Wayfair, LLC

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with her order. We stepped outside of our return policy and refunded the customer in full for the [redacted] Furniture - [redacted] Storage Platform Bed.The customer placed her order for the [redacted] Furniture -...

[redacted] Storage Platform Bed on 11/17/2016. The customer contacted us on 12/8/2016 stating the item was too large to fit down her hallway at which time we explained our return policy and process. We always strive to show all of the dimensions we have on a product, so that deliveries will go without any issues. To ensure items are secure through shipment, the extra packaging will be larger than the product itself. Unfortunately, due to the size of the packaging, this particular item was unable to fit into the customer's home. We are proud to offer our customer’s a 30 day return policy. Per our return policy, round trip shipping costs are deducted from the customer’s total refund.  In the rare event there is a discrepancy with the information the customer is provided, or with the item the customer receives, we will make an exception to our return policy. We have no desire to mislead our customers in any way and regret when these isolated incidents occur. We reached out to the customer to further apologize for these issues and informed her we issued a full refund. If she has any further questions or concerns, she can reach out to [redacted]. at [redacted]We hope this information is helpful in resolving the complaint.Thank you,Wayfair.com

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with her order. The customer’s order has been cancelled and her pending charge of $31.38 has been refunded.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 on our Partner site the [redacted] - [redacted] was listed with the incorrect quantity. We sincerely apologize for any inconvenience our error caused to the customer and have updated our listing to accurately show the correct quantity.  We have reached out to the customer to further apologize. If the customer has any additional questions or concerns she may contact [redacted], at [redacted]. We hope this information is helpful in resolving the complaint.Kind Regards, Wayfair.com

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with his order. The listing for the [redacted] - [redacted] Upholstered Bed was incorrect and was priced and sold as a set of rails. Once the error was realized we rerouted all shipments and...

provided customers with discounts on other beds. We have also offered the customer the bed at a heavily discounted price. We have no desire to mislead our customers and regret when these rare errors occur. In an effort to rectify our error, we have provided a full refund to the customer. 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.Kind RegardsWayfair.com

To Whom It May Concern:We sincerely apologize for the inconvenience our customer has experienced with her order.  The customer placed her order for two separate Badger Basket sets on June 2, 2015. The customer contacted us on June 7th to notify us that the 3 Piece Nesting Square Basket Set with...

Liners arrived with stains and was discolored. One of our service representatives promptly ordered a replacement set to be shipped out. The replacement was shipped on June 18th and delivered to the customer. The customer notified us that the condition of the new basket set was also unacceptable and we refunded her in full for that item. The total product price of $51.98 was refunded to the customer. The customer then requested to be refunded for the remaining balance on her order; however, that remaining balance is for a separate basket set that has had no reported issues. We have notified the customer of this and informed her that we would be happy to waive the return shipping fee as a courtesy if she wished to return the remaining set.  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. The customer placed her order on October 12, 2017 for the [redacted] Coffee Table. On October 16, 2017 the customer notified us that [redacted] Coffee Table she received was damaged. In an effort to...

rectify the situation, we fully refunded the customer $414.36 on October 20, 2017. 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.  In addition to the full refund, we have offered to have the damaged table picked up from the customer's home. We reached out to the customer to further apologize for the trouble. 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,[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]. on July 27, I contacted way fair because they continued to advertise the stopped pillows. [redacted] said " yes those are the pillows you will receive" . Deceitful compan practices. 
Regards,
[redacted]

To Whom It May Concern, We apologize for the inconvenience the customer experienced with their order. The customer ordered the [redacted] 63" Accent Shelves Bookcase on January 17, 2017 which was delivered on February 11, 2017. Regrettably, during assembly, the customer's wall was punctured...

by one of our delivery agents. Wayfair takes issues such as this very seriously and only work with licensed, insured movers, should in the rare event these circumstances occur. We advised the customer in February to open an insurance claim with our delivery company. Unfortunately, the insurance claim was not resolved in a timely manner and to correct this issue, Wayfair is working with the customer directly.We reached out to the customer to further apologize and issued the customer a full refund for the item.If the customer has any additional questions, they may contact [redacted], at [redacted] We hope this information is helpful in resolving this complaint. Best 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]. The business has not addressed the core complaint, that they did not disclose the currency of the transaction on their checkout confirmation page, as required by [redacted] policy. If the currency was disclosed as being USD, we would not have made the purchase. Attached are two files; one shows the [redacted] rule that was violated and the other shows the checkout confirmation page, showing the currency of transaction is not disclosed.As well, we disagree that the purchase was made on AllModern. Our recollection is that we were on the Wayfair.ca website, and the payment was processed by Wayfair. Unless the business can provide evidence to back up this assertion, we cannot agree with that statement as the billng confirms our recollection that we were on Wayfair.
Regards,
[redacted]

To Whom It May Concern,We are very sorry for the trouble the customer experienced on her order. We work hard to provide accurate shipping and delivery estimates and we sincerely apologize when an item is discontinued without prior notice. On January 16, 2018 the customer was notified by email...

that her order for the crib bedding was discontinued, and was no longer available. Her pending charge has been reversed, and credited back to her account.We reached out to the customer to further apologize for the trouble. If the customer has any additional questions or concerns she may contact [redacted] at [redacted]. 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 satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I have not received the items yet and was going to respond when I receive them. They did say they would sell them for the advertised price...Thank you
Regards,
[redacted]

To Whom It May Concern, We sincerely apologize for the inconvenience the customer experienced with his order. In an effort to rectify the situation we provided a $300 discount so the customer could locate the missing hardware a local hardware store.The customer placed his order for the Dwell...

Studio Mid Century Bunk Bed and Trundle on October 12, 2015 and contacted us on November 4, 2015 to notify us that his delivery arrived with the incorrect assembly instructions and missing hardware. The customer was able to locate the correct assembly instructions online and we ordered the customer a replacement hardware pack. On November 18, 2015 the customer notified us that he received the replacement hardware pack, but it was missing the specific parts he need to fully assembly the bunk beds. The Dwell Studio Mid Century Bunk Bed and Trundle is still available on our site as full complete units are in stock. However, regrettably, the replacement parts are out of stock until mid-January.  We sincerely apologize for any confusion this may have caused and agree the delay with the replacement parts is unacceptable.We have reach out to further apologize and are pulling the parts from a new product. We will be sending the customer the tracking information for his replacement parts as soon as the warehouse advises that the parts have shipped. If the customer has any additional questions he may contact [redacted] at [redacted]. We hope this information is helpful in resolving the complaint.Best Regards,Wayfair.com

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with our website. Wayfair's prices are subject to change on a day to day basis, any offer listed on the website is not a promise of future offers.We do our best to ensure that our products are listed with the...

correct and most up to date information, including available inventory. We sincerely apologize for any inconvenience this caused to the customer and have updated our listing to accurately show the correct and updated price. We have reached out to the customer to further apologize and offer an alternate resolution. If the customer has any further questions or concerns, she may contact [redacted], at ###-###-####. 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].
[I was not offered a significant discount, I was offered a measly ten percent. Wayfair is a company that prides themselves in getting over, regardless of what your policy says I was never told my order was cancelled due to pricing errors. If that had been the case I would have accepted that and moved on. Your company far to frequently make this mistake and takes advantage of the customers who support your business. What happened to the customer is always right or going above and beyond to fix an on going problem  to gain customer satisfaction. Your customer service reps are poorly trained and will say anything to get the customer off the phone now I can see why. Clearly management and department heads are only concerned about making money anyway they can. It just sad that you wil;l not own up to your faults and coorect them ]
Regards,
[redacted]

To Whom It May Concern, We sincerely apologize for the inconvenience caused to the customer. In an effort to rectify our error we have ordered a replacement for the customer, refunded the shipping charge, and discounted the order 15%.  The customer placed his order on 7/18/2015 for...

the Coast to Coast Imports [redacted]. Unfortunately, we experienced an unexpected transit issue and as a result we were unable to locate the item or determine its condition  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. On 7/30 it was brought to our attention that the packaging on the item was damaged but the product looked intact. We asked the customer if they’d like to accept delivery and inspect the product in the event that only the packaging was damaged and the customer agreed. However, as the freight changed hands between carriers during this time we were unable locate the item and as a result unable to deliver the sideboard.  If the customer has any additional questions or concerns, she may contact [redacted], at [redacted].We hope this information is helpful in resolving the complaint. Best 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. The response asserts the incorrect listing has been removed from partner websites.  [redacted] search for the product "[redacted]" that I ordered shows multiple wayfair associated partners still have the incorrect listing with incorrect photo, weight, and dimensions and no reference to the length of wire on the spool.  Wayfair seemed to think I ordered product ID "ZIPCORD-250-18W", but that wasn't my order.  Product listings for ZIPCORD-250-18W and similar have been corrected with more accurate shipping weights and removed misleading package dimensions across multiple websites since I notified them.  Multiple listings from Wayfair still have unrepresentative photos representing full spools of larger sizes.  I acknowledge their progress improving listing descriptions, but they are still misrepresenting and trying to sell the product that I ordered [redacted].Additionally, their response makes no acknowledgement of the unreasonable amount of effort (past and ongoing) to get Wayfair to understand their mistakes and fix misleading marketing and poor service.  No customer should be asked to pay return shipping when a wrong product is shipped and/or producted description was blatantly misrepresentative.  They should acknowledge their customer service violated standards and how the are resolving that problem.A refund and persistent unfair marketing is not compensation for my wasted time, my effort to help, my attempt to stop unfair service practices, or the lack of wire I ordered to connect my light display.
 
Regards,
[redacted]

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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

I finally got my refund so please close the case   
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 #[redacted]. 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. 
I have gone back and read previous comments and complaints. This issue appears to happen very frequently with Wayfair pricing. I do not feel that it is right or fair. I was only contacted via email after I submitted my complaint to the Revdex.com, not before as promised why Wayfair called to cancel the original order. And, I was offered 25% off of the same rug, not a future purchase. I still feel that they should honor the price I made the order for, or substitute a comparable rug for that price.
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced.We unfortunately experienced a pricing discrepancy on our browsing page. We incorrectly listed the set of two [redacted] Ladder Back Side Chairs with the price of one chair only. When viewing the chairs on...

the product page or in the customers shopping cart, the price was reflected correctly for the set of two. We have no desire to mislead our customers and regret when these errors occur. We have since corrected this error on site.In an effort to rectify our error, we have ordered the customer the chairs at the $79.99. 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,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].
There was NO "large" discount offered for future purchases as referenced in the business's reply.  There was no discount offered period.  This is completely not true, but also does not surprise me.  I was offered to purchase the item I ordered (that was mis-advertised) for additional $500, which is a repetitive special price for this item at other retailers.  After all the trouble I have been thru with Wayfair, why would I want to pay the "usual" price?  I can buy this item from [redacted] or similar merchant.  Also, Wayfair did not discover the issue until I reached out to them, which was well beyond the promised shipping date range.  Very disappointed.  Not a reputable company, and others should really be aware of it.  Businesses make mistakes, but customers should not be the ones paying for them.Additionally, previous business response provided a link to the "user agreement" referencing the fact that Wayfair can cancel any order and adjust any price at any time.  The link is not working, and I am not surprised.  ?
Regards,
[redacted]