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 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”

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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 tv cabinet, arrived and was slightly scratched. Replacement arrived within the week! Excellent customer service all by email too!”

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

“Ordered from Wayfair and started receiving messages from BJS delivery who are the service Wayfair have unfortunately chosen to use. I received confirmation on 28th May that my order would be delivered on 30th May. On 29th May I received further confirmation that it would be delivered in 30th May between 4pm and 7pm. Just after 2pm on 30th May, having planned our day around the delivery slot, I received a message saying that the van had broken down and that my order would not be delivered that day and I should re arrange. I did this and On 31st May recieved confirmation that it had been rearranged for 4th June. A further 5 days. The cancelled delivery should have been a priority. On 3rd June I recieved confirmation that it would be delivered on the 4th June between 1pm and 4pm. I then recieved a text on 3rd June advising that there was yet another vehicle breakdown and that our order couldn’t be delivered again. They then called and told me Monday 8th June which had to decline as I am unable to left heavy items due to pregnancy and my husband would be at work. They called back and kindly offered me 6th June which I accepted. I recieved confirmation via email at 7.44pm in 5 June confirming delivery between 4pm and 7pm. At 6.47am I recieved an email and text stating that ‘due to a stock discrepancy’ only part of my order has been loaded into the vehicle for delivery!!!! What discrepancy? They had my stock since 28th May. They delivered my order minus 2 chairs and on Monday they finally delivered the other 2 chairs. So much inconvenience. Two deliveries cancelled by the company and when finally delivered, only some of the items actually delivered. Wayfair need to change their delivery company or at least give the customer some sort of compensation for the inconvenience. I have emailed and messaged Wayfair. on Facebook and have only recieved a ‘We’re glad it was sorted’! Not a great service and no acceptance of responsibility for their delivery service. Won’t be ordering from them again. Saving myself the hassle. The only reason this is not a very poor review is that the furniture is lovely. No complaints there.”

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!”

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Posted 5 years ago

“I have shopped a lot from Wayfair always good quality always arrives on time definitely happy with their service”

Helpful Report

Posted 5 years ago

“If I could give it no stars I would. First I bought a bed frame, and came damaged in the corner. I decided to give one more chance to Wayfair and the curtain I ordered came wrong and they do the mistake and I need to pay for the shipping? No customer service. Worst experience ever! Never buy again from Wayfair.”

Helpful Report

Posted 5 years ago

“ordered a tv stand over two weeks ago still waiting for delivery sent them emails received bog standard reply would not recommend or purchase any thing again dread to think of trying for a refund”

Helpful Report

Posted 5 years ago

“Having searched through their website and seen their advertisements i was excited by the range of products available through their website, however what is actually available and when you get it is very much pot luck. They seem to act as a third party company where goods are then sourced from other companies. Very poor follow up when goods either don’t show up (a rug) or when instructions don’t make sense (fitting desk runners). If it matters when your goods are going to arrive then I wouldn’t recommend Wayfair. Very disappointing after such high hopes - their service is reflected in their brand name “fair” (not good or excellent)”

Helpful Report

Posted 5 years ago

“Ordered a rug. Arrived in good time and was good quality, if abit expensive. Was concerned after ordering and reading other reviews. My product was fine, but I would not order anything that could be damaged, or very expensive, just incase.”

Helpful Report

Posted 5 years ago

“I am still waiting for a door purchased from wayfair 2 weeks ago received an email saying item dispatched last week an nothing delivered nor email first time I have ordered from them don’t think I’ll use them again very poor service!”

Helpful Report

Posted 5 years ago

“Poor quality kids bed. Cheap! Cheap! Several delivery dates. Courier used was rubbish. There is nothing good about this company.”

Helpful Report

Posted 5 years ago

Wayfair is rated 1.5 based on 2,303 reviews