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

“Ordered a sofa. Was delayed twice. 1st time their currier lost it. Second time I didn't really get a reason but sounded like XDP had not processed it or something. 3rd time they delivered 2 sofas to my apartment building. And refused to take it up 1 flight of stairs. Even though it was a 2 man delivery. They still need to return to take the other sofa back . Which is now in my building entrance way. This is ridiculous”

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Posted 1 year ago

“Wayfair is terrible customer service! They scam you thinking you will be getting something YOU DO NOT!!!!! TERRIBLE!”

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Posted 1 year ago

“If I could rate this lower, I would. Terrible experience ordering this item. I have had to arranged returns and have a replacement sent out three times. Every time it has arrived significantly damaged. After receiving the last replacement, we concluded that any further replacements would arrive damaged. My husband decided that we would keep this item and he would replace the hooks that were damaged and see if he was able to repair the rest of the damage. I contacted Wayfair, explained the situation, and they refused to give me an adequate refund due to ‘system limitations’. Highly disappointing and now I will be left no choice but to obtain a partial refund via my bank instead. It’s a shame, as there are lots of nice items on here, but given the state of arrival and the difficulty being appropriately compensated, I’m unlikely to return.”

Wayfair 1 star review on 21st August 2023

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Posted 1 year ago

“Ordered the expensive shed from them on 28th of July and this is still not delivered. They hired dodgy delivery company XDP and they tell me to wait a little bit longer and this has been their solution to resolve the issues for 17 days (and counting). Customer support have no power to resolve any issues but they are happy to keep your money. By the way their delivery partner has no phone number and they don't reply to emails.”

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Posted 1 year ago

“Did not deliver my mattress called to cancel and reassured I would be credited, have contacted numerous times by text and phone, they are not interested just want my money. Such poor customer service. Please do not use them, get the reviews all over social media and stop them trafing6.”

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Posted 1 year ago

“Avoid Wayfair and their affiliates! They are a scam company. They just take your money to have the cash flow and then do not deliver your goods. They should be out of business and stopped ! Stay away and buy anywhere else!”

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Posted 1 year ago

“Like many of these reviews, Wayfair is horrible. I wish I would've read reviews first. I won't even waste my time calling customer service. My item was delivered across the street evidenced by my ring camera. Unfortunately the people across the street are not honest people so I won't be getting my item. O went online to submit a claim with Wayfair but they say to submit a claim with FedEx, I won't be wasting my time doing that. Guess I'll just take the loss and never buy from this horrible company again. Amazon is winning hands down!!”

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Posted 1 year ago

“Theeeee WORST on-line company?? that ever did business. how this place is STILL in business is AMAZING!!!!! if you want to pull your hair the F*** OUT!! then buy things from wayfair. this is a drop ship company that should never be in the business that there in. and the customer service people!!?? WOW!!!! and WOW!!!!!!! don't let them sweet talk you into thinking anything other then they don't care! bottom line is they don't. managers are an even bigger joke. wayfair needs to be re-named to WELFARE for sure.”

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Posted 1 year ago

“It is the second time that I purchased something on Wayfair with a great discount and they do not honor it. I would suggest you stay far away from this crooked company. The first time, my item was canceled, and they said it was wrongly advertised on their webpage. This time, I was sent part of the product but not all. When I called, the first time they said they were sorry, and that the rest would be sent once I contacted the manufacturer. The second time I called, they said it was wrongly advertised on their webpage and that I had received only what I paid for and that because I had had such a great deal they were sending me only part of the product. Why would I want to buy only part of a Murphy bed!??!? Would it make any sense to any human to order the wooden box and no bed mechanism?! Of course not. After hours of research and calling they said the only thing they could do would be refund me after I repackage and send what I received back but they couldn’t do anything else. What a great way Way”fair” to make cash flow off of people and then tell them to send back the stuff for a refund! Of course, they don’t care about the hours lost and their customer service is terrible! The bottom line, the webpage lies, and its people do too. NOT A TRUSTWORTHY COMPANY!”

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Posted 1 year ago

“Placed my order and was given a delivery date. Received updates from EVRI prior to the delivery then on the delivery day all communication stopped. Cutting a very very long story and countless phone calls and emails, they had lost my item but won’t refund me until they have completed their investigations which so far have taken a week. So now I am without my delivery and my money ! I would give zero stars if there was the option, I DO NOT RECOMMEND THIS COMPANY !”

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Posted 1 year ago

“I finally found the right bunk beds for my kids‘ room and was so excited to purchase them. The next day I received an email saying, “Your cancellation was successful!” The email stated they cancelled my order because of a “processing issue”. I called to find out why, and apparently the seller mistakenly priced the item too low, and that they have the right to change the price without notice. I was offered a 10% discount on my next order as compensation, but as the new price for the bed nearly tripled, I did not feel this was reasonable. I am frustrated that even after paying for an item they can just cancel my order without my consent.”

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Posted 1 year ago

“One of the pathetic and customer unfriendly return policy. Even if I have not opened or used an item I have to $150 from my pocket just for shipping. Even requested their supervisor, she was rude and intolerant to even hear our request. Being single earning women in family $150 is huge money. Will never ever but from PATHETIC WAYFAIR”

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Posted 1 year ago

“Paid over $100 for a lighted patio umbrella. Used for 4 m and it broke. Wayfair sent us to manufacturer who has been completely unresponsive. Very poor customer service”

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Posted 1 year ago

“We have ordered two different bookcases from Wayfair. Both items were listed in stock. Both items were delayed, yet we were only notified of the delays each time the very day the bookcase was to arrive at our doorstep. Very little information was given on their website. Phone calls to customer service also gave similarly vague details. It was only after we escalated an issue to a supervisor that we found out that the first bookcase had supplier issues and wasn't even being made. Why were we not notified of this? After we cancelled this order, we were given a 10% coupon that didn't arrive. I had to call customer service again to make sure they sent it out (apparently it was checked to be sent out, but the supervisor never actually hit the "send" button). When we ordered the second bookcase, again listed in stock, we noticed that our first bookcase we wanted was somehow conveniently listed as out-of-stock on their website--only after we had our issues of multiple delays. The day our second bookcase was to arrive, we get an email that the item was delayed. Again, vague details, and I had to call customer service who confirmed that this was indeed another supply chain issue. The artificial delay of needing to wait for 6 more weeks was actually placed by Wayfair, not the supplier. In fact, if I didn't call, the likelihood that in 6 weeks time I would get another email from Wayfair saying the item was delayed was quite high. The worst part of this is the supplier for the second bookcase is actually the same supplier as the first bookcase we purchased, which begs the question why didn't Wayfair flag all products from this supplier as backordered or out-of-stock when this issue with this supplier was escalated to their investigative departments? From a customer's end, I shouldn't have been able to purchase that second bookcase and then wait 2 weeks for the same poor result. Don't buy from Wayfair. Unreliable and poor customer resolutions.”

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Posted 1 year ago

“I can't list every reason to Avoid Wayfair. That would take me too long to explain. Broken down: The Customer Service person lied to me because my Phone would not access discount. Then I was sent the smaller drying rack. I paid for same model large drying rack. Sent it back. Then they sent me the same smaller/less expensive rack again. I gave up. Kept it. Have credit for the smaller one. Bought a bed frame. 10pm Sunda 5 min. later canceled it. Then at 5Am PST called Wayfair to speak to someone: old story again: ''our Warehouse is not in customer service building'. No guarantee it won't be shipped. At 11am sent me email. Sorry can't cancel. Then when I tried to cancel order (because request disappeared) was given statement: We can keep item as it hasn't shipped and give you 28.00 credit. So loose my 25.00 credit and 132.00 bed purchase for 28.00 Wayfair credit? Really?”

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Posted 1 year ago

“Wayfair emblazened the product page with "£15.00 off first order" - nothing else, no small print. Then we were prompted to enter an email address and received a 'Welcome back' message. What? I may have looked at something before but never bought from Wayfair. So I progressed and guess what? All trace of the '£15 off first order' offer disappeared. Annoyed I called Customer Service who (eventually) suggested it was probably because the system had assumed a previous enquiry meant this was not a 'first order' (!!!) But in any case the £15 off only applied to orders over £150. Bad form Wayfair - this is deliberately misleading. Its dishonest.”

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Posted 1 year ago

“Wayfair is the worst online company I have ever dealt with. They lied to me about discounts and delivery. Customer service and Wayfair Credit Card are inept..”

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Posted 1 year ago

“Sfter long delay cancelled order for sale item for no reason. They had inventory”

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Posted 1 year ago

“Horrible customer service. Shipping return policy is horrific! They make you pay shipping for your unopened package. I heard horror stories of people not getting their returns picked up in time. I am will never order from wayfair again!”

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Posted 1 year ago

“Combination of incompetency and appaling treating of customers. I've ordered 2 beds. First bed came with one extra box (supposedly from another bed). Wayfair collected it later, so it was not a big issue (although I now think this might been have a headache for another customer) The second bed came with one box missing. Delivery didn't bother to ring the door or count the boxes which are were clearly marked as number 2 and number 3. Wrote to support - they are looking into it, resolution date unclear, but no earlier than next week. I've asked to cancel the order and guess what? I would have to pay for the return shipment! Of the bed which they failed to deliver. So I don't have the bed and they won't return (all) the money. Will never buy from this company again.”

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Posted 1 year ago

Wayfair is rated 1.5 based on 2,301 reviews