Wayfair

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]

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 $128.00 on April 5, 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. On March 20, 2017 the customer notified us that the mattress she received was too firm for her and requested a return. Regrettably, this issue was not properly addressed since the customer was outside our 30 day return policy. We understand the customer's situation and agree we should have certainly stepped outside of our 30 day policy in this instance due to the normal break in period for new mattresses. We reached out to the customer to further apologize for the trouble. If the customer has any additional questions, she 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 sincerely apologize for the inconvenience the customer experienced with their order. The customer placed their order for [redacted] Leather Sectional on June 5th, 2017. The customer contacted us on June 29th to notify us that their delivery arrived and was missing a...

part of the sectional. We then ordered the customer a replacement part to be shipped. Unfortunately, the replacement hardware pack that was sent did not contain the needed pieces. We sincerely apologize for the trouble caused and agree the delay with the order is unacceptable. A customer service specialist has been working with the customer to resolve the complaint. At this time, we have ordered a new set of the bolts needed which will ship on or before July 14th, 2017.If the customer has any additional questions 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 inconvenience the customer experienced with their order.  Unfortunately, we incorrectly listed the [redacted] - [redacted] Beige Rug as being available in a 5'6" x 2'8" size. We have no desire to mislead our customers and regret when...

these rare errors occur. In an effort to rectify our error, we have provided a full refund to the customer. If the customer has any additional questions or concerns she may contact [redacted], Revdex.com Liaison at ###-###-####. 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 inconvenience caused to the customer.The customer placed their order on 03/20/2017 for the [redacted] - [redacted] Slate Counter Side Chair and Kitchen Island With Wood Top. The items shipped on 03/21/2017. Unfortunately, we experienced an unexpected shipping and delivery delay on the item and pushed the delivery date from 04/06/2017 to later this month and will be scheduled with the customer once it arrives at the local carriers. We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers and we agree that the delay with the customer's order is unacceptable.A customer service manager has been working with the customer to ensure the delivery of their item. The item is estimated to arrive to the local delivery agent on 04/24/2017 and the delivery will be scheduled with the customer once the item has been inspected.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.Kind Regards,[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 the [redacted] Living Room Collection at a 15% discount. We unfortunately encountered a listing error with the [redacted] Living Room Collection, and as a result the price shown on our search page is for the Base item only in this collection. Once the product page is brought to view, the price to include all three (3) pieces shown in the photo is shown correctly. This provides the opportunity to add or remove pieces to this collection. 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,Wayfair.com

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order.  The customer has been fully refunded $629.99 for the Right Hand Facing Sectional. When an order is placed with a Credit Card a pending charge is place on the customer’s account as the charge...

is only settled when an item ships. Regrettably, there was a small delay in the sectional shipping from the warehouse. Unfortunately, when the customer requested cancellation on 8/1/15 the sectional had shipped from our warehouse at which time we attempted to settle the balance. 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 due to the unexpected delay we have stepped outside our 30 day return policy and have provided the customer with a full refund for the returned sectional. 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 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 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 apologize for the inconvenience the customer experienced.  The customer received a total refund of $2,350.98 in Store credit for the return of several items across multiple orders (order #[redacted]).  The amount of $1673.96 was applied to...

her store credit account on 12/12/2014, and the remaining $677.02 was applied on 12/18/2014. On 12/31/2014, the customer placed a new order for the [redacted] Home Chest which totaled $2,111.67 using a credit card. On 12/31/2014, the customer contacted our service team to request that her store credit be applied to the order. Her store credit was applied post order and all pending charges to her credit card were reversed.  The customer has a remaining store credit balance of $239.31.   We reached out to the customer to further apologize and offer our assistance. We also offered the customer to provide her remaining store credit balance of $239.31 back to her original payment method. 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 sincerely apologize for the inconvenience caused to the customer.The customer placed his order on 3/28/2015 for the DR International - Delia 3 Piece Duvet Set. Unfortunately, we experienced an unexpected delay at the warehouse and the customer was sent a shipping...

confirmation in error. We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers and we agree that the delay with the customer’s order is unacceptable.We’ve reached out to the customer offering a 50% discount off the duvet set if they’re still interested. Alternatively, we can issue a full refund if the customer no longer wants the item.If the customer has any additional questions or concerns, she may contact [redacted], at ###-###-####.We hope this information is helpful in resolving the 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 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]

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

To Whom It May Concern,We apologize for the inconvenience the customer experienced with his order.  In an effort to rectify the issue, we are willing to step outside of our return policy and will refund the customer in full for the Fox Hill Trading - Savannah Club Chair once it is...

returned. We work hard to ship our items quickly and to meet our delivery estimates. Unfortunately, there was a delay in shipping and the item was not delivered until several days after our original estimates. 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 provided a prepaid [redacted] label. We will be refunding the customer in full as soon as we receive the item back to our warehouse despite the packaging.  If the customer has any questions, he may contact [redacted], at [redacted]. Best 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]. 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 sincerely apologize for the inconvenience the customer experienced with her order. We partner with several other large online retailers, including [redacted].com. They list our items on their website, and we provide any follow up customer service. Unfortunately, we...

incorrectly listed the [redacted] 4 7/8" Center Arch Pull with the wrong quantity. We have no desire to mislead our customers and regret when these rare errors occur. In an effort to rectify our error, we have set up a return and provided a full refund to the customer. 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.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, we were unable to change the delivery address since the order was shipped...

when the change was requested. We reached out to the customer to further apologize and to provide a full refund for this order and her previous order. 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: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,We apologize for the inconvenience the customer experienced with her order. We stepped outside of our return policy and refund the customer in full for the [redacted] - Sweet Heart 5 Drawer Chests. We are proud to offer our customer's a 30-day return policy. Per our...

return policy, 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. 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 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,Wayfair.com

Although the company was unable to meet or match the price, the communication, efforts and negotiation for a similar item reached a high level of customer service in which I appreciate.
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]