Wayfair

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

 Unfortunately, we incorrectly listed the [redacted] Designs - Dining Table as coming with the matching chairs. 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 and they may keep the table. If the customer has any additional questions or concerns he may contact [redacted], at ###-###-####. We hope this information is helpful in resolving the complaint.

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with his 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 found the [redacted] Barbados 4 piece Seating Group with...

Cushion , the item was listed with the incorrect price and a unavailable color option. We sincerely apologize for any inconvenience error and caused to the customer and have updated our listing to accurately show the correct price and available color options.  We have reached out to the customer to further apologize. We are currently working with the customer towards a satisfactory resolution. If the customer has any further 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 sincerely apologize for the trouble the customer experienced with her order. The customer’s order has been cancelled and her pending charge of $441.87 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 her order for [redacted] 4" x 20" Matte Floor Tile in [redacted], the item was listed with the incorrect price. We sincerely apologize for any inconvenience the error may have caused the customer and have updated our listing to accurately show the correct price.  We have reached out to the customer to further apologize and to offer alternative tile options at a discounted price. 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,[redacted]Wayfair.com

To Whom It May Concern,
 
We sincerely apologize for the trouble the consumer experienced while shopping with us.
 
The customer's order has been cancelled and the pending charge of $3.24 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 that did not meet the specific promotion qualifications were initially accepted but later flagged as invalid and cancelled in our system. 
 
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]
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 $2.99 has been reversed.  However, after speaking with our customer service department an exception has been made and order #[redacted]was processed for a total of $2.99 and has shipped with [redacted] under tracking number: [redacted].  The estimated delivery is Saturday, 9/27.   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]
Wayfair.com

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 [redacted].com.  They list our items on their website, and we provide any follow up customer service....

 Unfortunately, we experienced a system error which incorrectly pictured a Lifetime-Yard Cart as a Lifetime-[redacted] Basketball System.  It is never our intention for this type of mis-match error with model numbers to occur. As soon as the error was brought to our attention, we promptly cancelled the order and issued a full refund.    A manager also followed up with the customer to offer a significant discount off the basketball system if they wanted to replace the order. 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] 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

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.  First of all I contacted them on July 8th the day of the delivery and they told me to be patient.  The agent I spoke to at that time was [redacted].  After a couple of weeks of her NOT contacting me when she said she would I did call back and spoke to an unpleasant man who informed me I was unreasonable to expect wayfair to even think about dealing with this issue in less than 3 weeks.  Then I filed this complaint.  I received a phone call on 7/28 from a Ms. [redacted] who did apologize that my item would ship on 7/29 and that she would contact me on 7/29 to let me know it shipped.  Well is it 7/31 and I have heard nothing about shipping.  So again, Wayfair has not done what they said they would so and we are fast approaching a month with them knowing that they did not ship the right item and still nothing to remedy that situation.  So no I do not believe my complaint is resolved.  It will be resolved when Wayfair decides to deliver the item I paid $400. Until that time I will not be satisfied. Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience caused to the customer.The customer placed his order for [redacted] Home Co - Chestnut [redacted] Reclining Sofa and Recliner on February 26, 2017. The customer contacted us on April 12, 2017 to notify us that the recliner had not arrived. We promptly ordered a replacement per his request. Unfortunately, we experienced an unexpected backorder on the item and pushed the shipping date from 5/19 to 6/7 and the customer was notified of this delay. 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 item was delivered on June 7 and was provided a significant discount for their time and trouble. This delivery was set up for Outside Front Door Drop Off which does not necessitate the customer being home for delivery, however the customer chose to do so. 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

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order.  We have issued the customer a full refund of $201.58.The customer placed her order for the [redacted] - 19" Coral Frond Decor and the [redacted], Inc. - Tortoise Figurine on October 14, 2015 and...

notified us on October 21, 2015 that she wished to return the merchandise. 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.  Regrettably, we experienced a technical glitch and as a result the customer was not issued her refund in a timely manner. We have reached out to the customer to further apologize and have stepped outside our return policy by waiving the return shipping costs to issue the customer a full refund of $201.58. The customer can expect this refund to process to her [redacted] Account in 1-3 business days. If the customer has any additional questions, she may contact [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. In an effort to rectify the situation, we have ordered a replacement and expedited the shipping and delivery.The customer placed her order for the [redacted] by [redacted] Framed...

Graphic Art on 12/11/2016. At the time of purchase, we provided her with an estimated ship date of 12/13/2016. The customer contacted us on 12/21/2016 to request information on the order and found it had been returned by [redacted] due to damage while in transit. 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.We have reached out to the customer to further apologize for the frustration caused, and informed her we will be shipping the replacement today 12/22/16 using [redacted] tracking [redacted] and [redacted] and it should arrive tomorrow. 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

To Whom It May Concern, We sincerely apologize for the inconvenience the customer experienced with their order. The customer placed their order for [redacted] Entertainment Center on June 9th, 2017. The customer contacted us on June 9th to notify us that their delivery arrived and was missing a...

part of the entertainment center. We promptly ordered the customer a replacement part to be shipped. Unfortunately, there was a delay with shipping the missing part. We sincerely apologize for the trouble caused and agree the delay with their order is unacceptable. A customer service specialist has been working with the customer to resolve the complaint. We confirmed the missing part was shipped on July 25, 2017 via [redacted] and will be delivered by end of business day on July 27th. The customer has been refunded for their incomplete item. If the customer has any additional questions 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 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.  I would like to add, that I have not received our order as of yet and it is not due to arrive till mid October, so as long as it arrives as ordered I will be very happy with the resolution Wayfair has offered.  It is a shame that I had to go this route, would have been nice if it was offered right from the beginning :)
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 will be refunding the customer for this order in full. We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our...

customers. The customer placed his order on May 31, 2016 for the Fontaine Sectional. Unfortunately, the sectional was damaged in transit. While we promptly ordered a replacement sectional on June 15, 2016, sadly, it was confirmed as lost in transit on July 18, 2016. Even though we promptly ordered a second replacement on July 18, 2016, regrettably, it too was damaged in transit. We understand the customer’s situation and are investigating the causes to prevent similar occurrences from happening in the future as we agree that multiple issues on an order is unacceptable. We sincerely apologize for any inconvenience.We have reached out to further apologize and have provided 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

To Whom it May ConcernWe apologize for the additional inconvenience the customer is experiencing regarding her Wayfair account.The customer has ordered four reclining chairs from us within the past year, and all four reclining chairs have been reported defective. Due to this being a rare occurrence with any of our customers, we are taking the time to thoroughly investigate the matter in an effort to locate the core issue. Wayfair takes issues such as this very seriously as we never want our customers to receive defective merchandise. We have informed the customer that while we are looking into this matter further, we will not be processing any new orders for a reclining chair under her account to avoid any future issues.We have reached out to the customer to further apologize and we are happy to continue working with the customer toward a reasonable resolution upon receiving more information regarding the product. 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 are very sorry for the inconvenience our customer has experienced with her Wayfair order. We strive for excellence on every aspect of our customer service and we cannot apologize enough for this poor experience. The Nantucket 72" Double Bathroom Vanity Set that was...

ordered arrived to our local delivery terminal on June 3, 2016 and the delivery was scheduled for June 10, 2016 to the customer's delivery address. Regrettably, there was a miscommunication and the customer was not notified of this delivery date until June 9, 2016; as a result, customer was not available during the first delivery attempt and the delivery was rescheduled for June 15, 2016.The customer requested to return the item due to the issues she experienced and one of our delivery specialist assisted with the return process per our returns policy. Per our 30-day return policy customers are responsible for the return shipping fees for items that are no longer wanted or needed. We understand the customer’s situation and agree we should have certainly stepped outside of our 30-day policy in this instance.We have reached out to the customer and have stepped outside our return policy by returning the vanity for 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 Regards,Wayfair.com

To Whom It May Concern,We are very sorry for the trouble the customer has experienced on his order. The delivery has been re-scheduled for May 30th. We have been working closely with our delivery partner to ensure there are no further delays.We work hard to provide quick and convenient delivery for freight shipments and our delivery agents strive to provide excellent customer service. Due to unforeseen circumstances, our delivery agent was unable to deliver the customer's order on May 25th and needed to re-schedule the delivery. We reached out to the customer to further apologize for the trouble and have provided him with a significant discount to help make up for the inconvenience he has experienced. 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 apologize for the inconvenience the customer experienced with her order. We stepped outside of our return policy as a onetime courtesy and issued a gift card to refund her for the cost of choosing to return the Hammary - Vincent Coffee Table using her own shipping method.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 her return. 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

I want my items! This is same exact email I got when I emailed the company, and I've already told you, that this is NOT acceptable!!!!! It was a valid code when you took my money from my account. This bait & switch scheme has gotten really old. It's awfully funny, the code was [redacted] under coastal advertising. I've  personally seen where a lot of people have gotten their items & I personally do not think it's fair that some got their orders & some did not. As a business, you should honor all or none, not pick & choose. You had potential to have a repeat customer but now, I will make sure myself nor anyone I know will spend another cent with your company. I will give you the $1.96 back, I WANT my order that I am entitled to. If not, you need to cancel everyone's & what has already been shipped to people, needs to be sent back! This is totally unfair & against the law bait & switch, and I will stop at nothing until your company makes this right. And, a code for 10% off makes absolutely NOTHING right!

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 a 10% discount for a future purchase with us. We unfortunately encountered a pricing error with the [redacted] Lucia Sofa, and as a result the customer’s order was cancelled and all pending charges reversed. We truly regret when these 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 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,[redacted]

To Whom It May Concern,We apologize for the inconvenience the customer experienced with their order. In an effort to rectify the situation, we fully refunded the customer for the Germain 7 Piece Reversible Comforter Set, and have sent her a new comforter set at our cost. 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 June 24, 2017 the customer notified us that she washed and dried the Germain 7 Piece Reversible Comforter they ordered and a fire had started in the dryer and the quilt melted. We contacted the manufacturer of this item, who stated that they have not had any reports of this occurring.In an effort to help the customer and determine how this occurred, we have requested several pieces of information from the customer. Once we receive that information we will know better how to proceed. We have also offered to contact the manufacturer of the dryer once we have this information due to the time constrains in the customer's schedule.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,[redacted]Wayfair.com