Wayfair

To Whom it May Concern, We apologize for the inconvenience the customer experienced with their order. We have reached out to the customer and offered to send them a full replacement. 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 September 27th, 2016 the customer notified us that the August Grove - Paloma 5 Piece Dining Set they ordered and received was defective. We tried to resolve the issue with parts. As that has been unsuccessful we want to offer a full replacement to the customer. We reached out to the customer to further apologize for the trouble. If the customer has any additional questions, they 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.  It is inaccurate and does not reflect the actual efforts to resolve this case.  For the record, regarding complaint #[redacted]:1. I initially called customer service and the woman insinuated I was a liar.2. Case opened with Revdex.com3. Initial email from "[redacted]" at Wayfair's customer service -- sorry for the confusion, but but that's our price. 4. I emailed [redacted] back and provided a screen print of the item and price before it placed in the electronic shopping cart. (I also have screen print of the significant price increase once it was in the cart.)5.  [redacted] replied that the item is "on sale" and here is a 15% promotional code.6.  Since Wayfair is honoring the price, the item was purchased.This complaint is resolved. 
Regards,
[redacted]

To Whom It May Concern,We apologize for the trouble the customer has experienced with their replacement order for the [redacted] End Table. The delivery was delayed by [redacted] due to a Winter Storm in the area impacting delivery abilities and causing a delay to all incoming shipments. At this time - The order has been confirmed as delivered on March 17th with [redacted] tracking number [redacted]. 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, The customer ordered the [redacted] Upholstery sofa on March 19th 2015 in the amount of $409.16. The customer paid for the sofa using $192.71 in Store Credit and the remaining $216.45 balance with her credit card. On 4/20/2015, we received a Credit Card dispute from the customer’s bank. We processed a return on 5/5/2015 and issued a full refund to the customer. The customer has received a refund of $192.71 in store credit. Additionally, we have accepted the credit card dispute as this notifies the customer’s bank that we agree a full refund of $216.45 is due to the customer. It is now upon the bank’s discretion as to when the credit is released to the customer.Unfortunately, closing the dispute will not speed up the refund to the customer’s credit card as the funds in question are taken from us and held by the bank pending the outcome of the dispute. If the customer closes the dispute in our favor we will not receive the official notification that we won the dispute and the funds in question returned to us for a minimum of 60 days.If the customer has any further questions or concerns, she may contact [redacted] at ###-###-####. We hope this additional 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, that promotion code is invalid and is no longer available for use. It was intended exclusively for first time Trade (designers/interior...

decorators/business) customers placing large orders, but was leaked to a vast audience of consumers who tried to redeem it. 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 full refunded in the amount of $52.05. 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]
[redacted]

To Whom It May Concern, We sincerely apologize for the inconvenience the customer experienced with her order. The customer placed her order for the [redacted] - Florence 30" Single Vanity Set March 24th, 2017. The customer contacted us on April 10th to notify us that it was taking too long...

for the vanity to arrive. We explained that it shipped out sooner than expected, and was within the original estimated dates. Unfortunately, the item became lost in transit, and was deemed lost on April 18th. We sincerely apologize for the trouble caused and agree the delay with the order is unacceptable. A customer service supervisor has been working with the customer to resolve the complaint, and a full refund was issued on April 19th.If the customer has any additional questions 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 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, this customer's order was lost in transit. We initiated a dock search to...

find the lost merchandise and agree the delay with the customer's order is unacceptable. Unfortunately, the customer's items were not located. We issued a refund in the amount of $749.00 to the gift certificates that the customer had originally used to place the order. Now, that the customer has requested a refund check instead, we have contacted our finance team to have the check processed. The customer can expect to receive the refund check in the amount of $749.00 within the next four to six weeks. We reached out to the customer to further apologize and to set expectations for the receipt of the refund check. 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, [redacted]Wayfair.com

Revdex.com:
My issue with Wayfair was not so much the pricing error as the deceptive response to the pricing error that came after. If the FIRST reaction had been, "We're sorry, the price was incorrect. Per our policy, this order will be cancelled," then I would have been disappointed, but not angry. It should be noted that Wayfair has contacted me and has allowed me to purchase a comparable item, though at not as much discounted as my original order, was an acceptable compromise to me. So, in this sense, it is resolved. No one has yet addressed the dishonesty involved, though. 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 lost in transit and agree the delay with the...

customer's order is unacceptable. The customer's [redacted] 5 Piece Seating Group has been replaced and the expected delivery date is 8/1/17. We reached out to the customer to further apologize and applied a discount to the order due to the inconvenience. 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, [redacted]Wayfair.com

You guys say you stopping orders from going out but that's a lie I have so many screen shots on individuals who keep getting tracking numbers & packages at their door step yes employees granted to reinstate their orders I was one if the customers that was promise that now it's a no what a company great way too serve a new customer that way customers come first but in that case with your business I guess not.... 
Regards,

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 can only reiterate, yet again, How can Wayfair 'Look Into' the Situation(s) "WITHOUT PICKING UP THE DEFECTIVE ITEM(S) THEY CHOSE NOT TO PICK UP???" I was told, by [redacted], "THE ONE SUPPOSEDLY LOOKING INTO/HANDLING THE LATEST DEFECTIVE CHAIR???" As Stated Within This Latest, SO-CALLED ATTEMPT(?) TO RESOLVE THE SITUATION; What Do They Do When They Are NOT TRYING TO RESOLVE THE ISSUE(S)??? AGAIN, [redacted] HAS TOLD ME ON AT LEAST 5 OCCASIONS, THAT THE RECLINER WOULD BE PICKED UP WITH 3-5 BUSINESS DAYS; "5" TIMES!!! "THAT'S HOW MY CASE HAS BEEN HANDLED BY HER!!!" Yet Again, I CANNOT Answer To Every "WORD" spoken, on the phone or in over 300 email from/to Wayfair, since my 1ST DEFECTIVE ITEM RECEIVED; MY VERY 1ST ITEM PURCHASED!!! If we, the Complainant(s), have to Resolve Every Detail here with the Revdex.com, We Wouldn't Need The Revdex.com!!! As Long As I Draw Breath, I Will NOT Let It Go; MY INTEGRITY IS ON THE LINE!!! "WAYFAIR OBVIOUSLY DOESN'T HAVE ANY!!!""I'M STILL SICK & IN PAIN THAT DERIVED FROM HAVING "NO CHOICE" BUT TO USE THE DEFECTIVE CHAIR (ONLY A COUPLE DAYS; HAD I KNOW, I NEVER WOULD HAVE PURCHASED THE CHAIR IN THE 1ST PLACE!!!" WHAT MORE DO I HAVE TO PROVE HERE??? WELL, I HAVE A FEW PICTURES NOW, BUT WHAT WILL THAT PROVE, OTHER THAN I DON'T/DIDN'T HAVE ANY ROOM IN MY APARTMENT FOR AN EMPTY CHAIR BOX, LET ALONE, DEFECTIVE CHAIRS!!!"
Regards,
[redacted]

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 the pending charge of $1.96 has been reversed.
We sincerely apologize for any inconvenience related to this matter.
Thank you,
 
[redacted]
[redacted]

To Whom It May Concern,We apologize for the inconvenience and confusion the customer experienced with her order. Our Lifestyle images are meant to portray our items in a room setting to allow our customers to envision how these items may look in their own home. While our listing photograph does...

contain chairs, a bench, and a rug, it is listed as a Counter Height Dining Table and provides information regarding only the table. We have no desire to mislead our customers and have taken steps to further clarify our listing. Although we are unable to provide the bench and chairs at no additional cost, we have reached out to the customer to further apologize for any confusion with our listing. We have offer assistance with a return for a full refund. 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,Wayfair.com

To Whom It May Concern, We sincerely apologize for the inconvenience the customer experienced with her order. The customer placed her order for Rectangular Patio 13ft x 10ft Awning on June 18th, 2016. The customer contacted us on August 23rd to notify us that her delivery arrived and was...

missing a part of the awning. We promptly ordered the customer a replacement part to be shipped. Unfortunately, there was a delay with shipping the missing part. We sincerely apologize for the trouble caused and agree the delay with the order is unacceptable. We are continuing to work with the supplier to ensure the correct part is shipped out and should have this resolved shortly. If the customer has any additional questions 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 has been cancelled and the pending charge of $2.24 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, 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]
[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. 
The customer's order #[redacted]has been cancelled and the pending charge of $13.97 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, they 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

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 was told that Wayfair would 1 day ship the table top after I complained. However it still has not arrived. 
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with their order. 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] 6-Piece Dining...

Set, the item was listed incorrectly and was later found to be just the 4 Wicker Arm Chairs, as the table and bench have been discontinued. We sincerely apologize for any inconvenience our error caused the customer and have updated our listing to accurately show the correct item(s). 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 they may contact [redacted], at [redacted]. We hope this information is helpful in resolving the 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]. The Wayfair representative keeps lying about their actions. During the email communication with [redacted] from wayfair, she lied to me that wayfair never issued a refund to me and she tampered with my account removed the "refund issued" message. Fortunately, I saved a screen shot of my account info earlier and have attached it in this reply. (Figure 0.png). [redacted] now offers me a return, however, she is deducting $9.40 return shipping cost from the return (see attachment 1.png). This is actually no difference if not worse than what [redacted] has already offered me, which is return the item at my shipping cost and get the full refund (see attachment 2.png). I believe this incident is caused solely by the misleading information from wayfair and they should be fully responsible for their mistakes. Thus they should provide me with full refund while offering me the pre-paid shipping label. The many lies and extremely unethical behaviors from Wayfair could potentially harm many other customers as well.
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 stepped outside of our return policy and have fully refunded the customer for the return of the Sofa Color: [redacted]
The...

customer placed her order for the Sofa Color: [redacted] on 5/16/2016. The customer requested cancellation on 5/19/2016, regrettably, the custom made sofa was already in production and once an item is in production we are unable to cancel the order. If a customer is no longer interested in an item, they are welcome to return the item and are responsible for return shipping costs per our return policy. We understand the customer’s situation and as a one-time courtesy we have waived the return shipping costs and re-directed the shipped sofa to our warehouse.We have reached out to the customer to further apologize and to assist with returning the sofa for a full refund. 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