Wayfair

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

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

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

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 was given a price and my order cleared and was confirmed. If this was a mistake on your part, you should take the loss and keep the customer content as your business confirmed the order and should ship it according to the sale price. The business should not be able to retract and order once it has been placed. And then you insult me by giving me other options at 25% off that anyone who goes on your site has access to those same items and the same price?!?  I'm not happy with the reply or meager attempt by your unprofessional business practices  in trying to resolve my issue. I say again, ship my item at the price of which I was sold it ($350).
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the delay the customer has experienced on their order and any inconvenience this may have caused.   We are constantly working to provide the most up to date and accurate shipping and delivery estimates as possible for our customers upon...

placing their order. The customer ordered the [redacted] Sofa and Loveseat on October 10, 2015 and we provided a shipping estimate of November 10 along with an estimate of the order arriving to the local delivery terminal and prepared for home delivery by December 2nd. The order arrived to the local delivery terminal on November 24th  and delivery was unable to take place within the expected time-frame. 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 further apologize for any confusion and the order currently being held at the local terminal for a future delivery date. As a gesture of our heartfelt apologies we have refunded the $49.99 shipping fee. 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.Best Regards,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

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. Thanks to Revdex.com for your fast action and a goog job, also thanks to Wayfair to solve the problem. Attached is a copy of the last e-mail from Wayfair with the promise they 'll mail the other 2 pieces missed  
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 his order. We stepped outside of our return policy and refunded the customer in full for the Clear Seeded 5" Glass Bell Pendant Shade. We are proud to offer our customer's a 30 day return policy. Per our...

return policy, 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. 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.Items must be in new condition and in the original packaging to qualify for a refund (please do not assemble or modify the product in any way). The few exceptions that cannot be returned include Clearance Items, Gift Certificates, Personalized Items, and Items Marked "Non-Returnable" (clearly indicated on the sale page before placing your order). 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 provide a full refund. 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 sincerely apologize for the trouble the customer experienced with her order. The customer’s order has been cancelled and has been fully refunded $43.95.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 for the Wing Décor in Brown, the item was listed with the incorrect price. We sincerely apologize for any inconvenience error and 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 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,
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

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. 
The dates they listed are false except the actual order date and the promised shipping date of 12/23.  I was promised verbal delivery on 12/29 regardless of what they wrote on the confirmation email.   I accept that they issued the refund but I want a written agreement that I will NOT be charged for return shipping.  I have no proof that the item actually shipped to their local terminal since there was no tracking number or location.   Also the promised delivery date wasn't fulfilled, both the verbal one nor their written one.   I personally believed it never shipped to the terminal.  It is not the responsibility of the consumer to fix, be charged or inconvenienced for their shipping problems.  When an item is promised on a certain date, Wayfair should honor that agreement.   I was contacted by [redacted], the customer advocacy of Wayfair, and was assured I wouldn't be charged return fees as she agreed that my complaint was justified and my experience was unacceptable.  As such, I would like a written agreement that I WILL NOT BE CHARGED FOR "RETURNED SHIPPING".
Regards,
[redacted]

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

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]

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

Revdex.com:
The refund at issue was finally processed, but not when Wayfair had originally said that it was in their earlier message.  But the matter has now been resolved. 
[redacted]

To Whom It May Concern, We sincerely apologize for the inconvenience the customer experienced with her order. The customer placed her order for Ava Hammock with Frame on August, 24 2016 . The customer contacted us on August 31, 2016 to notify us that her delivery arrived and was missing a...

part of the sectional. We promptly ordered the customer a replacement part to be shipped. Unfortunately, there was a delay with shipping the missing part. 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 have ordered a replacement to be shipped with next day shipping. If the customer has any additional questions 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 thank the customer for the feedback on their experience. We unfortunately do not offer an exchange program at this time. However, we are proud to offer a 30-day return policy in the event that a customer is not satisfied with their purchase. While we are unable to exchange the customer's shade for a different set, the customer is still welcome to return the used shade for a full refund and place a new order for the correct item. In this instance, the customer has altered the item and decided to use it instead of a return. If the customer has any additional questions or concerns, he may contact [redacted] at ###-###-####. 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 [redacted] account has been credited in the amount of $19.90. 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 inconvenience the customer experienced with her order. The customer placed her order for [redacted] on April 25, 2016. The customer contacted us on April 28 to notify us that her delivery arrived and was missing...

the crib mattress. We promptly ordered the customer a replacement mattress to be shipped. Unfortunately, this replacement mattress was lost in transit and on May 18, 2016 we ordered another replacement mattress. We sincerely apologize for the trouble caused and agree that the delay with the order is unacceptable. We reached out to further apologize and have confirmed the replacement mattress was delivered on May 20, 2016. If the customer has any additional questions she may contact [redacted] at [redacted] We hope this information is helpful in resolving the complaint.Best Regards,Wayfair.com