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

“I wanted to place an order for a bed which was on the site at circa £290.99 but when I came to place the order the site was showing the price at £10,289.99. I contacted customer services to point out the site error and after 2 days the site was corrected but with the problem that the original price of the bed had increased to £355.99. I asked to buy at the lower correct site but was told they could not do that. I refused to buy the bed. They expect me to pay more for their mistakes. What rubbish customer service”

Helpful Report

Posted 6 years ago

“Placed an order the weekend. Our order has not been delivered yet plus has disappeared on our account 🤷‍♂️ Just ask please leave a review for items. Company seems to rely on its courier. Not concerned about customers.”

Helpful Report

Posted 6 years ago

“Terrible customer service. I ordered a vanity unit and the top arrived cracked in 2 so ordered a replacement, was told I would get it within the week and when I rang to chase they said it wouldn’t be in stock for another 2 months. No one had thought to inform me. Have been back and forth about a refund which took a long time to come through, it seems no one there communicates with each other so you have to explain the situation 100 times just to get an answer. Still don’t have the full refund and still no vanity unit top so I am furious and will NEVER use Wayfair again. Do not order from them.”

Helpful Report

Posted 6 years ago

“I received a refund from wayfair today,i wondered what it was for.so i looked on my wayfair account and it showed a refund on there for an order that i had cancelled the day after i had made it and Wait for this,back in september 2018! I had forgotten about it cos it was that long ago, 5 months!”

Helpful Report

Posted 6 years ago

“Poor customer service! The credit card is managed by Coventry Bank! You do not get the Wayfair credit card. I called to get my account number and was transferred to the bank. Very rude and unprofessional service! Not worth the hassle!!!”

Helpful Report

Posted 6 years ago

“Ordered a chair on 29.1.19 told 3 days delivery 10 days later keep promising a date to find it hasn't even been dispatch and when you call can't get anyone to give an answer . Shocking customer care . Couldn't care less . Won't buy anything again .”

Helpful Report

Posted 6 years ago

“Absolut disgrace and I wouldn't give even one star if i could. Wish I never ordered from them. Customer service is appaling; doesn't seem to care much about missing items and delivery not being made on time and being late 4 days! On top of it problem with issuing refund for the items that weren't delivered. I have been calling for days trying to get my money back. They will also take the money away from your refund if tou used promo code so bw aware of that. Not even appologised once for all the inconvinience. Not offered any compensation as gesture of good will like other companies do(not that I would order at all ever again but it's nice to know you feel valued as a customer!) Complete lack of understanding and communication. Rude, unhelpful people that have no clue how to deal with customers and I spoke to few. Avoid at all cost and save yourself hassle by buying elsewhere.”

Helpful Report

Posted 6 years ago

“I ordered a product from wayfair, received a text from the delivery company 2 days later to say my item will be delivered between a 2 hour time slot, the slot goes by with no delivery made. I call wayfair and someone told me it was still out for delivery and would be with me by 8pm. (2 hours after my delivery slot closed). By this time wayfair were closed, so I called again on Saturday to find out what was happening, however this was pointless as all they could do was send an enquiry to the delivery company. I then had to wait for someone to contact me. Come Monday afternoon with no response I call for a 3rd time. They say there's still no response, I asked if there is not a contact number I can call myself to sort this out. Apparently not. I found an email address to email the company directly. I ask when my delivery will be made, they respond with it can be put out for delivery tomorrow (wednesday) 5 days after my delivery slot I had received! I said this was ridiculous as I would have expected it to be first thing Monday morning considering it should be delivered Friday afternoon. This should also not be the case for me to have to chase 5 times to even get an answer! The delivery company then come back to me at 12.22pm saying it was out for delivery today (tueaday) and would be with me between 10.53am and 12.53pm, now dont get me wrong but for someone to email you 30 minutes towards the END of your time slot is ridiculous, therefore I wasn't in. I then get a call to say my delivery had been left outside my door. I rush home to make sure my daughter's cot that I had ordered got brought inside. Shock after all the hassle I had received just from getting the orders it was then dented. After all the hassle and the fact the cot was dented, I immediately rang and wanted a refund as this was beyond ridiculous now. Would never use again.”

Helpful Report

Posted 6 years ago

“There delivery service and collection is ridiculous. Your expected to wait all day for delivery no time slots or preferred day. If companies like dpd/Hermes are used u can actually get a time slot ..so y not use them . Also so crazy they way u need to pay £10 to return goods when your are buying them online and not being able to see them in the flesh”

Helpful Report

Posted 6 years ago

“Was charged £9.99 to return a rug when the rug was the poorest of quality and nothing like the picture”

Helpful Report

Posted 6 years ago

“Be very careful once u get their credit card. My bill is due on the 1st. When u pay over the phone the recording states it could take up to 24 hours to reflect on your account. That is not true. It take 4-7 days leaving u with a late fee. Happened several times b4 I caught on. Guess that is their way of collecting extra money from their customers. That's cheating,stealing and lowering your customers credit rating when they think they r paying their bills on time. Shame on you, Wayfair! Shame on you!”

Helpful Report

Posted 6 years ago

“im still waiting for my delivery NO contact … email says delivery two days ago!”

Helpful Report

Posted 6 years ago

“Supposed to have a wardrobe delivered today, got a text this morning to day it didn’t pass the checks! Called up and asked why and apparently there isn’t enough room on the van! Surely that isn’t my problem I have paid for the goods! Really unhappy with the service! Will not be using again”

Helpful Report

Posted 6 years ago

“Quality of the furniture is worse than poor. Parts were dirty, few screws missing and no one cares about customer satisfaction. Furniture from China not UK as advertised on website”

Helpful Report

Posted 6 years ago

“Really poor quality products.”

Helpful Report

Posted 6 years ago

“Ordered a fire plce December 10 of 18 and they delivered the insert January 20th and no mantle called and said it would be here today Jan 29 nope called again and she said the warehouse couldn't tell here when it could be shipped will not be using them and telling everyone not to use them”

Helpful Report

Posted 6 years ago

“Recently made a purchase for a bath panel for my plumbing business. Wayfair used DPD as a courier who text me the day before asking if I'd be in for delivery. As I'm never in during working hours I chose "deliver to my neighbour" as there is always someone in next door. Afetr 3 attempts at "delivering to a neighbour" I contacted Wayfair who after a few days said that they have had it sent to my local depo. I have CCTV at my property and when I reviewed my recordings I found that the DPD driver came to my house, knocked the door, and left making no attempt to try a neighbour.. I was furious! A couple of days later (and cancelling the plumbing job twice) I went to my local depo to find that wayfair had asked for it to be sent back to them leaving me with nothing to collect. I rang Wayfair to complain (again) and I insisted that they sent another to my local depo for me to collect there within 2 days but they replied "we can't get one there as they come from Poland!" Needless to say that I had to cancel the order and go elsewhere.. I've never had such shocking service in my 28 years as an adult!! I'll never use them again!!!!!!!!”

Helpful Report

Posted 6 years ago

“I bought a wardrobe from wayfair, the construction process is shoddy and there is very little rigidity to it even when built. The putting together of it with the back panels is so ridiculous that it had me cursing for hours. The lack of rigidity led to damage which I’ve glued. All in all go Ikea all the way!”

Helpful Report

Posted 6 years ago

“I sorry to say wayfair is not very good . My next day delivery took a week and when I complained the second time they never replied.”

Helpful Report

Posted 6 years ago

“Would not expect to have to pay for a return in this day and age. The light fitting I ordered was cheap and nasty and nothing like I expected for £36 sale price. Com plicated returns policy and so will never order from this company again and spread the word. Advertisements are a lie!”

Helpful Report

Posted 6 years ago

Wayfair is rated 1.5 based on 2,302 reviews