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

“Bought a chiminea in september- found a huge crack in it. Thought that ordering a replacement part was suprising easy and staff polite- however after waiting a month for a replacement they sent entirely the wrong part ( despite having been sent clear pictures) Then I've emailed twice and am waiting a further month for the right part to arrive. I have been told twice that I cannot get a full refund depsite the product being rubbish and unuseable.”

Helpful Report

Posted 3 years ago

“They refuse to cancel an item even if you cancel within 24 hours and the item has not even been shipped. They make you pay for return shipping.”

Helpful Report

Posted 3 years ago

“Received an email to say my sofa was being delivered. It didn’t turn up on the day specified or the day after. When I called to find out what was going on I was told that my sofa had been “lost in transit”. How can you lose a sofa?? They ordered me another one and then sent me a message to say it was out of stock. Total incompetence.”

Helpful Report

Posted 3 years ago

“They sent an incomplete item. I now have to wait 14 days for a new part to come (inc. working days only!). Unhelpful customer service. Zero regard for a customer”

Helpful Report

Posted 3 years ago

“Total incompetence. In the last week of September 2020 I place a simple order for just a single Mattress. and I opted to pay monthly The 1st went out straight away. I received an email that gave an expected delivery date of the 5th of November, together with a tracking number. Close the ETA I checked the 'Tracking' The message simply said "Unable to find the item" I tried several times over the following days, still nothing. The Delivery date came and went. I contacted Wayfair to find where my item was. They said they would 'investigate and get back to me. A few days later I received an email to say 'it had been lost at their Warehouse & they would send another one. They also said it would be tracked this time. I then received another email to say the del'date was on the 5th of November! Again I tried to check the tracking and again 'cannot find this item' I contacted again and was told that the company doing the delivery did not use tracking?? Well the 5th of December came and went and no great surprise...No Mattress!.. Again I contacted them and was told the Mattress was delivered to me on the 1st of November. I told them that no mattress had arrived and that I was in all day and no one came. They proceeded to tell me that it was tracked and I had signed for it. I challenged this and asked for a copy of the delivery sheet. They told me it was signed by a Mr Richardson... I am not Mr Richardson. I told them the tracking number I had did not work. I then asked them to send me the driver's route that day and a copy of the delivery sheet, as it would be easy to match the sheet and his route and other deliveries. I was then told they would have to investigate again. I then received another email to say 'they had investigated and that they were very sorry and that they would arrange for the mattress to be sent again. wow so kind of them. The new delivery date....2nd week in Feb 2021!! So at this stage, they had taken my monthly payments and I had nothing. I asked for a full refund and a day later I had an email to say they had refunded me. I checked in my bank, and ... no money refunded. The battle will go on. As for anyone thinking of using Wayfair should stay far far away.”

Helpful Report

Posted 3 years ago

“I wish I'd read these reviews before ordering from Wayfair. Appalling customer service. Awful company. They employ a sub-standard delivery company to deliver heavy furniture to the doorstep, i.e. the street and advise me to ask someone help me to move it into the house. Totally unconcerned, they do not seem to understand that it would be better to hire a delivery company that will actually deliver the furniture, before they take your money. I shall not order anything from this company again.”

Helpful Report

Posted 3 years ago

“To cut a long story short . Had a piece of furniture delivered that I hadn't ordered worth a substantial amount . I notified wayfair who arranged uplift . Two days of lost earnings and hanging about . Not so much as a goodwill gesture. Ask for it to be escalated was passed to American counterparts. Disgusted at how they treat their customers . No respect .”

Helpful Report

Posted 3 years ago

“Bought 2 recliner chairs but because I live above a shop in a maisonette the delivery drivers refuse to deliver up the steps phoned Wayfair they said it says on the email we sent you doorstep delivery only I said convenient that they take your money then tell you about the delivery they don't make it clear before you purchase and they use the worst delivery company ever xdp yet I bought a bed from Wayfair a few months ago and the driver had no problem bringing that up the steps”

Helpful Report

Posted 3 years ago

“I bought a matress, everything seemed alright till the item arrived. The description of an item doesn't match. The mattress isn't flippable, two sides looks differently, and it doesn't come in the box as stated. actual size matress was delivered. Now I am not really sure about the rest of the description. One of their delivery company isn't reliable either. The delivery was expected on Friday, then it was changed to Tuesday and that was the only delivery slot that week, not convenient because I was updated just a day before when I couldn't already change my schedule, otherwise I should have been waiting another week. Finally, delivery guys left the mattress next to the flat's door in the hall.”

Helpful Report

Posted 3 years ago

“I ordered and paid for a sofa in good time in order to receive it before Xmas. It was due to be delivered in 2 days time and I’ve just received an email telling me it is now discontinued. I cannot now invite my kids over for Xmas as there’s nothing for them to sit on. Appalling service from Wayfair and I’ve learnt a valuable lesson. Never to order from Wayfair again.”

Helpful Report

Posted 3 years ago

“Terrible company to deal with totally incompetent they don’t appear to know what the stock levels are within their own business. We selected an artificial Christmas tree from the Wayfair web site then proceeded to phone Wayfair customer services to check that both the item was definitely available plus the delivery time . The customer services advisor first confirmed that there was 5 available for immediate delivery and gave a delivery date for 15th December with this information I both ordered and paid for the item . On the basis that we also received a confirmation e Mail of our order and delivery we disposed of our old artificial tree in light that we had a new tree coming in time for Christmas . Two days on I receive an e Mail from Wayfair stating that our order had been cancelled as the item was discontinued and that our money would be refunded up to 5 working days . I am really annoyed we would not have disposed our old tree had we not been given false information we are now scrabbling around on the web to get a replacement plus we have to pull out more money while awaiting a refund . I am reading reviews of Wayfair below and this is not the first time this has happened it just goes to show they are totally and utterly incompetent they don’t know what is going on within their own business. Would definitely advise not to trust this company .”

Helpful Report

Posted 3 years ago

“My first order was for a dressing table which came with a damaged drawer. The replacement drawer was also damaged. The next replacement drawer was acceptable, but again I had to wait in for the courier to deliver. My next order was for 2 clocks, a tablecloth and napkins. The clocks didn't arrive in August, September, October, November or December and I am now told to wait until next year. I really like the clocks and hope they will come eventually, especially as I paid for them months ago, but somehow I doubt they will ever arrive. The policy seems to be to make use of the customers' money but not actually supply any goods. I can't see a time when I would trust them with any more of my money!!”

Helpful Report

Posted 3 years ago

“I placed 3 orders in the span of 4 days. I was given a delivery date approximately a week out for each one. Days later the status was still “preparing for shipment” yet the estimated delivery date hadn’t changed. A couple days prior to scheduled arrival, I received an email stating the order was cancelled because it was out of stock. This happened with all 3 orders. Oddly, the items didn’t display “out of stock” on their website for another day or two after this notification (I even received a “buy this before it’s gone” message on one of the items after I was notified it was out of stock). Apparently they take orders for at least several days on out of stock items. Given this gross mismanagement, I wonder how they remain in business. I’d rate them negative stars if I could.”

Helpful Report

Posted 3 years ago

“////// BEWARE /////// We ordered a sofa on the 15 Sept which was FINALLY delivered on the 15th Nov and after waiting for 2 months it was the wrong colour... Brown instend of beige.... I Reordered a replacement on the same day 15th Nov and still waiting for it, on the same day of reordering, I requested to cancel the order as delivery was saying Christmas eve, and I found another sofa on there web in the outlet part which was available within a few days... We ordered this on our credit card and was assured that the replacement sofa would be canceled and our card refunded.... Still trying to CANCEL and no luck so far even though its showing its on BACK ORDER until the 12 Jan.... I feel they are doing everything they can so it can't be canceled.... No one can call the warehouse in poland, all they can do is send emails to request the order to canceled.... I've spent as much time and energy on this and NO ONE at the company can help and get this CANCELLED... They are saying I have to wait for it to be delivered and then refuse the delivery..... REALLY, its beyond me.... BEWARE.... There must be so many UNHAPPY customers out there, If they run there company like this....”

Helpful Report

Posted 3 years ago

“I have finaly received missing Hardware Packs at the 5th. attempt for 2 Wayfair Bed Frames. And subsequently I successfully managed to complete the construct of metal frames. Hence no more sleeping on the new mattress directly on the floor. Whilst I am delighted to receive the missing parts at long last after numerous emails & chats I am greatly disappointed you are not compensating me for the hassle and inconvenience this as caused me over the last month.”

Helpful Report

Posted 3 years ago

“I placed an order on November 25 that was due to arrive December 11. I was checking quite frequently. Then two days ago the item shifted to being backordered and my new expected delivery date is October... of next year! This is an unacceptable delay but all their customer service centre says is "you can cancel if you want". On their site it says this item will be back in stock by the end of this month, so someone is lying somewhere.”

Helpful Report

Posted 3 years ago

“Wayfair appears to offer a lot of wonderful products, furniture, and accessories, but the last two orders I have made, the items weren't actually available. I made an order on Nov. 14, and once I made the order, I wasn't notified via email but saw in my order status that the item was suddenly on "backorder." Then, I found the same item offered at an $90 savings, so, I tried to cancel the item I ordered, but was notified I couldn't because it had shipped...but actually it hadn't shipped. It's December 3 and Wayfair shows item is pending shipment, and the UPS tracking number I was given says item has never been received by UPS. Wayfair has since pulled down that tracking number. Wayfair's customer service says the item has been loaded on a palette for shipping but no further updates after nearly three weeks. The original estimated delivery date when I placed the order was November 24. This situation is frustrating.”

Helpful Report

Posted 3 years ago

“Delivery company that they use is unreliable, liars and reviewed as a bad courier service. 2 days in a row no delivery despite text slots. No an hr later from last time slot no delivery. Customer services refuse to put you through to manager like they are gonna get a reward for not forwarding calls. Now i have requested a refund due to the last order of replacement bed parts 3 months later have not been received 3months later missing slats”

Helpful Report

Posted 3 years ago

“Delivery is a disaster now 2 months for a lamp shade and waiting. Original 3 weeks delivery was not dispatched and now promised for Dec 22 no confidence in this company and would not deal with them again. It is said that trust like the soul never returns once it is gone”

Helpful Report

Posted 3 years ago

“I was advised that my order had been cancelled on my expected delivery day. Reason given- unexpected glitch in system. Item came back in to stock so I re ordered. Then, on the 2nd delivery due date I was emailed again and advised due to a glitch my order was cancelled. item is now increased in price and out of stock. I went onto live chat to find out what had happened and the 'advisor' (I use the job title loosely) simply replied with "no idea". Terrible customer service. Obviously happy to take money with no stock control and then cancelling after. horrible company. avoid.”

Helpful Report

Posted 3 years ago

Wayfair is rated 1.5 based on 2,238 reviews