Wayfair Reviews

Name: Wayfair
Address: Wayfair Stores Ltd, 78 New Oxford St, London
Rating: 1.50

1.5 Rating 2,295 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,295 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 22%
Accurate And Undamaged Orders	Greater than 60%
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 24th February 2025

Wayfair 1 star review on 20th October 2024

258

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Bought a Snoopy shopping cart, it Arrived wrapped in just one sheet of bubble wrap! £65 item should be at least boxed!! Handle split and completely broken, screws snapped and in bottom of bag. Received partial discount then saw holes in back of fabric too! Really poor quality item and service! Very very disappointed!! Feel ripped off, literally! Very unhappy . I have Photo evidence if needed”

Helpful Report

Posted 3 months ago

“Horrible experience. I ordered a couch to be delivered on January 10th. I was there all day. Never received a call and no one showed up. I was literally watching the little status screen waiting for my delivery. Never came. I talked to customer service and they said it was an issue with the 3rd party delivery team and rescheduled it for January 17th. 24 hours later, I get an automated email that my order has been canceled and they are charging my $140 for the return. Call customer service back and they say there is nothing they can do to refund the $140 (even though, again, I did not want to return the couch at all). They said "I wasn't a frequent enough customer of Wayfair to warrant an exception to the return fee" and, even if I did choose to order the couch again (despite being charged for $140 for something they never delivered), they would not honor the original price. Just a total scam in every way.”

Helpful Report

Posted 3 months ago

“Terrible Customer Service and Lack of Support from Wayfair I am extremely disappointed with the way Wayfair has handled my recent issue. After reaching out to their Resolution Management Team multiple times and even escalating the matter to the CEO, it is evident that the company is not willing to offer satisfactory support to its customers. The issue, which should have been simple to resolve, has dragged on for over a week, with no meaningful resolution offered. Despite my repeated efforts to highlight my concerns, I was met with rigid policies, slow responses, and an unwillingness to consider reasonable alternatives. The only “solution” provided was to return the item for a refund or purchase a new item with a minimal 10% discount—neither of which addresses the inconvenience caused. Wayfair’s refusal to offer effective communication (no phone support from their Resolution Team) and their inability to provide solutions that truly support their customers reflect poorly on their commitment to customer service. Even when I reached out to their CEO, I received no response. This experience has been frustrating and unnecessarily complicated. I urge potential customers to think twice before making a purchase from Wayfair, as their post-sale service is severely lacking. I will continue to share my experience on various platforms to ensure others are aware of the poor support they may encounter with this company.”

Helpful Report

Posted 3 months ago

“This company is a total rip-off! I ordered a ceiling fan that was installed by a professional electrician. The electrician informed me that the LED kit was defective and did not work. Wayfair will not accept my return. Instead, they want me to list the defective parts, along with the part numbers, so they can send me the parts, and the they expect me to diagnose and repair the problem myself. They are a bunch of crooks who will take your money and then give you a big hassle if they sell you junk. Never again!”

Helpful Report

Posted 3 months ago

“Wrong materials delivered, missed delivery window and didnt call to reschedule they automatically rescheduled for over 2 weeks from original date. Then wanted me to pay return shipping due to their internal issues”

Helpful Report

Posted 3 months ago

“Do not buy ANYTHING from wayfair!! I purchased a recliner (order # 3818113709) on Christmas Eve. I received a tracking # from the automated chat system yesterday per tracking the label was created on Christmas Day at 3am with no movement since. I reached out and talked to multiple reps one rep purposely disconnected the call one rep told me they “can see” that FedEx picked up the recliner another rep told me they would have to do a 10 day investigation to see where the recliner is. Now that a supervisor is involved she’s stating they gotta reach out to the warehouse to make sure they not shipping the recliner. If there hasn’t been any movement in 2 weeks why do she think the recliner is going to all of a sudden leave the warehouse!!!!! Then I told the supervisor I’m going to dispute the charge with my bank at this point I want a refund this lady had the nerves to say they will place a hold on my wayfair account if I decide to LADY I DONT CARE IM NOT ORDERING NOTHING ELSE FROM THIS HORRIBLE SITE!!!”

Helpful Report

Posted 3 months ago

“Wayfair a con waiting waiting for things that never arrive it’s a con many bad experiences with this company they take your money and make products as they sell from china 😬”

Helpful Report

Posted 3 months ago

“I am writing to share my frustration with the poor and discriminatory service I have received concerning my recent order. The assembly instructions for my order clearly list Part G, but it was missing from the shipment. After reaching out to customer service, I was informed that my case is being exclusively handled by the resolution team due to prior returns. While I understand that companies have policies for handling returns, I find it unjustified that my account is being treated differently for having made legitimate returns. This policy has caused unnecessary delays in resolving a simple issue, and it feels as though I am being unfairly penalized for exercising my right to return items within Wayfair’s stated policy. This experience undermines my trust in your commitment to fair and equitable customer service.”

Helpful Report

Posted 3 months ago

“Ordered a thousand dollars worth of furniture. Got a decline error. Checked my bank account was debited the money. 2 hours later requested a supervisor of course none were available. Was told to dispute it with my bank. What a scam. Should have ordered from Amazon. Saved 200 bucks to be out a thousand. Hopefully I can get my money back.”

Helpful Report

Posted 3 months ago

“They should add a zero (0) stars for these reviews because your company is a total disaster and doesn't deserve my time or anyones time to even write a review or spend any more of our time to try to help you fix your big mess. PEOPLE BE AWARE!!! Wayfair will send you defective articles after they charge you and will not be responsible for it. After days and numerous useless phone calls and emails I had to start a legal dispute thought my credit card to try to get my money back. I'm not sure if this company was ever any good, but I hate to say that I prefer dealing with AMAZON instead. I WAS NEVER REFUNDED To avoid problems: DO NOT ORDER AND NEVER USE WAYFAIR!”

Helpful Report

Posted 3 months ago

“This company is not the Wayfair it used to be. Please avoid. Quoted delivery times are fake and it made me wait a month, without any contact from them, before I got fed up and asked for a refund. Customer service were clueless on order status and simply said ‘it seems to have been delayed’. I know that!”

Helpful Report

Posted 3 months ago

“Scheduled a return pickup for the company Perigold on 12-21-24 Wayfair did not come get the merchandise, never called & lied about why they didn’t pick up the merchandise. They don’t keep the pick up schedule, and give you the run around with ass of excuses. I will give Wayfair -1 in Return Policy & customer service. Please consumers, let’s use our platform to put Wayfair out of business bc they believe in fuckin over the customers with no Vaseline. PLEASE STOP using Wayfair !!!!!”

Helpful Report

Posted 3 months ago

“Just a garbage company. I have spent so much time talking to customer service that I don't have the bandwidth to type my entire experience out here... but basically they are charging me hundreds of dollars to return an item that I cancelled BEFORE it shipped. Zero help or understanding from a company that I thought was about customer service.”

Helpful Report

Posted 4 months ago

“Don’t buy the protection plan. It’s a scam. Allstate would not help me and I paid 250 for 5 year coverage.”

Helpful Report

Posted 4 months ago

“Scheduled to have a wayfair coach delivered was given a 12 hour window the showed up then used any excuse of what they could not move in in. Next thing I know they are gone and guess that's that and highly domt recommend wayfair. Buy local if you want a care free experience.”

Helpful Report

Posted 4 months ago

“They sent a broken desk and offered 20%refund for me to source someone to mend it! Astonishing! I’m disgusted with this company.”

Helpful Report

Posted 4 months ago

“On Nov. 3rd, I received confirmation my order was received and would be delivered by Nov. 15. Today, 18 days after that confirmation, I had an email saying it was unavailable and had been unilarerally cancelled. I had no correspondence, at all, from Wayfair about the order not being fulfilled until I made several phone calls asking why tracking ON NOVEMBER 18 stated my order had not even been shipped. I am appalled by the absolute lack of service, disrespect, and fraudulent behaviour by using my funds for accumulation of interest for almost three weeks.”

Helpful Report

Posted 5 months ago

“On 11/1/24 I placed an order for a teak patio table and chairs. I tracked the order with an estimated delivery date of 11/10 - 11/18. On 11/14, I signed into my account to find the order had not been shipped and had been discounted by $500. I was told that Wayfair does not price match so I asked for a supervisor who informed me that the tracking would update overnight and I would see the tracking number on Friday, Nov 15th. I signed in on 11/15, 16, 17, and 18 to find no tracking number so I called Wayfair customer service who confirmed the item still had not shipped and that the order was being canceled and a refund credited to my credit card. November 20th, I received an email notification of a refund and that a $200 shipping fee was deducted from the refund. It is absurd to charge a $200 delivery fee for an item never shipped.”

Helpful Report

Posted 5 months ago

“They sold us a chandelier that broke in 3 months. Thus came straight from China and now I see other reviews about how bad the quality is. Customer service promised to refund our money but was dishonest and did not. But from a reputable place not Wayfair.”

Helpful Report

Posted 5 months ago

“When ordering, wayfair assured that it would be delivered in 4 days, after paid, despite shipped, everyday, estimated delivery date is being postponed! So frustrating now may be in another 10 days.. is it coming from another country? What is taking so long? i bought the item as i needed it in that particular time frame, next time, i will use a reliable source such as amazon. I am warning buyers not to use wayfair, there is no way to find a real person to complain or cancel the order or get the money back, very poor service. Donot use wayfair.”

Helpful Report

Posted 5 months ago

Wayfair is rated 1.5 based on 2,295 reviews