Wayfair Reviews

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

1.5 Rating 2,252 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,252 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Parts arrived damaged then took more than a month for replacement parts to be sent. Even then only 1 of the 4 replacement parts was sent, so requested a refund, which was dealt with quickly. Ultimately a complete waste of time for everyone involved. Now need to dispose of the junk parts!”

Helpful Report

Posted 7 months ago

“Beware Hidden charges They use 3rd party delivery service and you get no help from Wayfair They only deliver on their terms And if you return item you have to pay return shipping even if you don't receive your items DON'T BUY FROM HERE”

Helpful Report

Posted 7 months ago

“Kristine only can do what wayfair allows, her patience was great but however The Tech wayfair sent to our home was very unprofessional _ arrogant & disrespectful & refused to carry the boxes to our bedrooms, knowing we were disabled, we order the white glove service, which they charged us twice for the bed installation, but yet the tech they had sent made it very clear rudely that, taking boxes to the rooms is not his responsibility. Heartless! How else can you serve those who are elderly & disbledwhen it comes to this white glove service, something so simple, he wouldn't do. Wayfair did nothing to compensate our frustrations as disabled veterans at all, they just rescheduled us 2 days later, and told us to call them before tech arrives, and they'll tell the tech to move boxes to location. How inconvenient! We spent 1017.00 for a complete horrible and heartless experience. Shame on wayfair and this particular tech.”

Helpful Report

Posted 7 months ago

“This is possibly the worst customer service ever not received. I placed an order yesterday night, called in the morning to change the address. They couldn't. I was advised it was best to cancel the order and re-order with the address I wanted. I looked aorund and found a better option on Amazon so I asked Wayfair to cancel the order, but they cannot do that because despite the order due for delivery in 8 days, the label has been printed and nothing can be done, as per their terms, which is simply ludicrous. I therefore have to wait for the order I don't want to be delivered to it can be sent back and my money refunded. All in all, three weeks for something that should take a few moments and would save everyone so much time and effort. Incredibly low level of service. It's like daylight robbery, a fraud.”

Helpful Report

Posted 7 months ago

“Very poor service. Not to be trusted. Ordered an item last week and it would take 4 days for delivery. No sign. I left it for a further 2 days and was told that item was being delayed a further 2 days. I received a package number by EVRI, so at least I knew the item was on its way. 2 days later, no sign, so I contacted Wayfair, only to be told that the item is out of stock and wont be available again until June. So why was I given a package number to an item that doesn't exist and why is it still being advertised on their website as available? Something very wrong with this company.”

Helpful Report

Posted 7 months ago

“Honestly there should be a zero star option. I placed my order end Feb and was told it would be delivered in March. I had to go through so many channels and be escalated to a Resolution Team. Celia mentioned my order had been misplaced and that it would be delivered by 4th April. I'm still waiting. Chatting to the Service team is not helpful at all. They are trained to copy and paste generic responses to clients complaints. You get fogged off with the hope that out of frustration you will just exit the chat. There are no Managers to speak to. I ABSOLUTELY 100% would never order from this company again. Stay clear of them. I've never left a bad review for any company, but I simply could not ignore this customer service level.”

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Posted 7 months ago

“Wayfair is horrible with service and fees. Do not ever pay for expedited shipping. They don’t even ship until after the date you paid extra for delivery.”

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Posted 7 months ago

“Buyer beware! I like their selection and u have purchased many things from wayfair. However, most of them I’ve had to return. The quality is usually very poor. They made me pay $20 return shipping even though the item was damaged. I deleted their app. I’ll never purchase from them again.”

Wayfair 1 star review on 30th March 2024

Helpful Report

Posted 7 months ago

“Bought a sectional couch… none of the conecting pegs fit into proper spots so the back rest has no support unless it’s up against the wall. I tried for over a year to get them to do something but they kept blowing me off and I got tired now I’m stuck with this mess. NEVER BUY ANYTHING FROM WAYNOTFAIR!”

Helpful Report

Posted 7 months ago

“Was told my order was scheduled for delivery and given a 12 hour window, (I had to be home for delivery). Item never came, reached out to customer service 2x. Both times they were going to get back to me but they never did.”

Helpful Report

Posted 8 months ago

“Product I bought arrived with only half the required boxes/parts. Company refused to replace it with a complete item despite having them in stock and still selling them. Refund after pickup was offered but I still have not heard back since last when when. This means the company is holding 700 GBP of my money and refuse to refund until the product is collected. I have chased them 4 times now and was offered a 10% discount towards the next purchase (could a company be any more tone-deaf?). The problem is that without the refund I can't actually buy a replacement and, in a small flat I now have two enormous boxes blocking the hallway. In addition the workers who I asked to assemble will need compensation but of course not from WayNOTFair, that will come out of my pocket - despite me having done nothing wrong. They are simply horrible. Stay away unless you can afford to not having your money returned and chasing them and not getting any compensation for your stress and losses you may occur.”

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Posted 8 months ago

“Bad return policy and customer service”

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Posted 8 months ago

“Awful service awful service, paid for items but these were, and are still not delivered, Wayfair refuse to offer any type refund or any compensation but instead tell you to "keep an eye out" for any updates. They basically appear to take your money for items which they have no idea are available then try to go out and source them for the order and misleading the customer these are available. avoid at all costs. There help line is also of no help”

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Posted 8 months ago

“I received my chairs first then my table few days later with a scratch on the table very small not worth the money won't be shopping there again”

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Posted 8 months ago

“This company is a scam! I paid over 500 euro for a mattress and it never arrived but when I track the order it says ‘delivered’. There is no option to call the real person you can only talk to someone from customer service through the chat and now I understand why. I have no money no mattress and I don’t know how to resolve this as the communication is very poor. Avoid it!!!!!!”

Helpful Report

Posted 8 months ago

“Bought a couch from wayfair it's a Kelly Clarkson edition and I got some of it in a week. Then called told me the other part would be here in a month. What am I suppose to do with half a couch for a month. This is no way to run a business. If you knew this they should have shipped both at the same time. So frustrated 😠”

Helpful Report

Posted 8 months ago

“I purchased TV stand delivery date was changed 3 times, came broken, unpleasant delivery man and customer service unhelpful still didn't solve it, always ends chat with out solving problem several times, never use again”

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Posted 8 months ago

“Wayfair is incredibly vile. There is a reason Wayfair will never be able to compete with Amazon. This heavily due to its customer service. I can't think of a single company that would behave the way Wayfair has. I placed an order for 2 sets of night stands. I immediately noticed the order had my old address. Right away, I used the "update address" option. I was confident this worked. The next day, I got a notification that my order shipped to the wrong address. I contacted Wayfair and they informed me that I should be able to contact FedEx to change the address. I contacted FedEx and they informed me that I needed to have the shipper make the update. Next, I contacted Wayfair once again. Wayfair instructed me to call back the next day when a supervisor is present. The reason I was given was that a supervisor could contact FedEx. I contacted Wayfair hoping for a supervisor the following day. Then, I was informed this was not an option at all. Wayfair instructed me that I should go to my old address and pick up the items or place a hold on the items and pick them up. Sidenote, placing a hold wouldn't work because my ID would need to match the address for pick up. Anyway, I tried my hand at explaining the situation to the person who runs their Facebook account. They informed me that it "wouldn't be hard" to lift the 4 packages each weighing 65 pounds and load them into a car, if I have another person. There are so many things wrong with telling it should be hard to lift things. The biggest problem is that this was an extremely ableist comment. I guess the business is only accessible to able bodied people. This served as a reminder that I can't do some of the same things because I have cancer. I confronted the person I spoke to on messenger about their response. The resolution was FINALY to have the product returned to the warehouse AND repurchase at a higher price. Screenshot of message from Wayfair Facebook.”

Wayfair 1 star review on 24th February 2024

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Posted 9 months ago

“Very disappointed with wayfair. Not prepared to offer any customer care for error that had occurred with goods, only noted after packaging had been destroyed and the item had been washed.”

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Posted 9 months ago

“If i could give NO stars i would.I can honestly say Wayfair is the most incompetent company i have ever had to deal with.Their customer service Chat can not answer any queries regarding delivery or should i say No delivery? My brother bought a bedstead that was to be delivered last Friday.He stayed home but it didnt arrive.We contacted Customer services next day ,was told he would receive it in 24 hours and if not to allow a furthe 4 days.We declined and said if it wasng here in 24 hours please refund his money. We were told how much they valued their customers and to rest assured this was being dealt with by their specialist team and they would contact me by email to update. Next day no delivery so again we contacted customer services to be told they would pass it onto the Specialist team again. When we asked for a refund ,it will take up to 5 days.They are a lot quicker taking your payment than making a refund.The customer services could tell us nothing as regard to delivery and there so called Specialist team(Not so special)has yet to contact us.None of them really seem to know what each other dept is doing.Needless to say my brother and myself will not buy from them again and i would advise anyone else thinking about it ,please read the reviews first and there are clearly a lot more negative reviews than positive one.(I wonder why Wayfair)?”

Helpful Report

Posted 9 months ago

Wayfair is rated 1.5 based on 2,252 reviews