Wayfair, LLC

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced while shopping with Wayfair. In an effort to rectify our error, we have provided the customer with the opportunity to purchase with discounted pricing.The [redacted] Living Room Collection is a customizable...

collection on our site. This includes a base price $704.50 to include only the main piece. Adding one of each of the additional pieces creates a full collection with a price of $1,577.42. We have no desire to mislead our customers and provide this information before the items are added to cart.We reached out to further apologize and have provided a coupon code to purchase the item a discounted rate. 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 apologize for the frustration the customer experienced with her order. We stepped outside of our return policy and have fully refunded the customer for the return of the Aisling Panel Bed.We strive to provide the best product images on our site so that our customers place orders for them with confidence. We have no desire to mislead our customers, and regret to hear that the customer was not happy with the Aisling Panel Bed delivered based on the image available on our site.We have reached out to the customer to apologize and have stepped outside of our return policy by waiving the return shipping costs. 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

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. I would further like to personally thank both the Revdex.com & Wayfair for helping to resolve this situation. Because of the excellent customer service by [redacted], I am happy to say that all has been forgiven & I will talk fondly of the service I have received here. It's much appreciated, thank you so very much!   
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for any inconvenience the customer experienced on this 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 placed his order for the Cabinet Folder, the item...

was listed with the incorrect price. We understand the customer’s situation and agree the it should have been handled differently. We have addressed the issue with all parties involved. We further apologized for the issues with how the situation was handled and have provided a quote to replace the order at the price of the original order. If the customer has any further questions or concerns, she can reach out to [redacted]. at [redacted].Kind Regards,Wayfair.com

To Whom It may Concern, We sincerely apologize for the trouble the customer experienced with her order. We upgraded the shipping at no additional cost to the customer to next day delivery. Regrettably, our carrier mistook the customer’s address for a business address as a result the delivery of the replacement table top was delayed and delivered on April 5, 2016 instead of April 4, 2016.We understand the customer's situation and agree the delay with the replacement table top 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 sincerely apologize for the inconvenience caused to the customer.The customer placed their order on 10/19/2017 and, due to a system error, experienced multiple pending and voided charges. It is never our intention for these types of errors to occur and we are working...

with our finance and engineering teams to prevent this kind of issue from happening in the future. We have reached out to the customer to further apologize for the frustration caused and are working with our finance team to reverse the remaining pending charge. If the customer has any further questions or concerns, they may contact [redacted] at [redacted].Kind Regards, [redacted]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 fully refunded the customer $319.99 on August 30, 2017. We are happy to order replacements parts or units, or offer a full refund for any merchandise that...

arrives damaged or defective to the customer. On August 29, 2017, the customer notified us that the [redacted] Drawer Dresser he ordered and received was damaged. Regrettably, this issue was not resolved to the customer’s satisfaction as we were unable to have the damaged item picked up immediately. The customer has since been fully refunded for the item, and was able to have the damaged dresser picked up per his own means.We reached out to the customer to further apologize for the trouble. If the customer has any additional questions, 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 the customer experienced with his order.The customer placed his order for the [redacted] 58" Double Bathroom Vanity Set with Mirror on 9/02/2017. Regrettably, the vanity was delivered with a missing faucet on October 3rd.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. We ordered the correct parts, however they were back ordered until late December. The parts have shipped and are estimated to arrive on 1/4/2017.We work hard to create an effortless experience for our customers and we apologize that this wasn't the case with this order. We work very closely with our warehouses and delivery agents to ensure orders are shipped complete without missing parts and delivered without damage. We will address the lack of follow up with the customer and will address training opportunities associated with this order.We reached out to the customer to further apologize for the trouble and issue a discount for the delay on the order. If the customer has any additional 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 frustration the customer experienced with her account.On April 9th the customer placed her order, but the system did not recognize a financing option had been selected. Unfortunately, her order was processed even though she qualified for 12...

months of no financing. We understand the customer's situation and agree the financing should have been applied. We are working with our credit card team to ensure that the status is changed to reflect this.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

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. 
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with her order.  The customer placed her order on 7/26/2017 for the [redacted] Steel Standard Hammock Stand which arrived on 8/1/2017. Regrettably, she received a chair hammock stand instead....

We are working with our warehouse to ensure this kind of error does not occur in the future. In an effort to rectify our error, we have provided the customer with a full refund as well as a promo code to use on a future order. We are proud to offer our customer’s a 30 day return policy. Per 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 policy. We have no desire to mislead our customers in any way and regret when these isolated incidents occur. We have reached out to the customer to further apologize. 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 apologize for the inconvenience this order has caused our customer. Regrettably, we were not able to change the shipping address on time on the [redacted] Beaded Leaner Mirror the customer ordered. We reached out to the customer and ordered a replacement [redacted] Beaded...

Leaner Mirror at no additional cost to them. The replacement mirror shipped out on today, April 6th. It is estimated to be at the local delivery terminal on or before April 19th. When it is received, we will reach out to the customer to set up a time for delivery. We reached out to the customer to further apologize and to facilitate the delivery of this merchandise. If the customer has any additional questions 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 apologize for the inconvenience this order has caused our customer. Regrettably, the customer's order was lost in transit October 20th. We reached out to the customer and ordered a replacement at no additional cost to them. The replacement was shipped out on October 21st. It is estimated to be at the local delivery terminal on October 31st. When it is received we will reach out to the customer to set up a time for delivery. We reached out to the customer to further apologize and to facilitate the delivery of this merchandise. If the customer has any additional questions they 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 20% discount on the customer’s order.The customer placed his order on 11/30 for the Yosemite Side Chairs, Yosemite Extendable Dining Table, and...

Yosemite Sideboard. We originally estimated for these items to arrive in the customer’s local delivery area around 12/30. However, an unexpected delay in transit pushed the estimated arrival to the local delivery area between 1/08 and 1/13. We strive to provide our customers with accurate shipping estimates. We have no desire to mislead our customers and regret when these rare errors occur.We reached out to the customer to further apologize for the trouble and have provided a 20% discount for the delay. If the customer has any additional questions, 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 sincerely apologize for the trouble the customer experienced with her order. The customer’s order has been cancelled and his pending charge of $9.99 has been voided.We unfortunately encountered a pricing error with the Carlotta 1 Light Mini Pendant, 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)” (http://www.wayfair.com/customerservice/general_info.php-privacy).We have reached out to the customer to further apologize and have offered a 20% discount off an alternative item. 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 apologize for the inconvenience that the customer experienced with her order. In an effort to rectify the situation, we offered a discount of $100 to keep the dresser as is or a return for a full refund.      We have shared the...

customer’s photos with the manufacturer and they confirmed that the dresser is not necessarily damaged or defective, but that this item has a distressed finish.  The distress marks will vary from piece to piece resulting in a unique finish. That being said, we understand the customer is unhappy with the piece and we are more than happy to come to a resolution that works best for her.    We reached out to the customer to further apologize for the trouble but have not yet received a response.  If the customer has any additional questions, she 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 sincerely apologize for the inconvenience caused to the customer. To rectify the situation, we have ordered the customer a replacement dining set.The customer placed her order on 2/5/2016 for the [redacted] 7 Piece Dining Set. Unfortunately, her item was deemed lost in transit...

by our carrier on 2/29/2016. 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 have contacted the customer to further apologize for the delay, and the lack of updates she received in regards to the status of her order.  We have ordered the customer a replacement dining set and have offered to monitor its progress until it reaches the customer and everything is to her satisfaction.If the customer has any additional questions, he may contact [redacted] at [redacted]. 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 # [redacted].Wayfair has not provided satisfaction as I do not have a bed.  They claim that the "listing for the [redacted] - [redacted] Upholstered Bed was incorrect and was priced and sold as a set of rails" yet you can clearly see from my attachments the listing specifically states that it is a complete bed and someone has even asked if it was a full bed. I don't feel that it should have taken them a week to contact me with the error and I think it was unfair to cancel my orders when my beds had already shipped.  They are offering discounts, but at the prices they are offering I can't afford to buy beds from them.  I really just would like them to honor their price as it was listed and send my beds.  
 Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience caused to the customer. In an effort to rectify the situation we will be refunding the customer for this order in full. We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our...

customers. The customer placed his order on May 31, 2016 for the Fontaine Sectional. Unfortunately, the sectional was damaged in transit. While we promptly ordered a replacement sectional on June 15, 2016, sadly, it was confirmed as lost in transit on July 18, 2016. Even though we promptly ordered a second replacement on July 18, 2016, regrettably, it too was damaged in transit. We understand the customer’s situation and are investigating the causes to prevent similar occurrences from happening in the future as we agree that multiple issues on an order is unacceptable. We sincerely apologize for any inconvenience.We have reached out to further apologize and have provided a full refund. 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 sincerely apologize for the trouble the customer experienced with her order. The customer’s order has been cancelled and her pending charge of $64.60 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 Lucente Random Sized Glass and Stone Mosaic Tiles in Grazia Linear, the item was listed with the incorrect price. We sincerely apologize for any inconvenience this caused our customer and have updated our listing to accurately show the correct price.  We have reached out to the customer to further apologize and have also issued a gift card as a gesture of our apologies. 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