Wayfair Reviews

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

1.5 Rating 2,237 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,237 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

“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

“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

“After waiting the 6 weeks order delivery time, this was pushed back another 3 weeks. When the product arrived they sent had sent half the product in wood and half in white, the 2 product boxes didn't make the storage unit in the colour I ordered. This was sent back and I have waited another 3 weeks for delivery. I have now only been sent 1 box half the delivery, with no communication when the other box, and I can build my storage will arrive.”

Helpful Report

Posted 3 years ago

“Ordered rug to be delivered next day. Waited in all day never came...no communication to let me know. I had to go into my account to see what was going on and it says there is a delay. I have been checking reviews and apparently this is a trick they do regularly as they are lying just to get you to buy.....stay clear......bad...”

Helpful Report

Posted 3 years ago

“Very poor customer service experience with a representative and a manager I've been trying to payoff my balance about 2 weeks or so been having problems with the internet I got frustrated now they want to charge late fee and over the phone payment of 9.00 then was told my debit card I've been using since 2020 is not a debit card my card was accepted by many companies. I'm totally done with them I was a loyal customer I've purchase so many items from them and put up with their service.”

Helpful Report

Posted 3 years ago

“Horrible, untrained customer service spreading conflicting, untrue information regarding purchases and deliveries. You speak with representatives that have no idea whether items are large or small - which affects the way they will be delivered, not an irrelevant thing. Items are cute and it is easy to shop there but forget about customer service and be prepared to pay extra for deliveries (wayfair does not care about it, it is just Fedex's problems)”

Helpful Report

Posted 3 years ago

“I bought a recliner and a sofa from Wayfair in the spring of this year. I’ve never had such POOR ABSOLUTELY AWFUL pieces of furniture in my life. The couch is 5 1/2 months old and all ripping with the springs coming through the middle cushion, tonight I actually fell out of the Recliner and did a 1/2 somersault ending up with the bottom on top of me, the back broke, all the wood in the back was of cheap cheap quality or rotted. It’s not fixable. I could sit here and cry 😢. I usually order from Overstock.com for the last ten years. DON’T WASTE YOUR MONEY IN THESE HARD TIMES ON THIS SUBSTANDARD POORLY BUILT FURNITURE!”

Wayfair 1 star review on 4th October 2021

Helpful Report

Posted 3 years ago

“Absolutely a horrible experience shopping for anything that requires ensemble from Wayfair. I ordered the item on the 7th of the month, and the shipment got delayed several times and finally arrived ten days later. I opened the package only to found out the product was in poor condition and the parts were missing. Their customer service phone number is hidden on the website with layered automated options. I ordered a replacement for the missing pieces, and it's been three weeks now that I still don't have the complete product parts to assemble. I opened two email tickets on their website, and no one responded. Finally, almost four weeks in, I got on a call. The customer representative said there's nothing they can do about it. Extremely frustrating experience, and I will never shop again. I used to be a loyal customer but will never order from here again.”

Helpful Report

Posted 3 years ago

“I ordered a two-piece nest of glass tables on 3/8/21. The first delivery didn't arrive and the second delivery finally arrived on 24/9/21. When I opened the packaging it contained only one table. I immediately contacted the courier and then Wayfair. Wayfair claim that both tables were sent in the one package. It is printed on the package that this is Box 2 of 2. Also, the packaging measures 49x49x33 cm (dimensions printed on box and I have also measured), yet the largest table, which was not received, measures 54x58.5x44 cm (as stated on Wayfair's website). Despite sending numerous images and irrefutable proof that both tables could physically not have fitted in the one box, Wayfair continue to ignore this information and falsely claim both tables were sent in the one box. Wayfair has stated that I can return the item and request a refund but this would be subject to quality review, ie when I return the one table, they will claim the second table is missing and refuse to refund. The tables were quite an expensive purchase so I am currently seeking legal advice on how to proceed. I would not dream of ordering anything from this untrustworthy company again.”

Helpful Report

Posted 3 years ago

“Order a sofa that was promised in 4 days, after it moved 3 times and extended 2 weeks - I called every week for 3 weeks: Don't worry it is on the truck tomorrow, not backordered, coming Monday..... then another week so had to give up and cancel only to see the sofa increased $300 online.”

Helpful Report

Posted 3 years ago

“Absolutely unacceptable business practices. I have asthma and had concerns about ordering memory foam mattresses. Wayfair told me there was no fiberglass or health concerns with having fiberglass as insulation in their mattresses. I didn't learn until over 5 months later well outside their return date that there was FIBERGLASS in Wayfair sleep mattresses!!! This is incredible dangerous. And do you know how fiberglass can get out of the mattress? By cleaning it, unzipping it or just sleeping on the bed too much!! This should be illegal. And they won't issue a credit or a refund or anything to assist me because it's outside the 100 days.”

Helpful Report

Posted 3 years ago

“Can’t even get a gift card delivered in a month. AVOID this company!”

Helpful Report

Posted 3 years ago

“Love how they handle issues. If you place an order but make a decision to cancel within a couple of hours of placement you will receive an email telling you it will take up to 2 days for them to agree to the cancellation. Guess what, in that time they say it cannot be cancelled because it has already been shipped or is "being prepared to ship". I have purchased for them in the past and there is no way my items were out the door within a couple of hours. Now, you can stop the shipment by calling customer service (they were very helpful but they don't make the rules) but it will cost a pretty penny to do so. Not that they care but I will not use them again.”

Helpful Report

Posted 3 years ago

Wayfair is rated 1.5 based on 2,237 reviews