Wayfair, LLC

To Whom It May Concern,We apologize for the inconvenience this order has caused our customer. We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customersRegrettably, the customer's fireplace was delayed at the local delivery terminalIt has
now been scheduled for delivery today, 12/14/17.We reached out to the customer to further apologize and to facilitate the delivery of merchandiseIf the customer has any additional questions they may contact *** *** at ***We hope this information is helpful in resolving this complaint. Kind Regards, *** ***Wayfair.com

Revdex.com:
TThey offered 30% of the new list price which is not a considerable discount if you look at the difference in list price from my order and what it has been changed to.
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 # ***Please add your rejection comments below.
Regards,
*** ***

Revdex.com:
I would like to keep this complaint open until I receive my furniture.
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,
*** *** ***

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 # ***Please add your rejection comments below.
The business is completely mistaken regarding the July complaintThat has nothing to do with this complaint nor was it ever mentioned back thenThe business failed to address or resolved this issue therefore the product was returned
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 have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
I would just like to clarify that the business's response is incorrect At the time I called to let Wayfair know of the problem with my order there was another clearance cabinet in stock I sent a screen print of the page advertising that cabinet to the person in customer support, however They made no effort to replace that item with the "miscoded" item that I ordered I believe that is because they did not want to honor the original price I paid By the time this made its way through the Revdex.com process that cabinet was also sold but it is absolutely incorrect when Wayfair states that there were no other cabinets that met my requirements at the time the problem was identified. The replacement cabinets offered by Wayfair were only offered after the complaint was made to the Revdex.com and were nothing like the style of the cabinet I ordered I don't truly believe that I will ever make any additional progress in getting Wayfair to honor this transaction, however I also will not allow Wayfair to alter the facts in order to close this case and maintain what I feel is a misleading Revdex.com score. Regards,*** ***
Regards,
*** ***

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 their reclining sofa. 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 4/18/the customer notified us that the sofa he ordered and received was smaller than he expectedRegrettably, the defect issue was not properly addressedWe understand the customer's situation and agree we should have certainly taken appropriate action once the issue was reported.We have reached out to the customer to further apologize for the trouble and assist him in regard to the 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

To Whom It May Concern,We sincerely apologize for the further inconvenience this order has caused our customer.While we do our best to provide the most accurate delivery estimates when an order is submitted, we cannot guarantee our delivery dates due to delays that can occur in rare circumstancesThe item was shipped on October 2, via our large parcel carrier and is in transit to the customer's local delivery agentRegrettably, there have been further delays in shipmentWe are working closely with our freight team to confirm the status of the shipment and to ensure the item is delivered as quickly as possible. We have provided a discount on the customer's order as a gesture of our apologies for the delays and we have offered to process a return with a full refund if the customer is no longer willing to wait for the item. 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 her orderWe stepped outside of our policy and have split the return shipping costs with the customer by refunding partial to their original payment method and the remaining to store credit. 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 itemsAdditionally, per our return policy, return 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 policy. The customer requested to return the chairs (qty8) on April 6, as one had been opened and determined to be defectiveA full refund was provided for the defective chair instead of a replacement and a return per our return policy was provided for the unopened quantity We understand the customer’s situation and agree we should have certainly stepped outside of our 30-day policy in this instance.We reached out to the customer to further apologize and have split the return shipping costs with the customer by refunding partial to their original payment method and the remaining to store credit. If the customer has any additional questions, she may contact *** ***, at ***We hope this information is helpful in resolving the complaint.Kind RegardsWayfair.com

To Whom It May Concern, We sincerely apologize for the trouble the customer experienced with his orderThe customer's order for the *** *** *** has been cancelled and his 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 informationRegrettably, when the customer placed his order for the *** *** ***, the item was listed as in stock, but we later received notice from our supplier that they had mistakenly listed this as available when in fact it was out of stock with no restock dateWe have no desire to mislead our customers and regret when confusion like this occursWe sincerely apologize for any inconvenience.We have reached out to the customer to further apologize and offer a discount off a future purchaseIf the customer has any further questions or concerns, he may contact *** *** at ###-###-####We hope this information is helpful in resolving this complaint.Kind Regards,Wayfair

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with her orderIn an effort to rectify the situation, we are sending additional bar stools to the customer.We strive to ensure our product listings are correct with the most up to date information and
have no desire to mislead our customersRegrettably, at the time the customer placed her order for the Gathering 24" Bar Stools on May 30, the listing was set up as (set of 2), which is only a set of bar stoolsWe sincerely apologize for any confusion and have updated the listing to further clarify the number of stools. We reached out to further apologize and have ordered more bar stools at no additional costIf 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

To Whom It May Concern,We are very sorry for the inconvenience our customer has experienced with her Wayfair ordersIn an effort to rectify the situation, we have issued a full refund for the order.We strive for excellence on every order and work to ensure that we provide the highest quality
customer service with efficient and easy resolutionsOn August 11th, our customer notified us that her set of coasters was missing from the boxIn order to provide the best resolution, we requested additional information to determine how this occurred as we take issues like these very seriously. We understand the customer’s situation and agree that receiving an empty box is unacceptableDue to this issue happening two other times with the customer's account, we recommend that they file a claim with FedEx in addition to a police report. We have reached out to the customer to further apologize for the experience and will be happy to assist in providing all necessary information to file the claim and police reportIf 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 # ***Please add your rejection comments below.
Still waiting on delivery until the couch is delivered the complaint cannot be 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 stepped outside of our return policy and have fully refunded the customer. The customer placed her order for the *** Sofa on 2/09/At the
time of purchase, we provided her with an estimated ship date of 2/18/The customer contacted us on 3/01/to return the *** Sofa as it did not fit through the doorIf a customer is no longer interested in the item, they are welcome to return the item and would be responsible for return shipping costsWe understand the customer’s situation and as a one-time courtesy we waived the return shipping costsWe have reached out to the customer to further apologize for the frustration caused, and informed her we issued a full refundIf the customer has any further questions or concerns, 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 orderIn an effort to rectify our error, we offered to provide the customer a discount on a similar item.We unfortunately encountered a pricing error with the ** *** - *** Piece Seating Group with Cushions, 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)“ (***).We have reached out to the customer to further apologize and have offered to sell her some alternative items for the original price she paidIf 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 are very sorry for the inconvenience our customer has experienced with her Wayfair orderIn an effort to rectify the situation we have offered to place an order for six chairs at no additional cost to the customer.We strive for excellence on every order and work to ensure
that we provide the most up to date and accurate information on our site for each of our productsRegrettably, we experienced a listing error that indicated that the dining table came with six chairs; however, our customer's order was priced and processed for the dining table onlyWe sincerely apologize for any inconvenience caused to our customer and have updated our site listing. We have reached out to the customer to further apologize for the experience and we have offered to place an order for six chairs at no additional cost to the customerWe are awaiting the customer’s confirmation on which type of chairs she would like (either side or counter).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

To Whom It May Concern,We sincerely apologize for the inconvenience and frustration the customer experienced. The customer placed an order with us on 6/1/in the amount of $for a *** Loveseat (qty2), Coffee Table, and Arm Chair (qty2)The customer was charged $to ***
*** on 6/17/and $to *** *** on 6/22/The customer was then refunded $to *** *** on 6/23/as the *** Arm Chair (qty2) was cancelled at the request of the customer due to the backorder. In rare events, such as this, if the expired pending charge has not fallen off the customer’s account when the new authorization is applied it might cause payment issuesIt is never our intention for a troubling experience regarding payment to occurWe agree that this experience is unacceptable and are working to prevent similar occurrences from happening in the future.We have reached out to further apologize and provided the customer with a $gift card to use on a future purchase with usIf the customer has any additional questions or concerns, she may contact Breanna Hart at ###-###-####We hope this information is helpful in resolving the complaint.Kind Regards, Wayfair.com

Revdex.com:The business was in the end able to honor my purchase and close the complaint. They found another clearance cabinet and provided it for the same cost as the original purchase. I received the order today and all is in good order
I feel that the business has cleared the complaint and provided the service I requested
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 # ***Please add your rejection comments below.
Regards,
*** ***

To Whom It May Concern, We apologize for the inconvenience the customer experienced with their orderThe customer reported their hardwood floors being damaged during the delivery of a sofa on November 16, We instructed the customer to file an insurance claim with our delivery partnerWayfair takes issues such as this very seriously; we only work with licensed and insured delivery companies should a rare event such as this occurOur delivery partner has determined they are not responsible for the hardwood floor damages and has denied the customer's claim Wayfair conducted our own, independent review of the photographs, statements provided via email and over the phone, and a video of the property damageWe determined the property damage reported by the customer is not our responsibility and no further action will be taken by WayfairWe sent a technician to review the hardwood floor damage to determine if it could be repaired without replacing the entire floor as a courtesy for being a loyal customer, even though Wayfair is not responsible for the damage to the hardwood floorSince the hardwood floor cannot be repaired and needs to be fully replaced, the customer is responsible for paying for the floor replacement as we are not responsible for the reported property damageWe reached out to the customer to further apologize and as a gesture of our apologizes have provided a discount on the customer's orderIf the customer has any additional questions, they may contact *** *at ***-We hope this information is helpful in resolving this complaint.Kind Regards, Wayfair.Com