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

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

“Paid for bean bag. The item was shipped. The courier lost the item, it has not been delivered. Instead of apolofising and sending me an item again, wayfair launched investigstion making me wait additional week. Even not refunding me the money! What a horrible wxoerien e. Stay away, buy somehere else.”

Helpful Report

Posted 5 years ago

“Ordered a dining table and 6 chairs on 30th Sept. First delivery didn't turn up, delivery company said it never existed. Second delivery didn't turn up, Wayfair wanted 2 weeks to check! I said unacceptable, eventually they said it had been damaged. A third delivery was supposed to have been despatched Monday 11th Nov for delivery on 15th. No tracking info whatsoever on the shipping site so obviously never shipped or lost again!!! Disgusting service!!!!!!!”

Helpful Report

Posted 5 years ago

“i guess they expect you to just stay home until they decide to deliver it. just put your life on hold. my item has still not arrived and it was order on nov 4. don't expect your item to be delivered when they say it will..because it won't come. never again will i use wayfair. save yourself some disappointment and buy somewhere else.”

Helpful Report

Posted 5 years ago

“Ordered an item which should have arrived today. Given fake tracking number, had no way of finding out where my parcel was. Palmed off with excuses by someone on the phone who told me I'd receive a text with my time slot (how, without a valid tracking number?) Tried to blame DHL by claiming to be having problems with them. Quite happy to take your money but don't want to know when you don't receive your goods. My first order from Wayfair and it will definitely be my last.”

Helpful Report

Posted 5 years ago

“Bought a TV cabnit got delivered awful chips in corners cheep plywood would not buy ever again”

Helpful Report

Posted 5 years ago

“I ordered 2 glazed interior doors earlier this year, they are lovely and complete the look of the rooms. However I decided to order some for a holiday let apartment which I have. I have just painted them and was disgusted at the quality compared to the ones I had before. They are very roughly finished and one had a 2cm chunk missing, which I had to fill before painting and they required a proper, thorough sanding which the previous ones did not. Were they from a different supplier? if so they are definitely inferior.”

Helpful Report

Posted 5 years ago

“Absolutely shocking!!! Ordered a bunk bed for next day delivery, got a text the morning with my time slot, never showed up!!! Noone from wayfair could tell me where it was, couldn't talk to anyone from delivery company, waited another4 days and heard nothing, now having to wait for a refund until wayfair hear back from delivery company!!!!! Disgusting. Dont bother ordering if your package is being delivered by xdp!!!!!! Wouldn't even give 1 star.”

Helpful Report

Posted 5 years ago

“I red most the reviews and they look like same issue I have. I ordered shoe store bench haven't received yet as I am writing this review. The worst online shopping I ever come across. I'm not giving any star but you can't write the reviews. I'll never order anything else for them”

Helpful Report

Posted 5 years ago

“With cross country moves address mistakes happen. We thought we had changed over all our bank/credit cards/websites/ etc to our new address. Unfortunately one was missed. So all our hoped for items ended up at our old address. Wayfair customer service helped us set it right. They were patient and thorough. Yes it was a long wait as they verified it was correct before ending the call. The operator was friendly and chatty. They made the whole process as painless at possible.”

Helpful Report

Posted 5 years ago

“Wayfair customer service is good. You phone they answer promptly and seem to want to be genuinely helpful. But, the problem is the delivery company they use, in my case XDP. I realise they only do doorstep delivery, and, well, for London, most people are not on the ground floor. But that isn't the real problem. The delivery given by Wayfair are not the dates given by XDP. First delivery, they just rang any bell and handed over to someone else and left the chair in the communal hallway. I found it over 24 hours later. 2nd of another chair a week later, they rang my bell (ok that is progress) then I said please leave it in the hallway and I'll come down. I went down 2 minutes later, and no chair. No sign of the delivery van. Nothing. Gone. Awful -I assume he wanted me to come down and sign, but didn't say so. He probably thought, ok, I'll just leave and not wait. Easier I guess. The delivery company is bad. Maybe it is cheap for Wayfair, but it just gives a really poor image for Wayfair. Now I am not home tomorrow, so presumably I won't get the chair now for days. I called Wayfair and now 2 hours later and no one has called me back.”

Helpful Report

Posted 5 years ago

“I would not advise anyone to buy from this company, their delivery system is awful. The dates they provide are different to the dates their delivery company use. My chair was eventually delivered when I was out. The driver managed to stuff it in my porch, where it fell across the door. I then had to spend half-hour trying to push the box away from the porch door enough to gain access to open my front door. Fortunately, I'm quite slim, and though the box the chair was in was quite dented, due to the courier. My chair was OK”

Helpful Report

Posted 5 years ago

“I am currently dealing with wayfair after ordering a wardrobe from them and having only 2 boxes out of 3 delivered. We only discovered parts were missing after taking all the parts out of the box and beginning to build it. I contacted wayfair who then blamed DHL as apparently they sent out 3 boxes. I have contacted DHL who are also useless and have not been much help when clearly they have not delivered part of my order. Wayfair have now emailed saying it can be a further 10 days or more before they can resolve my missing box issue! And to make matters worse they say it takes even longer to send out another wardrobe they would rather not do that. I am disgusted I did not pay the money I paid to be let down like this, to have half an unbuilt wardrobe leaning against the wall and clothes everywhere with a one year old in the house is a massive inconvenience. The wait for correspondence gets longer each time. I will never order from wayfair again and be wary of Dhl as well.”

Helpful Report

Posted 5 years ago

“So I purchased a sofa bed from Wayfair for my mother in Law. It came promptly and as promised. However it turns out she purchased one unbeknownst to me and did not need it. She wanted a dinette set instead. So I called Wayfair the day after it arrived and informed them as such. The product was unopened in the original box and without any damage to the outside. The rep informed me that the policy was to charge me for the return shipping the since it was not damaged or defective. The cost, $85 and the rep was rigid and uncompromising regarding the policy and price, despite the fact that I ordered the aforementioned dinette. Amazon they are not, the dinette set is the last item I will buy from Wayfair. My wife was livid when I detailed this experience to her.”

Helpful Report

Posted 5 years ago

“One star is for the very helpful customer service. However, the returns process lets Wayfair down so much so that we definitely won't be ordering from them again. One pair of curtains returned and we had to pay £40 returns fee. Likewise, £40 to return a curtain pole! That was bad enough, but then, despite receiving an email confirming that the order was complete (i.e. the return had been received - that took a further email from me querying why their email said "order complete" when it was meant to be confirmation that the goods had been collected, before they said that meant that the goods had indeed been collected - no it doesn't, not in my world. Why couldn't it just say "goods collected"?) the refund was not made to our account until I sent them a copy of that confusing email, confirming that the carriers had collected the item. Thankfully the lovely lady in Customer Service was able to help and arrange a refund, although she did say "the carriers must have 'forgotten' to tell Wayfair that they had the goods!" What? Not our problem. So, to sum up ... VERY, very expensive returns costs, confusing emails, carriers who 'forget' they have the returns - all that means no more Wayfair for us. Pity.”

Helpful Report

Posted 5 years ago

“Can't get anything from this company that isn't damaged. Products are so poorly packaged, no wonder. I won't be ordering from here ever again. Customer service is good and responsive, but why go to the trouble and be disappointed over and over again?!”

Helpful Report

Posted 5 years ago

“Placed an order and it was scheduled for delivery. I received an email the day it was supposed to be delivered stating that it was now on back order and wouldn't be delivered for 3 weeks. I emailed them back with a read receipt attached to the email. I was alerted that the email was deleted without reading it. Did it again, same outcome. Shameful customer service. Just unbelievable. I cancelled the order and placed one with Amazon. I won't be shopping with Wayfair again and I shopped with them often and bought many things for our new house. I am just utterly disgusted with bad customer service from some companies.”

Helpful Report

Posted 5 years ago

“Fist time order, and was stated 2 day delivery and just go confirmation it won't be here for another 2-3 days. Seems like this is a common occurrence.”

Helpful Report

Posted 5 years ago

“I have never before had to deal with such a shoddy company as Wayfair. Ordered two recliner chairs on 22nd September and money was charged immediately to my credit card a total of over £400.00. Here we are November 1st having received one chair on Wednesday 29th October waiting for the chair to be returned. was of very poor quality and looked as though the pieces had been thrown in the box. The second chair has been cancelled or so they tell me but if I receive it to tell delivery to take it back as no longer want. Where is my refund got to wait 3 - 5 days before I see it on the credit card. They have even taken back the £42.00 compensation payment they gave me for all the hassle caused, supposedly due to moving warehouses. Would not deal with Wayfair again shoddy items, nobody seems to know what goes on as received several emails all advising different things. My advise don't buy anything from this company.”

Helpful Report

Posted 5 years ago

“Ordered a couch and was informed of the delivery date. They failed to deliver on this date. Numerous calls to customer support with promises of call backs that never came. In the end cancelled the order and now they have agreed to refund less a £50 return fee. They state this is the fee they are charging to return the item purchased from the courier company back themselves. So they are charging me a delivery return fee for an item I never received. Worst online shopping experience ever. Wayfair is one to be avoided.”

Helpful Report

Posted 5 years ago

“Possibly the worst experience i have ever received from any online company, 4 failed nondeliveries, promised call backs that never happen. groveling empty apologies that never get acted upon. do yourself a favour and never buy a thing from this company. They are a joke”

Helpful Report

Posted 5 years ago

Wayfair is rated 1.5 based on 2,300 reviews