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 ordered a top grain leather sofa from wayfair. They sent a sofa that looked identical to the one I ordered but it came from a different manufacturer and is faux leather, not the top grain leather I ordered. They then told me I had to package up the one they sent me and when it is picked up I will get my refund. The company had no intention of sending the order I placed. They went so far as to tag the box with the invoice for the sofa I ordered that clearly identified I was to receive a Garbutt top grain recliner sofa Item BM166036. Instead, Furniture of America item CM6193SF that is faux leather was sent and it had a hole on the side of it. Customer service never offered to correct the order, but handed me off to an agent that wanted me to look at Wayfairs premium furniture side of their business, Perigold Furniture. When I told him I was not going to buy something my call got dropped. When I called back I was told that Justin was on another line. After all of that I found that the delivery team damaged my front screen door.”

Helpful Report

Posted 6 years ago

“I did not get my delivery it came days early and the courier left it somewhere without my permission. I spoke to customer services who were rude and not helpful and now i cant get hold of anyone from the dispute department they dont get back in touch and no refund.”

Helpful Report

Posted 6 years ago

“i ordered a bed for my daughter who is starting uni.Got a delivery slot on Thursday but bed didn't turn up. No one rang me. I rang them the next day to be told it was lost. Then told they couldn't deliver till Monday. Was told I couldn't speak to manager till end of day as he was "so busy". Finally after 20 mins on phone, manager was found and he told me best he cld do was Sunday. Then on Friday we rang them to double check delivery address but out of the blue they told us it could be delivered in 10 mins. I ended up running to my daughter's flat-still no delivery. Another 2 hours wasted. Daughter still sleeping on floor. I rang them Sat to be told I'd get a call on Sat but no call came. Daughter rang to be told it will be delivered "some time next week but they couldn't say which day", she still on floor. Basically we drove 200 miles to set up my daughter in a new city and hours were wasted waiting around and on the phone just for the sake of a simple bed. We had a lot of other stuff to do too!! As a parent, I felt awful leaving my daughter without a bed. We had planned to help her assemble it but God knows where it is. This is a company that urgently needs to sort out communication between customer, call centre and delivery company. Meanwhile 1 customer is still on the floor.”

Helpful Report

Posted 6 years ago

“Sent for a picture expecting it to be ready to hang like the previous one we bought. turned out it was a print only requiring a frame. returned it as not what i wanted yet they kept 4.99 off my refund amount. No matter what their policy is, i regard this as fraud , will not use Wayfair ever again. Avoid them.”

Helpful Report

Posted 6 years ago

“(Some grammatical errors may be inside of this, but I just needed to rant) This was my first time using this company to buy furniture for my apartment for university and I’m really disappointed. I ordered a package (bed frame and box springs) earlier in the month just in case shipment may be late and so that I’ll have enough time to get settled into my dorm. The shipment was indeed late which I was prepared for, but when it was time for me to pick up my package it was not what I had ordered FAR FROM IT. I paid more than $300 for my bed frame and instead i was sent door curtains :(. On the package they had my name my address and the weight that the package should have been which was 77lbs. Now we all know that door curtains are probably way less than 77lbs. I feel like that’s such a huge mistake made and when I called customer service the only thing they could have done was to reship the product which was going to take too long and by the time they would have reached move in day would’ve been complete. The other option would have to be a refund so it took couple negation because knowing banks that would take at least 3-5 days to refund and we urgently need to get the bed. Yes the customer support worker tried to help by giving a 20% discount but how is that honestly going to help me the fact that y’all sent me a curtain for whole BED FRAME! Yes human error happens but when you run such a high end company THIS BIG MISTAKE shouldn’t even happen. ( bed pic is what I ordered other pics are what I received)”

Helpful Report

Posted 6 years ago

“The products are often good but they do not control the delivery process so it is random whether a good courier is used. Quality control is also lacking. I have had good experiences but most recently I have been waiting for an overdue piece of furniture and now just want to cancel the order and order from another company. However I can’t get through to customer service to cancel! best for small inexpensive items not furniture. They also bombard you with emails about new products .”

Helpful Report

Posted 6 years ago

“I applied for their credit card, and it was a huge mistake! I got an email instantly that my credit has been checked from credit Karma, but I didn't get the 40$ off that it is promised on their website. I asked them to cancel my application because I only applied for the offer for this purchase and they didn't accept. A very unacceptable and unhelpful customer service, which I never suggest anyone trust this service. I talked with the manager, and he didn't solve the problem or even try to solve it. The only response they gave is they can't proceed; this is not a company I can ever order from again or suggest anyone do so.”

Helpful Report

Posted 6 years ago

“Great products, great prices, appalling delivery service. Delivery was supposed to be Peterborough items delivered to Leicester!!! Will never shop with Wayfair again.”

Helpful Report

Posted 6 years ago

“Landon, case manager is the best. If i have 10 stars i would give him. We had a delay in delivery for our grey Island chairs, in Canada. When it was finally delivered, Landon made everything right for us. His excellent customer service was amazing!”

Helpful Report

Posted 6 years ago

“I ordered a memory foam 8" mattress, fedex left it in the driveway.(bad, bad move cannot see driveway from house)!!DUH. I opened the box as per instructions, left it alone for 48 hrs , and guess what????It's a 6" mattress....what is that all about? I'm really considering not using this company again...this is the fourth time fedex has left packages in my driveway. When I went to their website to check my order history...I never have ordered from them before???”

Helpful Report

Posted 6 years ago

“So.... latest review parcel That was allegedly too big and was waiting a special courier , I get told it would be delivered between 2 4 today when did it arrive? 11.42? Good job we were in or the whole thing would have started again courier just laughed wasn’t interested why can’t you deliver time stated?? Also feet legs on stool were damaged luckily hubby managed to sort rather than more hassle not at all impressed with the delivery service at all needs investigating and more care taken with items as this had clearly been thrown around like a football!!!”

Helpful Report

Posted 6 years ago

“First experience buying from you won’t be buying again delivery due today Friday 23 rd August! Waited in all day nothing! Seemed to be processing from 5 am 10 hrs later still processing! Rang Wayfair to be fair the guy was ok, but with the bank holiday looming and I’m away back end of next week, I’m now told by Hermes the parcel is not small and too big and gave wait for a specialist courier absolutely furious and will be demanding a refund if my item is not with me by Tuesday, rest assured first and last purchase!”

Helpful Report

Posted 6 years ago

“Awful waited 5 days gave up in the end and asked for s refund customer service are not able to track where the goods. Maybe l was repeatedly told oh tomorrow but the console table never arrived nobody knew where it was the drivers do not communicate with anyone I go to work so l was not able to wait or dash between work and home l was told and the tracking also confined everyday it would arrive it never did the depot is only 100miles from where l live l gave up in the end and now l am waiting for my refund omg crazy”

Helpful Report

Posted 6 years ago

“Very poor customer service. I ordered 2 sofas one month back. When they delivered the sofa, one of the sofas was of the wrong color. After 10 days of the complaint, when they come to replace the wrong sofa, the replacement was also of the wrong color. I don't know how many days they will take now. I also had a bad experience in the past as well. I purchased a divider and when it reached me, it was already damaged.”

Helpful Report

Posted 6 years ago

“Mattress arrived damaged. A replacement was sent and it too was damaged. The bedroom set I ordered was delayed on 5 occasions over a two month period. I finally cancelled it because it still had yet to be shipped. Their customer service is helpful mostly because I assume they have had plenty of practice. I have to admit there is truth in advertising. Wayfair does indeed have just what you need. That is because you can never get it.”

Helpful Report

Posted 6 years ago

“My experience has been abysmal. An item I ordered took over a month to arrive - this was after I chased it up and then decided to cancel the item. They then delivered it!! I arranged to return the item - and over a month later am still doing so. They promised to collect the item on a specific prearranged date and I took the day off work. No-one arrived. The item is too big to leave elsewhere. Now they have apologised and asked that I arrange another date. WAYFAIR IS TERRIBLE. DON'T ORDER FROM THIS SITE.”

Helpful Report

Posted 6 years ago

“The delivery service is shocking, this is now the 2nd time their delivery is not as promised. I understand that traffic can big a big factor but you don't receive further updates only that they are late. The 1st time I used them they were late and when the delivery eventually arrived 5 hours later then their confirmed time I only received half of my ordered goods. Due to losing a day pay again I will not use this company again”

Helpful Report

Posted 6 years ago

“This is the worse purchase experience ever. Quality - First of all, I ordered a set of matching Chair, sofa and 2 loveseats. 3 out of 4 had problems. One had marks on the seat. The seam of the sofa already torn apart after a regular use of 2 weeks. one leg of a chair just won't fit. Not the worse nightmare, I also ordered a sofa bed at the same time. The delivery company broke the walls and door frames of 2 doors and left without letting us know. Wayfair tried to contact them for insurance coverage. But never get this resolved after 2 months already. Now they are telling me that there's nothing they can do about it and Wayfair is not responsible for the damage!! So, now we are stuck with the high damage at our cost with low quality furniture that we purchased. I don't recommend anyone to buy from them. It's very frustrating! That's not even the best word to describe the trouble.”

Helpful Report

Posted 6 years ago

“Delivered the wrong bed twice and only offered 10% off next purchase, embarrasing.”

Helpful Report

Posted 6 years ago

“Ordered a comforter that I saw on the website and it not what I saw when I got it. On the site it looked fluffy and dull and gorgeous but when I got it, I was scared to open it because the package was so small. I didn’t believe it was a comforter that I ordered. It was not the fluffy comforter I saw on the picture. I waited 48 hrs like the Ewp said to do. Got it on a Monday and Thursday it was still as flat. What I saw was not what I got. Very dissatisfied. Won’t be ordering bedding from there, especially if I have order what I see.”

Helpful Report

Posted 6 years ago

Wayfair is rated 1.5 based on 2,303 reviews