Wayfair

To Whom It May Concern,We sincerely apologize for the trouble our mutual customer has experienced on their order.   The customer placed his order on 2/21/2013 for the [redacted] (QTY:2), Console Table and Coffee Table.   At the time the order was...

placed the confirmation stated the order would be shipped on or before March 11th and would arrive to the local area to be prepared for delivery to their home on or before March 25th.   We are constantly working to make sure our delivery estimates are accurate and always strive to stay within these estimates.   The customer’s order shipped via truck freight on March 5th and arrived to the delivery agent on March 31st in their local area of El Paso.   The delivery agent scheduled delivery on April 1st and the order was delivered in full to the customer’s home on April 2nd.    Due to the delay the customer experienced on their order we provided him a 15% discount on his entire order and he has been refunded in the amount of $273.65.   If the customer has any additional questions or concerns, he may contact [redacted], at ###-###-####.  We hope this information is helpful in resolving the complaint.

To Whom It May Concern,We sincerely apologize for the inconvenience caused to the customer.The customer placed his order on November 20, 2016 for the [redacted] sectional and the [redacted] Cocktail Ottoman. At the time he placed his order, we provided him with an order confirmation, which contained the...

shipping and delivery estimates of December 12 and December 19 for his items. The sectional was shipped from our warehouse on November 21, 2016, and at that time we emailed him another shipping confirmation with the tracking information, so he would know when to expect his item. The sectional was estimated to arrive to the delivery agent between December 5-8. However, it actually arrived sooner than anticipated on December 2, 2016. The delivery agent has scheduled a delivery appointment for the sectional on December 14, 2016 between 2:30 PM and 6:30 PM and we have notified the customer.We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers. Because, we hold customer service to a high standard, we have reached out to the customer to apologize for the confusion with the delivery estimates and provided him with a promotion code for 15% off his next order which is good until March 1, 2017, due to the inconvenience he experienced.If the customer has any additional questions or concerns, he may contact [redacted], at ###-###-#### or by email at [redacted]@wayfair.com. 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 her order. The customer’s order has been cancelled and the a refund of $66 has been issued to her [redacted] Account. 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 5-Piece Jardin Patio 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 reached out to the customer to apologize and offered a discount off a future purchase and offered alternative options, closer to the original price point. If the customers have 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

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. In an effort to rectify the situation, we fully refunded the customer $ 1,274.36.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 January 30, 2016 the customer notified us that the Mercury Row Bedroom Set she ordered and received was damaged and missing pieces. Regrettably, the issue was not properly addressed. We understand the customer's situation and agree the retrieval of her order should have happened in a timelier manner.We reached out to the customer to further apologize for the trouble and are working with our carrier to have the items retrieved from the customer as soon as possible. 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

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 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 we have credited her [redacted] account in the full amount of $18.99. 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

Thank you for resolving  in a timely  manner.
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 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 $14.00. 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. The customer’s order has been cancelled and her pending charge of $103.68 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] Living - [redacted] Ivory Area Rug, the item was listed with the incorrect price for the larger sized rugs. As a result, the customer's order was cancelled and all pending charges were voided. 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. 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

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 #12135722. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

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]

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].  
This is completely unacceptable from Wayfair. They actually shipped the orders to some people. I do not understand why they are cancelling mine. 
Revdex.com should lower WayFair ratings. Not honoring a customer's order after sending shipment information is totally unethical.
Regards,
[redacted]

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. 
Wayfair comments are true except the fact they knew that parts were missing many days before the November 14th but failed to act upon this information or let me know of the problems, but continued to tell me via telephone I must wait.
As of today, November 13th, 2014, the order was placed again and was supposed to be delivered but I was just notified today the shipment will not be delivered this week. I therefore have no items I ordered and no way of knowing when ( and if) they will be delivered. Wayfair customer service was notified by me via email today of above problems with their shipment 
Regards,
[redacted]

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. 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] Rug.The customer placed her order for the...

[redacted] Rug on 05/28/2016. At this time of purchase, we provided her with an estimated ship date of 05/31/2016. The customer contacted us on 05/29/2016 to request that her order be cancelled. Unfortunately, at that the time, the customer's order has already in the shipping process and once an order is being prepared to ship, 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 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,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 shipped replacement parts on February 23rd, which are currently in transit to the customer. The customer placed his order for the Hamilton 31" Single Sink...

Bathroom Vanity Set on January 16, 2016 with [redacted] as the payment method, which settles immediately instead when the items ships. The order was shipped on January 18, 2016 and was delivered on February 5, 2016. On February 5, 2016 the customer notified us the countertop received was damaged. 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. Regrettably, the replacement part was out of stock until mid-February. We sincerely apologize for any inconvenience and agree the delay and lack of communication is unacceptable.We reached out to the customer to further apologize and we will continue to monitor the customer’s order to ensure the replacement arrives to his satisfaction. 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,Wayfair.com

To Whom It May Concern,We sincerely apologize for the inconvenience caused our customer. In an effort to rectify the situation, we are working to ensure the customer’s order is delivered as soon as possible.The customer placed his order on June 2, 2016 for the [redacted] - 6 Person 19 Jets...

[redacted] Spa with LED Waterfall and received an order confirmation with an estimated ship date of June, 28, 2016. Regrettably, the spa was listed with the incorrect lead-time of 2-3 weeks, instead of 3-4 weeks. In addition, we experienced an unexpected backorder on the item, which pushed the shipping date from June 28, 2016 to June 30, 2016. We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers and sincerely apologize for any inconvenience caused to our customer.We reached out to the customer to further apologize for the trouble and will be working to ensure delivery as soon as possible and will continue to monitor until delivery. If the customer has any additional questions 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 trouble the customer experienced with her order. The customer's order has been cancelled and the pending charge of $55.19 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 [redacted] - [redacted] Natural/Blue 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 sent a promotional code of a future purchase. 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

My main issue with this response is the honored the coupon code for some customers and not others. It's not fair that they did this. I tried to call Sunday when they were honoring them but the hold time was 50 minutes.