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

“This people are thieves, took my money from my account n provided low quality thing.. be careful what you see is not what u get. Best ordering from ikea”

Helpful Report

Posted 4 years ago

“Atrocious experience with Wayfair. Their customer service team is an embarrassment to their company. Tried recommending a friend. Wayfair’s own terms and conditions were unknown by their staff. It took me 3 weeks to get my £10 voucher that I was owed according to their own incentive. Had to initiate all correspondence, received no updates, repeatedly had to explain their own policy including having to actually quote it from the website. After the experience I would not recommend Wayfair to anyone, instead suggest people do not use them. Go elsewhere.”

Helpful Report

Posted 4 years ago

“Terrible service, the delivery never came and was sent back to the sender with no explanation available. The customer service line's only service is to apologise to customers for their missing items. The team can offer no actual support.”

Helpful Report

Posted 4 years ago

“I purchased an item and less than 12 hours later the price reduced. Rather than return the first one and reordering at the lower price (which would cost both myself and the company time and money), I requested a refund for the difference in prices. They refused on the basis that they do not price match. Customer service is very poor.”

Helpful Report

Posted 4 years ago

“Wayfair sells items that they don't have in-stock only to state it is back ordered month after month. Waiting on the slow boat from China. I gave up and canceled my order and made she shed window shutters myself. My main issue is the customer service representatives when you call. They only have canned answers and promising delivery dates that are not met. Best price does not mean best service. Sick of companies blaming pour service on virus.”

Helpful Report

Posted 4 years ago

“Furniture is cheap quality and customer service is very poor. I will not order from this company again.”

Helpful Report

Posted 4 years ago

“Shocking level of service. I ordered a Haynes Cream Rug on the 3rd Sept. As of the 23rd Sept it has still not arrived. Three times I have been told it is available for collection and have gone to collect the rug from the DHL parcel shop to find it is not there. Their customer service department is nice and polite but don't action a solution. I was told on the 21st Sept my order would be cancelled and I would receive an email confirming within 24 hours. No email came so today 23rd Sept I checked the order status and now they are saying it was delivered on the 22nd needless to say I went to the parcel shop and it had not been delivered. They now will not cancel the order or refund me as the DHL computer says it has been delivered and they need to investigate. I have been told I will be contacted once they sort out their supply chain issues. In the meantime They keep my money and I am without a rug. The level of ineptitude is mind boggling. Beware beware beware”

Helpful Report

Posted 4 years ago

“Poor Customer service and delays in shipments! had ordered a sofa which was estimated to be delivered in 10 weeks and they send me a notice on the 10th week that its going to be delayed by another 4 -5 weeks and they DO NOT tell you the exact status of your order even after repeated calls to customer service.”

Helpful Report

Posted 4 years ago

“Delivery was terrible still waiting! Received a piece of my table no legs and customer service does nothing but shell out more dates for replacement pieces that never happen! Terrible service all around . They took my funds instantly but still haven’t received my product in full. Worst experience of my life! Never will I buy from them again!”

Helpful Report

Posted 4 years ago

“Delays on every order. Ordered a bed that was delayed month on month so cancelled then waited 4 weeks for the mattress complain was told it would be with me on a set date. Today had an email saying it’s been delayed another month. Just cancelled it. What a joke. They take your money though even thought there is no product to actually send you! Never use Wayfair”

Helpful Report

Posted 4 years ago

“Delayed delivery every month and no communication of this delay but they are happy to take your money as soon as you order”

Helpful Report

Posted 4 years ago

“*They lost my sofa* In mid-August I purchased a sofa that was on sale for a reasonable price. I expected shipping delays due to the pandemic but 2 weeks after the expected late arrival date (5 weeks after purchase), I called and asked about my shipment. They assured me it was on it's way and would be delivered in a weeks time. I was then emailed a notification for a scheduled delivery for the following day (a Wednesday) but the item was not delivered despite visibly being on the delivery route and being labeled as "delivered" online. I called Costumer Service and they assured me they had the couch and it was mistakenly not on the truck and rescheduled the delivery for Saturday. Once again the sofa did not arrive, I called Costumer Service again, speaking with a different person who informed me that the item has been unaccounted for over the past 2 weeks. The representative was friendly and informed me that they could re-order the product and wait another month for it or give me a full refund. I did not want to risk another delay or mishandling of the order so I went for the refund. I am profoundly disappointed in the lack of transparency and time wasted. DO NOT BUY FROM WAYFAIR”

Helpful Report

Posted 4 years ago

“Today I have received the 9th new delivery date for my product. The most recent estimate was for it to be delivered 3 days ago. Now the new date is a month from now. This will be a 4 month wait for the product and after the truly horrendous customer service I have received during this experience I have no faith that this new information is true. By far the worst experience I have ever had as a customer.”

Helpful Report

Posted 4 years ago

“I ordered a bunkbed with cot for my kids with 2 mattress' included, the description said 2 x mattress' included. When they arrived they were just two pieces of foam- Wayfair claim that they are a regular mattress but I'd never seen anything like them before, and would never expect my children to sleep on them. I wanted to keep the bed but return the mattress', which they wouldn't let me do, so I had to return the product and they charged me £50 for pick up!! The material of the mattress or a photo should have been included in the product description. I have ordered same bed without mattress' from another company for much cheaper. I emailed Wayfair to complain about losing £50 which in my eyes has been stolen from me (as I was missold the product), but they never bothered to reply, and there is no number to phone. Online chat were not helpful either.”

Helpful Report

Posted 4 years ago

“I ordered a bed to be delivered to my daughter who lives in a second floor flat. The driver basically dumped the bed in the downstairs hall and said it was too heavy for him to carry up the stairs. How then he expects my daughter, living alone with a 2 year old to do it l’m not sure. Wayfair gave a pathetic excuse about Covid and not entering a building stating it’s a doorstep delivery service. I’m sorry but that is unacceptable for a bed. It’s a good job Curry’s didn’t do the same when delivering her fridge and washing machine. Won’t be using them again.”

Helpful Report

Posted 4 years ago

“Purchased a kettle and matching toaster. The kettle broke within 2 weeks and we contacted Wayfair. They said they would send out a replacement kettle "immediately". that was a month ago and the delivery date has changed 5 times. Yesterday we were under the impression that it would arrive today. Then they changed the delivery sate to 27 September. today they changed it to 27 October. TWO MONTHS to change a kettle. And now they say we cannot return the toaster, and get a full refund on both items as they are out of the 30 day returns period. Wayfair are terrible at customer service and have 'cheated' us out of the opportunity to return both items and get money back to but a matching set elsewhere. DO NOT BUY FROM WayUNfair”

Helpful Report

Posted 4 years ago

“I have ordered furniture from wayfair before and always received excellent service and even recommend to family and friends regularly. I didn't hesitate to go straight to them when I was in need of a new bed. When the bed arrived the delivery driver informed me he couldn't bring it up to my flat and would have to leave it at the building door. There was no way I would have been able to carry the 4 poster bed I had ordered up the stairs. The driver told me he would take it away and I could request a two driver delivery team to return with the bed. When I contact wayfair customer support I found the woman I spoke to to be blunt and extremely unhelpful. When I asked for the bed to be delivered with two men, explaining I had this week off work but wouldn't be in next week to receive the bed, the woman just kept sending me the estimated arrival time if I was to reorder a new bed. I asked if she could get in touch with the delivery company and she just said no and asked if I would like to reorder. I am extremely dissatisfied with this service and it has put me off using wayfair in the future. After this experience I would not recommend wayfair in the future.”

Helpful Report

Posted 4 years ago

“I ordered a coffee table set and was received an email a couple days later that part of my order shipped and I received a partial credit because part of my order was no longer available. I called and only the coffee table was available not the other part of the set - the end tables. Obviously they are a set. I don’t want part of a set! Them I was told it was on the way so I had to accept it and send it back to them then get a credit. What?!? I didn’t even get it yet, why so I have to accept it then return ship it back to get a refund. Very poor service. Very disappointing.”

Helpful Report

Posted 4 years ago

“Please don't order from this website. It's a waste of time and effort. I ordered a dining table with table top missing. Their customer service sucks. I had to get a refund.”

Helpful Report

Posted 4 years ago

“Hello I purchased a couch the hardware wasn’t in there it’s been a month and still no hardware I don’t have a couch to sit on going on two months here I wanted a refund and they just said oh we will send the hardware this was my first experience with them and I will NEVER purchase from them again”

Helpful Report

Posted 4 years ago

Wayfair is rated 1.5 based on 2,301 reviews