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

“Horrible experience! Ordered a Hillsdale desk and it came broken. Called immediately for a replacement and it has been 13 days and I still don´t get it. Wrote a negative review on the product on wayfari.com and they won´t post it (it doesn't have any bad words or anything, it just says the product is broken and I added the pictures). Customer service is the worse, they keep saying sorry but no one does anything about the problem.”

Helpful Report

Posted 6 years ago

“Ordered a bed and was given a delivery date - half of my bed was delivered and was told they have no idea where the other half is or even when it will be delivered! I am 8 months pregnant and am now so sleeping on the floor waiting for this bed! Way fair did not care in the slightest - rude and extremely poor customer service AVOID AVOID AVOID”

Helpful Report

Posted 6 years ago

“Ordered the items then got a text givin me a two hour delivery slot fir yesterday but nothing arrived. I emailed the delivery company who did not respond and rang wayfair wi said they could attempt three times so not to worry. I explained they had not attempted at all but I had waited in all day. Wayfair didn’t care. Now I have no idea when to expect the good and darent take more time off work to wait in fir something that might never happen”

Helpful Report

Posted 6 years ago

“Given it one star as cannot continue with a zero. Ordered garden furniture 3 weeks ago, they took immediate payment from my bank. Didn’t arrive the following week then looked on the app to discover it was coming the following week - no notification! It then arrived on Wednesday 4/5 boxes. I have now made 6 calls after receiving no call back as promised, and have been told they’ll have to re-order. I’ve asked them to collect & refund. Do not use this company!”

Helpful Report

Posted 6 years ago

“I am only giving a 1 star due to there not being anything smaller ordered an item didn't arrive have now waited a month for a refund after being told to contact my bank with an arn number which bank say only wayfair can trace!! Had enough it's not fair all staff contradict each other!!”

Helpful Report

Posted 6 years ago

“I am happy with wayfair products but the packaging is non biodegradable polystyrene bits. The sellotape is plastic. The packaging should be biodegradable corn starch pieces and anythingbut plastoc degradable stickers. For a mail order company this should be a given”

Helpful Report

Posted 6 years ago

“I purchased 2 items but both cancelled, only one was refunded! I have called customer service a few time but with still no refund. All the people I have talked to have never said sorry and they have seemed really disinterested in my problem. Still waiting for my refund today!! Not happy at all. Your company needs some customer service trading asap!!”

Helpful Report

Posted 6 years ago

“Extremely Disappointed Have ordered a first wardrobe on the 5th of March with a delivery date at the end of the month. A few days before expected delivery day I've received an email saying that the item was discontinued and therefore my order has been cancelled and refunded. Phoned Wayfair to find out what was going on, they were very apologetic and gifted me £50 of credit for the inconvenience, which I've spent towards ordering another wardrobe from them. The second order was placed on the 29th of March with delivey date yet another month away. As the delivery date was approaching I've received another email saying that my order was being delayed and my new delivery date will be mid July which is almost 3 months away! Not willing to wait that long I've phoned Wayfair customer helpline and asked to cancel the order. I was assured that my order was cancelled and I should receive a full refund in a few working days. Which I have not. So phoned them again to find out that my order was NOT cancelled, as they have to contact a manufacturer in Germany to request the cancellation (why wasn't it done the first time?). So I need to wait several days for the cancellation to be requested, then another several days for the refund. 2 months on I am without a wardrobe and without my money so I could purchase one elsewhere. Being messed around like this by a supposedly reliable company like Wayfair has put me off buying anything from them ever again.”

Helpful Report

Posted 6 years ago

“Exceptional quality and customer service”

Helpful Report

Posted 6 years ago

“ordered a garden parasol £350. back in March! they cancelled my first order!!! something to do with different billing and delivery address! and now still waiting for new order to arrive. JOKE. wont be using these again.”

Helpful Report

Posted 6 years ago

“Utterly dreadful. Do not buy from this company. Ordered a dressing table, stool and mirror, arrived damaged and marked. Was dreadfully low quality and asked for a full refund. Have been charged for returning the item to cover postage and packaging! And yet on the date selected for the courier to come no one arrived. Still waiting for the parcel to be collected and therefore have still not had the refund! Appalling company. Will never buy from again and will never recommend.”

Helpful Report

Posted 6 years ago

“Ordered £700+ worth of garden furniture, which was supposed to be delivered 18/04/2019. To then receive a text message to say it would be delivered 19/04/2019 @9:45am. We weren't happy it had been pushed back a day because we had taken a day off work for delivery of the item. however this morning when the parcel was supposed to be getting delivered we received a text @8:30am, yes an hour before it was meant to be with us.. to say it hasn't reached the driver in time to be delivered so they will be in touch to re-organise delivery. if I'm being honest I think this is appalling service considering we've spent £700+ on garden furniture and if we knew it wouldn't be delivered by this weekend (THE HOTTEST WEEKEND DUE THIS YEAR) we wouldn't have ordered with WAYFAIR. we would have ordered with a company that we have used before and delivers when they say they will. It almost feels like they have taken the order quickly and proposed that they will deliver it when in actual fact I don't think delivery Thursday or Friday was ever going to happen. disgusted!!!”

Helpful Report

Posted 6 years ago

“First time I have ever used wayfair, the wrong item was sent. Customer service was poor, have to wait over a week for replacement item and arrange for pick up of the wrong item. No compensation offered, I was just thanked for shopping with wayfair. Would not recommend nor would I use again.”

Helpful Report

Posted 6 years ago

“I ordered a large wall print £70 which l feel is a expensive print . It came on date given . It was draped in small thin bubble wrap then brown paper .. nothing protecting in transit.. The print so disappointing the finish was very poor a plastic print stretched over a thin wooden frame with staples and gaps causing ripples. No hanging attatchment either . Very poor quality for money”

Helpful Report

Posted 6 years ago

“Well, I was the victim of Bait and Switch. Bought chair on clearance. You charged me, sent expected delivery date, but apparently my chair vanished, just vanished into thin air. However if I still wanted it, another one from regular stock could appear at full price. What BS. You guys must think your customers are fools. Order #2901523469. Shame on you.”

Helpful Report

Posted 6 years ago

“I ordered a bedspread from Wayfair, using their free postage event, the item arrived , really thin, poor quality, so I organised a return, have to pay, £4.99 return fee, which is fair enough, however they are taking another £4.99 off my refund! So costing £9.98, to return! Using Resolver to complain.”

Helpful Report

Posted 6 years ago

“I searched Wayfair's website looking for a bed for my granddaughter. I came across a bed which I liked and saw it was a Platform Bed. Perfect since I would not need to purchase a box springs. The bed came long after they said it would but more importantly, there was no platform, but it was never intended to be a platform bed. I emailed customer service and was assigned A young lady to work on my case. Through probably 6 or 7 emails she insisted I choose a box springs from their website and she would have it shipped free of charge. It is a good month later and I am still waiting for the box springs. Her excuse is now the supplier having a delay in receiving the box springs. There is no excuse for false advertising and having your customer repeatedly ask for their promised merchandise. I, like so many more, will never order from Wayfair again.”

Helpful Report

Posted 6 years ago

“Please d not order anything from this compay I ordered a rug from this company a couple of days ago. On email confirmation it said that the estimated delivery is going to be on 24 April. I called their helpline the next morning and asked them to confirm that the item will be delivered on 24 April as I had to organise for somebody to stay at home to pick up the item. It was confirmed that this items will in fact will be delivered on 24 April. I then had another email from the company to say that the rug is being delivered on 19 April instead. No explanation why this estimated delivery day has changed. I explained to their customer service team that I am in hospital on that day and cannot pick up the item. Can they deliver the rug as promised on 24 April. They refuse to honour their promise and said that if I am not at home on that day to collect the item they we will refund my money but will charge me for the delivery fee. They customer service team is extremely rude and totally unhelpful. I was going order a bed and number of other items from them but given my experience this will never going to happen.”

Helpful Report

Posted 6 years ago

“Ordered a desk and chair. Box was huge and extremely heavy. Delivery men left it by my garage without even the decency of ringing the doorbell. Senior citizens reside at my home. This was part 1 of a 2 item shipment. I thought the items are to be delivered at a minimum inside the front door. All I can say is that I hope they don't leave the chaise chair by the garage or it will be returned to Wayfair. You can then blame the lost revenue on your delivery men!”

Helpful Report

Posted 6 years ago

“I ordered a duvet set from Wayfair as they were a large, well known company. No faults with any process except for the duvet set itself and the return process. When I inspected the duvet, I found the colours and pattern not as vibrant as the picture had shown and for £48.99 (king-size). The quality was not that good. My shock was the size of the pillowcases, which were huge and base colour was different from cover. I admit that I hadn't read the returns rules and regs and was not happy to pay for the privilege of having to return it. Never had to pay for a return before so will not be shopping with wayfair again.”

Helpful Report

Posted 6 years ago

Wayfair is rated 1.5 based on 2,303 reviews