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

“Ordered an expensive desk. Order cancelled (due to a "technical issues" on Wayfair side), and I am asked to reorder the same desk, but now at higher price! Emailed customer services, they told me that they "do not price match", so my request to honour the original price was rejected. Meanwhile I have not received the refund yet, so Wayfair has a benefit of keeping my cash until they process the refund (which does not seem to be fast). Very disappointed by the service.”

Helpful Report

Posted 4 years ago

“I ordered a genuine leather bed frame, as advertised. Waited a month before getting the product only to find out that the bed was fabric. Called customer service and spoke to Justin (senior service rep), who was extremely rude and argumentative. I ended up cancelling the order. This was my first and last order with wayfair.ca”

Helpful Report

Posted 4 years ago

“ordered an outdoor set which came with missing parts ans was promised a replacement wich i got but not the correct one and since than almost 5 months now just appologies and we will take care of you promtly and than just a tone of advertising but no folow up a disater of a service extremely disapointed let alone that the quality of the set is very poor”

Helpful Report

Posted 4 years ago

“I ordered a sofa cover for $92 (now "on sale" for $35) and want to return it. They are charging $48.80 to return it via FedEx!! I wish I had read more reviews about this company's customer service. I won't be going on this website again.”

Helpful Report

Posted 4 years ago

“Dreadful customer service. Ordered a sofa and a wardrobe. The delivery of the sofa was delayed by about three weeks, and then when it arrived it was the wrong model, colour and size. The wardrobe, due to arrive next week, has now been delayed by over three weeks. Received a standard email apologising for the "unprecedented" problems. The best they will offer by way of compensation is a 10% discount on he next product. Will not buy anything from them again so that's 10% off of nothing. They refuse to apply that 10% discount to the wardrobe. Avoid this company. The customer service is appalling. They deserve to go bust.”

Helpful Report

Posted 4 years ago

“Terrible company, ordered range and paid for set up and carry off of old range, Wayfair did not do set up or carry off and has refused to return charges for this service very, very, dishonest company, do not give them your hard earned monies they do not care about their customers.”

Helpful Report

Posted 4 years ago

“After 4 months and many phone calls I was informed order had been lost. Extremely bad customer service. No one should order anything from this company. Totally unreliable business.”

Helpful Report

Posted 4 years ago

“Ordered a birdhouse for my mom’s 85th birthday. Supposed to arrive 3 days before birthday. 1 day before got a text saying it wouldn’t get there until 4 days later. Called and complained to no avail. 4 days later got a text saying it would be November 17 before it arrives;3 months later. Called and canceled and ordered same item from amazon. It was there 3 days later. Then all of a sudden the birdhouse from Wayfarer shows up on my doorstep. Now I have to deal with this. Never will deal with Wayfarer again. Ever!!”

Helpful Report

Posted 4 years ago

“Absolutely the worst customer service ever! I will shop local from now on. Bought a shelf purely on the basis of next day delivery, I get an email the following morning, order error, refund shortly. Literally fuming. Never again.”

Helpful Report

Posted 4 years ago

“I ordered a patio couch set for $750 and now two weeks later is is selling for $360. Tried asking for a refund for the difference as I could easily just send this set back and re order it at the new price. But seems they would prefer to upset customers and loose any more sales from me and every person I plan to tell this to. Will never shop there again”

Wayfair 1 star review on 25th August 2020

Helpful Report

Posted 4 years ago

“Very bad Customer service i ordered 2 items on 19th August Delivery for the first order was 24th August which i needed it then for a birthday present they missed that date now its 27th August and the other item was to be delivered 25th August and now that's not coming until 26th August so very disappointed in this company this is my first order and it will be my last they cant keep to there delivery times.”

Helpful Report

Posted 4 years ago

“My order was suppose to be delivered on the 8th august . A few days had past, so I queried why it was late and I was told over a messaging device On the app, that i would receive an email by the 21st with some sort of solution. As this didn’t happen I emailed asking for a phone call so I could understand what was going on with more information. Instead I got another email saying the problem would be sorted in the time frame provided. Poor customer service! Hard to actually talk to someone about queries . All in all a very bad experience with Wayfair”

Helpful Report

Posted 4 years ago

“Don’t buy from Wayfair. Website said it would take a week for my sink to arrive. A day before eta, I get an email to say it is on backorder for 3 weeks. 3 weeks later I get another email saying it is further delayed for another 2 weeks. 2 weeks later I get another email stating it would be another 3 weeks. So since June 28th until Sept 8th still no sink. During that whole fiasco, the price of the sink dropped $10 and I called to see if they could match it. I was flatly told no. Yesterday I saw on the same sink again advertised again at $10 less than what I paid with an estimated shipping date of Aug 27th. What gives? I think their marketing scheme is to reel you in then give you these bogus arrival dates hoping you would wait while they collect all these orders for an item by other buyers before they actually place an order with the manufacturer to fabricate. I canceled my order. If you do buy from them, use your best credit card that doesn’t hassle you on disputes and pay through PayPal. That way you have 2 layers of protection against this scammer should they give you any issues with a refund.”

Helpful Report

Posted 4 years ago

“I just got off the phone with Wayfair and am incredibly disappointed with the response I received from customer service. My order was supposed to ship last Wednesday- to arrive by Monday- I called last week to confirm it was shipping, they said YES it will ship. I placed this order on August 8th- was told I would have it no later than August 24th. I have contractors coming on the 25th. Their response to me was that they would ship it on Monday today is Friday the 21st and I won’t have it till August 27th. Puts me in a terrible situation with contractor. Ask them if they could expedite it, to help me and the answer was NO. Unfortunately, I do not consider that good customer service and will be taking my business elsewhere in the future.”

Helpful Report

Posted 4 years ago

“I wish I had shopped on Amazon instead. I ordered a shower screen on Wayfair, which they lost while they were delivering it. They did not report the loss, so I waited on for 9 hours during the appointed delivery day. They have taken 2 days to respond to my email asking about the item, saying they are "conducting the investigation" and if they don't find the item, they will replace it at "no additional cost". They lost the item I paid for, so I don't see why I would pay any additional cost. I've had to rearrange the contractors for my flat, and am still waiting for a resolution. They haven't offered a refund, just sent me holding emails. I will never ever ever use Wayfair again.”

Helpful Report

Posted 4 years ago

“If I could give a negative number I would. I ordered a coffee table from Wayfair. It never arrived, so they put their "special delivery team" on it. We'll resolve and contact you ASAP. I never heard from them. After a week of chasing them and DHL, I got a generic email stating they were issuing me a refund. I can order the table again, but it will cost me more that I originally paid. That's their process. DO NOT ORDER FROM THESE PEOPLE! Horrible customer service.”

Helpful Report

Posted 4 years ago

“I ordered a bedroom furniture set for my son. They had it advertised I would get it by 17th August. I had a confirmation email to say my delivery day was 15th Oct. I rang to cancel as it was too long to wait. They said I can not cancel as it’s been dispatched and I’ll get it early next week. Waited in Monday nothing came, logged into my account to see it was Tuesday 18th delivery day. I rang to confirm and they said it was not out for delivery that day and they could not tell me that day, what day it would be with me. I told them that I’ve already waited In Two days and couldn’t take more time off work and was due to go on holiday the following week. I Wanted to cancel the order I waited 2 days for them to tell me they are sorry for the delays and they were investigating even tho my tracking told me they had actually shipped it 10 hours after I phoned to cancel. I requested again I need to cancel but they wouldn’t cancel my order. I then got a message from delivery people to say it was coming Thursday but only 3 out of 5 packages, while I was at work, great! It was dumped on my door step for 6 hours All (5 packages were at least delivered), while I was at work. Thank goodness It wasn’t stolen. I truly believe I only got it as quickly as I did because I went mental at them and told them I was going to do a charge back request with my bank because they could not tell me when it was going To be delivered or cancel my order. If you value your time or your sanity do not order from wayfair. Only good thing was the furniture is lovely and good quality. I will never use them again especially with products that are worth hundreds of pounds .”

Helpful Report

Posted 4 years ago

“Do not use! Tried Business account. Made 10 item order Double invoiced No one knows whats going on Account manager a half wit Still waiting on products Still waiting on funds owed Managers refuse to speak with me Now they blocked my invoices on site Bank investigation underway BBB investigation underway The items I did receive were ok Absolute nightmare billing Do not buy a large amount of products They cannot handle it. 10 item order and they called it big. Wow really !!!??? I lost sales. Nightmare ! Stay away”

Helpful Report

Posted 4 years ago

“I ordered a Keter plastic garden bench on 10th August 2020 with an estimated delivery date of 14th August. On the 14th I went to track the order to find delivery had been delayed to 20th August. I received no email from Wayfair to advise me of delay. I contacted Wayfair by email who apologised and stated that there estimate to receive the item was 18th August and as delivery had already been delayed then their estimate for delivery to me would be 20th August. On 19th August received an email from Wayfair stating apologies but delivery was now delayed again until 16th September. Cancelled item. A warning to others who may be thinking about using Wayfair, my advice is don’t, find a more reliable supplier. Extremely disappointed.”

Helpful Report

Posted 4 years ago

“Do not buy from this company!!!!! Appalling customer service, problem after problem after problem. I've never wrote a bad review about any company but they have had my blood boiling. Avoid at all costs Spend £1000 on bed and sofa. Bed mattress arrived base got lost, finally agreed to replace after two weeks with a delivery date of 1st October, finally agreed to refund and put credit on account instead of refund. Sofa arrived damaged, sent replacement in different colour!!! Complete half wits!”

Helpful Report

Posted 4 years ago

Wayfair is rated 1.5 based on 2,302 reviews