Wayfair Reviews

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

1.5 Rating 2,309 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,309 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Customer Service
Communication Channels	Telephone, Live Chat

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

“Ordered multiple items and most took alot longer than delivery date stated. Then one item arrived looked nothing like the original photo and company wouldn't help with the collection of a large item dispite my offering to pay for the costs. I was inundated with emails when items were delayed and the whole thing was a massive pain in the neck. Wouldn't recommend using them at all.”

Helpful Report

Posted 7 years ago

“I have made several purchases recently from Wayfair and have found that Wayfair have been unable to deliver some of the items we have ordered mainly due to the courier company Hermes who have returned the items to you without trying to deliver them first. I have contacted Wayfair customer service on 5 occasions and tried to get the items refunded, I have met with resistance to this and in my last phone call with a customer services manager whose name is ‘Ben’ I have been informed that he would not agree to refund me despite the items being returned to him over 10 days ago. He would not agree to speak to me as I had told him I was about to take legal action against Wayfair and he made no effort to reasonably resolve the issue. I am owed £22.98 for the order 2962149354. I have tried now on 5 occasions to get this money refunded and have failed. Ben and his colleague Connor have told me that I need to wait 5 days for this to be ‘processed’ and that they could not confirm to me that I would be refunded – I am not waiting a further 5 days for the refund as I see this as an unreasonable delay to an already delayed refund.”

Helpful Report

Posted 7 years ago

“terrible experience with Mayfair. Ordered curtain rails. was waiting for 40 days, and finally received an email of the cancellation of my order. I ordered the second one, delivered damaged and not the model I paid for. Totally different model. Some parts are missing. Customer service is unavailable second day Telefon number on the web site is also unavailable. online return form doesn't allow me to submit the form and saying" sorry we are not able to complete come back again soon" awful service. do not buy anything from this site!”

Helpful Report

Posted 7 years ago

“DHL is a horrible delivery service used by Wayfair. The heavy furniture I ordered was left outside (nowhere near my flat). I was in all day waiting for the driver. Had to lift the heavy furniture by myself as I live alone. They have no consideration for elderly, ill, pregnant customers or even average sized women like me. All customers are not strong men who can throw a bed and mattress over their head. I have hurt my arm and neck moving the furniture into my flat. Never ordering from wayfair again.”

Helpful Report

Posted 7 years ago

“Order lost by delivery company. It took me 4 days for the delivery company to admit the order was missing then I contacted Wayfair to get a solution. A next day delivery order is still not delivered after 10 days. Customer team is useless, delivery solutions team has another 5 days to "investigate" the issue and no way to contact them, company should send a replacement order and then deal with the delivery company but customer should receive their order ASAP. Worst service ever. I would never buy from them again. If the order goes smoothly it's fantastic, but any minimal issue turns into a nightmare.”

Helpful Report

Posted 7 years ago

“Did not receive the furniture we ordered. No correspondence to say why it couldn’t be delivered despite it being arranged on three separate occasions. Not received furniture or refund will never order from this company again. Service non existent and customer service terrible. Going to report to trading standards”

Helpful Report

Posted 7 years ago

“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 7 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 7 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 7 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 7 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 7 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 7 years ago

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

Helpful Report

Posted 7 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 7 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 7 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 7 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 7 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 7 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 7 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 7 years ago

Wayfair is rated 1.5 based on 2,309 reviews