Wayfair Reviews

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

1.5 Rating 2,303 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,303 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Deliver was delayed three times and when I suggested just cancelling the order, lo & behold a delivery schedule was provided. All of that was fine, until I got my bill and interest had been charged but I had not received the items until after the second bill was sent. I tried to dispute paying interest on items that had not been delivered and after being shunted around four times with no one able to resolve the problem or provide a logical answer, I gave up! They get an extra $73 bucks from me but never again! Besides, I was supposed to get 18 months interest free financing. What a scam!”

Helpful Report

Posted 6 years ago

“Ordered a dog basket that came but the mat was too small...contacted them and they said that they would order one of the right size..since then we realised that we had made an error in our measurements and I emailed them to request a refund and would they send me a return label so that this could be done.In fairness they emailed to confirm the correct size of mat would be sent within days but didnt matter..we had ordered a basket that would not fit....our fault.Next email said it had refunded the £202 to my account and that there was no need to return the bed..we could keep it or dispose of it.This is alledegly a £200 dog basket!I decided to do some searching on the net and found the very same dog basket for £55 from the company that was advertised on the packaging that the basket came in.So they are buying from this company (could be their own company under differant umbrella)and marking up to £202!! no wonder they told me to dispose of it.....something very wrong with this online retail outlet...but hey i got a supposedly £200 dog basket for nothing.”

Helpful Report

Posted 6 years ago

“I ordered a bed that was due yesterday I ordered a bed that was due yesterday. I contacted customer services and they asured me that it would be delivered by 8pm. No bed arrived I have contacted them again this morning only to be told that they have no clue what is going on and they could chase it but wouldn't know anything until Monday. Won't be using them again I'm so angry”

Helpful Report

Posted 6 years ago

“I wanted to place an order for a bed which was on the site at circa £290.99 but when I came to place the order the site was showing the price at £10,289.99. I contacted customer services to point out the site error and after 2 days the site was corrected but with the problem that the original price of the bed had increased to £355.99. I asked to buy at the lower correct site but was told they could not do that. I refused to buy the bed. They expect me to pay more for their mistakes. What rubbish customer service”

Helpful Report

Posted 6 years ago

“Placed an order the weekend. Our order has not been delivered yet plus has disappeared on our account 🤷‍♂️ Just ask please leave a review for items. Company seems to rely on its courier. Not concerned about customers.”

Helpful Report

Posted 6 years ago

“Terrible customer service. I ordered a vanity unit and the top arrived cracked in 2 so ordered a replacement, was told I would get it within the week and when I rang to chase they said it wouldn’t be in stock for another 2 months. No one had thought to inform me. Have been back and forth about a refund which took a long time to come through, it seems no one there communicates with each other so you have to explain the situation 100 times just to get an answer. Still don’t have the full refund and still no vanity unit top so I am furious and will NEVER use Wayfair again. Do not order from them.”

Helpful Report

Posted 6 years ago

“I received a refund from wayfair today,i wondered what it was for.so i looked on my wayfair account and it showed a refund on there for an order that i had cancelled the day after i had made it and Wait for this,back in september 2018! I had forgotten about it cos it was that long ago, 5 months!”

Helpful Report

Posted 6 years ago

“Poor customer service! The credit card is managed by Coventry Bank! You do not get the Wayfair credit card. I called to get my account number and was transferred to the bank. Very rude and unprofessional service! Not worth the hassle!!!”

Helpful Report

Posted 6 years ago

“We ordered an Andover Mills bathroom vanity. It is fine and as advertised except that the sink drain size is very unusual and we haven't been able to find a drain fitting for it, despite quite elaborate attempts. They haven't been very helpful in finding one.”

Helpful Report

Posted 6 years ago

“Really excellent customer service during a number of recent telephone and email conversations regarding an error in delivery of a king size headboard (single headboard delivered in error), then regarding delivery arrangements of the correct item, during a period when my husband was ill in hospital. I was extremely impressed by all of the Customer Sales and Service Consultants I corresponded with, their understanding of my situation and their genuine keenness to assist me. Brilliant, thank you.”

Helpful Report

Posted 6 years ago

“Ordered a chair on 29.1.19 told 3 days delivery 10 days later keep promising a date to find it hasn't even been dispatch and when you call can't get anyone to give an answer . Shocking customer care . Couldn't care less . Won't buy anything again .”

Helpful Report

Posted 6 years ago

“Absolut disgrace and I wouldn't give even one star if i could. Wish I never ordered from them. Customer service is appaling; doesn't seem to care much about missing items and delivery not being made on time and being late 4 days! On top of it problem with issuing refund for the items that weren't delivered. I have been calling for days trying to get my money back. They will also take the money away from your refund if tou used promo code so bw aware of that. Not even appologised once for all the inconvinience. Not offered any compensation as gesture of good will like other companies do(not that I would order at all ever again but it's nice to know you feel valued as a customer!) Complete lack of understanding and communication. Rude, unhelpful people that have no clue how to deal with customers and I spoke to few. Avoid at all cost and save yourself hassle by buying elsewhere.”

Helpful Report

Posted 6 years ago

“First time of using them and thought they were very good. Kept me up to date with everything from start to finish and deliver was quick”

Helpful Report

Posted 6 years ago

“I ordered a product from wayfair, received a text from the delivery company 2 days later to say my item will be delivered between a 2 hour time slot, the slot goes by with no delivery made. I call wayfair and someone told me it was still out for delivery and would be with me by 8pm. (2 hours after my delivery slot closed). By this time wayfair were closed, so I called again on Saturday to find out what was happening, however this was pointless as all they could do was send an enquiry to the delivery company. I then had to wait for someone to contact me. Come Monday afternoon with no response I call for a 3rd time. They say there's still no response, I asked if there is not a contact number I can call myself to sort this out. Apparently not. I found an email address to email the company directly. I ask when my delivery will be made, they respond with it can be put out for delivery tomorrow (wednesday) 5 days after my delivery slot I had received! I said this was ridiculous as I would have expected it to be first thing Monday morning considering it should be delivered Friday afternoon. This should also not be the case for me to have to chase 5 times to even get an answer! The delivery company then come back to me at 12.22pm saying it was out for delivery today (tueaday) and would be with me between 10.53am and 12.53pm, now dont get me wrong but for someone to email you 30 minutes towards the END of your time slot is ridiculous, therefore I wasn't in. I then get a call to say my delivery had been left outside my door. I rush home to make sure my daughter's cot that I had ordered got brought inside. Shock after all the hassle I had received just from getting the orders it was then dented. After all the hassle and the fact the cot was dented, I immediately rang and wanted a refund as this was beyond ridiculous now. Would never use again.”

Helpful Report

Posted 6 years ago

“There delivery service and collection is ridiculous. Your expected to wait all day for delivery no time slots or preferred day. If companies like dpd/Hermes are used u can actually get a time slot ..so y not use them . Also so crazy they way u need to pay £10 to return goods when your are buying them online and not being able to see them in the flesh”

Helpful Report

Posted 6 years ago

“Was charged £9.99 to return a rug when the rug was the poorest of quality and nothing like the picture”

Helpful Report

Posted 6 years ago

“Be very careful once u get their credit card. My bill is due on the 1st. When u pay over the phone the recording states it could take up to 24 hours to reflect on your account. That is not true. It take 4-7 days leaving u with a late fee. Happened several times b4 I caught on. Guess that is their way of collecting extra money from their customers. That's cheating,stealing and lowering your customers credit rating when they think they r paying their bills on time. Shame on you, Wayfair! Shame on you!”

Helpful Report

Posted 6 years ago

“im still waiting for my delivery NO contact … email says delivery two days ago!”

Helpful Report

Posted 6 years ago

“Supposed to have a wardrobe delivered today, got a text this morning to day it didn’t pass the checks! Called up and asked why and apparently there isn’t enough room on the van! Surely that isn’t my problem I have paid for the goods! Really unhappy with the service! Will not be using again”

Helpful Report

Posted 6 years ago

“Left my furniture in a heavy rain outside.”

Helpful Report

Posted 6 years ago

Wayfair is rated 1.5 based on 2,303 reviews