Wayfair Reviews

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

1.5 Rating 2,302 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,302 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

“Screwed up my order, sold me stuff that wasn't in stock, hadn't even shipped anything well after the date it was supposed to have ARRIVED, and assigned me a "quote manager" that never did anything and I couldn't even get a hold of. Never ordering from here again.”

Helpful Report

Posted 7 years ago

“Placed an order early August Received damaged Asked for replacement with photos and full details Mid October received replacement and it’s only one item and it’s not even matching the colour with original items”

Helpful Report

Posted 7 years ago

“For weeks I am running after my refund, endless numerous emails and the customer service do not pocess the courtesy to reply to any of my complaints. The Service is more than poor to simply disregard that a refund is owed to me is just simply ignorant. That I will never order again from them goes without saying. I am contemplating involving the ombudsman to get my money back, but I am simply appalled that my correspondence wont even be acknowledged. Just another scam online company.”

Helpful Report

Posted 7 years ago

“Messed up my order and sent a bar stool instead of a chaise lounge. Told me my delivery would be here yesterday, took the day off work, waited all day still no order! Was promised it would arrive before 7pm still hadn't arrived and customer services was closed! Horrendous service! Second time I've ordered and it's the second time things have gone wrong!”

Helpful Report

Posted 7 years ago

“Upon reading other reviews here I am even less impressed by Wayfair than I originally was. I have requested 3 returns, I was told I would receive a separate email with further details on how to send the package, for each of the return requests, I have not received a single email so I am still unable to return the items. I then emailed their customer service helpline and have not had any response over a week later. I assume they make it incredibly difficult to return items so they do not have to refund your money. Sneaky tactics. I will not spend any more of my money at Wayfair. I will advise all my friends/family not to risk using Wayfair either.”

Helpful Report

Posted 7 years ago

“I went onto the website and ordered as described at 12foot 5 ins Christmas tree. The delivery was prompt and efficient thank you! However it was a different story when I opened it with my children huge disappointment and many tears; The tree was I guarantee no more than 4foot! 😤 I have sent 4 emails to Wayfair to request a collection and refund no reply as of yet!”

Helpful Report

Posted 7 years ago

“I bough a computer table from Wayfair recently. For nearly £200 I was hoping to get decent quality table. How wrong I was! Laminated panels are cr*p, laminate itself is very thin and have air bubbles under. Bits that looks like stainless steel on the picture - actually are cheap plastic. Hinges slams door against the table when closing them. Not a single good word. Packing was bad as well, external cardboard very thin and panels inside were rubbing against each other in transit. I would never buy from them again and after reading other people reviews - would not recommend it to anyone. Next time I would better go to flat pack store and buy something that I can look and feel before I buy, instead of trusting what was written on the Wayfair website. Also, Wayfair didn't allow to upload my negative review on their website!”

Helpful Report

Posted 7 years ago

“THIS HAS BEEN THE ABSOLUTE WORST COMPANY I HAVE EVER ORDERED FROM. My fiancé and I ordered a 6 person sauna, 6 weeks later it came in. We were so excited. I hired a couple of guys to assemble it for us. 30 mins into assembling they realized the instructions were missing, however they kept building. I sat outside with them googling YouTube videos trying to help them make sense of how to assemble this. SIX HOURS LATER, WITH SWEAT POURING OFF OF ALL OF US, THEY CAME TO A HAULT ONLY TO FIND OUT, PIECES WERE MISSING! WOW!!!! We contacted wayfair and also the company the sauna came from, Golden Design in California. Golden Design said there is nothing they could do for us because they only sell to companies such as wayfair, not directly to consumers. We were told by wayfair a replacement sauna would be in on a specific date (4 weeks) and also they will hire a team to come assemble it for us as well so we did not have to pay again for assembly. You guessed it, that didn't happen!!!! There are 6 boxes total. 4 of them were delivered at my house 5 weeks (1 week later than we were told). We contacted wayfair yet again to tell them about the other missing boxes, and there response was, "we have no idea where the missing boxes are, we will let you know as soon as we find something out!" Apparently they reordered the missing boxes because 1 week after (6weeks into the second process) they showed up on our doorstep from Canada. I then reached out to Shane McDonald and asked him when they were going to send guys out to assemble our sauna now that we have all of the pieces. He told us he was having a hard time finding anyone in our area to do so and asked if I could find someone. I did, they were going to charge $500. I emailed Shane this information, and no response for 2 days. I continued to email him and still nothing. I had the guys come to my home to install the second sauna, they started taking the boxes apart. The very last box, leaned up against my wall, was completely destroyed. Being hopeful we opened the box and were appalled at what we saw. As you can see in the pictures, the sauna was completely destroyed. The screw holes were so messed up that screws could not even go into them. There were chunks of wood missing (it looked as though it was stabbed by a fork lift.) The box was so dirty it stained my garage wall, that now needs painted. We looked carefully at the other pieces of wood and found damage to another piece of this sauna. It was cracked all the way down one side. I contacted Golden Design again to let them know what a horrible job Wayfair was doing, hopeful that this time they would be able to help us. Wow was I wrong. Steffen said, "you'll have to contact Wayfair because we are not responsible for any damages." I contacted wayfair again, this time being put on hold because managers were in a meeting. Finally I spoke with a manager. She informed me that I, the customer, would have to contact the delivery company THAT THEY HIRED to get my garage fixed back to its normal state. WOW, I AM SHOCKED THEY DONT TAKE RESPONSIBILITY FOR THEIR ACTIONS. THIS IS A COMPANY THEY CHOSE TO HIRE TO DELIVER THIS TO ME AND I HAVE TO SPEND MY TIME CONTACTING THEM. Now, 3 months after ordering our sauna, we are without a working sauna, we will never get back the hours we have spent on the phone and sending emails back. We, however, did manage to obtain a messed up wall in our garage and a ton of built up anger. We are currently in the process of getting the disaster in our garage cleaned up and a full refund. SAVE YOURSELF FROM THIS COMPANY. PLEASE SHARE THIS WITH YOUR FRIENDS AND FAMILY. YOU DO NOT WANT THIS HAPPENING TO YOU AS WELL!!!!!!!”

Wayfair 1 star review on 6th October 2017

Helpful Report

Posted 7 years ago

“an infuriating company to deal with. and i've not even placed an order - my review is valid since pre-sales is still very much a part of the experience. it's all very well having a nice looking website/mobile app, but if a company can't deliver the underlying service, there's a problem and people should know about it. the short version ... if you find something on their website you like, but it's out of stock, don't bother setting up an "in stock" email alert. go elsewhere. save yourself potential grievance. the stock status means nothing. .... so i wanted a recliner. and quickly. quite a challenge since the furniture industry works at such a glacial speed, sometimes taking months to get a piece of furniture from a supplier. wayfair looked to be the solution. i found a recliner i liked. while out of stock, it was back in stock 4th october, a week from the day. i sent an email asking how long it would take to ship once in stock. 4 days later ... 4 days! ... i get a reply saying 17 days to ship !!! but that fact alone didn't annoy me as much as they wouldn't offer an expedited option. i don't know why. i was just told bluntly, we don't offer that. so time passed. a day before the 4th october, i got an email saying this item had come in stock - and then right back out again as all stock was allocated to existing orders !!! stock will be back 4th december !!! this means wayfair knew full well, a week before 4th october that the stock coming in would only cover pending orders and there wouldn't be enough stock to allow new orders to be made. yet they still listed this recliner as coming in stock on the 4th october. for how long i don't know. could have been months. so i wasted a week waiting for this recliner to come in stock only to be told i had to wait another 2 months. i phoned up, annoyed. the customer service rep told me everything was fine. the chair was still coming in on the 4th, and would be available on the website to order. so the email was wrong. on the 4th october, the stock status switched to "in stock 4th december" ! thank you for this wayfair. here are the problems i think this company has: * not putting enough money into their business to provide a good experience for customers. 4 days to answer an email, 17 days to ship an order. if they are that busy, they should scale their business accordingly. and offer an expedited delivery option !!! * internal communication is poor. one customer service rep says one thing, another says something else. * inaccurate and sometimes just plain misleading stock status on website. * questionable supply times. they told me 6-8 weeks to get new stock in. another company that stocks this recliner quoted 2 weeks from supplier - as it was the base model - i.e. not custom made. this company gets a 1 star for wasting my time and having such an indifferent attitude to the service they provide. the recliner is question was: Boston Leather Layflat Recliner Chair”

Helpful Report

Posted 7 years ago

“I ordered a dresser and the first order was missing parts, so I emailed them and they sent the wrong parts again and the wrong color of wood. This went on four times! I still have not received the correct parts I needed, I gave up after giving them four chances!”

Helpful Report

Posted 7 years ago

“Terrible delivery service! Three times in a row now they have cancelled and not delivered my items”

Helpful Report

Posted 7 years ago

“Awful quality garden shed costing £649.99 only for two weeks later to drop down to £369.99 which is still expensive for what you get. Had to buy new felt as the felt supplied was thinner than paper and just tore and also had to buy extra sheets of plywood to strengthen the floor as the ply supplied wasn't strong enough. Cheap and nasty, stay well away.”

Helpful Report

Posted 7 years ago

“sorry hit wrong button - it was very good”

Helpful Report

Posted 7 years ago

“Wayfair DO NOT make it clear on their website that returns have to be paid for by the customer. I purchased 2 lights which, when they arrived, were nothing like the picture or description. They are ow under the bed, useless to me, as Wayfair want to charge me 5O% of the purchase price to return them. An utter disgrace and thus company need to be outed.”

Helpful Report

Posted 7 years ago

“I would never recommend anyone to order from this company. I was 7 months pregnant and ordered my moses basket and date emailed as when I will be recieving the moses basket and stand but nothing came so I rang and they said it's been dispatched and on its way. So I waited again. Then it got to 3weeks and nothing had come so I called again and they said we will 're order it so they did on a fast tracker delivery and it would get to me the next day. I really wanted this moses basket as it was perfect. Then nothing came I waited in all day and it ruined my day too being heavily pregnant was the worst part. So I rang again and this time demanded to speak to the manager as payment had been taken out of the account on the day I ordered it. The lady manager said she is really sorry blah blah and was going to send me it out first class and it would get to me this time and she would email the delivery company they recruit... Well she got a stand to me the next day but not the one i had ordered... Oh I cried and said i wanted a refund back asap and went to the local Mothercare to get a basket before baby was due the weekend.... Then they had the cheek to ask for the stand back once they had refunded the amount but I never did and gave it to charity instead...”

Helpful Report

Posted 7 years ago

“Ordered a wall mirror on July 30th. It was supposed to be delivered August 11th but they lost it. No compensation offered from customer service. They re-ordered another and I can only assume this one was lost too as there is no estimated delivery and customer service has ignored multiple emails. This is a $700 mirror. They've had my money for over a month. I have no mirror and no information as to the status.”

Helpful Report

Posted 7 years ago

“Ordered a table arrived Aug 16 no hardware here it is August 28 still no hardware they never heard of overnight”

Helpful Report

Posted 7 years ago

“no email confirmation of order. Waited for 8 days for an item that was supposed to be delivered the next day. It came and I only half my order- got a table with no Legs!! Disgusting service and i will never order from these guys again. Total joke. avoid, people”

Helpful Report

Posted 7 years ago

“Very poor quality goods, not worth anything like the asking price. Poor customer service”

Helpful Report

Posted 7 years ago

“Ordered Radius 3 Light Outdoor Flush Mount from wayfair via phone before placing order asked is that the price for three £79.00 the lady said she would find out, her reply was yes thats the price for three. the next day just one was delivered , phoned wayfair they said they would check but would have to email the warehouse and would let me know in 24hrs,no phone call to me.they tell me now the price is for one but ican return it at no cost to me or they could take £30 pounds of making £49 pounds. this product can be bought for£30 from direct lighting .”

Helpful Report

Posted 7 years ago

Wayfair is rated 1.5 based on 2,302 reviews