Wayfair

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order. We stepped outside of our return policy to refund the customer in full for the Antique Gold Fireplace Screen. 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 successfully had [redacted] pick up the package on 10/10 and return it to our warehouse 10/14. The customer was refunded $169.99 on 10/10 and was provided proof that this refund was processed back to her original payment method. We reached out to the customer to further apologize. If the customer has any additional questions, 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 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]   I'm sorry, but I just don't understand this form.  Mr. [redacted] has the facts wrong, but the outcome is all that I care about.  I would like to purchase the white hokku vanitas bejeweled platform queen bed at the price he quoted $569.00 with the 10% discount they had offered me.  I would be happy with that outcome.  I have called and left Mr. [redacted] a voicemail stating the above and will try and call him again on Monday.  Thank you for your help.

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. 
 
[redacted]My Response:  Wayfair did contact me yesterday; I returned the call today and forwarded 15 emails - some with pictures -to validate the damage and my attempts and their customers' attempts to resolve this over the last 2 months.  Their employee, [redacted], never answered our emails. Their delivery agent, [redacted], owner of [redacted] Freight Services , never responded.  [redacted]'s agent, [redacted] never responded.  [redacted] did not advise me to file an insurance claim; no insurance forms have been sent to me to complete.  The only way I can accept a resolution is when I have a reimbursement check ($919.05) for the repairs I paid to restore my yard to the condition it was in prior to [redacted] Freight Services driving over it and creating 6 - 8 inch ruts all over my yard.

To Whom It May Concern,We apologize for the inconvenience the consumer has experienced on her order. We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers. Regrettably, this customer received two damaged Preston 3 Drawer Dresser with...

Mirror. As the customer was worried about incurring an additional cost to have the items disposed of locally, we scheduled a pick-up via [redacted] and have provided the customer with the necessary information and return labels. We reached out to the customer to further apologize and assisted with returning the damage items. 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 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]

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]. 
No one ever reached out to me and I was never notified that my order was cancelled. I only found out my order was cancelled when I logged into my account to check the status. I never received an email from the customer service representative either. If this is the way you do business, not honoring purchases your customers make and lying about contacting your customers because of your errors, I have no desire to do business with you ever again. And I will make sure that I notify everyone I know via every social media outlet to make sure that they and their friends don't do business with a shady company like yours as well. 
Regards,
[redacted]

To Whom It May Concern,   We are very sorry for the trouble the customer experienced on his order.  The order was canceled by an internal team after realizing the item was out of stock. Typically, our procedure is to have our operations team notify our service team to contact the customer...

before canceling any orders.                                         ...⇄ We work hard to provide accurate shipping and delivery estimates and we sincerely apologize when an item is backordered without prior notice and further more when an item canceled without the customer being notified. After speaking with the manufacturer of this living room set we have discovered that they are unsure if this item is going to be produced in the future.   We reached out to the customer to further apologize for the trouble and have offered to help him find living room sets in similar styles and work with the customer on the price as he states the price of the set was a consideration in the purchase. 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.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 are very sorry for the trouble the customer experienced on his order.  The order for the [redacted] AD6 Indoor Cycling Bike was cancelled on 12/29/15 and all pending charges have been fully reversed.  When an order is placed with a credit card a mark/pending...

charge is placed on the card and the balance is not settled an order has shipped.  We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers.  We sincerely apologize the Cycling bike became unexpectedly unavailable and we agree that the delay with the customer’s order is unacceptable.  We are working to prevent similar occurrences from happening in the future.We reached out to the customer to further apologize for the trouble and provided a 15% coupon toward a future purchase on Wayfair.com.   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,Wayfair.com

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order.The customer placed her order for the [redacted] sofa on February 24, 2016, which shipped from our warehouse in North Carolina and was delivered on March 11, 2016. The customer placed her order for the...

S[redacted] on February 23, 2016, which shipped from our warehouse in New Jersey and was delivered on February 25, 2016.  On June 24, 2016 the customer notified us that the [redacted] Sofa and the S[redacted] she ordered has bed bugs. Quality Control is very important to us and have confirmed with both warehouses that no additional cases have been reported. We understand the customer’s situation and have advised the customer to contact an exterminator right away to remove the pests and have requested the exterminator’s report determining the source of the infestation to help us continue our investigations. We reached out to the customer to further apologize for the trouble and we are awaiting the outcome of the exterminator’s report. 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 caused to the customer.The customer placed her order on 09/03/2014 for the Crystorama - Vanderbilt 29 Light Chandelier. Unfortunately, we experienced an unexpected transit delay on the item and pushed the delivery date from...

11/07/2014 to 11/26/2014. 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. Delivery for this order took place on 11/26 signed delivery information is available upon request.If the customer has any additional questions or concerns, she may contact Customer Advocacy, at [email protected]. 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 her order. In an effort to rectify the situation, we have agreed to the customer's desired settlement. 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 February 26, 2013 the customer notified us that the Harper Sofa she ordered and received was not as pictured on site and of lower quality than she expected. Regrettably, the defect issue was not properly addressed by our delivery specialist team. We have reached out to the customer to further apologize for the trouble and to issue the partial discount she requested. 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 apologize for the inconvenience the customer experienced with their order. We stepped outside of our return policy and refunded the customer for the [redacted] Kitchen Island. We are proud to offer our customers 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 their refund. 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,[redacted]Wayfair.com

To Whom It May Concern,We sincerely apologize for the frustration the customer experienced with her account.On April 9th the customer placed her order, but the system did not recognize a financing option had been selected. Unfortunately, her order was processed even though she qualified for 12...

months of no financing. We understand the customer's situation and agree the financing should have been applied. We are working with our credit card team to ensure that the status is changed to reflect this.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

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 have recently been in contact with [redacted] from Wayfair, and she offered a discount on another item or a gift card.  I still feel that this doesn't satisfy your contractual obligation in regards to the sectional.  I responded with another request to complete the agreed upon transaction, but I also offered to accept a similar sectional at the same price.  I did specify that it had to meet certain criteria, but would be open to that possibility.  While I understand that the price I agreed to pay and the price you now claim the item is selling for aren't similar, this is the cost of doing good business.  It is accepting your failings and completing your agreements regardless of what might be more financially attractive to you so that your customers are satisfied with your business practices.    Please feel free to contact me with any further information.  Thank you. 
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience caused to the customer. In an effort to rectify the situation we upgraded the delivery service at no cost to the customer and have provided a discount as a courtesy to help make up for the inconvenience she has experienced. We strive to deliver orders as quickly as possible once they arrive at the customer's local delivery agent. Regrettably, our delivery agent is experiencing a backlog of orders causing delays in scheduling deliveries. The delivery has been scheduled for May 19th 2017 and we have requested that the customer be contacted should any earlier appointments become available. We have reached out to further apologize. If the customer has any additional 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]. Please add your rejection comments below. 
I feel the $12.90 return is insufficient after waiting over two months after ordering for my order to be complete.  I was initially charged $500 for shipping the buffet, table and four chairs. I feel a 25% of my shipping cost is a more acceptable compensation.
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with placing an order.We do our best to ensure that our products are listed with the correct and most up to date information. However, our stock updates every 24 hours so sold items do not always reflect in the...

quantity immediately.Regrettably, when the customer was trying to place her order for the [redacted] 3 Piece Lounge Seating Group with Cushions, it was already purchased by another customer. Since the item was listed in our clearance department due to being a return, it was significantly discounted. Items in our clearance department tend to sell quick and have very limited stock.If items in clearance are no longer available, but we still have the item for sale at regular price on the website, when the customer proceeds to check out the system will pull the item from regular stock at full price. We have no desire to mislead our customers and regret when confusion like this occurs. We sincerely apologize for any inconvenience.We have reached out to the customer to further apologize and have provided a promo code for 15% her next order shall she shop with Wayfair in the future. If the customer has any further questions or concerns, he may contact Brooke Thomas, at ###-###-####. We hope this information is helpful in resolving this 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)."
The customer's order #[redacted] has been cancelled and the pending charge of $3.87 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 inconvenience caused to the customer.The customer placed his order on 05/26/2017 for the [redacted]® - [redacted] 3-Light Kitchen Pendant Lighting. Unfortunately, we experienced an unexpected backorder on the item and pushed the shipping...

date from June 1st to June 2nd. 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 his item and provided a discount for the inconvenience this has caused. The customer's order was shipped on 06/02/2017 and is estimate to be delivered on 06/06/2017. The customer's package may be tracked on [redacted] using the following tracking number: [redacted].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,[redacted]Wayfair.com