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

“I will NEVER purchase from Wayfair again! I bought a pouf that came smelling Musty and Moldy and when I requested the return due to their Quality issue - I have to pay shipping !!! Quality issues NOT the fault of the customers. You’ve Lost this Customer over $16 Wayfair.”

Helpful Report

Posted 1 year ago

“I ordered a white leather sectional. It was $3,200. I thought it could was a good price 4 real leather . It was a white glove delivery at no extra charge and free shipping saving me hundreds of $. The couch is amazing. Stunning and comfortable. I made the right decision and am loving it. Don't hesitate in this One.”

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Posted 1 year ago

“AWFUL CUSTOMER SERVICE. DAMAGED FURNITURE. NO REFUNDS”

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Posted 1 year ago

“Quick to take an order , but damaged products and delivery time is a REAL ISSUE...now they can't FIND the replacement item.. UNBELIEVEABLE!”

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Posted 1 year ago

“Wayfair is rude. Expensive furnitures are sent home as defective. But the return/replacement/refund is NOT allowed. I tried to leave comments with photos of defective items on Wayfair website, but the comments NEVER appear. The product rating of Wayfair showing on Wayfair website is 4-5 star.”

Helpful Report

Posted 1 year ago

“Appalling service - order arrived later than confirmed it would be. Return collection didnt happen as booked therefore refund for order is still on hold. Customer service non existent. Items are good value but courier & customer service really let the company down.”

Helpful Report

Posted 1 year ago

“Really bad customer service. Cost me £19.96 to return items. Advised to stay in all day ( which I did) they didn't turn up, no compensation as they don't do that and they' ll be in touch to advised another day for me to have to stay in! DO NOT USE!!”

Helpful Report

Posted 1 year ago

“Decent furniture - incompetent company. The furniture is decent, but the delivery and customer service is some of the worst I've ever experienced. The incompetence is just... through the roof. I ordered a couch from them, which should have been in two boxes (Box 1/2 and Box 2/2). They sent me Box 1/2 three times. When I realised this and asked them to pick up the extra boxes and send me the parts I needed, they sent someone to pick up the extra boxes and... radio silence. I reached out again, to much confusion, and then again. Finally, they told me they were out of stock. Oops. I emailled back to try to figure out how we would resolve this - should I choose another couch? And then, as if by magic, they sent the couch again. The whole couch. Both boxes. Box 1/2 and Box 2/2. I fished out the two pieces they actually needed to send me, and I asked them to come pick up the extra pieces. They said: yes, we're coming to pick up your memory foam mattress. What? What memory foam mattress? Four emails later, they're still confused, and I'm still saddled with massive boxes while I wait for them to come back for a third time. I then caught them on the WA to figure it out, and the customer service rep told me there was no such order and thus they couldn't do anything. They also refused to escalate it to a manager. They did, however, refund me... for a different item, which was much much cheaper. Well. I guess I'll use the random (much cheaper) refund to get someone to pick this up and dispose of it. (By the way, a second delivery didn't arrive and needed to be chased multiple times, but they did at least send the correct thing.) I'm beginning to think they're using faulty AI, because no way could thinking people find this so difficult to resolve. I strongly suggest not shopping with Wayfair. You might get decent furniture, but you'll also get a headache for it.”

Helpful Report

Posted 1 year ago

“I contacted Wayfair via their live chat on 6/30/24. I advised the agent that I had been scammed using the company’s website and products/logo. The agent said sorry and asked if she can help me with some of their products. The agent did not ask any questions. When I pointed out that no questions were asked, she told me I could tell her the situation. Wayfair site is not trustable, agents do not care and I will not go there again. Buyer beware!”

Helpful Report

Posted 1 year ago

“DO NOT USE WAYFAIR! The star rating on their website are fake. The sales team and customer services are unfriendly and unhelpful. Also if you make the mistake to save your card details on their app, they can go ahead and place an order for you without your consent! This is the first time I was going to order from Wayfair.co.uk and I had a discount code as a first time buyer. However, I noticed that the price for items tend to fluctuate alot on their website. The desks I wanted to order had gone up in price over night, therefore I decided to call their sale line to speak to someone. This is when the nightmare of placing an order with Wayfair.co.uk started. I called their sales number and explained the cost of the desks had gone up and needed some help as the app was still showing the correct price but when I tried to pay the cost was changing in the basket. The sale lady reassuring told me that she can place the order for me over the phone. We discussed everything including the price and I gave her the discount I had. But when she placed the order she told me the total cost and it was the new increased price! So I explained to her again that the purpose of my phone call was to get my order completed at the correct cost as per what was still in my basket and she said that she can't do anything about that as the prices change on Wayfair! I, therefore told her that I was not happy to place the order at the increased price as it was ethically incorrect! She couldn't cancel the order and transferred me to customer services without any explanation! So once again I had to explain the full situation to customer services again. They went ahead and cancelled my order luckily without too much hassle. After all that, and naively with faith in the modern day customer services, today I tried to place the order once again. Ofcourse, my discount code would not work so I tried to simply call Wayfair and hoped it would be corrected but instead I was accused of lying and the phone was disconnected on me 3 times by 3 different customer services/sales reps! It was shocking. They are willing to lose a £850 sale for the sake of not giving me my first time customer £15 discount! I will certainly not be spending any of my money or time with this company anymore! My advice is that you shouldn't either!”

Helpful Report

Posted 1 year ago

“Worst shopping experience in my 42 years of life. Ordered this set of chairs along with a patio table and benches, and a couple days later saw they were listed as out for delivery in California... problem is they're supposed to come to Wisconsin. So I started a chat with Wayfair to let them know something appears wrong. My patio set is out for delivery here in Wisconsin but these chairs are out for delivery in California. It's fine I'm told, they're on their way. Hours later I get my patio set, then get confirmation my chairs were delivered too, with a picture of someone else's house proving it. I reopen a chat and this rep tells me they were delivered to the address on my order, so Wayfair doesn't have to do anything to fix it, they don't have to refund or replace them. Completely unprompted this rep told effectively said whatever, you deal with it, Wayfair doesn't care. I will have to retrieve them myself... in California, from Wisconsin. Of course, I have my order info showing the actual correct address in Wisconsin, where the rest of the order was delivered fine. Had the rep made even the slightest effort to see what happened it'd be clear this was their mistake. End chat because I have a short webchat for work, in customer service myself where this kind of behavior would earn a chat with the company president. After work, reopen chat to get something figured out. New rep, trying to be helpful and doesn't see this as my mistake, but they can't do anything for three days. So the chairs I ordered are confirmed delivered in the wrong state, I was initially treated like my business didn't matter and Wayfair didn't care about fixing this, and ultimately I'll just have to wait a week after ordering before they'll attempt to make things right. This has been a truly terrible experience that could have and should have easily been fixed after I told Wayfair early on that something didn't appear right and they might have fixed it to prevent the mistake, or when I told them things were delivered in the wrong state, or when I once again tried getting help with what I ordered. Zero star experience. Will absolutely recommend everyone I know avoid Wayfair, shop absolutely anywhere else. Fully intend to post this review all over, to hopefully prevent anyone else from the same terrible service.”

Helpful Report

Posted 1 year ago

“"The customer has ended this conversation." I was shipped faulty goods which were not possible to assemble. I attempted to speak to customer service about the issue and ask for a refund and they could come to collect the item. They simply said drowned out the chat by saying: "The customer has ended this conversation." "The customer has ended this conversation." "The customer has ended this conversation." "The customer has ended this conversation." "The customer has ended this conversation." It was "Kimberly" who was the agent. Really disgraceful behaviour, they have shipped faulty goods and expect customers to simply put up with it.”

Helpful Report

Posted 1 year ago

“Wayfair has tried to charge unauthorized charges to my credit cards to cards on file. This has happen three different occasions. This last time was months after a purchase. I’m done with this company. Watch your cards carefully.”

Helpful Report

Posted 1 year ago

“Have ordered quite a few items with Wayfair. Unfortunately, I've had to return two items, and I really dislike the return shipping fees! Will not be using in the future.”

Helpful Report

Posted 1 year ago

“I have a business account, I am a general contractor, and for my jobs I buy here, or rather I bought, if you have a business it should be easy to return items that for some reason do not work for you. In my case I bought a cooktop for a client, the size is larger than what it is supposed to be, in conclusion it does not fit in the kitchen, it is new, how is it possible that they will not accept your return. I will never shop here again!!!!!”

Helpful Report

Posted 1 year ago

“I placed an order on 29th May 2024 for dining chairs because it was showing in stock and estimated delivery on 7th June 2024. I checked online today 6th June 2024 for tracking or estimated time for tomorrow, it was now showing estimated delivery on 26th June 2024!! I didn't receive email about the change in order status! So I tried to contact them on online website chat, which still says "Unfortunately your item has been delayed. Your new estimated delivery date is now June 7, 2024. We'll send an update as soon as your item is on its way so you have the most accurate delivery estimate possible." I had no option but to cancel the order as it will be just too late for me to accept the delivery that late! Shockingly, if I go on Wayfair website and look for the same chairs, it is saying estimated delivery of 11th June 2024!! It appears Wayfair is misleading their customers for showing estimated delivery as early as possible, get money first then deliver the stock as and when they want to! When I reported to WhatsApp chat, the customer service "copy & paste" default answer as below: I will make sure our website is updated asap. We are a dropship company and we do work with third party warehouses. We rely on them to ensure that all stock levels shown on site are accurate and up to date. They are supposed to update their inventory levels every 24 hours and I am sorry that this has not happened in this case and you have been left disappointed. Please be advised that when these instances occur they are made a note of and reviewed".”

Helpful Report

Posted 1 year ago

“Usually I am a big fan of Wayfair- 5 stars but this makes me rethink buying from them. At least don’t bother buying their warranty. Update - Wayfair isn’t responsible for a split system air conditioner I purchase 2022, I purchased the warranty through them for 5 years- parts, labor, full coverage. Year 2 AC stops working. Call Wayfair- then turn me over to insurance co. Send out people to repair. 3 weeks in, they say can’t repair/will replace? Insurance company said it’s too costly to fix- send a check for unit. Now I have $ to purchase a new unit””” but how about $2,000. To install. The insurance company said it wasn’t worth it to them to repair or replace so here’s the money for unit only. How about the money for the left over 3 years of warranty? How about the 2,000. For install. Both Wayfair and their insurance company won’t do a thing. BUYER BEWARE! Forget the insurance don’t spend the $.”

Helpful Report

Posted 1 year ago

“I ordered A Shower Door Unit on 1/31/24. It is 5/23/24 and I still do not have one of the doors!! Here's how it is going: Broken Once - Lost in Transit Twice - Out of Stock Twice!!! If I could leave a blank space by the stars, I would!!! Pic attached of the delivery that was missing one of the doors!! (Sorry, won't let me attach the pics of my rain soaked partial delivery!!!)”

Helpful Report

Posted 1 year ago

“terrible customer service . ordered two loungers, one arrived, have been phoning / emailing /texting but no one will say when - or indeed if - they can send out the other one order number 4241746574.”

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Posted 1 year ago

“Paid for goods weeks ago and noone can confirm when they are arriving. Poor customer service, with noone who can give any answers. Never again”

Helpful Report

Posted 1 year ago

Wayfair is rated 1.5 based on 2,303 reviews