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

“Very disappointed with Wayfair. On 1 Sept. I ordered a conservatory furniture set, with a delivery date of 29 Sept. I was then emailed that delivery had been put back to Tues 6 Oct. Okay not a problem. On Sunday morning I arranged for my existing furniture to be removed in preparation for Tuesday's delivery. Sunday lunchtime I received an email from Wayfair putting back the delivery date to 10th November. We now face over a month with no furniture. We use the conservatory daily, especially as we can't get out and about so much due to Covid, so this is a real loss. First customer service rep suggested I try locating another set of furniture and Wayfair would check it was actually available. Located another set of furniture but on speaking to customer service rep no. 2 was given the standard delivery date of 11th November, no check to confirm it was actually in stock and refused any opportunity of an earlier delivery. As a loyal Wayfair customer, I'm very disappointed that they couldn't offer any assistance or gesture of goodwill in view of their wrongly advertised initial delivery date, and subsequently failing to give me reasonable notice of the long delivery date”

Helpful Report

Posted 4 years ago

“Marked as on stock on website, delivery within 3 days. Changed to within 2 months for no apparent reason.”

Helpful Report

Posted 4 years ago

“Ordered recliner Aug 9th was charged fully and told it was shipped Aug 18th...Now Oct 3rd and still no recliner and information on delivery non existent Done with Wayfair and maybe the parent co. Walmart also”

Helpful Report

Posted 4 years ago

“Ordered a sofa at the end of August, was told it would be backordered until mid October due to Covid. Fine. We all get it-there's delays. Then I get an email saying there was a delay and would be mid-November. Ok. Not happy but trying to be tolerant. I spoke to a customer service agent, who reassured me the item was in stock and was ordered-would be here in November but "probably before" because they "estimate towards the high side". Fine. Now, on a total whim, checked my Wayfair account and see the couch is backordered until mid December. No email, no alert, no updated information sent to me. Over 4 months and counting to receive an item. Cancelled. I know Covid has messed up our economy but other companies have got it together-you should figure it out as well.”

Helpful Report

Posted 4 years ago

“I returned a couple of items on the 14/09/20 and have proof that they were picked up by UPS. However, to date Wayfair have not refunded my money, despite numerous call to them and email confirmation to say the refund has been authorised.”

Helpful Report

Posted 4 years ago

“Was told item in stock. It was not. When item arrived, it was damaged and missing parts. Terrible customer service. Stay away!”

Wayfair 1 star review on 1st October 2020

Helpful Report

Posted 4 years ago

“This company cannot be trusted. After returning an item due to size issues I have been waiting for over a month for the refund. I have been told 3 times it was processed and will reach my account in 3 days - total lies! Over the space of 4 weeks I've been continually lied to. Do not trust them.”

Helpful Report

Posted 4 years ago

“Waited over 3 months for sofa delivery. No show on delivery day. Have to email them 3 times to be told some problem and can’t deliver for another 4 months this time (would be 7 months on total and will be after Christmas”

Helpful Report

Posted 4 years ago

“What a s**t show I do not often write reviews, but when I do, it has to be epic. I ordered a white desk. - it was delivered in 2 packages, about 4 out of 10 pieces were damaged from the corners. - a replacement was ordered via online chat and the first packages were picked up. - I try to track my parcel on the day it was meant to be delivered, only to find out 1 of 2 packages "has been successfully delivered and signed for" in a wrong address. even a picture is taken as evidence but it's not our house, nor our neighbors, a pin on a map shows it's a mile off. DPD confirms they have been given "the right postcode but wrong address" but refuse to give the the address? - Called customer service and they managed to divert package 2 of 2 to the correct address because I realised that, too, was going to a wrong address. They promised I will be contacted about the first one by next day 5pm. - I hear nothing of them next day, not surprised. I went for a walk and based on the DPD's pin on a map I found the first half of the desk in someone's hallway, a nice gentleman opened the doors for me and I took it home with a TAXI - I was happy to have taken matters into my own hands and was going to start finally assembling the desk, opened the second parcel only to find out that it is the WRONG COLOUR (oak) - called customer service and they informed me that they have indeed not actioned my previous query?! and once I told them about me finding the parcel, taking it home, and it not being the right color, they said that the correct color, white, is NOW OUT OF STOCK and ETA is November?! What a waste of time and energy. I chose refund but am still worse of because of the taxi trip. And I was not even offered a compensation. You think I will ever be ordering again?? I'd advise all others against it too.”

Helpful Report

Posted 4 years ago

“on martha stuart shop saw bath acc. advertised for 19.99 reg 24.99 saying at way fair. went to order it and was switched to wayfair at 24.99. BAIT AND SWITCHED. called way fair to order but they would not honor price. last time i will purchase from wayfair”

Helpful Report

Posted 4 years ago

“This people are thieves, took my money from my account n provided low quality thing.. be careful what you see is not what u get. Best ordering from ikea”

Helpful Report

Posted 4 years ago

“Atrocious experience with Wayfair. Their customer service team is an embarrassment to their company. Tried recommending a friend. Wayfair’s own terms and conditions were unknown by their staff. It took me 3 weeks to get my £10 voucher that I was owed according to their own incentive. Had to initiate all correspondence, received no updates, repeatedly had to explain their own policy including having to actually quote it from the website. After the experience I would not recommend Wayfair to anyone, instead suggest people do not use them. Go elsewhere.”

Helpful Report

Posted 4 years ago

“Terrible service, the delivery never came and was sent back to the sender with no explanation available. The customer service line's only service is to apologise to customers for their missing items. The team can offer no actual support.”

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Posted 4 years ago

“I purchased an item and less than 12 hours later the price reduced. Rather than return the first one and reordering at the lower price (which would cost both myself and the company time and money), I requested a refund for the difference in prices. They refused on the basis that they do not price match. Customer service is very poor.”

Helpful Report

Posted 4 years ago

“Wayfair sells items that they don't have in-stock only to state it is back ordered month after month. Waiting on the slow boat from China. I gave up and canceled my order and made she shed window shutters myself. My main issue is the customer service representatives when you call. They only have canned answers and promising delivery dates that are not met. Best price does not mean best service. Sick of companies blaming pour service on virus.”

Helpful Report

Posted 4 years ago

“Furniture is cheap quality and customer service is very poor. I will not order from this company again.”

Helpful Report

Posted 4 years ago

“Shocking level of service. I ordered a Haynes Cream Rug on the 3rd Sept. As of the 23rd Sept it has still not arrived. Three times I have been told it is available for collection and have gone to collect the rug from the DHL parcel shop to find it is not there. Their customer service department is nice and polite but don't action a solution. I was told on the 21st Sept my order would be cancelled and I would receive an email confirming within 24 hours. No email came so today 23rd Sept I checked the order status and now they are saying it was delivered on the 22nd needless to say I went to the parcel shop and it had not been delivered. They now will not cancel the order or refund me as the DHL computer says it has been delivered and they need to investigate. I have been told I will be contacted once they sort out their supply chain issues. In the meantime They keep my money and I am without a rug. The level of ineptitude is mind boggling. Beware beware beware”

Helpful Report

Posted 4 years ago

“Poor Customer service and delays in shipments! had ordered a sofa which was estimated to be delivered in 10 weeks and they send me a notice on the 10th week that its going to be delayed by another 4 -5 weeks and they DO NOT tell you the exact status of your order even after repeated calls to customer service.”

Helpful Report

Posted 4 years ago

“Delivery was terrible still waiting! Received a piece of my table no legs and customer service does nothing but shell out more dates for replacement pieces that never happen! Terrible service all around . They took my funds instantly but still haven’t received my product in full. Worst experience of my life! Never will I buy from them again!”

Helpful Report

Posted 4 years ago

“Delays on every order. Ordered a bed that was delayed month on month so cancelled then waited 4 weeks for the mattress complain was told it would be with me on a set date. Today had an email saying it’s been delayed another month. Just cancelled it. What a joke. They take your money though even thought there is no product to actually send you! Never use Wayfair”

Helpful Report

Posted 4 years ago

Wayfair is rated 1.5 based on 2,238 reviews