Wayfair, LLC

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 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 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

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

Revdex.com:
Initially the business did not offer to refund my shipping for sending me an incorrect item and persisted in their view that I accept a replacement. After repeated complaints on my part, they finally amended their stance and have issued me a full refund. 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 trouble the customer experienced with their orderDue to incorrect shipping estimates and an unsuccessful attempt on an address change, the customer's sofas were delivered earlier than expected to their newly purchased address he
provided. We were able to arrange a pick up with *** and provide the customer with a full refundThe customer than purchased two more of the same sofas and asked our service team if they would match the price of the first items he purchasedUnfortunately, the agents handling the order would not honor the priceThis request was not unreasonable and the customer's experience should have been taken into consideration. We have contacted the customer and in an effort to rectify the situation, have matched the price of the first orderIf the customer has any further questions or concerns, he may contact *** ***, at ***. 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 6/26/for the *** *** - *** Piece Deep Seating Group with Turquiose CushionsAt the time of purchase, we provided them with an estimated ship date of 7/27/2017,
however the item shipped out early on 6/29/The customer contacted us on 7/5/ to request that the order be returned as it was not delivering within our estimates.In an effort to rectify this situation we have reached out to the customer to apologize and have issued a partial refund for the seating setIf the customer has any additional questions or concerns, 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 # *** I accept any effort to expedite delivery of the items I orderedHowever, Wayfair's response inaccurately reports that the company sent me notice on December 11th that the items were placed on backorder for several weeksAs indicated in the attached email confirming the order, I placed the order on January 2, How could I have received notice of the backorder prior to my placing the order? The company may have received notice from the manufacturer, but that information was not conveyed to me until after I made inquires about the delay on or about February 9thIf the manufacturer had that information prior to my placing the order, then the company should have advertised the product as suchBut, as also noted in the email, the items were supposed to ship on February 8th and delivered on or about February 20th.If I had known about the backorder prior to placing my order on January 2nd or shortly thereafter, I would have bought sofas from another furniture retailer.
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 reason I called January 12,cause this is the day it arrived when I ordered it on December 5,I am Not satisfied with the response cause now I have a half a sectional in my living room for probably another monthThis is not a timely mannerI do not trust that wayfair will send me the right product so I will not be satisfied until I am sure they didn't just randomly send me some pieceThe amount of time it takes for them to actually get someone to help you is excessiveI'm not happy with my purchase from wayfair
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 looked through the funds of this order and see the refund has processed. Refunds typically process in 3-business days after an order is returned to
usThe *** ** *** - Sectional was picked up on 1/16/and should have been refunded by 1/23/Unfortunately, there was a delay in this refundWe have looked into this and see now that the refund was processed on 1/26/and the customer should see it in her account shortly.We reached out to the customer to further apologize for the trouble and provide the ARN (Acquirer Reference Number) for this refund, which her bank can use to find it if she is does not see it shortlyIf 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 our error, we offered to provide the customer a significant discount on the sofa and a promotional code.We unfortunately encountered a pricing error with the *** Sofa , 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 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 Concern,We sincerely apologize for the inconvenience caused to the customer. The customer placed his order on Wednesday, July 29, for the *** *** Inc- *** *** *** Unfortunately, we experienced an unexpected misshipment of the incorrect items to the
customerWe strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers and we agree that the customer shouldn’t be charged with return shipping for the incorrect items.We reached out to the customer to apologize and provided the customer with a full refundThe order was delivered on August 5th, The customer has returned the items for a full refund.If 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 his orderIn an effort to rectify our error, we offered to provide the customer a discount off the set of his choice. We do our best to ensure that our products are listed with the correct and most up
to date informationRegrettably, we encountered a listing error with several living room sets that caused the price on the external searches to be shown as the cost for one piece of the set, rather than the full collectionWe truly regret when these infrequent errors occur and are making all efforts to avoid a similar situation from happening in the futurePer 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 offered a discount off his purchaseIf the customer has any additional questions or concerns he may contact *** *** at ***We hope this information is helpful in resolving this complaint.Kind Regards,Wayfair.ca

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 appreciate the quick response and resolution from Wayfair to my Revdex.com 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.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 itemsThe customer placed two separate orders for the *** Glider Reclining Sofa on October 02, 2017(order #***) and October 26, 2017(order #***)The customer notified us on October 24, that order #*** was damagedWe issued a full refund for this order to quickly rectify the issue. Regrettably, we did not receive any reports of any issues with order #*** until December of Since the customer was outside our day window to report such incidents and past the day manufactures warranty, the defect issue was not properly addressed. We understand the customer's situation and agree we should have certainly stepped outside of our day policy in this instance and we sincerely apologize. We have reached out to the customer to further apologize for the trouble and are working with the customer to obtain further information to resolve this issueIf 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 orderAlthough we do not offer price matching with external sites, we have offered to assist the customer with a return or a mattress exchange for this item under our holiday return policy. We are proud
to offer our customer's a day return policy, and during the holidays this period is extended through the end of January for items purchased after November Per our return policy, round trip shipping costs are deducted from the customer's total refundThis information is readily available to customers on our site, We 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 *** ***, 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 inconvenience caused to the customerIn an effort to rectify the situation we have issued the customer store credit in the amount of $for the shipping costs.The customer placed his order on 6/1/for the Station Metal Bed and was
provided an order confirmation with an estimated ship date of 6/1/and an expected arrival at the local delivery terminal by 6/10/We also provided information that within business days of arrival the terminal would call to schedule an exact delivery dateWhen the order shipped on 5/27/the customer was provided a new refined ETA of an expected arrival at the local delivery terminal between 5/27/and 6/1/15. Regrettably, this new refined ETA was inaccurate as the order did not arrival at the terminal until 6/3/We strive to provide accurate shipping/delivery estimates and information on the shipping method prior, during, and after an order is submitted and we agree that the inaccurate arrival estimate provided after the customer’s order shipped is unacceptable. We reached out to further apologize to the customer and provided the customer AllModern.com store credit in the amount of $for the shipping costsThe customer’s order was delivered on 6/6/15.If the customer has any additional questions or concerns, he may contact *** *** at ***We hope this information is helpful in resolving the complaint.Kind Regards, ***

To Whom It May Concern, We sincerely apologize for the inconvenience the customer experienced with their order. The customer placed their order for *** Furniture - Santuary Bed on May 30, The customer contacted us on June 16th to notify us that their delivery arrived and was
missing the headboardWe promptly ordered the customer a replacement part to be shipped. A customer service specialist has been working with the customer to resolve the complaintWe confirmed the missing part will be delivered on July 25th, 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

To Whom It May Concern, We apologize for the inconvenience the customer experienced with his orderIn an effort to rectify the situation we have provided the customer with a discount on their order. We do our best to ensure that our products are listed with the correct and most up to date
informationRegrettably, we encountered an error with our listing for the Tyrell 24" Bar Stool with Cushion, where it was incorrectly listed as sold in sets of instead of as a single chairWe truly regret when these infrequent errors occur and are making all efforts to avoid a similar situation from happening in the future. We have reached out to the customer to further apologize for this issue and have provided a discount on their order as well as sent a coupon to use towards a future purchaseIf the customer has any additional 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 # ***
Regards,
*** ***