Wayfair

To Whom It May Concern, The customer ordered the [redacted] Upholstery sofa on March 19th 2015 in the amount of $409.16. The customer paid for the sofa using $192.71 in Store Credit and the remaining $216.45 balance with her credit card. On 4/20/2015, we received a Credit Card dispute from the customer’s bank. We processed a return on 5/5/2015 and issued a full refund to the customer. The customer has received a refund of $192.71 in store credit. Additionally, we have accepted the credit card dispute as this notifies the customer’s bank that we agree a full refund of $216.45 is due to the customer. It is now upon the bank’s discretion as to when the credit is released to the customer.Unfortunately, closing the dispute will not speed up the refund to the customer’s credit card as the funds in question are taken from us and held by the bank pending the outcome of the dispute. If the customer closes the dispute in our favor we will not receive the official notification that we won the dispute and the funds in question returned to us for a minimum of 60 days.If the customer has any further questions or concerns, she may contact [redacted] at ###-###-####. We hope this additional information is helpful in resolving the complaint.Kind Regards, Wayfair.com

Revdex.com:
I have reviewed the response submitted by the business.  It is inaccurate and does not reflect the actual efforts to resolve this case.  For the record, regarding complaint #[redacted]:1. I initially called customer service and the woman insinuated I was a liar.2. Case opened with Revdex.com3. Initial email from "[redacted]" at Wayfair's customer service -- sorry for the confusion, but but that's our price. 4. I emailed [redacted] back and provided a screen print of the item and price before it placed in the electronic shopping cart. (I also have screen print of the significant price increase once it was in the cart.)5.  [redacted] replied that the item is "on sale" and here is a 15% promotional code.6.  Since Wayfair is honoring the price, the item was purchased.This complaint is resolved. 
Regards,
[redacted]

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order.  We stepped outside of our return policy to issue a full refund to the customer for the [redacted] New York - All in Good Taste 8.75" Pretty Pantry Utensils Coupe Accent Plate. We are proud...

to offer our customer's a 30 day return policy. Per our return policy, 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 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 his 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 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. Regrettably, part of the customer's order was deemed lost in transit on June 19, 2017 and...

as a result a replacement unit was ordered. We had agreed to discuss compensation due to the experience we provided, and we do agree that our lack of follow up regarding that compensation is unacceptable. The customer's items have both been delivered and we have applied a discount to the order in an attempt to rectify the situation.We reached out to the customer to further apologize and to discuss compensation for this experience. 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, [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 their PayPal account has been credited in the amount of $4.99.
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. 
[I am rejecting this response because it is an unfair resolution. When a mistake is made someone has to be held accountable and should hold up to their end. When my patients are unhappy about a matter at hand, I do everything within my power to satisfy them. I also practice fair and equal treatment. This is obviously something that Wayfair isn't accustomed to considering there were individuals who orders weren't cancelled.]
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].
 I can only reiterate, yet again, How can Wayfair 'Look Into' the Situation(s) "WITHOUT PICKING UP THE DEFECTIVE ITEM(S) THEY CHOSE NOT TO PICK UP???" I was told, by [redacted], "THE ONE SUPPOSEDLY LOOKING INTO/HANDLING THE LATEST DEFECTIVE CHAIR???" As Stated Within This Latest, SO-CALLED ATTEMPT(?) TO RESOLVE THE SITUATION; What Do They Do When They Are NOT TRYING TO RESOLVE THE ISSUE(S)??? AGAIN, [redacted] HAS TOLD ME ON AT LEAST 5 OCCASIONS, THAT THE RECLINER WOULD BE PICKED UP WITH 3-5 BUSINESS DAYS; "5" TIMES!!! "THAT'S HOW MY CASE HAS BEEN HANDLED BY HER!!!" Yet Again, I CANNOT Answer To Every "WORD" spoken, on the phone or in over 300 email from/to Wayfair, since my 1ST DEFECTIVE ITEM RECEIVED; MY VERY 1ST ITEM PURCHASED!!! If we, the Complainant(s), have to Resolve Every Detail here with the Revdex.com, We Wouldn't Need The Revdex.com!!! As Long As I Draw Breath, I Will NOT Let It Go; MY INTEGRITY IS ON THE LINE!!! "WAYFAIR OBVIOUSLY DOESN'T HAVE ANY!!!""I'M STILL SICK & IN PAIN THAT DERIVED FROM HAVING "NO CHOICE" BUT TO USE THE DEFECTIVE CHAIR (ONLY A COUPLE DAYS; HAD I KNOW, I NEVER WOULD HAVE PURCHASED THE CHAIR IN THE 1ST PLACE!!!" WHAT MORE DO I HAVE TO PROVE HERE??? WELL, I HAVE A FEW PICTURES NOW, BUT WHAT WILL THAT PROVE, OTHER THAN I DON'T/DIDN'T HAVE ANY ROOM IN MY APARTMENT FOR AN EMPTY CHAIR BOX, LET ALONE, DEFECTIVE CHAIRS!!!"
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 Amazon.com.  They list our items on their website, and we provide any follow up customer service....

 Unfortunately, we incorrectly listed the [redacted] by [redacted] - Leight Single Use Max Bell Earplugs as coming in the incorrect quantity. 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. If the customer has any additional questions or concerns he may contact [redacted], Revdex.com Liaison at [redacted]. We hope this information is helpful in resolving the complaint.Best Regards,[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 inconvenience the customer experienced with their order. We have reached out to the customer and offered to send them a full replacement. We handle standard returns, defects, and damage issues within 30 days of delivery. During this time, we are...

happy to order replacements parts or units, or offer a full refund for damaged or defective items. On September 27th, 2016 the customer notified us that the August Grove - Paloma 5 Piece Dining Set they ordered and received was defective. We tried to resolve the issue with parts. As that has been unsuccessful we want to offer a full replacement to the customer. We reached out to the customer to further apologize for the trouble. If the customer has any additional questions, they 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 trouble the customer has experienced with their replacement order for the [redacted] End Table. The delivery was delayed by [redacted] due to a Winter Storm in the area impacting delivery abilities and causing a delay to all incoming shipments. At this time - The order has been confirmed as delivered on March 17th with [redacted] tracking number [redacted]. We have reached out to the customer to further apologize. 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

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 already filed a fraud complaint with my bank, they have refunded my purchase price, and I purchased a bed locally. Also the response from Wayfair is unacceptable and proof of their ongoing incompetence as they mention a ship date and then an anticipated arrival date of a month earlier than the ship date!
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] - [redacted] on October 29, 2014. The customer contacted us on November 7th to notify us that their delivery arrived...

and was missing the hardware for the bar. We promptly ordered the customer a replacement part to be shipped. The replacement parts shipped out on November 18th via UPS Next Day Air, tracking number [redacted] to ensure prompt delivery. 
Our Customer Advocacy Team has reached out to the customer regarding the replacement and issued a 10% discount for the inconvenience.  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, 
[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 the [redacted] - Florence 30" Single Vanity Set March 24th, 2017. The customer contacted us on April 10th to notify us that it was taking too long...

for the vanity to arrive. We explained that it shipped out sooner than expected, and was within the original estimated dates. Unfortunately, the item became lost in transit, and was deemed lost on April 18th. We sincerely apologize for the trouble caused and agree the delay with the order is unacceptable. A customer service supervisor has been working with the customer to resolve the complaint, and a full refund was issued on April 19th.If the customer has any additional questions she may contact [redacted], Revdex.com liaison 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 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 $1.96 has been reversed.
We sincerely apologize for any inconvenience related to this matter.
Thank you,
 
[redacted]
[redacted]

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 $13.97 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, they 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 apologize for the inconvenience this order has caused our customer. In an effort to rectify the situation, we have provided the customer a full refund and have offered a discount off a future item.We strive to ensure that all orders are successfully filled and delivered to...

the satisfaction of our customers. Regrettably, the customer's order for the Lafayette Upholstered Bed was lost in transit on May 3rd 2016. While we initiated a dock search to find the lost merchandise, it was discovered to be damaged. Sadly, the replacement we had order is currently out of stock.We reached out to the customer to further apologize and assist in helping find an alternative that is in stock. 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

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 stepped outside of our return policy and have fully refunded the customer for the return of the Sofa Color: [redacted]
The...

customer placed her order for the Sofa Color: [redacted] on 5/16/2016. The customer requested cancellation on 5/19/2016, regrettably, the custom made sofa was already in production and once an item is in production we are unable to cancel the order. If a customer is no longer interested in an item, they are welcome to return the item and are responsible for return shipping costs per our return policy. We understand the customer’s situation and as a one-time courtesy we have waived the return shipping costs and re-directed the shipped sofa to our warehouse.We have reached out to the customer to further apologize and to assist with returning the sofa for a full refund. 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

Revdex.com:
I have reviewed the response submitted by [redacted] at Wayfair for complaint #[redacted]. [redacted] has emailed me and said he would take care of it so I am trusting that he keeps his word. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Thank you,
[redacted]

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] Area Rug. We unfortunately encountered a pricing error with the [redacted] 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. 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 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