Wayfair, LLC

To Whom This May Concern, We sincerely apologize for the frustration the customer is experiencing in receiving their refundWe have escalated this internally to managers of our finance team to resolve this error.We are currently working with our teams to resolve this error and will continue to follow up with the customer as new information is provided. We have reached out to the customer to express our apologies and explain the situationIf they customer has any additional 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 sincerely apologize for the trouble the customer experienced with her order. When purchasing with Wayfair using a credit card, Wayfair does not charge the card until the order has shippedWhen there are multiple products associated with the order, the
payment/authorizations can be split up according to when the items ship to avoid charging the customer for items that they may not receive for an extended amount of time.The customer placed their order for two separate items on December 30, 2017, at which time, a pending authorization was put on their card for the full amount of On January 2, 2018, we charged the customer $for two out of the three items ordered and the charge of $was reversedOn January 17, 2018, we charged the customer the remaining $for the third item ordered.We have reached out to the customer to further apologize for any confusion that this may have causedIf 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 his order. The customer placed his order for the Amalfi sofa on September 12, While we handle standard returns, defects, and damage issues within days of delivery and are happy to order replacements
parts or units, or offer a full refund for damaged or defective items during this time, the customer purchased a *** *** Year Protection Plan from usRegrettably, a resolution could not be reached under the *** *** protection plan We understand the customer's situation and are happy to offer our assistance. We reached out to the customer to further apologize and have offered to assist in either replacing or providing a refund the defective pieceIf 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 has been experiencing with her order In an effort to rectify the situation, we have refunded the remaining additional shipping charge on the customer’s order.The customer placed an order for two Baybrin End
Tables on January 1, On January 9, the customer notify us that she qualified for free shipping but was charged shipping costs and as a courtesy for any confusion, our service representative refunded half of the additional shipping chargeWhile we offer many items with free shipping, some items will have additional shipping charges due to the size or nature as they must ship via a truck freight serviceIn the event an item does have additional shipping charges it is indicated on the product listing prior to purchase and is available to review before completing the check-out processWe have no desire to mislead our customers and sincerely apologize for any confusion.We have reached out to further apologize for the troublesomeness experience and have made a one-time exception by refunding the customer in full for the additional shipping chargeIf 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 apologize for the inconvenience the customer experienced with her orderIn an effort to rectify the situation, we have ordered a full replacement and upgraded the delivery service, as well as provided a discount for the inconvenience. 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 January 2, the customer notified us that the *** ***- *** Sectional she ordered and received was difficult to assemble and was missing partsWe quickly ordered replacement parts, however, our warehouse was unable to provide any parts and we deemed the item as defectiveWe have ordered a replacement unit and upgraded the delivery serviceThe replacement is estimated to arrive to the local area January 16, 2017.Regrettably, the defect issue was not properly addressedWe understand the customer's situation and agree we certainly should have provided her with a replacement unit when the issue was first reported. 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 sincerely apologize for the inconvenience the customer experienced with her order. The customer placed their order for the Mikaela Sofa and Love seat set on August 8, The items shipped on 8/15/ We strive to ensure that all orders are successfully
filled and delivered to the satisfaction of our customersRegrettably, the customer's order has been deemed Lost in TransitWe initiated a dock search to find the lost merchandise and agree the delay with the customer's order is unacceptableThe customer's Mikaela Sofa and Love seat set was not found and they have been fully refunded.We have reached out to the customer to further apologize for the frustration caused and have offered to provide a discount on a future order as a gesture of our apologiesIf 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 are very sorry for the trouble the customer experienced on her order As requested by the customer on 07/17/15, her order for the Audrey Drawer Dresser was cancelled and a full refund of $was issued. We work hard to provide accurate shipping and
delivery estimates and it is never our intention for an order to be delayedWe agree the delay and lack of information regarding the status of the order is unacceptable. A member of our specialized service team reached out to the customer to further apologize and to provide a gift card to use towards a future purchase. If 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

If Wayfair admitted that this was a mistake to list a single piece of simple desk as a L-shaped computer desk with three drawers and key board pullout, instead of a full refund, the customer should be offered a L-shaped computer desk with three drawers and key board pullout as advertisedIf the misleading listing was a "mistake", and having me to pay for the return shipping cost was another "mistake", who should pay for all these "mistakes"? I would rather not to receive the refundI would like the L-shaped computer desk as advertised and listed.
Regards, *** ***

To Whom It May Concern,We sincerely apologize for the inconvenience caused to the customer.The customer placed her order on 6/20/for the Zipcode Design - Reyna Upholstered Platform BedUnfortunately, we experienced an unexpected back-order on the item and pushed the shipping date from 8/to
8/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.We work hard to provide accurate shipping and delivery estimates and we sincerely apologize when an item is back-ordered without prior noticeOn 9/the customer called into our general service queue and was told that the bed was placed on another back-order for several weeks. We have reached out to the customer to provide an alternative solutionWe have cancelled the original bed and placed a new order for a different bedThe new bed is expected to be delivered by Thursday September 15th.If 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 not satisfy or resolve my issues and/or concerns in reference to complaint # ***I was charged twice, charged $in cancellation fees from the GC for postponing the floor install due to Wayfair not knowing what happened to it and ultimately shipping several weeks lateNot acceptable.
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.
After being told that I would have to pay a portion of the return and that there was no exchange program, I cut he shade to fit my window and mounted itAs I said before, I did not like the choices I was faced with and will NEVER shop with wayfair againIf they had better choices for customers, they would not have to bend their policy for meIn my opinion, Wayfair needs to fix what's broken
Regards,
*** ***

To Whom It May Concern,We sincerely 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 agreed to return the *** Arm Chair and *** Storage Ottoman, and will be providing a full refund
to the customer upon return of the items.The customer placed her order for the Wholesale Interiors - *** Arm Chair and the *** - *** Upholstered Storage Ottoman on Nov6, which was delivered on Nov8, Customer contacted us through her account on Jan18, requesting a return, as the chair no longer fit her needsWe are proud to offer our customer’s a day return policyPer our return policy, items need to be in new, unused condition with original packagingWe set up the return however, the customer stated she no longer had the packaging.We reached out to further apologize for the frustration caused and are amicably working together on a solution regarding packaging, in order to have the items returnedIf 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 the customer experienced with her orderIn an effort to rectify our error, we have ordered a replacement for the missing area rug.The customer placed her order for the *** - *** Pink Area Rug on July 19, which was
estimated to arrive on July 26, The customer contacted us on August 3, to notify us that her tracking showed no movementWe promptly ordered a search at our warehouseUnfortunately, we were notified the order was lost in transitWe sincerely apologize for the trouble caused and agree the delay with the order is unacceptableWe have ordered a replacement rug which was shipped on Aug4thAnd estimated to arrive August 9, 2017.We reached out to further apologize for the trouble and will continue working with the customerIf 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 apologize for the inconvenience the customer experienced with her orderIn an effort to rectify our error, we offered a discount of a future order Unfortunately our supplier encountered a pricing error on the *** - Nadine RugDue to the error, all
affected orders were cancelled or returned in transitOur customer service team was not made aware of this error and was not able to outreach and properly to the customer until nowWe truly regret when these infrequent errors occur and are making all efforts to avoid a similar situation from happening in the futureWe have processed the return and have given the customer a full refund which they should see in to business days. We reached out to the customer to apologize and offered a 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

To Whom it May ConcernWe apologize for the additional inconvenience the customer is experiencing regarding her Wayfair account.The customer has ordered four reclining chairs from us within the past year, and all four reclining chairs have been reported defectiveDue to this being a rare occurrence with any of our customers, we are taking the time to thoroughly investigate the matter in an effort to locate the core issueWayfair takes issues such as this very seriously as we never want our customers to receive defective merchandiseWe have informed the customer that while we are looking into this matter further, we will not be processing any new orders for a reclining chair under her account to avoid any future issues.We have reached out to the customer to further apologize and we are happy to continue working with the customer toward a reasonable resolution upon receiving more information regarding the productIf 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 for *** Home Co - Chestnut *** Reclining Sofa and Recliner on February 26, The customer contacted us on April 12, to notify us that the recliner had not arrivedWe promptly ordered a replacement per his requestUnfortunately, we experienced an unexpected backorder on the item and pushed the shipping date from 5/to 6/and the customer was notified of this delayWe 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.A customer service manager has been working with the customer to ensure the item was delivered on June and was provided a significant discount for their time and troubleThis delivery was set up for Outside Front Door Drop Off which does not necessitate the customer being home for delivery, however the customer chose to do so. If the customer has any additional questions or concerns, he 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 frustration the customer experienced with their refund.As of today, December 14, we have verified that the customers full refund has been processed back to their ***.If the customer has any additional questions or concerns, they may contact *** Mat ***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 the Crossroads Cotton Throw Pillows and the Cheetah Indoor/Outdoor Throw Pillows at the original total cost of
$37.00. We unfortunately encountered a pricing error with both of these pillows, 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 to the customer to apologize and offered a discount off a future purchase, as well as honoring the incorrect price in this caseIf the customer has 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 sincerely apologize for the inconvenience caused to the customer.The customer placed his order on 12/10/for the Cleveland Upholstered HeadboardAt time of purchase, the item was estimated to ship on 12/11/Unfortunately, we experienced an unexpected delay in
shipping which pushed the shipping date back to 12/17/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.We reached out to the customer to apologize for the delay and confirmed the item was received on 12/in good conditionIf the customer has any additional questions or concerns, he 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 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 *** Ivory/Gray Area Rug (9'10' x 14'), 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 have reached out to the customer to further apologizeIf 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