Wayfair, LLC

To Whom It May Concern, We apologize for the inconvenience the customer experienced with her orderIn an effort to rectify our error, we issued a full refund to the customer the 10" Medium Memory Foam Mattress in the amount of $215.49.We 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

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:The items were finally delivered at pm tonight
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 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 *** *** - *** Microfiber Recliner.The customer
placed her order for the *** *** - *** 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 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 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 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. I received a call from a company representative who apologized for the troubles I had with my order She offered to send out the two stools at no charge I have since received the stools I'm also happy the have updated their ordering system to clarify how many stools are being ordered
Regards,
*** ***

To Whom It May Concern,We sincerely apologize for the inconvenience caused to the customerIn an effort to rectify the situation we have ordered and shipped a replacement headboard for the customer. The customer placed her order on July 15, for the *** *** Bed Frame by *** ***
Regrettably, the headboard was delivered with a large crack through itWe promptly ordered the customer a replacementUnfortunately, the replacement headboard was also damagedWe have ordered a second replacement unit, which is estimated to arrive in the customer's local area by August 24, We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers and we apologize for the delay.We have reached out to further apologize and have ordered a replacementIf 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 experience described in the complaintWe have taken action to remove this e-mail from our system to prevent further contact We have no records of the e-mail address listed in our system and this e-mail will no longer receive
correspondence. In addition to this we've reached out to the customer whose order was associated with that e-mail address by phoneWe have made sure their e-mail address is correct e-mails regarding Wayfair Orders will be correctly routed. We do our best to make sure our customer's information is secure and have many safeguards to protect customer's private informationHowever if a customer enters their e-mail address incorrectly the e-mails may go to the wrong account. We have reached out to the customer to further apologizeIf 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 # ***Please add your rejection comments below.
Since April Wayfair/*** *** had stated they would pick up the Defective Recliner a Minimum of Times & THEY DIDN'T!!! WHY WOULD I BELIEVE THEM NOW??? AGAIN, I RECEIVED "4" Defective Chairs, as well as, a Minimum of "4" other DEFECTIVE ITEMS!!! JUST DEALING WITH THIS ONE ITEM, IT'S JUNE 23RD, WHY WASN'T IT ALREADY PICKED UP??? "YET AGAIN, I AM DISABLED & HAD NO OTHER OPTION BUT TO USE THE DEFECTIVE CHAIR BECAUSE THAT IS HOW WAYFAIR/*** *** LEFT ME; I DIDN'T EVEN USE IT A WEEK & I AM STILL SUFFERING IMMENSELY DUE TO THE DEFECTIVE CHAIR!!! AND, THEY HAVE STILL DRAGGED THIS OUT SO LONG, I CAN'T EVEN REMEMBER HOW TO 'SOLVE THE SITUATION', ANYMORE!!! AM I SUPPOSE TO PITY POOR WAYFAIR??? WHAT AM I SUPPOSE TO DO???
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 itemsOn July 15, the customer notified us that the *** ** *** *** Bookcase he ordered and received was damagedOn July 17, we responded to the customer asking for more details in order to provide the best assistance possibleWe sincerely apologize for the trouble caused and agree the delay with the order is unacceptable. In an effort to rectify the situation, we have ordered a replacement bookcase and provided a discount on the customer's orderIf 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 are very sorry for the trouble the customer experienced on her order. We work hard to provide accurate shipping and delivery estimates and we sincerely apologize when an item is cancelled without prior noticeOn May 1, 2018, the customer was notified by email
that her replacement recliner was cancelledWe have gone ahead and set up a replacement and are working with our warehouse to ensure that this recliner ships out. We have reached out to the customer to further apologize and assured her that we will be working closely with her and our warehouse to get this resolvedIf the customer has any additional questions or concerns, she may contact *** *** at ***We hope this information is helpful in resolving this complaint.Kind 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 # ***.
Good day sir ma'am I'm responding to let it be known that I feel that still being falsely representedWaydair has lines slashed through the prices they say are MSRP and then there is their priceI feel if you're going to correct the problem thet you don't start at the MSRP and then give what you're price already isThat happened with Miss *** as she negotiated a price for another tubI don't have dollars for a tubAnd the best she said was dollars but again that wasn't a reduction drom their price it was from the msrpI'm not teying to be difficult but I don't want to be taken advantage of in the process of being supposedly helped with this situationIt also would take up until July to receive the tubTrying to resolve this by end of the weekMy bathroom has been tore up since MarcjThanks for your help.
Regards,
*** ***

To Whom It May Concern,We apologize for the inconvenience this order has caused our customer. We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customersThe replacement table has arrived at the local delivery agent on June 26, and the customer will be contacted within business days to schedule delivery.We reached out to the customer to further apologize and to facilitate the delivery of this merchandiseIf 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 caused to the customer.The customer placed his order on 7/11/for the Rio Piece Deep Seating GroupUnfortunately, we experienced an unexpected issue with the item being lost in transit, which caused a 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.To resolve the issue, we ordered the customer a replacement set at no additional chargeThe seating group was delivered to the customer on 8/5/We also provided the customer with a 10% discount off his order and a 10% off coupon to use on a future order due to the inconvenience he experienced. 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

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 resolvedI have contacted and arranged for full refund! I hope this never happens to anyone else!
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 had accepted their response in waiting and receiving my order over a week lateHoweverIt was to be delivered no later than Friday the DecAnd it did not arriveThis is a Christmas giftI just want a refund and compensation for the inability of Wayfair to deliver my order as promised!
Regards,
*** ***

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with their 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 so as to avoid charging the customer for items that they may not receive for an extended amount of time. The customer placed a new order while two previous orders were being refunded backAs refunds can take up to to business day to appear on the customer's statement, this caused confusion on the charges that were on the statement due to the pending charges for items waiting to ship, settled charges for items that had shipped, and the processing refundsWe sincerely apologize for any confusion that this may have caused.We have reached out to the customer to further apologizeIf the customer has any further questions or concerns, they may contact *** *** at ***We hope this information is helpful in resolving this complaint.Kind Regards,Wayfair.com

Hello ***, Thank you for your responseI feel like this entire situation was handled very poorly, and from a huge billion dollar company I find it hard to believe that you cannot offer me a more substantial discount than even your higher offer of 25%I hope you are also remembering that your company billed my credit card for $the day I ordered the rug on June 25thYou canceled my order on June 29th only AFTER I called customer service asking why my rug was being returned mid shipmentAt that time I was sent an email stating my credit card would be credited the full amount within 3-business daysNo, my credit card was NOT credited unit a full month later, July 29th, after I had to file a Revdex.com complaintThat is one month of interest I had to pay on an item I never even receivedIt was not a "pending charge that was canceled" as your Revdex.com response statesIt was a charge. Because of this further mess up, on your part, which cost me money, I do expect a better discount of at least 35%That is certainly not an unreasonable request by any meansMy Revdex.com complaint will remain unresolved until then.Thank you for your response.Regards,
Regards,
*** ***

In your past email and short paragraph, you mention TWICE that the package was delivered and signed forI am not doubting you thereIt is however, amazing that it took approximately phone calls, agents, messages, emails and messages to the Revdex.com before I got even a close to an apologyYour agents are very quick to say "I'm sorry there is nothing we can do" or "call this number and they will be able to help." Never once did you mention that you apologize on behalf of YOUR agents and your company for the incorrect information providedIt was not misunderstoodPerhaps you didn't catch the line that said *** carrier said your representative lied to meYou have an issue with accountabilityNothing that I mentioned or reported or had an issue with was addressedYou are very quick to say that I am unprofessional, but never once said "I will chat with the agent that provided you with wrong information." I am doing my very best to make sure this issue does not occur to any of your customersAnd hopefully after my reviews and reports, you will also lose these customersThere are so many websites that offer similar materials and at this rate, we would rather pay more and get the customer service that we deserve without being treated horribly. I will not be dropping this topic as much as you would like me toI have already received surveys and I have provided the truthYou all run a businessAnd it's not just a businessYou have a department to provide customer service and you have failed majorly on thatLearn to take constructive criticism otherwise I'm sure there will be other customers that will be far worse to report than me. Keep in mind that the only reason this escalated, which it never should have should YOUR agents have provided actual service instead of saying "I don't know," is because your agents have no idea what they are doing and if you actually took a moment to read my concerns instead of focusing on defending your company, you would understand that. I have spent way too much time and energy trying to provide the issues that I had with your companyYou obviously don't careContinue to keep the agents that don't provide "professional" serviceI will not be treated the way that Wayfair has treated me and just take my money without providing necessary support and I will make sure no one else does either. You don't want to helpNo problemI will make sure the rest of the public reads the way I was poorly treated and your terrible service. Such a shame because should had taken a moment to read my issues, this could have been resolvedDon't ever reach out to me again

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 rejected Wayfair's response because they where dishonest with me during the order process and have again lied in their response I appreciate the fact that the item was refunded in full.To recap, the situation, please know that I ordered the item on the 13th of JanI cancelled the order on the 14thI received a confirmed cancellation notice on the 15thI then received another email on the 19th stating the item was not cancelled and it had shipped on the 19th.the return policy states that an item can be cancelled before it has shippedIn addition, my cancel notice of the 14th sent a reply stating I would receive a response in one business day which I did....only to receive another not cancelled notice five days later.Wayfair did not overrule their return policy re: this order as they state in the Revdex.com responseIt is in my opinion that a mistake was made during the order process and Wayfair chose to place the burden of the mistake upon the customer
Regards,
*** ***

To Whom It May Concern, We apologize for the inconvenience the customer experienced with their orderIn an effort to rectify the situation, we have initiated the process of a full refund in the form of a checkThe customer placed their order for the *** *** 24.5" Bar Stools on
June 21st, On June 24th, the bar stools were set up a for a return and our warehouse confirmed the receipt of the itemsDue to an unexpected error, the refund for the bar stools did not processWe have reached out to the customer to further apologize for the frustration caused, and informed them we have issued a full refund via checkIf the customer has any further questions or concerns, they may contact *** at ***We hope this information is helpful in resolving the complaintKind Regards, Wayfair.com