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 internalerror 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 credited in the amount of $4.72. 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 trouble the customer experienced with her order. We have step outside of our 30 day return policy and accept a return of the [redacted]. We emailed the customer a return label and return instructions on 10/8 and again on 10/21. We are sorry the customer did not receive our original email which contained the [redacted] pre-paid label. We confirmed that her return was dropped off with [redacted] on 10/25/2014 and are processing the customer’s refund of $22.29. The customer will see her refund in the next 2-5 business days. If the customer has any additional questions she can call[redacted], Revdex.com Liaison at [redacted].Kind Regards, [redacted]Wayfair.com

Seems to be poor business practice to me.  Your customer should be number one in your minds.  I will never do business with you again.

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order. In an effort to rectify the situation, we refunded the customer the full price of the TV stand $368.99 and a $90 discount on the remaining order for the inconvenience and to cover the disposal of the...

TV stand. The customer placed his order for [redacted] Designs - TV Stand  on November 14, 2015. The customer contacted us on November 20 to notify us that the delivery arrived damaged. We promptly ordered the customer a replacement TV stand to be shipped. Due to the inconvenience we also upgraded the shipping speed on the replacement to 2nd Day at no additional charge. Regrettably, there was a delay with shipping the replacement due to the holidays, and when the new TV stand arrived it had been damaged in transit as well. We sincerely apologize for the trouble caused and agree the delay with the order as well as the damage to the items is unacceptable.We have reached out to further apologize and have provided a refund $458.99.  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 with their order. In an effort to rectify the situation, we ordered a replacement twin mattress.The customer placed her order for the Wayfair [redacted] 12" [redacted] Mattress Size Twin on May 11, 2016. Regrettably, our...

customer was sent the full size mattress instead of the twin. We promptly ordered the customer a replacement, which sadly also arrived in the full size. We sincerely apologize for the inconvenience and agree the error We reached out to the customer to further apologize for the trouble and ordered another replacement after confirming with our warehouse that the correct twin size would be shipped, which is expected to arrive to the customer today May 27, 2016 under [redacted] Tracking # [redacted]. We have also issued a return pickup for one of the two incorrect mattresses the customer received and advised the customer they are able to use the other one while they wait for the correct one to arrive. If the customer has any additional questions, she may contact [redacted], by calling [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]. 
company did not cancel everyone's order as some others, I know did get their orders reinstated and delivered to them.  Also they had said an employee handed out the code and has been fired, and now its some other story. 
Regards,
[redacted]

To Whom It May Concern, We apologize for the inconvenience the customer experienced with their 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] Upholstered Platform Bed and...

Wayfair Sleep 8" Memory Foam Mattress. The customer placed their order for the Platform Bed and Memory Foam Mattress on 7/7/2017. At the time of purchase, we provided them with an estimated same day ship date of 7/7/2017. The customer contacted us later on 7/7/2017 to request that the order be cancelled. Unfortunately, at that time, the customer's order had already been picked and packed on the truck for shipment and once an order is packed to be 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 them as a courtesy we will be issuing a full refund once the items are returned. If the customer has any further questions or concerns, they may contact [redacted], Revdex.com Liaison at [redacted] or [redacted]. We hope this information is helpful in resolving the complaint.Kind Regards,[redacted]Wayfair.com

To Whom It May Concern,
 
We sincerely apologize for the trouble the consumer experienced while shopping with us.
 
The customer's order #[redacted]has been cancelled and the pending charge of $2.99 has been reversed.  An exception has been made on Order #[redacted]for the 40"...

trampoline which has been processed at the discounted price of $11.00 and is estimated to ship out by end of business day today. (9/22/14) Additionally, we have provided a 10% promo code towards a future order.
 
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 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:  [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 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 trouble our supplier, [redacted], experienced in regard to receiving payment from Wayfair. Our finance team has been in contact with Mr. [redacted] to make sure that the referenced invoice has been paid and to resolve any additional...

discrepancies in payments. If Mr. [redacted] has any further questions or concerns, he may contact [redacted] at [redacted]. We hope this information is helpful in resolving this complaint.Kind Regards, Wayfair.com

I have reviewed the response submitted by the business and have determined that while I find the response completely unsatisfactory, the business will continue to refuse to accept any responsibility for its actions, thus it is hardly worth my time to press the matter further. The attempts by the company to absolve themselves of fault is positively laughable - especially considering the twice copy-pasted response to my complaint which vaguely addressed the issue, and even then only did so if one were drunk and reading the response upside-down. This company is a fraudulent scam, and deserves to be run into the ground over this horrific experience in "customer service". I will never shop with this business, and will aggressively warn everyone against them as well.
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 order #[redacted] has been cancelled and the pending charge of $10.26 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:  [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 while shopping on our website. We do our best to ensure that our products are listed with the correct and most up to date information. Regrettably, when the customer was looking through our website for the...

Sort and Store Toy Organizer, it was listed with the incorrect price. We sincerely apologize for any inconvenience error and 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 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 this 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 and refund the customer in full for the [redacted] - Keaton Double Barstool. 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. After reviewing the order, it seems that there may have been an error in our system, which has caused the return shipping to be more than expected. 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 his return. 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 inconvenience caused to the customer.The customer placed her order on 1/11/2015 for the [redacted] - The Fairest Gold Canvas Print, Oliver Gal, and requested to cancel the item on 1/18/2015. As per our placement and acceptance policy listed...

in our terms and conditions on site, orders may be cancelled within 48 hours of purchase if they have not already been shipped or gone into production (in the case of made-to-order items). Regrettably, our warehouse was unable to honor the cancellation request due to the item already being in shipping.A customer service manager has been working with the customer to apologize and has offered to assist the customer with a return for full refund if she does not wish to keep the item. The customer’s order was shipped on 1/23/2015 via FedEx tracking number [redacted] and was delivered to her on 1/27/2015. 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 are very sorry for the trouble the customer experienced on her order. We work hard to provide accurate shipping and delivery estimates and we sincerely apologize when an item is backordered without prior notice. The customer placed her order on May 30, 2017....

Unfortunately, we experienced an unexpected backorder on the item and pushed the shipping date from June 2 to September 15. On June 5, 2017 the customer was notified by email that her order had been backordered. We were contacted on June 9 and a Customer Serivce Manager [redacted] has worked with the customer to cancel the current order and assist the customer in finding a new item to order.We have placed a new order on June 12, 2017 for the customer for the 3 Piece [redacted] with Cushions in the Brown finish. With express shipping applied to the order, the order will arrive to the customer on or before June 16.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 apologize for the inconvenience the customer experienced with her order. In an effort to rectify the situation, we are working to deliver the [redacted] Extendable Dining Table and Chair Set as soon as possible. The customer placed her order for the [redacted] Extendable...

Dining Table and Chair Set on 10/24/2015. At the time of purchase, we provided an estimated ship date of 10/29/2015 with an estimated delivery to the local terminal of 11/23/15, where within 2 business days of receipt the local terminal determines the optimal delivery route and notified the customer of the final delivery date. The customer contacted us on 11/9/2015 to requesting cancellation as she needs the Dining Table and Chairs for Thanksgiving. Regrettably, we are unable to cancel the order as it had shipped. We understand the urgency of the customer’s timeframe and we are working to deliver the [redacted] Extendable Dining Table and Chair Set before Thanksgiving. Additionally, we have offered to step outside of our return policy by splitting the return shipping for the return of the [redacted] Extendable Dining Table and Chair Set should the delivery not take place before Thanksgiving.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 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 the [redacted] Home Furnishings - [redacted] 9 Drawer Dresser on August 14, 2015. The customer contacted us on May 18, 2016 to notify us that one of the...

pull handled on her dresser was broken. At the time we no longer carried this product on our site, we offered $50 to cover the cost of the broken handle and advised that she should contact the manufacturer directly to see if they would be able to ship out a replacement.The customer reached out to us again in January, we refunded her $75 to store credit on January 9,2017 as this was outside of our year warranty. The customer contacted us again on January 10, 2017 stating she did not want the store credit. At which time we were able to work with the manufacturer directly to have a replacement handle shipped out. The new handle shipped via [redacted] Tracking # [redacted]. Which was delivered to the customer on January 17, 2017If the customer has any additional questions she may contact [redacted] or [redacted], Revdex.com liaison's at [redacted], [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 our error, we offered to provide the customer a discount on a similar item.We unfortunately encountered a pricing error with the [redacted] - [redacted] 8 Piece Seating Group with Cushions, and as a result the customer’s order was cancelled and all pending charges reversed. We truly regret when these infrequent 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 reached out to the customer to further apologize and have offered to sell her some alternative items for the original price she paid. If the customer has any further questions or concerns, she may contact [redacted], at ###-###-####. 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 the customer experienced with her order. The customer placed her order for Belle 7 Piece Deep Seating Group with Cushion on August 2, 2016. Regrettably, part of her sectional had been lost in transit. We promptly ordered the...

missing piece with expedited shipping to resolve the complaint. We understand the customer’s situation and agree the delay with the order is unacceptable. We reached out to further apologize and to confirm that the part was delivered on August 18, 2016. 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