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

“Items arrived - no issues. Opened the box and was amazed to establish that the items were not as described and resembled something that could be bought from a Pound Shop (no disrespect to Pound Shop's). Then to further compound the issue - there was no printed returns label within the packaging. I contacted customer services, who said, in a blasé way, that it is not their policy to enclose returns labels. Why not. Most other on-line organisations do. Be warned do not shop with this organisation - poor products, poor customer service, poor returns policy.”

Helpful Report

Posted 7 years ago

“I have yet to find anything on Wayfair that is 70% off - not even close. I called to order an item that was shown on their web site because I wanted to make sure that it was actually in stock. I was told that it definitely was so I ordered it right then. Two days after charging my credit card, I was finally told that the item was not in stock and they would refund the amount charged. I found it elsewhere and cheaper than was listed at Wayfair. My advise is to check everywhere else but with Wayfair!”

Helpful Report

Posted 7 years ago

“Wayfair literally do not care about their customers and how badly they treat them. I am disgusted. Everything went wrong with my order. I ordered a Whitney leather sofa. despite being told I would receive an email the morning of delivery letting me know whether the delivery was morning or afternoon and then a call from the driver one hour before delivery, I was not notified of the delivery time until 10 minutes before the driver was on my doorstep. They were a good delivery company and managed to rearranged if for me. However, Wayfair had despatched the wrong item, a Valentino sofa. When I realised I called customer services as the delivery company were long gone. Despite my best efforts to get my original sofa delivered, Wayfair could not arrange the replacement for 10 days. I asked that customer services check with the warehouse to see if an earlier delivery was possible which she did. I was then told that both the Whitney and the Valentino sofas were exactly the same just under a different name. This was clearly not correct as they were completely different items and different prices. I was then advised that Wayfair had possibly put the wrong picture on the website and she agreed to check and come back to me. That was the last I heard from Wayfair. It has now been four days and the company have ignored all my emails and my request for a refund has fallen on deaf ears. I have advised Wayfair that if they do not collect their furniture I will leave it out on the street and go to court if I have to get a refund. I have still had no response!”

Helpful Report

Posted 7 years ago

“I brought a product advertised with a huge 40%reduction !! I thought I was getting excellent value only to find out it was not that price originally and is cheaper elsewhere by £100.00 .Avoid buying off this company they are rip off merchants .”

Helpful Report

Posted 7 years ago

“I feel that Wayfair is dishonest in their business practices and borderline fraudulent. I ordered a recliner on May 4, 2017 that was suppose to arrive on June 2, 2017. I was given a tracking number so that I could monitor the delivery process. On the day it was suppose to arrive, the tracking process stopped. I reported this to the company and they gave some excuse as to why it didn't arrive. Because it was so heavy it was going to take longer. My question was if they knew this then why would they give me an inaccurate arrival date. I asked for compensation and they said that they would credit my account 15% and that the new arrival date would be June 9th. It is now June 13th and no word. When I email Wayfair they give me a scripted response, "We're sorry and we are looking into this". Baloney! It shouldn't take them this long to figure out where my recliner is. I believe they oversold and it is out of stock. After I read other reviews of similar situations I have cancelled my order. I WILL NEVER ORDER FROM WAYFAIR AGAIN AND PLAN TO SPREAD THE WORD! BBB here I come!”

Helpful Report

Posted 7 years ago

“Shocking delivery system and shoddy goods. Mattress very soft and poor quality. Bed frame took 3 hours to put together with 2 people! The original delivery date and time kept changing. Wayfair are replacing the mattress. However, they have managed to arrange collection of the old one before delivery of the new one! Work that one out! There is a reason why Wayfair are cheap!”

Helpful Report

Posted 7 years ago

“Awful, the delivery times were all wrong! They made excuse after excuse. There was a person who was looking at our order. He was very polite however the mishaps and errors repeatedly occurred. There products that we ordered were good. But not worth lithe headache regarding delievery. This company is likely to lose business. I'd rather go to a proper furniture store/ company and order. Avoid using wayfair unless you're at home/ and free of plan changes”

Helpful Report

Posted 7 years ago

“They are the Wal-Mart of home goods with one important difference, they play tricks with your online information and pricing to scam you. One thing that they'd do, for example, is persuade you into adding more expensive items with the items that you see as deals. They can then cancel the items that are the good deals, leaving you with the expensive items, even if the items go together. It's not worth it to play roulette and waste your time. It's tempting to buy from them bc they appear to have so many deals, but if you do the math, you're not saving much. Think about it.”

Helpful Report

Posted 7 years ago

“I ordered my bed frame, mattress and bedside cabinet to match the frame on 1st April 2017. The mattress arrived a week later the cabinet arrived but I have still not received the frame. The first date was 19th April, that then changed to 19th May and today the date changed to 19th June. When I spoke to the manager she told me the factory was making 100 new bed frames but she couldn't promise that I would definitely get one of those 100. She asked me to look for another bed but I only like the Marina Bed Frame.”

Helpful Report

Posted 7 years ago

“Terrible delivery service. My partner ordered me a birthday present which was meant to arrive by 11am. When it didn't arrive delivery service said half an hour. Was told that it couldn't be left with a neighbour. It arrived 2 and a half hours later, by which time I had cancelled my lunch plans with friends. I wouldn't recommend this company.”

Helpful Report

Posted 7 years ago

“The delivery service is an absolute disgrace . Never order from this company.”

Helpful Report

Posted 7 years ago

“I wouldn't ever recommend this company to anyone. They have a very poor delivery and communication service. I'm still waiting for an order that was originally placed on March 21st. The original order that was placed on MARCH 21st half of the order was never shipped out and the other half of the order was broken by the delivery guys. Here it is May 9th and still haven't received my order yet. The only reason why I haven't asked for a refund is because I ordered a California king mattress from them and I really like the bed itself. So hopefully I should be receiving the bed soon.”

Helpful Report

Posted 7 years ago

“Ordered a very expensive cabinet and the quality was so poor I had to send it back for a replacement. The replacement cabinet was worse than the first and the customer service atrocious”

Helpful Report

Posted 7 years ago

“They do not let you to have a different delivery address. So if you buy anything using your billing address, it has to deliver to you at that exact address! So you have to register your card to whenever you want the product. Their employees provided wrong information to us and mislead us! Do not go anywhere near them.”

Helpful Report

Posted 7 years ago

“Will wait until we receive the goods before mentioning our experience up to now!!”

Helpful Report

Posted 7 years ago

“I would NEVER buy from Wayfair or refer anyone to Wayfair. I bought a table that took one month for me to receive at my home. I tried to get 10% and it was not working so I called there customer service number and placed my order through the phone so I was not able to see it was just table. My son received the table while I was working. When I got home it was just the table. I called to tell them that the picture was misleading and the lady still charged me over $100.00 to return the table. The lady was very rude and talked over me. I would NEVER buy from you all or refer anyone to you all. This whole thing was a nightmare. I was unhappy, disappointed and I lost money.”

Helpful Report

Posted 7 years ago

“I think it is too sad that you didn't acknowledge the $202.99 price but now all the Ads for that price have changed to $242.99!!!! Plus I didn't receive any feedback other than you aren't responsible for the ads pricing!! I will not do business with this company anymore and will encourage and probably post on facebook my experience!! Thanks for showing me how you don't stand behind your ads, and that tells me you probably are not reliable.”

Helpful Report

Posted 7 years ago

“I ordered a console table and a delivery date given 5th April. When I used tracking Ref in the email it advised the order was out for delivery on the 4th April. I waited in, no delivery but a card in letterbox stating no one home. No one rang my doorbell. I then waited in all day on the 5th and kept checking the status of the delivery online. I saw at 5.35pm that the app said delivery was attempted at 5.04pm. Not true I have waited in all day. I contacted wayfair and a member of management team only solution was I would have to wait in all day tomorrow. I explained I couldn't wait in for yet another day but he just kept telling me that was only solution or could a neighbour take delivery. I asked him to arrange a time slot but he said he couldn't so it could be anytime of day. I found his manner patronising and annoying. Eventually when he insisted his solution was someone had to wait all day AGAIN that I had no choice than to cancel the order. I am most dissatisfied and will never use this company again despite I have made many purchases before and like their products. In this day and age it is unacceptable not to even provide approximate delivery time and I have wasted 1 & 1/2 days when it is a lie that the courier attempted to deliver twice. I was home and on my letterbox is alternative flat no. For deliveries as well as my mobile number. Very very angry that my time wasted and could not receive my purchase.”

Helpful Report

Posted 7 years ago

“I have never used this company myself but now that I have seen how your delivery company delivers things I will be sure that I never go through you people for furniture and I'll be sure to make sure no one does from now on. After looking at all the reviews from just today alone I am appalled by your company! When someone is paying you this much for something then you should have the decency to make sure your delivery company doesn't damage your customers product and since I'm not the only person with this issue them I'd highly advise you to fire that company! Also I'd recommend you make it a point to bring the customers purchase into the home, there are some people out there who are unable to do so themselves and will have to pay someone else to do it for them. It's just common sense.”

Helpful Report

Posted 7 years ago

“I purchased some cusions from them about a year ago and had problems with my order which I had to chase. I have just purchased another item only to experience the same issues. I was misinformed about the date of my delivery and was then kept on the phone for 30 mins whilst they attempted to sort things out . I then asked if I could cancel the order and order from another company. I was informed that they may not be able to cancel it despite the fact it was not coming for another 2 weeks”

Helpful Report

Posted 7 years ago

Wayfair is rated 1.5 based on 2,242 reviews