Wayfair

To Whom It May Concern,
We sincerely apologize for the inconvenience the customer experienced with his order.  
The item the customer purchased was being listed at the lower price on our search page. Unfortunately, at the time of the purchase and when the customer was checking out, the...

price had increased. We are very sorry for the error, as it is never our intention to mislead a customer. On 11/2 the customer brought this matter to our attention and requested we match the original price displayed. Regrettably, our expected level of customer service was not provided, and as a result the customer refused the merchandise. 
In an effort to rectify our error, we have provided a full refund to the customer for the returned merchandise and provided him with a coupon towards her next purchase. 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,
[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 situation, we fully refunded the customer $33.38 on March 15, 2016. The customer placed his order for the Goose Alternative Down Comforter Set on March 3, 2016. We...

provided an estimated delivery date of Wednesday, March 9, 2016. Regrettably, due to severe weather conditions the delivery was delayed until March 11, 2016 ([redacted] Tracking [redacted]).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 11, 2016 the customer notified us that he wished to return the Goose Alternative Down Comforter Set. Regrettably, the defect issue was not properly addressed as we were unaware of any damages or defects. We reached out to the customer to further apologize for the trouble and have provided a full refund of $33.38 for the Goose Alternative Down Comforter Set. 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:
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. I understand what you are saying, the code itself did not have a minimum purchase requirement and your system did accept the transaction, I received a confirmation email that included an expected delivery date. Your customer service rep was not truthful in her response when I asked if all orders were canceled as your company did in fact honor many orders, multiple orders for some people. There are several posts across different social media sites indicating as such. How do you choose to honor multiple orders for some and none for others? Is that common business practice? Or is it common practice to offer a promotional code, gather potential customers email addresses and then cancel their order and continue to send spam to their emails?
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 offered a return for a full refund for the Franklin Sofa by [redacted] Upholstery. 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 reached out to the customer to further apologize and offer assistance with her return. 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

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 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. 
 
We attempted to cancel order #[redacted] but it shipped with [redacted] under tracking number:[redacted].  After speaking with our customer service department, we made an exception and processed another order #[redacted] for $5.08. This order has also shipped with [redacted] under tracking number:[redacted]. We have reversed the charges of $5.08 on the first order; the customer may keep both comforters at the total price of $5.08.   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 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 $17.12 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. If the customer has any further questions or concerns, he 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 apologize for the inconvenience the customer experienced with her order. In an effort to resolve the situation we have offered to step outside our 30 day return policy.We strive to keep our prices competitive; due to the frequent fluctuation of our prices we do not offer price matching to other retailers or manufacturers. We have reviewed all recorded calls to confirm that our agents did not provide any misinformation regarding the warranty. We sincerely apologize for any confusion and have offered to step outside our 30 day return policy by accepting the exchange outside of the 30-days. However, the customer would still be responsible for the $149 processing and pick up fee per our mattress specific return policy [redacted]“If you aren't satisfied with its feel then, call our mattress experts and we can exchange it for a brand new mattress within the first 30 days you have it. All it takes to get that new mattress is a $149 processing and pick-up fee. If your new mattress is more expensive than the original, we just ask that you cover the difference in price too.”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:
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. 
As previously explained that is not an acceptable solution.  You clearly have several of these items currently in stock so I expect you to send me one of those.  I realize your system made and error but as a business you need to take responsibility for that error and make it right with your customer.  I look forward to receiving my couch.!
Regards,
[redacted]

To Whom It May Concern,
This promotion code is invalid and is no longer available for use.  The customer's order #[redacted] has been cancelled and the pending charge of $1.40 has been reversed.
 
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)."
We sincerely apologize for any inconvenience related to this matter.
Thank you,
 
[redacted]
[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. 
 
Regards,
[redacted]

To Whom It May Concern,We apologize for the continued inconvenience the customer experienced with her order. In an effort to rectify the situation, we have verified again with [redacted] that the refunded has processed.Regrettably, there was a delay in the processing of the customer's return for a refund. We partner with several other large online retailers, including [redacted].com. They list our items on their website as well as collect payment information, and we provide any follow up customer service. We have confirmed with our partner that the refund has been processed, which may take 3-5 business days to reflect in the customer’s account. We sincerely apologize for the inconvenience caused to the customer and agree the delay is unacceptable. 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 her order. In an effort to rectify our error, we have provided a full refund to the customer. We partner with several other large online retailers, including Walmart.com. They list our items on...

their website, and we provide any follow up customer service. Unfortunately, we incorrectly listed the decorative glass domes as coming in a set of six. We have no desire to mislead our customers and regret when these rare errors occur. We have reached out to further apologize and have provided a full refund. 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,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 PayPal account has been credited in the amount of $4.99. 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:  [redacted] We hope this information is helpful in resolving the complaint. 
Thank you,
[redacted]
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 arranged a return for full refund for the Signature Design by [redacted] [redacted] We are proud to offer our customers 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 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 this order has caused our customer. Regrettably, the customer's order was lost in transit October 20th. We reached out to the customer and ordered a replacement at no additional cost to them. The replacement was shipped out on October 21st. It is estimated to be at the local delivery terminal on October 31st. When it is received we will reach out to the customer to set up a time for delivery. We reached out to the customer to further apologize and to facilitate the delivery of this merchandise. If the customer has any additional questions they 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 his order. In an effort to rectify the situation, we fully refunded the customer $157.24 on November 23, 2016. On November 05, 2016, the customer notified us that he received a full-sized [redacted] Bed Frame...

instead of the king-sized frame ordered. We promptly ordered the customer a replacement. On November 14, 2016, the customer notified us that he unfortunately received another full-sized bed with the replacement. At this time, a second replacement was ordered and the customer was offered a discount as an apology for the trouble caused. Regrettably, after the second replacement was ordered, we discovered that the listing was set up incorrectly, and the order was coming to our warehouse for a full-sized frame. At this point, one of our customer service agents cancelled the second replacement as the customer would only receive a third full-sized frame instead of the king-sized frame needed. We understand the customer's situation, and agree that the experience had with this order is unacceptable. We reached out to the customer to further apologize for the trouble and offered to help him place an order for an alternative king-sized frame at a discount due to the trouble. If the customer has any additional questions, he may contact David LeHouillier, 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 caused to the customer.The customer placed their order on May 09, 2017 for the [redacted] 6 Drawer Dresser and 2 Drawer Nightstand. These items shipped on May 10, 2017 and the [redacted] 6 Drawer Dresser was delivered on May 20, 2017....

Unfortunately, the 2 Drawer Nightstand was lost in transit and had to be replaced. At the time this was discovered, we ordered a replacement nightstand which shipped on May 24, 2017 under tracking number [redacted]. 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 full order is unacceptable.A customer service manager has been working with the customer to ensure the delivery of their item. The delivery is set for tomorrow, May 25, 2017. Once the item has been successfully delivered, we will work with the customer to provide a discount for the delay.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.Best Regards,[redacted]Wayfair.com

To Whom It May Concern:We sincerely apologize for the inconvenience this customer has experienced when looking to purchase an item on our website. It is never our intention to mislead our customers and apologize for the confusion that the customer experienced with our product options.The customer...

was looking to place an order for a cat tree. After finding a cat tree she was interested, the customer went to the product page and saw that the price was for around $50. Many of our items have multiple options. This particular cat tree has 3 options for the color. The customer was interested in the beige which is an additional amount. After choosing the beige option, the price changed to the appropriate amount. The customer contacted our service team regarding this discrepancy and while explaining the difference in prices for each product, the customer disconnected. We apologize for this confusion. We have since reached out to the customer and provided a 15% promotional code for the inconvenience and confusion. 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.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. 
This company keeps telling me I will not receive any more emails from Wayfair, but did not mention deleting my account with them totally, no matter how many times I have asked them to do so! I do not like to order on-line, prefer buying merchandise in a store when I can physically see it!Thank you for your help in this matter.
[redacted]