Wayfair Reviews

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

1.5 Rating 2,241 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,241 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

“I have given a 1 star rating only because zero stars wasnt an option. Ordered 2 sideboards that were on a 2 day delivery, immediately after placing the order I got an email saying the items were delayed and would take 2 weeks. Now 2 weeks on and on the day that they should be delivered I have another email to say they have been delayed a further 2 weeks. Communication is terrible with no option on the website for live chat and no email address for complaints. I bought them to furnish a new utility room that I have done, Since ordering them I have converted the garage into a utility and they still havent arrived!! Very very disappointed and needless to say I WILL NOT be using Wayfair again!”

Helpful Report

Posted 4 years ago

“Area rug purchased online and received shipping confirmation the 2 days later received email that they canceled my item. They stated they posted wrong amount for item, stated all good on their end! We never stated out of stock or unavailable, horrible customer service!”

Helpful Report

Posted 4 years ago

“I bought a bed from Wayfair and got an email with the date of delivery. The date came and passed, but I did not get an email to say why I had not received my bed. I sent an email only to be told that my bed has been misplaced and an investigation will commence and once or if the bed is located then they will let me know when it will be delivered but if not located they will decide whether to reimburse or replace. So while they are investigating, I have to wait for the bed they misplaced. In the meantime, they sent a voucher 10% off for my next purchase(what a joke). Do they actually think I will be buying anything again, I don’t think so. I used to hear people brag about Wayfair but I personally think it’s overrated. So disappointing.”

Helpful Report

Posted 4 years ago

“This company is a nightmare when you want to cancel or return an item I am going to the ombudsman with my complaint as I cannot get it resolved with this unprofessional company Why are they still trading !!!! Do not buy anything from this company I would rate no stars”

Helpful Report

Posted 4 years ago

“Bought a table and chairs 31/12/19 delivered 6/1/20 damaged been waiting in last two days waiting for replacement 9/10 Jan 20 as told was to be delivered by the ridiculous Hermes so called courier service nothing been looking at four chairs now for nearly a week AVIOD”

Helpful Report

Posted 4 years ago

“I have purchased many things from Wayfair, spent a lot of money, customer services in the past have been okay, but recently very disappointed with customer service, I placed an item in my basket, when I went to check out, the price increased, customer service would not reduce it back to the price I placed in my basket, so I was not impressed with them today, the lady I spoke to was unprofessional, saying that prices can fluctuate from one minute to the next, when I asked to speak to a manager she said they don't work on weekends, and was very reluctant to put a request through for a manager to call me back, very rude.”

Helpful Report

Posted 4 years ago

“I ordered a trunk coffee table. This has now been ready for dispatch for 3 days and still not received it. When we looked up the review on the delivery company there rating is 1 . How can Wayfair use such an appalling company. I thought you had pride on your customer service but clearly not. I will never purchase from you again.”

Helpful Report

Posted 4 years ago

“Apparently I am only able to return an item to then using their own courier at a minimum cost of £4.99. I asked them for their return address so I can use my own return method (full insured) and they say I am not allowed to?? It does not state this anywhere in their website terms and conditions. I suspect they are getting commissions from my Hermes as I can return it at least £3 cheaper myself. I won’t be buying off this company again.”

Helpful Report

Posted 4 years ago

“Flimsy naff materials and way overpriced for what it is.”

Helpful Report

Posted 4 years ago

“Ordered 8 dinning chairs but only 4 arrived. Wayfair are more concerned about keeping the delivery partner happy than sending us 4 more chairs that we have paid for.”

Helpful Report

Posted 4 years ago

“I ordered a recliner chair and checked the delivery and it stated the 7th so took the day off work and it wasn’t delivered. Tried to call the delivery agent but their phone line wasn’t working so called Wayfair and they were no help, apologised and said wait till 11:00 on the 8th to see if it was coming. Checked the site and it said I’d been messaged, which I hadn’t it eventually turned up at 5:00, the guy was manic as he was new his van was badly loaded and he had trouble retrieving my box and other boxes in the van were busted open. There’s nothing wrong with my chair but with this kind of service I will not be using them again.”

Helpful Report

Posted 4 years ago

“Ordered a bunk bed for my 2 daughters, 17 slat holes on top and bottom, only 13 slats arrived for both top and bottom. The 4 slats which are missing off both top and bottom are actually screw ones which are meant to make the bed more sturdy. Rubbish”

Helpful Report

Posted 4 years ago

“What an absolutely rubbish website I was trying to look at wardrobe sections for a built in wardrobe. It kept asking me for email address to access special orders, if I didn't fill it in it left the part I wanted to be in and if I filled it in a few seconds later it appeared again so I couldn't browse the area I wanted. How does Wayfair get any sales? I tried to go to contact but it would appear you could only phone and I don't want to be left just hanging on for ages.”

Helpful Report

Posted 4 years ago

“Bad service...never again!”

Helpful Report

Posted 4 years ago

“Ordered Mirror 6th Dec 2019 as a Christmas present, it still hasn't arrived. Apparently it is being shipped and due end of Jan, they didn't tell me that when I ordered it & declared 2 mirrors were in stock. Tried cancelling the order and retrieving a refund but Wayfair are refusing. Apparently I have to wait for the item to arrive, possibly end of Jan, but who knows, refuse delivery or return and then claim the refund. Such a medieval process. Email responses are badly written and don't tackle the problem, just a generated response and keep telling me the mirror has been shipped, which it hasn't. So you pay money up front for an item that may or may not arrive, bonkers ! Won't be using ever again. Avoid at all costs, massive con”

Helpful Report

Posted 4 years ago

“Would give no stars if I could. Received cushion covers today - the seem has a 6cm split, but I find Wayfair will refund purchase price less return postage costs! Why should I have to pay the cost of returning a faulty, poor quality product not fit for purpose? Can’t be bothered- going in the bin!”

Helpful Report

Posted 4 years ago

“I placed an online order with Wayfair on a Friday evening. Within the hour I had changed my mind and submitted a cancellation request. The next Sunday (not a business day when they were open) I received an email saying that my order could not be cancelled because it was being custom made (?) but I was welcome to return it at my own shipping expense. I called the next day and was told that it was considered “custom” because I had the ability to select from one of three pre-made sizes? I was also told that the size I had ordered was out of stock and so maybe could still be cancelled, and the representative put me on hold to contact the distributor. She came back to say that the company’s phone lines were down, which probably meant their internet was down - which meant that Wayfair would have to wait to hear from them and perhaps they wouldn’t have shipped the order at that point. I told her that something seemed off about any company not having functional lines of communication. She told me that Amazon had a seller whose communications went down recently. I asked her which one and she said she didn’t know. When I asked again she proceeded to let me know she was checking her personal email - because she was referring to an item she had ordered for personal use, which she identified as a “charger or something.” She identified the seller for the item I ordered/cancelled as Westford Homes, which was not identified with the item online on Wayfair’s site and which turns up no immediate record in a web search. Also apparently they ship via FedEx but no method of shipping was identified when I ordered. This may have been in part because their website froze while my transaction was processing and I never got a confirmation screen. I was told via phone that the order could still be cancelled if the distributor got the notification in time - even though after sending a timely request, I was already told that such a cancellation was impossible for an apparently out of stock item. I was told that in another 24 hours I would receive a second email verdict when they hear from the company, but they are not sure if that will happen since phone/email is down. This is a to be continued situation, but everything about the way this company conducts itself feels unprofessional. I wish I had read other online reviews before ever engaging with this business and its questionable practices.”

Helpful Report

Posted 4 years ago

“First and LAST time I will use this company!!!!!! Ordered t.v. unit on the 6th December with a 2 day delivery date....3 days later they emailed to schedule delivery to 23rd December, I called them to say I wasn't happy they told me the order had left warehouse in Italy, 2 calls later (pathetic customer service) I have an email to say delivery 9th January. I have just tracked my order today 6th January to see the distribution company still awaiting stock. Very misleading company regarding delivery dates online. Now I could have ordered a unit in the January sales and had it here by now from a reputable company but they still have my money a full 4 weeks later with no unit. I am absolutely disgusted with this company, they will be hearing from me today...again!!!”

Helpful Report

Posted 4 years ago

“Absolutely terrible service which resulted in a cancelled order. Will never use again. Ordered a Sofa in November from Wayfair rather than waiting around to find one I liked second hand due to what I thought would be ease and speed. Delivery was booked in for over a week later on Saturday 7th December. I got a confirmation text the day before on the 6th to say it would be delivered - all good. I then got a text on the day to say the driver was running 150 minutes behind - ok, these things happen, so I continued to wait in all day.... I then got a further text saying it "has not reached the depot in time for delivery. We'll call to rebook". Extremely annoying as I'd set the day aside and waited in all day! I called Wayfair on the Monday who apologised, and they said they would investigate and chase up with the delivery company. I gave them a date which I could do a few days later to pass on to them. I then waited a week with no further contact from them and this date passed........ As a week had gone by and they hadn't "called to rebook" as stated. I called again and said it will now have to be first week of January delivery as I was away with family for Christmas and work full time (was now mid-December) to be told that they only hold things for 5 days!! Obviously, they had already had the item more than 5 days and was 100% their fault they had it - I'd been trying to get it delivered! I was assured on the phone by Wayfair they would book it in for Saturday 4th January and any issues would give me a call. Christmas came and went with no contact (running theme here...) and I had no confirmation text the day before. Therefore on the morning of 4th, which again I'd set aside to wait in for the delivery I called Wayfair. I was then told the sofa I had ordered in November (when a considerable amount of money left my bank account!) had been sent back to the Wayfair warehouse as they were unable to hold it!!!!! To rub salt in the wound I was then informed the next available date to fulfil the order would be end of January. In summary I have been totally messed around by Wayfair with no contact and who left me with little choice but to cancel the order and as a result I am a couple of months into living in my new flat and I am still without a sofa all thanks to Wayfair and I am now having to go elsewhere. When I requested a refund, they actually had the audacity to ask if I wanted that as store credit. From my experience I must advice all others to go elsewhere.”

Helpful Report

Posted 4 years ago

“Delivery not honoured on the day it was due Turns out they do not carry stock and has to be collected from other supplier Poor - will never use again”

Helpful Report

Posted 4 years ago

Wayfair is rated 1.5 based on 2,241 reviews