Wayfair, LLC

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 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 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]

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]

I accept.  However, the only item not commented on is the repeated attempts to contact Wayfair for an update.  Phone calls, emails, stats order (online request tool).  None of these were responded to.  I sat for quite sometime not knowing the status or if my order would be fulfilled, replaced, or refunded.  I will agree to close the claim as long as this information is passed along.  This could have been much less stressful if ANY requests were responded to.  Being ignored is not an acceptable way to treat a customer missing their shipment.  I would hope you would make efforts with other customers that might be similarly situated. 
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with her order. On December 26, 2015 the customer placed their ordered for two file cabinets to be delivered to an address in Hawaii. Due to the shipping address being in Hawaii, the shipping charges totaled...

to $620.99.We provide our customers the opportunity to review their purchase throughout the entire checkout process prior to submitting their order. This includes the items ordered and all charges; item(s) total, tax, and shipping charges. We also send an order confirmation email shortly after the order is submitted for our customers to review.On December 30, 2015 we sent the customer an email with tracking information to inform her that the items had shipped. On January 10, 2016 our customer chatted into our service team requesting to cancel the order. Unfortunately, at that the time, the customer’s order has already shipped and once an order is shipped, we are unable to cancel it. If a customer is no longer interested in the item, they are welcome to return the item with in our 30 day return policy and would be responsible for return shipping costs.Due to a credit card dispute the customer filed with her credit card company the shipping charges of $620.99 were not paid to us. On April 12, 2016 a formal Request for Payment letter was sent to the customer through the United States Postal Service to the customer’s billing address on file to request payment. Unfortunately, as the customer did not pay within the allotted time, we sent the order to a collection agency. The outstanding balance will need to be paid through the agency directly.  We have reached out to the customer to inform her of our policies and clarify on the ordering process. 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 her order. We advertise a 2 for 1 special for the covers that accompany the Cape Cod 7 Piece Deep Seating Group; “with the purchase of this patio set the customer will receive 2 sets of...

cushion covers if they order a color other than Beige. All sets will come with Beige covers on the cushions.”The customer placed her order for Cape Cod 7 Piece Deep Seating Group in Beige on February 04, 2016. The customer notified us on February 19, 2016 that her seating group arrived missing the set of covers in Wheat. Regrettably, since the seating group was ordered in beige we did not have any record of the Wheat cover set. We sincerely apologize for the any confusion this special deal has caused. We have reached out to further apologize and have ordered the customer the second set of covers in Wheat fabric. If the customer has any additional questions 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 her order. On January 12th, the customer placed an order for the [redacted] Futon. Unfortunately, the product was mislisted, which caused the order to pull into our system as a purchase for the [redacted]...

Convertible Chair instead of the futon. 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 return for a full refund on the chair. We have also helped the customer place a new order for the correct futon. We provided a discount on the new order as an apology for the trouble 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.Kind RegardsWayfair.com

To Whom It May Concern, We sincerely apologize for the inconvenience the customer experienced. The customer will receive a full refund through the filed credit card dispute. The customer placed his order on 8/06/2015 for the [redacted] - Avon Park Mirror. On 8/27/15 the customer’s order was mistakenly marked as delivered, when in fact it had not been. We completely agree that this error and the lack of communication is unacceptable and we are working to prevent similar occurrences from happening in the future. The customer had requested to pick the mirror up from our carrier’s terminal and we provided the address in an email on 9/11/15. Regrettably, the customer did not receive our message in time for him to pick the mirror up on 9/12/15 and informed us he no longer wanted to pick up the merchandise. The customer will receive a full refund through the filed credit card dispute. In order to help expedite the refund process, we have accepted the dispute as this notifies the customer’s credit card institution that we agree a full refund of $209.99 is due to the customer. It is now upon the bank’s discretion as to when the credit is released to the customer. A member of our Customer Advocacy team, who works closely with our CEO and VP's, has reached out to further apologize and provided the customer with a $25 Gift Card.  If the customer has any further questions or concerns, he may contact [redacted] at [redacted]. We hope this additional 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 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]

To Whom It May Concern,We are very sorry for the trouble the customer experienced on their order. As requested by the customer on 12/15/17, the order for 3 [redacted] Ceiling Fans was rerouted and returned and a full refund was issued back to the customer's original payment method on 12/16/17.We...

work hard to provide accurate shipping and delivery estimates and we sincerely apologize when an item's delivery is delayed without prior notice and agree that this is not acceptable.We reached out to the customer to further apologize for the trouble and offered to reorder the fans with the correct down rods at a discount. If the customer has any additional questions or concerns they may contact [redacted] at ###-###-####. 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 her order. The customer’s order for the 2 bathroom vanity lights has been cancelled and a full refund of $45.90 back 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 her order for the Minka Lavery - 3 Light Vanity Light, the item was listed with the incorrect price. We sincerely apologize for any inconvenience this error has caused to the customer and have updated our listing to accurately show the correct price.  In regards to the orders for the ceiling light, ceiling trims, and dining chairs we offer many items in our clearance center. The items listed in our clearance center are previously purchased and returned merchandise that we offer at a large discount. Due to the nature of our clearance center,  we have very limited stock of each product. Regrettably, we were unable to fulfill a few of these items due to inventory inaccuracies. We are working with our engineering teams to prevent similar inventory occurrences from happening in the future.In an effort to rectify the situation we have offered her a 50% discount on the Minka Lavery - 3 Light Vanity Light, provided a full refund for the cancelled clearance return items, and provided an additional discount for the damage to the clearance return chairs.We have reached out to the customer to further apologize. 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 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]. 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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
I still have not received the refund they said they were returning to my account. My bank has no record or indication of a deposit or reversal. They still owe me 1660.49. My Wayfair account still says pending. Nobody returns our calls or emails. They pass me on to other people who then ignore me.
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 placed her order for the Wayfair Sleep - Wayfair Sleep Standard Box Spring and Wayfair Sleep - Wayfair Sleep 12" Memory Foam Mattress on September 12, 2016. On September 15 the...

customer notified us that the mattress and box spring she ordered and received has some minor damage. Based on the photos the customer provided, the damage was determined to be negligible and the customer was asked to return the items before a refund will be processed. According to our records and the return tracking, she has not returned the items.We reached out to the customer to further assist with this issue and she informed us that she had donated or disposed of the items. No refund will be issued at this time unless customer can provide documentation of donation. 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

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. As I stated before, the returning costs should be on Wayfair but not on us, because this returning occurs due to the quality of their products, not due to our interests.
Regards,
[redacted]

To Whom It May Concern, We apologize for the inconvenience the customer experienced with his order. In an effort to rectify our error, we assisted the customer by placing a new order at the original cost of $71.99. His item was delivered by [redacted] on January 6th, 2016. We unfortunately...

encountered a pricing error with the Selina Gray Shag Area Rug, 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 similar situations 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-privacy).We reached out to the customer to further apologize for the difficult experience. If the customers have 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

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 [redacted] delivery man was just here this morning and he confirmed that he did deliver 1 box (mattress) on I believe 7/10 and 1 other box on 7/14 (bed). The problem remains that I am being charged for 3 boxes. I am being charged for 2 beds and 1 mattress. Please advise.Thank you,[redacted]
Regards,
[redacted]