Wayfair Reviews

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

1.5 Rating 2,252 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,252 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I can't list every reason to Avoid Wayfair. That would take me too long to explain. Broken down: The Customer Service person lied to me because my Phone would not access discount. Then I was sent the smaller drying rack. I paid for same model large drying rack. Sent it back. Then they sent me the same smaller/less expensive rack again. I gave up. Kept it. Have credit for the smaller one. Bought a bed frame. 10pm Sunda 5 min. later canceled it. Then at 5Am PST called Wayfair to speak to someone: old story again: ''our Warehouse is not in customer service building'. No guarantee it won't be shipped. At 11am sent me email. Sorry can't cancel. Then when I tried to cancel order (because request disappeared) was given statement: We can keep item as it hasn't shipped and give you 28.00 credit. So loose my 25.00 credit and 132.00 bed purchase for 28.00 Wayfair credit? Really?”

Helpful Report

Posted 1 year ago

“Wayfair emblazened the product page with "£15.00 off first order" - nothing else, no small print. Then we were prompted to enter an email address and received a 'Welcome back' message. What? I may have looked at something before but never bought from Wayfair. So I progressed and guess what? All trace of the '£15 off first order' offer disappeared. Annoyed I called Customer Service who (eventually) suggested it was probably because the system had assumed a previous enquiry meant this was not a 'first order' (!!!) But in any case the £15 off only applied to orders over £150. Bad form Wayfair - this is deliberately misleading. Its dishonest.”

Helpful Report

Posted 1 year ago

“Wayfair is the worst online company I have ever dealt with. They lied to me about discounts and delivery. Customer service and Wayfair Credit Card are inept..”

Helpful Report

Posted 1 year ago

“Sfter long delay cancelled order for sale item for no reason. They had inventory”

Helpful Report

Posted 1 year ago

“Horrible customer service. Shipping return policy is horrific! They make you pay shipping for your unopened package. I heard horror stories of people not getting their returns picked up in time. I am will never order from wayfair again!”

Helpful Report

Posted 1 year ago

“Combination of incompetency and appaling treating of customers. I've ordered 2 beds. First bed came with one extra box (supposedly from another bed). Wayfair collected it later, so it was not a big issue (although I now think this might been have a headache for another customer) The second bed came with one box missing. Delivery didn't bother to ring the door or count the boxes which are were clearly marked as number 2 and number 3. Wrote to support - they are looking into it, resolution date unclear, but no earlier than next week. I've asked to cancel the order and guess what? I would have to pay for the return shipment! Of the bed which they failed to deliver. So I don't have the bed and they won't return (all) the money. Will never buy from this company again.”

Helpful Report

Posted 1 year ago

“Absolutely the worse company I’ve had the misfortune to deal with, messed up the order so many times I deleted the app and will never deal with them again!”

Helpful Report

Posted 1 year ago

“Most ridiculous and unprofessional customer service you can ever get in UK, I ordered an AC on 13/06/2023 which was estimated to be delivered on 21/06/2023. Initially the tracking number showed that its sitting on XDP distribution unit since 16/06/2023, after chasing and chasing I was finally informed its been lost by the carrier. Then promised to deliver the replacement unit by 30/06/2023 the latest. After calling on 28/06/2023 to reconfirm delivery date, I have been told a new story that now it will be shipped on by 30/06/2023 the latest and not before, with new "estimated" delivery date of 06/07/2023. Today is 01/07/2023 and if its been shipped I would have received a new tracking number, which I haven't, meaning its still not shipped. Wayfair ridiculous policy do not allow you to cancel your order and buy the same product from another decent supplier, they ransom your payment for their mess ups and blackmail their customers to stay and bear their horrible service. Unbelievable, never buying with them again.”

Helpful Report

Posted 1 year ago

“Useless company. Ordered some curtain brackets and then had to cancel half of them as i realised they were pairs. My fault but order was amended within 5 minutes. Firstly they delivered completely the wrong items - curtains instead of curtain pole brackets. Secondly they failed to make the refund. Trying to use their chatline to resolve this is a waste of time as they don’t appear to have any of the right information and then simply leave you sat waiting for an answer (30 minutes) so have taken it up with VISA who will resolve the issue. I won’t ever shop with them again and suggest you don’t either. It’s just not worth it on several levels.”

Helpful Report

Posted 1 year ago

“Took my money but failed to deliver my items”

Helpful Report

Posted 1 year ago

“Delivery driver delivered to the wrong address, even supplied a photo to the fact. Absolutely useless wouldn't give any stars if it were possible.JS”

Helpful Report

Posted 1 year ago

“Order no. 3910358504. Do yourself a favour a avoid this company. Promised delivery dates are not met. Wayfair unwilling to refund instead you have to wait until they say when you can cancel your order. My next option is to contact the Office of Fair trading.”

Helpful Report

Posted 1 year ago

“Scammers absolutely disgusting customer service do not buy from them you would disappointed”

Helpful Report

Posted 1 year ago

“A terrible product combined eith terrible service buy from anyone else but wayfair. The delivery was delayed a month and I had to chase all my own updated and the product was danage when it finnaly arrived and not worth half as much as what I paid.”

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Posted 1 year ago

“Website sucks. When u put something on Facebook, take the customer to that particular item not your website”

Helpful Report

Posted 1 year ago

“Rubbish customer service with rubbish quality products, received damage, missing item but they declined to help me , submitted pictures 3 times still no valid response, will definitely contact online fraud team to chase them and help with my refund”

Helpful Report

Posted 1 year ago

“My entire experience with this has been appalling. I tried to purchase a set of cookware from them and it was (falsely) flagged as a fraudulent transaction and cancelled multiple times, with an email redirecting me to customer service for review, which I did only to be told to reorder and get rejected again, to the point I got an email saying that I couldn't order anything from the account ever again, and then another email right after saying I could re-order it. Eventually I got a box of cookware after a week of trying to sort it out. However, the item that was sent was a similar looking cookware set but with different branding and the box said that the item was not oven safe. The entire reason that I bought this set to begin with an kept persisting with trying to buy it after the repeated fraudulent transaction issues was that it was oven safe as I like cooking omelettes and casseroles which are half cooked on the stove and half in the oven. I contacted customer service to say that the box says the item isn't oven safe and they sent me screenshots of the product description on the website that said it is oven safe, and I replied that the item they had sent says it isn't. They then said that they must have sent the wrong item and would I had to return it to them and they would send me a replacement. This morning I got an email saying that they had sent the right item but the online information was wrong and it is definitely not oven safe and cancelled the replacement order and asked if I wanted to keep the item that didn't do what I bought it for or get a cash reimbursement. At this point that is the MINIMUM they could do after wasting so much of my time. Then this afternoon I got another email saying that when I return the item they will issue me with store credit in 3-5 business days. I don't want store credit because 1) they literally don't have a set of pans that does what I want so the credit would not help me get a set of oven proof pans for a similar price, 2) its already been over a week and I don't have any cookware in my new house and don't want to wait another week not being able to cook the food I've already bought or waste more money buying interim cookware, and 3) I wouldn't want the credit to buy anything else either because this is an awful company and I never want to deal with them again and you shouldn't either. I am honestly a very patient person and I always try to be polite and understanding with the individual customer service personnel I interact with because it isn't their fault the system is dumb, but seriously I'm at my wits end. I've never been messed around in so many different ways by one should-be-simple transaction. Long story short, if you want oven safe non-stick cookware, or probably anything really, go LITERALLY ANYWHERE ELSE.”

Helpful Report

Posted 1 year ago

“I won't recommend buying from Wayfair. I bought a coach over $ 1000, and it is very poor quality. Wayfair won't disclosure return shipping cost when you buy it, and they know how much it would be exactly because they have your address. They will disclosure it immediately when you start return. You will have to bring to FEDEX very heavy boxes yourself.”

Helpful Report

Posted 1 year ago

“Unlike Amazon, Wayfair has a terrible return policy. How do you know if you will like something, based on a picture and a handful of reviews? How do you know if said reviews were not planted, by the manufacturer? If it needs to be put together, as a lot of things do, how do you know that’s even achievable, that the pieces will fit and the directions are clear? You don’t. There is no way anyone can. This is why Amazon has an easy return policy. And this is why, I don’t like or plan to recommend Wayfair, or companies like it. First off, they require a lengthy request to be filled out and even ask for pictures. If something goes wrong with what you purchased through Wayfair? Say, it arrives broken; it’s impossible to put together, because of bad instructions or pieces that don’t fit, or if it’s not as you expected, given the picture you saw? Wayfair expects YOU to cough up shipping expenses. Outrageous! This is why, I will not recommend anyone to patronize this business.”

Helpful Report

Posted 1 year ago

“Ordered a chair on 26/4/2023 - was told it was in stock and would take 2 days to deliver - over a month later after 12 phone calls 30 E-mails it arrived - got no notice - no phone call - no E-mail it just turned up - good job I was in - the driver was lovely - apologised about the late delivery and bought it into the house for me. I even E-mailed the CEO and he just passed it on on to his customer service [customer non-service actually] anyway - when I opened the damaged box - there was no screws to attach the legs - my builder said they were a special screw an ordinary screw will not do the job - so as from yesterday and to now - I have sent 9 E-mails and guess what!!! STILL NO REPLY - they were quick enough to take my hard earned money. I did manage to get through to somebody earlier after waiting 20minutes and I have been promised a phone call by 5PM - not expecting one!!!! I mean really - when do I go from here !!! HELP!!!!!! PLEASE!!!!! I am thoroughly disgusted and cannot believe companies can operate like this - don't get me wrong when I have eventually got through to some-one they ALL have been polite and apologised - but it's ALL BS!!!!”

Helpful Report

Posted 1 year ago

Wayfair is rated 1.5 based on 2,252 reviews