Wayfair

To whom it may concern,We sincerely apologize for the trouble the customer experienced with her order. In an effort to rectify the situation, we have ordered the customer two additional [redacted] Bar Stool at no additional cost to the customer.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] Bar Stools, we experienced a processing error and instead of processing the order as two sets of 2 the order was processed as two individual stools. We sincerely apologize for any inconvenience this error has caused to the customer and have updated our listing to accurately process when the product is purchased.  We have reached out to further apologize and have ordered the customer two additional bar stools at no additional cost to the customer. 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 this order has caused our customer. We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers. Customer placed her order on 5/14/2017 which was shipped out on 5/24/2017. Regrettably, the customer's order was misplaced and considered lost in transit. We initiated a dock search to find the lost merchandise and agree the delay with the customer's order is unacceptable. We attempted to process a full refund in the form of a check due to the customer stating the credit card issuing bank and account was closed. However, our finance department found the original credit card account and bank were still active and the refund had already processed to that original account. We reached out to the customer to further apologize and inform her that the full refund had processed to the original payment method. If the customer has any additional questions they may contact [redacted], at ###-###-####. 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 referenceto complaint # [redacted]. Please add your rejection comments below. How is that even a response to my complaint?  That is the same statement that I received from Wayfair via an e-mail dated September 23 when I initially tried to resolvethis issue with them on my own.  I attempted a different avenue to resolve this situation, I would have expected them to do the same. My problem still remains that THEY accepted this offer code.  THEY confirmed my order.  And finally, THEY processed my credit card. How is it that all of these steps can occur before someone realizes that there is a problem? Why should we as customers be penalized for an error in THEIR system?  I would not have allowed them access to my personal information had I known that this is the way they treat their customers and conduct their business.  As a consumer, I feel very violated that they are now in possession of my personal information INCLUDING my credit card number.  I realize that it would be illegal and unethical to do anything with this information, however I feel that it is also unethical for Wayfair to accept an order, confirm it, charge the customer, and then cancel the sale.  Therefore, I do see them as unethical.  I imagine many of their customers would love to know how they conduct their business in such an unethical way.I do not want a 10% off coupon for my inconvenience.  I would appreciate a company that honors their commitments and respects their customers.  How does a company stay in business when they are dishonest with their customers?  Do you not think people are realizing what an egregious distrust this exhibits?   Regards,[redacted]

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order. In an effort to rectify the situation, we issued a partial refund of $200.00 to the customer on December 26th, 2014. On December 23, 2014 the customer notified us that her order was left outside by our...

carrier in inclement conditions. We have addressed this situation with our carrier to ensure experiences such as this do not occur again in the future. We stand behind all of our products and are happy to help in the rare event an item arrives damaged or defective. We reached out to the customer to further apologize for the trouble. 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 apologize for the inconvenience the customer experienced with her order. We unfortunately encountered a pricing error with the Tuscany Walnut 3" x 6'' Travertine Subway Tile in Tumbled Brown, and as a result the customer’s order was cancelled and all pending charges reversed. 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)” (http://www.wayfair.com/customerservice/general_info.php-privacy).We reached out to the customer to further apologize and provided a gift card to use towards a future purchase. 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 inconvenience the customer experienced with this order.  In an effort to rectify the situation, we fully refunded the customer $71.27 on December 31, 2015.We have no desire to mislead our customers in any way and regret when these isolated...

incidents occur. Regrettably, there was an image discrepancy with the Day Runner Deco Refillable Planner, as the planner is not actually sold in blue and only comes in black. We are proud to offer our customers 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 gladly make an exception to our return policy.  We have reached out to the customer to further apologize for the frustration caused, and informed her we issued a full refund. 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 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 PayPal account has been credited in the amount of $39.95. 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 apologize for the troubles the customer experienced while shopping with us.We do our best to ensure that our products are listed with the correct and most up to date information. Regrettably, when the customer was shopping for the Lima 8" x 8" Ceramic Tile in Classic White...

and Charcoal Grey, the item was listed with the incorrect price. We truly regret when these infrequent errors occur and are making all efforts to avoid a similar situation from happening in the future.We have reached out to the customer to further apologize and have offered to provide on an alternative item. 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. We advertise a 2 for 1 special for the covers that accompany the Cape Cod 7 Piece Deep Seating Group; “with the purchase of this patio set the customer will receive 2 sets of...

cushion covers if they order a color other than Beige. All sets will come with Beige covers on the cushions.”The customer placed her order for Cape Cod 7 Piece Deep Seating Group in Beige on February 04, 2016. The customer notified us on February 19, 2016 that her seating group arrived missing the set of covers in Wheat. Regrettably, since the seating group was ordered in beige we did not have any record of the Wheat cover set. We sincerely apologize for the any confusion this special deal has caused. We have reached out to further apologize and have ordered the customer the second set of covers in Wheat fabric. 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 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 since the order total was $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, 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]
Wayfair.com

To Whom It May Concern,
 
We sincerely apologize for the trouble the consumer experienced while shopping on our website.
 
The customer's order has been cancelled and the pending charge of $4.50 has been reversed. 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 which did not meet the specific promotion qualifications were initially accepted but later cancelled in our system.   Because of the overwhelming usage of this invalid code, we are unable to honor the original order.
 
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)."
 
It is never our intention to mislead our customers and we apologize for the inconvenience this has caused.  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]

To Whom It May Concern,We apologize for the inconvenience the customer experienced with their order.  The customer’s order has been cancelled and their pending charge of $24.80 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 [redacted] Furniture - [redacted] End Table, QTY 2, the item was listed with the incorrect price. We sincerely apologize for any inconvenience this error caused to the customer and have updated our listing to accurately show the correct price.  As stated in the Order Acceptance Policy of our terms and conditions here, Wayfair reserves the right to correct errors when discovered and to revoke any stated offer and to correct any error, inaccuracy, or omission including after an order has been submitted. We truly regret when these experiences occur and are working hard to ensure an error such as this does not happen again in the future.We have reached out to the customer to further apologize, and offered a $100 discount off the product. 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 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 $1.89 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]
[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. 
They are offering the same discount they did previously,  to allow me to purchase the desk at wholesale.   I am not interested.  Until they have to incur  a cost for the continued mistake that they make,  they will continue to make the "mistake" of bad pricing.  Again, this happened over 20 times from complaints that I read,  it is not an anomaly.   I am more interested in them fixing their "mistakes".   I will never do business with Wayfair, not even with a "discount".   They need to correct their unethical business practice.  
Regards,
[redacted]

While I understand that you stopped honoring the purchases at some point on Monday morning, I contacted customer care on SUNDAY and was assured by [redacted] on chat and by [redacted] on phone that my order would in fact be honored with the discount. I was unable to replace the order at that time because it was not yet showing canceled although you had sent me an email stating it had been canceled. By the time you actually marked it as canceled, you had changed your policy. This should not apply to me because I did call and contact via chat and I was assured it would be taken care of. That is what needs to happen.
Regards,

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 heavy discounts on other rugs that are similar to the [redacted] Living - [redacted] Ivory Area Rug. We regrettably encountered a pricing error with the [redacted] Living - [redacted] Ivory Area Rug, and as a result the customer's order was cancelled and all pending charges reversed. We truly regret when these infrequent errors occur and are making all efforts to avoid a similar situation from happening in the future. As mentioned, 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)" (http://www.wayfair.com/customerservice/general_info.php-privacy).We have reached out to the customer to further apologize. If the customer has any additional questions or concerns she may contact [redacted], at ###-###-#### as he will remain the point of contact. 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]. Please add your rejection comments below. 
 Wayfair is siting a disclaimer that they think gives them the right to pull a bait and switchI want the furniture that I ordered.Thank you
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with his order.  We partner with several other large online retailers, including Rakuten.com.  They list our items on their website, and we provide any follow up customer service....

 Unfortunately, we incorrectly listed Vickerman Co. - Flocked White Spruce 6.5' Artificial Christmas Tree  as a Milliken - Signature Sea Life Light Aqua Area Rug. We have no desire to mislead our customers and regret when these rare errors occur. In an effort to rectify our error, we have provided a full refund to the customer for the rug and placed a new order with the customer for the Christmas tree she wanted at a discount. If the customer has any additional questions or concerns she may contact [email protected]. We hope this information is helpful in resolving the complaint.Regards,Wayfair.com

To Whom It May Concern,We sincerely apologize for the inconvenience caused to the customer. The customer placed his order on Monday July 27th for the [redacted] On 8/24, the customer contacted us to set up a return for several lights....

Unfortunately, due to a technical issue, the return was not processed correctly. We apologize for the inconvenience and have since fixed the issue. We reached out to the customer to further apologize and provided a pre-paid return label and a refund on the two lanterns.  If the customer has any additional questions or concerns, she may contact [redacted] 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 her order. The customer placed her order on January 16th, 2015. The customer contacted us on February 2nd, 2015 to notify us that when the delivery arrived it was missing two of the [redacted]...

[redacted] - [redacted] in Light Blue . We promptly reached out to the warehouse to confirm that the items were sent prior to ordering replacements. The supplier requested on February 4th, 2015 that the specific serial number of the item received be provided so that they could confirm the information in their system. The supplier requires this information in order to fulfill replacement requests.Our customer service team reached out to the customer numerous times in February requesting this information, but did not receive a response from the customer.  We have made an exception and ordered replacements for the missing items at this time. The replacement order was placed on March 23rd, 2015, as soon as the merchandise ships the customer will be emailed with the tracking information.  Additionally we have applied a 10% discount to the items. We are currently estimating that the replacements will be delivered on April 6, 2015. A Customer Service Specialist will be following up with the customer to ensure delivery goes smoothly. If the customer has any additional questions she may contact [redacted], Revdex.com [redacted] at ###-###-####. We hope this information is helpful in resolving the complaint.Best Regards, Wayfair.com