Wayfair, LLC

[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:
I have reviewed the response submitted by the business, in addition to speaking with [redacted] 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 frustration the customer experienced with their refund.The customer submitted the order with two cards on 10/30/2017. We received the customer's return on 01/10/2018 and refunded the appropriate cards. The customer reported to us at the time that...

they did not receive the refund to his Wayfair Card totaling $930.00. We assisted the customer with contacting the card-issuing bank to ensure the negative balance totaling $930.00 was refunded. As of today, 2/7/2018 the customer has reported that they have not received their remaining refund via check. We helped reach out to the card-issuing bank to confirm the check was cut and sent and were informed it was cut and sent on 1/17/2018 and takes 3-5 weeks for delivery and updated the customer.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 inconvenience caused to the customer.The customer placed their order on 04/19/2017 for the [redacted] TV living room furniture pieces. The items shipped on 04/21/2017. Unfortunately, the order shipped and the tracking did not update correctly so the...

customer was unable to track his order. The customer then contacted our customer service team to receive an update and we were unable to provide an update in a reasonable time-frame. We strive to ensure that our customers are able to obtain status updates on their orders with ease and agree that this issue with the customer's order is unacceptable.A customer service manager has been working with the customer to ensure the delivery of their item. The customer will be contacted within 24-48 business hours by our delivery agent to schedule a delivery appointment for a specific day and time frame.If the customer has any additional questions or concerns, they may contact [redacted], at 8[redacted]. We hope this information is helpful in resolving the complaint.Best Regards,[redacted]Wayfair.com

To Whom It May Concern, We apologize for the inconvenience the customer experienced with their order.  The customer reported their hardwood floors being damaged during the delivery of a sofa on November 16, 2017. We instructed the customer to file an insurance claim with our delivery...

partner. Wayfair takes issues such as this very seriously; we only work with licensed and insured delivery companies should a rare event such as this occur. Our delivery partner has determined they are not responsible for the hardwood floor damages and has denied the customer's claim. After our delivery partner denied this property damage claim, Wayfair's legal team reviewed the situation and determined Wayfair will not be taking any further action on this claim. We reached out to the customer to further apologize and as a gesture of our apologizes have provided a discount on the customer's order. 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 the customer experienced with her order.  The customer has been fully refunded $629.99 for the Right Hand Facing Sectional. When an order is placed with a Credit Card a pending charge is place on the customer’s account as the charge...

is only settled when an item ships. Regrettably, there was a small delay in the sectional shipping from the warehouse. Unfortunately, when the customer requested cancellation on 8/1/15 the sectional had shipped from our warehouse at which time we attempted to settle the balance. 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 due to the unexpected delay we have stepped outside our 30 day return policy and have provided the customer with a full refund for the returned sectional. 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,[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 the [redacted] Furniture - Curio Cabinet on 4/20/17. The Curio Cabinet was, regrettably, delivered with several incorrect and damaged parts on 5/10/17.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 5/15/2017, we ordered the correct parts which were delivered, and unfortunately, the customer is still missing parts. At this time, we have ordered a replacement Curio Cabinet to resolve this issue for the customer.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 reached out to the customer to further apologize for the trouble. 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,[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. 
I have repeatedly requested that [redacted] no longer be my account manager.  In fact, I was told by [redacted] that she would not be, and that I would be contacted by a new business account manager within the week (this was 12/23/15, today is 1/4/16).  It is the latest in a long string of promises by the business account team that has not been fulfilled.  If no other account managers are capable of following up either I would prefer to have my account reverted to a non-business account.I also feel it's important that Wayfair warn customers when signing them up for 'business' accounts about the difficulty of resolving shipping troubles.  (I'm sure that won't happen, but I still think they should be warned.)
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with his order.  In an effort to resolve the situation, we have provided a full refund.We offer many items in our clearance center (previously purchased and returned merchandise) at a large discount....

While the returned clearance [redacted] Side Chairs were listed on our clearance center as being sold individually, brand new inventory was listed on our site as a set of 2 at normal retail pricing. 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 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.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 #[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 ConcernWe sincerely apologize for the inconvenience and frustration the customer experienced with her order. The customer was fully refunded $728.49 on November 6, 2015.The customer placed her order for the Glory Furniture - Panel Bed in two different sizes (8 King size beds and 4...

Full size beds) and 3 different colors (Purple Grey and Sky Blue) on September 13, 2015. The customer contacted us on October 6, 2015 to notify us that she received two twin size & two full size beds instead of four full sized beds. We processed a return for the two incorrect beds and a refund of $728.49 was issued on November 6, 2015.On December 9, 2015 the customer requested to return the two full sized beds as she was having difficulty processing the return herself through our ‘My Account’ and was unable to reach her Business Account Manager. We sincerely apologize for any inconvenience the customer experienced and agree the difficulty is unacceptable.We reached out to the customer to further apologize and to offer our assistance. In addition it was discovered that regrettably, the return in October 2015 was processed in error for all four full size beds instead of just the two twin size beds as a result the customer was fully refunded $728.49 on November 6, 2015. 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. The customer placed her order for the [redacted] - Florence 30" Single Vanity Set March 24th, 2017. The customer contacted us on April 10th to notify us that it was taking too long...

for the vanity to arrive. We explained that it shipped out sooner than expected, and was within the original estimated dates. Unfortunately, the item became lost in transit, and was deemed lost on April 18th. We sincerely apologize for the trouble caused and agree the delay with the order is unacceptable. A customer service supervisor has been working with the customer to resolve the complaint, and a full refund was issued on April 19th.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

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 $121.50 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 the order for the Safavieh - Evoke Beige/Turquoise 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. 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 trouble the customer experienced with her 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 her order for the 8 Drawer Dresser, the product...

description did not state that the drawers were a beveled mirror with a slight tint added. We sincerely apologize for any inconvenience this has caused to the customer and have updated our listing to accurately include all product descriptions. We have reached out to the customer to further apologize and have offered a discount to keep the item or to return for 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 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].  
 On 12.20/2017 all they did was give a name of [redacted] R to deal with me.  Wayfair can not get in their heads that I  have had 2 love seat recliners fail.They also do not show a phone call from [redacted] on January 5, 2017.  They can not cancel the letter dated 1/6/2017.   We have been fighting this for a year as of today. 
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced while trying to order the Melange 5 Piece Brynlee Dining Set. We have helped the customer place an order for the dining set at a discount due to the trouble.We do our best to ensure that our products are listed...

with the correct and most up-to-date information. Regrettably, when the customer went to place his order for the dining set, we were experiencing a technical glitch that caused the incorrect pricing be displayed on our site until the product was added to customers' shopping carts. We sincerely apologize for any inconvenience caused to the customer and have updated our listing to show the correct price. 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,Wayfair.com

To Whom It My Concern, We Sincerely apologize for the inconvenience the customer is experiencing with their order.Regrettably, our delivery agent in Pennsylvania is experiencing an unusually high volume of deliveries and as a result the customer's delivery has been delayed two weeks. 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 apologize and offered a discount for the trouble. A customer service manager will continue working with the customer to ensure the delivery of their item. 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, [redacted]Wayfair.com

Revdex.com:
I have reviewed the response submitted by the business.  It is inaccurate and does not reflect the actual efforts to resolve this case.  For the record, regarding complaint #[redacted]:1. I initially called customer service and the woman insinuated I was a liar.2. Case opened with Revdex.com3. Initial email from "[redacted]" at Wayfair's customer service -- sorry for the confusion, but but that's our price. 4. I emailed [redacted] back and provided a screen print of the item and price before it placed in the electronic shopping cart. (I also have screen print of the significant price increase once it was in the cart.)5.  [redacted] replied that the item is "on sale" and here is a 15% promotional code.6.  Since Wayfair is honoring the price, the item was purchased.This complaint is resolved. 
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. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business. Although the company didn't honor the advertised price for the sectional, they offered it to me at a reasonable price. In order to finally put this unfortunate situation to an end, I 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 apologize for the inconvenience the customer experienced with her order. In an effort to rectify the situation, we fully refunded the customer $ 1,274.36.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 30, 2016 the customer notified us that the Mercury Row Bedroom Set she ordered and received was damaged and missing pieces. Regrettably, the issue was not properly addressed. We understand the customer's situation and agree the retrieval of her order should have happened in a timelier manner.We reached out to the customer to further apologize for the trouble and are working with our carrier to have the items retrieved from the customer as soon as possible. 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