Wayfair

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 policy and cancelled the customer's order.The customer placed her order for the Mitchell Gold + Bob Williams - Philippe Leather...

Arm Chair in Tobacco on 11/14/2014. At the time of purchase, we provided her with an estimated ship date of 1/6/2015. The customer contacted us on 11/24/2014 to request that her order be cancelled. Unfortunately, at that the time, the customer’s order was identified as a Special Order piece, and per our policy we were unable to cancel it. The customer contacted us again on 11/30/2014 to request cancellation since the item would take too long to be delivered. We have gone outside of our policy and confirmed the cancellation directly with the warehouse to remove the mark from their Visa account.   We have reached out to the customer to further apologize for the frustration caused. 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 sincerely apologize for the inconvenience the customer experienced with her order. The customer placed her order for [redacted] - [redacted] 24" Single Bathroom Vanity Set on June 25th, 2016. The customer contacted us on July 23rd to notify us that her delivery arrived...

and the item was missing a part of the sink (the drain was missing). We originally offered the customer to purchase the drain with Wayfair. Unfortunately, we mistakenly did not offer the drain for free to begin with. We sincerely apologize for the trouble caused and agree that the customer shouldn't have to pay for the drain. A Customer Relations Manager has been working with the customer to resolve the complaint. We provided the customer with a $57 discount off the order because she purchased the drain elsewhere. 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 inconvenience caused to the customer.The customer placed their order on June 12, 2017 for the [redacted] Green Star - 10" Replacement Innerspring Full Size Futon Mattress.  The item shipped on June 15, 2017. Regrettably, the customer's order was marked as arriving at our local delivery agent on July 25th 2017. As a result the item was misplaced at our local delivery terminal. We initiated a dock search to find the merchandise, however, the search was unsuccessful and the item was deemed lost. 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.In an effort to rectify our error, on August 1st we ordered the customer a replacement Futon Mattress and provided a discount for the trouble. This order has shipped and is estimated to arrive at the local delivery agent on August 16, 2017. 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 [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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
[I was not offered a significant discount, I was offered a measly ten percent. Wayfair is a company that prides themselves in getting over, regardless of what your policy says I was never told my order was cancelled due to pricing errors. If that had been the case I would have accepted that and moved on. Your company far to frequently make this mistake and takes advantage of the customers who support your business. What happened to the customer is always right or going above and beyond to fix an on going problem  to gain customer satisfaction. Your customer service reps are poorly trained and will say anything to get the customer off the phone now I can see why. Clearly management and department heads are only concerned about making money anyway they can. It just sad that you wil;l not own up to your faults and coorect them ]
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. 
 Because of past experiences with Wayfair and all their ads on [redacted] I began to think of Wayfair as this amazing business  with so much to offer at discount prices and I am extremely disappointed with this transaction and the company.   Wayfair did not reach out to apologize to me.  They did not ship or deliver at the speed they promised.  They did not mention on their website that I would have to assemble this console.  They did not mention at the time of purchase that they use a local delivery company that only delivers M-F 9 AM - 5 PM.  The console they sent me was scratched on the top shelf and  I am stuck with a damaged purchased.  The scratch on the top of the console is a constant reminder of how horrible doing business with Wayfair was.  Most of all I am disappointed that Wayfair was not the company that I thought that they were.
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]. 
 
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. 
 
Good Afternoon,I want to thank you for helping me with this problem.  I've received two different emails from Wayfair regarding refund....one states they're refunding me part of theamount (minus the $75.00 shipping fee).  The other states I'm receiving zero credit.  I'm a bit confused.  In most instances, I would be satisfied with partial reimbursement,however, in this case, I'm requesting a full refund.  I have a copy of the the print out from what is shown to customers online.  When you enter in search "[redacted] sleeper sofas"you would expect to see sofas that convert into a bed, however, this isn't the case. It shoes the item I ordered right next to a different item "[redacted] sleeper sofa."  It's veryconfusing.  This is one of the reasons I didn't order online.  I ordered the item through a phone call to Wayfair Customer Service.  The Representative is very nice...no problem there, however, I guess she was also confused since the item I ordered appeared to be a "sleeper sofa."  I'd like to clarify what amount I'm being reimbursed.  As I stated, had I not lost money in this matter, I had already picked out another item from Wayfair with the originalRepresentative I worked with.  It is a [redacted] sleeper sofa.  I was willing to do an "exchange" and use the return money towards the other item which costs more.Thanks very much for your assistance.  Have a good day.[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 fully refunded the customer $299.99 on 7/11/2017.We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers....

Regrettably, the customer's order was misplaced at our local delivery terminal. We initiated a dock search to find the lost merchandise. Unfortunately, the customer's [redacted] Twin Bunk Bed has not been located and has been deemed as lost in transit. We sincerely apologize for the trouble caused and agree the delay with the order is unacceptable.  We reached out to the customer to further apologize and to assist them with finding an alternate item that may meet their needs. We have also provided a full refund for this order. 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

To Whom It May Concern,We sincerely apologize for the inconvenience caused to the customer.The customer placed her order on 10/01/2016 for the Hi-Line Gift Ltd. - Cardinal on Branch Statue. Unfortunately, we experienced an unexpected backorder on the item and pushed the shipping date from 10/4 to...

10/11. 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 her item and confirmed her item shipped with priority. The customer's order was shipped on 10/07/2016 and is now in the customer possession. The customer’s package may be tracked on www.[redacted].com using the following tracking number:  [redacted]. 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,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 Madison Park - Cotton Velvet Square Pillow.  The...

customer placed her order for the Madison Park - Cotton Velvet Square Pillow Set on 12/19/2014. At the time of purchase, we provided her with an estimated ship date of 12/22/2014. The customer contacted us on 12/20/2014 to request that her order be cancelled. Unfortunately, at that the time, the customer’s order was already prepared for shipping and once an order is ready to ship, 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.  The customer contacted us again on 12/22/2014 unhappy that we were unable to cancel the order, our Customer Service team arranged to have the package rerouted back to the warehouse so the customer would not be responsible for returning the item.  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], Revdex.com Liaison 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 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 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 [redacted] Queen Sleeper Sofa. We are proud to offer our customer’s a 30 day return policy for items no longer wanted....

Per our return policy, roundtrip shipping costs are deducted from the customer’s total refund. In the rare event there is an extenuating circumstance we will make an exception to our return policy. We sincerely apologize for the experience that the customer had during the attempted delivery. We agree the delivery experience is unacceptable and we have addressed this with the parties involvedWe reached out to the customer to further apologize and provided a full refunded for the [redacted] Queen Sleeper Sofa. 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 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 $3.23 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

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 appreciate the discount, but I have no idea when and if my order will arrive. 
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. The business went out of their way to fix their mistake.
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 apologize for the inconvenience the consumer has experienced on his order. We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers. Regrettably, another customer’s sectional was mistakenly delivered the consumer on...

May 6, 2016. Both our delivery agent and a highly specialized service agent promptly reached out to the consumer the same day as we had hoped to retrieve the incorrect sofa, so that we may deliver it to the correct customer and deliver the consumer his correct sofa as well. After several attempts to coordinate a pick-up of the incorrect sofa in order to issue the refund. The consumer informed us he would be out of town for an undisclosed period of time. To avoid any further inconvenience to our consumer we processed a refund and advised to donate the incorrect sofa.We reached out to the customer to further apologize and inform him of this refund. 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 stepped outside of our return policy and have fully refunded the customer for the return of the [redacted] Upholstery Winchendon Sofa. The customer...

placed his order for the [redacted] Upholstery Winchendon Sofa on 3/15/2016. At the time of purchase, we provided him with an estimated ship date of 3/30/2016. The customer tried to cancel their order on 3/16/2016. Unfortunately, the customer's order was prepared to be 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 him we issued a full refund. If the customer has any further questions or concerns, 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 sincerely apologize for the inconvenience the customer experienced while shopping on Wayfair.com and [redacted]  Due to a technical error, the incorrect price for the [redacted] Grill was listed. The error has been corrected and the price for the grill has been updated. We truly regret when errors occur and are making all efforts to avoid a similar situation from happening in the future. Additionally, per our order acceptance policy, “Errors will be corrected when discovered, and Wayfair reserves the right to revoke any stated offer and to correct any errors, inaccuracies, or omissions (including after an order has been submitted)“ [redacted]. We have provided the customer with a $50 Gift Card for use on a future purchase and would be happy to provide further assistance with the ordering process. 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]

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order. In an effort to rectify the situation, we offered to provide the customer with a gift card for a future purchase. The customer received the Inissia Espresso Maker as a gift that was purchased from...

Wayfair.com and contacted us on 12/28/15 to exchange it for a different color. While we do not have an exchange policy, we offered to set up a return and issue the refund as a store credit. Regrettably, due to an error the return refund was process back to the gift giver’s original payment method rather than store credit. We sincerely apologize for any inconvenience our error caused the customer and working with our tech engineers to prevent similar occurrences from happening in the future.We reached out to the customer to further apologize and provided a gift card to use on a future purchase. 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