Wayfair Reviews

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

1.5 Rating 2,303 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,303 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I ordered a gift voucher online for my friends wedding tomorrow. The first time i ordered they sent me the voucher and then an hour later said they’d had to cancel it to protect me against fraud...erm ok. Called them and told to just send a screen shot of my payment and my friend would be able to use the voucher again. Did that and was emailed back and told they couldn’t reinstate it because it had already been cancelled and it would take up to 5 working days to get the money back. My friend really wants these vouchers and so I tried to order it again. This time an email saying it was hold until I could send them a variation code from my bank. Then it would take a day for their team to ok it to be used. I’m sorry but how stupid. I need this for tomorrow. I’ve had to cancel it again. Wayfair have now taken £100 from me. It’s a great way to show your credit insurancers that you’re not in debt...stealing other people’s money. This company shouldn’t be allowed to trade.”

Helpful Report

Posted 6 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.”

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Posted 6 years ago

“Majority of the reviews here is TRUE, specially delivery times I ordered a bathroom vanity 3 weeks ago June 13, 2019 and still in transit from Perris,California it was shipped the following day, I called customer service they said the truck stops from different states across America, LOL. On the website it will give you an estimate delivery but once ordered shipping delivery will change.If you can wait 3 weeks fine, but I have a bathroom installer also waiting so renovation is on hold.”

Helpful Report

Posted 6 years ago

““Wayfair gives bigots just what they need” . They sell furniture to concentration camps that lock up children and separate them from parents. Shame on you Wayfare! You are not what I or any of us need!”

Helpful Report

Posted 6 years ago

“So far so good, no issues with my deliveries (chair, console, cupboards etc) , I had received a console which was damaged , they re-sent a new one 2 days later and I could keep the initial one.”

Helpful Report

Posted 6 years ago

“Longest delivery time in the world, updates with delays for absolutely no reason. Terrible service very unhappy”

Helpful Report

Posted 6 years ago

“Update on my previous review from 3 days ago. Despite cancelling my order on the Friday eve due to losing a days pay waiting in for delivery....and receiving confirmation that it had been cancelled, I started receiving texts and emails stating it would be delivered Monday. I replied to both emails and texts stating nobody would be home and it had been cancelled last week! All were totally ignored and my sofa bed was still sent out Monday morning and they attempted delivery whilst I was at work. They finally agreed to a refund but was £50 short. They had the cheek to charge me £50 return shipping fee! Their returns policy states that as they charge 800$ for returning some items that you may reconsider returning it as it may be a cheaper option to just keep it! That's why WAYFAIR don't give two hoots wether their couriers turn up on the scheduled day or not and why they send out shoddy, poor quality goods as it's just too expensive to return them! I had to report them to my credit card company! Avoid ordering anything from WAYFAIR as their reviews are just as bad as the PANTHER COURIERS they use!!”

Helpful Report

Posted 6 years ago

“Way fair sells cheap junk products from Asia produced by under-paid workers and child labor.”

Helpful Report

Posted 6 years ago

“Bought a clock as a B'day present - it looked lovely on the website. Received a clock that looked different and was different maker as well but the company insisted it was the same clock, however, they use different boxes sometimes. In summary, misleading and disappointing. I would never use them again or recommend them to anyone.”

Helpful Report

Posted 6 years ago

“I’ve ordered 2 products from Wayfair and both have arrived in poor condition. Cheaply made and definitely overpriced. Only positive is the returns system is quick and easy!”

Helpful Report

Posted 6 years ago

“Delivery ! Waited in all day nothing got a text next day saying it was coming the following day ! I had work so I said no . Arranged day after . Didn’t come . Turned up the following day lucky I was home ! Ordered another item same thing happened ! Will not be using them again !!”

Helpful Report

Posted 6 years ago

“I have just ordered and cancelled my very first item with this company and shall NEVER use again. Their delivery couriers PANTHER are an absolute disgrace, took a day off work unpaid and they cancelled delivery last minute due to a "loading error". Panthers customer services are practically non existent and it's impossible to get through either by telephone or to get a response via email. I asked if it was coming the next day then? But was told they couldn't deliver until next week so I cancelled the order. I emailed Wayfair with my complaint and to request my refund and have now been told I won't be getting a refund unless the couriers agree to return my sofa to them!! Glad I ordered on a credit card...looks like I will have to get my credit card company to deal with this. Will never use Wayfair again and in future whenever I order any large furniture items I will be ensuring their couriers are not PANTHER!! Panthers entire website is full of negative feedback.”

Helpful Report

Posted 6 years ago

“Do not use Wayfair absolute disgraceful service. 5 beds ordered at considerable cost and they decided to cancel the order as they thought it was fraud!!!!! No thoughts of whether to call !!!! Then advised my refund would take up to 5 days. Unbelievable”

Helpful Report

Posted 6 years ago

“I ordered a Florence 7 Piece Rattan Sectional Set with Cushions By TK Classics. When you order colors the covers that come on it are replaced with the covers. After 1 year 2 weeks I went to change the covers and all the back pillows were disintegrated. No way to wash the covers or change them out. Called and they told me since I was past a year that's considered normal wear and tear (what a joke). We take exceptional care of our outdoor furniture. It has never been exposed to rain or other extreme weather conditions. They gave me a 150 credit, but that's not even close enough to cover the cost of these cushions. I told them this. Here is their response. Thank you for providing us with photos. We appreciate being able to see the cushion. "We have a one year warranty policy on our items. After the one year, we consider it normal wear and tear. I am showing we have issued you a credit of $150 to store credit. Due to the original delivery date of your item,you’ll need to work directly with the manufacturer to get this taken care of. Please see their contact information and your order details below" Another email from them: "Birch Lane strives to deliver the best customer experience and that is what makes us stand out in comparison to other on-line shopping sites. If you need anything else, please don’t hesitate to let us know and I will be glad to assist you. Have a great rest of your week!" Sorry but if you don't stand by this kind of an issue, then you shouldn't be in business.”

Helpful Report

Posted 6 years ago

“One of the worst companies out there. Ordered item on the basis of delivery on a certain day. Called the customer services and agent said delivery would take place on the said day. Day came and went and status still said 'Preparing for Shipping'. Cancelled order but an hour later, I received email claiming it was too late because item had shipped though wouldn't be delivered for another 24 hours. What a ghastly company. Never again!”

Helpful Report

Posted 6 years ago

“I ordered two rugs large size and after 4 days I received totally wrong sizes..sort of runners, 80 cm by 150 instead of 2 rugs 160 by 230. I called the company and explained and they said they are sorry, to dispose the runners and they will be sending new rugs. 3 days later i receive..guess what..the same two runners, again wrong size. I called them again and they realised the code on the website was incorrect hence receiving twice the wrong size. After a week, instead of getting the right size, I have been told that the size I am looking for is not in stock ( however, checking their website it was in stock but 3 times more expensive) and they apologise. Instead of giving a discount as they made me wait 3 weeks for some rugs, they lied saying the rugs are not in stock but i can actually see the rugs in stock on a much higher price.”

Helpful Report

Posted 6 years ago

“10 days waiting for a sofa bed now. Our friends had to sleep on the floor! Everyday we are receiving and email saying that driver couldnt deliver but we have been at homw, and no one has ring the bell, or contact us or left a calling card. Wayfair customer services are just copying/pasting same email basically telling us item will come next day, then nothing happens again. We hope you give us a refund because at the moment this is a theft!!!!!”

Helpful Report

Posted 6 years ago

“Wow, great company to buy almost anything you might want. Great choices, good quality items, breakables safely packaged, quick delivery. Can’t fault my purchasing experiences.”

Helpful Report

Posted 6 years ago

“I buy some stuff, and they cancelled everything, to prevent is a fraud, ridiculous, if is like this will lose all the customers.”

Helpful Report

Posted 6 years ago

“Wayfair (1) sends a customer confirmation that an order ships with tracking number. Fed Ex (is sorry) doesn't deliver on time and calling Fed Ex gives customers zero assurance of when the product will be delivered. Then Wayfair (2) has no customer support, an email address or live chat to ask that Wayfair penalize Fed Ex for not delivering as promised. This is the first time I have ordered from Wayfair AND the last. Order No. 3034390069 6/12/19”

Helpful Report

Posted 6 years ago

Wayfair is rated 1.5 based on 2,303 reviews