Wayfair Reviews

Name: Wayfair
Address: Wayfair Stores Ltd, 78 New Oxford St, London
Rating: 1.50

1.5 Rating 2,300 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,300 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

“I purchased a rocking chair six months ago. It recently broke in 2 places. I called Wayfair who told me to call Allstate for the warranty information. They asked for pictures and immediately decided they were not going to repair the chair. I could get a gift card for something else at Wayfair or get a reimbursement for the chair, but not the warranty. I certainly would never buy another thing from Wayfair and Allstate was a rip-off. I paid for a warranty and do not get reimbursed even though they never came to repair the chair. Buyer Beware!! Wayfair and their insurance company are scamming people with their cheap merchandise and faulty warranties.”

Helpful Report

Posted 8 months ago

“4 attempts to pay for 2 beds. Each time failed with 2 different cards. Customer service told us to us Chrome to pay instead of app. Still declined. Called customer services, waited and got cut off. First time customer - last time customer. Will look elsewhere.”

Helpful Report

Posted 8 months ago

“I’m a professional designer. I specialize in helping people with tight budget. My client lives 3 hours away from me and has a $20K budget. Since COVID - I became accustomed to designing spaces via Skype or FaceTime. I ordered furnishings for the entire home except bedrooms including 3 sets of large prints. I called Wayfair to ask about an exchange for the exact same canvases and was told I had to pay the $83 return shipping. I asked the young lady Jasmin if it could be waived this one bc my client needed every cent. She argued and said no. I asked for a supervisor because I had no idea about their return policy. Through the years I have kept items, donated them or simply put them in my storage. She kept me on hold for a very long time. Finally when the supervisor came the line he always very aggressive and stern. I explained that there was nothing wrong with them and my client was receding merchandise daily. Could they just take the large pics as I was ordering them again smaller. I emphasized that I loved the pictures and so did my client. He said three times they are not Amazon or any other online company but they are Wayfair. He said if they let every customer who wanted to return pieces they’d go out of business. I conceded and explained again that I had no knowledge of their return policy. I’m typically very good at reading descriptions of products. He said it’s such a small amount why should they take back the beautiful pictures when they did nothing wrong. I agree but asked for this concession. He told me he was putting a note on my account that this one time credit was it. He further explained that he saw that I had purchased over $50K and did not return. That’s why he was believing me the $83 refund. I placed another order for the same pictures and a few more items. Jasmine must have lied to him. I am left with a very bad impression of Wayfay. Tomorrow I will call them and advise to charge my credit card the $83. It’s a shame. Use Macy’s or another creditable company. Sadly enough Wayfair is not customer friendly. There was no need to insult me. I really cannot believe it.”

Helpful Report

Posted 8 months ago

“I ordered a couch which broke after four weeks only. The service told me I will receive a new one but it after weeks I still did not receive it. I wrote a review with pictures about the poor quality of the couch but it never got published. This explains why so many products appear to have amazing ratings, bad reviews are never being published. You cannot trust Wayfair.”

Helpful Report

Posted 9 months ago

“I returned a faulty air fryer and have been waiting 3 months for a refund!!!! I've made numerous phone calls and each told it's with accounts but never arrives. BEWARE OF THIS COMPANY !!!”

Helpful Report

Posted 9 months ago

“I always thought that the6 were not genuine. My 3xperibnce this week proved it. I ordered an Arbore which was reduced on Tuesday, I called as I was unable to complete the order online. My order was taken delivery date provided as September. On Thursday I received emails stating that the6 have refunded my order as I have cancelled. I did not cancel my order. I called and was told they cannot sell the arbor at the advertised discounted price. And the warehouse will not dispatch my item. This is scam… will block there emails from now on”

Helpful Report

Posted 9 months ago

“My experience feels like i got scammed by Wayfair. Please think again before buying from Wayfair!!I purchased a patio set based on the item title and pictures on June 16th. The next day i found out through an email from Wayfair that the firepit is not being shipped. I called Wayfair to find out why the firepit is not being shipped with my order, they said that i will need to pay ~ $400 extra for it (even thought the fire pit alone - not part of the set - is ~$250). I told them that i would like to cancel the order. They said that part of the order has been shipped so it cannot be cancelled. They informed me that i needed to call them back and do the cancelation when i receive the whole set. I did that but i ended up paying for the return shipping costs which came to about $170. My issue is that the title said " Item: Argyri 9 - Person Outdoor Wicker Patio Conversation Furniture Set with Fire Pit Table". and the picture showed the whole set with the firepit. When i called them the next day to ask about the firepit not being shipped, Wayfair acknowledged their mistake, so they changed the title to " Item: Argyri 9 - Person Outdoor Wicker Patio Conversation Furniture Set with Optional Fire Pit Table" and they removed the picture that showed the whole set with the firepit. I asked about the return shipping cost, they denied my request saying that it is my fault. I have pictures of receipts before and after the webpage changes.Order #?****644516”

Helpful Report

Posted 9 months ago

“If I could give a 0 star review I would. Originally ordered a dining table around 2 months ago, which they told me was in stock and would be delivered around a week later. After about 10 days i checked and it was now saying estimated delivery November 2024. I cancelled the order and ordered a different table, due a week or two later. After it didn't turn up I checked and they said there was a delivery issue and would be 22nd August now. I have just contacted them and it will not be delivered until at least next month. Complete lack of communication from them, if I didn't chase them myself I never would have heard from them. Avoid at all costs and use a reputable firm instead.”

Helpful Report

Posted 9 months ago

“I don't like the wallpaper I bought from them, it is way lighter than the picture showed, and doesn't work with my vanity. My only option is to pay for return shipping (20% of the item cost), and get a store credit. I want a refund, but they refuse. I never will buy from them again.”

Helpful Report

Posted 9 months ago

“Ordered a couch over a month ago and continued to be delayed. I canceled my order and they still charged me $200 for a delivery fee for it leaving one of the warehouses. I will never shop with Wayfair again. This company is a joke.”

Helpful Report

Posted 10 months ago

“I will NEVER purchase from Wayfair again! I bought a pouf that came smelling Musty and Moldy and when I requested the return due to their Quality issue - I have to pay shipping !!! Quality issues NOT the fault of the customers. You’ve Lost this Customer over $16 Wayfair.”

Helpful Report

Posted 10 months ago

“AWFUL CUSTOMER SERVICE. DAMAGED FURNITURE. NO REFUNDS”

Helpful Report

Posted 10 months ago

“Quick to take an order , but damaged products and delivery time is a REAL ISSUE...now they can't FIND the replacement item.. UNBELIEVEABLE!”

Helpful Report

Posted 10 months ago

“Wayfair is rude. Expensive furnitures are sent home as defective. But the return/replacement/refund is NOT allowed. I tried to leave comments with photos of defective items on Wayfair website, but the comments NEVER appear. The product rating of Wayfair showing on Wayfair website is 4-5 star.”

Helpful Report

Posted 10 months ago

“Appalling service - order arrived later than confirmed it would be. Return collection didnt happen as booked therefore refund for order is still on hold. Customer service non existent. Items are good value but courier & customer service really let the company down.”

Helpful Report

Posted 11 months ago

“Really bad customer service. Cost me £19.96 to return items. Advised to stay in all day ( which I did) they didn't turn up, no compensation as they don't do that and they' ll be in touch to advised another day for me to have to stay in! DO NOT USE!!”

Helpful Report

Posted 11 months ago

“Decent furniture - incompetent company. The furniture is decent, but the delivery and customer service is some of the worst I've ever experienced. The incompetence is just... through the roof. I ordered a couch from them, which should have been in two boxes (Box 1/2 and Box 2/2). They sent me Box 1/2 three times. When I realised this and asked them to pick up the extra boxes and send me the parts I needed, they sent someone to pick up the extra boxes and... radio silence. I reached out again, to much confusion, and then again. Finally, they told me they were out of stock. Oops. I emailled back to try to figure out how we would resolve this - should I choose another couch? And then, as if by magic, they sent the couch again. The whole couch. Both boxes. Box 1/2 and Box 2/2. I fished out the two pieces they actually needed to send me, and I asked them to come pick up the extra pieces. They said: yes, we're coming to pick up your memory foam mattress. What? What memory foam mattress? Four emails later, they're still confused, and I'm still saddled with massive boxes while I wait for them to come back for a third time. I then caught them on the WA to figure it out, and the customer service rep told me there was no such order and thus they couldn't do anything. They also refused to escalate it to a manager. They did, however, refund me... for a different item, which was much much cheaper. Well. I guess I'll use the random (much cheaper) refund to get someone to pick this up and dispose of it. (By the way, a second delivery didn't arrive and needed to be chased multiple times, but they did at least send the correct thing.) I'm beginning to think they're using faulty AI, because no way could thinking people find this so difficult to resolve. I strongly suggest not shopping with Wayfair. You might get decent furniture, but you'll also get a headache for it.”

Helpful Report

Posted 11 months ago

“I contacted Wayfair via their live chat on 6/30/24. I advised the agent that I had been scammed using the company’s website and products/logo. The agent said sorry and asked if she can help me with some of their products. The agent did not ask any questions. When I pointed out that no questions were asked, she told me I could tell her the situation. Wayfair site is not trustable, agents do not care and I will not go there again. Buyer beware!”

Helpful Report

Posted 11 months ago

“DO NOT USE WAYFAIR! The star rating on their website are fake. The sales team and customer services are unfriendly and unhelpful. Also if you make the mistake to save your card details on their app, they can go ahead and place an order for you without your consent! This is the first time I was going to order from Wayfair.co.uk and I had a discount code as a first time buyer. However, I noticed that the price for items tend to fluctuate alot on their website. The desks I wanted to order had gone up in price over night, therefore I decided to call their sale line to speak to someone. This is when the nightmare of placing an order with Wayfair.co.uk started. I called their sales number and explained the cost of the desks had gone up and needed some help as the app was still showing the correct price but when I tried to pay the cost was changing in the basket. The sale lady reassuring told me that she can place the order for me over the phone. We discussed everything including the price and I gave her the discount I had. But when she placed the order she told me the total cost and it was the new increased price! So I explained to her again that the purpose of my phone call was to get my order completed at the correct cost as per what was still in my basket and she said that she can't do anything about that as the prices change on Wayfair! I, therefore told her that I was not happy to place the order at the increased price as it was ethically incorrect! She couldn't cancel the order and transferred me to customer services without any explanation! So once again I had to explain the full situation to customer services again. They went ahead and cancelled my order luckily without too much hassle. After all that, and naively with faith in the modern day customer services, today I tried to place the order once again. Ofcourse, my discount code would not work so I tried to simply call Wayfair and hoped it would be corrected but instead I was accused of lying and the phone was disconnected on me 3 times by 3 different customer services/sales reps! It was shocking. They are willing to lose a £850 sale for the sake of not giving me my first time customer £15 discount! I will certainly not be spending any of my money or time with this company anymore! My advice is that you shouldn't either!”

Helpful Report

Posted 11 months ago

“Worst shopping experience in my 42 years of life. Ordered this set of chairs along with a patio table and benches, and a couple days later saw they were listed as out for delivery in California... problem is they're supposed to come to Wisconsin. So I started a chat with Wayfair to let them know something appears wrong. My patio set is out for delivery here in Wisconsin but these chairs are out for delivery in California. It's fine I'm told, they're on their way. Hours later I get my patio set, then get confirmation my chairs were delivered too, with a picture of someone else's house proving it. I reopen a chat and this rep tells me they were delivered to the address on my order, so Wayfair doesn't have to do anything to fix it, they don't have to refund or replace them. Completely unprompted this rep told effectively said whatever, you deal with it, Wayfair doesn't care. I will have to retrieve them myself... in California, from Wisconsin. Of course, I have my order info showing the actual correct address in Wisconsin, where the rest of the order was delivered fine. Had the rep made even the slightest effort to see what happened it'd be clear this was their mistake. End chat because I have a short webchat for work, in customer service myself where this kind of behavior would earn a chat with the company president. After work, reopen chat to get something figured out. New rep, trying to be helpful and doesn't see this as my mistake, but they can't do anything for three days. So the chairs I ordered are confirmed delivered in the wrong state, I was initially treated like my business didn't matter and Wayfair didn't care about fixing this, and ultimately I'll just have to wait a week after ordering before they'll attempt to make things right. This has been a truly terrible experience that could have and should have easily been fixed after I told Wayfair early on that something didn't appear right and they might have fixed it to prevent the mistake, or when I told them things were delivered in the wrong state, or when I once again tried getting help with what I ordered. Zero star experience. Will absolutely recommend everyone I know avoid Wayfair, shop absolutely anywhere else. Fully intend to post this review all over, to hopefully prevent anyone else from the same terrible service.”

Helpful Report

Posted 11 months ago

Wayfair is rated 1.5 based on 2,300 reviews