Wayfair

To Whom it may concern,  This order was placed on April 9th and was estimated to ship by April 17th and arrive at our local delivery partner by May 3rd. This arrived with our partner [redacted] Transport earlier than expected and the customer was contacted on April 25th to schedule delivery....

Our partner had originally proposed a Wednesday delivery, but due to the customer’s work schedule we could schedule a Saturday delivery.After the delivery was scheduled, the customer immediately requested a customer service manager and demanded a Sunday delivery or a 50% refund. Our delivery agent is closed on Sundays. As a courtesy we offered the customer a refund of $215, 10 percent off plus the cost of shipping. The customer continued to escalate through the Revdex.com requesting a 50% refund. While delivery dates are scheduled in advance, the delivery window is provided to the customer 24 hours in advance as our delivery agent needs to schedule a route based on the locations of the deliveries they need to make for a particular date. This was explained to the customer by their previous Revdex.com Liaison [redacted], who worked with our freight team to accommodate this customer's schedule. [redacted] told the customer that she would make this customer's delivery a priority and had made our logistics team aware of this escalation. The delivery was scheduled on Friday May 6th for 11am-3pm on Saturday May 7th. After receiving this information the customer did not feel as though their delivery had been made a priority and demanded an earlier delivery or a full refund. We contacted [redacted] Transport on Friday afternoon to see if they were able to make an early delivery however they were unable to deliver earlier to the customer's location. Once the customer received this information she continued to escalate using strong language and personally attacking members of our customer service team, leading to one agent disconnecting the call after warning the customer they would need to end the call if this persisted. This was delivered and signed for by the customer on Saturday May 6th at 12:50 pm. We have contacted the customer several times to apologize and offer assistance, however they have declined communication with us and have stated they would communicate through Revdex.com complaint. We have offered the customer a discount of $215, 10% off the order total and the cost of shipping as an apology for any confusion with the delivery process, although this was delivered within the estimates provided to the customer at the time the order was confirmed. If the customer has any additional questions they may contact [redacted], a Revdex.com liaison 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 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 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 $2.24 has been reversed. 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 apologize for the inconvenience the customer experienced with her order. We have confirmed that the customer has been issued a full refund.We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers. We understand the customer’s frustration and agree more could have been done to ensure the correct replacement parts were send.We have contacted the customer to apologize for the frustration on this and provided the customer with the accompanying Acquirer Reference Numbers to contact her bank and verify this information. 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 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

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 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

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 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 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,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 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,
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 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

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

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

To Whom It May Concern: We apologize for the trouble our mutual customer has experienced with their order.The customer placed their order on November 22nd and an email was sent to them on November 23rd advising there was an issue processing their order stating the billing address didn't match...

what was on file with the card issuing bank. It is certainly frustrating if the customer did not see this email as soon as it was sent causing further delay to their order shipping and being delivered.An order specialist has been working directly with this customer and at this time the billing address has been corrected and the order is processing as expected. The majority of the items have already shipped and been delivered and the rest are preparing for shipment. If the customer has any further questions or concerns, they may contact [redacted], Revdex.com Liaison at ###-###-####. We hope this information is helpful in resolving the 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]