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

“The last 2 times i ordered from Wayfair I had shipping problems. Items did not ship on time, incorrect number of items were shipped. Replacement items were not shipped out promptly. This makes me sad since i have ordered from them quite regularly over the past 6 years, but they have really disappointed me in 2022. :-(”

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Posted 2 years ago

“Absolutely awful service emailed by 8 different people (some of them twice) still no further forward all emails say the same”

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Posted 2 years ago

“Wayfair is a scam Wayfair is a scam. Do not order anything from them. I ordered a mattress which I was suppose to receive on 28 November and I still haven't received it and now my estimated delivery date is 27th of December. I request you to please please stay away from them.”

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Posted 2 years ago

“AVOID!!!!! They sold poor quality table, I want to return it, but their couriers are failing to pick it up for 3 weeks now! and I cant get my refund until they get the item back!!!!!”

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Posted 2 years ago

“Wayfair have been absolutely excellent with dealing with a faulty table I had. They were very quick to apologise and send out a replacement Table straight away. I was kept updated throughout the whole process. Wayfair were exceptional . Thankyou”

Wayfair 5 star review on 6th December 2022

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Posted 2 years ago

“Satisfactory”

Wayfair 5 star review on 5th December 2022

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Posted 2 years ago

“ordered a desk on 25th October. Is now 3rd December and still not been delivered. Whats made it worse is the poor customer service from Wayfair in dealing with my complaint. was told refund had been processed which was a lie. have already spoken with then 3 times and still no refund or parcel. take heed from all the 20000+ negative reviews of this company and DO NOT ORDER.”

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Posted 2 years ago

“They are advertising pricing they won’t honor, and their customer service reps are condescending and rude. We should all choose to not do business with companies this.”

Wayfair 1 star review on 2nd December 2022

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Posted 2 years ago

“It’s really bad customer service bad communication The delivery is delayed and they don’t even communicate with you to let me know”

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Posted 2 years ago

“the tree i ordered looked nothing like the one on website, and it was crooked, such a waste of my time...........and not right”

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Posted 2 years ago

“Furniture arrived broken. Tried to charge me to return it, with a shipping cost so outrageous it was going to cost more than the item purchased. Had to escalate for a week to get it sorted. Not to mention the ottoman and chair ordered came literally weeks apart.”

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Posted 2 years ago

“I had been a loyal cust of Wayfair for a while & noticed the deterioration of quality as they tied up with some Chinese products. I bought a sideboard and paid $80 to get it assembled just to notice that it was extremely cheap quality, too tiny for the price looked like a TV cabinet instead of a sideboard, and requested it be returned for a refund. Now this product was assembled and was out of the box. Obviously I could not disassemble it. I mentioned to the cust service and asked for a special pick up. I get an email return that says, they can not honor the requested resolution as they require these items back to review quality and ensure improvements in future order experiences. I thought that IS THEIR JOB & A CHOICE !!! As a customer if they have not lived up to their services & quality as they promise, I can’t be held accountable for that. BUYERS BEWARE! Save your money time & energy. Do not buy from Wayfair. I burnt my fingers don’t burn yours !!”

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Posted 2 years ago

“My wife and I are expecting our first baby in Dec. We have been saving for a rocking chair that my wife wants for our nursery. We found the chair on sale on Black Friday for a good price and so we ordered it instead of getting it at the local furniture store that also had a sale. Today Wayfair canceled my order and said my refund will be 3-5 business days. Now we have missed all the sales and while the chair is still available in another color they say I have to pay full price. I also talked to a manager who was not helpful at all. Very disappointing, they did nothing to make this right. To top it all off, the brand was Mercury Row which is owned by Wayfair.”

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Posted 2 years ago

“I ordered two, three-drawer, nightstands, total cost was $900. The reviews on Wayfair were all 4s and 5s for this nightstand and they were on sale, so I ordered them. I received both of them, together, in only a few days. I opened the boxes and both appeared to be undamaged. However, I quickly discovered the bottom drawer, on each nightstand, didn't open properly. One would open, with considerable effort, the other would only open half way, with effort. I called Wayfair and their only offer was a credit of $240. Believing I couldn't have been the only one who had this experience with this nightstand, I went on Wayfair's site to look at the reviews again, no real problems from any other purchasers. I posted a deserved poor rating on this nightstand on Wayfair's website, in part, to see if they actually post bad reviews. They did in fact publish my review, for maybe a day or two. I went back today to look at the reviews again and lo and behold, my review was no longer there.”

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Posted 2 years ago

“Absolutely disgusted. I ordered tree was meant to be delivered today! Sat home ALL day with two small children waiting, decorations came down from the loft and have been sitting in the middle of the lounge waiting to go up. Well the Tree never arrived glass decorations sat in the middle of my lounge causing danger. Called for an update as I HAD NO delivery update whatever and started feeling worried that the tree wasn’t going to arrive. Upon speaking to reps it was clear that the item hadn’t even left the bloody warehouse. Had I not rang I would have been none the wiser. The agent then proceeded to tell me that my order wouldn’t even arrive for up to another week. Absolutely disgusting. Agent refused to cancel my order, agent refused to put me through to a manager and I am left feeling robbed! Wayfair have basically stolen my money. I paid good money for the tree, I didn’t buy it in your sales and wayfair have broken their side of the contract, therefore I am entitled to have my money back. Moreover the unhelpful narcissistic robots who answer the phone make you feel like rubbish, they don’t help and clearly have zero empathy. I have been practically forced to continue with the sale which is bullying and unethical. I will never ever again purchase from wayfair and strongly advise no one else does, especially on the run up to Christmas as they will not receive their items and will have to wait 10 days for a refund. Please do your research. This company’s reviews are also mainly fakes.”

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Posted 2 years ago

“I ordered a Turkey fryer 3 days before thanksgiving , paying an extra $70 for expedited shipping , was assured , because of extra charge that it would be delivered the morning of 11/23/22- upon not receiving it by 7pm , we called wayfair, was told sorry , but it would be delivered on the 25th. This jeopardized my thanksgiving plans , when we wanted to cancel the order we were told they would not return the shipping charge - will never ever order from here again Aleya Jung aleyajung@gmail.com”

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Posted 2 years ago

“I ordered Thanksgiving dishes from Wayfair ONLY because they promised the shipment would arrive 1-2 days before Thanksgiving. AFTER I paid for the order the expected arrival date changed to the day after Thanksgiving. I tried to cancel the order but they said it was already on the Fedex truck. They actually waited two days to ship them and that's what caused them to not get here on time. I had to buy them somewhere else and now have the aggravation of having to return them. More time wasted! Totally ruined my Thanksgiving. Waited 10+ minutes to soeak to a live person and then she was no help at all. Also I was told I could refuse shipment, but that didn't work because Fedex said they were delivering on Saturday and delivered on Friday. Total fiasco from start to finish. I will never order from them again!”

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Posted 2 years ago

“I purchased an in-stock product on October 10th with a quoted 2-3 week delivery. Within a few days I received an email that my product was in fact back ordered. Three more delays happened. I contacted them to learn more and they explained their website was incorrectly showing stock when it was in fact not available. They needed to place a special order from the manufacturer. I would never have purchased a back ordered item. I asked them if they could confirm I would receive my product by their latest updated delivery date and if not that I would like to cancel the order. They confirmed yes, that new date is correct. Upon reviving my delivery confirmation email, they had added over two weeks to the delivery time. I contacted them to cancel the order because the date was 6 weeks after I had ordered. They refused to issue a refund and told me all dates were subject to change. They then told me my options were to be charged $200 to re-route it back to their warehouse or just deal with this 5the delay. When it was finally delivered, they sent me the incorrect colour. I called customer service and they re-ordered me the correct colour. They also emailed the manufacturer to double check there wasn’t a labelling issue. The rep told me if there was in fact an issue she would immediately cancel the re-order and issue a refund. Sure enough, the manufacturer replied the next day and explained the colour advertised on Wayfair’s website (which I ordered) does not exist. Their photos are wrong and the reorder would just end up being the same incorrect colour we don’t want. I called customer service to have them cancel the re-order and issue me a refund. They told me no, and that I must wait for the supplier to confirm they are okay to cancel the re-order before giving me my money back. So now I’ll wait until between Monday-Wednesday to find out if Wayfair will begin the process of issuing a refund with my financial institution, which takes between 2-5 business days to be processed. They have continuously withheld information about their operations. They put themselves first in each of the many mistakes, asking me the paying customer to just deal with it. At this point they have made zero concessions for the multiple mistakes they’ve made. Not a single change to their operations to resolve this issues. Very curious when this issue will end up being resolved. Take this as a warning and do not shop at Wayfair. It’s truly not worth it. They would not be able to use these operations outside of the US/Canada where consumer shopping laws are so lax and in favour of the corporation. Shop locally or spend the money with a reputable company because you’ll likely end up spending that amount of money in your time waiting/communicating with them. Wayfair is a sketchy drop shipping scheme that ground their core operations on the backs of their consumers wallets and time. Update: they didn’t process my refund. I had to contact them 2 weeks after they said it would be processed and their CS rep relied “lol, we’re right on schedule”. I truly hope they continue to suffer financially.”

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Posted 2 years ago

“If I could give zero stars, I would. I ordered a dressing table on 16 September for the wrong parts to be ordered. When I flagged this it took two days of persuasion and explaining to get them to send out the replacement parts. Fast forward to the end of November and my order has been delayed twice, with no explanation offered as to why until I demanded one from customer services. It's now unlikely my dressing table is ever going to be delivered as it says back in stock in November 2023 - yet I didn't receive an update from Wayfair. After waiting this long you'd expect more effort regarding communications and, to be honest, more than a refund, given the fact I've been messed around so much and waiting for almost 3 months for a product that was due to be delivered in September, for example a simple gesture of good will - but I've been told in no uncertain terms that this won't happen. I've now decided to request a refund and, when requesting this, my conversation was rudely cut off by Tsion and I had to go through the whole conversation again with a different member of the team as my refund couldn't be processed using your automated chat function. I was then told by this member of staff that they wouldn't be able to do my refund either and that I would have to wait two days for another member of the 'special team' to get back to me. From start to finish this experience has been utterly shambolic and my issue still hasn't been resolved. It's a shame your customer service is so appalling as I've purchased quite a few products from Wayfair in the past - you're a poor representative for your suppliers and customers.”

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Posted 2 years ago

“I WILL NEVER BUY FROM WAYFAIR AGAIN! I was confident to buy my very first massage chair which cost more than $2k in price. I was so excited but not knowing it will never arrive. It was bought on Oct 9 and was expecting it on October 12. I called and chat with customer service many times to follow up. They cant tell me what was going on until until October 25 and informed me that the chair was lost in transit...so ok then I called again to speak with supervisor which she was kind enough to give me discount and said the chair will be replaced... I waited again until Nov 12. NOTHING! My last hope was maybe it was delayed again but no... THE REPLACEMENT WAS LOST IN TRANSIT! AGAIN? SO I CALLED CUSTOMER SERVICE AND I GOT THE MOST RUDEST ARROGANT ! I have said that maybe Wayfair dont even have this chair so it would be fair for me to get another model. He assured me that Wayfair will not send me another model but the same one... WHO IN ANY RIGHT MIND WOULD BELEIVE THAT WAYFAIR HAS THIS MODEL WHICH THEY HAVE LOST TWICE IN TRANSIT? SO TO MAKE MY LIFE EASIER... I ASKED FOR A FULL REFUND! BUNCH OF SCAMMERS!”

Wayfair 1 star review on 19th November 2022

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Posted 2 years ago

Wayfair is rated 1.5 based on 2,303 reviews