Wayfair

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 their PayPal account has been fully refunded in the amount of $8.00. 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 sincerely apologize for the trouble the customer experienced with their order. The customer's order has been cancelled and their pending charge of $10.00 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 their order for the [redacted] Area Rug, 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, they may contact [redacted] Carvell, 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 and the damage to her property at the time of delivery.In an effort to rectify the situation, we discounted the cost of the fridge and settled on a agreed upon dollar amount to cover any costs accrued...

to repair/replace the appliance.Instances such as these are not common when shopping with Wayfair and we take each report very seriously and use the feedback to improve our processes for a better shopping experience for our customers.We reached out to the customer to further apologize for the trouble. 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 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.  I would like to add, that I have not received our order as of yet and it is not due to arrive till mid October, so as long as it arrives as ordered I will be very happy with the resolution Wayfair has offered.  It is a shame that I had to go this route, would have been nice if it was offered right from the beginning :)
Regards,
[redacted]

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order.  The customer contacted us on 2/9/2015 to return the Dash and Albert Rugs - Woven Ocean/Cream Yacht Stripe Area Rug,  which was delivered on 12/17/2014. We notified the customer that we have...

a 30 day return policy and unfortunately this item exceeded that time frame.We understand that the customer was unable to contact us sooner to arrange to have the merchandise returned, so we have stepped outside of our standard return policy to accept the merchandise back for a credit. Per our return policy, the return shipping costs are deducted from the customer’s total refund. The customer has been sent a prepaid [redacted] return label and will be issued a credit once we receive confirmation that the merchandise has been returned.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 ###-###-####. 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 will only accept the response from the business when all parts have been received and the product is installed as expected when ordered.  I have received shipping confirmation on the replacement parts, but installation requires that the part be the correct item and that the product as a whole is installed as a result of receiving this part. I do not wish for this complaint to be closed at this time.
Regards,
[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.  First of all I contacted them on July 8th the day of the delivery and they told me to be patient.  The agent I spoke to at that time was [redacted].  After a couple of weeks of her NOT contacting me when she said she would I did call back and spoke to an unpleasant man who informed me I was unreasonable to expect wayfair to even think about dealing with this issue in less than 3 weeks.  Then I filed this complaint.  I received a phone call on 7/28 from a Ms. [redacted] who did apologize that my item would ship on 7/29 and that she would contact me on 7/29 to let me know it shipped.  Well is it 7/31 and I have heard nothing about shipping.  So again, Wayfair has not done what they said they would so and we are fast approaching a month with them knowing that they did not ship the right item and still nothing to remedy that situation.  So no I do not believe my complaint is resolved.  It will be resolved when Wayfair decides to deliver the item I paid $400. Until that time I will not be satisfied. Regards,
[redacted]

To Whom It May Concern,We apologize for the inconvenience the customer experienced with his order. In an effort to rectify the situation, we have fully refunded the customer in the amount of $154.37. 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. The customer ordered the Workbench Top Size: 2" H x 60" W x 30" D through our partner [redacted] on February 20, 2016. Regrettably, the damage issue was not properly addressed and we agree the lack of communication is unacceptable.We reached out to the customer to further apologize for the trouble and have provided a full refund of $154.37. If the customer has any additional questions 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 are very sorry for the inconvenience our customer has experienced with her Wayfair order. We strive for excellence on every aspect of our customer service and we cannot apologize enough for this poor experience. The Nantucket 72" Double Bathroom Vanity Set that was...

ordered arrived to our local delivery terminal on June 3, 2016 and the delivery was scheduled for June 10, 2016 to the customer's delivery address. Regrettably, there was a miscommunication and the customer was not notified of this delivery date until June 9, 2016; as a result, customer was not available during the first delivery attempt and the delivery was rescheduled for June 15, 2016.The customer requested to return the item due to the issues she experienced and one of our delivery specialist assisted with the return process per our returns policy. Per our 30-day return policy customers are responsible for the return shipping fees for items that are no longer wanted or needed. We understand the customer’s situation and agree we should have certainly stepped outside of our 30-day policy in this instance.We have reached out to the customer and have stepped outside our return policy by returning the vanity for 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 apologize for the inconvenience the customer experienced with her order. We stepped outside of our return policy as a onetime courtesy and issued a gift card to refund her for the cost of choosing to return the Hammary - Vincent Coffee Table using her own shipping method.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

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. my couch has not been delivered until it is the problem cannot be resolved.
Regards,
[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. 
In an email received from Wayfair (I’ve looked in to the listing further and it appears that the discrepancy was a result of the stools being discontinued but were still listed with the table as a set. We do sell the table on its own for 96.68 (the price the set was incorrectly listed for) but unfortunately the stools are no longer available. If you’re interested in other stools or another set altogether, I’d be happy to work with you on a discount. Unfortunately I’m unable to honor the 96.68 price for a set but I’m hopeful we can come to an agreement on a number that will work for you. If this is something you’d be interested in, please let me know.That was the email I received from wayfair.  He admits the set of table & four stools was incorrectly priced and yet does not feel he has to honor this price.  He says he would need to charge me that price in full for just the table & then if I see stools I want he would try & work out a discount on the stools.  This is unacceptable. 
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. 
The customer's orders #[redacted]and [redacted] have been cancelled and the pending charges of $27.88 and $78.99 have 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 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] The customer placed her order for the...

[redacted] in the [redacted] fabric on 4/30/2016. The customer contacted us on 5/8/2016 to request that her order be changed to the [redacted] fabric. Regrettably, once an order is placed we are unable to make any changes to the merchandise on the order. The customer then requested to cancel the order, but unfortunately, the sofa was already in production and we are unable to cancel custom made items. 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. As a one-time courtesy, we have waived the return shipping costs and the customer has received a full refund.We have reached out to the customer to further apologize for the frustration caused, and informed her we issued a full refund. If the customer has any further 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 are very sorry for the trouble the customer experienced on her order.  As requested by the customer on 06/26/15, her order for six cartons of [redacted] Slate Porcelain Glazed tile was fully refunded.We work hard to provide accurate shipping and delivery estimates and...

we sincerely apologize for the frustration the customer experienced with this order.  Originally this order was scheduled to ship on May 20th, but due to multiple carrier delays the order was never picked up. We reached out to the customer to further apologize for the trouble. 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.Best Regards, [redacted]Wayfair.com

To Whom It May Concern:We sincerely apologize for the inconvenience the customer has been experiencing with her order.  The customer placed her order for on September 19th, 2015. Due to a site error the order was priced and processed for only one portion of the [redacted] Daybed with Trundle,...

despite the listing stating it would be the complete item. The customer received the one box for the item on September 25th and promptly contacted us to notify us of the missing carton.  One of service representatives ordered a replacement part for the customer without knowing that the order was processed for only the one box. The manufacturer then notified us of the issue and we offered the customer a return for a full refund or a discount to keep the item as is. The customer decided that they wanted the rest of the daybed with trundle, we have since ordered the rest of the bed at no additional cost to the customer. The replacement box is currently in transit to the customer. We sincerely apologize for this issue and for the inconvenience the customer has experienced with her order. We have been in contact with the customer and are actively working on resolving this issue for her.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 apologize for the trouble the customer experienced with her order. In an effort to rectify the complaint, we have fully refunded the customer in the amount of $196.31.
Per our return policy, a customer is eligible to return their items for any reason within 30...

days. If a customer would like to return their items, we ask for them to contact us via our self-service return center or by phone, email, or chat. This allows us to provide a pre-paid return label and track the return to refund the customer promptly. Unfortunately, we were not made aware of the return and apologize for the delay. 
A member of our team reached out to the customer to further apologize for the refund delay.  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. 
Best Regards, 
[redacted]
Wayfair.com

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with her order. The customer's order for the [redacted] Extendable Dining Table was placed using the Wayfair Credit Card on January 29th 2016. Unfortunately, we are not able to resolve any issues...

regarding interest fees or deferred credit, the customer should contact the credit card company directly. [redacted] can be reached at the number 1-[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,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 scheduled for delivery on 9/10/16, but was not on...

the delivery agent's truck because the chaise was temporarily misplaced at our local delivery terminal. We've initiated a dock search to find the lost merchandise and agree the delay with the customer's order is unacceptable. We understand that the customer has requested to have the complete sectional returned for a full refund or the chaise at no cost to her. We will be happy to compensate the customer for the inconvenience this latest delay has caused, but first we would like to resolve the immediate issue with the missing chaise and see if it can be located and delivered to the customer. We reached out to the customer to further apologize for the missing merchandise and let her know what steps we are taking to resolve the problem. If the customer has any additional questions she may contact [redacted] at [redacted], or by email 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 have ordered the customer a replacement [redacted] 4 Piece Deep Seating Group with Cushion due to the original being lost in transit. It shipped on January 16th via...

freight truck and is expected to arrive to her local area for delivery between February 6th and 9th. We reached out to the customer to further apologize for the trouble and she is currently working with a member of our delivery specialist team to make sure the replacement is delivered to her satisfaction.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