Wayfair Reviews

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

1.5 Rating 2,236 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,236 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

“dont use wayfait they have paid reviews, cheap products made in china, ordered a couch that was said to be comfortale it was worst couch ever smelled like chemilcas, i sank middle cusions are made cheap teddy beear stuffing.”

Wayfair 1 star review on 11th September 2022

Helpful Report

Posted 2 years ago

“Totally inadequate shop. They lost a track of the order in the warehouse, two weeks has past and they are still emailing me every 3 days saying they are looking for that, then asking for the order number as if they don't know that, then not refunding even though a refund has been requested. the impression is their departments are not connected, not communicating between each other, and the ware house house is a mess and lacking procedures. Avoid.”

Helpful Report

Posted 2 years ago

“Awful customer service or lack of should I say, almost a month without my order that got 'lost' and now have to wait a week for my order to be cancelled and a refund issued. No compensation and almost impossible to contact (probably due to other customers having issues) AVOID”

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Posted 2 years ago

“I ordered a bed and it was delivered with a disclaimer from the Wayfair delivery team, the stated it their is any damage please call Wayfair. Needless to say the boxes were all damaged, ever part of the bed was damaged. It was also missing parts, I called Wayfair customer service and I ws informed that if I return the bed that I received, I would be charged $225.00 to return the bed that was delivered damaged. The customer service is Horrible! The worst experience hands down!!”

Wayfair 1 star review on 29th August 2022

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Posted 2 years ago

“I ordered rug from wayfair -Halsworthy. abstract beige and brown color and received -kalaty theory collection red and blue color instead -was actually shocked and did try several time to get their attention sent pictures asked for help -nothing was done -I was told that I would have to pay for return -ridiculous -they made mistake and I have to pay for it ?- That was my first and last order from this company -should be illegal to send cheap substitute and then said that's the same product .”

Wayfair 1 star review on 26th August 2022

Helpful Report

Posted 2 years ago

“Horrible customer service, took money but no furniture Don not use this company. My son moved for his first job into an empty house. I ordered a bed and a mattress , work desk and cabinet from Wayfair. They have cancelled his delivery twice. He is sleeping on floor for the third night. I am told next delivery scheduled in almost a week time.He injured his back as a child and sleeping on floor means he will be in pain for weeks. His work involve back strain. I called customer service 4 times. They rude, they refused to refund me or deliver as promised. I could not get through to a manager. I emailed , no response. The irony, every single time I called I was asked to accept an email and rate their service 5*. And in sarcastic voice they will ask at the end of the call, is there any thing I can do for you? When I said you did not provide any service none what so ever, he said I have been patient with you, now I will end the call. He just hang off. Do not use them”

Helpful Report

Posted 2 years ago

“Ordered a sectional in early 2022. A week after order, they sent an email that half of the sectional was out of stock/discontinued but shipping half a sectional. I called to cancel, because the strange looking half sectional wasn’t what I ordered. Placed an order on the app for a “deep” couch on 8/17. Within 30 minutes, I discovered the measurements provided by Wayfair for the sofa weren’t accurate based on older review. Reached out through chat to be told it wasn’t cancellable and a disclaimer shows on my order screen stating such. I called customer service the next morning, and it was discovered that disclaimer is there if you order through the website. The app has nothing. I sent in screenshots to prove that. I was told they were submitting a cancellation “form” the morning of 8/18 and to call to speak to a manager if I don’t have a response by 8/22. Called on 8/22 to have two rude CS agents tell me nothing was submitted. A manager then assures me I will get a cancellation and submits. I call each day with no update or promised email until this morning, 8/25. Another rude CS told me it was rejected. Nothing can be done. I asked for a manager not a supervisor. “We don’t have managers here.” I have screenshots of everything, including my same day attempt to cancel. According to my state law, I had three days to cancel unless there was a disclaimer. As shown in my screenshots, no disclaimer exists on the app when ordering that sofa. Oh, the shipping date has been moved back at least once during this time. Read the Wayfair reviews here and elsewhere. I should have.”

Helpful Report

Posted 2 years ago

“I ordered four wall lights and recommended light bulbs, only for one light unit to be cancelled, followed by the remaining three the following day. They dispatched the light bulbs though! Customer service is appalling and their online systems don’t seem to operate in real time. My account is still showing the light bulbs as “preparing for dispatch” and they accepted an order for wall lifted that showed as being in stock when they were in fact out of stock. Save yourself a lot of hassle and shop elsewhere, this company really should be avoided.”

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Posted 2 years ago

“Worse customer servies Lie customer servies Rude hang up on you And everywhere that I check now the have worse review ever”

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Posted 2 years ago

“I wouldn’t usually slate companies but I’m fuming…. Absolutely awful service from Wayfair a tv unit that has discoloured ordered a different unit and now left with half of it because the other half has now been discontinued and they won’t let me return it!!! Will never use you again shocking service Wayfair!!!!”

Helpful Report

Posted 2 years ago

“Terrible service. Cancelled my order 'due to a processing issue' what does that mean ? tried contacting them with no luck. So few weeks later ordered same item again using different payment method and got email 'Despite our attempts to fulfill orders to our high expectations, your past order experiences and feedback indicates that we are not the right company to satisfy your shopping needs' my past order experiences ?? ironic . pretty useless as a company not sure how they manage to do business.”

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Posted 2 years ago

“Stay well clear of this company. Ordered a kitchen table and chairs. The order was cancelled for the delivery day and I was not around when they rescheduled so it was not delivered. I contacted them for a new date but the price had risen by £40…made a complaint but they were no bothered…customer care was zero very abrupt and unhelpful. No wonder Amazon are wiping the board with deliveries…got a table set view Amazon…next day! Wayfair could learn so much from Amazon…..stay clear!!!!”

Helpful Report

Posted 2 years ago

“The worst company and Customer Service you could ever deal with. The Customer Services Representatives are very Unsympathetic, unhelpful and uncaring. You order and then they cancel your order, without your knowledge or authorisation. The same item goes up in price and they cannot honour it, even that is is there system fault. No complaint procedure. Please do not buy, think twice. It is a nightmare. Spend the extra money and buy the same item somewhere else.”

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Posted 2 years ago

“DON'T BUY FROM WAYFAIR IF YOU EXPECT GOOD SERVICE. AFTER WEEKS OF EXCUSES I AM STILL WAITING FOR A REPLACEMENT PIECE THAT ARRIVED DAMAGED. TERRIBLE AFTERCARE SERVICE”

Helpful Report

Posted 2 years ago

“I ordered an air condition on the morning of the 7th advertised as fast shipping by the 10th. It is now the 10th and my item still hasn’t been shipped. I needed this because one of my ACs died and it’s the hottest summer ever. I am moving out this weekend and spoke to a total of 5 people including a manager who can do nothing for me. They are refusing to cancel my order because they say they don’t know the progress of shipping yet but when you look it up on fedex all it says for 2 days now is that a label was created! I am now told to keep track of it every day and make an account on fedex to reroute it to my new address the moment I see it shipped because that’s what I want to do while I’m moving an entire house into another!!! This is completely disgusting and unacceptable! How can you advertise something as fast 2 day shipping and then not even allow me to cancel for a refund when the item never shipped!!! Horrible customer service! I will never ever order from them again! This is why I only order from Amazon! 2 day shipping means 2 day shipping with them and if this had happened with them I would have my order canceled and refunded. I am honestly disgusted by this company and the fact that I had to call several times with no solution. All I want is my money back and my order canceled!”

Helpful Report

Posted 2 years ago

“I ordered once. Returned the damaged goods. And constantly calling for my refund. And got nothing more than excuse after excuse after excuse. I will not be ordering from these people again.”

Helpful Report

Posted 2 years ago

“Product quality poor. Not long after purchase, stuff just falls apart. Gives online shopping a bad rep.”

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Posted 2 years ago

“its horrible, i cant have them mail me a return lable since i dint have a printer and they can only send it to my email. never ever purchase anything from waifair.”

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Posted 2 years ago

“This website is really a fake website that lists fake products and then takes orders from customers. Then they keep pushing the delivery date until the customer cancels. Horrible customer service. They just give you two options, one is to cancel and get a refund or pay a higher price for a similar product. Until that point, they get to keep the customer's money which they use for n number of investment purposes. Stay away from this fake website. Just google any product that you want to order on this website and you can find 10-20% cheaper prices elsewhere.”

Helpful Report

Posted 2 years ago

“I returned 3 items with one tracking number in one parcel,with the advice of customer service. I have only received the refund for one item. I have called up at least 10-15 times, I was told every time that I will receive the refund within 3-5 days. 2 months later, I still have not received the refund and I have been told that I won't be getting a refund. Extremely disappointed and frustrated as I did everything by the book. They are making me pay for a mistake on their end. Many online retailers offer free return but Wayfair expects you to return with your own expense with also separate postage. They do this to put you off returning. This is the game they play to steal money from their customers.”

Helpful Report

Posted 2 years ago

Wayfair is rated 1.5 based on 2,236 reviews