Wayfair Reviews

1.5 Rating 2,188 Reviews
11 %
of reviewers recommend Wayfair
1.5
Based on 2,188 reviews
Shipping & Delivery
Delivery Methods
Courier
Average Delivery Time
Over A Month
On-time Delivery
Greater than 21%
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
Read Wayfair Reviews

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 2024
Nicole K.
Wayfair 1 star review on 10th October 2023
Anonymous
Wayfair 1 star review on 23rd September 2023
MikeB
Wayfair 1 star review on 21st August 2023
Kate
Wayfair 1 star review on 21st August 2023
Kate
Wayfair 1 star review on 21st August 2023
Kate
Wayfair 1 star review on 21st August 2023
Kate
246
Anonymous
Anonymous  // 01/01/2019
1
Nicole K.
Wayfair is incredibly vile. There is a reason Wayfair will never be able to compete with Amazon. This heavily due to its customer service. I can't think of a single company that would behave the way Wayfair has. I placed an order for 2 sets of night stands. I immediately noticed the order had my old address. Right away, I used the "update address" option. I was confident this worked. The next day, I got a notification that my order shipped to the wrong address. I contacted Wayfair and they informed me that I should be able to contact FedEx to change the address. I contacted FedEx and they informed me that I needed to have the shipper make the update. Next, I contacted Wayfair once again. Wayfair instructed me to call back the next day when a supervisor is present. The reason I was given was that a supervisor could contact FedEx. I contacted Wayfair hoping for a supervisor the following day. Then, I was informed this was not an option at all. Wayfair instructed me that I should go to my old address and pick up the items or place a hold on the items and pick them up. Sidenote, placing a hold wouldn't work because my ID would need to match the address for pick up. Anyway, I tried my hand at explaining the situation to the person who runs their Facebook account. They informed me that it "wouldn't be hard" to lift the 4 packages each weighing 65 pounds and load them into a car, if I have another person. There are so many things wrong with telling it should be hard to lift things. The biggest problem is that this was an extremely ableist comment. I guess the business is only accessible to able bodied people. This served as a reminder that I can't do some of the same things because I have cancer. I confronted the person I spoke to on messenger about their response. The resolution was FINALY to have the product returned to the warehouse AND repurchase at a higher price. Screenshot of message from Wayfair Facebook.
Wayfair 1 star review on 24th February 2024
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Posted 1 month ago
1
Verified Reviewer
Wayfair has input a ban on my account for no reason when I ask for the updates of delivery schedule and they tell me they ban me because they cannot give me a update. They say I am better buying from a brick and mortar. I have all your emails saved. No matter how many items you have in your website, I have understand that i will never buy from you again.
Wayfair 1 star review on 10th October 2023
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Posted 5 months ago
1
MikeB
I placed an order at Wayfair for a stove Then 11 days later when I checked on the tracking It said my order was canceled! After a few attempts to contact Wayfair I was told the ad was a "mistake" And they tried to sell me similar stover for over 6 times the price of what I paid It is the old bait and switch scam I thought that Wayfair would honor the ad since they posted it but I was wrong They are not a good company and I will never buy from them again I closed my account with them and I am telling everyone about my experience with them And every single person has said they should have honored their ad It was just the right thing to do Every Single One! Do not buy from them! They could still be having "mistakes" in their ads
Wayfair 1 star review on 23rd September 2023
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Posted 6 months ago
1
Kate
If I could rate this lower, I would. Terrible experience ordering this item. I have had to arranged returns and have a replacement sent out three times. Every time it has arrived significantly damaged. After receiving the last replacement, we concluded that any further replacements would arrive damaged. My husband decided that we would keep this item and he would replace the hooks that were damaged and see if he was able to repair the rest of the damage. I contacted Wayfair, explained the situation, and they refused to give me an adequate refund due to ‘system limitations’. Highly disappointing and now I will be left no choice but to obtain a partial refund via my bank instead. It’s a shame, as there are lots of nice items on here, but given the state of arrival and the difficulty being appropriately compensated, I’m unlikely to return.
Wayfair 1 star review on 21st August 2023 Wayfair 1 star review on 21st August 2023 Wayfair 1 star review on 21st August 2023 Wayfair 1 star review on 21st August 2023 Wayfair 1 star review on 21st August 2023 Wayfair 1 star review on 21st August 2023 Wayfair 1 star review on 21st August 2023 Wayfair 1 star review on 21st August 2023
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Posted 7 months ago
1
Deanna Grey
I won't recommend buying from Wayfair. I bought a coach over $ 1000, and it is very poor quality. Wayfair won't disclosure return shipping cost when you buy it, and they know how much it would be exactly because they have your address. They will disclosure it immediately when you start return. You will have to bring to FEDEX very heavy boxes yourself.
Wayfair 1 star review on 11th June 2023
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Posted 9 months ago
1
Amir
i ordered Alverez 151cm Arched Floor Lamp online , they sent me 10 bulbs instead .(wrong item) i reported online to customer services but they confirmed to send it again , after few days I had delivery , same mistake , they sent me another 10 bulbs instead . even small business doesn't do this mistake 2 times . i was asking for refund , they said you have to return it first an then you will get refund after 3-5 working days . they did mistake and they hold my money . poor services . big mistake to do business with wayfair .
Wayfair 1 star review on 21st March 2023
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Posted 1 year ago
1
Avoid Wayfair!
I bought a shoe cabinet, received with badly damaged box and damaged cabinet. Ask for a refund, but they will still send a replacement after two days. So now, I have to return one cabinet I received and the future one I will receive!! This means two days in the house waiting for picking up, and their system still requires paper printed label, which would normally be okay, but I ran out of ink and haven't used my printer for ages! Now I have to buy the ink to finish the return! Absolutely Dreadful! Amazon would be so easier, even cheaper! I was nut to choose to buy at wayfair. Amazon has a more efficient way to solve the problem peacefuly, rather than purely apologiseze with absolutely no single way to help! I felt being bullied by Wayfair, they still have my money for two returns, and what did I do to deserve this? Very very very bad choice!
Wayfair 1 star review on 13th February 2023 Wayfair 1 star review on 13th February 2023 Wayfair 1 star review on 13th February 2023
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Posted 1 year ago
1
Alicia
I own 2 companies that place orders at every vendor you can think of. Any time my client wants to order from Wayfair I know 100% there will be problems… always. Like everyone says, they script lies, and many times won’t grant you access to your own account, regardless of verifying name, address, order number, email address, product name and details… for a company to have the billing info for their clients on 50 different projects, when the billing address is different than their address, is near impossible. Why would you put someone who provides so much information in a position to lnownimpossible things to return a call to the delivery team trying to organize the details of a large delivery? Tina with the delivery team is the worst, has some giant ego for some reason, and won’t let you give delivery details they asked for in a voicemail. If I had an employee like this I would fire her immediately.
Wayfair 1 star review on 1st February 2023
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Posted 1 year ago
5
Yvonne From Charlotte NC
I absolutely love Wayfair! I purchased two grey high back dinning chairs and a console that I caught on sale. Extremally happy with the quality of all items! Just take the time to read customer reviews on the item that you decide to purchase because that helps to inform you of the quality!
Wayfair 5 star review on 12th January 2023 Wayfair 5 star review on 12th January 2023
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Posted 1 year ago
5
Mick
Wayfair have been absolutely excellent with dealing with a faulty table I had. They were very quick to apologise and send out a replacement Table straight away. I was kept updated throughout the whole process. Wayfair were exceptional . Thankyou
Wayfair 5 star review on 6th December 2022
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Posted 1 year ago
5
Anna S
Satisfactory
Wayfair 5 star review on 5th December 2022
Helpful Report
Posted 1 year ago
1
Gardenbug
They are advertising pricing they won’t honor, and their customer service reps are condescending and rude. We should all choose to not do business with companies this.
Wayfair 1 star review on 2nd December 2022 Wayfair 1 star review on 2nd December 2022
Helpful Report
Posted 1 year ago
1
Karen
I WILL NEVER BUY FROM WAYFAIR AGAIN! I was confident to buy my very first massage chair which cost more than $2k in price. I was so excited but not knowing it will never arrive. It was bought on Oct 9 and was expecting it on October 12. I called and chat with customer service many times to follow up. They cant tell me what was going on until until October 25 and informed me that the chair was lost in transit...so ok then I called again to speak with supervisor which she was kind enough to give me discount and said the chair will be replaced... I waited again until Nov 12. NOTHING! My last hope was maybe it was delayed again but no... THE REPLACEMENT WAS LOST IN TRANSIT! AGAIN? SO I CALLED CUSTOMER SERVICE AND I GOT THE MOST RUDEST ARROGANT ! I have said that maybe Wayfair dont even have this chair so it would be fair for me to get another model. He assured me that Wayfair will not send me another model but the same one... WHO IN ANY RIGHT MIND WOULD BELEIVE THAT WAYFAIR HAS THIS MODEL WHICH THEY HAVE LOST TWICE IN TRANSIT? SO TO MAKE MY LIFE EASIER... I ASKED FOR A FULL REFUND! BUNCH OF SCAMMERS!
Wayfair 1 star review on 19th November 2022 Wayfair 1 star review on 19th November 2022 Wayfair 1 star review on 19th November 2022
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Posted 1 year ago
1
Karolina
Avoid this company !!!!! Ordered a dining table set , the day before delivery they canceled the order and said that the item is out of stock . Ordered another table the delivery was delayed and came everything damaged!!! Again Ordered a shelfs and all 4 shelf came damaged. Very poor company.
Wayfair 1 star review on 18th November 2022 Wayfair 1 star review on 18th November 2022 Wayfair 1 star review on 18th November 2022 Wayfair 1 star review on 18th November 2022 Wayfair 1 star review on 18th November 2022 Wayfair 1 star review on 18th November 2022 Wayfair 1 star review on 18th November 2022
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Posted 1 year ago
1
Ed Hill
I ordered a desk from wayfair and had the assembly package. They damaged the desk in 2 spots. I called wayfair they said I had to call the maker Bush so they transferred me. Bush said due to it was damage from assembly I would have to contact wayfair. I called wayfair again they said nothing they can do I have to call Handy for resolution. They completely ran me in circles with no resolution so far.
Wayfair 1 star review on 25th October 2022 Wayfair 1 star review on 25th October 2022
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Posted 1 year ago
1
Unverified Reviewer
I received a very poor quality item from Wayfair Vancouver and have left a review with some photos attached. All the photos which were showing pilled paint and fallen apart pieces were hidden or removed by moderators. Wayfair turned out to be Wayunfair.
Wayfair 1 star review on 16th October 2022 Wayfair 1 star review on 16th October 2022 Wayfair 1 star review on 16th October 2022 Wayfair 1 star review on 16th October 2022
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Posted 1 year ago
1
Julie Horton
DO NOT ORDER FROM WAYFAIR! I have ordered 3 tables and each one is damaged. I have been in contact for them over a week trying to return them. I have been passed onto a conflict resolution manager called Caroline who takes one day at best to respond to my emails. I have received no apology for receiving 3 damaged items but am having to jump through hoops just to return them . I have been told I will not receive a refund until they have been inspected by their warehouse. I have sent clear photos of the damage and just want to return them and get my refund. I have rung them to try and quicken up the process but the executive resolution manager will not speak to me. I am so frustrated and appalled at the poor customer service.
Wayfair 1 star review on 12th October 2022 Wayfair 1 star review on 12th October 2022 Wayfair 1 star review on 12th October 2022 Wayfair 1 star review on 12th October 2022 Wayfair 1 star review on 12th October 2022 Wayfair 1 star review on 12th October 2022
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Posted 1 year ago
1
Verified Reviewer
If I could give Wayfair minus stars I would! Their service is shocking and so poor I don't know how they are still in business. I purchased 10 copper outdoor lights 2 years ago, but because of construction work and covid they were fitted 1 year ago. After only 1 year of use one outdoor light is full of water and constantly tripping all 10 outside lights, so they never work. I have tried emptying the water but as soon as it rains the water gets in. The lights state IP65 protection which is clearly wrong and on this basis alone is a misrepresentation. I asked Wayfair for a repair, refund or replacement. They don't want to know, they keeping repeating the same 2 year warranty nonsense. When I spoke to Trading Standards they said the 2 year warranty was in ADDITION to my consumer rights and I should not be expected to throw faulty lights away after only 2 years. Wayfair terms and conditions with regards to putting matters right after 2 years is incorrect and Trading Standards are now going to investigate Wayfair on their incorrect trading policies. The team at Wayfair are extremely unhelpful and keep repeating the same misinformation about 2 years warranty and to read their terms and conditions. When I tell them about what Trading Standards have said and that lights should last longer than 2 years Wayfair say it is not their policy to help. If you want anything to last longer than 2 years NEVER buy from Wayfair. They don't read your emails and copy and paste written text that doesn't make any sense to your actual complaint, I think their emails are a complete waste of time. Now I have a faulty outdoor light which has been discontinued and Wayfair who don't want to know in helping me. Having spent 1000s of pounds with Wayfair over the years I am disgusted with their customer service in putting things right. A simple refund would have kept me as a customer. Now I will tell everyone to never buy from Wayfair. The 2 year warranty is incorrect for how long products should last and they should not use this as their only defense. Trading Standards agree with me and are shocked that Wayfair will not put things right after 2 years. The only course of action now is a County Court summons. Avoid Wayfair, they are the worst company to deal with! Spend your money with more reputable companies.
Wayfair 1 star review on 27th September 2022 Wayfair 1 star review on 27th September 2022 Wayfair 1 star review on 27th September 2022 Wayfair 1 star review on 27th September 2022 Wayfair 1 star review on 27th September 2022
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Posted 1 year ago
1
Unverified Reviewer
dont use wayfait they have paid reviews, cheap products made in china, ordered a couch that was said to be comfortale it was worst couch ever smelled like chemilcas, i sank middle cusions are made cheap teddy beear stuffing.
Wayfair 1 star review on 11th September 2022
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Posted 1 year ago
1
Calvin R
I ordered a bed and it was delivered with a disclaimer from the Wayfair delivery team, the stated it their is any damage please call Wayfair. Needless to say the boxes were all damaged, ever part of the bed was damaged. It was also missing parts, I called Wayfair customer service and I ws informed that if I return the bed that I received, I would be charged $225.00 to return the bed that was delivered damaged. The customer service is Horrible! The worst experience hands down!!
Wayfair 1 star review on 29th August 2022 Wayfair 1 star review on 29th August 2022 Wayfair 1 star review on 29th August 2022 Wayfair 1 star review on 29th August 2022 Wayfair 1 star review on 29th August 2022 Wayfair 1 star review on 29th August 2022 Wayfair 1 star review on 29th August 2022 Wayfair 1 star review on 29th August 2022 Wayfair 1 star review on 29th August 2022 Wayfair 1 star review on 29th August 2022 Wayfair 1 star review on 29th August 2022 Wayfair 1 star review on 29th August 2022 Wayfair 1 star review on 29th August 2022 Wayfair 1 star review on 29th August 2022
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Posted 1 year ago
1
Danuta
I ordered rug from wayfair -Halsworthy. abstract beige and brown color and received -kalaty theory collection red and blue color instead -was actually shocked and did try several time to get their attention sent pictures asked for help -nothing was done -I was told that I would have to pay for return -ridiculous -they made mistake and I have to pay for it ?- That was my first and last order from this company -should be illegal to send cheap substitute and then said that's the same product .
Wayfair 1 star review on 26th August 2022
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Posted 1 year ago
1
Stephanie White
I ordered a 9'x12' outdoor rug from this company on 7/23/22 and since then I have received a 2'x4' rug as a replacement 3 times. When I called customer service (for the third time today in 2 weeks) they said the price I paid on 7/23/22 was labeled wrong and that they would not honor the price I paid on my original receipt. Their solution is to give me a 10% discount, which is basically a slap in the face. What company does this? If I had gone to an actual brick and mortar store, with actual sales people, they would honor the price I had paid. Since Wayfair is a big company, it seems that they feel they do not need to respect the customer and honor the pricing. They want to get more money from a situation that was caused by them, not by me. This company does not care about what consumers think about them, only the bottom line for their board members and stockholders. I would recommend shopping elsewhere for items you would need from businesses that respect you and appreciate your business and that is NOT Wayfair. This was the first and last time I will be buying anything from them.
Wayfair 1 star review on 2nd August 2022 Wayfair 1 star review on 2nd August 2022
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Posted 1 year ago
1
Richard Lazaro
Untrustworthy - I ordered and paid for a 68 litre sensor bin. They decided to cancel my order without informing me. They forgot to refund my money. I waited a few weeks and when I learnt they had cancelled my order, I asked them what right they had to hold my money for so long. It may have been a mistake, I don’t know. No one even had the curtsy to contact me and apologise. I suppose I should be thankful I at least got my money back. They even removed all traces of my order from my account with them but they could not remove it from my bank statement. Attached screenshot of my bank transaction as proof of purchase.
Wayfair 1 star review on 12th July 2022
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Posted 1 year ago
5
Suzanne
Just taken delivery of 4 dining chairs. Easy to put together Very pleased with them. Wayfair always deliver on time & the price is very good.
Wayfair 5 star review on 7th July 2022
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Posted 1 year ago
1
Kate
Awful company. They have advertised an item for sale until 13th July and then because I have viewed it several times they have increased the price (at first by about £55 then again by another £20), all during the advertised sale period. I have attached the pictures. It is now over double the original price!
Wayfair 1 star review on 6th July 2022 Wayfair 1 star review on 6th July 2022 Wayfair 1 star review on 6th July 2022
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Posted 1 year ago
5
Dorota
I was a bit skeptical when ordering furniture, but I was very positively surprised with the purchases, I received a message and SMS when everything came, and every thing was of good quality and came without any damage.
Wayfair 5 star review on 19th June 2022
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Posted 1 year ago
1
Verified Reviewer
Dont bother to buy from Wayfair' an absolute nitemare from start to finish. Delivery disorganised. Item was a defect. Customer services were incompetent, took my email address wrong, then told me the wrong day for collection, then sent the wrong return label having no printer, sent me a drop off shop that couldnt print the label as no QR Code sent, cut off the call phoned again, Hermes were collecting then changed to UPS. No email regarding UPS's collection, phoned again, an absolute joke taken the whole day up and still have the defect and no refund of £118 yet until they sort the collection out correctly! Amazon were by far a lot more professional. Will never buy from Wayfair again.
Wayfair 1 star review on 30th May 2022 Wayfair 1 star review on 30th May 2022
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Posted 1 year ago
1
Verified Reviewer
This review is mostly because of a recent issue I’ve encountered with them. Right before Mother’s Day weekend at that.. If you are like more than half of America and shop on your iPhone, don’t you dare think about actually “buying” anything on it. Most recently I made a purchase totaling to $397-ish with shipping included. When I was in the check/out stage I would try to submit my payment and get error messages saying to call my financial institution basically insinuating my card wouldn’t go through. This would confuse most people as we know as the shoppers we wouldn’t be shopping unless we had enough money to pay for what we are buying right?! Anyway… Little did I know, every time I got this message and tried to pay again, the charge was actually going through to my bank! Every time! I’m sure you can see where this is going.. if you had enough money in the bank to cover multiple charges like that THEY WERE ACTUALLY GOING THROUGH and you could see them in pending charges. I called the same night and the Customer Service Rep. had the audacity to tell me they know about this and us people with “iPhones” are the rare ones having this problem.. who knew having an iPhone made me rare and so lucky?!! Long story short she assured me the would would fall off because there’s no real order stuck to them and give it 2 days. I wasn’t happy but I did.. I actually gave it 4 and guess what?!! Not only were they still there.. the new rep. told me the first rep. never did her part like she said she would where she would submit it to Finance!!!! We are 1 week later and they are still there.. What I find the most infuriating is they are well aware of this issue.. clearly.. like WELL AWARE and have absolutely NO DISCLAIMERS ON THEIR site.. not one. They just let it happen to people and tell you it’s a silly tech issue for iPhone users who buy things on their phone. Like it’s your fault for shopping on their site with your iPhone. Do yourselves a favor.. Do not buy ANYTHING if you are an iPhone user.. unless you are so rich you wouldn’t care or even notice hundreds of dollars tying up your bank account.
Wayfair 1 star review on 10th May 2022
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Posted 1 year ago
1
Vincent DiCarlo
Futon couch wrong size..Typical bait and switch
Wayfair 1 star review on 22nd April 2022 Wayfair 1 star review on 22nd April 2022 Wayfair 1 star review on 22nd April 2022
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Posted 1 year ago
1
Gordon Morrice
Absolutely horrendous buying experience. Order a unit, it arrived....no instructions or fittings...waited 4 more weeks on fittings, they arrived so started to build only to realise drawers had no bottoms and unit had no back...initially ordered in January won't get replacement until May...very angry to say the least. Will never order from Wayfair again...all their managers would say was we understand your frustration. They should offer a good will gesture at least...awful company
Wayfair 1 star review on 12th April 2022 Wayfair 1 star review on 12th April 2022
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Posted 1 year ago
Wayfair is rated 1.5 based on 2,188 reviews