Wayfair, LLC

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 sincerely apologize for the inconvenience the customer has been experiencing with her order The customer placed her order for on September 19th, Due to a site error the order was priced and processed for only one portion of the *** Daybed with Trundle,
despite the listing stating it would be the complete itemThe customer received the one box for the item on September 25th and promptly contacted us to notify us of the missing carton One of service representatives ordered a replacement part for the customer without knowing that the order was processed for only the one boxThe manufacturer then notified us of the issue and we offered the customer a return for a full refund or a discount to keep the item as isThe customer decided that they wanted the rest of the daybed with trundle, we have since ordered the rest of the bed at no additional cost to the customerThe replacement box is currently in transit to the customer. We sincerely apologize for this issue and for the inconvenience the customer has experienced with her orderWe have been in contact with the customer and are actively working on resolving this issue for her.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

To Whom It May Concern,We apologize for the inconvenience the customer experienced with their order. The customer placed their order for the *** Upholstered Panel Bed on March 21stAt the time of delivery of the item, it was brought to our attention that the delivery agent did not
receive the entire item to their warehouse. We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customersRegrettably, the customer's order has been deemed lost in transit and failed to arrive at our local delivery terminalWe initiated a dock search to find the lost merchandise and agree the delay with the customer's order is unacceptableThe customer's Upholstered Panel Bed was not found.We reached out to the customer to further apologize and to facilitate the refund of this merchandiseIf 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 orderIn an effort to rectify the situation, we have offered to fully refund the customer $for the damaged toy box and have ordered the customer replacement legs for the chair and sofa. 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 29th, the customer notified us that the Guidecraft - Personalized Expressions Toy Box she ordered and received was damagedDespite the damage, we are able to offer a refund or a replacement for the customer.If 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 apologize for the inconvenience the customer experienced with their orderIn an effort to rectify the situation, we fully refunded the customerWe 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 11/the customer notified us that she only received of the barstools she orderedRegrettably, the fabric has now been changed and a third matching bar stool is now unable to be sentGiven that we were unable to get the customer a third matching bar stool, we have set up returns and full refunds for all three bar stoolsWe reached out to the customer to further apologize for the troubleIf the customer has any additional questions, they may contact *** *** at (*** ***We hope this information is helpful in resolving this complaintKind Regards, Wayfair.com

To Whom It May Concern:We sincerely apologize for the inconvenience this customer has experienced with their order. The customer placed an order on our website for the Julia Convertible Sofa in Black on Monday September 7thThe customer requested cancellation on September 13th due to the item
being backorderedOur warehouse was not able to process the cancellation in time as the item was shipped out on September 14thThe customer then notified us that she would like to set up a return since the cancellation was not processedOur typical return policy states that an item has to be returned back to us before we process a refundDue to this, the customer was charged and not refunded right awayThe customer has since been refunded in full for the item to her original payment method.We sincerely apologize for the many difficulties the customer encountered and appreciate her reaching out to us in order for us to get this resolved for herIf 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.comCustomer Advocacy

To Whom It May Concern:We apologize for the frustration the customer has experienced on her orderIn an effort to rectify the situation we have assisted the customer is placing a new order with the correct payment on each card the customer desired.On January 15, the customer contacted us to
assist her in placing and order with two different forms of paymentRegrettably, the different forms of payments were incorrectly processed and the customer’s order was cancelledWe strive to ensure all orders are processed correctly and regret when these isolated instances occur. One of our specialized manager assisted the customer in placing a new order for the Sheer Elegance Textured Rod Pocket Curtain Panels (qty3) and the Madeira Piece Comforter Set with the correct payment on each of the two forms of paymentThe comforter set has shipped with *** Tracking # *** and is expected to arrive to the customer on or before February 2, The curtain panels are currently out of stock and expected to ship on or before February 22, 2016. 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

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 simple. So 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 case. SO 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 floor. How dare a company could describe their customer as a scammer without any evidence in order to not take their responsibility. Cascada's logic is very clear and horrible here. I 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 myself. How could Wayfair prove those scratches caused by myself instead of their delivery team. Does 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 Mass. gov. I already filed a new compliant with MASS.GOV, and waiting for their response.
Regards,
[redacted]

To Whom It May Concern,We apologize for the continued inconvenience the customer experienced with her order. In an effort to rectify the situation, we have verified again with [redacted] that the refunded has processed.Regrettably, there was a delay in the processing of the customer's return for a refund. We partner with several other large online retailers, including [redacted].com. They list our items on their website as well as collect payment information, and we provide any follow up customer service. We have confirmed with our partner that the refund has been processed, which may take 3-5 business days to reflect in the customer’s account. We sincerely apologize for the inconvenience caused to the customer and agree the delay is unacceptable. If the customer has any additional questions, she may contact [redacted], at [redacted]. 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 order. In an effort to rectify the situation, we stepped outside of our policy and offered a full refund return for the Eleanor Mother of Pearl Inlay 19.25" H Table Lamp with Drum Shade Set. The...

customer placed her order for the Eleanor Mother of Pearl Inlay 19.25" H Table Lamp with Drum Shade Set on 8/16/2016. At the time of purchase, we provided her with an estimated ship date of 8/8/2016. The customer contacted us on 8/6/2016 to request that her order be cancelled. Unfortunately, by the time the shipping warehouse re-opened and received this request on Monday morning, the customer's order had already shipped and once an order is shipped, we are unable to cancel it. If 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 can accept a return and waive the cost of return shipping. Alternatively, she can keep the lamp set for a discount. If 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 apologize for the inconvenience the customer experienced with her order. In an effort to rectify our error, we offered to provide the customer heavy discounts on other rugs that are similar to the [redacted] Area Rug. We unfortunately encountered a pricing error with the [redacted] Area Rug, and as a result the customer's order was cancelled and all pending charges reversed. We truly regret when these infrequent errors occur and are making all efforts to avoid a similar situation from happening in the future. Additionally, 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)" ([redacted].We reached out to the customer to apologize and offered a discount off a future purchase. If the customers have any additional questions or concerns she may contact [redacted], at [redacted]. 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. We do our best to ensure that our products are listed with the correct and most up to date information. Regrettably, when the customer found the [redacted] Barbados 4 piece Seating Group with...

Cushion , the item was listed with the incorrect price and a unavailable color option. We sincerely apologize for any inconvenience error and caused to the customer and have updated our listing to accurately show the correct price and available color options.  We have reached out to the customer to further apologize. We are currently working with the customer towards a satisfactory resolution. If the customer has any further questions or concerns, he may contact [redacted], at [redacted]. 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 order. In an effort to rectify the situation, we have ordered the customer a replacement Center Island Table Top. We handle standard returns, defects, and damage issues within 30 days of delivery. During...

this time, we are happy to order replacements parts or units, or offer a full refund for damaged or defective items. On March 25th, 2016 the customer notified us that the Center Island Table Top she ordered and received was defective. We promptly ordered the customer a replacement table top with an estimated ship date of March 31, 2016. Regrettably, we were unable to ship the replacement top before March 31, 2016. We understand the customer’s situation and agree the delay is unacceptable.We reached out to the customer to further apologize for the trouble and ordered the customer a replacement table top as well as upgraded the shipping at no additional cost to the customer. If the customer has any additional questions, she may contact [redacted] 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 his order. In an effort to rectify the situation, we provided a refund in store credit to the customer to cover the cost of the items. We handle standard returns, defects, and damage issues within 30 days of...

delivery. On February 15, 2017 the customer notified us that the [redacted] Sofa, [redacted] Desk Chair, and [redacted] Arm Chair he ordered and received was defective. Regrettably, the defect issue was not properly addressed since the customer was outside our 30 day window to report such incidents. We understand the customer’s situation and agree we should have certainly stepped outside of our 30 day policy in this instance. We reached out to the customer to further apologize for the trouble. If the customer has any additional questions, he may contact [redacted], Revdex.com liaison at [redacted]. We hope this information is helpful in resolving this complaint. Kind Regards,[redacted]Wayfair.com

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 customers. Regrettably, this customer's order was scheduled for delivery on 9/10/16, but was not on...

the delivery agent's truck because the chaise was temporarily misplaced at our local delivery terminal. We've initiated a dock search to find the lost merchandise and agree the delay with the customer's order is unacceptable. We understand that the customer has requested to have the complete sectional returned for a full refund or the chaise at no cost to her. We will be happy to compensate the customer for the inconvenience this latest delay has caused, but first we would like to resolve the immediate issue with the missing chaise and see if it can be located and delivered to the customer. We reached out to the customer to further apologize for the missing merchandise and let her know what steps we are taking to resolve the problem. If the customer has any additional questions she may contact [redacted] at [redacted], or by email at [redacted]. 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 her order. The customer's order has been cancelled and her pending charge of $31.99 has been voided.We do our best to ensure that our products are listed with the correct and most up to date information....

Regrettably, when the customer placed her order for the [redacted] - Anatolia Ivory/Red Area Rug, the item was listed with the incorrect price. We sincerely apologize for any inconvenience our error caused to the customer and have updated our listing to accurately show the correct price. We have reached out to the customer to further apologize and have provided an alternative rug at the same price of $31.99. If 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

To Whom It May Concern,We are very sorry for the trouble the customer experienced on her order.  As requested by the customer on 1/5/16 the we cancelled the backordered England 6 Drawer Dresser with Mirror and assisted the customer in ordering the Jackson 7 Drawer Dresser with Mirror.We work hard to provide accurate shipping and delivery estimates and we sincerely apologize when an item is backordered without prior notice.  On 12/18/15 the customer was notified by email that her replacement order for England 6 Drawer Dresser with Mirror was placed on a backorder for several weeks.  On 1/5/16 the customer decided she would rather order a different dresser and mirror and we ordered it for her and matched the price of the dresser that was backordered.  We also upgraded her delivery service to Full Service Delivery and Assembly free of charge.  We have been in regular contact with the customer since that time.If the customer has any additional questions or concerns she may contact [redacted], at [redacted]. 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 experienced with her order. In an effort to rectify our error, we have ordered a replacement for the missing chaise and provided a discount for the trouble.The customer placed her order for [redacted]...

Reversible Chaise Sectional on June 16, 2017 which arrived on July 12, 2017. The customer contacted us on July 19th to notify us that her delivery arrived and was missing a part of the sectional. We promptly ordered a dock search at our warehouse to find the missing package. Unfortunately, due to the search, there was a delay with ordering the missing part. We sincerely apologize for the trouble caused and agree the delay with the order is unacceptable. We have ordered a replacement Chaise which is estimated to ship on Aug. 4th. We will provide tracking information once the item leaves our warehouse.We reached out to further apologize for the trouble and will continue working with the customer. If the customer has any additional questions or concerns she may contact [redacted], 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 order. We stepped outside of our return policy and refund the customer in full for the [redacted] Queen Sleeper Sofa. We are proud to offer our customer’s a 30 day return policy for items no longer wanted....

Per our return policy, roundtrip shipping costs are deducted from the customer’s total refund. In the rare event there is an extenuating circumstance we will make an exception to our return policy. We sincerely apologize for the experience that the customer had during the attempted delivery. We 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 Sofa. If the customer has any additional questions, she may contact [redacted] at [redacted]. 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 her order. The customer's order has been cancelled and his pending charge of $333.98 has been voided.We do our best to ensure that our products are listed with the correct and most up to date information....

Regrettably, when the customer placed his order for the TK Classics - Laguna 7 Piece Seating Group with Cushion, the item was listed with the incorrect price. We sincerely apologize for any inconvenience our error caused to the customer and have updated our listing to accurately show the correct price. We have reached out to the customer to further apologize and have offered to place an order for a future item at a significant discount. If the customer has any further questions or concerns, he may contact [redacted], at [redacted]. We hope this information is helpful in resolving this complaint.Kind Regards,Wayfair.com