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 [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

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]. I have received full refund of the purchase price.  I am still very upset that the return policy was not clearly stated. The offer or advertisement stated "free shipping". I understand that they have return policies hidden in their tiny scripts disclosures, but I still would like for Wayfair to make an exception and refund my return shipping expense of $118.   They advertised mattresses not quilts.  I placed the order for mattresses and not quilts.  Sorry for being so stubborn, but I think costumer satisfaction should be their priority and make one exception for new customers not familiar with their tricks and hidden information. Thank you
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 sincerely apologize for the inconvenience this customer has experienced with her order. The customer placed an order on August 27th for the [redacted] Cocktail table. Unfortunately, we experienced a pricing error on our website and the product was listed with the...

incorrect pricing. We notified the customer on August 31st that her order had been cancelled and we provided her with a promotional code. The customer was never charged for the order.We have contacted the customer to offer multiple options in addition to the 15% courtesy promotional code; however, we are unable to honor the incorrect pricing. Per our order acceptance policy, Wayfair reserves the right to revoke any stated offer and to correct any error, inaccuracy, or omission even after an order has been placed. It is never our intention to mislead our customers.If the customer should have any additional questions or concerns she may contact [redacted] at [redacted]. We hope this information has been helpful in resolving the complaint. Best Regards, [redacted]Wayfair.comCustomer Advocacy

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 caused to the customer. In an effort to rectify the situation, we are issuing a check to cover the cost of the damaged done to the Consumer’s property.Regrettably, during the delivery the Consumer's (our customer's neighbor) yard was damaged. Wayfair takes issues such as this very seriously and only work with licensed, insured movers should in the rare event these circumstances occur. We have reached out to the Consumer to further apologize for the trouble. If the Consumer has any additional questions, 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, 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

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 inconvenience the customer experienced with her orders. In an effort to rectify the situation, we fully refunded the customer for any previous order issues that have been reported.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. We have assisted the customer with all of her reported order issues and concerns. The customer has not contacted us for any service issues or assistance on this particular order.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.  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 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 $10.20. 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 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

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. Wayfair did step up and get a solution for this. They are a "stand-up" company.
Regards,
[redacted]

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

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 we have refunded the customer in full for the [redacted] Sectional. 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

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

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 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] Sleeper Sofa.The customer placed her order for the...

[redacted] Sleeper Sofa on 12/9/2016. At the time of purchase, we provided her with an estimated ship date of 12/19/2016. The customer contacted us on 12/10/2016 to request that her order be cancelled. Regrettably, at that time, the customer's order had already been prepared to ship and we were unable to cancel it. We are proud to offer our customer’s a 30 day return policy. Per our return policy, roundtrip shipping costs are deducted from the customer’s total 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. We have no desire to mislead our customers in any way and regret when these isolated incidents occur. 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 sincerely apologize for the trouble the customer experienced shopping on our our site. The customer’s order was cancelled prior to processing.  We unfortunately incurred a pricing error that caused multiple [redacted] items to be priced incorrectly. While the customer...

was placing her order, the pricing had automatically updated, causing the price to increase. We have no desire to mislead our customers and regret when errors occur. 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]). If the customer has any further questions or concerns, she may contact [redacted], at ###-###-####. We hope this information is helpful in resolving this complaint.