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

“Ordered one TV stand which was meant to be delivered 2 days after I ordered it, then on the day I get a phone call from the driver explaining he only had 1 of the 2 packages , he said the other hadn't been scanned yet, then I ask him to deliver to my neighbour who would sign and he did not so delivery was sent back to depot, was told they would be in touch to arrange another delivery date, have had no correspondence from them whatsoever, have had to call every day to chase up my order. The customer service is disgusting, no help at all! act like they do not care. Was told only the one item was still scanned and was waiting on the other, said I needed the two items to be sent together this time as not able to be home on 2 separate occasions as having to take time off work to be home to sign for them, have been told both items will be delivered together a week later after ordering them, so still waiting. Avoid this company at all costs!!! I am disgusted with the way it's been handled”

Helpful Report

Posted 6 years ago

“They charging £4.99 for return item, is scandalous unlike Amazon or John Lewis also FREE to return items. Also continue send me different emails. After the questions with refund was closed and I unsubscribed from mailing, I asked them not to disturb me anymore. Apparently they do it intentionally. Complete disappointment. You care about your nerves - do not mess with shopping with them.”

Helpful Report

Posted 6 years ago

“Wayfair only accept their own courier service to return items, priced at £5 per item! I recieved 3 items of poor quality and had now have to pay £15 to return them. It’s absolutely shocking.”

Helpful Report

Posted 6 years ago

“AVOID!!!!! Completely useless company. Ordered a bed and only sent 2 out of 3 boxes. Tried to rectify but wouldn’t get the remaing parts for another week! Having to take another day off so that they can collect the 2 boxes with one courier company and delivery a new bed from 2nd courier company. DONT WASTE YOUR TIME OR MONEY”

Helpful Report

Posted 6 years ago

“1st order 2 products in different packages Both have parts that do not fit Wayfair staff very argumentative I will never ever again purchase from them Expensive, attitude problems, no proper procedures.”

Helpful Report

Posted 6 years ago

“WOW. Ordered Pillows which looked fluffy (and paid more for what looked like quality items). Arrived flat as a pancake, I could fit two of them in one pillow case. Ordered a horrible black ottoman bed which stinks. And an Egyptian cotton bedsheet that feels coated in plastic. £20 deducted from bed refund price and £5 off my three pillow orders which is £15. And £5 to return the sheet. That’s £40!! To print the label myself and take it to a ups pick up! And they make multiple collections instead of taking them all together. No flat pick up fee, you pay for every item you return. To add insult to injury they deduct their tax from us. Absolute cowboy company, they should not be allowed to operate in the UK, period!!!!”

Helpful Report

Posted 6 years ago

“Thanks a lot Wayfair. After waiting a week for delivery for my new bed, one of your stupid employees hasn’t even pack the bed together properly. I’ve received 2 of the same pieces causing me not to be able to put the bed together. And on top of that, you tried to argue with me about sending a new one after you guys messed up. I will never ever shop with you guys again, this is the THIRD TIME.”

Helpful Report

Posted 6 years ago

“Not happy that the 11 items I ordered last Friday are coming as 8 separate deliveries over the next 10 days......surely this has to be a wind up?”

Helpful Report

Posted 6 years ago

“The most uncomfortable sofas I have ever sat on in my life. Return policy ridiculous as well. You can only return in original packaging. How are you supposed to know before opening that they're so hard and uncomfortable??”

Helpful Report

Posted 6 years ago

“Very poor service I have been awaiting two months for the correct lamps to go into a £565 light fitting I purchased which did state lamps included they keep sending none dimmable lamps two months come on guys”

Helpful Report

Posted 6 years ago

“I'm not a Wayfair customer. After making an inqury about a product on their site I made the mistake of surrendering my home address. Now I get bombarded with junk mail fliers in my actual mail box. Wayfair has over 6 billion in annual sales and makes $0 profit. Mystery solved! Over the past 20 years, I'v spent tens of thousands of dollars at Ikea and I rarely rcv a mailing from them. I've spent ZERO DOLLARS at Wayfair and they've mailed useless promotions at least 20 times over the past three years. Advice to management. Stop annoying people.”

Helpful Report

Posted 6 years ago

“I placed an order for over $3000.00 dollars. I called and asked them to deliver all the items together. They say "yes no problem". I ended up having 7 deliveries with different dates and different times. I called many times to request to have all items delivered the same day. The only answer I received was to call FedEx and UPS to coordinate it with them. Why? I placed an order on WAYFAIR and is WAYFAIR who should have solved this issue for me. OK, forget about the delivery. I got part of my delivery and I have to say, it is just another disappointment. * One of the tables I bought was supposed to be black. When I opened the box, the pieces were different shades of black, once assembled, the edges did not fit, so it looks like a not good taken care of/old piece of furniture * The bookcase pieces were not finished (the painting was off), the edges were broken and the back was ripped This is just a nightmare. The worst experience ever.”

Helpful Report

Posted 6 years ago

“1. Shipping: the two BJS shipping guys definitely don't seem experienced in moving large furniture. After their 1st attempt to move it upstairs (with the package on), our wall were already quite scratched. After unsuccessful 2nd attempt they decided to give up, called their supervisor and ready to leave. 3rd try, I asked them to turn the bookshelf 90 degrees and then move - it worked well without scratching anything! But one of the BJS guys are quite nice and try to help. 2. Product: the bookshelf is looking very lovely but one drawer tends to get stuck often when pulling out. The top part is quite dirty and dusty while the bottom part is very clean and well protected. Interesting contract on a single bookshelf.”

Helpful Report

Posted 6 years ago

“I don't know about their products. I do know about the excessive emails. I've tried many times to get them stopped. Data protection say I've no account and no email addresses. They still come.”

Helpful Report

Posted 6 years ago

“Ordered a £130 mirror +vat 20th January which was in stock and paid in full. Wayfair contacted me to say now out of stock.........:2 months still not arrived, two emails today one will receive in March, other 4 hours later will receive end April......what a fiasco, I don’t know when I will ever receive my mirror and I don’t think they do, no apologies awaiting refund.......:: The first time I have shopped with them and the last and would definitely not recommend so keep your money and go else where for better customer service.”

Helpful Report

Posted 6 years ago

“Order a loveseat sofa from Wayfair and paid the extra to have it delivered on a certain date. The date came but my sofa did not. I contacted Wayfair and the CSR advised me that someone at Wayfair(didn't say who) took it upon themselves to change my delivery date to the next day> I explained to the CSR I chose that particular date because someone would be home to receive the package. She advised that it would be there the next day, however it came two days later, only to be missing sofa cushions and legs for the sofa.”

Helpful Report

Posted 6 years ago

“Unique and Antique Coaster set, End Table Top, Chess Board, Backgammon, Jewelry Box, Flower Vase, Pen Holder. Free Shipping Word Wide India Inlay Art - https://www.artefactindia.com Flower Vase https://www.artefactindia.com/marble-home-decor/marble-flower-vase-online Pen holder https://www.artefactindia.com/marble-home-decor/marble-candle-holder Coaster set https://www.artefactindia.com/marble-home-decor/buy-marble-inlay-coasters-online Backgammon https://www.artefactindia.com/buy-marble-chess-board-online/marble-backgammon-board Chess Board https://www.artefactindia.com/buy-marble-chess-board-online/octagonal-marble-inlay-chess End Table Top https://www.artefactindia.com/marble-inlay-table-tops/marble-top-side-table Coffee Table https://www.artefactindia.com/marble-inlay-table-tops/marble-top-coffee-table Jewelry Box https://www.artefactindia.com/buy-online-marble-inlay-boxes”

Helpful Report

Posted 6 years ago

“Rude customers service. Said that my package was on the van, got a delivery time could track the driver and the parcel never turned up. Then when I rang they said it had not been put on the van. (It was next day delivery item). Everytime I rang constant lies - in the end apparently it got “lost” so agreed to send me a new one. In the end I waited 2 weeks to get one coffee table. Which for 130 pounds wasn’t great quality anyway! After all that I never even got a sorry or anything from customer services, I work in retail and I would never treat my customers the way wayfair do. Do not trust this company! Was told everyday I would get a phone call for updates and I never got one... you have to chase them not good enough at all!! They blame the delivery company and the delivery company blame wayfair.. sort it out!!!!”

Helpful Report

Posted 6 years ago

“Best customer service I have ever had. Item cam broken/damaged and they were very helpful in resolving the problem”

Helpful Report

Posted 6 years ago

“Same items expensive than other site and return charges are a lot No price match”

Helpful Report

Posted 6 years ago

Wayfair is rated 1.5 based on 2,303 reviews