Wayfair

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with our website.  We strive to deliver our products to our customers in a timely matter and if there are issues we try to have the most open communication possible. Unfortunately, part of this...

customer’s order was delayed and we did not provide proper updates to keep the customer informed. In an effort to rectify our error, we have provided the customer thorough delivery expectations and also provided her with a direct contact to streamline communication moving forward. Also for the inconvenience we have provided a partial refund to the customer. If the customer has any additional questions or concerns she may contact [redacted],at ###-###-####. We hope this information is helpful in resolving the complaint.Best Regards,Wayfair.com

To Whom It May Concern,We are very sorry for the trouble the customer experienced on her order. This order was returned on September 24th, 2016 and all charges have been refunded back to the card.We have a very diverse group of people that make up our customer service team. While some of them might...

be Millennials there are many others as well. We try very to hard to provide customers with the very best service and items from the home. It is very unfortunate when customers have issues with there orders and we do are best to correct them when brought to our attention. All of our service agents go through extensive training before they are put on the phones. Our Quality Assurance team reviews calls and procedures and is always looking for ways to improve. Again, we apologize for the issues the customer has experienced with her orders. It is never our intention for customers to go though so many negative experiences. 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 inconsistencies in addressing this issue.  We previously released the following statement to our [redacted] 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)."This promotion code is invalid and is no longer available for use.  The customer's order #[redacted] has been cancelled and their [redacted] account has been credited in the amount of $10.20.We sincerely apologize for any inconvenience related to this matter.Thank you, [redacted]Wayfair.com

To Whom It May Concern,We apologize for the delay the customer experienced in receiving their refund for the return of the [redacted] - 12 Light Crystal Chandelier on their order.The customer was refunded in full on 3/18 in the amount of $389.99. 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

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order. The customer placed her order for the Wayfair Sleep - Wayfair Sleep Standard Box Spring and Wayfair Sleep - Wayfair Sleep 12" Memory Foam Mattress on September 12, 2016. On September 15 the...

customer notified us that the mattress and box spring she ordered and received has some minor damage. Based on the photos the customer provided, the damage was determined to be negligible and the customer was asked to return the items before a refund will be processed. According to our records and the return tracking, she has not returned the items.We reached out to the customer to further assist with this issue and she informed us that she had donated or disposed of the items. No refund will be issued at this time unless customer can provide documentation of donation. 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

To Whom It May Concern,We apologize for the inconvenience this order has caused our customer. This order was placed Dec. 3 2016. On this date, we placed a pending charge on the customer's Wayfair Credit Card for the order amount. The original shipping estimate provided to the customer was Dec....

21 2016. The product shipped on Dec 22 2016. At this time, we settled the charge on the customer's card per Wayfair policy, which is to settle the charge when the item ships from our warehouse. The order was delivered on Jan. 20, 2017. This places delivery within 30 days of the charge being settled and any interest charges would need to be addressed with the Credit Card's Financial Institution, [redacted].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]. Please add your rejection comments below. The company keeps trying to state that the information on their website is correct.  It's not.  The nose caps don't weigh 16.1 pounds like it states.  Also when I called the company and made the complaint the customer service lady that I spoke with asked me to return them to her in 2 seperate boxes and use the shipping labels provided.  Those labels were for 33 pounds.  The nose caps might have weighed an ounce.  It was also listed on [redacted] website that the original value was $36.99 but on sale for $3.  They're on another website for $1.70.  I would've gone to that site if I wanted to buy nose caps.  Why would she state this to me if she thought I was to get nailers  as well.  She said the nose caps weren't even in their computer or on their website.  They're just on [redacted]'s and ebay.  This company is a joke, just my opinion.  
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. 
I couldn't find where to add supporting documentation to resolve, so I talked with the chat person on your site and she said to just email it here.
In response to them not allowing me to complete my order as requested, I have found blog posts where people are calling in and having their orders processed as promised, for example, here is one:
http://www.midgetmomma.com/2014/09/21/wayfair-50-50-purchase-deal-yes-will-get-o...⇄ /> Why are they honoring some but not all?
___________________
[redacted] | Freelancer
[redacted].com
http://www.[redacted].com
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 refunded the customer in full for the Benchcraft Loveseat in Crimson.We are proud to offer our customer’s a 30 day return policy. Per our return...

policy, roundtrip shipping costs are deducted from the customer’s total refund.  In the rare event there is an issue with the fulfillment of a customer’s order caused by delays in transit, we will make an exception to our return policy. We sincerely apologize for any inconvenience and agree the delays in transit are unacceptable. 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 are very sorry for the inconvenience the customer experienced with her order. In an effort to rectify the situation, we have offered to step outside of our return policy and accept a return of the [redacted]. We reached out...

to the customer on 10/7 via email to further apologize for the frustration and we provided a[redacted] return label. As soon as the item is returned back to us, we will be refunding the customer $22.29, which is the amount of the item minus the return shipping cost.If the customer has any additional questions she can call [redacted], Revdex.com Liaison at [redacted].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. 
As I do appreciate Wayfair getting back to me in a timely fashion about this matter I do not feel their solution to the problem is an acceptable one.  They clearly have more of these items in stock but they are simply refusing to ship one to me at the price agreed.  Very unprofessional and I'd like the Revdex.com to note how unprofessional this company is and how the take care of their customers.
Regards,
[redacted]

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] Chaise Lounge in January and when she received her delivery she reported that she received the incorrect color. We issued a replacement that...

was delivered in the same color. After speaking with the manufacturer we realized that we incorrectly listed the lounge as white, but the color is actually a beige. 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 and requested a pickup of the lounge at no additional cost. We have also provided a gift card for the inconvenience our customer has suffered. 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 RegardsWayfair.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 Three Posts - [redacted] Sofa. The customer placed...

her order for the Three Posts - [redacted] Sofa on 2/17/2017. At the time of purchase, we provided her with an estimated ship date of 3/14/2017. The customer contacted us on 2/17/2017 to request that her order be cancelled. Unfortunately, at that time, the customer's order was already in production and once an order has begun production, 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 her we issued a full refund for the return shipping. 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 inconsistencies 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)."
This promotion code is invalid and is no longer available for use. The customer's order #[redacted]has been cancelled and since the order total was $0.00, no further refund is necessary.
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.  We stepped outside of our return policy and refund the customer in full for the [redacted] Cream Area Rug. We are proud to offer our customers 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. 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 her return. 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

To Whom It May Concern,We apologize for the inconvenience the customer experienced with his order.  We stepped outside of our return policy and refund the customer in full for the [redacted] Furniture - [redacted] 2-Drawer Lateral File. We are proud to offer our customer’s a 30 day return...

policy. Per our return policy, roundtrip 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 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. In an effort to rectify the situation we have stepped outside our return policy as a one-time exception by issuing a refund of the return shipping costs. 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 her order. In an effort to rectify the situation, we ordered replacement legs and discounted the order $200.00. We handle standard returns, defects and missing item 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 February 6, 2015 the customer notified us that the Hokku Designs - Dela Sofa and Loveseat Set was missing the legs. We promptly ordered her the replacement legs and are working directly with the manufacturer to get these shipped out to the customer as soon as possible. We apologize for the trouble and have applied an additional discount of $100.00 for the continued order issues. If the customer has any additional questions, she may contact [redacted], at [redacted]. Thank you for your attention to this matter. Kind Regards,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. 
[If you are rejecting the business's response please enter your rejection comments here.]apparently, this is not a new complaint for Wayfair. I have seen other complaints that Wayfair issues quotes and does not uphold to the quotes on wayfairs part and they claim it was a pricing error. Wayfair needs to do a better job of price checking before listing items, if they have no intentions of keeping a quote that they issue because they claim it was incorrectly priced. I would have never wasted my money ordering 1 carton of this flooring, to see if we liked it before ordering a large quantity, had I known that Wayfair was not going to uphold to their quote, that I was told would be good for 30 days.  Wayfair is a large company and they should be responsible for doing a better job. I understand, errors get made, but being the large company that Wayfair is, they should not continuously make the consumer suffer. And, as I said in my original complaint, had I not called Wayfair with a question, I would have never found out any of this information about cancelling my quote. They did not call, email or try to contact me in any way. And the lady said in her response that they took a loss on the carton they sent to me, and had to decide if they were going to send it. Why didn't they contact me then, and tell me there was a big price change or error on the tile I ordered, they should have seen there was a quote on the flooring in place. I may have declined the 1 carton and asked for a refund prior to shipping because of the price difference. Communication is the key and Wayfair needs to do a much better job at communicating and not secretly doing things without the consumer being aware of it. 
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]. 
 I contacted my bank once again today to review this matter. -On December 6, 2016, the charge in the amount of $1,089.90 was posted to my charge card.   I did not receive the items as has been indicated when I placed the order, so I filed a dispute. -December 13, 2016 The charge card company applied a "conditional credit for dispute" on my statement and took the funds back from the merchant's bank. -March 16, 2017 the credit was reversed and charged back to me and the merchant bank was given the funds. The merchant was then responsible for completing paperwork with their bank to retrieve the funds. My card company says that to date the merchant has not taken the funds. I made payment in full with my March statement payment.  My bank is telling me is a very common business practiceThe merchant has not completed the necessary paperwork which my bank is telling me is a very common business practice  -Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with her order. On December 26, 2015 the customer placed their ordered for two file cabinets to be delivered to an address in Hawaii. Due to the shipping address being in Hawaii, the shipping charges totaled...

to $620.99.We provide our customers the opportunity to review their purchase throughout the entire checkout process prior to submitting their order. This includes the items ordered and all charges; item(s) total, tax, and shipping charges. We also send an order confirmation email shortly after the order is submitted for our customers to review.On December 30, 2015 we sent the customer an email with tracking information to inform her that the items had shipped. On January 10, 2016 our customer chatted into our service team requesting to cancel the order. Unfortunately, at that the time, the customer’s order has already 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 with in our 30 day return policy and would be responsible for return shipping costs.Due to a credit card dispute the customer filed with her credit card company the shipping charges of $620.99 were not paid to us. On April 12, 2016 a formal Request for Payment letter was sent to the customer through the United States Postal Service to the customer’s billing address on file to request payment. Unfortunately, as the customer did not pay within the allotted time, we sent the order to a collection agency. The outstanding balance will need to be paid through the agency directly.  We have reached out to the customer to inform her of our policies and clarify on 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.Kind Regards,Wayfair.com