Wayfair Reviews

Name: Wayfair
Address: Wayfair Stores Ltd, 78 New Oxford St, London
Rating: 1.50

1.5 Rating 2,295 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,295 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 22%
Accurate And Undamaged Orders	Greater than 60%
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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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I bought something and less than a week later it was on sale for $8 less. EVERY single company I have ever purchased from gives you the difference $ back as a credit when an item goes on sale in less than a week or sometimes 2 weeks from your purchse date. NOT WAYFAIR. Terrible customer service. Terrible way to do business. Will never purchase from them again...Now I shop on their website but buy the items somewhere else like Amazon where it is always cheaper anyway!”

Helpful Report

Posted 1 week ago

“They sent me 2 of the same product and wouldn’t let me return one , when I called for help one of the associate told me I only got one but I was charged for 2”

Helpful Report

Posted 2 weeks ago

“Paid for an assembly service which got cancelled 2.5 hours before delivery by EMAIL. Wayfair accept no responsibility for the inconvenience caused, and that plans needed to be cancelled for alternative help to be sought. Shocking service, zero aftercare. Will not be using them again which is an absolute shame having been a loyal customer for many years. The main issue here - I was given no choice. They will have known much further ahead than 2.5 hours that this service could not be fulfilled.”

Helpful Report

Posted 2 weeks ago

“I’ve given this company multiple chances, but after this purchase, I can no longer support them. I spoke with a manager named Lee, who admitted that their website listings may not stay consistent—even though customers value consistency. In 2021, I purchased a towel set and recently revisited the same link in my order history to buy replacements. The listing appeared identical, so I ordered with confidence. However, what arrived was not the same product. The new towels lacked a key feature—a loop for hanging—that my original set had. When I reached out for clarification, I was met with a frustrating runaround. I was told their "misinformation team" needed to check with the supplier to confirm whether the towels had changed. But according to my own eyes, they were clearly different. I understand that products evolve, but my issue is that the website link led me to an item that was not the same—without any notice of the change. Buyers should be aware that past purchases may not reflect what they’ll receive, even when using the same product link.”

Helpful Report

Posted 3 weeks ago

“I have been an interior design professional for 35 years. I have a Wayfair "Pro" account. Wayfair is essentially a 3rd party middleman between furniture manufacturers, distributors and you. Unlike Amazon they do not own a huge system of warehouses or maintain inventory and a reliable delivery system. They use FEDEX ground for most of their deliveries - far less reliable than UPS. All of this results in a host of problems. Quality problems, shipping problems, return problems, customer service problems, all of which become YOUR problem -not Wayfairs. Even as a Pro customer they certainly make no effort to help you with problems with your critical orders. I suggest Google imaging the furniture/items they sell and ordering through more accountable retailers. Wayfair just slaps their product and brand names on the same stuff that comes from manufacturers in China. You will have a better experience shopping elsewhere.”

Helpful Report

Posted 3 weeks ago

“Ordered 2 weeks ago, item lost, contacted customer services 3 times. Still not been able to get the item moving. all i get told to do is wait. Never Ever Again!!”

Helpful Report

Posted 1 month ago

“Never again. I misses the return window by 4 days.. We are building a house and it was a light I bought. I ordered it ahead of our electrician coming.We finally got it hung up and didn’t like the color of it. I have all original packing. They will not honor the return..”

Helpful Report

Posted 1 month ago

“I purchased mid century modern led tv stand, entertainment centre by brayden studio. The doors came off hinges 36 days after purchase. Wayfair would not fix it nor provide a way to contact manufacturer. This is 380 unit...not worth the problem in my view. This company is not going last...take note share holders!!!”

Helpful Report

Posted 1 month ago

“I purchased a white, small dining set and there was rust on one leg of the table, also all 4 chairs were wobbly. They made me pay for shipping and are being shady about a full refund. Never again. If I have to sue to get all my monies back I will.”

Helpful Report

Posted 1 month ago

“Wayfair only refunded half of the agreed amount the promised. This company is nothing but games and low balling the customer. I will never buy another product from them.”

Wayfair 1 star review on 24th February 2025

Helpful Report

Posted 1 month ago

“Exported the furniture but they denied Tax refund. Will never buy there again.”

Helpful Report

Posted 1 month ago

“Sure they have products, But they don't follow through with customer service or honoring warranties. I had a product purchased under 1 year, it broke and they keep asking new questions hoping I drop my claim, they are telling me they no longer make the product, but it's still for sale on the manufacturer website, and they have them so don't know how the product isn't still being made. Their customer service is the worst and they don't care about customer retention. Do not buy from them, it's not worth the headache should a issue arise.”

Helpful Report

Posted 1 month ago

“Do not waste your money buying from Wayfair. I did the mistake of ordering products from them thinking that I would save some money. However, the product did not show up as per the ETA of the wayfair website. However, my contractors did and I had to pay for a no show so was not financially viable. When I called Wayfair, their customer service told me that I should not trust the ETA on the website and that "It will get there when it gets there." They would not refund me either without a restocking fee...but they were very sorry about the issue but not ready to do anything about it however.”

Helpful Report

Posted 1 month ago

“I unfortunately purchased a futon from Wayfair and a leg irreparably broken off from wood it was nailed to. It is useless to me now. Contacting for any customer service is frustrating and no resolution. Will never buy anything from Wayfair (Waypoor) again.”

Helpful Report

Posted 2 months ago

“I had an absolutely disappointing experience with this company. I placed an order and waited NINE weeks - far beyond their promised delivery timeline - without receiving a single update about my order status. The complete lack of communication was unacceptable. Only after these 9 long weeks did I finally learn that my item had been damaged in transit and returned to them. Even worse, this information wasn't proactively shared - I had to chase them for updates. When they finally responded, I was told that replacement units were out of stock, leaving me with no choice but to cancel my order. Their customer service response was nothing more than generic sympathy, offering empty acknowledgments of my frustration without providing any real solutions or explanations for their communication failures. At no point during these 9 weeks did anyone think to inform me about delivery issues or delays. Save yourself the time and frustration - choose a company that actually values customer communication and transparency. The worst part isn't even the failed delivery, but the complete disregard for keeping customers informed about their orders. After investing over two months waiting for this order, I'm left with nothing but wasted time and disappointment.”

Helpful Report

Posted 2 months ago

“Ordered a table through Wayfair, waited a month for it to be delivered and when it came it was missing the top. Did the back and forth with Customer Service, they issued a replacement order. Another month went by and the delivery day came…only the base, again. Two months in and we had no table. Wayfair’s service team decides that instead of making it right they’ll just cancel the order and offer a 10% discount on a future purchase. What a slap in the face for the horrible experience dealing with them. Leaving the “Wayborhood””

Helpful Report

Posted 2 months ago

“Bought item from Wayfair 27th December it's now 22nd January no item and no refund do not use Wayfair they are the worst company”

Helpful Report

Posted 2 months ago

“Do NOT buy from WAYFAIR. They used to be a great company and were reasonable about returning items that are damaged. I received a king size bed for my son that was advertised by Wade Logan and I received the bed from a company in china. The box was damaged, taped up, and the headboard was damaged. They want to give me 20% off on the main part of the bed that is damaged. I even bought the protection plan. Oh, and I asked if they can send me a replacement headboard and they don't have any in stock even though they are still selling them online. DO NOT BUY FROM WAYFAIR. If you do buy don't pay in full, use Klara or affirm so you can stop payment.”

Helpful Report

Posted 2 months ago

“I ordered table on 27th December they said delivery 3rd January it is now 21st January every week excuses and different dates don't use Wayfair”

Helpful Report

Posted 2 months ago

“My experience with Wayfair has been incredibly disappointing. I urge you not to waste your time here! I completely deactivated my account due to multiple order issues on their end. The Wayfair account is not user-friendly at all, and their customer service is the worst I've ever encountered!”

Helpful Report

Posted 3 months ago

Wayfair is rated 1.5 based on 2,295 reviews