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

“Very poor quality l ordered an Americana Greenhouse l found it to be hard to assemble as it was not the quality l you get from an American Company, Chinese all the way.”

Helpful Report

Posted 1 year ago

“Absolutely disgusting service from Wayfair and their delivery company XDP. When I placed the order for the bed, I made two phone calls to customer service to check if the bed would be delivered to the 2nd floor of my block. I explained there is no lift here. I was assured each time that the bed would be delivered to my ACTUAL front door. So I arranged a delivery date with XDP the driver delivered 10 boxes to the ground floor and refused to bring them up. He said their are two consignments when I only ordered one bed. The 8 boxes and two mattresses are now blocking the fire escape of my block. I will NEVER, EVER order from Wayfair again. I've already had an engineer from Sureserve Fire and Electrical knock on my door as he is carrying out routine electrical maintenance and he says this is a fire hazard and if not moved it will be reported. DISGUSTING. I have demanded a refund and will be ordering from IKEA. Maybe I will have better luck”

Helpful Report

Posted 1 year ago

“Terrible drop shipping company that simply doesn't deliver goods or customer service. AVOID AT ALL COSTS !!!! order number 4241106564”

Helpful Report

Posted 1 year ago

“Ordered cabinet for garage . Very small. One week later they had it on sale for 40.00 dollars cheaper. Would not make up the difference. Bad customer service. Will never buy from them again. Cabinet not worth 165.00. I usually have great customer service. Not anymore. What happened to pleasing your customers. 40.00 you could of refunded me back since it was on sale a week later.”

Helpful Report

Posted 1 year ago

“The worst company ever. We ordered wardrobe on finance. 1 box of 4 was broken. We waiting for replacement parts 1 month. They asured that replacement will come by first payment. After month waiting I still have no wordrobe. Finaly got message 3 days ago to confirm delivery 1 of may. I took day off and used my last day of holidays for this. And 1 of may 7am I got message that there is no delivery because they didnt get parts… Don’t buy from them. AVOID THEM!”

Helpful Report

Posted 1 year ago

“I ordered a closet organization system and there was a snowstorm when it was supposed to be delivered. Fine, it will be delayed... but then they just stopped all delivery on the order and I had to finally call them to get them to jumpstart the process again. I finally get it and the Styrofoam is all busted up, with tiny pieces stuck to everything - a total mess. Then, there were no assembly instructions in the box: no manufacturer name, no model number, nothing. My only option is to go through Wayfair. They tell me it will be emailed to me in 1-3 hours. The next day, I still don't have them in my inbox. I chat with Wayfair again, tossed around from AI bot to AI bot, just there to placate me, but not give me a straight answer or actually connect me with the manufacturer. Now they say it will take 1-2 business days for instructions, rendering my purchase totally useless for another week, as I wait for the weekend to be over and them to (hopefully) send instructions and then for me to have another free day to set the thing up. Please, end this trend of bots taking over customer service. Everyone hates it. Bring back real people and give them agency to actually help fix the problems!”

Helpful Report

Posted 1 year ago

“We placed an order for a new dining room table on 22nd March with a delivery date for 16th April. We then received an email on 19th April informing ourselves that spare parts were required and delivery would be pushed to 23rd of April. After no delivery we contacted customer services on 25th and were informed a whole new table needed re ordered and delivery would now be the end of May. Zero communication to inform us of these delays until we chased them up. No offer of compensation for a 2 month wait despite the table being paid in full. Terrible customer service and very unprofessional!!”

Helpful Report

Posted 1 year ago

“Parts arrived damaged then took more than a month for replacement parts to be sent. Even then only 1 of the 4 replacement parts was sent, so requested a refund, which was dealt with quickly. Ultimately a complete waste of time for everyone involved. Now need to dispose of the junk parts!”

Helpful Report

Posted 1 year ago

“Beware Hidden charges They use 3rd party delivery service and you get no help from Wayfair They only deliver on their terms And if you return item you have to pay return shipping even if you don't receive your items DON'T BUY FROM HERE”

Helpful Report

Posted 1 year ago

“Kristine only can do what wayfair allows, her patience was great but however The Tech wayfair sent to our home was very unprofessional _ arrogant & disrespectful & refused to carry the boxes to our bedrooms, knowing we were disabled, we order the white glove service, which they charged us twice for the bed installation, but yet the tech they had sent made it very clear rudely that, taking boxes to the rooms is not his responsibility. Heartless! How else can you serve those who are elderly & disbledwhen it comes to this white glove service, something so simple, he wouldn't do. Wayfair did nothing to compensate our frustrations as disabled veterans at all, they just rescheduled us 2 days later, and told us to call them before tech arrives, and they'll tell the tech to move boxes to location. How inconvenient! We spent 1017.00 for a complete horrible and heartless experience. Shame on wayfair and this particular tech.”

Helpful Report

Posted 1 year ago

“This is possibly the worst customer service ever not received. I placed an order yesterday night, called in the morning to change the address. They couldn't. I was advised it was best to cancel the order and re-order with the address I wanted. I looked aorund and found a better option on Amazon so I asked Wayfair to cancel the order, but they cannot do that because despite the order due for delivery in 8 days, the label has been printed and nothing can be done, as per their terms, which is simply ludicrous. I therefore have to wait for the order I don't want to be delivered to it can be sent back and my money refunded. All in all, three weeks for something that should take a few moments and would save everyone so much time and effort. Incredibly low level of service. It's like daylight robbery, a fraud.”

Helpful Report

Posted 1 year ago

“Very poor service. Not to be trusted. Ordered an item last week and it would take 4 days for delivery. No sign. I left it for a further 2 days and was told that item was being delayed a further 2 days. I received a package number by EVRI, so at least I knew the item was on its way. 2 days later, no sign, so I contacted Wayfair, only to be told that the item is out of stock and wont be available again until June. So why was I given a package number to an item that doesn't exist and why is it still being advertised on their website as available? Something very wrong with this company.”

Helpful Report

Posted 1 year ago

“Honestly there should be a zero star option. I placed my order end Feb and was told it would be delivered in March. I had to go through so many channels and be escalated to a Resolution Team. Celia mentioned my order had been misplaced and that it would be delivered by 4th April. I'm still waiting. Chatting to the Service team is not helpful at all. They are trained to copy and paste generic responses to clients complaints. You get fogged off with the hope that out of frustration you will just exit the chat. There are no Managers to speak to. I ABSOLUTELY 100% would never order from this company again. Stay clear of them. I've never left a bad review for any company, but I simply could not ignore this customer service level.”

Helpful Report

Posted 1 year ago

“Wayfair is horrible with service and fees. Do not ever pay for expedited shipping. They don’t even ship until after the date you paid extra for delivery.”

Helpful Report

Posted 1 year ago

“Buyer beware! I like their selection and u have purchased many things from wayfair. However, most of them I’ve had to return. The quality is usually very poor. They made me pay $20 return shipping even though the item was damaged. I deleted their app. I’ll never purchase from them again.”

Wayfair 1 star review on 30th March 2024

Helpful Report

Posted 1 year ago

“Bought a sectional couch… none of the conecting pegs fit into proper spots so the back rest has no support unless it’s up against the wall. I tried for over a year to get them to do something but they kept blowing me off and I got tired now I’m stuck with this mess. NEVER BUY ANYTHING FROM WAYNOTFAIR!”

Helpful Report

Posted 1 year ago

“Was told my order was scheduled for delivery and given a 12 hour window, (I had to be home for delivery). Item never came, reached out to customer service 2x. Both times they were going to get back to me but they never did.”

Helpful Report

Posted 1 year ago

“Product I bought arrived with only half the required boxes/parts. Company refused to replace it with a complete item despite having them in stock and still selling them. Refund after pickup was offered but I still have not heard back since last when when. This means the company is holding 700 GBP of my money and refuse to refund until the product is collected. I have chased them 4 times now and was offered a 10% discount towards the next purchase (could a company be any more tone-deaf?). The problem is that without the refund I can't actually buy a replacement and, in a small flat I now have two enormous boxes blocking the hallway. In addition the workers who I asked to assemble will need compensation but of course not from WayNOTFair, that will come out of my pocket - despite me having done nothing wrong. They are simply horrible. Stay away unless you can afford to not having your money returned and chasing them and not getting any compensation for your stress and losses you may occur.”

Helpful Report

Posted 1 year ago

“Bad return policy and customer service”

Helpful Report

Posted 1 year ago

“Awful service awful service, paid for items but these were, and are still not delivered, Wayfair refuse to offer any type refund or any compensation but instead tell you to "keep an eye out" for any updates. They basically appear to take your money for items which they have no idea are available then try to go out and source them for the order and misleading the customer these are available. avoid at all costs. There help line is also of no help”

Helpful Report

Posted 1 year ago

Wayfair is rated 1.5 based on 2,303 reviews