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

“The delivery arrived damaged. They arranged a replacement but this also arrived damaged. They gave us a full refund but I just wanted them to deliver a TVs stand. Ended up taking both to the tip. Complete waste of time on everyone's part.”

Helpful Report

Posted 6 years ago

“I ordered an umbrella didnt arrive on the date it said it would, so waited another 2/3 days still didn’t arrive, I range customer service, they told me it would be getting delivered end of January in the new year of 2019 because it wasn’t in stock, I was fuming as I had paid for this and it did not tell me it was not in stock they said it would arrive with in 4/5 days..!! How shocking”

Helpful Report

Posted 6 years ago

“I bought a coffe table from Wayfair and I used it for few months and then it started to peel off and now it looks very bad. I asked them if they could do something and they said no. I'll never buy from them again. Think before you buy anything from them.”

Wayfair 1 star review on 2nd August 2018

Helpful Report

Posted 6 years ago

“Ordered a bed frame from Wayfair which was due for delivery in the morning of Friday 27th July. I took the day of work to receive delivery as they don't deliver on a Saturday waited all day until I was told at 5pm it wouldn't be delivered that day. I spoke to 4/5 customer representatives until I spoke to Jeff - who apologised and told me he would organise delivery today 28 July. I received a txt message saying it would be delivered between 9.45 - 11.45 on the 27th (which it obviously was not). i spoke to him again in the morning of 28th July and he reassured me it would be delivered in the morning. unfortunately still no bed. I'm cancelling my order. Never experienced such a useless ill equipped customer service team. Definitely would never shop with them again. Huge Waste of time and money. Appalling service.”

Helpful Report

Posted 6 years ago

“Order was not delivered on time, and when it was delivered, just left in the hallway of our block - without telling us. Wayfair acknowledged the delivery service was unacceptable and they offered me 10% off if I ordered again within two months - which I'm not going to be doing!”

Helpful Report

Posted 6 years ago

“Free delivery for most of UK for orders over essentially means England (possibly Wales) but not Scotland - most areas of Scotland attract an additional £25 surcharge. Found the same product elsewhere and whilst it cost marginally more (once delivery was factored in) the delivery charge was the same throughout the UK so ordered from there”

Helpful Report

Posted 6 years ago

“Charged me for over £100 worth of items, promised delivery within 2 working days yet 8 days later still no delivery despite 3 calls chasing and customer service promising it would be here by tuesday, then thursday, then definately friday. Its now wednesday and still nothing has arrived. I have just been told it is on back order and a refund will take 3-5 business days. Wayfair are crap, Argos offer same day delivery how can wayfair take nearly 2 weeks”

Helpful Report

Posted 6 years ago

“First purchased mirror great, then nest of tables turned up scratched leg had been broken and stuck back on very stupidly took £25 back however wished I'd sent them back they are worse than the ones I donated to a charity shop will never ever shop with them again, Lorraine Kelly needs to reconsider promoting this company.”

Helpful Report

Posted 6 years ago

“Not sure how they are still in business. Ordered mattress and bed. Mattress left wherever the courier felt suitable. Bed never arrived. Week later and bed is delivered - 4 hours after agreed delivery slot. Open bed. Bed is broken. Advise of broken bed. Told to leave bed outside for collection. Bed is not collected. Told then that collection needs to be signed for. Shambles. Luckily bed was not stolen. Drawer set ordered. Delivery dates all over the place. Drawer set arrives. Drawer set is broken. Second drawer set arrives another day. Left with neighbour. Again, not a specified delivery alternative. Neighbour says delivery company was going to leave it outside. Box is seriously damaged. Highly likely broken inside. Replacement bed still not delivered. After this debacle, I would suggest you heed my advice and steer clear of the shambles that is Wayfair. Don't be taken in by the seemingly "good" deals and huge selection. Likelihood is it either won't arrive and/ or will be broken. Wayfair's business model is a shambles. Worst service I have ever experienced in my life. If only there was a 0 stars option for "should be forced to close", I would click that until my mouse was worn out.”

Helpful Report

Posted 6 years ago

“After much deliberation I ordered a garden bench from Wayfair and although it was delivered on time the courier dumped it by my front door where it was visible to passers-by. Luckily (or so I thought) it was still there when I got home from work. I could have forgiven this but for the great disappointment of being sent the wrong bench. Ok here we go again with another email to an online company although I did receive a response quickly to actually get my refund required a demonstration of perseverance and resilience never before executed. It involved several emails and a phone call to my bank to provide an ANR number (nope me neither!). Wayfair did not arrange a collection for their item and instead told me to dispose of it by any method I saw fit. So I asked my friend (he is the proud owner of a power tool) to assemble it but this too was fraught with difficulties as the pieces of wood were not the correct size, no pre drilled holes etc. and after a few attempts it was reduced to kindling for my fire. With the benefit of hindsight I wish it had been stolen when it was left unattended at my front door by the courier. Will I buy from Wayfair again? Nope not on your sweet Nelly :-(”

Helpful Report

Posted 6 years ago

“I was going to order a desk but had to wait till I got paid. The desk was £113 was £154 then to my horror the price had gone up not back to £154 but £170! Ordered 2 purchases and the lamp was broken and didn't have a UK plug on it. The bookcase was in the sale but paint work was marked and joints didn't join. Have been offered full refunds or discounts and customer service was good. Maybe I wont be purchasing the desk now. Also need a filing cabinet which is £85 on Wayfair order thru Amazon £53!!”

Helpful Report

Posted 6 years ago

“Patio set delivered the wrong chairs. The sofa which was correct was damaged. Pick up after complaint an hour outside of the time slot and have to wait another 3 weeks for delivery. Shop elsewhere”

Helpful Report

Posted 6 years ago

“Echoing some other complaints, their delivery service is appalling. We ordered a small double bed and the "package" duly arrived. Dismantled the old bed (some of the wood splitting) and opened the new. Found to my horror that two complete side panels were missing, plus I could see from what was there that it was extremely poor quality (bed was over £350). My wife phoned and complained, not Wayfair's fault, the delivery company. She would get back to us in a few days with an update. Meanwhile son is no bed to sleep on. I urge people to shop elsewhere.”

Helpful Report

Posted 6 years ago

“Just echoing the thoughts of other Scottish based non customers. I live in Dunfermline, approximately 13 miles north of Edinburgh, but that's somehow considered an extended area. Thats £200 of my money they wont be getting. It's not the cost of the postage, more the principle of charging for a central Scotland post code area.”

Helpful Report

Posted 6 years ago

“Only giving 1 star as there is no 0.... Just about to buy £500 worth of goods .... Realised after 2 hrs of shopping on the website that delivery to PA postcodes is £25... Waow... Most postcodes in Scotland are considered to be on the other side of the planet according to Wayfair! (What a cheek for Lorraine Kelly to be in the adverts too!) What's more, looking at the delivery partners, DX ect, they deliver in my area frequently for other competitors who don't charge! £25 isn't a great deal considering how much I was spending but on principle I have decided not to shop with Wayfair and go to another online shop who will deliver for free! Take note Wayfair you are loosing a lot of business by segregating Scottish people, we are still part of the UK you know!”

Helpful Report

Posted 6 years ago

“Garden furniture arrived with no pre drilling entitilted” some assembly required” . It required power drill as no pre drilling and no signs where to drill. Had to buy a £100.00 drill. Table had no instructions so rang and finally got them. Now need a ratchet. I do not think some assembly should require power tools .”

Helpful Report

Posted 7 years ago

“I was about to by a pendant light and the six bulbs it needed for a total of £210.98 from you. Thank goodness I did what I always do before placing an order. I copied and pasted the items into google search and found EXACTLY the same items for £148.47 inc vat and free shipping. So "what went wrong" is your inflated pricing. Unfortunately your silly advert with that awful Lorraine has convinced people you give a good deal. You DON'T.”

Helpful Report

Posted 7 years ago

“Whatever you're selling, it's vital to copy and paste the item into google search. I was about to buy a pendant light and the bulbs from you for £210.98. I found EXACTLY the same items for £148.98! And yes it included VAT and free shipping. So get off your "we are a bargain" pedestal advert with that silly Lorraine dancing like an idiot. You're a rip off.”

Helpful Report

Posted 7 years ago

“They are very disorganized, they cancelled my order after 5 weeks after saying for days that it would be delivered. They were terrible. Do not buy from them it was a painful and upsetting experience”

Helpful Report

Posted 7 years ago

“I would encourage other shoppers NOT to use Wayfair for purchasing furniture. They do have a great product range and their customer service people are well trained. However, I think they use unfair practices when dealing with customers. I have ordered through them and made payment via their website but then they told me they need authorisation from my bank to process the order. This happened to me a few times. I spoke to their customer services and apparently they do this for about 10% of their customers for security reasons. I asked them why they didn't do the bank authorisation as part of on-line transaction like all other retailers and they didn't provide a clear answer. Basically this practice allows Wayfair to take the money from your account and then delay processing your order which improves their working capital. On one item I ordered which I had problems with over their authorisation process, they told me 2 weeks after I had ordered that the item was out of stock. Essentially they sat on my payment for 10 days before informing me the item had gone out of stock. Whenever I have ordered from Wayfair delivery timings are delayed versus the original schedule. While the customer services team are pleasant to deal with, the Wayfair systems are designed to take your payment as quickly as possible and delay processing your order as long as possible so they can pay their suppliers as slowly as possible. I wrote to Wayfair and spoke to their management team. They may claim this is not standard practice but it is. I would avoid using this company as it is not transparent or fair with customers.”

Helpful Report

Posted 7 years ago

Wayfair is rated 1.5 based on 2,302 reviews