Wayfair

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with our website.  We strive to convey our products on site exactly how they will be received so the customer knows exactly what they are ordering. Unfortunately, this customer experienced an issue with...

two orders. The first order we shipped the wrong product in error, and the second order we shipped them the wrong color due to inaccurate information on our site. We have since updated our site to show the correct information.In an effort to rectify our error, we have provided the customer with a full refund for both orders. If the customer has any additional questions or concerns he  may contact [redacted],  at ###-###-####. We hope this information is helpful in resolving the complaint.Best Regards,[redacted]Wayfair.com

To Whom it May Concern,We apologize for any issues this customer may have experienced with his Wayfair credit card. We certainly never want our information to be confusing or misleading and are always working to improve the access and clarity to this information. The Wayfair credit card does...

offer 12 month no financing on individual orders over $500, not the total balance of the card. We have stated this information under our Terms and Conditions. However, considering the circumstances we have stepped outside of our policy as a onetime exception and are working to ensure a similar situation does not occur in the future.A member of our team has reached out to further apologize to the customer and clarify the offers for our Wayfair credit card. If the customer has any additional questions or concerns, he can reach out to [redacted]. at [redacted]. Thank you,The Wayfair Team

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 refunded the customer the $159.90 shipping charge. Regrettably, there are exceptions where we are unable to offer free shipping on some of our...

items. While the commercial does state that big items ship free, it also states ‘ships free on orders over $49 some restrictions apply’. It is never our intention to mislead our customers and in order to prevent similar occurrences in the future we have provided this feedback to our advertising team. We reached out to the customer to further apologize and as a gesture of our heartfelt apologies we have refunded the shipping charge to the customer. 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

Unfortunately the small attempt to quietly satisfy me with an apologetic email is not satisfactory. The claim on Wayfair's behalf stating that the promotion was only for big ticket items is insufficient. There was not detailed description of a use for the code, there was no set "size" for the item purchased and no base dollar amount. The order I placed with Wayfair was my FIRST order as they described, the items were large in size. Also, there were people who did contact customer service and get their orders HONORED, SHIPPED AND RECEIVED!!! In my complaint with the Revdex.com, I only included ONE order number. I actually made 4! I am attaching several photos of individuals who have posted their order confirmation, shipping confirmation and received confirmation of their orders from Wayfair. I believe that asking for Wayfair to honor ONE of my orders just as they did for these individuals is not a big request. If needed, I can provide further proof that they did honor several orders for the price that people paid with the discount code.

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. Thank you for your help in mediating this matter. I have received the remaining 2 chairs. The issue can now be closed as resolved. Hopefully, they fixed their website so that no other customer will have the same issue I had.
Regards, [redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience caused to the customer.The customer placed their order on 03/03/2017 for the [redacted] Designs - [redacted] Modern Tufted Sofa in Black. The item shipped on 3/6/2017. Unfortunately, we experienced an unexpected delivery delay on the item and...

pushed the delivery date from 3/22/2017 to 4/10/2017. 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.The delivery was completed on 4/10 and a customer service manager has been working with the customer to ensure their satisfaction and to provide a discount for the delay.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,Wayfair.com

I suppose after waiting over 5 months for an item that was a gift, that offering a measly %15 off will make a customer return.  Now I am going through the tedius process of waiting for my refund.. Order was cancelled on 5/5/2015 and would you know it, here it is 7 days later and still my money has NOT been credited to my acct. Also I have noted the item that they dont even have in stock is still being sold. I believe what happened was after they discounted it for me for all the 4 times it said it was in shipping status then put back to "backorder" status, that they just told me that it was back ordered cause they did not want to sell it to me for the discounted price. Nothing but the run around.

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].
To Revdex.com and Wayfair, 6/7/2017Wayfair representative, [redacted], did call me and agree to refund both the cost of the chair and the extended warranty, which was purchased at the same time from Wayfair – a total of $343.86, taken from my account on 4/20/2017. She said to give it four days. On 6/3/17, the price of the chair was refunded – However, I am still owed $34.99. I called [redacted]'s direct number on 6/6/17 and left a message. As I have received no reply, I cannot agree that this matter is closed.  Sincerely, [redacted]
Regards,
[redacted]

To Whom It May Concern, We apologize for the inconvenience the customer experienced with his order. In an effort to rectify this situation, we provided the customer with a courtesy discount of $240.00. The customer placed his order for the Best Quality Furniture - Upholstered Panel Bed,...

Classic Brands - Plush Mattress, and Wayfair Sleep Standard Box Spring on November 03, 2016 in the amount of $920.85. Due to address change to a state where we do not charge tax, the total was reduced to $845.79. Our billing system typically sends through an authorization to the customer's card at the time of order so the purchase is pending, and then settles the charge when all items have shipped. For this order, our system attempted to settle the charge on November 3rd and again on November 10th once the last item shipped, however the charge was unsuccessful. The system automatically attempted the charge again on November 15th, at which point the charge did go through and was posted to the customer's account. The customer provided documentation showing there are no duplicate charges from Wayfair. However, there were other purchases the customer made with other companies that contributed to the customer's account going into the negative.We reached out to the customer to further apologize for the trouble. 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,Wayfair

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with her order. The customer’s order has been cancelled and her pending charge of $31.38 has 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 her order on our Partner site the [redacted] - [redacted] was listed with the incorrect quantity. We sincerely apologize for any inconvenience our error caused to the customer and have updated our listing to accurately show the correct quantity.  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 sincerely apologize for the inconvenience the customer experienced with her order. In an effort to rectify the situation we have provided a discount and will continue to monitor the customer’s order until delivery.The customer placed an order for the Hedy Upholstered Panel...

Bed on February 10th, 2016. The customer contacted us on March 21st for an update on her order. Regrettably, we experienced an order processing delay in shipping this item. We are working to ship the customer’s order as soon as possible and agree that the delay and lack of communication with the customer's order is unacceptable. We have reached out to further apologize and will continue to monitor the customer’s order providing updates. 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 her order. In an effort to rectify our error, we are providing the customer the remaining tiles at no additional cost. We unfortunately encountered a pricing error with the [redacted] - 3" x 6" [redacted]...

[redacted] Tile in Cappuccino and as a result the customer’s order was shipped incorrectly. We truly regret when these infrequent errors occur and are making all efforts to avoid a similar situation from happening in the future. We reached out to the customer to apologize. 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,[redacted]

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 the Vanitas Platform Bed Queen size in Ivory at the price of $568.99We work hard to provide accurate shipping and delivery...

estimates and we sincerely apologize when an item is backordered without prior notice.  On 2/26/16 the customer was notified by email that her order was placed on a backorder until May. She contacted us on 3/23/16 and requested cancellation for this order. We provided a discount of a future purchase as a gesture of our heartfelt apology.While we strive to keep our pricing competitive, we do not have a pricing matching policy. Our prices may vary based on different size and color options, but will automatically adjusted on our listing based on the selected size and color prior to purchase. We sincerely apologize for any inconvenience and confusion as it is never our intention to mislead our customers.We reached out to the customer to apologize and offered to provide the Vanitas Bed in Ivory at the reduced price of $568.99. 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 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 the pending charge of $.88 has been reversed.  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 sincerely apologize for the trouble the consumer experienced while shopping with us.
 
The customer's order has been cancelled; the order total was $0.00 so no refund is needed.  Additionally, we have provided a 10% promo code towards a future...

order.
 
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 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 his order. In an effort to rectify the situation, we fully refunded the customer $645.98, $160.00 on April 9th 2016 and the remaining $485.98 on June 29th 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 March 31, 2016 the customer reported holes in the couch and we offered to have the couch fixed by a furniture repair company free of charge or provide a discount of $160 to keep it as is. On April 9, 2016 the customer accepted the refund of $160 and agreed to keep it as is. On June 29, 2016 customer reported more defects with the couch; that there are holes in the fabric and fabric is coming off a back pillow and a full refund was processed the customer's original payment method.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 his order.  We stepped outside of our return policy and refund the customer in full for the [redacted] - Beginnings Storage Cabinet/Wardrobe. 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 and offer assistance with his return. If the customer has any additional questions, he may contact [redacted] , a[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 with her order. We stepped outside of our return policy and refunded the customer in full for the [redacted] Furniture - [redacted] Storage Platform Bed.The customer placed her order for the [redacted] Furniture -...

[redacted] Storage Platform Bed on 11/17/2016. The customer contacted us on 12/8/2016 stating the item was too large to fit down her hallway at which time we explained our return policy and process. We always strive to show all of the dimensions we have on a product, so that deliveries will go without any issues. To ensure items are secure through shipment, the extra packaging will be larger than the product itself. Unfortunately, due to the size of the packaging, this particular item was unable to fit into the customer's home. We are proud to offer our customer’s a 30 day return policy. Per our return policy, round trip 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 for these issues and informed her we issued a full refund. If she has any further questions or concerns, she can reach out to [redacted]. at [redacted]We hope this information is helpful in resolving the complaint.Thank you,Wayfair.com

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with his order. The customer's order has been cancelled and his pending charge of $62.80 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 his order for the Astoria Grand - Copenhagen 26" Swivel Bar Stool with Cushion, 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, 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 trouble the customer experienced with her order. On May 6, 2016 the customer placed her ordered for the [redacted]. Due to the popularity of the item, we regrettably experienced an unexpected backorder on the headboard that...

pushed the shipping date from May 11, 2016 to May 23, 2016. 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 reached out to the customer to further apologize for the delay and as a gesture of our heartfelt apologies provided a discount. We have confirmed the headboard shipped on May 23, 2016 and was delivered on May 24, 2016 and are continuing to assist the customer with her order.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