Wayfair Reviews

Name: Wayfair
Address: Wayfair Stores Ltd, 78 New Oxford St, London
Rating: 1.50

1.5 Rating 2,298 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,298 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

“After waiting 3 months for our furniture to arrive “ that was in stock “ it arrives a day late to the arrival time. With only 1 box out of 5. After watching the delivery driver drag it across the ground up to my front door. I open the box to find the pieces of the bottom of the box damaged. And scuffs on other pieces from loading it into the box. The paint work on some of the pieces also look like they where done by my 2 year old son. Very disappointed.”

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Posted 5 years ago

“What a terrible company, I returned an item worth over a £1000 well over two weeks ago and still haven't received a refund. I feel I have been robbed! Avoid this company”

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Posted 5 years ago

“Didn’t deliver my item they refused to refund. Disgusting customer service”

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Posted 5 years ago

“Ordered a hot tub on 4/4/20, delivery was supposed to be 21/4/20, which is today! checked my account page on Wayfair web page, delivery is 'delayed' until July 2020!! which is really bad so i called them, and the guy said maybe end of May! but advised me to look elsewhere, so that tells you something, don't use Wayfair, they don't hold the stock it's the supplier's that do so the info on their website is probably wrong!!”

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Posted 5 years ago

“Very disappointed with service. Ordered bed, bed had to arrive in 3 seperate orders. The first part arrived then the next day the second part arrived, however the third part never arrived so was unable to make bed. TWO weeks later they finally order a replacement. Very slow at resolving the issue. Have been told in 3 days time it will arrive but not feeling very confident”

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Posted 5 years ago

“What a shocking company I ordered a bin at the end of March it never arrived after being given 3 separate delivery dates! So I requested a refund and I am still waiting 2 weeks later!! DO NOT USE this company”

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Posted 5 years ago

“Beware of wayfair “clearance” items because I doubt that they actually exist, recently they accepted my payment for a so called clearance sofa then 4 days later simply cancelled the order and expect me to now pay full price for the same item that is still available to buy. No apologies no explanation not even an email Very poor customer service on the telephone when I called to complain from a operator that talked to me like it was them doing me a favour. Stay clear this is sharp business practice”

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Posted 5 years ago

“Placed an order for a wardrobe 8 March 2020 and was told it would arrival on or before 24th April now the website it’s showing the product has been delayed. It’s a joke. Poor customer service never purchasing item again for this website”

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Posted 5 years ago

“The bed i ordered was fine, it was the shocking delivery and recovery of that was unacceptable. Placing my order was fine however I was due to receive my order 3 days after ordering it, however due to the delivery company XDP not delivering it (despite recording it as delivered) I have to call Wayfair 4 times in order for them to track my order, after which I was told I would have to wait a further 2 weeks before receiving my order as they wanted to track my initial order first”

Helpful Report

Posted 5 years ago

“Poor Communications, I purchased a Green Greenhouse March 29, 2020. Website said arrival April 3rd. I called on April 1st to ask if i can leave the garage door open due to social distancing and have it dropped off in the garage. The rep stated it was being shipped out that evening and i would need to call UPS and make the request. I called Wayfair on the 10th as to where is my order. Way-fair rep then then stated they were out of stock in the Green Color and they would put a request in with the vendor to as when it will be back in stock and have a rep call me back with an update. " That never happened" On Saturday the 11th of April I noticed they had it in stock in silver, I then called Wayfair and was told by the rep they have 30 in stock in the silver color. I ask if i can change my order to silver cause i really didn't care about the color. He then told me that it may complicated things because they already have a request in to the vendor as to when the green one will be back in stock, and that I should check back on Monday the 13th for an update. I called on the Monday the 13th and was advised they only have 7 left in stock because companies like Amazon also pull from the same vendor. So i asked if i can change my order to one of the seven they have in stock, the rep then canceled my order and placed a new order for a silver Greenhouse. I check the website for an update that evening and it stated that both my orders had been canceled. I then call Wayfair back to ask what happened that my order was showing canceled to which she stated that they no longer have any in stock. I explain that i placed my order in March 29 they had 30 in stock over the weekend and 7 when i called earlier that day and placed my order she offered no apology and said we have lots of people buying from us and there is nothing they can do. Bad Business practices..I would never order anything from them again, If it weren't for me calling them i would have been waiting forever for my order.”

Helpful Report

Posted 5 years ago

“At first i orderd a 2 person spa and got their credit card and paid $1500 and then the rest on another card. they cancelled the order so i called and they redid the order and then that one also got cancelled, i called and finally got sent to me. when i checked my non wayfair card it was charged twice. I call them again i found out it was credited back to my wayfair card and that they would straiten it out. finally after 6 months they have it fixed so i can pay them. So i decided to buy something else and ordered it. NOW they have cancelled the order because of inconstancy on my account that they caused and say i have to call them to get it and to call ahead before placing the order BS. i will never order from them again ever!!!!!!”

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Posted 5 years ago

“Never dealt with such a awful company. My advice if you want to order something do so. But just flick through the calendar and guess a delivery date.”

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Posted 5 years ago

“Ordered a king bed ,took 7 weeks to arrive, very poor quality materials, would not deal with them again . IKEA far better service and materials in their build quality”

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Posted 5 years ago

“Ordered a shelf unit 2 weeks ago. Chased up delivery with them. They sent me email saying would definitely be delivered yesterday. Waited all day. No delivery. Rang today. They said was at DHL depot and it was their responsibility to deliver on time!. Rang DHL who checked and said they hadn't received product from Wayfair yet. Will not be buying from Wayfair again.”

Helpful Report

Posted 5 years ago

“I'd leave no start if I could. First time buying from Wayfair. Ordered a single bed frame and mattress for my 3 year old on the 1st of April. Bed frame showed up on time. The mattress however still hasn't arrived. I called them yesterday to be told it would take 24 hours to get back to me. So this morning I received an email to say Wayfair had "ordered" us another one and another week added on to the estimated delivery day!!! This is a next day delivery item and I should have had this 2 weeks ago I told them yesterday they should be sending it out from themselves again on next day delivery and locating the the missing parcel with the courier. The bed frame is poor quality hand painted with brush bristles stuck to it and feels very flimsy. They ladies I have dealt with on the phone have been very nice and polite I know it isn't their fault these things happen. So they get the one start. Im supprised I really thought this was a good higher end quality company. I'll avoid ordering again. Lorraine id stop advertising this company love”

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Posted 5 years ago

“The driver turned up then said my item wasn’t on the van, I rang up and wayfair told me it would be despatched the next day, I then got an email to say I had signed for the item. I am disgusted that with all that’s going on another human being would behave like this and lie. I’m a key worker and the tv unit was my little treat”

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Posted 5 years ago

“I would mark zero if I could!! I ordered two mattresses, paid in full on the 24th March, was told the courier couldn’t find me, then I wasn’t in, last night was told delivery would happen today! Again no! I have contacted wayfair at least five times by phone and email, and each time advised it was sorted, and delivery would be next day. I have now asked for refund, but so far only one mattress is being refunded as the other one has gone missing. Very poor service, would definitely not recommend them.”

Helpful Report

Posted 5 years ago

“We ordered a glider bench (wooden) from Wayfair costing £153.99 Delivery was first class and the product actually arrived early. Unfortunately the quality of wood used is very poor. The varnish used has been applied very badly and there are streaks and drips everywhere. It said no tools were required but I needed a drill and drillbits to enlarge one of the holes because The bolt was too big for the hole. No Allen key came with the product even though the contents said it would so I had to use my own Allen keys. One hole wasn’t deep enough to put one of the screws in so I had to drill that out too. The instructions also stated that you didn’t need a hammer, but I did because the hole did not all match up with the lug in one case so I had to hammer it into into place using a mallet. There were scratches and marks on the wood in various parts. There are rough edges and there are also splinters which I’ve had to rub down to remove. I have photographs if anybody would like to see them. Once assembled, the product functions well but the finish quality is dreadful. Very disappointed.”

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Posted 5 years ago

“Really good”

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Posted 5 years ago

“Common thread seems to be happening here... First ever order I placed, TV unit arrived & was beautiful when put together. Ordered a rug at the same time...that went missing. Reordered then rug & a whole 28 days after I paid for my item, it suddenly turned up with no dispatch email. Put this down to bad luck. Second order - first part arrived promptly & once again looks lovely. Second half of the order is now ‘delayed’ with no real explanation or indication on whether I’ll receive it or not. Wayfair still have my money... Once bitten, twice shy. I’ll not be ordering from here again.”

Helpful Report

Posted 5 years ago

Wayfair is rated 1.5 based on 2,298 reviews