Wayfair

To Whom It May Concern, We sincerely apologize for the inconvenience the customer experienced. The customer will receive a full refund through the filed credit card dispute. The customer placed his order on 8/06/2015 for the [redacted] - Avon Park Mirror. On 8/27/15 the customer’s order was mistakenly marked as delivered, when in fact it had not been. We completely agree that this error and the lack of communication is unacceptable and we are working to prevent similar occurrences from happening in the future. The customer had requested to pick the mirror up from our carrier’s terminal and we provided the address in an email on 9/11/15. Regrettably, the customer did not receive our message in time for him to pick the mirror up on 9/12/15 and informed us he no longer wanted to pick up the merchandise. The customer will receive a full refund through the filed credit card dispute. In order to help expedite the refund process, we have accepted the dispute as this notifies the customer’s credit card institution that we agree a full refund of $209.99 is due to the customer. It is now upon the bank’s discretion as to when the credit is released to the customer. A member of our Customer Advocacy team, who works closely with our CEO and VP's, has reached out to further apologize and provided the customer with a $25 Gift Card.  If the customer has any further questions or concerns, he may contact [redacted] at [redacted]. We hope this additional 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, 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

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 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 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,
This promotion code is invalid and is no longer available for use.  The customer's order has been cancelled and the pending charge of $5.98 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 sincerely apologize for the trouble the customer experienced with our site. We do our best to ensure that our products are listed with the correct and most up to date information. Regrettably, when the customer browsed our site, the search page and product page...

displayed different pricing for each set of chairs. We sincerely apologize for any inconvenience caused to the customer, and have since updated our listing to accurately show the correct price on both pages.  We have reached out to the customer to further apologize and provided a promo code towards a future order. If the customer has any further questions or concerns, she may contact [redacted], at ###-###-####. 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 we have credited her [redacted] account in the amount of $7.55.  After speaking with our customer service department, an exception has been made and order #[redacted]was processed on  9/22 in the amount of $7.55.  Both items have shipped out with [redacted] under the following tracking numbers:[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, 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

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. 
My first complaint was sent on the 24th, then again on the 26th of July. I never received a response or confirmation that a substitute order had been initiated. Once I initiated the Revdex.com complaint I did receive satisfactory resolution and expect to receive the refund any day now. 
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 [redacted] Toddler Tent Bed on September 3rd. The customer contacted us on September 16th to notify us that her delivery was damaged in...

transit. We promptly ordered the customer a replacement unit to be shipped. Unfortunately, there was a miss ship by the supplier which resulted in the customer receiving an empty box. We sincerely apologize for the trouble caused and agree the delay with the order is unacceptable. A customer service specialist has been working with the customer to resolve the complaint. We confirmed with Walmart the refund was pushed through to the customer on October 24th ID: [redacted] and ID: [redacted]. Unfortunately we are not able to refund the customer more then their order total. If the customer has any additional questions 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 with their 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 [redacted] Upholstered Platform Bed and Wayfair Sleep 8" Memory Foam Mattress. The customer placed Order [redacted] for the Platform Bed and Memory Foam Mattress on 7/7/2017. At the time of purchase, we provided them with an estimated same day ship date of 7/7/2017. The customer contacted us later on 7/7/2017 to request that the order be cancelled. Unfortunately, at that time, the customer's order had already been picked and packed on the truck for shipment and once an order is packed to be 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.Separately, the customer placed Order [redacted] with a Wayfair Employee. According to our [redacted] tracking [redacted] this item was delivered on 7/14. As the customer reports they did not receive this item we have begun an investigation with the carrier and will be issuing a replacement or full refund to the customer once the investigation is concluded.We have reached out to the customer to further apologize for the frustration caused, and informed them as a courtesy we will be issuing a full refund once the items are returned and can offer a replacement or refund for the missing Bed. If the customer has any further questions or concerns, they may contact [redacted], Revdex.com Liaison at [redacted] or [redacted]. We hope this information is helpful in resolving the complaint.Kind Regards,[redacted]Wayfair.com

I do not accept this response. wayfair points the finger at all but themselves. NO ONE HAS YET TO CONTACT ME BY PHONE OVER THIS SITUATION. THEY SAY ITS A "COMPUTER GLITCH" BUT THEY FEEL THEY ARE NOT AR FAULT AT ALL. IF YOU WASNT WHY GIVE ME $200+ FOR SOMETHING YOU SAY IS MY FAULT. EVERYDAY I WILL WRITE A COMPLAINT WITH THE Revdex.com AND WILL CALL THE MEDIA, VETERAN HOSPITAL, MILITARY POST ETC TO LET IT BE KNOWN HOW WAYFAIR MISTREAT VETERANS. AGAIN I AM NOT HAPPY. THIS IS JUST THE START OF MY CONPLAINT AND HOW FAR I WILL GO!!! YOU PUT THE MONEY ON HOLD/TAKE IT BUT WANT TO BLAME EVERYBODY ELSE. I WILL ASLO BE CONTACTING A LAWYER ABOUT THIS MATTER. I WILL NOT ALLOW THIS TO HAPPEN. EVERYBODY WILL HEAR ABOUT THIS SITUATION!!!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]. 
Regards,
[redacted]

To Whom It May Concern:We sincerely apologize for the inconvenience the customer has been experiencing with her order. In an effort to rectify the situation, we have provided a discount on the chests. The customer placed an order for two Revere 4 Drawer Chests in Jamocha Wood on March 6, 2016...

and requested cancellation 30 minutes later. Unfortunately, at that time, we were unable to cancel as the items were already in the shipping process and shipped the same day. We strive to ship our items to our customers as soon as possible and sincerely apologize for any inconvenience this may have caused the customer. We have reached out to further apologize for the troublesomeness experience and offered a discount to keep the Jamocha Wood chests. 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

When I called on Sunday morning, I was told that the code was invalid but that my order would still be honored with the discount. I had received the cancellation email, but my order did not show canceled at that time. I was told by the chat CSR [redacted] to reorder and send her the new order number and she would apply the credit. I was told by phone CSR [redacted] that she would do this for me, and she took my CC# for new order. I was assured by BOTH CSR's that the company was aware of the invalid code, but that my order WOULD be honored WITH the discount. On Monday morning, the company decided to not honor any MORE orders than they had already agreed to. My order did not show canceled yet. Later that day, it did. The CSR's said that my order would be honored with the discount. That is what needs to happen.
Regards,

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].  
The business has again provided erroneous and misleading information. All of the latest correspondence I have had with Wayfair states that delivery will not be until May 17th, at the earliest. Email attached for reference.
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. 
Regards, [redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience caused to the customer.The customer placed her order on 7/31/2016 for the [redacted] - [redacted] Small Oval Dining Table. Unfortunately, we experienced an unexpected backorder on the item and the shipping was delayed multiple times. 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.A customer service manager has been working with the customer to ensure the delivery of her item. The customer's order is ready for pick up. We are working directly with the customer and will continue to do so until they receive their table.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 apologize for the inconvenience the customer experienced with his order. The customer placed his order for [redacted] - Portofino Convertible Crib on August 10, 2015. The customer contacted us on August 18 to notify us that the delivery arrived damaged. We promptly...

ordered the customer a replacement part to be shipped. Unfortunately, there was a delay with shipping the missing part due to the manufacturer needing more information to confirm that the correct part was sent. We sincerely apologize for the trouble caused and agree the delay with the order is unacceptable. We reached out to the customer to further apologize for the trouble, and at that point the customer notified us that the replacement part never arrived, and that there were other damaged parts as well. As the customer had already ordered another crib, he opted for a full refund rather than any additional replacement parts. Sadly, due to a pending credit dispute on the charge we are unable to process a refund until the outcome of the dispute is determined. The customer has been made aware of the dispute time frame and accepted this resolution.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.  Per the customer’s request, we have processed a full refund return for both the Simmons Upholstery - Queen Sleeper Sofa and Sure-Fit - Stretch Suede Recliner T-Cushion Slipcover. Additionally, we...

have removed him from our mailing list.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 was unacceptable. We have addressed the error with our carrier and our service team.We reached out to the customer to further apologize and offer assistance with his returns. If the customer has any additional questions, he may contact [redacted], at ###-###-####. 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 his order. We have over 7 million different items on our website. We try our best to ensure that all of those items are accurately represented on our site. Unfortunately, we mis-listed the Picket...

House Furnishings - Quinn 8 Drawer Dresser. This item should have reflected that only the mirror was included. We have no desire to mislead our customers and regret when these rare errors occur. In an effort to rectify our error, we have helped the customer place an order for the correct unit. 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.Kind RegardsWayfair.com