Wayfair

To Whom It May Concern, We apologize for the inconvenience the customer experienced while shopping on our mobile application. In an effort to rectify our error, we offered to provide the customer a discounted off the item she was interested in. We unfortunately encountered a technical...

glitch that caused our mobile application to list the PRI Upholstered Bed at the incorrect price. We truly regret when these errors occur and are making all efforts to avoid a similar situation from happening in the future. We reached out to the customer to further apologize and offered the bed at a $300.00 discounted. If the customers have any additional questions or concerns she may contact [redacted], at ###-###-####. We hope this information is helpful in resolving this complaint.Kind Regards,Wayfair

To Whom It May Concern,We sincerely apologize for the inconvenience caused to the customer.The customer placed their order on 09/04/2016 for the [redacted] ® - Sleeper Sofa. The item shipped on 09/09/2016. Unfortunately, we experienced an unexpected shipping and delivery delay on the item and...

pushed the delivery date from 09/23/2016 to 10/11/2016. 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. The delivery is set for tomorrow (October 11, 2016) between 1 and 5 pm. Once the item has been successfully delivered, we will work with the customer to provide a discount for all the delays.If the customer has any additional questions or concerns, they may contact [redacted], at ###-###-####. We hope this information is helpful in resolving the complaint.Best Regards,Wayfair.com

To Whom It May Concern, We apologize for the inconvenience the customer experienced with her 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] [redacted] Recliner. The customer placed her order for the [redacted] [redacted] Recliner on 4/9/2017. At the time of purchase, we provided her with an estimated ship date of 4/12/2017. The customer contacted us on 4/12/2017 to request that her order be cancelled. Unfortunately, at that time, the customer's order had already been packed on the truck for shipment and once an order is packed to be shipped, we are unable to cancel it. Wayfair had requested a rerouted return for this order, which was confirmed on April 18, 2017 resulting in a full refund to the customer. On June 15, 2017 the product was delivered to the customer by mistake. We have advised the customer that she can donate or dispose of the product as we were unable to get the product picked up. We have reached out to the customer to further apologize for the frustration caused, and informed her that the full refund was issued on 4/18/2017. If the customer has any further questions or concerns, she may contact [redacted], Revdex.com Liaison at [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]. 
 
Regards,
[redacted]

I accept.  However, the only item not commented on is the repeated attempts to contact Wayfair for an update.  Phone calls, emails, stats order (online request tool).  None of these were responded to.  I sat for quite sometime not knowing the status or if my order would be fulfilled, replaced, or refunded.  I will agree to close the claim as long as this information is passed along.  This could have been much less stressful if ANY requests were responded to.  Being ignored is not an acceptable way to treat a customer missing their shipment.  I would hope you would make efforts with other customers that might be similarly situated. 
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with her order. The customer’s order for the 2 bathroom vanity lights has been cancelled and a full refund of $45.90 back to her [redacted] Account. 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 Minka Lavery - 3 Light Vanity Light, the item was listed with the incorrect price. We sincerely apologize for any inconvenience this error has caused to the customer and have updated our listing to accurately show the correct price.  In regards to the orders for the ceiling light, ceiling trims, and dining chairs we offer many items in our clearance center. The items listed in our clearance center are previously purchased and returned merchandise that we offer at a large discount. Due to the nature of our clearance center,  we have very limited stock of each product. Regrettably, we were unable to fulfill a few of these items due to inventory inaccuracies. We are working with our engineering teams to prevent similar inventory occurrences from happening in the future.In an effort to rectify the situation we have offered her a 50% discount on the Minka Lavery - 3 Light Vanity Light, provided a full refund for the cancelled clearance return items, and provided an additional discount for the damage to the clearance return chairs.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

To Whom It May Concern,We apologize for the inconvenience our customer experienced with her order. In an effort to rectify the situation, we have fully refunded the customer for the return of the [redacted] Sectional.We do our best to ensure that our products are listed with the correct and most up to...

date information. Regrettably, the [redacted] Sectional was incorrectly listed and priced for just the loveseat. We sincerely apologize for any inconvenience and have removed the listing from our website.We reached out to the customer to further apologize and to extend a promotional code for a future purchase as the complete sectional is unavailable. 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 their 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 placed her order for the [redacted] 6-Piece Dining...

Set, the item was listed incorrectly and was later found to be just the 4 Wicker Arm Chairs, as the table and bench have been discontinued. We sincerely apologize for any inconvenience our error caused the customer and have updated our listing to accurately show the correct item(s). 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 they may contact [redacted], at [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]. 
 
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]. The Wayfair representative keeps lying about their actions. During the email communication with [redacted] from wayfair, she lied to me that wayfair never issued a refund to me and she tampered with my account removed the "refund issued" message. Fortunately, I saved a screen shot of my account info earlier and have attached it in this reply. (Figure 0.png). [redacted] now offers me a return, however, she is deducting $9.40 return shipping cost from the return (see attachment 1.png). This is actually no difference if not worse than what [redacted] has already offered me, which is return the item at my shipping cost and get the full refund (see attachment 2.png). I believe this incident is caused solely by the misleading information from wayfair and they should be fully responsible for their mistakes. Thus they should provide me with full refund while offering me the pre-paid shipping label. The many lies and extremely unethical behaviors from Wayfair could potentially harm many other customers as well.
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]. Please add your rejection comments below. 
 
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 situation, we have offered to replace the order at the clearance price.We offer many items in our clearance center (previously purchased and returned merchandise)...

at a large discount. Unfortunately, we had experienced a technical error and the order did not process. Ultimately, it was cancelled and the customer was fully refunded. We sincerely apologize for any inconvenience.We have reached out to further apologize and have offered to step outside policy and offer to replace the order at the clearance price. 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 any inconvenience the customer experienced on this 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 placed his order for the Cabinet Folder, the item...

was listed with the incorrect price. We understand the customer’s situation and agree the it should have been handled differently. We have addressed the issue with all parties involved. We further apologized for the issues with how the situation was handled and have provided a quote to replace the order at the price of the original order. If the customer has any further questions or concerns, she can reach out to [redacted]. at [redacted].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].  
It is Wayfair's fault that they did not specify their deliver method of using a local delivery company that only delivers Monday through Friday with no deliveries after 4 PM; if they had done so I would have never placed my order with them.  It is Wayfair's fault that they could not complete the transaction and deliver my order so I would expect a full refund of $616.45 but if you look at the attached email that they send me they are only refunding $566.46.  I am the injured party in this transaction so they should not be keeping $49.99 of my money.  After all of the hassle they put me though and my trying to work from them I would think they would issue me a full refund for good will. 
Regards,
[redacted]

To Whom It May Concern,We apologize for the inconvenience the customer experienced with his order. We stepped outside of our return policy and refund the customer in full for the Wade Logan - Floor Mirror. We are proud to offer our customer's 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 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], 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.  In an effort to rectify the complaint, we are stepping outside of our return policy and are refunding the customer in full for the Signature Design by [redacted] - North Shore King / California...

King Poster Posts.
We are proud to offer our customer’s a 30 day return policy. Per our policy, return shipping costs are deducted from the customer’s total refund.  However, 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 her return. 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 apologize for the inconvenience the customer experienced with her [redacted] Marketplace order for the two Brooklyn Bedding - Ultimate Dreams Crazy Quilt Pillowtop Mattresses placed on 12/28/2014.  The customer's merchandise shipped from the warehouse on 12/29/2014 and was delivered on 1/2/2015 via FedEx tracking [redacted] and [redacted]. The customer contacted us on 1/3/2015 requesting to return the merchandise because the items received were not what they were expecting. We set up the return on that date, and informed the customer that they will be issued a full refund for merchandise ordered, and that they will be responsible for the expense to send the items back.As part of our [redacted] Marketplace policy, if a customer would like to return their items, they may do so for any reason and would be responsible for returning it via their own method. This information was provided at the time the order was placed, as well as when the return was set up. The customer contacted our Customer Service team numerous times after the initial contact requesting a return label.  The customer contacted us on 1/20/2015 with return FedEx tracking numbers [redacted] and [redacted]. A full refund for the order amount, $397.20 was issued on 1/20/2015 and issued back to the original payment method. We are unable to refund customers more than what they originally paid for their order, and apologized that they could not be credited for the amount paid to send the items back.We reached out to the customer to further apologize and offered a $100.00 gift card to use towards a future purchase with us . 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

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 was told that Wayfair would 1 day ship the table top after I complained. However it still has not arrived. 
Regards,
[redacted]

To Whom It May Concern,We apologize for the inconvenience the customer experienced with his order. In an effort to rectify the situation, we fully refunded the customer $2,894.99 on September 23, 2015. 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 2, 2015 the customer notified us that the [redacted] Heated Reclining Massage Chair arrived missing the side panels. Unfortunately, due to a miscommunication we were unable to ship the parts in a timely manner to the customer. Regrettably, there was also a delay having our carrier retrieve the recliner from the customer. We agree the miscommunication and delay in picking up the recliner is unacceptable, and we have address the issues with the parties involved to prevent similar occurrences from happening in the future. We reached out to the customer to further apologize for the trouble. 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

To Whom It May Concern, We sincerely apologize for the inconvenience the customer experienced with his order. The customer placed his order for the Panama Jack Outdoor - Island Breeze 9 Piece Dining Set on September 12, 2016. The customer contacted us on September 29 to notify us that his...

delivery arrived and was missing the table from the dining set. We promptly ordered an investigation to locate the missing box. Unfortunately, there was a delay with locating and scheduling the missing part for delivery. 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 the missing part was delivered on October 6, 2016. 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