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

“Ordered a new toilet for my bathroom the first one arrived smashed to pieces because they put all the pieces in the same box. Ordered a replacement one which also arrived smashed to pieces. Had to fight to get them both picked up and taken away. Which they did in the end.”

Helpful Report

Posted 6 years ago

“Wayfair is not forthcoming about their return policy. They charge you to return their products, even if what you received is not what you ordered. Be careful ordering from this company!”

Helpful Report

Posted 6 years ago

“I ordered a duvet cover and soap dish for the wall. First of all the duvet was not th eamke advertised on th ewebsite. It did not look like 400threda quality ie light. My fault, i dd not notice the product had a weave pattern and I wanted a plain design. Did not like the colour. Also found same make on amazon fo rless than wayfair. So i looked up the soap dish . This was also not the make listed on the website although looked good quality. However this again was a few pounds cheaper on amazon. Thought id return them both for £5.00 . However I could not see how to do this on line. Now having read reviews I see that is what they do. Imagine if the otder was small. In total mine was £50 so £10 to retrn two items is a rip off. Overall a rather shadey company - would never us ethem agin.”

Helpful Report

Posted 6 years ago

“My problem is unresolved at the moment. I ordered a Abernathy bedspread and I received a bead spread called 'Accent', which the customer services are the same. The photograph on the website does not resemble the product I have received. It is not just the difference in the colour but the pattern of the fabric. I have sent a photograph to the customer services who say it looks the same. I cannot believe that they cannot see the difference. They also say if I wish to return it I have to pay the return postage which I think is unfair, it was not the product advertised.”

Helpful Report

Posted 6 years ago

“My very first order from wayfair I ordered a king size bed spread but I basically paid 50 dollars for a sheet it was so thin and when I washed it it turned into a full size bedspread very disappointed”

Helpful Report

Posted 6 years ago

“refund policy is a con if you order more than one item you can't send them back except through them, i was told they go to separate warehouses but address labels have the same address. i could have sent the items as one parcel as they were small rugs. return terms and conditions do not state you have to use there labels and how much they charge. will not use again”

Helpful Report

Posted 6 years ago

“Like others below, my main problem with Wayfair is their delivery service. While I know this is outsourced to a different company, I think that if Wayfair chooses to work with this company then they are an extension of their brand. After my experience I would never shop with Wayfair again. I ordered a bed with them for my new house. I got an email to say the delivery would be made between Thursday and Monday. The problem was we weren't moving into our house until Saturday. So as it said to email the depot directly for any queries I emailed to let them know there would be no one there until Saturday. They emailed back to say delivery would be scheduled for Friday and if I wanted a Saturday delivery I needed to speak to Wayfair. I spoke to someone from Wayfair who told me they would try to get me a Saturday delivery, however on Friday I got an email from the delivery company to say they had attempted a delivery on Friday and no one had been home so I needed to rearrange. That seems like such a waste of time and money for them to have done that as they had spoken to me and knew no one lived at the address on Friday. I then arranged a re-delivery for the Monday and arranged to work from home to wait for the delivery. The driver turned up over an hour after the two hour time slot I had been given with no apology or explanation. I was on a conference call at the time as they weren't expected at that time so had to let him in and just ask him to leave the bed in the hallway. After my call I went out to look at the bed and realised not only was it the wrong size but it was completely the wrong bed. When I rang customer service they said that no one could come back on that day to pick it up and they couldn't collect on Saturdays. I told them I can't work from home again so now I am stuck with a bed in my house that they refuse to pick up. The service is ridiculous for people who work Monday to Friday and they are so inflexible considering it was their mistake. I will never use Wayfair again and most definitely will never use their courier Panther who are terrible.”

Helpful Report

Posted 6 years ago

“It’s not that my experience was bad. I see lots of pieces I would like to buy from your site but because I live in Northern Ireland the delivery charge for an item over 1m in length is £300!!!! So unfair!”

Helpful Report

Posted 6 years ago

“Buyers beware. The furniture might seem appealing enough to take the risk and buy but believe me, it's not worth it. I ordered two furniture pieces at the beginning of December which both got lost in the process. Now we could argue that it was the delivery companies fault, but Wayfair has signed up for the lowest levels of SLA's with them in the first place. Which means that the delivery, while tracked, have no customer services, delivers the worst quality or loses your parcel in the process. My parcels got lost in the process. Customer services are great, they remain patient and try to resolve the issues but there is only so much they can do with all the limitations of their company. So furniture got lost, they order a replacement which arrives 6 weeks later and totally damaged (every piece was chipped!!). So i requested a refund and return which is now again pending due to their inability to involve a decent company that takes care of the collection. They involved UPS which doesn't even give you a window as to when the collection takes place so they made me wait on the occasions at home, didn't even bother to ring the bell if they showed up at all. Appalling.”

Helpful Report

Posted 6 years ago

“I ordered 2 throws. They were very poor quality so I returned them. The cost to return was nearly £10 as I was charged for returning each throw! Three weeks after returning and I am still awaiting a refund! So I'm now over £40 out of pocket. I left a review on the website which was never published...I now waiting to hear back from customer service. This is the the first time I've used this company. Maybe I've been unlucky but I would never order from them again! Worse online company I've come across.”

Helpful Report

Posted 6 years ago

“This website is a joke! Buyer BEWARE!!! They offer free shipping and make it sound like your product will be on the way shortly however, you end up waiting and waiting. There is no communication as to when your product will ship and cancelling this online seems to get you no where as well. I ended up emailing the company to cancel this order. I am definitely not going to be ordering anything from this company and I recommend you DON'T as well.”

Helpful Report

Posted 6 years ago

“Dodgy comapny! I orderd over £70 worth of bedding all at once, Wayfair then decided to send each item in the post seperatley, now I have the items I have felt them and everything feels cheap, rough and it is scratchy material. I wanted to do a simple return but Wayfair have decided that I have to pay £4.99 to return EACH individual item! I explained that I am disabled and have no income and asked why I couldnt return it all toghther as the order was placed all at once and they just said its the returns policy to make the customer pay for returns. But to pay for each item is ridiculous, they have sent them all seperate so the customers has to return each item and pay for each item! Disgusting!”

Helpful Report

Posted 6 years ago

“Disappointing customer service - bought from them a few times before and lucky for us we liked the products. This time, the colour received was much much darker than the pic online and it's not my monitor as I shop online frequently without this issue. Customer service insists there is not a colour difference and that I have to pay returns postage. I don't mind doing this if the seller is not at fault but they are advertising falsely! (The product description is also 'light grey' but the rug I received was dark grey) Because they have refunded me for the rug (minus returns postage) I am not able to leave a review on their website, so some other poor soul will order what they think is a lovely pale grey rug and go through the same thing. Will not be buying from them again.”

Helpful Report

Posted 6 years ago

“Placed an order December 12. ALL items on my order arrived damaged. They made a mess of my living room, when they decided December 21, to leave an unpacked large table top on the floor, blocking a window. Then, they shipped ONLY part of the table base, and expected me to keep this mess in my living till January 27??? They send contradictory emails for pick-up scheduling and have NO idea what they are doing. Horrible company.”

Helpful Report

Posted 6 years ago

“I love the items I selected but it was costing £300 to deliver to Northern Ireland. That's extortionate.”

Helpful Report

Posted 6 years ago

“The first item was delivered damaged by DHL. The replacement was lost by DHL and Wayfair cannot replace until DHL investigate and that will take us to 7th January. I get inconvenienced for other people's mistakes. Not good enough. This is the second time Wayfair have screwed up. I will not use this company again. Dreadful service.”

Helpful Report

Posted 6 years ago

“I ordered from wayfair couple of times and it has been a complete disastser. Items are sent out broken and very poor quality. My boyfriend had to fix (glue and nail together) both peace’s of furniture. Never again would I ordered from them. No quality control on anything. Stay away.”

Helpful Report

Posted 6 years ago

“Most of the time you will find the same product elsewhere for way cheaper with better customer service.”

Helpful Report

Posted 6 years ago

“Awful service. Definitely would not recommend to anyone!!!!! Just had a 200lb vanity delivered into my living room and was ex pected to move this thing downstairs myself. The drivers they sent couldn’t speak English, so when I asked them about it they couldn’t answer my questions. When I called to complain to wayfair the guy told me there was nothing they could do. Even though the delivery I requested, specifically said outside!!! Completely useless service, avoid this app!!”

Helpful Report

Posted 6 years ago

“I have bought 3 sofas and 1 bed frame from here, all of which are terrible quality, cheaply made and are sinking after only a few months of use. One sofa has to be returned as it loooked nothing like the image, the colour and shape was completely different. One sofa started to poke it’s frame through after a few weeks which I had to request a refund for. The other two Items I have are just a waste of my money and space as they terribly uncomfortable. Very disappointed, it plain to see that they have the perfect picture which is then sent to China to be made for a look alike with cheaper fabrics and materials. I won’t be shopping with wayfair again.”

Helpful Report

Posted 6 years ago

Wayfair is rated 1.5 based on 2,302 reviews