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 orders #[redacted] &[redacted] have been cancelled and since both order totals were $0.00, no further refund is necessary. 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, he 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. 
I'm not certain how fast one is to jump on a deal. When the items were purchased the system(Wayfair) showed that there were 10 left after we completed our purchase. I googled Wayfair and found that there were similar complaints placed on this company. I can say one good thing about the company. I contacted the CEO he seemed to jump on my concern as soon as it was brought to his attention and apologized. However I feel as if the buck was passed when he turned things over to customer service. I emailed and left [redacted] a message and did not receive a response. I was totally ignored. That does not feel good. We were not offered anything for our troubles. A gift card a discount or something would be nice and show that the company is truly sorry for their mistake..which is what I believe is the issue now. They mistakenly put that price on the system and are trying to cover it up by lying to their customers. This is not ok.
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with her order. In an effort to rectify our error, we have provided a full refund to the customer [redacted] Transaction ID [redacted]. The customer placed his order for the Vantage Industries - Eco...

Stay Non-Slip Rug on July 19, 2016. Regrettably, we incorrectly listed the Eco Stay as being 100 plant based padding with 20 year guarantee. We have no desire to mislead our customers and have corrected our listing. We have reached out to the customer to further apologize and have provided a full refund. 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 RegardsWayfair.com

To Whom It May Concern,We apologize for the inconvenience the customer experienced with their order. We stepped outside of our return policy and refunded the customer in full for the [redacted] - 2 Light Flush Mount. 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 the customer chooses to return the item using their own method, we require a valid tracking number confirmed at our warehouse before the refund processes. We have not been able to confirm the tracking provided. We have stepped outside our policy and issued a full refund in the form of store credit.We reached out to the customer to further apologize and offer assistance with their return. 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,[redacted]Wayfair.com

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with her order. The customer's order was cancelled and all pending charges have been reversed. While it is never our intention to cancel any orders due to errors, we do reserve the right per our order acceptance policy. We have reached out to the customer to apologize for the error and have offered to place a new order for the items at a significant discount or to order alternate items at the price of her original order.  If the customer has any additional 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 inconvenience the customer experienced with his order.  The customer placed his order for on April 22, 2015. Due to an order processing issue with the customer’s billing address; we cancelled the entire order and issued a full refund back to...

the customer’s original payment method of two separate gift cards. The customer contacted us on April 23rd to notify us that his Wayfair gift card that was refunded was not working. We promptly notified our finance team of this error. Unfortunately, there was a delay with processing the refunds to the customer’s gift cards. We sincerely apologize for the trouble caused and agree the delay with the order is unacceptable. A customer service manager has been working with the customer to resolve the complaint and has assisted in placing a new order with the customer.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 inconvenience the customer experienced with his order. In an effort to resolve the situation, we have placed a new order for the [redacted] Furniture - 24" Bar Stools.The customer placed his order for the [redacted] Furniture - 24" Bar Stool on June 26,...

2016. The items listed in our clearance center are previously purchased and returned merchandise that we offer at a large discount. Unfortunately, we were unable to fulfill the customer’s order with clearance stock and as a result we cancelled the order as we are unable to provide new inventory at the clearance pricing.We have reached out to further apologize and have placed a new order for the [redacted] Furniture - 24" Bar Stools. 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

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)."
The customer's order #[redacted] has been cancelled and the pending charge of $1.89 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. 
I stand by my request that the item be made available for me to purchase at the advertised price when I originally purchased it. Staff have been respectful and courteous, which I appreciate. But I do not feel Joss & Main's desire for any customer retention in their offer to purchase the item at a "discounted" price as an apology which is still THREE TIMES HIGHER than the advertised price, when I made my original purchase.Regards,
[redacted]

To Whom It May Concern,We apologize for the inconvenience the customer experienced with this order. We stepped outside of our return policy and refunded the customer in full for the Loon Peak - Cherokee Rails. 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. 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 the return. If the customer has any additional questions, she may contact [redacted]. Revdex.com liaison 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 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 $13.99 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. 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.  In an effort to rectify the situation we ordered the two loveseats on 5/11/16, which shipped on 5/12/16 and are scheduled to be delivered 5/20/16. The customer placed his...

order for two Nash sectionals on 4/28/16. The customer notified us after his delivery on 5/9/16 that he was missing the loveseats. Regrettably, upon further investigating it was discovered that the order experienced a processing error, which excluded the two armless loveseats necessary to complete the sectionals.We have reached out to further apologize and have ordered the two loveseats at no additional cost 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.Kind Regards, Wayfair.com

To Whom It May Concern,We apologize for the trouble the customer is experiencing. We have confirmed that the customer’s account with Wayfair.com has been completely deleted from our system. Moving forward the customer will not receive any email from us and we have no record of any of their information saved. 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,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 the pending charge of $936.08 has been fully refunded to their [redacted] Account.We manage millions of products on our site and do our best to ensure that...

our inventory is listed with the correct and most up to date information. The customer placed an order for a Loft Sofa on our clearance site. Our Clearance inventory consists of previously purchased and heavily discounted items where we have limited available stock. Regrettably, when the customer placed her order for the [redacted] LOFT Sofa, our inventory of this Clearance Return item was inaccurate. We sincerely apologize for any inconvenience our error has caused to the customer and have since updated our listing to accurately show the correct inventory.  While we are unable to honor the Clearance pricing on brand new inventory, one of our highly specialized Customer Service Agents has been working with the customer on finding a similar item at a significant discount. 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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].. 
 "PLEASE HELP! I WROTE MY RESPONSE & IT WAS DELETED DUE TO SOME ERROR(?) ON THIS SITE WHEN I HIT PROCEED! THIS SITUATION IS TOO COMPLICATED TO ATTEMPT THE 'PROPER RESPONSE' THAT WAS DELETED! WHAT HAS DERIVED FROM MY 'ENTIRE' ORIGINAL COMPLAINT, WHICH BEGAN WELL OVER A MONTH AGO, CANNOT BE SIMPLIFIED OTHER THAN TO SAY; I NEED HELP! I NEED AN ATTORNEY! AND, I HAVE NO DOUBT, THIS "IS" A BIG NEWS STORY! I'M ON DISABILITY & WHAT I HAVE BEEN PUT THROUGH SO FAR IS BEYOND REPREHENSIBLE! PLEASE, HELP ME PROCEED PROPERLY; I CAN'T DO THIS ON MY OWN, ANYMORE!"
Regards,
[redacted]

To whom it may concern 
I think I should get my order honored as a courtesy discount due to your employee at wayfair [redacted] said she will grant me my order on Sunday 9/21/14 she noted my account and it's recorded so let's pull up that file of her saying she will let's pull up my account where she made a note on my account saying she will once my order was in stock and it was when I called her and now she backed pedal and said she couldn't when your company all your employees granted everyone orders not to mention these folks got their money back got there items even duplicates so you tell me who is wrong surely not the ones who got affected by this it's your company who slipped up plus the code three employees gave me three different stories even the manager.... if I had a billion dollar company I would greatly honor everyone order especially when you was promised to send out the item once it back in stock and this item was for my baby who is a month old this would been her Christmas gift and you guys would've had a customer who would've returned and tell others about your company it sad that a company will not make new customers happy... 
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 [redacted] delivery man was just here this morning and he confirmed that he did deliver 1 box (mattress) on I believe 7/10 and 1 other box on 7/14 (bed). The problem remains that I am being charged for 3 boxes. I am being charged for 2 beds and 1 mattress. Please advise.Thank you,[redacted]
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with her order. The customer placed her order on 1/29/2015 for the NCAA Welcome Home Wood Graphic Art Plaque and the Woodland Imports - Tree Wall Décor. Regrettably, when the customer placed her order...

for the Tree Wall Décor, our inventory of this item was inaccurate. We manage millions of products on our site and do our best to ensure that our inventory is listed with the correct and most up to date information. We have since updated our listing to accurately show the correct inventory.Additionally, as a Drop Ship company, many of our items ship directly from the manufacturer, as was the case here. The Wood Graphic Art Plaque was shipped on 1/30/2015 and delivered to the customer on 2/3/2015. We apologize for the inconvenience caused to the customer for not holding her item to ship with the Wall Décor that is currently backordered.  We reached out to the customer to further apologize for the trouble and provided her with a significant discount on the Graphic Art Plaque she received. 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,Wayfair.com

To Whom It May Concern, We apologize for the inconvenience the customer experienced with his order. We are currently assisting the customer with two issues they brought to our attention. An order for night stands was delivered with mismatched items. In order to rectify this we have asked the customer if they would like us to send a replacement order or would be willing to keep the tables at a discount. As of 8/28 the customer had agreed to receive a replacement, but as of 8/29 the customer has requested a return for a full refund. We have reached out for clarification.The customer had also brought to our attention an issue where the customer received a quote for a sofa and the price of the sofa was higher later in the week. We have agreed to honor the customer's quote for the [redacted] Sofa. The customer has indicated that they would like to make a purchase of several items and would like to work with a sales team. We are putting the customer in touch with a member of our sales team to assist him with creating a quote. We have been in communication with this customer and will continue to assist with his purchases and the return of the night stands. 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 inconvenience the customer experienced with her order. In an effort to resolve the situation, we have provided a full refund and a discount on a future order. We offer many items in our clearance center (previously purchased and returned...

merchandise) at a large discount. We sincerely apologize for any inconvenience this customer suffered due receiving an incorrect item. Unfortunately, we did not have any other clearance inventory in stock for this curio cabinet and our new inventory is out of stock and unable to be sold with the clearance discount. We have reached out to further apologize and have provided a full refund. We have offered alternative curio cabinets at an additional discount and provided a gift card for her troubles. 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