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

“Customer Service is rigid and all they do is read from some page on return policy and repeat the same thing over and over not listening to the customer concerns. They make no exceptions whatsoever on 30 day return policy plus 3days grace. They blame it on their suppliers. They can easily make a manual return or email their suppliers for exceptions but they won’t bother to help.”

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Posted 2 years ago

“HATE THIS STUPID FRIGGIN ADVERTISER. I WANNA SUE FOR ALL THE MINUTES THEY STOLE FROM MY LIFE”

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Posted 2 years ago

“I would give them a 0 but it will not allow me to do so. I ordered my patio set in December before Christmas. It was delivered in 2 boxes on separate days. 1 of the boxes did not have the hardware to complete the set. I have been back and forth with emails and numerous telephone calls. I still don’t have the hardware and just got another email it will be shipped sometime in March. This is not ok. 3 months for them to complete their mistake is not ok. I’m very very upset and will NEVER buy anything from Wayfair again”

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Posted 2 years ago

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Posted 2 years ago

“Terrible customer service! Don’t buy from Wayfair. They will promise you can return the item and then after the 30 days are up, never respond so that you’re stuck with item! My wife purchased an artificial Xmas tree and that’s what they did to her. They are not people of their word.”

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Posted 2 years ago

“Hi, I got extremely worst service from Wayfair and looking for someone to help me sue this company as they literally wasted my whole day waiting for the damaged TV stand pickup and giving me another day to reschedule as per their choice (Thursday, Saturday, and Monday). I have bought a free product from them and have to follow them. I paid a huge amount for the TV stand (Order Number: 3590806182 with the amount of $1,439.43) and they are driving me through how to return the product. The day one I received a fully damaged TV stand and reported the same to customer services with video, and pictures and explained the pickup at the earliest. Now, on the day of the pickup, I got the message that they will visit and pick up the damaged TV stand and after waiting for the whole day, no one showed up. I wasted my whole public holiday waiting for them at home and didn't go anywhere, nor bought groceries for the home and kids. This is really frustrating and hence I am providing real feedback with the order number. I personally suggest don't buy the equipment from these online retailers till they take serious action on their mistakes. Please help me with how to take legal action against this company while giving me mental torture and wasting the whole day. Thanks”

Helpful Report

Posted 2 years ago

“I bought a shoe cabinet, received with badly damaged box and damaged cabinet. Ask for a refund, but they will still send a replacement after two days. So now, I have to return one cabinet I received and the future one I will receive!! This means two days in the house waiting for picking up, and their system still requires paper printed label, which would normally be okay, but I ran out of ink and haven't used my printer for ages! Now I have to buy the ink to finish the return! Absolutely Dreadful! Amazon would be so easier, even cheaper! I was nut to choose to buy at wayfair. Amazon has a more efficient way to solve the problem peacefuly, rather than purely apologiseze with absolutely no single way to help! I felt being bullied by Wayfair, they still have my money for two returns, and what did I do to deserve this? Very very very bad choice!”

Wayfair 1 star review on 13th February 2023

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Posted 2 years ago

“I had an absolutely shockingly dreadful experience and was treated deplorably by wayfair. I will never buy from them again as a result. I placed a large order (almost £1,000) and they failed to deliver what I had ordered. I kept checking online and on multiple times I saw items were due to arrive, so waited in. The delivery dates always differed between wayfair's website, the auto emails and the courier. Once I had to cancel plans after receiving an email from an actual wayfair employee saying my very delayed picture was arriving that day (they lost the first, and then sent an incorrect product) - obviously it did not arrive. Some parts of my order never arrived. Some did - on different days than stated - but these were mostly badly damaged, dirty, of such poor quality, or so badly made they were dangerous. Over half of the products that I received had to be thrown away. Shockingly the damage was done before packaging - meaning damaged products were packaged and sent out. I contacted wayfair on multiple occasions by different means. They did not care. They lied, made up excuses, and did not do what they said they would. I chased for months and months as wayfair refused to contact me. They cannot (or will not) track their own deliveries. They have no control over quality or what is delivered. They did not meet their own delivery contract as stated on their website. For an online company this is simply inexcusable. All they seem concerned about is getting customers' money - they had our money for months before we received products or a refund - they did not care and had no reason to act. There was no follow up into products that should have been delivered - no-one ever contacted me - and no investigation was made into their failings. My online account still says I am waiting for products to be delivered - why has there been no follow up on this? They have no published complaints policy. When I asked staff how to raise a complaint they refused to say - absolutely inexcusable. I made 6 serious complaints to different departments - all were ignored. They refused to address my complaint; they would rather leave me unhappy and angry. I had to email the CEO before receiving a very brief reply from someone very low ranking. He was incredibly dismissive, mocked me, called me a liar, and refused to give compensation for the months of problems I had experienced, saying the refund I had received for damaged and undelivered products was my compensation. He took £5 from my wayfair account that was there after I had written a product review, and said I could not complain anywhere else as they are not covered by an ombudsman. I reviewed every product that I ordered, but most of them are not on their website as they will not allow negative and accurate reviews. Such absolutely shocking and atrocious treatment. They should not be allowed to trade.”

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Posted 2 years ago

“TERRIBLE CUSTOMER SERVICE, TERRIBLE CUSTOMER SERVICE, THEY OVER PROMISE AND UNDER DELIVER. DO NOT BUY FROM HERE, YOU WILL BE SO DISAPPOINTED AND WISHED YOU WENT SOMEWHERE ELSE. SO POOR IT IS PITIFUL.”

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Posted 2 years ago

“The absolute worst customer service. Ordered 2 bathroom vanities….several bathroom lights. Had to return lights and the return shipping was over $100. I WILL not be buying anything from Wayfair. Customer service was less than helpful.”

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Posted 2 years ago

“I bought netto 77.16'' Upholstered by George Oliver from wayfair My first and last purchase from this company. When you google something wayfair comes up a lot beautifull pictures and big discounts but the truth is the quality is extremely low and the discounts are fake because you can find the same price somewhere else without discount claim! I wanted to write a review on the product I bought but it doesn't let me. Review writting is inactive! Interestingly there is no google reviews for this site either. Very unethical Very frustrating”

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Posted 2 years ago

“Please do not use this company they rip you off and steal your money. Let me explain...I ordered a upholstered Storage Bench beginning of January and was told it would be delivered in 3 days and then when it was supposed to be delivered it went on backorder I then waited for the new delivery date again to be told when i messaged customer service its on backorder the agent was rude disgusting. Anyway I then waited again and on the fourth occasion I called them on the phone to find out a definitive date in which they lied so I waited again. I then called back to cancel and ask a manager to call me which never happened. I was told my refund would take a week ok. A week later no refund nor any product so I called again but this time to be told I cannot have a refund as my item was a special order and is on route 🙃. In the end I put a dispute in with PayPal and they ruled I my favour and refunded me a week later. My advice do not use wayfair they lie and cheat blaming the 3rd party suppliers and take no responsibility even though you have paid them directly. Please everyone be very careful do not use them fo elsewhere.”

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Posted 2 years ago

“I have been lied to, messed around,told completely different stories by different agents. The left hand has no idea what the right is doing. There are some lovely poor souls in the contact centre trying to front this up, who apologise for the lies and miscommunication but they can do nothing but pass it on and "escalate" it to managers and the complaints department who do not bother to call, even when I have told repeatedly that they will. I am now told that they "do not reach out to customers." That just about sums it up!”

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Posted 2 years ago

“Terrible customer service, would never buy form them again. We brought a table for around £300, over the 1.5yrs s split in the wood top became a massive split in the top and made the table unsafe to use as it becomes wobbly, and almost collapsed. they said they would replace this, and then when the courier didn't turn up, they said they wouldn't be replacing it. POOR QUALITY”

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Posted 2 years ago

“Bought a defective rug.. poor customer service. Won’t replace it.”

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Posted 2 years ago

“wayfair worst company now that made.com has gone!I hope wayfair is next bought self adhesive wall paper not cheap either stuff keeps coming off the wall and 4 emails to their customer service dept 4 weeks ago still no reply!another company employing young people for minimum wage and those people not caring shame on you 2 guys who created this company.”

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Posted 2 years ago

“I own 2 companies that place orders at every vendor you can think of. Any time my client wants to order from Wayfair I know 100% there will be problems… always. Like everyone says, they script lies, and many times won’t grant you access to your own account, regardless of verifying name, address, order number, email address, product name and details… for a company to have the billing info for their clients on 50 different projects, when the billing address is different than their address, is near impossible. Why would you put someone who provides so much information in a position to lnownimpossible things to return a call to the delivery team trying to organize the details of a large delivery? Tina with the delivery team is the worst, has some giant ego for some reason, and won’t let you give delivery details they asked for in a voicemail. If I had an employee like this I would fire her immediately.”

Wayfair 1 star review on 1st February 2023

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Posted 2 years ago

“They use DPD who are both reckless and useless. Ordered two desks on the 10th of Jan. Scheduled delivery for the 17th. Didn't turn up due to "weather conditions" despite Amazon, FedEX, and Royal Mail all braving the fierce millimeter of slush to deliver items over the next 13 days it took DPD to find my order. Once the two desks arrived (two days apart) they were both heavily damaged with holes in the boxes. The holes had DPD tape over them like that was supposed to hide their handy work? Opened the boxes and the main, wooden part of both desks had reasonable sized dents/crushed corners. During this whole process DPD had been telling me "being delivered today" every day for those 13 days. Wayfair had essentially washed their hands of it and refused to comment apart from "with the courier, we passed a message on to our Delivery Solutions team". I received one automated email from this supposed team before my desks showed up 5 days after I was supposedly escalated. Once the desks were delivered (damaged and 13 days late) the customer support reps fed me scripted lines repeatedly. After over an hour on the chat (this time - I had easily spent 4 hours on chats with them previously chasing up where the desks were, not to mention DPD...) they finally issued a refund after I posted photos of the damaged boxes and desk. Here's the kicker though. I don't get my money back until they have the desks back. So I have to wait on their courier who messed this whole thing up to begin with. They had no problem taking my money before the desks were in my possession, but are unwilling to give me my money back before the desks are in their possession. Reported them to Action Fraud and NCSC already but will be looking for other relevant parties to report to. And going to review anywhere I can find. Criminals.”

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Posted 2 years ago

“Just had one of the worst experiences at wayfair. Bought Hults Murphy Bed on 12/15/22 with a ship daye of 1/7/23. Got email to reschedule for following wed 1/7/23, called and rescheduled for following sat 1/14/23. Finally delivery came with only the frame (2 pieces broken), the 2 boxes were the frame...no bed metals at all. Like where would i put the mattress??? Called and found out Wayfair knew the issue all along but shorted their customers anyway. Now i have to wait 2 weeks or longer for that part/box because i threw my box spring and metal frame out as soon as i got my delivery. No email about this conversation either. Was only told that tomorrow there will be a mass email about this. This company sucks”

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Posted 2 years ago

“Poor customer service. Item was not delivered on the day it was scheduled. Item was posted as delivered on my customer order page. I called customer service they said to wait for shipping company to call. They didn’t call. Finally I bought another vanity and tried to cancel my order. They told me I couldn’t cancel. Then when the item wasn’t delivered and I communicated w customer service many times they cancelled the order. They took $90 out of my refund for shipping costs. Even through it was their fault their delivery company didn’t ship the item. They refused to listen and told me I had no recourse. So they held onto hundreds of dollars for months and then took $90 more for not delivering an item”

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Posted 2 years ago

Wayfair is rated 1.5 based on 2,303 reviews