Wayfair Reviews

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

1.5 Rating 2,297 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,297 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

“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

“Delivery date promises and no delivery!!! What is wrong with this company??? I can't believe they are still in business. I am calling our family attorney to get our money back so we can order from a more reliable, trusted furniture store, without a hassle. Incompetence at it highest level! Why keep lying by giving us a new date for delivery when you know it won't be delivered on the day you tell us???? We now have our 6th change for a delivery date!”

Helpful Report

Posted 5 years ago

“They cancelled my order without notifying, then when I asked said it was due to fraudulent. Fair enough atleast inform me, then I asked to re order, they said you have to do it again, what the hell is customer service for ???. Ok I did it, all the prices gone up, I said please price match as it is your due diligence not mine. They said it not in our policy to give me my own products which I ordered 1 month ago in the same price. But I have to pay an increased amount. Why should I. I needed furniture for 6 show rooms. I ordered one to see if they will fit the space. But they have lost a sale more £8000.00 worth of goods. Just don’t understand the managers common sense in his customer service.”

Helpful Report

Posted 5 years ago

“Ordered bed frame from here after reading good reviews. It arrived bery quickly, within under a week. However was shoddy quality, poorly made and the parts didn't fit. Ordered replacement parts the same day (25th April). Received an email a week later to say they had been dispatched and would arrive 12th May. 12th May came and no parts. Now a week later, still nothing and an unfinished bed frame. Tried contacting wayfair but seems impossible and said bed frame is now out of stock. There is also no option to leave a review on their website anywhere! Maybe if they had taken longer over the bed frame as they have over the replacement parts then it wouldn't have been needed!!”

Helpful Report

Posted 5 years ago

“The company not good do not buy anything from them the customer service bad after I pay my bill in full they went me to pay the interest when l called customer service for help they said they can do nothing and they say you have to pay the interest they are bad bad bad company”

Helpful Report

Posted 5 years ago

“Ordered 3 items. Part 1 was delivered with no problem. Parts 2 & 3 were under the same consignment but we’re separated at the courier depot. Resulting in the toilet not being delivered. On my account it states ‘ delivered’. I rang Wayfair to advise them that this item had not been delivered. That was last Monday. I’ve been advised that they would contact me with 1 working day, they haven’t tried to contact me at all. I’ve now rung them 3 time’s & have been fobbed off by very polite customer service people but all to no avail. They have admitted that the courier company XP have ‘received’ the item & that it ‘will’ be our for delivery but I have not received it. Their advice is to contact them if it is not delivered by 20:00 next Monday! Very disappointed. Will now avoid Wayfair for future purchases.”

Helpful Report

Posted 5 years ago

“I know this app is a scammer I order. my order never came is bad people who trust apps. and all they want is costumer money whenthe have it they don't care about the orders go thru. I been calling is said waiting is 20 minutes..and they hungup for 3 day if costumer service have a long period of wait line not just me”

Helpful Report

Posted 5 years ago

Wayfair is rated 1.5 based on 2,297 reviews