Wayfair, LLC

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

To Whom It May Concern,We sincerely apologize for the inconvenience caused to the customer.The customer placed their order on May 18, 2017 for the 30" Free-standing Electric Range. The customer contacted us on July 1, 2017 stating they received the incorrect item. As a result, a replacement was...

ordered. The customer refused delivery of the replacement on July 20, 2017 due to the item being the same item that was originally delivered. Unfortunately, we incorrectly listed the 30" Free-standing Electric Range. 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 and have provided a discount on a different item. If the customer has any additional questions, they 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 sincerely apologize for the trouble the customer experienced with his order. In an effort to rectify the situation we have stepped outside our policy by applying a discount to match a previous listing for the customer's order.We do our best to ensure that our products are...

listed with the correct and most up to date information. The customer purchased his upholstered bed on our Daily Sales, where we offer special pricing on certain items for a limited time. On June 11, 2016 the customer contacted us to report the item had changed in price. We explained to the customer we are unable to honor price changes on daily sales items. We do understand the customer's frustration and agree that an exception could have been made.We have reached out to the customer to further apologize and we have stepped outside our policy by applying a discount to match the previous listing price. If the customer has any further 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 inconvenience the customer experienced with her order. The customer placed her order for [redacted] on April 25, 2016. The customer contacted us on April 28 to notify us that her delivery arrived and was missing...

the crib mattress. We promptly ordered the customer a replacement mattress to be shipped. Unfortunately, this replacement mattress was lost in transit and on May 18, 2016 we ordered another replacement mattress. We sincerely apologize for the trouble caused and agree that the delay with the order is unacceptable. We reached out to further apologize and have confirmed the replacement mattress was delivered on May 20, 2016. If the customer has any additional questions she 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 apologize for the inconvenience the customer experienced with her order. In an effort to rectify the situation, we fully refunded the customer $187.26 on May 19, 2016. On May 15, 2016 the customer requested to return the merchandise through our self-service ‘My...

Account’ online feature. They selected to return it via their own method, in which we process a full refund but the customer is responsible for the return shipping out of pocket.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. Regrettably, the defect issue was not properly addressed as we had not been notified that the print received was not how it appeared in our product listing until the after the customer had already paid return shipping costs out of pocket and returned the item.We understand the customer's situation and agree that they should not have had to paid return shipping costs for the incorrect merchandise. Unfortunately, we are unable to issue a refund for more than what the customer originally paid.We reached out to the customer to further apologize for the trouble and have provided a gift card to use towards a future purchase. 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

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 did not accept, agree with or
consent to any such terms and conditions knowingly. The site didn’t prompt me
to accept any terms of use during or after I purchased my items.  Also I was offered a 20% discount for my inconvenience
not 15%. How will the 20% discount be administered unto me and will I have at
least another 45 days to make another purchase because I am now out of town?
  
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 caused to the customer. The customer placed their order on 11/28/2016 for the [redacted]® - [redacted] Reclining Sectional. The item shipped on 11/30/2016. Unfortunately, the customer received the incorrect sectional...

portion. We attempted to resolve the issue however the customer requested a full refund. At this time, we requested that the customer hold the order for two weeks in case we needed to retrieve the product. We attempted to contact the customer via email between 2/17/2017 and 2/24/2017 as well as set up a pick up return to retrieve the product, but the pick up was refused by the customer. As the product had not been returned, the customer was re-billed for the product.We reached out to the customer to further apologize and arrange the return of the item. The return was confirmed at our warehouse on 3/30/2017 and the customer's refund will be processed within 3-5 business days.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

To Whom It May Concern,We apologize for the inconvenience the customer experienced with his order.  We stepped outside of our return policy and will be refunding the customer in full for the [redacted] Furniture - Element Platform Bed. We are proud to offer our customer’s a 30 day return...

policy. Per our return policy, return shipping costs are deducted from the customer’s total refund.  The customer placed his order on 7/1/2015. At the time the order was placed, we provided the customer with an expected delivery date of 7/31. On 7/18 the customer contacted our service team to inform us that they would not be able to accept delivery after 7/22. Unfortunately, due to the order shipping with a Large Parcel Carrier we were unable to expedite the shipping and meet the customer’s deadline.  We reached out to the customer to further apologize and offer assistance with his return. If the customer has any additional questions, he may contact J[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 Wayfair and have determined that the offer to replace the grill with the current model does satisfy my concern in reference to complaint #[redacted]. Although I am yet to receive the substitute [redacted] II LX E-340 LP Gas Grill as promised, I trust that Wayfair will honor their promise.I understand that by choosing to accept the business response, and Wayfair fulfills the promise as outlined above, that my complaint will be closed as resolved. 
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 stepped outside of our return policy and have fully refunded the customer for the return of the Sofa Color: [redacted]
The...

customer placed her order for the Sofa Color: [redacted] on 5/16/2016. The customer requested cancellation on 5/19/2016, regrettably, the custom made sofa was already in production and once an item is in production we are unable to cancel the order. If a customer is no longer interested in an item, they are welcome to return the item and are responsible for return shipping costs per our return policy. We understand the customer’s situation and as a one-time courtesy we have waived the return shipping costs and re-directed the shipped sofa to our warehouse.We have reached out to the customer to further apologize and to assist with returning the sofa for a full refund. 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 Regards,Wayfair.com

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with his order. In an effort to resolve the situation, we have placed a new order for the [redacted] Furniture - 24" Bar Stools.The customer placed his order for the [redacted] Furniture - 24" Bar Stool on June 26,...

2016. The items listed in our clearance center are previously purchased and returned merchandise that we offer at a large discount. Unfortunately, we were unable to fulfill the customer’s order with clearance stock and as a result we cancelled the order as we are unable to provide new inventory at the clearance pricing.We have reached out to further apologize and have placed a new order for the [redacted] Furniture - 24" Bar Stools. 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

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with her order. The customer placed her order for the Ultimate Stretch Faux Leather Wing Arm Chair. Unfortunately, we incorrectly listed the product as being an arm chair when it was actually for a slip...

cover that fits the arm chair. We have no desire to mislead our customers and regret when these rare errors occur. We have reached out to further apologize and have provided a full refund. 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 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 received a call from wayfair yesterday and they simply offered me an $80 discount and told me I still have to pay $701.00 for new matching stools. When I said that I was not willing to pay anymore money to them the man on the phone stated they would not give me anything free of cost because they "wont gain any revenue". Clearly they're more concerned with their profits than satisfying customers when they and their manufacturers have made a huge error. The bar stools continue to be advertised on the wayfair website in the original fabric, falsely advertising these items. I am not satisfied with the resolution they have offered me as it is nowhere near a "substantial discount". The public needs to be made aware of the low regard in which they hold their customer and the continued false advertising they have on their website.   Regards,
[redacted]

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]. After entering my complaint to the Revdex.com, I contacted Wayfair's Business department via email on August 25.  On August 28th, I received an email response essentially restating the idea that "we cancelled your order because our company made a mistake and we are not going to do anything about it other than cancel your order, refund your money, and offer you 15% should you decide to purchase the item cancelled".  I responded to that email on August 29th.  I also wrote letters to the CEO, General Manager, and VP of Sales that was addressed and sent out via USPS Priority Mail with signature delivery confirmation.  I received a call from [redacted], a senior customer service representative by direction from the CEO (allegedly) on Sept 1, where he said that "from a customer perspective I completely agree with your position, however, we are a company" and was willing to offer me 50% off of the rug I had chosen.  I told him that we still could not afford that, and we wanted the rug at the price they had advertised.  He said that he would be willing to work with me on another rug, but could not do any better than 50% off with the one that I had purchased.  He said that if he did it for me, they would have to do it for everyone.  When I told him that according to the numbers that were online, even if the company gave everyone that had issues free products at the same loss as mine (~$1500), then based on Wayfair's earning reports, the company would lose less than 0.00082% of their ~$750 million per quarter earnings.  I was told that the finances were "more involved" than that, but that he understood my point.  With the company's obvious unwillingness to accept fault, and if the problem is as widespread as it must be for them to be unwilling to lose such a small profit margin, then it forces me to question the ethical perspective of the company.  As such, I will be contacting the FTC, my state Attorney General's Office, and several companies with whom Wayfair conducts advertising business to ensure that each understands the "customer service" that Wayfair conducts.
Regards,
[redacted]

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 would like to add, that I have not received our order as of yet and it is not due to arrive till mid October, so as long as it arrives as ordered I will be very happy with the resolution Wayfair has offered.  It is a shame that I had to go this route, would have been nice if it was offered right from the beginning :)
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience caused to the customer. The customer placed his order on Friday July 10th for the [redacted] . The customer called our service team on 8/31 to inform us that part of this island was...

damage. We promptly ordered the customer a replacement part which was shipped on 9/1. Unfortunately, the part arrived with damaged as well. We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers and we agree that the damage to the customer’s item is unacceptable.We reached out to the customer to apologize and provided several solutions. The customer has agreed to keep the item with a $150.00 discount. The discount was applied on 9/17/15. If the customer has any additional questions or concerns, she may contact [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’s order has been cancelled and the a refund of $66 has been issued to her [redacted] Account. 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 his order for the 5-Piece Jardin Patio 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 reached out to the customer to apologize and offered a discount off a future purchase and offered alternative options, closer to the original price point. 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