Wayfair Reviews

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

1.5 Rating 2,300 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,300 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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Disgusted with my buys from your company I know u basically buy from other outlets but 3 out of 6 products i have bought from Wayfair are below standard tv stand got refund on that ?? Best of tables low quality and tub chairs with foot stool so bad Lorraine why are u advertising this”

Helpful Report

Posted 5 years ago

“Common thread seems to be happening here... First ever order I placed, TV unit arrived & was beautiful when put together. Ordered a rug at the same time...that went missing. Reordered then rug & a whole 28 days after I paid for my item, it suddenly turned up with no dispatch email. Put this down to bad luck. Second order - first part arrived promptly & once again looks lovely. Second half of the order is now ‘delayed’ with no real explanation or indication on whether I’ll receive it or not. Wayfair still have my money... Once bitten, twice shy. I’ll not be ordering from here again.”

Helpful Report

Posted 5 years ago

“Very poor and unreliable delivery times with last-minute cancellations.”

Helpful Report

Posted 5 years ago

“I ordered bed side chest drawer. Very poor instructions to fit it and poor quality of wood. The screw fittings are not good. They keep splitting the wood. My draw is without a handle now as the screws would not fit it.”

Helpful Report

Posted 5 years ago

“First time customer and experience not good so far. Ordered 4 items. One had damaged parts, ordered replacement - replacement part also damaged and incorrect colour, replacement for the replacement also damaged and incorrect colour. 1 other item still hasn't turned up, despite stating on website that it has been dispatched, no way to trace this item as tracking details not showing.”

Helpful Report

Posted 5 years ago

“Bought many times from Wayfair. They have a good variety and nice things, but experience it’s a mixed for me - once we got a huge sliding doors closest that didn’t have all the needed bits or instructions and it took an experienced handyman 3 days to fit it. Second bad experience was with an expensive ceiling fan (Westinghouse) that died on us .”

Helpful Report

Posted 5 years ago

“DHL did not deliver my items. Wayfair took no responsibility and although due to late delivery, the items were no good to me, I can’t return them.”

Helpful Report

Posted 5 years ago

“Terrible delivery service. But despite this ive given a 2 because the communications were good and we got a full refund. Our first parcel arrived on time and no hitches. Had another parcel come totally damaged and was obviously opened and sent back before. Actually looked like it had been dropped from a high rise. So needless to say the drawers were damaged. The 3 items we ordered didn't come together and had 3 different dates to be in. But worse than that there was no information on the outside or inside of packaging. We sent the damaged drawers back and was then sent a random box of wood. Which turned out to be the casing to the drawers we had sent back but no drawers. We ordered a replacement but got the wrong order. It was a total shambles. We decided to get a refund and asked for the random deliveries to be picked up. They didn't pick it all up and we ended up ditching a box of wood ourselves. We were glad in the end as the furniture did look poor quality. We then decided to order from Ikea.....omg totally different experience. They have their own delivery service....very quick and efficient. So moral is GO TO IKEA!”

Helpful Report

Posted 5 years ago

“I never shopped with them! Only because , Always when I tried to find something it will take me to back page. after several times, I have give up! Hope they will Change one day, they website and will make it easier for as a simple People 🙃”

Helpful Report

Posted 5 years ago

“Ordered a tv stand £300 looks good but c'mon MFI will never be dead whilst makers of this item exist In crucial location no hole drilled for plug to locate in and afrer spending an hour on it. What to do now bet no one reads this”

Helpful Report

Posted 5 years ago

“Ordered a double bed frame, which was damaged in transit and returned by the courier. I suspect the courier (XDP - check their abysmal reviews too!) damaged it, but it begs the question 'how flimsy are their not-so-cheap metal beds?'. To be fair, they sent out a replacement straight away but seemed unconcerned by my awful experience with XDP. I also ordered a futon mattress. First the pickers had picked the wrong on and altered my order, then the correct one was on back order for a fortnight. XDP dumped it outside my door over a week after dispatch with no notice that it was due to be delivered. Buy with caution if you value your time, money and sanity (especially since they use XDP as couriers)!”

Helpful Report

Posted 5 years ago

“I ordered a headboard and footboard not knowing how cheaply made it was with several imperfections. Never again!”

Helpful Report

Posted 5 years ago

“I’ve got to say. I don’t get it. We’ve ordered a few things before. Slight damage to which they fixed without question. Even got £100 knocked off one item because they couldn’t source replacement part. All good right! Fast forward a year and we ordered a few more bits. Two items so far are faulty. They refunded and told us to dispose of them. Dressing looking at the third item. How can a business run like this? I am coming to the opinion that they source end of line / spoils for next to nothing and then work on the basis that most are going to be ok. If a customer complain resolve if possible but bin the product and refund at worst case. 3 times we’ve sent something straight to the tip and got our money back. Just so weird and wasteful. Customer service is good. And if your handy, you might get a decent bargain if you complain. But if you want stress free. I’d go somewhere else.”

Helpful Report

Posted 5 years ago

“The delivery process and time scale for a DVD & BluRay unit was archaic, and lengthy. Emails advised delivery on Monday, then Thursday, and it arrived on Friday!! The item itself is terrible. The CD predrilled fitment has resulted in the whole stack of approximately 1.5 metres in height all sloping at various angles but all slanted down to left which is hideous. The shelves are varying in fitment so gaps are noticeable on all but one. Wayfair would do better to save the money paid to Lorraine Kelly to advertise them (and get rid of that pathetic dancing too) and market better quality wares.”

Helpful Report

Posted 5 years ago

“Looks like I just got lucky last time. After ordering some more from this company my experience changed drastically. I received torn mattress, company agreed to change it but says that I have to utilise it myself. My last two orders got cancelled because of "security-reasons". I called them to find out what happened, but guy from customer-service told me that everything is fine with my order. 1 day later I receive an email saying that my order is cancelled. Now I have to wait 5 days until my money will be refunded to order again. I paid money and just want to receive my order.”

Helpful Report

Posted 5 years ago

“(Some grammatical errors may be inside of this, but I just needed to rant) This was my first time using this company to buy furniture for my apartment for university and I’m really disappointed. I ordered a package (bed frame and box springs) earlier in the month just in case shipment may be late and so that I’ll have enough time to get settled into my dorm. The shipment was indeed late which I was prepared for, but when it was time for me to pick up my package it was not what I had ordered FAR FROM IT. I paid more than $300 for my bed frame and instead i was sent door curtains :(. On the package they had my name my address and the weight that the package should have been which was 77lbs. Now we all know that door curtains are probably way less than 77lbs. I feel like that’s such a huge mistake made and when I called customer service the only thing they could have done was to reship the product which was going to take too long and by the time they would have reached move in day would’ve been complete. The other option would have to be a refund so it took couple negation because knowing banks that would take at least 3-5 days to refund and we urgently need to get the bed. Yes the customer support worker tried to help by giving a 20% discount but how is that honestly going to help me the fact that y’all sent me a curtain for whole BED FRAME! Yes human error happens but when you run such a high end company THIS BIG MISTAKE shouldn’t even happen. ( bed pic is what I ordered other pics are what I received)”

Helpful Report

Posted 5 years ago

“The products are often good but they do not control the delivery process so it is random whether a good courier is used. Quality control is also lacking. I have had good experiences but most recently I have been waiting for an overdue piece of furniture and now just want to cancel the order and order from another company. However I can’t get through to customer service to cancel! best for small inexpensive items not furniture. They also bombard you with emails about new products .”

Helpful Report

Posted 5 years ago

“I ordered a memory foam 8" mattress, fedex left it in the driveway.(bad, bad move cannot see driveway from house)!!DUH. I opened the box as per instructions, left it alone for 48 hrs , and guess what????It's a 6" mattress....what is that all about? I'm really considering not using this company again...this is the fourth time fedex has left packages in my driveway. When I went to their website to check my order history...I never have ordered from them before???”

Helpful Report

Posted 5 years ago

“So.... latest review parcel That was allegedly too big and was waiting a special courier , I get told it would be delivered between 2 4 today when did it arrive? 11.42? Good job we were in or the whole thing would have started again courier just laughed wasn’t interested why can’t you deliver time stated?? Also feet legs on stool were damaged luckily hubby managed to sort rather than more hassle not at all impressed with the delivery service at all needs investigating and more care taken with items as this had clearly been thrown around like a football!!!”

Helpful Report

Posted 5 years ago

“They don't no what there staff lie they steal your money and don't deliver the goods.”

Helpful Report

Posted 5 years ago

Wayfair is rated 1.5 based on 2,300 reviews