Wayfair, LLC

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 am unable to accept wayfairs response until my issue has been resolved and I receive my order. Although wayfair has been in contact with me (which I greatly appreciate) I still do not have the sofa I ordered. Wayfair states it is out of stock at this time. This is similar to what I have been dealing with since last November. Thank you.   
Regards,
[redacted]

To Whom It May Concern, We sincerely apologize for the inconvenience the customer experienced with her order. The customer placed her order for [redacted] - [redacted] 24" Single Bathroom Vanity Set on June 25th, 2016. The customer contacted us on July 23rd to notify us that her delivery arrived...

and the item was missing a part of the sink (the drain was missing). We originally offered the customer to purchase the drain with Wayfair. Unfortunately, we mistakenly did not offer the drain for free to begin with. We sincerely apologize for the trouble caused and agree that the customer shouldn't have to pay for the drain. A Customer Relations Manager has been working with the customer to resolve the complaint. We provided the customer with a $57 discount off the order because she purchased the drain elsewhere. 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

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, once I receive a refund in the amount of $120.93.  I rejected the shipment delivery over a week ago, and so far have not received a refund to my credit card.  I am happy with their proposed solution, but consider this claim open until I have my money back.  I need to respond on way or the other or you will close my claim, so this is my conditional response.  I don't reject it, as their solution is what I've asked for from the beginning, but I don't accept it until I have the refund.
Regards,
[redacted]

To Whom It May Concern,We apologize for the inconvenience the customer experienced with his order.The customer ordered the [redacted] Studio - [redacted] Dining Table on 1/22/2018. The customer contacted us on 2/23/2018 to report that they were unaware of what "Faux Marble" was at the time they placed...

the purchase; the customer was expecting a real marble table top. Wayfair offered our apologies for the misunderstanding and explained that the word faux means "in imitation of". We are proud to offer our customers a 30 day return policy. Per our return policy, return shipping costs are deducted from the customer’s total refund, however a full refund can be issued to store credit as an option.  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. Wayfair has stepped outside our policy on the customers behalf to offer half the cost of the return shipping in Store Credit for the inconvenience. A total refund of $408.83 has been refunded to the customer original payment method, the remaining balance of $82.78 is available for use on the customers Wayfair account. 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,Wayfair.com

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced while shopping with us. In an effort to resolve the customers concern, we offered to provide a significant discount on the remaining pieces of the Configurable Living Room Set.We always do our best to ensure that our products are listed with the correct and most up-to-date information. Regrettably, when the customer was interested in purchasing the Configurable Living Room Set, it was listed with some unclear options. Again, we sincerely apologize for any inconvenience our error caused to the customer and have updated our listing to show in a more user friendly setting.We reached out to the customer to further apologize. While we are unable to honor the price the customer paid for all options on the [redacted] Configurable Living Room Set, we stepped outside our policies by offering a lower price for the remaining pieces in the set. We also offered to provide a significant discount on a similar set although the customer has declined.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,The Wayfair.com team

To Whom It May Concern,We apologize for the inconvenience and confusion the customer experienced with her order. Our Lifestyle images are meant to portray our items in a room setting to allow our customers to envision how these items may look in their own home. While our listing photograph does...

contain chairs, a bench, and a rug, it is listed as a Counter Height Dining Table and provides information regarding only the table. We have no desire to mislead our customers and have taken steps to further clarify our listing. Although we are unable to provide the bench and chairs at no additional cost, we have reached out to the customer to further apologize for any confusion with our listing. We have offer assistance with a return for a full refund. 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,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 part of the swing set that was damaged while in transit and processed a partial refund of $495. The customer ordered the [redacted]...

[redacted] Swing Set on 3/27 and it was shipped from the warehouse on 3/31. On 4/11 we were informed that part of the swing set was refused by our delivery company due to damage to the package. Once we discovered which part was damaged we ordered the replacement for the customer. This replacement part was shipped on 5/2 and will be delivered to the customer on Friday 5/6. The remaining items will be delivered on Thursday 5/5. We reached out to the customer to further apologize for the trouble. If the customer has any additional questions, she may contact [redacted]. We hope this information is helpful in resolving this complaint. Kind Regards,Wayfair.com

To Whom It May Concern,We apologize again for any inconvenience caused to the customer. The customer has been contacted by our local delivery agent and the order has been scheduled for delivery to the customer on Apr 28, 2017 (02:00 PM - 06:00 PM). 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 inconvenience caused to the customer.  The customer placed his order on Sunday July 5th for the [redacted] . Unfortunately, the customer experienced an unexpected odor upon receiving the item. We...

strive to ensure that all orders are successfully delivered to the satisfaction of our customers and we agree that the odor with the customer’s item is unacceptable. We reached out to the customer to apologize for the inconvenience and to work with him towards a satisfying solution.  We have offered to order a replacement or to provide him 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. Best Regards, [redacted]Wayfair.com

To Whom It May Concern,We are very sorry for the trouble the customer experienced on her order. In an effort to rectify the situation, we have provided a breakdown of the billing and reached out to offer a return on the items she received.The customer placed her order on June 18, 2016 in the amount...

of $297.93. The order total was settled on June 22, 2016 in two separate transactions ($286.05 ARN [redacted] and $11.88 ARN [redacted]). As a one-time exception we provide the customer a refund of $56.00 (ARN [redacted]) on June 22, 2016 to price match the items on our site. The customer informed us that the 'Desertsunset' by [redacted] Painting Print on Wrapped Canvas arrived not as described. A refund of $84.01 was issued in two separate transactions ($11.88 ARN [redacted] and $72.13 ARN [redacted]) on June 29, 2016.We reached out to the customer to further apologize for the trouble and provided her with a screen shot of her updated invoice. We have also offered to set up a return on the remaining items on her order if she was seeking a full reimbursement of her charges. 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 inconvenience the customer experienced with her order. The customer placed her order for the [redacted] Home Furnishings - [redacted] 9 Drawer Dresser on August 14, 2015. The customer contacted us on May 18, 2016 to notify us that one of the...

pull handled on her dresser was broken. At the time we no longer carried this product on our site, we offered $50 to cover the cost of the broken handle and advised that she should contact the manufacturer directly to see if they would be able to ship out a replacement.The customer reached out to us again in January, we refunded her $75 to store credit on January 9,2017 as this was outside of our year warranty. The customer contacted us again on January 10, 2017 stating she did not want the store credit. At which time we were able to work with the manufacturer directly to have a replacement handle shipped out. The new handle shipped via [redacted] Tracking # [redacted]. Which was delivered to the customer on January 17, 2017If the customer has any additional questions she may contact [redacted] or [redacted], Revdex.com liaison's at [redacted]. We hope this information is helpful in resolving the complaint.Best Regards,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, the customer's replacement hardware pack was delayed. I have contacted the carrier with tracking number [redacted]. The replacement hardware pack is scheduled for delivery on Thursday 9/14/2017.We reached out to the customer to further apologize and to facilitate the delivery of merchandise. If the customer has any additional questions she 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 the customer experienced with his order.  Unfortunately, we incorrectly listed the [redacted] - Medium-Back Adjustable Swivel Office Chair as a set of 4 chairs when it should have been priced for a single chair. We have...

no desire to mislead our customers and regret when these rare errors occur. In an effort to rectify our error, we have provided a partial refund to the customer and removed the item from the website. If the customer has any additional questions or concerns he may contact [redacted] We hope this information is helpful in resolving the complaint.Best Regards,[redacted]Wayfair.com

the item was refused and returned.  Refund my money.  I was called out of town.  It's a shame the way they treated me, and unnecessary. 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]

To Whom It May Concern,We sincerely apologize for the delay the customer experienced with the delivery of their order.We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers and do our best to provide the most accurate delivery estimates...

possible at the time an order is placed.   A member of our Customer Advocacy Team has been working with the customer to ensure the delivery of his item and provided a $150 discount due to the delay  of the order.  The order has been delivered to the customer’s home on September 11th. If the customer has any additional questions or concerns, they may contact [redacted]  We hope this information is helpful in resolving the complaint.Best Regards,[redacted] Wayfair.com

To Whom It May Concern,We are very sorry for the trouble the customer experienced with their order. As requested by the customer on December 1st, their order for the [redacted] Sofa was cancelled and all pending charges have been fully reversed.We work hard to provide accurate shipping and delivery...

estimates and we sincerely apologize when an item is backordered without prior notice. On November 28th the customer was notified by email that their order for the sofa was placed on a backorder for several weeks. They contacted us on December 1st and requested cancellation of this order.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

To Whom It May Concern,We apologize for the inconvenience the customer experienced with their order.  The customer’s order has been cancelled and their pending charge of $24.80 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 [redacted] Furniture - [redacted] End Table, QTY 2, the item was listed with the incorrect price. We sincerely apologize for any inconvenience this error caused to the customer and have updated our listing to accurately show the correct price.  As stated in the Order Acceptance Policy of our terms and conditions here, Wayfair reserves the right to correct errors when discovered and to revoke any stated offer and to correct any error, inaccuracy, or omission including after an order has been submitted. We truly regret when these experiences occur and are working hard to ensure an error such as this does not happen again in the future.We have reached out to the customer to further apologize, and offered a $100 discount off the product. 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 trouble the customer experienced with her order. The customer’s order has been cancelled and her pending charge of $35.62 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 9'3'' x 12'6'' [redacted] Ivory Area Rug, the item was listed with the incorrect price, as it was not up charging for the larger sized rugs. We sincerely apologize for any inconvenience our error caused to the customer and have updated our listing to accurately show the correct price.   We reached out to the customer to apologize and offered a discount off of this item. 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,[redacted]Wayfair.com

To Whom It May Concern:We sincerely apologize for the inconvenience this customer has experienced when looking to purchase an item on our website. It is never our intention to mislead our customers and apologize for the confusion that the customer experienced with our product options.The customer...

was looking to place an order for a cat tree. After finding a cat tree she was interested, the customer went to the product page and saw that the price was for around $50. Many of our items have multiple options. This particular cat tree has 3 options for the color. The customer was interested in the beige which is an additional amount. After choosing the beige option, the price changed to the appropriate amount. The customer contacted our service team regarding this discrepancy and while explaining the difference in prices for each product, the customer disconnected. We apologize for this confusion. We have since reached out to the customer and provided a 15% promotional code for the inconvenience and confusion. 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.com

To Whom It May Concern, We apologize for the inconvenience the customer experienced with their order. In an effort to rectify the situation, we fully refunded the customer $50.66 on 12/18/17. We handle lost, defect 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 lost items. On 11/4/17 the customer notified us that the Tea Kettle they ordered that we reported received as missing. We issued a replacement on 11/5 that was then reported damaged on 11/9. Regrettably, the next two replacements were also damaged. We have requested additional packaging from our warehouse when available. We understand the customer's situation and have issued another Tea Kettle free of charge to be expedited to the customer. We reached out to the customer to further apologize for the trouble. 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