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 received my chairs first then my table few days later with a scratch on the table very small not worth the money won't be shopping there again”

Helpful Report

Posted 1 year ago

“This company is a scam! I paid over 500 euro for a mattress and it never arrived but when I track the order it says ‘delivered’. There is no option to call the real person you can only talk to someone from customer service through the chat and now I understand why. I have no money no mattress and I don’t know how to resolve this as the communication is very poor. Avoid it!!!!!!”

Helpful Report

Posted 1 year ago

“Bought a couch from wayfair it's a Kelly Clarkson edition and I got some of it in a week. Then called told me the other part would be here in a month. What am I suppose to do with half a couch for a month. This is no way to run a business. If you knew this they should have shipped both at the same time. So frustrated 😠”

Helpful Report

Posted 1 year ago

“I purchased TV stand delivery date was changed 3 times, came broken, unpleasant delivery man and customer service unhelpful still didn't solve it, always ends chat with out solving problem several times, never use again”

Helpful Report

Posted 1 year ago

“Wayfair is incredibly vile. There is a reason Wayfair will never be able to compete with Amazon. This heavily due to its customer service. I can't think of a single company that would behave the way Wayfair has. I placed an order for 2 sets of night stands. I immediately noticed the order had my old address. Right away, I used the "update address" option. I was confident this worked. The next day, I got a notification that my order shipped to the wrong address. I contacted Wayfair and they informed me that I should be able to contact FedEx to change the address. I contacted FedEx and they informed me that I needed to have the shipper make the update. Next, I contacted Wayfair once again. Wayfair instructed me to call back the next day when a supervisor is present. The reason I was given was that a supervisor could contact FedEx. I contacted Wayfair hoping for a supervisor the following day. Then, I was informed this was not an option at all. Wayfair instructed me that I should go to my old address and pick up the items or place a hold on the items and pick them up. Sidenote, placing a hold wouldn't work because my ID would need to match the address for pick up. Anyway, I tried my hand at explaining the situation to the person who runs their Facebook account. They informed me that it "wouldn't be hard" to lift the 4 packages each weighing 65 pounds and load them into a car, if I have another person. There are so many things wrong with telling it should be hard to lift things. The biggest problem is that this was an extremely ableist comment. I guess the business is only accessible to able bodied people. This served as a reminder that I can't do some of the same things because I have cancer. I confronted the person I spoke to on messenger about their response. The resolution was FINALY to have the product returned to the warehouse AND repurchase at a higher price. Screenshot of message from Wayfair Facebook.”

Wayfair 1 star review on 24th February 2024

Helpful Report

Posted 1 year ago

“Very disappointed with wayfair. Not prepared to offer any customer care for error that had occurred with goods, only noted after packaging had been destroyed and the item had been washed.”

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Posted 1 year ago

“If i could give NO stars i would.I can honestly say Wayfair is the most incompetent company i have ever had to deal with.Their customer service Chat can not answer any queries regarding delivery or should i say No delivery? My brother bought a bedstead that was to be delivered last Friday.He stayed home but it didnt arrive.We contacted Customer services next day ,was told he would receive it in 24 hours and if not to allow a furthe 4 days.We declined and said if it wasng here in 24 hours please refund his money. We were told how much they valued their customers and to rest assured this was being dealt with by their specialist team and they would contact me by email to update. Next day no delivery so again we contacted customer services to be told they would pass it onto the Specialist team again. When we asked for a refund ,it will take up to 5 days.They are a lot quicker taking your payment than making a refund.The customer services could tell us nothing as regard to delivery and there so called Specialist team(Not so special)has yet to contact us.None of them really seem to know what each other dept is doing.Needless to say my brother and myself will not buy from them again and i would advise anyone else thinking about it ,please read the reviews first and there are clearly a lot more negative reviews than positive one.(I wonder why Wayfair)?”

Helpful Report

Posted 1 year ago

“Bought a gazebo from Wayfair. It arrived with part of the roof missing and other problems. They kept in touch with me to send part and fix the other problems. They replaced the gazebo and told me I could donate the old one. I was very impressed with the customer service.”

Helpful Report

Posted 1 year ago

“I bought a shaker 5 drawer dresser.It looks great,until you touch it.the finish isn't bad,but as soon as touch it,the finish dents.Leaving a little white marks that are visible from across the room.doesn't sound to bad until you get 30 little dents.I baby my furniture and my belongings.It's built pretty well.It's heavy enough.It's just the top protective layer doesn't seem to exist.It dents SOOOO EASY.It looks cheap with the LITTLE WHITE SPOTS.You get what you pay for.I bought this peice thinking if I like it,I'll buy more peices from the set.Not gunna happen.Good luck.”

Helpful Report

Posted 1 year ago

“I recently ordered a table and lamp from Wayfair that never arrived. I spent roughly five hundred dollars. I have called customer service numerous times to ask for help or a reimbursement and was most recently told there was nothing that could be done and no reimbursement could be offered because it wasn’t Wayfair’s problem. I am absolutely astonished. The customer service representative’s fake cheeriness and glib unconcern are still ringing in my ears. Her just-barely-civil tone and remarkable apathy for my problem was a shock. I am pretty sure she was offering “customer service” while watching tik tok videos on the toilet. I don’t think she could have sounded less concerned or less helpful if she had been actively trying to. I am so disappointed. I have been a regular, long-term Wayfair customer for a number of years, but today that relationship has ended. I’d rather give my money to a company who convincingly pretends to give a damn when something goes wrong. Perhaps this illustrious organization can spend the five hundred dollars they recently stole from me on acting classes for their representatives and I will spend my next five hundred on products from a company with the integrity to fill their orders. Sincerely, Woman With a Brain, a Voice and a Wallet.”

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Posted 1 year ago

“Disgusting behaviour from wayfair I ordered a sofa at £199 to be told out of stock for it to be amazingly back in stock 2 days later at £699 !!!!!!!!!!!!”

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Posted 1 year ago

“This company has the audacity to lay off their workforce with no notice including employees on disability with stage 4 cancer. I think that should tell you the level of integrity, humanity and loyalty they have. Their HR and CEO are heatless. NO ONE should buy their products, support them or work for them. Go somewhere else where your efforts are valued and compensated for I sincerely hope your business fails and everyone finds out what terrible things you have done to your former employees. I hope the HR and executive staff reap what they sow.”

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Posted 1 year ago

“Ordered a puzzle board as a gift for an elderly relative. The relative had to hire a handyman to put the product together and it was too cumbersome for her to use. Called Wayfair and they refused to send a box to return it. I had to buy a box at Home Depot n”

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Posted 1 year ago

“Wayfair took my money, delivered only a portion of my couch and is now completely responsive. Absolutely no indication that I will ever receive the entire couch that I now purchased over a month ago. I am so embarrassed that I thought buying a couch online wasn't a terrible idea, let alone buying from a company that has such horrible reviews. It turns out the horrible reviews are accurate. There's $1300 down the drain.”

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Posted 1 year ago

“Bought a side table. It was garbage, don’t waste your time.”

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Posted 1 year ago

“Received dinner set said it was microwave safe put plate in microwave for 1minute and it broke in pieces informed wayfair they said they would send us a replacement still haven't received it that was 4 months ago customer service is shocking won't be using again”

Helpful Report

Posted 1 year ago

“Paid additional to have product assembled. Our coffee table top had a scratch right on the top. Manufacturer said it was structurally sound & recommended we use a black marker on the scratch-REALLY?!?! Offered a minor discount! Offer declined. Just got an email that Wayfair gave a discount. Don’t want a discount!! Want scratch free product! For shame on Wayfair & manufacturer! Will never purchase furniture from Wayfair again!! Been a long time customer!!”

Helpful Report

Posted 1 year ago

“I ordered a vanity light that looked like would go well in my newly remodeled bathroom. Unfortunately, when I opened the box, the finish was very different from what it looked like in the photos and it didn’t match the existing decor. I returned it to Wayfair and that’s when the nightmare began. The first thing that surprised me was the fact that I had to pay for the shipping to send it back. Next was the fact that they charged me a re-stocking fee, and the kicker was that I had to refund Wayfair for the shipping cost of sending the light to me in the first place. That’s all bad, but it isn’t the end of the drivel. Whenever I open any kind of account that requires payments, I always opt for automatic payments that cover at least the minimum amount due. As with every other account that I have, I signed up for automatic payments to be made to Wayfair. When I checked the balance of my account it showed the full purchase price of the light, so I assumed that the following month would show that the light was returned and balance would be zeroed out because I already paid for shipping it back. Instead, it showed a credit for the returned light which was less than the price that I paid for it and still had a rather high balance due. I called “customer service” , in quotes because of the lack of actual service. I was told that the reason for the lower amount for the return was due to a re-stocking fee and for the cost of shipping. Though I was angry about the re-stocking fee, I felt that there was nothing that I could do about it so I didn’t argue about it. I did, however explain to the woman that I was talking with that I paid for the shipping to send it back. She replied that there may have been a mistake and that I should check the balance again next month. I checked the balance again and was shocked to see that even though I didn’t purchase anything since my vanity light purchase, the balance due increased! Of course, I called “customer service“ again and was told that I was being charged a late fee for a missed payment. I told the woman that I was talking with that I signed up for automatic payments and there shouldn’t be any missing payments ever. She put me on hold and then told me that she sees that I signed up for automatic payments and that the fee would be removed. I then asked her why three was still ANY balance due because I had already paid for shipping the light back and the re-stocking fee should be covered by the minimum balance due. She assured me that everything would be sorted out and that my balance would be zeroed out. The following month reflected another late fee and of course a very high balance due. I called again and was told that the shipping charge was never paid. I told the woman that I was talking to that I paid FEDEX directly in their shipping office and that I still have the receipt. Imagine my surprise when she told me that I was responsible for refunding Wayfair for the “free shipping “ when they sent the light to me. I was livid at this point and simply wanted to end any involvement with Wayfair. I paid the account off immediately and thought that everything going forward would fine. However, Wayfair wasn’t done yet! They reported late payments to the credit bureau and completely ruined my credit score. I have 27 open credit accounts and all but one of them shows 100% on time payment history. After four failed attempts with Wayfair to correct their own errors I did direct disputes through TransUnion to no avail. One star given, ZERO stars deserved. Wayfair; You’ve got NOTHING that I need!”

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Posted 1 year ago

“Ordered a 6x9 area rug. And the wrong one delivered. Ugh. Now I have to bring this big thing to FedEx to.ship it back. Wayfair should offer free pick up from my house since it was their mistake. Not happy”

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Posted 1 year ago

“I ordered something from this corrupt company it was delivered to another address evri are completely useless and Wayfair are the worst ever. They are saying it was delivered to my address even though they have the gps stating it was delivered to no 23 not 33 my address. The customer service woman said it was a mistake the resolution team denied it. I even took pictures of my front door to show it was not where it had been delivered. This company is just vile.”

Helpful Report

Posted 1 year ago

Wayfair is rated 1.5 based on 2,303 reviews