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

“I needed a delivery at a future date, when my lease was starting. Wayfair confirmed by phone it is possible, and their website states 30 days storage hold. When Fedex suddenly delivered items, Wayfair customer service started saying they cannot do anything and I should now solve with Fedex myself about taking it back and storing until needed date. It turned out Fedex will only hold items for 10 days and then ship back, charging the customer. Wayfair just dropped me and said they are not responsible for the third party delivery. Never buy there!”

Helpful Report

Posted 2 years ago

“Absolutely a nightmare. Every time we’ve ordered from Wayfair it was a problem and this one topped it. We are all done never again., ordered an item to be delivered in 4 days, item never shipped, and on day three we called to cancel due to the contractor at our house waiting for it, typical rude. Customer service employee tells us FedEx is already in custody of the package, but the status only shows shipping label created. We told them to cancel the order we could not wait for it. They already lost their window and we ordered and elsewhere they said OK., next thing we know Tuesday we got email confirmation package is out for delivery and picked up by FedEx from Wayfare on Monday two days after they already said, FedEx already picked it up so after opening the broken item I called today to return it and they tell me I have to pay to return it and tell me there’s nothing they can do I signed the terms and agreements, so a $15 return is now costing me hundreds of dollars by costing them thousands because we will never order from them and we will absolutely spread the word about this trash, trash website and save yourself the money and the hassle. They are not good customer service.”

Helpful Report

Posted 2 years ago

“In the past I have had good experiences with Wayfair but a year and a half ago I ordered a kitchen cart and we had it mostly put together when we realized there weren’t holes drilled on one side and the top was dented. I contacted them and was told replacement parts would be ordered. I waited a year, getting monthly notices that it was delayed. I finally called to cancel the parts and asked for a refund. I was told they would refund it and I didn’t have to send it back since we had started building it. They refunded it a few months later and immediately recharged me. I called and they said they need documentation. I told them everything was over the phone with customer service. I have to submit a claim with documentation that I never had in order to get a refund. So I’m out $374. It’s been a ridiculous almost 2 year headache.”

Helpful Report

Posted 2 years ago

“I bought a sectional at Wayfair supposedly white and I received it in cream color and they don't want to be responsible for their mistake, they want me to pay $500.00 to return it being their fault, DO NOT buy at Wayfair”

Helpful Report

Posted 2 years ago

“I ordered an armoire on 4/19, and when I reached out on 4/26, I was told that the item is scheduled for delivery on 5/4. On 5/4 morning reached out again, as I didnt receive any call or email on delivery. First when I spoke to an agent I was told the item will be delivered next week. I requested to speak to a manager as to why I was being told incorrect information last week. When I spoke to the manager I was informed that the item is in back order and cannot be delivered before July. Full of lies!”

Helpful Report

Posted 2 years ago

“I ordered 12 bon chef tea spoons. I received 12 "demitasse" spoons, which are tiny tiny spoons and useless to me. Tried to return and was offered either 20% refund in the form of future store credit or pay for return shipping, which was 9.95. That's twice what the indicated return shipping cost on their site and nearly half the price of entire purchase. Both options are terrible and not acceptable to me. In my opinion Wayfair is very shady, bordering on criminal. AVOID!”

Helpful Report

Posted 2 years ago

“Poor quality items. Ordered two duvet covers the same. Looked different to picture and could see the poor quality through the packaging. They want me to pay £9.98 for return postage!!!!!!!!! Spoke to someone on live chat and basically it is what it is. (This is through Evri) I'll try riyal mail which will surely be cheaper and WILL NEVER IRDER ANYTHING AGAIN”

Helpful Report

Posted 2 years ago

“Wasted 3 months of my time trying to get a chair from them - they've been constantly lying they have it and it still is "in stock", terrible service, makes me want to stop buying from marketplaces altogether.”

Helpful Report

Posted 2 years ago

“Placed and paid for an order. Received no confirmation so astonished that money still taken and it took 9 days with 3 phone calls and 3 emails to get money recredited. Not impressed and would never buy from Wayfair.”

Helpful Report

Posted 2 years ago

“Purchases are amazing but returns are a total nightmare!! What is up with the QR code shortage? Why only supply one code for multiple packages? Fedex is Fed up with Wayfair returns and luckily after 45 minutes of going back and forth with Wayfair customer service, the FedEx clerk came up with a great idea to tape the boxes together but ONLY because they were the same size! If they weren’t this would have become another week long ordeal after a ticket was submitted and having to wait 5 business days for a response! Come on Wayfair, you can do better than this!!”

Helpful Report

Posted 2 years ago

“terrible, the worst to deal. They shipped wrong item I want return then wayfair do not accepting returns they redirect us to the manufacturing and manufacturing do not respond at all , stay a way from Wayfair. T is his company build base on scams and laying . shame”

Helpful Report

Posted 2 years ago

“Made two purchases recently from Wayfair. First purchase was a set of chairs. They were such terrible quality I got cut when unpacking them. Returned. Second purchase was a rug. Also terrible quality. Doesn’t lay flat and people are tripping over it. Asked to return and they refused to pay for return shipping. I’m having to charge back via my credit card company. Never purchasing from them again.”

Helpful Report

Posted 2 years ago

“Clothes made of plastic shipped from China. Not even tags on the cheap nasty clothes. Avoid at all costs”

Helpful Report

Posted 2 years ago

“I got a queen's size bedframe that didn't work out. March 10 I was told I could toss it since I couldn't disassemble it properly due to a stripped screw. Then when it's gone, they stab me in the back and tell me to return it while claiming they listened to all my calls. HORRIBLE LIARS! I spent over 6 hours on the phone and sent about 20 emails. Nothing ''fair'' about wayfair, especially their higher management. It was eventually refunded, but I had to go deep into hell and back to do so. DISGUSTING!”

Helpful Report

Posted 2 years ago

“i ordered Alverez 151cm Arched Floor Lamp online , they sent me 10 bulbs instead .(wrong item) i reported online to customer services but they confirmed to send it again , after few days I had delivery , same mistake , they sent me another 10 bulbs instead . even small business doesn't do this mistake 2 times . i was asking for refund , they said you have to return it first an then you will get refund after 3-5 working days . they did mistake and they hold my money . poor services . big mistake to do business with wayfair .”

Wayfair 1 star review on 21st March 2023

Helpful Report

Posted 2 years ago

“- Fraudulent advertising, and inaccurate website description by Wayfair. - Purchase was easy with Wayfair, but returns are a nightmare. - Not recommended to purchase from Wayfair as their customer support team, and policies can not own up mistakes. They won't make amends and keep aggravating customer distress even when they are at fault. - Wayfair is trying to rip me off with an exorbitant return shipping fees for an item which was incorrectly (fraudulently) advertised on their website. - Horrible customer care practices, should be avoided!”

Helpful Report

Posted 2 years ago

“Customer services try to be helpful but fail. Returns collections are a joke as they give you no timeslot or date for collection it's been 10 days since I requested a collection still waiting .Been told they tried to collect last week not notified of this Not a good service Cannot stop in indefinitely waiting for goods to be collected”

Helpful Report

Posted 2 years ago

“Here’s the rest of the story. You only have so many reason to tell them why you’re returning it. You can only select one. If the item is defective, you go down a rabbit hole and have to keep making more preset answers (that may not fit your reason. Like in my case). You must upload a photo of the problem. After all that, you only have the choice it being replaced or receiving a refund of 20% and keeping it m so you have to deal with it. I didn’t want it replaced because my only was it defective, I didn’t like it and I don’t trust them because the box had been opened and resealed. So, I took the path of least resistance and said I just didn’t like it and paid to return it. Shame on you Wayfair.”

Helpful Report

Posted 2 years ago

“Terrible company, ordered our Tutti bambini nursery way back in January. All arrived (after two very rude and unhelpful couriers delivered) apart from 1 box, we advised Wayfair a box was missing and they agreed, and said it would be with us in 1 week. We are now in March and have had to call 10 times, when escalating to management they refuse to ring and only email a vague unhelpful response. We have been now told that box (1/3) of the wardrode is out of stock (although still showing on their site), and won’t be with us until after the baby is due! 3.5 months after our first parts arrived. We just want a refund for the wardrode so we can order from a reputable source. Order 3855643234”

Helpful Report

Posted 2 years ago

“Ordered a dresser a month ago. The first delivery the dresser was damaged. The second delivery they never showed up. When I called they said there was an emergency with a driver and couldn’t find a replacement. I had to call them. No one called me. The 3rd delivery time was scheduled from 7am-11am. I arranged to be home and then they changed the delivery time to 1-5pm. When they arrived they had a bed head board for me. I ordered a dresser. There was no customer service with all these issues. No money taken off. No push to get it to me so I cancelled my order and asked for a refund. I will never order from Wayfair again”

Helpful Report

Posted 2 years ago

Wayfair is rated 1.5 based on 2,301 reviews