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

“An absolute and terrible business!! They are liars and don't care about any customer service at all, DO NOT BUY HERE!!”

Helpful Report

Posted 2 years ago

“Honest Experience in Hell To begin with, they charge you £9.50 for any returns. Don’t get trapped. Second, most of their products are available on other platforms like Amazon or directly from the brands website for cheaper. Third, they have a pathetic useless customer service and if your case goes to the “Executive Resolutions” team, the Manager, Chelsea McAnulty, she is one useless, arrogant, egoistic woman who must hate her job and her life to a level where she believes she works for a dystopian dictator, the founder Niraj Shah, who has been accused of Sex and Child trafficking. Google it if you don’t believe me. I Ordered 8 lamps where only 4 arrived. Out of the 4, two were damaged…. Complained and after 2 weeks of back and forth with delivery team, they confirmed the delivery company lost the package and agreed to issue me a refund. Few days later, this pathetic woman Chelsea, writes to me asking to file a crime report so they can claim their money from EVRI delivery. I refused because there is no crime that happened apart from no delivery being done at all. I finally called the police and told them Wayfair is asking me to report a false report so they understood and gave me a crime report number. I sent this to Wayfair, they then say that a refund will be issued in 1-3 days. After 7 days, Chelsea emails me again to say that they will no longer issue the Refund and closed my case. I have now claimed a chargeback from my credit card company, so if you go through something like this just claim a chargeback and have your peace. Avoid this company if you don’t want to go through hell as I did.”

Helpful Report

Posted 2 years ago

“I tried to connect with Customer service for lost order, unresponsive. I asked for callback, instead put on hold for 50 mins. I used my wayfair.ca account app to contact by phone. Number popped up and I clicked on it. Today, I find out my phone provider charged me $50.25 for ld call. I do not have ld internationally on my phone. I did not know I was calling a U.S. number. It wasn’t even toll free. When I called again today, I made sure I was talking to Canada. Long story short, they said this was not possible but because I had a bad experience they will give me 10% discount on my next order. After I hung up and looked at the confirmation email, there was a short expiry date of 2 months, which they neglected to tell me. So, my parcel was lost, and now I wait another 2 weeks for a new order. Not impressed. And I am stuck with a big phone bill. BEWARE!”

Helpful Report

Posted 2 years ago

“AFTER HOURS OF DECIDING ON ITEMS WHEN I tried to check out the order disappeared .Many items were listed twice. This website and company is a disaster. After spending thousands of dollars here I AM DONE! CHARLES COLLIER CAMARILLO, CA.”

Helpful Report

Posted 2 years ago

“Great product, great price however difficulty with delivery this time . have previously bought from them with no problems but they could not give me a proper delivery date so lost time at work to be able to receive product.”

Helpful Report

Posted 2 years ago

“Wrong item sent Missing parts on items ordered. Rude customer service reps Wanted to charge me shipping for wrong item sent Business pro customer who will never do business with Wayfair again!”

Helpful Report

Posted 2 years ago

“Initially we ordered a sofa from wayfair but our new place where we have no furniture in the living. So I requested wayfair to give me a deadline by when the delivery can be expected and as per usual they estimated me 9th of September. After calling them on 9th of September and complaining about the delay in the delivery, they told me that the order will be delivered by 10th of September. While waiting on the 10th of September and having multiple calls with the delivery company I have got a partial delivery by the end of the day. After waiting for the missing piece of my order for 2 days I've tried reaching them again and after a long call they told me that they don't have any knowledge about the remaining part's delivery. So I've decided to cancel my order and ask them to process the refund and pick up the delivered parts. On the a call agent told me that I'll be putting you on hold and while I process your refund. After reading on the call for 20 minutes she disconnected the call. Meanwhile I was under the impression that my order got canceled as per the last remarks from the customer service. So I've ordered a sofa with a local vendor and expected a delivery on 16th. Then on the 15th of September I have received the missing piece without any prior notification or information from wayfair. After receiving the missing piece I tried reaching customer service again and explain that my order was supposed to be canceled as per their last response. And refer to the previous call and ask them to check the record for any activity earlier. This time customer service totally denied any record in the call although I have references of that call in my dialog and the duration while I was on the call is also with me. Upon explaining that I have all the evidences with me the customer service representative told me that the call was disconnected so they don't have any record for that but when I refer to the earlier calls where I was calling them several times to ask for my order delivery and expected date of delivery, she said that we can't even trace that either. Furthermore when I explain them that I've already put it a deposit to the local vendor to deliver a sofa by today, that is 16th of September. And that local vendor call me that he is on his way to the delivery probably by the end of today. She said that we have not responsible for your order as your order and refund will be processed by some other company who is the sole manufacturer or the the freight company that is delivering the order. Which means that wayfair is selling the products from other vendors and they are no more than just a e-commerce business who are selling product from other people. In the end instead of resolving they gave me another estimated resolution date by then the actual vendor of the furniture will contact me. In the end, I lost $300 off my deposit which was ported against the order I placed with local vendor. I would highly recommend anyone who is looking for something on an estimated date or on a reasonable delivery duration to not buy from them instead of that go to any local vendor and negotiate out a good deal from them while supporting the local community. Thank you for reading my miserable experience.”

Helpful Report

Posted 2 years ago

“Very quick delivery of the lovely cups I ordered.”

Helpful Report

Posted 2 years ago

“people working at wayfair are incompetent to say the least. 1. We ordered a TV stand, which arrived broken which meant we had to wait for another one to arrive. It broke because of the poor handling of the courier, smashing and dragging the box from his van up our stairs, I literally watched him smash, drag, flip, and smash every wall and step on his way up. Which is absolutely ridiculous. Surely he doesn't hate his job that much? 2. We ordered two rugs, the same size and same design, its clear on our order that the there are meant to be 2 of the same rug. They sent us two different ones. We sent them a picture of the different rugs next to each other and asked for a replacement of the one that didn't match. They replied saying that because the product number matches, we cant send another one. Wayfair also asked us not to open a new replacement request form! Meaning they want us to accept a product we didn't even order and that wont match our current living room. The bone idleness of the incompetent staff is bewildering. I have informed my wife to never ever use wayfair again. Its cheap nasty customer service is appalling and the company doesn't deserve our hard-earned cash.”

Helpful Report

Posted 2 years ago

“Wayfair are totally incompetent. They have taken my money and not given me the item. They lost the first item then they ‘lost’ the replacement. They’ve refused to give me my money back despite not receiving what I paid for. They’re thieves who lie and steal from honest customers! DO NOT USE THIS CROOKED ORGANISATION!!”

Helpful Report

Posted 2 years ago

“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

“Disgusting service. I have always been happy with way fair and their products until I tried (and still am) to return an item. Three times I have waited in and been let down . I’m still waiting . I rang one of the team and all she was interested in was me writing a review on her service I said no until you resolve this issue . Still nothing. I will not be using this disgraceful company again”

Helpful Report

Posted 2 years ago

“I can't believe that it takes more than 3 weeks to deliver curtains. It varies but OVERSTOCK delivers faster every time. When I see something I like on Wayfair, I first go to OVERSTOCK to see if they carry it and order it from them!!!”

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”

Helpful Report

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

Helpful Report

Posted 2 years ago

“Years ago I used Wayfair for various small household items. I was quite impressed that if something was wrong, they would send a new one and you didn’t need to return the damaged one. Recently I placed a large order for for outdoor furniture. I did a live chat with an agent to help me pick out an umbrella and base to go with the table and chairs. Both the umbrella and base were far too large for the size of the table. So I had to pay return shopping on both at $34. I asked the agent if she could give me free shipping back since their agent selected it. She said “NO”. Not, no I’m sorry we cannot. I was shocked by the rudeness. So I returned it and reordered from Amazon with free shipping and returns and a much better price. The umbrella was perfect. Learned my lesson. Amazon all the way. Much better customer service”

Helpful Report

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

Wayfair is rated 1.5 based on 2,252 reviews