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

“Buyers please beware when ordering from Wayfair if when you come to return an item you do not have access to a printer to print off your return label! I ordered an item, which to be fair was unsuitable so my choice to return, but when I spoke to Customer Services they advised that it would be collected by UPS Courier, as I was unable to go out as I am self-isolating, I was told I would have to pay £8.32!!! for the courier to collect this and for the privilege of them printing a sticky label. I feel this amount of money is absolutely incredulous and I am being penalised for not having access to a printer. I accept that the delivery charge of £4.99 should stand but to charge me double to return an item is very poor customer relations particularly in the current climate! The nation is in the middle of a global pandemic and ordering things online is the safest medium right now - and of course companies must accept that colours/styles etc will differ from images portrayed on screen. I am sure Wayfair is capitalising on the whole Covid-19 situation, as are many other companies, but not charging such large return fees. Next are currently taking a view not to charge customers for returns for obvious reasons. Unfortunately,I do not feel I can order anything else from this company with any confidence if I have to return it without it potentially costing me an exorbitant amount. Come on Wayfair have some compassion tell customers all the facts on your fancy TV adverts and look at what you are charging for returns, surely you can see it is unfair!? Suppose it goes towards Lorraine Kelly's wages. Apologies but I am totally dissatisfied with the charges levied.”

Helpful Report

Posted 3 years ago

“Taken delivery today of a faux fur throw. Looks lovely, but instructions say wash before use ( ie handwash) do not put on upholstery, do not dry clean, don’t put on lighter textiles as dye will come off, do not put on leather, remove immediately if becomes damp.....so what am I supposed to do with it? Bet Lorraine Kelly hasn’t got one !”

Helpful Report

Posted 3 years ago

“Refunds are return are very poor it has been a month since a return has been issued and no one has been coming to collect and I can’t get my 111£ until they receive the item very poor service.”

Helpful Report

Posted 3 years ago

“A bed was listed as in stock and would be delivered within two weeks. After a week or so I checked the order. The delivery date had increased by 6 weeks, no message advising this or to explain why. As key workers doing long hours relying on the mother in law for child care, this means my mother in law will be sleeping on an air mattress on the floor until we've sourced and took delivery of a new bed. Totally unacceptable, avoid. It also transpires 'in stock' essentially means they have the parts to build it in a factory, not (as anyone would expect) that the item is built and is ready to be shipped. And don't try reporting them to trading standards, they're based in the ROI! You'll need to call the European Consumer Centre on 01268886690.”

Helpful Report

Posted 3 years ago

“They change the prices every other day. If you want something you need to get it ASAP. I wanted slip overs for approx. $100. The next day went to order them and they were $180. Called and the young man said that’s how it is and almost laughed about it. I had seven things in my cart and told him I will NEVER look at the wayfair website again. Called and spoke with a lovely, helpful lady. Told her the story, but never heard from Wayfair. I assure you everyone I Know will not order from them. Just being kind would have been nice!!!!!”

Helpful Report

Posted 3 years ago

“They sell "autographed" guitars on their website that are clearly fake. I've been in the autograph business for almost 30 years now and not one of their "signed" guitars is legit. None are authenticated by a known company and will not be able to be. Beautifully framed but nice frame's are not worth $3000.00 plus. I've emailed them on this a number of time's but they don't care, as long as they are selling them and making money is all they care about. I would never do business with a company like this.”

Helpful Report

Posted 3 years ago

“Shocking!!!!!! Ordered from wayfair, their courier then proceeded to send me daily messages to arrange a delivery and then cancel the delivery. Contacted Wayfair, never encountered such a level of disinterest. Was told to ignore the text and wait email confirmation, received this and then no show on delivery. Contacted wayfair again, they have no clue whats going on. They won't phone to speak to me, refuse to actively seek a solution. They are experts in fobbing off to a degree which indicates they have plenty of experience in saying "don't worry I'm sure it will turn up" which is what I was told on the online chat. The worst company I have ever had to deal with, and that is a pretty high bar these days.”

Helpful Report

Posted 3 years ago

“Disgraceful customer service. Bookcase was ordered and instead I received 3 trays! Wrote to customer service to be told it was my responsibility to return it and the reordered my bookcase only to tell me it was out of stock and I’d have wait another month!! I cancelled all orders with them will never order again. It took 4 customer service to get a helpful one!!”

Helpful Report

Posted 3 years ago

“Trustpilot reviews Categories Blog My Reviews My Settings Help LOG OUT Alternate Text Andrew GB For companies Review of Wayfair UK Andrew 6 reviews 1 star: Bad A minute ago Middle man trader with awful customer service In early December 2020, I ordered a TV unit from Wayfair. It wasn't made clear that this would be sent in three separate consignments. The first two arrived but the third was no where to be found. Wayfair insisted that if the missing package was not found, then they would send a new one by the 4th of January. On the 4th January, Wayfair, without contacting me, cancelled the order and processed a refund. When I enquired as to why, they insisted that I return the first two boxes, with no explanation. After several days of complaining, I was told so many different things (Brexit, Covid, lost shipment) that I genuinely don't know what is actually true. I asked for the supplier contact details, hoping I could retrieve the missing box directly from them. Wayfair refused to give me these as their supplier is 'non-customer facing' - I believe this was to hide the fact that the company 'Union Rustic' does not exist and is a pseudonym for Polish company Black Red White. Bizarrely, one agent insisted they were going to stop trading with 'Union Rustic' while another insisted they would have stock back in February, but again refused to send me the missing box when it came back in stock. Overall, an absolute farce and awful customer service.”

Helpful Report

Posted 3 years ago

“Terrible company. I ordered an item a month ago. Estimated arrival was a week after the purchase but a month has passed and the item hasn’t been delivered yet. The company refuses to give a refund saying that they can’t cancel an item in transit but I haven’t even been given a tracking number so not sure where the item in transit is. They say the best they can do is offer a free return but that means I have to arrange a return for a heavy item (I am pregnant so that would be very hard taking it to the post office) and wait to have my money back in a really long time. Until then I will have to do without the furniture I need. Appalling service.”

Helpful Report

Posted 3 years ago

“Wayfair actually cold calls people. To buy furniture. Let's examine that. You're sitting around your house and you get a phone call asking if you just happen to need all new living room and dining room furniture. "Wow, that never occurred to me. I guess I do have a few thousand dollars to spend on something I didn't know I even needed." Wayfair, stop spam calling. Are you not aware that people despise spam calls? Are you really that out of touch and clueless? Are you trying to make people hate you? I didn't even know Wayfair existed until they spam called me. Now I recommend everyone avoid doing business with them for that reason alone.”

Helpful Report

Posted 3 years ago

“Appalling fraudulent service and awful company to deal with I ordered and paid for 8 items in the sale boxing day at 17.44 (I have evidence confirming this) on 31st December 2020 not only were the items apparently not available after completion of the sale but they have taken the available funds from my partners debit account and 4 days later after they cancelled the contract of sale we are still waiting for the money to be returned. They made a contract with me legally by confirming in writing the order was accepted (I have the evidence of this) and taking the money on the debit card when they took the funds. Then they cancelled the order stating the items were not then available and their computer system didnt update in time and then have kept hold of our money so fraudulently offered items for Sal and taking the funds but not returning them. The items are still available online some at the price offered to me in the first place so they could have honoured the order. DONT USE THEM EVER fraudulent use of their system . I AM FUMING THEY WONT LISTEN TO ME AND HAVE STOPPED ME COMMENTING ON THEIR FACEBOOK SITE IF THEY RUN OUT OF STOCK THATS OK BUT DONT TALE THE MONEY FOR STOCK THAT DOESNT EXIST HAVING MADE A CONTRACT WITH ME. THATS LEGALLY CALL FRAUD AVOID THEM AT ALL COSTS”

Helpful Report

Posted 3 years ago

“They keep cancelling my delivery, I am absolutely exhausted with being messed around.”

Helpful Report

Posted 3 years ago

“Two days unpaid from work had to take it to the management. Customer Service is appalling. Would never use again .”

Helpful Report

Posted 3 years ago

“Wish I had read the reviews before ordering!! Ordered a bed in the black Friday sale. Including matress and had delivery dates confirmed for two weeks later. Brilliant. In time for Christmas! Recieved the bed frame, duvet, bedding no issues (apart from being all separate deliveries which we had to book off work) and the mattress was due a few days later so we dismantled and disposed of our old bed and put up an air bed for the last couple of days. Checked delivery the day before to make sure there was a time slot. The mattress had been placed on back order until January. Now I ordered because it said in stock so I rang them and they were polite but absolutely useless!! There was nothing that could be done. I explained I didn't want to be sleeping on the floor for Christmas when it wasn't our fault! To add to the audacity they had next day delivery of mattresses on their website but as I had used black Friday discount this didn't apply to me. Even though they were the same!!! I asked to speak to a manager which they said they couldn't do and one would ring me within 48 hours (shocker they didn't) I just received a snotty email from the warehouse stating that they had a delay and that I would just have to wait it out. The customer service team also told me all mattresses are made to order and that's why there is a delay and another told me that they are a drop shipping company and don't actually have control of their stock I cancelled my order and ordered with amazon which came 3 days later and of excellent quality and when it said it would be Never ever use this useless company again”

Helpful Report

Posted 3 years ago

“We ordered a couch and matching chair. The couch came the chair didn’t and after many run around a from customer service were told that the chair wouldn’t be shipped because the shipping company wouldn’t ship anything that’s not on a pallet. We canceled the order returned the couch that they wouldn’t refund our money on only to have the chair arrive a week later. In the meantime we ordered a new set. So now we are stuck with a chair from the original set that they can’t find a shipping company to pick it up and therefore we can’t be refunded our money. We have a totally different set that came stained and defective and they won’t return it either. This has been a nightmare and on top of it all the customer service rep accused me of damaging the items so that I could get a refund. It’s unethical and hurtful. Dealing with them is impossible and we are out thousands.”

Helpful Report

Posted 3 years ago

“I ordered a fireplace for my wife back on November 1st for her birthday. Her parents gave her a gift card because she asked for it to buy the one fireplace on the site she liked. This was delayed and lost in ship four times. We just received today *12/31/20* that we will not get the fireplace now until May. When we called customer service and ultimately spoke to a senior supervisor, she did nothing to help us and had zero power to help. They refunded us in a gift card which is no longer relevant because they have no fireplaces in stock. When we asked for our money back they said no. When we asked for a credit more than we had since we have been fighting with them for two months and would not receive the fireplace until May (7 months later) they said no. The absolute worst customer experience I have every experienced without exaggeration.”

Helpful Report

Posted 3 years ago

“I'D SOONER TRUST A NIGERIAN PRINCE! I'd sooner trust a Nigerian Prince to deliver what they promised. You'll have an easier time buying furniture by putting your head in the fridge and slamming the door again and again, rather than by using this company. I bought a desk back on the 12th of December, delivery due on the 18th. It has been dispatched on time, however they put the wrong postal address on it - which I managed to identify on the day it was supposed to be delivered when (surprise surprise) it didn't show. I put the correct address into the order and Wayfair have had the right address all along - something I also confirmed on the day it should have been delivered. Since the 18th I have repeatedly called Wayfair (around 5 times now) about the problem, and each perfectly lovely customer service agent has 'raised it' but NOTHING HAS HAPPENED/CHANGED. My furniture is STILL HALF WAY ACROSS THE COUNTRY, where they are REPEATEDLY trying to deliver it to the wrong address. Additionally, no one seems willing to PICK UP THE PHONE and call the courier. I have contacted the delivery company myself and they can't do anything, they can't even label the package as having the wrong address on it, as I am not the sender (which I understand because a) GDPR and b) security). This is an absolute sham. I payed a lot of money for my desk, which I need before the New Year. I deliberately ordered it well in advance. This is utterly disgraceful service. Such a simple problem that's been identified a long time ago, BY ME, and they still can't do a single thing about it. The only reason this review gets 1 star is because a) I can't go any lower and b) the customer service desk really have been very kind about the whole thing - if apparently useless.”

Helpful Report

Posted 3 years ago

“I cancelled an order for a couch on Dec 15th. Delivery had been scheduled for December 17th. On Dec 28th I received an email saying it was out for delivery on January 5th. When I called customer service, the agent told me that it couldn’t be cancelled because it had shipped and that they took no responsibility for the return arrangements AND I would be charged a return fee. I told them I had two emails from December 15th saying they were sorry I didn’t like the item. They had ample time to process the order cancellation. Obviously, it had been sitting in their warehouse for two weeks. And then someone decided to ship it out without looking at paperwork. A frustrating and infuriating experience all around.”

Helpful Report

Posted 3 years ago

“Awful customer experience I ordered quite a few items from wayfair for over 1500$ Some items were good but some were not. Quality sucked and description didn’t match the real item. You can’t tell the quality till you receive the item. When I called them, they said I have to return at my Cost or use their shipping label and they will deduct the shipping cost. I called 3 different times and spoke to different people and they were all blunt. I asked for manager to call me each time but never got a call. They said that they normally ship free shipping so return is customers responsibility and if the item is not as per my expectation then it’s not a quality issue!! I actually found the same items on other online platforms like amazon abs Walmart at cheaper price and free returns! So why buy from Wayfair! I didn’t realize at first but they change the name of the collection so you can’t search other platforms easily for that snd end up paying a high price! But if you can search on the item type and color and description and Google search app, it shows a lot of options and get the best price and wayfair isn’t one of them!! So save your money and time and buy with reassurance by buying from the right places with a leave of mind.”

Helpful Report

Posted 3 years ago

Wayfair is rated 1.5 based on 2,252 reviews