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

“company over the course of the past few years but they have since descended into a bunch of uncaring, unsupportive and selfish liars. We ordered a new sofa suite from them in early April and due to on site renovations were assured these items would not arrive until early May (as requested) or at the earliest the 25th April. Have the screen print of these dates from their website and subsequent conversation at sale. A few days later we were notified that one of the sofas would be delivered, on the very day our front porch, door and hallway was booked to be painted. They cared nothing that 1, they were delivering weeks prior to the agreement or 2, about our pre-booked (5 months prior) decorators...they were delivering the larger sofa and that was it! We had to cancel the decorator (£300 cost to us) for another day as you can't bring a new sofa through areas of wet paint. Sofa was royally dumped on the porch, delivery guys stating they're not permitted to do anything other than a 'doorstop'delivery. When we tried to complain we were repeatedly refused a complaints form or any directive how to complain, only told our 'feedback would be passed on and we would not be told the outcome as it was an internal matter!!?? Consistently refused any redress. As punishment for 'complaining' the second part of the new sofa suite was not delivered for another 5+ weeks. When we challenged this we were told we could always cancel the order if NOT HAPPY. So they actually suggested we cancel 50% of a matching suite! Simply spiteful!! I have waited a few weeks now to submit my review because given the other horror stories I've read in recent weeks I wouldn't have put it past Wayfair to have cancelled the outstanding sofa just to spite us because we had the audacity to complain. When we moved to our new home 7 years ago we spent a small fortune with Wayfair, from lights to mirror's to small furniture, soft furnishings etc etc and this is how they treated loyal customers!! WOW!! Avoid this company and cancel any accounts you have with them. SIMPLY EVIL & SPITEFUL People”

Helpful Report

Posted 3 years ago

“Very disappointed experience with this company. I had a big issue with my last order, and then I had been given 10% promo code for my next order. Unfortunately due to the lockdown it’s expired. I called them to ask for reactive the code, but they rejected it straightaway!? It’s definitely not kind of “we are sorry for the inconvenience we made for you voucher”, it’s more like “we will give you another bad experience voucher”!!”

Helpful Report

Posted 3 years ago

“Do not order from this company total shambles, deliveries get sent to wrong addresses and drivers allowed to sign FRAUDULENTLY and not a thing is done to ammend their incompetance they cant even reply to emails. My order was left outside a different address in a different street the driver signed it in my name it took me 4 days to locate my items, no apologies or anything.. items being returned, id rather shop elsewhere!!!”

Helpful Report

Posted 3 years ago

“Terrible customer service… wrong item replaced with damaged item had to have time off work to go home for unexpected delivery”

Helpful Report

Posted 3 years ago

“I will never order from here again. I could have easily purchased my items at Walmart or on Amazon by now. I received an email and that’s how I got sucked in. I do not recommend using them. It’s deceiving that they show an almost perfect review score with their delivery process. It doesn’t make sense. Just don’t do it. Use Amazon, it’s a sure thing as opposed to this.”

Helpful Report

Posted 3 years ago

“Just received the Sova wall clock. Very disappointed with the size. Feel like the size on the website is not a true reflection of the actual size. Feel very deceived. Will have to now pay to send it back as it just looks lost on my lounge wall. Begrudge paying postage.”

Helpful Report

Posted 3 years ago

“Unbelievable!...garden furniture bought 30/4 'with delivery slot 4/5.Nothing, randomly rescheduled for a few days later, nothing. Another random message of new dates, still nothing! People do work and can't organise neighbours etc to sit day after day and wait for these items that never arrives. Do their products actually exist or is this whole site a total scam? Don't bother, plenty of other good companies out there. Zero stars if possible.”

Helpful Report

Posted 3 years ago

“I loved wayfair. Till I did not receive its. And was forced to pay for things I never received. I'm pissed. Off. I have a credit card with them which I will be closing. They will not work with me. So I'm left paying for thing I never received. I'm a senior. And don't have alot of money. I will never ever order from them again”

Helpful Report

Posted 3 years ago

“I bought a storage box and it was dreadful quality - cheap and nasty”

Helpful Report

Posted 3 years ago

“If you are buying from this site because they have good cashback on TopCashback site, don't bother. We spent over £600 on a new bed and mattress, only to have our £27 cashback declined.”

Helpful Report

Posted 3 years ago

“What a joke of a delivery company you use. I want a refund and will never use this company ever again as hear you only use xdp. Three days my table was being delivered and on third day have a random picture of delivery drivers phone charger!! Shame on you wayfair for such poor customer service and yes it does fall on you as you only use this company and need to loom at the reviews for them as does not look good. You chose to carry on using them then it definitely falls on you guys. Refund ASAP please”

Helpful Report

Posted 3 years ago

“It is no difference than every review on it. I regret every penny I spent with Wayfair. If you want to have a difficult life, then please proceed. First time customer being thrown under the bus... not fun.”

Helpful Report

Posted 3 years ago

“The delivery service is god awful. Had two deliveries cancelled ON THE DAY. Then I update the delivery address (I got confirmation it had been updated) and on the third delivery they deliver it to the previous address I had, not the updated one.”

Helpful Report

Posted 3 years ago

“Totally useless!”

Helpful Report

Posted 3 years ago

“This review is mostly because of a recent issue I’ve encountered with them. Right before Mother’s Day weekend at that.. If you are like more than half of America and shop on your iPhone, don’t you dare think about actually “buying” anything on it. Most recently I made a purchase totaling to $397-ish with shipping included. When I was in the check/out stage I would try to submit my payment and get error messages saying to call my financial institution basically insinuating my card wouldn’t go through. This would confuse most people as we know as the shoppers we wouldn’t be shopping unless we had enough money to pay for what we are buying right?! Anyway… Little did I know, every time I got this message and tried to pay again, the charge was actually going through to my bank! Every time! I’m sure you can see where this is going.. if you had enough money in the bank to cover multiple charges like that THEY WERE ACTUALLY GOING THROUGH and you could see them in pending charges. I called the same night and the Customer Service Rep. had the audacity to tell me they know about this and us people with “iPhones” are the rare ones having this problem.. who knew having an iPhone made me rare and so lucky?!! Long story short she assured me the would would fall off because there’s no real order stuck to them and give it 2 days. I wasn’t happy but I did.. I actually gave it 4 and guess what?!! Not only were they still there.. the new rep. told me the first rep. never did her part like she said she would where she would submit it to Finance!!!! We are 1 week later and they are still there.. What I find the most infuriating is they are well aware of this issue.. clearly.. like WELL AWARE and have absolutely NO DISCLAIMERS ON THEIR site.. not one. They just let it happen to people and tell you it’s a silly tech issue for iPhone users who buy things on their phone. Like it’s your fault for shopping on their site with your iPhone. Do yourselves a favor.. Do not buy ANYTHING if you are an iPhone user.. unless you are so rich you wouldn’t care or even notice hundreds of dollars tying up your bank account.”

Helpful Report

Posted 3 years ago

“Dreadful and dishonest. Purchased a tv stand online £54.99 and wayfair gave a delivery date , it never came , they gave another delivery date, in fact they gave four delivery dates and it NEVER ARRIVED . Phoned and i was told "its not in stock!! contrary to it being live and advertised even now!! Cancelled the order when told" it may come in we are not sure". It is still advertised now but guess what IT'S £125. I wonder the price has gone up even though they are NOT IN STOCK BUT ADVERTISED AS FOR SALE??!! Never again deal with this lying cheating crew .”

Helpful Report

Posted 3 years ago

“Absolute joke We paid £50 for the handyman service they supply , he turned up with no tools so therefore could not do the job. Despite numerous emails and calls promising us a refund we have still not received it 6 weeks later. Avoid at all costs how can a company use this service and where else do you pay for a service and it doesn't happen but your money still gets taken, absolute scam”

Helpful Report

Posted 3 years ago

“Got a Christmas tree said it was 6 and half height it was not. It was not even 5 ft. And bought a tv stand screw was off. Never will buy again”

Helpful Report

Posted 3 years ago

“Ordered a patio set during their Way Day sale. Waited almost 2 weeks for this freaking company to tell me, “it’s on back order until November!” Like are you kidding me! I have spent a lot of money with WayFair! I will NEVER order anything else from this company again!!!!!”

Helpful Report

Posted 3 years ago

“This company sells really cheap junk from China and it arrives in a million pieces. Assembly is a nightmare if you are fortunate enough to receive all of the components you need to put it all together! Everything arrives late, missing pieces or boxes damaged in shipping. You are forced to pay to return it even if parts are missing. I will NEVER DO BUSINESS with Wayfair again!”

Helpful Report

Posted 3 years ago

Wayfair is rated 1.5 based on 2,303 reviews