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 would give them zero stars if possible. They cancelled their credit card out of nowhere. Received a message from them that was very cryptic (read the boards, found out that they had lost their financial backing). They provided no information that any changes would occur for ongoing payments. On payment date, couldn't find a method to pay. New financial backer, CITIGROUP is listed. No word from Wayfair that CITIGROUP is their new backer. Have NEVER paid my account late, NEVER. Couldn't locate any way to make a payment. Called and called. Transferred 5 times. By the time I reached the correct location to pay, guess what? "We are closed, please contact us on the next business day. Tuesday through Saturday calls are preferred as we are not as busy during these times." Charged late fee as a result. Called customer service on Tuesday. They can't help me she said. I stated, "I have never paid a single payment late, have purchase thousands of dollars worth of furnishings from you, never asked for a COVID-19 deferment and this is how you respond? Done with Wayfair. I will never, ever buy a single thing from them again.”

Helpful Report

Posted 4 years ago

“Terrible company. Ordered a sofa, was never delivered and even never despatched. Very happy that I received a refund. Never again.”

Helpful Report

Posted 4 years ago

“Wayfair sent me the wrong colored desk. Emailed them on 9/7/20 to request a replacement for the correct color and have the wrong desk picked up. Didn’t hear back from them at all. Called customer service on 9/11/20 to resolve the issue. I was told the item is now out of stock and won’t be back till possibly November. I waited for the desk to be available for 2 months and ordered it as soon as I got the notification that it was back in stock. Now I’ve been told that even though they made the mistake and shipped me the wrong item, I have to suffer the consequences and wait again to reorder it when/if it becomes available. They won’t automatically schedule the correct desk to be shipped once it’s back in stock. The rep I spoke with, Jane, was completely unapologetic and actually hung up on me without another word after I unhappily thanked her for scheduling pick up for the wrong desk. This was my first order from Wayfair and also the last.”

Helpful Report

Posted 4 years ago

“Be careful with this website, very poor service and misleading advertising, I purchased a lampshade, stated 1 day delivery and free delivery upon check out £5.99 for delivery was charged and I reluctantly paid for the one day delivery, Lamp arrived 6 days later My advice is try somewhere else”

Helpful Report

Posted 4 years ago

“Ordered a sofa and two chairs in May 2020, Wayfair changed the estimated delivery date 3 times. After many phone calls chasing it they emailed me to cancel the order in September. Very poor. Even though we are desperate for a suite I will NOT be ordering from Wayfair again!”

Helpful Report

Posted 4 years ago

“Ordered something in the middle of night and tried to cancel. Wayfair website says look for CANCEL ORDER button. No button exists. Called & emailed customer service. Wayfair says 'Item is already shipped' at 11 pm. Called back in morning and Wayfair says I will have to pay restocking fee. What a scammy way to run a company. Deny options to cancel, force shipping, charge restocking fee. That's their scam. Don't buy from these guys.”

Helpful Report

Posted 4 years ago

“I ordered a free standing closet organizer on 8/19, supposed to be here by 8/27. I called on 8/30 as there was no movement on my order. Customer service rep stated they would get me replacement. Got a notification that the my new order "shipped" on 9/5 and supposed to be here by the 10th. On 9/9, it changed to 9/11. I checked with FedEx, didnt have the product. I called to cancel, rep was nice and stated they would refund me. I got an email later from Wayfair crediting me but deducting the shipping, $65; had to call back again to get that corrected. Was told the previous rep had set up my refund as a return not a cancellation. I will have to recheck back in an hour to ensure they can refund me 100%. Ended up having to order from another company, now Im waiting for the product for another two weeks. Should have just stuck with Amazon. Never will i order anything from here again.”

Helpful Report

Posted 4 years ago

“Never have I experienced such an appalling service in my life. I ordered my original order 3 weeks ago which was delivered 4 days late, damaged and parts missing. I then spoke to Wayfair who said the replacements would be here on the 9th of September, I also called last week to ensure all was going ahead okay and confirmed missing items. Today I received the wrong parts and will continue to have no bed for a further week. My partners delivery ahs also been pushed back until October which will be 1 month late! Appalling service and will never buy from this company again.”

Helpful Report

Posted 4 years ago

“I placed my original order for a bed 3 weeks ago, this was delivered 4 days late, damaged and missing parts. I called up and was assured that my replacement parts would be here on the 9th of Sept, today they have arrived and are not the missing parts that I requested, this is now leaving me on my third week with no bed. I have never received a service like this in my life. I have been assured that I will receive a full new bed on Monday, which will be leaving me even longer without a bed. The only good thing I can say about this experience was how helpful the 2 customer service advisors were that I spoke this evening trying to help resolve the latest issue as fast as possible.”

Helpful Report

Posted 4 years ago

“I purchased a bed frame and paid for assembly. I ended uo with a no show on assembly, an injury requiring ongoing medical care doing it myself. Wayfair offers assembly via a 3rd party service who told me it was scheduled but never had anyone come. THEN bed came missing critical parts. I contacted Wayfair and was told replacements would ship in 2-3 days. I never heard from them again. Afyer 2-3 WEEKS, I asked them. They re-requested parts and said they'd ship in 2-3 days. This time I waited a week without hearing from them again. Then got told the same thing. It's been 6 weeks now and they say the same thing every time I contact them. I have now requested escalation to management 3x - all ignored - and requested my money back 2x - also ignored. Do not shop here.”

Helpful Report

Posted 4 years ago

“horrible horrible company, purchased a shed and handy builder 2 months ago, was billed on my credit card for the install that never happened. now calling them everyday but no body picks up. Time for the lawyer as this is fraud taking my money and no service provided. need someone to fix this asap . Calling and calling but on hold for days now.”

Helpful Report

Posted 4 years ago

“Been waiting for 5 months now. Wayfair keep giving a new delivety date then they change it a week or two before. Getting really fed up wtth them now. Thinking of cancelling”

Helpful Report

Posted 4 years ago

“Bad delivery. Piled everything on porch and left. Broke off feet on chair and they knew it but didnt tell me. Just drove off. Customer service gave lip service but no apology and no help until I called back numerous times and made a pest of myself. Totally not worth what I "saved" on the purchase. Not a reputable company.”

Helpful Report

Posted 4 years ago

“You are disgusting.”

Helpful Report

Posted 4 years ago

“So I looked on line for some patio furniture and found something that i liked on the Wayfair website. I never used them before, so I created an account and placed and order 3 weeks ago. I was supposed to get my things last Saturday and of course nothing was delivered. When I called Wayfair's customer service they stated that the driver tried to call me regarding a damaged box and did not make the delivery because he could not reach me. Meanwhile I never got a call or voicemail on my phone. So i rescheduled for today 9/4/20 and was basically waiting all day while I did stuff around the house. I just called Wayfair again and after a more thorough search of the system the rep told me that my order was lost. Needless to say when he asked if I wanted another order I said no and requested a refund. My guess is that their drivers are stealing shipments or the stuff is being stolen at the wearhouse. I will never use them again. I will never recommend them to anyone.”

Helpful Report

Posted 4 years ago

“There is something wrong with wayfair. They just can't deliver and for a delivery company that is a big problem. Ordered several items on finance a month ago and several items were cancelled unexpectedly and advised to reorder. I did but I am still awaiting on my refund. Barclays and wayfair are constantly blaming each other but I am still sitting on the full finance bill. Another order was for a table and only the table top was delivered. The legs have been lost!! They are sending out a replacement but we are looking at another month wait. Would i recommend wayfair? You be the judge.”

Helpful Report

Posted 4 years ago

“WayBad. That should deter you.”

Helpful Report

Posted 4 years ago

“Never order anything from Wayfair. They took full payment from our account and never released an order number or delivery of goods. Have needed to now contact credit card company to raise a dispute. We emailed Wayfair and were promised a response in Two days and never got a reply. We spoke to someone and they say that we need to contact our credit card company as they have no record of payment yet our card company account indicates payment was to Wayfair.”

Helpful Report

Posted 4 years ago

“I ordered a desk. Wayfair cancelled it saying “technical issues”. I saw the same desk on the website a week later. Wayfair said I could reorder it and then agreed to guarantee the original price (much lower than the new price that was now showing on the website). I reordered it but wayfair again cancelled it for “technical issues”. Wayfair then would not respond to my email asking why it had been cancelled again. I have seen an almost identical problem described in the reviews below. The desk is still showing on the wayfair website as available to buy..”

Helpful Report

Posted 4 years ago

“A number of issues occured with the most minor being product delivery taking 3 times (7 weeks) as long as originally indicated. The main issues was with customer service. An issue arose in which I was informed a supervisor was required to respond. Despite continual attempts ( 15 emails and 12 phone calls) never received a response despite multiple guaranties from company reps that I would be responded to in 48 hours. 3 months total. Kept all items in original packaging and decided to return as I couldn't get a response from management. I was then told the time elapsed exceeded the refund period. Eventually the order was refunded in full but the whole experience was beyond anything one could ever imagine from an established retailer.”

Helpful Report

Posted 4 years ago

Wayfair is rated 1.5 based on 2,301 reviews