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

Write Your review

Tell us how Wayfair made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

Whats your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“Terrible!! Ordered garden furniture in late April advised it would take up to 6 weeks got a date of the 9th of June then today got an email saying that it wouldn’t be in delivered until late July, I used to order from Wayfair a lot I have ordered a lot of furniture but the last 2 times they have really been shocking. Will never use them again”

Helpful Report

Posted 5 years ago

“One star is to much for this absolutely rubbish no customer service company . STAY AWAY”

Helpful Report

Posted 5 years ago

“Don’t bother ordering from here, we ordered a mattress and bed frame at the start of may, the bed frame arrived 9 days late, and we are still yet to receive the mattress, having had its delivery date delayed FOUR times now to the 3rd of June before they even ‘have a solution’ as they described it. Average quality and completely non existent customer service!”

Helpful Report

Posted 5 years ago

“Service from hell. I ordered a sofa from this website and as it operated smoothly I decided I would utilise it again, little did I know I was about to experience the ordeal from hell when placing an order. I devoted my self to paying over £500 for smart coffee table during this pandemic where people aren’t working and are furloughed, for a lot of people that £500 would be the full extend of their pay package this month, never the less I had devoted myself to paying it on an item originally priced at over £700 before discounts. I was open minded when ordering this that there could be delays due to Covid-19 However what I experienced was the WORST experience I have ever received in my life. The table due to come on May the 1st. On my the first I waited in all day, didn’t leave the house awaiting this order. It never came, I didn’t receive ANY communication from the company and had to chase this myself. It was delayed to the 5th, the same thing happened. Once again no communication It was delayed to 11th, the same happened Once again the 14th the same happened This then happened with over TEN DATES in total where I physically had to ring the company myself, that’s over 15 calls I’ve had to make to Wayfair at this point! I then received half My order in the post Firstly WHY ON EARTH WOULD I WANT HALF A GOD DAMN COFFEE TABLE? Secondly the item as smashed up, broken in Various places once again I have to ring them to complain about this service - nice to know that upon ordering a £500+ item they package it with care enough for it to arrive broken. Once again I’m given a different date for the re-schedule delivery. And you guessed it on another 5 dates that they’ve told me it’s not arrived. - (yet can I add, on the website it’s Still advertised that if you order the item now you’ll get it sooner than me as an existing customer) This was escalated with a manager who assured me on their recorded phone line that this time would be different as she was taking ownership of the case and I’d get my re delivered table on the 3rd because of this. Yet since this statement I’ve been told it’s coming on the 4th, 5th, 8th, and this morning I’ve had a new email to say the 10th Bringing the order to being 5 weeks late, alongside service from a robotic “manager” who showed no empathy at all, jacintha. Jacintha whom also told me on two occasions that she would contact me, only to not leaving me to chase this company near enough every day in lock down. The service I’ve received has been terrible, and the ordeal of this coffee table not coming has practically aged me due to the stress and anger of them taking me for an absolute JOKE. Upon looking at the coffee table on the website right now it tells me if I buy it now I’ll get it on the third? Why is that false advertising allowed to happen when I’m going through this ordeal and you clearly know there’s a problem After this service I would personally never order from Wayfair again. Disgusting service and I will be taking this further.”

Helpful Report

Posted 5 years ago

“I ordered a chair, waited over a month it never came. I checked the website almost every day for the shipping. One day it said the item was being prepared for shipping, A week after the expected delivery date the order disappeared from the site with no explanation and I never received the chair. They wasted my time I should have ordered from somewhere else.”

Helpful Report

Posted 5 years ago

“Very poor quality and finish, not as advertised. Not able to verify I received correct product I suspect I received cheaper version to the one I wanted.”

Helpful Report

Posted 5 years ago

“A small cabinet came with cracked wood parts, because of that it's all wonky after building it. I never bought such a poor quality item online, I paid around £100 so wasn't expecting anything great, but that was awful! I must say I buy A LOT online,was the first time with Wayfair, and will be the LAST. Their replacement policy requires you to print stuff and wait ages...”

Helpful Report

Posted 5 years ago

“Watch what you buy?! I ordered a sofa that ended up with cushions that didnt look anything like the picture! They were so vacuumed packed and the material was so wrinkled that i had to steam it and add foam. The microwave was stated wrong on the website... I received a plain everyday microwave instead of a convection microwave. It took 4 weeks to get it! Returned it they sent a new one and that took 4 weeks!!! Got it and it's damaged dented and no fan. Now im waiting for a new one... It's going to be another 3 weeks!!!! Unbelievable!!!! I will never buy from them again!!!!!”

Helpful Report

Posted 5 years ago

“I ordered a left handed corner sofa… I ordered a left handed corner sofa and a footstall. I received a right handed sofa and no footstall. I was told i would get an email to find out where my missing footstall had gone, 1 week later i got nothing back, i rang them and they said they would order it now, i don't understand why that wasn't done straight away! Now having to wait another 4 weeks for the right sofa to be delivered, i haven't been offered any form of goodwill. will never use again.”

Helpful Report

Posted 5 years ago

“Avoid the hassle of ordering from here and order elsewhere. Been waiting over a month for my order which has been delayed 4 times with no communcaion- I've had to chase the order each time the new new delivery date passed. Recived a tracking number but tracking number shows that the delivery company doesn't have the item! I wouldn't call that dispatched! Called up and customer service kept changing the delivery date on 'when it might arrive' and wouldnt confirm if it had actually been dispatched. According to this particular customer service employee their system will show different information to ours but refused to give any details on the delay or dispatch details! Customer service then proceeds to explain what covid is.. like we hadn't noticed! Drop by their facebook page, theres many many more people in the same situation waiting for their order!”

Helpful Report

Posted 5 years ago

“Because the shipping information was incorrect on our order of 2 chairs, we had to call to correct. We sat on hold for an hour and 45 minutes. The person said it would be shipped to the correct address. When we received an email from Fed Ex it indicated it was being shipped to the wrong address. To make matters worse, they charged us for four chairs rather than two. Tried calling again. After waiting on hold for over an hour, we got dumped into a voicemail. No one returned the call, so we tried calling again. Tried calling Fed Ex, but only the seller can change the delivery address. So, I had to resort to disputing the charges on my credit card since I could not correct the situation through Wayfair's customer service. Unreal!”

Helpful Report

Posted 5 years ago

“I waited 2 months for a couch that I was told was in stock, then told, when I CANCELLED THE ORDER, that the couch did not actually exist. It was delayed four times, three of which I was put on an hour long wait as I tried to get in contact with customer services. Then, they only gave me a total of $70 off and refused to go past that. ”

Helpful Report

Posted 5 years ago

“First impressions were good - but as usual, I'm let down and disappointed - ordered a garden bistro set - which arrived with a part broken (wooden rung of the chair completely split- manufacturing issue and poor quality wood) - Wayfair partially refunded which I initially pleased about- upon the first proper attempt to sit on it that evening the chair seat broke completely (not related to the initial broken part) now I only have the option to return the item and receive a refund minus the postage costs! I will end up out of pocket and with no bistro set! very very disappointing experience and a shoddy product - I knew it was all too good to be true”

Helpful Report

Posted 5 years ago

“Paid for in stock item, kept my money for several weeks until delivery was almost due then said out of stock and no idea when they would have item, waste of time.”

Helpful Report

Posted 5 years ago

“So after the disaster with our garden furniture, we were offered a discount for any new order which we foolishly accepted. Ordered table and chairs for the patio. Table was in 3 parts but couldn’t be put together properly as the holes didn’t align; indeed the table wobbles and everyone’s drink was spilt the first time I carved meat on a chopping board on the table. The chairs were worse: a broken leg had clearly been welded on one chair and the welding joints for the screws were flimsy and could be bent by hand . As for the table, the chairs also wobble. We’ll replace everything at some point but I won’t ever shop here again after these two experiences.”

Helpful Report

Posted 5 years ago

“So glad I found this site. Not sure Wayfair will accept my reviews on their website but I should try. In summary, ordered garden sofa and chairs last May; cushions very comfy and it looks nice but main frame so badly made the wooden legs don't insert into the grooves properly and legs stick out at all angles so not level. Offered considerable discount which we accepted although Wayfair denied selling 'seconds' when I asked (but I must say their customer service was very good). After 12 months the problem is that the wooden legs are now splitting down the middle so I will contact them again although by accepting the discount this may prove difficult. I have another post after this one.”

Helpful Report

Posted 5 years ago

“Ordered an item in April a week after the delivery date I still hadn’t received my order and hadn’t heard anything. I contacted wayfair who said there had been a issues (they apparently weren’t able to find out what the issues was) and that someone would contact my the following week. When they contacted me they said there had been a supplier issues and gave me a new delivery date. This always came and went with no contact so I once again emailed them. They then told me 3+ weeks after my order date that the item should never have been on there website and that the order was cancelled and I would be refunded in 5 working days. I emailed back to say I was very annoyed it taken this long and the last of information prior to this. The next day I got a email saying that was a mistake and it wasn’t cancelled and I would get a update in a week or two. Low and behold two weeks later I get the same email saying my order has been cancelled and I’ll be refunded in 5 working days. Safe to say I’ll never be shopping there again, shocking organisation and company.”

Helpful Report

Posted 5 years ago

“WORST company ever! PLEASE STAY AWAY. You will NOT receive your order with them!”

Helpful Report

Posted 5 years ago

“I was really happy with Wayfair until the last week . I ordered a desk and a love seat . Said the items would not be shipped until June 1 . Went out and bought the items of course couldn’t cancel . I didn’t get that confirmation until 4 days later . I called the 19 th May. The agent was helpful in telling me how to return the desk that was due to arrive today . But she made a mistake on the love seat . Sent the label for fed ex . UPS is delivering it . So I called back today after . I saw the mistake . On hold yesterday for 1 hour and half . Called today was in hold for 1 hour . The agent name Gianna picked up the phone. I gave her my info and began to tell her the problem . She interrupted me and said let me put you on hold for a few seconds . I waited for 30 minutes she never came back to the phone . This is the worst that I ever been treated . After I get this love seat taken care of . I wouldn’t be making any more orders from Wayfair . I am really frustrated”

Helpful Report

Posted 5 years ago

“If I could give 0 stars, I would. TERRIBLE is all I can say. Especially for me being a new customer. Not only do you stay on hold for hours at a time to address Wayfair’s MULTIPLE mistakes, but their customer service is awful. I ordered a couch over 2 weeks ago that they never even charged/shipped. Couch is now 700 dollars cheaper. I asked for them to charge, Finally ship the couch, and adjust the price to the sale price. BUT NO. They said they don’t price match, AT THEIR OWN COMPANY, for a transaction that hasnt even commenced because of their own mistake! Instead they prefer I cancel the entire order because they won’t adjust to their very own sale price. Which makes no sense because I could just cancel and re-order at sale price. EXCEPT, I will never place another order with them again. So I cancelled. DO NOT RECOMMEND. TERRIBLE SERVICE. I’ll be leaving this review on every platform I can find”

Helpful Report

Posted 5 years ago

Wayfair is rated 1.5 based on 2,303 reviews