Wayfair Reviews

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

1.5 Rating 2,301 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,301 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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Wayfair 1 star review on 24th February 2025

Wayfair 1 star review on 20th October 2024

258

Anonymous

Anonymous // 01/01/2019

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

“AVOID AT ALL COSTS Do not want to even give these crooks 1 star. Ordered a mattress on 02.03.23, was out for delivery, had to take a day of work for it, still no order, they just keep telling me we cannot cancel the order until its been delivered and attempted delivery 3 times, so I asked where's the order and when is the delivery and they cannot even tell me, so when will I get a refund then ???? They just keep on using the excuse that they use third parties, I said I didn't order from third parties I ordered with you so you sort it out, however all I get is the same answer for only God knows if or when ill get a refund !!! DO NOT USE THEM”

Helpful Report

Posted 2 years ago

“All the bad reviews are true, that’s why they never bother giving a feedback about customers experience. Buying from Wayfair is gambling, if you receive it clean as you expected then is your luck. Anything else you gonna lose money and time for nothing… avoid them at all cost… is 10% cheap for a reason… dirty daft scammers”

Helpful Report

Posted 2 years ago

“I purchased a coat rack. It arrived damaged. I immediately reported it to wayfair. They stated that they would provide a replacement for the missing part. I threw away the box. 4 days later they are now stating that they will either give me 20% off or I can return it, but they will not supply the box or packing materials. (They will now not send just the damages piece as promised.) The box was probably 6x4x4. Where the heck would I get a box like that?!? And how much would that cost? The damage was caused by wayfair, the shipper, or the manufacturer not by me. This will be my last wayfair purchase!”

Helpful Report

Posted 2 years ago

“Ordered dinning table, got chairs and table legs but no table top. It's been 8 days and I'm asking them about the order but they couldn't figure out where the item has gone and when I will get the replacement or refund. I'm frustrated now. Pathetic service! They can't deliver what they claim on their website.”

Helpful Report

Posted 2 years ago

“DO NOT SHOP WITH WAYFAIR!!! They believe after receiving a defective product, instead of allowing a return, a 10% off coupon towards your next purchase is worthy of a $2100 defective rug. I have been patient and reasonable with Wayfair, however after months, it is clear they do not back the products they sell or care about their customers I purchased my rug in October and it shed, to the point where I could not sit on it, without looking like I had pet hair all over my pants. I don't have any pets. I vacuumed literally everyday for the first month or so. Every rug sheds for AT LEAST 30 days, which ironically enough is the exact return window at Wayfair. After 2 months the shedding was not stopping. I contacted Wayfair and was told there was essentially nothing they could do. I could get a small refund, but otherwise was stuck. It was the holiday season and end of year with work, so I got busy. About two weeks after holiday traveling, I noticed this rug was SO worn down. It looks awful. A $2100 rug should not be worn down after 3 months. A $500 rug shouldn't even be worn down after 3 months. I reached out to Wayfair and was told there was nothing they could do, and that I should contact the supplier. Why should I contact the supplier when my transaction was with Wayfair? Should Wayfair not back their products and customers? I emailed again today, hoping to be in touch with someone reasonable. I was told, too bad so sad, and here is a 10% off coupon. Each purchase I have made at Wayfair, is on average $700. Yet, a 10% off coupon is supposed to compensate for my $2100 defective rug? The rep today had the audacity to say, I should put the rug in an area that is less trafficked! It already is. I emailed with a different rep and was nothing they could do, since I didn’t purchase the accidental damage protection plan. THIS ISN'T accidental DAMAGE! It is a defective. If you’ve skimmed to the body, the big take away, don’t shop at Wayfair, ever!!!”

Helpful Report

Posted 2 years ago

“Customer Service is rigid and all they do is read from some page on return policy and repeat the same thing over and over not listening to the customer concerns. They make no exceptions whatsoever on 30 day return policy plus 3days grace. They blame it on their suppliers. They can easily make a manual return or email their suppliers for exceptions but they won’t bother to help.”

Helpful Report

Posted 2 years ago

“HATE THIS STUPID FRIGGIN ADVERTISER. I WANNA SUE FOR ALL THE MINUTES THEY STOLE FROM MY LIFE”

Helpful Report

Posted 2 years ago

“I would give them a 0 but it will not allow me to do so. I ordered my patio set in December before Christmas. It was delivered in 2 boxes on separate days. 1 of the boxes did not have the hardware to complete the set. I have been back and forth with emails and numerous telephone calls. I still don’t have the hardware and just got another email it will be shipped sometime in March. This is not ok. 3 months for them to complete their mistake is not ok. I’m very very upset and will NEVER buy anything from Wayfair again”

Helpful Report

Posted 2 years ago

Helpful Report

Posted 2 years ago

“Terrible customer service! Don’t buy from Wayfair. They will promise you can return the item and then after the 30 days are up, never respond so that you’re stuck with item! My wife purchased an artificial Xmas tree and that’s what they did to her. They are not people of their word.”

Helpful Report

Posted 2 years ago

“Hi, I got extremely worst service from Wayfair and looking for someone to help me sue this company as they literally wasted my whole day waiting for the damaged TV stand pickup and giving me another day to reschedule as per their choice (Thursday, Saturday, and Monday). I have bought a free product from them and have to follow them. I paid a huge amount for the TV stand (Order Number: 3590806182 with the amount of $1,439.43) and they are driving me through how to return the product. The day one I received a fully damaged TV stand and reported the same to customer services with video, and pictures and explained the pickup at the earliest. Now, on the day of the pickup, I got the message that they will visit and pick up the damaged TV stand and after waiting for the whole day, no one showed up. I wasted my whole public holiday waiting for them at home and didn't go anywhere, nor bought groceries for the home and kids. This is really frustrating and hence I am providing real feedback with the order number. I personally suggest don't buy the equipment from these online retailers till they take serious action on their mistakes. Please help me with how to take legal action against this company while giving me mental torture and wasting the whole day. Thanks”

Helpful Report

Posted 2 years ago

“I bought a shoe cabinet, received with badly damaged box and damaged cabinet. Ask for a refund, but they will still send a replacement after two days. So now, I have to return one cabinet I received and the future one I will receive!! This means two days in the house waiting for picking up, and their system still requires paper printed label, which would normally be okay, but I ran out of ink and haven't used my printer for ages! Now I have to buy the ink to finish the return! Absolutely Dreadful! Amazon would be so easier, even cheaper! I was nut to choose to buy at wayfair. Amazon has a more efficient way to solve the problem peacefuly, rather than purely apologiseze with absolutely no single way to help! I felt being bullied by Wayfair, they still have my money for two returns, and what did I do to deserve this? Very very very bad choice!”

Wayfair 1 star review on 13th February 2023

Helpful Report

Posted 2 years ago

“I had an absolutely shockingly dreadful experience and was treated deplorably by wayfair. I will never buy from them again as a result. I placed a large order (almost £1,000) and they failed to deliver what I had ordered. I kept checking online and on multiple times I saw items were due to arrive, so waited in. The delivery dates always differed between wayfair's website, the auto emails and the courier. Once I had to cancel plans after receiving an email from an actual wayfair employee saying my very delayed picture was arriving that day (they lost the first, and then sent an incorrect product) - obviously it did not arrive. Some parts of my order never arrived. Some did - on different days than stated - but these were mostly badly damaged, dirty, of such poor quality, or so badly made they were dangerous. Over half of the products that I received had to be thrown away. Shockingly the damage was done before packaging - meaning damaged products were packaged and sent out. I contacted wayfair on multiple occasions by different means. They did not care. They lied, made up excuses, and did not do what they said they would. I chased for months and months as wayfair refused to contact me. They cannot (or will not) track their own deliveries. They have no control over quality or what is delivered. They did not meet their own delivery contract as stated on their website. For an online company this is simply inexcusable. All they seem concerned about is getting customers' money - they had our money for months before we received products or a refund - they did not care and had no reason to act. There was no follow up into products that should have been delivered - no-one ever contacted me - and no investigation was made into their failings. My online account still says I am waiting for products to be delivered - why has there been no follow up on this? They have no published complaints policy. When I asked staff how to raise a complaint they refused to say - absolutely inexcusable. I made 6 serious complaints to different departments - all were ignored. They refused to address my complaint; they would rather leave me unhappy and angry. I had to email the CEO before receiving a very brief reply from someone very low ranking. He was incredibly dismissive, mocked me, called me a liar, and refused to give compensation for the months of problems I had experienced, saying the refund I had received for damaged and undelivered products was my compensation. He took £5 from my wayfair account that was there after I had written a product review, and said I could not complain anywhere else as they are not covered by an ombudsman. I reviewed every product that I ordered, but most of them are not on their website as they will not allow negative and accurate reviews. Such absolutely shocking and atrocious treatment. They should not be allowed to trade.”

Helpful Report

Posted 2 years ago

“TERRIBLE CUSTOMER SERVICE, TERRIBLE CUSTOMER SERVICE, THEY OVER PROMISE AND UNDER DELIVER. DO NOT BUY FROM HERE, YOU WILL BE SO DISAPPOINTED AND WISHED YOU WENT SOMEWHERE ELSE. SO POOR IT IS PITIFUL.”

Helpful Report

Posted 2 years ago

“The absolute worst customer service. Ordered 2 bathroom vanities….several bathroom lights. Had to return lights and the return shipping was over $100. I WILL not be buying anything from Wayfair. Customer service was less than helpful.”

Helpful Report

Posted 2 years ago

“I bought netto 77.16'' Upholstered by George Oliver from wayfair My first and last purchase from this company. When you google something wayfair comes up a lot beautifull pictures and big discounts but the truth is the quality is extremely low and the discounts are fake because you can find the same price somewhere else without discount claim! I wanted to write a review on the product I bought but it doesn't let me. Review writting is inactive! Interestingly there is no google reviews for this site either. Very unethical Very frustrating”

Helpful Report

Posted 2 years ago

“Please do not use this company they rip you off and steal your money. Let me explain...I ordered a upholstered Storage Bench beginning of January and was told it would be delivered in 3 days and then when it was supposed to be delivered it went on backorder I then waited for the new delivery date again to be told when i messaged customer service its on backorder the agent was rude disgusting. Anyway I then waited again and on the fourth occasion I called them on the phone to find out a definitive date in which they lied so I waited again. I then called back to cancel and ask a manager to call me which never happened. I was told my refund would take a week ok. A week later no refund nor any product so I called again but this time to be told I cannot have a refund as my item was a special order and is on route 🙃. In the end I put a dispute in with PayPal and they ruled I my favour and refunded me a week later. My advice do not use wayfair they lie and cheat blaming the 3rd party suppliers and take no responsibility even though you have paid them directly. Please everyone be very careful do not use them fo elsewhere.”

Helpful Report

Posted 2 years ago

“I have been lied to, messed around,told completely different stories by different agents. The left hand has no idea what the right is doing. There are some lovely poor souls in the contact centre trying to front this up, who apologise for the lies and miscommunication but they can do nothing but pass it on and "escalate" it to managers and the complaints department who do not bother to call, even when I have told repeatedly that they will. I am now told that they "do not reach out to customers." That just about sums it up!”

Helpful Report

Posted 2 years ago

“Terrible customer service, would never buy form them again. We brought a table for around £300, over the 1.5yrs s split in the wood top became a massive split in the top and made the table unsafe to use as it becomes wobbly, and almost collapsed. they said they would replace this, and then when the courier didn't turn up, they said they wouldn't be replacing it. POOR QUALITY”

Helpful Report

Posted 2 years ago

“Bought a defective rug.. poor customer service. Won’t replace it.”

Helpful Report

Posted 2 years ago

Wayfair is rated 1.5 based on 2,301 reviews