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

“i ordered a bed for my daughter who is starting uni.Got a delivery slot on Thursday but bed didn't turn up. No one rang me. I rang them the next day to be told it was lost. Then told they couldn't deliver till Monday. Was told I couldn't speak to manager till end of day as he was "so busy". Finally after 20 mins on phone, manager was found and he told me best he cld do was Sunday. Then on Friday we rang them to double check delivery address but out of the blue they told us it could be delivered in 10 mins. I ended up running to my daughter's flat-still no delivery. Another 2 hours wasted. Daughter still sleeping on floor. I rang them Sat to be told I'd get a call on Sat but no call came. Daughter rang to be told it will be delivered "some time next week but they couldn't say which day", she still on floor. Basically we drove 200 miles to set up my daughter in a new city and hours were wasted waiting around and on the phone just for the sake of a simple bed. We had a lot of other stuff to do too!! As a parent, I felt awful leaving my daughter without a bed. We had planned to help her assemble it but God knows where it is. This is a company that urgently needs to sort out communication between customer, call centre and delivery company. Meanwhile 1 customer is still on the floor.”

Helpful Report

Posted 5 years ago

“Sent for a picture expecting it to be ready to hang like the previous one we bought. turned out it was a print only requiring a frame. returned it as not what i wanted yet they kept 4.99 off my refund amount. No matter what their policy is, i regard this as fraud , will not use Wayfair ever again. Avoid them.”

Helpful Report

Posted 5 years ago

“I applied for their credit card, and it was a huge mistake! I got an email instantly that my credit has been checked from credit Karma, but I didn't get the 40$ off that it is promised on their website. I asked them to cancel my application because I only applied for the offer for this purchase and they didn't accept. A very unacceptable and unhelpful customer service, which I never suggest anyone trust this service. I talked with the manager, and he didn't solve the problem or even try to solve it. The only response they gave is they can't proceed; this is not a company I can ever order from again or suggest anyone do so.”

Helpful Report

Posted 5 years ago

“Great products, great prices, appalling delivery service. Delivery was supposed to be Peterborough items delivered to Leicester!!! Will never shop with Wayfair again.”

Helpful Report

Posted 5 years ago

“First experience buying from you won’t be buying again delivery due today Friday 23 rd August! Waited in all day nothing! Seemed to be processing from 5 am 10 hrs later still processing! Rang Wayfair to be fair the guy was ok, but with the bank holiday looming and I’m away back end of next week, I’m now told by Hermes the parcel is not small and too big and gave wait for a specialist courier absolutely furious and will be demanding a refund if my item is not with me by Tuesday, rest assured first and last purchase!”

Helpful Report

Posted 5 years ago

“Awful waited 5 days gave up in the end and asked for s refund customer service are not able to track where the goods. Maybe l was repeatedly told oh tomorrow but the console table never arrived nobody knew where it was the drivers do not communicate with anyone I go to work so l was not able to wait or dash between work and home l was told and the tracking also confined everyday it would arrive it never did the depot is only 100miles from where l live l gave up in the end and now l am waiting for my refund omg crazy”

Helpful Report

Posted 5 years ago

“Very poor customer service. I ordered 2 sofas one month back. When they delivered the sofa, one of the sofas was of the wrong color. After 10 days of the complaint, when they come to replace the wrong sofa, the replacement was also of the wrong color. I don't know how many days they will take now. I also had a bad experience in the past as well. I purchased a divider and when it reached me, it was already damaged.”

Helpful Report

Posted 5 years ago

“Mattress arrived damaged. A replacement was sent and it too was damaged. The bedroom set I ordered was delayed on 5 occasions over a two month period. I finally cancelled it because it still had yet to be shipped. Their customer service is helpful mostly because I assume they have had plenty of practice. I have to admit there is truth in advertising. Wayfair does indeed have just what you need. That is because you can never get it.”

Helpful Report

Posted 5 years ago

“My experience has been abysmal. An item I ordered took over a month to arrive - this was after I chased it up and then decided to cancel the item. They then delivered it!! I arranged to return the item - and over a month later am still doing so. They promised to collect the item on a specific prearranged date and I took the day off work. No-one arrived. The item is too big to leave elsewhere. Now they have apologised and asked that I arrange another date. WAYFAIR IS TERRIBLE. DON'T ORDER FROM THIS SITE.”

Helpful Report

Posted 5 years ago

“The delivery service is shocking, this is now the 2nd time their delivery is not as promised. I understand that traffic can big a big factor but you don't receive further updates only that they are late. The 1st time I used them they were late and when the delivery eventually arrived 5 hours later then their confirmed time I only received half of my ordered goods. Due to losing a day pay again I will not use this company again”

Helpful Report

Posted 5 years ago

“This is the worse purchase experience ever. Quality - First of all, I ordered a set of matching Chair, sofa and 2 loveseats. 3 out of 4 had problems. One had marks on the seat. The seam of the sofa already torn apart after a regular use of 2 weeks. one leg of a chair just won't fit. Not the worse nightmare, I also ordered a sofa bed at the same time. The delivery company broke the walls and door frames of 2 doors and left without letting us know. Wayfair tried to contact them for insurance coverage. But never get this resolved after 2 months already. Now they are telling me that there's nothing they can do about it and Wayfair is not responsible for the damage!! So, now we are stuck with the high damage at our cost with low quality furniture that we purchased. I don't recommend anyone to buy from them. It's very frustrating! That's not even the best word to describe the trouble.”

Helpful Report

Posted 5 years ago

“Delivered the wrong bed twice and only offered 10% off next purchase, embarrasing.”

Helpful Report

Posted 5 years ago

“Ordered a comforter that I saw on the website and it not what I saw when I got it. On the site it looked fluffy and dull and gorgeous but when I got it, I was scared to open it because the package was so small. I didn’t believe it was a comforter that I ordered. It was not the fluffy comforter I saw on the picture. I waited 48 hrs like the Ewp said to do. Got it on a Monday and Thursday it was still as flat. What I saw was not what I got. Very dissatisfied. Won’t be ordering bedding from there, especially if I have order what I see.”

Helpful Report

Posted 5 years ago

“Wayfair is just a drop shipper and has no real idea about the products that they sell. Also since they are just a drop shipper, they are completely out of the loop on shipping”

Helpful Report

Posted 5 years ago

“Ordered early June. Several emails sent with a delivery date, all followed by another saying there's a delay and no date can be given. Now it's mid August they say they can't get hold of their warehouse and it may be closed for the whole of august so my item "will probably" arrive mid September at the earliest. That's almost 4 months and it's still not guaranteed to arrive! This item is still showing in stock with no delivery issues on their website. I've lost trust and asked for a refund via PayPal. On par with Sports Direct as a valid company worth dealing with. Never again for me”

Helpful Report

Posted 5 years ago

“I ordered eight lampshades from Wayfair. They came in three separate deliveries and never at the time originally informed. Very inconvenient. In addition I purchased three lampshades at just under £70 each and they arrived with no fitting for the shade. The advert on Wayfair showed two images - one the shade and the other the fitting. They told me that the advert stated there was no fitting. This was true when I went through every bit of the small print - but why show the fitting as part of the advert. I now have to go out and buy the fittings before I can use these lampshades. I would not have purchased if I'd known and have now asked Wayfair to remove all my information from their database and informed them I never wish to receive another email from them, ever.”

Helpful Report

Posted 5 years ago

“DO NOT SHOP HERE - STORE CREDIT LOCK-IN, HIGH PRICE, SLOW SHIPPING, SLOW SUPPORT, SLOW WEBSITE. Wayfair will lock you into store credits when you cancel any item. Once they have your money, you aren't getting it back. Delivery deadlines are missed by miles and then missed AGAIN which is particularly frustrating if you've just moved house or need things ASAP. I'm still waiting for one item. Items are overpriced just check the same item on Amazon or in the Google shopping tab. The Wayfair website is also very slow. Support felt very 'copy and paste' and there is no service recovery plan. I will stick to Amazon when it comes to online shopping.”

Helpful Report

Posted 5 years ago

“Wayfair, they have a good customer skills. They answer queries and complaints very good. However I've given you 1 star due to the delivery company- XDP. I really feel for Wayfair they tried to sort them out but the delivery company kust ignore them. Sorry to say, I won't order an item from Wayfair again unless change the delivery company. If you are at home all the time, then you won't have an issue but it's a big 'No thanks' for those works during weekdays.”

Helpful Report

Posted 5 years ago

“If I could put 0 stars I would! What an awful service I have received, after ordering my bed a week ago, i would NEVER order from wayfair again! Parts missing meant I have slept on a mattress on the floor for a week. After receiving another bed (2boxes of beds in my small flat) I have found out the first bed was the correct parts but the wrong instructions! I’ve had 4 days of sitting at home for deliveries and collections. Compensation? 10% back, never been insulted more in my life.”

Helpful Report

Posted 5 years ago

“I ordered a bed that was to be delivered yesterday - i got a text saying bed being delivered 17.40-19.40 nothing arrived - tracking saying item now back in delivery site - i have spoken to 3 people this morning at Wayfair customer services and not one of them can confirm what has happened to my item or when it will be delivered - really poor customer service avoid like the plague if you don't want to have the same experience.”

Helpful Report

Posted 5 years ago

Wayfair is rated 1.5 based on 2,302 reviews