Wayfair Reviews

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

1.5 Rating 2,303 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,303 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

“Avoid this company !!!!! Ordered a dining table set , the day before delivery they canceled the order and said that the item is out of stock . Ordered another table the delivery was delayed and came everything damaged!!! Again Ordered a shelfs and all 4 shelf came damaged. Very poor company.”

Wayfair 1 star review on 18th November 2022

Helpful Report

Posted 2 years ago

“We ordered recliners and other items from wayfair, we are very pleased with the quality and the service,of the company I would recommend wayfair to anyone. The delivery people were extremely helpful and polite. Thank you Wayfair, happy customers Pam and Liane. West Midlands.”

Helpful Report

Posted 2 years ago

“To whom it may concern: I order a fairly large item that requires special delivery on 11/04. Upon checkout, Wayfair offered the option of deliver inside your home or left outside. I choose an inside deliver and purchased installation services from their vendoe partner, Handy. They gave an arrival date of 11/11 and scheduled an installation date on 11/12 at 1pm. I did NOT receive any correspondence/ forms of communication(email, text, call, etc.) from Wayfair that my order is delayed until 11/17. Had I not inquired on today, I would have been just sitting here waiting for the special delivery. How rude! I took time off from work to be present because you can't make an "inside the home" delivery unless someone is home correct? Wayfair's response was that I should have checked their system for updates and that they do NOT send notifications if the shipment is delayed. Nor did they notify their installation partners to cancel or reschedule the date. They said its the customers responsibility to check their system! This is extremely poor customer service in my opinion. I called and spoke Casey and due to resolve with the first line customer service department, I then asked for a supervisors. I spoke with Megan(ID# 276382). Megan was very "robotic" in her responses to me. She clearly doesn't know how to or care to exemplify good customer service to a customer that has a complaint. She doesn't have the conflict resolution skill set to be in management. I asked for some type of inconvenience compensation and they offered me a 10% coupon on my next purchase. Really? Why would I spend more money with a vendor that has clearly dropped the ball with this order and not willing to make some type of amendment other than to ask me to spend more money. What a joke! The item is now being sold for $20 cheaper than my purchase price. I asked if they would be willing to apply the $20 difference back as a credit for the lack of communication and inconvenience that they caused and they refused so I canceled the order entirely. I really wanted the item but I refuse to do business with a company that treats its customers this way! Why would I recommend Wayfair to anyone or utilize their services again? Their are other vendors out there that value their customers business! Wayfair comes across as a low regiment type of online vendor that tries to compete with major vendors but not on par with other online vendors customer service. Hopefully someone with authority and business acumen will contact me upon receipt of this complaint to offer a resolution. Disappointed-”

Helpful Report

Posted 2 years ago

“Avoid!!! Avoid!! They are the worst at returns - it is three tries at collection for a return otherwise it is written off. They did not even try to come twice so I now have to try an alternative method of returning my parcel. Taken the day off work to wait in for a collection as well for no one to come - TWICE! I am so angry and disappointed with this truly terrible service - do not shop here - overpriced for what it is and the service they offer.”

Helpful Report

Posted 2 years ago

“I ordered a gaming chair from Wayfair. Paid almost $300 for the chair and when the chair got to my place it was missing a piece plus the chair didn’t look like the one they advertised online. I also paid for the assembly service as I am a petite woman and can’t assemble a big chair. When they finished assembling the chair the back of the chair didn’t align with the bottom plus it was missing on piece. I contacted Wayfair that told me they would refund me the money and if I didn’t hear from them in two weeks that I could donate the chair. 3 weeks have passed and I was going to take the chair to Goodwill but I decided to contact them another time to make sure. At this point they told me that I would have to return the chair, disassemble the chair and take the heavy chair to the post office in one week or they would charge me again for the money they had returned without never contacting me about. The lady called Kimberly apparently a manager even hanged the phone on me. I never experienced worse customer service in my life. Now I will have to pay someone to disassemble this chair and take to the post office for me. Wayfair used to be a good website as I purchased some furniture there in the past and they had great customer service but I won’t be purchasing nothing from this website ever again as they don’t sell what they advertise and could care less about their customers. I wanted to return the chair if they could come and take the chair apart for me the same way they put it together but they don’t care if you get stuck with a chair that is missing one piece plus doesnt look nothing like the chair they advertise on their website. I don’t trust this company anymore and I will make sure I spread the word around among my friends and customers.”

Helpful Report

Posted 2 years ago

“Wrong size light fixtures. Won't let me exchange them for smaller size. To return them is VERY EXPENSIVE.”

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Posted 2 years ago

“Wayfair is the worst company ever. Do Not use Wayfair. They are cheep but will never help you with returns or other issues. They will charge you for everything!!! Even if it’s their mistake!!!!! Horrible company. All they want is your money. Never!!!! Use Wayfair!!!!!!!!!!!!!!!!!!!!!”

Helpful Report

Posted 2 years ago

“I purchased a coffee table that cost over $450 and when it arrived I knew immediately it was going to be too large, hadn't even taken it out of the box and called to arrange a return. Wayfair would not allow me to exchange or return the table. They said it was a sale item, also comes from a supplier they said, they have no control over it. So, despite my pleading, they wouldn't credit or refund my purchase. So I have a $450 tabke that doesn't fit in my room and Wayfair told me to sell it on Facebook Marketplace.”

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Posted 2 years ago

“***BUYER BEWARE!!!! Bought what was supposed to be a down sofa ended up being chopped up old mattress with plastic. Called to have them send me proper material and they refused. Purchase from local retailers to ensure you're getting what you pay for. ***BUYER BEWARE****”

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Posted 2 years ago

“They patronise you because of they're own logistics team being incompetent. Somehow they make that your fault, even though you pay their wages... Absolutely disgusting company”

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Posted 2 years ago

“We bought a rabbit hutch. Delivery ok but the quality of the product is poor. We had to reinforce the lid, catches and redo the tray that was supposed to open. Would not buy from them again.”

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Posted 2 years ago

“I ordered a desk from wayfair and had the assembly package. They damaged the desk in 2 spots. I called wayfair they said I had to call the maker Bush so they transferred me. Bush said due to it was damage from assembly I would have to contact wayfair. I called wayfair again they said nothing they can do I have to call Handy for resolution. They completely ran me in circles with no resolution so far.”

Wayfair 1 star review on 25th October 2022

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Posted 2 years ago

“The package was delivered to the wrong address and Wayfair refused to do anything about it. Ended up with no bookshelf and no money. Horrible customer service.”

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Posted 2 years ago

“I moved my house recently and I purchased the TV Unit from Wayfair on 19th September.Estimated delivery date was giving as 14th October. However I have had e mail that the delivery will be no later than 19th. Today which is 20th I have received e mail that it says will be delivered 25th. Unprofessional and terrible. I feel like I have been scammed. Disgusting service. Be away from Wayfair !!!”

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Posted 2 years ago

“I ordered my bed on 10/10. The original delivery date was set for EOD 10/13. It changed that night to 10/14 and so I had to then update the delivery address which my bed still ended up being delivered to the old address which was a huge inconvenience considering I had to then rent a pickup truck to deliver my bed to the new address. On top of this, I paid for my bed to be assembled and the date and the time have been pushed now to 3 days out since I've had my bed delivered. I've had to sleep on the floor 3 nights in a row. I called customer service and all that happened was me receiving an apology for the inconvenience. My bed is still unassembled, in the middle of my bedroom. I can't even set up my office nor can I do my work which is causing me to have to use my PTO to make up for missed days. THIS HAS BEEN THE WORST EXPERIENCE EVER!!!!! This is 4 days now that I've had my bed and it still won't be assembled supposedly until 1pm today 10/17! This is so unacceptable! I dread the couch delivery I have coming this week that needs to be assembled. I’d rather just try to do it myself. And forget about being refunded for canceling the assembly service or getting a reimbursement of some sort. Never again will I ever order from this company.”

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Posted 2 years ago

“I received a very poor quality item from Wayfair Vancouver and have left a review with some photos attached. All the photos which were showing pilled paint and fallen apart pieces were hidden or removed by moderators. Wayfair turned out to be Wayunfair.”

Wayfair 1 star review on 16th October 2022

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Posted 2 years ago

“I ordered a desk first arrived broken the replacement then got lost in transit and wayfair won’t refund me. Every day I emailed for a update and was told it would be resolved by x date the date comes and passes and a new date is proposed all whilst not getting a refund even though the item has been lost by the courier l.”

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Posted 2 years ago

“Do Not Buy one thing from Wayfair the worst experience ever I ordered a 6 door wardrobe nearly three weeks ago. The day of delivery I was called 9 times from the courier asking me where I was how long was I going to be and making rude remarks to my husband when he called them to ask them to stop calling and that I was a few mins away only for them to cancel my order without my consent I contacted customer service straight away who said they will re schedule the delivery when it did arrive I ordered the assembly service only for the man to arrive 2 hrs earlier then the expected time and he told me 4 parts were missing and he would come back with all parts it is 7:32pm No handy man”

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Posted 2 years ago

“Terrible customer service and bad experience. Ordered a furniture set (wardrobe, desk, book shelve and small hanging shelve). One box was not delivered, after raising it to the customer service waited for over a month for the resolution. The missing parts delivery was cancelled and moved 3 or 4 times everytime stating that parts were not available but we ordered new ones? What? if they are not available where did you order? to produce them?? Asked for a refund - offered me only 35% - Computer says no - company policy we cannot offer more. 35% won't be enough even to buy a similar item on their website... and definitely from that set the warderobe is the largest item. They can send a refund only if I send the full order back, which is assembled... of course, because I will dissamble it and pack it for them to come and just pick it up! Just ridiculous. Never offered any solution, just selling air, promising smth they cannot deliver. Never again!”

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Posted 2 years ago

“Product, delivery and service , excellent.”

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Posted 2 years ago

Wayfair is rated 1.5 based on 2,303 reviews