Wayfair Reviews

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

1.5 Rating 2,242 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,242 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

“Incompetent or just dishonest? This was the worst purchasing experience I can remember. Two weeks after failing to process the items by the specified shipping date on the email, I called and was told that a clerical error on their end in regard to wholesale pricing was holding up payment, that this would be rectified and a follow-up call/email would be made the next day. No follow-up call or email came to confirm and after phoning back I was told that a $180 discount would be applied to the original purchase and those funds would be processes onto my account. (Sounds like good news?) Not only was there no money reimbursed onto my card, but a new discounted payment was attempted to be taken off my card until I intercepted the bogus mark through my bank and the original cancelled payment would show up on my card within 3-5 business days. This would’ve left me with two outstanding payments totalling $2,200 in the hole with nothing but vague assurances that the items I originally ordered would be shipped. This was the final straw. PLEASE stay away from this company! The lack of communication, integrity and competency I dealt with between the departments of Wayfair was disturbing and in this day and age it’s not worth the risk. Going forward, I plan to either shop locally or through Amazon, Walmart or Costco. Never again, Wayfair!”

Helpful Report

Posted 6 years ago

“Bought a Christmas tree tree was delivered and tree was satisfactory. Then I received a call from my bank informing that a fraudulent action,was taking place from Your company. My bank refund some the theft money, i then contacted your company who said a fraudulent action place and would refund my outstanding money. I have spoken to the following people on numerous occasions, to sort out the problems,and have never returned my calls. when stating they would. Brian three times Dave twice and Margaux.”

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Posted 6 years ago

“Five failed deliver dates, my item never arrived. Terrible customer service”

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Posted 6 years ago

“I ordered a sofa, they sent the wrong colour ( ! ) so I got a cream one instead of black. They then sent men from Panther company to collect it, who were crazy rude and pretty creepy, they stood there in my house gawping at everything and were very annoyed to have to collect the sofa. So Wayfair sent me vouchers, which I spent, only to realise that they have sent my 3 items via THREE DIFFERENT couriers , and on different days! I won't order from them again, what a hassle, and why couldn't they send all my items together in one order?? I fully expect the parcel from Hermes to be damaged. I ordered a lamp, but let's see if it is trashed by the time it finally arrives ( several days after the rest of my items ). One of the items was dropped by UPS at some local drop off point-they never even called round at my house as I was in at the time they said they knocked. Wayfair seem to sell nice products but their delivery service is so low end that I wouldn't bother with this company.”

Helpful Report

Posted 6 years ago

“The website provides incorrect information”

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Posted 6 years ago

“Customer service is horrific”

Helpful Report

Posted 6 years ago

“Two delivery dates given and failed to tell me item wasn't coming.”

Helpful Report

Posted 6 years ago

“The people in the Wayfair Commercial who dance through life as their homes are magically redecorated would sing a different tune if they had in fact ever attempted to purchase one of the so-called "amazing deals" from Wayfair or her sister companies including Joss and Main. For six months, since I first attempted to purchase one of the "amazing sale priced items" from Wayfair only to be told the item, "at that sale price was out of stock but we do have some at the higher (more than 6 x's the "amazing sale price") price," I have been trying to purchase one of the "amazing priced sale items." Each time I am told the same thing, "the last one at that price was just sold can I help you with one at another price level, or maybe another product." After each attempted purchase I did a daily check and there was the product still listed the "amazing sale price." The Supervisors (yes plural) I spoke with over the next weeks --as they continued to advertise the product at the "amazing sale price" as being available--all told me the same thing "the one at that price just sold a few minutes ago and the computer hasn't reset available stock yet." Even, I know that even computers take a few minutes to update---But 12 days? That was the shortest amount of time between when I attempted to make a purchase and the time the item was no longer advertised as being available at the "amazing sale price." Stock Changes didn't take that long to make when they had to go in the mail by Stagecoach to Dodge City. I've given Wayfair a second chance, a third chance... Actually, along with my band of merry Social Media "Assistants," we are up to about 400 extra chances. NOT ONE of these has resulted in the purchase of a product at the "amazing sale price" advertised on the Wayfair, or her sister Joss and Main Website. If you went into a store and there was a sign that said a coat was $50 and when you went to buy the coat you were told that there was actually only one coat for $50 coat and that that one had been sold. “I’m sorry, the sign just wasn't taken down... " The store would be obligated to sell you the coat for $50 or face a Bait and Switch Complaint. Why are these Online Mega Stores not held to some similar standard? As a disabled person, I utilize online shopping for many things. Being able to order cleaning supplies and have them shipped to the house, gifts. I even order groceries online so my husband merely has to go over to the store and the groceries are ready to be packed into the car, makes our lives much more manageable. It takes a lot of pressure off him--my Caregiver, and you would be shocked at how much money we save. However, for Online Shopping to work, we must be able to trust that when a product is advertised, especially day after day, as being for sale at a certain "amazing sale price," it is actually available for sale at that price. So, if you try to buy something from Wayfair and her sister companies including Joss and Main, only to be told that the "last one at that price was just sold ...I'm so sorry but let's see what else we have that might meet your needs..." Don't hesitate.... Run... As for my purchase. Well, I found a sofa on Amazon tonight at a "truly amazing low price." As usual, and as it should be with any online store, I simply added it to my cart and paid the bill. It will be delivered in 3 days. BTW I saved 75% off the price at the Ashley Furniture Store.”

Helpful Report

Posted 6 years ago

“This company appears to be unable to deliver the items they claim to have in stock. Very complicated, amateur customer service. Avoid!”

Helpful Report

Posted 6 years ago

“Advised of delivery slot 08:00 to 10:00. Driver advised would be there within half an hour at 10:30 as was running late. Very surly on the phone. I had to take longer off from work than planned as delivery running late.... Then received a text at 11:30 saying delivery had not been possible. Phoned up immediately and was told driver had rang door bell and had knocked. Door bell doesn't work. Didn't knock at all or call. I have a dog that goes crazy when ANYONE comes to the door, so i know the driver did not attempt to deliver, merely took a photo or such like and then moved on so he could make time up. Driver had my number as had called earlier. Any sensible person would have called if they weren't getting an answer. Was told by delivery company that driver coukdn't turn back as was in a different area. Disgraceful delivery service. Do not recommend using Wayfair due to this. Shame really, i'm furnishing my daughter's flat and would have been buying A LOT of stuff from them, but not now.”

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Posted 7 years ago

“Screwed up my order, sold me stuff that wasn't in stock, hadn't even shipped anything well after the date it was supposed to have ARRIVED, and assigned me a "quote manager" that never did anything and I couldn't even get a hold of. Never ordering from here again.”

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Posted 7 years ago

“Placed an order early August Received damaged Asked for replacement with photos and full details Mid October received replacement and it’s only one item and it’s not even matching the colour with original items”

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Posted 7 years ago

“For weeks I am running after my refund, endless numerous emails and the customer service do not pocess the courtesy to reply to any of my complaints. The Service is more than poor to simply disregard that a refund is owed to me is just simply ignorant. That I will never order again from them goes without saying. I am contemplating involving the ombudsman to get my money back, but I am simply appalled that my correspondence wont even be acknowledged. Just another scam online company.”

Helpful Report

Posted 7 years ago

“Messed up my order and sent a bar stool instead of a chaise lounge. Told me my delivery would be here yesterday, took the day off work, waited all day still no order! Was promised it would arrive before 7pm still hadn't arrived and customer services was closed! Horrendous service! Second time I've ordered and it's the second time things have gone wrong!”

Helpful Report

Posted 7 years ago

“Upon reading other reviews here I am even less impressed by Wayfair than I originally was. I have requested 3 returns, I was told I would receive a separate email with further details on how to send the package, for each of the return requests, I have not received a single email so I am still unable to return the items. I then emailed their customer service helpline and have not had any response over a week later. I assume they make it incredibly difficult to return items so they do not have to refund your money. Sneaky tactics. I will not spend any more of my money at Wayfair. I will advise all my friends/family not to risk using Wayfair either.”

Helpful Report

Posted 7 years ago

“I went onto the website and ordered as described at 12foot 5 ins Christmas tree. The delivery was prompt and efficient thank you! However it was a different story when I opened it with my children huge disappointment and many tears; The tree was I guarantee no more than 4foot! 😤 I have sent 4 emails to Wayfair to request a collection and refund no reply as of yet!”

Helpful Report

Posted 7 years ago

“I bough a computer table from Wayfair recently. For nearly £200 I was hoping to get decent quality table. How wrong I was! Laminated panels are cr*p, laminate itself is very thin and have air bubbles under. Bits that looks like stainless steel on the picture - actually are cheap plastic. Hinges slams door against the table when closing them. Not a single good word. Packing was bad as well, external cardboard very thin and panels inside were rubbing against each other in transit. I would never buy from them again and after reading other people reviews - would not recommend it to anyone. Next time I would better go to flat pack store and buy something that I can look and feel before I buy, instead of trusting what was written on the Wayfair website. Also, Wayfair didn't allow to upload my negative review on their website!”

Helpful Report

Posted 7 years ago

“THIS HAS BEEN THE ABSOLUTE WORST COMPANY I HAVE EVER ORDERED FROM. My fiancé and I ordered a 6 person sauna, 6 weeks later it came in. We were so excited. I hired a couple of guys to assemble it for us. 30 mins into assembling they realized the instructions were missing, however they kept building. I sat outside with them googling YouTube videos trying to help them make sense of how to assemble this. SIX HOURS LATER, WITH SWEAT POURING OFF OF ALL OF US, THEY CAME TO A HAULT ONLY TO FIND OUT, PIECES WERE MISSING! WOW!!!! We contacted wayfair and also the company the sauna came from, Golden Design in California. Golden Design said there is nothing they could do for us because they only sell to companies such as wayfair, not directly to consumers. We were told by wayfair a replacement sauna would be in on a specific date (4 weeks) and also they will hire a team to come assemble it for us as well so we did not have to pay again for assembly. You guessed it, that didn't happen!!!! There are 6 boxes total. 4 of them were delivered at my house 5 weeks (1 week later than we were told). We contacted wayfair yet again to tell them about the other missing boxes, and there response was, "we have no idea where the missing boxes are, we will let you know as soon as we find something out!" Apparently they reordered the missing boxes because 1 week after (6weeks into the second process) they showed up on our doorstep from Canada. I then reached out to Shane McDonald and asked him when they were going to send guys out to assemble our sauna now that we have all of the pieces. He told us he was having a hard time finding anyone in our area to do so and asked if I could find someone. I did, they were going to charge $500. I emailed Shane this information, and no response for 2 days. I continued to email him and still nothing. I had the guys come to my home to install the second sauna, they started taking the boxes apart. The very last box, leaned up against my wall, was completely destroyed. Being hopeful we opened the box and were appalled at what we saw. As you can see in the pictures, the sauna was completely destroyed. The screw holes were so messed up that screws could not even go into them. There were chunks of wood missing (it looked as though it was stabbed by a fork lift.) The box was so dirty it stained my garage wall, that now needs painted. We looked carefully at the other pieces of wood and found damage to another piece of this sauna. It was cracked all the way down one side. I contacted Golden Design again to let them know what a horrible job Wayfair was doing, hopeful that this time they would be able to help us. Wow was I wrong. Steffen said, "you'll have to contact Wayfair because we are not responsible for any damages." I contacted wayfair again, this time being put on hold because managers were in a meeting. Finally I spoke with a manager. She informed me that I, the customer, would have to contact the delivery company THAT THEY HIRED to get my garage fixed back to its normal state. WOW, I AM SHOCKED THEY DONT TAKE RESPONSIBILITY FOR THEIR ACTIONS. THIS IS A COMPANY THEY CHOSE TO HIRE TO DELIVER THIS TO ME AND I HAVE TO SPEND MY TIME CONTACTING THEM. Now, 3 months after ordering our sauna, we are without a working sauna, we will never get back the hours we have spent on the phone and sending emails back. We, however, did manage to obtain a messed up wall in our garage and a ton of built up anger. We are currently in the process of getting the disaster in our garage cleaned up and a full refund. SAVE YOURSELF FROM THIS COMPANY. PLEASE SHARE THIS WITH YOUR FRIENDS AND FAMILY. YOU DO NOT WANT THIS HAPPENING TO YOU AS WELL!!!!!!!”

Wayfair 1 star review on 6th October 2017

Helpful Report

Posted 7 years ago

“an infuriating company to deal with. and i've not even placed an order - my review is valid since pre-sales is still very much a part of the experience. it's all very well having a nice looking website/mobile app, but if a company can't deliver the underlying service, there's a problem and people should know about it. the short version ... if you find something on their website you like, but it's out of stock, don't bother setting up an "in stock" email alert. go elsewhere. save yourself potential grievance. the stock status means nothing. .... so i wanted a recliner. and quickly. quite a challenge since the furniture industry works at such a glacial speed, sometimes taking months to get a piece of furniture from a supplier. wayfair looked to be the solution. i found a recliner i liked. while out of stock, it was back in stock 4th october, a week from the day. i sent an email asking how long it would take to ship once in stock. 4 days later ... 4 days! ... i get a reply saying 17 days to ship !!! but that fact alone didn't annoy me as much as they wouldn't offer an expedited option. i don't know why. i was just told bluntly, we don't offer that. so time passed. a day before the 4th october, i got an email saying this item had come in stock - and then right back out again as all stock was allocated to existing orders !!! stock will be back 4th december !!! this means wayfair knew full well, a week before 4th october that the stock coming in would only cover pending orders and there wouldn't be enough stock to allow new orders to be made. yet they still listed this recliner as coming in stock on the 4th october. for how long i don't know. could have been months. so i wasted a week waiting for this recliner to come in stock only to be told i had to wait another 2 months. i phoned up, annoyed. the customer service rep told me everything was fine. the chair was still coming in on the 4th, and would be available on the website to order. so the email was wrong. on the 4th october, the stock status switched to "in stock 4th december" ! thank you for this wayfair. here are the problems i think this company has: * not putting enough money into their business to provide a good experience for customers. 4 days to answer an email, 17 days to ship an order. if they are that busy, they should scale their business accordingly. and offer an expedited delivery option !!! * internal communication is poor. one customer service rep says one thing, another says something else. * inaccurate and sometimes just plain misleading stock status on website. * questionable supply times. they told me 6-8 weeks to get new stock in. another company that stocks this recliner quoted 2 weeks from supplier - as it was the base model - i.e. not custom made. this company gets a 1 star for wasting my time and having such an indifferent attitude to the service they provide. the recliner is question was: Boston Leather Layflat Recliner Chair”

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Posted 7 years ago

“I ordered a dresser and the first order was missing parts, so I emailed them and they sent the wrong parts again and the wrong color of wood. This went on four times! I still have not received the correct parts I needed, I gave up after giving them four chances!”

Helpful Report

Posted 7 years ago

Wayfair is rated 1.5 based on 2,242 reviews