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

“Terrible customer service. We ordered new sofas and they cancelled the delivery date three times. We cancelled the order in the end. Customer services representative couldn’t care less when we cancelled.”

Helpful Report

Posted 4 years ago

“Absolutely appalling service, will not be ordering from them again, promised delivery on two seperate ocassions, waiting in all day and still no goods despite taking money on order 3 weeks ago. Tracking says out for delivery but doesn't turn up, customer service no help at all. If you've got any sense you will not order from them, their online reviews are shocking.”

Helpful Report

Posted 4 years ago

“Worst buying experience ever.... placed an order through Barclays finance on 8th August with the estimated delivery on 13th and still haven’t heard from them.. contacted customers support and they are as clueless as I am... event they don’t know what’s going on... worst online shopping experience...”

Helpful Report

Posted 4 years ago

“Ordered a table which was a 2 consignment package. Only one package has been delivered and not entirely the company’s fault but feel more could be done to address the poor service they have signed up to with chosen courier and I’m doing all the leg wrk....Please do not use Hermes as a delivery option?!!”

Helpful Report

Posted 4 years ago

“This was my first & last time using Wayfair - dreadful customer services & I was passed from one person to another, with a different explanation each time! Wasted so much time trying to sort out a simple order..”

Helpful Report

Posted 4 years ago

“I bought a dresser, which was a matching piece to the rest of the furniture in a baby's room. It was purchased and delivered in May 2020. Unfortunately, one of the essential pieces was broken and Wayfair was contacted immediately. A replacement piece was ordered and was to arrive in a week. In 3 months time, I have contacted Wayfair on numerous occasions to get an update on the replacement piece. Each time I was told it was in the process of being shipped, but that the delay was due to the manufacturer. Today, I received an email indicating the order was cancelled all together and I am left with a dresser with a broken, major piece. I was provided with a refund; however, I am very upset in the way Wayfair handled the entire situation. They NEVER contacted me. It was always me contacting them to find out the status of my order and contacting them really doesn't resolve anything because the customer service representative has no authority or power to do anything for you. They basically take your request or complaint down and state they will pass this on to whoever is in charge. Their communication with customers is just awful.”

Helpful Report

Posted 4 years ago

“Bought a memory foam mattress from Wayfair but unfortunately it seemed to forget it was memory foam and collapsed in the centre. This mattress had only been slept on by a child. Unfortunately we were just passed the two year warranty and so Wayfair refused to do anything. Two years for a mattress is ridiculous, it was not fit for purpose. Wayfair response was woeful. I'd recommend buying from someone else.”

Helpful Report

Posted 4 years ago

“DO NOT BUY - You are just an Order Number We've had nothing but issues with Wayfair. After TWO MONTHS of our product (kitchen table) missing parts, Wayfair has not tried to expedite a remedy towards their mistake, providing "standard shipment" on an order they have botched several times. Wayfair's customer service = offering "free shipping" on a product that should have been delivered months ago. At this point, I will never order from Wayfair again and will spread the word of this poor experience. After several mistakes, Wayfair offers no phone call, NO APOLOGY, not even a code for a discount on a next purchase. Wayfair is TOO BIG TO CARE - which is the message I will be spreading. Wayfairs company culture is to treat customers as orders numbers. STAY AWAY! Companies are only as good as the solutions offer during a mistake, and Wayfair is TERRIBLE!”

Helpful Report

Posted 4 years ago

“I ordered 6 chairs last year that wait for about 2 month to arrive and the items don't look quite the same as the image although it is acceptable but I don't bother to return after waiting about 2 months to arrive. They has re-stock charge as well if I return items. Worse thing happen now is I don't know that they save my card details. Recently my wife browse through their site using my same email that were automatically connected to my account. Two days later when I see an email stated that the desk has been dispatched which is paid by my old card details and state delivery address to old address too. I contacted customer service ask them to cancel the order as I don't authorize the payment and the transaction is done at about 6:00am when i am still in bed. They asked me to accept the order first and then to return for a refund after postage and re-stocking charge. I insist not to take the order, since the address is wrong and it is large items that not easy to organise courier to return back and then also deduct money for re-stock. When I contact customer service at the first few email, There was one email reply from their customer service state they will refund me to my card in 3-5 working days. But then after a few hours, another email ask me to contact credit card to raise disputes if i want to get refund. It is a painful process of keep and dealing with this amount since they are making me a difficult way to claim this amount back. it is pain to contact credit card company about this fraud and wayfair also say as it is claimed to be fraud so money back does not apply too. So they got the £95.99 from my card and even thought I got nothing, I shall not get any money back as return and refund policy doesn't apply too. it has been really bad experience to deal with this company. Never let them store the card details on their system as they can easily take card payment.”

Helpful Report

Posted 4 years ago

“Ordered a queen bed on 8/4/2020, said it would be delivered on 8/6/2020. Everyday I get a new date to deliver. Should have just ordered it on Amazon when I ordered the mattress. Received the mattress, still no bed. Just a new date (3rd time the date was changed), still no bed.”

Helpful Report

Posted 4 years ago

“Ordered a fitted valance sheet and a fitted sheet arrived, completely different from the item picture. You need to print off a return label and I don't have a printer, so telephoned to ask what i should do. They advised me to go to the library (hello Covid) or a neighour, or they would charge me£9.99 to return it. The sheet was 15.99.! I will never deal with them again.”

Helpful Report

Posted 4 years ago

“Not great at all. Waited 3 month for a tv cabinet , kept giving me date after date as to when it would arrive. I cancelled my order as it was taking Far too long. I am now waiting for a refund which seems to be taking forever too. Awful”

Helpful Report

Posted 4 years ago

“Utterly shambolic and unprofessional. Promised a delivery date "BY" Monday 3rd...tehn another "delivery on 31st July"..great, I thought... waited all day..nothing arrived.. phoned Wayfair..ah, we can't find your item ( Massive Armchair ! ) ..it's stuck at the collection depot somewhere..our 'specialist delivery team' will chase it up. Heard nothing..called them again.." yes, it's being looked into..need to give us until the 6th before we can either refund or re-order it - ' at no extra cost to you ' " !!.. What !!WHY would there be any extra cost to me when you've lost the item !!....then said dont need to wait in all day, the courier ( XDP ) will text night before and give you a 2 hour time slot. this morning ( 4th ) ..at 11.02am.. got sms " we will deliver between 08.54 and 11.54 !! ..Now 1.54 and nothing... My first ever order with Wayfair..and it will be my last...Diabolical .”

Helpful Report

Posted 4 years ago

“Damaged items. Delayed delivery”

Helpful Report

Posted 4 years ago

“Delivery has not arrive yet post almost 3 months. The team refuses to refund my money until they can track the order( which is really non of my business after 3 months). You cant hold customers money like that!!!! Rediculious service. Mostly with their management of operating process but if you hold customers money, when you cant fulfil the order, THAT'S A SCAM!!”

Helpful Report

Posted 4 years ago

“Have not received my order. Many conversations had with a terrible customer service team that have promised delivery dates to be confirmed but that has been a lie.”

Helpful Report

Posted 4 years ago

“Ordered a rug, didn't arrive, contacted them so they sent out another rug 'apparently" which didn't arrive either, waited weeks, website is rubbish, wouldn't order from them again. Got a rug from amazon within a few days.”

Helpful Report

Posted 4 years ago

“Absolute joke If they offer a good will gester dont take it they take off the value of your order and my order coming from poland orderd in april Been told item in the uk and is not So if i cancel i loose £30 good will gesture. So im now stuck Can not talk to a manger always busy Never again”

Helpful Report

Posted 4 years ago

“3 seater sofa ordered. Other companies to choose from, but went with this company, as it was the quickest delivery time! HAHA, that's funny now! Ordered: 13 June- original delivery date: 10th July – the reason we ordered this one Delayed to: Delayed a month to 10th Aug THEN delayed again to 13th AUG Then delayed again until 18th AUG NOW delayed until 4th SEPT!! They’ve had £549 of our money since JUNE! Absolute joke of a company. Will not be ordering again!”

Helpful Report

Posted 4 years ago

“Still have not received a item I ordered in may , grey laundry basket , waited two months and never heard anything,”

Helpful Report

Posted 4 years ago

Wayfair is rated 1.5 based on 2,302 reviews