Wayfair Reviews

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

1.5 Rating 2,301 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,301 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

“First and last time that I will use wayfair. Very unhand way to run a business! Ordered 6 single dining chairs as the pairs (which were cheaper) were apparently out of stock. When the order arrived, guess what I received! 3 sets of pairs! I phoned wayfair to complain about this and they just said sorry. No offer to rectify it or refund the difference that they had fraudulently charged me. They didn't care. As for the product themselves, not really impressed with the quality, as I paid over £700 for 6 chairs I really didn't expect them all to have various threads hanging off of them where they have not been finished properly. I will buy elsewhere next time.”

Helpful Report

Posted 4 years ago

“Shipping takes longer than any company. Explaining the importance of needing it on time, and asking if I should pay for expedited shipping. Lied to 5 times. They claim they shipped it. However they didn’t. Now claiming I have to wait 10 days after receiving it for a refund.”

Helpful Report

Posted 4 years ago

“Do not buy from this company. I was told my order would be delivered 11 days ago and I am still waiting. They refuse to tell me if and when this will be delivered. Awful company”

Helpful Report

Posted 4 years ago

“Poor customer service. Deceiving 15% offer was not applied to my account and initial order Wayfair only send you generic responses trying to overlook issue. Will never buy off them again and will urge others not to.”

Helpful Report

Posted 4 years ago

“Spoke to David on May 5th from Wayfair UK branch. @ 1.45. Number 0800 169 0423. I asked to speak to a manager given the continuing delays on delivery. David denied that request. David's first response was to issue a refund. When I asked to have a refund later in the conversation he became argumentative and stated 'why are you making an enemy out of me?' David continued to raise his voice with his condescending approach. The wayfair supply chain is flawed. David said this outright. The system takes days to update. All delivery dates are estimated. After the first delivery never arrived, the company does not have the product in stock anymore, yet I received 2 delivery dates which are now over 2 months after the initial order. The way in which this has been handled and the manner I have been spoken to is horrific. I have now been informed that the cancellation process has been started and can take days as the product may have left the wholesalers. This is after he said it is not in stock. Appalling!”

Helpful Report

Posted 4 years ago

“I suffer from cancer. I tire easily and needed a long sette to recoup. I saw an ideal one in wayfair and ordered it. I disposed of my existing one when I was given a delivery date after confirming this with their customer service. However, since then I have been given 5 separate delivery dates. I explained my situation to their customer services and also that once delivered I would also have to arrange help moving furniture etc. I have had enough and have cancelled my order. I cannot recommend this outfit to anyone. Don’t waste your time.”

Helpful Report

Posted 4 years ago

Helpful Report

Posted 4 years ago

“I will never deal with this company again. Unprofessional and bad customer service. Wasted two days of my time waiting for the delivery of good. Initial wasted one day and when the good is delivered it was broken. Contact customer service and they decided to replace the product. Promised with a delivery date and never turn up. Contact customer service again and they assured me that the product will definitely turn up the next day and it didn't. What a waste of time in dealing with the customer service when they don't know what they are talking about!!!!!”

Helpful Report

Posted 4 years ago

“Avoid this company!!! Worst scam I have ever encountered!!! What you see is not what you get!! Wayfair charges incredibly high prices, so you assume you are getting what is described and pictured as well as quality. No!!!! Garbage absolute garbage!!! Plastic coated “wood”, parts missing, cheap knock offs that look like they came from a dirty alley!! When you try and return they try and charge you 30% of the purchase price. That is how they make there money, not by selling quality merchandise!! Do not order from Wayfair!!! Save your hard earned money ;(”

Helpful Report

Posted 4 years ago

“Cancel policy is a sham. They seem to tag every order when it comes is as Processing for shipment. Once they hit that status you cannot cancel the order.”

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Posted 4 years ago

“Disgusting outfit. Nearly £700 spent n no communication whatsoever. Delivery day came and went n they blame delivery company. 7 days later get email to say looking into things if they can't locate they will order them again n inform of delivery date. Iv been waiting over 6 weeks now... Really shoddy outfit do not use this company!!!!”

Helpful Report

Posted 4 years ago

“Awful service poor quality items. I ordered 3 items: One item was several months late during which time it was reduced, so I asked them to adjust price as they hadn't delivered my item when they said they would but they refused, no goodwill! The second item was so poorly made that one part fell on my foot and injured it, my husband had to make alterations for it to be sound. Poorly made/poor quality items. The final straw was when the third item arrived covered in bird faeces, they said thanks for letting them know!!!!! Even the delivery guy said it was disgusting to send items out like that. I would not recommend, mainly because the customer service is shockingly bad they're basically not interested in customer satisfaction, only the money.”

Helpful Report

Posted 4 years ago

“I registered to get £15 discount available in April only when you spend more than £150. I expected the discount to be applied at checkout. It wasn’t so I ordered anyway confident it was a glitch in the system. I rang Wayfair the next day to ask for the £15 reduction. I was told this wasn’t possible and I should have rang them when I Sydney receive a discount code. How are people to know this. I think the code system is a scam. Two days later I still haven’t receive a code by email. It’s too late now as it’s May so the discount isn’t valid. So angry to have fallen for this, most reputable companies would have refunded the £15 discount.”

Helpful Report

Posted 4 years ago

“I wish I read the reviws before I purchased from Wayfair. It seems that they delay shipping of the furniture to everyone. My story is a bit differnet. I had my oudoor furniture deliverrd to me only to be taken away stating that it was damaged, They did not even give me achoice to accept it or to decline the merchandice. When I called Wayfair letting them know what happened, they toldme that they cannot tell the truck to come back because they were on route to other deliviries. Mind you that we called right away, it was not even 15 minutes. We spoke to a amanger by thename Sue and she re scheduled the delivery for the 21st of April. We called on the 19th to reconfirm on the 20th we get a cancellation. I called and spoke with different people (who do not know whether they are coming or going) also I asked to speak with Sue. Left Sue 3 different messages, did not get back to me. Spoke with Ken who is another manager, he told me that it takes 72 hours to scan the product at the wearhouse and schedule another delivery, Called the next day to speak with Ken, left another voice mail, never called back. Called again and spoke with Cindy she told me to call beck as the 21 deliver was not happenning. She told me to call on Friday. Called on Friday April 23 spoke with Arthur where he told me that the furniture is was found and scheduled Delivery for April 29th only to recieve a call from Wayfair to tell us that they will not be delivering the furniture as they do not know where it is. Spoke with Tom who is a person which handles deliveries, he told me that the furniture may be in the wearhouse but has not been scanned. Furthermore he told me that he did not know why the delivery was confirmed. If I want to order another set, I again have to wait 3 weeks. He told me that the will call me with an update, but I doubt is. Stay away from Wayfair, they do not stand by their word. The best part is that they have a robotic script for apologizing. I could not hear that anymore and told them instead of apologizing bring me what I paid for . I cannot say how Horrible this experience has been. Overstock rules. the best service ever. If anyone wants to buy from Wayfair, read the reviews first and stay AWAY!!!”

Helpful Report

Posted 4 years ago

“The delivery with XDP our awful! Unhelpful wouldn’t help with a huge parcel of mine not even to hold the door! Customer services was the worst I’ve ever had with a delivery company. Tried to deliver so many times when told no one would be in. Not a smooth transaction. Never again!”

Helpful Report

Posted 4 years ago

“Wayfair wants customers to accept less than perfect items. If you make too many returns, they punish you by assigning an account manager who makes you jump hoops to make a return. They drag out the return so it takes weeks to get your refund. Ryan is one of the managers who is a straight up liar. Wayfair has a bad name for a reason!”

Helpful Report

Posted 4 years ago

“Bespoke Part missing. Replacement requested. 3 week wait for the missing part! Refused to compensate for this big inconvenience (my house is not a storage warehouse). Really poor customer service will not use again and recommend you do not.”

Helpful Report

Posted 4 years ago

“DO NOT SHOP HERE - I cannot stress this enough - they are the worst company I've ever dealt with and their customer service is appalling. Offer deals and when received ask you to return as they misadvertised in error!!”

Helpful Report

Posted 4 years ago

“Worst company I have ever dealt with still waiting on items that are weeks late. They told me they have no complaints procedure. And when ever I speak to someone they can not be bothered to help. Most stress full purchases ever made and still don't have tge items or money back. It's OK though because they don't care”

Helpful Report

Posted 4 years ago

“Ordered a headboard beginning of Feb 2021. Now towards the end of April 2021, with no sign of it. Emailed numerous times only to be told each time of yet another hold up and another date. Fingers crossed I will eventually receive my headboard in May... Strongly recommend not to shop at Wayfair. Customer service is disgusting”

Helpful Report

Posted 4 years ago

Wayfair is rated 1.5 based on 2,301 reviews