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

“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

“Bought a chiminea in september- found a huge crack in it. Thought that ordering a replacement part was suprising easy and staff polite- however after waiting a month for a replacement they sent entirely the wrong part ( despite having been sent clear pictures) Then I've emailed twice and am waiting a further month for the right part to arrive. I have been told twice that I cannot get a full refund depsite the product being rubbish and unuseable.”

Helpful Report

Posted 3 years ago

“Most unfortunately product arrived in a badly damaged display box (with nil additional protection)! UPS we're very apologetic however root cause was Wayfair insufficient packaging. Will not be purchasing from Wayfair again. Very disappointed.”

Helpful Report

Posted 3 years ago

“They refuse to cancel an item even if you cancel within 24 hours and the item has not even been shipped. They make you pay for return shipping.”

Helpful Report

Posted 3 years ago

“Received an email to say my sofa was being delivered. It didn’t turn up on the day specified or the day after. When I called to find out what was going on I was told that my sofa had been “lost in transit”. How can you lose a sofa?? They ordered me another one and then sent me a message to say it was out of stock. Total incompetence.”

Helpful Report

Posted 3 years ago

“They sent an incomplete item. I now have to wait 14 days for a new part to come (inc. working days only!). Unhelpful customer service. Zero regard for a customer”

Helpful Report

Posted 3 years ago

“Total incompetence. In the last week of September 2020 I place a simple order for just a single Mattress. and I opted to pay monthly The 1st went out straight away. I received an email that gave an expected delivery date of the 5th of November, together with a tracking number. Close the ETA I checked the 'Tracking' The message simply said "Unable to find the item" I tried several times over the following days, still nothing. The Delivery date came and went. I contacted Wayfair to find where my item was. They said they would 'investigate and get back to me. A few days later I received an email to say 'it had been lost at their Warehouse & they would send another one. They also said it would be tracked this time. I then received another email to say the del'date was on the 5th of November! Again I tried to check the tracking and again 'cannot find this item' I contacted again and was told that the company doing the delivery did not use tracking?? Well the 5th of December came and went and no great surprise...No Mattress!.. Again I contacted them and was told the Mattress was delivered to me on the 1st of November. I told them that no mattress had arrived and that I was in all day and no one came. They proceeded to tell me that it was tracked and I had signed for it. I challenged this and asked for a copy of the delivery sheet. They told me it was signed by a Mr Richardson... I am not Mr Richardson. I told them the tracking number I had did not work. I then asked them to send me the driver's route that day and a copy of the delivery sheet, as it would be easy to match the sheet and his route and other deliveries. I was then told they would have to investigate again. I then received another email to say 'they had investigated and that they were very sorry and that they would arrange for the mattress to be sent again. wow so kind of them. The new delivery date....2nd week in Feb 2021!! So at this stage, they had taken my monthly payments and I had nothing. I asked for a full refund and a day later I had an email to say they had refunded me. I checked in my bank, and ... no money refunded. The battle will go on. As for anyone thinking of using Wayfair should stay far far away.”

Helpful Report

Posted 3 years ago

“I wish I'd read these reviews before ordering from Wayfair. Appalling customer service. Awful company. They employ a sub-standard delivery company to deliver heavy furniture to the doorstep, i.e. the street and advise me to ask someone help me to move it into the house. Totally unconcerned, they do not seem to understand that it would be better to hire a delivery company that will actually deliver the furniture, before they take your money. I shall not order anything from this company again.”

Helpful Report

Posted 3 years ago

“To cut a long story short . Had a piece of furniture delivered that I hadn't ordered worth a substantial amount . I notified wayfair who arranged uplift . Two days of lost earnings and hanging about . Not so much as a goodwill gesture. Ask for it to be escalated was passed to American counterparts. Disgusted at how they treat their customers . No respect .”

Helpful Report

Posted 3 years ago

“Bought 2 recliner chairs but because I live above a shop in a maisonette the delivery drivers refuse to deliver up the steps phoned Wayfair they said it says on the email we sent you doorstep delivery only I said convenient that they take your money then tell you about the delivery they don't make it clear before you purchase and they use the worst delivery company ever xdp yet I bought a bed from Wayfair a few months ago and the driver had no problem bringing that up the steps”

Helpful Report

Posted 3 years ago

“I bought a matress, everything seemed alright till the item arrived. The description of an item doesn't match. The mattress isn't flippable, two sides looks differently, and it doesn't come in the box as stated. actual size matress was delivered. Now I am not really sure about the rest of the description. One of their delivery company isn't reliable either. The delivery was expected on Friday, then it was changed to Tuesday and that was the only delivery slot that week, not convenient because I was updated just a day before when I couldn't already change my schedule, otherwise I should have been waiting another week. Finally, delivery guys left the mattress next to the flat's door in the hall.”

Helpful Report

Posted 3 years ago

“I ordered and paid for a sofa in good time in order to receive it before Xmas. It was due to be delivered in 2 days time and I’ve just received an email telling me it is now discontinued. I cannot now invite my kids over for Xmas as there’s nothing for them to sit on. Appalling service from Wayfair and I’ve learnt a valuable lesson. Never to order from Wayfair again.”

Helpful Report

Posted 3 years ago

“Terrible company to deal with totally incompetent they don’t appear to know what the stock levels are within their own business. We selected an artificial Christmas tree from the Wayfair web site then proceeded to phone Wayfair customer services to check that both the item was definitely available plus the delivery time . The customer services advisor first confirmed that there was 5 available for immediate delivery and gave a delivery date for 15th December with this information I both ordered and paid for the item . On the basis that we also received a confirmation e Mail of our order and delivery we disposed of our old artificial tree in light that we had a new tree coming in time for Christmas . Two days on I receive an e Mail from Wayfair stating that our order had been cancelled as the item was discontinued and that our money would be refunded up to 5 working days . I am really annoyed we would not have disposed our old tree had we not been given false information we are now scrabbling around on the web to get a replacement plus we have to pull out more money while awaiting a refund . I am reading reviews of Wayfair below and this is not the first time this has happened it just goes to show they are totally and utterly incompetent they don’t know what is going on within their own business. Would definitely advise not to trust this company .”

Helpful Report

Posted 3 years ago

Wayfair is rated 1.5 based on 2,252 reviews