Wayfair

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.  JUST TO BE CLEAR I AM GOING TO MAKE SURE THAT THE $51.98 IS CREDITED BACK TO MY ACCOUNT FOR THE 3 PIECE NESTING SQUARE BASKET SET WITH LINERS. I WILL KEEP THE 3 PIECE HAMPER SET. I DID RECEIVE THOSE IN SATISFACTORY CONDITION, HOWEVER I WILL NOT TO BUSINESS WITH WAYFAIR EVER AGAIN. I SHOULD HAVE NOT HAD TO FILE A COMPLAINT IN THE FIRST PLACE IF EVERYONE HAD DONE THEIR JOB CORRECTLY THE FIRST TIME. I REALLY SHOULD NOT PAY FOR ANYTHING GIVEN THE TURMOIL I HAD TO GO THROUGH IN GETTING A RESPONSE FROM WAYFAIR REGARDING MY REPLACEMENT ORDER. IN THE EVENT THAT I STILL SEE THE INCORRECT CHARGES ON MY CREDIT ACCOUNT FROM WAYFAIR I WILL TAKE IMMEDIATE ACTION ONCE AGAIN REGARDLESS IF THE CASE IS RESOLVED. 
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]

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 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 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 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

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

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 for the recliner. We handle standard returns, defects, and damage issues within 30 days of delivery. During this time, we are happy to order replacement parts or units, order a furniture technician for repairs, or offer a full refund for damaged or defective items. On July 11, 2017 the customer notified us he received his recliner, however it was leaning to the side. We have ordered a furniture technical for repairs. Regrettably, the defect issue was not properly addressed. We work hard to create an effortless experience for our customers and we apologize that this wasn’t the case with this order.  In an effort to rectify our error, we have provided a full refund for the recliner to the customer. 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

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]

I don't understand why we are still going in circles. I don't check your [redacted] page and there shouldn't be a reason why your [redacted] post should be relevant to me. Your apology to the public was done via social media and it is completely unrelated to me. If I was one of your followers then I could see how you would believe that I saw your comment. Howeve, I am not a part of social media and you still did not answer my comment. Wayfair did fulfill people's orders and cancelled 2 of mine. All I've asked fr is fairness and lack of discrimination on their part.

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]. 
 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 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 orders have been cancelled and the two pending charges of $.99 have been reversed. (Order #[redacted]&[redacted]) 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, they 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

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 cannot apologize enough for the inconvenience the customer experienced with her order. The customer has returned the merchandise and has been provided a full refund of $315.80.When the customer placed her order for the Flash Furniture 29" Bar Stools, our listing...

inaccurately described them as swivel bar stools. We have no desire to mislead our customers and regret when these rare inaccuracies occur. We have updated our listing to accurately show the correct product information.We reached out to further apologize and provided the customer with a 15% promotional code. If the customer has any additional questions or concerns she may contact [redacted] at ###-###-####. 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 while shopping with us. In an effort to rectify the inconvenience, we placed an order for 6 [redacted] Stoneware Platters in Almond Cream at the price of $8.59 each.We strive to keep our prices competitive and as a...

result our prices do fluctuate on our site. Prices can also vary depending on the different options for the same product, such as color and size. It is truly never our intention to mislead our customers and we sincerely apologize for any confusion and inconvenience.We reached out to the customer to further apologize and have placed an order for the Platters. If the customer has 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 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 Kitchen Island . The customer placed her order for the...

Island  on 1/13/2016. At the time of purchase, we provided her with an estimated ship date of 1/20/2016. The customer contacted us on 1/14/2016 to request that her order be cancelled. 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 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. 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

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 has been cancelled and their PayPal account has been credited in the amount of $2.98. Additionally, we had 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]
[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]. . First of all we did not receive the sectional until January 7, 2017 not 11/30/17 because of the Christmas backup.  Secondly we were never contacted between 2/17 thru 2/24 by email to return the sectional and furthermore did not refuse a pickup, that is a complete lie.
Regards,
[redacted]

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