Wayfair Reviews

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

1.5 Rating 2,300 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,300 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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“My love seat the screws didn't fit .had to go buy longer screws”

Helpful Report

Posted 2 months ago

“SO MANY of the things that I have ordered from WayFair are either complete garbage, or just WRONG. In fact, as of the past 2 years, I have issues with more items that I don't. Wrong color. Wrong item. Not enough items sent. Broken pieces packed into the boxes. They used to be decent, and things have seriously declined over the past few years. I just need to be DONE. To be fair, so far (and this is pending, given that I recently ordered 4 items in one order and THREE of them have issues - the 4th hasn't arrived yet) they have been willing to give me refunds, take a return, etc. But also to be fair, when that is the norm vs getting it right the first time, it's time and hassle that I'd rather avoid if I can.”

Helpful Report

Posted 5 months ago

“I ordered a rug for my home, I chose that particular item partly because it stated next day delivery. Once ordered that changed to 3 days, still acceptable. Over the next 3 weeks my estimated delivery date was changed 9 times! That is unacceptable company service. My family dinner was long over when I finally received the item almost a month later. Terrible customer service! I deleted the products I had in my cart because I couldn’t trust I would receive them by Christmas.”

Helpful Report

Posted 7 months ago

“I recently furnished my entire house and purchased numerous items from Wayfair. Unfortunately, I found that many items were falsely advertised as being of better quality than they actually are, and several arrived with defects. I was particularly disappointed with the term "solid wood," which often turned out to be particleboard. I ordered a bed for my son that was supposed to arrive in a week. However, when I tracked the order, it showed a delay due to damage caused by the courier. I contacted Wayfair and requested that the damaged item be returned to the manufacturer for a replacement, along with a prompt shipment of a non-damaged item. While they did return the bed to the manufacturer, they failed to initiate the shipment of a replacement. The bed reached the manufacturer on October 12, and after noticing no further updates, I called Wayfair. They informed me that the item was no longer available and apologized for the delay in shipping the replacement. Now, the new delivery date is set for November 20, accompanied only by verbal apologies. While browsing online, I discovered that the same bed was available on their website for delivery on November 12 at a reduced price of about $40. When I contacted customer service, I received more verbal apologies but was unable to cancel the higher-priced item scheduled for November 20. Additionally, I ordered a couch that was set to be delivered on November 9, but I received an email nearly 24 hours prior notifying me that the delivery had been postponed to November 16. Again, I was met with verbal apologies. Ultimately, Wayfair offered a 10% discount on a future purchase as compensation for the miscommunications and issues I encountered. I believe it's time for consumers to reconsider supporting large corporations that prioritize profit over customer experience. Our investments are merely a drop in the bucket for them, and empty words are insufficient. I recommend exploring smaller companies or supporting local businesses instead. If you’re a fan of IKEA, you might find Wayfair to be a suitable alternative, but I urge caution based on my experience. Good luck!”

Helpful Report

Posted 7 months ago

“Ordered cabinet for garage . Very small. One week later they had it on sale for 40.00 dollars cheaper. Would not make up the difference. Bad customer service. Will never buy from them again. Cabinet not worth 165.00. I usually have great customer service. Not anymore. What happened to pleasing your customers. 40.00 you could of refunded me back since it was on sale a week later.”

Helpful Report

Posted 1 year ago

“Opened a Wayfair cc with the incentive of getting a discount. Since I was making a purchase of more $1500, I decided to go ahead and opened an account with the assistance of one of the associates. Now that I called to get my balance and account number, they are telling me that I got rewards points for the next purchase. I explained to the " expert in customer services, that I only opened the account for the discount, not rewards points. She explained that that I didn't click indicating that I wanted the discount and there was nothing they can do about. So I opened a cc account that really didn't need. They lost me as a customer. I will cut up their cc and will never order from them. Terrible customer services. Very, very disappointed. Watch out from them.”

Helpful Report

Posted 2 years ago

“Customer staff most try to help but the problem is wayfair, suppliers, and delivery they just dont work together wont use again and definitely would not recommend, another point items are well and truly over exaggerated”

Helpful Report

Posted 2 years ago

“Customer service is good but in my opinion products are subpar. Each item I have ordered over the last year have be defective, damaged with shipping or of very poor quality.”

Helpful Report

Posted 2 years ago

“In my opinion after making 2 purchases Wayfair prices are way too high for mediocre quality merchandise, and the description of the items don't match the item. The draperies I purchased stated in the description that it blocks out light but that is far from the truth. This was my first time purchasing and I highly doubt I will make any future purchases.”

Helpful Report

Posted 2 years ago

“We bought a rabbit hutch. Delivery ok but the quality of the product is poor. We had to reinforce the lid, catches and redo the tray that was supposed to open. Would not buy from them again.”

Helpful Report

Posted 2 years ago

“Years ago I used Wayfair for various small household items. I was quite impressed that if something was wrong, they would send a new one and you didn’t need to return the damaged one. Recently I placed a large order for for outdoor furniture. I did a live chat with an agent to help me pick out an umbrella and base to go with the table and chairs. Both the umbrella and base were far too large for the size of the table. So I had to pay return shopping on both at $34. I asked the agent if she could give me free shipping back since their agent selected it. She said “NO”. Not, no I’m sorry we cannot. I was shocked by the rudeness. So I returned it and reordered from Amazon with free shipping and returns and a much better price. The umbrella was perfect. Learned my lesson. Amazon all the way. Much better customer service”

Helpful Report

Posted 2 years ago

“Incapable of delivering product…continually told you’ll hear from us in 24-48 hours. 10 days later “your item was lost in transit but wayfair is going to make it right we’ll ship another one and you’ll have it no later than…”l. No thanks it was ordered because of a promised delivery date, that even before “being lost” they missed.”

Helpful Report

Posted 2 years ago

“Never again I will buy from this company. The items I bought for wat they charge looks more like second hand .work manship is slapdash no way worth the money I paid .”

Helpful Report

Posted 3 years ago

“Very disappointed!!! Ordered a duvet for my bed nearly a month ago. They claim it was in stock at the time the order was placed but all of a sudden it’s On back order. Meanwhile I can’t assemble anything in my room without it and the best that they could do was a 10% coupon. You get that just for signing up. That felt like an insult”

Helpful Report

Posted 3 years ago

“The bed I ordered smelled badly of fish when the wrapping came off. After construction the smell was worse and has remained strong after 6 days. I haven’t been able to use it. I don’t see a way to send such a large item back. Wayfair should bring a new bed here and collect the other one.”

Helpful Report

Posted 3 years ago

“I’ve ordered lots of stuff from this company and most things have had small delays but been okay. However my low score is for the way they deal with returns or longer delays. I’ve been waiting literally months for 2 items and they’ve still not arrived, the same re a returns item which they still have my money for. There is no excuse for taking 2 months to pick up a box whilst keeping hold of my money. I would advise you not to use this company!!!”

Helpful Report

Posted 3 years ago

“Poor quality rubbish nativity set.Not worth half of what it cost.All the straw used for roof etc fell all over my floor Not fixed on properly and when you turn it upside down to try and put the batteries in ,it all falls off !,Only you can’t get the slot for the batteries open !! And you find on reading the stupid leaflet that comes with it that the led bulbs can’t be replaced if they fail.Oh and the leaflet says “ not for home illumination” Whatever that means.”

Helpful Report

Posted 3 years ago

“Wayfair is unreliable and tracking items is impossible. You pay for expedited then you’re told items only ship ground-that’s after you’ve paid and wayfair has missed the delivery date. Heavy items are dropped away from the front door and no recourse or apology is offered. Wayfair will push their inefficient delivery service off onto the carrier. Their customer service is increasingly rude and the wait time on the phone is long. It’s a frustrating experience. I would be very careful if you’re ordering from them.”

Helpful Report

Posted 3 years ago

“Useless customer service. 2 items delivered late and one not delivered for a week after set delivery date without explanations.”

Helpful Report

Posted 3 years ago

“Single bed needed come quick...but one piece screw bent and useless could not use it (why don't they put in one extra like piece of all ...the cost so small) Anyway waited for a nearly week and a parcel arrived with hope of smile....NO wrong parts , Its a different bed parts that we order and now looking BLACK screw can be seen on the white bed (so hide at the back) But its a screw thats longer that and should be, but force may damage the work. Sorry Warfair Waypoor ...can't trust anymore. if I buy something else I'll go Back to the shops in the streets at least there i can take it back and show em'. Disappointment .”

Helpful Report

Posted 3 years ago

Wayfair is rated 1.5 based on 2,300 reviews