Wayfair

To Whom It May Concern,We apologize for the inconvenience the customer experienced with their order. In an effort to rectify the situation, we ordered a replacement curio cabinet on October 21, 2015, and we ordered another curio cabinet on June 30, 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. Wayfair has a limited one-year warranty for most products on our website. The replacement curio cabinet was delivered on October 27, 2015, and no issues were reported by the customer within 30-days or one year of delivery. We ordered the [redacted] Curio Cabinet with the customer's permission as a replacement for the original curio cabinet on June 30, 2017, as a one-time exception to our policies and limited one-year warranty. Wayfair is unable to refund orders placed through our partner's website after 12 months. As we already shipped and delivered the [redacted] Curio Cabinet in June 2017, we will not ship further items at no-cost to the customer. Wayfair no longer carries this item the customer originally ordered, so replacement units or parts cannot be ordered for this item.We reached out to the customer to further apologize for the trouble. 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 apologize for the inconvenience the customer experienced with their order. In an effort to rectify the situation, we have ordered a replacement chest and offered the customer a significant discount on June 6th, 2017. The replacement chest is estimated to be delivered on or...

before July 14th and we will have our delivery team pick up the damaged unit.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 June 7, 2017 and June 13, 2017 the customer notified us that a light bulb for a lamp on the order was damaged. We offered replacements or a discount to keep as is. On June 16th, 2017 the customer notified us that the 3 Drawer Chest arrived damaged and was assigned a delivery specialist team member. Regrettably, the customer did not hear from our Delivery Specialist Team for several days prompting them to file a Revdex.com Complaint. We sincerely apologize for the trouble caused and agree the delay with the follow up service is unacceptable. We reached out to the customer to further apologize for the trouble. We have also ordered a replacement 3 drawer chest as well as provided a discount. If the customer has any additional questions, he 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. We offer magazine subscriptions through [redacted] as a promotion to our customers. The promotional offer will is shown in the product details tab on a qualifying product’s listing page as well as in the...

customer’s shopping cart. Within the shopping cart, the customer will have the option to opt out of the subscription and receive a rebate instead. The customer will never be charged for the subscription and the subscription will not be automatically renewed.We are very sorry that the promotion was not made clear to the customer at time of purchase. We appreciate the feedback and will work with our teams to better show the promotion during checkout. If the customer needs any assistance cancelling the magazine subscription, please contact [redacted].Thank you for your attention to this matter. Best,Wayfair.com

To Whom IT May Concern,   We apologize for the inconvenience the customer experienced with their order. In an effort to rectify the situation, we scheduled a delivery for May 6th. The order was delivered and signed for.  We work hard to provide accurate shipping and delivery estimates and we sincerely apologize for any confusion and inconvenience caused. We scheduled a delivery on Saturday May 6th to accommodate the customer's delivery needs and attempted to provide an early delivery window to accommodate the customers request. This was delivered and signed for on May 6th. However, we can certainly agree that the information provided by our team may have caused some confusion and an inconvenience to this customer, and because of this we have applied a discount to the order total. We have reached out to the customer to further apologize for the trouble. If the customer has any additional questions they contact [redacted], a Revdex.com liason 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 the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].. 
Regards,
[redacted]

To Whom it May Concern,We apologize for the inconvenience the customer experienced with her order.  Due to the order being delayed we have refund the customer in full for the [redacted] Leatherette Loveseat. Since the [redacted] Leatherette Loveseat was well past its date for delivery we have rerouted...

the shipment and have issued a full refund back to the customers [redacted] account. We work hard with our delivery carriers to receive accurate estimates on dates for delivery. Unfortunately, in this case, the order was severely delayed. We reached out to the customer to further apologize and offer assistance with her return. 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,[redacted]Wayfair.com

To Whom It May Concern, We apologize for the inconvenience the customer experienced with their 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 [redacted] - [redacted] Upholstered Panel...

Bed. The customer placed her order for the [redacted] - [redacted] Upholstered Panel Bed on 5/24/2015. At the time of purchase, we provided them with an estimated ship date of 5/27/2015. The customer contacted our Customer Service team and filed a [redacted] dispute on 5/27/2015 to request that her order be cancelled. Unfortunately, at that the time, the customer’s order was already prepared to ship, and once an order is ready to ship we are unable to cancel it. The customer was informed through the dispute and via email that the cancellation could not be confirmed.The customer was emailed on 6/1/2015 and provided with UPS Tracking number [redacted]. Since the order could not be cancelled we arranged to have the merchandise returned to the sender in transit. The merchandise was confirmed back on 6/2/2015 at which time we issued the full credit back to the customers [redacted] account.We have reached out to the customer to further apologize for the frustration caused, and informed her we issued a full refund. 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,[redacted]Wayfair.com

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with their order.  Unfortunately, we made an error on our site and incorrectly priced the Trademark Fine Art - "Elongated Window" by [redacted] Painting Print for $ 47.24. The actual retail sales price for...

the item is $76.49. We have no desire to mislead our customers and regret when errors occur. This has since been corrected on site.In an effort to rectify our error, we stepped outside of our policy and provided the customer with an $18.33 refund off the item. If the customer has any additional questions or concerns they may contact [redacted], 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 customer experienced with our listing.We do our best to ensure that our products are listed with the correct and most up to date information. Regrettably, when the customer attempted to place an order for the [redacted] 5 Piece 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 have reached out to the customer to further apologize. If the customer has any further questions or concerns, she may contact [redacted], at 857-317-7253. We hope this information is helpful in resolving this complaint.Kind Regards,[redacted]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. 
Terms and policies cover typographical errors, yes. But character goes the extra mile for customers. In a day and age where litigation is rampant and integrity is scarce, I would've hoped Joss and Main desired integrity over a company savings of about $100. You frequently ask customers to share their experience with friends in exchange for a $15 credit when a friend makes a purchase. I will definitely share my experience, but I can guarantee no sales will come from my network or design clients.  
Regards,
[redacted]

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; the order total was $0.00 so no refund is needed.  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.

To Whom It May Concern,
This promotion code is invalid and is no longer available for use.  The customer’s orders #[redacted] &[redacted] have been cancelled and since both order totals were $0.00, no further refund is necessary.
 
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]
Wayfair.com

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with her order. The customer's order for the chairs has been cancelled and her pending charge of $131.60 has been voided.We unfortunately encountered a listing error with the [redacted] Imports - [redacted] Side Chair, 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 a similar situation 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)“ ([redacted]).We have reached out to the customer to further 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 the complaint.Kind Regards,[redacted]Wayfair

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 $31.99 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 [redacted] - Anatolia Ivory/Red Area Rug, 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 provided an alternative rug at the same price of $31.99. 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,
This promotion code is invalid and is no longer available for use.  The customer’s order #[redacted] has been cancelled and the pending charge of $17.12 has been reversed.
 
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]
Wayfair.com

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order.  We have stepped outside of our return policy and refunded the customer half of the return shipping costs.We are proud to offer our customers a 30 day return policy. Per our return policy, return...

shipping costs are deducted from a customer’s total product refund.  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.The product the customer ordered and received is tiled the  [redacted].  We do have an image showing a full living room set including a love seat, however neither the name or the product description details indicate the love seat is included.   As you can see on the product listing (link below),  we do state that the sectional, or loveseat, is not included. [redacted] Despite the customer receiving what was ordered, we reached out to apologize for the confusion of what was being received when the order was placed and offered to split the cost of return shipping.   If the customer has any additional questions, she 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 are very sorry for the trouble the customer experienced on his order. We work hard to provide accurate shipping and delivery estimates. Regrettably, we experienced a backlog in our freight shipments which caused a delay in the shipment of the customer's order. We...

are working through this backlog to ensure that the customer's order gets delivered without any further delay. We reached out to the customer to further apologize for the trouble and have provided a discount on the customer's order as a gesture of our heartfelt apologies. If the customer has 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].   Received msg response from Wayfair.... I truly can’t apologize enough for the trouble you’ve had with your sofa/loveseat purchase with us. We do work hard to ensure inventory information is displayed correctly, and will be addressing the errors both with your original order as well as in regards to the [redacted] settee.  Our offer to continue working with you to place a new order at a significant discount certainly still stands regardless of whether it would be for a sofa/loveseat or another item entirely. We sincerely apologize again, and please do not hesitate to contact me if I can be of any further assistance. Best regards, [redacted]Customer Advocacy WAYFAIR    From: [redacted] [redacted] Sent: Wednesday, January 21, 2015 5:09 PMTo: Customer Advocacy; [redacted]Subject: Re: Sincerest Apologies from Wayfair I ordered this [redacted] settee from another vendor.  I can't believe after all this, Wayfair sent the message saying it was discontinued.  Regards, [redacted]Sent from [redacted] Connect Mobile App------ Original Message ------From: [redacted]To: Customer AdvocacySent: January 21, 2015 at 4:46 PMSubject: Re: Sincerest Apologies from Wayfair[redacted], I just received an email stating the [redacted] settee has been discontinued?  Seriously?  Please advise adapt.  Thank you.Sent from [redacted] Connect Mobile App------ Original Message ------From: Customer AdvocacyTo: [redacted]Sent: January 21, 2015 at 10:07 AMSubject: RE: Sincerest Apologies from WayfairGood Morning [redacted], If you would like to order the [redacted] settee when it is back in stock in March, I will create a purchase quote for you to order with the discount. I’ve set myself a reminder to create the quote at that time in case you do decide to wait, but if you decide in the meantime you’d like to proceed with ordering an alternate sofa or loveseat, please let me know and I will be happy to help! Best regards, [redacted]Customer Advocacy WAYFAIR     From: [redacted] [redacted] Sent: Tuesday, January 20, 2015 4:10 PMTo: Customer AdvocacySubject: Re: Sincerest Apologies from Wayfair If I decide to wait and order the [redacted] settee, is there a code I need to use when ordering?  I am leaning in this direction.  Thank you, [redacted]Sent from [redacted] Connect Mobile App
Regards,
[redacted]

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 a replacement and expedited the shipping and delivery.The customer placed her order for the [redacted] by [redacted] Framed Graphic Art on 12/11/2016. At the time of purchase, we provided her with an estimated ship date of 12/13/2016. The customer contacted us on 12/21/2016 to request information on the order and found it had been returned by [redacted] due to damage while in transit. The packages were delivered 12/24/2016 via [redacted] tracking #[redacted]. Customer emailed in confirming the packages were received. A return was set up for the additional item that was sent and the customer emailed in 12/28/2016 informing the return was complete on their end.If the customer has any further questions or concerns, she may contact [redacted], Revdex.com Liaison at [redacted]. 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 inconvenience the customer experienced with his order.  In an effort to resolve the situation, we have provided a full refund.We offer many items in our clearance center (previously purchased and returned merchandise) at a large discount....

While the returned clearance [redacted] Side Chairs were listed on our clearance center as being sold individually, brand new inventory was listed on our site as a set of 2 at normal retail pricing. We have no desire to mislead our customers and regret when confusion like this occurs. We sincerely apologize for any inconvenience.We have reached out to further apologize and have provided a full refund. 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.Best Regards,Wayfair.com