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

Write Your review

Tell us how Wayfair made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“Placed and paid for.my order and 2 weeks later had an email to say I was getting a refund. My order had been discontinued! Rubbish! If I hadn't have contacted them I think I'd still be waiting!!!”

Helpful Report

Posted 5 years ago

“Absolutely shocking service. I ordered a sofa one month ago that still has yet to arrive. After initial delays in shipping (whatever, it happens), it was transferred to Hermes for delivery. Hermes held it in their local depot for weeks; after complaining to Hermes, they told me it was Wayfair's fault -- they noted that Wayfair sent it via small parcel courier (yes, a sofa is a small parcel apparently!!) and was too heavy for their day-to-day deliverymen. After notifying Wayfair of this, they lied and said that Hermes had attempted delivery multiple times (verifiably untrue), and unilaterally decided to ship me a replacement sofa -- via the same shipping method as before! Unsurprisingly, it's now stuck at the Hermes depot - just like before. I am truly shocked at the sheer incompetence I've dealt with during this process. Wayfair is a truly reputable and excellent company in the US -- what on earth happened with their UK outpost?? Will absolutely be the last time I order from them...beware.”

Helpful Report

Posted 5 years ago

“I bought some fake flowers and when they arrived I discovered that they were really cheap looking and that you can spot a mile off that they were fake! I was so disappointed with the 4 I had ordered that I wanted to send them back, but the not so customer friendly Wayfair wants at least £4.99 (postage) for each item to be returned. So each item costs £8.38 and they want £4.99 postage each, as apparently they are sold separately and they can only be returned that way, even though they were in the same order and arrived together! This was my last order with them.”

Helpful Report

Posted 5 years ago

“I purchased a pillowcase which on its own would be a reasonable quality. However, it was to go with Belledorm sheets with a 600TC. The differences in the TC was definitely noticeable and I therefore decided to return the pillowcase. This is where Wayfair failed very badly. The Wayfair return policy states "Please note you are responsible for the cost of returning items. “If you choose for us to arrange for them to be collected” and/or shipped the return shipping charge can vary between £4.99 - £14.99. I contacted Wayfair advising I did not "choose" to use their collection service. Wayfair then refused to provide a return address stating the only way to return an item is to use their own service with the carriage being deducted from any refund. I checked the cost Royal Mail signed for service would be £2.03. for the return of my single pillowcase. Buyers beware returning items using Wayfair's return system is very costly. In my case not worth returning the item! I have now looked on the internet and was shocked at the number of people with the same complaint (many even charged when the item was returned as faulty). Wayfair this is a "TOTAL RIP OFF" and not what you would expect from an on-line company where people can't see before they buy.”

Helpful Report

Posted 5 years ago

“This company's behaviour is dreadful. I ordered a garden bench, listed as in stock on 23rd April. I received notification after 2 days that it had been shipped, then heard nothing more. After two weeks I chased it. I was advised that my query would be passed on to 'specialist delivery team' for investigation and that they would get back to me by the end of the next business day. It took 3 days for them to contact me: with an email to say the item had been re-ordered and that it will be delivered by 19th July. That's over two months from now. No explanation was offered as to what happened to the item which they claimed was shipped. I have been trying to phone customer service now for over 6 hours. The number is continusly engaged. AVOID this company”

Helpful Report

Posted 5 years ago

“I ordered a armchair and side table . Before the armchair was dispatched I changed my mind and cancelled the order. However Wayfair had charged me and 2 weeks later still not been refunded the amount ! When I go online to check status of my refund and order, there is nothing showing under my account !! Terrible ! Instead of spending so much money on tv advertising , maybe they should spend money on getting the customer service right !!!!”

Helpful Report

Posted 5 years ago

“I ordered a ceiling light from Wayfair around 20/4/19 which arrived in around 3 days on fitting the light I discovered that it was faulty, so straight on to customer services and the girl was so good ordered a replacement right away and said it should arrive within 3/4 working days now its 8/5/19 and a few more calls and the item still has not arrived due to the first one being lost somewhere so another replacement has been ordered which should arrive in 3 working days ( only deliver Monday to Friday ? people need a rest the customer service gentleman advised) so if the replacement does not arrive on 13/5 as promised i will be requesting a refund , either way i will not be ordering or recommending this company to anyone”

Helpful Report

Posted 5 years ago

“Horrible experience! Ordered a Hillsdale desk and it came broken. Called immediately for a replacement and it has been 13 days and I still don´t get it. Wrote a negative review on the product on wayfari.com and they won´t post it (it doesn't have any bad words or anything, it just says the product is broken and I added the pictures). Customer service is the worse, they keep saying sorry but no one does anything about the problem.”

Helpful Report

Posted 5 years ago

“Ordered a bed and was given a delivery date - half of my bed was delivered and was told they have no idea where the other half is or even when it will be delivered! I am 8 months pregnant and am now so sleeping on the floor waiting for this bed! Way fair did not care in the slightest - rude and extremely poor customer service AVOID AVOID AVOID”

Helpful Report

Posted 5 years ago

“Ordered the items then got a text givin me a two hour delivery slot fir yesterday but nothing arrived. I emailed the delivery company who did not respond and rang wayfair wi said they could attempt three times so not to worry. I explained they had not attempted at all but I had waited in all day. Wayfair didn’t care. Now I have no idea when to expect the good and darent take more time off work to wait in fir something that might never happen”

Helpful Report

Posted 5 years ago

“Given it one star as cannot continue with a zero. Ordered garden furniture 3 weeks ago, they took immediate payment from my bank. Didn’t arrive the following week then looked on the app to discover it was coming the following week - no notification! It then arrived on Wednesday 4/5 boxes. I have now made 6 calls after receiving no call back as promised, and have been told they’ll have to re-order. I’ve asked them to collect & refund. Do not use this company!”

Helpful Report

Posted 5 years ago

“I am only giving a 1 star due to there not being anything smaller ordered an item didn't arrive have now waited a month for a refund after being told to contact my bank with an arn number which bank say only wayfair can trace!! Had enough it's not fair all staff contradict each other!!”

Helpful Report

Posted 5 years ago

“I purchased 2 items but both cancelled, only one was refunded! I have called customer service a few time but with still no refund. All the people I have talked to have never said sorry and they have seemed really disinterested in my problem. Still waiting for my refund today!! Not happy at all. Your company needs some customer service trading asap!!”

Helpful Report

Posted 5 years ago

“Extremely Disappointed Have ordered a first wardrobe on the 5th of March with a delivery date at the end of the month. A few days before expected delivery day I've received an email saying that the item was discontinued and therefore my order has been cancelled and refunded. Phoned Wayfair to find out what was going on, they were very apologetic and gifted me £50 of credit for the inconvenience, which I've spent towards ordering another wardrobe from them. The second order was placed on the 29th of March with delivey date yet another month away. As the delivery date was approaching I've received another email saying that my order was being delayed and my new delivery date will be mid July which is almost 3 months away! Not willing to wait that long I've phoned Wayfair customer helpline and asked to cancel the order. I was assured that my order was cancelled and I should receive a full refund in a few working days. Which I have not. So phoned them again to find out that my order was NOT cancelled, as they have to contact a manufacturer in Germany to request the cancellation (why wasn't it done the first time?). So I need to wait several days for the cancellation to be requested, then another several days for the refund. 2 months on I am without a wardrobe and without my money so I could purchase one elsewhere. Being messed around like this by a supposedly reliable company like Wayfair has put me off buying anything from them ever again.”

Helpful Report

Posted 5 years ago

“ordered a garden parasol £350. back in March! they cancelled my first order!!! something to do with different billing and delivery address! and now still waiting for new order to arrive. JOKE. wont be using these again.”

Helpful Report

Posted 5 years ago

“Utterly dreadful. Do not buy from this company. Ordered a dressing table, stool and mirror, arrived damaged and marked. Was dreadfully low quality and asked for a full refund. Have been charged for returning the item to cover postage and packaging! And yet on the date selected for the courier to come no one arrived. Still waiting for the parcel to be collected and therefore have still not had the refund! Appalling company. Will never buy from again and will never recommend.”

Helpful Report

Posted 5 years ago

“Ordered £700+ worth of garden furniture, which was supposed to be delivered 18/04/2019. To then receive a text message to say it would be delivered 19/04/2019 @9:45am. We weren't happy it had been pushed back a day because we had taken a day off work for delivery of the item. however this morning when the parcel was supposed to be getting delivered we received a text @8:30am, yes an hour before it was meant to be with us.. to say it hasn't reached the driver in time to be delivered so they will be in touch to re-organise delivery. if I'm being honest I think this is appalling service considering we've spent £700+ on garden furniture and if we knew it wouldn't be delivered by this weekend (THE HOTTEST WEEKEND DUE THIS YEAR) we wouldn't have ordered with WAYFAIR. we would have ordered with a company that we have used before and delivers when they say they will. It almost feels like they have taken the order quickly and proposed that they will deliver it when in actual fact I don't think delivery Thursday or Friday was ever going to happen. disgusted!!!”

Helpful Report

Posted 5 years ago

“First time I have ever used wayfair, the wrong item was sent. Customer service was poor, have to wait over a week for replacement item and arrange for pick up of the wrong item. No compensation offered, I was just thanked for shopping with wayfair. Would not recommend nor would I use again.”

Helpful Report

Posted 5 years ago

“I ordered a large wall print £70 which l feel is a expensive print . It came on date given . It was draped in small thin bubble wrap then brown paper .. nothing protecting in transit.. The print so disappointing the finish was very poor a plastic print stretched over a thin wooden frame with staples and gaps causing ripples. No hanging attatchment either . Very poor quality for money”

Helpful Report

Posted 5 years ago

“Well, I was the victim of Bait and Switch. Bought chair on clearance. You charged me, sent expected delivery date, but apparently my chair vanished, just vanished into thin air. However if I still wanted it, another one from regular stock could appear at full price. What BS. You guys must think your customers are fools. Order #2901523469. Shame on you.”

Helpful Report

Posted 5 years ago

Wayfair is rated 1.5 based on 2,242 reviews