Wayfair Reviews

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

1.5 Rating 2,242 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,242 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

“2290141944 Horrible delivery service - i have been waiting for this item for a week now. and after daily followups and multiple visits to local couriers got one out of two packages. now i have to followup for i dont know how long to get the second package. Forget about buying from them if you are not in mainland.”

Helpful Report

Posted 6 years ago

“2nd time I have ordered from Wayfair After a poor 1st experience I thought I would give them another go, I wish I hadn't! Lack of communication regarding your order and when it will actually arrive, staff unable to give you an actual date leaving the whole experience to be a total guessing game. Offered money back on my order but no good, if they have no idea when it will arrive so, declined this and the goodwill voucher as I will not be ordering from Wayfair again. Order cancelled for the 2nd time. Should of learnt my lesson the first time.”

Helpful Report

Posted 6 years ago

Helpful Report

Posted 6 years ago

“Very poor customer service. The delivery time they give you has no relation to the reality and when you ask for it they conveniently say we cannot call the carrier and we don't see any online update, we only can email them and they will respond in couple of hours! And they are happy recording the customer telephone conversation for what? To see how they joke with people time? Will never buy anything from them again!”

Helpful Report

Posted 6 years ago

“Absolutely terrible! NEVER BUY FROM WAYFAIR! Ordered 3 items, first 2 arrived early, which is great, but if I was working I wouldn't have been there to take in the items so still not ideal... AND, the bed we ordered was damaged, and when we rang, they advised to put some tape on it! the third item, was supposed to arrive first, I live in Devon and the bloody order has been sent to Belfast!!! 3 days late already, have been promised it will arrive 'tomorrow' every single one of those days, and now I have to wait to monday?! I am FUMING!!!!!”

Helpful Report

Posted 6 years ago

“The bed I ordered wasn’t quite what I wanted when it turned up so arranged for a collection and refund. Product collected on time but no refund, so rang customer service to chase who apologised and said it would be with me in three days. Now two weeks later and still no refund despite chasing. Never using this company again and will not recommend it to anyone.”

Helpful Report

Posted 6 years ago

“Poor service. Wayfair lost one of my wallpaper in transit. Now they offered 10% discount on all future orders. Do they really think that I will use them to order any items in future. Refund will take 4-5 business days which is frustrating too”

Helpful Report

Posted 6 years ago

“Delivery. Still waiting. No excuse from them.”

Helpful Report

Posted 6 years ago

“I ordered two woven baskets for under a coffee table. The order arrived but it was only one of the baskets. I called customer service who told me that they would chase up the second basket. I cant complain about the service and I was kept informed and told that the second basket would be on its way soon. When the second basket arrived it was completely different to the first basket. It was a different colour, a different sized weave and slightly bigger - it was also damaged. I called customer services again and had to send a photo of the two items, which they agreed were completely different to each other. I was told that I could return the items and have a refund, keep them and receive a discount, or have replacements (but these would not be available until October!). I have accepted a refund and the items will be collected. I am absolutely disgusted with the quality of these items and the fact that whilst advertised as the same product they clearly are not. I will not be using Wayfair again”

Helpful Report

Posted 6 years ago

“I saw a console table on your website. Cost was £111. When I went to purchase it, I was going to be charged a delivery fee of £300, because I live in Northern Ireland. Ridiculous. All other companies I've used before charged @ £9.95. I wouldn't say that was at all fair.”

Helpful Report

Posted 6 years ago

“The delivery arrived damaged. They arranged a replacement but this also arrived damaged. They gave us a full refund but I just wanted them to deliver a TVs stand. Ended up taking both to the tip. Complete waste of time on everyone's part.”

Helpful Report

Posted 6 years ago

“I ordered an umbrella didnt arrive on the date it said it would, so waited another 2/3 days still didn’t arrive, I range customer service, they told me it would be getting delivered end of January in the new year of 2019 because it wasn’t in stock, I was fuming as I had paid for this and it did not tell me it was not in stock they said it would arrive with in 4/5 days..!! How shocking”

Helpful Report

Posted 6 years ago

“I bought a coffe table from Wayfair and I used it for few months and then it started to peel off and now it looks very bad. I asked them if they could do something and they said no. I'll never buy from them again. Think before you buy anything from them.”

Wayfair 1 star review on 2nd August 2018

Helpful Report

Posted 6 years ago

“Ordered a bed frame from Wayfair which was due for delivery in the morning of Friday 27th July. I took the day of work to receive delivery as they don't deliver on a Saturday waited all day until I was told at 5pm it wouldn't be delivered that day. I spoke to 4/5 customer representatives until I spoke to Jeff - who apologised and told me he would organise delivery today 28 July. I received a txt message saying it would be delivered between 9.45 - 11.45 on the 27th (which it obviously was not). i spoke to him again in the morning of 28th July and he reassured me it would be delivered in the morning. unfortunately still no bed. I'm cancelling my order. Never experienced such a useless ill equipped customer service team. Definitely would never shop with them again. Huge Waste of time and money. Appalling service.”

Helpful Report

Posted 6 years ago

“Order was not delivered on time, and when it was delivered, just left in the hallway of our block - without telling us. Wayfair acknowledged the delivery service was unacceptable and they offered me 10% off if I ordered again within two months - which I'm not going to be doing!”

Helpful Report

Posted 6 years ago

“Free delivery for most of UK for orders over essentially means England (possibly Wales) but not Scotland - most areas of Scotland attract an additional £25 surcharge. Found the same product elsewhere and whilst it cost marginally more (once delivery was factored in) the delivery charge was the same throughout the UK so ordered from there”

Helpful Report

Posted 6 years ago

“Charged me for over £100 worth of items, promised delivery within 2 working days yet 8 days later still no delivery despite 3 calls chasing and customer service promising it would be here by tuesday, then thursday, then definately friday. Its now wednesday and still nothing has arrived. I have just been told it is on back order and a refund will take 3-5 business days. Wayfair are crap, Argos offer same day delivery how can wayfair take nearly 2 weeks”

Helpful Report

Posted 6 years ago

“First purchased mirror great, then nest of tables turned up scratched leg had been broken and stuck back on very stupidly took £25 back however wished I'd sent them back they are worse than the ones I donated to a charity shop will never ever shop with them again, Lorraine Kelly needs to reconsider promoting this company.”

Helpful Report

Posted 6 years ago

“Not sure how they are still in business. Ordered mattress and bed. Mattress left wherever the courier felt suitable. Bed never arrived. Week later and bed is delivered - 4 hours after agreed delivery slot. Open bed. Bed is broken. Advise of broken bed. Told to leave bed outside for collection. Bed is not collected. Told then that collection needs to be signed for. Shambles. Luckily bed was not stolen. Drawer set ordered. Delivery dates all over the place. Drawer set arrives. Drawer set is broken. Second drawer set arrives another day. Left with neighbour. Again, not a specified delivery alternative. Neighbour says delivery company was going to leave it outside. Box is seriously damaged. Highly likely broken inside. Replacement bed still not delivered. After this debacle, I would suggest you heed my advice and steer clear of the shambles that is Wayfair. Don't be taken in by the seemingly "good" deals and huge selection. Likelihood is it either won't arrive and/ or will be broken. Wayfair's business model is a shambles. Worst service I have ever experienced in my life. If only there was a 0 stars option for "should be forced to close", I would click that until my mouse was worn out.”

Helpful Report

Posted 6 years ago

“After much deliberation I ordered a garden bench from Wayfair and although it was delivered on time the courier dumped it by my front door where it was visible to passers-by. Luckily (or so I thought) it was still there when I got home from work. I could have forgiven this but for the great disappointment of being sent the wrong bench. Ok here we go again with another email to an online company although I did receive a response quickly to actually get my refund required a demonstration of perseverance and resilience never before executed. It involved several emails and a phone call to my bank to provide an ANR number (nope me neither!). Wayfair did not arrange a collection for their item and instead told me to dispose of it by any method I saw fit. So I asked my friend (he is the proud owner of a power tool) to assemble it but this too was fraught with difficulties as the pieces of wood were not the correct size, no pre drilled holes etc. and after a few attempts it was reduced to kindling for my fire. With the benefit of hindsight I wish it had been stolen when it was left unattended at my front door by the courier. Will I buy from Wayfair again? Nope not on your sweet Nelly :-(”

Helpful Report

Posted 6 years ago

Wayfair is rated 1.5 based on 2,242 reviews