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. 
If this is ethics of this company, Will be spreading word that this is a company to stay away from.  Just kind of suspicious also on how you issued purchase credits for some of these orders. Would hate to be your accountant at this point.
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with two of their orders. Mislisitngs are a rare occurrence here at Wayfair and we certainly never want it to affect our customers.A member of our team has reached out to the customer to offer assistance....

The rug the customer intended to order is not available on the Wayfair site, however our team member has offered to look for alternatives and offer a discount. The tiles are also unavailable at this time, as the listing is being updated to reflect the correct quantities. Again, our team has offered to find comparable ones. 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 they may contact [redacted]. Revdex.com Liaison at  ###-###-####. We hope this information is helpful in resolving the complaint.Thank you,Wayfair Team

To Whom It May Concern, We sincerely apologize for the inconvenience the customer experienced with her order. We unfortunately encountered a pricing error that affected certain product listings. As a result of our error, the affected items were cancelled and all pending charges were...

reversed. As soon as the pricing errors were discovered we cancelled the customer’s order, notified her of our errors via email, and voided all her pending charges. We truly regret when pricing errors occur and are making all efforts to avoid these occurrences from happening in the future. A member of our service team has been in contact with the customer via email. In an effort to rectify our error, we offered the customer a discount off a future purchase. Additionally, we provided the customer with a $25.00 [redacted] credit.  We hope this information is helpful in resolving the complaint. If the customer has any additional questions or concerns, she may contact [email protected]   Best Regards,[redacted]Wayfair.com

To Whom It May Concern, We sincerely apologize for the inconvenience the customer has experienced with us.  The customer placed his order on 12/15/2014 for QTY (2) of  the Home Basics - Wine Racks.   They were estimated to ship on 12/18/2014 and arrive by 12/22/2014. ...

The tracking information was entered on 12/16/2014 under FedEx tracking number [redacted].   Regrettably, this item was not picked up from our warehouse until 12/22/2014.  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. We spoke with the customer regarding delivery (Delivered to Front Door at 12/24/2014 at 11:12am) but he never received the merchandise. We have deemed the order as lost in transit with Fedex and  offered replacements but the customer is no longer interested.   As a result,  we have issued him a full refund.  If the customer has any additional questions or concerns, he may contact[redacted], Revdex.com Liaison 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. In an effort to rectify the situation, we stepped outside of our policy and offered a full refund return for the Eleanor Mother of Pearl Inlay 19.25" H Table Lamp with Drum Shade Set. The...

customer placed her order for the Eleanor Mother of Pearl Inlay 19.25" H Table Lamp with Drum Shade Set on 8/16/2016. At the time of purchase, we provided her with an estimated ship date of 8/8/2016. The customer contacted us on 8/6/2016 to request that her order be cancelled. Unfortunately, by the time the shipping warehouse re-opened and received this request on Monday morning, the customer's order had 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 and would be responsible for return shipping costs. We have reached out to the customer to further apologize for the frustration caused, and informed her we can accept a return and waive the cost of return shipping. Alternatively, she can keep the lamp set for a discount. If the customer has any further 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 this customer has experienced with their order. It is never our intention to mislead our customers and apologize for our listing error. The customer placed her order for two [redacted] 29" Bar Stool with Cushion from our...

clearance center. Unfortunately, at the time of the order, the listing showed that the customer was purchasing two sets of two chairs. We apologize for this confusion and are working to improve the clarity of our listings in our clearance section. The customer has since been refunded in full for our error. We sincerely apologize for the many difficulties the customer encountered with her order and appreciate her reaching out to us in order for us to get this resolved for her. If the customer should have any additional questions or concerns she may contact [redacted]. We hope this information has been helpful in resolving the complaint.Best Regards,[redacted]Wayfair.com

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with his order.We offer previously purchased and returned items in our clearance site at a large discount. Due to the nature of our clearance center, many items have limited stock depending on how many of those items have been previously returned.  Unfortunately, at the time of the customer’s order, the sectional sofa had been purchased by another customer and the item was no longer available to be sold to the customer. We are working to avoid a similar situation from happening in the future, and apologize that the sofa showed as available at the time the customer placed his orderThe customer’s order was cancelled and all pending charges have been voided. While it is never our intention to cancel any orders, we do reserve the right per our order acceptance policy [redacted] We have reached out to the customer to apologize for the error and have offered to provide a discount on a new order. If the customer has any additional questions or concerns he may contact [redacted], 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 # [redacted]. Please add your rejection comments below. 
As you can see with the attached copy of the correspondence with the complany they have offered to provide similiar items at a reduced cost this is not even close to what I feel they should do. I might be willing to pay a token amount in order to finish this complaint however 70 -100 more that the original 14.99 rug advertised I still believe strongly this is a bait and switch issue at the least false advertising.Regards,[redacted]

To Whom It May Concern, We apologize for the inconvenience the customer experienced with his order. In an effort to rectify the situation, we have fully refunded $646.98 to the customer’s original payment method. 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. The customer notified us on January 6, 2016 that the Rudy Reclining Sofa arrived defective and requested a replacement. The customer notified us on January 8, 2016 that they did not want to wait for the replacement and wished to cancel. Regrettably, the refund was not properly addressed as the replacement had already shipped and we were unable to cancel. We understand the customer’s situation and sincerely apologize for the delay in processing the refund.We have reached out to the customer to further apologize for the frustration caused and provided a full refund. If the customer has any further 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 her order. In an effort to rectify the situation, we have provided a full replacement for the customer and had the damaged item picked-up.The customer placed her order for Full Length Leaning Mirror on...

May 9, 2016. The customer contacted us on May 16th to notify us that the delivery damaged. We promptly ordered a replacement for the customer and advised the customer to dispose of the mirror as it was unusable. The customer notified us that she did not want to be responsible for disposal of the mirror and requested that we pick-up the damage item. Regrettably the situation was not properly addressed and agree we certainly should have certainly stepped outside of policy to pick-up the damaged item.We reached out to further apologize and have confirmed the replacement has arrived successfully. We have scheduled a pick-up for the damaged item. 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 cancelling my order, Wayfair offered me a 15% discount off a future purchase, when as you can see from the attached image, the item I had purchased on sale was 96% off. [redacted] said "I would be more than happy to assist you in locating a rug similar to the [redacted] Ivory Area Rug. If we are able to locate a new rug, I would certainly be willing to discuss applying an additional discount on the item total."To which I replied: If you could you assist me in locating 2 indoor area rugs that are around the same size & and can be discounted to the same price that I paid for the cancelled order that'd help and if I can get a few options to possibly choose from that'd be fantastic.
And I haven't heard back since Nov 28th and I followed up on Dec 1st and still no reply. According to California Business and Professions Code Section 12024.2 it is unlawful for any person, at the time of sale to charge an amount greater than the price, or to compute an amount greater than a true extension of a price per unit, that is then advertised, posted, marked, displayed, or quoted for that commodity but apparently Wayfair's policies means that it can get away with changing the purchase price because that's stated on their website? Regards,
[redacted]

To Whom it May Concern,We are truly sorry for the ongoing difficulty this order has caused our customer. The dining table was delivered on June 28, 2016 and minor surface damage to the table leaf was reported. To resolve this, we've ordered a replacement table leaf that will be shipping as quickly as possible. We are continuing to work on resolving this situation as efficiently as possible, as this order has been prioritized with our warehouse and carriers. If the customer has additional questions she may continue to 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 her order. The customer’s order has been cancelled and her pending charge of $64.60 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 Lucente Random Sized Glass and Stone Mosaic Tiles in Grazia Linear, the item was listed with the incorrect price. We sincerely apologize for any inconvenience this caused our customer and have updated our listing to accurately show the correct price.  We have reached out to the customer to further apologize and have also issued a gift card as a gesture of our apologies. 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 her order. In an effort to
rectify the situation, we have
offered to return the items for a full refund.  The customer
reached out to us on March 13th to report damaged for several of her
items ([redacted]...

Bella Dining Table, [redacted] Side Chair, [redacted] Coffee Table ,
[redacted] Coffee Table ) and inlate June we sent a
medic to repair the damages. The
customer has informed us that some of the repairs were not satisfactory and requested replacements
on the items as well as a 40% discount. Regrettably, we no longer
carried the items and are unable to send replacements. Furthermore, we are
unable to provide the 40% discount to the customer’s items as we have already
provided extensive discounts for the reported and repaired damages. We have a
customer service manager working with the customer and we have offered to have the items returned to us for
a full refund. 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

To Whom It May Concern, We sincerely apologize for the inconvenience the customer experienced with her order. The customer placed her order for a [redacted] Sofa and Chaise on November 13, 2016. We reached out to the customer on January 11, 2017 to inform her the order had been lost in...

transit and we were ordering a replacement. We promptly ordered the customer a replacement that is now in the customer's possession. We confirmed the entire order was delivered on January 24th, 2017. If the customer would like to return the order, we would be happy to help her set that up and process a refund once confirmed back at our warehouse.We sincerely apologize for the trouble caused and agree the delay with the order is unacceptable. The customer has been given a discount on the order as a gesture of our apologies. If the customer has any additional questions she may contact [redacted], Revdex.com liaison at [redacted]. We hope this information is helpful in resolving the complaint.Best Regards,[redacted]Wayfair.com

To Whom It May Concern,
 
We sincerely apologize for the trouble the consumer experienced while shopping with us.
 
The customer's order has been cancelled and the pending charge of $3.99 has been reversed. Additionally, we have provided a 10% promo code towards a future order....


 
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. 
 
We sincerely apologize for any inconvenience related to this matter. If the customer has any further questions or concerns, she 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 apologize for the trouble the customer is experiencing on her order. The customer filed a credit card dispute on 5/29/2015 in the amount of $436.68. Once a credit card dispute is filed, Wayfair no longer has the ability to issue a refund directly to the customer and any refunds will be processed at the discretion of the bank. A credit card dispute may take up to 90 days to be resolved. However to speed this process up, Wayfair accepted liability on 5/29/2015. We accepted the full disputed amount of $436.68 and informed the bank that the customer is due back the full amount.  At this time, Wayfair has no further action to take. A full refund will be processed by and at the discretion of the customer’s card issuing bank. Best Regards,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...

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 orders  #[redacted]($39.99) &[redacted] ($6.22) have been cancelled and the pending charges have been reversed. 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, she 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

Revdex.com:
I have reviewed the response submitted by the business and have determined that a full refund, although inconveniently issued in 3 different transactions, sufficiently resolves my request for such. I appreciated receiving a considerate email (copy attached) from the company's representative which acknowledges the "inconvenient" and "unconventional" company policy for handling returns, particularly of damaged items. However, I will not be doing business with Wayfair in the future -- I am even less likely to do so now that I know our issues with receiving a response from the company's support team result from an actual policy (rather than a service error) to respond to damaged order reports "within 30 days." I find that window of time to be an unacceptable response time for anyone who has received a damaged product and would not want to experience that in the future.
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]. Although, not an accurate response, it is the closest thing to the truth since my complaint to the Revdex.com. I hope they still plan to send the technician to fix the damaged product they delivered, but I'm certain I will receive the same unfairness and dishonest effort. However, I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]