Wayfair Reviews

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

1.5 Rating 2,309 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,309 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Customer Service
Communication Channels	Telephone, Live Chat

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

“THIS HAS BEEN THE ABSOLUTE WORST COMPANY I HAVE EVER ORDERED FROM. My fiancé and I ordered a 6 person sauna, 6 weeks later it came in. We were so excited. I hired a couple of guys to assemble it for us. 30 mins into assembling they realized the instructions were missing, however they kept building. I sat outside with them googling YouTube videos trying to help them make sense of how to assemble this. SIX HOURS LATER, WITH SWEAT POURING OFF OF ALL OF US, THEY CAME TO A HAULT ONLY TO FIND OUT, PIECES WERE MISSING! WOW!!!! We contacted wayfair and also the company the sauna came from, Golden Design in California. Golden Design said there is nothing they could do for us because they only sell to companies such as wayfair, not directly to consumers. We were told by wayfair a replacement sauna would be in on a specific date (4 weeks) and also they will hire a team to come assemble it for us as well so we did not have to pay again for assembly. You guessed it, that didn't happen!!!! There are 6 boxes total. 4 of them were delivered at my house 5 weeks (1 week later than we were told). We contacted wayfair yet again to tell them about the other missing boxes, and there response was, "we have no idea where the missing boxes are, we will let you know as soon as we find something out!" Apparently they reordered the missing boxes because 1 week after (6weeks into the second process) they showed up on our doorstep from Canada. I then reached out to Shane McDonald and asked him when they were going to send guys out to assemble our sauna now that we have all of the pieces. He told us he was having a hard time finding anyone in our area to do so and asked if I could find someone. I did, they were going to charge $500. I emailed Shane this information, and no response for 2 days. I continued to email him and still nothing. I had the guys come to my home to install the second sauna, they started taking the boxes apart. The very last box, leaned up against my wall, was completely destroyed. Being hopeful we opened the box and were appalled at what we saw. As you can see in the pictures, the sauna was completely destroyed. The screw holes were so messed up that screws could not even go into them. There were chunks of wood missing (it looked as though it was stabbed by a fork lift.) The box was so dirty it stained my garage wall, that now needs painted. We looked carefully at the other pieces of wood and found damage to another piece of this sauna. It was cracked all the way down one side. I contacted Golden Design again to let them know what a horrible job Wayfair was doing, hopeful that this time they would be able to help us. Wow was I wrong. Steffen said, "you'll have to contact Wayfair because we are not responsible for any damages." I contacted wayfair again, this time being put on hold because managers were in a meeting. Finally I spoke with a manager. She informed me that I, the customer, would have to contact the delivery company THAT THEY HIRED to get my garage fixed back to its normal state. WOW, I AM SHOCKED THEY DONT TAKE RESPONSIBILITY FOR THEIR ACTIONS. THIS IS A COMPANY THEY CHOSE TO HIRE TO DELIVER THIS TO ME AND I HAVE TO SPEND MY TIME CONTACTING THEM. Now, 3 months after ordering our sauna, we are without a working sauna, we will never get back the hours we have spent on the phone and sending emails back. We, however, did manage to obtain a messed up wall in our garage and a ton of built up anger. We are currently in the process of getting the disaster in our garage cleaned up and a full refund. SAVE YOURSELF FROM THIS COMPANY. PLEASE SHARE THIS WITH YOUR FRIENDS AND FAMILY. YOU DO NOT WANT THIS HAPPENING TO YOU AS WELL!!!!!!!”

Wayfair 1 star review on 6th October 2017

Helpful Report

Posted 9 years ago

“Wayfair has a wide selection of products,sometimes expensive, but the quality is first rate and the shipping is fast.”

Helpful Report

Posted 9 years ago

“Really fast and good delivery”

Helpful Report

Posted 9 years ago

“an infuriating company to deal with. and i've not even placed an order - my review is valid since pre-sales is still very much a part of the experience. it's all very well having a nice looking website/mobile app, but if a company can't deliver the underlying service, there's a problem and people should know about it. the short version ... if you find something on their website you like, but it's out of stock, don't bother setting up an "in stock" email alert. go elsewhere. save yourself potential grievance. the stock status means nothing. .... so i wanted a recliner. and quickly. quite a challenge since the furniture industry works at such a glacial speed, sometimes taking months to get a piece of furniture from a supplier. wayfair looked to be the solution. i found a recliner i liked. while out of stock, it was back in stock 4th october, a week from the day. i sent an email asking how long it would take to ship once in stock. 4 days later ... 4 days! ... i get a reply saying 17 days to ship !!! but that fact alone didn't annoy me as much as they wouldn't offer an expedited option. i don't know why. i was just told bluntly, we don't offer that. so time passed. a day before the 4th october, i got an email saying this item had come in stock - and then right back out again as all stock was allocated to existing orders !!! stock will be back 4th december !!! this means wayfair knew full well, a week before 4th october that the stock coming in would only cover pending orders and there wouldn't be enough stock to allow new orders to be made. yet they still listed this recliner as coming in stock on the 4th october. for how long i don't know. could have been months. so i wasted a week waiting for this recliner to come in stock only to be told i had to wait another 2 months. i phoned up, annoyed. the customer service rep told me everything was fine. the chair was still coming in on the 4th, and would be available on the website to order. so the email was wrong. on the 4th october, the stock status switched to "in stock 4th december" ! thank you for this wayfair. here are the problems i think this company has: * not putting enough money into their business to provide a good experience for customers. 4 days to answer an email, 17 days to ship an order. if they are that busy, they should scale their business accordingly. and offer an expedited delivery option !!! * internal communication is poor. one customer service rep says one thing, another says something else. * inaccurate and sometimes just plain misleading stock status on website. * questionable supply times. they told me 6-8 weeks to get new stock in. another company that stocks this recliner quoted 2 weeks from supplier - as it was the base model - i.e. not custom made. this company gets a 1 star for wasting my time and having such an indifferent attitude to the service they provide. the recliner is question was: Boston Leather Layflat Recliner Chair”

Helpful Report

Posted 9 years ago

“They sent me a bed and the headboard had two buttons that were hanging out of it when I put it together. I don't even know how to fix that.”

Helpful Report

Posted 9 years ago

“I ordered a dresser and the first order was missing parts, so I emailed them and they sent the wrong parts again and the wrong color of wood. This went on four times! I still have not received the correct parts I needed, I gave up after giving them four chances!”

Helpful Report

Posted 9 years ago

“Quick delivery,beautiful product-Kendall storage bench. Bit of a mission to put together but well worth it,looks amazing and good price for quality of it.”

Helpful Report

Posted 9 years ago

“Great priced product. Prompt delivery.”

Helpful Report

Posted 9 years ago

“Had a few things from Wayfair now and never had any problem with delivery or quality of the items . Had a issue with regard to the description of a living room light but this was dealt with quickly and I was completely satisfied with the outcome. I would not hesitate to use them again.”

Helpful Report

Posted 9 years ago

“Received faulty light fitting - cost me £95 to have a replacement installed. Wayfair were going to give me a £10 voucher toward the cost. Don't use this company”

Helpful Report

Posted 9 years ago

“Terrible delivery service! Three times in a row now they have cancelled and not delivered my items”

Helpful Report

Posted 9 years ago

“Always efficient service from Wayfair and great product”

Helpful Report

Posted 9 years ago

“Never deliver when advised. Given a discount due to late delivery but had to spend £40 not to be charged postage again. Cancel items which state they are in stock which causes disappointment. Received tiny item. The measurements must have been for the box it was in! They have an endless array of items on offer and pleasant staff which earned them an extra star. Having had a grumble, I know doubt will continue to purchase from them.”

Helpful Report

Posted 9 years ago

“The quick and excellent service from Wayfair is amazing. Very good delivery service and product second to none.”

Helpful Report

Posted 9 years ago

“Thank you Wayfair. Not only for the lovely garden furniture but also for your no quibble replacement of the faulty items. Could not ask for better customer service.”

Helpful Report

Posted 9 years ago

“Awful quality garden shed costing £649.99 only for two weeks later to drop down to £369.99 which is still expensive for what you get. Had to buy new felt as the felt supplied was thinner than paper and just tore and also had to buy extra sheets of plywood to strengthen the floor as the ply supplied wasn't strong enough. Cheap and nasty, stay well away.”

Helpful Report

Posted 9 years ago

“Order was very carefully packaged and arrived quickly”

Helpful Report

Posted 9 years ago

“I would never recommend anyone to order from this company. I was 7 months pregnant and ordered my moses basket and date emailed as when I will be recieving the moses basket and stand but nothing came so I rang and they said it's been dispatched and on its way. So I waited again. Then it got to 3weeks and nothing had come so I called again and they said we will 're order it so they did on a fast tracker delivery and it would get to me the next day. I really wanted this moses basket as it was perfect. Then nothing came I waited in all day and it ruined my day too being heavily pregnant was the worst part. So I rang again and this time demanded to speak to the manager as payment had been taken out of the account on the day I ordered it. The lady manager said she is really sorry blah blah and was going to send me it out first class and it would get to me this time and she would email the delivery company they recruit... Well she got a stand to me the next day but not the one i had ordered... Oh I cried and said i wanted a refund back asap and went to the local Mothercare to get a basket before baby was due the weekend.... Then they had the cheek to ask for the stand back once they had refunded the amount but I never did and gave it to charity instead...”

Helpful Report

Posted 9 years ago

“Ordered a wall mirror on July 30th. It was supposed to be delivered August 11th but they lost it. No compensation offered from customer service. They re-ordered another and I can only assume this one was lost too as there is no estimated delivery and customer service has ignored multiple emails. This is a $700 mirror. They've had my money for over a month. I have no mirror and no information as to the status.”

Helpful Report

Posted 9 years ago

“Purchased mat £24.99 paid through paypal receipt stated 4.99 extra high I presumed was delivery charge . Mayfair receipt showed £35 seems both item and postage is ex vat so not happy with having what I thought was a good deal turned out be the opposite so won't be purchasing from this company again”

Helpful Report

Posted 9 years ago

Wayfair is rated 1.5 based on 2,309 reviews