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

“Seen a lovely dining table and chairs in sale thought fantastic I’ll get that and it will be lovely for Christmas, table was priced down to 149.99. Went through the whole process of payment to be hit with a £300 delivery charge. I mean on what planet are Wayfair on....I live in Belfast so was expecting an additional charge but that is just day light robbery...needless to say I gave my money to another company with more reasonable charges. Wayfair needs to review their charges as like myself it will put customers off shopping with them.”

Helpful Report

Posted 6 years ago

“delievered me wrong order did not deliever the new order on time. Rep on phone completely misinformed me”

Helpful Report

Posted 6 years ago

“Multiple missed delivery times despite assurances from Wayfair including evenings spent on a building site waiting for product to arrive. No communication from couriers used by Wayfair. Total disregard for customer, first and last time using this shoddy outfit.”

Helpful Report

Posted 6 years ago

“Worst shopping experience ever! Ordered a door to be delivered 3 days later, after 2 weeks 5 delays and various phone calls still no door. I couldnt even get to speak to a manager!”

Helpful Report

Posted 6 years ago

“Terrible returns policy- prohibitive and wasteful, not just expensive (£6 per style, so if returning 2 items £12 and so on.... even to the same address!). If this is their attitude to customers, and to the environment then I wonder what else they're doing.”

Helpful Report

Posted 6 years ago

“Terrible company do not care about their customers. Ordered delayed by 1 week due to loading error left to sleep on mattress on the floor. I was given no priority. Complained and given 10% off next order with a 2 month expiry date. Insulting. Just another way of getting more money out of me. Left feeling unvalued. Will not be using again.”

Helpful Report

Posted 6 years ago

“Account hacked and orders placed with my account details using a different email address. Locked out of my own account with at least one transaction showing as £350. Wayfair took 3 days to respond in which time the transaction had gone through.”

Helpful Report

Posted 6 years ago

“I placed a order for a wardrobe to be delivered on Tuesday 23rd Oct along with another item which was due to deliver the Friday before, The first delivery was sent to number 26 in my street and not my address at number 9. I call wayfarer to advise they had delivered incorrectly and they said they would amend deliver and have product re-delivered etc. The first item did arrive but my wardrobe was delayed to start with but they arrange for delivery today Monday 29/10. I had taken a day from work to receive delivery and put it all together only for the delivery to be 1 hour late and then still go to wrong address. When spoken with delivery company they said they could not deliver to my address 15 doors down the street and i would have to get in touch to re-arrange order. I spoke with drivers on there way past my door who explained it was nothing to do with and Wayfair had messed up. Spoken with Wayfair who said it would be re-delivered in 2 days time which was no good for myself due to work commitments so instructed to cancel order which I'm now told will have to wait till parcel is back at Wayfairs warehouse when they can then process refund witch will then take a further 3 to 7 working days. So all in I'm without a wardrobe for over 2 weeks since order and now must await money to go purchase from somewhere else for possibly another 2 weeks. Needless to say the 1 star is only option available or would not received this mark. Never going to use Wayfair again after this”

Helpful Report

Posted 6 years ago

“This has been the second purchase I've made from wayfair, the first was last year and we had a nightmare with the delivery of it. It ended up being delivered to someone else although they were adamant it had been sent to me and I'd signed for it! Recently purchased a garden storage box, the delivery of it again was unacceptable and when I opened the package it was cracked in areas and plastic had broke off corners, hence being useless for outside! I will not be ordering anything from here agian”

Helpful Report

Posted 6 years ago

“Unimpressed, poor communication, broken promises. I cancelled my order.”

Helpful Report

Posted 6 years ago

“I ordered a corner sofa quite a few weeks and was given a timeline for delivery by October 16th. However, no contact from the couriers to inform me of any delivery slot so chased up Wayfair. They contacted the couriers, XDP and informed me that they had left me a message the night before to arrange a delivery time. This is completely untrue, no message and not even a text or email which phone records would easily prove. Then Wayfair said the couriers would call that day which they never did. They would not provide me with a direct number or contact for XDP either. I called the next day and then they contacted the couriers who contacted me within 10 min only to tell me that I'd missed the slot and that delivery will be sometime next week but couldn't give me a time. Plus they said it could be a call the night before and at that short notice I cannot take time off work. I was furious with them as they said they had contacted me and left a message but this is not true laying the blame on me. I also reiterated, the fact why would I bother chasing up if I had received a message and the fact you couldn't bother to call me back on the day when I complained. I cancelled my order after waiting for weeks given their incompetence and confidence in their ability to deliver. I'm now frantically searching for a sofa which I needed this week which will cost me more but at least I'll have a sofa. I would advise like many on here, don't anticipate on time delivery and be prepared for a lot of hassle if you do order from them but I certainly would recommend to anyone I know stay clear from them!! You might be a lucky one and get something delivered on time. Anyway, I'm looking to see if I~ can seek compensation of the stress and hassle and taking time off work. They shouldn't be allowed to get away with this.”

Helpful Report

Posted 6 years ago

“Do not buy from this company, there items aren't even in England & they hardly communicate with the couriers it's a waste of time and money I repeat do not buy anything from wayfair!”

Helpful Report

Posted 6 years ago

“Returns Policy is entirely unsatisfactory and only offered almost half of the original price. I won't use this Company again!”

Helpful Report

Posted 6 years ago

“Ordered bar stools that were advertised as “adjustable” after an hour plus of assembly, they were not adjustable. I tried to unassemble and could not get them apart. They are too large to fit in my car to bring to Goodwill. Wayfair sent me replacement bar stools. I want to send them back because I don’t want 4 bar stools that I can’t get rid of. The replacements are still in the box. They will only return them if I drag them to Fed Ex and pay 23$ for return and get store credit. I won’t order from them ever again! I have spent thousands of dollars with this company. Brianna was unhelpful - just horrible!”

Helpful Report

Posted 6 years ago

“I purchased 2 lampshades, that I had every intention of keeping, but when they arrived there were more suited in size to a doll's house rather than my own. Nowhere was it made clear that the size referred to the base measurement, so I assumed it was the top of the lampshade. They are wanting to deduct £10 to return these items, which I think is excessive.”

Helpful Report

Posted 6 years ago

“Very poor quality products received and when I looked into returning the items they want to charge me £200 for cost of shipping! Nowhere is it advertised that it would cost that much to return your order. It's safe to say I would never ever shop with Wayfair again. Terrible service.”

Helpful Report

Posted 6 years ago

“We ordered a king size bed and mattress. The mattress is about 1 foot short of the bottom of the bed. After giving the mattress a great review I wish I hadnt. The mattress is not fit for purpose. It's gone really wavy with b7mps all over it. We will never have a foam mattress again We have constant back ache from the mattress.”

Helpful Report

Posted 6 years ago

“I ordered some new furniture for my new flat, around 14 items from beds to decorative flowers. I made it explicitly clear that I didn’t have access to the flat until Thursday 4th so could I arrange everything for the 5th. I was told “absolutely sir, not a problem”. For the following 7 days, I had around 20 calls from delivery drivers waiting outside my new flat trying to deliver items. I must have spoken to the Wayfair team 5/6 times to repeat the same thing about the Friday delivery to still end up with people turning up. I was then told that Wayfair have “no control of their supply chain delivery time” as they are a “drop ship company”. This meant that for me to have received all of my items I would have needed to take a week off work! When I did get my keys to the flat, I then found a number of parcels had been left on the doorstep instead of a safe place. I also had one delivery driver who decided to pick up a phone call to his “baby girl” whilst delivering one piece of furniture and decided to have an explicit phone conversation with her that evening. Still here waiting for a second bed and a mattress. Terrible service and what is worse is the fact Wayfair actually try to justify the poor experience by blaming their supplier chain. If you want a massive headache and no idea when stuff will arrive, use Wayfair. If not, there are plenty of other services that provide an actual customer experience.”

Helpful Report

Posted 6 years ago

“Orded items and wont accept my password to set up account.really dissapointed.”

Helpful Report

Posted 6 years ago

“Wayfair are using UKmail part of DHL after 4 atempts to deliver (every time the wrong address and number!) I just gave up with them. They did respond to my emails quickly but could not organise the delivery side of things. Total waste of my time.”

Helpful Report

Posted 6 years ago

Wayfair is rated 1.5 based on 2,302 reviews