Wayfair Reviews

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

1.5 Rating 2,236 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,236 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

“I bought an outside shed. I chose curb side delivery. They scheduled for 7/5/22. I came home at 4 to see nothing is delivered. I called them and they say that the gate to my hose is locked. I told them there is no gate and I chose curb side because I live in a very safe block of houses. Then they told me that the truck guys “didn’t feel comfortable” leaving outdoors… so I canceled the item and they are charging me $96.41 for restocking fee.”

Helpful Report

Posted 2 years ago

“I am writing this on behalf of my husband who doesn't like complaining. But I noticed his distress and frustration until got the refund. Customers should know how poor service offered by Wayfair. I don't think they read the feed back and establish quality control to improve their services. Probably the staff are comfortably siting in the office and laughing at the customers. Everything went wrong. They gave too many excuses which are rubbish. I wish I had seen the feedback before ordering the item. Gave many calls and sent many emails and finally it took 6 months to get the refund. I am forced to give 1 star since there is no choice to select '0' star. I wish the ofcom stop them advertising in TV and press. God bless the future customers.”

Helpful Report

Posted 2 years ago

“I ordered eight chairs for my office that were supposed to be delivered June 19th. Today is June 30. They’re still not here. After several attempts and finally getting a hold of somebody, I was simply told that they were sorry and that the chairs were on back order. How could they be on back order when they initially told me that they were in stock? What a scam. I will never order from them again.”

Helpful Report

Posted 2 years ago

“I bought a lift chair as I had hip replacement. The one delivered broke in 2 days. A placement was shipped but to a Wayfair employee over 1,000 Miles from me! They were going to replace it. Then they said it was no longer available. Then, out of no where, a chair showed up in a box that had been beaten up and taped.”

Helpful Report

Posted 2 years ago

“On April 27th I bought a bed and a mattress, the mattress was delivered on time, the bed was not delivered on the date and when I contacted I was informed that my delivery was lost, they asked me for more than a month for a new delivery so I waited again, but to my surprise I received an email asking me to evaluate the delivery, but I didn't receive anything, I got in touch and was informed that my delivery was lost again, every day I get in touch and no one solves anything, since I paid the total amount of the purchase and the WAYFAIR company has no respect for their customers and they don't solve anything, I need to look for another way to get my money back, terrible company I DO NOT RECOMMEND”

Helpful Report

Posted 2 years ago

“My husband and I decided that we wanted to have patio furniture to enjoy our balcony this season. We looked on Wayfair and saw the cutest egg shaped double swing. Not exactly cheap either. We saw cheaper elsewhere...but it looked so cozy. We read the specs where it said "frame included". So what would you assume the frame is? The part that holds the swing. You would think for 1500 bucks it should be included. Right?? We high five and do it! We get the unit a couple of weeks later. Hmmm....No frame. We figure its being shipped separately. Call Wayfair. Twice. Both times the rep also assumes the frame is what holds the swing. They call the supplier. Wrong. In itty bitty writing at the bottom of one of the pictures.....NOT in the specs... it says 'stand not included'. So why would they not include that important tid bit in the specs? Wayfair contacts the supplier, tells them their ad is misleading, and the suppliers answer is.... just return it. No offer of a discount to order the frame or for the trouble. Initially, with pouting faces, we opted to return it. Set it up with Wayfair (although we would have had to pay $95 for them to pick it up and ship it back) BUT....the cushion seemed so comfy....and it was MOSTLY already here...so we caved. Spoke to Wayfair, said we wanted to keep it and they end up offering a 10% discount off the STAND. That was 3 weeks ago. It was supposed to be here on the 15th of June and that's changed to the 29th -_- Now in between this fiasco....and because we obviously didnt learn our lesson.... we ordered a small patio set. What could go wrong??? We got it quickly....within a week. Open er up to get it set up a few days later......shocker....no hardware. Again.....on the phone with Wayfair. They asked if we looked for a 'secret compartment' in the box for the hardware. My dude.....we had literally torn the box into a million pieces, to the delight of our cats, trying to find the elusive hardware. No secret compartment. Sooo....they said they notified the supplier and it will be shipped out. Yup. Still waiting. Took us a week to get the furniture...and now over 2 weeks for the parts. So we have an egg shaped swing....still sitting in a box......we have a patio set sitting in pieces on our balcony.....and still cant enjoy either one. It takes 2.5 seconds for them to take the money from you....and weeks to have them fix an issue. I will give Wayfair customer service a 5 star. They are extremely helpful and actually seem to be sympathetic to your issues......but I would highly recommend they be more choosy with whom they decide to partner with. There is NO reason we should be waiting this long for parts. And lets not get started on the fact that the box clearly says that the patio set comes with blue cushions.....and they are in fact white. Who tf orders white cushions?? At this point, we decided we are done with the Wayfair experience. Lesson learned. With both of us working 12 hour days...sometimes 6 days a week.....neither of us have the time nor the energy for constant follow ups. So be warned. Read the ads carefully......check for itty bitty writing on pics, dont trust the specs.......and call Wayfair directly if you are unsure. You're welcome.”

Helpful Report

Posted 2 years ago

“Just looked at a splashed pool. On there for £780 in the sale, down from £899. On the makers website it’s £360! Exact same pool. They continually con people out of paying high prices for products they can get elsewhere for half the price. I use it as a place to get inspiration then shop elsewhere. Massive con artists!”

Helpful Report

Posted 2 years ago

“Daylight robbery -took money and doesn't want to give it back Absolutely avoid this shop at all costs! They took my money, never delivered the goods and don't want to pay me back. I have escalated this with management and I've been promised a refund number of times and each time money does not arrive. I've been trying to get my money back for a month now without success. The goods I ordered were shown as in stock then a message arrived to let me know it's out of stock and will arrive late. Though when I checked online the item was still showing as available so other customers potentially would have the same issue... Absolutely shocking daylight robbery. I'm intending to complain to the relevant bodies as Wayfair took my money and doesn't want to give it back. Avoid at all costs and don't let the nice website fool you”

Helpful Report

Posted 2 years ago

“Terrible service, I've been waiting weeks for my refund, after they sent the incorrect order, I decided to cancel. Two small refunds arrived a couple of weeks ago, but I'm still owed £312.64. I guess I won't see my money again. Shameful company.”

Helpful Report

Posted 2 years ago

“Two weeks ago I tried to use a Wayfair gift card online & the website said that the card wasn't registered or the code wasn't recognised. I called them & after 2 hours of being passed around various depts they told me that I had to contact them by email. I also had the receipt from Tesco where it was bought which confirmed that the card had been activated & I sent pics of that as proof. They then told me that I should return to Tesco to ask them to double check that it had been activated. This was very inconvenient for me but I did it & Tesco were kind enough to double check & give me print out of the transaction. I have sent pics of this to Wayfair, plus the card & the original receipt & despite me contacting them regularly they have still not resolved it. It has put me through a lot of undue stress. I have no idea why they don't want to resolve this for the customer. Currently £100 has been basically stolen & I am without the mattress that I desperately needed to buy. I would recommend that you don't shop here & definitely don't purchase a gift card. Criminals!”

Helpful Report

Posted 2 years ago

“I have given Wayfair a one star review as you don’t have the option of giving a no star rating. There were constant changes to the delivery of a bookcase (which cost £700) with no consultation about whether the changes were convenient for me. Numerous phone calls were made to Wayfair about this but no one could care less. I asked to speak to a manager to discuss the issues but no one has phoned. When the furniture eventually arrived, parts were missing and it was damaged. Wayfair is an arrogant organisation which has no respect for its customers. DO NOT BUY FROM THIS SHODDY COMPANY.”

Helpful Report

Posted 2 years ago

“Dont bother to buy from Wayfair' an absolute nitemare from start to finish. Delivery disorganised. Item was a defect. Customer services were incompetent, took my email address wrong, then told me the wrong day for collection, then sent the wrong return label having no printer, sent me a drop off shop that couldnt print the label as no QR Code sent, cut off the call phoned again, Hermes were collecting then changed to UPS. No email regarding UPS's collection, phoned again, an absolute joke taken the whole day up and still have the defect and no refund of £118 yet until they sort the collection out correctly! Amazon were by far a lot more professional. Will never buy from Wayfair again.”

Helpful Report

Posted 2 years ago

“I will no longer be ordering from Wayfair after this last transaction. I've been a customer since 2017 and I have spent thousands of dollars. I spoke with a manager named Becky and I requested to cancel my order that she confirmed that was still at the warehouse, and refused to cancel it. My order was supposed to be delivered May 18th 2022, and now I'm asked to wait longer. I found the same type of umbrella on sale that I could've purchased but I can't move forward with it due to being cockblocked by Wayfair.”

Helpful Report

Posted 2 years ago

“Ordered a outside bench. Arrived in 2020 after a few months it began to fall apart. Item returned and new one promised. 2 yrs down the line still waiting. No communication other than that posted on our order. To be fair we said we would wait but after 3 emails in the past week and no reply I am beginning to agree that Wayfair are living up to their poor reputation. Due date is now 28th May 2022. Watch this space...dont hold your breath.”

Helpful Report

Posted 2 years ago

“I cant echo these reviews enough, i never felt the need to write one before but this company are a absolute joke, i been waiting a month for a item, no one ever gets back to you with any kind of update and just left in permanent limbo, who knows if my item will ever arrive but i know that i cant get my money back because its apprantly its been despatched, taken over a month to deliver one box absolute joke of a company”

Helpful Report

Posted 2 years ago

“This is the worst experience with a company I have ever had. I ordered a 4 door wardrobe in February and 4 times now it has been delayed because of damage in transit. Not once did Wayfair update me and everytime I had to end up chasing them for delivery. This is the first and very last time I will ever order from Wayfair. I strongly suggest avoiding!!!”

Helpful Report

Posted 2 years ago

“company over the course of the past few years but they have since descended into a bunch of uncaring, unsupportive and selfish liars. We ordered a new sofa suite from them in early April and due to on site renovations were assured these items would not arrive until early May (as requested) or at the earliest the 25th April. Have the screen print of these dates from their website and subsequent conversation at sale. A few days later we were notified that one of the sofas would be delivered, on the very day our front porch, door and hallway was booked to be painted. They cared nothing that 1, they were delivering weeks prior to the agreement or 2, about our pre-booked (5 months prior) decorators...they were delivering the larger sofa and that was it! We had to cancel the decorator (£300 cost to us) for another day as you can't bring a new sofa through areas of wet paint. Sofa was royally dumped on the porch, delivery guys stating they're not permitted to do anything other than a 'doorstop'delivery. When we tried to complain we were repeatedly refused a complaints form or any directive how to complain, only told our 'feedback would be passed on and we would not be told the outcome as it was an internal matter!!?? Consistently refused any redress. As punishment for 'complaining' the second part of the new sofa suite was not delivered for another 5+ weeks. When we challenged this we were told we could always cancel the order if NOT HAPPY. So they actually suggested we cancel 50% of a matching suite! Simply spiteful!! I have waited a few weeks now to submit my review because given the other horror stories I've read in recent weeks I wouldn't have put it past Wayfair to have cancelled the outstanding sofa just to spite us because we had the audacity to complain. When we moved to our new home 7 years ago we spent a small fortune with Wayfair, from lights to mirror's to small furniture, soft furnishings etc etc and this is how they treated loyal customers!! WOW!! Avoid this company and cancel any accounts you have with them. SIMPLY EVIL & SPITEFUL People”

Helpful Report

Posted 2 years ago

“Very disappointed experience with this company. I had a big issue with my last order, and then I had been given 10% promo code for my next order. Unfortunately due to the lockdown it’s expired. I called them to ask for reactive the code, but they rejected it straightaway!? It’s definitely not kind of “we are sorry for the inconvenience we made for you voucher”, it’s more like “we will give you another bad experience voucher”!!”

Helpful Report

Posted 2 years ago

“Do not order from this company total shambles, deliveries get sent to wrong addresses and drivers allowed to sign FRAUDULENTLY and not a thing is done to ammend their incompetance they cant even reply to emails. My order was left outside a different address in a different street the driver signed it in my name it took me 4 days to locate my items, no apologies or anything.. items being returned, id rather shop elsewhere!!!”

Helpful Report

Posted 2 years ago

“Terrible customer service… wrong item replaced with damaged item had to have time off work to go home for unexpected delivery”

Helpful Report

Posted 2 years ago

Wayfair is rated 1.5 based on 2,236 reviews