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

“purchased a patio awning and paid for installation. They sent a person with no experience and had no idea how to install, then charged me to return the item. Do not buy anything from them, awful customer service and cheap products.”

Helpful Report

Posted 3 years ago

“Promised 2 days delivery Hermes have my parcel sitting in there depot for 4 days now, I would never recommend way for whilst they use these useless couriers. Which is a shame as they not bad company but if they want to keep a good reputation message to them is use a proper courier and those cowboys.”

Helpful Report

Posted 3 years ago

“Glass table was delivered in tiny pieces. Replacement was ordered which never came, next week it’s out for delivery but never came. Next week, we are reaching out... they said that a lot!!!! But they didn’t reach it. The final request again it was on its way, but I checked on the site and the glass top that’s on its way is out of stock for 2 months. I mentioned this and got a refund for the glass top. So we are 6 or 7 weeks into this so far. I have table legs and 4 chairs, but a refund on a table top. Off we go again, I reject the whole order and get a refund ( got to say they refunded without question, they were good for that and thanks ) the legs and chairs are going back. But..... the courier only shows legs going back on their tracker. 3 times, 3 times, 3 times so that’s 3 times..... I confirm with Wayfair are they picking up the chairs, yes they are it’s on the schedule. So when they come to collect the legs and say the chairs are not on the schedule by now me, you, and everyone kind of expect it. They will now be collected on Monday. There’s some nice people at Wayfair but ultimately I can say all those I communicated with either lied or got it wrong. Never again will I buy from them. Never again can I trust them.”

Helpful Report

Posted 3 years ago

“I ordered a wide velvet reversible sofa with chaise by all modern from Wayfair. The sofa cushions did not match the tone color of the chaise. I received 1 out of 5 pillows. This sofa was NOT INEXPENSIVE. So disappointed. I sent it back (had to package it back myself!) but I have not received my refund after 6 days. I won’t be buying ANYTHING from Wayfair again.”

Helpful Report

Posted 3 years ago

“If I could give zero stars I would. Purchased an item from Wayfair and received only the portion of the item. In my confirmation it stated I purchased the full item at the listed price. However their was glitch in their system and charged me the wrong amount and sent only a portion of the item. My only options were to return the item for " free " WHICH THEY SHOULD TAKE BACK THE WRONG ITEM FOR FREE ANYWAY or a 10% off coupon for the full amount (that they did not list at the time of purchase and is a significant difference from what was listed on their website). EVERY CUSTOMER GETS 10% off coupons. This does not assist a customer with an ERROR they made on their end in anyway as you are doing " nothing " different to help a frequent customer. Very disappointed.”

Helpful Report

Posted 3 years ago

“Purchased a chesterfield sofa, which had been listed as "GENUINE LEATHER" for $2000.00. When the sofa was unpacked and examined, the label attached to said sofa indicated that the sofa was 100% polyester! I immediately called wayfair and informed them that they had sold the sofa under false pretenses and I wanted my money refunded to my card and I wanted the sofa picked up and returned to wayfair! They stated that the refund would take place immediately, minus a return shipping fee of $111.00! Wayfair should have covered the return shipping fee since they sold the sofa through "FALSE ADVERTISING". I am also referring this incident to the New Mexico attorney General consumer protection division!”

Wayfair 1 star review on 27th March 2021

Helpful Report

Posted 3 years ago

“I had an item in my cart but did not complete checkout because I was having trouble using one of their 10 percent off codes. I went back the next day to complete checkout and the sale price went up 4o percent and still said sale. Called up I was told prices can change daily. BS if you ask me.”

Helpful Report

Posted 3 years ago

“Absolutely awful customer service as bed arrived damaged and after endless emails, I am no further to getting this resolved. I have been promised the damaged part on multiple occasions and a month later nothing has arrived Avoid Wayfair like you would avoid the plague.”

Wayfair 1 star review on 25th March 2021

Helpful Report

Posted 3 years ago

“Placed a large order and on returning some of it found out i had to pay for each individual item to be returned. An absolute rip off and terrible customer service when i phoned. Not interested in helping out. I won't be placing another order with this company”

Helpful Report

Posted 3 years ago

“WAYFAIR are a rip-off. Just a head’s up for everyone out there. We have just been ripped off big time by Wayfair! We have been charged nearly £100 more for an item we have just purchased. That’s nearly a third more than the asking price. And Wayfair would have bought it even cheaper! How much profit do they want? We have contacted them and basically they couldn’t give a Damn. If you see anything on Wayfair check with the people supplying the product to see if it’s cheaper, don’t make the same mistake as us. A very expensive lesson learnt! 😡”

Helpful Report

Posted 3 years ago

“They say they lost my order and blamed the courier. And then the second order, yes I am stupid. Also never turned up! Stay away from them. Not worth the hassle.....”

Helpful Report

Posted 3 years ago

“I would stay well away from Wayfair, I ordered a bed to be delivered on the 4th of March and still not arrived. The item was dispatched but has been sat with the courier for 8 days and no attempted delivery. I proceed to ask for it to be cancelled and a refund to be given only to be told that they can't refund me as the item is with the courier. The courier is making no attempt to deliver and wayfair won't do a single thing about it,, customer service is a shambles and from what they have said I won't get a refund they just keep fobbing me off with ohh we are looking into it and I have to wait another week until its looked into AGAIN.STAY WELL AWAY”

Helpful Report

Posted 3 years ago

“Waiting months to receive 2 chest of drawers. First arrived damaged and the second arrived next day looking like it was crushed by an elephant. This is not the first time this has happened to me from buying goods from Wayfair and although I received refund the whole experience is horrible.”

Wayfair 1 star review on 10th March 2021

Helpful Report

Posted 3 years ago

“WOW! don't order and expect to get what you ordered... I ordered an item, received confirmation and a shipping date - I was so excited to find the item... and then....BAM... within hours they cancel the order because "it's out of stock??".. WTH??? It wasn't when I PLACED the order... how can anyone have such extremely poor inventory controls - and then act like (when I called)... "that's just what happpens when we oversell"... NOT MY PROBLEM .. and it won't be ever again because I'll never order from them again!!!”

Helpful Report

Posted 3 years ago

“I ordered a day bed 2 months ago and I still do not have it. After multiple delays it was finally delivered. The back was so warped that it couldn't be assembled. I am still waiting for the replacement part and no one could tell me when it would ship. I asked the entire thing to be returned and my credit card credited, to which they agreed. An hour later I got an email saying it couldn't be cancelled and the piece had been shipped. The entire experience has been a nightmare!”

Helpful Report

Posted 3 years ago

“Tried to order A Hot Tub from them. First the tub would not be delivered for 4-5 months?? While they hold my $4000. dollars. Second and what turned out to be A deal breaker, From the day I placed the order, the very next day the Tub went down $200. When I called expecting them to reduce the price of my order $200 they said sorry we don't do that. I cancelled it, went to Costco, got better tub with steps for less money. Ostalavista Wayfair!!”

Helpful Report

Posted 3 years ago

“Have been happy with Wayfair in the past but had an order delayed (Brexit related - an no fault of Wayfair). After waiting for over a month (after expected delivery date) and being told by Wayfair to wait longer for the item (the only communication with them) I then received a notification that the item had been refunded. After checking the website, then item was still available, and on contacting Wayfair I was told that the item is still being sold and shipped but because mine was 'lost in transit' and refunded, I was no longer entitled to the £80 discount and that it would be a "waste of my time" for them to contact the third party supplier. Meaning that I have now been without the item of furniture for over a month - being told to wait before cancelling the order, and then having no contact with customer service. Very disappointing, and somewhat fishy outcome to a weak process.”

Helpful Report

Posted 3 years ago

“Portal is terrible, customer service is non-existent for suppliers, ticket system does not work and the ticketing staff is awful - bad attitudes and never a favorable solution. Pricing on our products shifts like crazy, and for unknown reasons. You have to check the promo manager in the portal multiple times a day as they try to sneak in promotional pricing which only deducts from your cut. Margin is just not present on Wayfair, they are a very shady "partner" who uses their locked in portals to literally steal/extort money from the seller. Even our partner rep takes weeks to respond and never provides a favorable resolution. They owe our company 6k+ in underpaid POs which we have repeatedly sent to them and have been ignored.”

Helpful Report

Posted 3 years ago

“Placed an order for a table earlier this year. I missed the fact the real price was nearly an extra £100 due to tax. I'm assuming brexit related but as felt like that was hidden as I compared with other retailers included tax. The worst part was the table was lost shortly before the delivery date and re ordered from Spain. Now the price has dropped £50, I don't have a table still and when I asked for a discount as the table I bought hasn't been delivered I was fobbed off. Half tempted to cancel the whole order and shop with the other retailer I firstly eyed up. Won't be using again”

Helpful Report

Posted 3 years ago

“Purchased 3 items from Wayfair for the first time. The coat stand arrived the next day so all was good. The TV Stand arrived a couple of days later and the wood was all cracked. I returned it and got a full refund. The last item arrived but we soon realised we had only been sent half of the chest of drawers. 5 weeks later and many emails and false promises I cancelled the order. No apology. I ordered one today from Ikea. It’s cheaper and actually will arrive on Saturday. I’ll never use Wayfair again and would advise no one else to.”

Helpful Report

Posted 3 years ago

Wayfair is rated 1.5 based on 2,252 reviews