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

“Had the worst experience with this company and they totally wasted my time. My order for a dining table set was messed up, they couldn't deliver the item on the agreed date and that is after I paid additional money to get the item delivered. Their sales team / customer service Rep seems totally confused and were unable to help when they are called to explained the situation. After about a month of back and forth emails and calls without the item getting delivered, I gave up and requested for refund. Very awful experience, I won't be using them again!”

Helpful Report

Posted 9 years ago

“Just had a bed delivered. One delivery man,says he can only deliver to door.So now I have a double bed in front garden.Called Wayfair who said it was industry standard for one man to leave goods at front door.Nowhere on there web site does it mention this.I am APPALLED at this service.As a widow I have no idea at this moment how I'm getting bed inside.”

Helpful Report

Posted 9 years ago

“Shocking customer service . Will never use them again”

Helpful Report

Posted 9 years ago

“What a terrible experience. Ordered and paid for unit in Feb 2016. Goods not planned to delivery until April 2016. Received revised delivery dates twice. When I chased up delivery company was told they did not have goods. Wayfair tried to find goods and advised goods lost and could not be replaced as goods coming from Portugal. Imagine disappointment having waited all this time. We were offered a refund which we got. Then out of the blue the goods miraculously appeared and delivery was attempted with no word form Wayfair. We refused goods as we wanted nothing more to do with Wayfair. We asked for compensation as they had our money for 2 months and no goods, We were refused. NEVER AGAIN WITH WAYFAIR.”

Helpful Report

Posted 9 years ago

“The furniture looks amazing but the customer service is terrible. They tell you your order shipped using DX Freight and the order never turned up. It is now three days late. They lied and said delivery period is only an estimate. What exactly does Estimated Delivery: On or before 30 Mar, 2016 mean? To me it means that I will recieve an item on or before the date. Wayfair - please do not insult your customer's intelligence by telling them that this means that you could receive it with five days of the date - I know what the word Before means! I've had to chase Wayfair on a daily basis to obtain information - The service whilst very polite is just rubbish. After the 4th day of delay. I called Wayfair and asked for a refund. They sent me an email stating to securely package and send the item back to their warehouse in Swindon and they will give me my refund "as the warehouse verifies receipt of your returned goods, and send you an email confirming the credit has been issued to your account" I have not received the item so how are you going to verify that you have received the goods back and give me my refund! This is ridiculous! I will not be buying anything from Wayfair again!”

Helpful Report

Posted 9 years ago

“Tried to order on line but kept having problems so phone to make order only to find they wanted to charge me an extra £30 I told them I was sitting with items in my basket at price I was willing to pay I even took picture to prove the price when I asked to talk to manager they said he would phone back as I was waiting for phone call price in my basket just happened to change ,well they maybe don't need my £200 order but I'm sure other company will be happy with it WONT USE THIS COMPANY AGAIN”

Helpful Report

Posted 9 years ago

“Purchased on 14-03-2016 Failed to deliver by the worst courier I have experienced : XDP Express. 16th, 17th, 18th & 19th March. Tried to cancel order on the 18th but was convinced by M**t to stay in & it would definitely be delivered......all untrue of course. I'm 9 hrs of work out of pocket & £20 of fuel £140 down on the discount I had to give my Holiday renters for an incomplete furnished self catering property. Having to install a new table from another supplier whilst the client is in the property. The staff below failed to resolve : M****e G**n G*****y M**t R**y Compensation offered by the manager N**ke Z**er who on behalf of Wayfair, failed to call me back when requested = NOTHING ! Hour spent trying to resolve this with the above over 5 days = 5 hrs ! Wayfair are a dreadful company supported by even worse 3rd party courier. Before you get drawn in by price, ask yourself what it's going to cost you to use them ! Avoid.”

Helpful Report

Posted 9 years ago

“Ordered a wooden tv stand. Delivery company was supposed to contact me to let me know delivery slot - nothing - they just arrived. Cupboard was chipped on the top, but stained over the chip and the sides were two different colours. Arranged to have it collected - they didn't arrive. Phoned Wayfair who wasn't really interested but said that the company would contact me to arrange new collection day. They didn't I just had an email stating that they would be there that day. It took me 21 days exactly to get my refund, not sure I would have got it if I hadn't kept emailing and phoning. Never will I use them again!”

Helpful Report

Posted 9 years ago

“I will never use this company again very bad service”

Helpful Report

Posted 9 years ago

“I ordered a single wooden bed from them. One of the slats broke within a few weeks and another one fell off because it was not attached properly. On top of that I started receiving emails every single day - which unknown to me I had signed up for. I am not surprised this is an American company. Maybe you would like to go back where you came from.”

Helpful Report

Posted 9 years ago

“This company is a joke. Do not use them. Paid for a Saturday delivery and waited in all day for delivery of a double bed last week which did not arrive. Could not get in touch with wayfair as their phones were down. Spoke to them again on the Monday who explained the bed was damaged and therefore returned to depot. I had no text or email or anything. Agreed to take delivery the following Saturday of new bed. Again no text or email saying it was going to be delivered. I've waited in all day and again nothing. Spoke to wayfair who couldn't get hold of XDP. Absolutely useless. Going to demand my money back.”

Helpful Report

Posted 9 years ago

“They seem to be a scam company. I shall be taking my issues further with this company. DO NOT BUY ANYTHING FROM THIS COMPANY. My order arrived damaged and even though they provided a phone number, the phone line went dead. BE WARNED!!”

Helpful Report

Posted 9 years ago

“i ordered 2 coffee tables on the 19th august paid for them and was told delivery would be 21st or24th no tables so i phoned them on 26thaugust told they would arrive on the 28th today they have not even dispatched them yet, on the web site they claim next day delivery so i sent an email telling them to stop making delivery promises they cannot keep but they dont seem interested in customer relations, wish i would of read these reviews before i ordered from them it seems they make false delivery claims and then they dont want to give your money back disgusting ,i would advise not to order from them.”

Helpful Report

Posted 9 years ago

“I used Wayfair, the UK site and I first ordered a king size matress and that arrived on time and was very pleased with the company so I used them again to buy 2 pink chest of drawers. I was charged £80.00 for delivery because I live on an offshore island. The chest of drawers were meant to come in 2 days, well that didn't happen and I had yo wait for 10 days because the delivery company XPD list my goods and would not admit it yo Wayfair. wayfair would not listern to he and would not do anything for Me so I gave up , then out of the blew they finally arrived, one chest of drawers were damaged and I was told a Wayfair would give me my shipping costs back but for 4 days and still ongoing you can't get though to Wayfair because there systems wrre down do I have a danaged chest of drawers costing me £500 and I know I'm stuck with the brokern chest of drawers and I know I won't get my shipping costs back. I am never using this useless company again, they gave been around 6 years and they will yo bust soon as they only get one star from people who follow the reviews, if I could give no stars I would, they font even derserve one star, I am fuming and I will tell everyone to stay away from Wayfair . There customer service is rubbish and do is the delivery company, they font unwrap the goods for you and I had to beg term yo take the chest of drawers in the bedroom which was the first door on the left as you gone in do it was only a few feet, crap delivery service with no warning that there coming and they make you sign that the goods are not danaged which is not fair . The money I spent on delivery £80.00 they should take the goods to the room you need them in and they should unwrap the items and take the packaging with them. STAY AWAY FROM THIS COMPANY.”

Helpful Report

Posted 9 years ago

“**do not buy from Wayfair** - items are poor quality and not as pictured. Paid £296 for a cracked, slanted bookcase with varnish stains all over. Promised a courtesy call to let me know when delivery would take place, only to find the item on my driveway when I got home. Returns policy is "dispose yourself" and we'll give you 10% off your next order! Never again!!”

Helpful Report

Posted 10 years ago

“Don't go near them. I ordered some garden furniture from them costing over £700. After weeks of trying to get them to deliver it and waiting in, they finally delivered two chairs only. More calls/emails and yet another day wasted waiting to finally lose the plot with them saying I wanted my money back. I am still waiting for their couriers to collect the enormous box with the chairs - another wasted day yesterday and they still haven't given me my money back. Absolutely the worst online shopping experience I have ever had.”

Helpful Report

Posted 10 years ago

“A customer experience so unpleasant, it was a truly impressive. It started with merely delaying the order twice. But then grew to summarily cancelling the order (after accepting payment, sending confirmation and thus entering a contract to supply the goods according to Wayfair's T&Cs). All the while the experience was punctuated with employees misrepresenting (Siobhan) and misquoting (Ray) the website express terms, to justify a breach of contract. Finally to land at the 'top' of the chain (Klaus) who freely admitted, in his words, Wayfair just want to 'step away from the contract' and not honour the completed sale. It was heartening to know that at the end, at least Klaus admitted we had a contract in place to breach. Siobhan's initial gambit, by contrast, was to deceive and say Wayfair 'have stepped back from forming a contract' when one had already been in place. So from bottom to top, everything was an awful waste of time. Their customer service team worked hard, but for all the wrong reasons.”

Helpful Report

Posted 10 years ago

“In summary: 21 days, 12 e-mails and countless phone calls have resulted in: - 2 unwanted, unscheduled deliveries - 2 failed deliveries I was so angry that I need to cancel the order even the bed frame is the one I love. I decided to purchase the bed frame as it is exactly the style I want and reasonably priced. Using the bed frame as the focal point of my bedroom, I made special effort in choosing the wardrobe and chest of drawers to create the style of my dream. It is very upsetting not only because of the wasted time and disappointment, but also I was condemned by family for making such stupid decision, i.e. shopping from an unknown company. Wayfair’s repeated failures is unacceptable by any standard. The way my order was being handled is the perfect example of how to do customer a disservice.”

Helpful Report

Posted 10 years ago

“Company is appalling. Ordered a bookcase though Tesco Direct. Wayfairdid not notify me of a delivery date or time. Luckily I was in. Sent wrong bookcase (had an oak coloured top instead of plain cream). Also had a very ugly grey back panel. When I phoned them they said they would collect. Also asked if correct bookcase was sent would it also have ugly grey back. They said yes. I told them that I did not want a cream bookcase with an ugly grey back. Therefore not as shown in picture with a cream back. Three weeks later have not yet corrected pictured or put note to say bookcase not as shown. Excuses given all of the time. Tescos do not want to know. Wayfair asked XDP to collect. What a joke. Three collection dates later still waiting. Last week got to the stage that I was ill with stress. Once again today not collected. Will be seeking legal advice. Also on packaging details of another customers order with her address and item ordered. Mrs Lucy Overbury, I feel your confidentiality has been breeched. I will be contacting the Chief Executive Officer in America and making him aware of what is going on. This company needs closing down and investigating by Trading Standards.”

Helpful Report

Posted 10 years ago

“Appalling service, delays of 5 months for delivery. No notification of delivery day/time. Item delivered to next door neighbour. Should have had 5 items delivered, only one was delivered. Way fair Customer Care (joke) couldn't explain why it was delivered to wrong address or where remaining 4 large items were. The item they did deliver was not one I even ordered!!! So after paying over £900 in November 2014 I finally get delivery on 9th March and even that was the wrong item. Today they organised a refund and a pick of the wrong item. But even then I got an email from them asking me to arrange and pay for the return of the item. You can imagine my frustration and anger with this company. Would never ever recommend this company for any purchase.”

Helpful Report

Posted 10 years ago

Wayfair is rated 1.5 based on 2,302 reviews