3.9K views
14 comments
stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
1.0

ME: First time and maybe last time I visit Wayfair. Spent some time finding what I wanted. Purchased it, received email saying order is successful and protected by Google, etc then received email about a minute later saying all 3 items that I just ordered are cancelled and to click a link for specialized help which took me to a place where I had to type in my order # then it showed my 3 items and each says Item Cancelled yet I have a button to the right of each for Cancel Item...?

Alicia S: Hi Dan, thank you for contacting Wayfair.com, a zillion things home. I would be happy to look into this cancellation for you. Just a moment while I get your order pulled up.

Alicia S: Thank you for your patience Dan, I appreciate you waiting.

Alicia S: I am showing our security system cancelled your order because your shipping and billing address do not match. For the first 3 orders with Wayfair.com, we require those addresses to match.

Alicia S: It is just a security precaution we take to keep our information safe, as well as yours.

ME: Then why as a first time customer did you let me change it... That is ***. I just moved, received a discount coupon in my Ubox moving package. So I cannot use it until I switch all my billing info from my credit card. I'll shop anywhere but here from now on, thanks for nothing

ME: Why don't you get a brain and quit marketing to people moving....

Alicia S: I am sorry you feel that way. I do not appreciate the insults. I am just doing my job. It is simply to protect you as one of our customers.

ME: What a waste of my time on your site and this whole process. I'll be blogging about my "experience" with wayfair

Alicia S: I am glad I could clarify this cancellation for you. Is there anything else I can assist you with tonight?

ME: No one else does this so are you saying all other merchants/business are not protecting their customers?

Alicia S: No, I am just saying it is an additional precaution we take to ensure protection of your confidential information.

ME: Well executives there need to get a brain as I said, wasn't meant for you I highly doubt you have any sway in processes tehre

Alicia S: I will be sure and pass this information along to my security team. Is there anything else I can assist you with in regards to your order sir?

ME: I entered your site as a first time person, used a coupon from a moving company, and your site allowed me as a first time person to modify my address and complete the entire process all without ever telling me that what you let me do, wasn't ok. You even sent me an email saying congratulations on your order. You all programmed your site and your processes backwards i.e. cart before the horse. It is lame, sad, and shows how immature of a company you are and/or how ignorant the people making decisions there are

Alicia S: I am sorry you feel that way sir.

Alicia S: Is there anything else I can assist you with in regards to your order?

ME: Can I entrust you to lose my email address, close my *** wayfair account and never bother me again.

ME: Or is that require my addresses to be the same days after I moved across country

Alicia S: If you would like me to delete your account, I can certainly do that.

ME: I want this chat emailed to me before you lose my email so I can use it when blogging and for review sites

ME: Can you do that too?

ME: Yes, this is awful experience and you were not helpful but instead defended some idiotic process. How *** of wayfair to market to people moving with this *** policy. It'd be like me marketing physician services and hospitals to dead people

Alicia S: I am more than happy to provide you with a copy of this chat. Ensuring the billing and shipping addresses match are to prevent any potential fraud. We do this to make sure that all information is accurate and we are avoiding any possible fraud.

ME: Million other ways to authenticate. I have authy which good companies use, there is text and tons of other 2 way authentication. Get up to speed on the 21st century Wayfair.

Alicia S: what email address would you like me to send this copy of the chat to sir? Also would you like me to delete your account now?

ME: If you are sending now, I will wait here to confirm receipt then yes, delete my email and all info you have on me as I will never do business with you all again. Wasted 2 hours on this site which comparably costed me $500. Big waste...

Alicia S: I have just sent that email off. Let me know if you receive it.

ME: Yep, just got it. You all refunded my money too, right? I don't have to go waste time confirming you arent' stealing from me?

Alicia S: Your credit of $196.89 is currently in the process of reversal. It will take about 72 hours total to see that fully reversed back to your original payment method.

ME: Geezus, I'll let google know about this awful aspect too. I am a google person, couldn't you have verified who I am through them? I want this last piece of chat emailed to me too as this is icing on a *** cake you all are selling. Now you are tieing up my money for 3 days when any merchant servicer worth their salt can void without it showing on my credit card as long as same day (within 24 hours). You all take my money as a 1st time customer seeing my addresses don't match to bump your 3 day revenue line for investor optics or what. Gimme a break

ME: If I were you, I'd be too ashamed to sleep at night working for such a *** company. Do you all need me to loan you 1K that it would cost to fix your website so that people registering for the first time are not allowed to modify their billing and shipping address or if they do they are not allowed to make a fake purchase? Please send this all to me then I am done, thanks

Alicia S: The 72 hours is depending on what financial institution you bank with Sir. That is the amount of time the banks usually take to fully refund you.

ME: that is only for a refund transaction not a void. If you had a merchant account worth anything you could do a Void within 24 hours which never shows up on cards. Trust me I do this stuff for a living and you are completely wrong. Sure you all can't do it but that is because you saddled yourself with an inferior merchant account

Alicia S: The billing and shipping address were not the sole reason this order was cancelled. I am showing that there were multiple fraud flags during our standard fraud check.

ME: Please send chat and close out my account/info etc. Wow, then you really have *** system. Are you trying to tell me I am not who I say I am!?

ME: I want an executive there to call me, this is pathetic.

Alicia S: That is not what I am stating at all Sir. We have a standard fraud check that we run on all orders. Our policy is to cancel all orders that present multiple fraud flags to protect our customers from potential fraud.

ME: I don't like being accused of being deceitful as I am the most brutally honest person that exists, obviously by this chat.

Alicia S: I will send you a copy of the chat transcript and I will forward your information to a manager who will contact you within the next 24-48 business hours.

ME: I am your customer, again, who are you protecting?

Alicia S: Is there anything else I can assist you with today?

ME: nope, you've been awful

Alicia S: Thank you for shopping with Wayfair.com

Reason of review: Poor customer service.

Monetary Loss: $500.

Preferred solution: Send me the items you didn't let me order for free or send me $500 for my lost 2 hours and raised blood pressure dealing with them..

Do You Have Something To Say ?
Write a review

Comments

chat-icon

Please avoid publishing any personal information and promotional content

You will be automatically registered on our site. Username and password will be sent to you via email.
Post Comment
Guest

honestly, while it is a crap policy, you are a piece of *** Having worked customer service for about 6 years I can say, any time someone says "my time is worth [this much]" I no longer care about you as you are past anything I could do to help someone like you, you act like your time is valuable, but you are willing to stay on the phone or in a chat much longer than necessary to complain. Don't like the policy?

Fine, Write a formal complaint to their complaints department. want to complain at the entry level customer service rep about how they defend the policy?

Screw you, they most likely have to say something like that, but people who make a big deal about their reviews and blogs and such: 1) never impress people in customer service, if you hold so much weight we would have heard of you. 2) just go to show what an inflated ego you have and show that you expect to have everyone bend over backwards for you because you are entitled.

Guest

Same thing happened to me. Took my business to Overstock.com instead.

That is by far the dumbest policy I have ever come across.

Guest

Don't blame you for being p#ssed, but it was not the reps fault and you did not have to take it out on her. Write the company, they take complaints!

I had a similar problem and finally closed my account too!

Guest

SAME thing happened to me yesterday and tonight. They are just a bunch of idiots working at that mickey mouse company.

So much for them begging for everyone's money through their dumb commercials that are on all the time. Sure, order from Wayfair, they will go ahead and charge your credit card, then they will go back and refund the charges?

Why?? They already successfully charged the credit card, there was not "suspicious activity" detected because they were able to charge the card.

Bunch of idiots!

Guest

I need to cancel my recent order

Guest

They are not reputable people, or rather an organization I would deal with ever again.

Ruined my credit rating. Everything Wafair goes BACK!!!

Guest

Same *** cancellation. They have lost my business forever before I got one order from them. Hey, *** get a customer service clue!

Guest

I'm sorry, but you were being a total ***. I don't agree with how they run some things on their website but that's no reason to treat a rep like dirt. She was just doing her job.

Guest

Wayfair sucks... anyway they are a bunch of lazy people working there.

the server should not let the order go trough because of different addresses that to me is a dumb way to do business,

exactly the same thing happen to me the system let me ordered all the way and then 3 weeks later they cancel my order I was so *** at this ***

I know they tried to do their job but I think they don't care either when I call them, all they want to do is hang up, they keep repeating anything else I can help you with?...

(the system is made that way so they can always have a flow of cash and use that money to lend to others, to me that is fraud )

Fist time and last time I order from them I ordered a recliner with the value of 2500.00 they made me way 3 weeks and then cancel. my advice do NOT order from them.

Guest

I see you think you are worth $250 per hour. Anybody want to hire this foul mouthed self important *** for $250 per hour?

Its people like you that make our country so great!

Guest

It's a testament to how great a person that Alicia S is to have been able to deal civilly with you.

My gosh she must almost be a saint.

Guest

What a *** this guy is. Plus he's wrong on several points.

You can't void a credit card order within 24 hours, you can only void it until it settles - which is almost always overnight. After that you have to issue a credit. Plus for a company the size of Mayfair to make changes to their commerce code would cost many times more than the $1,000 he mentions. It would be more than that just to have the site re-scanned for PCI compliance.

I feel sorry for the poor customer service rep.

She did great, though.

Kept her cool through all the abuse. Could not have been easy for her.

Guest

you sound like an ***. poor girl

Guest

Wow.. I understand you were upset with the company and your order, but why on earth were you so mean to the poor girl?!