Wayfair Reviews

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

1.5 Rating 2,252 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,252 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I have been looking at an office chair for the last few weeks. I put in my trolley and didn't check out as wanted to double check with my husband that he was happy with the item. I went back and the cost had gone up by £10. I then wanted a week later and now it is advertised as November sales and the price has further increased £18 more from the sales price I original saw. So much for SALES!!”

Helpful Report

Posted 3 years ago

“So much confusion dealing with this company. The customer service can't solve problems. Zero response by email, waiting for answers about my order without benefit.”

Helpful Report

Posted 3 years ago

“ordered a day bed told it would b delivered in three days, given a time slot of 7am-20 waited all day nothing arrived. called the next morning told it may show up today .. again waited all day still waiting, terrible service no contact from the delivery drivers appalling. if it ever shows up we can review the item, not holding our breathe. thts two days wasted booked off work”

Helpful Report

Posted 3 years ago

“Stressful service, no communication from delivery drivers. They send you an email with a time slot and they don’t show up. Wasted a whole day waiting for nothing to turn up. Phoned back the next day and no one knows we’re my item is. Shocking service I will not be using wayfair again and I certainly would not recommend”

Helpful Report

Posted 3 years ago

“We received an item and there was a crucial part missing when we tried to put it together When we started a return iwe were charged £4.16 to return it although it wasn’t our fault !! If we rang you they would charge £6 + our service charge. TERRIBLE!!!”

Helpful Report

Posted 3 years ago

“I purchased two different daybeds both in the same month. One collapsed after only 4 months and the other one snapped the frame after only 6 months. My kids are teenagers, they don't bounce on furniture, none of us are heavy, these beds were made with poor quality. Customer service has been a nighmare. They refunded me the first bed after treating me bad, but the second bed they wont. I financed both which means I'm stuck paying double with their high interest rates on a bed that is broken.”

Helpful Report

Posted 3 years ago

“surprised by all the negative comments. A year ago I ordered 2 sheets, a bedroom bed, a rug and I am very satisfied . Everything is as in the description and pictures. Yesterday I ordered a rug for the hallway, which is already on its way. Satisfied customer”

Helpful Report

Posted 3 years ago

“I have ordered numerous things from Wayfair in the past. It is not so much about the quality of the items they sell but in my case the delivery partner: DHL. My parcel containing quite expensive Smeg juicer was lost/stolen. DHL it claiming it was delivered, twice actually. Once on the 12th of October, which was later changed to "could not access the property ". Than a week later delivered again, first notification said I have signed for it, than it was changed to left with a neighbour. No they did not!!! I have connected Wayfair numerous times asking for a refund. They are not helpful I'm getting the same kind of information from different people. They are investigating. Well I have CCTV I can provide a proof that no one from DHL was delivering anything. Give me my money back”

Helpful Report

Posted 3 years ago

“Ordered a desk. Wayfair use XPD as their delivery company. XPD couldn't find my new build address so went back to depot. This is where the problems started. Their lamentable App let me re-book for the next day. So I waited all day next day and nothing happened. The reason I found out later, was because the routes had already been set for the next day so the app shouldn't have let me choose the next day as delivery was impossible. XPD bother to tell me the day the app let me choose was impossible. I only found out by calling Wayfair direct. I couldn't call XPD as they make communicating with them as difficult and expensive as possible (7p per minute and you'll be say in a queue for a long time). XPD live chat on the App simply doesn't work, it crashes. Live chat on their website isn't a live chat, but a message taking service. Want to add special delivery instructions on the App? It says you can do this but when you try it isn't selectable, it doesn't work. So I had to ring Wayfair who then pass on the special delivery instructions to XPD, but you don't know this unless you call them and find out... I complained to Wayfair about the above and was told nothing would happen aside from trying to get some improvements in their service level agreement contract with XPD for some time next year, maybe... Wayfair and XPD seem to think customer's time is free and taking days off work to stay home in the vain hope a parcel may arrive is normal. Wayfair's view is the customer must revolve around Wayfair's processes and cheapest ever contracts with XPD for delivery. No complaints are allowed, or followed up despite me asking for this to escalated to a manager several times. Wayfair just hides its shoddy service behind customer service agents who are not empowered to fix, escalate or offer goodwill payments for complaints. Avoid Wayfair - do not use. To give some more context, Currys and Very both couldn't find my address on the same day. They both called me and I gave directions on how to find me, and they delivered, no problems. If they can do it, why cant Wayfair?”

Helpful Report

Posted 3 years ago

“I have this set of Cuisinart knives and was looking to replace one I had accidentally thrown away. The handles of these knives are round as pictured in the description. However, when I received it, it was a square handle and the printing didn't match AT ALL. When I contacted Wayfair, they tried to charge me over $7 to return it. I highly recommend avoiding Wayfair at all costs as they cannot be trusted to sell authentic products.”

Helpful Report

Posted 3 years ago

“No stars! Before item shipped they refused to cancel. Item is being shipped by FedEx, they refuse to bring to my door on the 3rd floor. Stay away from this company. I'll stick with Amazon from now on.”

Helpful Report

Posted 3 years ago

“Terrible - I ordered a cabinet, tv stand and nest of tables. The cabinet came damaged so I rang up and requested. Refund on the 3 of them. It’s been 3 weeks and I’ve rang up 5 times (yes 5 times) but am still not further. They’ve refunded 1 out of 3 items so I’m tempted to just sell them on eBay for a profit considering they are taking the p*** - never order from wayfairs, I used to think they where good but give actually never had such bad customer service”

Helpful Report

Posted 3 years ago

“I bought a bed frame from Wayfair on sept 20th. To be delivered as promised on the 27th. Long story short it didn’t arrive, contacted them, they told me they lost the bed frame. I then found out later from someone else at wayfair that my bed frame wasn’t lost, just damaged! They then told me they were going to ‘send a new one’ to arrive by 1st November, which was very annoying but I liked the frame so I sucked it up and decided to wait. This morning I have had an email from wayfair saying that they cannot send another one until April 2022 and they’ve refunded me. My whole transaction has been nothing but lies and appalling customer service. They are totally unapologetic and uninterested. Even the fact that on their 5th email to me they called me ‘Maria’ which isn’t even close to Sophie, my name. I will be sharing this experience and stopping as many people as I can from buying from this pathetic excuse of a company.”

Helpful Report

Posted 3 years ago

“I ordered two rugs from the same company on one order they arrived separately and I am not keeping them. Can you believe they are both being collected by different couriers and I have to pay two costs. £33 to have one returned and it’s not even heavy. £8 for the other. It’s a disgrace. My first and last order ever.”

Helpful Report

Posted 3 years ago

“Placed a large order which included 2 sliding wardrobes one being 200cm and 1 geing 150cm. They arrived earlier than expected (august)which we thought was great, even though we were not ready to put them together. We stored them in garage. When ready to put together taking into account each wardrobe had 6 boxes. Put together 200cm wardrobe only to discover that the 150 cm 1 had 4 boxes that were for the 200cm. Called them to inform them. They offered my a discount to keep. No good as it wouldn't fit in the space I wanted it. They arranged collect. Arranged new delivery date. All good so far. Or so you would think. New wardrobe arrives, only 5 boxes. Delay on box 2/3 yes this is the base panel so we cant even start to put together. Told will be dispatched on the 8th Oct and delivered on the 11th. Day before txt to say there is a delay. Called to speak to them. Again told they are sorry and this is not right but the order wasn't put through. Told they would raise an email and try to get out sooner. I have told them that this is for a dressing room and they are both to match. If they can not get the part than they need to pick up both the wardrobes, even though one has been put together. I just get an email saying sorry and that someone will look into it. Yet again.”

Helpful Report

Posted 3 years ago

“AVOID! Made an order on Friday 24th September with expected one day delivery. Had to chase on Wednesday 29th and was told to expect delivery on following day Thursday 30th. I was delivered the 2 side panels on the bed on this date rather than the entire bed. I chased again numerous times allowing days in between with regular updates from tracking XDP with same day expected delivery time. Very misleading and terrible customer service. I requested a refund of my installment paid on Monday 11th October as I still had not received it. DONT ORDER FROM WAYFAIR!”

Helpful Report

Posted 3 years ago

“I ordered Sarina Bunk Bed with Drawer on the 23 July Almost three months passed, and I did not receive my bed. Every time that I contact the call centre, I get the same response...we log a ticket someone will come back to you. after few days I receive automatic mail that it’s on the way and you I'll receive it by the end of the week, but nothing happened I asked for a refund. the call centre talk to me for 45 minutes and then open a ticket and said...you will receive answer in few days... So Carful!!! Wayfair does not always deliver. If you are the unlucky one that does not get your goods no one will help you and no refund guaranty.”

Helpful Report

Posted 3 years ago

“BUYERS BEWARE!! If you order furniture, not only do you pay extra for assembly, but you have to pay an additional $200 to return it. Worse, once you return it, you can’t review the item, because it’s no longer considered one of your orders.”

Helpful Report

Posted 3 years ago

“Wow where do I start. Ordered a sectional from these guys 35 days ago. First delivery attempt - delivery canceled by the shipper the day before via text message. I had taken time off work for the delivery because I had to be there. OK - No problem we rescheduled for three business days later. Again, text message received the day before that they had to reschedule. Next delivery attempt - delivery canceled by them 7:30 on the morning of the scheduled delivery. Again, I had taken time off work to be there as I was instructed that was my end of the deal. I was beginning to see this was going to be a trend as this was now the third time they canceled on me. But, Wayfair promised me that it would be there this Friday. Rescheduled again for Friday - got a phone call at 7:30AM again. This time the truck "broke down" just as they were loading my sectional. OK now I know they're lying to me. I work for a company that does plenty of shipping and receiving. If a truck breaks down there's another truck available within 30 minutes that is used to get the shipment to the customer. Wayfair says there's nothing they can do until next Wednesday when they will inevitably cancel on me again. I have no furniture in my living room as we moved the old couch out of the way when the initial delivery was scheduled two weeks ago. I held up my end of the deal - I paid for the item and was there on every scheduled date that was selected for me by Wayfair. No truck available is the worst excuse I've heard. They could have hired a mule team and had it delivered to my house if that was a valid excuse. I can't believe a company this large can be so inept. I will never give Wayfair another red cent and will tell every living person I know and will ever know about this experience. Don't make the same mistake I did. Buy from a local furniture store. Do not give Wayfair your money!”

Helpful Report

Posted 3 years ago

“This is the worst company I have ever ever come across!!! I have had so much trouble with my delivery the company disgust me, I will never order from there again!!! They order my item when I was not in, I told them I work and I requested wayfair to tell them to leave my stuff in my building as I was not in. Then 3 arranged times my items where suppose to come (the days I wasn’t in work) them 3 whole days my delivery never turned up after me arranging it over and over again with them. On the 3rd day they were suppose to be delivered they never turned up and just sent my items back with out even telling me, the second time that day I rang wayfair someone new on the phone said I was getting a refund, this was news to me? Let’s see if I get my refund off this scam of a company”

Helpful Report

Posted 3 years ago

Wayfair is rated 1.5 based on 2,252 reviews