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

“Ordered a bunk bed for my 2 daughters, 17 slat holes on top and bottom, only 13 slats arrived for both top and bottom. The 4 slats which are missing off both top and bottom are actually screw ones which are meant to make the bed more sturdy. Rubbish”

Helpful Report

Posted 5 years ago

“What an absolutely rubbish website I was trying to look at wardrobe sections for a built in wardrobe. It kept asking me for email address to access special orders, if I didn't fill it in it left the part I wanted to be in and if I filled it in a few seconds later it appeared again so I couldn't browse the area I wanted. How does Wayfair get any sales? I tried to go to contact but it would appear you could only phone and I don't want to be left just hanging on for ages.”

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Posted 5 years ago

“Bad service...never again!”

Helpful Report

Posted 5 years ago

“Ordered Mirror 6th Dec 2019 as a Christmas present, it still hasn't arrived. Apparently it is being shipped and due end of Jan, they didn't tell me that when I ordered it & declared 2 mirrors were in stock. Tried cancelling the order and retrieving a refund but Wayfair are refusing. Apparently I have to wait for the item to arrive, possibly end of Jan, but who knows, refuse delivery or return and then claim the refund. Such a medieval process. Email responses are badly written and don't tackle the problem, just a generated response and keep telling me the mirror has been shipped, which it hasn't. So you pay money up front for an item that may or may not arrive, bonkers ! Won't be using ever again. Avoid at all costs, massive con”

Helpful Report

Posted 5 years ago

“Would give no stars if I could. Received cushion covers today - the seem has a 6cm split, but I find Wayfair will refund purchase price less return postage costs! Why should I have to pay the cost of returning a faulty, poor quality product not fit for purpose? Can’t be bothered- going in the bin!”

Helpful Report

Posted 5 years ago

“I placed an online order with Wayfair on a Friday evening. Within the hour I had changed my mind and submitted a cancellation request. The next Sunday (not a business day when they were open) I received an email saying that my order could not be cancelled because it was being custom made (?) but I was welcome to return it at my own shipping expense. I called the next day and was told that it was considered “custom” because I had the ability to select from one of three pre-made sizes? I was also told that the size I had ordered was out of stock and so maybe could still be cancelled, and the representative put me on hold to contact the distributor. She came back to say that the company’s phone lines were down, which probably meant their internet was down - which meant that Wayfair would have to wait to hear from them and perhaps they wouldn’t have shipped the order at that point. I told her that something seemed off about any company not having functional lines of communication. She told me that Amazon had a seller whose communications went down recently. I asked her which one and she said she didn’t know. When I asked again she proceeded to let me know she was checking her personal email - because she was referring to an item she had ordered for personal use, which she identified as a “charger or something.” She identified the seller for the item I ordered/cancelled as Westford Homes, which was not identified with the item online on Wayfair’s site and which turns up no immediate record in a web search. Also apparently they ship via FedEx but no method of shipping was identified when I ordered. This may have been in part because their website froze while my transaction was processing and I never got a confirmation screen. I was told via phone that the order could still be cancelled if the distributor got the notification in time - even though after sending a timely request, I was already told that such a cancellation was impossible for an apparently out of stock item. I was told that in another 24 hours I would receive a second email verdict when they hear from the company, but they are not sure if that will happen since phone/email is down. This is a to be continued situation, but everything about the way this company conducts itself feels unprofessional. I wish I had read other online reviews before ever engaging with this business and its questionable practices.”

Helpful Report

Posted 5 years ago

“First and LAST time I will use this company!!!!!! Ordered t.v. unit on the 6th December with a 2 day delivery date....3 days later they emailed to schedule delivery to 23rd December, I called them to say I wasn't happy they told me the order had left warehouse in Italy, 2 calls later (pathetic customer service) I have an email to say delivery 9th January. I have just tracked my order today 6th January to see the distribution company still awaiting stock. Very misleading company regarding delivery dates online. Now I could have ordered a unit in the January sales and had it here by now from a reputable company but they still have my money a full 4 weeks later with no unit. I am absolutely disgusted with this company, they will be hearing from me today...again!!!”

Helpful Report

Posted 5 years ago

“Absolutely terrible service which resulted in a cancelled order. Will never use again. Ordered a Sofa in November from Wayfair rather than waiting around to find one I liked second hand due to what I thought would be ease and speed. Delivery was booked in for over a week later on Saturday 7th December. I got a confirmation text the day before on the 6th to say it would be delivered - all good. I then got a text on the day to say the driver was running 150 minutes behind - ok, these things happen, so I continued to wait in all day.... I then got a further text saying it "has not reached the depot in time for delivery. We'll call to rebook". Extremely annoying as I'd set the day aside and waited in all day! I called Wayfair on the Monday who apologised, and they said they would investigate and chase up with the delivery company. I gave them a date which I could do a few days later to pass on to them. I then waited a week with no further contact from them and this date passed........ As a week had gone by and they hadn't "called to rebook" as stated. I called again and said it will now have to be first week of January delivery as I was away with family for Christmas and work full time (was now mid-December) to be told that they only hold things for 5 days!! Obviously, they had already had the item more than 5 days and was 100% their fault they had it - I'd been trying to get it delivered! I was assured on the phone by Wayfair they would book it in for Saturday 4th January and any issues would give me a call. Christmas came and went with no contact (running theme here...) and I had no confirmation text the day before. Therefore on the morning of 4th, which again I'd set aside to wait in for the delivery I called Wayfair. I was then told the sofa I had ordered in November (when a considerable amount of money left my bank account!) had been sent back to the Wayfair warehouse as they were unable to hold it!!!!! To rub salt in the wound I was then informed the next available date to fulfil the order would be end of January. In summary I have been totally messed around by Wayfair with no contact and who left me with little choice but to cancel the order and as a result I am a couple of months into living in my new flat and I am still without a sofa all thanks to Wayfair and I am now having to go elsewhere. When I requested a refund, they actually had the audacity to ask if I wanted that as store credit. From my experience I must advice all others to go elsewhere.”

Helpful Report

Posted 5 years ago

“Delivery not honoured on the day it was due Turns out they do not carry stock and has to be collected from other supplier Poor - will never use again”

Helpful Report

Posted 5 years ago

“Wayfair is terrible. They do not honor posted prices and just cancel your order. At least walmart honors their posted prices!!! And I am NOT a walmart fan!! Then they fall back on their "policies" that are only there to protect them from false advertising charges!!”

Helpful Report

Posted 5 years ago

“I ordered a large Chester Draw set with the knowledge that the package was next day delivery as it had stated that on the website and in the order confirmation email. So I spent the next day indoors waiting for my parcel and it didn’t arrive not only did it not arrive that day but it didn’t arrive the next two after that. When I called customer services she asked if I received a notification that it was delayed I stated clearly not or I wouldn’t have changed my schedule for the last three days. She then said she was sorry but next day is only and estimation so she can’t tell me when it will come. I then asked to cancel the order and was told I’d have to pay to cancel it even though this was due to their incompetent delivery system. She apologised and said she would monitor the situation as if that helps anyway. I will never shop with them again.”

Helpful Report

Posted 5 years ago

“Terrible delivery service. But despite this ive given a 2 because the communications were good and we got a full refund. Our first parcel arrived on time and no hitches. Had another parcel come totally damaged and was obviously opened and sent back before. Actually looked like it had been dropped from a high rise. So needless to say the drawers were damaged. The 3 items we ordered didn't come together and had 3 different dates to be in. But worse than that there was no information on the outside or inside of packaging. We sent the damaged drawers back and was then sent a random box of wood. Which turned out to be the casing to the drawers we had sent back but no drawers. We ordered a replacement but got the wrong order. It was a total shambles. We decided to get a refund and asked for the random deliveries to be picked up. They didn't pick it all up and we ended up ditching a box of wood ourselves. We were glad in the end as the furniture did look poor quality. We then decided to order from Ikea.....omg totally different experience. They have their own delivery service....very quick and efficient. So moral is GO TO IKEA!”

Helpful Report

Posted 5 years ago

“If I could give zero I would! Absolutely disgusting customer service, i used the app and an item was no longer available but they managed to charge me £221 out of my bank account and the order didn’t process. I then had to email them, and explain everything. I then got several messages back saying different information, and basically they tried to shift the issue around and not refund me. Only after stating I would take legal action I got refunded. I had to show numerous screenshots and it was just a super bad experience especially over the Christmas holiday period. They also didn’t apologise which was VERY RUDE. Bottom line: ABSOLUTELY AWFUL EXPERIENCE! UNTRUSTWORTHY!”

Helpful Report

Posted 5 years ago

“We ordered a pool/ping pong/air hockey table from Wayfair for Christmas. We planned ahead and scheduled delivery for December 23rd so that we could surprise our kids. When the delivery came, it was damaged so we immediately called Wayfair. They suggested we take the damaged one so that our children would have a Christmas present and that they would send us a new one and switch it out after Christmas. Great idea...so we communicated that to the delivery people, but they said they needed to get that information from Wayfair before they could bring it in the house. Brandi, with customer service said that she would call the driver and inform him of the plan. A few minutes later the delivery truck drove away. I have been talking and on hold with Wayfair representatives all day. Some have told me they will try and deliver it, others have said it is now impossible. With the late hour, it will not be delivered and therefore my children’s Christmas will be ruined. Due to the high cost, that is the only present they were to get this year. Because of this experience, my evaluation is that Wayfair customer service is horrible and I will never shop there again! Since Wayfair cannot control what their delivery drivers do, don’t purchase from them and save yourself the hassle.”

Helpful Report

Posted 5 years ago

“Terrible customer service. Don't know how they are still around with the shocking customer service. If goods are faulty and you received a discount voucher, don't expect a refund. They just use your discount voucher.”

Helpful Report

Posted 5 years ago

“I ordered the Euhomy Countertop 40lb Daily Production Ice Maker on 12/13/19. After ordering it was going to be possibly 2 to 3 weeks before shipping. But I received an email with good news, it would be arriving sooner. I received the product 12/20/19 and I love it! Works just as stated and our family will really use it during the upcoming spring and summer months while camping and fishing. Thanks Wayfair!”

Helpful Report

Posted 5 years ago

“Michigan buyers of Large items, BEWARE!!! Wayfair uses a company by the name of JW Logistics, they are the worse company I’ve EVER dealt with. We waited a couple months to take advantage of Black Friday sales & bought a 14’ long shuffleboard table. Were told that it would be delivered in ~ 2 weeks. For the last 8 days, I’ve been Jacked around for delivery. Both times, I get a text message stating “Your item didn’t make the truck and won’t be delivered today. We are unable to locate your item.” So let me get this straight, you lost a HUGE 3’x 14’ item? TWICE!?!?!? Wayfair was nice e ought to credit 10% for the inconvenience the first time. Now I’m just fed up and have asked for a full refund. So there goes the Black Friday savings and the 10% credit!! I refuse to buy from Wayfair anymore until they partner with a more reputable delivery company!”

Helpful Report

Posted 5 years ago

“Terrible service, ordered a wardrobe but was informed by couriers that product was damaged and they could not deliver. I therefore expected my card to be refunded as we said we no longer wanted the product (this was the second wardrobe which we had ordered which had serious damage). However when I chased up my refund I was informed that my order had been marked as delivered and I'm currently still waiting for an update whist they try to track down the wardrobe before they will issue my refund.”

Helpful Report

Posted 5 years ago

“I will never buy from them again ! I bought a digger bed and gave them clear instructions to leave with my neighbours but it was never delivered, sons Christmas present will now not arrive till feb because the item has gone, when asked for my refund I have to wait another week for that and then re order what a joke !”

Helpful Report

Posted 5 years ago

“I never shopped with them! Only because , Always when I tried to find something it will take me to back page. after several times, I have give up! Hope they will Change one day, they website and will make it easier for as a simple People 🙃”

Helpful Report

Posted 5 years ago

Wayfair is rated 1.5 based on 2,299 reviews