Wayfair

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. my couch has not been delivered until it is the problem cannot be resolved.
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. 
I will only accept the response from the business when all parts have been received and the product is installed as expected when ordered.  I have received shipping confirmation on the replacement parts, but installation requires that the part be the correct item and that the product as a whole is installed as a result of receiving this part. I do not wish for this complaint to be closed at this time.
Regards,
[redacted]

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 
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. 
In an email received from Wayfair (I’ve looked in to the listing further and it appears that the discrepancy was a result of the stools being discontinued but were still listed with the table as a set. We do sell the table on its own for 96.68 (the price the set was incorrectly listed for) but unfortunately the stools are no longer available. If you’re interested in other stools or another set altogether, I’d be happy to work with you on a discount. Unfortunately I’m unable to honor the 96.68 price for a set but I’m hopeful we can come to an agreement on a number that will work for you. If this is something you’d be interested in, please let me know.That was the email I received from wayfair.  He admits the set of table & four stools was incorrectly priced and yet does not feel he has to honor this price.  He says he would need to charge me that price in full for just the table & then if I see stools I want he would try & work out a discount on the stools.  This is unacceptable. 
Regards,
[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 has been cancelled and their PayPal account has been fully refunded in the amount of $8.00. 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, he 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 are very sorry for the trouble the customer experienced on her order.  As requested by the customer on 5/5/2015, her order for the [redacted] was cancelled and all pending charges have been fully reversed. We work hard to provide accurate...

shipping and delivery estimates and we sincerely apologize when an item is backordered without prior notice.  On 2/20/2015 the customer was notified by email that his order for the sofa was placed on a backorder for several weeks due to being a special order item. Unfortunately, it was once again backordered on 4/7/2015 as a result of still being in production.The customer has been working with a special support representative who provided the customer with a discount for the trouble she has experienced, but regrettably the item was backordered by our supplier again on 5/1/2015. At the customer’s requested, the order was cancelled on 5/5/2015.We reached out to the customer to further apologize for the trouble and provided her with a coupon towards her next 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.Best Regards,Wayfair.com

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order.  The customer contacted us on 2/9/2015 to return the Dash and Albert Rugs - Woven Ocean/Cream Yacht Stripe Area Rug,  which was delivered on 12/17/2014. We notified the customer that we have...

a 30 day return policy and unfortunately this item exceeded that time frame.We understand that the customer was unable to contact us sooner to arrange to have the merchandise returned, so we have stepped outside of our standard return policy to accept the merchandise back for a credit. Per our return policy, the return shipping costs are deducted from the customer’s total refund. The customer has been sent a prepaid [redacted] return label and will be issued a credit once we receive confirmation that the merchandise has been returned.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 ###-###-####. 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 and the damage to her property at the time of delivery.In an effort to rectify the situation, we discounted the cost of the fridge and settled on a agreed upon dollar amount to cover any costs accrued...

to repair/replace the appliance.Instances such as these are not common when shopping with Wayfair and we take each report very seriously and use the feedback to improve our processes for a better shopping experience for our customers.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 sincerely apologize for the inconvenience caused to the customer. The customer’s order has been delivered and a discount of $40.00 has been applied.The customer placed his order on April 09, 2015 for the [redacted] - [redacted]. Unfortunately, the customer’s first order was lost in transit at which time we ordered a replacement unit. On May 18 2015, the replacement [redacted] - [redacted] was delivered to the customer’s home. Our specialized support member has connected with the customer and confirmed that it is in his possession. 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.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

To Whom It May Concern,We apologize for the inconvenience the customer experienced with his order. In an effort to rectify the situation, we have fully refunded the customer in the amount of $154.37. 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. The customer ordered the Workbench Top Size: 2" H x 60" W x 30" D through our partner [redacted] on February 20, 2016. Regrettably, the damage issue was not properly addressed and we agree the lack of communication is unacceptable.We reached out to the customer to further apologize for the trouble and have provided a full refund of $154.37. 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.com

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with their order. The customer's order has been cancelled and their pending charge of $10.00 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 their order for the [redacted] Area Rug, the item was listed with the incorrect price. We sincerely apologize for any inconvenience our error caused to the customer and have updated our listing to accurately show the correct price. We have reached out to the customer to further apologize. If the customer has any further questions or concerns, they may contact [redacted] Carvell, 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].
 
Regards,
[redacted]

To Whom It May Concern, 
We apologize for the trouble the customer experienced with her order. In an effort to rectify the complaint, we have fully refunded the customer in the amount of $196.31.
Per our return policy, a customer is eligible to return their items for any reason within 30...

days. If a customer would like to return their items, we ask for them to contact us via our self-service return center or by phone, email, or chat. This allows us to provide a pre-paid return label and track the return to refund the customer promptly. Unfortunately, we were not made aware of the return and apologize for the delay. 
A member of our team reached out to the customer to further apologize for the refund delay.  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. 
Best Regards, 
[redacted]
Wayfair.com

To Whom It May Concern,We are very sorry for the trouble the customer experienced on her order.  As requested by the customer on 06/26/15, her order for six cartons of [redacted] Slate Porcelain Glazed tile was fully refunded.We work hard to provide accurate shipping and delivery estimates and...

we sincerely apologize for the frustration the customer experienced with this order.  Originally this order was scheduled to ship on May 20th, but due to multiple carrier delays the order was never picked up. We reached out to the customer to further apologize for the trouble. If the customer has any additional questions or concerns she may contact [redacted], at [redacted]. We hope this information is helpful in resolving this complaint.Best Regards, [redacted]Wayfair.com

To Whom It May Concern,We apologize for the inconvenience the customer experienced with his order. In an effort to rectify the situation, we have ordered the missing parts and scheduled a medic to assemble the bed. 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 January 16, 2016 the customer notified us that they were missing supports to assemble their bed. Regrettably, we experienced multiple issues and delays with their part request, which we agree is unacceptable. In an effort to rectify the situation, we have confirmed with our warehouse the parts have shipped, and we have arranged to have their bed assembled by a professional. 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 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] The customer placed her order for the...

[redacted] in the [redacted] fabric on 4/30/2016. The customer contacted us on 5/8/2016 to request that her order be changed to the [redacted] fabric. Regrettably, once an order is placed we are unable to make any changes to the merchandise on the order. The customer then requested to cancel the order, but unfortunately, the sofa was already in production and we are unable to cancel custom made items. 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. As a one-time courtesy, we have waived the return shipping costs and the customer has received a full refund.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 the complaint.Kind Regards,Wayfair.com

According to Ms. [redacted]'s comments, it was a new representative who offered me the $25 refund. I was told initially that it was a new representative who offered the full refund and this was done in error, so the company would not stand by her offer. Please note that I did not willingly accept the $25 amount but noted that if they were not going to stand by their employee's word, I would take what I could get. In my experience, including 17 years in customer service and sales, it is in the company's best interest to stand by what a customer was told, regardless of an employee's errors or length of time on the job. The initial offer - in writing - was for a full refund and I think anything less is simply a reflection of poor customer service policies.
Regards,
[redacted]

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, this customer's order was scheduled for delivery on 9/10/16, but was not on...

the delivery agent's truck because the chaise was temporarily misplaced at our local delivery terminal. We've initiated a dock search to find the lost merchandise and agree the delay with the customer's order is unacceptable. We understand that the customer has requested to have the complete sectional returned for a full refund or the chaise at no cost to her. We will be happy to compensate the customer for the inconvenience this latest delay has caused, but first we would like to resolve the immediate issue with the missing chaise and see if it can be located and delivered to the customer. We reached out to the customer to further apologize for the missing merchandise and let her know what steps we are taking to resolve the problem. If the customer has any additional questions she may contact [redacted] at [redacted], or by email 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. In an effort to rectify the situation, we fully refunded the customer $724.90 via check on January 20, 2017. 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 January 6, 2017 the customer notified us that the replacement [redacted] Storage Platform Bed she received was also defective. Regrettably, the issue was reported after one year and therefore the system was only able to process the refund to store credit. We have manually processed the refund in a check form back to the customer. We reached out to the customer to further apologize for the trouble. If the customer has any additional questions, she may contact [redacted], at [redacted]617-502-7333 or [redacted]. We hope this information is helpful in resolving this complaint. Kind Regards,Wayfair.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].
[1) I placed an order through an online store. I do not care what writing in its [redacted].2) In our contract – the confirmation letter, there is no such thing as “Wayfair order acceptance policy”. It does not mention at all. It is a shame to bring it up at this point.3)The first mistake Wayfar made is to cancel an established purchase order due to a so called  mistake made by themselvesThe second mistake – and theworse one: Rather than face the mistake and make it up to for its customer,  Wayfar rather choose to avoid it and violate the agreement.I just placed an order and be charged and being confirmed. I want my order be shipped. ]
Regards, [redacted]