Wayfair UKReviews 138

I ordered four lighting items (a floor lamp and three ceiling lights) from Wayfair on the 29th of March, thinking I had plenty of time before moving house on the 14th of April. The floor lamp arrived quickly on the 31st of March, but the rest of the items were a complete disaster. The ceiling lights were supposed to arrive on the 1st and 2nd of April, but the status never changed from "Preparing for Dispatch." Then, without warning, the items were marked "Delayed" and eventually "Backordered." I contacted support on the 4th of April, and was told the delays were due to stock or logistical issues, with the new estimated delivery date being the day I move—the 14th of April. No apology, no proactive update, nothing. When I asked to change the delivery address (since no one will be at the old address anymore), I was told it's not possible because my payment method doesn't allow address changes, and Wayfair won't do anything about it. Customers should not be penalized for choosing a payment method that you support on their platform. Their only "solution" was for me to cancel and reorder—which is absolutely ridiculous after I've already waited so long. What's even more frustrating is that these same items are still listed on the website with messages like "Fast Delivery" and "Get by Friday." This is clearly false advertising, and very misleading for customers. The customer service was unhelpful, and the whole experience has been stressful and disappointing. I'll never be ordering from Wayfair again, and I strongly warn others to avoid this site unless you want to go through the same headache.

Bought a Snoopy shopping cart, it Arrived wrapped in just one sheet of bubble wrap! £65 item should be at least boxed! Handle split and completely broken, screws snapped and in bottom of bag. Received partial discount then saw holes in back of fabric too! Really poor quality item and service! Very very disappointed! Feel ripped off, literally! Very unhappy. I have Photo evidence if needed

I retuned a faulty airfryer and have been waiting over three months for a refund!
Despite many phone calls and promises still not been refunded
BEWARE OF THIS COMPANY

Wayfair is rude. Expensive furnitures are sent home as defective. But the return/replacement is NOT allowed. I tried to leave comments with photos of defective items on Wayfair website, but the comments NEVER appear. The product rating of Wayfair showing on Wayfair website is 4-5 star.

Ordered goods weeks ago, and nooone can tell me when I am getting them. Poor customer with noone who can give any answers. Never again. I would have rated no stars if it had been possible

Delivery date changed 3 times, unpleasant delivery man, broken parts, problem not solved, unhelpful customer service, never use them again

Failed to deliver even close to there estimated delivery dates. They dont deliver on weekends and. Couldnt be home for following delivery dates and wouldnt allow myself or there customer "help" staff to change delivery address. Charged £20 for there poor service!. Wished id never bothered with them and hopefully know one else will.

This is totally upsetting. I ordered a Mattress the 8th of January to arrive supposedly on the 11th of January. I had a long distant trip plan with my van for the 14th of January. Today 19th of January I still didn't receive my Mattress, but not just that, in DHL there is not updates I'm the tracking since the 10th of January. I've tried to talks through with Wayfair customer service l, and they are not helping at all. First the 15th of January told me I needed to wait 48h more with my missing parcel to be able to do something about it, more than 48h. Later I ask then for any news thay they didn't have, and then my refund they told me until my MISSING parcel doesn't appear, they can not proceed to the refund.? What is this crap company. It is a total SCAM!

If you see any positive reviews of Wayfair they are fake. Made a substantial order with them at the beginning of December. Goods never arrived and Wayfair couldn't tell me where they were so they said they reordered the goods. These never turned up so I have tried to get a refund. Wayfair have refused a refund because they say the 'order is being processed'. I made the order almost a month ago and it's still being processed? I am having to go down the legal route to try and get a refund from Wayfair.

I got a new sofa on the 6 December someone was supposed to come on Friday at 4 didn't come I rang they said sorry they said I will book you in for Sunday at 1 didn't come again my daughter came home with a new born she had to feed her on the floor we had are meals on the floor my son in-law came Sunday and put it together it's riddilous

If I could score a 0, I would have. I attempted to carryout a purchase and the transaction was cancelled and my account banned/blocked. All attempts to find out why was met with a brick wall: i was banned for fraud reasons. What fraud reasons? Incredibly stunned, left offended and find this discriminatory but oh well! The terms and conditions mean they dont have to explain.

Naturally, I have taken my business elsewhere and will forever speak negatively about the company

Awful. I ordered something with a delivery date of 28th. 28th came and went and no update at all. When you contact them it is all by message and the best they can do is get back to you in 5 days! Don't waste you time. Terrible customer service.

Sadly there are no options to leave a no star review, hence the one star! PLEASE avoid this company at all costs. We ordered a bed frame from them which arrived late. We arranged for someone to assemble it only for them to discover that there was a slat missing from the headboard. My husband is 71 with multiple sclerosis and we have been forced to sleep on a mattress on the floor, which has been horrendous. I have just been informed that the replacement will arrive no sooner than 10 days time. I complained online, I thought I was being offered a 15% refund as a goodwill gesture only need to be informed that Wayfair have a policy of no refunds regardless.
I should also add that my husband had to drill holes where they weren't any and once assembled the frame was so flimsy it has undergone reinforcing. I only wish that we were in a better situation which would enable us to return it and go elsewhere.Save yourself a lot of stress and heartache by ordering with a company that actually cares about their customers. You have been warned.

Scam of a company who take your money and refuse to deliver, then refuse refunds and tell you that they never offer refunds for any reason. Joke!

I ordered a chair over a month ago, and it was supposed to arrive within 48 hours. DHL tracking initially said it would be delivered on Wednesday, so I took a day off work to wait for it. However, it never arrived and I didn't receive an explanation - waited the whole day! The delivery date was then suddenly changed to the next day, so I took another day off, but still, there was no delivery and no explanation.

When I contacted Wayfair, they didn't have any information about what happened. On the third delivery attempt, the chair was left nowhere near my flat (as photographed by DHL) and in an area where thousands of people pass by, and unsurprisingly it got stolen. I had to involve the police to go through CCTV footage. The fourth delivery attempt didn't happen at all. In frustration, I changed the delivery location to a suggested drop-off point to make it easier for DHL (and pay for a taxi myself from drop off point to home). However, despite it being the fifth scheduled delivery date, there was no show, not even to the drop-off point.

I'm still waiting for my chair. I've spent a lot of time on the phone with Wayfair and sent over 5 emails, but the replies I receive are generic and don't address the issues I've faced nor do they give me any clarification on why it has got to this point. I don't think I've experienced anything like it before. Essentially, I've paid for the chair, but I still don't have it. The latest response from customer service is to wait and reassess the situation when it arrived. When I asked, 'when will it arrive?' they didn't respond! It's been an awful experience with customer service, and there's been no resolution. I regret buying the chair from Wayfair because it seems like no one is taking my issue seriously or willing to help, but they are more than happy to keep my money. I have been incredibly patient and understanding, but after the fifth failed delivery, countless hours chasing, emailing, phoning, two non paid days off work, and a lot of time speaking to the police, I am now just fed up.

I ordered some flat pack bedroom furniture from Wayfair as they offered a following day assembly which cost me £102. I was so excited to have that service as my husband had recently passed away and i could not have done the assembly myself.The following day A guy arrived at 5.30pm and left at 9pm that evening having struggled with the instructions for the wardrobe and no time to do anything else. As it happens the wardrobe was not assembled correctly. I was told on the 25th August i would get a refund for the non assembly and so i paid another company to put the wardrobe right and finish off the rest. As i had not received the refund i contacted wayfair to be told the assembly company are 3rd party and they would refund. I pointed out that i paid my money to wayfair and it was wayfair who paid the assembly company. I have made a lot of phone calls and received about 28 emails all makin promises. The latest fro the assembly company asking me to fill in a claim form for damaged good! It would appear to me that customer service at the assembly company are as inadequate as their fitter. I would never use this company again

I have been looking to buy a painting. Every single one I have thought I might like to buy - about 20 so far - is showing a delivery time of 30+ weeks! Absolutely ridiculous.

Wouldnt even give them 1 star! Ordered my wardrobe which was meant to be delivered 3 to 5 working days
This took nearly a month, quality is awful and no help from customer service.don't waste your money and time.

Ordered an £1499.00 wardrobe which was fully built and was to be delivered to a room of choice. All this was paid for and agreed when ordering. Firstly the item was not delivered when promised, however I am nothing if not understanding and it came a few weeks later. We were told we had to clear the way for XDP (the delivery firm) to deliver the item to the room of our choice. The XDP website states that they do this as part of the service. We were told to clear the way for the furniture to be delivered to the room (which of course we did). The day before we demolished our old wardrobe and took it to the tip as obviously it would no longer be needed. Hence we now had no wardrobe at all. We waited in and were greeted at 7.30 in the evening by 3 males from XDP who promptly stated that they were not going to deliver the wardrobe to the room of our choice as they had to consider 'health and safety'. When we told them that we had paid for this via Wayfair, we were told that Wayfair were not their employers. However on the XDP site, it states that they are 'partners' with Wayfair and Wayfair paid XDP (as their agents) to deliver the wardrobe. As we are disabled and pensioners, we had to send the item back. We have complained to both Wayfair and XDP who have both ignored us. We had to purchase a £55 fabric wardrobe from Argos the next day. Terrible service from both, I would give no stars if I possibly could.
Wayfair has stated to us that the matter is now considered closed as a gift card has been sent. The matter is not closed from my point of view because - no gift card has been sent or received, no refund/compensation has been offered for the cost of our 'emergency' wardrobe, no response has been received from my letter of complaint direct to Wayfair and there is no comment about the quality of the couriers they use who refused to take the wardrobe to the 'room of choice' upstairs. NOTHING AT ALL HAS BEEN DONE BY WAYFAIR, NO GIFT CARD, NOTHING!

I recently had a highly unsatisfactory encounter with Wayfair.co.uk regarding my most recent order. Unfortunately, the entire process was marred by poor customer service, unresponsive website updates, and a lack of timely refunds.

Firstly, my order was abruptly canceled without any explanation. To make matters worse, despite the cancellation, I have yet to receive a refund for the purchase. This delay in returning my money is both frustrating and unacceptable.

Furthermore, Wayfair.co.uk's website lacks accurate and timely updates. It fails to reflect the actual status of orders, leaving customers in the dark about their purchases. This lack of transparency only adds to the overall frustration experienced with this supplier.

I must also highlight the abysmal customer service I encountered, specifically with a representative named Raffaell. The assistance provided was unhelpful and demonstrated a lack of concern for resolving my issues. This level of service is simply unacceptable and leaves customers feeling neglected and disrespected.

Based on my experience, I strongly advise others to avoid dealing with Wayfair.com. The combination of canceled orders without refunds, unreliable website updates, and poor customer service makes it the worst supplier I have ever encountered.