“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 notice you are getting on the diversity bandwagon including black people in your advertising on TV they make up 4 % of the population and I don't know a single White lady who has married a black Man it makes people nauseous and I and my friends will not be buying any of your products ,regards Chris in Leeds”
“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”
“I have ordered with wayfair in the past and was happy with the service and delivery, unfortunately I didn't go thru online reviews before ordering again.
Ordered and entertainment unit on 23rd Nov 2019, which is currently advertised as order now and get it delivered by 21st Jan (3days).
The original delivery date was 14th Jan. No intimation or email, called up on 13th to confirm delivery and I was told it was pushed to 21st Jan (no reason given).
They did refund £65 of the £650 order after I sent a complaint email.
Called up on 20th Jan to check if the date is still on and I've been told the delivery will now be on 4th Feb again no reason given and they didnt send any email or text telling about the delay.
After lot of complaints I recvd email from them on 20th Jan saying shipment will happen definitely on the 5th Feb and not the 4th Feb.
And that they will keep me posted on tracking details asap. No emails whatsoever from them.
On 5th I call them to find status and tracking details, and they send me and update email like this -
Candice B. at Wayfair.co.uk
08:48 (3 hours ago)
to me
Hi Mahesh
I am unable to send through a request to our freight team as the order is in the transit stage and has to be updated. as i mentioned in the call, please allow BJS to communicate with you today and if you have not received any confirmation by today, please could you let us know tomorrow.
I have tried on my side but unfortunately we have to wait for BJS to be in contact with you.
Thank you
Candice
At 12:15 I call them again I get informed that the ware house in Italy has not shipped my furniture yet. and they dont know when it will actually be shipped. Apparently this warehouse according to they last shipped without any problems back in Aug 2019 and they've had problems with them ever since. Inspite of knowing all this they still advertise the same product promising 5 days for delivery. And then they will sit on that money for months until the customer cancels the order like I did.
I cannot emphasis more. DO NOT BUY from them THEY ARE A FRAUD COMPANY!!!”
“Absolutely rubbish experience! Seeing their ads on Insta and FB, I thought I'll give them a try. Came Flat packed and had to assemble it.
- Cheap chipboard was used.
- Design ended up to be different.
- The Packaging was full of sawdust.
- Some screws were missing.
I assembled your product in 3 hours and 02 months later, it starts to chip on the corner. Such a bad product. I spent 90GBP for this. Never am I ever going through this nightmare again. Cheap glue used to stick top sheet. Couldn't even withstand any weight, wobbles even after fixing 100 times. Can't be arsed. I'd rather stick with 'Top Furniture'.”
“Recently I had purchased blinds, bed mattress and internal door. Each time I had a problem with deliveries/dispatches. Worst online company I have encountered so far. The worst order was in relation with the internal doors, I was supposed to receive three doors but instead only two doors were delivered. They didn't know what actually happened to the third door, the promised to carry out an internal investigation, which was never concluded and in fact it took them 4 weeks to investigate without any findings. Then I was promised to get a replacement internal door, which also never took place, as they kept on blaiming on the courier service that they are not collecting the item. After 8 weeks I was given my refund back without any explanation whatsoever. I was absolutely furious as they wasted my 8 weeks for no reason, as I could have easily purchased these doors from another company. I shall never ever place any orders with them again, I also wouldn't recommend them to anyone.
Worst only company. Unreliable. Poor logistics.”
“Absolutely terrible service. I ordered cabinets for my bathroom at the beginning of December and have still not received them despite chasing many times via email and phone. I kept getting told it will take 1-2 days to look into it and no-one gets back to me.
Also, they take your money upfront. They have the payment so it seems they could not care less now.
Avoid!”
“I vowed never to use them again after they left a cot and mattress I ordered out the front of my house for anyone to take! Luckily I was in and heard a van driving off so went to have a look! I was heavily pregnant trying to lift a heavy box through my house! Awful company”
