Review Time
I placed to order with them recently. When I received estimated delivery, it was a working day and I was in touch in the next day to ask them to help with moving this delivery to Saturday, or that day after 6.30pm, as I work full time. Or, if unable, to cancel my order.
The goods were still with them when I was in touch. They were collected from DHL at 10.45pm and I was in touch with Wayfair before 5pm. When I received the tracking number, I tried to move it for Saturday, but they don’t deliver weekends. I never heard from Wayfair agent after.
Now I tried to get in touch again as this delivery is tomorrow.
Their virtual assistant is not working properly, asked me 10 times order number and phone number. When I put all correct details over and over , it stated they cannot find the order and my phone number is not correct. It was like a vicious cycle.
Luckily I had the previous chat, so I went there and explained the situation, just to be told I need to get in touch with the delivery company. DHL offers to change day or address of delivery. I could not leave a note about the time, I explained.
But, they claim, nothing can be done.
Nobody apologised why there was no follow up with making sure that the goods will be delivered after 6.30pm or cancelling the order. Very simple.
I was told they will try to deliver the next working day, on Monday. But I already explained that I work full time,so Monday is not different than Friday. It is like talking to a brick wall.
I will never order anything anymore from this company.
Update: they left my huge parcel in front of the front of the house. Anybody can steal it now since I am at work. The road is 2 meters from here. It happened before that my parcel was stolen and it was much smaller. Very unprofessional.
I hope this message finds you well.
After reviewing your online presence, I noticed there may be opportunities to further strengthen your brand’s public reputation and customer trust. In today’s digital landscape, even minor reputation challenges can significantly influence purchasing decisions.
I am a Digital Reputation Management specialist focused on helping businesses maintain credibility, protect brand image, and improve competitive positioning online. My work includes identifying and disputing policy-violating reviews, implementing structured response strategies, and building sustainable, long-term reputation growth systems.
If you are open to it, I would welcome the opportunity to provide a confidential assessment and discuss how we can enhance your online standing strategically and professionally.
Kind regards,
[Jen]
I am very disappointed with this company. I ordered an item that I never received because it was lost during delivery, and instead of resolving the issue, they sent me an email asking me to provide a police report number.
How can a customer file a police report for an item they never received or even saw? This makes no sense and puts unfair responsibility on the customer instead of the company and their courier.
Honestly, I feel ashamed that I bought from this company. After this experience, I will never purchase from them again, and I would not advise anyone else to buy from them either.
If you lose customers’ parcels, you should take responsibility and resolve the problem professionally — not ask customers to go to the police.
Very poor service and extremely disappointing experience.
My parcel should of arrived Tuesday 24th February didnt turned up messages them and got told it was a technical issue and someone forgot to dispatch it then I wanted to cancel it they wouldn't let me its been horrendous experience worst company
This was one of the worst online shopping experiences I’ve ever had.
The product was blatantly misrepresented on the website. The photos showed tall stools suitable for a high table, but what arrived were barely taller than standard dining chairs. Completely misleading.
When I tried to return them, I discovered returns aren’t free — so I had to pay. I booked a collection, took a full day off work to wait in, and no one showed up. I contacted customer service, rebooked for the next day, took yet another day off, and again — no collection.
After this, I was outright lied to by customer service. I was told I needed to cancel the return and arrange (and pay for) my own courier privately or I might not receive a refund. Alternatively, they suggested rebooking yet again, despite two failed collections already. It felt like they were deliberately trying to avoid processing the return.
There is no proper complaints procedure. When I asked for a contact number or a way to escalate the issue, I was given nothing. No phone number. No complaints department. No accountability.
The entire experience was dishonest, chaotic, and completely unacceptable. I would strongly advise others not to risk their money here.
If I could rate 0 I would. I ordered a sink basin and unit on the 8th of February. On the 16th of February I enquired as to where my delivery was. I was told there had been an issue with the currier and I could have a free replacement sent to me with a delivery date of Friday the 20th of February. On Wednesday the 18th I recieved a delivery and was finally relieved to have my item only to discover that one side of the unit was broken in half!! I reported this and was told this was the original item that I do not receive and my replacement would still come on Friday 20th. The words ‘sure’ and ‘definitely’ were used to ‘reassure’ me I would receive the goods I payed for. On Friday the 20th at 4:30pm I enquired again as to why I still had no delivery email and no item at my house. I was told that I would recieve my item on Tuesday the 24th of February (only 2 days before I am to have my bathroom fitted and 3 weeks after I originally ordered and payed for the item). I was told I would ‘definately’ recieve a delivery email on Monday the 23rd to tell me the time of my delivery. At 8pm on Monday the 23rd of February I still have no recieved any confirmation that I will recieve my goods at all and as of now my account says it should have been delivered today.
Disappointed is an understatement for how I feel about the service I have received as a first time buyer. I have requested a full refund so I am able to buy another sink unit but will still be at a loss for having to cancel and reschedule my bathroom to be fitted.
I have been using Wayfair for years.
High-quality products.
Very good value.
And seems to be getting better.
Ordered a lovely chair the other day and it was delivered the very next day. Unbelievable.
AVOID AT ALL COSTS !!!!
I had my sofa delivered and paid the extra £40 for the set up which they came over and set up the corner sofa bed when they left 30 mins later I noticed that THEY STOLE THINGS FROM MY HOUSE AS STOLE MY APPLE AIRPODS as I know exactly where they was as even my partner confirmed where I put them…. I have phoned customer services and I had to spell out to the advisor what happened for them to go basically nothing they can do !!!! ABSOLUTE DISGUSTING
I have shopped with WayFair several times and have always been very satisfied with their products and their prices. This time I had to da a return because I didn’t like the colour or the feel of the fabric. Not their fault and they made returning very easy, Good Company.
All these saying they had great experience with wayfair are completely bogus comments of pipo who dont exist coz wayfair is very very very bad.
Ordered a double bed base and a single bed base was delivered, contacted them showed them photos of as proof that my double mattress cannot fit and they had the nerve to tell me it was the correct order. Dint know single bed bases are now classified as double bed bases, and they go ahead to offer me a refund of 35% of my money. What BS is that? They dont even deserve a 1 star
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