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

“Wayfair is terrible. They do not honor posted prices and just cancel your order. At least walmart honors their posted prices!!! And I am NOT a walmart fan!! Then they fall back on their "policies" that are only there to protect them from false advertising charges!!”

Helpful Report

Posted 4 years ago

“I ordered a large Chester Draw set with the knowledge that the package was next day delivery as it had stated that on the website and in the order confirmation email. So I spent the next day indoors waiting for my parcel and it didn’t arrive not only did it not arrive that day but it didn’t arrive the next two after that. When I called customer services she asked if I received a notification that it was delayed I stated clearly not or I wouldn’t have changed my schedule for the last three days. She then said she was sorry but next day is only and estimation so she can’t tell me when it will come. I then asked to cancel the order and was told I’d have to pay to cancel it even though this was due to their incompetent delivery system. She apologised and said she would monitor the situation as if that helps anyway. I will never shop with them again.”

Helpful Report

Posted 4 years ago

“If I could give zero I would! Absolutely disgusting customer service, i used the app and an item was no longer available but they managed to charge me £221 out of my bank account and the order didn’t process. I then had to email them, and explain everything. I then got several messages back saying different information, and basically they tried to shift the issue around and not refund me. Only after stating I would take legal action I got refunded. I had to show numerous screenshots and it was just a super bad experience especially over the Christmas holiday period. They also didn’t apologise which was VERY RUDE. Bottom line: ABSOLUTELY AWFUL EXPERIENCE! UNTRUSTWORTHY!”

Helpful Report

Posted 4 years ago

“We ordered a pool/ping pong/air hockey table from Wayfair for Christmas. We planned ahead and scheduled delivery for December 23rd so that we could surprise our kids. When the delivery came, it was damaged so we immediately called Wayfair. They suggested we take the damaged one so that our children would have a Christmas present and that they would send us a new one and switch it out after Christmas. Great idea...so we communicated that to the delivery people, but they said they needed to get that information from Wayfair before they could bring it in the house. Brandi, with customer service said that she would call the driver and inform him of the plan. A few minutes later the delivery truck drove away. I have been talking and on hold with Wayfair representatives all day. Some have told me they will try and deliver it, others have said it is now impossible. With the late hour, it will not be delivered and therefore my children’s Christmas will be ruined. Due to the high cost, that is the only present they were to get this year. Because of this experience, my evaluation is that Wayfair customer service is horrible and I will never shop there again! Since Wayfair cannot control what their delivery drivers do, don’t purchase from them and save yourself the hassle.”

Helpful Report

Posted 4 years ago

“Terrible customer service. Don't know how they are still around with the shocking customer service. If goods are faulty and you received a discount voucher, don't expect a refund. They just use your discount voucher.”

Helpful Report

Posted 4 years ago

“Michigan buyers of Large items, BEWARE!!! Wayfair uses a company by the name of JW Logistics, they are the worse company I’ve EVER dealt with. We waited a couple months to take advantage of Black Friday sales & bought a 14’ long shuffleboard table. Were told that it would be delivered in ~ 2 weeks. For the last 8 days, I’ve been Jacked around for delivery. Both times, I get a text message stating “Your item didn’t make the truck and won’t be delivered today. We are unable to locate your item.” So let me get this straight, you lost a HUGE 3’x 14’ item? TWICE!?!?!? Wayfair was nice e ought to credit 10% for the inconvenience the first time. Now I’m just fed up and have asked for a full refund. So there goes the Black Friday savings and the 10% credit!! I refuse to buy from Wayfair anymore until they partner with a more reputable delivery company!”

Helpful Report

Posted 4 years ago

“Terrible service, ordered a wardrobe but was informed by couriers that product was damaged and they could not deliver. I therefore expected my card to be refunded as we said we no longer wanted the product (this was the second wardrobe which we had ordered which had serious damage). However when I chased up my refund I was informed that my order had been marked as delivered and I'm currently still waiting for an update whist they try to track down the wardrobe before they will issue my refund.”

Helpful Report

Posted 4 years ago

“I will never buy from them again ! I bought a digger bed and gave them clear instructions to leave with my neighbours but it was never delivered, sons Christmas present will now not arrive till feb because the item has gone, when asked for my refund I have to wait another week for that and then re order what a joke !”

Helpful Report

Posted 4 years ago

“Very poor experience on delivery of a wardrobe. Placed an order for an item that was supposed to be in stock. after payment was collected the delivery date changed to 2 months later, then another 4 weeks. finally the wardrobe arrived, but one of the boxes was missing. After several emails and telephone calls Wayfair are now saying it will take another 8 weeks to deliver the extra box.”

Helpful Report

Posted 4 years ago

“Shocking. Ordered a tv stand, sent me the wrong one. Then, I was expected to stay in all day for pick up. I should of not of bothered with them after that but like a fool....I ordered another tv stand, and guess what, they sent the wrong one again. I would stay well clear of this company. It is alot of hassle sending items back because they can't send the correct items.”

Helpful Report

Posted 4 years ago

“Ordered tv stand on the 29th November got told it will be delivered on the 9th December, then the 19th, then the 23rd now been pushed back until the 27th January, I tired to cancel the order but couldn’t because it’s been dispatched, I have emailed them but no one from wayfair have connected me themselves. Will never use this company again”

Helpful Report

Posted 4 years ago

“DO NOT BUY FROM THIS COMPANY!!!! DO NOT BUY FROM THIS COMPANY!!!! I ordered a sofa on the 11th November and I have had up to now ‘5’ yes you read it right that’s five failed delivers. Not 5 failed deliveries because I’m not there but 5 failed deliveries because the van was full so couldn’t fit it on. Or it has been lost so they will have to locate it somewhere around the country. Or delivery will be 4 hours late which means 4 hours after their time slot would be 9.30 PM so obviously wasn’t going to come then and then repeated excuses or last time no excuse at all just didn’t turn up as I think they couldn’t think of another excuse. I actually think the sofa doesn’t exist or perhaps a wayfair employee or panther delivery employee is right now enjoying it in their living room because we certainly aren’t ? I have tried customer services and been referred to delivery solutions who say the right thing on the phone but then must go to lunch and forget to follow it up as nothing has been done to solve this problem. I will now have to attempt to get a refund and try to get a sofa elsewhere before Christmas otherwise we will be sitting on the floor to watch our Christmas films. I’m sure ‘Lorraine’ won’t be sitting on the floor at her house for Christmas and I’m sure she wouldn’t do another TV add for them if she knew what a shambles they are. So the moral of the story is DO NOT BUY FROM WAYFAIR!!!”

Helpful Report

Posted 4 years ago

“DO NOT BUY FROM THIS COMPANY!!!! I ordered a sofa on the 11th November and I have had up to now ‘5’ yes you read it right that’s five failed delivers. Not 5 failed deliveries because I’m not there but 5 failed deliveries because the van was full so couldn’t fit it on. Or it has been lost so they will have to locate it somewhere around the country. Or delivery will be 4 hours late which means 4 hours after their time slot would be 9.30 PM so obviously wasn’t going to come then and then repeated excuses or last time no excuse at all just didn’t turn up as I think they couldn’t think of another excuse. I actually think the sofa doesn’t exist or perhaps a wayfair employee or panther delivery employee is right now enjoying it in their living room because we certainly aren’t ? I have tried customer services and been referred to delivery solutions who say the right thing on the phone but then must go to lunch and forget to follow it up as nothing has been done to solve this problem. I will now have to attempt to get a refund and try to get a sofa elsewhere before Christmas otherwise we will be sitting on the floor to watch our Christmas films. I’m sure ‘Lorraine’ won’t be sitting on the floor at her house for Christmas and I’m sure she wouldn’t do another TV add for them if she knew what a shambles they are. So the moral of the story is DO NOT BUY FROM WAYFAIR!!!”

Helpful Report

Posted 4 years ago

“Sofa bed paid for and delivery notification received to say it would be delivered on 11.12.19. Checking the status updated I noticed the delivery was not happening due to incorrect customer information. Five days later, after many phone calls to Wayfair and a formal complaint I received notification from the delivery people the sofa be would be delivered this morning between 8.05 and 10.05. Checked the status delivery at 9.45 to find "delivery could not take place because of incorrect customer data". On the phone to Wayfair AGAIN since 9.47. The delivery company, Panther, are absolutely useless. Had I realized the service was so poor yet they are so quick to take my money - paid for in full, I would have gone elsewhere. Absolutely disgusted.”

Helpful Report

Posted 4 years ago

“Returned unwanted item on 2 December 2019. Despite 2 chasers still no refund!!”

Helpful Report

Posted 4 years ago

“The worst quality of furniture in the world .. Deliveries very long most of the elements damaged, not suitable for mounting elements from other sets for the short side panels .. Broken glass and unpainted metal elements .. No visible sides of the board you can see chips from the chipboard. The edges are visible sackcloth. No screw. The element replacement service lasts up to two months. I do not recommend”

Helpful Report

Posted 4 years ago

“Just purchased a duvet set and was very disappointed as the print looks very washed out compared to website picture and quality is not great either.”

Helpful Report

Posted 4 years ago

“I ordered a bed. Only 2 out of 3 boxes arrived ... neither for the correct item, from 2 completely different beds. I was asked if I would like to buy them at a reduced rate!? The bed I'd originally ordered was then out of stock so they returned my money, however, i now have to arrange for the pick up of the items. It's been a farce from start to end. Will never use them again.”

Helpful Report

Posted 4 years ago

“Ordered bedside drawers as gift for my sons new home. Wrong product sent contacted Wayfair who reassured me correct product would be sent and offered me 15% discount off product. Only to send out another set of wrong drawers!! Requested refund and received refund minus the 15% they had given me for the original wrong item sent. Poor company would definately not recommend.”

Helpful Report

Posted 4 years ago

“Only had part of my furniture delivered, missing parts! Have yet to deliver the missing parcel and have had no update on what’s actually happened to the missing parcels, what a joke, I will not be using wayfair again”

Helpful Report

Posted 4 years ago

Wayfair is rated 1.5 based on 2,241 reviews