Wayfair Reviews

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

1.5 Rating 2,299 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,299 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

“Beautiful things to browse through,I bought a battery glob light love it,prompt delivery and the packaging was 10/10”

Helpful Report

Posted 5 years ago

“Very poor experience on delivery of a wardrobe. Placed an order for an item that was supposed to be in stock. after payment was collected the delivery date changed to 2 months later, then another 4 weeks. finally the wardrobe arrived, but one of the boxes was missing. After several emails and telephone calls Wayfair are now saying it will take another 8 weeks to deliver the extra box.”

Helpful Report

Posted 5 years ago

“Shocking. Ordered a tv stand, sent me the wrong one. Then, I was expected to stay in all day for pick up. I should of not of bothered with them after that but like a fool....I ordered another tv stand, and guess what, they sent the wrong one again. I would stay well clear of this company. It is alot of hassle sending items back because they can't send the correct items.”

Helpful Report

Posted 5 years ago

“Ordered tv stand on the 29th November got told it will be delivered on the 9th December, then the 19th, then the 23rd now been pushed back until the 27th January, I tired to cancel the order but couldn’t because it’s been dispatched, I have emailed them but no one from wayfair have connected me themselves. Will never use this company again”

Helpful Report

Posted 5 years ago

“DO NOT BUY FROM THIS COMPANY!!!! DO NOT BUY FROM THIS COMPANY!!!! I ordered a sofa on the 11th November and I have had up to now ‘5’ yes you read it right that’s five failed delivers. Not 5 failed deliveries because I’m not there but 5 failed deliveries because the van was full so couldn’t fit it on. Or it has been lost so they will have to locate it somewhere around the country. Or delivery will be 4 hours late which means 4 hours after their time slot would be 9.30 PM so obviously wasn’t going to come then and then repeated excuses or last time no excuse at all just didn’t turn up as I think they couldn’t think of another excuse. I actually think the sofa doesn’t exist or perhaps a wayfair employee or panther delivery employee is right now enjoying it in their living room because we certainly aren’t ? I have tried customer services and been referred to delivery solutions who say the right thing on the phone but then must go to lunch and forget to follow it up as nothing has been done to solve this problem. I will now have to attempt to get a refund and try to get a sofa elsewhere before Christmas otherwise we will be sitting on the floor to watch our Christmas films. I’m sure ‘Lorraine’ won’t be sitting on the floor at her house for Christmas and I’m sure she wouldn’t do another TV add for them if she knew what a shambles they are. So the moral of the story is DO NOT BUY FROM WAYFAIR!!!”

Helpful Report

Posted 5 years ago

“DO NOT BUY FROM THIS COMPANY!!!! I ordered a sofa on the 11th November and I have had up to now ‘5’ yes you read it right that’s five failed delivers. Not 5 failed deliveries because I’m not there but 5 failed deliveries because the van was full so couldn’t fit it on. Or it has been lost so they will have to locate it somewhere around the country. Or delivery will be 4 hours late which means 4 hours after their time slot would be 9.30 PM so obviously wasn’t going to come then and then repeated excuses or last time no excuse at all just didn’t turn up as I think they couldn’t think of another excuse. I actually think the sofa doesn’t exist or perhaps a wayfair employee or panther delivery employee is right now enjoying it in their living room because we certainly aren’t ? I have tried customer services and been referred to delivery solutions who say the right thing on the phone but then must go to lunch and forget to follow it up as nothing has been done to solve this problem. I will now have to attempt to get a refund and try to get a sofa elsewhere before Christmas otherwise we will be sitting on the floor to watch our Christmas films. I’m sure ‘Lorraine’ won’t be sitting on the floor at her house for Christmas and I’m sure she wouldn’t do another TV add for them if she knew what a shambles they are. So the moral of the story is DO NOT BUY FROM WAYFAIR!!!”

Helpful Report

Posted 5 years ago

“Sofa bed paid for and delivery notification received to say it would be delivered on 11.12.19. Checking the status updated I noticed the delivery was not happening due to incorrect customer information. Five days later, after many phone calls to Wayfair and a formal complaint I received notification from the delivery people the sofa be would be delivered this morning between 8.05 and 10.05. Checked the status delivery at 9.45 to find "delivery could not take place because of incorrect customer data". On the phone to Wayfair AGAIN since 9.47. The delivery company, Panther, are absolutely useless. Had I realized the service was so poor yet they are so quick to take my money - paid for in full, I would have gone elsewhere. Absolutely disgusted.”

Helpful Report

Posted 5 years ago

“Wayfair's customer service is amazing! I don't know if it's a recent change but as of 12/16/19, they have issued me credits even when I didn't ask for one. Working with them both over the phone and through email has been a breeze. Highly recommend!”

Helpful Report

Posted 5 years ago

“Returned unwanted item on 2 December 2019. Despite 2 chasers still no refund!!”

Helpful Report

Posted 5 years ago

“Ordered the Aria tv unit, first one damaged whilst assembling so Wayfair sent me a new one as the part I needed would of taken longer then ordering a whole new unit, which was brilliant. Second one arrived damaged so arranged a return which took 2 minutes and money put back into account with in 2/3 days. Damaged goods happen often due to couriers which is annoying but the way Wayfair handled the situation is amazing service!”

Helpful Report

Posted 5 years ago

“The worst quality of furniture in the world .. Deliveries very long most of the elements damaged, not suitable for mounting elements from other sets for the short side panels .. Broken glass and unpainted metal elements .. No visible sides of the board you can see chips from the chipboard. The edges are visible sackcloth. No screw. The element replacement service lasts up to two months. I do not recommend”

Helpful Report

Posted 5 years ago

“Just purchased a duvet set and was very disappointed as the print looks very washed out compared to website picture and quality is not great either.”

Helpful Report

Posted 5 years ago

“I ordered a bed. Only 2 out of 3 boxes arrived ... neither for the correct item, from 2 completely different beds. I was asked if I would like to buy them at a reduced rate!? The bed I'd originally ordered was then out of stock so they returned my money, however, i now have to arrange for the pick up of the items. It's been a farce from start to end. Will never use them again.”

Helpful Report

Posted 5 years ago

“Ordered bedside drawers as gift for my sons new home. Wrong product sent contacted Wayfair who reassured me correct product would be sent and offered me 15% discount off product. Only to send out another set of wrong drawers!! Requested refund and received refund minus the 15% they had given me for the original wrong item sent. Poor company would definately not recommend.”

Helpful Report

Posted 5 years ago

“Only had part of my furniture delivered, missing parts! Have yet to deliver the missing parcel and have had no update on what’s actually happened to the missing parcels, what a joke, I will not be using wayfair again”

Helpful Report

Posted 5 years ago

“What a joke,placed 2 orders had to keep chancing both! Delivery dates changing all the time,waited in all week,still no delivery! Would never use this company again”

Helpful Report

Posted 5 years ago

“The first order was delivered promptly. The last 2 have taken over 3 weeks. This is due t the delivery company XPD continuing to lose items. A desk and a TV cabinet both went missing. I saw it sitting at the delivery company for days so contacted Wayfair on both occasions once the delivery date had been missed. They put a 'specialist' team on the case to investigate. No explanation, just an email received saying items had been reordered. Wont bother ordering again.”

Helpful Report

Posted 5 years ago

“My orders have not arrived. There has been very little done to resolve this issue and no one interested in sorting this out in the customer services team. Apparently after careful investigation they came back with "why don't you try the neighbours". The neighbours do not have anything and customer services continue to say they cannot do anything to help. Its it delivery specialist job but they dont talk to anyone or indeed resolve anything. I would not recommend Wayfair for any future purposes. Their delivery partner DHL and their customer service have provided no positives to this experience. Just terrible from start to finish.”

Helpful Report

Posted 5 years ago

“I ordered 6 briana chairs as 3 sets of 2 in early Nov for Christmas. Original del of 18th Nov was changed by wayfair to a more 'secure' delivery option (that didnt go well!) and new date of 25th Nov. I tried to track delivery on the 25th but kept looping back to my order page on wayfair site. Contacted wayfair and they had lost/mis laid the chairs and needed time to investigate where they were. Few days later given del date of 4th Dec. Only 3 chairs arrived so again contacted Wayfair...I few days later I got a nicely worded email basically informing me as was an idiot as I had only ordered 3 chairs and that is what they delivered. I then sent the confirmation email I received from Wayfair saying they had my order which clearly stated 3 sets of 2....nothing but radio silence since then which is 4 days ago. I have now requested their complaints process as i want to make a formal complaint as currently I have paid for 6 chairs, received 3 and its currently unlikely that this will be resolved by the delivery solution specialists!”

Helpful Report

Posted 5 years ago

“Ordered an armchair 2 weeks ahead of a family gathering. The delivery date changed twice. Booked day off work for the 2nd delivery date and then 24hrs before it changed to the following Monday! So frustrating. I contacted Wayfair via Facebook Messenger to ask about delivery (there is only an 0800 number on their site to contact them through) and was told to just check my order online for updates. Had to cancel in the end. Such as a shame as the chair would have been perfect, but no use if you can't use it and have to keep booking days off that get changed. Useless!”

Helpful Report

Posted 5 years ago

Wayfair is rated 1.5 based on 2,299 reviews