Wayfair Reviews

Name: Wayfair
Address: Wayfair Stores Ltd, 78 New Oxford St, London
Rating: 1.50

1.5 Rating 2,306 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,306 reviews

Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Telephone

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

“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 11 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 11 years ago

“Me and my partner ordered a pine TV stand from Wayfair on the 30th of December and we were told it would be delivered on the 23rd of January. The day before delivery I revived an Email informing me that due to an "unexpected delay" my order wouldn't be with me until the 28th of Jan, which was fine as these things happen. Then on the 26th of January I received a very nice Email from Wayfair telling me that the item I ordered had been discontinued and that we would be refunded in 5-6 working days. What I want to know is, if an item Is" discontinued" why let customers spend upwards of £200 on them, take their money and make phoney delivery dates? Rest assured we will never shop with you again and would strongly advise anyone from doing so themselves.”

Helpful Report

Posted 11 years ago

“Wayfair products are lovely and good quality. I've ordered three items, a white ornate framed mirror, a nest of tables and a large wood framed mirror to go over the mantel piece. The trouble is that the delivery company that Wayfair uses in my area is rubbish. The first item was supposed to arrive on a specified day, it didn't arrive. When I chased it up, no apologies, they just said it would arrive the next day, which it did. The packaging was dented on the corner, when I opened it the mirror frame was damaged. I took a photo of the damage and contacted Wayfair, but I also told them that due to the hassle with delivery I would keep the mirror - if I hung it right the damage wouldn't show. The nest of tables were delivered to a house about 5 doors down from mine, I don't know why since my name and address were clearly labelled on the package. The house owner's lodger took delivery, when the house owner arrived home he brought the package round. The final item I ordered on 11th August 2014 and was told AFTER PAYMENT that I would receive it at the beginning of October. I had a lot of work to do on my home, so on balance thought this would be fine. By the middle of October I hadn't received my mirror so contacted Wayfair, they couldn't trace it so ordered me another one. The confirmation email said I'd get it in January 2015, but within an hour I had a phone call saying this was incorrect and I would receive it on 17th November. It's 27th November, I've chased it twice and I still haven't had it, or any new estimate of when it will arrive, and I now just want my money back £86.83 plus any interest accrued over three and a half months. The products are lovely, but the delivery service is a disgrace and I won't be ordering from them again. I now wish I'd ordered through Amazon, their service is second to none and at least I would have had their back up.”

Helpful Report

Posted 11 years ago

Wayfair is rated 1.5 based on 2,306 reviews