Wayfair Reviews

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

1.5 Rating 2,238 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,238 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

“Spent a great deal of time searching for area rugs and floor mats for our home. Site offered free shipping on orders totaling $35.00 or more. Once we had selected two rugs and two mats we went to the shopping cart only to find a shipping charge of $13.95. We logged out and refreshed our browser and went back in, assuming there had been some kind of glitch. Exact same scenario. We called customer service and they told us they agree there appears to be a problem but there is nothing that they can do about it. This company, once a darling in the home furnishing and decor business is going down in flames.”

Helpful Report

Posted 4 years ago

“We bought a mini refrigerator for my daughters dorm and when we received it the box had a hole and the fridge had a big dent in the side of it. Never again”

Helpful Report

Posted 4 years ago

“Brunswick bedside table (x2) When you pay £147 for 2 bedside tables you expect a good quality. Absolutely disgusted with the quality of this product. Made up of cheap, lightweight wood (poorly painted on the top/legs and unfinished on the bottom). Can pick one up with your pinky (see photo). Wayfair now want to charge me £16.67 to return them. Absolute joke. Lost for words - stay away from them!”

Helpful Report

Posted 4 years ago

“I don't even want to give these people one star, they honestly don't deserve it. We ordered a couch, and expected it would take a while to ship with "covid". But we would check every few days or so, and no update on shipping. Finally after over a month, we called to try and see what was going on. They couldn't find the couch we had ordered in their warehouse. But never contacted us to let us know. Their solution? 10% off. Wow! You may as well have spat in my face and wiped your back end with our money! Just a shady, awful company. Don't shop with them, don't waste your time.”

Helpful Report

Posted 4 years ago

“Delivery service is SHOCKING. Ordered a desk in April only to be fobbed off about delivery dates and delays. I was told it was a supplier issue that was causing the delays. I ended up having my order cancelled by wayfair with our knowledge. Stupidly I ordered another desk early May as the delivery was to be a week later, how wrong was I here we are approaching second week of July and I have only just received half of the desk( in two packages). Fobbed off again with excuse after excuse. I WILL NOT be ordering again from wayfair.”

Helpful Report

Posted 4 years ago

“As with Joss & Main their affiliate I will probably not buy from this company anytime soon. I have been a loyal customer. Both companies don't accommodate customer needs regarding order cancellations. Full of excuses. 6/29/20 placed an order was told of delays due to Covid19, emails came stating "preparing order/expect delivery 7/13". Tried to cancel 7/2 and email stated "cancellation under review", next day 7/3 all of a sudden they can speed it up, received denial to cancel and that they shipped it out anyway. Now I have to pay to send it back, same as with Joss & Main years back, have not ordered from them since and will probably not order from Wayfair. Their system stinks, not customer friendly.”

Helpful Report

Posted 4 years ago

“I recently bought a BBQ gazebo from Wayfair it is the worst thing I have ever bought it will be a nightmare to put up and take down every year is so poorly made to measure that the roof is so tight that it breaks the material to fit and just noticed it’s gone up to just under £200. Do not buy unless your a wiz kid of building as it’s a tough job.”

Helpful Report

Posted 4 years ago

“Used to be amazing but has gone way downhill in customer service. Now they don't adjust prices if something you bought went down in price and you're still in your return window. They also have a stupid return process. I bought several different kinds of hardware to try out on a project fully prepared to pay reasonable return shipping for the rejects and wayfair shipped all the hardware separately and forced me to return it all separately and pay for shipping 6 separate boxes back intead of 1 for the whole order. It ended up costing me around $70 in return shipping charges instead of a reasonable amount for 1 box. Terrible. I'm not ordering from them anymore if I can help it.”

Helpful Report

Posted 4 years ago

“Repeatedly delaying delivery dates (which is not a problem, we know it’s a difficult time with COVID) however Wayfair have, on 4 occasions, told us the item was in stock and would be shipped tomorrow / next couple of days. 14 weeks later and we’re now hearing the delays have been because of: warehouse problems; supplier problems; back-orders;... So, rather than being told that at the time, Wayfair customer service apologized and said it has been resolved, item to shipped soon. More fool us for being led, I suppose. Is this fraud?”

Helpful Report

Posted 4 years ago

“Dreadful! This I she second item that has been ordered and not received. Keep pushing back delivery. Paid & Ordered a rug (not cheap!) end of May. Told delivery 11th June. Nothing by 18th June so contacted. They ordered a replacement and I was told (on 22nd June) expect delivery 13th July - they would let me know when shipped. Again, nothing heard so went on line - now they say expected delivery 25th August. This is very similar to an experience I had with them last November. I thought I would give them another try - nope! I'm done with Wayfair”

Helpful Report

Posted 4 years ago

“I ordered a hall shoe rack for the family. The description stated it was for 16 pairs of shoes which is the reason why I chose it. It did arrive very quickly, but the quality was poor for the price and some metal fixings were damaged straight out of the box. The rack will hold 12 pairs of adult shoes but never 16 pairs unless they are child sizes. Overall, not a good experience, poor quality for the money and a misleading item description.”

Helpful Report

Posted 4 years ago

“Home Décor/Wall Décor/Shelves/SKU: SYMS1671 do not buy this Wall Shelf. Purchased our first order of 2 of these and the brackets are useless it’s obvious they won’t support any shelf. Had to order stronger brackets. Very poor product and should not be sold in this condition”

Helpful Report

Posted 4 years ago

“Absolutely pathetic excuse of a company. Waited over a month, got fobbed off countless times, took my money and said it was out of stock and i had to wait then today they're delivering only one of the two identical chairs i paid for a month ago and nobody seems to know why. AVOID AT ALL COSTS!!!”

Helpful Report

Posted 4 years ago

“Just awful! Ordered 2 lights. Received 2 lampshades. Have wasted time on phonecalls, waiting for deliveries or pick ups that never materialise. I will never use them again and strongly recommend others AVOID this company”

Helpful Report

Posted 4 years ago

“Ordered an office desk and immediately received a confirmed delivery date and tracking number. The item did not arrive and we received a sketchy email about a delay. After no further updates we contacted the company only to be told they don't know when we will receive the item and we cannot cancel as it already has been despatched, which it clearly hasn't. I'm not sure this is even legal and in line with consumer laws, we are currently checking this out.”

Helpful Report

Posted 4 years ago

“I ordered a pair of dining chairs but only recieved 1. When I called to chase up the other chair, I was told it was an error on their website and it should only be 1 chair not 2 as stated. They offered a 30%discount on the chair I had or the option to return it.”

Helpful Report

Posted 4 years ago

“We ordered a daybed in April and had 3 estimated delivery dates, could not get a straight answer where it was , wether dispatched/shipped, they told me it was in this country but find that not true. The final straw was today when another ESTIMATED date for the 23july, 4 months. Would not buy or recommend to buy from them again.”

Helpful Report

Posted 4 years ago

“I ordered 4 pendant lights form Wayfair. They ended up shipping only one. They kept stating the others would ship, but when it appeared that wasn't going to happen after one missed date after another, I cancelled the order and shipped the one back. I received a partial refund for the one I sent back, but kept getting strung along on the remaining portion they never even sent out. Had to eventually file a charge back with my credit card company. For all those in similar shoes, do a charge back on your card. It may be the only way you'll get your money back.”

Helpful Report

Posted 4 years ago

“I ordered my patio furniture 2 months ago and haven’t received anything but a damn chair. Like, if that a joke, 1 chair? I’ve been given no explanation or reason for the delay. Sure, covid has caused some back up but 2 months??? No, I want an explanation beyond my delivery date getting pushed back and an email saying it’s pushed back another 3 weeks day of at 8:00 pm. Gee, really? Is this company a scam?”

Helpful Report

Posted 4 years ago

“Very bad customer service Order no 2322533654-I gave this a 1 star in order to leave a review, otherwise zero stars. I placed an order for a picture £55.99 on 15/6/20. I received a confirmation on 16/6/20 stating it had been shipped, deliver 22/6/20 via DHL. DHL tracking stated it will be delivered 17/6/20, further tracking to expect delivery after 1600 hours. Parcel didn’t arrive, despite waiting in. Further tracking information 17/6/20 stating it is out for delivery and delivery expected Friday 19/6/20. I waited in, no parcel!! I have contacted wayfair numerous times and DHL 5 times, neither had the courtesy to get back to me. Today 28/6/20 DHL tracking state my parcel has been returned to Wayfair!! I contact Wayfair, only to be told they have to investigate it, before they will send a replacement or refund! I told them I want a replacement sending out today on next day delivery, but not with DHL. Wayfair say they can’t, they have to investigate as to why theyve made no delivery attempts or whether it’s been damaged!!What is to investigate?? I explained they can see that the picture is on its way back to them, regardless of the circumstances. I’m out of pocket by £55.99. Surely I should come first and they can investigate the why’s later. I’m so annoyed and frustrated, definitely won’t be using wayfair again, despite some positive reviews. I’ve had very poor customer service. The picture is finishing touch to my newly decorated & bedroom decor. Everything else ordered via internet, delivered by Hermes with 2 days of ordering!”

Helpful Report

Posted 4 years ago

Wayfair is rated 1.5 based on 2,238 reviews