Wayfair, LLC

Revdex.com: I have reviewed the response submitted by the business It is inaccurate and does not reflect the actual efforts to resolve this case For the record, regarding complaint # [redacted] :I initially called customer service and the woman insinuated I was a liarCase opened with Revdex.comInitial email from "***" at Wayfair's customer service -- sorry for the confusion, but but that's our priceI emailed [redacted] back and provided a screen print of the item and price before it placed in the electronic shopping cart(I also have screen print of the significant price increase once it was in the cart.) [redacted] replied that the item is "on sale" and here is a 15% promotional code Since Wayfair is honoring the price, the item was purchased.This complaint is resolved Regards, [redacted]

COMPLAINT HAS BEEN RESOLVED THANK YOU

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with her order.The customer placed her order for TOV Furniture - Oliver 120" [redacted] Sectional Sofa in Beige on April 26th The customer contacted us on August 1st to notify us that her delivery arrived and the chaise and the sofa where two different colorsWe promptly ordered the customer a replacement chaise to be shippedUnfortunately, we needed to order a new unit, which was done on August 23rdThe customer then reported to us upon delivery of the new unit, that it too was also two different colorsThe customer refused delivery and wanted a refundWe have pushed a refund back to the customer on October 27th It takes to business days for it to reflect on the card.A 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,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 refunded the customer in full for the [redacted] Accent Cabinet.On October 25, the customer placed her order for the [redacted] Accent CabinetThe order was originally estimated to arrive to our delivery agent by November 8, Unfortunately, the item was delayed by days and was delivered to the local delivery agent on November 10, Due to the delay with the order, the customer requested a return.We are proud to offer our customers 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 return If the customer has any additional questions, she may contact [redacted] at [redacted] We hope this information is helpful in resolving this complaintKind Regards, [redacted] Wayfair.com

To Whom It May Concern,We apologize for the inconvenience the customer experienced with their order A member of our Business Account Management Team has initiated a return for the (2) [redacted] – Virginia 30” Bar Stools and has emailed the customer the return labels on August 27th, September 1st, September 2nd and September 10th We are happy to refund the customer in full upon the return of the items however at this time the customer has opened a Credit Card Dispute for this purchase and all refunds will be provided through the dispute Once a Credit Card Dispute is filed we are no longer able to process any monetary transactions through our systemIf the customer has any additional questions, he may contact [redacted] , at [redacted] or his Business Account Manager [redacted] .Kind Regards, [redacted] Wayfair.com

To Whom It May Concern, We apologize for the inconvenience the Consumer experiencedOur customer placed an order on November 18, 2015, which was delivered on January 04, Regrettably, during the delivery the Consumer’s (our customer’s neighbor) yard was damagedWayfair takes issues such as this very seriously and only work with licensed, insured movers should in the rare event these circumstances occurWe have advised the Consumer to open an insurance claim with our delivery companyThe Consumer has been working with the delivery company as well as a specialized delivery associate here at Wayfair to ensure the pending claim is settledWe reached out to the Consumer to further apologize for the trouble and will continue to work with all parties involved to ensure a resolutionIf the Consumer 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 orderIn 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, for the Modrest Ophelia Drawer DresserThe customer contacted us on May 27, to notify us that her delivery arrived damaged and refused the itemWe promptly ordered the customer a replacementThe replacement dresser has shipped and is estimated to be in the customer’s local delivery area between June 2, and June 7, 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 troubleIf 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

Per consumer [redacted] , the issue has been resolved

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 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 belowNo, I do not accept Wayfair's excuse for not assuring, my order is correct It does not take this long for Wayfair to refund my money I contacted Wayfair on April to inform them, my order is still not correct It does not take from April to current to refund my money I have been monitoring my bank account when the to days expired I still have not received my refund Furthermore, my bank would not hold on to a re-deposit this long I do not agree with the excuse, Wayfair refunded my money, and my bank is holding it I want my refund!!Also, I was told, Wayfair contacted the warehouse to collect the mixed-matched drawers I am tired of seeing my entrance way in my home being blocked by these drawers When will I receive an RMA to return the wrong drawers, or have the drawers restocked I don't want my home looking like a storage facility Regards, [redacted]

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] Regards, [redacted] ***

To Whom It May Concern,We sincerely apologize for any inconvenience the customer experienced on this orderWe do our best to ensure that our products are listed with the correct and most up to date informationRegrettably, when the customer placed his order for the Cabinet Folder, the item was listed with the incorrect priceWe understand the customer’s situation and agree the it should have been handled differentlyWe have addressed the issue with all parties involvedWe further apologized for the issues with how the situation was handled and have provided a quote to replace the order at the price of the original orderIf the customer has any further questions or concerns, she can reach out to [redacted] *at [redacted] .Kind Regards,Wayfair.com

To Whom It May Concern,We are very sorry for the trouble the customer experienced with their orderAs requested by the customer on 10/9/2017, their order for Emergency Drinking Water Tablets was cancelled and all pending charges have been fully reversed.We work hard to provide accurate shipping and delivery estimates and we sincerely apologize when an item is backordered without prior noticeOn 10/9/17, the customer was notified by email that their order for the Emergency Drinking Water Tablets was placed on a backorder for several weeksThe customer contacted us on the same day, 10/9/17, and requested that this item be cancelled from their order.We have no desire to mislead our customers and regret when these rare errors occurWe 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.We reached out to the customer to further apologize for the trouble and provided them with a promotion code towards their next purchaseWe are continuing to work with the customer and will send the customer the Emergency Drinking Water Tablets once they become available againIf the customer has any additional questions or concerns they 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 sincerely apologize for the trouble the customer experienced with their orderWe 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 occur.We have reached out to the customer to apologize that they sofas they purchased didn't fit in their home and made an exception to our return policy by refunding the customer the return shipping costs in store creditIf 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

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with her orderOn May 6, the customer placed her ordered for the [redacted] Due to the popularity of the item, we regrettably experienced an unexpected backorder on the headboard that pushed the shipping date from May 11, to May 23, 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.We have reached out to the customer to further apologize for the delay and as a gesture of our heartfelt apologies provided a discountWe have confirmed the headboard shipped on May 23, and was delivered on May 24, and are continuing to assist the customer with her order.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.Kind Regards,Wayfair.com

To Whom It May Concern, We apologize for the inconvenience the customer experienced with their order The customer reported their hardwood floors being damaged during the delivery of a sofa on November 16, We instructed the customer to file an insurance claim with our delivery partnerWayfair takes issues such as this very seriously; we only work with licensed and insured delivery companies should a rare event such as this occurOur delivery partner has determined they are not responsible for the hardwood floor damages and has denied the customer's claimAfter our delivery partner denied this property damage claim, Wayfair's legal team reviewed the situation and determined Wayfair will not be taking any further action on this claimWe reached out to the customer to further apologize and as a gesture of our apologizes have provided a discount on the customer's orderIf the customer has any additional questions, they may contact [redacted] *at [redacted] -We hope this information is helpful in resolving this complaintKind Regards, Wayfair.com

To Whom It May Concern,We apologize for the inconvenience the customer experienced with their orderIn an effort to rectify the situation we stepped outside of our return policy and refunded the customer in full for the [redacted] Piece Sofa and Loveseat with Chair SetWe handle standard returns, defects, and damage issues within days of delivery and some products may have a limited time warrantyDuring this time, we are happy to order replacements, parts or units, or offer a full refund for damaged or defective itemsOn July 28, the customer notified us that the [redacted] Piece Sofa and Loveseat with Chair Set they ordered and received was defectiveRegrettably, the defect issue was not properly addressed since the customer was outside our limited time frame to report such incidentsWe understand the customer's situation and agree we should have certainly stepped outside of our policy in this instanceWe reached out to the customer to further apologize for the troubleIf the customer has any additional questions, they may contact [redacted] , at [redacted] We hope this information is helpful in resolving this complaintKind Regards, [redacted] Wayfair.com

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with her orderThe customer's orders have been cancelled and her pending charges have been voidedWe have provided promotional codes for each cancelled order and have offered to find something similar at a further discount.We unfortunately encountered a pricing error with the [redacted] - Sideboards, and as a result the customer’s order was cancelled and all pending charges reversedWe truly regret when these infrequent errors occur and are making all efforts to avoid a similar situation from happening in the futureAdditionally, per 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)“ (http://www.wayfair.com/customerservice/general_info.php-privacy).We reached out to the customer to apologize and offered a discount off a future purchaseIf 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

To Whom It May Concern,We apologize for the inconvenience the customer experienced with his order.The customer ordered the [redacted] Studio - [redacted] Dining Table on 1/22/The customer contacted us on 2/23/to report that they were unaware of what "Faux Marble" was at the time they placed the purchase; the customer was expecting a real marble table topWayfair offered our apologies for the misunderstanding and explained that the word faux means "in imitation of"We are proud to offer our customers a day return policyPer our return policy, return shipping costs are deducted from the customer’s total refund, however a full refund can be issued to store credit as an option 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 policyWe have no desire to mislead our customers in any way and regret when these isolated incidents occurWayfair has stepped outside our policy on the customers behalf to offer half the cost of the return shipping in Store Credit for the inconvenienceA total refund of $has been refunded to the customer original payment method, the remaining balance of $is available for use on the customers Wayfair accountIf 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.com

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order We have issued the customer a full refund of $201.58.The customer placed her order for the [redacted] - 19" Coral Frond Decor and the [redacted] , Inc- Tortoise Figurine on October 14, and notified us on October 21, that she wished to return the merchandiseWe 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 Regrettably, we experienced a technical glitch and as a result the customer was not issued her refund in a timely mannerWe have reached out to the customer to further apologize and have stepped outside our return policy by waiving the return shipping costs to issue the customer a full refund of $The customer can expect this refund to process to her [redacted] Account in 1-business daysIf the customer has any additional questions, she may contact [redacted] We hope this information is helpful in resolving this complaintKind Regards, Wayfair.com

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her orderWayfair offers a one year warranty on most of our productsDuring this time, we are happy to order replacements parts or units, or offer a full refund for damaged or defective itemsIn an effort to rectify the issues the customer has experienced, we fully refunded their order in the amount of $on December 18th, We are also looking into the reported issues on our end and taking the appropriate steps to review and investigate this product to ensure it meets our quality assurance standards.We reached out to the customer to further apologize for the troubleIf the customer has any additional questions, she may contact [redacted] , at ###-###-####We hope this information is helpful in resolving this complaintKind Regards,Wayfair.com