Trust Score 64/100 · 5 sources · 3,020,810 reviews · updated 16 Oct 2026
Wayfair reviews
In short
Is Wayfair legit?
Wayfair is rated 1.4 out of 5 on Trustpilot (6,061 reviews), 1.29 on Sitejabber (2,091 reviews) and 1.08 on BBB (1,968 reviews). On Trustpilot, 82% of ratings are one star and 8% are five stars. The app stores look far better, at 4.87 on the App Store and 4.79 on Google Play, but many sampled app reviews are from Service Pro contractors who assemble furniture, not from shoppers. BBB lists an A+ grade alongside 5,141 complaints in 3 years.
Trust Score 64/100 from 3,020,810 public reviews across 5 sources, updated 16 Oct 2026. How we score
- Rating sources
- 5
- Ratings counted
- 3,020,810
As of 16 Oct 2026 · How we score
AI summary
Wayfair is rated 1.4 out of 5 on Trustpilot (6,061 reviews), 1.29 on Sitejabber (2,091 reviews) and 1.08 on BBB (1,968 reviews). On Trustpilot, 82% of ratings are one star and 8% are five stars. The app stores look far better, at 4.87 on the App Store and 4.79 on Google Play, but many sampled app reviews are from Service Pro contractors who assemble furniture, not from shoppers. BBB lists an A+ grade alongside 5,141 complaints in 3 years.
- Customers praise the wide selection, good prices and products they say are hard to find in stores. Google Play reviewers call it easy to use, and 87% of its ratings are five stars. Google Play
- Some customers say the furniture is well made for the price. One reports a king bed that was sturdy, real wood and built in 2 hours. Trustpilot
- Several customers say a good support agent or an escalation fixed a problem. Examples include a replacement part ordered for a defective table leg and a replacement for a damaged picture. Trustpilot
- Some reviewers report orders that arrived on time and as described. Several say they are long-term repeat customers. Trustpilot
- Customers report late, rescheduled, failed or cancelled deliveries. Some say orders were cancelled and then re-listed at a higher price. Trustpilot
- Customers report high return shipping costs and fees, such as a 15% restocking fee and a $150 reroute fee. Some say the item was not as described in size, colour or finish. Trustpilot
- Customers report damaged or missing parts and defective items. One Google Play reviewer says at least 75% of their orders had quality control problems. Google Play
- In early October 2026, many BBB complainants report being billed months later for small amounts after Wayfair said they were undercharged. They also report unexpected Wayfair Rewards charges. BBB
- Customers describe scripted, repetitive support and refusals to refund when packages are marked delivered. Some are asked for police reports. Trustpilot
Summary written by AI from 150 public reviews across the sources below on 17 Oct 2026. Short excerpts link to their source. No reviewer names.
Key facts
| Source | Rating | Reviews | Updated |
|---|---|---|---|
| Trustpilot | 1.4 / 5 | 6,061 | 16 Oct 2026 |
| App Store | 4.9 / 5 | 2,549,687 | 16 Oct 2026 |
| Google Play | 4.8 / 5 | 461,003 | 16 Oct 2026 |
| Sitejabber | 1.3 / 5 | 2,091 | 16 Oct 2026 |
| BBB | 1.1 / 5 | 1,968 | 16 Oct 2026 |
Delivery, returns
and support
How is Wayfair delivery?
Delivery is the most common complaint in the sampled reviews. Customers report delays of a week or more, repeated rescheduling, and four failed delivery attempts on one sofa. Several BBB complainants say delivery photos did not match their home and they were asked for police reports. A few Trustpilot reviewers say orders arrived on time. The data gives no typical delivery time in days.
How do Wayfair returns work?
Customers report that returns are costly. They cite no free return shipping, high online return fees and a 15% restocking fee. Some say support steered them to a replacement instead of a refund. In several BBB cases the brand reply says a full refund was issued after the complaint. Customers also report refunds taking 7 to 10 days or longer.
How is Wayfair customer support?
Customer reports on support are mixed but mostly negative. Complaints include chat agents repeating the same answer, promised callbacks that never came, and warranty claims passed between Wayfair and the manufacturer. Some customers praise a specific agent or a phone call that fixed the issue. A few say a public review prompted action. Service Pro contractors in the app stores also call support poor.
How is Wayfair quality?
Customers report uneven quality. Many describe damaged, scratched, defective or incomplete items, and products that differ from the listing in size or colour. Others say the same kind of furniture was sturdy, well made and good value. Sitejabber has older reviews saying items wore out after about 3 years but were worth the price.
What customers say
about Wayfair
Wayfair immediately stepped in. They contacted the manufacturer on my behalf and told me a replacement part had been ordered
I received an email from Wayfair notifying me that I was under billed for purchases I made on May 27, 2026.
I absolutely love every single thing, good quality and great prices that keeps me coming back.
at least 75% of my orders have had issues with extremely poor quality control
free shipping to return an item is not available! Furthermore the cost to return online is ridiculously high!!!
I have been ordering furniture and household items from Wayfair for years without any problems until I ordered a large cat tree and it arrived broken in one spot.
Questions about
Wayfair
Is Wayfair legit?
Wayfair is a real retailer that delivers many orders. Its BBB grade is A+, but BBB also lists 5,141 complaints in 3 years. Trustpilot rates it 1.4 out of 5 from 6,061 reviews, and customers mainly report delivery, return and billing problems.
How long does Wayfair delivery take?
The data does not give a standard delivery time. Customers report delays of a week or more, repeated rescheduling and some cancelled orders, especially on large furniture. One Trustpilot reviewer advises adding at least 2 days to any delivery date for a larger item.
Can I return Wayfair furniture?
Customers say returns are possible but can be expensive. They report return shipping costs, a 15% restocking fee and a $150 reroute fee on a cancelled sofa. Some say refunds were slow, and Wayfair says it handles defects and damage within 30 days of delivery.
Does Wayfair reply to bad reviews?
Yes. It replies to 98.5% of Trustpilot reviews and 98.8% of Google Play reviews, usually with an apology and a request to continue by email or phone. It answers 50% of BBB complaints and none on Sitejabber.
Is Wayfair worth the price?
Some customers say prices and selection are good and the quality matches what they paid. Others say Amazon or Walmart offered the same item cheaper, or that prices changed after they ordered. Return fees and billing corrections can also add to the cost.
Ask the agent
about Wayfair
Try one of these:
Sources
- 5494
- 4128
- 3147
- 2298
- 14,994
Brand replied to 99% of reviews
As of 16 Oct 2026
- 5402,412
- 438,856
- 38,617
- 23,357
- 17,755
Brand replied to 99% of reviews
As of 16 Oct 2026
- 5218
- 439
- 340
- 2127
- 11,649
Brand replied to 0% of reviews
As of 16 Oct 2026
Brand replied to 50% of reviews
BBB grade A+, 5141 complaints in 3 years
As of 16 Oct 2026
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