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

“Ordered a piece of furniture for a 87yr old ladies birthday. Something to cheer her up after lock-down! Ordered 07/10/2020 for delivery 13/10/2020. No e-mail on 13th telling me when to expect this, got in touch with Wayfair customer services, ..... So sorry we had trouble printing your delivery label so nothing was done... FOR 6 DAYS.. and nothing would have been done if i didnt get in touch with them. We cant give you a delivery time now as it takes 24 hours to escalate it. Catherine W said it would be better if we talked to you on the phone, gave her my number and she said she cant make outbound calls. 10 x sorry, cant phone you and cant be escalated for 24 hours later and i lost the will to live.”

Helpful Report

Posted 4 years ago

“Ordered a piece of furniture for a 87yr old ladies birthday. Something to cheer her up after lock-down! Ordered 07/10/2020 for delivery 13/10/2020. No e-mail on 13th telling me when to expect this, got in touch with Wayfair customer services, ..... So sorry we had trouble printing your delivery label so nothing was done... FOR 6 DAYS.. and nothing would have been done if i didnt get in touch with them. We cant give you a delivery time now as it takes 24 hours to escalate it. Catherine W said it would be better if we talked to you on the phone, gave her my number and she said she cant make outbound calls. 10 x sorry, cant phone you and cant be escalated for 24 hours later and i lost the will to live.”

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Posted 4 years ago

“The WORST company by far that we have ever dealt with. Shoddy products at grossly inflated prices. One product was the wrong color, another was faulty and so it went on. Customer service is APPALLING on every level. They treat customers with total contempt! BEWARE - You have been warned. A genuine NIGHTMARE experience from start to finish.”

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Posted 4 years ago

“I made a purchase on Sept 3, with an estimated delivery date of October 2. Now the potential delivery date is as late as January. 1. the customer service operators read from a script and do not have accurate information. 2. estimated delivery date are grossly wrong 3. there is no phone call or email to alert you of a change in delivery date 4. when you bring this all to the attention of managers, the big solution is to cancel your order DO NOT ORDER FROM HERE!”

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Posted 4 years ago

“I’ve ordered from Wayfair a few times. Comforter-color wasn’t what was pictured, but I kept it. Ordered curtains which I love! Ordered a patio set which was much smaller than it looked but it cost too much to send it back. I endured it for 3 years and its finally gone. Poor quality, the stitching fell apart after one wash. I ordered a desk, the instructions were so bad, my fiance’ wanted to throw it away but we endured. Had to order more hardware that was missing. The latest (and last) was a bed bench from Josh and Main. I only had to attach the legs and when I turned it over it leaned. The flip top hung over the edge when closed, theres a bunch of padding bunched up on one side. The legs were damaged with dings and scapes. Within 10 minutes of receiving it, I requested a refund and sent it back. That’s my last purchase from any of the Wayfair companies.”

Wayfair 1 star review on 9th October 2020

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Posted 4 years ago

“Dreadful service. Waited in all day for a delivery. It did not turn up and no communication was received as to why not. I contacted customer service the next day (Friday) simply to be told that the item had left the depot but the courier did not have it. I was advised that the matter could not be sorted until Monday as the relevant personnel did not work at the weekend. Having heard nothing further by mid morning Monday l contacted again. This time l was advised that 'Monday' meant the end of that working day - i.e. four days after the item was due. Approximately an hour later l received an email to say that my money would be refunded in the next few days and that l would receive a further email telling me how to return the item! No explanation as to what had happened to my delivery so once more the hassle of contacting Wayfair. This time l was told (by helpful customer assistant) that the item had been damaged in transit and was now out of stock. I was told to ignore the email regarding its return. I was dubious about the item having been damaged in transit as l was unable to track the item on the day it was due to be delivered. Even if this explanation was true it is poor customer service to neither inform the customer nor to suggest an alternative item. I won't be rushing to use the service again”

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Posted 4 years ago

“Don't trust Wayfair to refund your money! Wayfair processed a refund without consultation to an old bank account that was no longer active. The bank returned the money to Wayfair but their accounts team refused to see this as an unprocessed refund. To date, I've wasted hours of time trying to resolve this issue and I've still not got the money! Very poor customer service, despite this complaint being escalated to the management team. Perhaps they will respond more quickly the more of these reviews I write.”

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Posted 4 years ago

“My order has been delayed 3 times, new dates of delivery kept being promised and delayed. Finally they admitted there was a processing error. Annoyingly I ordered a desk for home office on this website because it promised me delivery within a few days, meanwhile it has been nearly 1 month!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! (And I kept using boxes as my temporary desk, far from ideal.. Thanks wayfair.. not)”

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Posted 4 years ago

“Worst purchase of my life! I wouldn't recommend this product and buying anything from Wayfair! My estimated delivery date was changed 5 times, I was waiting close to 2 months for it. No one was keeping me updated and when I phoned few times no one knew what was happening with my order, and the only thing I was receiving was fake apologies. When wardrobe finally arrived it had few pieces broken, and lots, lots missing. Then I was told I can wait 6-8 weeks for replacement of the broken and missing parts. Useless. Got a full refund at the end and was told to just drop delivered bits at the skip or donate them somewhere. Worst online shop I've ever seen. Will never order anything from them again. Stay away from Wayfair.”

Helpful Report

Posted 4 years ago

“Worst purchase of my life! I wouldn't recommend this product and buying anything from Wayfair! My estimated delivery date was changed 5 times, I was waiting close to 2 months for it. No one was keeping me updated and when I phoned few times no one knew what was happening with my order, and the only thing I was receiving was fake apologies. When wardrobe finally arrived it had few pieces broken, and lots, lots missing. Then I was told I can wait 6-8 weeks for replacement of the broken and missing parts. Useless. Got a full refund at the end and was told to just drop delivered bits at the skip or donate them somewhere. Worst online shop I've ever seen. Will never order anything from them again. Stay away from Wayfair.”

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Posted 4 years ago

“Very disappointed with Wayfair. On 1 Sept. I ordered a conservatory furniture set, with a delivery date of 29 Sept. I was then emailed that delivery had been put back to Tues 6 Oct. Okay not a problem. On Sunday morning I arranged for my existing furniture to be removed in preparation for Tuesday's delivery. Sunday lunchtime I received an email from Wayfair putting back the delivery date to 10th November. We now face over a month with no furniture. We use the conservatory daily, especially as we can't get out and about so much due to Covid, so this is a real loss. First customer service rep suggested I try locating another set of furniture and Wayfair would check it was actually available. Located another set of furniture but on speaking to customer service rep no. 2 was given the standard delivery date of 11th November, no check to confirm it was actually in stock and refused any opportunity of an earlier delivery. As a loyal Wayfair customer, I'm very disappointed that they couldn't offer any assistance or gesture of goodwill in view of their wrongly advertised initial delivery date, and subsequently failing to give me reasonable notice of the long delivery date”

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Posted 4 years ago

“Marked as on stock on website, delivery within 3 days. Changed to within 2 months for no apparent reason.”

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Posted 4 years ago

“Ordered recliner Aug 9th was charged fully and told it was shipped Aug 18th...Now Oct 3rd and still no recliner and information on delivery non existent Done with Wayfair and maybe the parent co. Walmart also”

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Posted 4 years ago

“Ordered a sofa at the end of August, was told it would be backordered until mid October due to Covid. Fine. We all get it-there's delays. Then I get an email saying there was a delay and would be mid-November. Ok. Not happy but trying to be tolerant. I spoke to a customer service agent, who reassured me the item was in stock and was ordered-would be here in November but "probably before" because they "estimate towards the high side". Fine. Now, on a total whim, checked my Wayfair account and see the couch is backordered until mid December. No email, no alert, no updated information sent to me. Over 4 months and counting to receive an item. Cancelled. I know Covid has messed up our economy but other companies have got it together-you should figure it out as well.”

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Posted 4 years ago

“I returned a couple of items on the 14/09/20 and have proof that they were picked up by UPS. However, to date Wayfair have not refunded my money, despite numerous call to them and email confirmation to say the refund has been authorised.”

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Posted 4 years ago

“Was told item in stock. It was not. When item arrived, it was damaged and missing parts. Terrible customer service. Stay away!”

Wayfair 1 star review on 1st October 2020

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Posted 4 years ago

“This company cannot be trusted. After returning an item due to size issues I have been waiting for over a month for the refund. I have been told 3 times it was processed and will reach my account in 3 days - total lies! Over the space of 4 weeks I've been continually lied to. Do not trust them.”

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Posted 4 years ago

“Waited over 3 months for sofa delivery. No show on delivery day. Have to email them 3 times to be told some problem and can’t deliver for another 4 months this time (would be 7 months on total and will be after Christmas”

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Posted 4 years ago

“What a s**t show I do not often write reviews, but when I do, it has to be epic. I ordered a white desk. - it was delivered in 2 packages, about 4 out of 10 pieces were damaged from the corners. - a replacement was ordered via online chat and the first packages were picked up. - I try to track my parcel on the day it was meant to be delivered, only to find out 1 of 2 packages "has been successfully delivered and signed for" in a wrong address. even a picture is taken as evidence but it's not our house, nor our neighbors, a pin on a map shows it's a mile off. DPD confirms they have been given "the right postcode but wrong address" but refuse to give the the address? - Called customer service and they managed to divert package 2 of 2 to the correct address because I realised that, too, was going to a wrong address. They promised I will be contacted about the first one by next day 5pm. - I hear nothing of them next day, not surprised. I went for a walk and based on the DPD's pin on a map I found the first half of the desk in someone's hallway, a nice gentleman opened the doors for me and I took it home with a TAXI - I was happy to have taken matters into my own hands and was going to start finally assembling the desk, opened the second parcel only to find out that it is the WRONG COLOUR (oak) - called customer service and they informed me that they have indeed not actioned my previous query?! and once I told them about me finding the parcel, taking it home, and it not being the right color, they said that the correct color, white, is NOW OUT OF STOCK and ETA is November?! What a waste of time and energy. I chose refund but am still worse of because of the taxi trip. And I was not even offered a compensation. You think I will ever be ordering again?? I'd advise all others against it too.”

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Posted 4 years ago

“on martha stuart shop saw bath acc. advertised for 19.99 reg 24.99 saying at way fair. went to order it and was switched to wayfair at 24.99. BAIT AND SWITCHED. called way fair to order but they would not honor price. last time i will purchase from wayfair”

Helpful Report

Posted 4 years ago

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

Wayfair Reviews