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

“It's understandable when a customer makes a mistake in placing an order, to make them responsible for the disposal/return shipping. However, I ordered a single item, which came in two boxes. The "sectional" part of the sectional sofa was delivered TWICE. The main portion of the sofa was nowhere to be found and I had no way of knowing until it was too late. They are in the process of shipping me the correct piece, which is apparently delayed. So I was left with half of my couch, an extra half that I did not need and they are leaving me to haul/dispose of the excess piece out of pocket. I will never be doing business with Wayfair again. Overstock has exponentially better customer service.”

Helpful Report

Posted 5 years ago

“If I could give minus stars I would... All started when we ordered some outdoor furniture: a table set and a chiminea. About three weeks after ordering we checked up online as we hadn't received or heard anything, only to discover that the chiminea had been cancelled without out knowledge. Furthermore, they had said that the table set had been delivered which it hadn't. We rang them and the customer service left much to be desired. They apologised for the inconvenience and assured us that another set had been ordered at no further cost. After waiting yet more weeks, what seemed like the original table set was delivered. We were pleased as it is of a reasonable quality. However, upon building the table, we discovered that the corner had been dinted in so that the legs could not be fitted. Again, we rang the company and received little comfort. They said they had ordered us a new table and that it would be dispatched as soon as possible. This was mid May... it's now mid-June and after checking up the first time, we were told that it had been dispatched from the warehouse (how coincidental...) and it would be with us shortly. A couple of weeks later, we called again only to discover we had been lied to. Currently we have received two emails pushing back the results of a 'thorough investigation' by the warehouse team. Utterly disappointed.”

Helpful Report

Posted 5 years ago

“Absolutely shocking, item arrived damaged and I’m glad it did because it looks like it come from the pound shop, paid nearly £60 for a bathroom light and it’s made from cheap silver sprayed plastic, gonna send it back at MY expense, DONT PROFIT THEM”

Helpful Report

Posted 5 years ago

“Ist order did not arrive after waiting 2 weeks. Then took a further week to be informed that a replacement would be sent in another 3 weeks. Refund process looks like it is deliberately made to confuse. Pathetic.”

Helpful Report

Posted 5 years ago

“Terrible service. Constantly cancelling orders due to no stock available but it sure was available when they take your money. Can’t talk to a even after being on hold for 90mins they just hang up not worth it. Save yourself the stress and hassle home this company goes bankrupt”

Helpful Report

Posted 5 years ago

“My wife ordered a table and chairs they were in stock however just before the delivery date they were no longer available Having selected another table and chairs that are due for delivery in a few days time oy to receive another e mail stating discontinued This company is 110% useless”

Helpful Report

Posted 5 years ago

“Wayfair are bloody useless. I ordered a 4 spotlight straight bar in chrome and received a 3 spotlight round base in brass ! The exact opposite ? Then I was offered it at a discount,i.e. they hadn't really got my order in stock. I won't be back.”

Helpful Report

Posted 5 years ago

“Appalling customer service. Ordered a bed frame for delivery on 9th. First box delivered on that date. 2nd box delivered on the 10th. Still awaiting delivery of the 3rd box. Why deliver 1 box at a time? Repeated calls to Wayfair, on hold 15 mins each time. Promised to call back each time and never did. Last conversation they claimed they're not allowed to chase the courier! Really! I think the last box is still at Wayfair warehouse. If not delivered in 48hrs, I'm demanding a refund and asking them to collect the 2 boxes they delivered. Don't buy from them unless you're looking for stress and frustration 😡”

Helpful Report

Posted 5 years ago

Helpful Report

Posted 5 years ago

“I waited for a total of 2 hours on hold over the course of 2 days. They asked me to call the second day to get the answer to my issue with ordering a product. On the second day they told me they couldn't assist with solving the problem. Don't bother with buying anything from this company. Poor customer service.”

Helpful Report

Posted 5 years ago

“Wayfair sent me a piece of defective furniture. When I contacted them they arranged a substitution and courier to pick up the defective one. Instead of the substitution the courier for 5 times delivered to me the same defective item that was supposed to go back to Wayfair. To get the item in the right conditions took more than two months and numerous emails and phone call. Shame.”

Helpful Report

Posted 5 years ago

“I ordered an item which said it was in stock in early June . Received an email to say it's been delayed... Til the end of August ! Also purchased another item a few months ago which turned out to be very poor quality for the price paid”

Helpful Report

Posted 5 years ago

“Horrible quality products. Ordered a $200 vanity & it was flimsy and reeked of chemicals. The pegs utilized to put the drawers together varied in size, causing a puncture through the front of the drawer. Furthermore, the Wayfair website provided me the chance to “share my experience”, however they review what you have written before allowing your comments/reviews to be shared to the product on their website. Absolute scam artists!!!”

Helpful Report

Posted 5 years ago

“We placed an order which was 'guaranteed' by the sales person to be with us 3-4 weeks. It was then delayed by another 4 weeks. After 2 month of waiting we were then notified our nearest delivery date was to be in 6 months time. We built around the spec of the garage doors in question, the company offered us no compensation for the changes we have had to make to building now. They offered no credits for their store and as a general we are rather untrusty of what we believe to be false advertising.”

Helpful Report

Posted 5 years ago

“Shipment lost. Unable to reach any human from customer service. No email allowed to be sent to them. Only a phone number to call which put you on hold forever no one responds back. Lost $1k.”

Helpful Report

Posted 5 years ago

“Lied about delivery date. Furniture order was estimated to come 6 days earlier. Will never order from them again and I wanted it for Father’s Day. Won’t be here now.”

Helpful Report

Posted 5 years ago

“Ordered a bed at the beginning of May, here's the full saga: - Bed was delivered 27th May. - Packaging in extremely poor state.Seemed to have been opened and then badly sellotaped back together. Box fell apart while being carried up to our flat, parts all over the place which we painstakingly collected and ferried into our flat piece by piece. - When trying to assemble the bed, it becomes clear that an entire pack of screws (not just one or two, but AL of the screws of this type) are missing. - Wayfair will not send replacement screws. They have said that their supplier can't send screws alone, and musty send a replacement bed, but just seems like a case of Computer Says No. - Wayfair have said we can have the bed replaced, but not until July, and this is extremely inconvenient because of the destroyed packaging/ Wayfair have simply failed to provide the product we paid for, and are not interested in helping us suffer any less inconvenience, instead doing the bare minimum to avoid providing either any decent service or compensation Finally, I would recommend looking elsewhere online for reviews of Wayfair. It seems Trustpilot is extremely biased compared to other review sites.”

Helpful Report

Posted 5 years ago

“DO NOT buy from Wayfair. Spent 1000 on a gazebo. Never received and no communication from Wayfair. Save your self the headache and find a reliable company. YOU WILL NEVER RECEIVE YOUR ORDER. WaYfare are Resellers Item will probably come damaged with missing parts. Read the bad reviews on Wayfair’s website, they are all true.”

Helpful Report

Posted 5 years ago

“My order has not been received . Zero customer service. Cannot speak to a human, 20-30 minutes on hold. Cannot cancel order as wayfair claims it shipped. Fed Ex says they cannot track package as they have not received it from Wayfair. At this point my only recourse is to cancel the credit card payment...which is still a hassle. But other wise I'm out close to $100 for nothing but aggravation. bottoms line- avoid wayfair!”

Helpful Report

Posted 5 years ago

“Still haven't received my product, and no updates!”

Helpful Report

Posted 5 years ago

Wayfair is rated 1.5 based on 2,302 reviews