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

“Deplorable and deceptive company. Didn't deliver what I paid for, waiting for ages for the missing part, not willing to assist and resolve the issue on their side to the customer's satisfaction. It's their policy, as I've been told. Now I understand, if there is a lack of transparency, then they need to be covered, so the customer can only "play by their rules".”

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Posted 4 years ago

“Was doubtful about using Wayfair and sadly was proved correct! Excruciating experience from start to finish. Abysmal communication, delays, terrible delivery service and excuses. Ordered another large item from Argos who kept me updated the whole time. Great comms and delivery. Faultless. Would never use Wayfair again nor would I recommend them to anyone else either.”

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Posted 4 years ago

“I ordered an item on 13th August 2020. It is now 24th October 2020 No delivery. Why buy from people who cant deliver???”

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Posted 4 years ago

“Wayfair processed a refund to a bank account that was closed. The bank returned the money to Wayfair but Wayfair refused to see this as an unprocessed refund. Still waiting on money 6 weeks on 8 weeks, and a load of phone calls and emails, on I've finally managed to get their finance team to look into this using the reference number they originally supplied. Surprise surprise, they had the money in their accounts all the time. I had multiple denials that this was the case and no one could possibly believe that they could have made an internal mistake, they were happier saying that the Co-Op bank had got it wrong instead... The icing on the cake was that no one even bothered to get in touch and tell me this. I had to call them to complain again to be told by their offshore call handler that a manual refund had been approved. No apology, no compensation, just a nasty taste in my mouth. Do not buy from Wayfair. Their products are cheap and nasty just like their customer service efforts.”

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Posted 4 years ago

“Placed an order for a breastfeeding chair for my wife, ended up finding the same item that we can get sooner and for cheaper so I put in a cancellation request 12 hrs after placing the order and was told that I would receive a cancellation email within 24 hrs. I never ended up getting the email so I did those steps again just to make sure it went through. Ended up receiving the item and after calling customer service they told me that they never received the cancellation request and require I pay $50 for return shipping costs... Total scam! do not use their service. Find the same item for cheaper and with better customer service elsewhere!”

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Posted 4 years ago

“I purchased a bathroom vanity from Wayfair on September 21, 2120 for the advertised price of $1,217.00. It was supposed to arrive by October 2nd. It did not. On October 7th I saw Wayfair was advertising the same vanity for $869.00- a $348.00 reduction. I emailed Wayfair customer support and asked them if they would match the new price particularly since I had not even received my vanity- not to mention it was already a week late for delivery. I was told that Wayfair would not match the price not matter what. I asked to converse with a supervisor and was told I would hear from someone in a few days. I am still waiting... I was ripped off. Although I have bought thousands of dollars of furniture from Wayfair in the past, I will never shop or buy from Wayfair again in light of how I was screwed over by this company.”

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Posted 4 years ago

“**DO NOT PURCHASE THIS ITEM** All, do not buy this console table, it has been misadvertised on their website to have rose gold legs... it doesn't, they're silver: https://www.wayfair.co.uk/furniture/pdp/canora-grey-aguilera-console-table-ccop5776.html I have asked Wayfair repeatedly to amend the image/specification description on their website since receiving the item twice with the wrong coloured legs. When I arranged the final return, the customer service agent stated that they'd checked all stock of this item - ALL stock had silver legs. I have sent three requests to Wayfair to amend this over (roughly) a period of a month, however they haven't, so I feel obliged to try and circulate this wherever I can. They have kept the image and specification the same, but put the item on a continuous sale, misleading consumers into buying the item as they offer discounts once delivered if you receive an item that's wrong/doesn't match the spec. Wayfair - you should not be misadvertising items and leaving it to consumers to foot the bill for your mistakes. Please rectify on your website / remove from your website and return stock to the manufacturer and seek a refund from them.”

Wayfair 1 star review on 16th October 2020

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Posted 4 years ago

“Ordered a sofa in mid August when stock was immediately available. Received an incomplete set in a week with duplicated components and missing parts. After two months of trying to resolve this issue, neither replacement or collection of duplicated items has been arranged. Customer service refused to assure that the product would ever be delivered. They have repeatedly asked detailed description of replacement components, with no follow up on whether they made any notes of it or on the timeline when the request would be processed. However, on their communication, they demand customers to respond within 48 hours otherwise the request would be cancelled. Collection request had never been followed up and they refuse to arrange a refund or compensation. In the meantime, the price was reduced on their website by 12%. I also found that other products were often available cheaply from other retailers. I strongly recommend to avoid this company at all cost.”

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Posted 4 years ago

“The worst ever ordering experience in my lifetime occured with Wayfair 2 months ago 8/2020. I placed an order on Aug 10th by phone because an item I was interested in had no reviews. The rep I spoke with told me the Bookcase in question was definitely in stock and would ship 9 days later, on Aug 19th. Neither statement was true. The bookcase shipped 38 days later, on Sept 17th. Today is 10/14/20, and still nothing. I sent a message to Wayfair cust serv just a few minutes ago (4th follow-up) and was responded to within 20 mins with a message that the bookcase was refused delivery because it was damaged in transit 3 weeks ago. I'm just finding this out today but received zero emails from Wayfair- I had to contact them to find this out, and the 3 previous calls to Wayfair ensured me the item was coming. So this rep today just cancelled my order with refund without asking how I wanted to proceed rather than replacing the item, which I obviously would have wanted. He also offered me a 10% discount- standard cheap offering from Wayfair. Problem is, the bookcase is now 20% more than my original purchase price so even with discount I'm paying $160 more for a replacement. Every step of my order was catastrophic. Don't say I didn't warn you if you decide to do business with them.”

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Posted 4 years ago

“I did not get credit for a returned king size bed $1,440.00 recorded on my bill. I had a refund due. I waited. Then comenity bank MasterCard took over half of Wayfairs accounts during July 2020 and my refund transferred over as a balance owed on my Comenity master card. It’s been three months of communication with Comenity who points fingers at Wayfair and Wayfair points back at Comenity. No resolution.”

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Posted 4 years ago

“Ordered a piece of furniture for a 87yr old ladies birthday. Something to cheer her up after lock-down! Ordered 07/10/2020 for delivery 13/10/2020. No e-mail on 13th telling me when to expect this, got in touch with Wayfair customer services, ..... So sorry we had trouble printing your delivery label so nothing was done... FOR 6 DAYS.. and nothing would have been done if i didnt get in touch with them. We cant give you a delivery time now as it takes 24 hours to escalate it. Catherine W said it would be better if we talked to you on the phone, gave her my number and she said she cant make outbound calls. 10 x sorry, cant phone you and cant be escalated for 24 hours later and i lost the will to live.”

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Posted 4 years ago

“Ordered a piece of furniture for a 87yr old ladies birthday. Something to cheer her up after lock-down! Ordered 07/10/2020 for delivery 13/10/2020. No e-mail on 13th telling me when to expect this, got in touch with Wayfair customer services, ..... So sorry we had trouble printing your delivery label so nothing was done... FOR 6 DAYS.. and nothing would have been done if i didnt get in touch with them. We cant give you a delivery time now as it takes 24 hours to escalate it. Catherine W said it would be better if we talked to you on the phone, gave her my number and she said she cant make outbound calls. 10 x sorry, cant phone you and cant be escalated for 24 hours later and i lost the will to live.”

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Posted 4 years ago

“The WORST company by far that we have ever dealt with. Shoddy products at grossly inflated prices. One product was the wrong color, another was faulty and so it went on. Customer service is APPALLING on every level. They treat customers with total contempt! BEWARE - You have been warned. A genuine NIGHTMARE experience from start to finish.”

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Posted 4 years ago

“I made a purchase on Sept 3, with an estimated delivery date of October 2. Now the potential delivery date is as late as January. 1. the customer service operators read from a script and do not have accurate information. 2. estimated delivery date are grossly wrong 3. there is no phone call or email to alert you of a change in delivery date 4. when you bring this all to the attention of managers, the big solution is to cancel your order DO NOT ORDER FROM HERE!”

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Posted 4 years ago

“I’ve ordered from Wayfair a few times. Comforter-color wasn’t what was pictured, but I kept it. Ordered curtains which I love! Ordered a patio set which was much smaller than it looked but it cost too much to send it back. I endured it for 3 years and its finally gone. Poor quality, the stitching fell apart after one wash. I ordered a desk, the instructions were so bad, my fiance’ wanted to throw it away but we endured. Had to order more hardware that was missing. The latest (and last) was a bed bench from Josh and Main. I only had to attach the legs and when I turned it over it leaned. The flip top hung over the edge when closed, theres a bunch of padding bunched up on one side. The legs were damaged with dings and scapes. Within 10 minutes of receiving it, I requested a refund and sent it back. That’s my last purchase from any of the Wayfair companies.”

Wayfair 1 star review on 9th October 2020

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Posted 4 years ago

“Dreadful service. Waited in all day for a delivery. It did not turn up and no communication was received as to why not. I contacted customer service the next day (Friday) simply to be told that the item had left the depot but the courier did not have it. I was advised that the matter could not be sorted until Monday as the relevant personnel did not work at the weekend. Having heard nothing further by mid morning Monday l contacted again. This time l was advised that 'Monday' meant the end of that working day - i.e. four days after the item was due. Approximately an hour later l received an email to say that my money would be refunded in the next few days and that l would receive a further email telling me how to return the item! No explanation as to what had happened to my delivery so once more the hassle of contacting Wayfair. This time l was told (by helpful customer assistant) that the item had been damaged in transit and was now out of stock. I was told to ignore the email regarding its return. I was dubious about the item having been damaged in transit as l was unable to track the item on the day it was due to be delivered. Even if this explanation was true it is poor customer service to neither inform the customer nor to suggest an alternative item. I won't be rushing to use the service again”

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Posted 4 years ago

“Don't trust Wayfair to refund your money! Wayfair processed a refund without consultation to an old bank account that was no longer active. The bank returned the money to Wayfair but their accounts team refused to see this as an unprocessed refund. To date, I've wasted hours of time trying to resolve this issue and I've still not got the money! Very poor customer service, despite this complaint being escalated to the management team. Perhaps they will respond more quickly the more of these reviews I write.”

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Posted 4 years ago

“My order has been delayed 3 times, new dates of delivery kept being promised and delayed. Finally they admitted there was a processing error. Annoyingly I ordered a desk for home office on this website because it promised me delivery within a few days, meanwhile it has been nearly 1 month!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! (And I kept using boxes as my temporary desk, far from ideal.. Thanks wayfair.. not)”

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Posted 4 years ago

“Worst purchase of my life! I wouldn't recommend this product and buying anything from Wayfair! My estimated delivery date was changed 5 times, I was waiting close to 2 months for it. No one was keeping me updated and when I phoned few times no one knew what was happening with my order, and the only thing I was receiving was fake apologies. When wardrobe finally arrived it had few pieces broken, and lots, lots missing. Then I was told I can wait 6-8 weeks for replacement of the broken and missing parts. Useless. Got a full refund at the end and was told to just drop delivered bits at the skip or donate them somewhere. Worst online shop I've ever seen. Will never order anything from them again. Stay away from Wayfair.”

Helpful Report

Posted 4 years ago

“Worst purchase of my life! I wouldn't recommend this product and buying anything from Wayfair! My estimated delivery date was changed 5 times, I was waiting close to 2 months for it. No one was keeping me updated and when I phoned few times no one knew what was happening with my order, and the only thing I was receiving was fake apologies. When wardrobe finally arrived it had few pieces broken, and lots, lots missing. Then I was told I can wait 6-8 weeks for replacement of the broken and missing parts. Useless. Got a full refund at the end and was told to just drop delivered bits at the skip or donate them somewhere. Worst online shop I've ever seen. Will never order anything from them again. Stay away from Wayfair.”

Helpful Report

Posted 4 years ago

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

Wayfair Reviews