Wayfair Reviews

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

1.5 Rating 2,242 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,242 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 was going to order a desk but had to wait till I got paid. The desk was £113 was £154 then to my horror the price had gone up not back to £154 but £170! Ordered 2 purchases and the lamp was broken and didn't have a UK plug on it. The bookcase was in the sale but paint work was marked and joints didn't join. Have been offered full refunds or discounts and customer service was good. Maybe I wont be purchasing the desk now. Also need a filing cabinet which is £85 on Wayfair order thru Amazon £53!!”

Helpful Report

Posted 6 years ago

“Patio set delivered the wrong chairs. The sofa which was correct was damaged. Pick up after complaint an hour outside of the time slot and have to wait another 3 weeks for delivery. Shop elsewhere”

Helpful Report

Posted 6 years ago

“Echoing some other complaints, their delivery service is appalling. We ordered a small double bed and the "package" duly arrived. Dismantled the old bed (some of the wood splitting) and opened the new. Found to my horror that two complete side panels were missing, plus I could see from what was there that it was extremely poor quality (bed was over £350). My wife phoned and complained, not Wayfair's fault, the delivery company. She would get back to us in a few days with an update. Meanwhile son is no bed to sleep on. I urge people to shop elsewhere.”

Helpful Report

Posted 6 years ago

“Just echoing the thoughts of other Scottish based non customers. I live in Dunfermline, approximately 13 miles north of Edinburgh, but that's somehow considered an extended area. Thats £200 of my money they wont be getting. It's not the cost of the postage, more the principle of charging for a central Scotland post code area.”

Helpful Report

Posted 6 years ago

“Only giving 1 star as there is no 0.... Just about to buy £500 worth of goods .... Realised after 2 hrs of shopping on the website that delivery to PA postcodes is £25... Waow... Most postcodes in Scotland are considered to be on the other side of the planet according to Wayfair! (What a cheek for Lorraine Kelly to be in the adverts too!) What's more, looking at the delivery partners, DX ect, they deliver in my area frequently for other competitors who don't charge! £25 isn't a great deal considering how much I was spending but on principle I have decided not to shop with Wayfair and go to another online shop who will deliver for free! Take note Wayfair you are loosing a lot of business by segregating Scottish people, we are still part of the UK you know!”

Helpful Report

Posted 6 years ago

“Garden furniture arrived with no pre drilling entitilted” some assembly required” . It required power drill as no pre drilling and no signs where to drill. Had to buy a £100.00 drill. Table had no instructions so rang and finally got them. Now need a ratchet. I do not think some assembly should require power tools .”

Helpful Report

Posted 6 years ago

“I was about to by a pendant light and the six bulbs it needed for a total of £210.98 from you. Thank goodness I did what I always do before placing an order. I copied and pasted the items into google search and found EXACTLY the same items for £148.47 inc vat and free shipping. So "what went wrong" is your inflated pricing. Unfortunately your silly advert with that awful Lorraine has convinced people you give a good deal. You DON'T.”

Helpful Report

Posted 6 years ago

“Whatever you're selling, it's vital to copy and paste the item into google search. I was about to buy a pendant light and the bulbs from you for £210.98. I found EXACTLY the same items for £148.98! And yes it included VAT and free shipping. So get off your "we are a bargain" pedestal advert with that silly Lorraine dancing like an idiot. You're a rip off.”

Helpful Report

Posted 6 years ago

“They are very disorganized, they cancelled my order after 5 weeks after saying for days that it would be delivered. They were terrible. Do not buy from them it was a painful and upsetting experience”

Helpful Report

Posted 6 years ago

“I would encourage other shoppers NOT to use Wayfair for purchasing furniture. They do have a great product range and their customer service people are well trained. However, I think they use unfair practices when dealing with customers. I have ordered through them and made payment via their website but then they told me they need authorisation from my bank to process the order. This happened to me a few times. I spoke to their customer services and apparently they do this for about 10% of their customers for security reasons. I asked them why they didn't do the bank authorisation as part of on-line transaction like all other retailers and they didn't provide a clear answer. Basically this practice allows Wayfair to take the money from your account and then delay processing your order which improves their working capital. On one item I ordered which I had problems with over their authorisation process, they told me 2 weeks after I had ordered that the item was out of stock. Essentially they sat on my payment for 10 days before informing me the item had gone out of stock. Whenever I have ordered from Wayfair delivery timings are delayed versus the original schedule. While the customer services team are pleasant to deal with, the Wayfair systems are designed to take your payment as quickly as possible and delay processing your order as long as possible so they can pay their suppliers as slowly as possible. I wrote to Wayfair and spoke to their management team. They may claim this is not standard practice but it is. I would avoid using this company as it is not transparent or fair with customers.”

Helpful Report

Posted 6 years ago

“After 20 days of waiting for an order of new garden furniture to be delivered, after an initial promise date of”

Helpful Report

Posted 6 years ago

“I have ordered a mattress and was promised the delivery on Wednesday.I took a day off and was waiting all day, nobody came or contacted me, when I have called them, they said the van was broken,(somebody could call me, not to keep me at home all day). Then I was promised a delivery on Thursday, the same story...then I was promised a delivery on Friday 11.15-13.15, It is 3 days already I am not going to work, it is very bad for my career and my family finances as well, but we are sleeping on a floor so I agreed. Still have no a mattress, no money, no refund, nobody have contacted me.”

Helpful Report

Posted 6 years ago

“Goods lost in transit asked to wait for UK mail to find goods,not offered replacement,so requested refund.will not use again,first impressions count.”

Helpful Report

Posted 6 years ago

“Order for garden furniture comprising table, chairs and parasol. Only chairs and parasol delivered. I had to return these before receiving a new set. Collection of two parcels was out of agreed time slot and driver did not call at door. New delivery advised after I'd left for work for the day and away overnight, I rang and asked for next day instead and expressly said not to deliver large, heavy boxes to my elderly neighbours. Returned home early next morning - they'd delivered to my neighbour. So embarrassing. But...only two boxes, still no table. Hours on the phone and email and waiting at home for delivery and collection. They cannot send three boxes together and I have to send two back to get three more but they can only send two again. Stupid, stupid and hopeless”

Helpful Report

Posted 6 years ago

“Wayfair use a delivery service completely inappropriate for the type of products they sell. You cannot choose a delivery day when you order an item (nor a time of day - morning/afternoon/evening) and they do not deliver on weekends, so if you work Monday-Friday, forget Wayfair immediately. When you do get your order (after waiting a 2 hr time slot and then an extra hour) the delivery company they use only have insurance to bring items to the first point of entry, so if you live in a block of flats on your own, it’s impossible to get heavy items (such as double beds) up the stairs on your own. A company selling large household items should provide delivery adequate enough to actually get it to your home. Was previously considering buying a full bedroom set from here as their selection is huge, but I’ll go elsewhere now, it’s not worth the stress - Won’t be using Wayfair again.”

Helpful Report

Posted 6 years ago

Helpful Report

Posted 6 years ago

“Ordered bed base and mattress, my son however duplicated the order, told Wayfair within the hour, to be told the order was on its way. The bed base arrived in a few days, but not the mattress. Was told after a lot of chasing it missed the shuttle?? After a couple of weeks still no mattress. Contacted them, they then told me as I had cancelled the order, they had sent it back, considering i was told my order was on its way.. But i could cancel the mattress if i wanted to, i said please collect the base, and was told i have to pay £20 to do this. I said i would accept the mattress as i did not trust to get all of my money back after the fiasco. I finally got the mattress to go with the base. So now we have two, new beds complete. With the one my son ordered as well..”

Helpful Report

Posted 6 years ago

“Appalling service from wayfair. Ordered a rug, it arrived quickly but didn't look right and was too small asked to return, no problem they said but it's £60 return charge! That's almost what I paid for the dam rug so if I return that £130 for nothing at all! Fuming!”

Helpful Report

Posted 6 years ago

“Placed an online order and was given a delivery date, item wasn’t delivered, given another delivery date and item yet again wasn’t delivered... then told I’d I have to go and pick the item up or face waiting another week, drove to pick it up, then told they could only find half of the bed I’d ordered... so never ever again will I even think about this place, 2 days off work and a cancelled hospital appointment, for nothing.!!!”

Helpful Report

Posted 6 years ago

“ordered desk and was delivered without the hardware (57 pieces) this is my first and last purchase from wayfair they told me 12 days ago hardware would be shipped to me well i'm still waiting lousy communication and you would think the would rush ship nope awful customer service”

Helpful Report

Posted 6 years ago

Wayfair is rated 1.5 based on 2,242 reviews