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

“First purchase from WAYFAIR and NEVER again. I have been searching FOREVER for an area rug and thought I found the perfect combo with blue and burgundy. Well, the rug arrived today and the "burgundy" is BRIGHT HOT PINK! I called to return the item and I was told I will be charged a $24.95 return shipping fee. I tried to explain that I felt as though their advertising of the rug was misleading because I would have never ordered a HOT PINK rug. I basically was told too bad that the picture is clear online showing the rug is hot pink. Mind you the rug was only $104 so I have to pay almost 25% of the purchase price to send the product back. Here is a screenshot of their aid and two pictures of the actual rug... *Sigh* So buyers beware when you purchase from wayfair, terrible customer service only out for the $$$$$”

Helpful Report

Posted 5 years ago

“I ordered a table from Wayfair that was delivered broken. The frame underneath the table was broken in 2 in 2 places as well as being pulled away from the outer frame. There was no damage to the box so i can only assume it was put in the box like this. So i called Wayfair and they arranged for it to be picked up, which they did promptly and then a new one should have been delivered. But it wasn't delivered. I didn't get any response to the emails i sent so i called them and found they had placed the order on hold because their systems detected fraud. So without any notification to me at all they took payment for the order, delivered a broken table but couldn't replace the broken table because their algorithms detected fraud. Utter nonsense. I've waited weeks for a table that was never going to be delivered and it seems I only know because i rang them.”

Helpful Report

Posted 5 years ago

“Took delivery of several dining chairs just before xmas 2019 before mid January one chair collapsed due to faulty leg. Replacement of this item was sent 14/1/20. Last week I was sitting on a chair when leg on this also snapped. Got in touch with Wayfair to request fill reimbursement of the monies I had paid as dangerous & faulty goods were being supplied. Although call handler, Phyllis, apologised for my distress as I had hit head in fall and was badly shaken, have not heard from company since to enquire if I am ok. Definitely a business to avoid wish I had read reviews sooner. Don't be fooled by tv advertising!!!”

Helpful Report

Posted 5 years ago

“Awful awful awful. If I could give no stars I would. I ordered my wardrobe on 30th December. It was £269.99 so not a cheap piece of furniture! It was due to be delivered around 3 weeks later. The delivery day came and I hadn't received a text with my slot as they had said I would on the confirmation email. I rang to ask and the member of staff said that there had been an issue in the warehouse and it hadn't even been dispatched yet (from France). I would have been waiting in all day had I not rang them, they never informed me. The wardrobe then arrived around a week later and her started building. It took around 3 hours to build, however I knew that it was a lengthy build process from the reviews before I purchased so I didnt mind. We finally came to the door and realised when unpackaging them that the mirror on one of the panels was cracked. I rang and asked for a replacement. They said this would take another 3 weeks and they couldn't fast track this for me in any way. I was annoyed but accepted this. The replacement part arrived around 3 weeks later and this time the mirror was absolutely shattered. I ring again and express how annoyed I am and tell the member of staff how long I have been waiting for this issue to be resolved. She tells me that she will order another replacement and will request a fast track but cannot promise anything. The replacement part arrived around 3 weeks later (not fast tracked) and all of the wood is damaged and bashed around the edges. This is now the beginning of March (2 MONTHS LATER)! We have managed to make it work so that you can't see the damaged areas and that they are hidden. I shouldn't have to accept a damaged/faulty item but I am because I cannot wait another 3 weeks for what will mostly like be another damaged replacement part and I cannot ask to return the wardrobe as it's all built now and took us so long to build in the first place. I was never offered any reimbursement or discount (not that I would ever use this appaling company again), however it would have been something at least for them to offer... And to top it off I have several damaged mirrors to dispose of because the delivery driver will not take them with him. Avoid like the plague!!”

Helpful Report

Posted 5 years ago

“Terrible customer service. Item 4 weeks late. No contact by e mail, text or call from them. Have have three different delivery dates but still no item delivered. Unable to get refund till i reject delivery if item. Stay away from this company.”

Helpful Report

Posted 5 years ago

“Wayfair encourage shoppers to write reviews on the products they buy but they don’t seem to publish the bad ones. I even submitted photographs, twice, but they’ve disappeared! I wrote to ask them what happened to my review but sadly, no reply. I wasn’t after a refund, money back or anything like that, I just wanted people to know that if you buy Wayfair cheap, it ain’t gonna last. Most people want to write reviews as soon as they have assembled the chair or placed the new carpet in the middle of the room, they like to tell you how new and shiny their items are, they don’t wait and let you know how their products perform. Here's my review of a computer chair I bought a while back, hopefully everybody can see it now. TALLADEGA HIGH-BACK GAMING CHAIR By Symple Stuff I'm really disappointed with this chair. Although it is 22 months old, the deterioration of the plastic covering started months ago and now it just doesn't look nice. The plastic fabric covering the chair just isn't up to the job! I like to look after my things, you can probably see from the pictures that the chair is in a clean and tidy environment. I'm 67 and weigh 13 stone, the chair hasn't been knocked about, not by this old man. I had my last computer chair, from IKEA, for over 20 years (I did recover it twice) and thought this was a luxurious upgrade. I finally decided to write a review last week when one of the two screws holding the armrest on came out. Although I found it really easy to assemble the chair in the first place, for one reason or another I can't get the screw to bite and tighten!! It won’t be long before the arm falls off!!!”

Helpful Report

Posted 5 years ago

“Wed I put my order in for next day delivery , Thursday morning I had an email with a tracking code that never worked, it wasnt delivered, Friday I spoke to CS, they told me it hadnt even left the warehouse yet, They told me Im would get a call or an email, Nothing, Friday late afternoon Im told I wouldnt hear from anyone now until monday 5 days after I ordered , Really bad service.”

Helpful Report

Posted 5 years ago

“I'VE BEEN WAITING NEAR ON 3 WEEKS FOR A REFUND.......DO NOT BUY FROM THIS COMPANY APPALING CUSTOMER SERVICE.....NEVER AGAIN. ......”

Helpful Report

Posted 5 years ago

“They are great on promises and short on performance. My first experience I had used their advertised special no interest on large furniture order and as I was getting bills I saw one interest charged adding up. I spent hours on the phone for them to not honor the deal. I gave up and promised never to order anything ever from them but recently slipped. Here we go promised delivery on March 5 now it’s March 11. I had to reschedule my utility guy yet again My advice steer clear of this greedy poorly run business”

Helpful Report

Posted 5 years ago

“Ordered a rug, was told it would be delivered on the 3rd. Still hadn't arrived by the 6th. I’ve been chasing it up to no avail. They’ve not called or emailed me back. I will be requesting a refund via PayPal.”

Helpful Report

Posted 5 years ago

“I gave Wayfair my e-mail address so I could view an item then, immediately after, started getting lots of spam e-mails.”

Helpful Report

Posted 5 years ago

“Worst company to shop with! They are the worst customer service and are actually high priced compared to overstock and others. They are very high interest rate and don’t take care of their customers!”

Helpful Report

Posted 5 years ago

“Ok so I'm a first time buyer with Wayfair got the financing for a sectional so order one I liked was shown as a full sectional delivery date got moved 3 times an on the last one they changed the picture to show just one peace called to check they said it is the full sectional waited an only one peace then they tell me they can't get the rest so they offered me a discount on another if I gave them another chance so I found one I liked gave me a 20 percent discount told them I don't want to wait a month an a half before I get it because I had already gotten rid of my old couch to make room for it I'm still waiting an they just changed the date after one of them told me it was at the local delivery site an I would be contacted in 2days that was 5 days ago now so been misinformed as they put it lol so going on 3 month now trying to get a sectional from them if u have a choice go somewhere else you will not be happy with this company practice”

Helpful Report

Posted 5 years ago

“Ordered a chair, was told it would be delivered a few days later, but no chair arrived. Called Wayfair who have literally no clue on how to resolve the issue and told me they were chasing the courier for an update. One of the worst companies I have dealt with on the internet - useless problem solving skills, use an incompetent courier (DHL in my case) and don't appear to have a proper process in place for dealing with formal complaints. I would will not be using this company again and do not recommend to anyone if you value your sanity.”

Helpful Report

Posted 5 years ago

“Don't buy ANYTHING from this company! I ordered 5 things all of which were put on hold as a security measure (despite Wayfair confirming over the phone money had reached them from my account), I then had to send screen shots of my bank statement which I felt really uncomfortable with, eventually I got the items taken off hold but Wayfair didn't actually remove the hold so all items were then late by a week. One went out of stock during the hold period so I cancelled it and two of the items had parts missing. I phoned asking for replacement parts and was told they would arrive in 4 days but the confirmation email says they are expected 29 days from now. They are useless! There's also no one you can speak to who can actually do anything about this. It's "company policy" to be maddening unhelpful and totally incompotent it seems. DO NOT BUY ANYTING FROM WAYFAIR!”

Helpful Report

Posted 5 years ago

“Thanks for the help everyone, my wife and I were about to purchase a bed frame. All we notice are bad reviews. Thanks again to the people who took the time to share their experience.”

Helpful Report

Posted 5 years ago

“I placed an order for 2 items (sideboard and a business desk) at the same time. Both were in stock and had a delivery date commitment of up to 10 business days. The sideboard arrived 2 weeks later and broken into pieces Within 2 days of the first delivery I received an email that the desk was out of stock and would be delayed for an additional month. Upon arrival, 7 weeks later after the email, the package did not contain any instructions or hardware to assemble the product. I just spoke with customer service and was told the instruction manual and hardware pack would arrive in another 10 days. DO NOT WASTE YOUR TIMME SND MONEY WITH THIS COMPANY! Odds are good Wayfair will get it wrong, untimely or broken. Good luck staying in business long term!!!”

Helpful Report

Posted 5 years ago

“We received our patio furniture in great shape. Had the most wonderful delivery person. Jose Gercado explained everything including what to do if something is wrong or if we weren’t satisfied. He was so helpful.”

Helpful Report

Posted 5 years ago

“Their returns system is appalling. You don’t get back the full amount paid for the item. They deduct outward shipping costs (high), any discount given, the taxes and also charge you for returning the item. This meant that my £15 bedding set which I returned as the colour was not as described, was given a refund value of £0 !! Yes, £0. I will never buy from them again.”

Helpful Report

Posted 5 years ago

“Ordered on 9th Feb. Tracking system told me it would arrive on 17th Feb. Took a while to find it but discovered their phone number. Told it would arrive on Feb 24th. Still waiting. I will never buy from them again”

Helpful Report

Posted 5 years ago

Wayfair is rated 1.5 based on 2,303 reviews