Wayfair Reviews

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

1.5 Rating 2,302 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,302 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 made an order to the value of £500, the website advertised free shipping for orders over £40. I was told that as I lived in Northern Ireland there would be a charge, even though this is still U.K, but I agreed. However, what they actually charged me was unbelieveable = £300!!! £300 for delivery and the furniture is flat packed - not even difficult to move ?!?!? Absolutely extortionate!!!!!! To make matters worse, I've been informed that there is a DELAY in my delivery amd wayfair have responded saying that they are looking to reduce delivery costs!? Doesn't help me when I've already been charged £300!!!”

Helpful Report

Posted 8 years ago

“I ordered a divan bed which clearly stated headboard included. When it arrived it was minus the headboard. I contacted the customer svs the first person said it was conflicting information but her supervisor said not. I have contacted the company again but still no reply. My advice is stay clear of this company !!”

Helpful Report

Posted 8 years ago

“Ordered a 400 pound coffee table after it arriving a week late The table was nothing like advertised and its unfinished like it hasn't been Sanded and a total different colour too.”

Helpful Report

Posted 8 years ago

“If I could give zero stars I would do. I ordered a product in October was advised I would reverie the product in 2 weeks. As the time approached I got an snail trelling me that the product had been delayed a further 2 weeks. Again as that day approached I got another email telling me the product has been delayed followed by another delayed delivery email. On the 13th December I received an snail to say it was on its way and would be with me for 20 December and that I would receive an email before this date advising when it was with customs. I received no further emaill so yesterday on the 20th I looked at the tracking number on UPS and it said it had been delivered to an address in Germany! I live in the UK and my mailing address was the UK! So I called Wayfair who told me it was delivered already. I said I know but it was delivered to Germany! Oh yes said the lady, I will check what is going on. After being on hold for 15 minutes she cane back and said that it was the wrong tracking number that was not for my product. And they had to check where my product was a they didn't know! I said ok I'm not happy with the service you were quick enough to take the money and it's now 2 months since you took payment and no product. But agreed for them to check and email me. That evening I received an email to say that they did not know where the product was and they could not track or. That they had ordered another product but this would not be with me until February! If I wasn't happy about this that they would see if they could give be a refund. Why there is any question about giving me refund when all the issues have been from there end is beyond me. I emailed to say they needed to refund me straight away and I got a response to say I would know in 1 day if a refund would be possible! This is the worst service I have ever received from any company. They lose the product but they may or may not give me a refund! DO NOT USE WAYFAIR!!@”

Helpful Report

Posted 8 years ago

“Wayfair partnership with DX doesn't work, communication is non existent. They try to deliver on different days to that specified in messages and then have you running backwards and forwards on the wrong days at your expense. More seriously when you try to cancel and obtain a refund Wayfair customer services from the operators to the management say that you cannot cancel once the item has left their central depot (usually within a couple of days) and that their terms and conditions take precedent over the consumer credit act! which actually gives you 14 days. I will get a refund but Wayfair are aggressive in trying to avoid there statutory obligations under the Consumer Credit Act. They are in breach of the Consumer Credit Act and they try to charge the consumer for exercising their rights.”

Helpful Report

Posted 8 years ago

“Less said the better when u ordered a present for your family members from another country and you get partial order and get 4 different emails with different information that's not acceptable in anyone standards. I would NEVER order from here again”

Helpful Report

Posted 8 years ago

“I spent over £3,000 on lighting with a delivery date 2 days. Having placed the order the delivery date came and went with very little information on the tracking system of info from Wayfair. I eventually called for information and was told that the delivery would be made 9 days after the delivery date quoted on the web site. The new delivery date came and went with no update on the web site and not contact from Wayfair. I put in call to Wayfair to investigate. The agent I spoke with had little or no idea what was going on but advised a further delay minimum of further week which had not been communicated. I lost faith and trust in the information provided. I would not shop again with this company and asked for a full refund. I then received and email claiming that i had delivery of the goods. Will not shop with this company again.”

Helpful Report

Posted 8 years ago

“Promised delivery and never happened. Phoned several times and was told the same thing that they are sorry and its on its way. Complete waste of time stay away from ordering”

Helpful Report

Posted 8 years ago

“Beware extortionate returns costs! Order significantly delayed so no longer wanted. Wall clock cost £78.99 and return cost quoted by Wayfair as £45.57!”

Helpful Report

Posted 8 years ago

“I've been looking for a house bar for a couple months now and like everyone I'm looking for a great deal to push me over the edge. I found an oak beauty advertising at 73% off from just over 3k to a little under 1k. Unbelievable deal that I verified on both the main site and the app. Both were the same so i decided to finally buy one. Problem is when I went to the checkout screen the price jumped up to over $2600. Quite a difference. I decided to call the wayfair help line and talked with a pleasant woman who was able to replicate the issue and left me on hold while she talked with her manager. After a couple of minutes I was told the last page is the final pricing page and the last to update or some such nonsense. I would've been fine with a simple it was an error and we apologize but instead a fiction was created to get out of matching their advertised price. I've been in the retail game for a while and have never blamed the customer for my company's error. It's just bad business. I'll not shop Wayfair again because if they can't get their pricing correct I'll not trust them with my credit card information.”

Helpful Report

Posted 8 years ago

“Item ordered not in stock once my order had been taken. Notified of delay 2 days before it was due to be delivered,this happened twice. Item delivered only to discover one part was missing! Missing part delivered only to find that there are scratches down to metalwork and to cap it all I discover this when your closed as i had someone take delivery while i was out so now got to wait till the morning to sort out. I could cry its been that stressful from start to finish????”

Helpful Report

Posted 8 years ago

“I only tried to buy 2 items from this company in June. My money was speedily accepted. I was soon informed that 1 item was no longer in stock (so why accept my order?). Then I was informed that there was a delay on my second item, then there was a further delay. The delivery date would be 23rd August (2 months after paying for it). I waited patiently and on 22nd August was told the item was permanently out of stock. To add insult to injury, in spite of being told that I would receive my refund by 29th August at the latest, I am still waiting for my money (30th August). Do not use this company until you shop around. I have ordered a similar item from another company which was £20 cheaper and delivered 2 days after ordering.”

Helpful Report

Posted 8 years ago

“ordered a Airsprung ortho guest bed which was only a few quid cheaper than other sites, the bed / mattresses had no airsprung label at all on it, looked nothing like the picture on the website colour or quality and could feel the springs through the padding on the top of the mattress, after they allergedy got back to airsprung, apparantly this is the one I ordered, even though it definatly was not. Then I was told to return it would cost me 17 pounds, so as I explained to the wayfair customer service its cost me 17 pound to quality check your mattress, cheers, won't be using you again wayfair. Delivery was good though and so was customer service.(exept making me pay for the return)”

Helpful Report

Posted 8 years ago

“Ordered dining set, down for delivery between Friday and Tuesday. 5pm Tuesday evening and set still not arrived so called customer 'service'. Rude lady told me card had been put through front door at 4.30, which was not true as wife had taken two days off work to wait for set to arrive. The lady said she would send driver back as we were now in (as we were all along) however couldn't understand my wife's point when she said that the driver would surely take the set to the incorrect house as he obviously carded the wrong house. Decided to tell them to stick their table up their backsides and refund us, however this refund would take 3-5 days from the date they scanned it back in at the depot. Joke of a company with rude, sarcastic staff who you feel are laughing in the background at your concerns and complaints. Do not buy from these, spend a little more and let John Lewis sort you out”

Helpful Report

Posted 8 years ago

“Do not use!! FALSE & MISLEADING ADVERTISEMENT and HORRENDOUS customer service. I have listed below a simple time line of my frustrating purchase. IN A NUTSHELL I HAVE ENCOUNTERED EXREMELY POOR CUSTOMER SERVICE, HIGH RETURN CHARGES FOR UNOPENED PRODUCTS, MISLEADING IMAGES, FALSE ADVERTISEMENT ON GOOGLE. Typed into google "DINING TABLE SET WITH CHAIRS" Wayfair came up at a suitable price, with an image of a table and 4 nice chairs. I clicked through to the link and made my purchase (without opening addition areas of the listing) as I saw the stars on google and thought I could trust them. Few days later a box arrived. Thankful I read on the side before opening it was a single unit (just a table). Immediately contacted Wayfair who stated AS LONG AS THE BOX WAS NOT OPENED I could return the item (another con as most people would have dived straight in. I raised a case and stated I WASN'T HAPPY AS I FEEL THE PRIMARY IMAGE IS A MISREPRESENTATION OF THE ITEM. There response was basically it says "excluding chairs in the listing" I have looked for this and it does say it, on an additional hidden unopned area of the listing and not on the landing page where i purchased from. I asked to return the item. They said i must pay £8.00 plus to return the item as long as the box is unopened. I feel cheated and very much ignored about the issues raised. I have never complained but this company is NOT a reputable one. I have wasted over a week of my time, lost money and become rather frustrated. AVOID AVOID AVOID”

Helpful Report

Posted 8 years ago

“I waited for delivery after I received a text with a 3 hour window BUT no sign of delivery and to Text or phone call I waited extra 2 hours just in case till 9.45 pm and I had a person with me to help with assembly who wasted their time !! now have to call them again and no sign of XDPEXPRESS I should have taken notice of the bad Reviews!”

Helpful Report

Posted 8 years ago

“You sold me a sideboard, took my money, gave me a delivery date, then 4 days later on the delivery date you email to cancel the order saying you got the price wrong and wouldn't honour it! Wouldn't waste my time shopping here again.”

Helpful Report

Posted 9 years ago

“Having seen the adverts for wayfair on tv, i decided to place an order with them. Ordered a tv stand on 18/6/16. Received a email saying delivery would be within 3 working days. It is now 27/6/16 and still no delivery. The company they use for delivery is XDP. Went on XDP's tracking and it has been sat at there depot since 22/6/16. Have yet to hear from them regarding delivery. Sorry wayfair,but due to the inefficiency of your courier services i will not be placing anymore orders with you,nor will i recommend you.”

Helpful Report

Posted 9 years ago

“Do not even deserve 1 star. I ordered a chimenea with a great offer price. The item was despatched and tracked. The item never arrived with tracking stating unwanted. I contacted the Wayfair and Courier asking the item had not been delivered and no communication received. Wayfair initially said they will send it again with another courier. The next day the ordered was cancelled stating 'Logistical reasons' and refunded the money and item was removed from the website. Wayfair was not interested in my communication and stated their T&C. The chimenea is back on their website less than a week later. Absolutely disgusting service and very angry. If I find there is a legal case to answer I will persue.”

Helpful Report

Posted 9 years ago

“Shocking company, I make one inquiry and have been bombarded by emails NEVER give these people you email address the harassment is beyond belief.”

Helpful Report

Posted 9 years ago

Wayfair is rated 1.5 based on 2,302 reviews