Wayfair, LLC

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order. In an effort to rectify the situation, we fully refunded the customer on May 18, 2015. 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 May 15, 2015 the customer notified us that the  [redacted]™ 7.5' Pool Table he ordered and received was damaged and missing parts. The customer requested a refund and a pickup of the damaged table. The refund has been processed and we’re contracting a carrier to pick up the damaged table at our expense.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 apologize for the inconvenience the customer experienced with her order. We stepped outside of our return policy to refund the customer in full for the Antique Gold Fireplace Screen. We are proud to offer our customer's a 30-day return policy. Per our return policy, 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. 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 successfully had [redacted] pick up the package on 10/10 and return it to our warehouse 10/14. The customer was refunded $169.99 on 10/10 and was provided proof that this refund was processed back to her original payment method. We reached out to the customer to further apologize. 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

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 their order. In an effort to resolve the situation we have ordered the customer a replacement for the correct tile needed.The customer placed their order for the Kellani - 12" x 12" Engineered...

Stone Mosaic Tile in Brown on September 4th 2017. The customer contacted us on September 19th 2017 to notify us that their delivery arrived as the incorrect tile. Unfortunately, we incorrectly listed the 12" x 12" Engineered Stone Mosaic Tile with the incorrect part number. We have no desire to mislead our customers and regret when these rare errors occur. A customer relations specialist has been working with the customer to resolve the complaint. The replacement tile order is estimated to ship October 4, 2017. If the customer has any additional questions they may contact [redacted], at ###-###-####. We hope this information is helpful in resolving the complaint.Kind Regards,[redacted]Wayfair.com

To Whom It May Concern: We sincerely apologize for the inconvenience this customer has experienced with her order. The customer placed an order on August 27th for the [redacted] Cocktail table. Unfortunately, we experienced a pricing error on our website and the product was listed with the...

incorrect pricing. We notified the customer on August 31st that her order had been cancelled and we provided her with a promotional code. The customer was never charged for the order.We have contacted the customer to offer multiple options in addition to the 15% courtesy promotional code; however, we are unable to honor the incorrect pricing. Per our order acceptance policy, Wayfair reserves the right to revoke any stated offer and to correct any error, inaccuracy, or omission even after an order has been placed. It is never our intention to mislead our customers.If the customer should have any additional questions or concerns she may contact [redacted] at [redacted]. We hope this information has been helpful in resolving the complaint. Best Regards, [redacted]Wayfair.comCustomer Advocacy

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 spoke with [redacted] today and very disappointed with the response.  I have given her a picture at time of purchase with the proof of the pricing on the internet for the "set"  I also showed her the recpt that shows the set and not just the sofa.  The driver who delivered the merchandise had alcohol on his breathe.  The compensation whether it is accidental or intestinal is irrelevant that fact is it was done.  She offered $100 discount on the balance of the furniture.  This is a further humiliation to me as a consumer.  Her comment was " we do not have the room to discount the furniture any more.  Very disappointed, to this point not happy with there ability to care of customers when they are wrong - clearly.
Regards,
[redacted]

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]. Please add your rejection comments below. I have spoken to [redacted] before their response was written and it was agreed that I was not being charged any shipping fees due to the fact the item was to be delivered by 4/22/16 and was not. It was received at the transporter on 4/20/16 and sat with an unknown date of delivery. I have all documents proving this directly from Wayfair and [redacted] who encourage a claim be filed and a full refund finally went through. There is no agreement to "split" costs and this is all on a recorded line as of yesterday afternoon 5/07/16 at which time I spoke with [redacted] and it was agreed a full refund was given and the case was closed. I am only writing this so that it is clarified and no charges are authorized by Wayfair to my credit card on file. I was told they had made an exception and [redacted] would respond accordingly. All dates and claims on their part to not coordinate with all emails I have and actual occurrences. 
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience this order has caused our customer. The customer placed their order for the [redacted] 89" Sofa on August 6, 2017 and shipped on August 21, 2017. We strive to ensure that all orders are successfully filled and delivered to the...

satisfaction of our customers. Regrettably, the customer's order has been deemed Lost in Transit and failed to arrive at our local delivery terminal. We initiated a dock search to find the lost merchandise and agree the delay with the customer's order is unacceptable. The customer's [redacted] 89" Sofa was not found.We reached out to the customer to further apologize and to facilitate the full refund 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, [redacted]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 provided upgraded the customer’s delivery to Room of Choice instead of Entryway.The customer placed his order for Corsica Boat Shaped Conference Table on Monday...

6/6/16. We provided an order confirmation after it was placed with an estimated shipping estimate of Thursday 6/9/16 and an estimated arrival to our local delivery agent by 6/30/16. Regrettably, we did experience a small delay in transit and the table arrived at our delivery company on 7/1/16. Due to the holiday weekend, our delivery company reached out to the customer on 7/5/16 to schedule and the delivery appointment was set for 7/6/16. 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 the customer to further apologize for the delay and upgraded the customer’s delivery to Room of Choice instead of Entryway. 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.Best Regards,Wayfair.com

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with her order and the quote provided. We do our best to ensure that our products are listed with the correct and most up to date information. Regrettably, when the quote was created for the AJ Trading -...

Grand Legend Vinyl tile, the item was listed with the incorrect price as a result the quote was also incorrect. We sincerely apologize for any inconvenience error and 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. 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 sincerely apologize for the inconvenience the customer experienced with their order. In an effort to resolve the situation, we have shipped an alternate item to the customer.We offer many items in our clearance center (previously purchased and returned merchandise) at a...

large discount. While the returned clearance [redacted] [redacted] 4 Piece Sectional Seating Group with Cushion was listed on our clearance center as being in stock, the customer’s order had been delayed due to allegedly being out of stock. We have confirmed that we were out of new stock and that the clearance returned item was no longer available for this item. We have no desire to mislead our customers and regret when confusion like this occurs. We sincerely apologize for any inconvenience.We have reached out to further apologize and have provided an alternate product that was in stock for the same price. 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.Best 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 our error we have refunded the customer in the amount of $140.99 and $109.01.The customer placed her order for the [redacted] [redacted] TV Stand on December 26, 2016. The...

customer contacted us on December 31, 2016 to notify us that she was missing some pieces. At that time the TV stand was out of stock and parts were unavailable so we issued a full refund back to the original payment method which was a gift card.The customer reached out to us again on January 2, 2017 to inform us she no longer had the gift card she used and asked if the refund could go back to her credit card. We attempted to refund the customer and regrettably over-refunded her in store credit, at which time we collected those funds again. We truly regret when these infrequent errors occur and are making all efforts to avoid a similar situation from happening in the future. We reached out to the customer to further apologize for the trouble and have refunded her in full. 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 apologize for the inconvenience the customer experienced with her order. In an effort to rectify the situation, we fully refunded the customer $724.90 via check on January 20, 2017. 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 January 6, 2017 the customer notified us that the replacement [redacted] [redacted] Storage Platform Bed she received was also defective. Regrettably, the issue was reported after one year and therefore the system was only able to process the refund to store credit. We have manually processed the refund in a check form back to the customer. We reached out to the customer to further apologize for the trouble. If the customer has any additional questions, she may contact [redacted], at [redacted]617-502-7333 or [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]. After cancelling my order, Wayfair offered me a 15% discount off a future purchase, when as you can see from the attached image, the item I had purchased on sale was 96% off. [redacted] said "I would be more than happy to assist you in locating a rug similar to the [redacted] Ivory Area Rug. If we are able to locate a new rug, I would certainly be willing to discuss applying an additional discount on the item total."To which I replied: If you could you assist me in locating 2 indoor area rugs that are around the same size & and can be discounted to the same price that I paid for the cancelled order that'd help and if I can get a few options to possibly choose from that'd be fantastic.
And I haven't heard back since Nov 28th and I followed up on Dec 1st and still no reply. According to California Business and Professions Code Section 12024.2 it is unlawful for any person, at the time of sale to charge an amount greater than the price, or to compute an amount greater than a true extension of a price per unit, that is then advertised, posted, marked, displayed, or quoted for that commodity but apparently Wayfair's policies means that it can get away with changing the purchase price because that's stated on their website? Regards,
[redacted]

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] [redacted] Cream Area Rug. We are proud to offer our customers a 30-day return policy. Per our...

return policy, 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. 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], 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 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 Kitchen Island . The customer placed her order for the...

Island  on 1/13/2016. At the time of purchase, we provided her with an estimated ship date of 1/20/2016. The customer contacted us on 1/14/2016 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. 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. The customer placed her order for the [redacted] Bedroom Set on January 22. The customer contacted us on February 9th to notify us that the headboard was damaged. We promptly ordered...

the customer a replacement part to be shipped. Unfortunately, the replacment piece that was ordered was lost in transit, and another replacement was ordered. We sincerely apologize for the trouble caused and agree the delay with the order is unacceptable. A customer service specialist has been working with the customer to resolve the complaint. We have confirmed with our delivery partner that the delivery to the customer has been scheduled.If the customer has any additional questions she may contact [redacted], Revdex.com liaison at [redacted]. We hope this information is helpful in resolving the complaint.Best Regards, [redacted]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]. Please add your rejection comments below. The photos of the bed were not clear enough to see the color of the bed.  The color is advertised as Gray and in reality it was a very masculine tweed of black and white.  The photo misrepresented the product.  The ship date was NOT confirmed on the first.  I was only told the item shipped once I tried to cancel but not prior which is standard procedure industry wide.  The order date was on the weekend, again I refer back to the desire for WAYFAIR to force me to take a product I tried to cancel  Had I cancelled it successfully or received my shipping refund as requested I would happily have done business with them in the future.  As it is I feel I have the right to a shipping refund based on the fact the bed is NOT what is stated in the ad nor did the picture depict it in a large enough format to determine it was NOT gray as advertised, it is black and white tweed.
Regards,
[redacted]

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 still have not received the product.  I just received a message from Revdex.com indicating the case was closed.  I am very dissatisfied with this company and would hope the case would remain open as I have not received satisfaction from Wayfair.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that a full refund, although inconveniently issued in 3 different transactions, sufficiently resolves my request for such. I appreciated receiving a considerate email (copy attached) from the company's representative which acknowledges the "inconvenient" and "unconventional" company policy for handling returns, particularly of damaged items. However, I will not be doing business with Wayfair in the future -- I am even less likely to do so now that I know our issues with receiving a response from the company's support team result from an actual policy (rather than a service error) to respond to damaged order reports "within 30 days." I find that window of time to be an unacceptable response time for anyone who has received a damaged product and would not want to experience that in the future.
Regards,
[redacted]