Wayfair

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] with TV stand Electric Fireplace. The...

customer placed her order for the [redacted] with TV stand Electric Fireplace on 11/19/2016. At the time of purchase, we provided her with an estimated ship date of 11/21/16. The customer contacted us later on 11/19/16 to request that her order be cancelled; however, the customer's order had been packed for shipment sooner than expected on 11/19/16. Once an order is ready to be shipped, we are unable to process a cancellation.We are proud to offer our customer's a thirty-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 that 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 inconvenience she experienced, and informed her that we issued a full refund. If the customer has any further questions or concerns, she may contact [redacted], Revdex.com liaison at ###-###-####. 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 order #[redacted] has been cancelled and the pending charge of $3.32 has been reversed. 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 trouble the customer experienced with her order. The customer's orders have been cancelled and her pending charges have been voided. We have provided promotional codes for each cancelled order and have offered to find something similar at a...

further discount.We unfortunately encountered a pricing error with the [redacted] - Sideboards, and as a result 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)“ (http://www.wayfair.com/customerservice/general_info.php-privacy).We reached out to the customer to apologize and offered a discount off a future purchase. 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

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. 
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. No, I do not accept Wayfair's excuse for not assuring, my order is correct.  It does not take this long for Wayfair to refund my money.  I contacted Wayfair on April 21 to inform them, my order is still not correct.  It does not take from April 21 to current to refund my money.  I have been monitoring my bank account when the 3 to 5 days expired.  I still have not received my refund.  Furthermore, my bank would not hold on to a re-deposit this long.  I do not agree with the excuse, Wayfair refunded my money, and my bank is holding it.  I want my refund!!Also, I was told, Wayfair contacted the warehouse to collect the mixed-matched drawers.  I am tired of seeing my entrance way in my home being blocked by these drawers.  When will I receive an RMA to return the wrong drawers, or have the drawers restocked.  I don't want my home looking like a storage facility.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have been contacted by Wayfair as indicated. However it was not merely about using the Wayfair credit card it was that I was not allowed through [redacted] to chose which method of credit I wanted to use for payment.  Not only do I have Wayfair but about ten other forms of credit cards through various banks.  As a consumer I have a right of chose of which method of credit cards when clearly they advertise [redacted] and [redacted] credit. Of which I have all.  In any event, the money was refunded to my checking account and the order was cancelled. I might point out if I only ordered it on November 12th, then why did they receive a cancelation on November 9th?  In summation, their 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 with his order. The customer ordered the Faux Leather Zero Gravity Deluxe Massage Chair that was delivered on February 16, 2016. Regrettably, during the delivery the customer's flooring 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 advised the customer to open an insurance claim with our delivery company. The customer has been working with the delivery company as well as a specialized delivery associate here at Wayfair to ensure the pending claim is settled. We will continue to work with all parties involved to ensure a resolution.We reached out to the customer to further apologize and as a gesture of our heartfelt apologies we have provided a discount on the customer's order. 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

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 sincerely apologize for the inconvenience the customer experienced with his order. In an effort to rectify the situation, we will be refunding the order in full.We strive to ensure our product listings are correct with the most accurate information available and have no...

desire to mislead our customers. Regrettably, at the time the customer placed his order, this Pub Table was listed with a photo including Chairs. The item was described correctly as including the Table only. After notifying the customer of this difference, we had the item returned to our warehouse. We sincerely apologize for any confusion.We reached out to further apologize for the frustration caused and have provided a full refund through the dispute. 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 apologize again for any inconvenience caused to the customer. The customer has been contacted by our local delivery agent and the order has been scheduled for delivery to the customer on Apr 28, 2017 (02:00 PM - 06:00 PM). 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 apologize for the inconvenience the customer experienced with her order. In an effort to resolve the issue, we have provided several options to the customer. We handle standard returns, defects, and damage issues within 30 days of delivery. During this time, we are...

happy to offer a discount to keep if the damage or defect is minor or to place an order for replacements parts or unit. Regrettably, when the customer contacted us to report the [redacted] Corner Desk was defective it was outside our 30 day policy. We understand the customer’s situation and agree the defect issue was not properly addressed. We reached out to the customer to further apologize for the trouble and provided options outside our 30 day policy to resolve the situation . 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. In an effort to rectify the situation, we reached out to our freight team to confirm that her [redacted] - [redacted] Recliner would be delivered during the delivery time...

scheduled. The item was delivered to the customer on March, the 22nd and the item arrived in good condition. A member of our team reached out to the customer to confirm the item arrived to their satisfaction. We assured her we would be following up with the delivery team, due to their delay in initial delivery. We have reached out to the customer to further apologize for the frustration caused, and informed her of this, as well as offer a discount for the issues with this delivery. If the customer has any further questions or concerns, she may contact [redacted]., Revdex.com Liaison at [redacted]857-317-7087. 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 our site. In an effort to rectify our error, we offered to provide the customer the [redacted] 5 Piece Dining Set at a significantly discounted rate. We unfortunately encountered a pricing error with the [redacted] 5 Piece Dining Set, and as a result the customer was unable to place the order at the originally displayed price. 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 this item and 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 inconvenience caused to the customer.The customer placed her order on February 16, 2017 for the [redacted] Sofa. Unfortunately, we experienced a technical error on this order and pushed the shipping date to March 2, 2017. 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.The customer's order was shipped on March 2, 2017 and we have reached out to the customer to further apologize for the delay.If the customer has any additional questions or concerns, she may contact [redacted], Revdex.com Liaison 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 caused to the customer.The customer placed his replacement order on 11/16/2016 for [redacted] Flooring - 5" Solid Hickory Hardwood Flooring in Gold Rush due to the original order arriving with manufacturing defects. The original...

delivery estimate was for December 6, 2016. Unfortunately, we experienced an unexpected issue with our freight where we had to switch companies and pushed the delivery date from 12/6 to 12/13. 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 worked with our freight team to have the item delivered on Saturday, December 10th which was the soonest they could accommodate the delivery. We sincerely apologize for any inconvenience this delay caused. 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,[redacted]Wayfair.com

To Whom It May Concern,We apologize for the inconvenience the customer experienced with their order. In an effort to rectify the situation, we have scheduled the delivery appointment for May 6th and applied a discount to the order.We work hard to provide accurate shipping and delivery estimates and...

we sincerely apologize for any confusion and inconvenience caused. When our large parcel shipments arrive to our local delivery agencies, we allow the delivery agency 2 business days to inspect the customers package and contact them to schedule the delivery. We have been able to schedule a delivery appointment for 05/06/2017. However, we certainly agree that the information provided by our team caused some confusion and an inconvenience to this customer, and because of this we have applied a discount to the order total. We reached out to the customer to further apologize for the trouble. If the customer has any additional questions, they may contact [redacted], a 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 inconvenience the customer experienced with her order. We are proud to offer our customers a 30 day return policy. Per our return policy, round trip shipping costs are deducted from the customer's total refund when they use our return label - as the...

customer returned the comforter set on their own, the return shipping was not deducted. We received the comforter set back to our warehouse and credited the customer the price of the item, $30.99, back to her original payment method on 1/2/2017. We reached out to the customer to apologize for any delay in receiving her refund and advised the item has been refunded in full. 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

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 see my response to [redacted] from Wayfair.com's Customer Advocacy Team:
Hi [redacted],There is no confusion, Wayfair is showcasing a product, in this case a living set, for the wrong price. The price happens to be the same price as one of the sofas that is part of the set. I was in the Living Room Set section (not in the Sofa section), the image shows a 3-piece set (not a sofa), the original price of $2,579.97 CDN is based on the set (not a sofa). How is anybody supposed to know that the $704.50 refers to only one sofa part of the set? Nowhere does it state that this set starts at a base price of $704.50, not in the Living Room Set section nor on the product page. On top of that, there are other sets in the Living Room Set section where there is no price discrepancy for the reasons that you described (which your customer service representative explained it’s because the items are not sold separately as well, they are only sold as a set.). A customer has to call Customer Service to get an explanation as to why and how this information is false and misleading. It is not clear to the customer, no less to this avid online shopper with professional experience in retail marketing. If this were a smaller item such as an article of clothing that was promoted at an incorrect lower price, the retailer would have to honor the lower price. By law, I believe that you must honor the incorrect lower price that you are showing it at.To add insult to injury, you are offering me a discount less than the discount that was offered to me last Friday. I was offered the set for $1200 then. Still almost $500 more than the price that it is being advertised at.I would like to buy 2 sets at $704.50 and would like this false claim corrected either by adding “starting at $704.50” or “$704.50 for 1 piece”. Thank you,[redacted]
Regards,
[redacted]

:
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 sincerely apologize for the frustration this order has caused for this customer. We did issue the refund on 10/10/16 which was a bank holiday so the refund was processed on 10/11/16. It can take up to 5 business days for the refund to appear on the bank statement. The customer can use the Acquirer Reference Number (ARN) 749[redacted]38 to reference this transaction with their bank or credit card company.If the customer has any additional questions, she may contact [redacted], at ###-###-####. 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 called multiple times, and each date I called I was guaranteed a ship date. Each ship date passed & I was guaranteed another ship date. I paid $309.99 for an item I could have bought from another company and received prior to August 18th, when summer is over. I was charged at the time of sale, not ship date. You acknowledge that is was unacceptable.  I feel I should be reimbursed something. It was very frustrating dealing with Wayfair. I have never ordered through Wayfair prior, and I had I known how the customer service was I would not have ever ordered. 
Regards,
[redacted]