Wayfair

To Whom it May ConcernWe sincerely apologize for the inconvenience and frustration the customer experienced with her order. The customer was fully refunded $728.49 on November 6, 2015.The customer placed her order for the Glory Furniture - Panel Bed in two different sizes (8 King size beds and 4...

Full size beds) and 3 different colors (Purple Grey and Sky Blue) on September 13, 2015. The customer contacted us on October 6, 2015 to notify us that she received two twin size & two full size beds instead of four full sized beds. We processed a return for the two incorrect beds and a refund of $728.49 was issued on November 6, 2015.On December 9, 2015 the customer requested to return the two full sized beds as she was having difficulty processing the return herself through our ‘My Account’ and was unable to reach her Business Account Manager. We sincerely apologize for any inconvenience the customer experienced and agree the difficulty is unacceptable.We reached out to the customer to further apologize and to offer our assistance. In addition it was discovered that regrettably, the return in October 2015 was processed in error for all four full size beds instead of just the two twin size beds as a result the customer was fully refunded $728.49 on November 6, 2015. 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 trouble the customer experienced with her order. 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 8 Drawer Dresser, the product...

description did not state that the drawers were a beveled mirror with a slight tint added. We sincerely apologize for any inconvenience this has caused to the customer and have updated our listing to accurately include all product descriptions. We have reached out to the customer to further apologize and have offered a discount to keep the item or to return for 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 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]. 
Their billing system accepted code and order - no issues whatsoever.The next day I get an email stating the coupon code was invalid (what? their system accepted it!) and that the order was being canceled.Of course you cannot purchase anything without creating an account with an email address on this site - so now they have an account with my mailing address and email address. What's the chance of getting that deleted now, huh?I have yet to receive an explanation of how a coupon code ACCEPTED BY THEIR SYSTEM can be an "invalid code"...
If it is Wayfair's practice to not honor valid promotional codes, then I do not wish to do business with them. It does not appear that this mistake made by Wayfair is going to be resolved to my satisfaction.
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.  In addition, I disagree with the response  from Wayfair and I want to make things clear.  I start requesting the parts shortly after the bed was delivered and I have been waiting for the parts ever since.  By the nice customer that I am and been sleeping on the floor, the parts never came.  I tried to cancel many of times but they talked me out of of canceling and stated that the parts will be shipped next month, the next month and every month since then, I received a email every month since then stating it is delay so and I finally just said that is enough.
Regards,
[redacted]

To Whom It May Concern:We sincerely apologize for the inconvenience the customer has been experiencing with his order. The customer placed an order for the Tyler 4-in-1 Convertible 5 Piece Crib Set with Twin/Full Size Bed Conversion Kit on February 15, 2016 on our website. Regrettably, the...

customer received an e-mail offering 10% off their first order after being referred by a friend in error as that particular promotion had already ended. We sincerely apologize for the inconvenience caused to the customer and regret that more was not done when the customer originally contacted us. We have reached out to further apologize and have applied a discount to the customer’s order. 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.Kind Regards,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 miscommunication regarding her refund for the return of the [redacted] Area Rug. At this time, the rug has been fully refunded back to the gift card code the customer originally used to purchase the item. We have applied the gift card code to her...

account and the funds are available for use on a future purchase. We reached out to the customer to further apologize and assure her the funds are available on her account. 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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. i appreciate the partial discount that I requested and received but until I receive the item, this should remain an open concern and issue  I was advised a new table was ordered while they look for my table but since their have lost it twice and another order once, I have major concerns with the operation of their delivery agent since we are now 0/3 during the last two months  
Regards,
[redacted]

To Whom It May Concern,We are sorry for the trouble the customer experienced on his order. The customer's order was cancelled on 12/16/2014 and all pending charges have been reversed.We apologize the customer was not properly notified of the cancellation and for the inconvenience we caused. If...

the customer has any questions or concerns, he may email customeradvocacy@wayfair. We hope this information is helpful in resolving this matter. Best Regards,Wayfair.com

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with his order. In an effort to rectify the situation we have offered reimbursement for a local company to mount the ledge to the mirror.The customer placed his order for the 36" Single Bathroom Vanity Set...

on April 2, 2015. The vanity set was pictured with the ledge already mounted to show the versatility of the mirror. Regrettably, the ledge does not come with pre-drilled holes and is a part of the installation process. We have no desire to mislead our customers and have updated our listing to accurately show that the ledge is pre-mounted to the mirror. We have reached out to further apologize and have offered reimbursement for a local company to install the ledge to the mirror. 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.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 fully refunded the customer $187.26 on May 19, 2016. On May 15, 2016 the customer requested to return the merchandise through our self-service ‘My...

Account’ online feature. They selected to return it via their own method, in which we process a full refund but the customer is responsible for the return shipping out of pocket.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, the defect issue was not properly addressed as we had not been notified that the print received was not how it appeared in our product listing until the after the customer had already paid return shipping costs out of pocket and returned the item.We understand the customer's situation and agree that they should not have had to paid return shipping costs for the incorrect merchandise. Unfortunately, we are unable to issue a refund for more than what the customer originally paid.We reached out to the customer to further apologize for the trouble and have provided a gift card to use towards 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

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

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with his order.  We partner with several other large online retailers, including [redacted].com.  They list our items on their website, and we provide any follow up customer service....

 Unfortunately, we incorrectly listed the part number and pricing for the Turtle Beach - Ear Force Z11 PC Gaming Headset with the product information and photo for the Turtle Beach Playstation 3 Ear Force PX4 Headset. We have no desire to mislead our customers and regret when these rare errors occur. In an effort to rectify our error, we have provided a full refund to the customer, as well as removed the problematic listing from our [redacted] Marketplace. 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

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 contacted the credit card company and the person I spoke with said to contact Wayfair not them 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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 initial inconsistency in addressing this issue.  We previously released the following statement to our Facebook 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)."
We can no longer honor this promotion.  
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 order. On January 30, 2016 the customer notified us that the Mercury Row Bedroom Set arrived missing pieces and damaged. We provided replacements in order to rectify the situation. Sadly, these replacements also arrived damaged. In an effort to rectify the situation, the customer has been provided a full refund. We have been in contact with both the customer and the carrier to arrange the pick-up of the items, which are scheduled to be picked up March 8th after 4:00PM.We have reached out to apologize for the inconvenience and trouble. 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 apologize for the inconvenience our customer experienced with her order. In an effort to rectify the situation, we have shipped the vanity without the mirror and applied a discount.Regrettably, the 72" Double Sink Bathroom Vanity Set with Mirror was unexpectedly delayed. We...

sincerely apologize for any inconvenience and have updated the out of stock status on 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’s order is unacceptable.Upon further investigation it was discovered that the mirror portion of the 72" Double Sink Bathroom Vanity Set with Mirror was out of stock. To avoid further delays, the mirror was removed from the customer’s order and a discount provided instead. We reached out to the customer to further apologize and we will continue to monitor the customer’s order to ensure a successful delivery as their order shipped on 6/21/16. 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. 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. Regards,
[redacted]