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

“Pray that your order arrives correctly, or you will be spending hours of your life on the phone being lied to by their customer service team. We ordered a dining room table which arrived without legs. Weeks later we still have not received them, despite being assured on multiple occassions that they were being "expedited," or will be sent on X date, only for X date to come and go without any legs being shipped. They don't care that their shipping is unreliable or that their service is bottom of the barrel bad. Their only feeble effort to compensate you for your troubles will be to offer a 10% discount on a future purchase. A purchase which I assure you that you won't want to make.”

Helpful Report

Posted 2 years ago

“Order a headboard on Nov 27th 2022. Received order 26th Jan 2023. I was told on a number of occasions it had been delivered. I wasted so much time chasing, calls, email online chat. The worst customer experience I've received from a online retailer. BUY CHEAP, BUY TWICE. Lesson truly learnt on this occasion - avoid by all counts.”

Helpful Report

Posted 2 years ago

“Placed my order on the 14th December for a dressing table, the parcel is in three separate boxes, boxes 2 & 3 have been delivered twice but no sign of box 1. I have been told so many stories I can't keep up. 27th January and still not received box 1, it is the courier, it is the warehouse, it is shipping....not a clue. I will never use this company again and I've been told it is company policy that they don't offer any form of compensation.....amazing customer service!!!”

Helpful Report

Posted 2 years ago

“I placed an order for sofa and applied a 10% coupon. Two days later priced dropped $50. I cancelled the order immediately same day. After speaking to a representative over the phone I was assured that there is no need to cancel it and that she can reverse a cancellation, request a price adjustment and I should expect an email within 24 hours. I did not receive a confirmation email and when I called in again I was assured again that everything is fine. In a day I finally got an email that cancellation has been reversed. However I didn’t receive a refund for pricing adjustment. In two more days I called again and was told that they are runnIng behind the tickets and that I should hear back in another 3 days. Next day I got an email that price adjustment was rejected since a discount has been already applied. This is making no sense as the discount is not related to the price listed on their website, it is a first time customer coupon, so I simply could just cancel my order, place another order and apply a coupon on the dropped price. Apparently they just lied to me and I feel wayfair simply running a scam. I of course called again and asked to escalate it to the supervisor, I must say that supervisor was not enthusiastic at all in helping to resolve this issue other than “re-submitting the same ticket”, he sounded really annoyed that he even had to pick up the phone and talk to a client. When I asked if I will be able to cancel the order in case this ticket will be rejected again, he said “yes”. Next day they emailed that the ticket has been rejected and when I tried to cancel the order as supervisor told me Im eligible to do, they refused as order being already shipped, so even supervisor misinformed me again. This is by far the worst experience I’ve ever had with any online vendor. They are absolutely unprofessional, incompetent and careless liers who don’t follow their own policies, misinform customers and make fake promises. I should’ve check the reviews before even doing business with Wayfair. I warn everyone not to deal with this company! Even if your first orders will be ok, they eventually will screw you up as this only a matter of time.”

Helpful Report

Posted 2 years ago

“I received a mixture of two different beds in one box. I ordered the Tufted Upholstered Storage Platform Bed but received the drawers from it but received the rest of the bed from Airi Upholstered Bed with Adjustable Headboard. When I called customer service because my assembler stated he was missing some item they could not identify the missing piece and asked me to send a picture of the instructions. The customer service rep should have acknowledge I had the wrong bed but she did not although she did not understand why my assembler had different instructions for a bed that was not what I order. So currently I have part of a bed put together and parts arriving for a bedframe that will not fit. Could I please have a full refund for the bed @ $439.99 and $51.99 protection plan. I am to old to continue to be worried about if you are going to provide me what a paid for. I am also to old to continue to pay someone to bring the ordered items from Wayfair to my door. This has caused me some unnecessary stress. I want a full refund and I will order locally. I chose Wayfair because my neighbor had a good experience and your prices. However I would rather pay more locally than to go through spending more money to have items delivered to my door properly and get what I purchased. I am just to old for all of this confusion. When I tried to get a refund Wayfair representative said they could not issue me a senior a refund because it is out of their hands and in the hands of a 3rd party manufacture plant. The customer service rep stated that I would have to work it out with them. Although I did not pay the manufacture I paid Wayfair I would have to wait 1 - 2 days to receive a response on whether or not I would receive a refund. This is my first time ordering from Wayfair and my last. When it comes to you as a customer you do not matter. I ONLY WANT MY FULL REFUND for the bed and the 5yr protection plan!”

Helpful Report

Posted 2 years ago

“do not buy from Wayfair, they deliver half the goods, then change the adverts and delete complaint logs, and try to blame the customer”

Helpful Report

Posted 2 years ago

“I ordered a chest of drawer with this company. My invoice had two different items, different models. I checked with them if this was OK. They told me that was fine, this was only the provider using different names for descriptions but I should be reasured that I would receive the correct items. I got the items and ensambled it. Surprisingly the drawers were from a different model and I couldn't fit them. I tried to return the item for a refund. First try, I spoke with customer service and told them I couldn't unensamble it, they said it was OK. The company came to collect the package and they said they couldn't take an item without its packaging. Second try to return this. Now everything was packaged. They came to collect it but this time they only brought one label for one box when I received two boxes. They couldn't take the boxes with them. Third try. I am still waiting for them, let's see what is the next excuse to not take the packages and let's see if I can get my refund easily. Such a nightmare, I would avoid this company at all cost. Nevermore, very bad customer service they don't help with anything, they just make things more difficult for the client. Couriers working for wayfair should avoid working for such bad companies as their reputation is going to be really bad. Companies like this must not exist.”

Helpful Report

Posted 2 years ago

“I open up account with Wayfair and place my order. The order was over a thousand. I wanted 12 months interest free. I call with in 5 to 10 min. later to make sure I received the interest free. I was told by the represent that it didn't go through. She told me the order would have to be cancel and replaced. The new order was deliver and did not work for us. They are charging a return fee of 360 to return the item. More than 30% of the cost. I asked if it could be wave or adjusted. I was told they have already made an adjustment for the first cancellation. If you place a order and it is not place correct and you catch it with in 5 to 20min. You should not be penalize for it. I would not recommend Wayfair to anyone.”

Helpful Report

Posted 2 years ago

“Customer staff most try to help but the problem is wayfair, suppliers, and delivery they just dont work together wont use again and definitely would not recommend, another point items are well and truly over exaggerated”

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Posted 2 years ago

“Best business model. They have no idea no communication with their warehouse, the customer service do cute small talk to ease your frustration rather than providing a concrete reason about the delay. Worst business model, they do not deserve US market.”

Helpful Report

Posted 2 years ago

“No so much wayfair as the courier. They never ring the bell and just dump the parcel on the doorstep so it’s tough if your not in. Collection is just as bad how can you wait in all day for them to collect an item it’s so rubbish The COurier is ups rubbish I will not order from Wayfair again ever”

Helpful Report

Posted 2 years ago

“I absolutely love Wayfair! I purchased two grey high back dinning chairs and a console that I caught on sale. Extremally happy with the quality of all items! Just take the time to read customer reviews on the item that you decide to purchase because that helps to inform you of the quality!”

Wayfair 5 star review on 12th January 2023

Helpful Report

Posted 2 years ago

“Four delivery dates and non of them met. Lied to by customer services again and again. All the time my orders was not been delivered and I was told it was back ordered or drop shipped by another company, Wayfair were advertising next day delivery for the same product. Terrible company, please do not use.”

Helpful Report

Posted 2 years ago

“Ordered goods and still haven’t received 3 weeks later. Customer service Evan tells me he can’t do anything to assist and he can’t give any details on when I’ll be refunded as another department within Wayfair will need to get to be me. Rubbish customer service and delivery won’t be ordering again”

Helpful Report

Posted 2 years ago

“Extremely disappointed I am extremely disappointed with the way my recent order was handled. I purchased an item on sale for approximately £59 in November, with a promised delivery time of two weeks. However, the item was damaged during transport and did not arrive on the scheduled date. I was not informed of this by Wayfair and had to contact them to find out what had happened. Upon doing so, the item was reordered with a delivery time of six weeks. During the fifth week, I received an email stating that my order had been cancelled without any explanation or options. When I contacted Wayfair again to inquire about this, I was told that the item had been discontinued and that I would receive £10 in compensation and a refund. It has now been almost two and a half months since my initial order, and I still do not have the item or my refund. Furthermore, I will now have to pay a higher price to purchase the item since it was originally on sale. The representative I spoke with, Ksenia, was polite but did not seem to fully understand my concerns and was unable to provide a satisfactory resolution. It felt like she was following a script without truly comprehending the situation. Wayfair should take responsibility for these issues and provide customers like myself with a reasonable solution. Overall, I am extremely disappointed with the service and lack of common sense shown by Wayfair and will not be making any future purchases with your company.”

Helpful Report

Posted 2 years ago

“I received a cardinal snow globe. The built in feature to move the snow does not work. A Wayfare associate I could pay for shipping ($18.00) and return it or keep it with a 25 percent refund. You want me to take a financial loss for something that doesn't work. You are a crooked company and I will try to convince others not to buy from you.”

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Posted 2 years ago

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Posted 2 years ago

“Worse customer service ever”

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Posted 2 years ago

“Customer service is good but in my opinion products are subpar. Each item I have ordered over the last year have be defective, damaged with shipping or of very poor quality.”

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Posted 2 years ago

“I'm writing to let you know that your company is a big fraud, you approved me for financing and when I ordered furniture for my daughter your company declined, I called and spoke to your office and your explanation was because my address and where the furniture was being delivered was not matching???? I always purchase things on online and have them delivered to family and friends different address and there's never being an issue, then the lady tells me that I should apply again, after this how damp do you think ppl are. I will do my shopping with other companies that values customers.”

Helpful Report

Posted 2 years ago

Wayfair is rated 1.5 based on 2,303 reviews