Wayfair

To Whom It May Concern, We apologize for the inconvenience the customer experienced with her order. In an effort to rectify our error, we offered to provide the customer the Liliann Napkin at a discount. We unfortunately encountered a technical glitch that temporarily caused the Liliann...

Napkin (set of 6) to show the price for one single napkin in a few places on the website. We never want to mislead our customers and have corrected the error. 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)” (http://www.wayfair.com/customerservice/general_info.php#terms).We reached out to the customer to apologize and offered a discount off this item. 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 apologize for the inconvenience this order has caused our customer. We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers. Regrettably, the customer's original order arrived damaged on May 17, 2017 and as a...

result we initiated a replacement order. We experienced a backlog in our freight network along the route, and agree the delay with the customer's order is unacceptable. The customer's [redacted] Platform Bed has been located and was delivered on June 21, 2017 with a defective part. We reached out to the customer to further apologize and to offer a replacement for the defective part, as well as additional compensation for the inconvenience. 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 inconvenience caused to the customer.The customer placed their order on May 18, 2017 for the 30" Free-standing Electric Range. The customer contacted us on July 1, 2017 stating they received the incorrect item. As a result, a replacement was...

ordered. The customer refused delivery of the replacement on July 20, 2017 due to the item being the same item that was originally delivered. Unfortunately, we incorrectly listed the 30" Free-standing Electric Range. 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. We have no desire to mislead our customers in any way and regret when these isolated incidents occur. We reached out to the customer to further apologize and have provided a discount on a different item. 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 inconvenience caused to the customer. The customer placed their order on 11/28/2016 for the [redacted]® - [redacted] Reclining Sectional. The item shipped on 11/30/2016. Unfortunately, the customer received the incorrect sectional...

portion. We attempted to resolve the issue however the customer requested a full refund. At this time, we requested that the customer hold the order for two weeks in case we needed to retrieve the product. We attempted to contact the customer via email between 2/17/2017 and 2/24/2017 as well as set up a pick up return to retrieve the product, but the pick up was refused by the customer. As the product had not been returned, the customer was re-billed for the product.We reached out to the customer to further apologize and arrange the return of the item. The return was confirmed at our warehouse on 3/30/2017 and the customer's refund will be processed within 3-5 business days.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 trouble the customer experienced with her order. The customer’s order has been cancelled and her pending charge of $139.95 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 Nadine Rug, the item was listed with the incorrect price. We sincerely apologize for any inconvenience our error has caused to the customer. Per our Placement and Acceptance Policy, “[redacted] [redacted] 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 any order. The information on this Site is believed to be complete and reliable; however, the information may contain typographical errors, pricing errors, and other errors or inaccuracies. We will use reasonable efforts to correct errors as soon as practicable. We reserve the right to: (i) revoke any stated offer; (ii) correct any errors, inaccuracies, or omission; and (iii) make changes to prices, content, promotion offers, product descriptions or specifications, or other information without obligation to issue any notice of such changes (including after an order has been submitted, acknowledged, shipped, or received, except as prohibited by law)”We have reached out to the customer and offered a 25% discount off her next order. 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,[redacted]Wayfair.com

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with her order and the quote provided. We do our best to ensure that our products are listed with the correct and most up to date information. Regrettably, when the quote was created for the AJ Trading -...

Grand Legend Vinyl tile, the item was listed with the incorrect price as a result the quote was also incorrect. 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. 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 are very sorry for the trouble the customer experienced on her order.  As requested by the customer on 5/5/2015, her order for the [redacted] was cancelled and all pending charges have been fully reversed.The customer used [redacted] Credit (Bill Me Later) as her payment method for this order, and although Wayfair marked her account for a pending charge, the charge was never settled due to her order being cancelled. For orders over $500, which was the case prior to any discounts being applied to this order, customers will qualify for the six months no payment no interest promotion, although customers can choose to make monthly payments. The pending charge has been voided in our system and Wayfair never charged the customer; if she has made payments to [redacted] Credit for this order, she will need to contact them directly for further resolution.The sofa the customer ordered is a special order item, and the backorders were a result of production delays only. We sincerely apologize for the continued delays on her order. The customer has been in contact with a specialized service consultant who has explained the process she will need to follow with [redacted] Credit if they have not fully refunded her for this order. If the customers have any additional questions or concerns she may contact [redacted], at ###-###-####. We hope this information is helpful in resolving this complaint.Best 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 [redacted] - Sleigh Bed on June 25, 2016. The customer contacted us on July 21, 2016 to notify us that her delivery arrived and was missing a...

part of the bed. We promptly ordered the customer a replacement part to be shipped. Unfortunately, there was a delay with shipping the missing parts. We sincerely apologize for the trouble caused and agree the delay with the order is unacceptable. We have reached out to further apologize for the delay and are working to ship the missing parts to the customer. 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 sincerely apologize for the trouble the customer has experienced. We do our best to ensure that our products are listed with the correct and most up to date information. Regrettably, the [redacted] 6-Piece Dining Set 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 a discount on the [redacted] Dining Set or another dining set. 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,[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 orders #[redacted]&[redacted] have been cancelled and all 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

To Whom It May Concern,We apologize for the inconvenience the customer experienced with his order. We had assisted this customer in setting up a return with a pick up request through [redacted]. However, [redacted] Tracking # [redacted] shows that the product was never picked up from the customer....

According to Wayfair's records the customer is still in possession of the product. We have asked the customer to provide alternative tracking for us to confirm the item has been returned. We are proud to offer our customer's a 30-day return policy. Per our return policy, Wayfair must have confirmation that the product has been received by our returns warehouse before the refund is issued. We have no desire to mislead our customers in any way or withhold their refund for any reason. We reached out to the customer to further apologize and offer assistance with his return. If the customer has any additional questions, he may contact [redacted], 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 apologize for the trouble the customer has experienced with his order. 
Unfortunately, the customer order for the Heavy-Duty Steel Utility Cart was received missing parts and damaged. A replacement unit was ordered on 10/6 and shipped on 10/17. The replacement Utility Cart was delivered via [redacted] on 10/21 and can be tracked on www.[redacted].com with the following tracking number:[redacted]. 
We reached out to the customer to confirm he received the item in perfect condition. Per our standard policies, if the item is received with issues, we will be happy to address them with a replacement unit or part, or a full refund.  
Please contact [redacted] at [redacted] with any questions. Thank you for your attention to this matter.
Best 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 $159.99 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 Soho Ivory Area Rug Size: 11' x 15', 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 for the error, and have offered a discount on a future purchase. If the customer has any further questions, she may contact [redacted] at [redacted]. We hope that this information is helpful in resolving the complaint.Kind Regards,Wayfair.com

To Whom It May Concern,We sincerely apologize for the frustration the customer experienced with her account.On December 8th, 2016 the customer notified us that a fraudulent order had been placed on her account. We canceled the corresponding items on the order and pushed a refund back to the...

customer. Our customer's security is very important to us and we are continuously increasing our security measures. As an apology we have offered the customer a $50 dollar gift card to use for a later purchase. If the customer has any additional questions or concerns, she may contact [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 his order. In an effort to rectify the situation, we provided a 20% discount on the customer’s order.The customer placed his order on 11/30 for the Yosemite Side Chairs, Yosemite Extendable Dining Table, and...

Yosemite Sideboard. We originally estimated for these items to arrive in the customer’s local delivery area around 12/30. However, an unexpected delay in transit pushed the estimated arrival to the local delivery area between 1/08 and 1/13. We strive to provide our customers with accurate shipping estimates. We have no desire to mislead our customers and regret when these rare errors occur.We reached out to the customer to further apologize for the trouble and have provided a 20% discount for the delay. 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 the customer experienced with his order. The customer placed his order for the [redacted] - 36" 900 [redacted] Island Range Hoodon on December 09, 2016. The customer attempted to cancel the order on December 10, 2016, but we were...

unable to cancel the order at this time as it had already been prepped for shipment. The order shipped on December 12, 2016 via [redacted] Tracking #[redacted] and was delivered on December 15, 2016. On January 21, 2017 [redacted] alerted us that the customer had marked this transaction as unauthorized and fraudulent, we responded to the [redacted] dispute with the tracking details of the order as per [redacted]'s request for information. March 07, 2017 was first time the customer reported that he had never received the range hood, despite [redacted]'s proof of delivery. On March 26, 2017 we agreed to issue a full refund on behalf of the customer. [redacted] assisted with the refund due to the active dispute against the transaction and processed it under Transaction ID #[redacted] for a total amount of $327.99If the customer has any additional questions he may contact [redacted], Revdex.com liaison 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 inconvenience the customer experienced with his order. We have fully refunded the customer $565.95 on November 3, 2014. 
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 September 29, 2014, we learned that the customer’s [redacted] - [redacted] was damaged in transit. We contacted the customer to notify them of the damage and processed a full replacement unit at no charge. Unfortunately, on October 22, 2014, we learned that the replacement sofa had also been damaged in transit. We sincerely apologize for the trouble and are working with our carriers to avoid similar situations from occurring in the future. 
We reached out to the customer to further apologize for the trouble with his delivery and the overall customer service he received.  If he has any additional questions, he may contact [redacted] at [redacted]. We hope this information is helpful in resolving this complaint.
Best 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].  
My husband and I have been babysitting a recliner chair that we have not requested and have no interest in.  It was delivered to our house without our permission and left in the driveway blocking the gate to the backyard.  I has been brought on to my husband and myself to physically move the chair so that we may enter and leave our own property.  We have taken time and money to protect the chair that we don't own and have no intention of owning, from the elements.  I keep hearing that Wayfair is trying to contact the delivery company to come and retrieve the chair.  As much as we are thrilled to have to explain to our family and neighbors why there has been a chair in our driveway for the past 5 days, I'm getting pretty fed up.  This won't be resolved until the chair is removed from my property at the expense of Wayfair.  It has become very clear that Wayfair has no problem turning their lack of competent business practice into the unwanted responsibility of the innocent, general population.
Regards,
[redacted]

To Whom It May Concern, We apologize for the inconsistencies in addressing this issue.  We previously released the following statement to our [redacted] 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 their [redacted] account has been credited in the amount of $19.90. 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 his order. In an effort to rectify the situation, we have fully refunded the customer $488.84 on July 28, 2016. 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 16, 2016 the customer notified us that the Doppo Buffet he ordered and received was damaged. We promptly ordered replacement parts to resolve the issue.Regrettably, the parts were not properly shipped by our warehouse and were unfortunately lost in transit by our carrier. We understand the customer's situation and agree the parts should have been better handled. We reached out to the customer to further apologize for the trouble. 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