Wayfair, LLC

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, the customer's order was estimated to be delivered on March 1, 2018; however, the item was delayed in transit and not delivered until March 3, 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 sincerely apologize for the trouble the customer experienced with their orderThe customer placed their order on May 25, for the [redacted] Sectional and ottomanThe customer contacted us on June 21, to let us know the item that arrived was the incorrect colorUnfortunately, we incorrectly listed the [redacted] Sectional and ottoman with the wrong model number and color choiceWe have no desire to mislead our customers and regret when these rare errors occurIn order to rectify the situation, we are working to get the correct model number and have reached out to the customer with several options to resolve this issueWe are discussing these options and are awaiting the customer's response so we will best know how to proceed.We 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 inconvenience the customer experienced with her orderWe stepped outside of our return policy and refunded the customer in full for the [redacted] Furniture - [redacted] Storage Platform Bed.The customer placed her order for the [redacted] Furniture - [redacted] Storage Platform Bed on 11/17/The customer contacted us on 12/8/stating the item was too large to fit down her hallway at which time we explained our return policy and processWe always strive to show all of the dimensions we have on a product, so that deliveries will go without any issuesTo ensure items are secure through shipment, the extra packaging will be larger than the product itselfUnfortunately, due to the size of the packaging, this particular item was unable to fit into the customer's homeWe 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 refund 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 occurWe reached out to the customer to further apologize for these issues and informed her we issued a full refundIf she has any further questions or concerns, she can reach out to [redacted] *at [redacted] We hope this information is helpful in resolving the complaint.Thank you,Wayfair.com

To Whom It May Concern, We are very sorry for the trouble the customer experienced on his order The order was canceled by an internal team after realizing the item was out of stockTypically, our procedure is to have our operations team notify our service team to contact the customer before canceling any orders We work hard to provide accurate shipping and delivery estimates and we sincerely apologize when an item is backordered without prior notice and further more when an item canceled without the customer being notifiedAfter speaking with the manufacturer of this living room set we have discovered that they are unsure if this item is going to be produced in the future We reached out to the customer to further apologize for the trouble and have offered to help him find living room sets in similar styles and work with the customer on the price as he states the price of the set was a consideration in the purchaseIf the customers have any additional questions or concerns she may contact [redacted] at ###-###-####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 customerWe strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customersRegrettably, the customer's order was lost in transit and agree the delay with the customer's order is unacceptableThe customer's [redacted] Piece Seating Group has been replaced and the expected delivery date is 8/1/We reached out to the customer to further apologize and applied a discount to the order due to the inconvenienceIf 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 apologize for the inconvenience the customer experienced with her orderWe work hard to provide accurate information and sincerely apologize for an confusion We advertised this promotional code to a specific list of product that can be found by clicking the promotional code's adWe truly regret when confusion like this happens to our customers as it is infrequentAt the time of the purchase, the customer was given a discount off of their order in an attempt to help rectify any confusion with the advertisement as we are unable to honor the discount code for this particular SKU.We reached out to the customer to apologize and offered assistance on finding products eligible for the discount codeIf 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 orderThe customer's order has been cancelled and they have been fully refundedWe unfortunately encountered a listing error with the sectional, it was set up for the chaise only, and as a result the customer's order was cancelledWe 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)" ( [redacted] ).We reached out to the customer to apologize and we offered to provide the customer the [redacted] Leather Sectional at a reduced priceIf 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 his orderIn an effort to rectify this situation, we provided the customer with a courtesy discount of $The customer placed his order for the Best Quality Furniture - Upholstered Panel Bed, Classic Brands - Plush Mattress, and Wayfair Sleep Standard Box Spring on November 03, in the amount of $Due to address change to a state where we do not charge tax, the total was reduced to $Our billing system typically sends through an authorization to the customer's card at the time of order so the purchase is pending, and then settles the charge when all items have shippedFor this order, our system attempted to settle the charge on November 3rd and again on November 10th once the last item shipped, however the charge was unsuccessfulThe system automatically attempted the charge again on November 15th, at which point the charge did go through and was posted to the customer's accountThe customer provided documentation showing there are no duplicate charges from WayfairHowever, there were other purchases the customer made with other companies that contributed to the customer's account going into the negative.We reached out to the customer to further apologize for the troubleIf 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,Wayfair

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order. In an effort to rectify the situation, we have placed a new order for a brand new sectional at a significant discount. We handle damage issues within 30 days of delivery. During this time, we are... happy to order replacements parts or units, or offer a full refund for damaged or defective items. On December 19, 2015 the customer notified us that the Zach Reversible Chaise Sectional arrived in two different colors. Regrettably, the defect issue was not properly addressed as the sectional was ordered from our Clearance Return Center and replacement parts were mistakenly ordered. We are unable to offer replacements for items purchased from our Clearance Return Center as they are sold at a significantly discounted rate due to being merchandise that was previously sold and returned.We understand the customer’s situation and assisted the customer in ordering brand new sectional at a discounted price. This new order shipped on 1/7/2016 and is currently at our local delivery agent pending delivery. Unfortunately, our delivery agent has notified us that the dust cover underneath the sectional is damaged. We have notified the customer of this damaged and offered for furniture technician to come to her home to restore the damage dust cover to showroom quality.We reached out to the customer to further apologize for the trouble. If 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 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 resolvedAfter speaking with [redacted] and getting a discount on the initial order The replacement items arrived even later then the ground shipping was expected to arrive so we waited even longerI am dissatisfied but willing to close the complaint at this point Regards, [redacted]

To Whom it May Concern,We apologize for any issues this customer may have experienced with his Wayfair credit cardWe certainly never want our information to be confusing or misleading and are always working to improve the access and clarity to this informationThe Wayfair credit card does offer month no financing on individual orders over $500, not the total balance of the cardWe have stated this information under our Terms and ConditionsHowever, considering the circumstances we have stepped outside of our policy as a onetime exception and are working to ensure a similar situation does not occur in the future.A member of our team has reached out to further apologize to the customer and clarify the offers for our Wayfair credit cardIf the customer has any additional questions or concerns, he can reach out to [redacted] *at [redacted] Thank you,The Wayfair Team

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced while shopping with usTo resolve the situation, we are actively working with the customer to ensure the best possible resolution for himWe have offered for him to keep his current [redacted] bathtub for a discount, or provide a significant discount on a different modelWe do our best to ensure that our products are listed and pictured with the correct and most up to date informationRegrettably, when the customer was interested in purchasing [redacted] tubs, the item purchased was pictured and listed with an incorrect three button variable optionWe sincerely apologize for any inconvenience 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 and offer assistance with a returnWe have also offered to let the customer keep the item he received at a discounted priceFurthermore, we have offered the customer a discount off another [redacted] tub should he return the item he currently hasIf 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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] On 12.20/all they did was give a name of [redacted] R to deal with me Wayfair can not get in their heads that I have had love seat recliners fail.They also do not show a phone call from [redacted] on January 5, They can not cancel the letter dated 1/6/ We have been fighting this for a year as of today Regards, [redacted] ***

To Whom It May Concern,We sincerely apologize for the frustration the customer experienced with her order.We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customersIt is not in in our business policy to cover any third party agreements between customers and contractorsWe recommend always that customer do not make any type of installation appointments until the merchandise has been received and inspectedWe did receive the invoice from the customer but regrettably, we were unable to validate the invoice's authenticity.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

Revdex.com: My issue with Wayfair was not so much the pricing error as the deceptive response to the pricing error that came afterIf the FIRST reaction had been, "We're sorry, the price was incorrectPer our policy, this order will be cancelled," then I would have been disappointed, but not angryIt should be noted that Wayfair has contacted me and has allowed me to purchase a comparable item, though at not as much discounted as my original order, was an acceptable compromise to meSo, in this sense, it is resolvedNo one has yet addressed the dishonesty involved, thoughRegards, [redacted] ***

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with her order In an effort to resolve the situation, we have ordered two more chairs at no additional cost to the customer.We offer many items in our clearance center (previously purchased and returned merchandise) at a large discountWhile the returned clearance [redacted] Side Chairs were listed on our clearance center as being sold individually, brand new inventory was listed on our site as a set of at retail pricingWe have no desire to mislead our customers and regret when confusion like this occursWe sincerely apologize for any inconvenience.We have reached out to further apologize and provided two more chairs at no additional cost to the customerIf 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

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] Unfortunately, even after Wayfair’s intervention, the problem remains unsolvedAlthough I have received apology from Wayfair and they have agreed to waiver my assembly fee, which is about $120, but nothing in my opinion was done to make the assembly happenedHere is the latest updateI was called on Tuesday 05/01/by [redacted] confirming my furniture assembly appointment between PM and PM todaySo I took a half day off work to be thereToday at 3:PM [redacted] called me to inform me that the assembly would be cancelled again as it requires two man and the order was given just for oneJust for the record, this was exactly how our last assembly was scheduled and then canceled by [redacted] I was advised next time to verify that the order is given for two man jobI’m so grateful they have not required me to give their handymen a wacalls, to assure they have had a nutritious breakfast and to remind them to take their toolboxes for the jobIf this is their idea of the customer service that I don’t want to have any business with themSince I believe its Wayfair’s responsibility to assure their contractors are up to reasonable standards, I have contacted Wayfair againThis time I have requested different assembly contractor and one week deadline for assembly completion.Wayfair has attempted reaching out to another assembly company to get the armoire assembled but wasn’t able to set it upSo they have contacted me in a two day to inform me that they have no another contractor in my area to complete the assemblyThey have agreed to issue a full refund for the item so I will be allowed to donate or dispose of their item and to purchase a new one through the different sellerAccordingly, that is the only solution Wayfair has presented to me instead of providing a furniture assembly services that they have offered and I have paid forAfter two months of fighting for receiving the service, four failed attempts to complete the assembly, unpaid missed work time, half-dozen emails and phone calls, all what I was finally given is my money backPlus, this useless pile of plywood, delivered to me instead of assembled armoire, is now mine to keep, to throw away, to set on fire etcTo me it certainly not worth my lost time/ productivity and stress of trying to stand for my groundI am back to the square one after losing two month on this pathetic journeyWayfair was not able or not willing to fulfill its obligations and just dropped the ballThe massage to consumers is that Wayfair is quick to charge for furniture assembly services, lousy with providing it and gives you no guarantee this would actually happen Sincerely Regards, [redacted]

The merchant told me in order to return the item the shipping cost is $40Since I paid $initially, I will not be getting any refund back.I took the item to [redacted] and found that it costs only $to ship and the merchant is corporate, they may actually be getting additional discounts.The item weight was lbs, including packaging materials it was lbs.The cost to ship from *** [redacted] to [redacted] is $32.Using my situation as an example, if I paid $and the return shipping is $32, and I should be getting $refund not $refund.But now the merchant told me I am not getting any refund because return shipping has exceeded $40The main purpose for my complaint is to investigate if the merchant is over charging other customers in return shipping.I am concerned for other customers who are immobile who may not have the flexibility to go to [redacted] or go online for an estimate.Also I am not sure who is pocketing the extra shipping in my case the $and imagine if they have thousands of customers.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 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 will only accept the response from the business when all parts have been received and the product is installed as expected when ordered I have received shipping confirmation on the replacement parts, but installation requires that the part be the correct item and that the product as a whole is installed as a result of receiving this partI do not wish for this complaint to be closed at this time Regards, [redacted]

To Whom It May Concern,We apologize again for any inconvenience caused to the customerThe customer has been contacted by our local delivery agent and the order has been scheduled for delivery to the customer on Apr 28, (02:PM - 06:PM)If 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 Regards,Wayfair.com