“I have never had a problem with before but this time I have received a mattress in one box and the head board and slats in the other but NO bed This is so inconvenient I had got rid of my original bed I anticipated the arrival of new one and my daughter doesn’t have a bed to sleep in now Not happy”
“Wayfair it some fraud company they take money bud don't keep delivering on time . Wayfair show next day delivery and not delivered on time nod delivering in same week.
Need to wait spend a lot time to contact them and sort it out and stil waiting.
Shopping on Wayfair will cost you a lot money, time,stress not worth it!!!!!!!!”
“DO NOT USE THIS COMPANY.
I ordered a chair, which I later decided to return. Spend ages going through the motion to return it as they do not make that process easy to find on their website. Eventually had it all sorted and a date set. No one came. Spend another eternity finding out how to get in touch to report my package was not collected. Spoke to someone via text on WhatsApp who assured me it was be collected that day.
No one collect again...
Message the WhatsApp and was assured they have made this a priority and would be collected today.
No one collected yet again.
1 week later still still hadn't been collected.
They had to rearrange another collecting and insisted they were still going to charge me for it! I had to spam messages in the what's to get a contact number to call. The person on the phone was still insisting that I pay for this return service.
Their solution was to have this booked back in ANOTHER week later, with the service charge still attached.
They whole company is a joke.
I repeat: DO NOT USE THIS COMPANY”
“Never, avoid! My delivery was delivered to a wrong address. Called Wayfair and they said l would get a full refund if l could not get the item. Luckily, l found the item which was too small and slippery. I went through the return process and was charged £20 to return. DHL who were supposed to collect did not turn up. This was 8am-6pm collection. I had someone wait in the house as l have school run and work Monday- Saturday. Called Wayfair for a refund which was delayed due to negligence on their side. Promised l would be refunded, 5 days later, nothing. Called again and l was told l had to go through the return process again and wait. I Was also given the option of dropping the parcels at Royal Mail and pay for the return myself so l could get my money back. The issue has not been resolved yet and l think a legal process may be taking place soon! Never again Wayfair!”
“I ordered an outdoor storage unit which they show as 9kg on their website. Item arrived and it was nearly 50kg. No good for my property. They charged me £50 to return an item which they were mis-selling. unethical and seems like an easy way to make money off people.”
“I ordered desk last year and returned as product was different as described. The return is still marked as being processed by DHL and I never received money back. Customer service is impossible to reach.”
“Ordered a coffee table with a 2 day delivery tume table. Now been 13 days and Evri cannot find the address. Its a business address and you'd need to be visually impaired not to find it. Went through chatbox 6 times. No luck. Emailed Evri, no luck. Then got told 4 days ago it was being placed with a supervisor. Not heard a thing. Now had to order the sane table via Dunelm on a 2hr collection window (should have done this the first time)... can't cancel the order with Wayfair apparently... I've spent the best part of 3 hours emailing and going through press 1 for this and 2 for that to not get anywhere. Wayfair frustrating and Evri even worse. Will never order from Wayfair again.”
“Ordered a Lifetime table on 21 August - still not delivered. Tried to cancel on 1 September but was informed it was too late to cancel - don’t know whether problem is with Wayfair or DHL who are supposed to be delivering it. Won’t be using Wayfair again!”
“⭐ 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.”
