Wayfair, LLC

To Whom It May Concern,We apologize for the inconvenience the customer experienced with his order. In an effort to rectify the situation, we have ordered the missing parts and scheduled a medic to assemble the bed. We handle standard returns, defects, and damage issues within 30 days of...

delivery. During this time, we are happy to order replacements parts or units, or offer a full refund for damaged or defective items. On January 16, 2016 the customer notified us that they were missing supports to assemble their bed. Regrettably, we experienced multiple issues and delays with their part request, which we agree is unacceptable. In an effort to rectify the situation, we have confirmed with our warehouse the parts have shipped, and we have arranged to have their bed assembled by a professional. We reached out to the customer to further apologize for the trouble. If the customer has any additional questions, he may contact [redacted] at [redacted]. We hope this information is helpful in resolving this complaint. Kind Regards,Wayfair.com

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. . Please see my response to [redacted] from Wayfair.com's Customer Advocacy Team:
Hi [redacted],There is no confusion, Wayfair is showcasing a product, in this case a living set, for the wrong price. The price happens to be the same price as one of the sofas that is part of the set. I was in the Living Room Set section (not in the Sofa section), the image shows a 3-piece set (not a sofa), the original price of $2,579.97 CDN is based on the set (not a sofa). How is anybody supposed to know that the $704.50 refers to only one sofa part of the set? Nowhere does it state that this set starts at a base price of $704.50, not in the Living Room Set section nor on the product page. On top of that, there are other sets in the Living Room Set section where there is no price discrepancy for the reasons that you described (which your customer service representative explained it’s because the items are not sold separately as well, they are only sold as a set.). A customer has to call Customer Service to get an explanation as to why and how this information is false and misleading. It is not clear to the customer, no less to this avid online shopper with professional experience in retail marketing. If this were a smaller item such as an article of clothing that was promoted at an incorrect lower price, the retailer would have to honor the lower price. By law, I believe that you must honor the incorrect lower price that you are showing it at.To add insult to injury, you are offering me a discount less than the discount that was offered to me last Friday. I was offered the set for $1200 then. Still almost $500 more than the price that it is being advertised at.I would like to buy 2 sets at $704.50 and would like this false claim corrected either by adding “starting at $704.50” or “$704.50 for 1 piece”. Thank you,[redacted]
Regards,
[redacted]

To Whom It May Concern, We unfortunately encountered a pricing error with the [redacted], and as a result the customer’s order was cancelled and all pending charges reversed. We truly regret when these infrequent errors occur and are making all efforts to avoid a similar...

situation from happening in the future. Additionally, per our order acceptance policy, “Errors will be corrected when discovered, and Wayfair reserves the right to revoke any stated offer and to correct any errors, inaccuracies, or omissions (including after an order has been submitted)“ ([redacted]).We reached out to the customer to apologize and applied a discount off of a similar item since the original item is currently unavailable. If the customer has any additional questions or concerns he may contact [redacted], at [redacted] We hope this information is helpful in resolving this complaint.Kind Regards,[redacted]Wayfair.com

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order.The customer placed her order for the [redacted] sofa on February 24, 2016, which shipped from our warehouse in North Carolina and was delivered on March 11, 2016. The customer placed her order for the...

S[redacted] on February 23, 2016, which shipped from our warehouse in New Jersey and was delivered on February 25, 2016.  On June 24, 2016 the customer notified us that the [redacted] Sofa and the S[redacted] she ordered has bed bugs. Quality Control is very important to us and have confirmed with both warehouses that no additional cases have been reported. We understand the customer’s situation and have advised the customer to contact an exterminator right away to remove the pests and have requested the exterminator’s report determining the source of the infestation to help us continue our investigations. We reached out to the customer to further apologize for the trouble and we are awaiting the outcome of the exterminator’s report. If the customer has any additional questions, she may contact [redacted], at [redacted]. We hope this information is helpful in resolving this complaint. Kind Regards,Wayfair.com

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with our listing.We do our best to ensure that our products are listed with the correct and most up to date information. Regrettably, when the customer attempted to place an order for the [redacted] 5 Piece Dining...

Set, the item was listed with the incorrect price. We sincerely apologize for any inconvenience our error caused to the customer and have updated our listing to accurately show the correct price. We have reached out to the customer to further apologize. If the customer has any further questions or concerns, she may contact [redacted], at 857-317-7253. We hope this information is helpful in resolving this complaint.Kind Regards,[redacted]Wayfair.com

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. i appreciate the partial discount that I requested and received but until I receive the item, this should remain an open concern and issue  I was advised a new table was ordered while they look for my table but since their have lost it twice and another order once, I have major concerns with the operation of their delivery agent since we are now 0/3 during the last two months  
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience caused to the customer.The customer placed his replacement order on 11/16/2016 for [redacted] Flooring - 5" Solid Hickory Hardwood Flooring in Gold Rush due to the original order arriving with manufacturing defects. The original...

delivery estimate was for December 6, 2016. Unfortunately, we experienced an unexpected issue with our freight where we had to switch companies and pushed the delivery date from 12/6 to 12/13. We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers and we agree that the delay with the customer's order is unacceptable.A customer service manager worked with our freight team to have the item delivered on Saturday, December 10th which was the soonest they could accommodate the delivery. We sincerely apologize for any inconvenience this delay caused. If the customer has any additional questions or concerns, he may contact [redacted], at [redacted] We hope this information is helpful in resolving the complaint.Best Regards,[redacted]Wayfair.com

To Whom It May Concern, We apologize for the inconvenience the customer experienced with her order. In an effort to rectify the situation, we stepped outside of our return policy and have fully refunded the customer for the return of the Three Posts - [redacted] Sofa. The customer placed...

her order for the Three Posts - [redacted] Sofa on 2/17/2017. At the time of purchase, we provided her with an estimated ship date of 3/14/2017. The customer contacted us on 2/17/2017 to request that her order be cancelled. Unfortunately, at that time, the customer's order was already in production and once an order has begun production, we are unable to cancel it. If a customer is no longer interested in the item, they are welcome to return the item and would be responsible for return shipping costs. We have reached out to the customer to further apologize for the frustration caused, and informed her we issued a full refund for the return shipping. If the customer has any further questions or concerns, she may contact [redacted], at [redacted]. We hope this information is helpful in resolving the complaint.Kind Regards,Wayfair.com

To [redacted]:Let me provide you with a time line of events. You may have not been aware of everything your agents have been telling me. And if you don't believe me, please look in my records, because they claim to put them. But everything from Wayfair's end has been a lie. So please read thru this because you are very quick to hear only Wayfair's side. I ordered my items the first week of April 2017.The week of April 17th, I get a call for delivery. The first option they provided is a Wednesday. Because like many others, I say I work. So they offer 5/6. I ask for a window time and I am told someone will call me back with a window time. No one ever does. Due to various reasons of more issues than help, I escalated the problem, since not one of your Wayfair agents could help.4/28 - I have an email FROM [redacted] saying that she has reached out to the freight department to request the first priority delivery on 5/6. They will get back to me shortly. She will also be out of the office all next week and someone will be happy to help if I call the number.Last week - I call the number on 5/3 trying to find a window time. The lady I spoke to (I am stupid for not getting a name) word for word told me to call the carrier and they would give me the information. I specifically asked "will I have any trouble from them getting this? She replied with "no they are aware of your situation." I call [redacted] transport, and when I told them what she said they said "we don't do that, she lied to you." Great.I call back and speak with [redacted]. Now I am furious. I tell [redacted] what I want. Demand it. First priority. After a few minutes, she tells me a window time is given 24 hours in advance. Then, changes it to say "I will get a call in the afternoon with the window time." Getting a call in the afternoon is not 24 hours before delivery. Just a heads up. [redacted] also lets me know that she will be out of the office on Friday.I receive a voice message on 5/5 saying my delivery will occur between 11am-3pm on Saturday. That is not first priority. I call back and speak to [redacted], He says that he will do everything he can to fix it. I ask him to call me within an hour and confirm this information. In 58 minutes, he calls me to tell me the above. I ask for a manager and he is the only manager. Right.In the mean time, [redacted] sends me an email and says "there is nothing we can do about this even if you call." I write her back and tell her never to reach out to me again. I am not sure how you think [redacted] agents reaching out to me is going to help the situation. But that's the Wayfair agents. Brilliant, I tell you. Brilliant. [redacted] emails me later and says he will again be there to help, but that he is out on Saturday. I've noticed a pattern. One person helps you, then they are out the next day. Is this normal in your company? You say you can help and then just disappear? You try to act like you all care and then make someone else deal with it? In response to your message below: 1) You stated window times are provided within 24 hours in advance. Why was I contacted at 2pm on Friday? That is not 24 hours in advance.2) Not ONE person told me it was based on where I was located. However, I was told about 10 times, oh it depends when the schedule is made.3) You even stated that your agents would try to get me an earlier time. At what point was one of your agents going to go out of there way to be like "look I contacted, what happened?" Instead, every single agent said no sorry, nothing we can do without an explanation.4) I still want to understand why after I talked to one person, they are conveniently out of the office the next day. Happened to the three people I spoke with.5) I want to know why YOUR agent clearly lied to me. And that's what [redacted] told me. She told me to call them and I did and that they would give me a window time. That was a lie. This is how you treat your customers?6) You were very quick to charge my card and then say that oh we did you a favor and gave me a measily 10% refund. Despite all the issues that I went thru, not ONE apology was provided. Not one.7) You say you have tried to reach out to me countless times to apologize? I see not one voice message from Wayfair. You all were quick to leave messages before and now, not one. How do I know if this is valid? I've been lied to once before. Why not do it again? I have zero desire to ever speak to any of Wayfair again. And with plenty of websites out there that actually care for the customers and would like feedback, explain to me why Wayfair will do anything to redeem their customers? You don't and instead, you encourage your representatives to have the most basic interaction with your customers. The ones that keep your company in business. You can't help and you want to keep claiming you've apologized when not one person has made a bit of effort and only reads based on what's told to them on their computer screens? Then, enjoy my money. And I will make sure reviews are written everywhere I can to warn other customers so they were not treated the way that I was.Not one apology was provided. Not one. Again, your agents lied to you. What they do best apparently at Wayfair.

To Whom It May Concern,We apologize for the inconvenience the customer experienced with their order. In order to rectify this issue, we have offered to send a replacement cookware set or refund the customer in full. We handle standard returns, mis-shipments, defects, and damage issues within 30...

days of delivery. In the event parts are missing or the incorrect product is shipped, we are happy to send replacement parts when available, or a full replacement item if needed. Regrettably, this situation was not properly addressed as we had not been made aware of the mis-shipment. We have no desire to mislead our customers and regret when these rare errors occur.We reached out to the customer to further apologize for the trouble and have offered to send a replacement or provide a full refund. If the customer has any additional questions, they can contact [redacted] by calling [redacted]. We hope this information is helpful in resolving this complaint. Kind Regards,Wayfair.com

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #12135722. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
 
Regards,
[redacted]

To Whom It May Concern,We apologize for the inconvenience this order has caused our customer. We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers. Regrettably, the customer's order was lost in transit and agree the delay with the...

customer's order is unacceptable. The customer's [redacted] 5 Piece Seating Group has been replaced and the expected delivery date is 8/1/17. We reached out to the customer to further apologize and applied a discount to the order due to the inconvenience. If the customer has any additional questions he may contact [redacted] at ([redacted]. We hope this information is helpful in resolving this complaint. Kind Regards, [redacted]Wayfair.com

To Whom It May Concern, We apologize for the inconvenience the customer experienced with her order. We unfortunately encountered a pricing error with the [redacted] - [redacted] Sofa, and as a result the customer's order was cancelled and all pending charges reversed. We truly regret...

when these infrequent errors occur and are making all efforts to avoid a similar situation from happening in the future. We reached out to the customer to apologize and offered a discount off a future purchase. If the customers have any additional questions or concerns she may contact [redacted] at [redacted]. We hope this information is helpful in resolving this complaint.Kind Regards,Wayfair.com

To Whom It May Concern,We sincerely apologize for the inconvenience caused to the customer.The customer placed her order on February 16, 2017 for the [redacted] Sofa. Unfortunately, we experienced a technical error on this order and pushed the shipping date to March 2, 2017. We strive to ensure that all...

orders are successfully filled and delivered to the satisfaction of our customers and we agree that the delay with the customer's order is unacceptable.The customer's order was shipped on March 2, 2017 and we have reached out to the customer to further apologize for the delay.If the customer has any additional questions or concerns, she may contact [redacted], Revdex.com Liaison at [redacted]. We hope this information is helpful in resolving the complaint.Best Regards,[redacted]Wayfair.com

To Whom It May Concern, We apologize for the inconvenience the customer experienced with this misinformation on our site. The customer’s order has been cancelled and his pending charge of $234.99 has been voided.Regrettably, we encountered a pricing error with the Lark Manor - Right Hand Facing...

Sectional, and as a result the customer’s order was cancelled and all pending charges reversed. We truly regret when these infrequent errors occur and are making all efforts to avoid a similar situation from happening in the future. Additionally, per our order acceptance policy, “Errors will be corrected when discovered, and Wayfair reserves the right to revoke any stated offer and to correct any errors, inaccuracies, or omissions (including after an order has been submitted)“ (http://www.wayfair.com/customerservice/general_info.php#terms).We reached out to the customer to apologize and offered to work with the customer on a discount. If the customer has any additional questions or concerns he may contact [redacted], at [redacted]. We hope this information is helpful in resolving this complaint.Kind Regards,Wayfair.com

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with her order. In order to rectify the situation, we have provided the customer a full refund refund.We do our best to ensure that our products are listed with the correct and most up to date information....

Regrettably, when the customer placed her order for the 32" x 48" 'San Francisco Bridge I' by Revolver Ocelot Photographic Print on Wrapped Canvas, the item was listed with the incorrect product information and price. We sincerely apologize for any inconvenience caused and have updated the listing to accurately show the correct description and price. We have reached out to the customer to further apologize and provided a full refund. If the customer has any further questions or concerns, she may contact [redacted] at [redacted]. We hope this information is helpful in resolving this complaint.Kind Regards,Wayfair.com

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
I contacted the credit card company and the person I spoke with said to contact Wayfair not them 
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with his order.  We partner with several other large online retailers, including [redacted].com.  They list our items on their website, and we provide any follow up customer service....

 Unfortunately, we experienced a system error which incorrectly pictured a Lifetime-Yard Cart as a Lifetime-[redacted] Basketball System.  It is never our intention for this type of mis-match error with model numbers to occur. As soon as the error was brought to our attention, we promptly cancelled the order and issued a full refund.    A manager also followed up with the customer to offer a significant discount off the basketball system if they wanted to replace the order. Additionally, per our order acceptance policy, “Errors will be corrected when discovered, and Wayfair reserves the right to revoke any stated offer and to correct any errors, inaccuracies, or omissions (including after an order has been submitted)“ [redacted] If the customer has any additional questions or concerns he may contact [redacted], at ###-###-####. We hope this information is helpful in resolving the complaint.Best Regards,[redacted]Wayfair.com

To Whom It May Concern, We apologize for the inconvenience the customer experienced with her order. In an effort to rectify the situation, we have fully refunded the customer for the [redacted] - Arm Chair, QTY 2. The customer placed her order for the arm chairs on September 27, 2015. At...

the time of purchase, we provided her with an estimated ship date of October 13, 2015. The customer contacted us on October 7, 2015 informing us she needed the item sooner and we strived to get the chairs to the customer as soon as possible.Regrettably, we were unsuccessful in getting the item to the customer. We have reached out to the customer to further apologize for the frustration and informed her we issued a full refund and provided a coupon code for 15% off a future purchased.If the customer has any further questions or concerns, she may contact [redacted] at [redacted]. We hope this information is helpful in resolving the complaint.Kind Regards,Wayfair.com