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

hello. I am still waiting for my delivery. same old story. talk to multiple people and get multiple answers.
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. It is very unfortunate that Wayfair believes the only thing they did wrong was mislabel a package as shipped instead of backordered. My package was labeled shipped and I was expecting to receive it during the expected shipment dates but when I realized that my package was past the due date I reached out to Wayfair where I was told I needed to wait 48 hours so that they could try to locate the package because Wayfair had no information about where the package was. After that 48 hours, which ended up being 4 days, I was told I needed to wait an additional 48 hours so that the company could confirm that the package was lost after they already confirmed that the package was not in the freight team warehouse. The package was then confirmed lost after, not the 48 hours I was told to wait, but yet another additional 4 days of waiting. On March 4, I was given the information by an associate AND a supervisor that my package was on the shipment truck ready to ship out that day and I would receive an email within 48 hours for tracking info. I waited 4 days for the shipment tracking information and never received it so I looked online at my order and saw that now instead of "processing shipping" that my order had changed to "backordered." My question is, how does this go from 2 different employees telling the buyer that their order was ON THE TRUCK ready to ship out that day to being backordered? So then I contact Wayfair and inform the supervisor about my whole situation and this supervisor contacts the warehouse and they just so happen to find ONE more king size Fulton bed. It all just seems very suspicious. After finding the one more Fulton bed that happened to be my size I then asked the supervisor if there could be a rush on this order or at least prioritize it before others due to it being extremely late. This supervisor along with others throughout my experience above never could tell me that my order would be prioritized. They always corrected me and made sure I knew it would ONLY be suggested but that they couldn't make any promises. This seems poor on a company's reflection of how they view their customers satisfaction. Here's an analogy, if I wait in line at [redacted] on a busy Sunday morning for a latte and they make my drink wrong, I do not expect to go to the back of the line and re-order my drink and then wait behind all of the other customers. What I expect to happen is for the barista to put my drink first and correct it.At this point in time, Wayfair has finally initiated another shipment of the package. The only issue this time, is that this package is again, past the expected delivery date. This has been an unbelievably horrible experience. I am a first time customer to Wayfair and this will certainly be the last time I order from them. Wayfair can not seem to take ownership for the full situation but picks and chooses which section to apologize for. Not only have I dealt with this situation now but I am extremely upset that the second time around Wayfair still can't get it right and my package is past the due date. At this point, I am requesting a discount off of my order.
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. 
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

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

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

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 a replacement faucet on 4/26/20216. 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 April 21, 2016 the customer notified us that the 32" x 19" [redacted] he ordered and received was damaged and the faucet was leaking. We promptly ordered a replacement faucet, which was delivered on April 28, 2016. We understand the customer's situation and agree additional effort should have been taken to expedite the replacement. Regrettably, a second replacement faucet was needed due to a defect issue with the original replacement. This new replacement is estimated to be delivered May 5, 2016. We reached out to the customer to further apologize for the trouble. 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. 
That doesn't change the fact that you had a VALID promotional code with NO MINIMUM PURCHASE REQUIRED & you had NOTHING in place to ensure ONLY LARGE ORDERS from new tradesmen were able to use this code. This was an error you made and goes against your satisfaction guaranteed and Why shop with Wayfair advertisements on your website. Your order acceptance policy is buried under privacy policy and not prominent where the average shopper would locate it. 
Regards,
[redacted]

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

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 inconsistencies in addressing this issue.  We 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)."
We can no longer honor this code.  The customer's order #[redacted] has been cancelled and the pending charge of $21.90 has been reversed.
We sincerely apologize for any inconvenience related to this matter.
Thank you,
 
[redacted]

To Whom It May Concern,We sincerely apologize for any confusion and inconvenience the customer has experienced with her order. The 10 Light Angel Treetop and Sequined Floral Christmas Tree Skirt with Venetian-Style Ruffle Trim were cancelled from the customer’s order and the pending charge of...

$115.94 was reversed.When an order is placed with us using a credit card we do not charge the credit card until all items on the order have shipped. The customer placed her order on November 12, 2015 for eight items for the total cost of $428.38. On November 13, 2015 the 10 Light Angel Treetop and Sequined Floral Christmas Tree Skirt with Venetian-Style Ruffle Trim were cancelled from the customer’s order at her request. We had not settled the order total $428.38 as not all items had shipped, when the two items were cancelled from the customer’s order we settled a charge of $312.44 instead of the original total $428.38. We have no desire to mislead our customers and sincerely apologize for any confusion regarding the pending and settled charges.We have reached out to the customer to further apologize. 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

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. 
Because the person who contacted me back on Revdex.com called me a female and not a male. Pay attention and do not give random copy and paste responses. 
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 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 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.  All three order #’s[redacted] ($16.99),[redacted] ($7.50), &[redacted]($0.00) have been cancelled and all pending charges reversed.
We sincerely apologize for any inconvenience related to this matter.
Thank you,
 
[redacted]
Wayfair.com

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with his order. Though our records show the customer's item arrived and was delivered on June 7, 2017, the customer has reported that they did not receive the replacement delivery. We reached out to the customer to apologize and explain the delay with his order and we are currently working with our freight team for additional information and offer any assistance with his order. We will proceed to assist and provide any updates as soon as they become available. If the customer has any additional questions, he 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 unfortunately encountered a pricing error with the [redacted], 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 reached out to the customer to apologize and applied a discount off of a similar item since the original item is currently unavailable. If the customer has any additional questions or concerns he may contact [redacted], at [redacted] We hope this information is helpful in resolving this complaint.Kind Regards,[redacted]Wayfair.com

To Whom It My Concern, We Sincerely apologize for the inconvenience the customer is experiencing with their order.Regrettably, our delivery agent in Pennsylvania is experiencing an unusually high volume of deliveries and as a result the customer's delivery has been delayed two weeks. 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.We have contacted the customer to apologize and offered a discount for the trouble. A customer service manager will continue working with the customer to ensure the delivery of their item. If the customer has any additional questions or concerns they 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 inconvenience the customer experienced with his order. In an effort to rectify the situation, we have sent the customer a replacement Riverside Furniture - Serena Coffee Table at no additional charge and provide a discount off his order.
 
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 September 30, 2014 we ordered the customer a replacement table at no additional cost. The replacement table shipped via FedEx and can be tracked using the following link: [redacted] 
If the customer has any additional questions, he may contact [redacted], Revdex.com liaison at [redacted]. We hope this information is helpful in resolving this complaint. 
Kind Regards,
[redacted]
Wayfair.com

If you do not stand behind you employee when she writes an email to a customer and you have the right to change any order at any time then I think your policy should be rewritten. That is awful customer service! I know people was honored the promo code and received their stuff. I know your employees reordered orders that were cancelled so people would get their stuff with the promo code that was valid and placed on line by you! You all are not trying to settle anything and it will get the best of you.