Wayfair Reviews

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

1.5 Rating 2,301 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,301 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

“WOW! don't order and expect to get what you ordered... I ordered an item, received confirmation and a shipping date - I was so excited to find the item... and then....BAM... within hours they cancel the order because "it's out of stock??".. WTH??? It wasn't when I PLACED the order... how can anyone have such extremely poor inventory controls - and then act like (when I called)... "that's just what happpens when we oversell"... NOT MY PROBLEM .. and it won't be ever again because I'll never order from them again!!!”

Helpful Report

Posted 4 years ago

“I ordered a day bed 2 months ago and I still do not have it. After multiple delays it was finally delivered. The back was so warped that it couldn't be assembled. I am still waiting for the replacement part and no one could tell me when it would ship. I asked the entire thing to be returned and my credit card credited, to which they agreed. An hour later I got an email saying it couldn't be cancelled and the piece had been shipped. The entire experience has been a nightmare!”

Helpful Report

Posted 4 years ago

“Tried to order A Hot Tub from them. First the tub would not be delivered for 4-5 months?? While they hold my $4000. dollars. Second and what turned out to be A deal breaker, From the day I placed the order, the very next day the Tub went down $200. When I called expecting them to reduce the price of my order $200 they said sorry we don't do that. I cancelled it, went to Costco, got better tub with steps for less money. Ostalavista Wayfair!!”

Helpful Report

Posted 4 years ago

“Have been happy with Wayfair in the past but had an order delayed (Brexit related - an no fault of Wayfair). After waiting for over a month (after expected delivery date) and being told by Wayfair to wait longer for the item (the only communication with them) I then received a notification that the item had been refunded. After checking the website, then item was still available, and on contacting Wayfair I was told that the item is still being sold and shipped but because mine was 'lost in transit' and refunded, I was no longer entitled to the £80 discount and that it would be a "waste of my time" for them to contact the third party supplier. Meaning that I have now been without the item of furniture for over a month - being told to wait before cancelling the order, and then having no contact with customer service. Very disappointing, and somewhat fishy outcome to a weak process.”

Helpful Report

Posted 4 years ago

“Portal is terrible, customer service is non-existent for suppliers, ticket system does not work and the ticketing staff is awful - bad attitudes and never a favorable solution. Pricing on our products shifts like crazy, and for unknown reasons. You have to check the promo manager in the portal multiple times a day as they try to sneak in promotional pricing which only deducts from your cut. Margin is just not present on Wayfair, they are a very shady "partner" who uses their locked in portals to literally steal/extort money from the seller. Even our partner rep takes weeks to respond and never provides a favorable resolution. They owe our company 6k+ in underpaid POs which we have repeatedly sent to them and have been ignored.”

Helpful Report

Posted 4 years ago

“Placed an order for a table earlier this year. I missed the fact the real price was nearly an extra £100 due to tax. I'm assuming brexit related but as felt like that was hidden as I compared with other retailers included tax. The worst part was the table was lost shortly before the delivery date and re ordered from Spain. Now the price has dropped £50, I don't have a table still and when I asked for a discount as the table I bought hasn't been delivered I was fobbed off. Half tempted to cancel the whole order and shop with the other retailer I firstly eyed up. Won't be using again”

Helpful Report

Posted 4 years ago

“Purchased 3 items from Wayfair for the first time. The coat stand arrived the next day so all was good. The TV Stand arrived a couple of days later and the wood was all cracked. I returned it and got a full refund. The last item arrived but we soon realised we had only been sent half of the chest of drawers. 5 weeks later and many emails and false promises I cancelled the order. No apology. I ordered one today from Ikea. It’s cheaper and actually will arrive on Saturday. I’ll never use Wayfair again and would advise no one else to.”

Helpful Report

Posted 4 years ago

“Waited 3 months for an order to arrive, repeatedly told it would not be much longer. After many months and having been told yet again it still had not shipped we cancelled only to find that we could immediately re-order at a more expensive price and the desk arrived 4 days later. We have now been waiting 3 weeks for a refund on the original order.”

Helpful Report

Posted 4 years ago

“The product I ordered was NOT at all as described ( black out curtains that were one step above sheer) and were poor quality for the price I paid. They offered free shipping to me but charged me shipping to return the misrepresented product!!??”

Helpful Report

Posted 4 years ago

“I ordered my bedroom furniture which I was told would be delivered in 5 days time, after I’d made my transaction I was told it would now be 14 days until delivery, the day after the order was meant to of arrived I received an email to say it had been delayed (I’d come to that conclusion after waiting at home for it to be delivered) 2 weeks later I was emailed to say it had been dispatched. On the website my furniture was now in the sale so I contacted Wayfair to ask as I had not received the goods yet would they refund me the difference and was told that wasn’t their policy. Bad customer service, poor communication. I will never use Wayfair again.”

Helpful Report

Posted 4 years ago

“A very Bad experience..I return one items because I was unhappy and the refund just arrived after the 1 month..Unshamed company .never I will buy something from they..I can.t recomand this company for nobody..”

Helpful Report

Posted 4 years ago

“In terms of the few items I have purchased, I have no real issues as have always been happy however my review is based on your website which is appalling - you would certainly have had a lot more business off me if it wasn’t so slow, it doesn’t allow me to scroll up and down, radial buttons don’t work, and adds items i don t want or have even looked at 🤔into my basket but then doesn’t let me remove. 🙄🙄I wanted to order items tonight but have lost the will yet again so my business has gone elsewhere. You really need to invest in your IT department to sort out your website, it’s so frustrating”

Helpful Report

Posted 4 years ago

“I have made a few orders from Wayfair, and all have been a gross disappointment, both in quality of item, and customer service. This culminated in my last two orders (and this review) where, after two weeks of them being past due on the delivery date, without an update, I had to reach out to this useless outfit to discover the problem. Apparently, my account had a one (1) cent balance on it, obviously caused by their inept payment processing, and this had resulted in them not fulfilling the delivery (but they had no problem still charging my card back on the order date). After clearing the 1 cent from the balance, they processed the orders, but just about every item in both orders had to be cancelled because they were now out of stock. Just writing this review has me irate again at the utter incompetence and impossibly pathetic customer service.”

Helpful Report

Posted 4 years ago

“Terrible experience with this company. Yes they have amazing stuff and reasonable prices but both times I ordered from them, items came damaged and arrived 3 months late. Samething happened to my sister, She had to wait to close to 3 months for a package only to find out there were items missing and some were damaged. Packages were lost 2 times on my end. Very unproffesional and the worst company I've had to deal with. I didnt even get a discount for damaged items. If you want whats good for you stay far away from WayFair.”

Helpful Report

Posted 4 years ago

“After multiple orders placed and the money taken by Wayfair, I had to reach out to be told the items were out of stock and wouldn't be sent. Three weeks on, I am still waiting for around £1500 in refunds. I contacted customer services via phone and chat, to end up with the same repeated answer of there is nothing that can be done. Do not use.”

Helpful Report

Posted 4 years ago

“Ordered two desks in November 20. One delivered in Jan 21 as expected. Every month since they push back the delivery of the 2nd one - earliest I will get it is now April 21 - but I don’t think that will happen. They have happily accepted my money for a product they cannot supply - livid!!!”

Helpful Report

Posted 4 years ago

“Wayfair has terrible service. Taking money from my account and telling me they haven't. They still have not shipped my item after taking the money out of my account twice.”

Helpful Report

Posted 4 years ago

“I ordered two new units for my lounge. One has arrived totally damaged and no feet the other has no top, back, and feet missing. contact Wayfair and I now have to wait for new parts, not an apology, don't give a dam, total waste of £600 units very poor quality. Save your money.”

Helpful Report

Posted 4 years ago

“I too have had problems with Wayfair they should be avoided at all cost or through your money in a pit”

Helpful Report

Posted 4 years ago

“Please do not trust their return policy. They do not arrange for collection of returns as they say they do. Courier company have no knowledge of return requests- more than once I have to say. They just keep sending me return labels with new dates - and the courier does not turn up because they never receive the request. Pick up is between 8am and 8pm which is restricting. Customer service have no empathy for these problems. Very disappointing as I won’t buy from Wayfair again.”

Helpful Report

Posted 4 years ago

Wayfair is rated 1.5 based on 2,301 reviews