Wayfair Reviews

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

1.5 Rating 2,304 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,304 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 21%
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

“We bought a bed and it arrived with the wrong measurements. We asked for a replacement and another one arrived with the same problem. When we tried to contact them again, they said it was our problem and never responded to us again. In addition to the quality of the bed being horrible, we were treated like garbage. I work at a company with over 5,000 employees and several people there said they had problems with this company. Some people here in the comments are saying they thought it was good, but in fact they were lucky. Statistically, this company is no good. It's up to you to believe in luck or pay only to have problems. The photos are also meant to deceive you. When it arrives, it doesn't have the quality shown in the edited photos. The price, in some cases, can be attractive, but how much is it worth paying to have all this wear and tear and dissatisfaction? Of course, there are people who haven't studied and don't have this idea, but if you have the slightest bit of intelligence, you wouldn't pay just to see it. In addition to this bed, we bought 16 other items of different sizes and materials. Absolutely none of them are good. To prove that I am not exaggerating or lying, I leave my contact details available to prove this with photos, videos, invoices, etc.”

Helpful Report

Posted 1 year ago

“Wayfair is such a disgusting money hungry company! They don't care about customer satisfaction, all they care is $$$$$ (They have the audacity to send a pre-approve email for credit! I wouldn't buy from this place. I ask to speak to a manager regarding my concern. Big Mistake, She couldn't care less!!! SMH..”

Helpful Report

Posted 1 year ago

“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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year ago

“AWFUL CUSTOMER SERVICE. DAMAGED FURNITURE. NO REFUNDS”

Helpful Report

Posted 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year ago

Wayfair is rated 1.5 based on 2,304 reviews