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

“Trustpilot reviews Categories Blog My Reviews My Settings Help LOG OUT Alternate Text Andrew GB For companies Review of Wayfair UK Andrew 6 reviews 1 star: Bad A minute ago Middle man trader with awful customer service In early December 2020, I ordered a TV unit from Wayfair. It wasn't made clear that this would be sent in three separate consignments. The first two arrived but the third was no where to be found. Wayfair insisted that if the missing package was not found, then they would send a new one by the 4th of January. On the 4th January, Wayfair, without contacting me, cancelled the order and processed a refund. When I enquired as to why, they insisted that I return the first two boxes, with no explanation. After several days of complaining, I was told so many different things (Brexit, Covid, lost shipment) that I genuinely don't know what is actually true. I asked for the supplier contact details, hoping I could retrieve the missing box directly from them. Wayfair refused to give me these as their supplier is 'non-customer facing' - I believe this was to hide the fact that the company 'Union Rustic' does not exist and is a pseudonym for Polish company Black Red White. Bizarrely, one agent insisted they were going to stop trading with 'Union Rustic' while another insisted they would have stock back in February, but again refused to send me the missing box when it came back in stock. Overall, an absolute farce and awful customer service.”

Helpful Report

Posted 3 years ago

“Terrible company. I ordered an item a month ago. Estimated arrival was a week after the purchase but a month has passed and the item hasn’t been delivered yet. The company refuses to give a refund saying that they can’t cancel an item in transit but I haven’t even been given a tracking number so not sure where the item in transit is. They say the best they can do is offer a free return but that means I have to arrange a return for a heavy item (I am pregnant so that would be very hard taking it to the post office) and wait to have my money back in a really long time. Until then I will have to do without the furniture I need. Appalling service.”

Helpful Report

Posted 3 years ago

“Wayfair actually cold calls people. To buy furniture. Let's examine that. You're sitting around your house and you get a phone call asking if you just happen to need all new living room and dining room furniture. "Wow, that never occurred to me. I guess I do have a few thousand dollars to spend on something I didn't know I even needed." Wayfair, stop spam calling. Are you not aware that people despise spam calls? Are you really that out of touch and clueless? Are you trying to make people hate you? I didn't even know Wayfair existed until they spam called me. Now I recommend everyone avoid doing business with them for that reason alone.”

Helpful Report

Posted 3 years ago

“Appalling fraudulent service and awful company to deal with I ordered and paid for 8 items in the sale boxing day at 17.44 (I have evidence confirming this) on 31st December 2020 not only were the items apparently not available after completion of the sale but they have taken the available funds from my partners debit account and 4 days later after they cancelled the contract of sale we are still waiting for the money to be returned. They made a contract with me legally by confirming in writing the order was accepted (I have the evidence of this) and taking the money on the debit card when they took the funds. Then they cancelled the order stating the items were not then available and their computer system didnt update in time and then have kept hold of our money so fraudulently offered items for Sal and taking the funds but not returning them. The items are still available online some at the price offered to me in the first place so they could have honoured the order. DONT USE THEM EVER fraudulent use of their system . I AM FUMING THEY WONT LISTEN TO ME AND HAVE STOPPED ME COMMENTING ON THEIR FACEBOOK SITE IF THEY RUN OUT OF STOCK THATS OK BUT DONT TALE THE MONEY FOR STOCK THAT DOESNT EXIST HAVING MADE A CONTRACT WITH ME. THATS LEGALLY CALL FRAUD AVOID THEM AT ALL COSTS”

Helpful Report

Posted 3 years ago

“They keep cancelling my delivery, I am absolutely exhausted with being messed around.”

Helpful Report

Posted 3 years ago

“Two days unpaid from work had to take it to the management. Customer Service is appalling. Would never use again .”

Helpful Report

Posted 3 years ago

“Wish I had read the reviews before ordering!! Ordered a bed in the black Friday sale. Including matress and had delivery dates confirmed for two weeks later. Brilliant. In time for Christmas! Recieved the bed frame, duvet, bedding no issues (apart from being all separate deliveries which we had to book off work) and the mattress was due a few days later so we dismantled and disposed of our old bed and put up an air bed for the last couple of days. Checked delivery the day before to make sure there was a time slot. The mattress had been placed on back order until January. Now I ordered because it said in stock so I rang them and they were polite but absolutely useless!! There was nothing that could be done. I explained I didn't want to be sleeping on the floor for Christmas when it wasn't our fault! To add to the audacity they had next day delivery of mattresses on their website but as I had used black Friday discount this didn't apply to me. Even though they were the same!!! I asked to speak to a manager which they said they couldn't do and one would ring me within 48 hours (shocker they didn't) I just received a snotty email from the warehouse stating that they had a delay and that I would just have to wait it out. The customer service team also told me all mattresses are made to order and that's why there is a delay and another told me that they are a drop shipping company and don't actually have control of their stock I cancelled my order and ordered with amazon which came 3 days later and of excellent quality and when it said it would be Never ever use this useless company again”

Helpful Report

Posted 3 years ago

“We ordered a couch and matching chair. The couch came the chair didn’t and after many run around a from customer service were told that the chair wouldn’t be shipped because the shipping company wouldn’t ship anything that’s not on a pallet. We canceled the order returned the couch that they wouldn’t refund our money on only to have the chair arrive a week later. In the meantime we ordered a new set. So now we are stuck with a chair from the original set that they can’t find a shipping company to pick it up and therefore we can’t be refunded our money. We have a totally different set that came stained and defective and they won’t return it either. This has been a nightmare and on top of it all the customer service rep accused me of damaging the items so that I could get a refund. It’s unethical and hurtful. Dealing with them is impossible and we are out thousands.”

Helpful Report

Posted 3 years ago

“I ordered a fireplace for my wife back on November 1st for her birthday. Her parents gave her a gift card because she asked for it to buy the one fireplace on the site she liked. This was delayed and lost in ship four times. We just received today *12/31/20* that we will not get the fireplace now until May. When we called customer service and ultimately spoke to a senior supervisor, she did nothing to help us and had zero power to help. They refunded us in a gift card which is no longer relevant because they have no fireplaces in stock. When we asked for our money back they said no. When we asked for a credit more than we had since we have been fighting with them for two months and would not receive the fireplace until May (7 months later) they said no. The absolute worst customer experience I have every experienced without exaggeration.”

Helpful Report

Posted 3 years ago

“I'D SOONER TRUST A NIGERIAN PRINCE! I'd sooner trust a Nigerian Prince to deliver what they promised. You'll have an easier time buying furniture by putting your head in the fridge and slamming the door again and again, rather than by using this company. I bought a desk back on the 12th of December, delivery due on the 18th. It has been dispatched on time, however they put the wrong postal address on it - which I managed to identify on the day it was supposed to be delivered when (surprise surprise) it didn't show. I put the correct address into the order and Wayfair have had the right address all along - something I also confirmed on the day it should have been delivered. Since the 18th I have repeatedly called Wayfair (around 5 times now) about the problem, and each perfectly lovely customer service agent has 'raised it' but NOTHING HAS HAPPENED/CHANGED. My furniture is STILL HALF WAY ACROSS THE COUNTRY, where they are REPEATEDLY trying to deliver it to the wrong address. Additionally, no one seems willing to PICK UP THE PHONE and call the courier. I have contacted the delivery company myself and they can't do anything, they can't even label the package as having the wrong address on it, as I am not the sender (which I understand because a) GDPR and b) security). This is an absolute sham. I payed a lot of money for my desk, which I need before the New Year. I deliberately ordered it well in advance. This is utterly disgraceful service. Such a simple problem that's been identified a long time ago, BY ME, and they still can't do a single thing about it. The only reason this review gets 1 star is because a) I can't go any lower and b) the customer service desk really have been very kind about the whole thing - if apparently useless.”

Helpful Report

Posted 3 years ago

“I cancelled an order for a couch on Dec 15th. Delivery had been scheduled for December 17th. On Dec 28th I received an email saying it was out for delivery on January 5th. When I called customer service, the agent told me that it couldn’t be cancelled because it had shipped and that they took no responsibility for the return arrangements AND I would be charged a return fee. I told them I had two emails from December 15th saying they were sorry I didn’t like the item. They had ample time to process the order cancellation. Obviously, it had been sitting in their warehouse for two weeks. And then someone decided to ship it out without looking at paperwork. A frustrating and infuriating experience all around.”

Helpful Report

Posted 3 years ago

“Awful customer experience I ordered quite a few items from wayfair for over 1500$ Some items were good but some were not. Quality sucked and description didn’t match the real item. You can’t tell the quality till you receive the item. When I called them, they said I have to return at my Cost or use their shipping label and they will deduct the shipping cost. I called 3 different times and spoke to different people and they were all blunt. I asked for manager to call me each time but never got a call. They said that they normally ship free shipping so return is customers responsibility and if the item is not as per my expectation then it’s not a quality issue!! I actually found the same items on other online platforms like amazon abs Walmart at cheaper price and free returns! So why buy from Wayfair! I didn’t realize at first but they change the name of the collection so you can’t search other platforms easily for that snd end up paying a high price! But if you can search on the item type and color and description and Google search app, it shows a lot of options and get the best price and wayfair isn’t one of them!! So save your money and time and buy with reassurance by buying from the right places with a leave of mind.”

Helpful Report

Posted 3 years ago

“Never again! Order a new toilet a few weeks, cracked and broken when opened up. They sent a refund. Few days later i ordered several internal walnut doors.. All of them damaged, chipped or stained.. Unbelievable! Standards have completely dropped Wayfair!”

Helpful Report

Posted 3 years ago

“Wayfair had cancelled my order for the third time due to technical error processing orders .”

Helpful Report

Posted 3 years ago

“Bed was due to be delivered 8 Dec. No sign, no contact from company. Lots of chasing, still nothing. Today 15 Dec informed bed out of stock. Will never use this company again”

Helpful Report

Posted 3 years ago

“Terrible. Item never delievered. Still don’t know where my item is. Customer service also terrible. Would leave zero stars if possible.”

Helpful Report

Posted 3 years ago

“One star because 0 stars is not an option. I asked for a sofabed to be returned, this was due to happen on 28th November. Nothing happened. A few days later, when I was away from home on business, instead of picking up the sofabed, another was delivered. So I now have 2 sofabeds (4 bulky boxes in total) cluttering up my Mum's spare bedroom. Wayfair's tracking on their website shows that the items were picked up over a week ago. When challenged about this, they just seem to lie, blame everyone else stick their fingers in their ears and hope you go away. That is not going to happen”

Helpful Report

Posted 3 years ago

“First of al my account was closed in which I think was the bank that carried all of Wayfair's account payments.???? Secondly I had a balance of only $125.00. I applied for their credit card and was denied???? I took out a loan and paid all of my bills! They now have the guts enough to say I owe $3.28???? I will never ever shop Wayfair again and I will continue to write negative reviews until I receive an explanation, apology and credit for the $3.28?? Sincerely, Mariane Kidman Salt Lake City Ph. 801-792-2324”

Helpful Report

Posted 3 years ago

“ordered a rug with delivery date of 8 December - looked at tracking and 'no date scheduled' emailed customer service asking for a date of delivery someone did come back to me saying they would look into it - another email arrived saying I was refunded - that's it! no explanation for it...will think twice about ordering again for sure”

Helpful Report

Posted 3 years ago

“I would suggest you be very careful when ordering from this company. They have absolutely no level of customer service and management are worse. They have a no compensation policy so regardless of how much they mess you around they simply state they will not compensate you and expect you to just accept their poor service. It is important to be aware of this and spread the word about their approach because many people online are being treated terribly by them. It is better off to purchase from a company that actually has appropriate customer service and does not simply overlook their constant failures arrogantly. Also, returning products is very difficult and their delivery is always delayed and when ‘lost’ they have no idea and just keep you waiting. There are many alternatives that actually provide appropriate service and compensate for their mistakes - be careful!”

Helpful Report

Posted 3 years ago

Wayfair is rated 1.5 based on 2,238 reviews