Wayfair, LLC

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 $on July 7th,2017. We handle any reported product issues within days of delivery, and we do not hold our customers
financially responsible for the return of a damaged/defective/used itemOn July 6th, the customer notified us that the Charcoal Hibachi Grill she ordered and received had clear signs of being previously usedOn July 10th we issued a full refund for the defective/used item she receivedRegrettably, this was due to mix up that occurred with our manufacturer, as we do not sell merchandise that has been used or compromised in any wayWe understand the customer's frustration and agree that she should have never received a product in that condition. 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

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 defective sofa in the amount of $519.28. 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 July 16th,the customer notified us that the sofa and loveseat he ordered and received in January were cracking and the cushions were flattenedWe ordered a replacement loveseat for the customer and hired a technician to address the damage on the sofaUnfortunately, the cushions on the sofa were not able to be fixed and we offered a $discount for the defectWe spoke with the customer today and agreed to provide a full refund for the sofa. 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 our customer has experienced with his ordersIn an effort to rectify the situation, we have provided a full refund for the tiles ordered.The customer placed an order for two cartons of New Blendz 1" x 1" Glass Mosaic Tile in
Vanilla Bean on April 8, The customer notified us on April 13, that he received less than half of what was orderedRegrettably, it was discovered that we experienced listing error as the mosaic tile was incorrectly pricedAs a result we were unable to full the customer’s order and provided a full refundWe sincerely apologize for our error and agree additional steps should have been taken to resolve the situation for our customer when he contacted us.We have reached out to the customer to further apologize and have provided a gift card to use on a future purchaseIf 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 the customer experienced with her order. The customer placed her order for a Noci Design -Upholstered Platform Bed on August 1, The customer contacted us on August 14,to notify us that her delivery arrived and
was missing the hardware packWe promptly ordered the customer a replacement part to be shippedUnfortunately, there was a delay with shipping the missing partWe sincerely apologize for the trouble caused and agree the delay with the order is unacceptable. A customer service specialist has been working with the customer to resolve the complaintIf 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. We unfortunately encountered a pricing error with the Shag Rug, 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-privacy).We reached out again to the customer to apologize and offered a discount off a future purchase or a substitute rug for a comparable priceIf the customers have any additional questions or concerns she 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 #***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 the customer experienced with his order. The customer placed his order for the *** - 36" *** Island Range Hoodon on December 09, The customer attempted to cancel the order on December 10, 2016, but we were
unable to cancel the order at this time as it had already been prepped for shipmentThe order shipped on December 12, via *** Tracking #*** and was delivered on December 15, 2016. On January 21, *** alerted us that the customer had marked this transaction as unauthorized and fraudulent, we responded to the *** dispute with the tracking details of the order as per ***'s request for informationMarch 07, was first time the customer reported that he had never received the range hood, despite ***'s proof of deliveryOn March 26, we agreed to issue a full refund on behalf of the customer*** assisted with the refund due to the active dispute against the transaction and processed it under Transaction ID #*** for a total amount of $327.99If the customer has any additional questions 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 are very sorry for the trouble the customer experienced on her order As requested by the customer on 06/26/15, her order for six cartons of *** Slate Porcelain Glazed tile was fully refunded.We work hard to provide accurate shipping and delivery estimates and
we sincerely apologize for the frustration the customer experienced with this order Originally this order was scheduled to ship on May 20th, but due to multiple carrier delays the order was never picked up. We reached out to the customer to further apologize for the troubleIf the customer has any additional questions or concerns she may contact *** ***, at ***We hope this information is helpful in resolving this complaint.Best Regards, *** ***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 fully refunded the customer on June 3, 2017.The customer placed her order for the *** *** Rocker Recliner on April 20,
Unfortunately, our delivery information was listed incorrectly, showing the item was delivered on May 23, The customer contacted us on May 24, informing us the item had not arrivedWe strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers on time and we agree that the delay with the customer's order is unacceptable.A customer service manager has worked with the customer to ensure they receive their full refundIf 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 sincerely apologize for the trouble the customer experienced with her orderIn an effort to rectify our error, we have shipped the base of the island to the customer at no additional cost.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 *** - Kitchen Island Top, the item was listed as the full kitchen island, when in fact it was priced and sold as the top onlyWe sincerely apologize for any inconvenience our error caused to the customer and have updated our listing to accurately show the correct information. 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 her orderIn an effort to rectify our error, we offered a 40% discount off the *** Dining Table. We unfortunately encountered a pricing error with *** Dining Table, 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 future. We reached out to the customer to apologize and offered the table at a 40% discount when it becomes availableIf the customers have any additional 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 his orderIn an effort to rectify the situation, we have provided a significant discount to keep the item on 8/23/17. We handle standard returns, defects, and damage issues within days of delivery
During this time, we are happy to order replacement parts or units or offer a full or partial refund for damaged or defective itemsWhen the customer contacted Wayfair we had an influx in our call volume which led to an extended hold timeWe understand the customer's situation and have provided a partial refund and extended our sincerest apologies for the damaged product and delayed service he received. If the customer has any additional questions, they 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 miscommunication regarding her refund for the return of the *** Area Rug. At this time, the rug has been fully refunded back to the gift card code the customer originally used to purchase the itemWe have applied the gift card code to her
account and the funds are available for use on a future purchase. We reached out to the customer to further apologize and assure her the funds are available on her accountIf 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 his orderIn an effort to rectify the situation, we fully refunded the customer $1,CAD.The customer placed his order for the *** *** *** ***At the time of purchase, we provided him
with an estimated ship date of 1/30/The customer contacted us on 1/25/to request that his order be cancelledUnfortunately, at that the time, the customer's order has already shipped and once an order is shipped, we are unable to cancel itIf a customer is no longer interested in the item, they are welcome to return the item and would be responsible for return shipping costsThe customer received the items and reported they were defective, and full refunds in the amount of $602.87, $352.12, and $were issued to the customer.We have reached out to the customer to further apologize for the frustration caused, and informed him we issued a full refundIf the customer has any further questions or concerns, he may contact *** ***, Revdex.com Liaison at ***We hope this information is helpful in resolving the 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,
*** ***

To Whom It May Concern,We sincerely apologize for the frustration the customer experienced with his account.On September 12th, the customer notified us that a fraudulent order had been placed on his accountWe promptly froze the account in our system and advised the customer to contact her
bank to report the fraudulent chargeOur customer's security is very important to us and we are continuously increasing our security measuresAfter speaking to the customer, we have deleted his account and removed all of his personal information from our systems.If the customer has any additional questions or concerns, she may contact ***, at ***We hope this information is helpful in resolving the 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 # ***..
Hello Wayfair team,Thank you very much for the replyThe reason why I want to file this compliant to Wayfair is instructed by another Revdex.com agent who helped me dealing with the previous compliant with *** distribution Inc, the delivery companyThe agent said I should file a complaint with a company I had the contact withI have a contact with Wayfair instead of *** so I need try againFirst of all, the delivery team from *** and I are on the opposing side, we against each other so the decision from *** can't be taken into accountAlso, I have told everything happened on the night of Nov 16, to one staff called *** * of Wayfair team and one Revdex.com agent called ***, they both agreed this case could not be judged only upon the respond from delivery teamHence, Wayfair representative *** asked me to consult a local floor contact to get a quote for repairing the scratches on my floor, and I contact one company called *** flooring to proceed this case, and they said this floor could not be repaired since the original floor model is missing*** flooring gave the only option for this case is replacing the whole floorBut *** said Wayfair decided to decline the option for replacing my floor because the quote is very expensive, and *** contacted me see if Wayfair could hire a floor expert company help me to repair the floorSince I and *** had a very good communication during the whole processing, I accept this option to let Wayfair help me to select a company to repair the damaged floorThen, a technician *** from a company called *** *** hired by Wayfair came into my house to view the damaged floor, he finally gave the report to Wayfair that he can't do this job since those scratches are too difficult to repair, and the outcome of repair would even be worse than current visionFrom my understanding, *** confirm the opinion from *** flooring that the only option for repair this damaged floor is replacement instead of repairTo be summary, the Wayfair representative *** also admit there is possibilities that the delivery team could be wrong so he took the action to request the quote from me, and hire *** *** to start repair option after the Wayfair denied the quote for replacementHowever, in this case the replacement is the only option, I so curious about why Wayfair doesn't accept the option for replacement although their behaviour proved they also trust the delivery team might be wrong, and they already knew the only option for this case is replacementSecondly, the reputation and review of the delivery company *** are very badI've already sent lots of negative Google reviews for *** to *** and ***If it is necessary, I could send the copy of reviews again to prove this company is not a good company and lacking professionalismIn my another complaint with ***, they even describe I am a scammer who deliberately purchased a sofa and caused this case happened, and they said I want to use them to replace the floor*** and *** got all evidences about what I saidAlso, this company is permanently closed on Google search and deleted all the negative reviews about themIn conclusion, I want to ask how could Wayfair described their pattern is 'a licensed and insured delivery companies should a rare event such as this occur' based upon so many bad reviews, and *** described their customer is a scammer without any evidences?Thirdly, the discount offered by Wayfair is only the return delivery feeThe evidence to prove the discount was not related with this complaint is I contacted Wayfair on Nov 17, 2017, the second day of the case happened, and told them about that, a Wafair staff felt very sorry about the experiences I got so they directly decided to give that discountThis thing happened before I file the claim with *** in December last yearHence, I understand this discount is not related with this caseThis complaint is about I want to file a complaint why Wayfair doesn't accept the option for replacing my floor after they got the report from *** *** said repair can't be offered for this caseActually, the action for waving the return delivery fee is also an evidence to prove Wayfair admitted the scratches caused by *** other than myself.Finally, I sincerely hope Wayfair could take their responsibility for helping me replacing my floor because this is the only option for this case, and Wayfair already known the whole story between me and *** through ***I hope we could solve the issue via Revdex.com, otherwise I decide to use BC small court claim to continue my seeking.Regards,***
*** ***

To Whom It May Concern, We sincerely apologize for the inconvenience the customer experienced with his orderIn order to rectify the situation we have ordered the customer a replacement Wall Panel with Food Swivel Panel.The customer placed an order for the Ultimate Expanded Metal Yard Kennel
on November 24, The customer contacted us on December 23, to notify us that the delivery arrived and was missing a wall panel with a food swivelWe 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 have reached out to further apologize and have ordered the replacement partIn addition, we will wait to collect payment for the Ultimate Expanded Metal Yard Kennel once the replacement part has been deliveredIf the customer has any additional questions 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 their order, and any confusion this may have causedAlthough we do reserve to cancel an order, it is never our intention to cancel orders due to listing errors.We apologize for the misunderstanding regarding the $discountAs a resolution we offered these tables at $each, however we are more than happy to apply a $discount to the customer’s order should they purchase two of these tables at the correct list price which would bring the total for two tables to $179.90.If the customer has any additional questions or concerns they 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 trouble the customer experienced with her orderThe customer’s order has been cancelled and her pending charge of $has been voided.We unfortunately encountered a pricing error with the 36” Griddle Gas Grill Cooking Station , and as a
result the customer’s order was cancelled and all pending charges reversedWe truly regret when these 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-privacy).We reached out to the customer on May 18th, to apologize and offered a 15% discount off a future purchaseIf the customers have any additional questions or concerns she may contact *** ***, at ###-###-####We hope this information is helpful in resolving this complaint.Kind Regards,Wayfair.com