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

“One of the worst companies out there. Ordered item on the basis of delivery on a certain day. Called the customer services and agent said delivery would take place on the said day. Day came and went and status still said 'Preparing for Shipping'. Cancelled order but an hour later, I received email claiming it was too late because item had shipped though wouldn't be delivered for another 24 hours. What a ghastly company. Never again!”

Helpful Report

Posted 6 years ago

“I ordered two rugs large size and after 4 days I received totally wrong sizes..sort of runners, 80 cm by 150 instead of 2 rugs 160 by 230. I called the company and explained and they said they are sorry, to dispose the runners and they will be sending new rugs. 3 days later i receive..guess what..the same two runners, again wrong size. I called them again and they realised the code on the website was incorrect hence receiving twice the wrong size. After a week, instead of getting the right size, I have been told that the size I am looking for is not in stock ( however, checking their website it was in stock but 3 times more expensive) and they apologise. Instead of giving a discount as they made me wait 3 weeks for some rugs, they lied saying the rugs are not in stock but i can actually see the rugs in stock on a much higher price.”

Helpful Report

Posted 6 years ago

“10 days waiting for a sofa bed now. Our friends had to sleep on the floor! Everyday we are receiving and email saying that driver couldnt deliver but we have been at homw, and no one has ring the bell, or contact us or left a calling card. Wayfair customer services are just copying/pasting same email basically telling us item will come next day, then nothing happens again. We hope you give us a refund because at the moment this is a theft!!!!!”

Helpful Report

Posted 6 years ago

“I buy some stuff, and they cancelled everything, to prevent is a fraud, ridiculous, if is like this will lose all the customers.”

Helpful Report

Posted 6 years ago

“Wayfair (1) sends a customer confirmation that an order ships with tracking number. Fed Ex (is sorry) doesn't deliver on time and calling Fed Ex gives customers zero assurance of when the product will be delivered. Then Wayfair (2) has no customer support, an email address or live chat to ask that Wayfair penalize Fed Ex for not delivering as promised. This is the first time I have ordered from Wayfair AND the last. Order No. 3034390069 6/12/19”

Helpful Report

Posted 6 years ago

“Received the wrong sized picture frame I didn't receive a email informing me when the item would arrive. After a call to wayfair they claimed they didn't have my email address. I have found it impossible to return the item. I phoned and was told to return it to cost cutter 1.9 miles away from me. I took it there and was told by the propiter they didn't deal with wayfair parcels.... lesson learnt I will never order anything from Wayfair again !!!!!!!!!!😡”

Helpful Report

Posted 6 years ago

“Purchased a summer house in November 2018 , when it arrived it was damaged and very wet .I contacted and informed and they said that if it could be repaired go-ahead would not affect warranty , contacted Wayfair in April 2019 and sent in photos showing summer house falling apart and splitting was offered at the time a credit of 300-00 and parts supplied to replace damaged sections. I used the credit still with them as I thought they had been very fair. Today I found out that they had cancelled all replacement parts required , when I rang they said because I had received the credit I wasn't entitled to the parts due to the Supplier Mercier Product stating that the fact the summer house had been repaired my warranty was void . It was Wayfair whom asked us to do it if we were happy to go ahead, the section repaired had nothing to do with the doors and s section splitting and missing handles I will never buy from this company again, instead of one person trying to sort I must have had 8 persons no wander no one knows what the others have said , did ask them to listen to their recordings as everyone is recorded as informed at the start of the phone call and I never got an answer.”

Helpful Report

Posted 6 years ago

“Shockingly inefficient Ordered 4 items to be told they would be delivered on 3 seperate ESTIMATED days to an empty rental property. Not acceptable I cant sit in an empty property for 3 estimated days.”

Helpful Report

Posted 6 years ago

“Very poor Description almost never match their actual product”

Helpful Report

Posted 6 years ago

“Paid a very high price for basically a PLASTIC planter and it didn’t fit together and I actually paid over $400 for four plastic planters that I could have gotten for $20 bucks each if Walmart had them you get sucked in and I’m gullible anyway no more wayfair games for me I’m done now hopefully THIS review won’t send me a BUNCH”

Helpful Report

Posted 6 years ago

“Purchased 2 duvet sets ...both nothing like colours advertised ....thought I was buying 144 Thread count cotton...when it came 50% polyester 50% cotton...sent these back ...costing me £10 in postage ...what a cheek...would never buy from these again ....no stars at all”

Helpful Report

Posted 6 years ago

“Ordered a bed- got a text saying it will come that day, with a time slot. The bed never came. Called customer service- no help. No one could tell me where my order was and the tracking did not make sense. 2 DAYS LATER- the bed comes. MISSING THE HEAD BOARD. Absolutely fuming as my partner had to wait in for 3 days straight in case it came, DO NOT ORDER FROM HERE!”

Helpful Report

Posted 6 years ago

“I’ve ordered sideboard on 22/05 delivered on 24/05, delivery was not completed, one box with fronts where missing. Wayfair customer service informed me that missing parts will be sent but estimate delivery is 13/06, 20 days later than it should be delivered! And I am still waiting with partly fixed side board in my living room. I was informed that ‘We have a large number of warehouses and unfortunately cannot get products or parts issued out faster than what the warehouse estimates. Your parts will defiantly ship in the next 2 weeks’ For some reason they call it ‘replacement parts’ but this is not replacement if it was never delivered.”

Helpful Report

Posted 6 years ago

“Terrible Delivery service my order has been delivered in dribs and Drabs and is still not complete. Boxes damaged. I have requested a refund and will not order from them again.”

Helpful Report

Posted 6 years ago

“I wish I had read the reviews before purchasing from wayfair regarding delivery. Ordered a tv unit 1 of 3 boxes arrived...to cut a long story short 2 of 3 boxes had now arrived, delivery is in dribs and Drabs and without warning... still waiting on the third box. Boxes all roughed up like they have been handled with no care at all some are ripped at the edges. Decided to ask for a refund which I hope they will process quickly. They are a joke. Save yourself the stress and order elsewhere. The Only Positive is the staff on the Phone are Polite and apologetic.”

Helpful Report

Posted 6 years ago

“Order should have arrived 10days ago.... Still looking into it.... Meanwhile we have no mattress..... Will not recommend to anyone.... In fact will actively discourage work colleagues and friends”

Helpful Report

Posted 6 years ago

“I purchased a wicker laundry basket. It was of inferior quality do returned it and cost me £4.99 to do this. Wayfair refused to refund me my postage. Won't use Wayfair again.”

Helpful Report

Posted 6 years ago

“The items look nice but when you get them the parts don’t fit together on 2 occasions I have had parts that are either the wrong way round or holes drilled in the wrong place - when you call them they will give you a refund or exchange but they don’t apologise or offer any compensation for the time you have spent trying to put together something that’s impossible to do - steer clear from this company the furniture is mass produced cheaply and sold on for mass profit”

Helpful Report

Posted 6 years ago

“Ordered multiple items and most took alot longer than delivery date stated. Then one item arrived looked nothing like the original photo and company wouldn't help with the collection of a large item dispite my offering to pay for the costs. I was inundated with emails when items were delayed and the whole thing was a massive pain in the neck. Wouldn't recommend using them at all.”

Helpful Report

Posted 6 years ago

“I have made several purchases recently from Wayfair and have found that Wayfair have been unable to deliver some of the items we have ordered mainly due to the courier company Hermes who have returned the items to you without trying to deliver them first. I have contacted Wayfair customer service on 5 occasions and tried to get the items refunded, I have met with resistance to this and in my last phone call with a customer services manager whose name is ‘Ben’ I have been informed that he would not agree to refund me despite the items being returned to him over 10 days ago. He would not agree to speak to me as I had told him I was about to take legal action against Wayfair and he made no effort to reasonably resolve the issue. I am owed £22.98 for the order 2962149354. I have tried now on 5 occasions to get this money refunded and have failed. Ben and his colleague Connor have told me that I need to wait 5 days for this to be ‘processed’ and that they could not confirm to me that I would be refunded – I am not waiting a further 5 days for the refund as I see this as an unreasonable delay to an already delayed refund.”

Helpful Report

Posted 6 years ago

Wayfair is rated 1.5 based on 2,302 reviews