Wayfair

To Whom It May Concern,We apologize for the inconvenience the customer experienced with his order. In an effort to rectify the situation, we fully refunded the customer $319.99 on August 30, 2017. We are happy to order replacements parts or units, or offer a full refund for any merchandise that...

arrives damaged or defective to the customer. On August 29, 2017, the customer notified us that the [redacted] Drawer Dresser he ordered and received was damaged. Regrettably, this issue was not resolved to the customer’s satisfaction as we were unable to have the damaged item picked up immediately. The customer has since been fully refunded for the item, and was able to have the damaged dresser picked up per his own means.We reached out to the customer to further apologize for the trouble. 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,[redacted]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 the pending charge of $3.32 has been reversed. We sincerely apologize for any inconvenience related to this matter.Thank you, [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].
 I still have not received the product.  I just received a message from Revdex.com indicating the case was closed.  I am very dissatisfied with this company and would hope the case would remain open as I have not received satisfaction from Wayfair.
Regards,
[redacted]

Per consumer [redacted],  the issue has been resolved.

We apologize for the inconvenience the customer experienced with her order.  We work hard to provide accurate images and descriptions for all of our products. The set of Seascape Wood Wall Art that the customer ordered is made of reclaimed wood. This can cause the final product to vary...

dramatically from the next. The customer contacted us on March 24th to request a full refund return or a discount off the set of Seascape Wood Wall Art she received due to the variation of color in the set. Unfortunately, her concerns were not appropriately addressed and our service team was reluctant to step outside of our return policy (return shipping costs are deducted from the customers total refund).  We agree more should have been done to address the customer’s concerns and are using this example for training purposes. We reached out to the customer to further apologize and provided a discount towards a different order. If the customer has any additional questions, she may contact [redacted] at ###-###-####. We hope this information is helpful in resolving this complaint.

To [redacted]:Let me provide you with a time line of events. You may have not been aware of everything your agents have been telling me. And if you don't believe me, please look in my records, because they claim to put them. But everything from Wayfair's end has been a lie. So please read thru this because you are very quick to hear only Wayfair's side. I ordered my items the first week of April 2017.The week of April 17th, I get a call for delivery. The first option they provided is a Wednesday. Because like many others, I say I work. So they offer 5/6. I ask for a window time and I am told someone will call me back with a window time. No one ever does. Due to various reasons of more issues than help, I escalated the problem, since not one of your Wayfair agents could help.4/28 - I have an email FROM [redacted] saying that she has reached out to the freight department to request the first priority delivery on 5/6. They will get back to me shortly. She will also be out of the office all next week and someone will be happy to help if I call the number.Last week - I call the number on 5/3 trying to find a window time. The lady I spoke to (I am stupid for not getting a name) word for word told me to call the carrier and they would give me the information. I specifically asked "will I have any trouble from them getting this? She replied with "no they are aware of your situation." I call [redacted] transport, and when I told them what she said they said "we don't do that, she lied to you." Great.I call back and speak with [redacted]. Now I am furious. I tell [redacted] what I want. Demand it. First priority. After a few minutes, she tells me a window time is given 24 hours in advance. Then, changes it to say "I will get a call in the afternoon with the window time." Getting a call in the afternoon is not 24 hours before delivery. Just a heads up. [redacted] also lets me know that she will be out of the office on Friday.I receive a voice message on 5/5 saying my delivery will occur between 11am-3pm on Saturday. That is not first priority. I call back and speak to [redacted], He says that he will do everything he can to fix it. I ask him to call me within an hour and confirm this information. In 58 minutes, he calls me to tell me the above. I ask for a manager and he is the only manager. Right.In the mean time, [redacted] sends me an email and says "there is nothing we can do about this even if you call." I write her back and tell her never to reach out to me again. I am not sure how you think [redacted] agents reaching out to me is going to help the situation. But that's the Wayfair agents. Brilliant, I tell you. Brilliant. [redacted] emails me later and says he will again be there to help, but that he is out on Saturday. I've noticed a pattern. One person helps you, then they are out the next day. Is this normal in your company? You say you can help and then just disappear? You try to act like you all care and then make someone else deal with it? In response to your message below: 1) You stated window times are provided within 24 hours in advance. Why was I contacted at 2pm on Friday? That is not 24 hours in advance.2) Not ONE person told me it was based on where I was located. However, I was told about 10 times, oh it depends when the schedule is made.3) You even stated that your agents would try to get me an earlier time. At what point was one of your agents going to go out of there way to be like "look I contacted, what happened?" Instead, every single agent said no sorry, nothing we can do without an explanation.4) I still want to understand why after I talked to one person, they are conveniently out of the office the next day. Happened to the three people I spoke with.5) I want to know why YOUR agent clearly lied to me. And that's what [redacted] told me. She told me to call them and I did and that they would give me a window time. That was a lie. This is how you treat your customers?6) You were very quick to charge my card and then say that oh we did you a favor and gave me a measily 10% refund. Despite all the issues that I went thru, not ONE apology was provided. Not one.7) You say you have tried to reach out to me countless times to apologize? I see not one voice message from Wayfair. You all were quick to leave messages before and now, not one. How do I know if this is valid? I've been lied to once before. Why not do it again? I have zero desire to ever speak to any of Wayfair again. And with plenty of websites out there that actually care for the customers and would like feedback, explain to me why Wayfair will do anything to redeem their customers? You don't and instead, you encourage your representatives to have the most basic interaction with your customers. The ones that keep your company in business. You can't help and you want to keep claiming you've apologized when not one person has made a bit of effort and only reads based on what's told to them on their computer screens? Then, enjoy my money. And I will make sure reviews are written everywhere I can to warn other customers so they were not treated the way that I was.Not one apology was provided. Not one. Again, your agents lied to you. What they do best apparently at Wayfair.

To Whom It May Concern, We apologize for the inconvenience the customer experienced with his order. In an effort to rectify our error, we assisted the customer by placing a new order at the original cost of $71.99. His item was delivered by [redacted] on January 6th, 2016. We unfortunately...

encountered a pricing error with the Selina Gray Shag Area Rug, 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 similar situations 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 further apologize for the difficult experience. 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 inconvenience the customer experienced with her order. On December 3, 2016, the customer placed an order for the [redacted] Dining Table. Regrettably, we incorrectly listed the [redacted] Dining Table as a complete table, when the listing was...

set up for just the table base. We have no desire to mislead our customers and regret when these rare errors occur. In an effort to rectify our error, we have replaced the table with an alternative complete dining table. 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 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 PayPal account has been credited in the amount of $1.79. 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

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]

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. 
This is the same copy and pasted response that they sent to everyone in an e-mail. This is not acceptable by any stretch. Regardless of whether or not it was meant for us or not, it was a mistake made on their end, and they should be honoring their mistake, like most reputable companies do, or in the very least, honoring those that they promised AFTER the fact when many of us called in regarding our canceled orders. I'm absolutely disgusted with the way this company does business, and how they have seemingly no regard for those that they effected by their mistake, lack of ownership in the mistake, lying to the customer on multiple occasions. They are choosing to ignore the problem while still insulting the customers. It is not okay. The situation has absolutely not been resolved, as the order that THEY promised would be reinstated and honored has not been honored or received. 
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 fully refunded the customer $564.88 on July 11, 2017. The customer placed their order for the [redacted] - Inshore Sofa on June 7, 2017 with an estimated ship date of June 8, 2017. On July 5th we reached out to our freight carrier for a status update as the tracking showed no movement. On July 10th a dock search was initiated for the missing sofa, these take 3-5 business days to complete. We are happy to order replacements parts or units, or offer a full refund for any items that are lost in transit. We have stepped outside our normal policy to refund the customer in full for the sofa before the dock search was completed. We have reached out to the customer to further apologize for the trouble. If the customer has any additional questions, she may contact [redacted], Revdex.com liaison at ###-###-####. We hope this information is helpful in resolving this complaint. Kind Regards,[redacted]Wayfair.com

To Whom It May Concern,
This promotion code is invalid and is no longer available for use. The customer's order #[redacted]has been cancelled and the pending charge of $2.50 has been reversed.
 
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.
Thank you,
 
[redacted]
Wayfair.com

To Whom It May Concern, We unfortunately encountered a pricing error with the [redacted] Piece Counter Height Dining Set, and as a result the customer was unable to place an order for the item.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 reached out to the customer to apologize and offered a discount off a similar item or a future purchase and we have not heard back from the customer. If the customer has any additional 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 apologize for the inconvenience the customer experienced with their order.  A member of our Business Account Management Team has initiated a return for the (2) [redacted] – Virginia 30” Bar Stools and has emailed the customer the return labels on August 27th, September 1st,...

September 2nd and September 10th.   We are happy to refund the customer in full upon the return of the items however at this time the customer has opened a Credit Card Dispute for this purchase and all refunds will be provided through the dispute.  Once a Credit Card Dispute is filed we are no longer able to process any monetary transactions through our system. If the customer has any additional questions, he may contact [redacted], at [redacted] or his Business Account Manager [redacted].Kind Regards,[redacted]Wayfair.com

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with her order. The customer's order has been cancelled and her pending charge of $121.50 has been voided.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 the order for the Safavieh - Evoke Beige/Turquoise Area Rug, the item was listed with the incorrect price. We sincerely apologize for any inconvenience our error 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. 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

Everything was handled, however I feel that it should have been taken care of same day, when I spoke to the manager on duty. 
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.We unfortunately experienced a pricing discrepancy on our browsing page. We incorrectly listed the set of two [redacted] Ladder Back Side Chairs with the price of one chair only. When viewing the chairs on...

the product page or in the customers shopping cart, the price was reflected correctly for the set of two. We have no desire to mislead our customers and regret when these errors occur. We have since corrected this error on site.In an effort to rectify our error, we have ordered the customer the chairs at the $79.99. 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

According to the statement, customer service reps were giving an equivalent discount to those who called, which is exactly what I was offered. This was promised by the company's representative at the time I called, so whether the company is offering it to those who contact them at this time is irrelevant.
Regards,

To Whom It May Concern,
We sincerely apologize for the trouble the customer experienced with her order. The customer’s order has been cancelled and all charges have been refunded.
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 the order for the Mosaik Self Adhesive 10.25" x 9.13" Wall Tile, the item was listed with the incorrect price. We sincerely apologize for the inconvenience our error has 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 and provided her with a $25.00 gift card. 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,
[redacted]
Wayfair.com