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

Write Your review

Tell us how Wayfair made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Wayfair 1 star review on 24th February 2025

Wayfair 1 star review on 20th October 2024

258

Anonymous

Anonymous // 01/01/2019

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

“The Allsop Mantel Electric Fireplace from Wayfair recently..it came earlier than expected....previous udateded delivery didn't happen...that was Fed E tracking...not correct. The degree of difficulty was not clear.. 40 pages of instructions... no English ... 7 hours of assembley, pieces numbered wrong, caps poping off screws.... warped mantel top and bookcase at top with gap which is widening every day.... This nothing to do with bricks and mortar...as suggested...items still get shipped. I took the time to send numerous, clear photos...the 1st two agents each allowed me a discount...though suggested I return it? TO DISASSEMBLE REPACK AND MAIL IT? Hrs plus++++ Since the gap has widened even more I SENT UPDATE PHOTO....the next two agents were snippy and rude. I recently received an email because of all of the inferior products I have received ...not to order as they will be cancelled? Don't blame the disappointed, inconvenienced customer for Wayfair's lack of quality control? BEWARE OF WAYFAIR”

Helpful Report

Posted 5 years ago

“Ordered a medicine cabinet by Kholer, item arrived in 2 days but wrong cabinet. It came in with a huge box, I thought it was damage because the outside packaging was damage with holes delivered by UPS.I called customer service to return the product/replacemet, I will give another star, it was replaced ASAP. My problem is returning the wrong item "it will take 2 weeks or you can donate it to Goodwill." Huge box weighs about 100lbs.This was my first experience with Wayfair.”

Helpful Report

Posted 5 years ago

“We ordered the Dredgers TV stand in black, item that arrived was white. Upon contacting Wayfair via the app we were offered a partial refund. Absolutely no chance we were accepting that for their mistake. I called their support team and was assured the problem would be resolved and a new unit sent out. I was also told that a manager of the warehouse staff would personally go inspect my item to ensure it is the right one, and call me when they are with the item to advise the next steps. There would be a delay on my order because of this manual step, but I was willing to accept a delay to ensure the correct product is sent. With no warning and no phone call as promised, I received a text from DPD to say my order was coming today. I shrugged off the lack of phone call and awaited my TV stand in the correct colour. Exactly the same story as before, it arrived, and it was white. They offered partial refund. They told me it should never have happened. They told me someone would call me. They told me this one would be correct. And they was right... their third attempt was the correct colour, but it was scraped, scuffed and unusable. Specifically, the top of the TV cabinet and the two side panels were badly damaged. After another tiring phone call I compromised and asked that they send out another top rather than a full unit. I don't know why I have accepted 2 damaged side panels, but they can be hidden, though that isn't the point and not my problem as the customer. Pretty sure some consumer rights have been violated somewhere down the line. Anyway, I would never recommend, and I would never use Wayfair again. Very disappointed, and the only reason this is 2 stars and instead of 1 is because quite frankly I feel sorry for the staff having to deal with bad feedback and complaints of which they must get many.”

Helpful Report

Posted 6 years ago

“Order lost by delivery company. It took me 4 days for the delivery company to admit the order was missing then I contacted Wayfair to get a solution. A next day delivery order is still not delivered after 10 days. Customer team is useless, delivery solutions team has another 5 days to "investigate" the issue and no way to contact them, company should send a replacement order and then deal with the delivery company but customer should receive their order ASAP. Worst service ever. I would never buy from them again. If the order goes smoothly it's fantastic, but any minimal issue turns into a nightmare.”

Helpful Report

Posted 6 years ago

“Hate their return process. I wanted to return a couple of items as they weren’t as expected but I had to return via their process, I ended up having to pay almost £15 to return 3 items separately when I could have sent back In one package for the half the price. The items were also heavy so I could not select the option to deliver to local collection point, so had to select a collection from my property. I received no email providing me with a rough collection time so had to stay in all day waiting. I contacted them a few times asking to send back myself but they refused.”

Helpful Report

Posted 6 years ago

“bought a ceiling light on the last week of April 2019 which arrived promptly very pleased, once the light was put up I discovered it was faulty so it was straight onto customer service the girl was very helpful and ordered a replacement which should arrive within 3/4 working days, 2 weeks further on and another phone call to customer services the gentleman advised that there was a problem with the first delivery in that it has managed to get lost so another has been ordered and it will take another 3 working days it seems in this day and age they have not caught up with 7 day delivery days , if this does not arrive on Monday i will be cancelling and requesting a refund not a company i will be dealing with or recommending to anyone else”

Helpful Report

Posted 6 years ago

“I ordered a duvet set from Wayfair as they were a large, well known company. No faults with any process except for the duvet set itself and the return process. When I inspected the duvet, I found the colours and pattern not as vibrant as the picture had shown and for £48.99 (king-size). The quality was not that good. My shock was the size of the pillowcases, which were huge and base colour was different from cover. I admit that I hadn't read the returns rules and regs and was not happy to pay for the privilege of having to return it. Never had to pay for a return before so will not be shopping with wayfair again.”

Helpful Report

Posted 6 years ago

“When I started buying from Wayfair a year ago they were very good and efficient. The service went terribly down the hill. I had 2 orders mixed up, different items or colours delivered. Recently I have ordered coffee table, 2 weeks after delivery time I still don't know where it is, even worse the company doesn't know that neither. Unreliable customer service, bad communication. I don't think I will be ordering from them anymore.”

Helpful Report

Posted 6 years ago

“Not happy that the 11 items I ordered last Friday are coming as 8 separate deliveries over the next 10 days......surely this has to be a wind up?”

Helpful Report

Posted 6 years ago

“1. Shipping: the two BJS shipping guys definitely don't seem experienced in moving large furniture. After their 1st attempt to move it upstairs (with the package on), our wall were already quite scratched. After unsuccessful 2nd attempt they decided to give up, called their supervisor and ready to leave. 3rd try, I asked them to turn the bookshelf 90 degrees and then move - it worked well without scratching anything! But one of the BJS guys are quite nice and try to help. 2. Product: the bookshelf is looking very lovely but one drawer tends to get stuck often when pulling out. The top part is quite dirty and dusty while the bottom part is very clean and well protected. Interesting contract on a single bookshelf.”

Helpful Report

Posted 6 years ago

“I ordered an item that was poorly designed and badly made, so I contacted Wayfair and was then asked to send photos to demonstrate. They should have had photos of the item they were selling, however I obliged and sent photos that clearly highlighted the issues. They then asked for more photos. I believe this was a deliberate ploy to make me give up on my plight to get a full refund. It worked, as I haven't got time to pursue this so will bin the item. Not impressed and I won't be shopping there again.”

Helpful Report

Posted 6 years ago

“I ordered a bed as a birthday present for my mum, it came damaged. It had a massive crack in the headboard and the box was all open and ripped. I requested a new one to be sent and the old one collected. They sent a new one within a couple of days but a week later the old one still hadn’t been collected. The new one then came damaged with a crack on the headboard again. Obviously poor quality! Wouldn’t buy again from Wayfair”

Helpful Report

Posted 6 years ago

“Ordered a range hood from them. LED light went out and called to see if I could purchase a new light or get the manufacturer information. I never got a call back after 3 tries was told because the item was over a year old there was nothing they could do. I finally went to a local battery and bulb company that was kind enough to get the phone number of the manufacturer and my problem was resolved. Very upsetting how Wayfair was so unwilling to help. I won’t buy another thing from this company.”

Helpful Report

Posted 6 years ago

“What on earth is going on with this company, they have an excellent customer service, excellent packaging and delivery but i am fed up at finding wrong prices and information on the web site, how on earth thay can justify £311.76 for 24 baubles that sell for £1.75 on Amazon i just fail to understand, and i am sure top end lighting cannot be between £1,700 and £7,000 I seem to be emaling them all the time about price issues, i am getting to the point where i dont trust any of their prices anymore, and really have to say get your act together.”

Helpful Report

Posted 6 years ago

“I'm going to be honest!, If you have to buy from this company, Don't!, You need a good Handy man or a good person who loves to place things together. Believe me on this!. the customer service is the best!, The company is the worst!, Thanks for corporate America!, But, if you are a persistent with low expectations, you are the best!, Is not, you are in trouble!, You are the I who take the risk!, Good luck!, Its I a upscale company and quality products! Believe me!”

Helpful Report

Posted 6 years ago

“Wayfair has very nice furniture but where they lack big time is delivery! My daughter is about to have her first baby and we bought her crib and dresser on Wayfair. They lost the first dresser in transit, reordered another and it’s still not here. We ordered it December 3, today is January 6, they don’t expect it to arrive till January 23rd and my daughter wants to get the baby room together before she delivers! Their freight and warehouses are so messed up. Even once the dresser gets to the warehouse in Reno it takes weeks to deliver! Terribly disappointed in this company! Be careful if you need something delivered before 2 months! My daughter has bags of clothes she cannot put away and their excise is always it’s the freight and warehouse problem! No wonder they get a 2.6 rating! Customer a service is nice but everything is out of their hands!”

Helpful Report

Posted 6 years ago

“Delivery day could not be selected, or even known in advance. They suggested i get my mattress delivered to my work address and bring it home on the bus.”

Helpful Report

Posted 6 years ago

“Shipping - Order now and receive by November 15th. November 15th comes and shipping tracker changes to November 16th. Since this is a large item, I arrange my schedule to make sure I am available to receive it on the 16th, which has now come and gone. Amazon at least delivers when they say they will. Wayfair - not so much. Still waiting...”

Helpful Report

Posted 6 years ago

“Packaging was poor. Resulting in the item damaged”

Helpful Report

Posted 6 years ago

“Please can you change your delivery company from the nightmare that is Panther. Second time they have screwed up & I still don’t have my item. Can’t shop with you again until you improve your customer service!”

Helpful Report

Posted 6 years ago

Wayfair is rated 1.5 based on 2,300 reviews