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 provided the customer a discount to keep the crib as is. We do our best to list our products accurately on our website and we apologized for the
confusionThe *** *** -Convertible Crib is manufactured in Vietnam to be made with poplar wood from North CarolinaWe understand how this information could be confusing as to the country of origin.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 are very sorry for the trouble the customer experienced on their orderOn March 6th, 2018, the customer placed their order for the *** *** - *** Ultra Light Weight Upright Vacuum CleanerUpon going through Wayfair's order processing, the information raised some
concern causing us to mark this as potential fraud.Wayfair's fraud check is a rigorous process that is in place with the main goal of protecting our customers and their personal informationWe check orders for any suspicious or incorrect informationIf we cannot verify the authenticity of the information provided, Wayfair reserves the right to cancel any order at any time to ensure only valid orders are processed and shipped.After further investigation, all information was able to be verified and the customer was given the all clear to place future ordersWe reached out to the customer to further apologize for the trouble and to assist in placing a new order which has successfully been processedIf the customer has any additional questions or concerns they may contact *** *** at *** We hope this information is helpful in resolving this 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 # ***Please add your rejection comments below.
[If you are rejecting the business's response please enter your rejection comments here.]
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 will reject the the response until I actually see the refund on my credit cardI do not want this to be resolved until I actually see my money backOnce I get my money back then I will close this complaint but I got promised by the customer service that I would receive my money since last week but I still haven’t see that refund yet. ]
Regards,
*** ***

To Whom It May Concern,We sincerely apologize for the inconvenience caused to the customer.The customer placed their order on 07/17/for the *** Metal BedRegrettably, we experienced a mis-shipment on the item and the customer was delivered a coffee table insteadAfter a replacement unit
was ordered by our customer service team, the *** Metal Bed was unexpectedly placed on back-order until 08/28/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 noticeIn an effort to resolve this matter, we have reached out to our warehouse to ensure there isn't any inventory that was overlookedIf we find any overlooked inventory we will order a replacement and provide new shipping information, otherwise we will assist them in finding something similar that is currently in stock.We are happy to work with the customer towards a reasonable resolution and I will remain the customers primary point of contactIf the customer has any additional questions or concerns, they may contact *** ***, Revdex.com Liaison at ***We hope this information is 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 satisfy my issues and/or concerns in reference to complaint #***. 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,
*** ***

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 # ***
.]Wayfair was unable to send me a box to return the boxspring and mattressI reached out to them several times regarding this*** would not accept the return without the mattress and boxspring in a boxI purchased a brand new item; for them to say that the tears were "neglibile" is absurd. After going back and forth with them for months, I had to purchase a new boxspring and mattress (which I do have the receipt for)I threw away the damaged boxspring and mattress
Regards,
*** ***

To Whom It May Concern,We are very sorry for the trouble the customer experienced on their orderAs requested by the customer on 9/12/17, their order for *** Sectional and Five Year Protection Plan was returned and the customer has been fully refunded.We are proud to offer our customer’s a
day return policyPer our return policy, 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 policyOn 09/11/17, the customer was notified by the delivery team that their order would not be delivered for approximately another ten days due to her location in relation to the delivery agent's terminalWe work hard to provide accurate shipping and delivery estimates and we sincerely apologize when an item does not arrive as expectedWe 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 for the trouble and provided a return for a full refund as well as a coupon towards their next purchaseIf the 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 apologize for the inconvenience the customer experienced with her orderWe stepped outside of our return policy and refund the customer in full for the *** *** - Sweet Heart Drawer Chests. 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 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 the situation, we fully refunded the customer on February 22, 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 February 15, the customer notified us that the *** *** - Motion Reclining Sectional she ordered and received was defectiveRegrettably, the defect issue was not properly addressed since the customer was outside our day window to report such incidentsWe understand the customer's situation and agree we should have certainly stepped outside of our day policy in this instanceThe quality of the item was not acceptable, and we have issued a full refund because of this. 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 has experienced with her order. The customer placed her order for the Adjustable Height Bar Stools through the *** MarketplaceUnfortunately, we experienced a listing error which indicated that the item was for
a set of twoWe are very sorry for our error and for the inconvenience this causedWhen an error such as this is discovered Wayfair reserves the right to correct the error and revoke any stated offerPer our standard policy, our service representatives offered a full refund to return the two barstools the customer receivedWhile this is our policy, we never intend to mislead our customers and want to make every effort to resolve the issue in the customer’s favor. As a courtesy we have since followed up with the customer and offered either the two other bar stools at no addition cost or a 50% refund on the order totalThe customer chose the 50% refund which we have processed to her original payment method with ***The customer has agreed to this refund and is aware of the 3-business day processing time frame. If the customer should have any additional questions or concerns she may contact *** *** at ***We hope this information has been helpful in resolving the complaint.Best 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 for *** Piece Dining Set on August 4, The customer contacted Wayfair on August 24, to notify us that their delivery arrived and was
missing a part of the benchWe promptly ordered the customer replacement parts to be shippedUnfortunately, there was a mwhich caused a delay and the wrong parts to be sent to the customerWe sincerely apologize for the trouble caused and agree the delay with their order is unacceptable. A customer service manager has been working with the customer to ensure the delivery of the correct replacementWe have placed an order for the replacement bench to be sent to the customer and confirmed that it will ship by October 13, 2017.If the customer has any additional questions they 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.
I understand that the product that was ordered is on backorder. It is good that the response by Wayfair is consistent whereas previously, with each contact, I was told something different each time. However, payment has been processed for the item and I would like to receive it. According to the Wayfair website, I am supposed to receive the order on or before 7/7/16. Today is 7/5/and I have not received shipping confirmation so I am very doubtful that I will receive my order on the 7th. Are these dates on the website supported by real information or are they just arbitrary? It just seems like, from a customer perspective, that the Wayfair website dates are misleading
Regards,
*** ***

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her orderIn an effort to rectify the situation, we have provided a full refund to the customer. The customer contacted us on July 15, requesting a return, at which time we processed the order for a
return and emailed the customer with the return instructionsIncluded in the instructions is a request for the customer to reply back to Wayfair with the carrier and tracking information so we can confirm when the item is back at our warehouseAccording to our records, this information was never provided so the refund was delayed. As a one-time courtesy we have gone ahead and issued a full refund for the ottomanIf 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

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 # ***
We received notice from the Revdex.com that this complaint had been settled and *** ***, my spouse, called and spoke to a representative and very firmly told her nothing has been settled and how dare you close this case without our permission. This is the same letter Wayfair sent in December 10/they put Revdex.com off just like they do the customerWe have tried to contact *** *** at *** several times and have not received a solution to our problem. My spouse, *** ***, left several messages from December 20th, through December 26th and finally spoke with *** on the 27thInformation was e-mailed to *** and pictures were sent. Since then, no solution has been offered; only request for more information, which has been supplied. ***'s last contact from *** was through e-mail, January 7th, and we have heard nothing as of today 11/12/18.We have been dealing with this matter for over a year, mostly waiting for Wayfair to get back with us and they don't. We had to purchase another recliner because Wayfairs recliner hurt my spouse's back enough for her to see her doctor.I became so disgusded with Wayfair, I paid the final bill, cut up their card, included a picture of the recliner and sent *** Bank, that handled the card, notice that I would do no further business with Wayfair
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 sent Wayfair the picture of the product with the price that was on the websiteIf you can change your pricing at anytime, how is that fair to the consumerI saw the item and when you notified me that the item was back it was at a very high price, which I didn't understand how you could mark the item up that muchI felt like Wayfair has the bait and switch ability because you say you can change your pricing at your convenience.
Regards,
*** ***

To Whom It May Concern,We apologize for the inconvenience this order has caused our customerWe have called and discussed the charges with the customer and apologized for any confusionWe will continue to discuss any additional questions with the customer directly.When this order was placed on Decwe marked a pending charge on the Wayfair Credit CardWe then settled the charge on the customer's card on Dec 22, when the Sofa ShippedDelivery was within days of the charge being settled, as this order was delivered on Jan20, No interest charges were charged before the item was delivered.As this customer received their product and a Credit Card promotion only valid on standard interest purchasesAll interest charges after this are valid and part of the cardholder's agreementDetails regarding the card payments can be discussed by calling our Credit Card Team.If the customer has any additional questions regarding their order or product they may contact *** ***, at ***We hope this information is helpful in resolving this complaint. Kind Regards,*** ***Wayfair.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 her order. The customer placed her order for Belle Piece Deep Seating Group with Cushion on August 2, Regrettably, part of her sectional had been lost in transitWe promptly ordered the
missing piece with expedited shipping to resolve the complaintWe understand the customer’s situation and agree the delay with the order is unacceptable. We reached out to further apologize and to confirm that the part was delivered on August 18, If the customer has any additional questions she may contact *** ***, at ***We hope this information is helpful in resolving the complaint.Kind Regards,Wayfair.com

The original response was as follows:We unfortunately encountered a pricing error with the *** * *** *** Area 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)“ ***). We reached out to the customer to apologize and applied a discount off of a similar item since the original item is currently unavailableIf the customer has any additional questions or concerns he may contact *** ***, at ***We hope this information is helpful in resolving this complaint. We would like to please add:We sincerely apologize for the unsatisfactory service this customer received in this matterIn response to the misinformation and statements provided to the customer by our customer service team regarding this pricing error, we reached out to the customer and we were able to find an alternative rug to order at a discount