Wayfair, LLC

To Whom It May Concern,We are very sorry for the trouble the customer experienced on her order The customer ordered the England Drawer Dresser with Mirror on October 30, which shipped on November 6, Unfortunately on December 18th we learned that the dresser was not
received by our delivery agent and was confirmed as lost in transitA replacement unit was promptly ordered for the customer at no costAdditionally, due to the item being out of stock, the new estimated ship date is March 31, 2016.A specialized service consultant reached out to the customer on 12/to apologize for her experience and the delay with her orderWe offered to help find the customer a similar item or to cancel the order and refund her in fullOur specialized consultant will continue to assist the customer until she decides on how she would like to proceed.We work hard to provide accurate shipping and delivery estimates and we sincerely apologize when an item is lost in transit If the customer has any additional questions or concerns she may contact *** ***, at ***We hope this information is helpful in resolving this complaint.Sincerely,*** ***Wayfair.com

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with her orderThe customer's order has been cancelled and her pending charge of $has been voided.We do our best to ensure that our products are listed with the correct and most up to date information
Regrettably, when the customer placed her order for the *** *** - *** * *** Blue Area Rug and the *** Home - *** Area Rug, the items were 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 have reached out to the customer to further apologizeIf 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.com

To Whom It May Concern,We apologize for the inconvenience the customer experienced with their orderIn an effort to rectify the situation, we fully refunded the customer $on August 15, 2017. 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 September 23, the customer notified us that the Monarch Specialties IncSofa they ordered and received was damagedRegrettably, the replacement issued was also damaged and we issued a furniture technician on December 29, One of the sofas that was replaced has also had some issues and the delivery specialist the customer was working with had fully refunded the customer for the sofa on 8/15/for all of their trouble.We reached out to the customer to further apologize for the troubleIf the customer has any additional questions, they 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 their order. The customer placed their order on 4/12/over the phoneThe payment for this order was split between the Wayfair Credit Card and a ***On 4/13/the customer requested that
the order be cancelledRegrettably, the full refund was issued to the Wayfair Credit Card by our automated payment systemAt this time, our Finance Team confirmed we were not able to re-issue the refund to the ***We spoke with the customer and *** Bank to confirm that the pending refund would not be issued until 4/23/18. In an effort to resolve this error, we have confirmed the full refund back to the customer's checking account as well as provided a promo code to use on a future order. We have reached out to the customer to further apologizeIf 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

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 for the *** Drawer Combo Dresser. The customer placed his order on 7/31/for the *** *** - *** Drawer Combo
Dresser which arrived on 8/18/ The customer contacted us on 8/21/to inform us the Dresser arrived damagedWe ordered the replacement on 8/22/after receiving the pictures from the customer.The customer's replacement order was not able to be expedited and had to ship Large parcel, as this item is too large or fragile to be delivered via ***Due to the estimated delivery the customer requested we return the replacement and provide a refund 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 his return, a full refund has been issued as of 8/28/If 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 orderIn an effort to resolve the situation we have offered to step outside our day return policy.We strive to keep our prices competitive; due to the frequent fluctuation of our prices we do not offer price matching to other retailers or manufacturersWe have reviewed all recorded calls to confirm that our agents did not provide any misinformation regarding the warrantyWe sincerely apologize for any confusion and have offered to step outside our day return policy by accepting the exchange outside of the 30-daysHowever, the customer would still be responsible for the $processing and pick up fee per our mattress specific return policy ***“If you aren't satisfied with its feel then, call our mattress experts and we can exchange it for a brand new mattress within the first days you have itAll it takes to get that new mattress is a $processing and pifeeIf your new mattress is more expensive than the original, we just ask that you cover the difference in price too.”If the customer has any additional questions, she 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 caused to the customer.The customer placed his order on 10/01/for the *** *** - Whitehall Street 21" Single Bathroom Vanity SetThe order was shipped 10/03/and delivered 10/05/via *** Tracking #
***On October 21, the customer reported that there was some damage to the top of the vanityWe ordered the customer a replacement top at no cost, at the time the order was placed the shipping estimate was 10/28/Unfortunately, we experienced an unexpected backorder for the vanity top which pushed the shipping estimate to 11/15/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.If the customer has any additional questions or concerns, he may contact *** ***, Revdex.com Liaison at ***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 caused to the customer.The customer placed their order on 09/27/for the *** Home Co - *** Chair and a HalfUnfortunately, we experienced an unexpected error and needed to upgrade the shipping to large parcel due to the
size and weight of the item causing the delivery estimate to change from 10/05/to 10/09/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.In an effort to rectify our error we have provided a courtesy discount as a gesture of our sincerest apologies for the delaysWe are also working closely with our freight team to ensure the item is delivered as quickly as possible. If the customer has any additional questions or concerns, they may contact *** H., 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 inconvenience caused to the customerIn order to rectify the situation, we have provided a 20% discount on the customer’s order.The customer placed her order on 12/18/for the Mackenna Upholstered Headboard and we provided an order
confirmation with the estimated ship date of Thursday, December 24th and estimated arrival of the headboard to her local delivery terminal on Wednesday, January 13, The headboard did ship December 21, days ahead of our estimates, and was delivered on January 9, 2016.While we offered many items as ‘Arrives Before Christmas’ during the holiday season, regrettably, due to the size of the headboard it must ship via a freight carrier and was not part of our ‘Arrives Before Christmas’ promotionWe apologize for any confusion caused to the customerWe strive to provide the most accurate shipping and delivery estimates for our customersWe also provide a feature on every product page that customers can use to see shipping and delivery estimates for products before placing a purchase.We have reached out to further apologize for any confusion and as a gesture of our heartfelt apologies we have provided a 20% discount on the customer’s orderIf the customer has any additional questions or concerns, she may contact *** ***, at ***.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 her order. The customer placed her order for Dania Reversible Chaise Sectional on April 7, The customer contacted us on April 28, to notify us that her delivery arrived and the
delivery team took back a part of the sectional our delivery team deemed defectiveThe customer requested we redeliver the piece so they may try to assemble the itemWe promptly requested our delivery agent to redeliver the pieceUnfortunately, the redelivery did not occur in a timely mannerWe sincerely apologize for the trouble caused and agree the delay with the order is unacceptable. We reached out to further apologize to the customer for the frustration caused and facilitated the delivery of the missing piece on May 20, As a gesture of our apologies we have refunded the cost of the delivery upgrade and an additional creditIf the customer has any additional questions she may contact *** *** at ***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 caused to the customerIn an effort to rectify the situation, we stepped outside of our return policy and have fully refunded the customer for the return of the Highland Stripe Outdoor Single Curtain Panel.The customer placed her
order on August 19, for the Highland Stripe Outdoor Single Curtain Panels (qty2)Unfortunately, we have no record of any cancellation request being submitted before the product shipped on August 22, 2016, at which time the order can no longer be cancelledIf a customer is no longer interested in the item, they are welcome to return the item and would be responsible for return shipping costs. We have reached out to further apologize and have stepped outside of our return policy by waiving the return shipping costsIf the customer has any additional questions or concerns, he may contact *** *** at *** We hope this information is helpful in resolving the 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 the Mercury Row - Leia Ottoman. 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 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 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 *** ***, at ***.We hope this information is helpful in resolving the complaint.Kind Regards,Wayfair.com

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order. The customer placed her order for the *** Sectional on November 27, The customer notified us on December 13, that received the incorrect orientation for the chaiseWhile we have
ordered the customer replacements, regrettably, due to a processing error the replacements were still the incorrect orientationWe sincerely apologize for any inconvenience and we agree that more should have been done to ensure the arrival of the correct piece and that the delay with the customer’s order is unacceptable.We have reached out to further apologize for the troublesomeness experience and will be ordering the correct orientation for the chaise as soon as it is back in stockIf the customer has any further questions or concerns, she may *** *** 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 never intend to have items returned to sender, especially without informing the customerUnfortunately, that is what happened to this customer's order for the South Shore - Vito Drawer
Dresser. We typically are more than happy to issue a full refund on the original form of payment to our customersBecause of the extenuating circumstances of this order, we have stepped outside our policy to accommodate this customerWe have reached out to the customer and have started the process to issue a check for the remaining amount owed to the customerThis process can take a few weeks, as it will have to go through our finance teamHowever, a member of our team is working with the customer on thisWe 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 orderIf the customer has any additional questions, she may contact *** ** *** 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 would like to add that I discussed the issue on several occasions following the initial order confirmation on the Saturday I ordered, on the Monday when they had a chance to contact the supplier to verify whether it was a single chair or a setthen finally with a Manager on the following Tuesday which is when they confirmed it was single and not sets of chairs Their response, prior to Revdex.com involvement was not ethical, I truly appreciate the Revdex.com quick response...I am impressed :) THANK YOU!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 sincerely apologize for the inconvenience this customer experienced. And order was submitted successfully on February 14, with special financing offered on the Wayfair Credit CardWayfair also applied a discount of $(12% of the order total) to this
order at the time it was placed. We have attempted to reach the customer via email and voice mail on February 15th and 16th to offer an additional $off the order totalThis will bring the total discount to 20% of the order total. At this time, we have not yet heard back from the customer regarding our offer. Once the customer confirms that the discount is accepted, we will process the additional discount. Wayfair does not typically offer discounts for technical difficulties encountered while placing an orderWe did step outside our policy and the customer originally accepted the 12% discount.We have reached out to further apologize and ask that the customer reply to our calls and emails to confirm a resolution acceptance. If the customer has any additional questions or concerns, they may contact *** Sat ***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 We manage millions of products on site and do our best to keep our photos up to date Unfortunately, we pictured the *** *** Sofa with discontinued pillow fabrics
We have confirmed with the supplier that the fabrics have been discontinued and are no longer manufacturedWe have no desire to mislead our customers and regret when these rare errors occur. In an effort to rectify our error, we had provided the customer with alternative fabric options, which we have already fulfilledWe have also changed the photo on our website to reflect the fabric changeIf the customer has any additional questions or concerns she may contact *** ***, at ***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 experienced by *** ***In an effort to rectify the situation we are working with this *** contractor and our finance team to ensure that the check he needs is re-issued. We have requested that the customer provide
us with proof from his bank that the check we sent him was returned unpaidWe also have contacted our finance team to find out the status of his replacement check. We have reached out to the customer to further apologize for the troubleIf the customer has any additional questions or concerns, he may contact *** *** 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 inconvenience this customer has experienced with their orderIt is never our intention to mislead our customers and apologize for our listing error. The customer placed her order for two *** *** 29" Bar Stool with Cushion from our
clearance centerUnfortunately, at the time of the order, the listing showed that the customer was purchasing two sets of two chairsWe apologize for this confusion and are working to improve the clarity of our listings in our clearance sectionThe customer has since been refunded in full for our error. We sincerely apologize for the many difficulties the customer encountered with her order and appreciate her reaching out to us in order for us to get this resolved for herIf the customer should have any additional questions or concerns she may contact *** *** ** ***We hope this information has been 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 # ***..
The customer service organization has just informed me that the headboard was damaged in transit to the distribution facility and that a new headboard has been orderedThis is the 3rd time there has been an issue with a single shipment and the delivery date keeps being extendedIt has now been months and week since the order was placed and I was chargedYour response that new items are being shipped is meaningless and is not an acceptable resolution as I still do not have my order or a definitive delivery date.
Regards,
*** ***