Wayfair Reviews

Name: Wayfair
Address: Wayfair Stores Ltd, 78 New Oxford St, London
Rating: 1.51

1.5 Rating 2,238 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,238 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 21%
Accurate And Undamaged Orders	Greater than 61%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.3 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

About Wayfair:

Wayfair is in the business of giving our customers easy online access to the world’s home stuff in one place. Wayfair believes that options for your home can come from just about anywhere, so we carry over 5,000 brands of products like furniture, lighting, cookware, and everything in between. We also know that home furnishings often don’t fit in your car, so we offer free shipping on most big stuff and most other stuff, too

Visit Website

Phone:

0800 169 0423

Location:

Wayfair Stores Ltd, 78 New Oxford St
London
WC1A 1HB

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Wayfair 1 star review on 20th October 2024

257

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Delayed delivery every month and no communication of this delay but they are happy to take your money as soon as you order”

Helpful Report

Posted 4 years ago

“*They lost my sofa* In mid-August I purchased a sofa that was on sale for a reasonable price. I expected shipping delays due to the pandemic but 2 weeks after the expected late arrival date (5 weeks after purchase), I called and asked about my shipment. They assured me it was on it's way and would be delivered in a weeks time. I was then emailed a notification for a scheduled delivery for the following day (a Wednesday) but the item was not delivered despite visibly being on the delivery route and being labeled as "delivered" online. I called Costumer Service and they assured me they had the couch and it was mistakenly not on the truck and rescheduled the delivery for Saturday. Once again the sofa did not arrive, I called Costumer Service again, speaking with a different person who informed me that the item has been unaccounted for over the past 2 weeks. The representative was friendly and informed me that they could re-order the product and wait another month for it or give me a full refund. I did not want to risk another delay or mishandling of the order so I went for the refund. I am profoundly disappointed in the lack of transparency and time wasted. DO NOT BUY FROM WAYFAIR”

Helpful Report

Posted 4 years ago

“Today I have received the 9th new delivery date for my product. The most recent estimate was for it to be delivered 3 days ago. Now the new date is a month from now. This will be a 4 month wait for the product and after the truly horrendous customer service I have received during this experience I have no faith that this new information is true. By far the worst experience I have ever had as a customer.”

Helpful Report

Posted 4 years ago

“I ordered a bunkbed with cot for my kids with 2 mattress' included, the description said 2 x mattress' included. When they arrived they were just two pieces of foam- Wayfair claim that they are a regular mattress but I'd never seen anything like them before, and would never expect my children to sleep on them. I wanted to keep the bed but return the mattress', which they wouldn't let me do, so I had to return the product and they charged me £50 for pick up!! The material of the mattress or a photo should have been included in the product description. I have ordered same bed without mattress' from another company for much cheaper. I emailed Wayfair to complain about losing £50 which in my eyes has been stolen from me (as I was missold the product), but they never bothered to reply, and there is no number to phone. Online chat were not helpful either.”

Helpful Report

Posted 4 years ago

“I ordered a bed to be delivered to my daughter who lives in a second floor flat. The driver basically dumped the bed in the downstairs hall and said it was too heavy for him to carry up the stairs. How then he expects my daughter, living alone with a 2 year old to do it l’m not sure. Wayfair gave a pathetic excuse about Covid and not entering a building stating it’s a doorstep delivery service. I’m sorry but that is unacceptable for a bed. It’s a good job Curry’s didn’t do the same when delivering her fridge and washing machine. Won’t be using them again.”

Helpful Report

Posted 4 years ago

“Purchased a kettle and matching toaster. The kettle broke within 2 weeks and we contacted Wayfair. They said they would send out a replacement kettle "immediately". that was a month ago and the delivery date has changed 5 times. Yesterday we were under the impression that it would arrive today. Then they changed the delivery sate to 27 September. today they changed it to 27 October. TWO MONTHS to change a kettle. And now they say we cannot return the toaster, and get a full refund on both items as they are out of the 30 day returns period. Wayfair are terrible at customer service and have 'cheated' us out of the opportunity to return both items and get money back to but a matching set elsewhere. DO NOT BUY FROM WayUNfair”

Helpful Report

Posted 4 years ago

“I have ordered furniture from wayfair before and always received excellent service and even recommend to family and friends regularly. I didn't hesitate to go straight to them when I was in need of a new bed. When the bed arrived the delivery driver informed me he couldn't bring it up to my flat and would have to leave it at the building door. There was no way I would have been able to carry the 4 poster bed I had ordered up the stairs. The driver told me he would take it away and I could request a two driver delivery team to return with the bed. When I contact wayfair customer support I found the woman I spoke to to be blunt and extremely unhelpful. When I asked for the bed to be delivered with two men, explaining I had this week off work but wouldn't be in next week to receive the bed, the woman just kept sending me the estimated arrival time if I was to reorder a new bed. I asked if she could get in touch with the delivery company and she just said no and asked if I would like to reorder. I am extremely dissatisfied with this service and it has put me off using wayfair in the future. After this experience I would not recommend wayfair in the future.”

Helpful Report

Posted 4 years ago

“I ordered a coffee table set and was received an email a couple days later that part of my order shipped and I received a partial credit because part of my order was no longer available. I called and only the coffee table was available not the other part of the set - the end tables. Obviously they are a set. I don’t want part of a set! Them I was told it was on the way so I had to accept it and send it back to them then get a credit. What?!? I didn’t even get it yet, why so I have to accept it then return ship it back to get a refund. Very poor service. Very disappointing.”

Helpful Report

Posted 4 years ago

“Please don't order from this website. It's a waste of time and effort. I ordered a dining table with table top missing. Their customer service sucks. I had to get a refund.”

Helpful Report

Posted 4 years ago

“Hello I purchased a couch the hardware wasn’t in there it’s been a month and still no hardware I don’t have a couch to sit on going on two months here I wanted a refund and they just said oh we will send the hardware this was my first experience with them and I will NEVER purchase from them again”

Helpful Report

Posted 4 years ago

“I would give them zero stars if possible. They cancelled their credit card out of nowhere. Received a message from them that was very cryptic (read the boards, found out that they had lost their financial backing). They provided no information that any changes would occur for ongoing payments. On payment date, couldn't find a method to pay. New financial backer, CITIGROUP is listed. No word from Wayfair that CITIGROUP is their new backer. Have NEVER paid my account late, NEVER. Couldn't locate any way to make a payment. Called and called. Transferred 5 times. By the time I reached the correct location to pay, guess what? "We are closed, please contact us on the next business day. Tuesday through Saturday calls are preferred as we are not as busy during these times." Charged late fee as a result. Called customer service on Tuesday. They can't help me she said. I stated, "I have never paid a single payment late, have purchase thousands of dollars worth of furnishings from you, never asked for a COVID-19 deferment and this is how you respond? Done with Wayfair. I will never, ever buy a single thing from them again.”

Helpful Report

Posted 4 years ago

“Terrible company. Ordered a sofa, was never delivered and even never despatched. Very happy that I received a refund. Never again.”

Helpful Report

Posted 4 years ago

“Wayfair sent me the wrong colored desk. Emailed them on 9/7/20 to request a replacement for the correct color and have the wrong desk picked up. Didn’t hear back from them at all. Called customer service on 9/11/20 to resolve the issue. I was told the item is now out of stock and won’t be back till possibly November. I waited for the desk to be available for 2 months and ordered it as soon as I got the notification that it was back in stock. Now I’ve been told that even though they made the mistake and shipped me the wrong item, I have to suffer the consequences and wait again to reorder it when/if it becomes available. They won’t automatically schedule the correct desk to be shipped once it’s back in stock. The rep I spoke with, Jane, was completely unapologetic and actually hung up on me without another word after I unhappily thanked her for scheduling pick up for the wrong desk. This was my first order from Wayfair and also the last.”

Helpful Report

Posted 4 years ago

“Be careful with this website, very poor service and misleading advertising, I purchased a lampshade, stated 1 day delivery and free delivery upon check out £5.99 for delivery was charged and I reluctantly paid for the one day delivery, Lamp arrived 6 days later My advice is try somewhere else”

Helpful Report

Posted 4 years ago

“Ordered a sofa and two chairs in May 2020, Wayfair changed the estimated delivery date 3 times. After many phone calls chasing it they emailed me to cancel the order in September. Very poor. Even though we are desperate for a suite I will NOT be ordering from Wayfair again!”

Helpful Report

Posted 4 years ago

“Ordered something in the middle of night and tried to cancel. Wayfair website says look for CANCEL ORDER button. No button exists. Called & emailed customer service. Wayfair says 'Item is already shipped' at 11 pm. Called back in morning and Wayfair says I will have to pay restocking fee. What a scammy way to run a company. Deny options to cancel, force shipping, charge restocking fee. That's their scam. Don't buy from these guys.”

Helpful Report

Posted 4 years ago

“I ordered a free standing closet organizer on 8/19, supposed to be here by 8/27. I called on 8/30 as there was no movement on my order. Customer service rep stated they would get me replacement. Got a notification that the my new order "shipped" on 9/5 and supposed to be here by the 10th. On 9/9, it changed to 9/11. I checked with FedEx, didnt have the product. I called to cancel, rep was nice and stated they would refund me. I got an email later from Wayfair crediting me but deducting the shipping, $65; had to call back again to get that corrected. Was told the previous rep had set up my refund as a return not a cancellation. I will have to recheck back in an hour to ensure they can refund me 100%. Ended up having to order from another company, now Im waiting for the product for another two weeks. Should have just stuck with Amazon. Never will i order anything from here again.”

Helpful Report

Posted 4 years ago

“Never have I experienced such an appalling service in my life. I ordered my original order 3 weeks ago which was delivered 4 days late, damaged and parts missing. I then spoke to Wayfair who said the replacements would be here on the 9th of September, I also called last week to ensure all was going ahead okay and confirmed missing items. Today I received the wrong parts and will continue to have no bed for a further week. My partners delivery ahs also been pushed back until October which will be 1 month late! Appalling service and will never buy from this company again.”

Helpful Report

Posted 4 years ago

“I placed my original order for a bed 3 weeks ago, this was delivered 4 days late, damaged and missing parts. I called up and was assured that my replacement parts would be here on the 9th of Sept, today they have arrived and are not the missing parts that I requested, this is now leaving me on my third week with no bed. I have never received a service like this in my life. I have been assured that I will receive a full new bed on Monday, which will be leaving me even longer without a bed. The only good thing I can say about this experience was how helpful the 2 customer service advisors were that I spoke this evening trying to help resolve the latest issue as fast as possible.”

Helpful Report

Posted 4 years ago

“I purchased a bed frame and paid for assembly. I ended uo with a no show on assembly, an injury requiring ongoing medical care doing it myself. Wayfair offers assembly via a 3rd party service who told me it was scheduled but never had anyone come. THEN bed came missing critical parts. I contacted Wayfair and was told replacements would ship in 2-3 days. I never heard from them again. Afyer 2-3 WEEKS, I asked them. They re-requested parts and said they'd ship in 2-3 days. This time I waited a week without hearing from them again. Then got told the same thing. It's been 6 weeks now and they say the same thing every time I contact them. I have now requested escalation to management 3x - all ignored - and requested my money back 2x - also ignored. Do not shop here.”

Helpful Report

Posted 4 years ago

Wayfair is rated 1.5 based on 2,238 reviews