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

“Purchased a tengan wardrobe and on opening found out this was a Lennart Art05. The design is the same but it can be had for much lower price elsewhere. Tengan furniture is very poor quality like IKEA 30 years ago. If you want flat pack IKEA is now much better quality than tengan or Lennart which ever it is. In summary if you want Tengan don't bother it is very poor quality, if you still want it search for Lennart Art furniture instead and buy much cheaper from other suppliers than Wayfair. Wayfair did offer a refund providing we repacked which for 5 very heavy boxes was impossible. Don't bother, go to IKEA instead at least you can see the quality of the item or buy Lennart not tengan and save lots of cash.”

Helpful Report

Posted 6 years ago

“Twice I've ordered from wayfair and twice item was not delivered, lots of phone calls, time off work waiting for deliveries that just didn't turn up, got refund in the end and as a gesture of goodwill a 10% discount off my next order ! Of no use to me at all as I would have to be stupid to order off them again. Do not use this company, they are dreadful !!!!!”

Helpful Report

Posted 6 years ago

“Wish I had read reviews before ordering. Week after expected delivery date, I emailed to enquire where my order was, told a “delivery specialist” was dealing with my order, another week gone I emailed again, received a message to say I could re-order, (err why?) and expect delivery within a week or wait 3 - 5 days for a refund, Won’t order from Wayfair ever again.”

Helpful Report

Posted 6 years ago

“Quite frankly appalling customer service. Having ordered a shed I was given a delivery date, a week after this date still nothing from Wayfair. 10 days after placing the order I had to contact them to ask what was going on. They then decided to tell me that they no longer delivered to my area, and immediately cancelled my order with no decent explanation as to why my order was accepted, processed, “shipped” with no communication of this inability to delivery. Certainly won’t be back and would recommend all customers go elsewhere!”

Helpful Report

Posted 6 years ago

“Hate their return process. I wanted to return a couple of items as they weren’t as expected but I had to return via their process, I ended up having to pay almost £15 to return 3 items separately when I could have sent back In one package for the half the price. The items were also heavy so I could not select the option to deliver to local collection point, so had to select a collection from my property. I received no email providing me with a rough collection time so had to stay in all day waiting. I contacted them a few times asking to send back myself but they refused.”

Helpful Report

Posted 6 years ago

“I bought a sofa...excellent quality and price. Some months later two buttons came off - not fault of sofa but my grandchildren being overly boisterous. Buttons lost. I rang wayfair to ask about spares....none available for that product. However the lady contacted the warehouse to see if any were 'laying around'...twice she rang me, some found and sent to me, no cost. What truly amazing customer service. Will not hesitate to return.”

Helpful Report

Posted 6 years ago

“Customer Service is excellent!! Calls are answered quickly by very polite and helpful staff.”

Helpful Report

Posted 6 years ago

“I was sent the incorrect item. Whilst customer service representatives respond quite quickly their problems solving skills are limited. They were unable to swap the item and stated I would need to make a new order. They also tried to charge me £.6.99 the cost of the return. I had to take the item to a local collection point, I don't usually mind this but in this case the item was a large, heavy bookcase which I struggled to carry. There has been a fault on the website for over three weeks meaning I have been unable to order the item I want. I feel my complaints are dismissed and staff are disinterested. Surely this is having a financial impact on Wayfair, yet they have been unable to address this. I find the website misleading with little information about how the products are made, for example stating manufactured wood. However to find products vary greatly in quality. Furthermore the same image was used for a bookcase apparently made by two different companies with two very different prices. With the limited information provided it is impossible to understand how they are different and to justify the cost. I have found the experience very frustrating and time consuming.”

Helpful Report

Posted 6 years ago

“If I could give Wayfair a zero I would. They don't deserve a one-star! The bed we ordered came with the million small plastic pieces and they weren't all in perfect condition and I did not send extras. This is the cheapest made piece of furniture I have ever purchased and paid way too much for it. This bed is junk save your money shop elsewhere.”

Helpful Report

Posted 6 years ago

“Very pleased with a customer service.The ceiling lamp I bougt stop working after month.Contacted with a customer service and received a new product to Ireland less than a week.Thanks for this.definatly buying again.”

Helpful Report

Posted 6 years ago

“I hope this review will help those who were sent a wrong and much cheaper headboard than what they ordered but did not even know this and seemed happy with what they were sent. I recently ordered a Ryan Upholstery Headboard but was sent one that I initially thought was wrong in color only, so I called Wayfair to ask for a replacement. The investigation later, however, was that the correct item was sent and the replacement was cancelled. Because I truly believed the color was not the light grey I order, I examined the headboard shipped to me more carefully with reference to what is advertised on Wayfair’s website about this Ryan headboard. It turned out not only was the color wrong but the item was not ‘Ryan’ at all, but seemed to be a much cheaper headboard called ‘Cynthia’. I went through the reviews on the Ryan headboard: some complained that their Ryan headboard was wrong in color like I initially did; others said they were very happy without realizing the headboard was from a much cheaper series. (The Cynthia headboard and the Ryan one show apparent difference not only in linen but also the design like the patterning of buttons. I felt so sorry that such noticeable differences had not been realized by some happy buyers, who I think have been financially taken advantage of or cheated.) I asked for a full refund and thought it would help future buyers to write this review.”

Helpful Report

Posted 6 years ago

“Placed and paid for.my order and 2 weeks later had an email to say I was getting a refund. My order had been discontinued! Rubbish! If I hadn't have contacted them I think I'd still be waiting!!!”

Helpful Report

Posted 6 years ago

“Absolutely shocking service. I ordered a sofa one month ago that still has yet to arrive. After initial delays in shipping (whatever, it happens), it was transferred to Hermes for delivery. Hermes held it in their local depot for weeks; after complaining to Hermes, they told me it was Wayfair's fault -- they noted that Wayfair sent it via small parcel courier (yes, a sofa is a small parcel apparently!!) and was too heavy for their day-to-day deliverymen. After notifying Wayfair of this, they lied and said that Hermes had attempted delivery multiple times (verifiably untrue), and unilaterally decided to ship me a replacement sofa -- via the same shipping method as before! Unsurprisingly, it's now stuck at the Hermes depot - just like before. I am truly shocked at the sheer incompetence I've dealt with during this process. Wayfair is a truly reputable and excellent company in the US -- what on earth happened with their UK outpost?? Will absolutely be the last time I order from them...beware.”

Helpful Report

Posted 6 years ago

“I bought some fake flowers and when they arrived I discovered that they were really cheap looking and that you can spot a mile off that they were fake! I was so disappointed with the 4 I had ordered that I wanted to send them back, but the not so customer friendly Wayfair wants at least £4.99 (postage) for each item to be returned. So each item costs £8.38 and they want £4.99 postage each, as apparently they are sold separately and they can only be returned that way, even though they were in the same order and arrived together! This was my last order with them.”

Helpful Report

Posted 6 years ago

“I purchased a pillowcase which on its own would be a reasonable quality. However, it was to go with Belledorm sheets with a 600TC. The differences in the TC was definitely noticeable and I therefore decided to return the pillowcase. This is where Wayfair failed very badly. The Wayfair return policy states "Please note you are responsible for the cost of returning items. “If you choose for us to arrange for them to be collected” and/or shipped the return shipping charge can vary between £4.99 - £14.99. I contacted Wayfair advising I did not "choose" to use their collection service. Wayfair then refused to provide a return address stating the only way to return an item is to use their own service with the carriage being deducted from any refund. I checked the cost Royal Mail signed for service would be £2.03. for the return of my single pillowcase. Buyers beware returning items using Wayfair's return system is very costly. In my case not worth returning the item! I have now looked on the internet and was shocked at the number of people with the same complaint (many even charged when the item was returned as faulty). Wayfair this is a "TOTAL RIP OFF" and not what you would expect from an on-line company where people can't see before they buy.”

Helpful Report

Posted 6 years ago

“This company's behaviour is dreadful. I ordered a garden bench, listed as in stock on 23rd April. I received notification after 2 days that it had been shipped, then heard nothing more. After two weeks I chased it. I was advised that my query would be passed on to 'specialist delivery team' for investigation and that they would get back to me by the end of the next business day. It took 3 days for them to contact me: with an email to say the item had been re-ordered and that it will be delivered by 19th July. That's over two months from now. No explanation was offered as to what happened to the item which they claimed was shipped. I have been trying to phone customer service now for over 6 hours. The number is continusly engaged. AVOID this company”

Helpful Report

Posted 6 years ago

“I ordered a glass coffee table from Wayfair and received a delivery date which was acceptable as I didn't need to take leave from work. A week later I received notification from Wayfair to say that the order was arriving earlier than expected. Under normal circumstances this would be very welcome but I could not get time off of work and there was no way of rescheduling the delivery with UPS as I didn't have an account with them. Frustratingly I had to let the order be delivered and taken away so I could then rearrange another date. Can somebody explain how that is beneficial to anyone. Fuel costs, environment, couriers time, my time etc. Absolutely rubbish. I was furious. Anyway I did receive my order on the day I had rearranged, however the box was in tatters. It was ripped and falling apart. The UPS guy who delivered it wasn't interested in waiting for me to just check it was OK. It was a very expensive coffee table and I was nervous about what I'd find damaged. Thankfully it was OK. It's not the most horrendous of experiences, but I feel that in the days of being forced to shop online due to lack of high street choice, these online companies need to realise that there are customers at the end of the order. I'd prefer to go to a store and buy there and then and be in charge of getting my purchase home, but we can't. Everything is online and we are at the mercy of their delivery times and schedules.”

Helpful Report

Posted 6 years ago

“I ordered a armchair and side table . Before the armchair was dispatched I changed my mind and cancelled the order. However Wayfair had charged me and 2 weeks later still not been refunded the amount ! When I go online to check status of my refund and order, there is nothing showing under my account !! Terrible ! Instead of spending so much money on tv advertising , maybe they should spend money on getting the customer service right !!!!”

Helpful Report

Posted 6 years ago

“I ordered a ceiling light from Wayfair around 20/4/19 which arrived in around 3 days on fitting the light I discovered that it was faulty, so straight on to customer services and the girl was so good ordered a replacement right away and said it should arrive within 3/4 working days now its 8/5/19 and a few more calls and the item still has not arrived due to the first one being lost somewhere so another replacement has been ordered which should arrive in 3 working days ( only deliver Monday to Friday ? people need a rest the customer service gentleman advised) so if the replacement does not arrive on 13/5 as promised i will be requesting a refund , either way i will not be ordering or recommending this company to anyone”

Helpful Report

Posted 6 years ago

“bought a ceiling light on the last week of April 2019 which arrived promptly very pleased, once the light was put up I discovered it was faulty so it was straight onto customer service the girl was very helpful and ordered a replacement which should arrive within 3/4 working days, 2 weeks further on and another phone call to customer services the gentleman advised that there was a problem with the first delivery in that it has managed to get lost so another has been ordered and it will take another 3 working days it seems in this day and age they have not caught up with 7 day delivery days , if this does not arrive on Monday i will be cancelling and requesting a refund not a company i will be dealing with or recommending to anyone else”

Helpful Report

Posted 6 years ago

Wayfair is rated 1.5 based on 2,303 reviews