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

“This company was appalling. I ordered a bunk bed for my boys which partly turned up. I had to constantly chase wayfair to find out where my stuff was. Promises of getting back to me where never kept. In the end they refunded me to shut me up but still left me three weeks later with no beds. I ordered the same bed from another company and it was cheaper and the whole thing arrived three days later when they said they would. Disgusting service and they clearly didn't care at all! Would never use this company or recommend it to anyone”

Helpful Report

Posted 7 years ago

“If I could give them negative stars I would. We ordered a huge patio sectional on July 3 rd, they somehow lost that one in transit but nobody knew about it until I called, they could care less, well we can just send out another one, so if I hadn't called who knows how long it would've been before they got a hold of me. So the next one went out August 1 st, then I get an email from the manager of customer service saying, it hasn't left the consolidation place but it'll go out next week, so 2 weeks after they said it shipped, there was no apology for all these screw ups, she could just care less. So I sent her a copy of what the owners of Wayfair said on consumer affairs, that they want to exceed the customers expectations with their online orders. Sorry, you've failed big time. So who knows when we'll get this, maybe before winter. Don't order anything huge from these guys, they do just fine in small stuff. But when they don't even have their own ppl transporting their huge items that's pretty bad. We got our artificial turf from Georgia in 2 business days, and these guys can't get a sectional to you in 2 months???”

Helpful Report

Posted 7 years ago

“I ordered a drink trolley two weeks ago and it still has not been delivered. The website tells me it was shipped the day after I placed the order and then provides no further update on estimated delivery or where the parcel is for a week. I sent an email enquiry to Wayfair customer service a few days ago and also a formal refund request for item never received (lost in transition) yesterday, however, no one has bothered to respond. I have to say this experience has really put me off buying from Wayfair ever again.”

Helpful Report

Posted 7 years ago

“Bought a set of pots. Pots came damaged and scratched...almost as if they were in store rejects Not happy!”

Helpful Report

Posted 7 years ago

“The ceramic soap dish is chipped and the laundry basket was very disappointing, for the price, we expected these items to be of a better quality”

Helpful Report

Posted 7 years ago

“Products not as described. Shocking after-sale, blasé customer service, lack of returns slip with packaging. Do not use this organisation”

Helpful Report

Posted 8 years ago

“i ordered a desk from them for next day, it was in a damage box open the box the item was damaged, to tell them have to wait 24-48 for a reply they offered to give me 50% or a replacement so i told them i wanted a replacement, no point having 50% off if i cant use it because its damage. so i tell them what piece i need, the main piece for the desk the wooden part, as all the other parts are metal, to which this wasn't good enough, so 5 days later i get a email saying they want to know the number piece on the instruction book. so I'm having to open the box up and get the instructions just to tell them its number 1. are you joking me. still waiting on a reply.”

Helpful Report

Posted 8 years ago

“I wish I had read some of the reviews ofWayfair.co.uk before I ordered my product. More than 2 weeks after my order, it is nowhere to be seen, and seems to be a mystery to everyone where it has gone. No mystery though that they managed to take my money quickly and efficiently! Atrocious customer service with zero accountability. Save yourself the heartache, there's so much choice out there, there's no need to settle for poor service.”

Helpful Report

Posted 8 years ago

“I returned my item 2 days after receiving it. I did not receive a refund till I called about this 3 weeks later only to be told through checking the tracking that it had been received 18 days previously but no refund had been done as there was no way of knowing that it had been received without me letting them know the tracking number!”

Helpful Report

Posted 8 years ago

“I have been waiting about six or seven weeks for fabric samples,so if you are thinking of ordering furniture forget it,they are useless,I keep getting e mails saying how sorry they are and they have reordered them three times they are a joke”

Helpful Report

Posted 8 years ago

“Items arrived - no issues. Opened the box and was amazed to establish that the items were not as described and resembled something that could be bought from a Pound Shop (no disrespect to Pound Shop's). Then to further compound the issue - there was no printed returns label within the packaging. I contacted customer services, who said, in a blasé way, that it is not their policy to enclose returns labels. Why not. Most other on-line organisations do. Be warned do not shop with this organisation - poor products, poor customer service, poor returns policy.”

Helpful Report

Posted 8 years ago

“I have yet to find anything on Wayfair that is 70% off - not even close. I called to order an item that was shown on their web site because I wanted to make sure that it was actually in stock. I was told that it definitely was so I ordered it right then. Two days after charging my credit card, I was finally told that the item was not in stock and they would refund the amount charged. I found it elsewhere and cheaper than was listed at Wayfair. My advise is to check everywhere else but with Wayfair!”

Helpful Report

Posted 8 years ago

“Wayfair literally do not care about their customers and how badly they treat them. I am disgusted. Everything went wrong with my order. I ordered a Whitney leather sofa. despite being told I would receive an email the morning of delivery letting me know whether the delivery was morning or afternoon and then a call from the driver one hour before delivery, I was not notified of the delivery time until 10 minutes before the driver was on my doorstep. They were a good delivery company and managed to rearranged if for me. However, Wayfair had despatched the wrong item, a Valentino sofa. When I realised I called customer services as the delivery company were long gone. Despite my best efforts to get my original sofa delivered, Wayfair could not arrange the replacement for 10 days. I asked that customer services check with the warehouse to see if an earlier delivery was possible which she did. I was then told that both the Whitney and the Valentino sofas were exactly the same just under a different name. This was clearly not correct as they were completely different items and different prices. I was then advised that Wayfair had possibly put the wrong picture on the website and she agreed to check and come back to me. That was the last I heard from Wayfair. It has now been four days and the company have ignored all my emails and my request for a refund has fallen on deaf ears. I have advised Wayfair that if they do not collect their furniture I will leave it out on the street and go to court if I have to get a refund. I have still had no response!”

Helpful Report

Posted 8 years ago

“I brought a product advertised with a huge 40%reduction !! I thought I was getting excellent value only to find out it was not that price originally and is cheaper elsewhere by £100.00 .Avoid buying off this company they are rip off merchants .”

Helpful Report

Posted 8 years ago

“I feel that Wayfair is dishonest in their business practices and borderline fraudulent. I ordered a recliner on May 4, 2017 that was suppose to arrive on June 2, 2017. I was given a tracking number so that I could monitor the delivery process. On the day it was suppose to arrive, the tracking process stopped. I reported this to the company and they gave some excuse as to why it didn't arrive. Because it was so heavy it was going to take longer. My question was if they knew this then why would they give me an inaccurate arrival date. I asked for compensation and they said that they would credit my account 15% and that the new arrival date would be June 9th. It is now June 13th and no word. When I email Wayfair they give me a scripted response, "We're sorry and we are looking into this". Baloney! It shouldn't take them this long to figure out where my recliner is. I believe they oversold and it is out of stock. After I read other reviews of similar situations I have cancelled my order. I WILL NEVER ORDER FROM WAYFAIR AGAIN AND PLAN TO SPREAD THE WORD! BBB here I come!”

Helpful Report

Posted 8 years ago

“Shocking delivery system and shoddy goods. Mattress very soft and poor quality. Bed frame took 3 hours to put together with 2 people! The original delivery date and time kept changing. Wayfair are replacing the mattress. However, they have managed to arrange collection of the old one before delivery of the new one! Work that one out! There is a reason why Wayfair are cheap!”

Helpful Report

Posted 8 years ago

“Awful, the delivery times were all wrong! They made excuse after excuse. There was a person who was looking at our order. He was very polite however the mishaps and errors repeatedly occurred. There products that we ordered were good. But not worth lithe headache regarding delievery. This company is likely to lose business. I'd rather go to a proper furniture store/ company and order. Avoid using wayfair unless you're at home/ and free of plan changes”

Helpful Report

Posted 8 years ago

“They are the Wal-Mart of home goods with one important difference, they play tricks with your online information and pricing to scam you. One thing that they'd do, for example, is persuade you into adding more expensive items with the items that you see as deals. They can then cancel the items that are the good deals, leaving you with the expensive items, even if the items go together. It's not worth it to play roulette and waste your time. It's tempting to buy from them bc they appear to have so many deals, but if you do the math, you're not saving much. Think about it.”

Helpful Report

Posted 8 years ago

“I ordered my bed frame, mattress and bedside cabinet to match the frame on 1st April 2017. The mattress arrived a week later the cabinet arrived but I have still not received the frame. The first date was 19th April, that then changed to 19th May and today the date changed to 19th June. When I spoke to the manager she told me the factory was making 100 new bed frames but she couldn't promise that I would definitely get one of those 100. She asked me to look for another bed but I only like the Marina Bed Frame.”

Helpful Report

Posted 8 years ago

“Terrible delivery service. My partner ordered me a birthday present which was meant to arrive by 11am. When it didn't arrive delivery service said half an hour. Was told that it couldn't be left with a neighbour. It arrived 2 and a half hours later, by which time I had cancelled my lunch plans with friends. I wouldn't recommend this company.”

Helpful Report

Posted 8 years ago

Wayfair is rated 1.5 based on 2,302 reviews