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. 
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 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 Leick Furniture - Favorite Finds Adjustable...

Height Swivel Bar Stools as well as for the outbound expedited shipping.   The customer placed their order for the Leick Furniture- Favorite Finds Adjustable Height Swivel Bar Stools on November 25th and selected next day delivery.    At the time of purchase, we provided her with an estimated ship date of 11/26/2014 and an estimated delivery date of 11/28/2014.   Our expedited shipping does not necessarily expedite the lead time required by the warehouse to prepare an order for shipment and we apologize that this wasn't clear to the customer.   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],  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 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 part of the order has shipped out with UPS under tracking number:[redacted].  We are making an exception and allowing the crayons to be delivered; it was delivered on 9/23.  The second part of the order, the sandbox, has been cancelled and their PayPal account has been credited in the amount of $3.99. 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 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

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 his order. In an effort to rectify the situation, we have provided a full refund to the customer.Our Product Reviews are intended to be reviews of the item itself to provide additional insights for...

future shoppers. Any reviews that contain unresolved issues, such as damage or defects, are not posted as we would prefer to resolve the issue prior to a review being submitted. The customer inquired on April 22, 2016 as to why his review was not posted. Upon further investigate we discovered that the review contained an unresolved defect issue. Regrettably, the defect issue was not properly address as we had not been made aware of the outstanding issue.We reached out to further apologize and have provided a full refund as well as instructed the customer on how to resubmit his review. 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 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 are very sorry for the inconvenience our customer has experienced with his Wayfair order. The customer's item has shipped and will be delivered on August 22, 2016.We strive for excellence on every order and work to ensure that we provide the most accurate and up to date...

information regarding each of our products. On July 23, 2016 our customer ordered a Single-Wall with Horizontal Termination Vent Kit which we had listed as being able to ship out on August 12, 2016. Regrettably, we experienced an unexpected delay with the stock of the item and updated our shipping estimate to November. We understand the customer’s situation and agree the delay is unacceptable.We have reached out to the customer to further apologize for the experience and have confirmed with our warehouse that stock arrived sooner than anticipated and the customer’s order shipped on August 19, 2016 via [redacted] Tracking [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.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 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 can no longer honor this promotion. The customer's order has been cancelled; the order total was $0.00 so no refund is needed. 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.

To Whom It May Concern,We apologize for the inconvenience the customer experienced with their order. In order to rectify the situation we have issued a refund of $171.98 for the four side chairs. We do our best to ensure that our products are listed with the correct and most up to date information. The Avion Dining Table Set was set up as a kitted item on our site. This listing only included the table and two arm chairs, but it did also provided the option to select the matching side chairs at an additional cost. We can definitely see how this may have caused confusion and have removed the listing from our website.The customer did returned the remaining pieces of the set and as a gesture of our heartfelt apologies for the confusion we have fully refunded the $171.98 for the four side chairs the customer purchased to complete the set. If they have any additional questions or concerns they may contact [redacted], Revdex.com Liaison at [redacted]. We hope this information is helpful in resolving the complaint.Best Regards,Wayfair.com

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced while shopping with Wayfair. In an effort to rectify our error, we have provided the customer with the opportunity to purchase with discounted pricing.The [redacted] Living Room Collection is a customizable...

collection on our site. This includes a base price $704.50 to include only the main piece. Adding one of each of the additional pieces creates a full collection with a price of $1,577.42. We have no desire to mislead our customers and provide this information before the items are added to cart.We reached out to further apologize and have provided a coupon code to purchase the item a discounted rate. 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.Kind Regards,Wayfair.com

Better Business 
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. 
No refund yet received for the return of the couch ($799.99). The recliner slip cover was refunded to my credit card but the couch was not. 
[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 offer I received was insulting. I guess that is what Wayfair is about. Too much false advertising and I won't stand for it. The same friend that I was ordering the bed with showed me another example of the same thing that had occurred with our first order, but with a different item. She placed the item in her basket wanting the price listed but the price changed.please keep in mind that the item did not say starting at or if different size add this additional price to your order. I am at the point in which I want this to stop. Wayfair is not fair. I would like the world to know.
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with their order.  Unfortunately, we incorrectly listed the [redacted] - [redacted] as coming with a mattress. We have no desire to mislead our customers and regret when these rare errors...

occur. We have since corrected our listing to better communicate that the mattress is sold separately.In an effort to rectify our error, we have provided the customer with the $58.00 refund. 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.Best Regards,[redacted]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 their [redacted] account has been credited in the amount of $3.33. 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 inconvenience the customer experienced with her order. In an effort to rectify the situation, we fully refunded the customer $2,000 on May 20th, 2016. 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 May 19th, 2016 the customer notified us that the [redacted] and nightstands she ordered and received were damaged. Regrettably, the resolution for the damage issue was not properly addressed. In an effort to resolve this matter, we offered to place an order for the matching [redacted] Dresser and Chest at a significant discount. Unfortunately, upon placing this order we mistakenly placed it at no cost instead of the agreed upon $2,800 and the customer received an automatic email notification.  We canceled the order as we were unable to fulfill the order at no cost. We sincerely apologize for the inconvenience and confusion and have taken steps to prevent a similar occurrence from happening in the future.We reached out to the customer to further apologize for the trouble and due to our error we have replaced the order at the lowered price point of $1,500. 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 her order. In an effort to rectify our error, we offered to provide several alternative couches at the original price paid for the [redacted] Right Hand Facing Sectional. We also offered to provide a significant discount on any other sofa the customer likes.We unfortunately encountered a pricing error with [redacted] Right Hand Facing Sectional, 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)“ (http://www.wayfair.com/customerservice/general_info.php-privacy).We reached out to the customer to apologize and offered a discount off a future purchase. If the customers have any additional 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 sincerely apologize for the inconvenience the customer experienced with his order. Unfortunately, the 7 Piece Dining Set was set up in our system incorrectly and only processed 5 pieces when the order was placed. We have no desire to mislead our customers and regret...

when these rare errors occur. In an effort to rectify our error, we have sent the customer the additional (2) chairs and reached out to them apologizing and providing shipping expectations. If the customer has any additional questions or concerns he may contact Emily Thomsen, Revdex.com Liaison at [redacted]. We hope this information is helpful in resolving the complaint.Kind Regards,[redacted]