Wayfair Reviews

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

1.5 Rating 2,241 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,241 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

“They have the worst customer service I have ever seen or heard in my entire life, the customer service very poorly trained can’t even get a proper order, the same order was taken 3 times and 3 times were cancelled and each cancellation moved the delivery date a week further!!! If you need your order within a month then don’t even bother to choose them as your order might end up reaching you whenever they feel comfortable to send it because you might unexpectedly receive an email saying sorry!!! Very disappointed”

Helpful Report

Posted 4 years ago

“Customer service? There was none. No one could offer any help only empty apologies after they themselves and their courier company couldn't tell me why my package hadn't been delivered at the time they stated or where it was now or when it would be delivered. After making an official complaint I was told the only compensation I could receive for all the money spent phoning around companies trying to find answer and the time I had to take off work to wait for the parcel was a 10% off voucher for my next purchase. I declined as I will never be using Wayfair again. This was my first and last time using them. Absolutely shocking service!”

Helpful Report

Posted 4 years ago

“Wayfair employ rude, aggressive and confrontational drivers. One of their drivers couldn't find my property and ended up cancelling the delivery and making physical threats towards me (a man who has my address). I then had to rearrange the delivery for the following week and waste another day waiting in for delivery. Despite all this, Wayfair (PamG) refers me to terms & conditions that they have the right to cancel an order if they want to basically, and have said they will provide assistance with a POLICE ENQUIRY if needed. Apparently, they don't record the calls, so drivers can do what they want with no consequences. Wayfair offered me a 10% discount off a future item as an apology... ALSO I've ordered over £1,000 worth of items with them over the past 3 months and the issues I've experienced so far are: MISSING PARTS (X2) ITEMS ARRIVING DAMAGED ITEMS NOT ARRIVING AT ALL DRIVER REFUSING TO DELIVER PARCEL DRIVER MAKING PHYSICAL THREATS TOWARDS CUSTOMERS ITEM ARRIVING COMPLETELY DIFFERENT TO THE PICTURES (X2) DELAYED DELIVERY Another strange one is that they repeatedly CANCELLED my orders of 'discounted' items, telling me it isn't in stock any more and issued me a refund. This happened X5 TIMES. IKEA is better quality, cheaper, and you probably won't have your time wasted or safety compromised. AVOID!”

Helpful Report

Posted 4 years ago

“Ordered a single bed which was made up of 4 individual packages, i was informed the delivery would be made on the Wednesday which was just 48hrs after ordering which i thought was good, however pard delivery was made on the following Monday, but missing one box, the bed slats. I immediately contacted Wayfair who said they would look into it. After numerous emails mainly by myself they reported that the courier had lost the package, so they said the courier would check the warehouse to see if it could be located. I suggested that they should send a replacement immediately which they declined to do saying i would have to wait until the following Monday to enable them to carry out their search. I reluctantly waited until the Monday and as they hadn't contacted me i contacted them. They responded by saying they would put a replcement in the post which i did receive on the Wednesday, nearly 3 weeks after placing the order. Simply not good enough”

Helpful Report

Posted 4 years ago

“The poorest delivery service imaginable!”

Helpful Report

Posted 4 years ago

“Disgraceful company, unwilling to address my complaints: blamed the courier when they didn't supply the item to them. Cancelled my order when I didn't want them to, and then didn't offer me a replacement, causing me to lose a £15 voucher and hundreds in savings. Absolutely useless and disorganised, showing no care for their customers (I had previously ordered from them) whatsoever.”

Helpful Report

Posted 4 years ago

“Ordered a desk. Received the wrong colour. Went through the rigmarole of photo evidence etc and returning the desk. Waited a week and received my replacement... same problem again, they've sent the same incorrect colour and the first time. Makes a complete mockery of their "next day delivery" promise - you may get your first order the "next day" but maybe not exactly what you wanted. After that who knows!”

Helpful Report

Posted 4 years ago

“Due to security breaches on my account Wayfair have allowed 2 x payments to be deducted from my bank account without my knowledge or authority, totalling over £200. Both the bank and Trading Standards have advised that it is Wayfair's legal obligation to refund the money but they are not accepting this. I am now having to take the matter further.”

Helpful Report

Posted 4 years ago

“Never buy from Wayfair! They deserve 0 stars but unfortunately that isn’t an option. Received the wrong colour item which they organised a replacement for. The replacement came and was the wrong colour... again!! I had to take 2 days holiday from work in order to wait for them to pick the wrong items up. I asked for a refund in the end to save my time and to save my holiday days from work. Still haven’t received the refund nearly a month later. Calling them every other day to hear their excuses. This was just the issues with 1 item from my order, I could write a book with the rest. Just not good enough.”

Helpful Report

Posted 4 years ago

“I ordered a sofa set from Wayfair during boxing day sales. Ordering on website was straight forward until the time of delivery. This is when things went down hill. I selected the day that suited us which was available slot. Thinking we would receive it 3 weeks (22 Jan) but to our surprise had a call from their courier XDP who wanted to deliver for 20 Jan as they are in the area. We had to have it for 22 as it was day I'm off. After calling Wayfair to advise that XDP got the delivery date wrong. I couldn't never get through to their phone number. We kept getting texts which were not consistant. Anyway after making several calls to Wayfair going back and forth the delivery should up without notice. The driver turned out to be rude, arrogant and obnoxious. He did not like when my partner challenged him that why we did not receive any notification to confirm the delivery. He went off waving his paperwork at my partner and argued then just walked off. So I called Wayfair and complained 3 times and emailed. They were sympathetic but still assumed we rejected the delivery. I had to reiterate my experience with their delivery company. Yet again, received call for delivery? When I cancelled it due their services. Now , I am waiting for my refund which will take 5 days after they receive the sofas back to their warehouse.”

Helpful Report

Posted 4 years ago

“An utter disgrace. Having ordered an expensive item, I was given a delivery window. They failed to turn up. I chased them, and was told I had asked them not deliver it! I asked for a manager, 5 times, they refused. I asked for their complaints procedure 3 times, they refused. Everyday it was me chasing them, and everyday brought more lies and ignorance. And this was only one occasion. They never deliver when they say. Nothing ever looks the same as the pictures. And most things are damaged. Never again. At least amazon have the decency to speak to you.”

Helpful Report

Posted 4 years ago

“As a carpenter/joiner I went to put a friends "florenz" chest together,what a load of rubbish...over £500 for £10 worth of ill fitting chipboard , a monumental rip-off and to make matters worse a damaged top that she has to wait 4wks for a replacement. My advice is go where you can buy real wood furniture which is dlivered as one piece of made furniture.”

Helpful Report

Posted 4 years ago

“I really wish I'd never ordered from this company. Today I received a, bookshelf that cost me £49.99 plus £9 delivery. I've had to send it back because its not the right colour & I'm being charged £20 to return it plus the £9 delivery cost! So basically because its not the colour I expected, doesn't look like the oak that I ordered, I'm now out of pocket by £29!! Absolutely disgusting! Will never order from them again & will make sure everyone I know finds out about this awful company. Also they're picking up my parcel from the roadside, not from my house!! That means I've got to drag a heavy parcel down the path & just hope it doesn't get stolen in the meantime!! I wish there was a zero button because that's the score I'd like to give them!”

Helpful Report

Posted 4 years ago

“ordered a sideboard. Was told the item would be delivered on the 9th Jan. 4 weeks after i ordered it. so booked the day off. was told on the 8th Jan the item was at the couriers. so had no qualms. No sign of the order on the 9th so i called wayfair who said it will be the 14th. so booked off the 14th. no sign of the order on the 14th. got an email two days later confirming it would be the 20th. 6 weeks after ordering and one week late on delivery as well as two wasted holidays from work the item has arrived. Damaged!”

Helpful Report

Posted 4 years ago

“Avoid at all cost, I made an order for a 6 drawer set. there was about a 5 week wait at first, the order then got pushed back a week due to unforeseen circumstances. 3 days before the final delivery date I was emailed to say the order had been cancelled due to the line being discontinued. We were desperate for a new set of drawers and had waited now 6 weeks just to start the whole process over again. Thank you very much wayfair for the worst service I have ever experienced in my life. Heed my warning people and stay away!!!!!”

Helpful Report

Posted 4 years ago

“i would have given zero stars if there was an option. I ordered two wall lamps of the same type and a garden bench. After 2 weeks, the garden bench still hasn't arrived. I didn't open the parcel for the wall lamps, but when my electrician did, it was of two diffident colours! I have asked for a refund for for the bench, still waiting! They have said they will send a replacement lamp, still waiting. Absolutely shoddy service!”

Helpful Report

Posted 4 years ago

“My first experience in using wayfair I was very let down. I ordered a TV Stand as felt looked good quality for money. Before I ordered the delivery date stated get it by a certain date, therefore I went ahead as purchased. After purchase I received 2 separate emails 3 mins apart with 2different ESTIMATED delivery days for same item!? I was confused by this. Firstly as I was now unsure which date it would arrive, and secondly as it stated estimated but had not said this prior to my purchase. This means you don’t know what date a large item will be delivered, and have to wait around for the order. Even after tracking the item as offered, it did not arrive within the time stated. I contactedWayfair about this, and they said sorry for this hopefully it will arrive today! No offer of any other solution! Very disappointed will not be using the site again feel let down and wasted a lot of my time.”

Helpful Report

Posted 4 years ago

“If I could give zero stars I would. My 1st experience with Wayfair was fine. I ordered Christmas decorations last year and I had no problem until now. I ordered a blender and was given a ship date and everything. About 2 weeks later I realized I still haven't recieved my package so o called and was told that they no longer had the blender so they canceled my order however they forgot to inform me. I also ordered a bed (with the blender) it never came. Im done”

Helpful Report

Posted 4 years ago

“I have ordered with wayfair in the past and was happy with the service and delivery, unfortunately I didn't go thru online reviews before ordering again. Ordered and entertainment unit on 23rd Nov 2019, which is currently advertised as order now and get it delivered by 21st Jan (3days). The original delivery date was 14th Jan. No intimation or email, called up on 13th to confirm delivery and I was told it was pushed to 21st Jan (no reason given). They did refund £65 of the £650 order after I sent a complaint email. Called up today to check if the date is still on and I've been told the delivery will now be on 4th Feb again no reason given and they didnt send any email or text telling about the delay. How in the world are they advertising a 3 day fast delivery? This I would say is fraud!”

Helpful Report

Posted 4 years ago

“Worst bed company in the world my bed broke and my wife hurt her back”

Helpful Report

Posted 4 years ago

Wayfair is rated 1.5 based on 2,241 reviews