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

“Customer service is subpar with no flexibility or understanding of own products Ordered item with 6 week delivery time (really very long already) and then a week from delivery date I received a generic email stating my order would be delayed a further two months. Upon querying this I was told my only option was to just cancel my order (that I'd been waiting over a month for), even though the item I had ordered was an item that could not be cancelled according to Wayfair's own website. I physically could not cancel my order. I was not offered any other resolution, compromise or token of good will due to issues caused by wayfair. I have now been out of pocket for over £300 and it is now 3 months since I ordered. I have been asked for feedback when I still do not even have my item.”

Helpful Report

Posted 4 years ago

“We purchased a parasol base it came broken wayfair told is not to send it back but still didnt give us our full refund. Next day the parasol came, it looked like it had been used and it was damaged. They charged me £6 to pick it up! So all in all both products needed to be refunded and lost out by just over £8 what a rip off of a company will never use them again!”

Helpful Report

Posted 4 years ago

“I used to order a lot from Wayfair, but my latest experience has left me extremely disappointed and it will probably be the last time. We were moving to our new flat in the beginning of May and wanted patio furniture arrive some time accordingly. We placed an order mid April and got confirmation from customer service, that it is marked as a rush order and should arrive beginning of May. Over month has passed and we have gotten now various different emails saying either our furniture is out of stock or delayed another month. Last email stated that we will receive update in the end of July. After numerous phone calls we still haven't gotten straightforward answer. Definitely won't be waiting another 2 months for an update! Very disappointed in Wayfair and their vague customer service.”

Helpful Report

Posted 4 years ago

“Called the customer service and was on hold for an hour and was disconnected. We're were calling for a damaged shelf. Extremely disappointed. Amazon all the way!”

Helpful Report

Posted 4 years ago

“Ordered a bistro set took money delivered a bench was put on hold for 15 minutes no apologies was told item out of stock!”

Helpful Report

Posted 4 years ago

“My wife ordered on 26 April and that… My wife ordered on 26 April and that time the website saying because of covid it will be available in 4 June .then I get email that it’s delayed delivery and it will come on 8 June. I have ordered because it my son’s birthday and we were planning it so long . Worst service and communication is zero Never use this website again better order from amazon next week delivery”

Helpful Report

Posted 4 years ago

“Hard to get your refund but they take your money very fast. Customer service e- mails you a lot saying another customer service representative will be in touch in 24 hrs, but you never hear from them. My first and last time dealing with Wayfair. Customer reviews are very low, under 3. Shop and pay at your own risk.”

Helpful Report

Posted 4 years ago

“have not received my chair that coat over $300.00 Got a text from Fed-x saying it was delivered to me, it was not!!! I am not happy!!”

Helpful Report

Posted 4 years ago

“Terrible!! Ordered garden furniture in late April advised it would take up to 6 weeks got a date of the 9th of June then today got an email saying that it wouldn’t be in delivered until late July, I used to order from Wayfair a lot I have ordered a lot of furniture but the last 2 times they have really been shocking. Will never use them again”

Helpful Report

Posted 4 years ago

“One star is to much for this absolutely rubbish no customer service company . STAY AWAY”

Helpful Report

Posted 4 years ago

“Don’t bother ordering from here, we ordered a mattress and bed frame at the start of may, the bed frame arrived 9 days late, and we are still yet to receive the mattress, having had its delivery date delayed FOUR times now to the 3rd of June before they even ‘have a solution’ as they described it. Average quality and completely non existent customer service!”

Helpful Report

Posted 4 years ago

“Service from hell. I ordered a sofa from this website and as it operated smoothly I decided I would utilise it again, little did I know I was about to experience the ordeal from hell when placing an order. I devoted my self to paying over £500 for smart coffee table during this pandemic where people aren’t working and are furloughed, for a lot of people that £500 would be the full extend of their pay package this month, never the less I had devoted myself to paying it on an item originally priced at over £700 before discounts. I was open minded when ordering this that there could be delays due to Covid-19 However what I experienced was the WORST experience I have ever received in my life. The table due to come on May the 1st. On my the first I waited in all day, didn’t leave the house awaiting this order. It never came, I didn’t receive ANY communication from the company and had to chase this myself. It was delayed to the 5th, the same thing happened. Once again no communication It was delayed to 11th, the same happened Once again the 14th the same happened This then happened with over TEN DATES in total where I physically had to ring the company myself, that’s over 15 calls I’ve had to make to Wayfair at this point! I then received half My order in the post Firstly WHY ON EARTH WOULD I WANT HALF A GOD DAMN COFFEE TABLE? Secondly the item as smashed up, broken in Various places once again I have to ring them to complain about this service - nice to know that upon ordering a £500+ item they package it with care enough for it to arrive broken. Once again I’m given a different date for the re-schedule delivery. And you guessed it on another 5 dates that they’ve told me it’s not arrived. - (yet can I add, on the website it’s Still advertised that if you order the item now you’ll get it sooner than me as an existing customer) This was escalated with a manager who assured me on their recorded phone line that this time would be different as she was taking ownership of the case and I’d get my re delivered table on the 3rd because of this. Yet since this statement I’ve been told it’s coming on the 4th, 5th, 8th, and this morning I’ve had a new email to say the 10th Bringing the order to being 5 weeks late, alongside service from a robotic “manager” who showed no empathy at all, jacintha. Jacintha whom also told me on two occasions that she would contact me, only to not leaving me to chase this company near enough every day in lock down. The service I’ve received has been terrible, and the ordeal of this coffee table not coming has practically aged me due to the stress and anger of them taking me for an absolute JOKE. Upon looking at the coffee table on the website right now it tells me if I buy it now I’ll get it on the third? Why is that false advertising allowed to happen when I’m going through this ordeal and you clearly know there’s a problem After this service I would personally never order from Wayfair again. Disgusting service and I will be taking this further.”

Helpful Report

Posted 4 years ago

“I ordered a chair, waited over a month it never came. I checked the website almost every day for the shipping. One day it said the item was being prepared for shipping, A week after the expected delivery date the order disappeared from the site with no explanation and I never received the chair. They wasted my time I should have ordered from somewhere else.”

Helpful Report

Posted 4 years ago

“Very poor quality and finish, not as advertised. Not able to verify I received correct product I suspect I received cheaper version to the one I wanted.”

Helpful Report

Posted 4 years ago

“A small cabinet came with cracked wood parts, because of that it's all wonky after building it. I never bought such a poor quality item online, I paid around £100 so wasn't expecting anything great, but that was awful! I must say I buy A LOT online,was the first time with Wayfair, and will be the LAST. Their replacement policy requires you to print stuff and wait ages...”

Helpful Report

Posted 4 years ago

“Watch what you buy?! I ordered a sofa that ended up with cushions that didnt look anything like the picture! They were so vacuumed packed and the material was so wrinkled that i had to steam it and add foam. The microwave was stated wrong on the website... I received a plain everyday microwave instead of a convection microwave. It took 4 weeks to get it! Returned it they sent a new one and that took 4 weeks!!! Got it and it's damaged dented and no fan. Now im waiting for a new one... It's going to be another 3 weeks!!!! Unbelievable!!!! I will never buy from them again!!!!!”

Helpful Report

Posted 4 years ago

“I ordered a left handed corner sofa… I ordered a left handed corner sofa and a footstall. I received a right handed sofa and no footstall. I was told i would get an email to find out where my missing footstall had gone, 1 week later i got nothing back, i rang them and they said they would order it now, i don't understand why that wasn't done straight away! Now having to wait another 4 weeks for the right sofa to be delivered, i haven't been offered any form of goodwill. will never use again.”

Helpful Report

Posted 4 years ago

“Avoid the hassle of ordering from here and order elsewhere. Been waiting over a month for my order which has been delayed 4 times with no communcaion- I've had to chase the order each time the new new delivery date passed. Recived a tracking number but tracking number shows that the delivery company doesn't have the item! I wouldn't call that dispatched! Called up and customer service kept changing the delivery date on 'when it might arrive' and wouldnt confirm if it had actually been dispatched. According to this particular customer service employee their system will show different information to ours but refused to give any details on the delay or dispatch details! Customer service then proceeds to explain what covid is.. like we hadn't noticed! Drop by their facebook page, theres many many more people in the same situation waiting for their order!”

Helpful Report

Posted 4 years ago

“Because the shipping information was incorrect on our order of 2 chairs, we had to call to correct. We sat on hold for an hour and 45 minutes. The person said it would be shipped to the correct address. When we received an email from Fed Ex it indicated it was being shipped to the wrong address. To make matters worse, they charged us for four chairs rather than two. Tried calling again. After waiting on hold for over an hour, we got dumped into a voicemail. No one returned the call, so we tried calling again. Tried calling Fed Ex, but only the seller can change the delivery address. So, I had to resort to disputing the charges on my credit card since I could not correct the situation through Wayfair's customer service. Unreal!”

Helpful Report

Posted 4 years ago

“I waited 2 months for a couch that I was told was in stock, then told, when I CANCELLED THE ORDER, that the couch did not actually exist. It was delayed four times, three of which I was put on an hour long wait as I tried to get in contact with customer services. Then, they only gave me a total of $70 off and refused to go past that. ”

Helpful Report

Posted 4 years ago

Wayfair is rated 1.5 based on 2,238 reviews