Wayfair

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order. We stepped outside of our return policy and refund the customer in full for the [redacted] - Keaton Double Barstool. 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. After reviewing the order, it seems that there may have been an error in our system, which has caused the return shipping to be more than expected. 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 sincerely apologize for the inconvenience caused to the customer.The customer placed their order on June 12, 2017 for the [redacted] Green Star - 10" Replacement Innerspring Full Size Futon Mattress.  The item shipped on June 15, 2017. Regrettably, the customer's order was marked as arriving at our local delivery agent on July 25th 2017. As a result the item was misplaced at our local delivery terminal. We initiated a dock search to find the merchandise, however, the search was unsuccessful and the item was deemed lost. 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.In an effort to rectify our error, on August 1st we ordered the customer a replacement Futon Mattress and provided a discount for the trouble. This order has shipped and is estimated to arrive at the local delivery agent on August 16, 2017. We reached out to the customer to further apologize and to facilitate the delivery of this merchandise. 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 trouble the consumer experienced while shopping with us.
 
The customer's order #[redacted]has been cancelled and the pending charge of $2.99 has been reversed.  An exception has been made on Order #[redacted]for the 40"...

trampoline which has been processed at the discounted price of $11.00 and is estimated to ship out by end of business day today. (9/22/14) 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 customer experienced while shopping on our website. We do our best to ensure that our products are listed with the correct and most up to date information. Regrettably, when the customer was looking through our website for the...

Sort and Store Toy Organizer, it was listed with the incorrect price. We sincerely apologize for any inconvenience error and 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 for the frustration caused. 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

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 sincerely apologize for the inconvenience caused to the customer.The customer placed her order on 10/01/2016 for the Hi-Line Gift Ltd. - Cardinal on Branch Statue. Unfortunately, we experienced an unexpected backorder on the item and pushed the shipping date from 10/4 to...

10/11. 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 her item and confirmed her item shipped with priority. The customer's order was shipped on 10/07/2016 and is now in the customer possession. The customer’s package may be tracked on www.[redacted].com using the following tracking number:  [redacted]. 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

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. 
 
Good Afternoon,I want to thank you for helping me with this problem.  I've received two different emails from Wayfair regarding refund....one states they're refunding me part of theamount (minus the $75.00 shipping fee).  The other states I'm receiving zero credit.  I'm a bit confused.  In most instances, I would be satisfied with partial reimbursement,however, in this case, I'm requesting a full refund.  I have a copy of the the print out from what is shown to customers online.  When you enter in search "[redacted] sleeper sofas"you would expect to see sofas that convert into a bed, however, this isn't the case. It shoes the item I ordered right next to a different item "[redacted] sleeper sofa."  It's veryconfusing.  This is one of the reasons I didn't order online.  I ordered the item through a phone call to Wayfair Customer Service.  The Representative is very nice...no problem there, however, I guess she was also confused since the item I ordered appeared to be a "sleeper sofa."  I'd like to clarify what amount I'm being reimbursed.  As I stated, had I not lost money in this matter, I had already picked out another item from Wayfair with the originalRepresentative I worked with.  It is a [redacted] sleeper sofa.  I was willing to do an "exchange" and use the return money towards the other item which costs more.Thanks very much for your assistance.  Have a good day.[redacted]

To Whom It May Concern, We apologize for the inconvenience the customer experienced with her order. In an effort to rectify the situation, we are working to deliver the [redacted] Extendable Dining Table and Chair Set as soon as possible. The customer placed her order for the [redacted] Extendable...

Dining Table and Chair Set on 10/24/2015. At the time of purchase, we provided an estimated ship date of 10/29/2015 with an estimated delivery to the local terminal of 11/23/15, where within 2 business days of receipt the local terminal determines the optimal delivery route and notified the customer of the final delivery date. The customer contacted us on 11/9/2015 to requesting cancellation as she needs the Dining Table and Chairs for Thanksgiving. Regrettably, we are unable to cancel the order as it had shipped. We understand the urgency of the customer’s timeframe and we are working to deliver the [redacted] Extendable Dining Table and Chair Set before Thanksgiving. Additionally, we have offered to step outside of our return policy by splitting the return shipping for the return of the [redacted] Extendable Dining Table and Chair Set should the delivery not take place before Thanksgiving.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 the complaint.Kind Regards,Wayfair.com

To Whom It May Concern,We apologize for the inconvenience the consumer has experienced on his order. We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers. Regrettably, another customer’s sectional was mistakenly delivered the consumer on...

May 6, 2016. Both our delivery agent and a highly specialized service agent promptly reached out to the consumer the same day as we had hoped to retrieve the incorrect sofa, so that we may deliver it to the correct customer and deliver the consumer his correct sofa as well. After several attempts to coordinate a pick-up of the incorrect sofa in order to issue the refund. The consumer informed us he would be out of town for an undisclosed period of time. To avoid any further inconvenience to our consumer we processed a refund and advised to donate the incorrect sofa.We reached out to the customer to further apologize and inform him of this 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, 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 refunded the customer the full price of the TV stand $368.99 and a $90 discount on the remaining order for the inconvenience and to cover the disposal of the...

TV stand. The customer placed his order for [redacted] Designs - TV Stand  on November 14, 2015. The customer contacted us on November 20 to notify us that the delivery arrived damaged. We promptly ordered the customer a replacement TV stand to be shipped. Due to the inconvenience we also upgraded the shipping speed on the replacement to 2nd Day at no additional charge. Regrettably, there was a delay with shipping the replacement due to the holidays, and when the new TV stand arrived it had been damaged in transit as well. We sincerely apologize for the trouble caused and agree the delay with the order as well as the damage to the items is unacceptable.We have reached out to further apologize and have provided a refund $458.99.  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].
[I was not offered a significant discount, I was offered a measly ten percent. Wayfair is a company that prides themselves in getting over, regardless of what your policy says I was never told my order was cancelled due to pricing errors. If that had been the case I would have accepted that and moved on. Your company far to frequently make this mistake and takes advantage of the customers who support your business. What happened to the customer is always right or going above and beyond to fix an on going problem  to gain customer satisfaction. Your customer service reps are poorly trained and will say anything to get the customer off the phone now I can see why. Clearly management and department heads are only concerned about making money anyway they can. It just sad that you wil;l not own up to your faults and coorect them ]
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 closed as resolved. 
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 #[redacted] has been cancelled and the pending charge of $3.23 has been reversed. 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 sincerely apologize for the inconvenience caused to the customer.The customer placed her order on 1/11/2015 for the [redacted] - The Fairest Gold Canvas Print, Oliver Gal, and requested to cancel the item on 1/18/2015. As per our placement and acceptance policy listed...

in our terms and conditions on site, orders may be cancelled within 48 hours of purchase if they have not already been shipped or gone into production (in the case of made-to-order items). Regrettably, our warehouse was unable to honor the cancellation request due to the item already being in shipping.A customer service manager has been working with the customer to apologize and has offered to assist the customer with a return for full refund if she does not wish to keep the item. The customer’s order was shipped on 1/23/2015 via FedEx tracking number [redacted] and was delivered to her on 1/27/2015. 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,[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 offered to provide the customer with a gift card for a future purchase. The customer received the Inissia Espresso Maker as a gift that was purchased from...

Wayfair.com and contacted us on 12/28/15 to exchange it for a different color. While we do not have an exchange policy, we offered to set up a return and issue the refund as a store credit. Regrettably, due to an error the return refund was process back to the gift giver’s original payment method rather than store credit. We sincerely apologize for any inconvenience our error caused the customer and working with our tech engineers to prevent similar occurrences from happening in the future.We reached out to the customer to further apologize and provided a gift card to use on a future purchase. 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. The business went out of their way to fix their mistake.
Regards,
[redacted]

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 Madison Park - Cotton Velvet Square Pillow.  The...

customer placed her order for the Madison Park - Cotton Velvet Square Pillow Set on 12/19/2014. At the time of purchase, we provided her with an estimated ship date of 12/22/2014. The customer contacted us on 12/20/2014 to request that her order be cancelled. Unfortunately, at that the time, the customer’s order was already prepared for shipping and once an order is ready to ship, we are unable to cancel it. 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.  The customer contacted us again on 12/22/2014 unhappy that we were unable to cancel the order, our Customer Service team arranged to have the package rerouted back to the warehouse so the customer would not be responsible for returning the item.  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], 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. The response asserts the incorrect listing has been removed from partner websites.  [redacted] search for the product "[redacted]" that I ordered shows multiple wayfair associated partners still have the incorrect listing with incorrect photo, weight, and dimensions and no reference to the length of wire on the spool.  Wayfair seemed to think I ordered product ID "ZIPCORD-250-18W", but that wasn't my order.  Product listings for ZIPCORD-250-18W and similar have been corrected with more accurate shipping weights and removed misleading package dimensions across multiple websites since I notified them.  Multiple listings from Wayfair still have unrepresentative photos representing full spools of larger sizes.  I acknowledge their progress improving listing descriptions, but they are still misrepresenting and trying to sell the product that I ordered [redacted].Additionally, their response makes no acknowledgement of the unreasonable amount of effort (past and ongoing) to get Wayfair to understand their mistakes and fix misleading marketing and poor service.  No customer should be asked to pay return shipping when a wrong product is shipped and/or producted description was blatantly misrepresentative.  They should acknowledge their customer service violated standards and how the are resolving that problem.A refund and persistent unfair marketing is not compensation for my wasted time, my effort to help, my attempt to stop unfair service practices, or the lack of wire I ordered to connect my light display.
 
Regards,
[redacted]

I accept their response and blame Nature's Sleep, the manufacturer only, for the confusion. I'm sorry I brought Wayfair into this and really do like Wayfair and like their customer service. I only issued the Revdex.com argument so I could get a definite and for sure answer. Many of the Wayfair reps did say it was the same bed and this has cleared that up. I did not know how else to get an answer. Please forward this message to Wayfair and let them know. Thank you. And again I wish there was an easier way for me to get a higher up representative like the one who responded to this Revdex.com complaint to give me a 100% for sure answer.

To Whom It May Concern,  We apologize for the inconvenience the customer experienced while shopping on our clearance center.  We list a small number of items at a largely discounted price in our clearance center. Many items are previously purchased and returned merchandise which...

has limited stock, as was the case with the items the customer was interested in. Unfortunately, when the consumer added the items to her cart the purchase price increased due to the clearance items being sold out. The purchase price had increased to the normal retail price of the item being sold in our regular, non- clearance, inventory. We have no desire to mislead our customers and are looking into the issue experienced. We agree the error that caused the item price to increase when she added the items to her cart is unacceptable. Our engineering team has addressed the issue to avoid a similar situation from occurring in the future. We reached out to the customer to apologize and offered a discount off the items she was interested in. 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