Wayfair, LLC

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced while shopping with usIn an effort to resolve the situation we offered to provide a significant discount on a similar rug.We 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 *** Grey & Silver Area Rug, the item was listed with the incorrect priceWe 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 apologizeWhile we are unable to honor the incorrect price for the rug, we stepped outside our policies by offering to provide a significant discount on an similar rug. If the customer has any further questions or concerns, she may contact *** *** at 801-371-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 # ***. We purchased a wine storage cabinet, not chairs as indicated in the businesses' reaponse.The businesses' response does not address our core concern, which is that the currency of the transaction (USD) was not shown on any of the checkout pages in contravention of *** merchant rulesBecause this was not clearly displayed, we are seeking a refund in the amount of the difference between the cost in Canadian dollars and US dollars
Regards,
*** ***

To Whom It May Concern,We apologize for the inconvenience the customer experienced with his orderIn an effort to rectify the situation, we issued a attempt pito return the stools for a full refund. The customer placed his order for the *** 26.75" Swivel Bar Stool with Cushion (qty
2)Regrettably, this product was listed with the incorrect quantity of stools included with purchaseWe do our best to ensure that our products are listed with the correct and most up to date information and it is never our intention to mislead our customersWe have updated our listing and we are deeply sorry for any inconvenience this has caused the customer.We reached out to the customer to further apologize for the trouble and have provided a return for a full refundIf the customer has any additional questions, he may contact *** *** at ***We hope this information is helpful in resolving this complaint. Kind Regards,Wayfair.com

Revdex.com:I am not in agreement to the response from the business.Wayfair sent to many emails to unnecessary people in the departmentI have indicated too many times with they were sending emails to people that will not respond to them.I made mention that the bank made a mistake in processing payment and payment was corrected.Wayfair kept sending emails after emails after email concerning this matterWhen they sent the Supertident this was going too farThe Supertident had nothing to do with payment of this accountThe finance department was going to handle all of the things necessary to process thisWayfair just wouldn't let it process through.
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 # ***.
Regards,
*** ***

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 *** *** *** - *** Tufted Velvet Side Chairs due to the original set arriving damaged and not available for
replacementWe understand the customer originally ordered with the intention of having a full set of (4) and regrettably two arrived damaged.We are proud to offer our customer's a 30-day return policyPer our return policy, round trip 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 occur. We reached out to the customer to further apologize and offer assistance with her returnIf the customer has any additional questions, she may contact *** ***, Revdex.com liaison 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 the customer experienced with her orderWe stepped outside of our return policy and refund the customer in full for all the items on the customer's order.We are proud to offer our customer's a day return policyPer our return policy,
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 occur. We reached out to the customer to further apologize and offer assistance with her returnIf the customer has any additional questions, she may contact *** ***, Revdex.com liaison, at ***. 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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***IF DELIVERED AS PROMISED

To Whom It May Concern.We sincerely apologize for the trouble the customer experienced with their order. When purchasing with Wayfair using a credit card, Wayfair does not charge the card until the order has shippedWe mark the credit card (a mark is a pending transaction that is not subject
to interest charges or fees) for the order total and when the order has shipped we settle the charge on the cardAs these marks reverse off in a certain time frame (determined by the financial institution), we void these marked amounts and re-mark the cardThe voided charges can take up to five business days to come off of the account. We have reached out to the customer to further apologize for any confusion that this may have caused and have provided him with a discount on this orderIf the customer has any further questions or concerns, they may contact *** *** at ***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 #***, however the approach to this resolve has, as usual, been poorI was never notified of the item being on backorder, and little to no options existed for me to receive the product I so desired and be refunded for my trouble, which in my estimation is well-deservedI understand however, that this is the manner in which Wayfair does business which makes their business structure very poor.
Regards,
*** ***

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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and accept Wayfair's solution to my complaint, but I will not consider the matter concluded until the credit of $appears on my credit card. There are two misstatements in Ms***'s message with which I take strong exception. First, there was no "confusion with the outer labeling on the box" on my part. I read the exterior labelingon the box but also opened one of the boxes and read the imprint on the bottom of the product. I told Ms***'s last night that I objected to her explanation that "white labeling confusion" led tomy rejection of the order. The product as advertised and described on Wayfair's website was "***" piece dinnerware service for by Mint Pantry. What Wayfair shipped to me was "***" piece dinner service by *** ***. Based on Wayfair's description of the product and customer reviews of the product I ordered the former, not the latterKnock-offs are common, and as a consumer I had no way of knowing whether the integrity of the "***" set was equal to what was described for the "***" set. In fact, basically what Wayfair did at least borders on advertising in that they did not ship me the product which they offered for sale and I purchased. Further, Wayfair did not contact me to ask if I would accept a different, but similar, product. Ms***'s statement that "our manufacturing partner created this product for our exclusive brand" is inaccurate. I viewed "***" piece dinnerware service for by Mint Pantry on many other online retailers' sites, including ***, ***, ***, ***, and ***. Either Wayfair's "manufacturing partner" created the "exclusive" product for many other retailers besides Wayfair or Wayfair, without contacting me prior to shipping the order and obtaining my acceptance, shipped me a substitute, if similar, product. In conclusion, I have never dealt with an online retailer like Wayfair. I find it incredible that Wayfair treats its customers they way they treated me, given the competition among online retailers. I suspect thatmy experience is not unique among Wayfair customers. I have never before lodged a complaint with the Revdex.com, but am very grateful for the assistance the Revdex.com provided to me in this matter. When I asked Ms.*** if she was calling from Wayfair in response to my repeated attempts to contact them she replied, "No; I'm calling because we received a complaint you filed with the Revdex.com." Amazing!I tried to contact Wayfair for a week, but when the Revdex.com got involved Wayfair responded in a few hours. Thank you, Revdex.com. have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

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 # ***
If in fact this is a rare occurrence as you say, then it would be no problem to satisfy this request and finally resolve this issue, preventing poor reviews and buyer bewares for your company. However, if in fact this is not a rare occurrence, which I suspect it's not, for even your deliverers said, "I've heard some crazy things about Wayfair," then I recommend you take this up from the top down, and completely restructure and reprioritize your customer serviceSince the latter seems much more involved, the first solution seems much more feasible for both parties.
Regards,
*** ***

To Whom It May Concern,We are very sorry for the trouble the customer experienced on their orderOn November 13, the customer placed an order for six items to be shipped to her daughterUpon going through Wayfair's order processing system, the information raised some concern causing us to
mark this as potential fraud.Wayfair's fraud check is a rigorous process that is in place with the main goal of protecting our customers and their personal informationWe check orders for any suspicious or incorrect informationIf we cannot verify the authenticity of the information provided, Wayfair reserves the right to cancel any order at any time to ensure only valid orders are processed and shipped.We reached out to the customer to further apologize for the trouble and to assist in placing a new order with the given account restrictionsIf the customer has any additional questions or concerns they may contact *** *** at ***We hope this information is helpful in resolving this complaint.Kind Regards,*** *** Customer Advocacy TeamWayfair.com

To Whom It May Concern,We apologize for the inconvenience the customer experienced with his order. We 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 costsWe made an exception to this policy by waiving the return shipping costs and providing a full refund to the customer in store creditSince the customer received the full amount back as store credit he was still responsible for payment of the order on his credit card.We reached out to the customer to further apologize and offer assistance with his returnWe removed the store credit and applied the refund to his credit card insteadWe also provided the customer a coupon code for a future order. If the customer has any additional questions, he may contact *** ***, at ***We hope this information is helpful in resolving this complaint. Kind Regards,Wayfair.com

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with her order Regrettably, we incorrectly listed the *** *** - *** White/Brown Area Rug and the *** White/Blue Area RugThere was an error in our system that had the incorrect size
processed and shipped to the customerWe have no desire to mislead our customers and regret when these rare errors occur. We have reached out to the customer to further apologize for the frustration caused, and informed her we will be happy to ship the correct sized rugs and are waiting for her reply.We will continue working with the customerIf the customer has any further questions or concerns, she may contact ***, at ***. We hope this information is helpful in resolving this complaint. Kind Regards,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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her orderIn an effort to rectify the situation, we rescinded our collections request on $on May 24, 2016. 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 October 3, the customer notified us that the *** *** *** she ordered and received was damaged.Regrettably, the damage was not properly addressed by our service team and a subsequent credit card dispute was filedThe customer's order was sent to collections after the dispute was decided in their favorWe understand the customer's situation and agree we are not owed by the customer, and have rescinded our collections request.We reached out to the customer to further apologize for the troubleIf the customer has any additional questions, she may contact *** *** at ***We hope this information is helpful in resolving this complaint. Kind Regards,Wayfair.com

I will followup on Oct 8th once repair is completethank you,***
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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

To Whom It May Concern,We apologize for the trouble the customer has experienced with a sale or available stock for the item they were interested in purchasing with Wayfair.As we are an online store, our sale items are offered for a limited time only or while supplies lastRegrettably, it appears
the item was sold out before the customer was ready to make the purchase or that a listing error may have occurredWe sincerely apologize for any inconvenience this may have caused the customer.We are happy to work with the customer toward a reasonable resolution have reached out to apologize and gather more information to assist them as this product is not available on site with the information provided. If the customer has any further questions or concerns, they may contact *** *** at ***We hope this information is helpful in resolving this complaint.Kind Regards,Wayfair.com

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***