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

“Very bad Customer service i ordered 2 items on 19th August Delivery for the first order was 24th August which i needed it then for a birthday present they missed that date now its 27th August and the other item was to be delivered 25th August and now that's not coming until 26th August so very disappointed in this company this is my first order and it will be my last they cant keep to there delivery times.”

Helpful Report

Posted 4 years ago

“My order was suppose to be delivered on the 8th august . A few days had past, so I queried why it was late and I was told over a messaging device On the app, that i would receive an email by the 21st with some sort of solution. As this didn’t happen I emailed asking for a phone call so I could understand what was going on with more information. Instead I got another email saying the problem would be sorted in the time frame provided. Poor customer service! Hard to actually talk to someone about queries . All in all a very bad experience with Wayfair”

Helpful Report

Posted 4 years ago

“Don’t buy from Wayfair. Website said it would take a week for my sink to arrive. A day before eta, I get an email to say it is on backorder for 3 weeks. 3 weeks later I get another email saying it is further delayed for another 2 weeks. 2 weeks later I get another email stating it would be another 3 weeks. So since June 28th until Sept 8th still no sink. During that whole fiasco, the price of the sink dropped $10 and I called to see if they could match it. I was flatly told no. Yesterday I saw on the same sink again advertised again at $10 less than what I paid with an estimated shipping date of Aug 27th. What gives? I think their marketing scheme is to reel you in then give you these bogus arrival dates hoping you would wait while they collect all these orders for an item by other buyers before they actually place an order with the manufacturer to fabricate. I canceled my order. If you do buy from them, use your best credit card that doesn’t hassle you on disputes and pay through PayPal. That way you have 2 layers of protection against this scammer should they give you any issues with a refund.”

Helpful Report

Posted 4 years ago

“I just got off the phone with Wayfair and am incredibly disappointed with the response I received from customer service. My order was supposed to ship last Wednesday- to arrive by Monday- I called last week to confirm it was shipping, they said YES it will ship. I placed this order on August 8th- was told I would have it no later than August 24th. I have contractors coming on the 25th. Their response to me was that they would ship it on Monday today is Friday the 21st and I won’t have it till August 27th. Puts me in a terrible situation with contractor. Ask them if they could expedite it, to help me and the answer was NO. Unfortunately, I do not consider that good customer service and will be taking my business elsewhere in the future.”

Helpful Report

Posted 4 years ago

“I wish I had shopped on Amazon instead. I ordered a shower screen on Wayfair, which they lost while they were delivering it. They did not report the loss, so I waited on for 9 hours during the appointed delivery day. They have taken 2 days to respond to my email asking about the item, saying they are "conducting the investigation" and if they don't find the item, they will replace it at "no additional cost". They lost the item I paid for, so I don't see why I would pay any additional cost. I've had to rearrange the contractors for my flat, and am still waiting for a resolution. They haven't offered a refund, just sent me holding emails. I will never ever ever use Wayfair again.”

Helpful Report

Posted 4 years ago

“If I could give a negative number I would. I ordered a coffee table from Wayfair. It never arrived, so they put their "special delivery team" on it. We'll resolve and contact you ASAP. I never heard from them. After a week of chasing them and DHL, I got a generic email stating they were issuing me a refund. I can order the table again, but it will cost me more that I originally paid. That's their process. DO NOT ORDER FROM THESE PEOPLE! Horrible customer service.”

Helpful Report

Posted 4 years ago

“I ordered a bedroom furniture set for my son. They had it advertised I would get it by 17th August. I had a confirmation email to say my delivery day was 15th Oct. I rang to cancel as it was too long to wait. They said I can not cancel as it’s been dispatched and I’ll get it early next week. Waited in Monday nothing came, logged into my account to see it was Tuesday 18th delivery day. I rang to confirm and they said it was not out for delivery that day and they could not tell me that day, what day it would be with me. I told them that I’ve already waited In Two days and couldn’t take more time off work and was due to go on holiday the following week. I Wanted to cancel the order I waited 2 days for them to tell me they are sorry for the delays and they were investigating even tho my tracking told me they had actually shipped it 10 hours after I phoned to cancel. I requested again I need to cancel but they wouldn’t cancel my order. I then got a message from delivery people to say it was coming Thursday but only 3 out of 5 packages, while I was at work, great! It was dumped on my door step for 6 hours All (5 packages were at least delivered), while I was at work. Thank goodness It wasn’t stolen. I truly believe I only got it as quickly as I did because I went mental at them and told them I was going to do a charge back request with my bank because they could not tell me when it was going To be delivered or cancel my order. If you value your time or your sanity do not order from wayfair. Only good thing was the furniture is lovely and good quality. I will never use them again especially with products that are worth hundreds of pounds .”

Helpful Report

Posted 4 years ago

“Do not use! Tried Business account. Made 10 item order Double invoiced No one knows whats going on Account manager a half wit Still waiting on products Still waiting on funds owed Managers refuse to speak with me Now they blocked my invoices on site Bank investigation underway BBB investigation underway The items I did receive were ok Absolute nightmare billing Do not buy a large amount of products They cannot handle it. 10 item order and they called it big. Wow really !!!??? I lost sales. Nightmare ! Stay away”

Helpful Report

Posted 4 years ago

“I ordered a Keter plastic garden bench on 10th August 2020 with an estimated delivery date of 14th August. On the 14th I went to track the order to find delivery had been delayed to 20th August. I received no email from Wayfair to advise me of delay. I contacted Wayfair by email who apologised and stated that there estimate to receive the item was 18th August and as delivery had already been delayed then their estimate for delivery to me would be 20th August. On 19th August received an email from Wayfair stating apologies but delivery was now delayed again until 16th September. Cancelled item. A warning to others who may be thinking about using Wayfair, my advice is don’t, find a more reliable supplier. Extremely disappointed.”

Helpful Report

Posted 4 years ago

“Do not buy from this company!!!!! Appalling customer service, problem after problem after problem. I've never wrote a bad review about any company but they have had my blood boiling. Avoid at all costs Spend £1000 on bed and sofa. Bed mattress arrived base got lost, finally agreed to replace after two weeks with a delivery date of 1st October, finally agreed to refund and put credit on account instead of refund. Sofa arrived damaged, sent replacement in different colour!!! Complete half wits!”

Helpful Report

Posted 4 years ago

“Terrible customer service. We ordered new sofas and they cancelled the delivery date three times. We cancelled the order in the end. Customer services representative couldn’t care less when we cancelled.”

Helpful Report

Posted 4 years ago

“Absolutely appalling service, will not be ordering from them again, promised delivery on two seperate ocassions, waiting in all day and still no goods despite taking money on order 3 weeks ago. Tracking says out for delivery but doesn't turn up, customer service no help at all. If you've got any sense you will not order from them, their online reviews are shocking.”

Helpful Report

Posted 4 years ago

“Worst buying experience ever.... placed an order through Barclays finance on 8th August with the estimated delivery on 13th and still haven’t heard from them.. contacted customers support and they are as clueless as I am... event they don’t know what’s going on... worst online shopping experience...”

Helpful Report

Posted 4 years ago

“Ordered a table which was a 2 consignment package. Only one package has been delivered and not entirely the company’s fault but feel more could be done to address the poor service they have signed up to with chosen courier and I’m doing all the leg wrk....Please do not use Hermes as a delivery option?!!”

Helpful Report

Posted 4 years ago

“This was my first & last time using Wayfair - dreadful customer services & I was passed from one person to another, with a different explanation each time! Wasted so much time trying to sort out a simple order..”

Helpful Report

Posted 4 years ago

“I bought a dresser, which was a matching piece to the rest of the furniture in a baby's room. It was purchased and delivered in May 2020. Unfortunately, one of the essential pieces was broken and Wayfair was contacted immediately. A replacement piece was ordered and was to arrive in a week. In 3 months time, I have contacted Wayfair on numerous occasions to get an update on the replacement piece. Each time I was told it was in the process of being shipped, but that the delay was due to the manufacturer. Today, I received an email indicating the order was cancelled all together and I am left with a dresser with a broken, major piece. I was provided with a refund; however, I am very upset in the way Wayfair handled the entire situation. They NEVER contacted me. It was always me contacting them to find out the status of my order and contacting them really doesn't resolve anything because the customer service representative has no authority or power to do anything for you. They basically take your request or complaint down and state they will pass this on to whoever is in charge. Their communication with customers is just awful.”

Helpful Report

Posted 4 years ago

“Bought a memory foam mattress from Wayfair but unfortunately it seemed to forget it was memory foam and collapsed in the centre. This mattress had only been slept on by a child. Unfortunately we were just passed the two year warranty and so Wayfair refused to do anything. Two years for a mattress is ridiculous, it was not fit for purpose. Wayfair response was woeful. I'd recommend buying from someone else.”

Helpful Report

Posted 4 years ago

“DO NOT BUY - You are just an Order Number We've had nothing but issues with Wayfair. After TWO MONTHS of our product (kitchen table) missing parts, Wayfair has not tried to expedite a remedy towards their mistake, providing "standard shipment" on an order they have botched several times. Wayfair's customer service = offering "free shipping" on a product that should have been delivered months ago. At this point, I will never order from Wayfair again and will spread the word of this poor experience. After several mistakes, Wayfair offers no phone call, NO APOLOGY, not even a code for a discount on a next purchase. Wayfair is TOO BIG TO CARE - which is the message I will be spreading. Wayfairs company culture is to treat customers as orders numbers. STAY AWAY! Companies are only as good as the solutions offer during a mistake, and Wayfair is TERRIBLE!”

Helpful Report

Posted 4 years ago

“I ordered 6 chairs last year that wait for about 2 month to arrive and the items don't look quite the same as the image although it is acceptable but I don't bother to return after waiting about 2 months to arrive. They has re-stock charge as well if I return items. Worse thing happen now is I don't know that they save my card details. Recently my wife browse through their site using my same email that were automatically connected to my account. Two days later when I see an email stated that the desk has been dispatched which is paid by my old card details and state delivery address to old address too. I contacted customer service ask them to cancel the order as I don't authorize the payment and the transaction is done at about 6:00am when i am still in bed. They asked me to accept the order first and then to return for a refund after postage and re-stocking charge. I insist not to take the order, since the address is wrong and it is large items that not easy to organise courier to return back and then also deduct money for re-stock. When I contact customer service at the first few email, There was one email reply from their customer service state they will refund me to my card in 3-5 working days. But then after a few hours, another email ask me to contact credit card to raise disputes if i want to get refund. It is a painful process of keep and dealing with this amount since they are making me a difficult way to claim this amount back. it is pain to contact credit card company about this fraud and wayfair also say as it is claimed to be fraud so money back does not apply too. So they got the £95.99 from my card and even thought I got nothing, I shall not get any money back as return and refund policy doesn't apply too. it has been really bad experience to deal with this company. Never let them store the card details on their system as they can easily take card payment.”

Helpful Report

Posted 4 years ago

“Ordered a queen bed on 8/4/2020, said it would be delivered on 8/6/2020. Everyday I get a new date to deliver. Should have just ordered it on Amazon when I ordered the mattress. Received the mattress, still no bed. Just a new date (3rd time the date was changed), still no bed.”

Helpful Report

Posted 4 years ago

Wayfair is rated 1.5 based on 2,238 reviews