Wayfair, LLC

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 Tanya Dining Table and chairsWe 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 have reached out to further apologize and have stepped outside of our return policy by waiving the return shippingIf 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 frustration the customer experienced with their refund.The customer submitted the order with two cards on 10/30/We received the customer's return on 01/10/and refunded the appropriate cardsThe customer reported to us at the time that they did not receive the refund to his Wayfair Card totaling $We assisted the customer with contacting the card-issuing bank to ensure the negative balance totaling $was refundedAs of today, 2/7/the customer has reported that they have not received their remaining refund via checkWe helped reach out to the card-issuing bank to confirm the check was cut and sent and were informed it was cut and sent on 1/17/and takes 3-weeks for delivery and updated the customer.If the customer has any additional questions or concerns, they may contact [redacted] at [redacted] We hope this information is helpful in resolving the complaintKind regards, Wayfair.com

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with his orderUnfortunately, the Piece Dining Set was set up in our system incorrectly and only processed pieces when the order was placedWe have no desire to mislead our customers and regret when these rare errors occurIn an effort to rectify our error, we have sent the customer the additional (2) chairs and reached out to them apologizing and providing shipping expectationsIf the customer has any additional questions or concerns he may contact Emily Thomsen, Revdex.com Liaison at [redacted] We hope this information is helpful in resolving the complaint.Kind 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 did not accept, agree with or consent to any such terms and conditions knowinglyThe site didn’t prompt me to accept any terms of use during or after I purchased my items Also I was offered a 20% discount for my inconvenience not 15%How will the 20% discount be administered unto me and will I have at least another days to make another purchase because I am now out of town? 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'm not certain how fast one is to jump on a dealWhen the items were purchased the system(Wayfair) showed that there were left after we completed our purchaseI googled Wayfair and found that there were similar complaints placed on this companyI can say one good thing about the companyI contacted the CEO he seemed to jump on my concern as soon as it was brought to his attention and apologizedHowever I feel as if the buck was passed when he turned things over to customer serviceI emailed and left [redacted] a message and did not receive a responseI was totally ignoredThat does not feel goodWe were not offered anything for our troublesA gift card a discount or something would be nice and show that the company is truly sorry for their mistake..which is what I believe is the issue nowThey mistakenly put that price on the system and are trying to cover it up by lying to their customersThis is not ok Regards, [redacted]

To Whom It May Concern, We apologize for the inconvenience the customer experienced with her orderIn an effort to rectify our error, we have offered to place an order for the [redacted] - EcoFLEX Pet Crate End Table at the original clearance price of $We do our best to ensure that our products are listed with the correct and most up to date informationWe truly regret when these infrequent errors occur and are making all efforts to avoid a similar situation from happening in the futureWe sincerely apologize for any inconvenience and frustrations our error caused to the customer and have updated our listing to accurately show the correct price We reached out to the customer to further apologize for the trouble and placed the order with her for the clearance price mentionedIf 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

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced while trying to order the Melange Piece Brynlee Dining SetWe have helped the customer place an order for the dining set at a discount due to the trouble.We do our best to ensure that our products are listed with the correct and most up-to-date informationRegrettably, when the customer went to place his order for the dining set, we were experiencing a technical glitch that caused the incorrect pricing be displayed on our site until the product was added to customers' shopping cartsWe sincerely apologize for any inconvenience caused to the customer and have updated our listing to show the correct priceWe have reached out to the customer to further apologizeIf 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,Wayfair.com

To Whom It May Concern, We apologize for the inconvenience the customer experienced with this misinformation on our siteThe customer’s order has been cancelled and his pending charge of $has been voided.Regrettably, we encountered a pricing error with the Lark Manor - Right Hand Facing Sectional, 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#terms).We reached out to the customer to apologize and offered to work with the customer on a discountIf 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 his orderIn an effort to rectify our error, we have placed a new order at a significant discountWe do our best to ensure that our products are listed with the correct and most up to date informationRegrettably, the Three Posts - Bismark Sectional was incorrectly listed, as a result only the sofa was paid for and deliveredWe sincerely apologize for any inconvenience our error caused to the customer and we have removed the listing We reached out to the customer to apologize and placed a new order at a significant discountIf the customers have 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 their order.The customer placed their order for the [redacted] Futon and Mattress on September 20, 2017. The futon was, regrettably, delivered damaged on October 3, 2017.We do our best to respond back to our... customers' requests in a timely and efficient manner. We recently experienced a high volume of emails and this customer's request for a replacement was not addressed within our typical time frame. We sincerely apologize for any inconvenience this has caused and agree that the delay with the customer's order is unacceptable. We have ordered the needed parts for the customer which are currently estimated to be delivered by November 1, 2017. We have also issued a discount to the customer as a gesture of our deepest apologies.We reached out to the customer to further apologize and to facilitate the delivery of this merchandise. If 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 apologize for the inconvenience the customer experienced with his orderIn an effort to rectify the situation, we fully refunded the customer $on November 23, On November 05, 2016, the customer notified us that he received a full-sized [redacted] Bed Frame instead of the king-sized frame orderedWe promptly ordered the customer a replacementOn November 14, 2016, the customer notified us that he unfortunately received another full-sized bed with the replacementAt this time, a second replacement was ordered and the customer was offered a discount as an apology for the trouble causedRegrettably, after the second replacement was ordered, we discovered that the listing was set up incorrectly, and the order was coming to our warehouse for a full-sized frameAt this point, one of our customer service agents cancelled the second replacement as the customer would only receive a third full-sized frame instead of the king-sized frame neededWe understand the customer's situation, and agree that the experience had with this order is unacceptableWe reached out to the customer to further apologize for the trouble and offered to help him place an order for an alternative king-sized frame at a discount due to the troubleIf the customer has any additional questions, he may contact David LeHouillier, at [redacted] We hope this information is helpful in resolving this complaintKind Regards,Wayfair.com

To Whom It May Concern,We apologize for the difficulty the customer has had with this order and we always want to provide a swift resolution for any issues or returns.We have no record of the customer calling in to request a return for this itemWe also have no record either of these items being received back at our warehouse.Regardless, we have generously agreed to refund the customer the full amount of a rug and we are taking the customer's word that she returned the rug back to usWe have sent a full refund back to the customer's wayfair credit card.We would like to add that the Wayfair Credit Card is administered through [redacted] BankWe do not have access to any financial information pertaining to the Wayfair Credit CardWe have reached out to further apologize and have provided a discount for the experience with her Wayfair credit card accountIf 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, [redacted] 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 fully refunded the customer $2,on May 20th, 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 May 19th, the customer notified us that the [redacted] and nightstands she ordered and received were damagedRegrettably, the resolution for the damage issue was not properly addressedIn an effort to resolve this matter, we offered to place an order for the matching [redacted] Dresser and Chest at a significant discountUnfortunately, upon placing this order we mistakenly placed it at no cost instead of the agreed upon $2,and the customer received an automatic email notification We canceled the order as we were unable to fulfill the order at no costWe sincerely apologize for the inconvenience and confusion and have taken steps to prevent a similar occurrence from happening in the future.We reached out to the customer to further apologize for the trouble and due to our error we have replaced the order at the lowered price point of $1,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 apologize for the inconvenience the customer experienced with her orderIn an effort to rectify the situation, we have ordered a replacement and expedited the shipping and delivery.The customer placed her order for the [redacted] by [redacted] Framed Graphic Art on 12/11/At the time of purchase, we provided her with an estimated ship date of 12/13/The customer contacted us on 12/21/to request information on the order and found it had been returned by [redacted] due to damage while in transitThe packages were delivered 12/24/via [redacted] tracking # [redacted] Customer emailed in confirming the packages were receivedA return was set up for the additional item that was sent and the customer emailed in 12/28/informing the return was complete on their end.If the customer has any further questions or concerns, she may contact [redacted] , Revdex.com Liaison at [redacted] We hope this information is helpful in resolving the complaint.Kind Regards, [redacted] Wayfair.com

According to Ms [redacted] 's comments, it was a new representative who offered me the $refundI was told initially that it was a new representative who offered the full refund and this was done in error, so the company would not stand by her offerPlease note that I did not willingly accept the $amount but noted that if they were not going to stand by their employee's word, I would take what I could getIn my experience, including years in customer service and sales, it is in the company's best interest to stand by what a customer was told, regardless of an employee's errors or length of time on the jobThe initial offer - in writing - was for a full refund and I think anything less is simply a reflection of poor customer service policies Regards, [redacted]

To Whom It May Concern,We are very sorry for the experience the customer has had, and understand the frustration this has causedWe informed the customer that the item was lost in transit within hours of receiving the updated informationWe have no desire to mislead our customers and regret when these rare errors occurIn an effort to rectify our error, we have provided a full refund to the customer in the amount of $and have offered a discount on a future order.If the customer has any further questions or concerns, she may contact [redacted] , Revdex.com Liaison at [redacted] 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 her orderTo rectify our error, we offered to provide the customer the closet systems at a significant discountWe unfortunately encountered a pricing error for the closet system, 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 futureWe reached out to the customer to apologize and offered a discount off a future purchaseIf 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, [redacted] Wayfair.com

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order In order to rectify the situation, we have waived the return shipping costs and provided a full refund for the return of the Zora Arm Chairs.The customer placed her order for the Zora Arm Chair (qty4) on 10/11/On 11/12/the customer reported that one of the chairs had a defect in the upholstery and we provided a full refund to resolve the matterOn 11/16/the customer requested to return the other chairs and due to the previous issue we asked the customer to inspect the other chairs for any issues before proceeding with the return On 12/15/the customer let us know the chairs were in good condition and still wished to return themThe customer was informed that the chairs were now outside our day return policy we were unable to accept the returnOn 12/17/the customer was informed the we would step outside the return policy by accepting the return for store creditAlthough our agents were following our return policy we have the ability to make exceptions when isolated incidents such as this occur and regret this exception was not made for the customer sooner given the history of the orderWe have reached out to the customer to further apologize and provided a return for a full refundIf 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 company continues to report details! As U can see by the attached photo of the correspondence between [redacted] and myself, I did receive the recliner on June 6, but I was not home when it arrived laying on its side As a result, the unit does not function properly and leans to one side [redacted] returned my email acknowledging She knew I received it and stated they would send a technician to look at it and/or replace itI reported that was fine but haven't heard from anyone sinceWhat upsets me more are the constant lies that keep coming to spite the honest efforts of the Revdex.com Regards, [redacted] ***

To Whom It May Concern,We apologize for the inconvenience the customer experienced with his orderIn an effort to rectify the situation, we have fully refunded the customer in the amount of $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 itemsThe customer ordered the Workbench Top