Wayfair

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. The photos of the bed were not clear enough to see the color of the bed.  The color is advertised as Gray and in reality it was a very masculine tweed of black and white.  The photo misrepresented the product.  The ship date was NOT confirmed on the first.  I was only told the item shipped once I tried to cancel but not prior which is standard procedure industry wide.  The order date was on the weekend, again I refer back to the desire for WAYFAIR to force me to take a product I tried to cancel  Had I cancelled it successfully or received my shipping refund as requested I would happily have done business with them in the future.  As it is I feel I have the right to a shipping refund based on the fact the bed is NOT what is stated in the ad nor did the picture depict it in a large enough format to determine it was NOT gray as advertised, it is black and white tweed.
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience caused to the customer. To rectify the situation, we have ordered the customer a replacement dining set.The customer placed her order on 2/5/2016 for the [redacted] 7 Piece Dining Set. Unfortunately, her item was deemed lost in transit...

by our carrier on 2/29/2016. 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.We have contacted the customer to further apologize for the delay, and the lack of updates she received in regards to the status of her order.  We have ordered the customer a replacement dining set and have offered to monitor its progress until it reaches the customer and everything is to her satisfaction.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 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 Louisa End Table (Quantity 3).The customer placed her order for...

the Louisa End Tables on 5/05/2016. At the time of purchase, we provided her with an estimated ship date of 5/05/2016. The customer contacted us on 5/25/2016 to request that her order be cancelled. Unfortunately, at that the time, the customer’s order has already shipped and once an order is shipped, we are unable to cancel it. 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.   We have reached out to the customer to further apologize for the frustration caused, and informed her we issued a full refund for the return of the Louisa End Tables. 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

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].
[1) I placed an order through an online store. I do not care what writing in its [redacted].2) In our contract – the confirmation letter, there is no such thing as “Wayfair order acceptance policy”. It does not mention at all. It is a shame to bring it up at this point.3)The first mistake Wayfar made is to cancel an established purchase order due to a so called  mistake made by themselvesThe second mistake – and theworse one: Rather than face the mistake and make it up to for its customer,  Wayfar rather choose to avoid it and violate the agreement.I just placed an order and be charged and being confirmed. I want my order be shipped. ]
Regards, [redacted]

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 $724.90 via check on January 20, 2017. 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 January 6, 2017 the customer notified us that the replacement [redacted] Storage Platform Bed she received was also defective. Regrettably, the issue was reported after one year and therefore the system was only able to process the refund to store credit. We have manually processed the refund in a check form back to the customer. We reached out to the customer to further apologize for the trouble. If the customer has any additional questions, she may contact [redacted], at [redacted]617-502-7333 or [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 [redacted] Dining Table and [redacted] Side Chair on November 20th, 2015. The customer contacted us on December 9th, 2015 to notify us that her...

delivery arrived and was missing  the hardware packs for the dining table and chairs. We promptly ordered the customer replacement hardware packs. Unfortunately, the hardware packs will not be delivered before Christmas. We sincerely apologize for the trouble caused and agree the delay with the order is unacceptable. A customer service specialist has been working with the customer to resolve the complaint. In the hopes of getting the hardware to the customer before Christmas we have ordered additional hardware packs with expedited shipping and as an alternative we have offered to reimburse the customer if the hardware could be acquired locally. We have reached out to further apologize. 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

According to Ms. [redacted]'s comments, it was a new representative who offered me the $25 refund. I was told initially that it was a new representative who offered the full refund and this was done in error, so the company would not stand by her offer. Please note that I did not willingly accept the $25 amount but noted that if they were not going to stand by their employee's word, I would take what I could get. In my experience, including 17 years in customer service and sales, it is in the company's best interest to stand by what a customer was told, regardless of an employee's errors or length of time on the job. The initial offer - in writing - was for a full refund and I think anything less is simply a reflection of poor customer service policies.
Regards,
[redacted]

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 frustration the customer experienced with their account.On June 10th, 2017 the customer notified us that a fraudulent order had been placed on their account. We promptly froze the account in our system and advised the customer to contact their...

bank to report the fraudulent charge. Our customer's security is very important to us and we are continuously increasing our security measures. I have also processed a full refund to her original payment to make sure this issue has as little of an impact on her life as possible.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

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 Living Room Collection by [redacted] Upholstery. The...

customer placed her order for the Living Room Collection by [redacted] Upholstery on November 22, 2015. At the time of purchase, we provided her with an estimated ship date of December 15, 2015. The customer contacted us on November 30 to request that her order be cancelled. Unfortunately, at that time, the customer’s order had already entered the shipping process and once an order is shipped, we are unable to cancel it. 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. Regrettably the customer was given conflicting information as to why the order could not be cancelled, which we agree is unacceptable.We have reached out to the customer to further apologize and we have stepped outside our return policy by waiving the return shipping costs to issue the customer 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. At this time, the order for the 24 inch Built-In Dishwasher was cancelled and all charges have been fully refunded.We work hard to provide accurate shipping and delivery estimates and we sincerely...

apologize this item was not only marked as shipped in error, but also turned out to be out of stock and discontinued. We reached out to the customer to further apologize for the trouble and provided her a refund on this order, as well as a partial refund on a past order for their 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.Kind Regards,[redacted]Wayfair.com

To Whom It May Concern,We are very sorry for the trouble the customer experienced on their order. This order was delivered on November 2nd, 2016. We are working with the customer to help them return it at no cost.The item was listed correctly but with an inaccurate picture. We offered the customer a full refund return which they accepted. As soon as the item has been picked up we will issue the refund to the customer. 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. The product I returned was $110 they gave my refund to the wrong person and then offered me $25 gift card for a future purchase.   I would like my product returned back to me or my store credit for the product that I returned not $25! Regards,
[redacted]

To Whom It May Concern,We apologize for the inconvenience the customer has experienced with his order. We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers. The customer's order was delivered on November 3, 2016; regrettably, he reported...

to us that his boxes arrived completely empty. We contacted [redacted] to find the lost merchandise and agree the delay with the customer's order is unacceptable. The customer's refund for his order in the amount of $367.97 was processed on November 8, 2016, and he will be able to see his credit on his original payment method three to five business days after the refund was processed.We reached out to the customer to further apologize and provided him with a 15% off promotional code to use on future order. If the customer has any additional questions he may contact [redacted], at ###-###-####. We hope this information is helpful in resolving this complaint. Kind Regards, Wayfair.com

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 their [redacted] account has been credited in the amount of $5.83. 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]Wayfair.com

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her [redacted] Marketplace order.  We have issued the customer a full refund for the Brooklyn Bedding - Ultimate Dreams Crazy Quilt Pillowtop Mattresses that were ordered. We are proud to offer our...

customer’s a 30 day return policy. Per our return policy with [redacted], the customer will be issued a full refund for the merchandise ordered, however they are responsible for the shipping costs to return the merchandise to us. We have notified the customer of this policy and informed them that we are unable to provide labels or refund the customer more than what they initially paid on the order.The full refund for the amount paid, $397.20,  has been issued back to the customer.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

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. Although the first image is the entire bed frame, for better product imagery, we do provide other pictures that show the bed skirt and the brackets. We strive to be as accurate as possible and have titled and described stating that this is just a bracket and bed skirt kit and that the bed frame is not included and must be purchased separately. This information can be seen and verified on our website using this hyperlink https://www.wayfair.com/SmartBase%25C2%25AE-Bed-Skirt-and-Headboard-Footboard-Br...⇄ service agent the customer originally spoke with mistakenly ordered the customer a replacement unit, which was both ordered and cancelled on November 4, 2016 as the customer would receive the same bracket and bed skirt kit. There was no refund associated with this cancellation as we offered to set up a return for the original product that is currently in the customer's possession.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 do ask that the customer be responsible for the return shipping cost in this case as the information provided on our website was accurate and available to the customer at the time of purchase. 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 apologize for the inconvenience the customer experienced with his order. In an effort to rectify the situation, we have ordered the missing parts and scheduled a medic to assemble the bed. 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 January 16, 2016 the customer notified us that they were missing supports to assemble their bed. Regrettably, we experienced multiple issues and delays with their part request, which we agree is unacceptable. In an effort to rectify the situation, we have confirmed with our warehouse the parts have shipped, and we have arranged to have their bed assembled by a professional. 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 sincerely apologize for the trouble the customer experienced with his order. The customer’s order has been cancelled and his pending charge of $670.53 has been voided.We do our best to ensure that our products are listed with the correct and most up to date stock...

information. Regrettably, the LifeStyle Solutions - Zurich 5 Piece Bedroom Set oversold from our clearance center and the item was cancelled from his order. We sincerely apologize for any inconvenience our error caused the customer and have updated our listing to accurately display the stock status of the item.  We have reached out to the customer to further apologize and assisted the customer in placing a new order at a discounted price. If the customer has any further questions or concerns, he may contact Laura Bauer, 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 orders #[redacted] & [redacted] have been cancelled and all pending charges have been reversed.  We attempted to cancel order # [redacted] (3 Tier Bookcase) but it shipped with [redacted] under tracking number: [redacted].  We are making an exception and allowing this order to be delivered.  
 We sincerely apologize for any inconvenience related to this matter.
Thank you,