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

Write Your review

Tell us how Wayfair made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“Item ordered not in stock once my order had been taken. Notified of delay 2 days before it was due to be delivered,this happened twice. Item delivered only to discover one part was missing! Missing part delivered only to find that there are scratches down to metalwork and to cap it all I discover this when your closed as i had someone take delivery while i was out so now got to wait till the morning to sort out. I could cry its been that stressful from start to finish????”

Helpful Report

Posted 8 years ago

“I only tried to buy 2 items from this company in June. My money was speedily accepted. I was soon informed that 1 item was no longer in stock (so why accept my order?). Then I was informed that there was a delay on my second item, then there was a further delay. The delivery date would be 23rd August (2 months after paying for it). I waited patiently and on 22nd August was told the item was permanently out of stock. To add insult to injury, in spite of being told that I would receive my refund by 29th August at the latest, I am still waiting for my money (30th August). Do not use this company until you shop around. I have ordered a similar item from another company which was £20 cheaper and delivered 2 days after ordering.”

Helpful Report

Posted 8 years ago

“ordered a Airsprung ortho guest bed which was only a few quid cheaper than other sites, the bed / mattresses had no airsprung label at all on it, looked nothing like the picture on the website colour or quality and could feel the springs through the padding on the top of the mattress, after they allergedy got back to airsprung, apparantly this is the one I ordered, even though it definatly was not. Then I was told to return it would cost me 17 pounds, so as I explained to the wayfair customer service its cost me 17 pound to quality check your mattress, cheers, won't be using you again wayfair. Delivery was good though and so was customer service.(exept making me pay for the return)”

Helpful Report

Posted 8 years ago

“Ordered dining set, down for delivery between Friday and Tuesday. 5pm Tuesday evening and set still not arrived so called customer 'service'. Rude lady told me card had been put through front door at 4.30, which was not true as wife had taken two days off work to wait for set to arrive. The lady said she would send driver back as we were now in (as we were all along) however couldn't understand my wife's point when she said that the driver would surely take the set to the incorrect house as he obviously carded the wrong house. Decided to tell them to stick their table up their backsides and refund us, however this refund would take 3-5 days from the date they scanned it back in at the depot. Joke of a company with rude, sarcastic staff who you feel are laughing in the background at your concerns and complaints. Do not buy from these, spend a little more and let John Lewis sort you out”

Helpful Report

Posted 8 years ago

“Do not use!! FALSE & MISLEADING ADVERTISEMENT and HORRENDOUS customer service. I have listed below a simple time line of my frustrating purchase. IN A NUTSHELL I HAVE ENCOUNTERED EXREMELY POOR CUSTOMER SERVICE, HIGH RETURN CHARGES FOR UNOPENED PRODUCTS, MISLEADING IMAGES, FALSE ADVERTISEMENT ON GOOGLE. Typed into google "DINING TABLE SET WITH CHAIRS" Wayfair came up at a suitable price, with an image of a table and 4 nice chairs. I clicked through to the link and made my purchase (without opening addition areas of the listing) as I saw the stars on google and thought I could trust them. Few days later a box arrived. Thankful I read on the side before opening it was a single unit (just a table). Immediately contacted Wayfair who stated AS LONG AS THE BOX WAS NOT OPENED I could return the item (another con as most people would have dived straight in. I raised a case and stated I WASN'T HAPPY AS I FEEL THE PRIMARY IMAGE IS A MISREPRESENTATION OF THE ITEM. There response was basically it says "excluding chairs in the listing" I have looked for this and it does say it, on an additional hidden unopned area of the listing and not on the landing page where i purchased from. I asked to return the item. They said i must pay £8.00 plus to return the item as long as the box is unopened. I feel cheated and very much ignored about the issues raised. I have never complained but this company is NOT a reputable one. I have wasted over a week of my time, lost money and become rather frustrated. AVOID AVOID AVOID”

Helpful Report

Posted 8 years ago

“I waited for delivery after I received a text with a 3 hour window BUT no sign of delivery and to Text or phone call I waited extra 2 hours just in case till 9.45 pm and I had a person with me to help with assembly who wasted their time !! now have to call them again and no sign of XDPEXPRESS I should have taken notice of the bad Reviews!”

Helpful Report

Posted 8 years ago

“You sold me a sideboard, took my money, gave me a delivery date, then 4 days later on the delivery date you email to cancel the order saying you got the price wrong and wouldn't honour it! Wouldn't waste my time shopping here again.”

Helpful Report

Posted 8 years ago

“Having seen the adverts for wayfair on tv, i decided to place an order with them. Ordered a tv stand on 18/6/16. Received a email saying delivery would be within 3 working days. It is now 27/6/16 and still no delivery. The company they use for delivery is XDP. Went on XDP's tracking and it has been sat at there depot since 22/6/16. Have yet to hear from them regarding delivery. Sorry wayfair,but due to the inefficiency of your courier services i will not be placing anymore orders with you,nor will i recommend you.”

Helpful Report

Posted 8 years ago

“Do not even deserve 1 star. I ordered a chimenea with a great offer price. The item was despatched and tracked. The item never arrived with tracking stating unwanted. I contacted the Wayfair and Courier asking the item had not been delivered and no communication received. Wayfair initially said they will send it again with another courier. The next day the ordered was cancelled stating 'Logistical reasons' and refunded the money and item was removed from the website. Wayfair was not interested in my communication and stated their T&C. The chimenea is back on their website less than a week later. Absolutely disgusting service and very angry. If I find there is a legal case to answer I will persue.”

Helpful Report

Posted 8 years ago

“Shocking company, I make one inquiry and have been bombarded by emails NEVER give these people you email address the harassment is beyond belief.”

Helpful Report

Posted 8 years ago

“Had the worst experience with this company and they totally wasted my time. My order for a dining table set was messed up, they couldn't deliver the item on the agreed date and that is after I paid additional money to get the item delivered. Their sales team / customer service Rep seems totally confused and were unable to help when they are called to explained the situation. After about a month of back and forth emails and calls without the item getting delivered, I gave up and requested for refund. Very awful experience, I won't be using them again!”

Helpful Report

Posted 8 years ago

“Just had a bed delivered. One delivery man,says he can only deliver to door.So now I have a double bed in front garden.Called Wayfair who said it was industry standard for one man to leave goods at front door.Nowhere on there web site does it mention this.I am APPALLED at this service.As a widow I have no idea at this moment how I'm getting bed inside.”

Helpful Report

Posted 8 years ago

“Shocking customer service . Will never use them again”

Helpful Report

Posted 8 years ago

“What a terrible experience. Ordered and paid for unit in Feb 2016. Goods not planned to delivery until April 2016. Received revised delivery dates twice. When I chased up delivery company was told they did not have goods. Wayfair tried to find goods and advised goods lost and could not be replaced as goods coming from Portugal. Imagine disappointment having waited all this time. We were offered a refund which we got. Then out of the blue the goods miraculously appeared and delivery was attempted with no word form Wayfair. We refused goods as we wanted nothing more to do with Wayfair. We asked for compensation as they had our money for 2 months and no goods, We were refused. NEVER AGAIN WITH WAYFAIR.”

Helpful Report

Posted 8 years ago

“The furniture looks amazing but the customer service is terrible. They tell you your order shipped using DX Freight and the order never turned up. It is now three days late. They lied and said delivery period is only an estimate. What exactly does Estimated Delivery: On or before 30 Mar, 2016 mean? To me it means that I will recieve an item on or before the date. Wayfair - please do not insult your customer's intelligence by telling them that this means that you could receive it with five days of the date - I know what the word Before means! I've had to chase Wayfair on a daily basis to obtain information - The service whilst very polite is just rubbish. After the 4th day of delay. I called Wayfair and asked for a refund. They sent me an email stating to securely package and send the item back to their warehouse in Swindon and they will give me my refund "as the warehouse verifies receipt of your returned goods, and send you an email confirming the credit has been issued to your account" I have not received the item so how are you going to verify that you have received the goods back and give me my refund! This is ridiculous! I will not be buying anything from Wayfair again!”

Helpful Report

Posted 8 years ago

“Tried to order on line but kept having problems so phone to make order only to find they wanted to charge me an extra £30 I told them I was sitting with items in my basket at price I was willing to pay I even took picture to prove the price when I asked to talk to manager they said he would phone back as I was waiting for phone call price in my basket just happened to change ,well they maybe don't need my £200 order but I'm sure other company will be happy with it WONT USE THIS COMPANY AGAIN”

Helpful Report

Posted 8 years ago

“Purchased on 14-03-2016 Failed to deliver by the worst courier I have experienced : XDP Express. 16th, 17th, 18th & 19th March. Tried to cancel order on the 18th but was convinced by M**t to stay in & it would definitely be delivered......all untrue of course. I'm 9 hrs of work out of pocket & £20 of fuel £140 down on the discount I had to give my Holiday renters for an incomplete furnished self catering property. Having to install a new table from another supplier whilst the client is in the property. The staff below failed to resolve : M****e G**n G*****y M**t R**y Compensation offered by the manager N**ke Z**er who on behalf of Wayfair, failed to call me back when requested = NOTHING ! Hour spent trying to resolve this with the above over 5 days = 5 hrs ! Wayfair are a dreadful company supported by even worse 3rd party courier. Before you get drawn in by price, ask yourself what it's going to cost you to use them ! Avoid.”

Helpful Report

Posted 8 years ago

“Ordered a wooden tv stand. Delivery company was supposed to contact me to let me know delivery slot - nothing - they just arrived. Cupboard was chipped on the top, but stained over the chip and the sides were two different colours. Arranged to have it collected - they didn't arrive. Phoned Wayfair who wasn't really interested but said that the company would contact me to arrange new collection day. They didn't I just had an email stating that they would be there that day. It took me 21 days exactly to get my refund, not sure I would have got it if I hadn't kept emailing and phoning. Never will I use them again!”

Helpful Report

Posted 8 years ago

“I will never use this company again very bad service”

Helpful Report

Posted 8 years ago

“I ordered a single wooden bed from them. One of the slats broke within a few weeks and another one fell off because it was not attached properly. On top of that I started receiving emails every single day - which unknown to me I had signed up for. I am not surprised this is an American company. Maybe you would like to go back where you came from.”

Helpful Report

Posted 9 years ago

Wayfair is rated 1.5 based on 2,242 reviews