Wayfair

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 since the order total was $0.00, no further refund is necessary.
We sincerely apologize for any inconvenience related to this matter.
Thank you,
 
[redacted]
[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 since the order total was $0.00, no further refund is necessary.
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.  In an effort to rectify our error, we offered to provide the customer a discount off of the correct price of the [redacted] Ivory Area Rug. We unfortunately encountered a pricing error with the [redacted] Ivory Area Rug, and thus 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 reached out to the customer to 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 this complaint.Kind Regards,[redacted]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 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 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

I would prefer to cancel the credit card dispute and have Wayfair issue a full refund immediately. 1) I do not feel that having to wait 90 days for a refund is acceptable2) A portion of the payment was made by using reward points which should not be forfeited due to the businesses error and not my own.Please review and respond ASAP and I will make the necessary arrangements with my credit card to cancel the dispute.
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 emailed me stating again they will not honor the price that they had published on their site. they offer me some kind of token discount, but when I asked what kind of discount they never even replied. This is clearly not a satisfactory response
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]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

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 order was considered lost in transit. We initiated a dock...

search to find the lost merchandise and agree the delay with the customer's order is unacceptable. A full refund will be processing on July 3, 2017, in the form of a check due to the credit card issuing bank and account being closed.We reached out to the customer to further apologize and to facilitate the full refund. If the customer has any additional questions they may contact [redacted], at ###-###-####. 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]. After entering my complaint to the Revdex.com, I contacted Wayfair's Business department via email on August 25.  On August 28th, I received an email response essentially restating the idea that "we cancelled your order because our company made a mistake and we are not going to do anything about it other than cancel your order, refund your money, and offer you 15% should you decide to purchase the item cancelled".  I responded to that email on August 29th.  I also wrote letters to the CEO, General Manager, and VP of Sales that was addressed and sent out via USPS Priority Mail with signature delivery confirmation.  I received a call from [redacted], a senior customer service representative by direction from the CEO (allegedly) on Sept 1, where he said that "from a customer perspective I completely agree with your position, however, we are a company" and was willing to offer me 50% off of the rug I had chosen.  I told him that we still could not afford that, and we wanted the rug at the price they had advertised.  He said that he would be willing to work with me on another rug, but could not do any better than 50% off with the one that I had purchased.  He said that if he did it for me, they would have to do it for everyone.  When I told him that according to the numbers that were online, even if the company gave everyone that had issues free products at the same loss as mine (~$1500), then based on Wayfair's earning reports, the company would lose less than 0.00082% of their ~$750 million per quarter earnings.  I was told that the finances were "more involved" than that, but that he understood my point.  With the company's obvious unwillingness to accept fault, and if the problem is as widespread as it must be for them to be unwilling to lose such a small profit margin, then it forces me to question the ethical perspective of the company.  As such, I will be contacting the FTC, my state Attorney General's Office, and several companies with whom Wayfair conducts advertising business to ensure that each understands the "customer service" that Wayfair conducts.
Regards,
[redacted]

To Whom It May Concern,We apologize for the trouble the customer experienced on their order. We offer many products under a private label name. While the generic brand name may differ the products themselves are the same. The customer did not want to receive the lamps on their purchase due to the difference in the name and we re-routed the lamp received back to our warehouse.At this time, the customer has been refunded in full for their order. We have reached out to the customer to further apologize and advise their order has been refunded. If the customer has any additional questions, they may contact [redacted], Revdex.com liaison at [redacted]. We hope this information is helpful in resolving this complaint. Kind Regards,[redacted] Wayfair.com

Revdex.com:I have received a personal email from the business offering the rug at wholesale price. 
I have also 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 inconvenience and delay the customer experienced with her order. In an effort to rectify the situation, we are continuing to work with all parties to ensure the original or the replacement arrive as soon as possible.The customer placed her...

order for the [redacted] Dining Table on April 28, 2016, which shipped on May 2, 2016. Regrettably, the table was deemed lost in transit and upon notification of this we promptly ordered a replacement. The replacement was then cancelled as the original table was located and continued its journey to the local delivery terminal. Unfortunately, the original table was misplaced for a second time and we have ordered a replacement in hopes of preventing any further delays. We sincerely apologize for the inconvenience caused and agree that the missing order and delay is unacceptable. We reached out to further apologize for the troublesomeness experience and have issued a significant discount. We are continuing to work with all parties to ensure the original or the replacement arrive 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 the complaint.Best Regards, Wayfair.com

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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 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 PayPal account has been credited in the amount of $2.12.
We sincerely apologize for any inconvenience related to this matter.
Thank you,
 
[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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]-[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].  I have received the full refund as requested. My only other comment to the business is that that this issue should have been able to be resolved satisfactorily without involving the Revdex.com.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:Attached is proof that I have NOT received the credit.  Not only have I NOT received the credit I NEVER confirmed with [redacted] that I DID receive it.  She LIED in her response! I am considering taking legal action at this point.
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. 
Regards,
[redacted]

To Whom It May Concern,The customer placed her order for two [redacted] - [redacted] Nose Cap on 9/10/2014. We have confirmed that our listing was accurately described as a nose cap only and not a full air nail gun. We apologize for the confusion caused on the listingIn an effort to rectify the complaint, we have processed a full refund in the amount of $10.99. Additionally, the customer may keep or dispose of the cap at their convenience. Thank you for your attention to this matter. Best Regards,[redacted]Wayfair.com