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

“shocking poor quality, products does not match the photos on the website. example Ortho Reflex Foam Mattress; the mattress cover is actually paper thin, the bottom layer of the cover is actually paper, wrong size to what the site says. I have a problems with the getting the refund - the product has been returned but the company credited my store account instead my Bank Account despite the promise to make the refund onto my card. I would never make the purchase from them again. Note - it was already a replacement of other mattress which started falling apart after less than 5 month of use.”

Helpful Report

Posted 5 years ago

“I ordered a computer desk and was given a delivery date. I received an email to say that the goods had been dispatched and the payment was taken. On the day of delivery they emailed to say a delay had occurred and wouldn’t be delivered for a further 3 weeks. Customer services were polite but unable to offer any other options. I ultimately had to firmly ask for a refund and to cancel my order. I will definitely never use Wayfair again”

Helpful Report

Posted 5 years ago

“Wayfair returns policy is the worst out of all the companies & online shopping companies that i deal with; & it is for this reason alone that i will not be ordering from them again.”

Helpful Report

Posted 5 years ago

“First order with this company. Goods arrived on time.Fine. On checking the contents against the parts list find out that wooden dowels with an approx value of perhaps £2 are missing meaning that the product cannot be assembled. Contact wayfair by email and receive prompt reply saying that they will send the goods .Then looking at the proposed dispatch date being 8 days later phone customer services. Irish office say that they will try to contact the supplier/warehouse and hopefully can get the parts sent sooner.Do not come back with reply. phone again and told by same office that they cannot contact the supplier to chase parts which could have been sent out by first class post. Nobody able to help .Disgusting customer service .Pleased that telephone calls are recorded so that this marketing company can learn how to look after customers complaints and change their negative approach to customers orders.A smaller company would look after their customers but a company the size of wayfair is obviously too large to give a personal service to sort out any problems immediately .Would not recommend .”

Helpful Report

Posted 5 years ago

“Very very horrible experience with Wayfair where I ordered a desk for my daughter and the website confirmed they have 5 desks in stock and an express delivery option is available and my table will be with me in 3 working days. Post placing the order there was no update from Wayfair for a week and then I was informed that the order has been delayed by 6 weeks and they need to ship from France. I am absolutely appalled by this blatant bait and switch tactic done by them and really disappointed with the service. DONT ever buy from them.. its clearly a scam with orders being fulfilled from China or elsewhere.”

Helpful Report

Posted 5 years ago

“I ordered the Daisy triple sleeper in June and arranged a delivery date as late as possible in July with the agreement that the bed wouldn't be set up until I moved into a new house on 2nd August - I wanted the kids to have a nice surprise in their new house. Anyway, on setting the bunk beds up there was a side panel missing off one of the drawers. Annoying, easy to make, but at £760 for the bunk-beds why should I? So I rang Wayfair to arrange a replacement. No problem, you'll have it by 10th August. Great. A follow up email from Wayfair changed that date to 11th Sept - not so great. Anyway, I wait. A few weeks later (mid August) I receive an email from Wayfair- delivery in progress - great. A day later an email- your part was delivered, well, no it wasn't. Not to the old house or the new house - the delivery address looks like a warehouse in Manchester not a normal house in Wiltshire. So, another call to Wayfair - oh it WILL be delivered and you'll get an email when it's coming. No email received, no delivery made so last week (mid Sept now) I rang again - a lovely Portuguese lass (I was expecting Irish) said she'd open an investigation into where the part went (no use to me at all) and get a new part ordered - much more use. I've had an email last week saying they've opened an investigation but no email regarding a re-order. Oh and to add insult to this, my Wayfair online account says I've had the part delivered. I'm still waiting. Basically folks, this firm, when something goes wrong, are utterly unconcerned. They've got your money and have no intention of rectifying whatever issue they have created. It's a real shame because this poor service will catch up with them in the end and folks will lose their jobs. There's somebody at the top laughing at us all. I've used them once, had this experience and wouldn't touch them again; not even with a bargepole if it had a bucket of bleach hanging on the end. My advice would be to mark and avoid them like they're a minefield.”

Helpful Report

Posted 5 years ago

“First item from wayfair. OMG. Three ledge self build table. Poor quality. Sent the wrong parts. Ledges are meant to labelled 1,2,3 I did not get a 3 got two 1s. One of the ledges is chipped and there is cracks where the holes have been bored. Got a refund. Thing is I have ordered a couch set and another piece of furniture from them. Anxiety levels not good.”

Helpful Report

Posted 5 years ago

“returned an item 3 weeks ago still waitin on a refund, not great service”

Helpful Report

Posted 5 years ago

“Placed an order for a mattress for my mother. Arranged a collection and the person that was suppose to pick it up did not have a big enough car for a mattress! Called them back twice to re arrange delivery. When I called the next day the person that picked the call sounded like they just woke up and claimed the system was down. So wine was due to call me back by i that never happened. Called again and spoke to someone who took all the details and assured me that he would deal with it. The next day I get a voicemail advising that they can’t find my order!!! This is a joke. I ha e steady wasted so much time and they don’t seem to know what they are doing.”

Helpful Report

Posted 5 years ago

“Everything.delivery poor.items arrived in damaged boxes.customer service(aideen) sorted all out.i thought.!!!was told my items would be picked up Thursday.replacementdelivered Friday.we have had to contact yourselves again. Now Monday pick up and delivery.if this is not done everything can be returned.that includes the 2 items I kept despite damaged boxes.and I will want a refund.i would not use you again.you have all pictures of original delivery showing damage..”

Helpful Report

Posted 5 years ago

“Terrible experience ordering a wardrobe at around £1000. The first time it was delivered with missing boxes by the couriers, who dumped the remaining, damaged boxes and left; I had to ring several times before they collected them, almost a week later. Meanwhile, Wayfair were no help, and it became increasingly clear that their customer service is so poor that it would be easier to reorder rather than get them to rectify the situation. The second time, then, even more boxes were missing! After about 2 weeks of back and forth I cancelled it completely, and am left extremely unsatisfied. All attempts to relay this to Wayfair have been futile and clumsy attempts to retain me as a customer - they tried to give me a 'good will' voucher, as if I'll ever be shopping there again! All in all, when an order goes wrong, it's a shambolic company.”

Helpful Report

Posted 5 years ago

“I bought an item on their site listed under a different brand name but in fact it was an item that could be bought elsewhere cheaper. When contacting them they told me that is ok because it’s an agreement they have with the manufacturer. But what about the consumer? Do we not have the right to know what brand we are buying? As a response they said I could return it at an additional cost of £4.99 or £9.99. So I should spend more money because they decide to dupe people? They said this is common practice but I have never come across this. So if you’re looking at a blue swing seat branded as “SOL 72” it is in fact a Charles Bentley which you can buy for £69.99 elsewhere and not the £86.99 they list it at. Looks like there are plenty of other products they do this with so be on the look out. I always shop around for the best value for money and being treated like this makes me pretty angry actually. Definitely do not recommend this shop.”

Helpful Report

Posted 5 years ago

“Bought 2 lamps. Returned them. Took almost a month and multiple phone calls to get my money back. Unethical to say the least.”

Helpful Report

Posted 5 years ago

“DO NOT RECCOMMEND! This is the worst place to order from. Unreliable, I was supposed to recieve the order over a week ago and have been continuously calling them in order to find out what is going on but they keep making promises that it will arrive the next day and still I have not received it. They caused me a lot of frustration as I had to take time off work in order to wait for the order which was never delivered as there was a issue with the courier service. I am asked for a refund to which I have to wait another day for it to be passed on to the specialist team, it is beyond ridiculous that I am having to continuously follow up on the order and not recieve a refund immediately when asked.”

Helpful Report

Posted 5 years ago

“Absolutely appaling service The product had supposedly shipped, only never to arrive When contacted about the issue, they "shipped another" 3 weeks later, I was informed that the product "had been discontinued" So how was it supposedly shipped twice then?? Lost nearly 2 months with them”

Helpful Report

Posted 5 years ago

“I ordered a bed, and only received 2 out of 3 parcels required for it. I got in touch with them immediately, as the courier didn't have the third parcel. Instead of straight away sending the replacement part, they started an 'inevstigation' into what had happened. I found out myself by speaking to the couriers on their live chat, who told me the third part of the bed was never sent to them in the first place. Got back in touch with Wayfair, who said I still needed to wait for their investigation to finish. So I can't get the refund, nor can I get the final part. A few days later, they get in touch to let me know the investigation has finished, and indeed, my part has been lost (telling me nothing new), and would I like the final part of the bed? I say no, I would like a refund. Then, I'm told they will tell their courier to pick up the parts of the bed which I have received, and only then will I receive the refund. The courier has not gotten in touch yet, even after waiting 3 days (they said they would get in touch in 24 hours). So essentially, I'm stuck with half a bed that can't be put together, I have the head and foot boards of the bed and the slats, and nothing to put it together. I don't trust that I'll receive the final part, but I can't seem to get the refund together. Customer service one the phone was very short with me, the emails that they send to me are copied and pasted (and they don't even hide that by pasting with plain text?), so it's clear this is a recurring problem and they repeat the same thing over and over. Seriously, never again.”

Helpful Report

Posted 5 years ago

“If we have ZERO stars i could review MYFAIR better. I have bought an item for my son, it's shown at website as AVAILABLE for delivery until Sunday, September 19th. BUT: i receive an e.mail, after almost 5 days after my purchase, telling me that the item it isn't available now, just from november 28th. It's TERRIBLE experience as costumer. For my suprise: the item remains available for anyone buy and have the same problem with them. It is desonest. I already made my cancelation order and wait for my reimbursment ASAP.”

Helpful Report

Posted 5 years ago

“Their return policy is illegal, according to consumer law items bought online can be returned free of charge to the customer, for 14 days from delivery or from the date the seller is informed of the return. Their policy forces the customer to pay for the return by deducting the cost off their refund. Additionally they sift their reviews before allowing them to be posted, so reviews on products are not genuine as they are only ‘Wayfair approved’ reviews.”

Helpful Report

Posted 5 years ago

“I ordered a top grain leather sofa from wayfair. They sent a sofa that looked identical to the one I ordered but it came from a different manufacturer and is faux leather, not the top grain leather I ordered. They then told me I had to package up the one they sent me and when it is picked up I will get my refund. The company had no intention of sending the order I placed. They went so far as to tag the box with the invoice for the sofa I ordered that clearly identified I was to receive a Garbutt top grain recliner sofa Item BM166036. Instead, Furniture of America item CM6193SF that is faux leather was sent and it had a hole on the side of it. Customer service never offered to correct the order, but handed me off to an agent that wanted me to look at Wayfairs premium furniture side of their business, Perigold Furniture. When I told him I was not going to buy something my call got dropped. When I called back I was told that Justin was on another line. After all of that I found that the delivery team damaged my front screen door.”

Helpful Report

Posted 5 years ago

“I did not get my delivery it came days early and the courier left it somewhere without my permission. I spoke to customer services who were rude and not helpful and now i cant get hold of anyone from the dispute department they dont get back in touch and no refund.”

Helpful Report

Posted 5 years ago

Wayfair is rated 1.5 based on 2,302 reviews