Wayfair

To Whom It May Concern,We are very sorry for the trouble the customer experienced on his order. The customer has been refunded $339.92 back to his [redacted] card. The customer placed his order for three Safavieh - Arissa Adjustable Swivel Bar Stools on April 18th, 2014. The three stools were...

delivered on April 22nd via [redacted].   On September 23rd, the customer contacted our service team to request replacements for all three stools siting the items were defective. We promptly ordered the replacement units at no cost and notified that customer that the new stools were backordered. Unfortunately, on February 24th we learned that the stools were backordered with no re-stock date and cancelled the items from the customer’s order. We refunded the customer $339.92 as a store credit for the cost of the stools ($339.92) and an additional cost of $84.98 that was charged to the customer in error. We sincerely apologize for the technical issue that occurred on the customer’s order and are addressing this error.  A Customer Service Manager has been working with the customer to apply his store credit towards a different order. The store credit in the amount of $339.92 was applied to order [redacted], which was placed on 2/25/2015. In return, the customer’s [redacted] card used on that order was refunded the difference of $339.92. If the customer has any additional questions or concerns he may contact [redacted], at ###-###-####. 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. We stepped outside of our return policy and refunded the customer in full for the [redacted] - [redacted] Panel Bedroom furniture. 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 after the order has shipped, 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 follow up with the refund issued. 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 her order on 10/3/2016 for the [redacted] - Silhouette 12" x 30.25" Wall Mounted Cabinet. Unfortunately, we experienced an unexpected backorder on the item and pushed the...

shipping date from 10/4 to 10/18. 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 her item and we had notified the her of the backorder issue. The customer's order was shipped on 10/18/2016 and was delivered on 10/20/2016. The customer's package may be tracked on [redacted] using the following tracking number: [redacted]. We notified the customer that if they would like to return the three items on their order, that we would be more than happy to set up a return for the entire order.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.Best Regards,Wayfair.com

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

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order. We stepped outside of our return policy and have agreed to refund the customer in full for returning the Metallic Feather Lumbar Pillow. 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 an effort to rectify the situation we have stepped outside our return policy by waiving the return the return shipping as a one-time courtesy. We have 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 sincerely apologize for the inconvenience the customer experienced with his order. In an effort to rectify the situation we have provided the customer a full refund and a gift card to use towards a future purchase. We have no desire to mislead our customers and do our...

best to ensure that our products are listed with the correct and most up to date information. On May 2, 2016 the customer placed his order for the Kingston Poker Table. Regrettably, we incorrectly listed the table as coming with four chairs. We sincerely apologize for any inconvenience caused to the customer and have updated our listing.   We have reached out to the customer to further apologize and to assist with returning the table for a full refund. As a gesture of our heartfelt apologies we have provided a gift card for the customer to use on a future purchase. If the customer has any additional questions or concerns 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 inconvenience the customer experienced with her order. In an effort to rectify our error, we have ordered a replacement for the missing chaise and provided a discount for the trouble.The customer placed her order for [redacted]...

Reversible Chaise Sectional on June 16, 2017 which arrived on July 12, 2017. The customer contacted us on July 19th to notify us that her delivery arrived and was missing a part of the sectional. We promptly ordered a dock search at our warehouse to find the missing package. Unfortunately, due to the search, there was a delay with ordering the missing part. We sincerely apologize for the trouble caused and agree the delay with the order is unacceptable. We have ordered a replacement Chaise which is estimated to ship on Aug. 4th. We will provide tracking information once the item leaves our warehouse.We reached out to further apologize for the trouble and will continue working with 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 trouble the customer experienced with his order. The customer’s order has been cancelled and her pending charge of $234.99 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 [redacted] Right Hand Facing Sectional, the item was listed with the incorrect price. 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 and have offered a further discount on this sectional, or discounted prices on alternative sectionals. 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 $448.33 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 Laguna 8 Piece Fire Pit Seating Group with Cushion, 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. 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 have reached out and apologized to this customer for the frustrating experience. We have explained to the customer that the cabinet she had ordered was a returned clearance item and was unfortunately returned incorrectly by the previous customer and the package did not have the item she had ordered inside. We explained that we did not have any more clearance inventory and the new inventory was out of stock. We have offered very similar replacements to the customer, but she was not interested in those options. We discovered today that there was another cabinet that was recently returned to our clearance center and we have ordered this for the customer. We've explained that since this is returned we are unable to offer any future replacements if the item were to come damaged or incorrect. 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.Best 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]

To Whom It May Concern,We are very sorry for the trouble the customer experienced on her order. In an effort to rectify the situation, we have provided a breakdown of the billing and reached out to offer a return on the items she received.The customer placed her order on June 18, 2016 in the amount...

of $297.93. The order total was settled on June 22, 2016 in two separate transactions ($286.05 ARN [redacted] and $11.88 ARN [redacted]). As a one-time exception we provide the customer a refund of $56.00 (ARN [redacted]) on June 22, 2016 to price match the items on our site. The customer informed us that the 'Desertsunset' by [redacted] Painting Print on Wrapped Canvas arrived not as described. A refund of $84.01 was issued in two separate transactions ($11.88 ARN [redacted] and $72.13 ARN [redacted]) on June 29, 2016.We reached out to the customer to further apologize for the trouble and provided her with a screen shot of her updated invoice. We have also offered to set up a return on the remaining items on her order if she was seeking a full reimbursement of her charges. 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

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with his order.  Unfortunately, we incorrectly listed the [redacted] - Medium-Back Adjustable Swivel Office Chair as a set of 4 chairs when it should have been priced for a single chair. 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 partial refund to the customer and removed the item from the website. If the customer has any additional questions or concerns he may contact [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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
There was NO "large" discount offered for future purchases as referenced in the business's reply.  There was no discount offered period.  This is completely not true, but also does not surprise me.  I was offered to purchase the item I ordered (that was mis-advertised) for additional $500, which is a repetitive special price for this item at other retailers.  After all the trouble I have been thru with Wayfair, why would I want to pay the "usual" price?  I can buy this item from [redacted] or similar merchant.  Also, Wayfair did not discover the issue until I reached out to them, which was well beyond the promised shipping date range.  Very disappointed.  Not a reputable company, and others should really be aware of it.  Businesses make mistakes, but customers should not be the ones paying for them.Additionally, previous business response provided a link to the "user agreement" referencing the fact that Wayfair can cancel any order and adjust any price at any time.  The link is not working, and I am not surprised.  ?
Regards,
[redacted]

To Whom It May Concern,We are very sorry for the trouble the customer experienced on this order. We work hard to provide accurate shipping and delivery estimates and we sincerely apologize when an item is backordered without prior notice. On 12/11 the customer was notified by email that her...

order for the Three Posts - [redacted] Upholstery [redacted] Sofa was placed on a backorder for several weeks. This item is made to order and unfortunately, due to production delays, was not ready to ship by our original estimate. We are working with our manufacturer now to have this shipped as soon as possible, as well as looking into alternate warehouses or a substitute item, although we are unable to ship a large freight item to be delivered February 20. We reached out to the customer to further apologize for the trouble and provided her with an update on the backorder. 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

To Whom It May Concern, We apologize for the inconvenience the customer experienced with her order. The customer's order has been cancelled and they have been fully refunded. We unfortunately encountered a listing error with the sectional, it was set up for the chaise only, and as a result the customer's order was cancelled. 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 we offered to provide the customer the [redacted] Leather Sectional at a reduced price. 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 apologize for the inconvenience the customer experienced with her order.  We have stepped outside of our return policy and are refunding the customer in full for the Serta at Home - Santa Cruz Sofa.  We are proud to offer our customer’s a 30 day return policy. Per...

our return policy, return 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. The customer entered a credit card dispute on December 9th, and as a result of the dispute it may take up to 90 days for her to receive her refund of $359.10 for the Serta at Home - Santa Cruz Sofa, depending on the processing time for her bank. 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 have searched our database and unfortunately, we do not have any records of an order being placed through our website for the customer. We have searched for an order with the information provided through the complaint as well as reaching out to the customer via email on 12/10/2015 for other specific information. We have also reviewed all orders placed for the item in question and could not find an order that shipped to the customer. We would be happy to order a replacement unit once we can verify that an order was placed through our site. We are also happy to continue to work with the customer to try and resolve this matter. If he has any questions or concerns, he may contact [email protected]. Thank you,Wayfair

To Whom It May Concern,We sincerely apologize for the
inconvenience the customer experienced with his order.  In an effort to
rectify our error, we have provided a full refund to the customer as well as
ordered him another spool of wire at no additional cost.We have no desire to mislead our
customers and regret when these rare errors occur. We partner with several
other large online retailers, including [redacted].com.  We list our items on
their website, and we provide any follow up customer service. 
Regrettably, the [redacted] - SPT-1 Zipcord Wire was incorrectly
listed with two different spool weights (13lb. and 7lb.). We have removed the
listing from our Partner’s website.We have further apologized and
provided a spool of wire at no additional cost to the customer. If the customer
has any additional questions or concerns he may contact [redacted] at
[redacted]. We hope this information is helpful in resolving the complaint.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]. 
Both of these items were damaged. I was unable to put them back in the boxes that they were shipped in because they were shrink wrapped. The business did send me return labels, but [redacted] would not accept them when they were not in a box.
Regards,
[redacted]