Wayfair, LLC

To Whom It May Concern, We sincerely apologize for the inconvenience caused to the customer. The customer placed their order on 2/2 for the [redacted] 27" Table Lamp in Spa Blue Finish. The item shipped on 2/2. Unfortunately, we experienced an unexpected shipping error and the wrong item (a dog...

crate) was sent to the customer. This was reported to us on 2/7 and a replacement was immediately ordered. The replacement was shipped on 2/12 and delivered on 2/14. We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers and we agree that the errors with the customer's order are unacceptable. A customer advocate with the executive team worked with the customer to ensure they did receive their lamp, and also a significant discount on the lamp. If the customer has any additional questions or concerns, they 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 sincerely apologize for the frustration the customer experienced with her order.When purchasing with Wayfair using a credit card, Wayfair does not charge the card until the order has shipped. When 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 their order on 11/16/17 at which time, a pending charge was placed on the customer's card for $3,837.62. The pending charge was settled to the customer's card on 11/20/2017 when the order did ship. On 12/14/17, the order was deemed lost in transit and a replacement was ordered. The customer was provided a discount for the inconvenience and this replacement was shipped at no additional cost to the customer. The customer's replacement was delivered, along with the original shipment, and the replacement was returned. Since the customer kept the original delivery, no further refunds were issued.We reached out to the customer to further apologize and to help clear up any confusion. 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,Wayfair.com

To Whom It May Concern-We sincerely apologize for the trouble the customer has experienced, and in an effort to resolve the situation we have ordered the necessary parts to complete the original bed, and processed an additional discount for the extended wait for replacement parts. The replacement parts are estimated to ship by June 26, 2017, and estimated to arrive by July 3, 2017. 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.A customer service specialist will continue to work with the customer to resolve the complaint. 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,[redacted]Wayfair.com

To Whom It May Concern, We sincerely apologize for the inconvenience the customer experienced with her order. The customer placed her order for [redacted] - Sleigh Bed on June 25, 2016. The customer contacted us on July 21, 2016 to notify us that her delivery arrived and was missing a part of the bed. We promptly ordered the customer a replacement part to be shipped. The replacement part needed were shipped on July 28th and delivered on August 1st under [redacted] tracking number [redacted]. We have reached out to further apologize for the delay and confirmed that the customer received her order. If the customer has any additional questions 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 sincerely apologize for the inconvenience the customer experienced with her order. In an effort to resolve the situation, we have offered to replace the order at the clearance price.We offer many items in our clearance center (previously purchased and returned merchandise)...

at a large discount. Unfortunately, we had experienced a technical error and the order did not process. Ultimately, it was cancelled and the customer was fully refunded. We sincerely apologize for any inconvenience.We have reached out to further apologize and have offered to step outside policy and offer to replace the order at the clearance price. 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.Best 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 charged correctly on our US site for AllModern.com.We do our best to ensure that our products are listed with the correct and most up to date information. When the customer placed his order for the [redacted] - Playlist Bar with Wine Storage, the item was listed with the correct price with our US site on AllModern.com in US dollars.As listed under our Terms of Use to Visitors from Outside of the United States: The Service is hosted in the United States. If you are visiting the Service from outside the United States, your information may be transferred to, stored and processed in the United States in accordance with this Privacy Policy and applicable US laws. Please note that data protection and other applicable laws of the United States may not be as comprehensive as those laws or regulations in your country or may otherwise differ from the data protection or consumer protection laws in your country. By using the Service, you consent to transfer of your information to our facilities as described in this Privacy Policy.We have reached out to the customer to further apologize. 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,[redacted]Wayfair.com

To Whom It May Concern, We sincerely apologize for the inconvenience caused by this order. The customer placed this order on September 8, 2017. Unfortunately, there was an error with our finance system which indicated there was an outstanding balance on the order that triggered the...

customer's order to be canceled. The customer contacted us on September 25, 2017 to see why the charge to her Wayfair card had not been refunded.After reviewing the situation, we have discovered that there was a technical issue that caused the card to be charged incorrectly. We are currently looking into this tech issue with our finance and engineering teams and are working with the customer to resolve this issue.We have reached out to the customer to express our apologies and explain the situation. If the customer has an additional questions or concerns, they may contact [redacted] at [redacted]. We hope this is helpful in resolving this complaint.Kind Regards,[redacted]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 #[redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved. Thank you for your help in mediating this matter. I have received the remaining 2 chairs. The issue can now be closed as resolved. Hopefully, they fixed their website so that no other customer will have the same issue I had.
Regards, [redacted]

To Whom It May Concern, We apologize for the inconvenience the customer experienced with her order, and any misunderstanding. At the request of the customer we have returned the [redacted] - Arm Chairs, Qty 2, and fully refunded the customer.The customer placed her order for the arm chairs on September 27, 2015. At the time of purchase, we provided her with an estimated ship date of October 13, 2015. After the items were received at the local delivery terminal on October 5, 2015, per our delivery process, the item was kept there inspected and scheduled for delivery. Unfortunately the delivery agents routing schedule did not allow them to deliver the item any sooner than October 20, 2015. The customer was notified of this on October 6, 2015, and on October 7, 2015 the customer contacted us, upset with the delivery date. She informed us she needed the item sooner. After trying to get the item to her sooner, we were unsuccessful. We have reached out to the customer to further apologize for the frustration and informed her we proceeded with her request for return, issued a full refund and provided a coupon code for 15% off a future purchased.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 the situation, we stepped outside of our return policy and have fully refunded the customer for the return of the Louisa End Table (Quantity 3).The customer placed her order for...

the Louisa End Tables on 5/05/2016. At the time of purchase, we provided her with an estimated ship date of 5/05/2016. The customer contacted us on 5/25/2016 to request that her order be cancelled. Unfortunately, at that the time, the customer’s order has 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 issued a full refund for the return of the Louisa End Tables. 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 sincerely apologize for the inconvenience the customer experienced with her order. In an effort to rectify our error, we have provided a full refund to the customer. We partner with several other large online retailers, including Walmart.com. They list our items on...

their website, and we provide any follow up customer service. Unfortunately, we incorrectly listed the decorative glass domes as coming in a set of six. We have no desire to mislead our customers and regret when these rare errors occur. We have reached out to further apologize and have provided a full refund. 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,Wayfair.com

To Whom It May Concern,We would like to apologize for the continued inconvenience the customer has experienced with her Wayfair credit card account.Regrettably, we are unable to provide the customer with information regarding any finance charges or interest. The Wayfair Credit Card Accounts are...

offered by [redacted] Bank and due to Consumer Privacy laws, we are unable to view financial information or request any adjustments on the customer's behalf. However, to assist our customer we have provided her with [redacted] Bank's information to speak directly with them regarding any billing, finance, interest rates and collecting payment. We have also offered to hold a 3-way conference call with the customer and [redacted] to assist with a resolution as we are unable to make any changes to any fees that the customer may have incurred through [redacted].We have reached out to the customer to further apologize. If the customer has any additional questions or concerns, they may contact [redacted] at [redacted]. We hope this information is helpful in resolving the complaint.Kind Regards,[redacted]Wayfair.com

Hello Boston Revdex.com,I filed this complaint against Wayfair yesterday.  Just a few minutes after your email notifying me that you forwarded it to the business, they shipped my item.  I received it this morning.  It would have been nice to get some communication from them, but I am...

satisfied with the results.  Thank you for the service you provide![redacted]

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order and greatly appreciate the customer’s feedback.We provide several different return options and are proud to offer our 30-day return policy with the easiest method of providing a return label with the return shipping costs calculated at the date and time the return label is requested. We also offer our customers the option to return via their own method, where the customer is responsible for paying a carrier of their choice to return the item for a full refund. We sincerely apologize for any inconvenience and agree the customer should have been provided the option to use the return via their own method option.If the customer has any additional questions, 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 this order has caused our customer. We unfortunately encountered a technical glitch, that did not allow us to accurately capture payment for the customer's order. This technical glitch was not located until recently and we have since reached...

out to resolve this financial discrepancy with the customer. We have reached out to the customer to further apologize. If the customer has any further questions or concerns, they may contact [redacted] at [redacted]. We hope this information is helpful in resolving this complaint. Kind Regards, [redacted] Wayfair.com

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with her order. In an effort to rectify the situation, we have provided a full replacement for the customer and had the damaged item picked-up.The customer placed her order for Full Length Leaning Mirror on...

May 9, 2016. The customer contacted us on May 16th to notify us that the delivery damaged. We promptly ordered a replacement for the customer and advised the customer to dispose of the mirror as it was unusable. The customer notified us that she did not want to be responsible for disposal of the mirror and requested that we pick-up the damage item. Regrettably the situation was not properly addressed and agree we certainly should have certainly stepped outside of policy to pick-up the damaged item.We reached out to further apologize and have confirmed the replacement has arrived successfully. We have scheduled a pick-up for the damaged item. If the customer has any additional questions or concerns he 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. We stepped outside of our return policy and refunded the customer in full for the Grain Sack Stripe Sofa Slipcover in Linen. We are proud to offer our customer's a 30 day return policy. Per our...

return policy, roundtrip 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 policy. 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 return. 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 this listing. Due to the inconvenience this situation has caused, we offered to provide the customer one of the alternate options available at a significant discount. The sale for the [redacted] Solid Wood Adirondack Chair was only available on certain colors, and unfortunately only while supplies lasted. The inventory available on Wayfair.com is updated in real time, and unfortunately this particular product did sell out. We truly regret when this type of situation occurs, however we are subject to the availability of inventory from our suppliers . Additionally, per our order acceptance policy, "Wayfair reserves the right, without prior notification, to limit the order quantity on any item and/or to refuse service to any customer. Verification of information may be required prior to the acceptance of an order. Prices and availability of products on the Sites are subject to change without notice. Errors will be corrected when discovered and Wayfair reserves the right to revoke any stated offer and to correct any error, inaccuracy, or omission (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 customer has any additional questions or concerns they 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 caused to the customer. In an effort to rectify the situation, we are issuing a check to cover the cost of the damaged done to the Consumer’s property.Regrettably, during the delivery the Consumer's (our customer's neighbor) yard was damaged. Wayfair takes issues such as this very seriously and only work with licensed, insured movers should in the rare event these circumstances occur. We have reached out to the Consumer to further apologize for the trouble. If the Consumer has any additional questions, she may contact [redacted] at [redacted]. 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 # [redacted]. . 
I have already filed a fraud complaint with my bank, they have refunded my purchase price, and I purchased a bed locally. Also the response from Wayfair is unacceptable and proof of their ongoing incompetence as they mention a ship date and then an anticipated arrival date of a month earlier than the ship date!
Regards,
[redacted]