Wayfair, LLC

To Whom It May Concern, We apologize for the inconvenience the customer experienced with her orderIn an effort to rectify our error, we offered a discount of a future order Unfortunately our supplier encountered a pricing error on the [redacted] - Nadine RugDue to the error, all affected orders were cancelled or returned in transitOur customer service team was not made aware of this error and was not able to outreach and properly to the customer until nowWe truly regret when these infrequent errors occur and are making all efforts to avoid a similar situation from happening in the futureWe have processed the return and have given the customer a full refund which they should see in to business daysWe reached out to the customer to apologize and offered a discount off a future purchaseIf the customers have any additional 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 sincerely apologize for the inconvenience caused to the customer.The customer placed his order on 6/20/for the [redacted] ***At time of purchase, we provided the customer with an estimated delivery date of June 29thUnfortunately, we experienced a delay in shipping the customer’s order out 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 unacceptableThe order was delivered on 7/1/via ***We reached out to the customer to apologize for the delay and provided him with a 20% discountIf the customer has any additional questions or concerns, he may contact [redacted] , Revdex.com Liaison at [redacted] .We hope this information is helpful in resolving the complaint.Best Regards, [redacted] Wayfair.com

To Whom it May ConcernWe apologize for the additional inconvenience the customer is experiencing regarding her Wayfair account.The customer has ordered four reclining chairs from us within the past year, and all four reclining chairs have been reported defectiveDue to this being a rare occurrence with any of our customers, we are taking the time to thoroughly investigate the matter in an effort to locate the core issueWayfair takes issues such as this very seriously as we never want our customers to receive defective merchandiseWe have informed the customer that while we are looking into this matter further, we will not be processing any new orders for a reclining chair under her account to avoid any future issues.We have reached out to the customer to further apologize and we are happy to continue working with the customer toward a reasonable resolution upon receiving more information regarding the productIf 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 are very sorry for the confusion, and we can't apologize enough for the inconvenience this has caused the customerWe agree that you should receive a full refund for this orderTo clarify, we have issued a refund of $back to your accountWe reached out to the customer to further apologize and offer assistanceIf the customer has any additional questions, she may contact [redacted] at [redacted] We hope this information is helpful in resolving this complaint Sincerely,Wayfair.com

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with their order.The customer placed their order for the Full Size White Latitude Run - [redacted] Platform Bed on 4/9/The bed was, regrettably, delivered with several incorrect and damaged parts on 4/19/2017.We handle standard returns, defects, and damage issues within days of deliveryDuring this time, we are happy to order replacements parts or units, or offer a full refund for damaged or defective items We ordered the correct parts and they have all been delivered, so the customer has all of the correct parts for the bed to be assembledWe have also contracted a third-party assembly company to complete the bed assembly on 6/2/as the customer requestedWe work hard to create an effortless experience for our customers and we apologize that this wasn’t the case with this order We work very closely with our warehouses and delivery agents to ensure orders are shipped complete without missing parts and delivered without damage We will address the lack of follow up with the customer and will address training opportunities associated with this order.We reached out to the customer to further apologize and provided a discount for the trouble If the customer has any additional questions or concerns, they may contact [redacted] , ( [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 his orderIn an effort to rectify the situation, we fully refunded the customer $on May 1st, We handle standard returns, defects, and damage issues within days of deliveryDuring this time, we are happy to order replacements, parts or units, or offer a full refund for damaged or defective itemsOn April 15th, the customer notified us that the [redacted] Piece Dining Set they ordered and received was defectiveRegrettably, the defect issue was not properly addressed at that timeWe understand the customer's situation and agree that this issue should have been resolved soonerWe reached out to the customer to further apologize for the troubleIf the customer has any additional questions, he may contact [redacted] at [redacted] We hope this information is helpful in resolving this complaintKind Regards,Wayfair.com

To Whom It May Concern,We sincerely apologize for any further confusion on the customer's orderThe email he received had an incorrect refund amount listed.We have refunded this order in full to the customerThat refund is for $and was processed on The customer should see this full reversal on his credit card statement shortly.We apologize again for any confusion and for the issues with this orderIf the customer has any additional questions or concerns as we schedule this delivery, he can reach out to our Revdex.com liaison, [redacted] *at ( [redacted] .Thank you,Wayfair.com

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her orderWe stepped outside of our return policy and refund the customer in full for the [redacted] - Sweet Heart Drawer ChestsWe are proud to offer our customer's a 30-day return policyPer 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 costsIn 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 policyWe have no desire to mislead our customers in any way and regret when these isolated incidents occurWe reached out to the customer to further apologize and offer assistance with her returnIf 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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] As of October, I have received another email notifying me of a new delay in the delivery of my orderThe new date indicated is now OctoberThis is the 6th delayI was in touch with Ms [redacted] last week who has been helpful on the phone but unfortunately has not been able to give confirmation on delivery of the order.your response to my Revdex.com complaint states that the order is ready for pick upAs per the email I received todayThis is not trueThe order is not ready for pick up and delivery to local terminal has been delayed again to Octoberfurthermore, Wayfair website is still advertising this table as ready to ship within 1-weeksThis is clearly information and unacceptably misleading to customersi am asking, again, that information be accurately advertised on the Wayfair website, and would also like a final confirmation from Wayfair on whether they are able to sell me the table I want to buy as advertised on their website, or whether they simply cannot do soI do not want to receive more unreliable information about when the table will supposedly ship Regards, [redacted]

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her orderWe stepped outside of our return policy and have agreed to refund the customer in full for returning the Metallic Feather Lumbar PillowWe are proud to offer our customer’s a day return policyPer our return policy, roundtrip shipping costs are deducted from the customer’s total refund In an effort to rectify the situation we have stepped outside our return policy by waiving the return the return shipping as a one-time courtesyWe have reached out to the customer to further apologize and offer assistance with her returnIf the customer has any additional questions, she may contact [redacted] at [redacted] We hope this information is helpful in resolving this complaintKind Regards,Wayfair.com

To Whom It May Concern,We sincerely apologize for the inconvenience caused to the customer.The customer placed his order on 10/01/for the [redacted] - Whitehall Street 21" Single Bathroom Vanity SetThe order was shipped 10/03/and delivered 10/05/via [redacted] Tracking # [redacted] On October 21, the customer reported that there was some damage to the top of the vanityWe ordered the customer a replacement top at no cost, at the time the order was placed the shipping estimate was 10/28/Unfortunately, we experienced an unexpected backorder for the vanity top which pushed the shipping estimate to 11/15/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] , Revdex.com Liaison 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 any inconvenience or misunderstanding that was a result of this orderThe customer placed their order on 8/8/for the [redacted] - [redacted] Drawer Nightstand which had an estimated ship date of 8/14/and estimated delivery date of 8/21/The item shipped on 8/11/and was scheduled for delivery on 8/14/ However, the customer requested an address change requiring us to change the delivery appointment to 8/21/Wayfair's credit card billing process is to charge the card when the item has shippedWe have no desire to mislead our customers in any way and regret when these isolated incidents occurWayfair's prices do change on site from time to time and this is based on a variety of factorsMany products are shown with a base price and optional upgrades may cost more, but this is clearly shown when selecting this optionWe apologize for any confusion this may have caused.In effort to rectify this situation we have reached out to the customer to apologize and inform them that the delivery appointment for the nightstands has been scheduled for 8/21/We will also continue to work with the customer regarding the sofa they referencedIf the customer has any additional questions or concerns they may contact [redacted] , Revdex.com Liaison 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 orderIn an effort to resolve the situation we have offered to step outside our day return policy.We strive to keep our prices competitive; due to the frequent fluctuation of our prices we do not offer price matching to other retailers or manufacturersWe have reviewed all recorded calls to confirm that our agents did not provide any misinformation regarding the warrantyWe sincerely apologize for any confusion and have offered to step outside our day return policy by accepting the exchange outside of the 30-daysHowever, the customer would still be responsible for the $processing and pick up fee per our mattress specific return policy [redacted] “If you aren't satisfied with its feel then, call our mattress experts and we can exchange it for a brand new mattress within the first days you have itAll it takes to get that new mattress is a $processing and pifeeIf your new mattress is more expensive than the original, we just ask that you cover the difference in price too.”If the customer has any additional questions, she may contact [redacted] at [redacted] We hope this information is helpful in resolving this complaintKind Regards,Wayfair.com

To Whom It May Concern, We sincerely apologize for the inconvenience the customer experienced with her orderThe customer placed her order for a Noci Design -Upholstered Platform Bed on August 1, The customer contacted us on August 14,to notify us that her delivery arrived and was missing the hardware packWe promptly ordered the customer a replacement part to be shippedUnfortunately, there was a delay with shipping the missing partWe sincerely apologize for the trouble caused and agree the delay with the order is unacceptableA customer service specialist has been working with the customer to resolve the complaintIf the customer has any additional questions she may contact [redacted] , at ###-###-####We hope this information is helpful in resolving the complaint.Kind Regards, [redacted] Wayfair.com

To Whom It May Concern, We apologize for the inconvenience the customer experienced with his orderIn an effort to rectify our error, we offered to provide the customer a discount off the set of his choiceWe do our best to ensure that our products are listed with the correct and most up to date informationRegrettably, we encountered a listing error with several living room sets that caused the price on the external searches to be shown as the cost for one piece of the set, rather than the full collectionWe truly regret when these infrequent errors occur and are making all efforts to avoid a similar situation from happening in the futurePer our order acceptance policy, "Errors will be corrected when discovered, and Wayfair reserves the right to revoke any stated offer and to correct any errors, inaccuracies, or omissions (including after an order has been submitted)" [redacted] We reached out to the customer to apologize and offered a discount off his purchaseIf the customer has any additional questions or concerns he may contact [redacted] at [redacted] We hope this information is helpful in resolving this complaint.Kind Regards,Wayfair.ca

To Whom It May Concern, We sincerely apologize for the inconvenience the customer experienced with his orderThe customer placed his order for the [redacted] - 36" [redacted] Island Range Hoodon on December 09, The customer attempted to cancel the order on December 10, 2016, but we were unable to cancel the order at this time as it had already been prepped for shipmentThe order shipped on December 12, via [redacted] Tracking # [redacted] and was delivered on December 15, On January 21, [redacted] alerted us that the customer had marked this transaction as unauthorized and fraudulent, we responded to the [redacted] dispute with the tracking details of the order as per [redacted] 's request for informationMarch 07, was first time the customer reported that he had never received the range hood, despite ***'s proof of deliveryOn March 26, we agreed to issue a full refund on behalf of the customer [redacted] assisted with the refund due to the active dispute against the transaction and processed it under Transaction ID # [redacted] for a total amount of $327.99If the customer has any additional questions he may contact [redacted] , Revdex.com liaison at [redacted] We hope this information is helpful in resolving the complaint.Best Regards,Wayfair.com

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with her orderThe customer placed her order on November 10, for the [redacted] Sofa in Taupe color which arrived on December 06, Regrettably, she received a gray color sofa insteadWe are working with our warehouse to ensure this kind of error does not occur in the futureIn an effort to rectify our error and due to difficulties arranging a pick up with a freight line, we have provided the customer with a full refundWe also have offered to work with the customer and a donation center to have the item picked up.We have reached out to the customer to further apologize and assist them in resolving the issueIf 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 inconvenience the customer experienced with her orderWe have confirmed that the customer has been issued a full refund.We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customersWe understand the customer’s frustration and agree more could have been done to ensure the correct replacement parts were send.We have contacted the customer to apologize for the frustration on this and provided the customer with the accompanying Acquirer Reference Numbers to contact her bank and verify this informationIf the customer has any additional questions 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 sincerely apologize for the trouble the customer experienced with their orderWhen purchasing with Wayfair using a credit card, Wayfair does not charge the card until the order has shippedWhen there are multiple products associated with the order, the payment/authorizations can be split up according to when the items ship so as to avoid charging the customer for items that they may not receive for an extended amount of timeThe customer placed a new order while two previous orders were being refunded backAs refunds can take up to to business day to appear on the customer's statement, this caused confusion on the charges that were on the statement due to the pending charges for items waiting to ship, settled charges for items that had shipped, and the processing refundsWe sincerely apologize for any confusion that this may have caused.We have reached out to the customer to further apologizeIf the customer has any further questions or concerns, they 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 their orderWe stepped outside of our return policy and refunded the customer in full for the High-Back Executive ChairWe are proud to offer our customers a day return policyPer 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 costsIn 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 policyWe have no desire to mislead our customers in any way and regret when these isolated incidents occurA full refund has been issued to store credit and the customer has been provided with instructions on how to use the store credit.We reached out to the customer to further apologize and offer assistance with their returnIf the customer has any additional questions, they may contact [redacted] ***, at ###-###-####We hope this information is helpful in resolving this complaintKind Regards, [redacted] ***Wayfair.com