Help with wayfair closing my account with an active balance

alex777777

I have bought 10 - 15 items of wayfair without issue, however recently I have had a few issues.

I bought a wooden Childs bed - they sent a metal bed which I returned to them for a refund
I bought an electric radiator  - the back of it had come away, I sent them pictures and they told me not to send back they would refund me and I should throw away
I bought 2 fans - they only sent 1 they said they would investigate and confirmed there mistake and refunded me

This was all fine, I bought a wayfair voucher for £250 which was in my account however after trying to purchase an item recently they immediately canceled the order and sent me this email.

Dear Alex,

Due to the recent account closure, the Gift Card has now been made redundant and unfortunately cannot be used on your account.

I do apologize for any inconveniences this may have caused.

I will bring these correspondences to an end as no further action can be taken.

Sincerely,

Yvonne,

Executive Accounts Manager

If I log in I can see the £250 in my account but if I try to order anything it immediately gets canceled

I have tried to call them but they have said they cannot help over the phone I have to speak to executive resolutions who can only be contacted by email, however when I explain that I have £250 in my account they just send me the same email, they said I can request them to call me but they never call me.

I have spoken to amazon where I bought the voucher and they have said they cannot do anything and I need to contact wayfair.

I would appreciate any advice as I am not sure what to do.

Many Thanks

Alex

pinkshoes

alex777777 said:

Dear Alex,

Due to the recent account closure, the Gift Card has now been made redundant and unfortunately cannot be used on your account.

I do apologize for any inconveniences this may have caused.

I will bring these correspondences to an end as no further action can be taken.

Sincerely,

Yvonne,

Executive Accounts Manager

If I log in I can see the £250 in my account but if I try to order anything it immediately gets canceled

I have tried to call them but they have said they cannot help over the phone I have to speak to executive resolutions who can only be contacted by email, however when I explain that I have £250 in my account they just send me the same email, they said I can request them to call me but they never call me.

I have spoken to amazon where I bought the voucher and they have said they cannot do anything and I need to contact wayfair.

I would appreciate any advice as I am not sure what to do.

Many Thanks

Alex

Amazon are correct. They have supplied you with what you have paid for. You have a £250 Wayfair gift card. Wayfair have not cancelled the gift card, just your account. 

Your issue is now with Wayfair.

At what point did they notify you that your account was closed?

When was the voucher paid into the account?

Note they say the gift card "cannot be used on YOUR account". So it seems to say the gift card is still valid, but can only be used by someone who DOES have an account. 

Can you get someone else to use the gift card via their account? I would see if that works, and get someone else to order for you to a different address. A friend or relative perhaps?

Wayfair have to offer returns, but have closed your account due to having three "issues" on your account, even though none were your fault.

alex777777

I cant transfer the amount as ive activated the gift card so I can log in and see the amount is in my account to use but whenever I try and order they just cancel it.

alex777777

Also im not sure how to even speak to them.

There customer service team on calls cannot help and they say they cannot contact the executive resolutions team as they dont have a direct number.

They have promised they will call me back within 24 hours but every time they just send me an email which is the exact same, They have just sent me the exact same email again, surely it is illegal to close my account and void my voucher if it is there issues I have photographic evidence for every issue.

Thanks

Alex

Alderbank

alex777777 said:

 surely it is illegal to close my account and void my voucher if it is there issues I have photographic evidence for every issue.

It's not illegal for them to close your account.
The T&Cs which you agreed to be bound by include:
'Your account, including Wayfair Rewards, may also be restricted or terminated for any reason, at our sole discretion, if you have breached these Terms of Use and Sale or any other policy or terms of use relating to the Site or if you have otherwise misused the Site.'

Are you sure they have actually voided your voucher? What is your photographic evidence for that?
Others have said above that the voucher can't be used in your closed account but can be redeemed in other ways.

Aylesbury_Duck

alex777777 said:

Also im not sure how to even speak to them.

There customer service team on calls cannot help and they say they cannot contact the executive resolutions team as they dont have a direct number.

They have promised they will call me back within 24 hours but every time they just send me an email which is the exact same, They have just sent me the exact same email again, surely it is illegal to close my account and void my voucher if it is there issues I have photographic evidence for every issue.

Thanks

Alex

"Illegal" is probably overstating it, but it's not reasonable.

I assume they've closed your account because they consider you to be more trouble than you're worth as a customer.  You've probably fallen victim to an algorithm that culls customers with excessive returns (in number and/or value).  I don't think they can just swallow any credit you have on the account, though.  Keep on at them to "release" your voucher.

Edited to add: Just had a thought.  Your account was closed after you added the voucher and at the point you tried to spend it.  Are you sure it was legitimate?  Could they have voided the voucher and closed the account because the voucher is a counterfeit, or something like that?  Where exactly did you buy it from?  An Amazon marketplace seller, perhaps?

Olinda99

do they have a complaints procedure ? If so, follow it - complain about not getting your voucher back and not about account closure.

otherwise there may be mileage is small claims procedure - not sure what others think about this.

Alderbank

Aylesbury_Duck said:

alex777777 said:

Also im not sure how to even speak to them.

There customer service team on calls cannot help and they say they cannot contact the executive resolutions team as they dont have a direct number.

They have promised they will call me back within 24 hours but every time they just send me an email which is the exact same, They have just sent me the exact same email again, surely it is illegal to close my account and void my voucher if it is there issues I have photographic evidence for every issue.

Thanks

Alex

Edited to add: Just had a thought.  Your account was closed after you added the voucher and at the point you tried to spend it.  Are you sure it was legitimate?  Could they have voided the voucher and closed the account because the voucher is a counterfeit, or something like that?  Where exactly did you buy it from?  An Amazon marketplace seller, perhaps?

Why would somebody buy a Wayfair voucher for face value from Amazon (there is no discount) just to pay it into their Wayfair account? Why not just pay the cash straight in?

The feedback on Amazon is dire, with many buyers reporting all sorts of problems with Wayfair refusing the vouchers.

Ominously, the Amazon page says

Legal Disclaimer
Can only be redeemed at Wayfair.co.ok. Not redeemable for cash and cannot be returned for a cash refund, except to the extent required by law. Wayfair is not responsible for and will not replace stolen gift cards.

HillStreetBlues

Alderbank said:

Why would somebody buy a Wayfair voucher for face value from Amazon (there is no discount) just to pay it into their Wayfair account? Why not just pay the cash straight in?

Someone that has an Amazon gift card or balance and wants to use that money at Wayfair ?

Aylesbury_Duck

Exactly.  Or perhaps it was sold at less than face value.  Remember the poster with the discounted postage stamps bought from Amazon that turned out to be counterfeit?

alex777777

Yeh I got the gift card from amazon as a present but wanted to buy an item from wayfair the gift card is valid, I have used it once but I still have the balance of £250 in my account I can still see the amount in my account but when I try to purchase anything they automatically cancel it.

I am not sure on the process as when I email they just sent me back the same copy and paste email, its extremely frustrating as if I call them the customer service line they say that it is wrong and they can understand why I am frustrated but it can only be sorted by there executive resolutions team who you cant call, they have now sent me 6 emails with the exact same wording but signed by a different person - ive replied to this email but they send the exact same response again.