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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I ordered a secretary desk from Wayfair, which was quite expensive at over £400. When it arrived there were two very large boxes, each containing the same half of the desk, so no way it could be assembled. I arranged for it to be returned and another sent - Yes, exactly the same again! It was collected again and I had a text message from the courier saying they could only deliver one box as they did not yet have the other. I asked them to keep it until they had both boxes. Today they have for the third time delivered the same two boxes, each containing the same half of the desk. I rang and asked if I could speak to a manager who might be able to sort the problem out but was told that was not possible. I have now asked for a refund and given up. I am 70 and these boxes are extremely heavy and I just can’t face struggling to repack everything again. I have not had even one response to the emails I have sent them. I shan’t ever buy from Wayfair again. What a disgraceful company. Their directors should be ashamed!”

Helpful Report

Posted 3 years ago

“I have been trying to get a refund since the first week of January 22. Every time I ask wayfair I get a response it will take 3/5 days. It’s now March 7th still no refund. I have asked for a call back from wayfair, no response. Shocking service.”

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Posted 3 years ago

“I ordered a Wardrobe around 10 pm and wanted to cancel it early next morning. They kept the status on pending for quite sometime until the order was shipped and I had to pay return shipping. I ordered another item last night and realized it will be too small for the room. Again I cancelled the order next morning and experiencing the same tactics. This seems unethical and unprofessional. Mahmood Order#3723331339”

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Posted 3 years ago

“I bought a small corner cabinet. At first, the description stated "solid wood" cabinet" and now I see that it has been changed to "High-quality MDF board." (after I placed my order) Well, It is NOT solid wood nor a high-quality MDF board. It is a very low-quality MDF board. Also, when assembled, there was a 1/2" gap from the door to the frame with no room to adjust. It is not worth $240. I am really disappointed at the false advertising, especially coming from Wayfair, a place I trusted. It is sad that Wayfair is backing these types of sellers. Quantity vs quality. Never shopping at Wayfair again. (I attempted several times to leave this same review under the item I purchased on Wayfair website but they did post it...selective reviews..be aware)”

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Posted 3 years ago

“You tell me I payed for a shed out write. I took a day of work. Lost a day's money. They didn't turn up no phone call no tex. I won't be buying nothing ells from wayfair. Bad. Customer serves a bad company who should have delivered it. The tracking. Is rubbish as well. I will be contacting the poilice. About you taken my money have no shed”

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Posted 3 years ago

“I payed £350 for a shed should have come larst Thursday took a day of work they didn't come nor ring or Tex .it's sitting in there bloody werehouse.wait a bad company bad service.told them if it's not here next week I want my money back should be a law against company like this taking money under fausl .”

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Posted 3 years ago

“Lamp shade part missing from floor lamp, told they cant replace replacement part and just hitting a customer service automated wall.”

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Posted 3 years ago

“Ordered a drinks display cabinet in January for around £200 and was given a delivery date of the 16th February, we've had no correspondence from wayfair whats so ever no updates unless we call them and two investigations later to find our order and we still have no joy so we're having to reorder again! All the way from from Poland, so having to wait even longer, not looking like we'll receive our order we have given wayfair until 9th March and then we'll want refund and me and the wife will never order ever again nor will we recommend... poor service poor website poor investigations to find my order.”

Helpful Report

Posted 3 years ago

“Dreadful customer service yet again. Apparently if you raise a complaint then it slows the order process down. Really!!! My order dropped in price by 5% within 24 hours on a 3k item , if I cancel the order and reorder at the cheaper price then the stock will not be guaranteed. Only the American side of the company will refund the difference or price match and guarantee the order date .”

Helpful Report

Posted 3 years ago

“Bought the L shape pc table, no matter what way we tried, the holes didn't match up with screw alignment. Complete Shambles.”

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Posted 3 years ago

“Some items are nice and when purchases work out it’s great. But returns are costly and a hassle. Also you can generally find the same items cheaper elsewhere. Don’t recommend shopping from Wayfair.”

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Posted 3 years ago

“I have literally spent thousands on this site only to have to deal with a lady that has been rude, disrespectful, and no help. I got my SECOND recliner with a 12” cut on the Foot rest. Now having to send back my second recliner she offers 10% off a third and a link to their recliners. Like I am ever going to buy from them again. I’m canceling what I can but they are giving me a hard time trying to return other things. Do not buy from these people. The customer service is horrible. These are the 2 holes in our recliner”

Wayfair 1 star review on 24th February 2022

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Posted 3 years ago

“Place an order and it already gives you a longer than you'd like delivery time frame - when I placed my order it was supposed to be delivered between Feb 28th and March 7th. Between 1.5 - 3 weeks. Ok...we can handle that. Get email that it shipped - with estimated delivery of sometime 'after March 7' and to check back after 24 hours for updated shipping information and movement....hhmmm k. I checked the next day, no update. Check the tracking info this morning...72 hours later and now it says some time 'after March 14th'!!!!!!!!!!! K....you already have my $630. I can't see what is going on with the shipment. Delivery date gets pushed out. I call customer service to see if maybe they have more details and that was one of the most unhelpful conversations I have ever had, not to mention that the person was on autopilot and would not take a breath while talking so I had no chance to ask a question or respond to ANY statement. I don't normally get rude with people - they're just doing their jobs and it's not their fault - BUT LET PEOPLE TALK AND ASK QUESTIONS SO IT DOESN'T ESCALATE THE FRUSTRATIONS FURTHER! In short I got told they don't know when it will be delivered. They give estimates based on the shipping warehouse and after it leaves there it is out of their hands. Their website isn't updating. It's the shippers problem. They say "after March 14th" because that is when it is estimated that the NEXT shipping company will receive the product. Then they will take 2 business days to call you to schedule the delivery (even when it's a plain ol' drop off delivery method) and then you will get your product but it could be 6-8 weeks............... Well...do you think I would have placed the order if you had listed the "honest" lead time of 6-8 weeks? NOPE!!!!!!!!!!!!!!!!!!!!!!!!!!!! But now you have my money so you no longer care. THANKS!”

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Posted 3 years ago

“Worst customer service policies of any company in existence! STAY AWAY!!!!”

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Posted 3 years ago

“Do not use Wayfair. The delivery dates on their site are totally made up. The staff won't help or offer any compensation for orders that are misdelivered or a month late, both of which happened. They refuse to speak on the phone and send endless back and forth emails of what are clearly templated excuses. I order a lot online but this was the worst experience in furniture delivery I've ever had. Do yourself a favour and look elsewhere”

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Posted 3 years ago

“I did a lot of Christmas stopping there. Thus mamy returns or axchanges...in 2021. 6 packages 11 items. NOTHING HAS BEEN RECEIVED BACK AT THE STORE!!!! NOT 1 ISSUE FOR OTHER COMPANIES....YES TOO MANY TO LIST”

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Posted 3 years ago

“I ordered a comforter on Dec 28th, it was supposed to be delivered 3 weeks later, then the date was changed to Feb 15...i called and was promised a label had been created and if a label is created it is definitely coming that date. Well I look today and the date has been changed to Mar 15th....I call and ask I'm Told it is going to be shipped out on March 10th... I have zero faith that this is going to show up, since it is back ordered on the website until April. Wayfair hasn't offered any resolutions or compensation for this major inconvenience. We're looking at 4 to 5 months for a comforter!? Do not deal with this company, it's been nothing but a headache and a waste of my time The people I have dealt with on the phone are great, but I'm giving 1 star for customer service because of the overall inconvenience of this issue, and the lack of it being resolved.”

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Posted 3 years ago

“The worst experience I have ever had! The worst experience I have ever had! Ordered a nightstand and a bed around 20th Dec 2021. A second nightstand (not available at time of first order) same model as the first one, on 6th Jan 2021. All items were meant to be delivered within days. Following on lack of communication, a month back, I start getting emails from DHL that they have the 1st nightstand - about 10-15 of them followed by the same amount of emails informing me that they aim to deliver on such and such date... Finally, the parcel was delivered about 10 days ago and collected back only yesterday for a refund which will take 3-5 working days (not counting weekend days). The bed was delivered with a couple of weeks delay. The second nightstand, ordered 6th Jan 2021, is with DHL only today (God help us when will it be delivered) only to be collected as a return at some point in the future, in spite of my calls and confirmation received from customer service that this will be cancelled (and not delivered !) 10 days ago - when I had enough! An absolute tone of emails and calls and frustration and pure disgust in the end. Save yourself the trouble, my advice. Think twice before ordering...”

Helpful Report

Posted 3 years ago

“I ordered a sofa that was delivered quickly but not to a room of choice as stated, courier said they only do doorstep delivery but as it was pouring down and I was on my own they put it in the garage. I got help bringing it into the house the next day and photographed the opening of parcel as packaging was damaged. It was obvious that another item had been stored on top of this as sofa arm had a dent in it from the foot of a heavy furniture piece rest on it for some length of time. I reported it straight away sending photos and videos of the damage but Wayfair said the depot and courier refuse to accept responsibility for the damage so I’m stuck with it. Have been very happy in the past but will not order again”

Wayfair 1 star review on 12th February 2022

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Posted 3 years ago

“Worst customer service ever. I'd give it a no star, but sadly it's not an option. This was by far the worst customer service experience I've ever had. Ever. No communication about our order until we contacted them and then they kept promising that they'd resolve it, but all they did was keep stalling. No refund in the meantime. They only took notice when we threatened to take it to the police and ombudsman, and called them out on social media. It's more than a disgrace. It's truly appalling.”

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Posted 3 years ago

Wayfair is rated 1.5 based on 2,303 reviews