Wayfair Reviews

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

1.5 Rating 2,301 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,301 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

“Good luck getting a refund! I sent back an item I dident even open as it was wrong one I ordered!After I arranged a return through them heard nothing back to say my refund had been processed! Once I chased it up myself got told they knew nothing and would refund me asap! Only to receive partial refund the next day!! Seriously unbelievable.”

Helpful Report

Posted 3 years ago

“Refuses to refund stating the item is custom. Manufacturer states that it is not custom by any means. Wayfair does not care.”

Helpful Report

Posted 3 years ago

“When I had a bed delivered by Wayfair the delivery man who brought it into my house asked me a lot of questions about the spelling of my name etc. claiming it was for the paperwork, two hours later he had found my Instagram account and sent me a very inappropriate message. Not to mention the parts for the bed were damaged AND I had ordered a king size bed but they sent me a double (which I waited a month to arrive). Terrible service.”

Helpful Report

Posted 3 years ago

“rubbish mattress---rubbish response to complaint----rubbish excuse for not doing anything about it----said I should have reported it within a set time but it failed outside the set time and as pensioners can not afford to buy something and throw it away when it is faulty -----do not take any notice of their excuses”

Helpful Report

Posted 3 years ago

“Delivery pushed back 4 months and cannot cancel Wayfair is falsely advertising availability, breaking contracts, and refuses to cancel the order. They are a dishonest company that misleads customers and fails to honor the deals they make. In our case, we ordered a table and chairs on 28 February to be delivered in early March. This was pushed back to late April, but that date was pushed back to mid June. Who knows - perhaps they will push it to September, or next year, or never. The chairs came on time (in March), and they won't take them back until everything is delivered (in June, maybe). So you cannot cancel or return until everything has been delivered. This is cheating the customer, and we will never, ever purchase from Wayfair again.”

Helpful Report

Posted 3 years ago

“Ordered a bedside table on 20th March it was delivered on 31st March when I opened the packaging the top had a scratch right across it. Tried to arrange for it to be returned but when I went onto the site the item looked as if it was still waiting to be delivered so I could not arrange for the return. Finally through their chat got an email with a label for Hermes to collect on 12th April. Still waiting and in the meantime even though I had made it clear I wanted a refund they decided to arrange for a replacement. Impossible to get anyone to speak to me and even though I have emailed daily to ask for the item to be collected so I can get a refund - there is no communication from them now and the parcel is still with me two weeks after it was delivered really really awful people to buy from - would never recommend them”

Helpful Report

Posted 3 years ago

“Absolutely horrendous buying experience. Order a unit, it arrived....no instructions or fittings...waited 4 more weeks on fittings, they arrived so started to build only to realise drawers had no bottoms and unit had no back...initially ordered in January won't get replacement until May...very angry to say the least. Will never order from Wayfair again...all their managers would say was we understand your frustration. They should offer a good will gesture at least...awful company”

Wayfair 1 star review on 12th April 2022

Helpful Report

Posted 3 years ago

“The worse customer service in the world. I order a trampoline and until today I haven’t received it. Showing as delivered and item wasn’t delivered no manger no one to help just keep sending generic emails”

Helpful Report

Posted 3 years ago

“Advertise things that are not in stock, charge you, refund you, then you’re left without the original item and have to start your search online over again.”

Helpful Report

Posted 3 years ago

“This is the worst company and customer service. Do not purchase anything from them. My glass table exploded for no reason and all they wanted to do was accuse me of hitting the table and damaging over time. This table is two years old and we barely used it. It literally exploded for no reason and they said they can’t do anything about it. The table was 650.00 dollars and new. I have been a good customer for years but will never buy from them again. The table was from All Modern, but sold by Wayfair. So sad that a company will not stand by what they are selling. All they wanted to do was accuse me of damaging the table. Wasn’t even concerned if anyone got injured!”

Helpful Report

Posted 3 years ago

“This is the worse company and really bad customer service, I placed an order 4weeks ago and still not delivered. Spoken to 8ppl and they don’t know what’s happening. Was told that they will chase it they can see it’s not been deliver but still will not refund my £200 until today I have still not received the order or a refund my complaint still no respond”

Helpful Report

Posted 3 years ago

“I wish I had read these reviews before ordering from them. I was told they would deliver the product to my door. They left it in the lobby. How am I supposed to get a 75 lb piece of furniture into my apartment. I had to pay someone to bring it up here. Then today someone was going to come and put it together. That was an hour ago. I'm still waiting. When I called them, they told me he may have picked up extra jobs and that's why he's not here. What?! He had an appointment here. They told me if he doesn't show up I can reschedule. And go through this again?? This is an awful company!”

Helpful Report

Posted 3 years ago

“I ordered a recliner on the phone at their sale price. A few days later they sent me an email saying the order was cancelled. I called customer service and they said they won't honor the price which was advertised. Bait and switch. Terrible company”

Helpful Report

Posted 3 years ago

“Problems with poor quality recliner chair. There response is quick but they don't actually sort the problem out. Have been given delivery date of replacement parts 4 times each time the date is reached I get an email with another excuse. Can't recommend this company and don't see me ever getting it resolved.”

Helpful Report

Posted 3 years ago

“Horrible store and the customer service. It was my very first order at Wayfair, they put it on hold for the whole week, and then they canceled it, and followed with the email stating I can’t shop there, and I should shop at brick-and-mortar. Isn’t it crazy? How disrespectful is it? Just think about it. Some worker at the Wayfair had nerve to email me that I should shop at brick-and-mortar. I will definitely be reporting to BBB. I hope they go out of business in a near future.”

Helpful Report

Posted 3 years ago

“Never buy anything there. Unknown brands without any customer service. You will never get any support or any help.”

Helpful Report

Posted 3 years ago

“They Let me down. Disappointed Ordered Abderus 41Cm Wide Ottoman for next day delivery for an event. Ordered on 22nd today is 25th still not received. Wayfair saying it’s not their responsibility it’s querier company’s fault. Querier company says to contact Wayfair. I am really disappointed and frustrated. Haven’t even received a message from neither of them to say anything. Waisted two days without going out waiting for the package. I wouldn't mind if I was less important. I couldn’t face anyone at the event. Still not heard from anyone.”

Helpful Report

Posted 3 years ago

“I had an expensive order. The order did not say "Out of Stock". The email confirmed that it will arrive yesterday. But yesterday I got an email that said, "Your order is delayed" until June. Its March. WTF. Then she tells me they have a hold on my bank account.”

Helpful Report

Posted 3 years ago

“Purchased a gazebo from Wayfair Arrived in tac. I also paid $600 to have it put together by handyman a company that Wayfair uses. The two guys arrived an hour and 1/2 late then poorly assembled the unit. Can’t imagine the poor service received from both companies.”

Helpful Report

Posted 3 years ago

“My return item was received on 11 Feb and the website still shows it as return pending (on 21 March) dispute service agents confirming by Emil that they have it. I've been promised on numerous occasions that the refund will be on may account within 5 working days but am still waiting 40 days later. The customer service emails are very courteous but the process couldn't be worse. Avoid”

Helpful Report

Posted 3 years ago

Wayfair is rated 1.5 based on 2,301 reviews