Wayfair

To Whom It May Concern,We sincerely apologize for the inconvenience caused to the customer.The customer placed his order on 12/20/2015 for the [redacted] Leather Sofa. Unfortunately, a chair was sent instead of the sofa. We promptly ordered a replacement sofa, sadly, the replacement has been deemed...

lost in transit. We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers and we agree that this has been unacceptable for our customer.In an effort to resolve this situation we have ordered another replacement sofa and upgraded the delivery to Room of choice. The replacement order is estimated to ship on March 14th, 2016 via freight shipment and is estimated to arrive at our delivery agent on March 28th, 2016. From there, our delivery agent will contact the customer to schedule the final delivery date.We reached out to the customer to further apologize and will continue to oversee the order to ensure a prompt delivery. 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 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 have fully refunded the customer for the missing [redacted] Upholstered Platform Bed in Vanilla. The customer placed Order [redacted] with a Wayfair Employee on 7/7/17. According to our [redacted] tracking [redacted] this item was shipped on 7/10/17 and delivered on 7/14/17. As the customer reports they did not receive this item we began an investigation with the carrier and have issued a full refund on 7/21/17.We have reached out to the customer to further apologize for the frustration caused, and informed them that we have issued a full refund for the missing Bed. If the customer has any further questions or concerns, they may contact [redacted], Revdex.com Liaison at [redacted]We hope this information is helpful in resolving the complaint.Kind Regards,[redacted]Wayfair.com

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with his order. We do our best to ensure that our products are listed with the correct and most up to date information. Regrettably, when the customer viewed this item our our site, a technical error caused...

this item to show the wrong price on the search page. We sincerely apologize for our error and the inconvenience 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 a discount for a future order. 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

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 would like to have on record that although I accept the response, someone should take a look at the website to see why orders are being placed with no intervention from customer so this doesn't happen to someone else. 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 inconvenience the customer experienced with her order.  In an effort to resolve the issue, we have processed a full refund of $27.10 back to the customer. We manage millions of products on our website, and we work hard to ensure that...

all the necessary product information is displayed correctly. Regrettably, we had misinformation displayed on our listing, causing the [redacted] Tiles to be displayed as being sold per case. However, the items were sold and priced per one tile.  We apologize for this error and have since updated our listing to accurately show the correct quantity.A member of our specialized service team reached out to the customer to further apologize for the inconvenience. If the customer has any additional questions or concerns she may contact [redacted], Revdex.com Liaison 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.
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 $21.90 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:  [redacted]. We hope this information is helpful in resolving the complaint. 
Thank you,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my concerns relating to the refund but did not address why Wayfair did a "bait and switch" 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, This promotion code is invalid and is no longer available for use.  The customer's order #[redacted] has been cancelled and since the order total was $0.00, no further refund is necessary. 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 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.  The customer’s order #[redacted]has been cancelled and the pending charge of $1.70 has been reversed.
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 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 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.  The customer's order #[redacted] has been cancelled and the pending charge of $4.50 has been 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 caused to the customer.The customer placed their order on June 28, 2017 for the [redacted] Upholstered Entryway Bench. The order then shipped on June 30, 2017. Unfortunately, we experienced a delay in the shipment. 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 their item and offer a discount to the customer for the delay. At this time, the order has been confirmed as delivered on August 4, 2017.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,[redacted]Wayfair.com

To Whom It May Concern, We apologize for the inconvenience the customer experienced with his order. We unfortunately encountered a listing error with the [redacted] Sectional, and as a result the customer only received one loveseat portion rather than the entire sectional. 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 offered a discount off the additional pieces needed to complete the sectional or to set up a return with a full refund for the item received and to provide a discount on a similar item. 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 May Concern,We sincerely apologize for the trouble the customer experienced with her order. The customer’s order has been cancelled and her pending charge of $37.98  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 her order for the [redacted] Navy Area Rug, the item was listed with the incorrect price for that size rug. We sincerely apologize for any inconvenience our error caused to the customer and have updated our listing to accurately show the correct price.  We reached out to the customer to apologize and offered a discount off a future purchase. 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 caused to the customer.The customer placed his order on 3/6/17 for the clearance return [redacted] Sleeper Sectional. Unfortunately, we experienced an unexpected transit delay at our [redacted] facility, which caused the delivery date for...

this item to be pushed back. We expect the sectional to arrive to the local delivery agent by 4/4/17, and a convenient delivery date and four-hour delivery window will be scheduled within two business days of its arrival. 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 relations manager has been working with the customer to ensure the delivery of his item. Additionally, he has been provided with a 10% discount on the sectional and a 15% off promotional code to use a future order. Please note that our policies are in line with other retailers; whereas, we do not compensate customers for time missed from work. 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

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 offered a ten percent discount which is hardly enough to to make up for the major inconvenience you have caused. I was never told my order was cancelled due to pricing errors. The first I heard of it was a week go via email. I was originally told my order was cancelled because it was out of stock. Seems like you are trying to get over. I don't see how you are still in business.]
Regards,
[redacted]

To Whom It May Concern, We apologize for the trouble caused. This promotion code is invalid and is no longer available for use.  The customer's order #[redacted] was cancelled on 9/21/14 and the pending charge of $4.99 has been reversed. 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, Wayfair.com

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with his order. In an effort to resolve the situation we offered to provide a discount off of the item. The customer placed his order for the [redacted] - Petite Paradise 4-in-1 Elite Room In A Box 5 Piece...

Convertible Crib Set on March 20th 2017. The customer contacted us on April 4th, 2017 and let us know he received the incorrect item, a Vanity and mirror. We promptly ordered the customer a replacement Crib Set that shipped on April 6th, 2017 and delivered on April 15th, 2017. While the correct set was sent, the dresser was missing from the shipment. After research on our end, the dresser was deemed as lost in transit. A Delivery specialist reached out to our customer on April 21st, 2017 and offered a replacement but he declined the offer and let us know he would shop locally. We reached out to the customer to further apologize and provide a discount for the missing item. 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,[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 have seen tons of people get their orders that were canceled as well as getting their new orders that Wayfair chose to honor. So they get double the items. I do not think it's fair that some were honored and some weren't. If you're going to honor one,
 you should honor them all. It's not fair to those that had theirs canceled. We wanted our items just like the rest of them. I was on hold for 10 min. And then got told they company decided 10 min before to stop honoring any more calls. I think I was on hold on purpose so you didn't have to honor mine. I'm very upset and feel like if you want to make it right to just give me the items I ordered. Thanks and have a great day! 
 
 
Regards,
[redacted]

To Whom It May Concern, We apologize for the inconvenience the customer experienced with her order. We work hard to provide accurate information and sincerely apologize for an confusion . We advertised this promotional code to a specific list of product that can be found by clicking the...

promotional code's ad. We truly regret when confusion like this happens to our customers as it is infrequent. At the time of the purchase, the customer was given a discount off of their order in an attempt to help rectify any confusion with the advertisement as we are unable to honor the discount code for this particular SKU.We reached out to the customer to apologize and offered assistance on finding products eligible for the discount code. 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]Wayfair.com