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

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“Would have given 0 stars if I could. Terrible experience, it has been three months since purchase and still didn’t receive the four chairs I ordered. I wasted so much time calling customer service, webchatting and emailing them without being able to resolve this. Wayfair has such poor control over stock shipped to the depot for a courier to deliver, which results in delivery dates appearing and then changing at last minute or just the goods not being delivered at all, leaving the customer waiting all day with no clue of what’s happening as no one tells you. Avoid at all costs.”

Helpful Report

Posted 3 years ago

“I ordered a chest of drawers as it was available for next day delivery. I drove an hour to the new property to accept delivery, only to find out that the delivery would be in 2 weeks time. I spoke to customer service who couldn't have cared less and was told I hadn't read the Ts & Cs correctly - delivery is only an 'estimate'. How can next day delivery be an estimate? They actually don't have any stock of this item in. However, 3 days after flagging this up to customer services, the item is still on their website as available for 'next day delivery'. Was not offered anything in the way of compensation. Avoid this lying company at all costs!”

Helpful Report

Posted 3 years ago

“Liked the product I bought but the manufacture name was not reviled, and they gave it a fake name. When received the correct name was on packaging. Purchased 5 bar stools and found the exact same on Amazon for $70.00 less each, a $350.00 mistake.”

Helpful Report

Posted 3 years ago

“AVOID AT ALL COSTS. Ordered a sofa for our new flat which was on the website at 6-8 week delivery but when I spoke to a sales assistant they assured me from 'looking at stock levels online' that it would be with me in 4-6 weeks max. The delivery date I was given was 7th May (slightly over 6 weeks from ordering - so straight away calling into question the honesty of their sales team). The delivery date was then delayed by 2 weeks (now over the maximum 8 week delivery time advertised on their website). It has now been delayed AGAIN, meaning it will be over 9 weeks from order to receiving the item (if it even arrives on that date). The only option I'm ever given by customer service is to cancel my order. No compensation offered, no credit to my account offered as it isn't company policy. AWFUL customer service, false promises from sales teams and very, very unhelpful processes. If they aspire to be the Amazon of household items then they have a LONG way to go. Do not shop here.”

Helpful Report

Posted 3 years ago

“Ordered a desk for home working on Thursday 13th May, was being advertised as "FREE 1 day delivery, received the email confirmation telling me it had an estimated delivery of the following Thursday,........4 days later, i received my desk ........ Customer service were absolutely abysmal, spoke to an irish guy on Friday who apologised profusely, but, said, its the delivery company's fault, personally i couldn't give a monkey's chuff. Monday came, still haven't received anything....rang Customer service on Monday to complain, putting it mildly, i've had more intelligent conversations with my dog....received no text from delivery company to say when they were going to deliver....and to top it all off, when i received the desk eventually, what an absolute pile of POO..... it was the cheapest, shoddily made, piece of POO..... scuffs and marks all over the legs, holes don't align up to put together etc etc..... was not worth the money spent on it.... cheap & nasty c**p. Stay well clear, dont waste your hard earnt money.”

Helpful Report

Posted 3 years ago

“I ordered a bed but only half was delivered. I then had to wait for them to try to find it. Eventually they decided to return my money and I was told this would take 3 to 5 days. Over a week later I am still waiting and have been told it is due to technical problems.”

Helpful Report

Posted 3 years ago

“If I could give them a zero star I would! I am still in the middle of the nightmare so to appease my anger I'm posting this review! I am in the middle of a very stressful renovation and ordered a turquoise fridge and stove! What they have put me through in regards to the delivery of these items is nothing short of emotionally mentally abusive! This past Saturday was my second day waiting seven hours for delivery that never made it. I never received a call from the driver or the delivery department the entire day touching base with me or letting me know the situation! The company would not allow me to speak directly to the delivery department here in Dallas so I was kept waiting at the hours ticked by only to have them close by five with no contact from them they all got home! Even worse I was abused by Meagan and Camille Who are the managers that work in the shipping department! It was a horrifying experience that actually drove me to tears until I finally reached a wonderful supervisor who helped call me down and agreed that I should've never been treated the way that I was! She didn't notified me that the delivery was canceled without my knowledge! When I woke the next day I received a text message from them saying "enjoy your fridge and stove! I called them on Sunday and hopes to get some answers only to find out that my delivery date had been rescheduled without so much as a phone call to discuss with me what would be the best day for delivery nor was there an apology! I am still waiting for my fridge and stove but I don't believe they deserve a dime of my money after how I've been treated so I'm looking for these items elsewhere! I'm sure I'll be waiting for seven and eight hours this coming week without any contact again! These people do not care about the customers whatsoever they have no liaison team to rectify extreme problems of this nature! I'm actually traumatized by this experience! Do not order a large appliances with these people! Tip for consumers: DO NOT order large appliances and if you like waiting around for 10 hours with no phone call in regards to shipping and being abused by the shipping department feel feel free to order from them!!!!!”

Helpful Report

Posted 3 years ago

“The vanity, sinks, and countertop WERE ALL LEFT IN THE DRIVEWAY. ---- We received no call or text prior to delivery as was promised. Someone WAS home at the time of delivery but NO ONE RANG THE DOORBELL or otherwise let us know the delivery was being made. In-home/entry delivery was included in the order but that did not happen even though someone was here at the home to receive the delivery. WE WILL NOW HAVE TO MAKE SPECIAL ARRANGEMENTS to have the heavy vanity and countertop moved into the house.”

Helpful Report

Posted 3 years ago

“Ordered a large shed was given a delivery date way in the future some two months away, gave them the benefit of the doubt.... A couple of days before the shed was due to arrive the date changed on the site to estimate another three weeks before delivery, customer service is an absolute joke and completely unhelpful, they have taken my money and not providing me with my purchased item, a reason why I don't have my item and no resolution, I doubt very much I will receive it but I will update here, unbelievable how they can get away with taking people's hard earned cash, please please save yourself the stress and financial loss DO NOT BUY FROM WAYFAIR!!”

Helpful Report

Posted 3 years ago

“Initially the customer service was excellent. I reported a desk swaying and not sturdy enough (cost £249). It also had a few tiny holes in the drawer. I was offered approx £60 discount but before I accepted it I thought I would check I had tightened it enough underneath. I ended up damaging the desk by turning the bolts a few more times. The wood all splintered (see photo). After reporting, I was told to keep the desk and they would send another. I tried to cancel it (not immediately because I was told it would be weeks before it was sent) because I decided it was the design of the desk/legs and a new one would just be the same, but it was already being packaged. As the desk was delivered, I didn't know whether I should refuse the delivery but decided I better not and as it was in the house it made sense to check if it was better. It wasn't and this one had a black mark on the front too. I was offered £35 discount which I didn't think was enough. They told me it was their final offer (strange because the first desk I was offered more). They told me to return it if I wasn't happy but I didn't want the hassle of taking it apart and the many pieces of polystyrene and long thin pieces of cardboard taped to the desk, also wrapped in brown paper were impossible to put back together, particularly as I had no tape & paper was torn. I enquired about what would happen if the desk was damaged on return and instead of answering the question they arranged the return and refunded me and told me I had no choice but to return it now. I didn't like the slight swaying but could live with it if the desk was a lot cheaper. I decided to spend that amount on a quality desk and didn't get that. After communicating via email 3-4 more times (each time a different person), I finally rang and I asked them why they would prefer to pay for my return (initially they said I had to) and risk a damaged desk they couldn't resell, rather than knock me a bit more off. They said I either wanted it or didn't and if I am prepared to keep it then it can't be bad. I was told there was nothing they could do by email but on the phone I was told I could pay for it again but they would not knock any more off. So that's 2 desks I received, both poorer quality than expected and no apology for that (just the standard reply about doing what they can for me, which is not what happened). Ok, I got to keep the first damaged desk but all I wanted was a decent desk in the first place. I felt like they were being stubborn because I had the first desk free. I found them inconsistent and when I was on the phone and we came to a standstill, me saying I was unhappy, the assistant pretended to talk to a manager and came back saying the manager agreed wit her. It was less than a minute and not possible the manager was sitting near her and read my case. I will never shop with them again.”

Helpful Report

Posted 3 years ago

“I purchased a table and chairs from wayfair on 4/11/2021 with a projected delivery date of 4/23/2021. I received the chairs via fedex quite quickly, the table on the other hand didnt show by the expected date. When I reached out to customer service, they reissued the order in hopes to get it out quickly and then the order just sat... for days... fast forward to 5/8/2021, I've had enough of the inaction, I reached out to wayfair to cancel the order and get a refund. They refunded the table no problem (just the total waste of my time, but I guess that doesnt cost them, so who cares, right?) but the chairs on the other hand had already been assembled, and they refused delivery of them. After much back and forth, they made this big hoopla about allowing me to return the chairs and waiving return shipping but I'd have to pay for the packaging to send them back which I refused. I shouldn't have to be out any amount of money to undo a transaction that was soured by their inability to deliver what they've promised. Since they refused to refund the chairs, I've thrown them away and charged them back to my credit card. I'm done with wayfair and its disappointing family of companies.”

Helpful Report

Posted 3 years ago

“wayfair have took my money then I got a email over a week ago saying my order is cancelled and I will receive a refund in 3 to 5 days no refund so spoke with someone at wayfair who said they can't see any email that was sent out so no order and no money back due to "huge" technical difficulties!”

Helpful Report

Posted 3 years ago

“First and last time that I will use wayfair. Very unhand way to run a business! Ordered 6 single dining chairs as the pairs (which were cheaper) were apparently out of stock. When the order arrived, guess what I received! 3 sets of pairs! I phoned wayfair to complain about this and they just said sorry. No offer to rectify it or refund the difference that they had fraudulently charged me. They didn't care. As for the product themselves, not really impressed with the quality, as I paid over £700 for 6 chairs I really didn't expect them all to have various threads hanging off of them where they have not been finished properly. I will buy elsewhere next time.”

Helpful Report

Posted 3 years ago

“Our forest majic canvas has warped”

Helpful Report

Posted 3 years ago

“Shipping takes longer than any company. Explaining the importance of needing it on time, and asking if I should pay for expedited shipping. Lied to 5 times. They claim they shipped it. However they didn’t. Now claiming I have to wait 10 days after receiving it for a refund.”

Helpful Report

Posted 3 years ago

“Do not buy from this company. I was told my order would be delivered 11 days ago and I am still waiting. They refuse to tell me if and when this will be delivered. Awful company”

Helpful Report

Posted 3 years ago

“Poor customer service. Deceiving 15% offer was not applied to my account and initial order Wayfair only send you generic responses trying to overlook issue. Will never buy off them again and will urge others not to.”

Helpful Report

Posted 3 years ago

“Spoke to David on May 5th from Wayfair UK branch. @ 1.45. Number 0800 169 0423. I asked to speak to a manager given the continuing delays on delivery. David denied that request. David's first response was to issue a refund. When I asked to have a refund later in the conversation he became argumentative and stated 'why are you making an enemy out of me?' David continued to raise his voice with his condescending approach. The wayfair supply chain is flawed. David said this outright. The system takes days to update. All delivery dates are estimated. After the first delivery never arrived, the company does not have the product in stock anymore, yet I received 2 delivery dates which are now over 2 months after the initial order. The way in which this has been handled and the manner I have been spoken to is horrific. I have now been informed that the cancellation process has been started and can take days as the product may have left the wholesalers. This is after he said it is not in stock. Appalling!”

Helpful Report

Posted 3 years ago

“I suffer from cancer. I tire easily and needed a long sette to recoup. I saw an ideal one in wayfair and ordered it. I disposed of my existing one when I was given a delivery date after confirming this with their customer service. However, since then I have been given 5 separate delivery dates. I explained my situation to their customer services and also that once delivered I would also have to arrange help moving furniture etc. I have had enough and have cancelled my order. I cannot recommend this outfit to anyone. Don’t waste your time.”