Wayfair Reviews

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

1.5 Rating 2,238 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,238 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

“I purchased door canopy awning shelter on Tuesday was showing delivery next day !!?? So exited 😆 as i drilled the holes 🕳 make everything ready as was for my mum's....never show any delivery!!?? Then Monday following week i was very curious 🤔 where is my parcel as on the tracking showing is on the way!!! Then i email 📧 the customer service as was very assuring i will received next day !! As today's received refund without any explanation!! I called the customer service 😑 they said is out of stock I'm fuming 😤 as waited 1 week for the order and made efforts drilling holes now no product no delivery.... I'm very surprised why people write ✍ reviews to express their feelings so is bellow 0* and never again deal with wayfair for the rest of my long life ....very disappointed 😞”

Helpful Report

Posted 3 years ago

“Ordered a sectional couch on 10/30, Wayfair advised it would ship by 11/19, and billed for it immediately. It’s 2 weeks later and the thing hasn’t even shipped! On their website it says backordered. When I email customer service I get a canned response. Terrible customer service!”

Helpful Report

Posted 3 years ago

“By the looks of these complaints, they need to FIRE their customer service manager and change some policies to build a better reputation in customer service. I had a horrible experience, very unfair and totally pro company and con customer. If I could give 0 star rating I would.”

Helpful Report

Posted 3 years ago

“I placed a very simple order- 2 beige throws. The Hermes delivery man placed the package outside my house, no attempt to knock. The throws were grey! Customer services ( after two calls) agreed to replace with beige throws as ordered and contacted their warehouse to investigate error. I stressed the throws must be beige. What a nice surprise- replacement throws were grey. Much time wasted, can’t find anyone senior to complain to, customer services block complaints”

Helpful Report

Posted 3 years ago

“Bought 2 x bedside tables Where very poor quality holes not correct depth. Fastening protruding out up to 4mm.one when tightened up went through to other side. 2 weeks to get replacement parts. Would not recommend.”

Helpful Report

Posted 3 years ago

“Wayfair customer service is unfair and quite poor . Stock levels are not accurate as they often cancel items after order being placed and payment made .”

Helpful Report

Posted 3 years ago

“Googled an item available at Wayfair.co.uk clicked on the site created an account placed the order tried to pay using Paypal but the order did not go through. The apparent reason being I that even though I ordered through the UK site somehow [don't ask] it became a .com order and so could not be delivered to the UK. Received a prompt reply telling me to use the UK site so tried again several times but still no joy. Emailed again showing a png image to prove I was on the uk site but again still no joy. In other words they were not helpful at all. I use Amazon on a regular basis so will seek the item there and not use Wayfair again.”

Helpful Report

Posted 3 years ago

“Ordered a wardrobe, waited over a month to be told that it hasn't even been dispatched. Received the items but the box was damaged. All the items inside each box was damaged. They clearly do not know how to package the items because it wasn't packed correctly. In a honestly they have more money than sense. The warehouse people don't have any clue on how to maintain items. Yes, they sell lovely items but waiting 4 years for simple wardrobe isn't worth it. They have no customer service experience. When I called to tell them that it was damaged not once did they apologise (spoke to Connor). So, good luck. He did say they would be able to swap it but it won't come until 6 Jan ha ha ha. I would stay away from this company.”

Helpful Report

Posted 3 years ago

“If I could give this company 0 stars I would. I ordered a wardrobe 4 months ago and they only delivered half of it 2 months ago and claim to have lost the other part. So they have scheduled for a new one to be delivered.. in 2 months time. I already had one wardrobe delivered, and needed the pair, therefore I did not want to cancel my order. Do not purchase from this company. And to add to it, the quality is terrible.”

Helpful Report

Posted 3 years ago

“OK if things go well with delivery however if there is a problem as in non arrival of an item as has happened recently then the customer service adopts a ‘let’s just ignore him and he will go away ’ approach. I think that part of the problem might be that they use ‘Yodel’ for deliveries. I am going to stick to ‘Mr. Amazon’ in future.”

Helpful Report

Posted 3 years ago

“APPALLING customer service. Their system informs you of delivery which doesn’t necessarily happen, they take payment at the point of order with no delivery forthcoming, they cancel after saying an order has been replaced, they offer no resolution or compensation for financial losses incurred, their customer representatives simply stonewall you.”

Helpful Report

Posted 3 years ago

“Absolutely dreadful in dealing with a complaint”

Helpful Report

Posted 3 years ago

“Absolute nightmare from start to finish - ordered dining table and 4 chairs - firstly 2 of the chairs were out of stock (although in stock on website and when they added them to my finance agreement!- these were cancelled and refunded, then other 2 completely different colour so returned - refund never got applied correctly. Purchased using Barclays finance and so far have had money taken from my account that should never have been taken and have been waiting almost 2 weeks for refunds going back and fourth between Wayfair and Barclays!!! I am certain I will never be using either service again!!!”

Helpful Report

Posted 3 years ago

“Defective chair, broke while my mum sat on it (she’s only 60kg!). She really hurt her leg, very lucky she didn’t hit her head. Refund given but no good will gesture for the trauma/inconvenience/disappointment. I explained to the manager that I was unhappy with the outcome but he didn’t care. Terrible customer service, terrible quality! Also didn’t even collect the defective chair so I had the added inconvenience of disposing of it!”

Helpful Report

Posted 3 years ago

“Dreadful if you have a complaint. Every Tom, Dick and Harriet replies and it’s like they are all tuned in by battery. Nightmare company to deal with.”

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Posted 3 years ago

“Ordered an item advertised as having next day delivery. Item turned up late, and damaged so had to be returned. I was promised a replacement item the next day, but I am still waiting for it and have been given no info from customer services. I've asked for the order to be cancelled and refunded, but was told I could not be refunded until they have received the item back from the courier! So Wayfair are hanging onto my money for an item that hasn't been delivered and is 'somewhere' in the UK with their delivery partner. Terrible products, customer service and delivery - avoid.”

Helpful Report

Posted 3 years ago

“They are skamers”

Helpful Report

Posted 3 years ago

“Customer service cannot give any useful info as to why orders are going wrong at the warehouse. You get passed onto delivery solution specialists who just ask for more and more time to revert and also give no useful info. My order now several weeks late. They even have items on the website for next day delivery that they do not have in stock and have to cancel. Systems must be very bad - are they going bust?”

Helpful Report

Posted 3 years ago

“Do not shop at wayfair. Their customer service is beyond shocking. They only care to take your money and not deliver the goods. I urge people to shop around before considering this place, they take orders and then cancel them and hold your money!”

Helpful Report

Posted 3 years ago

“Rubbish quality. Maybe I shopped the wrong brand but flimsy and awful . You already have pictures of the bed that was bought for Christmas and has been replaced but not used as no guest thank s to lockdown”

Helpful Report

Posted 3 years ago

Wayfair is rated 1.5 based on 2,238 reviews