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

“Delivery date promises and no delivery!!! What is wrong with this company??? I can't believe they are still in business. I am calling our family attorney to get our money back so we can order from a more reliable, trusted furniture store, without a hassle. Incompetence at it highest level! Why keep lying by giving us a new date for delivery when you know it won't be delivered on the day you tell us???? We now have our 6th change for a delivery date!”

Helpful Report

Posted 5 years ago

“They cancelled my order without notifying, then when I asked said it was due to fraudulent. Fair enough atleast inform me, then I asked to re order, they said you have to do it again, what the hell is customer service for ???. Ok I did it, all the prices gone up, I said please price match as it is your due diligence not mine. They said it not in our policy to give me my own products which I ordered 1 month ago in the same price. But I have to pay an increased amount. Why should I. I needed furniture for 6 show rooms. I ordered one to see if they will fit the space. But they have lost a sale more £8000.00 worth of goods. Just don’t understand the managers common sense in his customer service.”

Helpful Report

Posted 5 years ago

“Ordered bed frame from here after reading good reviews. It arrived bery quickly, within under a week. However was shoddy quality, poorly made and the parts didn't fit. Ordered replacement parts the same day (25th April). Received an email a week later to say they had been dispatched and would arrive 12th May. 12th May came and no parts. Now a week later, still nothing and an unfinished bed frame. Tried contacting wayfair but seems impossible and said bed frame is now out of stock. There is also no option to leave a review on their website anywhere! Maybe if they had taken longer over the bed frame as they have over the replacement parts then it wouldn't have been needed!!”

Helpful Report

Posted 5 years ago

“The company not good do not buy anything from them the customer service bad after I pay my bill in full they went me to pay the interest when l called customer service for help they said they can do nothing and they say you have to pay the interest they are bad bad bad company”

Helpful Report

Posted 5 years ago

“Ordered 3 items. Part 1 was delivered with no problem. Parts 2 & 3 were under the same consignment but we’re separated at the courier depot. Resulting in the toilet not being delivered. On my account it states ‘ delivered’. I rang Wayfair to advise them that this item had not been delivered. That was last Monday. I’ve been advised that they would contact me with 1 working day, they haven’t tried to contact me at all. I’ve now rung them 3 time’s & have been fobbed off by very polite customer service people but all to no avail. They have admitted that the courier company XP have ‘received’ the item & that it ‘will’ be our for delivery but I have not received it. Their advice is to contact them if it is not delivered by 20:00 next Monday! Very disappointed. Will now avoid Wayfair for future purchases.”

Helpful Report

Posted 5 years ago

“I know this app is a scammer I order. my order never came is bad people who trust apps. and all they want is costumer money whenthe have it they don't care about the orders go thru. I been calling is said waiting is 20 minutes..and they hungup for 3 day if costumer service have a long period of wait line not just me”

Helpful Report

Posted 5 years ago

“I ordered 5 x sinks in March 2020. When they never arrived a week after expected date I contact Wayfair where they advised they were never sent and they re-organized a new shipment to go out in May 11th. When the sinks weren’t received again I rang to be advised they were discontinued!! Two months I had been waiting for these sinks abs had cabinetry made and not even a phone call to advise me of the cancellation!!! Disgusting service.”

Helpful Report

Posted 5 years ago

“I was enrolled in a promotional plan my payment was due on 4/12 I didn’t receive the bill until 4/14 I did not get any reminder emails. I had made a payment to my account 2 weeks before over the minimum payment and now I’m being charged 1200.00 because I missed an 89.00 payment. My husband and I live in NY he’s an essential worker, we are all facing terrible times and when most businesses are helping customers Wayfair is not bending. I emailed the CEO and he refused to help”

Helpful Report

Posted 5 years ago

“First, during shipping, the product - a TV stand - was tossed about so when the package was opened, styrofoam snowed out. Took two hours to clean up. Then, the quality of the product was questionable as some parts were teeny tiny chipped off. But maybe it was small enough not to be noticeable. After discarding the packaging, I realized that they had sent the wrong model. So instead of being mostly wood with a bit of white, it was mostly white with a bit of wood. THEN, when trying to assemble it, the instructions for the product indicated pre-drilled holes to screw parts in that do not exist. On top of that, the manufacturer of the product listed online is not the same as the one who actually made it. I will NEVER order anything from Wayfair EVER AGAIN. I gave them a chance, and I got robbed.”

Helpful Report

Posted 5 years ago

“Late delivery (by 4 days) Product not as advertised (sofa, very different color) Poor customer service.”

Helpful Report

Posted 5 years ago

“I ordered a bed for my son mid April and was told it would be delivered on the 5th May but no delivery turned up(was at home all day due to the current restrictions and being on furlough),we called them to find out more information but got told it would be delayed again,we checked on the website a few days later and it had got delayed yet again and when it didn’t turn up on the day it said on the website we gave them a call now being told it would be the start of June,I got off of the phone to them and discussed this with my husband who had since found another bed from another retailer so we decided to cancel the bed from wayfair and buy the one which he had seen.We then called wayfair to cancel the order and was told we would receive an email confirming the cancellation request within 24 hours or so,a few minutes later we received an email saying our order can’t be cancelled due to already being dispatched and a delivery date of the 14th may(which was the same day)-I thought it was all a bit strange as they initially gave us a delivery date of the start of June only to have it changed to the exact date we made the phone call to cancel only to be told we couldn’t cancel it.We tracker the delivery via the delivery company and there’s no updates on the tracking page.We also used the finance company Klarna which they work with and contacted them and got told that the order hadn’t been activated their end so there’s no reason it can’t be cancelled.Absolutely appaling customer service and lies and I’m glad we haven’t paid the whole balance in full.”

Helpful Report

Posted 5 years ago

“I’m only giving 1 star because i have too if that wasn’t the case I wouldn’t give a start at all. I would never purchase from Wayfair again. In MARCH i ordered a bed, the bed came with only the head, footboard and planks of wood (this took three weeks to come). NO side boards or slat support was delivered. I contacted Wayfair and told them the problem. They shipped me out a DAMAGED sideboard and NO slat support. during the process of this being shipped it got delayed for about a month and I didn’t receive the items till april. I contacted Wayfair in April about the replacement parts it is now MAY and i still have not received anything. Everyday i get told my items are going To be shipped on a specific day and then i get told they aren’t going to be shipped when that specific day approaches. I feel like Wayfair take peoples Hard earned money and in return give low quality items. I have also had reports from other people items that have been shipped out and they have received their items damaged.”

Helpful Report

Posted 5 years ago

“I’m only giving 1 star because i have too if that wasn’t the case I wouldn’t give a start at all. I would never purchase from Wayfair again. In MARCH i ordered a bed, the bed came with only the head, footboard and planks of wood (this took three weeks to come). NO side boards or slat support was delivered. I contacted Wayfair and told them the problem. They shipped me out a DAMAGED sideboard and NO slat support. during the process of this being shipped it got delayed for about a month and I didn’t receive the items till April. I contacted Wayfair in April about the replacement parts it is now MAY and i still have not received anything. Everyday i get told my items are going to be shipped on a specific day and then i get told they aren’t going to be shipped when that specific day approaches. I feel that Wayfair is a very unprofessional company. They like to take peoples money and not give products of good quantity.”

Helpful Report

Posted 5 years ago

“They have always messed up our shipments and recently didn’t make our order right. My family is very unhappy with the whole process.”

Helpful Report

Posted 5 years ago

“Wayfair has had my money since March 30th. It is now April 14th and they have not shipped in stock items and will not give me my money back. Their customer service is THE WORST that I have ever experienced. I'm not just being emotional, it is the absolute worst that I have even encountered. I will inform every person I encounter to stay away from Wayfair.”

Helpful Report

Posted 5 years ago

“Ordered over a month ago Item says preparing to ship Called all they can do is put me on hold then say we dont know Very frustrating I want my money back”

Helpful Report

Posted 5 years ago

“Ordered a bed 3 weeks ago. Have been charged THREE TIMES for it and it still hasnt even shipped! The delivery date has came and gone a few times now and now the shipper says they havent even received the item from wayfair yet.”

Helpful Report

Posted 5 years ago

“Absolute jike of a company, been waiting nearly 2 weeks for a refund rung up 3 times and twicw they havent processed the refund... very dodgy company.”

Helpful Report

Posted 5 years ago

“I placed an order on 20th April for a large outdoor sofa and got a confirmation email to say expected delivery 28th April! Great I thought! Not so much as on the 27th I rang to check it was coming as I would need to move a few things to get it through the house, oh no sorry it’s been delayed until the 11th May, ok I thought current climate with corona etc I was okay with that. I then get an email on the 7th May saying it’s been deleted again until the 12th June!!!!! Now who knows if it will arrive but if it does they will have had my money for the best part of 3 months if they do this to everyone think of the interest they are making on our money!!! I have spoken to them and told them that if it gets delayed again I will be cancelling, we have had some amazing weather and I’ve not been able to enjoy the product I spent my hard earnt cash on!! Not great service at all! At to top it of the order under my account still says arrive in or before May 5th! 😡”

Helpful Report

Posted 5 years ago

“Just wanted to thank everyone who took the time to review on here. I was about to spend £600 with them as a first time customer and just thought I'd check things out. SO glad I did! Will not be touching them with a barge pole!!! Thanks everyone!”

Helpful Report

Posted 5 years ago

Wayfair is rated 1.5 based on 2,303 reviews