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Wayfair UK
Reviews 76,575 • Average
TrustScore 3.5 out of 5
3.6
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In the Home Furniture Shop category
wayfa
ir.co.uk
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Reviews
3.6
76,575 total
5-star
69%
4-star
8%
3-star
3%
2-star
3%
1-star
17%
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Miss Valerie Williams
10 reviews
Rated 1 out of 5 stars
Absolutely terrible experience…
Absolutely terrible experience with Wayfair. I ordered a picture months ago and it didn't turn up, even after giving it time after due delivery date. Customer Sevices were nonchalant and gave little help.
Now, I ordered a rug, which did come, but looks nothing like the colour on their website. After two days trying to sort this matter, and trying to get it back in an ill fitting box, which has ripped. They say it's the right colour and want it returned in the same box. I have told them it's ripped! I hadn't taken it out of the packaging as I coukd see the colour was wrong. I explained that taking it out might mean I couldn't get it back into the box, but they were insisting I take it out, take a video and send it to them. Trying to put it back in the box, it ripped as I am nor a machine folding the rug into the smallest size possible. They still want it in the original box! Also, they say it's the right colour! They have mis sold this item as being a paler colour than it is and now want me to pay for return. I have also asked that a label be sent numerous times, as I do not have a printer, but they ignore me. I have wasted hours trying to return it and no further forward.
Customer Resolution Management Team is useless and show no consideration. Their lack of understanding and listening power has frustrated me greatly. My usual politeness has ended up being very limited, I admit. But, corresponding with 4 different people to try to resolve this matter has pushed me to beyond my limit! What a waste of time!
Absolutely appalling service. Never again”
“Your are the worst company that I have ever experienced after taken my money for over 25 days and your deliver company called Evri .every day we would get a text saying that they would deliver and making us stay in for ours on end and still not coming . How can you run a business and you all keep pass on the buck .
I would not recommend this company so disappointed .”
“They never delivered on the day I booked then given another date and didn’t deliver again. Customers Services just lie and make excuses, don’t even know who the couriers are. Promise to email you back but don’t. I then looked in my account and saw the item I ordered was cancelled. Nobody said a thing to me about being cancelled and why!”
“I ordered a changing table for £164, was refunded £55.99 for it but the bottoms of the drawers were missing, the top of the changing table and it cost over this to get repaired locally. The quality of the wood was poor and the product itself had drill holes that didn't align up properly with most of it. So it took ages to get fixed. And I'm two weeks away from giving birth. More stress than it was worth.”
“My girlfriend had ordered a rug for our home back in April 2023 (6 months ago).
On two occasions, it failed to be delivered.... Their customer services said they would speak to their warehouse team to rectify this.
On the 3rd time that it didnt arrive we chased them for the 3rd time and they said its not going to come at all... Didnt bother to tell us but happy to take our money.
Then they said they would refund her and they didnt.
Then she contacted them again and have spoken for several hours over the chat widget to customer services speaking to 5 different people. None of them take on board the information given to them, every conversation has to be restarted as they don't read any notes from the previous conversations. My gf then chose some new items once they said they would refund her the very next day so that she could buy these new items.
Of course the refund didnt happen. So she contacted them again and was told the refund may take 5 days this time. The items that my gf had chosen were on sale, and because the refund hadnt actually gone through after 5 days (of course), the items are now back up to full price and they have said there is nothing they can do. The refund has now gone through but its too late as they are now about £60 more expensive.
Essentially, they are happy to take your money, make it unbelievably difficult to get your money back, waste hours and hours speaking to staff that disappear mid conversation, can't supply items listed on their site, and frankly very poorly trained staff in customer services.
The items we are buying are tied up in vouchers so we are forced to spend it through them as they can't be refunded.
We are now stuck with these conmen. How is this business still functioning??”
“Bought 2 lampshades and cushion covers all in the same order but as the lampshades were not like the photographs & the covers were smaller than advertised and poor quality I decided to return one lampshade and the covers. I was told that 2 x £4.99 would be taken from my refund as the purchases came from different suppliers !! I thought I bought them from Wayfair. The cost to return the skimpy velvet covers would be £2.70 via Royal Mail and as no packaging costs are involved I consider £4.99 return charge for each item is exorbitant. Apart from the inaccurate product description and quality, the return policy is unacceptable to me so I will never shop Wayfair again although I found then very good previously.”
“Purchased a coffee table from wayfair when assembled you could see the quality was absolutely rubbish. Supposedly discounted cost me £114 with delivery. To make things worse saw the same item on amazon for £53. Complained to wayfair to no avail there ripping people off at these hard times .id advise people to stay clear of this company and shop elsewhere”
“WAYFAIR ARE LYING GITS SAID I WOULD GET A FREE RETURN THEN TAKE IT OFF MY REFUND !!!!
DON'T BOTHER BUYING THEY "USED" TO BE GOOD BUT ARE NOW RUBBISH !!!”
“Ordered 4 rolls of wallpaper for £108 Inc postage. Looked nothing like on website. Initiated returns but wayfair wanted to deduct £80 for returns postage. Total weight less than 3kg.Disgusting. Wayfair make it impossible for returns.”
“I purchased bookcase and drawer. I both ahd an allergic reaction form the furniture and asked for a return. I have moved out of my bedroom because of the furniture. The company dont care the furniture is of bad quality and give me allergies, I have been so ill I could work and standup. They refuse they ever received arequest for a return. They make up stories to avoid returns, and the so called executive resolution team. dont do anything. Called customer service several times and they were helpful and said they would write to the executive team to get this sorted. Nothing happens, They dont react and dont care. And I still have to sleep elsewhere. DONT USE THIS TRICK COMPANY”
“I purchased a Celis Reversible Corner Sofa by Hashtag Home through Wayfair. The entire experience has been most disappointing and to be honest, I am never buying anything from Wayfair again.
It’s been nearly a month and I still waiting for my delivery. I have called both Wayfair and the logistics company they use (Panther ) and they are both as incompetent as each other. I have had to call on a daily basis as I have been stuck home on four separate ocasiona waiting for a delivery and no show.”
“I’ve emailed loads no real answer, bought 2 wardrobes over £1,000 , delivered , then when opened NO FITTINGS, NO LIGHTS, NO INSTRUCTIONS IN EITHER WARDROBES, This is a joke as you now say parts will arrive 6TH DECEMBER WHAT A JOKE , IVE LOST MY CONTRACT NOW AND GAVE 2WARDROBES WITH NO WAY OF PUTTING TOGETHER FED UP WITH ENQUIRING TO YOU ALL I WANT IS THE FITTINGS TO PUT IT TOGETHER BUT 6TH DEC YOU ARE HAVING A LAUGH ARE YOU GOING TO GIVE ME A DISCOUNT GOR WAITING SO LONG!!!”
“DO NOT BUY WAYFAIR! I cannot stress this enough! We recently had the misfortune of buying a wardrobe from their UK site for our bedroom and I would not recommend you do the same.
The trouble started when - after we dismantled our old wardrobe and took it to the recycling - Wayfair delivered a mish-mash of random flatpack pieces which were for a selection of different sized wardrobes which couldn’t be assembled.
This took us an age to work out - mainly because Wayfair customer services assured us - not once but twice - that the right pieces had been delivered. (Also, of course, the wrong instructions were in the boxes.)
When the delivery company came the following day to pick up the random pieces of flatpack we’d been assigned, they only had paperwork to pick up four flatpack boxes - not the 12 that were now cluttering up our house. Cue yet another call to customer services.
This time they told us they would reorder for us like-for-like and redeliver again at no extra cost after taking away the random selection of flatpack pieces we now had in our possesion.
All well and good, I thought - until I received an email out of the blue shortly afterwards saying the order had in fact been cancelled completely and we would get a full refund instead.
This refund was quoted at £950 - which was above the price we had ordered the wardrobe for in the first place. “Fair enough,” I thought. “The discrepancy will reimburse us for the runaround they’ve caused us.”
Unfortunately, our satisfaction at what felt like a positive resolution to this mess was short-lived: Another email came from Wayfair the following day - this time saying the actual refund would be for £200+ less than they’d originally quoted. Oh - and that they could no longer offer us a like-for-like replacement because of unspecified “issues” behind the scenes which they refused to discuss.
So, basically, thanks to Wayfair’s incompetence, we’ve been left stressed, out of pocket, with no wardrobe for our bedroom and no recourse for their inability to deliver on their promises.
The whole experience went from promising to disappointing to mystifying to frustrating and then finally to enraging in the space of a week.
(P.S. This is just the edited highlights - the whole experience was actually much worse. If it were possible for a company to win a prize for not knowing its ar*e from its elbow Wayfair would be on the podium every time.)
Thanks for nothing Wayfair. Recommendation: avoid like the plague.”
“Ordered the Harriet Bee Pranav mid sleeper for £499, tried to deliver 3 days earlier than told, and I wasn’t home as had only booked leave for the foretold date. I had to ring around to rebook for the original date. On the agreed date, two chaps delivered two large heavy boxes, to room of choice, upstairs, and I was still happy with service at this point.
Until I realised the cartons stated 1 and 2 of 3, so was missing a box. I had to chase the missing box and the next day it was confirmed it had been damaged and returned to the warehouse. No replacement had been ordered and I would have been none the wiser had I not checked the boxes before starting to build the bed. I was then told it would be sometime in January for the missing box to be in stock and I was expected to store these cumbersome and heavy hazardous boxes until then, and be without a bed. Having taken annual leave once to be home to receive the delivery, I was unhappy about having to take another for the missing part to be delivered. I was then also offered the option of a refund and collection of the 2 boxes. I stated that either way I was going to have to take another days leave, and asked for a discount for my inconvenience and that I would then reorder in January. Without further discussion my order was refunded and I was told to dispose of the two heavy large boxes myself to save me the wasting more annual leave and that they don’t do goodwill gestures.
Whilst the response time by email from customer service was quick, I had a different person each time dealing with my problem, and whilst solutions were offered, they didn’t wait for me to confirm before refunding my part of my order and demanding that I dispose of the two thirds of a mid sleeper bed with storage (what a trauma that was and so much waste!!).
Well having almost broken my back disposing of them, I can thoroughly say I will never use wayfair again! Not only have they caused me massive inconvenience and stress, delay to my son moving into his bedroom, but i then also discovered that they also rebrand their goods making it difficult to do a price comparison. Having done another search for similar style vintage wood mid sleepers I came across several companies selling the ‘Rocco’ bed, IDENTICAL to Wayfair’s ‘pranav’ and significantly cheaper too! (and have since realised their packaging said Rocco too, confirming it is the same bed!)
I have now ordered from another company, saved myself £130, and is due delivery on Tuesday.
Communication is key in sales, and all it would have taken was a phonecall in the first instance to apologise and inform of the damaged 3rd box, (ideally before it had been delivered incomplete), and that they were on the case in getting a replacement, and I probably would have reluctantly waited for the missing parts or accepted the refund and collection option, and just reordered next month (and not discovered id been ripped off on cost either!)
Really poor form Wayfair, not even sure you deserve the 1.6 stars received on sitejabber and the 1.7 on reviews.io ! Trustpilot certainly seem far more favourable, but definitely wish I’d not based my purchase on the one review site linked on Wayfair’s website only!”
“If you are only replacing furniture and work from home, Wayfair might be an okay option. However, if you are buying furniture from scratch and need it quickly, Wayfair is not the way to go. If you don't WFH be prepared to waste numerous days sitting in waiting with no updates other than 'false' notifications showing the item as delivered, and then the next day, it still at the depot. They also have very questionable pricing techniques. Table was advertised for £470, then it dropped to £165 for a couple of days, and is now back to £470. I fully expect not to receive it due to some 'error' as I managed to snag it at the lower price. Compared to other furniture websites their 'advertised' delivery dates look great, but the reality is much worse than other options and I'd rather pay a little more for a definite delivery date. There were a few other things I wanted from Wayfair but I'll go elsewhere now.”
“At beginning of May Ordered 3 x Bin Covers and despite paying up front was given a delivery date of the middle of June - 5 weeks from order date, which in light of current conditions was accepted. Then the day before the agreed delivery date notification was received that delivery would now be middle of July! = a lead time of 2.5 months... if the items arrive on time. Will never order another item from this company. other companies can deliver promptly during the virus period and dont use the virus as an excuse for slow execution of orders”
