Wayfair Reviews

Name: Wayfair
Address: Wayfair Stores Ltd, 78 New Oxford St, London
Rating: 1.51

1.5 Rating 2,228 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,228 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 21%
Accurate And Undamaged Orders	Greater than 61%
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 21st August 2024

256

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Paid additional to have product assembled. Our coffee table top had a scratch right on the top. Manufacturer said it was structurally sound & recommended we use a black marker on the scratch-REALLY?!?! Offered a minor discount! Offer declined. Just got an email that Wayfair gave a discount. Don’t want a discount!! Want scratch free product! For shame on Wayfair & manufacturer! Will never purchase furniture from Wayfair again!! Been a long time customer!!”

Helpful Report

Posted 8 months ago

“I ordered a vanity light that looked like would go well in my newly remodeled bathroom. Unfortunately, when I opened the box, the finish was very different from what it looked like in the photos and it didn’t match the existing decor. I returned it to Wayfair and that’s when the nightmare began. The first thing that surprised me was the fact that I had to pay for the shipping to send it back. Next was the fact that they charged me a re-stocking fee, and the kicker was that I had to refund Wayfair for the shipping cost of sending the light to me in the first place. That’s all bad, but it isn’t the end of the drivel. Whenever I open any kind of account that requires payments, I always opt for automatic payments that cover at least the minimum amount due. As with every other account that I have, I signed up for automatic payments to be made to Wayfair. When I checked the balance of my account it showed the full purchase price of the light, so I assumed that the following month would show that the light was returned and balance would be zeroed out because I already paid for shipping it back. Instead, it showed a credit for the returned light which was less than the price that I paid for it and still had a rather high balance due. I called “customer service” , in quotes because of the lack of actual service. I was told that the reason for the lower amount for the return was due to a re-stocking fee and for the cost of shipping. Though I was angry about the re-stocking fee, I felt that there was nothing that I could do about it so I didn’t argue about it. I did, however explain to the woman that I was talking with that I paid for the shipping to send it back. She replied that there may have been a mistake and that I should check the balance again next month. I checked the balance again and was shocked to see that even though I didn’t purchase anything since my vanity light purchase, the balance due increased! Of course, I called “customer service“ again and was told that I was being charged a late fee for a missed payment. I told the woman that I was talking with that I signed up for automatic payments and there shouldn’t be any missing payments ever. She put me on hold and then told me that she sees that I signed up for automatic payments and that the fee would be removed. I then asked her why three was still ANY balance due because I had already paid for shipping the light back and the re-stocking fee should be covered by the minimum balance due. She assured me that everything would be sorted out and that my balance would be zeroed out. The following month reflected another late fee and of course a very high balance due. I called again and was told that the shipping charge was never paid. I told the woman that I was talking to that I paid FEDEX directly in their shipping office and that I still have the receipt. Imagine my surprise when she told me that I was responsible for refunding Wayfair for the “free shipping “ when they sent the light to me. I was livid at this point and simply wanted to end any involvement with Wayfair. I paid the account off immediately and thought that everything going forward would fine. However, Wayfair wasn’t done yet! They reported late payments to the credit bureau and completely ruined my credit score. I have 27 open credit accounts and all but one of them shows 100% on time payment history. After four failed attempts with Wayfair to correct their own errors I did direct disputes through TransUnion to no avail. One star given, ZERO stars deserved. Wayfair; You’ve got NOTHING that I need!”

Helpful Report

Posted 8 months ago

“Ordered a 6x9 area rug. And the wrong one delivered. Ugh. Now I have to bring this big thing to FedEx to.ship it back. Wayfair should offer free pick up from my house since it was their mistake. Not happy”

Helpful Report

Posted 8 months ago

“I ordered something from this corrupt company it was delivered to another address evri are completely useless and Wayfair are the worst ever. They are saying it was delivered to my address even though they have the gps stating it was delivered to no 23 not 33 my address. The customer service woman said it was a mistake the resolution team denied it. I even took pictures of my front door to show it was not where it had been delivered. This company is just vile.”

Helpful Report

Posted 8 months ago

“Order numbers: #4206874349 #4207603869 My recent experience with Wayfair, coupled with their reliance on delivery services like Evri, has been nothing short of a masterclass in incompetence and frustration. Initially, I carefully scheduled my order to be delivered on January 12th after 1 p.m, ensuring my availability to accept it on that specific date. However, my expectations were shattered when I received an abrupt notification that my delivery was rescheduled for January 8th. This sudden change wreaked havoc on my plans, especially considering my ongoing move to a new apartment, where I am unfamiliar with neighbors who could potentially accept the delivery on my behalf. Attempting to navigate this logistical nightmare has been a futile exercise. Wayfair's customer support seems powerless to address the issues caused by their chosen delivery services. As a customer, I am left in a predicament where I cannot choose a suitable delivery time. Thanks to the collective incompetence of Wayfair and their chosen courier services, it appears inevitable that I will not receive the ordered mattress and bed. Consequently, my first night in my new home will be spent on the floor, a direct consequence of Wayfair's inability to provide a reliable and customer-centric delivery solution. This entire experience is not merely inconvenient but profoundly infuriating. It is disheartening that a company of Wayfair's stature would demonstrate such disregard for customer needs and preferences. May the frustration and inconvenience I've endured haunt Wayfair and its associated courier services as they have marred my first night in my new home.”

Helpful Report

Posted 8 months ago

“Ordered a rug we had to wait to put down ... had new hardwood floors put down. what we unrolled the rug one edge had part of the carpet rubbed off (or something like that). It was a large expensive rug and they would not do anything beyond a 10% coupon off next order. Putting the rug in unfinished basement area ... last time buying from Wayfair. Not worth the time or money.”

Helpful Report

Posted 8 months ago

“I ordered a couch that was advertised as in stock and 1 day shipping. After back and forth, it was an issue with the supplier and it was not actually in stock. The order was cancelled and refunded. I made the mistake of ordering another piece on 12/26 that was advertised as arriving 12/28. Today, the expected delivery is magically 1/3. Reached out to them and the “label has been printed” but it has not left the warehouse. They refuse to cancel and refund my card because it is “in transit.” It has not left the warehouse, so how can it be in transit?? Absolute nightmare experience and will not be buying from them again. :(”

Helpful Report

Posted 8 months ago

“Shipping Sucks. Do not plan on receiving items on time from this company. I live in Indiana and placed an order on 12/15. Listing said arrives before Xmas. First notification was an arrival Wed 20th-Sat 23rd. On 12/19, Package was overnighted from Georgia to California. Then Wayfair put it on a 5-7 day FedEx Ground Truck back to Indiana. Delivery is now Tues 26th or Wed 27th. So much for Xmas Gifts. FYI, All of my Amazon gifts arrived on time or earlier than expected. Again, Wayfair Sucks!!!!!”

Helpful Report

Posted 8 months ago

“Worst company ever. Extremely disappointed with their service. Customer services are appalling.”

Helpful Report

Posted 9 months ago

“We purchase a carpet runner for $60.00 and it was thinners than a piece of cardboard. We spoke with customer service and they would not take the item . Unless we paid for shipping it. There poor advertisement of under cheap druducts is embarrassing. I will never purchase from Wayfair ever again, or recommend any of the items whatsoever.”

Helpful Report

Posted 9 months ago

“Absolutely disgusted with this company. Ordered table and chairs weeks ago. Chairs arrived first with missing washers ! Had to wait two weeks for them to arrive. Today dismantled existing table to put up new one. However upon unpacking new table LEGS WERE MISSING. What a shambles.”

Helpful Report

Posted 9 months ago

“If I could score a 0, I would have. I attempted to carryout a purchase and the transaction was cancelled and my account banned/blocked. All attempts to find out why was met with a brick wall: i was banned for fraud reasons. What fraud reasons? Incredibly stunned, left offended and find this discriminatory but oh well! the terms and conditions mean they dont have to explain. Naturally, I have taken my business elsewhere and will forever speak negatively about the company”

Helpful Report

Posted 9 months ago

“Ordered a couple items, delivery date been and gone, no items, contacted via chat, they basically took my name then ignored me, still waiting”

Helpful Report

Posted 9 months ago

“I ordered a comforter set Nov 30th today is Dec 10th still haven't received it. The web site says fast delivery... I had to call how many times cause my order was just sitting there for 5 days. I had to ask for management...she said she would check into it ... a couple days later they said it has been shipped I asked for a refund she said she couldn't. She said cause it has been shipped.. she said that on Dec 5th and I still have not received my package yet.so the took my money and it's been 11 days and still haven't received my package..”

Helpful Report

Posted 9 months ago

“Ordered a coffee table recently & it did not arrive. Spent a long time on WhatsApp chat & customer services & reluctantly let them re-order the same item. The exact same thing then happened again. No updated tracking system & no updates from Wayfair without me first contacting them & 2 days wasted waiting in for non existing delivery! Decided against trying a third time & then had to wait for a refund. No response to final emailed letter of complaint either.”

Helpful Report

Posted 9 months ago

“Their return policy is awful. Purchased a matching set of 3 individual pieces. 2 were damaged so I sent all 3 back, quality was awful. They charged me shipping for the 3rd piece. Should’ve used Amazon.”

Helpful Report

Posted 9 months ago

“Dealing with Wayfair is tedious. My light fitting came without bulbs as stated. They then said they didn't come with bulbs. Wouldn't just send bulbs but had to negotiate a refund. They have a policy of 'no goodwill gestures'. I had to give 3 reviews how their advisors dealt with my complaint but never addressed the fact that the company is tedious to deal with! Still haven't got my refund! Will never use again!”

Helpful Report

Posted 9 months ago

“never leave bad reviews on companies but with wayfair and this product an exception is being made. By looking at reviews here I'm not the first I firstly waited well over the estimated delivery time for product. Once arrived I started to put together to find a couple screws missing, not an issue I work around that but then found a shelf missing. To make matters worse it clearly wasn't new as dirty on doors. I contacted Wayfair and waited ages for a reply then final got one. Product over £150 told they'd refund me a discount of £7.50, or me to dismantle after spending 2hrs putting up and go out my way to send back. So parts missing and clearly not new but I have to do everything. I spoke with I won't say names but told senior resolution manager, who claimed best they can do. I'd rather give it to a charity shop then except the £7.50 but even they might not want it. I'm that annoyed at the way wayfair have treated the issue. Customer service more like got your money don't care now. Looking at contacting directors but if anything like customer services they won't cares.”

Helpful Report

Posted 9 months ago

“Liars, overrated, I posted my review on their page along with pictures, showing my furniture was very bad, and they did not put it up.”

Helpful Report

Posted 9 months ago

“Sadly there are no options to leave a no star review, hence the one star! PLEASE avoid this company at all costs. We ordered a bed frame from them which arrived late. we arranged for someone to assemble it only for them to discover that there was a slat missing from the headboard. My husband is 71 with multiple sclerosis and we have been forced to sleep on a mattress on the floor, which has been horrendous. I have just been informed that the replacement will arrive no sooner than 10 days time. I complained online, I thought I was being offered a 15% refund as a goodwill gesture only need to be informed that Wayfair have a policy of no refunds regardless. I should also add that my husband had to drill holes where they weren’t any and once assembled the frame was so flimsy it has undergone reinforcing. I only wish that we were in a better situation which would enable us to return it and go elsewhere.Save yourself a lot of stress and heartache by ordering with a company that actually cares about their customers. You have been warned.”

Helpful Report

Posted 10 months ago

Wayfair is rated 1.5 based on 2,228 reviews