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

“The first order was delivered promptly. The last 2 have taken over 3 weeks. This is due t the delivery company XPD continuing to lose items. A desk and a TV cabinet both went missing. I saw it sitting at the delivery company for days so contacted Wayfair on both occasions once the delivery date had been missed. They put a 'specialist' team on the case to investigate. No explanation, just an email received saying items had been reordered. Wont bother ordering again.”

Helpful Report

Posted 5 years ago

“My orders have not arrived. There has been very little done to resolve this issue and no one interested in sorting this out in the customer services team. Apparently after careful investigation they came back with "why don't you try the neighbours". The neighbours do not have anything and customer services continue to say they cannot do anything to help. Its it delivery specialist job but they dont talk to anyone or indeed resolve anything. I would not recommend Wayfair for any future purposes. Their delivery partner DHL and their customer service have provided no positives to this experience. Just terrible from start to finish.”

Helpful Report

Posted 5 years ago

“I ordered 6 briana chairs as 3 sets of 2 in early Nov for Christmas. Original del of 18th Nov was changed by wayfair to a more 'secure' delivery option (that didnt go well!) and new date of 25th Nov. I tried to track delivery on the 25th but kept looping back to my order page on wayfair site. Contacted wayfair and they had lost/mis laid the chairs and needed time to investigate where they were. Few days later given del date of 4th Dec. Only 3 chairs arrived so again contacted Wayfair...I few days later I got a nicely worded email basically informing me as was an idiot as I had only ordered 3 chairs and that is what they delivered. I then sent the confirmation email I received from Wayfair saying they had my order which clearly stated 3 sets of 2....nothing but radio silence since then which is 4 days ago. I have now requested their complaints process as i want to make a formal complaint as currently I have paid for 6 chairs, received 3 and its currently unlikely that this will be resolved by the delivery solution specialists!”

Helpful Report

Posted 5 years ago

“Ordered an armchair 2 weeks ahead of a family gathering. The delivery date changed twice. Booked day off work for the 2nd delivery date and then 24hrs before it changed to the following Monday! So frustrating. I contacted Wayfair via Facebook Messenger to ask about delivery (there is only an 0800 number on their site to contact them through) and was told to just check my order online for updates. Had to cancel in the end. Such as a shame as the chair would have been perfect, but no use if you can't use it and have to keep booking days off that get changed. Useless!”

Helpful Report

Posted 5 years ago

“Ordered a bed for my son on 10/11/19. We have had four delivery dates and we still have no bed. I have beeen in contact with Wayfare, the staff are friendly, sympathetic and powerless to help. I will never buy from them again, it's an absolute joke.”

Helpful Report

Posted 5 years ago

“Ordered a desk and chair, both arrived on the stated days. No damage, the desks was very well packaged. Very pleased with both purchases and wayfairs service.”

Helpful Report

Posted 5 years ago

“I literally have no idea where my sofa is, when it will come (If ever) and now my children and elderly parents can look forward to sitting on the floor at Christmas. You could not make it up. I ordered 28/11 thinking of be ahead of the Christmas rush, and was given Black Friday as an excuse for the backlog. Its now 12/12. I told them there's no point having sales if you can't fulfil the orders! I'm really praying the goods will arrive because its too late now to find an alternative for the Christmas holidays. Customer service team are very professional and I've no idea how they do it amidst this very evident chaos. It us my first order from Wayfair, and I could not, in all good conscience, ever order from them again. This is traumatic! Every day my children ask me if it has arrived yet. How do I put a Christmas tree up in an empty room?!”

Helpful Report

Posted 5 years ago

“Rubbish!!! I've order a corner desk and a sofa from them . Is been pass about 3 weeks and didn't receive it . The corner desk is not on the stock anymore and the sofa got "lost " on delivery ... They took my money from the first second but they are not able to delivery the orders ... NEVER,EVER ORDER FROM THEM!!!”

Helpful Report

Posted 5 years ago

“So my first order was a saga. It went missing 3 times then eventually turned up, with an aggressive rude driver that left me with a front door i couldn't close as he refused to move it or remove it. Second order, naively thought it may come with a different company. How wrong. They refused to deliver but didn't tell me of Wayfair this. Then received a rude email from company. In the meantime Wayfair lied and said goods will have been faulty so that's why not delivered. Will post an update when they bother to return my emails”

Helpful Report

Posted 5 years ago

“Ordered a rug over 3 weeks now still not arrived estimated delivery was 2nd December today is 11th still not here. Upon raising concerns was inform delivery date is indicative this is misleading no firm confirmation can be given and tracking status remains the same for a week now. Ihave asked for a refund as I wanted this item for Christmas and doubtful that it will arrive. No response from their customer service team. It’s the first time I have ordered from Wayfair and will definitely be my last poor customer experience”

Helpful Report

Posted 5 years ago

“Free FedEx 2nd Day Delivery order placed on 12/3, it is now 12/10 no delivery! Called customer service and they could care less!!!”

Helpful Report

Posted 5 years ago

“My purchases have been on time,in damaged, and just what I ordered. This chair was easy for me to assemble by myself and without tools. It’s nice by my fireplace. Love it!”

Helpful Report

Posted 5 years ago

“I’ve had good experiences with Wayfair. 2 recliners, a sofa bed, tile, 4 accent chairs, and I guess that’s about all. Oh and a fireplace mantle. No problems with delivery time, damage in shipping, defective merchandise or anything else. I had no idea so many people upset with the company. I guess it’s a numbers game. Can’t be perfect 100% of the time.”

Helpful Report

Posted 5 years ago

“Rubbish service rubbish items and poor customer service”

Helpful Report

Posted 5 years ago

“Appalling service, dining table should have been delivered 3 weeks ago, 1st delivery date it went to wrong warehouse, 2nd delivery date, I received table legs only. Although very nice the customer services have told me to wait until courier has conducted a search as they appear to have lost the table top. Will never use this company again, still waiting and still no table.”

Helpful Report

Posted 5 years ago

“Hello , I just want to tell you my experience with this company. I did open wayfair credit account like a year ago , initially they gave me 2500$ so I did order some small kitchen supplies and I paid it back immediately after few days after my purchase, a week ago I ordered big amount items for 6,900$ for my new home kitchen set of fridge,microwave,stove and dishwasher. After completing the order I did received an email that my order has been canceled because my billing address is not matching what they had so I called Comenity Bank update it and also update it in wayfair site plus I phoned up wayfair so they’ve made three way call with the bank and verify the address is match after all this procedures , the lady on the phone from wayfair put me on the hold to re-order the items one more time after 30 min on the phone waiting she come back and she said we are so sorry we can’t complete the order because there is red flag on my account reason is I’ve changed my address and these order is large amount so if I like I can use different payment or credit card , so I’ve asked her that basically my 7,000$ card from Wayfair is useless and I can’t use the promotion for using it ? She said yes U can’t. This company is the worst in the history of internet shopping. I never heard of company giving you credit with their own card and you can’t use it . Pice of advice DON’T WAIST YOUR TIME WITH THIS COMPANY!!!”

Helpful Report

Posted 5 years ago

“Had ordered 2 rolls of wallpaper, when tried to order more, all went through the system. then received an generic email telling me that the wallpaper was no longer available, no apology or explanation. So now have to start the bathroom all over again. If they only had a few rolls should tell you.”

Helpful Report

Posted 5 years ago

“Ordered a tv stand £300 looks good but c'mon MFI will never be dead whilst makers of this item exist In crucial location no hole drilled for plug to locate in and afrer spending an hour on it. What to do now bet no one reads this”

Helpful Report

Posted 5 years ago

“I have never had such poor service! DO NOT TOUCH THIS COMPANY! I ordered wardrobe rails over four weeks ago and I’m still awaiting delivery despite 5 confirmed delivery dates, a myriad of phone calls, wasted days off work awaiting said delivery and still nothing. Meanwhile, they continue to have my £700! Total incompetence or scam? The only upside is they have a lovely Irish call centre where staff are very ‘understanding’. Again, never, order from this company!”

Helpful Report

Posted 5 years ago

“Really late delivery and lied to by customer service. Promised me delivery today but just got off with FedEx and it won’t happen until tomorrow or not. I have never encountered this bs!”

Helpful Report

Posted 5 years ago

Wayfair is rated 1.5 based on 2,303 reviews