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

“Be very careful once u get their credit card. My bill is due on the 1st. When u pay over the phone the recording states it could take up to 24 hours to reflect on your account. That is not true. It take 4-7 days leaving u with a late fee. Happened several times b4 I caught on. Guess that is their way of collecting extra money from their customers. That's cheating,stealing and lowering your customers credit rating when they think they r paying their bills on time. Shame on you, Wayfair! Shame on you!”

Helpful Report

Posted 5 years ago

“im still waiting for my delivery NO contact … email says delivery two days ago!”

Helpful Report

Posted 5 years ago

“Supposed to have a wardrobe delivered today, got a text this morning to day it didn’t pass the checks! Called up and asked why and apparently there isn’t enough room on the van! Surely that isn’t my problem I have paid for the goods! Really unhappy with the service! Will not be using again”

Helpful Report

Posted 5 years ago

“Quality of the furniture is worse than poor. Parts were dirty, few screws missing and no one cares about customer satisfaction. Furniture from China not UK as advertised on website”

Helpful Report

Posted 5 years ago

“Really poor quality products.”

Helpful Report

Posted 5 years ago

“Ordered a fire plce December 10 of 18 and they delivered the insert January 20th and no mantle called and said it would be here today Jan 29 nope called again and she said the warehouse couldn't tell here when it could be shipped will not be using them and telling everyone not to use them”

Helpful Report

Posted 5 years ago

“Recently made a purchase for a bath panel for my plumbing business. Wayfair used DPD as a courier who text me the day before asking if I'd be in for delivery. As I'm never in during working hours I chose "deliver to my neighbour" as there is always someone in next door. Afetr 3 attempts at "delivering to a neighbour" I contacted Wayfair who after a few days said that they have had it sent to my local depo. I have CCTV at my property and when I reviewed my recordings I found that the DPD driver came to my house, knocked the door, and left making no attempt to try a neighbour.. I was furious! A couple of days later (and cancelling the plumbing job twice) I went to my local depo to find that wayfair had asked for it to be sent back to them leaving me with nothing to collect. I rang Wayfair to complain (again) and I insisted that they sent another to my local depo for me to collect there within 2 days but they replied "we can't get one there as they come from Poland!" Needless to say that I had to cancel the order and go elsewhere.. I've never had such shocking service in my 28 years as an adult!! I'll never use them again!!!!!!!!”

Helpful Report

Posted 5 years ago

“I bought a wardrobe from wayfair, the construction process is shoddy and there is very little rigidity to it even when built. The putting together of it with the back panels is so ridiculous that it had me cursing for hours. The lack of rigidity led to damage which I’ve glued. All in all go Ikea all the way!”

Helpful Report

Posted 5 years ago

“I sorry to say wayfair is not very good . My next day delivery took a week and when I complained the second time they never replied.”

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Posted 5 years ago

“Would not expect to have to pay for a return in this day and age. The light fitting I ordered was cheap and nasty and nothing like I expected for £36 sale price. Com plicated returns policy and so will never order from this company again and spread the word. Advertisements are a lie!”

Helpful Report

Posted 5 years ago

“Ordered a new toilet for my bathroom the first one arrived smashed to pieces because they put all the pieces in the same box. Ordered a replacement one which also arrived smashed to pieces. Had to fight to get them both picked up and taken away. Which they did in the end.”

Helpful Report

Posted 5 years ago

“Wayfair is not forthcoming about their return policy. They charge you to return their products, even if what you received is not what you ordered. Be careful ordering from this company!”

Helpful Report

Posted 5 years ago

“I ordered a duvet cover and soap dish for the wall. First of all the duvet was not th eamke advertised on th ewebsite. It did not look like 400threda quality ie light. My fault, i dd not notice the product had a weave pattern and I wanted a plain design. Did not like the colour. Also found same make on amazon fo rless than wayfair. So i looked up the soap dish . This was also not the make listed on the website although looked good quality. However this again was a few pounds cheaper on amazon. Thought id return them both for £5.00 . However I could not see how to do this on line. Now having read reviews I see that is what they do. Imagine if the otder was small. In total mine was £50 so £10 to retrn two items is a rip off. Overall a rather shadey company - would never us ethem agin.”

Helpful Report

Posted 5 years ago

“My problem is unresolved at the moment. I ordered a Abernathy bedspread and I received a bead spread called 'Accent', which the customer services are the same. The photograph on the website does not resemble the product I have received. It is not just the difference in the colour but the pattern of the fabric. I have sent a photograph to the customer services who say it looks the same. I cannot believe that they cannot see the difference. They also say if I wish to return it I have to pay the return postage which I think is unfair, it was not the product advertised.”

Helpful Report

Posted 5 years ago

“My very first order from wayfair I ordered a king size bed spread but I basically paid 50 dollars for a sheet it was so thin and when I washed it it turned into a full size bedspread very disappointed”

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Posted 5 years ago

“refund policy is a con if you order more than one item you can't send them back except through them, i was told they go to separate warehouses but address labels have the same address. i could have sent the items as one parcel as they were small rugs. return terms and conditions do not state you have to use there labels and how much they charge. will not use again”

Helpful Report

Posted 5 years ago

“Like others below, my main problem with Wayfair is their delivery service. While I know this is outsourced to a different company, I think that if Wayfair chooses to work with this company then they are an extension of their brand. After my experience I would never shop with Wayfair again. I ordered a bed with them for my new house. I got an email to say the delivery would be made between Thursday and Monday. The problem was we weren't moving into our house until Saturday. So as it said to email the depot directly for any queries I emailed to let them know there would be no one there until Saturday. They emailed back to say delivery would be scheduled for Friday and if I wanted a Saturday delivery I needed to speak to Wayfair. I spoke to someone from Wayfair who told me they would try to get me a Saturday delivery, however on Friday I got an email from the delivery company to say they had attempted a delivery on Friday and no one had been home so I needed to rearrange. That seems like such a waste of time and money for them to have done that as they had spoken to me and knew no one lived at the address on Friday. I then arranged a re-delivery for the Monday and arranged to work from home to wait for the delivery. The driver turned up over an hour after the two hour time slot I had been given with no apology or explanation. I was on a conference call at the time as they weren't expected at that time so had to let him in and just ask him to leave the bed in the hallway. After my call I went out to look at the bed and realised not only was it the wrong size but it was completely the wrong bed. When I rang customer service they said that no one could come back on that day to pick it up and they couldn't collect on Saturdays. I told them I can't work from home again so now I am stuck with a bed in my house that they refuse to pick up. The service is ridiculous for people who work Monday to Friday and they are so inflexible considering it was their mistake. I will never use Wayfair again and most definitely will never use their courier Panther who are terrible.”

Helpful Report

Posted 5 years ago

“It’s not that my experience was bad. I see lots of pieces I would like to buy from your site but because I live in Northern Ireland the delivery charge for an item over 1m in length is £300!!!! So unfair!”

Helpful Report

Posted 5 years ago

“Buyers beware. The furniture might seem appealing enough to take the risk and buy but believe me, it's not worth it. I ordered two furniture pieces at the beginning of December which both got lost in the process. Now we could argue that it was the delivery companies fault, but Wayfair has signed up for the lowest levels of SLA's with them in the first place. Which means that the delivery, while tracked, have no customer services, delivers the worst quality or loses your parcel in the process. My parcels got lost in the process. Customer services are great, they remain patient and try to resolve the issues but there is only so much they can do with all the limitations of their company. So furniture got lost, they order a replacement which arrives 6 weeks later and totally damaged (every piece was chipped!!). So i requested a refund and return which is now again pending due to their inability to involve a decent company that takes care of the collection. They involved UPS which doesn't even give you a window as to when the collection takes place so they made me wait on the occasions at home, didn't even bother to ring the bell if they showed up at all. Appalling.”

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Posted 5 years ago

“I ordered 2 throws. They were very poor quality so I returned them. The cost to return was nearly £10 as I was charged for returning each throw! Three weeks after returning and I am still awaiting a refund! So I'm now over £40 out of pocket. I left a review on the website which was never published...I now waiting to hear back from customer service. This is the the first time I've used this company. Maybe I've been unlucky but I would never order from them again! Worse online company I've come across.”

Helpful Report

Posted 5 years ago

Wayfair is rated 1.5 based on 2,242 reviews