Wayfair

To Whom It May Concern,  We apologize for the inconvenience the customer experienced while shopping on our clearance center.  We list a small number of items at a largely discounted price in our clearance center. Many items are previously purchased and returned merchandise which...

has limited stock, as was the case with the items the customer was interested in. Unfortunately, when the consumer added the items to her cart the purchase price increased due to the clearance items being sold out. The purchase price had increased to the normal retail price of the item being sold in our regular, non- clearance, inventory. We have no desire to mislead our customers and are looking into the issue experienced. We agree the error that caused the item price to increase when she added the items to her cart is unacceptable. Our engineering team has addressed the issue to avoid a similar situation from occurring in the future. We reached out to the customer to apologize and offered a discount off the items she was interested in. If the customers have any additional questions or concerns she may contact [redacted], at ###-###-####. 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. 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 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 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 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 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]

[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 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

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]

To Whom It May Concern, We apologize for the inconvenience the customer experienced with his order. In an effort to rectify our error, we have placed a new order at a significant discount. We do our best to ensure that our products are listed with the correct and most up to date...

information. Regrettably, the Three Posts - Bismark Sectional was incorrectly listed, as a result only the sofa was paid for and delivered. We sincerely apologize for any inconvenience our error caused to the customer and we have removed the listing.  We reached out to the customer to apologize and placed a new order at a significant discount. If the customers have any additional questions or concerns 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 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]. 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. The response asserts the incorrect listing has been removed from partner websites.  [redacted] search for the product "[redacted]" that I ordered shows multiple wayfair associated partners still have the incorrect listing with incorrect photo, weight, and dimensions and no reference to the length of wire on the spool.  Wayfair seemed to think I ordered product ID "ZIPCORD-250-18W", but that wasn't my order.  Product listings for ZIPCORD-250-18W and similar have been corrected with more accurate shipping weights and removed misleading package dimensions across multiple websites since I notified them.  Multiple listings from Wayfair still have unrepresentative photos representing full spools of larger sizes.  I acknowledge their progress improving listing descriptions, but they are still misrepresenting and trying to sell the product that I ordered [redacted].Additionally, their response makes no acknowledgement of the unreasonable amount of effort (past and ongoing) to get Wayfair to understand their mistakes and fix misleading marketing and poor service.  No customer should be asked to pay return shipping when a wrong product is shipped and/or producted description was blatantly misrepresentative.  They should acknowledge their customer service violated standards and how the are resolving that problem.A refund and persistent unfair marketing is not compensation for my wasted time, my effort to help, my attempt to stop unfair service practices, or the lack of wire I ordered to connect my light display.
 
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. 
 
We attempted to cancel the customer's order #[redacted]but it has shipped out with [redacted] under tracking number:[redacted].  We are making an exception and allowing this order to be delivered.  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 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

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 apologize for the inconvenience the customer experienced with her order. In an effort to rectify the situation we have offered the customer assistance with returning the sectional for a full refund.The customer placed her order for the Della Sectional, Color: Burgundy on February 11, 2016 and informed us on March 10, 2016 that the sectional arrived in an unexpected shade of red. All of our product images are taken in a professional studio with professional lighting and in combination with the brightness setting of computer monitors items maybe a shade lighter or darker. We have no desire to mislead our customers in any way and regret when these isolated incidents occur.We are proud to offer our customer's a 30 day return policy. Per our return policy, return shipping costs are deducted from the customer's total refund. 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 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. 
I should not be forced to keep products from a company that has provided some of the worst customer service I have ever experienced in my LIFE. A thirty day time frame, especially for furniture that the buyer has to assemble themselves, is not reasonable.  There was NO WAY I could have assembled that bed in 30 days. Now, the company is trying to tell me my damage is from "wear & tear". Tell me, how can furniture that isn't usable in any way going to get damaged from "wear & tear". I didn't even take the stuff out of the packaging until April.  This people from this company lie, ignore their customers, and focus more on "winning" than ACTUAL customer service.  As I stated in my original complaint, I want a full refund.
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

I accept their response and blame Nature's Sleep, the manufacturer only, for the confusion. I'm sorry I brought Wayfair into this and really do like Wayfair and like their customer service. I only issued the Revdex.com argument so I could get a definite and for sure answer. Many of the Wayfair reps did say it was the same bed and this has cleared that up. I did not know how else to get an answer. Please forward this message to Wayfair and let them know. Thank you. And again I wish there was an easier way for me to get a higher up representative like the one who responded to this Revdex.com complaint to give me a 100% for sure answer.