Wayfair UK

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 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.

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 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!

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.

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!

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.

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 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 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!

Bed and matress was awful, and then issues on returning it. On collection thy brought another matress and planned on only taking the base. I refused the other matress, and thy refused to take the bed back. Infact, thy just left without saying anything. NEVER EVER WILL I ORDER OR RECOMEND FROM THIS PLACE AGAIN. EVER!

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

Inadequate, Appalled, Frustrated, Annoyed, Confused…! Words can't express the disappointment I have for this company! It's my first time shopping with Wayfair and unfortunately it hasn't been an experience I would recommend.
Order Date 02/06/2021 After paying in full waiting over 6 weeks having parts of my order delivered, contacting WayFair times & time again, apologies to asked to wait and still no result….
Complete Shambles, I have an email telling me it's a fault an their behalf, and then giving me the customer.! Only two options
1) keep what I have received of my order and have a 15% discount off my original order or store credit.
2) accept a full refund, and send back little bit of my order I have received.
Bearing in mind I have been nothing but Patient… And all I have asked is for the order I made to be full filled…
Obviously this still hasn't happened So both myself & a Member of Staff decided it would be best for the situation to be escalated to Management, giving me some form of contact within 24hours…
This was done Tuesday 13th July 1.31pm by call… now it's Thursday 15th July 7.59pm and still no contact…
The whole thing is a sham….! And yet again it's left to me to contact Wayfair again Tomorrow
Or better still Trading Standards.

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!

Had a TV stand delivered today, was told on the 5th November when I bought it that it was in stock, then told it was being delivers from Germany after purchase, finally arrived today. Advertiaed as TV stand for TVs up to 88 inches, absolute rubbish. Can only take 25kgs ( they do not tell you this in the advertising on the product) my 75 inch TV weighs over 32 kgs, with some 88 inch TVs being over 50 kgs! Double what this flimsy cheaply constructed, TV stand can hold. Simply false advertising, is leading and cannot do what the advert says it can. Wayfair now want me to pay to have it collected, simply dishgracefull, really shocking that companies. Like this still get away with down right misleading advertising, and people are stuck at home shopping online because of the lockdown, how many people have been ripped off? By misleading online advertising? The TV stand is called a Raul 88 inch TV stand, but can only hold 40 inch TVs or smaller due to poor materials / construction and resulting weight constraints. Save yourself all the grief and misleading advertising and DO NOT DO BUSINESS with this company!
PS - have you seen how there responses on trustpilot are almost identical - there generic computer originated responses telling people to log into there accounts - this company really does not care about you or any of there clients

Didn't deliver the item I paid for and then didn't provide refund when I contacted customer service.

Excellent customer service. They are very professional, fast service & they solve any issue with any product you ordered with them

The worse online shopping experiences. Absolutely joke after 9 weeks did not get my order. Poor service. Bad