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

“Terrible experience ordering a wardrobe at around £1000. The first time it was delivered with missing boxes by the couriers, who dumped the remaining, damaged boxes and left; I had to ring several times before they collected them, almost a week later. Meanwhile, Wayfair were no help, and it became increasingly clear that their customer service is so poor that it would be easier to reorder rather than get them to rectify the situation. The second time, then, even more boxes were missing! After about 2 weeks of back and forth I cancelled it completely, and am left extremely unsatisfied. All attempts to relay this to Wayfair have been futile and clumsy attempts to retain me as a customer - they tried to give me a 'good will' voucher, as if I'll ever be shopping there again! All in all, when an order goes wrong, it's a shambolic company.”

Helpful Report

Posted 5 years ago

“I bought an item on their site listed under a different brand name but in fact it was an item that could be bought elsewhere cheaper. When contacting them they told me that is ok because it’s an agreement they have with the manufacturer. But what about the consumer? Do we not have the right to know what brand we are buying? As a response they said I could return it at an additional cost of £4.99 or £9.99. So I should spend more money because they decide to dupe people? They said this is common practice but I have never come across this. So if you’re looking at a blue swing seat branded as “SOL 72” it is in fact a Charles Bentley which you can buy for £69.99 elsewhere and not the £86.99 they list it at. Looks like there are plenty of other products they do this with so be on the look out. I always shop around for the best value for money and being treated like this makes me pretty angry actually. Definitely do not recommend this shop.”

Helpful Report

Posted 5 years ago

“Bought 2 lamps. Returned them. Took almost a month and multiple phone calls to get my money back. Unethical to say the least.”

Helpful Report

Posted 5 years ago

“DO NOT RECCOMMEND! This is the worst place to order from. Unreliable, I was supposed to recieve the order over a week ago and have been continuously calling them in order to find out what is going on but they keep making promises that it will arrive the next day and still I have not received it. They caused me a lot of frustration as I had to take time off work in order to wait for the order which was never delivered as there was a issue with the courier service. I am asked for a refund to which I have to wait another day for it to be passed on to the specialist team, it is beyond ridiculous that I am having to continuously follow up on the order and not recieve a refund immediately when asked.”

Helpful Report

Posted 5 years ago

“Absolutely appaling service The product had supposedly shipped, only never to arrive When contacted about the issue, they "shipped another" 3 weeks later, I was informed that the product "had been discontinued" So how was it supposedly shipped twice then?? Lost nearly 2 months with them”

Helpful Report

Posted 5 years ago

“I ordered a bed, and only received 2 out of 3 parcels required for it. I got in touch with them immediately, as the courier didn't have the third parcel. Instead of straight away sending the replacement part, they started an 'inevstigation' into what had happened. I found out myself by speaking to the couriers on their live chat, who told me the third part of the bed was never sent to them in the first place. Got back in touch with Wayfair, who said I still needed to wait for their investigation to finish. So I can't get the refund, nor can I get the final part. A few days later, they get in touch to let me know the investigation has finished, and indeed, my part has been lost (telling me nothing new), and would I like the final part of the bed? I say no, I would like a refund. Then, I'm told they will tell their courier to pick up the parts of the bed which I have received, and only then will I receive the refund. The courier has not gotten in touch yet, even after waiting 3 days (they said they would get in touch in 24 hours). So essentially, I'm stuck with half a bed that can't be put together, I have the head and foot boards of the bed and the slats, and nothing to put it together. I don't trust that I'll receive the final part, but I can't seem to get the refund together. Customer service one the phone was very short with me, the emails that they send to me are copied and pasted (and they don't even hide that by pasting with plain text?), so it's clear this is a recurring problem and they repeat the same thing over and over. Seriously, never again.”

Helpful Report

Posted 5 years ago

“If we have ZERO stars i could review MYFAIR better. I have bought an item for my son, it's shown at website as AVAILABLE for delivery until Sunday, September 19th. BUT: i receive an e.mail, after almost 5 days after my purchase, telling me that the item it isn't available now, just from november 28th. It's TERRIBLE experience as costumer. For my suprise: the item remains available for anyone buy and have the same problem with them. It is desonest. I already made my cancelation order and wait for my reimbursment ASAP.”

Helpful Report

Posted 5 years ago

“Their return policy is illegal, according to consumer law items bought online can be returned free of charge to the customer, for 14 days from delivery or from the date the seller is informed of the return. Their policy forces the customer to pay for the return by deducting the cost off their refund. Additionally they sift their reviews before allowing them to be posted, so reviews on products are not genuine as they are only ‘Wayfair approved’ reviews.”

Helpful Report

Posted 5 years ago

“I ordered a top grain leather sofa from wayfair. They sent a sofa that looked identical to the one I ordered but it came from a different manufacturer and is faux leather, not the top grain leather I ordered. They then told me I had to package up the one they sent me and when it is picked up I will get my refund. The company had no intention of sending the order I placed. They went so far as to tag the box with the invoice for the sofa I ordered that clearly identified I was to receive a Garbutt top grain recliner sofa Item BM166036. Instead, Furniture of America item CM6193SF that is faux leather was sent and it had a hole on the side of it. Customer service never offered to correct the order, but handed me off to an agent that wanted me to look at Wayfairs premium furniture side of their business, Perigold Furniture. When I told him I was not going to buy something my call got dropped. When I called back I was told that Justin was on another line. After all of that I found that the delivery team damaged my front screen door.”

Helpful Report

Posted 5 years ago

“I did not get my delivery it came days early and the courier left it somewhere without my permission. I spoke to customer services who were rude and not helpful and now i cant get hold of anyone from the dispute department they dont get back in touch and no refund.”

Helpful Report

Posted 5 years ago

“i ordered a bed for my daughter who is starting uni.Got a delivery slot on Thursday but bed didn't turn up. No one rang me. I rang them the next day to be told it was lost. Then told they couldn't deliver till Monday. Was told I couldn't speak to manager till end of day as he was "so busy". Finally after 20 mins on phone, manager was found and he told me best he cld do was Sunday. Then on Friday we rang them to double check delivery address but out of the blue they told us it could be delivered in 10 mins. I ended up running to my daughter's flat-still no delivery. Another 2 hours wasted. Daughter still sleeping on floor. I rang them Sat to be told I'd get a call on Sat but no call came. Daughter rang to be told it will be delivered "some time next week but they couldn't say which day", she still on floor. Basically we drove 200 miles to set up my daughter in a new city and hours were wasted waiting around and on the phone just for the sake of a simple bed. We had a lot of other stuff to do too!! As a parent, I felt awful leaving my daughter without a bed. We had planned to help her assemble it but God knows where it is. This is a company that urgently needs to sort out communication between customer, call centre and delivery company. Meanwhile 1 customer is still on the floor.”

Helpful Report

Posted 5 years ago

“Sent for a picture expecting it to be ready to hang like the previous one we bought. turned out it was a print only requiring a frame. returned it as not what i wanted yet they kept 4.99 off my refund amount. No matter what their policy is, i regard this as fraud , will not use Wayfair ever again. Avoid them.”

Helpful Report

Posted 5 years ago

“I applied for their credit card, and it was a huge mistake! I got an email instantly that my credit has been checked from credit Karma, but I didn't get the 40$ off that it is promised on their website. I asked them to cancel my application because I only applied for the offer for this purchase and they didn't accept. A very unacceptable and unhelpful customer service, which I never suggest anyone trust this service. I talked with the manager, and he didn't solve the problem or even try to solve it. The only response they gave is they can't proceed; this is not a company I can ever order from again or suggest anyone do so.”

Helpful Report

Posted 5 years ago

“Great products, great prices, appalling delivery service. Delivery was supposed to be Peterborough items delivered to Leicester!!! Will never shop with Wayfair again.”

Helpful Report

Posted 5 years ago

“First experience buying from you won’t be buying again delivery due today Friday 23 rd August! Waited in all day nothing! Seemed to be processing from 5 am 10 hrs later still processing! Rang Wayfair to be fair the guy was ok, but with the bank holiday looming and I’m away back end of next week, I’m now told by Hermes the parcel is not small and too big and gave wait for a specialist courier absolutely furious and will be demanding a refund if my item is not with me by Tuesday, rest assured first and last purchase!”

Helpful Report

Posted 5 years ago

“Awful waited 5 days gave up in the end and asked for s refund customer service are not able to track where the goods. Maybe l was repeatedly told oh tomorrow but the console table never arrived nobody knew where it was the drivers do not communicate with anyone I go to work so l was not able to wait or dash between work and home l was told and the tracking also confined everyday it would arrive it never did the depot is only 100miles from where l live l gave up in the end and now l am waiting for my refund omg crazy”

Helpful Report

Posted 5 years ago

“Very poor customer service. I ordered 2 sofas one month back. When they delivered the sofa, one of the sofas was of the wrong color. After 10 days of the complaint, when they come to replace the wrong sofa, the replacement was also of the wrong color. I don't know how many days they will take now. I also had a bad experience in the past as well. I purchased a divider and when it reached me, it was already damaged.”

Helpful Report

Posted 5 years ago

“Mattress arrived damaged. A replacement was sent and it too was damaged. The bedroom set I ordered was delayed on 5 occasions over a two month period. I finally cancelled it because it still had yet to be shipped. Their customer service is helpful mostly because I assume they have had plenty of practice. I have to admit there is truth in advertising. Wayfair does indeed have just what you need. That is because you can never get it.”

Helpful Report

Posted 5 years ago

“My experience has been abysmal. An item I ordered took over a month to arrive - this was after I chased it up and then decided to cancel the item. They then delivered it!! I arranged to return the item - and over a month later am still doing so. They promised to collect the item on a specific prearranged date and I took the day off work. No-one arrived. The item is too big to leave elsewhere. Now they have apologised and asked that I arrange another date. WAYFAIR IS TERRIBLE. DON'T ORDER FROM THIS SITE.”

Helpful Report

Posted 5 years ago

“The delivery service is shocking, this is now the 2nd time their delivery is not as promised. I understand that traffic can big a big factor but you don't receive further updates only that they are late. The 1st time I used them they were late and when the delivery eventually arrived 5 hours later then their confirmed time I only received half of my ordered goods. Due to losing a day pay again I will not use this company again”

Helpful Report

Posted 5 years ago

Wayfair is rated 1.5 based on 2,242 reviews