Wayfair, LLC

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with their orderIn an effort to rectify the situation, we have provided a full refund to the customer and have set up a return for a attempt pickup.We strive to have the most accurate information on our
listingsWe have two listings for the Philip Croc Bar Stool with Cushion; one for counter height and one for bar height where each listing has its own unique size dimensions providedWe sincerely apologize for any confusion and have updated our listing to prevent similar occurrences from happening in the future.We reached out to further apologize and have provided a full refund to the customerIf 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 apologize for the inconvenience the customer experienced with her orderWe have stepped outside our day policies by offering our assistance in ordering the correct replacement parts to complete the bed.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 items. The customer placed her order for the Hayward Bed, Hayward Nightstand, and Hayward Dresser on January 2, 2016, which was delivered on January 23, The customer notified us on April 28, that they needed replacement mounting brackets to mount the rails to the headboard. Although, we were not notified of the issue within our day policies, we understand the customer's situation and are happy to make an exception to our policies by ordering replacement parts to complete the bedRegrettably, the issue was not properly addressed as the exact parts needed was not confirmed as a result the incorrect parts were sent to the customer.We reached out to the customer to further apologize for the trouble and have offered our assistance in ordering the correct replacement parts to complete the bedIf 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 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

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 apologize for the inconvenience the customer experienced with their order. The customer ordered a bedroom set that was delivered on October 5, Regrettably, during the delivery, a piece of the customer's property went missingWayfair takes issues such as
this very seriously and only work with licensed, insured movers, should in the rare event these circumstances occurWe have advised the customer to open an insurance claim with our delivery companyThe customer has been working with the delivery company as well as a specialized delivery associate here at Wayfair to ensure the pending claim is settledWe will continue to work with all parties involved to ensure a resolution.We reached out to the customer to further apologize and as a gesture of our apologizes have approved the return of another order for a full refund outside of our policyIf the customer has any additional questions, 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

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 # ***
I received a message signed by a representive of Wayfair (*** *) but the signture was the only thing in the email.
Regards,
*** ***

Revdex.com:Attached is proof that I have NOT received the credit. Not only have I NOT received the credit I NEVER confirmed with *** that I DID receive it. She LIED in her response! I am considering taking legal action at this point
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 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.The customer placed her order for the Bobkona Toffy Reversible Chaise Sectional on May 08, Due to
state shipping restrictions we are unable to ship the Bobkona Toffy Reversible Chaise Sectional to the state of CaliforniaRegrettably, our system did not properly log the reason for cancellation and the customer was not properly notified as to the reason her order was cancelled. As a result, when the customer contacted us inquiring about the cancellation she was provided incorrect information causing further confusionWe sincerely apologize for any inconvenience and frustration caused to the customer and have corrected the order processing error that had allowed the order to be placed with a California shipping address. We have reached out to the customer to further apologize and provided a coupon code to use towards a future purchaseIf 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 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 apologize for the inconvenience this order has caused our customer. The customer placed his order on 7/5/for *** - *** II E-3-Burner Propane Gas Grill with Side Shelves which shipped 7/6/and had an estimated delivery date of 7/20/
Unfortunately, we experienced an unexpected delay on the item and pushed the estimated delivery date to 8/9/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 had initiated a search to locate the misplaced merchandise and get a status updateAt the customer's request the *** - *** Grill will be returned when located and a full refund was issued on 8/15/2017. We reached out to the customer to further apologize for the trouble and to facilitate the return of this merchandiseIf the customer has any additional questions they may contact *** ***, at 6***We hope this information is helpful in resolving this complaint. Kind Regards,*** *** Wayfair.com

To Whom This May Concern,I sincerely apologize for the frustration the customer is experiencing in receiving their refundWe have escalated this internally to managers of our finance team as well as Card Services with *** Bank.We have contacted the customer daily by e-mail and will continue to follow up daily even if no responses are given to us about the status of this refund. We are unable to provide proof of a system-wide issue with our creditor on the basis that this would involve sharing sensitive information involving other customersThis is by no means a discriminatory practice, a recent issue with our creditor has created a backlog of requests that they are working through resolvingWe continue to escalate the matter and will contact the customer immediately once this is resolved. 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 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

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with his order. The customer's order was cancelled on 2/20/17, as he requested, and his pending charge of $has been voided.We do our best to ensure that the pending charges on our customers' credit
cards are voided as quickly as possible whenever there is an order cancellationWe sent the request to the customer's credit card to have the pending charge reversed on 2/20/It can take three to five business days for the pending charge to fall off of the customer's credit card, depending on how fast it takes his bank or credit card company to process our request. We have reached out to the customer to apologize for the problems he experienced with his orderIf 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.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 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 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

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

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 # ***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,
*** ***