Wayfair

Revdex.com:
My issue was resolved by Ms. [redacted] at Wayfair, a different person than who was sending the responses back here on Revdex.com. She did a great job resolving my issue that some others did not seem interested in doing. So thank you for helping to get my issue resolved. The issue could be closed.  Regards,
[redacted]

To Whom It May Concern,We apologize for the inconvenience this order has caused our customer. In an effort to rectify the situation, we have provided the customer a full refund and have offered a discount off a future item.We strive to ensure that all orders are successfully filled and delivered to...

the satisfaction of our customers. Regrettably, the customer's order for the Lafayette Upholstered Bed was lost in transit on May 3rd 2016. While we initiated a dock search to find the lost merchandise, it was discovered to be damaged. Sadly, the replacement we had order is currently out of stock.We reached out to the customer to further apologize and assist in helping find an alternative that is in stock. 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 situation, we fully refunded the customer $2,894.99 on September 23, 2015. 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 2, 2015 the customer notified us that the [redacted] Heated Reclining Massage Chair arrived missing the side panels. Unfortunately, due to a miscommunication we were unable to ship the parts in a timely manner to the customer. Regrettably, there was also a delay having our carrier retrieve the recliner from the customer. We agree the miscommunication and delay in picking up the recliner is unacceptable, and we have address the issues with the parties involved to prevent similar occurrences from happening in the future. We reached out to the customer to further apologize for the trouble. 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

To Whom It May Concern, We apologize for the inconvenience the customer experienced while shopping on our mobile application. In an effort to rectify our error, we offered to provide the customer a discounted off the item she was interested in. We unfortunately encountered a technical...

glitch that caused our mobile application to list the PRI Upholstered Bed at the incorrect price. We truly regret when these errors occur and are making all efforts to avoid a similar situation from happening in the future. We reached out to the customer to further apologize and offered the bed at a $300.00 discounted. If the customers have any additional questions or concerns she may contact [redacted], at ###-###-####. 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. We stepped outside of our return policy and refund the customer in full for the Tanya Dining Table and chairs. 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 have reached out to further apologize and have stepped outside of our return policy by waiving the return shipping. 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 caused to the customer.The customer placed their order on 09/04/2016 for the [redacted] ® - Sleeper Sofa. The item shipped on 09/09/2016. Unfortunately, we experienced an unexpected shipping and delivery delay on the item and...

pushed the delivery date from 09/23/2016 to 10/11/2016. 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 delivery is set for tomorrow (October 11, 2016) between 1 and 5 pm. Once the item has been successfully delivered, we will work with the customer to provide a discount for all the delays.If the customer has any additional questions or concerns, they may contact [redacted], at ###-###-####. We hope this information is helpful in resolving the complaint.Best Regards,Wayfair.com

I accept.  However, the only item not commented on is the repeated attempts to contact Wayfair for an update.  Phone calls, emails, stats order (online request tool).  None of these were responded to.  I sat for quite sometime not knowing the status or if my order would be fulfilled, replaced, or refunded.  I will agree to close the claim as long as this information is passed along.  This could have been much less stressful if ANY requests were responded to.  Being ignored is not an acceptable way to treat a customer missing their shipment.  I would hope you would make efforts with other customers that might be similarly situated. 
Regards,
[redacted]

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her [redacted] Marketplace order for the two Brooklyn Bedding - Ultimate Dreams Crazy Quilt Pillowtop Mattresses placed on 12/28/2014.  The customer's merchandise shipped from the warehouse on 12/29/2014 and was delivered on 1/2/2015 via FedEx tracking [redacted] and [redacted]. The customer contacted us on 1/3/2015 requesting to return the merchandise because the items received were not what they were expecting. We set up the return on that date, and informed the customer that they will be issued a full refund for merchandise ordered, and that they will be responsible for the expense to send the items back.As part of our [redacted] Marketplace policy, if a customer would like to return their items, they may do so for any reason and would be responsible for returning it via their own method. This information was provided at the time the order was placed, as well as when the return was set up. The customer contacted our Customer Service team numerous times after the initial contact requesting a return label.  The customer contacted us on 1/20/2015 with return FedEx tracking numbers [redacted] and [redacted]. A full refund for the order amount, $397.20 was issued on 1/20/2015 and issued back to the original payment method. We are unable to refund customers more than what they originally paid for their order, and apologized that they could not be credited for the amount paid to send the items back.We reached out to the customer to further apologize and offered a $100.00 gift card to use towards a future purchase with us . 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 our customer experienced with her order. In an effort to rectify the situation, we have fully refunded the customer for the return of the [redacted] Sectional.We do our best to ensure that our products are listed with the correct and most up to...

date information. Regrettably, the [redacted] Sectional was incorrectly listed and priced for just the loveseat. We sincerely apologize for any inconvenience and have removed the listing from our website.We reached out to the customer to further apologize and to extend a promotional code for a future purchase as the complete sectional is unavailable. 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]. 
 
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with her order. The customer’s order for the 2 bathroom vanity lights has been cancelled and a full refund of $45.90 back to her [redacted] Account. 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 Minka Lavery - 3 Light Vanity Light, the item was listed with the incorrect price. We sincerely apologize for any inconvenience this error has caused to the customer and have updated our listing to accurately show the correct price.  In regards to the orders for the ceiling light, ceiling trims, and dining chairs we offer many items in our clearance center. The items listed in our clearance center are previously purchased and returned merchandise that we offer at a large discount. Due to the nature of our clearance center,  we have very limited stock of each product. Regrettably, we were unable to fulfill a few of these items due to inventory inaccuracies. We are working with our engineering teams to prevent similar inventory occurrences from happening in the future.In an effort to rectify the situation we have offered her a 50% discount on the Minka Lavery - 3 Light Vanity Light, provided a full refund for the cancelled clearance return items, and provided an additional discount for the damage to the clearance return chairs.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 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 since the order total was $0.00, no further refund is necessary.We sincerely apologize for any inconvenience related to this matter.Thank you, [redacted]Wayfair.com

To Whom It May Concern,We apologize for the inconvenience the customer experienced with their order. In order to rectify this issue, we have offered to send a replacement cookware set or refund the customer in full. We handle standard returns, mis-shipments, defects, and damage issues within 30...

days of delivery. In the event parts are missing or the incorrect product is shipped, we are happy to send replacement parts when available, or a full replacement item if needed. Regrettably, this situation was not properly addressed as we had not been made aware of the mis-shipment. We have no desire to mislead our customers and regret when these rare errors occur.We reached out to the customer to further apologize for the trouble and have offered to send a replacement or provide a full refund. If the customer has any additional questions, they can contact [redacted] by calling [redacted]. We hope this information is helpful in resolving this complaint. Kind Regards,Wayfair.com

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 has been cancelled and the pending charge of $3.24 has been reversed.
We sincerely apologize for any inconvenience related to this matter.
Thank you,
 
[redacted]
Wayfair.com

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with her order.  We manage millions of products on site and do our best to keep our photos up to date.  Unfortunately at the time of the customers purchase, we pictured the [redacted] Sofa with discontinued pillow fabrics . We have confirmed with the supplier that the fabrics have definitely been discontinued and are no longer manufactured. In an effort to rectify our error, we had provided the customer with alternative fabric options, which we have already fulfilled. We have also changed the photo on our website to reflect the fabric change, and the old photo has been completely removed on site. 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 her order. In an effort to rectify the situation, we fully refunded the customer $55.99 on February 29, 2016. 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. Regrettably, we were unaware the Alexis Grey Area Rug had arrived defective and as a result the defect issue was not properly addressed. We understand the customer situation and have provided a full refund.We reached out to the customer to apologize for the trouble. 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.om

To Whom It May Concern,We apologize for the inconvenience the customer experienced with their order. We have stepped outside of our return policy to agree to return the [redacted] - 5 Piece Bed Skirt and Headboard/Footboard Bracket as this is a clearance product and is not eligible for a return under Wayfair's return policy, which can be viewed here https://www.wayfair.com/v/account/help/returns_and_damage.The Customer placed their order on November 2, 2016, for the [redacted] - 5 Piece Bed Skirt and Headboard/Footboard Bracket which was delivered on November 4, 2016. That same day the customer called us due to a misunderstanding as to what is included with the product. They had expected the full bed frame, but this order was just for the bracket kit and a bed skirt. Per our return policy, clearance products are not eligible for a return. In the rare event there is a reason for our customer's dissatisfaction, 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 are willing to step even further outside of our return policy as a one-time courtesy to provide a full refund for this item. The refund will be issued to the customer in the form of Store Credit once the item is returned. The Store Credit will be available through the customer’s Wayfair account. We reached out to the customer to further apologize and offer assistance with their return. If the customer has any additional questions, they 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 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 the customer's order #[redacted]but it has shipped out with [redacted] under tracking number:[redacted].   We are making an exception and allowing the mixer to be delivered; it is out for delivery today 9/24.  The order total charged to the customer is $2.99. 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, 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

To Whom It May Concern: We sincerely apologize for the inconvenience the customer has been experiencing with his order.  In an effort to rectify the situation we have ordered a replacement Lodge Futon Frame and Mattress, which was delivered on December 29th. The customer placed an order...

 for the Lodge Futon Frame and Mattress on December 12th. The item was shipped on December 15th and it was delivered on December 19th. Regrettably, on December 20th the customer notified us that he did not receive the item. 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 receiving their order is unacceptable. We ordered a replacement item on December 20th which was shipped out on December 22nd and delivered on December 29th.  We apologize that the replacement item did not arrive in time for the customer’s holiday celebration and as a gesture of our heartfelt apology we have provided a 15% promotional code on a future order. We have reached out to further apologize for the troublesomeness experience. 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

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 $1.96 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. We hope this information is helpful in resolving the complaint. 
Thank you,
[redacted]
Wayfair.com