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

“Received the wrong sized picture frame I didn't receive a email informing me when the item would arrive. After a call to wayfair they claimed they didn't have my email address. I have found it impossible to return the item. I phoned and was told to return it to cost cutter 1.9 miles away from me. I took it there and was told by the propiter they didn't deal with wayfair parcels.... lesson learnt I will never order anything from Wayfair again !!!!!!!!!!😡”

Helpful Report

Posted 6 years ago

“Purchased a summer house in November 2018 , when it arrived it was damaged and very wet .I contacted and informed and they said that if it could be repaired go-ahead would not affect warranty , contacted Wayfair in April 2019 and sent in photos showing summer house falling apart and splitting was offered at the time a credit of 300-00 and parts supplied to replace damaged sections. I used the credit still with them as I thought they had been very fair. Today I found out that they had cancelled all replacement parts required , when I rang they said because I had received the credit I wasn't entitled to the parts due to the Supplier Mercier Product stating that the fact the summer house had been repaired my warranty was void . It was Wayfair whom asked us to do it if we were happy to go ahead, the section repaired had nothing to do with the doors and s section splitting and missing handles I will never buy from this company again, instead of one person trying to sort I must have had 8 persons no wander no one knows what the others have said , did ask them to listen to their recordings as everyone is recorded as informed at the start of the phone call and I never got an answer.”

Helpful Report

Posted 6 years ago

“We ordered the Dredgers TV stand in black, item that arrived was white. Upon contacting Wayfair via the app we were offered a partial refund. Absolutely no chance we were accepting that for their mistake. I called their support team and was assured the problem would be resolved and a new unit sent out. I was also told that a manager of the warehouse staff would personally go inspect my item to ensure it is the right one, and call me when they are with the item to advise the next steps. There would be a delay on my order because of this manual step, but I was willing to accept a delay to ensure the correct product is sent. With no warning and no phone call as promised, I received a text from DPD to say my order was coming today. I shrugged off the lack of phone call and awaited my TV stand in the correct colour. Exactly the same story as before, it arrived, and it was white. They offered partial refund. They told me it should never have happened. They told me someone would call me. They told me this one would be correct. And they was right... their third attempt was the correct colour, but it was scraped, scuffed and unusable. Specifically, the top of the TV cabinet and the two side panels were badly damaged. After another tiring phone call I compromised and asked that they send out another top rather than a full unit. I don't know why I have accepted 2 damaged side panels, but they can be hidden, though that isn't the point and not my problem as the customer. Pretty sure some consumer rights have been violated somewhere down the line. Anyway, I would never recommend, and I would never use Wayfair again. Very disappointed, and the only reason this is 2 stars and instead of 1 is because quite frankly I feel sorry for the staff having to deal with bad feedback and complaints of which they must get many.”

Helpful Report

Posted 6 years ago

“Shockingly inefficient Ordered 4 items to be told they would be delivered on 3 seperate ESTIMATED days to an empty rental property. Not acceptable I cant sit in an empty property for 3 estimated days.”

Helpful Report

Posted 6 years ago

“Very poor Description almost never match their actual product”

Helpful Report

Posted 6 years ago

“Paid a very high price for basically a PLASTIC planter and it didn’t fit together and I actually paid over $400 for four plastic planters that I could have gotten for $20 bucks each if Walmart had them you get sucked in and I’m gullible anyway no more wayfair games for me I’m done now hopefully THIS review won’t send me a BUNCH”

Helpful Report

Posted 6 years ago

“Purchased 2 duvet sets ...both nothing like colours advertised ....thought I was buying 144 Thread count cotton...when it came 50% polyester 50% cotton...sent these back ...costing me £10 in postage ...what a cheek...would never buy from these again ....no stars at all”

Helpful Report

Posted 6 years ago

“Ordered a bed- got a text saying it will come that day, with a time slot. The bed never came. Called customer service- no help. No one could tell me where my order was and the tracking did not make sense. 2 DAYS LATER- the bed comes. MISSING THE HEAD BOARD. Absolutely fuming as my partner had to wait in for 3 days straight in case it came, DO NOT ORDER FROM HERE!”

Helpful Report

Posted 6 years ago

“I’ve ordered sideboard on 22/05 delivered on 24/05, delivery was not completed, one box with fronts where missing. Wayfair customer service informed me that missing parts will be sent but estimate delivery is 13/06, 20 days later than it should be delivered! And I am still waiting with partly fixed side board in my living room. I was informed that ‘We have a large number of warehouses and unfortunately cannot get products or parts issued out faster than what the warehouse estimates. Your parts will defiantly ship in the next 2 weeks’ For some reason they call it ‘replacement parts’ but this is not replacement if it was never delivered.”

Helpful Report

Posted 6 years ago

“Terrible Delivery service my order has been delivered in dribs and Drabs and is still not complete. Boxes damaged. I have requested a refund and will not order from them again.”

Helpful Report

Posted 6 years ago

“I wish I had read the reviews before purchasing from wayfair regarding delivery. Ordered a tv unit 1 of 3 boxes arrived...to cut a long story short 2 of 3 boxes had now arrived, delivery is in dribs and Drabs and without warning... still waiting on the third box. Boxes all roughed up like they have been handled with no care at all some are ripped at the edges. Decided to ask for a refund which I hope they will process quickly. They are a joke. Save yourself the stress and order elsewhere. The Only Positive is the staff on the Phone are Polite and apologetic.”

Helpful Report

Posted 6 years ago

“Order should have arrived 10days ago.... Still looking into it.... Meanwhile we have no mattress..... Will not recommend to anyone.... In fact will actively discourage work colleagues and friends”

Helpful Report

Posted 6 years ago

“I purchased a wicker laundry basket. It was of inferior quality do returned it and cost me £4.99 to do this. Wayfair refused to refund me my postage. Won't use Wayfair again.”

Helpful Report

Posted 6 years ago

“The items look nice but when you get them the parts don’t fit together on 2 occasions I have had parts that are either the wrong way round or holes drilled in the wrong place - when you call them they will give you a refund or exchange but they don’t apologise or offer any compensation for the time you have spent trying to put together something that’s impossible to do - steer clear from this company the furniture is mass produced cheaply and sold on for mass profit”

Helpful Report

Posted 6 years ago

“Ordered multiple items and most took alot longer than delivery date stated. Then one item arrived looked nothing like the original photo and company wouldn't help with the collection of a large item dispite my offering to pay for the costs. I was inundated with emails when items were delayed and the whole thing was a massive pain in the neck. Wouldn't recommend using them at all.”

Helpful Report

Posted 6 years ago

“I have made several purchases recently from Wayfair and have found that Wayfair have been unable to deliver some of the items we have ordered mainly due to the courier company Hermes who have returned the items to you without trying to deliver them first. I have contacted Wayfair customer service on 5 occasions and tried to get the items refunded, I have met with resistance to this and in my last phone call with a customer services manager whose name is ‘Ben’ I have been informed that he would not agree to refund me despite the items being returned to him over 10 days ago. He would not agree to speak to me as I had told him I was about to take legal action against Wayfair and he made no effort to reasonably resolve the issue. I am owed £22.98 for the order 2962149354. I have tried now on 5 occasions to get this money refunded and have failed. Ben and his colleague Connor have told me that I need to wait 5 days for this to be ‘processed’ and that they could not confirm to me that I would be refunded – I am not waiting a further 5 days for the refund as I see this as an unreasonable delay to an already delayed refund.”

Helpful Report

Posted 6 years ago

“terrible experience with Mayfair. Ordered curtain rails. was waiting for 40 days, and finally received an email of the cancellation of my order. I ordered the second one, delivered damaged and not the model I paid for. Totally different model. Some parts are missing. Customer service is unavailable second day Telefon number on the web site is also unavailable. online return form doesn't allow me to submit the form and saying" sorry we are not able to complete come back again soon" awful service. do not buy anything from this site!”

Helpful Report

Posted 6 years ago

“DHL is a horrible delivery service used by Wayfair. The heavy furniture I ordered was left outside (nowhere near my flat). I was in all day waiting for the driver. Had to lift the heavy furniture by myself as I live alone. They have no consideration for elderly, ill, pregnant customers or even average sized women like me. All customers are not strong men who can throw a bed and mattress over their head. I have hurt my arm and neck moving the furniture into my flat. Never ordering from wayfair again.”

Helpful Report

Posted 6 years ago

“Order lost by delivery company. It took me 4 days for the delivery company to admit the order was missing then I contacted Wayfair to get a solution. A next day delivery order is still not delivered after 10 days. Customer team is useless, delivery solutions team has another 5 days to "investigate" the issue and no way to contact them, company should send a replacement order and then deal with the delivery company but customer should receive their order ASAP. Worst service ever. I would never buy from them again. If the order goes smoothly it's fantastic, but any minimal issue turns into a nightmare.”

Helpful Report

Posted 6 years ago

“Did not receive the furniture we ordered. No correspondence to say why it couldn’t be delivered despite it being arranged on three separate occasions. Not received furniture or refund will never order from this company again. Service non existent and customer service terrible. Going to report to trading standards”

Helpful Report

Posted 6 years ago

Wayfair is rated 1.5 based on 2,303 reviews