Wayfair, LLC

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her orderWe have stepped outside of our return policy and refunded the customer in full for the [redacted] ***We are proud to offer our customer's a day return policyPer our return policy, return shipping costs are deducted from the customer's total refundIn 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] , 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 apologize for the inconvenience the customer experienced with her order.We partner with several other large online retailers, including [redacted] .comThey list our items on their website, and we provide any follow up customer serviceOn January 19, the customer notified us that she received the incorrect item; she received a Wine Hog Cork Catcher instead of a 34-Bottle Evolution Series Wine RefrigeratorRegrettably, we encountered a listing error with the Wine Refrigerator as it was incorrectly priced and matched to a different item, Wine Hog Cork Catcher, in our systemWe have no desire to mislead our customers and truly regret when these infrequent errors occurWe have reached out to further apologize and have issued the customer a full refund of $39.94.If 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 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 resolved Regards, [redacted] ***

I finally got my refund so please close the case 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 resolved Regards, [redacted]

To Whom It May Concern,We are truly sorry for the issues this customer had experienced with his order for the [redacted] - [redacted] Fabric Arm ChairThe delivery agent in his area, [redacted] , has specific hours that do not work with the customer's scheduleWe have reached out to the customer and the delivery agent to see if this item can be delivered at a time that better suits the customerWe have also offered to downgrade the service to outside the home drop off, in which the customer would not be homeThis option does not work for the customerIf the delivery agent cannot guarantee this item after p.mwe have promised the customer we will have it returned for a full refundWe have reached out to further apologize for the issues this customer facedIf 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 trouble the customer has experienced with a pricing fluctuation or error for the item they were interested in purchasing with WayfairWe have reached out to the customer to apologize and gather more information to assist them appropriately.We are happy to work with the customer toward a reasonable resolution upon receiving more information regarding the product they are interested in purchasingIf 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, [redacted] Wayfair.com

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her orderWe have reached out to further apologize for the troublesome experience, and will be ordering the sofa to match the chaise as soon as it is back in stockWe are continuing to work with the customer to resolve this matterIf the customer has any further questions or concerns, she may [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 this order has caused our customer.We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customersRegrettably, the customer's order has been deemed Lost in TransitWe initiated a dock search to find the lost merchandise and agree the delay with the customer's order is unacceptableThe customer's items were not found.We reached out to the customer to further apologize and to facilitate the full refund of this merchandiseIf 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 apologize for the inconvenience this order has caused our customerThe customer placed his order on 9/18/for the 12" Medium Gel Memory Foam Mattress which shipped 9/19/and had an estimated delivery date of 9/25/Unfortunately, we experienced an unexpected delay on the item and pushed the estimated delivery date to 10/9/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 initiated a search to locate the misplaced merchandiseRegrettably, the customer's order was not foundWe reached out to the customer to further apologize and offered to order a replacement at no additional cost to themIf the customer has any additional questions he 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 inconvenience and frustration the customer experiencedIn an effort to rectify the situation a refund of $has been processed to the customer’s original payment methodOn August 17, the customer requested to return the [redacted] Home – Daybed and was informed she would be responsible for the return shipping costs Our listing states that a box spring is required, but not includedThis information can be found in our specification list when selecting to view more [redacted] It is never our intention to mislead our customersWe reached out to further apologize to the customer and have made a one-time exception to our return policy by waiving the return shipping costsIf the customer has any additional questions or concerns, he may contact [redacted] at [redacted] Kind Regards, Wayfair.com

To Whom it May Concern,We apologize for the inconvenience the customer experienced with her order Due to the order being delayed we have refund the customer in full for the [redacted] Leatherette LoveseatSince the [redacted] Leatherette Loveseat was well past its date for delivery we have rerouted the shipment and have issued a full refund back to the customers [redacted] accountWe work hard with our delivery carriers to receive accurate estimates on dates for deliveryUnfortunately, in this case, the order was severely delayedWe 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, [redacted] 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 ordered the correct Right Hand Facing Corner Chaise at no additional cost to the customer.The customer placed her order Benchcraft - Left Facing Sofa and Left Facing Corner Chaise on December 5, The customer called us on January 12, to notify us that she received two left facing piecesRegrettably, these two pieces were unable to be properly assembled due to each being an opposite directionWe strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers and regret when these isolated instances occur.A customer service Manager work with the customer and has ordered a replacement right facing chaise at no additional cost to the customerThe replacement is expected to ship on January 27, 2016.If 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 ***:Let me provide you with a time line of eventsYou may have not been aware of everything your agents have been telling meAnd if you don't believe me, please look in my records, because they claim to put themBut everything from Wayfair's end has been a lieSo please read thru this because you are very quick to hear only Wayfair's sideI ordered my items the first week of April 2017.The week of April 17th, I get a call for deliveryThe first option they provided is a WednesdayBecause like many others, I say I workSo they offer 5/I ask for a window time and I am told someone will call me back with a window timeNo one ever doesDue to various reasons of more issues than help, I escalated the problem, since not one of your Wayfair agents could help.4/- I have an email FROM [redacted] saying that she has reached out to the freight department to request the first priority delivery on 5/They will get back to me shortlyShe will also be out of the office all next week and someone will be happy to help if I call the number.Last week - I call the number on 5/trying to find a window timeThe lady I spoke to (I am stupid for not getting a name) word for word told me to call the carrier and they would give me the informationI specifically asked "will I have any trouble from them getting this? She replied with "no they are aware of your situation." I call [redacted] transport, and when I told them what she said they said "we don't do that, she lied to you." Great.I call back and speak with [redacted] Now I am furiousI tell [redacted] what I wantDemand itFirst priorityAfter a few minutes, she tells me a window time is given hours in advanceThen, changes it to say "I will get a call in the afternoon with the window time." Getting a call in the afternoon is not hours before deliveryJust a heads up [redacted] also lets me know that she will be out of the office on Friday.I receive a voice message on 5/saying my delivery will occur between 11am-3pm on SaturdayThat is not first priorityI call back and speak to ***, He says that he will do everything he can to fix itI ask him to call me within an hour and confirm this informationIn minutes, he calls me to tell me the aboveI ask for a manager and he is the only managerRight.In the mean time, [redacted] sends me an email and says "there is nothing we can do about this even if you call." I write her back and tell her never to reach out to me againI am not sure how you think [redacted] agents reaching out to me is going to help the situationBut that's the Wayfair agentsBrilliant, I tell youBrilliant [redacted] emails me later and says he will again be there to help, but that he is out on SaturdayI've noticed a patternOne person helps you, then they are out the next dayIs this in your company? You say you can help and then just disappear? You try to act like you all care and then make someone else deal with it? In response to your message below: 1) You stated window times are provided within hours in advanceWhy was I contacted at 2pm on Friday? That is not hours in advance.2) Not ONE person told me it was based on where I was locatedHowever, I was told about times, oh it depends when the schedule is made.3) You even stated that your agents would try to get me an earlier timeAt what point was one of your agents going to go out of there way to be like "look I contacted, what happened?" Instead, every single agent said no sorry, nothing we can do without an explanation.4) I still want to understand why after I talked to one person, they are conveniently out of the office the next dayHappened to the three people I spoke with.5) I want to know why YOUR agent clearly lied to meAnd that's what [redacted] told meShe told me to call them and I did and that they would give me a window timeThat was a lieThis is how you treat your customers?6) You were very quick to charge my card and then say that oh we did you a favor and gave me a measily 10% refundDespite all the issues that I went thru, not ONE apology was providedNot one.7) You say you have tried to reach out to me countless times to apologize? I see not one voice message from WayfairYou all were quick to leave messages before and now, not oneHow do I know if this is valid? I've been lied to once beforeWhy not do it again? I have zero desire to ever speak to any of Wayfair againAnd with plenty of websites out there that actually care for the customers and would like feedback, explain to me why Wayfair will do anything to redeem their customers? You don't and instead, you encourage your representatives to have the most basic interaction with your customersThe ones that keep your company in businessYou can't help and you want to keep claiming you've apologized when not one person has made a bit of effort and only reads based on what's told to them on their computer screens? Then, enjoy my moneyAnd I will make sure reviews are written everywhere I can to warn other customers so they were not treated the way that I was.Not one apology was providedNot oneAgain, your agents lied to youWhat they do best apparently at Wayfair

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 resolved I would like to add, that I have not received our order as of yet and it is not due to arrive till mid October, so as long as it arrives as ordered I will be very happy with the resolution Wayfair has offered It is a shame that I had to go this route, would have been nice if it was offered right from the beginning :) Regards, [redacted]

To Whom It May Concern,We apologize for the inconvenience this order has caused our customerWe strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customersRegrettably, we were unable to change the delivery address since the order was shipped when the change was requestedWe reached out to the customer to further apologize and to provide a full refund for this order and her previous orderIf 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 3/6/for the clearance return [redacted] Sleeper SectionalUnfortunately, we experienced an unexpected transit delay at our [redacted] facility, which caused the delivery date for this item to be pushed backWe expect the sectional to arrive to the local delivery agent by 4/4/17, and a convenient delivery date and four-hour delivery window will be scheduled within two business days of its arrivalWe 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 relations manager has been working with the customer to ensure the delivery of his itemAdditionally, he has been provided with a 10% discount on the sectional and a 15% off promotional code to use a future orderPlease note that our policies are in line with other retailers; whereas, we do not compensate customers for time missed from workIf the customer has any additional questions or concerns, he may contact [redacted] , 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 his orderWe have over million different items on our websiteWe try our best to ensure that all of those items are accurately represented on our siteUnfortunately, we mis-listed the Picket House Furnishings - Quinn Drawer DresserThis item should have reflected that only the mirror was includedWe have no desire to mislead our customers and regret when these rare errors occurIn an effort to rectify our error, we have helped the customer place an order for the correct unitIf the customer has any additional questions or concerns he may contact [redacted] *., at [redacted] We hope this information is helpful in resolving the complaint.Kind RegardsWayfair.com

To Whom It May Concern, We sincerely apologize for the inconvenience the customer experienced with their orderThe customer placed their order for the ** Appliances - Stainless Steel cuftTop Load Washer on March 18, The ** Appliances - Stainless Steel cuftTop Load Washer was, regrettably, damaged during delivery on March 23, 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 ordered a full replacement Top Load Washer with haul away service to have the damaged Top Load Washer disposed ofThe Top Loader Washer has been shipped and is estimated to arrive on April 7, We work hard to create an effortless experience for our customers and 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 will address the lack of follow up with the customer and will address training opportunities associated with this orderWe 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 complaintKind Regards, Wayfair.com

To Whom It May Concern,We sincerely apologize for the delay the customer experienced with the delivery of their order.We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers and do our best to provide the most accurate delivery estimates possible at the time an order is placed A member of our Customer Advocacy Team has been working with the customer to ensure the delivery of his item and provided a $discount due to the delay of the order The order has been delivered to the customer’s home on September 11thIf the customer has any additional questions or concerns, they may contact [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 and confusion the customer experienced with his orderThe customer placed his order for [redacted] Ducted Down Draft Range Hood on June 3, The customer contacted us on July to notify us that the delivery arrived and was reported that the shipment was missing a blowerThe Wayfair agent mistakenly ordered a replacement part without doing the necessary research for this productUnfortunately, this product does not come with the blower included, which is stated on the Wayfair product page under specifications, which can be verified with the following link; [redacted] Rather our listing references the blower as a feature and it is needed to properly install the range hood.We sincerely apologize for the trouble caused and cannot apologize enough for the confusionWe have requested that our listing be revised to make this more apparent for our customers.We have set up a return for a full refund on behalf of the customer as per his requestWe have no desire to mislead our customers and regret when these rare instances occurIf 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