Wayfair

To Whom It May Concern,
We sincerely apologize for the trouble the consumer experienced while shopping on our website
Per the customer’s request, the order has been cancelled and the pending charge of $has been reversed
Unfortunately, a promotion intended
exclusively for first time Trade (designers/interior decorators/business) customers placing large orders was leaked to a vast audience of consumers. Due to an internal error on our end, our system allowed the customer to apply the code at first even though the order did not meet the specific promotion qualificationsOnce the error was realized, our system no longer accepted the promotion. Because of the overwhelming usage of this invalid code, we are unable to honor the promotion
It is never our intention to mislead our customers and we apologize for the inconvenience this has caused If the customer has any further questions or concerns, he may contact our Customer Advocacy Team at the following email: [email protected]. We hope this information is helpful in resolving the complaint
Thank you,
*** ***
Wayfair.com

To Whom It May Concern,
We sincerely apologize for the trouble the consumer experienced while shopping with us
Unfortunately, a promotion intended exclusively for first time Trade (designers/interior decorators/business) customers placing large orders was leaked to a vast audience of
consumersDue to an internal error on our end, orders that did not meet the specific promotion qualifications were initially accepted but later flagged as invalid and cancelled in our system.
The customer’s order #***has been cancelled and the pending charge of $has been reversed Additionally, we have provided a 10% promo code towards a future order
We sincerely apologize for any inconvenience related to this matterIf the customer has any further questions or concerns, he may contact our Customer Advocacy Team at the following email: [email protected]. We hope this information is helpful in resolving the complaint.
Thank you,
*** ***
Wayfair.com

To Whom It May Concern,
The customer contacted us on October 14th for a status update on her delivery for the Freestanding Panel and Reception UnitWe promptly contacted our carrier and later learned that parts of her shipment were lostWe apologize for the inconvenience and the delay with
notify her of the issue
A member of our team reached out to the customer to apologize for the error and work with her towards a solutionThe customer requested a replacement unit which was shipped on 10/31/ Additionally, we provided the customer with a 10% discount off her order.
If the customer has any additional questions, she may contact *** *** at ***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 # ***Please add your rejection comments below Your practices are outrageous and hideous, the way this situation was handled has left thousands of customers outragedI will continuing to share my experience with everyone I come in contact with, Until this business failsWayfare is a disgrace to online retailersI will never make a purchase from Wayfare againI will be following up with the class action suit Regards,
*** ***

To Whom It May Concern,
We sincerely apologize for the trouble the consumer experienced while shopping with us
Unfortunately, a promotion intended exclusively for first time Trade (designers/interior decorators/business) customers placing large orders was leaked to a vast audience of
consumersDue to an internal error on our end, orders that did not meet the specific promotion qualifications were initially accepted but later flagged as invalid and cancelled in our system.
The customer's order #*** has been cancelled and the pending charge of $has been reversedAdditionally, we have provided a 10% promo code towards a future order
We sincerely apologize for any inconvenience related to this matterIf the customer has any further questions or concerns, he may contact our Customer Advocacy Team at the following email: ***. We hope this information is helpful in resolving the complaint.
Thank you,
*** ***
***

To Whom It May Concern,We sincerely apologize for the inconvenience caused to the customer.The customer placed their initial order for the *** *** - Osgood 42" Single Vanity Set on 9/18/Unfortunately, we experienced an unexpected backorder on the item, which pushed the shipping
date from 9/29/to 1/23/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 unacceptableOur Specialized Customer Service team worked with the customer on 1/8/to cancel the order to avoid any further delays, and place a new order for a similar item.A new order was placed on 1/8/for the *** *** Furniture - Toscano 42" Single VanityThe item shipped from the warehouse on 1/12/with freight carrier Zenith Home DeliveryWe were originally estimating that delivery would be completed on 1/16/2015; however the carrier encountered an unexpected delay in transitCurrently, we expect delivery to occur between 2/13/2015-2/18/2015. The customer will be emailed to schedule the delivery appointment as soon as possible with the carrier Multi-Mode Logistics We have reached out to the customer to confirm this information, and will be following up once delivery is completed to ensure the items received are up to the customer’s standards.If the customer has any additional questions or concerns, they may contact *** ***, at ###-###-####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 his orderIn an effort to rectify the situation, we have instructed the customer’s credit card company to issue the remaining refund of $43.55. We handle standard returns, defects, and damage issues within
days of deliveryDuring this time, we are happy to order replacements parts or units, or offer a full refund for damaged or defective itemsOn December 21, the customer notified us that the two rugs delivered on December 15th were defective, and that the third rug had not been deliveredPer their request, we issued refunds for the defective rugs at that time, and reached out to our warehouse to confirm the status of the remaining item.Regrettably, it was not until 12/23/that our service team received confirmation from our warehouse that the remaining rug had not shipped and they subsequently processed the item to be fully refunded; on that same day, we received a credit card dispute for the order which prevented any further transactions on the order and the remaining credit of $could not be processed until the dispute had been closed.We reached out to the customer to further apologize for the trouble and confirm that the remaining refund of $will be issued by their credit card company within 45-days of the dispute being closed on January 27th, If the customer has any additional questions, they may contact *** ***, at ###-###-####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 on her orderWe have fully refunded the customer in the amount of $on 5/29/through the credit card dispute that was opened on her orderThe credit will be applied to the customer at the
discretion of her bank. The customer placed her order on 2/21/for a sofa set which was expected to ship on 3/10/On 3/9/15, the customer contacted us to request that her order be cancelledAt this time, we informed the customer that her order was pending cancellation and we needed to confirm the order had not shipped with the warehouseWithin an hour, we contacted the customer via email to inform her that her order could not be cancelled as it was already loaded on a truck for shipping. Once the customer’s order was shipped, we went to charge her for the full amount of $1,for the cost of the setHowever, at that time the credit card transaction had failedWe contacted the customer via email and called her several times between 3/11-3/to settle her outstanding balance On 3/after several times of contacting her to confirm payment and to try and set up delivery time, we returned the set back to our warehousePer our standard return policy, customers are responsible for return shipping costsOnce the items were returned to us, we adjusted the customer’s balance to $(the cost of return)We continued to contact the customer several more times between 4/2/2015-5/12/On 5/14/we were able to capture the charge of $436.68. In an effort to resolve this complaint, we have stepped outside of our policy and are refunding the customer in the amount of $436.68.If the customer has any additional questions, she may contact our Customer Advocacy Team at [email protected]. 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 # ***Please add your rejection comments below.
This does not resolve the issue at hand WAYFAIR.COM made the mistake, I did not If I would have processed an order that I made in error, there would surely be some type of "restocking" fee or whatnot I feel this is a poor business practice to sell something (money was deducted from my *** account) and then refund the amount (yes, all of the funds were refunded) The second issue is that I was never informed about the cancellation so that I could get another item delivered for my intended purpose I got the confirmation email of my items being purchased, and the money being withdrawn from my account, and then days later, a refund I feel like this is very poor customer service to not honor the purchases made on your site
Regards,
*** ***

To Whom It May Concern, We sincerely apologize for the trouble the consumer experienced while shopping with us.Unfortunately, a promotion intended exclusively for first time Trade (designers/interior decorators/business) customers placing large orders
was leaked to a vast audience of consumersDue to an internal error on our end, orders that did not meet the specific promotion qualifications were initially accepted but later flagged as invalid and cancelled in our system. The customer's order #*** has been cancelled and their *** account has been credited in the amount of $Additionally, we have provided a 10% promo code towards a future order. We sincerely apologize for any inconvenience related to this matterWe hope this information is helpful in resolving the complaint. Thank you,
*** ***Wayfair.com

To Whom It May Concern,
An exception has been made and the customer is actually receiving two comforters for the price of $5.08. Please read the details included in our initial response below
We attempted to cancel order #***but it shipped with *** under tracking number:***. After speaking with our customer service department, we made an exception and processed another order #*** for $This order has also shipped with *** under tracking number:***. We have reversed the charges of $on the first order; the customer may keep both comforters at the total price of $5.08. Additionally, we have provided a 10% promo code towards a future order.
We sincerely apologize for any inconvenience related to this matter.
Thank you,
L*** ***
Wayfair.com

To Whom It May Concern,
We apologize for the inconvenience the customer experienced with her orderIn an effort to rectify our error, we offered to provide the customer the Chelsea Home - Phoenix Sectional at a discounted price of 850.00.
We unfortunately encountered a pricing
error with the Chelsea Home - Phoenix Left Arm Facing Sectional, and as a result the customer’s order was cancelled and all pending charges reversedWe 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 purchaseIf the customers have any additional questions or concerns she may contact *** ***, at ***We hope this information is helpful in resolving this complaint
Kind Regards,
*** ***
Wayfair.com

To Whom It May Concern,
We apologize for the inconsistencies in addressing this issue. We released the following statement to our Facebook community:
“We have been working hard to address everyone’s concerns over the past hoursWe are very sorry to those impactedOur customer service representatives were able to resolve the issue for many customers by honoring the invalid promo codeWe apologize, but this is not a policy we can continueAt this point, we will stop processing any remaining orders and will no longer be able to grant a courtesy discount to any customersEveryone impacted received a 10% off coupon and a refund for their order (processing can take a few days depending on your bank or credit card)Again, we apologize for the inconvenience and thank you for your patience and understanding in this matter.”
Furthermore, per our order acceptance policy "Wayfair reserves the right, without prior notification, to limit the order quantity on any item and/or to refuse service to any customerVerification of information may be required prior to the acceptance of an orderPrices and availability of products on the Sites are subject to change without noticeErrors will be corrected when discovered and Wayfair reserves the right to revoke any stated offer and to correct any error, inaccuracy, or omission (including after an order has been submitted)."
We can no longer honor this code. The customer's order #***has been cancelled and since the order total was $0.00, no further refund is necessary
We sincerely apologize for any inconvenience related to this matter
Thank you,
*** ***
Wayfair.com

To Whom It May Concern,
We sincerely apologize for the trouble the consumer experienced while shopping with us
Unfortunately, a promotion intended exclusively for first time Trade (designers/interior decorators/business) customers placing large orders
was leaked to a vast audience of consumersDue to an internal error on our end, orders that did not meet the specific promotion qualifications were initially accepted but later flagged as invalid and cancelled in our system.
The customer's order #***has been cancelled and since the order total was $0.00, no further refund is necessary
We sincerely apologize for any inconvenience related to this matterWe hope this information is helpful in resolving the complaint.
Thank you,
*** ***
Wayfair.com

To Whom It May Concern,
We apologize for the inconsistencies in addressing this issue. We previously released the following statement to our *** community:
“We have been working hard to address everyone’s concerns over the past hoursWe are very sorry to those impactedOur customer service representatives were able to resolve the issue for many customers by honoring the invalid promo codeWe apologize, but this is not a policy we can continueAt this point, we will stop processing any remaining orders and will no longer be able to grant a courtesy discount to any customersEveryone impacted received a 10% off coupon and a refund for their order (processing can take a few days depending on your bank or credit card)Again, we apologize for the inconvenience and thank you for your patience and understanding in this matter.”
Furthermore, per our order acceptance policy "Wayfair reserves the right, without prior notification, to limit the order quantity on any item and/or to refuse service to any customerVerification of information may be required prior to the acceptance of an orderPrices and availability of products on the Sites are subject to change without noticeErrors will be corrected when discovered and Wayfair reserves the right to revoke any stated offer and to correct any error, inaccuracy, or omission (including after an order has been submitted)."
This promotion code is invalid and is no longer available for use The customer's order #***has been cancelled and their PayPal account has been credited in the amount of $
We sincerely apologize for any inconvenience related to this matter
Thank you,
*** ***
Wayfair.com

To Whom It May Concern,
We can no longer honor this code and have reversed the charge of $back to the customer’s account
We sincerely apologize for any inconvenience related to this matter
Thank you,
*** ***
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 # ***
I just don't understand how they can claim it was a technical issue The Attorney General website states that if the price is incorrect, they must sell it at that price Why is Wayfair not being held by this? Please advise
Regards,
*** ***

To Whom It May Concern,
This promotion code is invalid and is no longer available for use The customer's orders have been cancelled and the pending charges have been reversed(Order #*** ($2.99) & Order # *** ($3.99))
Furthermore, per our order acceptance policy "Wayfair reserves the right, without prior notification, to limit the order quantity on any item and/or to refuse service to any customerVerification of information may be required prior to the acceptance of an orderPrices and availability of products on the Sites are subject to change without noticeErrors will be corrected when discovered and Wayfair reserves the right to revoke any stated offer and to correct any error, inaccuracy, or omission (including after an order has been submitted)."
We sincerely apologize for any inconvenience related to this matter
Thank you,
*** ***
***

Although one of the packages was in fact shipped, as a consumer I am not in agreement that a code was "leaked" and that I was subjected to a cancellation while other consumers who entered the same code will and are receiving their ordersAs I originally stated, if one consumer receives their orders, all others should as wellI felt the treatment from the customer service staff was completely unacceptable and not deemed appropriateIn order for me to feel completely satisfied, please send my other two orders like you have for everyone else

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her orderIn an effort to rectify the situation, we have offered the customer a full refund in store credit due to the time that has passed The customer placed her order for a computer desk on March
9th We handle standard returns, defects, and damage issues within days of deliveryDuring this time, we are happy to order replacements parts or units, or offer a full refund for damaged or defective itemsOn February 8, the customer notified us that the drawer of the Wildon Home - Alma Computer Desk broke off due to the particle board base falling apart. Regrettably, the defect issue was not properly addressed since the customer was outside our window to report such incidentsWe understand the customer’s situation and agree we should have certainly stepped outside of our policy in this instance. We have reached out to the customer to further apologize for the trouble and have offered a full refund for the desk in store credit to Wayfair.com If the customer has any additional questions, she may contact *** ***, n at ***We hope this information is helpful in resolving this complaint. Kind Regards,*** ***Wayfair.com