Wayfair UK

Dreadful experience. I ordered 5 draw tallboy chest of drawers worth £159 (sales price). The item was absolutely not worth the money. If it was a 40 quid chest of drawers I would say you get what you pay for. But for the price of this item the quality was disappointing. The runners and inner parts of drawers were full of splints, the body had minor faults scratches and damages here and there, occasionally the screws broke the wood because it is is extremely soft and poor quality wood in the first place. Also it is advertised as made of solid wood but various parts such as the central piece of the chest top is actually plywood. If you add the fact that the carrier instead of bringing the item to my fourth floor flat as they were supposed to according to Wayfair advertising, they just left it in the ground floor landing of the building (and even got to the point of claiming that I had received the item at my door and signed for it!), well, I'd be out of my mind to purchase anything from wayfair again.

Ordered a bed at the beginning of May, here's the full saga:

- Bed was delivered 27th May.
- Packaging in extremely poor state. Seemed to have been opened and then badly sellotaped back together. Box fell apart while being carried up to our flat, parts all over the place which we painstakingly collected and ferried into our flat piece by piece.
- When trying to assemble the bed, it becomes clear that an entire pack of screws (not just one or two, but AL of the screws of this type) are missing.
- Wayfair will not send replacement screws. They have said that their supplier can't send screws alone, and musty send a replacement bed, but just seems like a case of Computer Says No.
- Wayfair have said we can have the bed replaced, but not until July, and this is extremely inconvenient because of the destroyed packaging/

Wayfair have simply failed to provide the product we paid for, and are not interested in helping us suffer any less inconvenience, instead doing the bare minimum to avoid providing either any decent service or compensation

Finally, I would recommend looking elsewhere online for reviews of Wayfair. It seems Trustpilot is extremely biased compared to other review sites.

Worst customer service ever experienced. After receiving an office chair with a main part missing, I was assured the part would be with me in days. The goal post changed on a daily basis and the reasons given from a different named assistant each day (Tom, 'ick. AND Harry amongst umpteen others) were beyond belief.eg Their own courier forgot to pick it up. The 'regurgitated' standard customer letters were an insult and I received the same written garbage numerous times. Again and again Wayfair told me to 'rest assured' as they would 'reach out' to their warehouse and resolve the matter. When the 'reaching out' resolved nothing, wayfair would simply send another 'update on order' email to advise of a new, distant delivery date. I was finally assured I would be advised of an investigation outcome on a certain day, and again received nothing but a further revised estimated delivery date. What a joke. I finally received my money back when it was apparent China had too many other Wayfair parts to put on board. The chair was never collected and I was advised I could donate this to charity or keep it. I'm still trying to work out what use an office chair is without the main pole to attach the seat to the wheels. I'm sure if I rested assured and reached out to all, someone would want a swivel chair with no legs that rested on the floor. (it was dreadful quality anyway so think the outcome worked out well once my blood pressure returned to normal). Thank you Wayfair. Never again!

I ordered two paella pans £89.99 order no *******784 only one was delivered, trying to find out about the missing pan, that's when the lies upon lies started i was told DHL would deliver, tracking no **************, more lies i rang DHL there was NO delivery, at this point i asked for a refund, no refund, using chargeback with the bank, use this disgusting company at your peril, i wished i had read previous reviews, UK Canada America, if you must use this terrible company use a credit card bit more protection.

I wouldn't shop here again if it was the last shop on earth. Bought this bed, nightmare to return it as it was very poor quality and still not received a refund.

This is my first time ordering from wayfair and I've got too say that I would NEVER order from them again nor would I recommend them to anyone! I waited 3 weeks for my table to arrive as they kept on delaying it which meant I've losts out on 4 days of work as had to be here for the delivery and when it finally came the table was missing the legs and they said that I now have to wait till the end of the month more stress then what it was worth and I've lost out on more money than the table was worth very disappointed, stress and out of pocket with no help from the complaint department absolutely terrible company

We had an email from Wayfair to say the item (Which was a heavy overmantle Mirror) had arrived which told us that if we were out the item would be left with a neighbour. A note would be left to say it had been delivered. We were in all day on purpose to recieve the item. We did not know it had arrived till we got the email late in the day. Nobody had let us know it had arrived. Nobody had contacted us to say it had arrived. It was left on the groung floor in a public area by a sign which says nothing should be left in this area as it is apublic area and things have been stollen. My husband is nearly 70 and had to manhandle this item up to the Third floor. This is disgusting and if they cannot apologise properly we will not use them ever again nor recommend them. The query we raised got a pass the buck reply.

I PURCHASED A BEDSIDE CABINET FOR SON FROM WAYFAIR, THE WOODEN PIECES ARRIVED BROKEN, NOT BROKEN IN TRANSIT BROKEN BEFORE PACKED, FOR EXAMPLE A WOODEN PIECE OF THE CABINET THAT MEASURED AROUND 2 FOOT ARRIVED BROKEN IN 2 HALFS, CLEARLY THIS WAS NOT BROKEN IN TRANSIT BUT BROKEN BEFORE IT WAS PACKED, I CONTACTED MY CARD COMPANY TO RECLAIM MY MONEY BACK AS WAYFAIR HAS NO CUSTOMER SERVICE...

MY ADVISE TO ANYONE WANTING TO PURCHASE FROM THEM GO TO A PROPER STORE AVOID THESE JOKERS

I am extremely disappointed with the way my recent order was handled. I purchased an item on sale for approximately £59 in November, with a promised delivery time of two weeks. However, the item was damaged during transport and did not arrive on the scheduled date. I was not informed of this by Wayfair and had to contact them to find out what had happened. Upon doing so, the item was reordered with a delivery time of six weeks. During the fifth week, I received an email stating that my order had been cancelled without any explanation or options. When I contacted Wayfair again to inquire about this, I was told that the item had been discontinued and that I would receive £10 in compensation and a refund. It has now been almost two and a half months since my initial order, and I still do not have the item or my refund. Furthermore, I will now have to pay a higher price to purchase the item since it was originally on sale.

The representative I spoke with, Ksenia, was polite but did not seem to fully understand my concerns and was unable to provide a satisfactory resolution. It felt like she was following a script without truly comprehending the situation. Wayfair should take responsibility for these issues and provide customers like myself with a reasonable solution.

Overall, I am extremely disappointed with the service and lack of common sense shown by Wayfair and will not be making any future purchases with your company.

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 bed for my daughter who is starting uni. Got a delivery slot on Thursday but bed didn't turn up. No one rang me. I rang them the next day to be told it was lost. Then told they couldn't deliver till Monday. Was told I couldn't speak to manager till end of day as he was "so busy". Finally after 20 mins on phone, manager was found and he told me best he cld do was Sunday. Then on Friday we rang them to double check delivery address but out of the blue they told us it could be delivered in 10 mins. I ended up running to my daughter's flat-still no delivery. Another 2 hours wasted. Daughter still sleeping on floor. I rang them Sat to be told I'd get a call on Sat but no call came. Daughter rang to be told it will be delivered "some time next week but they couldn't say which day", she still on floor.

Basically we drove 200 miles to set up my daughter in a new city and hours were wasted waiting around and on the phone just for the sake of a simple bed. We had a lot of other stuff to do too! As a parent, I felt awful leaving my daughter without a bed. We had planned to help her assemble it but God knows where it is. This is a company that urgently needs to sort out communication between customer, call centre and delivery company. Meanwhile 1 customer is still on the floor.

Returned some items to Wayfair on Feb 17 (due to poor quality) following their instructions. As of today I have not received my money back even if Wayfair confirmed they HAVE RECEIVED THE ITEMS BACK! First they said it was a technical issue and to wait 5 days, after 5 days more apologies and to wait another 5 days, 30 DAYS LATER I STILL DO NOT HAVE MY MONEY... WHAT A SCAM!

The worst experience I have ever had!
Ordered a nightstand and a bed around 20th Dec 2021. A second nightstand (not available at time of first order) same model as the first one, on 6th Jan 2021. All items were meant to be delivered within days. Following on lack of communication, a month back, I start getting emails from DHL that they have the 1st nightstand - about 10-15 of them followed by the same amount of emails informing me that they aim to deliver on such and such date... Finally, the parcel was delivered about 10 days ago and collected back only yesterday for a refund which will take 3-5 working days (not counting weekend days). The bed was delivered with a couple of weeks delay. The second nightstand, ordered 6th Jan 2021, is with DHL only today (God help us when will it be delivered) only to be collected as a return at some point in the future, in spite of my calls and confirmation received from customer service that this will be cancelled (and not delivered!) 10 days ago - when I had enough! An absolute tone of emails and calls and frustration and pure disgust in the end. Save yourself the trouble, my advice. Think twice before ordering...

We placed an order early this year which delivery was due one month after purchase and was delayed twice. After chasing customer service (via e-mail and over the phone) we got a ridiculous estimated date for mid 2022! Wayfair blames the warehouse BUT here is the thing: Wayfair is offering the same product as SALES but charging TWICE the price and offering 2-weeks delivery. When we asked for explanations, Wayfair cancelled our order without our consent. Basically, Wayfair is breaking deals and shows disregard for customers. I advise any other customer with similar issues to report Wayfair practices to he UK Trading Standards (they help when business has broken the law or acted unfairly: [www]. Citizensadvice[.]org[.]uk/consumer/get-more-help/report-to-trading-standards/) and any false information that Wayfair provides to the Advertising Standards Authority (ASA) [which have the means to successfully enforce advertising rules: [www]. Asa[.]org[.]uk/make-a-complaint. Html]

UPDATE: Had a reply from Wayfair who did not deal with the issues in my review. We did not ask for a refund, we asked for our furniture to be delivered after months of waiting.

Future customers, be aware that Wayfair had decided that if the price wasn't high enough at the moment of your purchase, they will break the deal and will advertise it for more.

Shocking.
Bought the globe whiskey cabinet for my boyfriend as a Christmas present and not one of his whiskey bottles fit. We knew that certain whiskey bottles wouldn't fit as they are all very different shapes, but not even a wine bottle fit! We went onto the website to check their pictures and they have a wine bottle and what looks like a few spirit bottles shown.
Oh and also it was faulty, so we couldn't even put it together.
Rang customer service, basically told us to return it at a £5 cost to us (product was already £79.99). We said that we didn't want a refund but instead a replacement, only if they could guarantee that ours would be the same as the one on their website and would at least fit a standard bottle. They said that all their products are the same, so the one we have is the one they sell.
False advertising on their website then? Photoshop?
Pretty sure this is against trading standards.
The reply to all of this was, these are not our pictures and we are sorry.
Is that it?
Useless.
First time customer, and last time I will ever order.

Two weeks ago I tried to use a Wayfair gift card online & the website said that the card wasn't registered or the code wasn't recognised. I called them & after 2 hours of being passed around various depts they told me that I had to contact them by email. I also had the receipt from Tesco where it was bought which confirmed that the card had been activated & I sent pics of that as proof. They then told me that I should return to Tesco to ask them to double check that it had been activated. This was very inconvenient for me but I did it & Tesco were kind enough to double check & give me print out of the transaction. I have sent pics of this to Wayfair, plus the card & the original receipt & despite me contacting them regularly they have still not resolved it. It has put me through a lot of undue stress. I have no idea why they don't want to resolve this for the customer. Currently £100 has been basically stolen & I am without the mattress that I desperately needed to buy. I would recommend that you don't shop here & definitely don't purchase a gift card. Criminals!

Everything about my experience has been poor. The customer service, the lack of response, the inability to contact them aside from sitting on the phone waiting to speak to a inept customer service agent, the late delivery and lost delivery of multiple items from one order. I ordered 5 items from three different vendors, received one of the 3 (of which was exceptionally poor quality despite the glowing reviews). I asked to cancel the other items from the rest of the order and was told I couldn't because the items had been dispatched. For starters this list legal as under distance selling I am obliged to cancel any order up to 14 days of purchase which this was. Turns out the items had not been dispatched and Im still waiting for an order which I am simply going to return. Customer service were unhelpful. When I asked about returning the first delivery I did receive I was told they're not accepting returns due to coronavirus - surely that isn't even legal!? AVOID buying from this company at all costs. If I could give zero stars I would.

I ordered a mattress from Wayfair on 26 July. I was given a delivery date of 28 July and a DHL tracking number. I checked the tracking number on 28 July and DHL hadn't even received the parcel. I contacted Wayfair and I was informed that an investigation would be carried out and a replacement sent if necessary. I received an email from Wayfair on 2 August confirming that the replacement had been ordered and telling me to expect an email with confirmation of dispatch and the tracking number. I contacted Wayfair again on 3 August when no email had been received and I was told that the courier had not collected the parcel but it would be sent the next day. I had still not received confirmation of dispatch on 5 August so I contacted Wayfair again. This time I was told the mattress was out of stock but I could expect a mattress to be dispatched on 9 August! I have already been waiting for the mattress for ten days and 9 August would be too late even if the mattress is actually delivered. I have wasted enough time 'chatting' with Wayfair's 'customer service agents' without getting a resolution and now I'm going to cancel the order. Wayfair is totally unreliable. AVOID!