Wayfair UK
Reviews and Complaints
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Verified Reviewer |
Martock, England
Missing order, slow and dismissive customer service
My experience with Wayfair has been absolutely awful. I ordered a desk on the 19th October with an estimated delivery date for the 29th.
It still hasn't arrived as of this evening (11/11/23). Obviously I know it is est. date, but I had no updates on the tracking system at all beyond that it had been dispatched. The tracking history implied it hadn't been successfully picked up by the courrier so I contacted via their chat function to find out where it was.
I was referred to a specialist solutions team to locate it, which I was told would take up to 48hrs. 72 hrs later I contacted them again after no update, at which point they flagged the investigation and I got a reply saying it had been located and dispatched on the 8th of November. In said update they advised me to track the parcel online, but when I tried to, the order number no longer existed in their system. Which leads me to believe they lost my parcel and re-ordered it without updating the info.
This afternoon I sent a direct email to their customer service expressing my frustration and asked for them to resolve the issue.
I was sent a (admittedly speedy) reply full of platitudes such as "we're sorry this happened" and "customer satisfaction is important to us" but the email did not address any of my concerns, even saying "you can track your order online". I can't, that was the point of the email.
I have again been referred to the solutions specialists with a promise of an update within in 5 working days.
I shall have to wait and see if it is resolved but I'm yet to experience the "excellent standard of service" they claim to want to deliver...
Preferred solution: Price reduction
User's recommendation: DO NOT USE
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer
Order not received
Order no: 397991**** should have been delivered to me last Thursday and I am still waiting!!!
Tracking with Evri just says delayed which is not good enough and they are impossible to get through to.
Please investigate - this was to be a birthday gift and is now well overdue and no explanation or reason for delay.
If this isnt resolved very soon I would like a refund and if your chosen courier is Evri I will not be ordering from Wayfair again as it is impossible to find out where the parcel is.
Please respond as soon as possible.
Very dissatisfied customer
- Good choice of products
- Courier is evri - awful
Preferred solution: Deliver product or service ordered
User's recommendation: Don’t order from companies who use Evri - totally unreliable and impossible to contact
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |
Glasgow, Glasgow City
Order number #340779****
I orderd a wardrobe from you.and payed an extra
£103 for it to be erected at my property this angi
Pro company have now cancelled on three occasions this isn't what i expected from wayfair
If this isn't sorted out today i wish to teturn this wardrobe and get a full refund of £103 to my account. Your Raymond Cowgill
User's recommendation: Don't buy anything from wayfair
Oxford, Oxfordshire
Poor service delivery
My delivery had no items item check llist, a lot was missing when my workers came in to assemble the equipment. I had to pay them money as I had contracted them and I asked them to come back when missing items had been delivered.
It took me more than an hour to get to talk to someone. I was then promised to receive the missing items in a week but got an email stating its delayed. I took time off work to wait for the delivery on the promised day only to get an email asking me to send the item numbers and names after telling them I had not received an itemised list. Its now been a month and we are getting into Xmas with my house in mess.
I regret this purchase. A few friends of mine informed me about their similar bad experience.
User's recommendation: Buy from Wayfair as last resort.
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer
Order not fulfilled
Order placed on 10/9/23 with estimated delivery 14/09/23. Still not delivered, or even showing as dispatched on 22/09/23.
Can't speak to anyone over the phone, just chat. Told 5-7 business days for my query to be dealt with by internal investigation team.
Asked for IMMEDIATE refund and that too takes 5-7 business days!
AWFUL customer service. I will never use Wayfair again and will always dissuade others from doing so too
- Dreadful customer service
Preferred solution: Full refund
User's recommendation: AVOID,AVOID & AVOID
Dublin, Leinster
Parcel ordered 2 month ago not arrived
Hi. Expect to hear from my solicitor if i dont receive my parcel in the next 3-5 days .
2/3 parts delivered, my daughter was left disapointed because it didnt arrive for christmas despite delivery times saying it would be delivered at latest 12th December.
Still no update and its January. Im disgusted and will he taking legal action
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer
Deliver 26 items on the same day.
Hi,
I intend to place an order for 26 items (£2970). Since Im overseas now and these beds, sofa, dining set,bedding etc should be delivered to my apartment before I arrive there.
I have to hire a person helping to receive them in my apartment.
He is only able to help in 1 day.
Is it possible for you to help arrange deliver all items on Dec 18?
Im looking forward to hearing from you. My email is annblk858@***.com
Thanks,
Ann
Preferred solution: Deliver product or service ordered
Complaint
Its regarding fa chest or draws I ordered a while ago. The reason I did not complain earlier is because I did not open the box for months. The number is not working can someone call me please 077426****
Preferred solution: I’m planning to get rid of the draw I got I’ve given up trying to fix it and just get another one
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer
Return of goods July 18th 2023 No refund recieved
Return of goods July 18th 2023 No refund received. Constant email advising to wait 10 days from return to warehouse.
It was confirmed on July 18th?! but still no refund processed.
I am still waiting for my refund of £252.98. I would like a response asap.
Regards
Joanna
Preferred solution: Full refund
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer
Wrong order
Choose wrong order, when I called, I did get the help I wanted and was inconveniencing always. I had to return back the item. I had to print the label
- Last customer service call was great
Preferred solution: Full refund
User's recommendation: Not now
Beckton, Newham
Excahnge
Megan was excellent customer service personnel who dealt with my query promptly. She is very professional and understanding towards customer service.
Wolverhampton, Wolverhampton
To complain about a bed which arrived with parts missing and also having put most of it together realised they had also sent the wrong size. Double instead of small double 4 ft.
No problem with customer service they were helpful but would not order from wayfair again. Sending the wrong size with parts missing is ridiculous.
User's recommendation: Beware!
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |
Stoke On Trent, England
If i could offer a "0" I would.
Sent the wrong item, refused to expedite delivery of the correct item, refused any compensation for waiting in and wasted time, refused any contact with a Manager.
Complete apathy that they were int he wrong and a couldn't careless attitude.
All in all shoddy customer service and would never use again!!!DO NODO NOT USE
User's recommendation: DO NOT USE - CUSTOMER SERVICE AWFUL - POOR AND SHODDY
Preston, Lancashire
Damage orders
We called about the product we recieve damage cartons and warsrobe iswell but nów is everything done
Walthamstow, Waltham Forest
Your shed plastic claims to be 7 ft by 4 ft your diagram shows it to be 6ft by 4 ft which is it
as above john Hugill 0759039****
I wanted a reply to ,my question any company that is not forthcoming with its phone number and manned by a person and non existent Email --means I am not interested in you and I will go elsewhere . And you cannot be bothered to talk to me I believe you are USA based so I expect that arrogance.
I just wanted the true dimensions of thego elsewhere shed
User's recommendation: go elsewhere
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