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

“Everything went wrong. In July 2019 I bought an ottoman bed. All was well till May 2021 when we found one side panel all bulged out. I supplied photos and they said a new part would be sent out..... So far so good. Two weeks later an email was sent to say the part was not available. I was offered 15% refund if I kept the bed. The area that was bust was load bearing so I refused, I was then offered a refund but have to buy packing materials and pack it myself, not handy at 67 with spinal stenosis. I shipped around for a replacement but went back to wayfair two days later and ordered a standard bed at £100 more than the ottoman bed that was faulty. No refund came and the bed that was supposed to come on the 8th June was attempted to be delivered on the 2nd, of course I was 20 miles away and that was after I was told by wayfair to ignore the text from the courier as it was a mistake. So did the bed come on the 8th? No in a word. I've now had to reschedule it for next week the 16th. The refund eventually arrived after 17 days. The old bed is outside all wrapped up and packed after 4 hours work involving two people and is scheduled to be collected on the 10th June. In all I've had to call Wayfair 12 times to sort out this mess. As yet I've the new bed to be delivered so let's see what transpires. Avoid them, the customer service is awful, there are mistakes galore and some products are poorly made, that's to be expected as stuff is cheap and made in the far East, my budget is limited so unable to afford a bed that costs a grand.”

Helpful Report

Posted 3 years ago

“I’m nearly 70 years old so take this review to heart. The single order I placed with Wayfare has been hands-down the worst, repeat that WORST buying experience of my life If I got word that they were giving away a house full of furniture free of charge white glove delivery free assembly all of it together and they offered it to me I would say thanks but no thanks I will go someplace else and pay hard earned cash for anything I need How one single order could go so wrong is beyond me If you are considering a purchase from this company thanks again go someplace else buy the raw materials make it yourself. Rub a magic bottle and wish for whatever you need even that would be better than placing an order with this company Finally this review is not a reflection of any customer service agent with whom I spoke because they all try to be helpful the company failed whoever is in charge of this company should be replaced because whatever policy and process they have put in place isn’t working for the customer and if the needs of the customer don’t matter then why are they in existence? Everyone I spoke to try to help but the company as a whole failed”

Helpful Report

Posted 3 years ago

“I ordered my product and paid in full in December. Wayfair keep delaying the delivery date yet they are advertising the product today with next day delivery. They just cannot be trusted. I have phoned several times but just get fobbed off. This can not be legal. I shall be reportingthem to appropriate authorities”

Helpful Report

Posted 3 years ago

“Ordered marked as delivered (stolen by shipper) despite not being delivered. Surveillance footage shows no delivery truck or drop-off was made at the claimed delivery time. Had to go to my credit card company and perform a charge-back to be made whole again. Scumbag company. Avoid at all costs. Find somebody local for your furniture needs.”

Helpful Report

Posted 3 years ago

“I ordered the Dakota Fields, Ventura 8 seater rattan outdoor set on 30th March paying £1,277.99 and it was due to be delivered in April but then the Account shows May 13 which was fine with me. When it didn’t arrive at that time I called to chase it up. They said they would look into it but didn’t come back to me. I called again last week and said it was actually May 2022 not this May now. So they have then automatically put this as ‘Pending Cancellation’. The reason Wayfair have done this is because they are now selling this set online at twice the price - £2,549.99! They claim there are 9 left order quickly with delivery in 8-10 weeks! Yet they are cancelling my order! Surely this is not acceptable?! I ordered this in March deliberately before prices go up in the summer- which they now have! It occurred on: 2021-04-30 I’m completely let down as I have family birthday event with no outdoor seating. Current prices of 8 seater equivalents now extremely high during peak season! This is not fair or acceptable. Wayfair should honour the price I paid- not their increased price for new orders. I’m already a customer waiting for this product and have been queuing for it’s arrival for months. Someone paying more for it now should not mean my order is cancelled! Plus they say I’m being refunded but it’s been a week and still no refund.”

Helpful Report

Posted 3 years ago

“Your handyman!!!!! I haven't seen one yet... HE KEEP CANCELING... I PAID 95 DOLLARS FOR THIS TO PUT TOGETHER TV STAND..NO HANDYMAN..MY WALL TV MOUNT, PAID FOR IT.. HAVEN'T RECEIVED IT!!!!!!”

Helpful Report

Posted 3 years ago

“Spent £800 on furniture for my parents . It was cancelled due to security??? Ordered again by phone and it was cancelled again ??? £1600 out of pocket and no furniture .”

Helpful Report

Posted 3 years ago

“Don’t buy from here. They said my item would be despatched by noon next day. I have not received the mattress in two days. Considering they said it would be with me by a day and that’s the reason I bought from wayfair I’m shocked. I called customer service and they won’t offer goodwill or compensation - also because of bank holiday it still won’t get posted for another 4 days. This means my disabled guest won’t have a place to stay and will need a hotel. Absolutely appalling. Literally don’t care about their customers”

Helpful Report

Posted 3 years ago

“First purchase ever from Wayfair and it has been BY FAR the worst overall experience I have ever had with any purchase, anywhere. It started when I purchased a $2100 gazebo. First problem was the shipping, it was scheduled to arrive about 2 weeks after purchase. When it arrived it was one 250lb box which seemed weird for a 13x15 gazebo that according to the order had a shipping weight of 550lb. When I pointed this out to the delivery team they said "nope, order only showed 1 box". So I contacted customer service to verify and got the same response, all the wood, metal hardware, and roofing panels were somehow magically stuffed into this one box. Oooook. Scheduled some friends to come by and help with the installation for the next weekend when I get a call from Wayfair right before they were going to come down. Apparently there was another giant box in their warehouse that belonged to me, they were sorry and would send that out but it would take another week or so to get. Friends couldn't reschedule so I decided to just eat the cost and pay the extra 600 to Wayfair for assembly. Apparently Wayfair contracts their assemblies through Handy.com. Handy gives me a date and schedules 2 guys for installation. I took all the parts out of the boxes and had everything waiting outside as instructed. Guys arrive and seem like good guys so I left them to work and ran to the store. Get a call shortly after from one of the guys saying that some vital hardware was missing or incorrect and that they wouldn't be able to assemble the gazebo without them. He tells me that due to the part being a special part and the product being out of stock at Wayfair they have no clue when the replacement part could come. But if I left it to him he would contact Wayfair, get the part from a contractor supply place he works with and I could either request a refund through Handy and pay him to come back and install or reschedule through Handy but that may take longer. I told him I appreciated the help and I would let him handle it. Felt bad they came out for nothing, tipped them both and left it at that. 5 minutes later the second installer comes back and tries to give me my tip back saying he felt bad for excepting because he believed the first guy (they are both independent contractors that Handy scheduled together) runs a scam. He said this is something apparently this other guy is known for in handy contractor circles. It's something he has done multiple times and he showed me messages between contractors to prove it. Apparently (from what they believe, I have no proof of this) the guy shows up, takes vital parts out of the hardware kit when no one is looking and then claims the product was shipped without the parts. He then offers to help get a refund for the incomplete item and set up a different installation directly through him so that he gets paid twice. I applauded the second installers honestly, told him to keep the tip he deserved, and that I would think on what to do. After thinking about it for about an hour I became madder and madder that the gazebo I purchased and was excited to have installed before memorial day weekend because it was my daughter's birthday and we had a family cookout planned, was not going to be put up because of what sounded like a man's lack of integrity. I called Wayfair and voiced my frustration at the entire experience from shipping to the trainwreck drama filled installation. Wayfairs response? "Sorry bout all that, we will reorder the hardware pack, may take another week or so for you to get. We understand you not wanting to reschedule through Handy for installation. We will request a refund and recommend you pay a different installer of your choice. If the request is approved it will take 3-4 weeks to issue you the 600 dollar refund for the installation, have a good day." Their lack of empathy was shocking but it's 2021 and this sort of response is par for the course. Overall terrible experience, would love to completely wipe my hands of it all, return the product and never deal with any of these companies again but gazebos are seasonal and sold out just about everywhere so I am forced to continue with this nightmare. So instead of enjoying my purchase over the holiday weekend I will be cutting and pasting this review all over the internet to help others avoid this type of headache, if you can.”

Helpful Report

Posted 3 years ago

“I wish I had seen these reviews sooner. I have been waiting over a month for my item. They have sent two emails claiming the order was lost in transit and they would resend it. They are impossible to get a hold of. Won’t ever buy something from them again. Lesson learned.”

Helpful Report

Posted 3 years ago

“Please, please, please do NOT use Wayfair - THEY ARE UNPROFESSIONAL, RUDE & INCOMPETENT! I am struggling to get a refund for almost £1,000 and they can not or will not deliver my order and I have been waiting for 22 days. If you like something on their website just google the product and the manufacturer and or other retailers will pop up from whom you can purchase the item directly and for a significantly cheaper than Wayfair who are Wayuseless, Wayunprofessional, and Wayexpensive".”

Helpful Report

Posted 3 years ago

“Our Item was a very large mirror. We had an email from Wayfair to say the item had arrived which told us that if we were out the item would be left with a neighbour. A note would be left to say it had been delivered. We were in all day on purpose to recieve the item. We did not know it had arrived till we got the email late in the day. Nobody had let us know it had arrived. Nobody had contacted us to say it had arrived. It was left on the groung floor in a public area by a sign which says nothing should be left in this area as it is a public area and things have been stollen. My husband is nearly 70 and had to manhandle this item up to the Third floor. This is disgusting and if they cannot apologise properly we will not use thisr company ever again. There was no actual apology they just passed the buck.”

Helpful Report

Posted 3 years ago

“Wayfair is an infection that we should kick out of Canada. Everything they sell is overpriced poor quality items. They probably do thousands of % of margin on their sells. They have 0 customer service, that can range from not answering you to being complete a-holes. You can't see anything you're getting, and yet they make it impossible for you to return anything, even if it wasn't as advertised. They make you pay shipping to return it, which can to go up to 100$ for furniture. And you can be certain that your item will at the very least be not in perfect condition even if new. Also, I bought something, and the next day they lowered the price to 120$ less. That is a crazy difference, and I would understand any store not refunding the difference if it was days later, but the next day of the order, they absolutely refused to do anything about this. They told me if I want this price I should pay the shipping to return it to them the day it arrives, then buy it again. Also, they left the box in front of my door, didn’t bother ringing to say it had arrived (I work from home to I know), and left. It could have easily been stolen or drenched if it was raining. You should absolutely do anything to not buy from there. Even if you can't seem to find the item you want elsewhere, it's probably just because they changed the name so that you don't find it. Right click on the item image, and do "Search Google for image". You should see at least a couple of other stores that has it, that probably has way better policies, better price, customer service, or is more local.”

Helpful Report

Posted 3 years ago

“Terrible return policy and not friendly customer service”

Helpful Report

Posted 3 years ago

“Absolutely appalling quality of furniture. Not helpful , will never buy from here again”

Helpful Report

Posted 3 years ago

“I'm in the UK. Really wished I had looked here before I placed an order. Terrible customer service - they are middle men so you are better placed going direct to the company who have your product. I'm being sent confusing messages to say that my item will be delivered a day before DHL have collected it. Don't use them is my advice - I can't answer most of the questions below as still waiting.”

Helpful Report

Posted 3 years ago

“ordered a couched that listed for $599 on 2-16-2021 and got an estimate deliver about 2 weeks. 2 weeks passed by, item got push back till 2nd week of March. That's cool, i can totally wait for it! when time come, it got pushed back again and when i call WayFair, the rep totally promised me it would be deliver to me by first week of April. Fast forward, the item got pushed back again and when i call, the 3rd rep promised me they will totally send me my merchandise by May-2nd. I got so frustrated because their rep continuing promising to follow up with me but i never get one(not even an email). Well, i didnt get my item by May-2nd either so i called Wayfair again and this time they told me that i need to pay an additional of $500 for the couch since they now listed for $1099 on their website! Totally frustrated i asked them to refund me and i would go ahead to buy a new couch at Ikea. It is now May-21st and i still not received my refund nor any email from them. I am basically speechless now!!! that's not how you run your business and i would not recommend this company! please take your money and do business somewhere else, when they take your money, it will be immediately but when it come to refund, it will be dragging with a bunch of excuse and promises!!! It will be the first and last time i would do business with this garbage company!!!!!!! p/s: spoke to total of 2 managers, 5 reps and they all lied to my face( terrible way to managing your company)”

Helpful Report

Posted 3 years ago

“The delivery driver could not find my home, even though it's easy to locate with GPS. They were supposed to leave the package at the door. I missed the call and within 10 minutes they had given up and moved on. I had driven 1.5 hours to get there for the package. They then set up a re-delivery and I drove another 1.5 hrs to receive the package, only to be informed at 10 pm the night before that they had to reschedule. I had already driven there for a morning delivery. They reimbursed me for my gas, but I had to drive back another day to receive the package. I do not appreciate that you are at the mercy of a third-party delivery service.”

Helpful Report

Posted 3 years ago

“Would have given 0 stars if I could. Terrible experience, it has been three months since purchase and still didn’t receive the four chairs I ordered. I wasted so much time calling customer service, webchatting and emailing them without being able to resolve this. Wayfair has such poor control over stock shipped to the depot for a courier to deliver, which results in delivery dates appearing and then changing at last minute or just the goods not being delivered at all, leaving the customer waiting all day with no clue of what’s happening as no one tells you. Avoid at all costs.”

Helpful Report

Posted 3 years ago

“I ordered a chest of drawers as it was available for next day delivery. I drove an hour to the new property to accept delivery, only to find out that the delivery would be in 2 weeks time. I spoke to customer service who couldn't have cared less and was told I hadn't read the Ts & Cs correctly - delivery is only an 'estimate'. How can next day delivery be an estimate? They actually don't have any stock of this item in. However, 3 days after flagging this up to customer services, the item is still on their website as available for 'next day delivery'. Was not offered anything in the way of compensation. Avoid this lying company at all costs!”

Helpful Report

Posted 3 years ago

Wayfair is rated 1.5 based on 2,238 reviews