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

“The service is so bad!! You go online find there is a pop up with 15 % discount, so you follow the procedure, to find out you can not use the 15% discount, hahah. the you want to place an order, but after you find out the staffs cancel your order, its so bad, Its created stress with me and my miss. Thanks you guy for the poor service and all stress you cause.”

Helpful Report

Posted 3 years ago

“We ordered a mattress that broke after 10 weeks so we called and got a replacement no problem. Then we were told we had to return the mattress in packaging. Then told us if we didnt have the packaging we would have to buy a bag off of wayfair. Staff especially one called jos was so rude”

Helpful Report

Posted 3 years ago

“Ordered a shed from Wayfair, who partners w Handy. Kept sending ppl who didnt know how to assemble or asked for.pic and said cant. 2x sent a single repairman, when told 2 person job and noted as such. (I paid $330 for assembly) Still not assembled after 6X, and 30 days. Lousy customer service both by Wayfair and Handy!! This is on Wayfair Business-what a joke!!”

Helpful Report

Posted 3 years ago

“Wayfair has awful customer service. I recently had an interaction with Marcus A (a supervisor) who was rude, cut me off several times during the conversation until I finally ended the conversation. Once you place an order (even if it has not shipped yet), wayfair will not honor the price if it goes on same (price change on their website). I ordered the Briel 72’ gold console for my dining room which went on sale immediately after ordering and they said they will not honor the price change. The customer service associate was rude, and kept telling me about their ‘policy’. He also told me that I could not speak with a manager as they don’t escalate ‘these types of requests’. I will NEVER order from Wayfair again!! I guess when you are a ‘small’ customer who is only spending $900 it’s not enough to speak with a manager when you are having a problem. In addition, prior to the item going on sale, wayfair falsely advertised the gold briel 72’ wide 3 drawer table on sale on their website for $749, however when you clicked on the picture, all of the colors (white, silver etc) were on same with the exception of the gold piece…ridiculous! Never again.”

Helpful Report

Posted 3 years ago

“I ordered a crib for my daughter a few weeks ago. It said we would have it by Nov 19, 2021. On the 15th I started emailing and calling because it still said pending shipment. After several emails with no response and the call was 40 mins and my result from that was someone would call me back within 24 hours- nothing. Then yesterday the 21st I saw a refund issued with no explanation. Such an unprofessional company. I will never ever purchase from them again and I will make sure none of my 8 brothers and sisters don’t either. Wish I could give less than a one star. I ordered the same crib from target last night and I got an email saying that it would be here by Wednesday. At least they respond.”

Helpful Report

Posted 3 years ago

“We ordered a console from wayfair. We paid additional for “room of choice “ delivery. They delivered the furniture late, dropped the furniture in our living room and said they couldn’t carry it upstairs (room of choice) because they needed help. They simply left without saying anything else. We didn’t sign for furniture or verbally accept furniture. Now I have a huge boxed piece of furniture sitting in our living :dining area for Thanksgiving. When I called Wayfair, they offered to return it with a surcharge for picking it up.”

Helpful Report

Posted 3 years ago

“A highly misleading company. They don't actually stock or despatch anything themselves. They entirely rely on third party sellers - whose identity they go to great lengths to disguise refuse to disclose. Products designed by me were sold on Wayfair by a brand I had never heard of. It turns out Wayfair had just invented an imaginary seller and just passed the order to the company I actually deal with. There's no contact details on the website, so it's impossible to get in touch. Horrible, horrible company.”

Helpful Report

Posted 3 years ago

“They shipped my order on time but parts was missing and sent the wrong legs to the table had to ho out and buy table for Thanksgiving talked with someone to correct problem said they would expite my order was a lie they email me late night to tell my I would not get it until 26 this whole experience has been a nightmare chairs were damaged”

Helpful Report

Posted 3 years ago

“I ordered a kettle and 2 bed sets, the kettle has all peeled looks a mess, got in touch with wayfair resolver they asked me name address ect got same message back 5 times so phoned them and told someone would ring me same day still waiting 2 weeks on,”

Wayfair 1 star review on 17th November 2021

Helpful Report

Posted 3 years ago

“Ordered a tv stand, it never got delivered and I had to chase DHL and Wayfair more than 6 times to find out what was going on and eventually get a refund which I now have to wait up to 5 days for. Will never order from there again”

Helpful Report

Posted 3 years ago

“I would give 0 if I could! The worst experience ever! Please avoid! I bought sofa which supposed to arrive in 4 weeks. It was my mistake I haven’t checked the reviews before the purchase. For a while I haven’t received any information about my order so I decided to check it… and I couldn’t believe what I’ve read. I decided to cancel my order. It still wasn’t dispatched. I’ve been told I cannot do it because my item is ready to be shipped on that day. Obviously it wasn’t! After sending email everywhere and chatting to customer service for one week. No one could help me.. they changed my delivery date for one month later and they still didn’t let me to cancel it . Same story every time: saying it’s ready to be shipped today! I complained on Facebook and finally someone managed to cancel my order! I still feel like I was the lucky one getting my money back quickly! Don’t make the same mistake! AVOID!!”

Helpful Report

Posted 3 years ago

“AVOID.... If i could give zero stars i would. Terrible first experience. They have no idea of what is going on and take no accountability. Will not send a refund although they don't know where my order is!”

Helpful Report

Posted 3 years ago

“Scheduled a mattress delivery, received email and text the night before to confirm 1 hour slot…. No mattress. Called customer services… they were no help whatsoever and told I couldn’t cancel order and to wait a few more days for the app to update with a new delivery date. Total shambles of a company.”

Helpful Report

Posted 3 years ago

“*** AVOID. If you must use Wayfair, make sure you can chargeback *** I've had to take time off multiple days for different couriers not to show up to collect the parcel for return, and their chat service agents are only able to reschedule indefinitely, and they're holding my money ransom while their couriers continually fail to show up to collect the parcel.”

Helpful Report

Posted 3 years ago

“I ordered a TV stand the end of October. November 2-9 I was told it was being delivered that day. I missed 4 days of work waiting for the Delivery. I finally decided not to waste one more minute waiting for the Delivery & CANCELLED the order. I was going to order a Dinning room set but there’s no way in Hell I’ll do business with them again.”

Helpful Report

Posted 3 years ago

“Dreadful customer service, automated responses, a set of cereal bowls still not delivered more than a month after order with no contact whatsoever from Wayfair, I will not be ordering from them again!”

Helpful Report

Posted 3 years ago

“Terrible shipping delays”

Helpful Report

Posted 3 years ago

“I purchased two Air mattresses in October 2020. The first one I used had a slow leak. Called wayfair and the mattress is being replaced. A few weeks ago I aired up the second mattress and spotted a small hole in the seam. I called customer service and at first they were going to give me store credit but then I was told in an email I would have to contact the manufacture because it was a few weeks passed the purchased date. The number was not a business and the person who answered hung up on me. Wayfair should replace the mattress. I don't need to contact the manufacturer. That's Wayfair's responsibility. I have spent a lot of money with WAYFAIR and I am so done with them.”

Wayfair 1 star review on 4th November 2021

Helpful Report

Posted 3 years ago

“I ordered 2 rugs, which when delivered did not suit my room. When refunded, Wayfair refunded me incorrectly, owing me £10. They say this will be refunded but many days have passed and I have sent many follow up emails with no resolution still. Would not order again- i had to pay for the return which I understand but then to have to spend so much time trying to get my money back is very annoying.”

Helpful Report

Posted 3 years ago

“Poor service. Ordered TV cabinet (cost over £1000). Took months to arrive. Difficult to assemble (instructions vague, heavy pieces and time-heavy). Handles were missing. Complained to Wayfair. Took several few months for handles to arrive, but handles are in wrong colour with no screws.”

Helpful Report

Posted 3 years ago

Wayfair is rated 1.5 based on 2,252 reviews