Wayfair Reviews

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

1.5 Rating 2,302 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,302 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

“Wrong part was went again and again. Asking for 3 wrong parts. The funny thing is the part no.6 that we need were in there but we looked carefully to see the no.6 stickers on top of the no.7 stickers ! So they knew the part were wrong but cheekily covered it ! They kindly sent me the whole new set of Tv stand in box and opened it just to find the wrong part in it. Now we have the garage full of useless 2 set of TV stand parts that only god can assemble them Terrible furniture. Highly don’t recommend”

Helpful Report

Posted 5 years ago

“I am a 3D interior visualiser and frequently visit designer homeware websites for reference info for modelling products. I am also in the middle of a large renovation project and was almost ready to furnish and style the property, most of the items were due to be purchased from Wayfair...until I noticed that a large amount of the stuff I saved in my basket was quietly inflated at an insulting rate. I’m talking almost £100 added to the price within a few days, they inflated the price based on my browsing habits and since I look at designer furniture they figure they can charge me more? I am glad I sussed this before purchasing as I’ll now be spending my budget elsewhere. This should be illegal....save the high street.”

Helpful Report

Posted 5 years ago

“Still waiting for missing components Now told there is a three week delay Asked to speak to a manger to be told I will be put on the list and should get a call bacvk within two days (how many complaints are they dealing with?!) Unbelievable!”

Helpful Report

Posted 5 years ago

“I bought a wall clock from this website twice , they give you the wrong information over the phone And on website just to place the order and then for The refund you have to wait,,,,,,, Definitely NOT recommending this website 0000000”

Helpful Report

Posted 5 years ago

“Ordered a dining table and chair set, was told a delivery date. Waited in all day and heard nothing - rang customer services and was told the delivery was delayed and would recieve delivery at the beginning of the following week at the latest. Then - got an email saying the order had been cancelled because they had run out of stock and the item has been discontinued. Not happy at all - why on earth would wayfair take my money when they don't have the item in stock. Needless to say, im getting a refund set to come in the next 14 days, but the inconvenience of the whole ordeal has made it impossible for me to recommend.”

Helpful Report

Posted 5 years ago

“Wrong floating shelf was received! Their customer service didn"t even offer a refund or ask if I wanted to return it! First time I oerdered from them & the last time! Wow!”

Helpful Report

Posted 5 years ago

“Do not buy from this company. Buy and pay from purchases but they don't fulfil. Wait for 5 business days refund but they take payment in seconds”

Helpful Report

Posted 5 years ago

“Do not buy anything on this website!!!! Horrible quality and horrible customer service We bought bedside tables, chest of drawers and more things for the bedroom. We had issue with the delivery, even though I stayed home all day they did not even rang the bell when delivery came and just left When we opened the box , it was cheap quality product with ugly prints on the wood. It did not look natural, was patchy, different colours on every piece. We had to return all pieces and the funny part is that the company takes no accountability on their products and charges 10 gbp for every box to be returned and their justification is that each box goes to different warehouse so we are paying 70 pounds for return of garbage quality furniture Customer service nor the manager was any help and repeated the same line from the checklist that it is their policy meaning they do not care about their quality nor customer satisfaction Definitely do not recommend”

Helpful Report

Posted 5 years ago

“Placed an order which failed to turn up. Wayfair use Hermes presumably because they’re the cheapest but unfortunately you get what you pay for and in my experience Hermes are an appallingly bad courier. Despite the loss of the item being no fault of my own Wayfair have told me that I will need to wait up to 2 weeks for a refund while they look for it!! It’s cost me time and money and inconvenienced my customer. They have ignored my request for a refund. Dreadful service, would not use again.”

Helpful Report

Posted 5 years ago

“I have never used Wayfair before and I will never use them again .. 20% of cost of item to deliver and if not suitable have to pay a return charge. So an item costing 23.99 if I sent back has cost me £10 just for my disappointment and dissatisfaction.. no way wayfair.. stick it. Dave Briody”

Helpful Report

Posted 5 years ago

“They have the worst customer service I have ever seen or heard in my entire life, the customer service very poorly trained can’t even get a proper order, the same order was taken 3 times and 3 times were cancelled and each cancellation moved the delivery date a week further!!! If you need your order within a month then don’t even bother to choose them as your order might end up reaching you whenever they feel comfortable to send it because you might unexpectedly receive an email saying sorry!!! Very disappointed”

Helpful Report

Posted 5 years ago

“Customer service? There was none. No one could offer any help only empty apologies after they themselves and their courier company couldn't tell me why my package hadn't been delivered at the time they stated or where it was now or when it would be delivered. After making an official complaint I was told the only compensation I could receive for all the money spent phoning around companies trying to find answer and the time I had to take off work to wait for the parcel was a 10% off voucher for my next purchase. I declined as I will never be using Wayfair again. This was my first and last time using them. Absolutely shocking service!”

Helpful Report

Posted 5 years ago

“Wayfair employ rude, aggressive and confrontational drivers. One of their drivers couldn't find my property and ended up cancelling the delivery and making physical threats towards me (a man who has my address). I then had to rearrange the delivery for the following week and waste another day waiting in for delivery. Despite all this, Wayfair (PamG) refers me to terms & conditions that they have the right to cancel an order if they want to basically, and have said they will provide assistance with a POLICE ENQUIRY if needed. Apparently, they don't record the calls, so drivers can do what they want with no consequences. Wayfair offered me a 10% discount off a future item as an apology... ALSO I've ordered over £1,000 worth of items with them over the past 3 months and the issues I've experienced so far are: MISSING PARTS (X2) ITEMS ARRIVING DAMAGED ITEMS NOT ARRIVING AT ALL DRIVER REFUSING TO DELIVER PARCEL DRIVER MAKING PHYSICAL THREATS TOWARDS CUSTOMERS ITEM ARRIVING COMPLETELY DIFFERENT TO THE PICTURES (X2) DELAYED DELIVERY Another strange one is that they repeatedly CANCELLED my orders of 'discounted' items, telling me it isn't in stock any more and issued me a refund. This happened X5 TIMES. IKEA is better quality, cheaper, and you probably won't have your time wasted or safety compromised. AVOID!”

Helpful Report

Posted 5 years ago

“Ordered a single bed which was made up of 4 individual packages, i was informed the delivery would be made on the Wednesday which was just 48hrs after ordering which i thought was good, however pard delivery was made on the following Monday, but missing one box, the bed slats. I immediately contacted Wayfair who said they would look into it. After numerous emails mainly by myself they reported that the courier had lost the package, so they said the courier would check the warehouse to see if it could be located. I suggested that they should send a replacement immediately which they declined to do saying i would have to wait until the following Monday to enable them to carry out their search. I reluctantly waited until the Monday and as they hadn't contacted me i contacted them. They responded by saying they would put a replcement in the post which i did receive on the Wednesday, nearly 3 weeks after placing the order. Simply not good enough”

Helpful Report

Posted 5 years ago

“The poorest delivery service imaginable!”

Helpful Report

Posted 5 years ago

“Disgraceful company, unwilling to address my complaints: blamed the courier when they didn't supply the item to them. Cancelled my order when I didn't want them to, and then didn't offer me a replacement, causing me to lose a £15 voucher and hundreds in savings. Absolutely useless and disorganised, showing no care for their customers (I had previously ordered from them) whatsoever.”

Helpful Report

Posted 5 years ago

“Ordered a desk. Received the wrong colour. Went through the rigmarole of photo evidence etc and returning the desk. Waited a week and received my replacement... same problem again, they've sent the same incorrect colour and the first time. Makes a complete mockery of their "next day delivery" promise - you may get your first order the "next day" but maybe not exactly what you wanted. After that who knows!”

Helpful Report

Posted 5 years ago

“Due to security breaches on my account Wayfair have allowed 2 x payments to be deducted from my bank account without my knowledge or authority, totalling over £200. Both the bank and Trading Standards have advised that it is Wayfair's legal obligation to refund the money but they are not accepting this. I am now having to take the matter further.”

Helpful Report

Posted 5 years ago

“Never buy from Wayfair! They deserve 0 stars but unfortunately that isn’t an option. Received the wrong colour item which they organised a replacement for. The replacement came and was the wrong colour... again!! I had to take 2 days holiday from work in order to wait for them to pick the wrong items up. I asked for a refund in the end to save my time and to save my holiday days from work. Still haven’t received the refund nearly a month later. Calling them every other day to hear their excuses. This was just the issues with 1 item from my order, I could write a book with the rest. Just not good enough.”

Helpful Report

Posted 5 years ago

“I ordered a sofa set from Wayfair during boxing day sales. Ordering on website was straight forward until the time of delivery. This is when things went down hill. I selected the day that suited us which was available slot. Thinking we would receive it 3 weeks (22 Jan) but to our surprise had a call from their courier XDP who wanted to deliver for 20 Jan as they are in the area. We had to have it for 22 as it was day I'm off. After calling Wayfair to advise that XDP got the delivery date wrong. I couldn't never get through to their phone number. We kept getting texts which were not consistant. Anyway after making several calls to Wayfair going back and forth the delivery should up without notice. The driver turned out to be rude, arrogant and obnoxious. He did not like when my partner challenged him that why we did not receive any notification to confirm the delivery. He went off waving his paperwork at my partner and argued then just walked off. So I called Wayfair and complained 3 times and emailed. They were sympathetic but still assumed we rejected the delivery. I had to reiterate my experience with their delivery company. Yet again, received call for delivery? When I cancelled it due their services. Now , I am waiting for my refund which will take 5 days after they receive the sofas back to their warehouse.”

Helpful Report

Posted 5 years ago

Wayfair is rated 1.5 based on 2,302 reviews