“⭐ 1 STAR — AVOID WAYFAIR AND AIT HOME DELIVERY
Absolutely appalling delivery experience with Wayfair and the delivery company they use, AIT Home Delivery.
You are given a four-hour delivery slot, so you organise your entire day around it and stay at home waiting. Then the delivery is delayed by two hours. Two hours become three. No phone call. No meaningful update. No delivery.
Trying to contact AIT is practically a mission impossible. When you finally manage to speak to someone, all you get is “sorry, they are running late.” Then you continue waiting, with absolutely no idea when your delivery will actually arrive.
What makes this even worse is that after failing to deliver within the agreed time slot, I was told I could not receive a refund for the DELIVERY CHARGE.
To be absolutely clear: I am not asking for a refund for the items I purchased. I am asking for the DELIVERY FEE to be refunded because the delivery service I paid for was not provided as promised.
So I pay for delivery, arrange my entire day around their four-hour slot, wait hours beyond it, receive no proper communication, have to chase the delivery company myself — and Wayfair still expects me to pay for that level of service?
What exactly did I pay the delivery charge for?
Wayfair chose AIT Home Delivery as their delivery partner. Their performance is therefore part of the Wayfair customer experience. Passing the problem to the delivery company does not make the problem disappear.
My advice: think very carefully before ordering from Wayfair if your delivery is being handled by AIT Home Delivery.
Terrible communication. Terrible delivery service. Terrible customer experience.
One star is more than generous.”
“I ordered curtains on 17 August for delivery on the 20th. Wayfair then changed the date to the 24th, while three different customer service agents gave me conflicting and misleading information. Today, I was suddenly told a replacement order would arrive on 2 September, so I cancelled it.
This is by far the most pathetic and incompetent service I have ever experienced. You wasted my time and ruined the purpose of the order, as the event I needed the curtains for has already passed. I would strongly advise others to avoid doing business with Wayfair.”
“I ordered a Sofa Bed from Wayfair on the 05th July, believing them to be a reputable and reliable vendor. The original estimated delivery date was the 09th July, which seemed reasonable.
Wayfair failed to update their tracking system, deliver on the 09th or proactively update me this was not taking place. This resulted in me taking an unnecessary day of work.
This pattern happened several times over the following 3 weeks and resulted in me cancelling my order with Wayfair.
Although my agreement is with Wayfair, they advised they cannot refund me until they have confirmation from the manufacturer, with whom I have no agreement.
The constant delays were very inconvenient, but the delay tactics used by customer services were much more significant. If you can't deliver by a certain time, say so and set peoples expectations accordingly. Also, do not make customers wait for their money back, based on your own internal struggles. That money will allow them to go and purchase with a vendor who can actually deliver on their promises.
Would avoid for key pieces of furniture or any delivery required inside of 4 weeks.”
“Ordered a blue sofa bed. Kept being given different delivery times eventually after 3days of waiting at home it arrived 2hrs later than given time window. Carried into my house by a guy with a lit roll up hanging out of his mouth. To be fair if he'd left it outside I wouldn't be able to lift it.
Started to unbox & found out it's grey not blue. Wayfair said its manufacturer problem not there's so the manufacturer will be in touch. Been a nightmare bought a poor quality rug at the same time which is apparently non refundable. Zero customer service just repetitive & condescending AI.”
“Had a faulty item. Wayfair arranged collection. 4 months later still waiting a refund. Sent them dozens of emails and no further on. Customer service has been brutal.”
“Had a faulty item. Wayfair arranged collection. 4 months later still waiting a refund. Sent them dozens of emails and no further on. Customer service has been brutal.”
“The order was supposed to be 2 days delivery, but it has been a week and my delivery is still processing. Also, support has no idea where the parcels are and they are answering Trustpilot reviews with fake dates”
“Dear Senior Executives
I am writing as a Wayfair customer who has now faced two consecutive disastrous sofa orders. After a recent house move, I chose Wayfair for a sofa purchase. I was promised delivery on Friday after confirming with multiple customer service agents, and I took a day off work. However, the delivery company arrived outside the agreed window and left the package outside my door on the first attempt, despite being promised three attempts by your team. After receiving it, the sofa pieces were mismatched in both color and orientation.
Despite this, I gave Wayfair a second chance. Layla, an executive services manager, reached out and assured me this was not the standard Wayfair experience. Once again, I carefully ordered a sofa directly with a sales member to avoid mistakes. I ensured every detail was correct, yet due to a glitch, I was charged for a rug instead of the sofa, despite having gone through the sales process with a team member. Now, I’m out of pocket, waiting for a refund, and forced to wait another 24 hours for a new gift card. This means, once again, I will miss the critical bank holiday window I had to receive the sofa.
This is not just a one-off. The first time, the wrong color and orientation was sent; this time, a rug was ordered despite explicit instructions. After countless hours across departments, I feel completely let down. How many other customers have been through this? After being promised better service, I am left wondering if this is a joke by the sales member ordering a rug instead of the sofa we discussed or a complete disregard for my time and finances. I have tried contacting Layla, but have had no follow-up. This is so serious, I am begging you to escalate this to senior management and rectify the situation immediately.
How can ordering a sofa from your company be so complicated (which is an understatement).”
“I’m extremely disappointed with my experience trying to return stools to Wayfair.
The return has now failed three separate times, despite being confirmed on each occasion. I’ve had to call multiple times to chase this, and there doesn’t seem to be any clear complaints process or dedicated team to handle ongoing issues.
During one call, a colleague refused to let me speak to a manager. When I eventually did get through to one, he called me while I was in a meeting. I asked for a callback, which he agreed to, but I never heard back.
I’ve been waiting in for collections from 8am, even working from home instead of going into the office so I wouldn’t miss the courier, only for the collection to not happen again. This has now been going on for over a week.
Each failed collection delays my refund further, as this can only be processed several days after the return is completed. What should have been a straightforward process has turned into a frustrating and time-consuming experience.
The collection is now rescheduled for Thursday, so I’ll have to wait and see if it actually happens this time.
Overall, very poor communication, lack of accountability, and an unnecessarily stressful returns process.”
“Absolutely awful experience.
Delivery was due on 10th April — didn’t arrive. Me and my husband both took time off work for nothing.
Then I was promised it would be sorted within 2 days… that was 5 days ago and still nothing.
The delivery company even confirmed the item isn’t in the dispatch zone, so it was never ready to be delivered in the first place.
Wayfair just keep apologising and telling me to wait, but won’t give a real answer or even cancel the order properly.
Given a small 10% refund like that fixes anything — it doesn’t.
Avoid if you actually want your furniture delivered when promised.”
“I ordered this table a week ago. No tracking number given yet I’m told the order is delayed. Delivery was meant to be today the 8th April. Now I’m told wait a couple more days, still no tracking details. This is the second order of the same item. First time they said it was damaged.”
“Awful company, dreadful customer service.
Delivered part of an ottoman bed...rest has never arrived.
1 week later, still no delivery of the missing box,which means I have no bed!!! Avoid using this company, they lie, they are dreadful to deal with, ive tried every method to resolve this, ringing, email and WhatsApp, but still nothing..
You will waste a lot of time, be stressed and waste your money
AVOID!!!!!”
“Avoid at all costs!
I ordered a love seat which arrived faulty. Wayfair refunded me but is, after being promised a pick up for over a month, now saying they cannot pick up the item. I cannot take it to the dump or donate a faulty item to charity nor do I want the hassles of the time, effort and strangers at my house because of Facebook marketplace or anything like this.
Their customer service is absolutely appalling, non responsive and I regret buying from them. There is a legal requirement for them to pick up this item and they just refuse.
Avoid at all costs!”
“If I could rate 0 I would. I ordered a sink basin and unit on the 8th of February. On the 16th of February I enquired as to where my delivery was. I was told there had been an issue with the currier and I could have a free replacement sent to me with a delivery date of Friday the 20th of February. On Wednesday the 18th I recieved a delivery and was finally relieved to have my item only to discover that one side of the unit was broken in half!! I reported this and was told this was the original item that I do not receive and my replacement would still come on Friday 20th. The words ‘sure’ and ‘definitely’ were used to ‘reassure’ me I would receive the goods I payed for. On Friday the 20th at 4:30pm I enquired again as to why I still had no delivery email and no item at my house. I was told that I would recieve my item on Tuesday the 24th of February (only 2 days before I am to have my bathroom fitted and 3 weeks after I originally ordered and payed for the item). I was told I would ‘definately’ recieve a delivery email on Monday the 23rd to tell me the time of my delivery. At 8pm on Monday the 23rd of February I still have no recieved any confirmation that I will recieve my goods at all and as of now my account says it should have been delivered today.
Disappointed is an understatement for how I feel about the service I have received as a first time buyer. I have requested a full refund so I am able to buy another sink unit but will still be at a loss for having to cancel and reschedule my bathroom to be fitted.”
“I ordered a mattress with them as they specifically stated delivery by the 14th. No sign of it on the 14th. I checked on the morning of the 15th, the date changed to the 18th. I contacted customer service and explained I am disabled and very unhappy that I have to use an unsuitable mattress in the meantime. They offered 10% off my next order and basically said they have no control over delivery dates. If they have no control why offer specific dates? I also asked them to cancel my order. They then carried on talking about helping me get my delivery. I pointed out I wanted the order cancelled, they said they would do it as a 'one time except'. Awful.”
“I would steer very very clear of Wayfair. They refused to cancel or support order despite my early communication that I will not be home (package delivery slot was later than suggested). And the DHL delivery person left the package, a tall bookcase, on the door open to street. And despite my neighbour refusing the package, kept insisting to receive in my absence. What’s worse I have to pay for return to DHL, and I will not get my refund until they have received the package. Never mind it was left on street for anyone to pick before I could get to it.
I’d much rather purchase from a website with a decent or at least a bare minimum customer service.”
“No star rating. Appalling service. I ordered a rug on 9/12 and told it would arrive 17/12. Since then I have been in touch countless times and have been given baseless delivery dates. It still hasn’t even been shipped. The company can’t even tell me where it is being shipped from. You deal with a ‘virtual assistant’ because Wayfair doesn’t employ humans. Even the telephone helpline tells you to bugger off and use the webpages. Dreadful company. Don’t go near them.”
“There is no customer service. I have been talking to AI for a couple of days now because I want to return a couple of items but Wayfair have deleted my order number even though it was only ordered on 30/12/202 and on the 31/12/2025. They owe me £23.23 for the item I want to return but it doesn't look as if I am going to get it. Very Disappointing.”
