Wayfair

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order. We are proud to offer our customer's a 30-day return policy. Per our return policy, return shipping costs are deducted from the customer's total refund. On April 28, 2016, the customer requested a...

return through her online account, and at that time selected her refund method as store credit to her Wayfair account. On May 5, 2016 we received the customer's return and processed the refund to store credit as requested. 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 as a courtesy have applied the store credit refund back to the customer's Wayfair Credit Card. 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 her order.  The customer placed her order on 7/26/2017 for the [redacted] Steel Standard Hammock Stand which arrived on 8/1/2017. Regrettably, she received a chair hammock stand instead....

We are working with our warehouse to ensure this kind of error does not occur in the future. In an effort to rectify our error, we have provided the customer with a full refund as well as a promo code to use on a future order. 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 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,[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 orders #[redacted] & [redacted] have been cancelled and all pending charges have been reversed.  We attempted to cancel order # [redacted] (3 Tier Bookcase) but it shipped with [redacted] under tracking number: [redacted].  We are making an exception and allowing this order to be delivered.  
 We sincerely apologize for any inconvenience related to this matter.
Thank you,

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order.  We stepped outside of our return policy and have issued a free return for the [redacted]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 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

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, the customer's order for a futon mattress was incorrectly marked as being...

Lost in Transit on July 17, 2017 and as a result was temporarily misplaced at our local delivery terminal. We initiated a dock search to find the lost merchandise and agree the delay with the customer's order is unacceptable. The customer's futon mattress has been located on July,19,2017 and the delivery will be scheduled for the customer within 48 hrs. We reached out to the customer to further apologize and have provided a discount for the delay. 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 inconvenience the customer experienced with their order.  We stepped outside of our return policy and refunded the customer in full for the [redacted] - Southern Dunes Convertible Crib.  We can’t apologize enough for the delay the customer...

experienced in our carrier picking up their item.   We are happy to say that the crib has in fact been picked up and has arrived back to our warehouse.  We have pushed the refund through for $294.99 and the customer will be receiving this back to their original payment method within 1-3 business days. We reached out to the customer to further apologize and assure her we have processed her refund.   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] [redacted]

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] Gallery - Queen Panel Bed on July 27, 2016. The customer contacted us on April 19, 2017 to notify us that her delivery arrived and was...

missing the hardware. 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 the replacement order is unacceptable.A customer service specialist has been working with the customer to resolve the complaint. The customer never received the replacement parts and a full refund was issued back to the customer's [redacted] account on August 14, 2017.We reached out to the customer to further apologize and offer assistance with her refund. If the customer has any additional questions, she may contact [redacted] 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 trouble the consumer experienced while shopping on our website.
 
The customer's order has been cancelled and the pending charge of $5.84 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 which did not meet the specific promotion qualifications were initially accepted but later cancelled in our system.   Because of the overwhelming usage of this invalid code, we are unable to honor the original order.
 
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)."
 
It is never our intention to mislead our customers and we apologize for the inconvenience this has caused.  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

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]. Wayfair did accept responsibility for the comforter melting in the dryer, but is not willing to take care of the damage to the dryer.  Obviously they are going to refund me back for the scorched / burnt comforter (pictures attached), as this was the fault of the manufacture for putting in plastic polly fill as a filler in the comforter.  The distributer, as well, was made aware of this hazard, and continues to sell this product on their website.I feel that Wayfair can step up to the plate on this one. 
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 and refunded the customer in full for the Grain Sack Stripe Sofa Slipcover in Linen. 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 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

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with her order. In an effort to rectify the situation, we provided the customer a partial refund as well as ordered a replacement.The customer placed her order on May 5, 2016 for the Modrest Ophelia 2 Drawer...

Dresser. The customer contacted us on May 27, 2016 to notify us that her delivery arrived damaged and refused the item. We promptly ordered the customer a replacement. The replacement dresser has shipped and is estimated to be in the customer’s local delivery area between June 2, 2016 and June 7, 2016. We sincerely apologize for the trouble caused and agree the delay with the order is unacceptable.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]. We hope this information is helpful in resolving this complaint. Kind Regards,Wayfair.com

. 
The new offer is in no way comparable to the original offer.
Regards,

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]. 
 ]More lies from Way Unfair. Took 3 months to get a partial order. Delivery dates changed often. I was not contacted by Wayfair OR RAS to be informed of any delays until days after the shipment did not arrive. I was not home when the recliner arrived as suggested and the chair came damaged leaning to one side as it was shipped and left laying on its side. It appears that heavier items were placed on top of it or it has been stored like that so it needs replaced. Several months and numerous delays and now damaged material sent because it's all they have available. 
Regards,
[redacted]

To Whom It May Concern, We sincerely apologize for the inconvenience the customer experienced with his order.The customer placed his order for a Chicago Cutlery Fusion 18 piece Knife Block Set on December 9th 2014. Unfortunately, the item experienced an unexpected backorder and was later...

discontinued.A customer service specialist has reached out to the customer to further apologize for the trouble and work with him towards a mutual resolution. We have offered the customer a discount off a future order. If the customer has any additional questions he 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 his order. The customer ordered two bathroom vanity sets that were delivered on January 18th. Regrettably, during the delivery the customer's flooring was damaged. Wayfair takes issues such as this...

very seriously and only work with licensed, insured movers should in the rare event these circumstances occur. We have advised the customer to open an insurance claim with our delivery company. The customer has been working with the delivery company as well as a specialized delivery associate here at Wayfair to ensure the pending claim is settled. We will continue to work with all parties involved to ensure a resolution.We reached out to the customer to further apologize and as a gesture of our heartfelt apologize have provided a discount on the customer's order. 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

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. 
This is not an ethical practice.  No matter what your unscrupulous policy states - morally and ethically if you accept an order, you should fulfill said order.  
Regards,
[redacted]

COMPLAINT HAS BEEN RESOLVED.  THANK YOU

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 $699.10 on February 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 February 9, 2015 the customer notified us that the [redacted] Tree Bench Base and  Sunny Designs - [redacted] Tree Bench Top she ordered and received was damaged. Replacements were shipped to the customer. Unfortunately these were damaged in transit as well and a full refund was requested.We reached out to the customer to further apologize for the trouble. 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. After speaking with [redacted] and getting a discount on the initial order The replacement items arrived even later then the ground shipping was expected to arrive so we waited even longer. I am dissatisfied but willing to close the complaint at this point.
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 orders have been cancelled and the pending charges have been reversed. (Order #[redacted] ($2.99) & Order # [redacted] ($3.99) 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:  [redacted].  We hope this information is helpful in resolving the complaint.
 
Thank you,
 
[redacted]