Wayfair, LLC

To Whom It May Concern, We sincerely apologize for the inconvenience the customer experienced with her orderThe customer placed her order for the [redacted] Bedroom Set on January The customer contacted us on February 9th to notify us that the headboard was damagedWe promptly ordered the customer a replacement part to be shippedUnfortunately, the replacment piece that was ordered was lost in transit, and another replacement was orderedWe 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 complaintWe have confirmed with our delivery partner that the delivery to the customer has been scheduled.If the customer has any additional questions she 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 sincerely apologize for the inconvenience the customer experienced with her orderThe customer placed her order for [redacted] Dining Table and [redacted] Side Chair on November 20th, The customer contacted us on December 9th, to notify us that her delivery arrived and was missing the hardware packs for the dining table and chairsWe promptly ordered the customer replacement hardware packsUnfortunately, the hardware packs will not be delivered before ChristmasWe 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 complaintIn the hopes of getting the hardware to the customer before Christmas we have ordered additional hardware packs with expedited shipping and as an alternative we have offered to reimburse the customer if the hardware could be acquired locallyWe have reached out to further apologizeIf 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 inconvenience the customer experienced with her order.The customer placed her order for the [redacted] Furniture - Curio Cabinet on 4/20/The Curio Cabinet was, regrettably, delivered with several incorrect and damaged parts on 5/10/17.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 5/15/2017, we ordered the correct parts which were delivered, and unfortunately, the customer is still missing partsAt this time, we have ordered a replacement Curio Cabinet to resolve this issue for the customer.We work hard to create an effortless experience for our customers and we apologize that this wasn't the case with this orderWe work very closely with our warehouses and delivery agents to ensure orders are shipped complete without missing parts and delivered without damageWe reached out to the customer to further apologize for the troubleIf the customer has any additional questions or concerns, 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 inconvenience caused to the customer.The customer placed her order on 7/31/for the [redacted] - [redacted] Small Oval Dining TableUnfortunately, we experienced an unexpected backorder on the item and the shipping was delayed multiple timesWe 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 itemThe customer's order is ready for pick upWe are working directly with the customer and will continue to do so until they receive their table.If the customer has any additional questions or concerns, she may contact [redacted] , at ###-###-####.We hope this information is helpful in resolving the complaint.Best Regards,Wayfair.com

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her orderIn an effort to rectify the situation, we offered to provide the customer with a gift card for a future purchaseThe customer received the Inissia Espresso Maker as a gift that was purchased from Wayfair.com and contacted us on 12/28/to exchange it for a different colorWhile we do not have an exchange policy, we offered to set up a return and issue the refund as a store creditRegrettably, due to an error the return refund was process back to the gift giver’s original payment method rather than store creditWe 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 purchaseIf 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 apologize for the inconvenience the customer experienced with her ordersIn an effort to rectify the situation, we fully refunded the customer for any previous order issues that have been reported.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 itemsWe have assisted the customer with all of her reported order issues and concernsThe customer has not contacted us for any service issues or assistance on this particular order.We reached out to the customer to further apologize for the troubleIf the customer has any additional questions, she may contact [redacted] , Revdex.com liaison 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 customer experienced with his orderIn an effort to resolve the situation we offered to provide a discount off of the itemThe customer placed his order for the [redacted] - Petite Paradise 4-in-Elite Room In A Box Piece Convertible Crib Set on March 20th The customer contacted us on April 4th, and let us know he received the incorrect item, a Vanity and mirrorWe promptly ordered the customer a replacement Crib Set that shipped on April 6th, and delivered on April 15th, While the correct set was sent, the dresser was missing from the shipmentAfter research on our end, the dresser was deemed as lost in transitA Delivery specialist reached out to our customer on April 21st, and offered a replacement but he declined the offer and let us know he would shop locallyWe reached out to the customer to further apologize and provide a discount for the missing itemIf the customer has any further questions or concerns, he may contact [redacted] , at ( [redacted] We hope this information is helpful in resolving this complaint.Kind Regards, [redacted] 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 resolvedThey went above and beyond to rectify the situation satisfactorily 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] Please add your rejection comments below I have repeatedly requested that [redacted] no longer be my account manager In fact, I was told by [redacted] that she would not be, and that I would be contacted by a new business account manager within the week (this was 12/23/15, today is 1/4/16) It is the latest in a long string of promises by the business account team that has not been fulfilled If no other account managers are capable of following up either I would prefer to have my account reverted to a non-business account.I also feel it's important that Wayfair warn customers when signing them up for 'business' accounts about the difficulty of resolving shipping troubles (I'm sure that won't happen, but I still think they should be warned.) Regards, [redacted]

To Whom It May Concern, We apologize for the inconvenience the customer experienced with her orderIn an effort to rectify the situation, we stepped outside of our return policy and have fully refunded the customer for the return of the [redacted] with TV stand Electric FireplaceThe customer placed her order for the [redacted] with TV stand Electric Fireplace on 11/19/At the time of purchase, we provided her with an estimated ship date of 11/21/The customer contacted us later on 11/19/to request that her order be cancelled; however, the customer's order had been packed for shipment sooner than expected on 11/19/Once an order is ready to be shipped, we are unable to process a cancellation.We are proud to offer our customer's a thirty-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 that 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 have reached out to the customer to further apologize for the inconvenience she experienced, and informed her that we issued a full refundIf the customer has any further questions or concerns, she may contact [redacted] , Revdex.com liaison at ###-###-####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 her orderWe do our best to ensure that our products are listed with the correct and most up to date informationRegrettably, when the customer placed her order for the Drawer Dresser, the product description did not state that the drawers were a beveled mirror with a slight tint addedWe sincerely apologize for any inconvenience this has caused to the customer and have updated our listing to accurately include all product descriptionsWe have reached out to the customer to further apologize and have offered a discount to keep the item or to return for a full refundIf 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 any inconvenience or misunderstanding that was a result of this order.The customer placed her order on 10/18/for the [redacted] Platform Bed which had an estimated ship date of 10/20/and estimated delivery date to the local delivery partner on or before 10/The bed shipped on 10/20/and was scheduled for delivery to arrive to the local delivery agent on or before 11/8/The bed was delivered to the local delivery agent on 11/8/and a delivery appointment was scheduled for 11/16/for a Front Door Drop-Off Delivery.We have reached out to the customer to apologize and informed them that the delivery appointment for the platform bed has been scheduled for 11/16/We will also continue to work with the customer to ensure the delivery to the customerIf the customer has any additional questions or concerns she 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 their orderWe stepped outside of our return policy and refunded the customer in full for the [redacted] - Light Flush MountWe are proud to offer our customer's a day return policyPer our return policy, round-trip shipping costs are deducted from the customer's total refundIn the rare event the customer chooses to return the item using their own method, we require a valid tracking number confirmed at our warehouse before the refund processesWe have not been able to confirm the tracking providedWe have stepped outside our policy and issued a full refund in the form of store credit.We reached out to the customer to further apologize and offer assistance with their returnIf the customer has any additional questions, he may contact [redacted] ***, Revdex.com liaison 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 inconvenience this customer has experienced with her orderThe customer placed an order on August 27th for the [redacted] Cocktail tableUnfortunately, we experienced a pricing error on our website and the product was listed with the incorrect pricingWe notified the customer on August 31st that her order had been cancelled and we provided her with a promotional codeThe customer was never charged for the order.We have contacted the customer to offer multiple options in addition to the 15% courtesy promotional code; however, we are unable to honor the incorrect pricingPer our order acceptance policy, Wayfair reserves the right to revoke any stated offer and to correct any error, inaccuracy, or omission even after an order has been placedIt is never our intention to mislead our customers.If the customer should have any additional questions or concerns she may contact [redacted] at [redacted] We hope this information has been helpful in resolving the complaintBest Regards, [redacted] Wayfair.comCustomer Advocacy

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her orderIn an effort to rectify the situation, we scheduled the delivery of the item for 4/after 5PMWe 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 29, the customer notified us that the Ocean Club Lagoon Console Table he ordered and received was damagedRegrettably, the damage issue was not properly addressed since the customer didn't notify us of the damage until the rebuttalWe understand the customer's situation and agree we should have offered alternative solutionsThe customer has reached out to a local furniture technician to fix the scratched table topOnce the customer has the item fixed and is to their satisfaction, we will reimburse them for the cost of the furniture technician.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

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] ]This has been way more complicated by Wayfair then need beThey have wasted their own staff's time and mine by not stepping up and simply doing what the representative, [redacted] Pstated they would do on 10/03/That is, to fix Wayfair's mistake regarding the store credit which caused this problem, which [redacted] Pdid immediatelyThen as [redacted] P said, they would take responsibility to be sure the $late charge and interest would be removed from our recordsThat's it! It's not "stepping outside our return policy," it's fixing a mistake made by wayfair and resolving the situationHere again is a link to [redacted] P's statement on 10/3/ [redacted] Provide us with a written statement that the $late fee and $interest is gone and that our Wayfair account is closed and it's done!Regards, [redacted]

To Whom It May Concern, We are very sorry for the trouble the customer experienced on his orderWe work hard to provide accurate shipping and delivery estimatesRegrettably, we experienced a backlog in our freight shipments which caused a delay in the shipment of the customer's orderWe are working through this backlog to ensure that the customer's order gets delivered without any further delayWe reached out to the customer to further apologize for the trouble and have provided a discount on the customer's order as a gesture of our heartfelt apologiesIf 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 sincerely apologize for the trouble the customer experienced with her 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 time.The customer placed her order for separate items on April 22, 2018, at which time, a pending authorization was put on her card for the full amount of $On April 25, 2018, the $was voided out and two separate pending authorizations were put on her credit card for $and $At this time the full payment has been processed for this order through these two charges.We work hard to provide accurate shipping and delivery estimates and we sincerely apologize when an item is back ordered without prior noticeAs requested by the customer on April 24, 2018, her order for the [redacted] Compote Bowl Centerpiece Glass Pedestal Table Vase was cancelled and replaced with the [redacted] Ceramic Decorative BowlThe Bowl is estimated to arrive to her on or before May 2, 2018.We have reached out to the customer to further apologize for any confusion that this may have causedIf the customer has any additional 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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments belowWayfair insists that the shipping charge was visible Unfortunately for me, I did not see it Had I seen it, I would not have ordered My confirmation e-mail had the merchandise charge of $in 30+ font, and the shipping charge in point font wa-a-a-a-a-a-y at the end of the e-mail on the second page when printed And I did not check my e-mail in time to cancel the order so I am stuck The company is obviously not acknowledging their deceptive practices although they have modified the webpage for ordering so that the shipping options are now very clearly delineated And not acknowledging that they LIE in their advertising Free?!?! HAH When honest and ethical companies like [redacted] market free shipping, it is FREE to HAWAII And [redacted] runs specials that include free shipping, it is FREE to HAWAII Not only are their national TV ads giving information as their shipping is not free, their TARGETED mailing to my home address in Hawaii (catalog and [redacted] mailer) states "free" LIES, and MORE LIES I was e-mailing [redacted] and asked to be referred to someone else in the company as we were at an impasse Her response was to send the charge to collections! The bill is paid, we are done I am warning everybody that I know that catalog/web shop that while the ordering section is now clear, Wayfair's customer service is NOT customer friendly and that the company does not accept any responsibility when problems occur They really do NOT deserve an A+ rating Regards, [redacted]

To Whom It May Concern, We are very sorry for the trouble the customer experienced on their orderThe customer ordered a Loveseat on December 7th, and received the item on December 14th, While the customer was unpackaging the item, they noticed a large amount of small white beads that caused great concernWhen our customer reached out to us initially, our service team was unable to confirm what the small beads wereOur customer was deeply concerned for their safety as well as their animal's safetyIn an effort to help our customer, our service team contacted the manufacturer to get clarification on the what the small beads wereWe received confirmation from our manufacturer, that these small beads were non-toxic, preservative beads and would not be harmful to the customer or their animalsWe had the opportunity to speak with our customer and give this information to themIn addition to confirming the information, a full refund was given for the itemFurthermore, as a gesture of kindness, we have offered to discount a future orderIf 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