Wayfair, LLC

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 [redacted] Queen Sleeper SofaWe are proud to offer our customer’s a day return policy for items no longer wanted Per our return policy, roundtrip shipping costs are deducted from the customer’s total refundIn the rare event there is an extenuating circumstance we will make an exception to our return policyWe sincerely apologize for the experience that the customer had during the attempted deliveryWe agree the delivery experience is unacceptable and we have addressed this with the parties involvedWe reached out to the customer to further apologize and provided a full refunded for the [redacted] Queen Sleeper SofaIf the customer has any additional questions, she may contact [redacted] at [redacted] We hope this information is helpful in resolving this complaintKind Regards,Wayfair.com

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order We stepped outside of our return policy and arranged a return for full refund for the Signature Design by [redacted] *** We are proud to offer our customers a day return policyPer our return policy, roundtrip shipping costs are deducted from the customer’s total refund In 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 occurWe have reached out to further apologize and offer assistance with her returnIf the customer has any additional questions, she may contact [redacted] at [redacted] We hope this information is helpful in resolving this complaintKind Regards,Wayfair.com

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with her orderThe customer's order for the [redacted] Extendable Dining Table was placed using the Wayfair Credit Card on January 29th Unfortunately, we are not able to resolve any issues regarding interest fees or deferred credit, the customer should contact the credit card company directly [redacted] can be reached at the number 1- [redacted] We have reached out to the customer to further apologizeIf the customer has any further questions or concerns, she may contact [redacted] , at [redacted] 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 is fairly accurate in concerns in reference to complaint # [redacted] I had paid for inside delivery to room of choice and assembly on original order; and so I expected it to be so on the replacement order I am still waiting on shipment information on this replacement dresser I reluctantly decided to accept a replacement dresser because the one I paid for on Nov 6, was lost and never delivered and is now a backordered item until end of March As far as I am concerned my complaint is not resolved until I actually receive a dresser! Keep in mind, I paid in good faith for a dresser on Nov and still do not have a dresser Just having an order placed with Wayfair apparently doesn't mean a thing, nor does being told the order is shipping Until I actually receive something from them, I don't feel this complaint should be closed Regards, [redacted] **

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 replacement and expedited the shipping and delivery.The customer placed her order for the [redacted] by [redacted] Framed Graphic Art on 12/11/At the time of purchase, we provided her with an estimated ship date of 12/13/The customer contacted us on 12/21/to request information on the order and found it had been returned by [redacted] due to damage while in transitWe 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 the customer to further apologize for the frustration caused, and informed her we will be shipping the replacement today 12/22/using [redacted] tracking [redacted] and [redacted] and it should arrive tomorrowIf the customer has any further questions or concerns, she may contact [redacted] , Revdex.com Liaison at [redacted] We hope this information is helpful in resolving the complaint.Kind Regards, [redacted] 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 stepped outside of our return policy and have fully refunded the customer for the return of the Louisa End Table (Quantity 3).The customer placed her order for the Louisa End Tables on 5/05/At the time of purchase, we provided her with an estimated ship date of 5/05/The customer contacted us on 5/25/to request that her 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 costs We have reached out to the customer to further apologize for the frustration caused, and informed her we issued a full refund for the return of the Louisa End TablesIf the customer has any further questions or concerns, she may contact [redacted] , at [redacted] 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 his orderThough our records show the customer's item arrived and was delivered on June 7, 2017, the customer has reported that they did not receive the replacement deliveryWe reached out to the customer to apologize and explain the delay with his order and we are currently working with our freight team for additional information and offer any assistance with his orderWe will proceed to assist and provide any updates as soon as they become availableIf the customer has any additional questions, he may contact [redacted] ***, at [redacted] We hope this information is helpful in resolving the complaint.Best Regards, [redacted] ***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 # [redacted] It is Wayfair's fault that they did not specify their deliver method of using a local delivery company that only delivers Monday through Friday with no deliveries after PM; if they had done so I would have never placed my order with them It is Wayfair's fault that they could not complete the transaction and deliver my order so I would expect a full refund of $but if you look at the attached email that they send me they are only refunding $ I am the injured party in this transaction so they should not be keeping $of my money After all of the hassle they put me though and my trying to work from them I would think they would issue me a full refund for good will Regards, [redacted]

To Whom it May Concern,We are truly sorry for the ongoing difficulty this order has caused our customerThe dining table was delivered on June 28, and minor surface damage to the table leaf was reportedTo resolve this, we've ordered a replacement table leaf that will be shipping as quickly as possibleWe are continuing to work on resolving this situation as efficiently as possible, as this order has been prioritized with our warehouse and carriersIf the customer has additional questions she may continue to contact [redacted] at [redacted] 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 stepped outside of our return policy and will fully refunded the customer for the return of the [redacted] - [redacted] Microfiber Recliner.The customer placed her order for the [redacted] - [redacted] Microfiber Recliner on 12/6/We notified the customer of a back order on 12/12/16, with a new shipping date of on or before 12/14/The customer requested a cancellation on 12/12/due to the back order and the request was sent to our warehouseUnfortunately, at that time, the customer’s order had actually already been packed on the truck for shipment and once an order is packed to be shipped, we are unable to cancel itIn 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 occurWe reached out to the customer to further apologize and offer assistance with her returnIf the customer has any additional questions, she may contact [redacted] at [redacted] We hope this information is helpful in resolving this complaintKind Regards, [redacted] Wayfair.com

To Whom It May Concern,We apologize for the inconvenience this order has caused our customerRegrettably, the customer's order was lost in transit October 20thWe reached out to the customer and ordered a replacement at no additional cost to themThe replacement was shipped out on October 21stIt is estimated to be at the local delivery terminal on October 31stWhen it is received we will reach out to the customer to set up a time for deliveryWe reached out to the customer to further apologize and to facilitate the delivery of this merchandiseIf the customer has any additional questions they may contact [redacted] , at ###-###-####We hope this information is helpful in resolving this complaintKind 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 # [redacted] No one from Wayfair has contacted me about the advertisement nor the re-shipping charge dispute Regards, [redacted] ***

To Whom It May Concern: We sincerely apologize for the inconvenience the customer has been experiencing with his order In an effort to rectify the situation we have ordered a replacement Lodge Futon Frame and Mattress, which was delivered on December 29thThe customer placed an order for the Lodge Futon Frame and Mattress on December 12thThe item was shipped on December 15th and it was delivered on December 19thRegrettably, on December 20th the customer notified us that he did not receive the itemWe 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 receiving their order is unacceptableWe ordered a replacement item on December 20th which was shipped out on December 22nd and delivered on December 29th We apologize that the replacement item did not arrive in time for the customer’s holiday celebration and as a gesture of our heartfelt apology we have provided a 15% promotional code on a future orderWe have reached out to further apologize for the troublesomeness experienceIf the customer has any additional questions or concerns he may contact [redacted] , at [redacted] We hope this information is helpful in resolving the complaintBest Regards, Wayfair.com

To Whom It May Concern,We sincerely apologize for any confusion the customer experienced with the [redacted] Night Guarantee or our Mattress return policyThe customer placed her order for the [redacted] Foam Mattress on October 26, She contacted us on November 3rd stating she found it cheaper on another website and wanted us to match the price or she would return the item.We have informed the customer that Wayfair does not offer a price matching guarantee for outside retailers, nor do we honor outside retailer’s warrantiesWith that being said, both our warranty and the retailers, [redacted] Night Guarantee, cover how satisfied the customer is with the feel or sleep experience on the mattressHowever, the customer would still be responsible for the return shipping costAs previous mentioned our policy states the following: "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."The [redacted] ' 100-Night Money-Back Guarantee states:“If after days you decide that your [redacted] mattress is not for you, you may return it for a full refund of your purchase price as long as any bonus items received with your mattress are returned in new, unopened conditionYou will simply need to box the mattress for shipping and we will arrange for a curbside mattress pickupOnce we receive your mattress, a full refund of the purchase price will be refunded back to you.” They too charge a round trip shipping fee and refund only the purchase price of the mattress.If the customer has any additional questions, she may contact [redacted] at [redacted] We hope this information is helpful in resolving this complaintKind 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 offered to return the items for a full refund The customer reached out to us on March 13th to report damaged for several of her items (*** Bella Dining Table, [redacted] Side Chair, [redacted] Coffee Table , [redacted] Coffee Table ) and inlate June we sent a medic to repair the damagesThe customer has informed us that some of the repairs were not satisfactory and requested replacements on the items as well as a 40% discountRegrettably, we no longer carried the items and are unable to send replacementsFurthermore, we are unable to provide the 40% discount to the customer’s items as we have already provided extensive discounts for the reported and repaired damagesWe have a customer service manager working with the customer and we have offered to have the items returned to us for a full refundIf the customer has any additional questions, she may contact [redacted] at [redacted] We hope this information is helpful in resolving this complaintKind 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 # [redacted] I wanna everything be short and simpleSo far, the only reason for Wayfair decline my request is the opinions from a delivery team of [redacted] Obviously, the delivery team and I are two opposing sides, and we against each other in this caseSO how could Wayfair judge the scratches caused by customer self instead of caused by delivery team based upon the only feedback from the delivery team? This logic is obvious wrong Also, how could Wayfair judged those floor damaged caused myself? [redacted] responded to the first complaint I filed with Vancouver Revdex.com said I deliberately caused those scratches by myself, and described me as a scammer want to set them up and use them for replacing my floorHow dare a company could describe their customer as a scammer without any evidence in order to not take their responsibilityCascada's logic is very clear and horrible hereI already sent a invoice of purchasing another sofa with [redacted] after I returned the sofa bought from Wayfair to prove I was not using [redacted] to do the scam said by [redacted] I wanna ask Wayfair's thoughts about those scratches by myselfHow could Wayfair prove those scratches caused by myself instead of their delivery teamDoes Wayfair has the logic with [redacted] think I am a scammer too? Please answer my question here After discussed this case with an Revdex.com agent, she suggested me to try MassgovI already filed a new compliant with MASS.GOV, and waiting for their response Regards, [redacted] ***

To Whom It May Concern, We sincerely apologize for the inconvenience the customer experienced with his orderThe customer placed his order for the Panama Jack Outdoor - Island Breeze Piece Dining Set on September 12, The customer contacted us on September to notify us that his delivery arrived and was missing the table from the dining setWe promptly ordered an investigation to locate the missing boxUnfortunately, there was a delay with locating and scheduling the missing part for deliveryWe sincerely apologize for the trouble caused and agree the delay with the order is unacceptableA customer service specialist has been working with the customer to resolve the complaintWe confirmed the missing part was delivered on October 6, If the customer has any additional questions he may contact [redacted] at [redacted] We hope this information is helpful in resolving the 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 # [redacted] I have received the full refund as requestedMy only other comment to the business is that that this issue should have been able to be resolved satisfactorily without involving the Revdex.com I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience caused our customerIn an effort to rectify the situation, we are working to ensure the customer’s order is delivered as soon as possible.The customer placed his order on June 2, for the [redacted] - Person Jets [redacted] Spa with LED Waterfall and received an order confirmation with an estimated ship date of June, 28, Regrettably, the spa was listed with the incorrect lead-time of 2-weeks, instead of 3-weeksIn addition, we experienced an unexpected backorder on the item, which pushed the shipping date from June 28, to June 30, We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers and sincerely apologize for any inconvenience caused to our customer.We reached out to the customer to further apologize for the trouble and will be working to ensure delivery as soon as possible and will continue to monitor until deliveryIf the customer has any additional questions he may contact [redacted] at [redacted] 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 customer.The customer placed their order on 10/19/and, due to a system error, experienced multiple pending and voided chargesIt is never our intention for these types of errors to occur and we are working with our finance and engineering teams to prevent this kind of issue from happening in the futureWe have reached out to the customer to further apologize for the frustration caused and are working with our finance team to reverse the remaining pending chargeIf the customer has any further questions or concerns, they may contact [redacted] at [redacted] .Kind Regards, [redacted] ***Wayfair.com