Wayfair

To Whom It May Concern,
We apologize for the inconsistencies in addressing this issue.  We previously released the following statement to our Facebook community:
“We have been working hard to address everyone’s concerns over the past 24 hours. We are very sorry to those impacted. Our customer service representatives were able to resolve the issue for many customers by honoring the invalid promo code. We apologize, but this is not a policy we can continue. At this point, we will stop processing any remaining orders and will no longer be able to grant a courtesy discount to any customers. Everyone 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 customer. Verification of information may be required prior to the acceptance of an order. Prices and availability of products on the Sites are subject to change without notice. Errors 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 #[redacted] 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,
 
[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 pending charge of $98.98 has been voided.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 Unique Loom rugs, the items was listed with the incorrect price. We sincerely apologize for any inconvenience error and 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 and have provided the customer a coupon code to use towards for a future order. 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,Wayfair.com

To Whom It May Concern,We sincerely apologize for the frustration the customer experienced with her order.We do our best to ensure that our sites are listed with clear and concise information. On March 27, 2017, the customer placed her order on our wayfairsupply.com site which is a US site. The...

customer reached out to us on 5/9/2017 asking for us to match the price on [redacted] site, which is our Canadian site. We promptly responded explaining the pricing differences between our US site vs Canadian site. Furthermore, we advised the customer that we are not able to compensate her for the difference since the order was placed on our US site and there are additional international fees that we are not able to credit back.We reached out to the customer to apologize and offered a discount off a future purchase. 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

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with his order. The customer's order has been cancelled and his pending charge of $650.92 has been voided. 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 CorkComfort 11.63" Engineered Cork Hardwood Flooring, the item was listed with the incorrect price. We sincerely apologize for any inconvenience error and 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 and as a gesture of our heartfelt apologies we have provided a gift card to use on a future purchase. 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

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].Wayfair has not provided satisfaction as I do not have a bed.  They claim that the "listing for the [redacted] - [redacted] Upholstered Bed was incorrect and was priced and sold as a set of rails" yet you can clearly see from my attachments the listing specifically states that it is a complete bed and someone has even asked if it was a full bed. I don't feel that it should have taken them a week to contact me with the error and I think it was unfair to cancel my orders when my beds had already shipped.  They are offering discounts, but at the prices they are offering I can't afford to buy beds from them.  I really just would like them to honor their price as it was listed and send my beds.  
 Regards,
[redacted]

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 consumers. Due 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 #[redacted] has been cancelled and their [redacted] account has been credited in the amount of $5.83. Additionally, we have provided a 10% promo code towards a future order.We sincerely apologize for any inconvenience related to this matter. We hope this information is helpful in resolving the complaint. Thank you,
[redacted]Wayfair.com

To Whom It May Concern,We sincerely apologize for the conflicting information the consumer received from our representatives. We are very sorry the inconvenience and frustration this might have caused the customer. The [redacted] Mattress and the Sapphire Mattress are two different mattresses...

due to their features. However, they do use the same stock photograph due to their similar appearance. If the customer has any further questions or concerns, they 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 her order. In an effort to rectify the situation, we have ordered the customer a replacement Center Island Table Top. 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 March 25th, 2016 the customer notified us that the Center Island Table Top she ordered and received was defective. We promptly ordered the customer a replacement table top with an estimated ship date of March 31, 2016. Regrettably, we were unable to ship the replacement top before March 31, 2016. We understand the customer’s situation and agree the delay is unacceptable.We reached out to the customer to further apologize for the trouble and ordered the customer a replacement table top as well as upgraded the shipping at no additional cost to the customer. If the customer has any additional questions, she may contact [redacted] 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 inconvenience the customer experienced with their order.The customer placed their order for the Full Size White Latitude Run - [redacted] Platform Bed on 4/9/2017. The bed was, regrettably, delivered with several incorrect and damaged parts on 4/19/2017.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.  We ordered the correct parts and they have all been delivered, so the customer has all of the correct parts for the bed to be assembled. We have also contracted a third-party assembly company to complete the bed assembly on 6/2/2017 as the customer requested. We work hard to create an effortless experience for our customers and we apologize that this wasn’t the case with this order.  We work very closely with our warehouses and delivery agents to ensure orders are shipped complete without missing parts and delivered without damage.  We will address the lack of follow up with the customer and will address training opportunities associated with this order.We reached out to the customer to further apologize and provided a discount for the trouble.  If the customer has any additional questions or concerns, they may contact [redacted], ([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 while attempting to place an order for Bar Stools on Wayfair.com.   We do our best to ensure that our products are listed with the correct and most up to date information.  We also try to be as...

competitive as possible with our pricing which can cause fluctuation in a short time period.    We have reached out to the customer to further apologize as well as requested requesting more information regarding the pricing discrepancies. We also offered to assist the customer in placing an order for barstools with a discount due to this inconvenience.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 [redacted] 6-Piece Dining Set on June 11, 2017. The customer contacted us on June 15th to notify us that the delivery arrived and one of the chairs...

was defective. Regrettably, the problem was not addressed until June 20, 2017. We sincerely apologize for the trouble this caused and agree the delay with the response for this order is unacceptable. A customer service specialist has been working with the customer to resolve the complaint. We confirmed the part needed, and have verified this part will be sent. The part is estimated to be delivered to the customer on or before July 5, 2017. 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,[redacted]Wayfair.com

Revdex.com:Wayfair and I have settled the complaint with a full refund.  I am happy with the outcome.  Thank you.  Resolved!
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 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 consumers. Due 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 #[redacted] has been cancelled and the pending charge of $37.50 has been reversed. An exception was made after speaking with our customer service department on 9/22 and order #[redacted] has been processed for the total amount of $37.50.  Additionally, we have provided a 10% promo code towards a future order.
 
We sincerely apologize for any inconvenience related to this matter. 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,
 
[redacted]
Wayfair.com

To Whom It May Concern, We sincerely apologize for the trouble the customer experienced. We have issued a full refund for the stools in the amount of $60.19. We have no desire to mislead our customers and apologize that we only sent one set of stools. Additionally, we apologize that her...

issues were not properly addressed by our customer service team. A Customer Service Manager has reached out to the customer to further apologize and provide the full refund for the stools.If the customer has any additional questions, she may contact [redacted] at [redacted]. We hope this information is helpful in resolving this complaint. Best Regards,[redacted]Wayfair.com

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

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 only received part of my sectional couch delivery I need the rest of my couch.  I would like the rest of my couch
Regards,
[redacted]

Revdex.com:
Thank you for assisting me with this. Wayfair is clearly just a company for consumers to avoid. I will be sure to spread the word that they might decide to back out of valid transactions and consumers should avoid them. 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,
This promotion code is invalid and is no longer available for use.  The customer's orders #[redacted] has been cancelled and her [redacted] account has been fully refunded in the amount of $21.71.
 
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 customer. Verification of information may be required prior to the acceptance of an order. Prices and availability of products on the Sites are subject to change without notice. Errors 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,
 
[redacted]
[redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced on her order. The customer’s order has been cancelled and all pending charges have been voided. The customer placed her order for three [redacted] rugs on 9/5/2014. Unfortunately, we experienced an...

unexpected backorder on one of the items. Due to the long backorder; the customer opted to cancel her order on 10/6. We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers and we agree that backorders and the lack of communication are unacceptable. We reached out to the customer to further apologize for the inconvenience. If the customer has any further questions or concerns, she may contact [redacted], Revdex.com [redacted] at ###-###-####. We hope this information is helpful in resolving the 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 has been cancelled and his pending charge of $333.98 has been voided.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 TK Classics - Laguna 7 Piece Seating Group with Cushion, 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 and have offered to place an order for a future item at a significant discount. 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