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

“My first order was for a dressing table which came with a damaged drawer. The replacement drawer was also damaged. The next replacement drawer was acceptable, but again I had to wait in for the courier to deliver. My next order was for 2 clocks, a tablecloth and napkins. The clocks didn't arrive in August, September, October, November or December and I am now told to wait until next year. I really like the clocks and hope they will come eventually, especially as I paid for them months ago, but somehow I doubt they will ever arrive. The policy seems to be to make use of the customers' money but not actually supply any goods. I can't see a time when I would trust them with any more of my money!!”

Helpful Report

Posted 3 years ago

“I placed 3 orders in the span of 4 days. I was given a delivery date approximately a week out for each one. Days later the status was still “preparing for shipment” yet the estimated delivery date hadn’t changed. A couple days prior to scheduled arrival, I received an email stating the order was cancelled because it was out of stock. This happened with all 3 orders. Oddly, the items didn’t display “out of stock” on their website for another day or two after this notification (I even received a “buy this before it’s gone” message on one of the items after I was notified it was out of stock). Apparently they take orders for at least several days on out of stock items. Given this gross mismanagement, I wonder how they remain in business. I’d rate them negative stars if I could.”

Helpful Report

Posted 3 years ago

“////// BEWARE /////// We ordered a sofa on the 15 Sept which was FINALLY delivered on the 15th Nov and after waiting for 2 months it was the wrong colour... Brown instend of beige.... I Reordered a replacement on the same day 15th Nov and still waiting for it, on the same day of reordering, I requested to cancel the order as delivery was saying Christmas eve, and I found another sofa on there web in the outlet part which was available within a few days... We ordered this on our credit card and was assured that the replacement sofa would be canceled and our card refunded.... Still trying to CANCEL and no luck so far even though its showing its on BACK ORDER until the 12 Jan.... I feel they are doing everything they can so it can't be canceled.... No one can call the warehouse in poland, all they can do is send emails to request the order to canceled.... I've spent as much time and energy on this and NO ONE at the company can help and get this CANCELLED... They are saying I have to wait for it to be delivered and then refuse the delivery..... REALLY, its beyond me.... BEWARE.... There must be so many UNHAPPY customers out there, If they run there company like this....”

Helpful Report

Posted 3 years ago

“I have finaly received missing Hardware Packs at the 5th. attempt for 2 Wayfair Bed Frames. And subsequently I successfully managed to complete the construct of metal frames. Hence no more sleeping on the new mattress directly on the floor. Whilst I am delighted to receive the missing parts at long last after numerous emails & chats I am greatly disappointed you are not compensating me for the hassle and inconvenience this as caused me over the last month.”

Helpful Report

Posted 3 years ago

“I placed an order on November 25 that was due to arrive December 11. I was checking quite frequently. Then two days ago the item shifted to being backordered and my new expected delivery date is October... of next year! This is an unacceptable delay but all their customer service centre says is "you can cancel if you want". On their site it says this item will be back in stock by the end of this month, so someone is lying somewhere.”

Helpful Report

Posted 3 years ago

“Wayfair appears to offer a lot of wonderful products, furniture, and accessories, but the last two orders I have made, the items weren't actually available. I made an order on Nov. 14, and once I made the order, I wasn't notified via email but saw in my order status that the item was suddenly on "backorder." Then, I found the same item offered at an $90 savings, so, I tried to cancel the item I ordered, but was notified I couldn't because it had shipped...but actually it hadn't shipped. It's December 3 and Wayfair shows item is pending shipment, and the UPS tracking number I was given says item has never been received by UPS. Wayfair has since pulled down that tracking number. Wayfair's customer service says the item has been loaded on a palette for shipping but no further updates after nearly three weeks. The original estimated delivery date when I placed the order was November 24. This situation is frustrating.”

Helpful Report

Posted 3 years ago

“Delivery company that they use is unreliable, liars and reviewed as a bad courier service. 2 days in a row no delivery despite text slots. No an hr later from last time slot no delivery. Customer services refuse to put you through to manager like they are gonna get a reward for not forwarding calls. Now i have requested a refund due to the last order of replacement bed parts 3 months later have not been received 3months later missing slats”

Helpful Report

Posted 3 years ago

“Delivery is a disaster now 2 months for a lamp shade and waiting. Original 3 weeks delivery was not dispatched and now promised for Dec 22 no confidence in this company and would not deal with them again. It is said that trust like the soul never returns once it is gone”

Helpful Report

Posted 3 years ago

“We bought a tv stand described as having a high gloss design, only the doors are gloss, misleading representation. Poor quality screws heads with grooves not deep and too wide for pozidriv screwdrivers, we have quite a selection. A back which was cut so neat I had difficulty putting tacks in to hold it in place and not have them coming through onto the outside surface. Slight marks on wood and it had so much dust on it as if stored for a long period, little pieces of wood coating coming off as we assembled. If you think Ikea instruction are like hieroglyphics, these are worse. Mistakes on where to place screws, incomprehensible drawings, etc. Only good thing was all the fittings were correct. Really think the quality and manufacturer are of a very very poor quality. First and last time buying from them.”

Helpful Report

Posted 3 years ago

“I was advised that my order had been cancelled on my expected delivery day. Reason given- unexpected glitch in system. Item came back in to stock so I re ordered. Then, on the 2nd delivery due date I was emailed again and advised due to a glitch my order was cancelled. item is now increased in price and out of stock. I went onto live chat to find out what had happened and the 'advisor' (I use the job title loosely) simply replied with "no idea". Terrible customer service. Obviously happy to take money with no stock control and then cancelling after. horrible company. avoid.”

Helpful Report

Posted 3 years ago

“I purchased door canopy awning shelter on Tuesday was showing delivery next day !!?? So exited 😆 as i drilled the holes 🕳 make everything ready as was for my mum's....never show any delivery!!?? Then Monday following week i was very curious 🤔 where is my parcel as on the tracking showing is on the way!!! Then i email 📧 the customer service as was very assuring i will received next day !! As today's received refund without any explanation!! I called the customer service 😑 they said is out of stock I'm fuming 😤 as waited 1 week for the order and made efforts drilling holes now no product no delivery.... I'm very surprised why people write ✍ reviews to express their feelings so is bellow 0* and never again deal with wayfair for the rest of my long life ....very disappointed 😞”

Helpful Report

Posted 3 years ago

“Ordered a sectional couch on 10/30, Wayfair advised it would ship by 11/19, and billed for it immediately. It’s 2 weeks later and the thing hasn’t even shipped! On their website it says backordered. When I email customer service I get a canned response. Terrible customer service!”

Helpful Report

Posted 3 years ago

“Hi I ordered a pendant light and 'recommended' bulbs ( suggested at check out) on arrival it was incorrect and it needed returning. Wayfair charged me £12.49 for returning the incorrect 2 sets of bulbs ! such a rip off”

Helpful Report

Posted 3 years ago

“By the looks of these complaints, they need to FIRE their customer service manager and change some policies to build a better reputation in customer service. I had a horrible experience, very unfair and totally pro company and con customer. If I could give 0 star rating I would.”

Helpful Report

Posted 4 years ago

“I placed a very simple order- 2 beige throws. The Hermes delivery man placed the package outside my house, no attempt to knock. The throws were grey! Customer services ( after two calls) agreed to replace with beige throws as ordered and contacted their warehouse to investigate error. I stressed the throws must be beige. What a nice surprise- replacement throws were grey. Much time wasted, can’t find anyone senior to complain to, customer services block complaints”

Helpful Report

Posted 4 years ago

“Bought 2 x bedside tables Where very poor quality holes not correct depth. Fastening protruding out up to 4mm.one when tightened up went through to other side. 2 weeks to get replacement parts. Would not recommend.”

Helpful Report

Posted 4 years ago

“Couch was delivered with a rip no legs and wooden packaging still nailed to bottom delivery guys were rude and left all the packing on it . Couch is 94 in long I wanted a love seat. I live in senior housing and it’s too big at my wits end being elderly u want it out of my apt never again. And still waiting for tv stand and they are sending some guy to my apt to put it together Taking advantage of an elderly woman Lesson learned”

Helpful Report

Posted 4 years ago

“Wayfair customer service is unfair and quite poor . Stock levels are not accurate as they often cancel items after order being placed and payment made .”

Helpful Report

Posted 4 years ago

“Googled an item available at Wayfair.co.uk clicked on the site created an account placed the order tried to pay using Paypal but the order did not go through. The apparent reason being I that even though I ordered through the UK site somehow [don't ask] it became a .com order and so could not be delivered to the UK. Received a prompt reply telling me to use the UK site so tried again several times but still no joy. Emailed again showing a png image to prove I was on the uk site but again still no joy. In other words they were not helpful at all. I use Amazon on a regular basis so will seek the item there and not use Wayfair again.”

Helpful Report

Posted 4 years ago

“Ordered a wardrobe, waited over a month to be told that it hasn't even been dispatched. Received the items but the box was damaged. All the items inside each box was damaged. They clearly do not know how to package the items because it wasn't packed correctly. In a honestly they have more money than sense. The warehouse people don't have any clue on how to maintain items. Yes, they sell lovely items but waiting 4 years for simple wardrobe isn't worth it. They have no customer service experience. When I called to tell them that it was damaged not once did they apologise (spoke to Connor). So, good luck. He did say they would be able to swap it but it won't come until 6 Jan ha ha ha. I would stay away from this company.”

Helpful Report

Posted 4 years ago

Wayfair is rated 1.5 based on 2,252 reviews