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

“Unfortunately it's too late for me, wish I saw these reviews before ordering! It has been a horrible experience, ordered a bathroom cabinet for delivery on 31st July, then on the day I realised it was NOT shipped yet! I phoned, was told it will definitely be with me on or before the 7th of August, I was not very happy but was reassured it will definitely be with me so I waited. Comes the 5th of August, I receive an email saying my order is now transferred to a specialist team to investigate and that it will take 2 business days to see what's going on!!! I tried to cancel the order but apparently I am not allowed to cancel it either, now I am stuck without the item and without a way of ordering from elsewhere until they cancel it for me. Terrible service, never ever again even if my life depended on it!”

Helpful Report

Posted 5 years ago

“WE ordered and paid for a sofa on the 2nd July. We still do not have a sofa. WE gave away our sofa sets to charity prior to our first delivery date. Since 2nd July have gone through a catalogue of disaster, lies, misleading information, to be finally told that the Wayfair delivery agent had lost our sofa. Who can lose a sofa. Countless emails , telephone calls, missed delivery dates on a second sofa we are now in the hands of two senior managers who still do not have clue where any of our sofas have gone. This is the most appalling treatment handed out by Wayfair and it still goes on . Clearly Wayfair still do not have a clue what happened. Do they care. NOOOOO!!!!. People should be very careful of dealing with company as they take your money but do not deliver the goods. Is Wayfair using customers money to prop up their accounts. Apparently you cannot get a refund until the item that you ordered is returned to their depot. How is this possible when the item or items have been lost!!!!! There needs to be a high level government enquiry as to how this company operate in the UK .”

Helpful Report

Posted 5 years ago

“I made my first purchase and the item was advised as "buy two get 40% off" when it actually meant "buy one, get one 40% off". I contacted customer service and they basically said sorry you're wrong so we won't be doing anything to reimburse you. But impressed, I'll stick with Amazon.”

Helpful Report

Posted 5 years ago

“Worst customer service ever - please do not buy from here. Bad company, bad people, poor Quality! They win’t Survive in such a competitive market but please dnt put your self through the same experience as my family! Embarrassing”

Helpful Report

Posted 5 years ago

“A bunch of crooks stole my poor dogs bag.”

Helpful Report

Posted 5 years ago

“Don't buy anything from the. 2 broken sideboards so far. With great difficulty getting them returned. A new product selected and promised delivery day missed. Now cannot get through to cancel order. Run! Stay away from them...they lie about everything and they they have my money...”

Helpful Report

Posted 5 years ago

“3 weeks after our items were due to turn up we were told they had been returned to the warehouse for an unknown reason. We have now been told to wait until March 2020! There were no phone calls and emails go unrealised. Yes, they have now refunded our money but really, it’s shocking service and a company that should be steered clear of.”

Helpful Report

Posted 5 years ago

“The website is awful. Can't search intuitively. Page formatting needs major overall. Delivery service also terrible. We were given a delivery date and were texted two days early that it was arriving the same day! Of course we weren't at home. You can't run a business like this. They don't deserve to succeed.”

Helpful Report

Posted 5 years ago

“Awful service won’t take responsibility for anything. Avoid at all costs delivery service awful and wayfair say not there problem. Way fair won’t take responsibility!!!”

Helpful Report

Posted 5 years ago

“Ordered a sofa and did not arrive on delivery day still waiting with no response from wayfair other than we’re on it and chasing it?? But nothing happens, how can a company operate like this”

Helpful Report

Posted 5 years ago

“After ordering twice, got an email for both orders saying that they are cancelled. Where for the first order cancelled it was understood as i used my oversee credit card, I was frustrated that my second order was also cancelled although I used my UK credit card. When I called to complain, I got a very indifferent custom service operator who did not bother to help but just told me that my second order was cancelled due to security reasons for the usage of my first credit card and did not try to do any effort to rectify the situation. She just said that I need to call my bank ans get a 6 digit pass code which is relay rodiculous to do. Never to order again from wayfair.”

Helpful Report

Posted 5 years ago

“AFTER ORDERING ITEM ON 15TH JUNE 2019 I RECEIVED WEEKLY EMAILS DISPATCH DELAYED,AND NOW ON 22ND JULY THEY SAY THE POBLEM IS ITEM WAS CANCELLED BY CUSTOMER WHICH IS NOT THE CASE WORST ONLINE COMPANY I HAVE EVER HAD DEALINGS WITH”

Helpful Report

Posted 5 years ago

“Have had a shocking customer experience my first and last order off you was suppose to arrive last Monday your site still says this has been delivered I have been given conflicting feedback off wayfair and have been treated with contempt with your delivery company xdp who know what house they wrongly delivered to and said they would go back last Friday and deliver to me on Friday they haven’t wayfair have refused to refund me my money and I still have no goods!!! Absolutely appalling wayfair!!!!! As of yet nobody is telling me anything!!!”

Helpful Report

Posted 5 years ago

“Most of the items sold from Wayfair are of poor quality. Without fail, every time I purchase an item made of wood, there is something wrong with it. Furniture also does not last very long. Best to pay a little more and find a company that properly attends to the quality of the items sold.”

Helpful Report

Posted 5 years ago

“BEWARE OF FAKE SALE PRICES Placed order on Globo swing chair on a sale price, as Internet was playing up, phoned the order through. Next day it was cancelled by Wayfair via email. I checked site and the colour I’d ordered now showed out of stock due back early September. However another colour at the same price showed as in stock so quickly placed another order. Confirmation email showed that the delivery would be an extra couple of weeks. Also it wasn’t described as weatherproof so looked for the cover. Decided to call customer service and check that the new order would not be cancelled and was in stock before placing an order for a cover. Operator called the warehouse in Germany and confirmed stock availability, so I ordered the cover. I’ve now spent almost £650. The cover arrived Monday and an email from Wayfair arrived shortly after the cover, again cancelling my order for the chair that I’d ordered the cover for. Pretty annoyed I checked the website and the item in that colour was now out of stock and due back September. I called them and asked why I’d been let down again, they said they’d get back to me. Today having not heard anything, I wrote my first review, they read that and Calle me back and frankly I’m appalled at their excuses. Do you really think a different coloured cushion on a chair adds £200? If two colour ways can be advertised at a sale price and I can place two orders, why if they are out of stock by some mysterious mistake by the warehouse, on both occasions, can they not as a gesture of goodwill sell me one of the other colours instead at he same sale price Seems the reality is they don’t wish to sell ANY at the sale price and “Graham” a manager in customer service thinks that it isn’t a fraud to advertise, accept an order and take payment for items that they have no intention of selling at that price. Basically if I want said chair, I’d have to pay the full price which was an additional £200. Clearly I’m not going to do that as there are other sellers that are cheaper online. But that’s not the point. This is misleading to advertise goods in a sale and not honour the advertised price and pretend it’s a mistake. Once perhaps could be a mistake, twice after double checking stock, no. This is fraudulent and deliberate, otherwise they’d have offered to sell me at the sale price one of the other colour options as a way of apology. They were arrogant about supply and demand, in truth they believe they can sell them at £200 more than sale price so why would they honour their sale price to me. Basically they tempt you in and expect you to want the product so much you’ll cough up the extra money to pay full price. BUYERS BEWARE!”

Helpful Report

Posted 5 years ago

“Ordered items, paid by credit card. They cancelled the order and will refund me in 5 days (to protect me) no manager present and staff member unable to give me details!!! It’s my details so why are they secret!!!”

Helpful Report

Posted 5 years ago

“Large sofa bed not delivered on due date. Seems to have vanished into thin air ! Way fair and courier company said it was the fault of each other .I have spent best part of a week on the phone to no conclusion. Courier company were helpful . Wayfair constantly fobbed me off with untruths . Had to get PayPal involved am still waiting for refund after 2 weeks. Have no sofa to sit on. Dreadful company. Would never recommend.”

Helpful Report

Posted 5 years ago

“Really bad service and communication. Never received my delivery, Although parcel shown has delivered. Of course it won't be straight forward to get my money back either. Appalling is all I can say. I have never wrote te a review for any on line orders I have placed.”

Helpful Report

Posted 5 years ago

“I will never use this company again!! I will never use this company again! What a complete and utter nightmare! My daughter ordered a bed and mattress a few months ago. I should of learnt from this. She had a bad time with delivery. She is disabled and ended up having to sleep on the floor due to their incompetence. They offered a poultry tiny amount of compensation. I thought I’d d give them a try and a second chance and order a bed and a mattress. What a mistake. After having such a nightmare trying to arrange the delivery I was told the items would be delivered on the Wednesday. Great. I arranged to be in all day as wasn’t given a time slot. I then get an email saying the items would be delivered on the Tuesday. I called Wayfair on the Monday morning to clarify and was assured not too worry they were definitely being delivered on the Wednesday. I then get another message on the Tuesday morning saying again they were being delivered on the Tuesday. Called Wayfair back and was then assured that I wasn’t to worry and if I wasn’t in on the day they would come back and re deliver on the Wednesday. Wasn’t convinced but took her word for it. ( Bearing in mind I am a women of nearly 70 with a bad back due to braking it and my daughter is disabled). I returned home to 2 large boxes on my doorstep. I was fuming!!!!! I then had to try and find some help to get them into the house. I then called Wayfair back again, telling them what had happened. What a waste of time. All I was offered is 10% off my next order. Do they seriously think I will be shopping with them again!! What a joke!!”

Helpful Report

Posted 5 years ago

“Even if it is a needle, no one should purchase from this company. The worst in customer service but on top of that the lies about delivery. They seem to be in cahoots with DHL to lie for one another. They will make you wait at home for delivery message from DHL at a certain time but they never show. When inquiring about it with wayfair they claim they will try their best to have it the next day but the same thing happens again. DHL sends a text for a time and they still don’t show. I will never make a purchase from them and word of mouth is the best for anyone to hear about their horrible service.”

Helpful Report

Posted 5 years ago

Wayfair is rated 1.5 based on 2,302 reviews