Wayfair, LLC

To Whom It May Concern,We apologize for the inconvenience this order has caused our customer. The customer submitted her order for two [redacted] Home - [redacted] Nightstands on December 4, 2016. We strive to ensure that all orders are successfully filled and delivered to the satisfaction of...

our customers. Regrettably, the customer’s original order was lost in transit as of December 15, 2016 and as a result the customer submitted a dispute with her credit card processor. We shipped a replacement for this order and the customer confirmed receipt of the replacement items on January 20, 2016. Although the customer thought the dispute had been closed, while working with the credit card company we found that the dispute did remain open and was decided in the customer's favor as of March 31, 2017. The funds were reversed back to the customer during this time and as such, Wayfair has not received payment for these items.We reached out to the customer to further apologize and will continue to provide assistance with her order. To date, we have not received sufficient documentation that the credit card dispute was closed and payment is still outstanding for this order. 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 TOV Furniture - Oliver 120" [redacted] Sectional Sofa in Beige on April 26th 2016. The customer contacted us on August 1st to notify us that her delivery...

arrived and the chaise and the sofa where two different colors. We promptly ordered the customer a replacement chaise to be shipped. Unfortunately, we needed to order a new unit, which was done on August 23rd. The customer then reported to us upon delivery of the new unit, that it too was also two different colors. The customer refused delivery and wanted a refund. We have pushed a refund back to the customer on October 27th 2016. It takes 3 to 5 business days for it to reflect on the card.A customer service specialist has been working with the customer to resolve the complaint. If the customer has any additional questions she may contact [redacted], at ###-###-####. We hope this information is helpful in resolving the complaint.Kind Regards,Wayfair.com

To Whom It May Concern, We are very sorry for the trouble the customer experienced on their order. On April 11th, the customer placed their order for the [redacted] Mid Century Tufted Sectional. Upon going through Wayfair's order processing, the information raised some concern causing us to mark this...

as potential fraud. Wayfair's fraud check is a rigorous process that is in place with the main goal of protecting our customers and their personal information. We check orders for any suspicious or incorrect information. If we cannot verify the authenticity of the information provided, Wayfair reserves the right to cancel any order at any time to ensure only valid orders are processed and shipped. We reached out to the customer to further apologize for the trouble and to assist in placing a new order with the given account restrictions. If the customer has any additional questions or concerns they may contact Jean Oreste at [redacted]. We hope this information is helpful in resolving this complaint. Best 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].
To Revdex.com and Wayfair, 6/7/2017Wayfair representative, [redacted], did call me and agree to refund both the cost of the chair and the extended warranty, which was purchased at the same time from Wayfair – a total of $343.86, taken from my account on 4/20/2017. She said to give it four days. On 6/3/17, the price of the chair was refunded – However, I am still owed $34.99. I called [redacted]'s direct number on 6/6/17 and left a message. As I have received no reply, I cannot agree that this matter is closed.  Sincerely, [redacted]
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with her order and the quote provided. Regrettably, when the quote for the Grand Legend 8" x 48" x 6.5mm Luxury Vinyl in Summer Beam was originally created the item was listed with the incorrect price. As a result we are unable to fulfill the quote. 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 recognize the inconvenience and frustration this has caused the customer and as a gesture of our apologies we have refunded the customer in full for the box she purchased. 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] Please add your rejection comments below. 
I will only accept the response from the business when all parts have been received and the product is installed as expected when ordered.  I have received shipping confirmation on the replacement parts, but installation requires that the part be the correct item and that the product as a whole is installed as a result of receiving this part. I do not wish for this complaint to be closed at this time.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not resolve my issues and/or concerns in reference to complaint # [redacted].  Before we make a decision on whether to accept your response, we would need to know:
WHAT IS THE EXACT NATURE/AMOUNT OF THE "DISCOUNT" YOU ARE OFFERING TO US? 
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 $158.30 on December 11, 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 November 18th , 2015 the customer notified us that the [redacted] 5 Drawer Chest she received was defective through My Account on our website. We sincerely apologize for the Drawer Chest arriving in a defective state and agree the lack of follow up is unacceptable.We reached out to the customer to further apologize for the trouble and have provided the customer with a full refund of $158.30. 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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
I am currently, rejecting this response to hear back from [redacted] at WayFair customer relations department. Agent is working to replace my bad with a much higher bed or see if she can get replacement parts from GA to go with the bed I originally received on April 19th. I am still dissatisfied with the time frame to receive bed on May 24th. [redacted] informed she would be expediting the original bed and would possibly receive it within 7 to 10 business days. I really would like to receive this bed but truly think its unacceptable to receive this bed on May 24th. When I checked my order this afternoon I will not receive the temporary bed frame until April 28th and I have yet to receive my [redacted] 7 piece bedspread. WayFair has the worst time frame of customers receiving even ground items. I am awaiting to speak back with [redacted] on April 24th.  Hopefully, she will be able to expedite my current order and find out what happen to my other order I placed with them.  
Regards,
[redacted]

To Whom It May Concern,We apologize for the inconvenience this order has caused our customer. In an effort to rectify the situation, we have provided the customer a full refund and have offered a discount off a future item.We strive to ensure that all orders are successfully filled and delivered to...

the satisfaction of our customers. Regrettably, the customer's order for the Lafayette Upholstered Bed was lost in transit on May 3rd 2016. While we initiated a dock search to find the lost merchandise, it was discovered to be damaged. Sadly, the replacement we had order is currently out of stock.We reached out to the customer to further apologize and assist in helping find an alternative that is in stock. 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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. It is very unfortunate that Wayfair believes the only thing they did wrong was mislabel a package as shipped instead of backordered. My package was labeled shipped and I was expecting to receive it during the expected shipment dates but when I realized that my package was past the due date I reached out to Wayfair where I was told I needed to wait 48 hours so that they could try to locate the package because Wayfair had no information about where the package was. After that 48 hours, which ended up being 4 days, I was told I needed to wait an additional 48 hours so that the company could confirm that the package was lost after they already confirmed that the package was not in the freight team warehouse. The package was then confirmed lost after, not the 48 hours I was told to wait, but yet another additional 4 days of waiting. On March 4, I was given the information by an associate AND a supervisor that my package was on the shipment truck ready to ship out that day and I would receive an email within 48 hours for tracking info. I waited 4 days for the shipment tracking information and never received it so I looked online at my order and saw that now instead of "processing shipping" that my order had changed to "backordered." My question is, how does this go from 2 different employees telling the buyer that their order was ON THE TRUCK ready to ship out that day to being backordered? So then I contact Wayfair and inform the supervisor about my whole situation and this supervisor contacts the warehouse and they just so happen to find ONE more king size Fulton bed. It all just seems very suspicious. After finding the one more Fulton bed that happened to be my size I then asked the supervisor if there could be a rush on this order or at least prioritize it before others due to it being extremely late. This supervisor along with others throughout my experience above never could tell me that my order would be prioritized. They always corrected me and made sure I knew it would ONLY be suggested but that they couldn't make any promises. This seems poor on a company's reflection of how they view their customers satisfaction. Here's an analogy, if I wait in line at [redacted] on a busy Sunday morning for a latte and they make my drink wrong, I do not expect to go to the back of the line and re-order my drink and then wait behind all of the other customers. What I expect to happen is for the barista to put my drink first and correct it.At this point in time, Wayfair has finally initiated another shipment of the package. The only issue this time, is that this package is again, past the expected delivery date. This has been an unbelievably horrible experience. I am a first time customer to Wayfair and this will certainly be the last time I order from them. Wayfair can not seem to take ownership for the full situation but picks and chooses which section to apologize for. Not only have I dealt with this situation now but I am extremely upset that the second time around Wayfair still can't get it right and my package is past the due date. At this point, I am requesting a discount off of my order.
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with his order.When shopping with Wayfair we ensure that all of our customers personal contact information is private and confidential. We do not provide any information in regards to order information,...

order issues or customer contact information to anyone other than the individual listed as the contact on the order. We will never send any financial documentation to anyone other than the contact on the order. We have confirmed with our Financial Department the only email they sent any billing inquiries to was solely the email provided on the order. In an effort to resolve the situation, I attempted to reach the customer by telephone. The customer stated that he did not wish to speak to Wayfair in regards to the issue and disconnected the call. 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

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 did accept responsibility for the comforter melting in the dryer, but is not willing to take care of the damage to the dryer.  Obviously they are going to refund me back for the scorched / burnt comforter (pictures attached), as this was the fault of the manufacture for putting in plastic polly fill as a filler in the comforter.  The distributer, as well, was made aware of this hazard, and continues to sell this product on their website.I feel that Wayfair can step up to the plate on this one. 
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience caused to the customer.The customer placed his order on November 20, 2016 for the [redacted] sectional and the [redacted] Cocktail Ottoman. At the time he placed his order, we provided him with an order confirmation, which contained the...

shipping and delivery estimates of December 12 and December 19 for his items. The sectional was shipped from our warehouse on November 21, 2016, and at that time we emailed him another shipping confirmation with the tracking information, so he would know when to expect his item. The sectional was estimated to arrive to the delivery agent between December 5-8. However, it actually arrived sooner than anticipated on December 2, 2016. The delivery agent has scheduled a delivery appointment for the sectional on December 14, 2016 between 2:30 PM and 6:30 PM and we have notified the customer.We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers. Because, we hold customer service to a high standard, we have reached out to the customer to apologize for the confusion with the delivery estimates and provided him with a promotion code for 15% off his next order which is good until March 1, 2017, due to the inconvenience he experienced.If the customer has any additional questions or concerns, he may contact [redacted], at ###-###-#### or by email at [redacted]@wayfair.com. 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. After speaking with [redacted] and getting a discount on the initial order The replacement items arrived even later then the ground shipping was expected to arrive so we waited even longer. I am dissatisfied but willing to close the complaint at this point.
Regards,
[redacted]

To Whom It May Concern,We apologize for the inconvenience the consumer has experienced on her order. We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers. Regrettably, this customer received two damaged Preston 3 Drawer Dresser with...

Mirror. As the customer was worried about incurring an additional cost to have the items disposed of locally, we scheduled a pick-up via [redacted] and have provided the customer with the necessary information and return labels. We reached out to the customer to further apologize and assisted with returning the damage items. 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 the customer experienced with her order.The customer placed her order for the [redacted] - [redacted] Upholstered Platform Bed on May 12, 2017. The [redacted] - [redacted] Upholstered Platform Bed was, regrettably, delivered with several...

incorrect and damaged parts on May 26, 2017.Unfortunately, we have experienced multiple issues in sending replacement beds to the customer. We truly regret when these rare errors occur and cause any inconvenience for our customers. We are currently working with the customer to resolve the issues surrounding this order as customer satisfaction is very important to us.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 are actively working towards a resolution. 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

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 not been contacted by Wayfair and no other alternatives were offered. In their response, they also failed to respond to the severely mismanaged manner my entire transaction was handled. If the item was indeed sold to another customer why would it have taken Wayfair a week and a half to tell me? I spent several hours on the phone either on hold or trying to locate the item. If the item was sold to another customer why was I told it was sent to my home and would be delivered the next day? It took Wayfair over an hour on the phone when they  finally told me it was no longer available. This is a frequent issue Wayfair customers experience. In the hours I was on the phone with representatives I was told this frequently happens. How is this okay?  Wayfair's response glosses over my specific situation. I have not been offered any alternative. I have not been contacted by Wayfair. I don't appreciate being lied to. This adds to the selfish, disrespectful and unethical fashion this entire transaction has been handled.   
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with their order. The customer's order has been cancelled and their pending charge of $10.00 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 their order for the [redacted] 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, they may contact [redacted] Carvell, 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 can only reiterate, yet again, How can Wayfair 'Look Into' the Situation(s) "WITHOUT PICKING UP THE DEFECTIVE ITEM(S) THEY CHOSE NOT TO PICK UP???" I was told, by [redacted], "THE ONE SUPPOSEDLY LOOKING INTO/HANDLING THE LATEST DEFECTIVE CHAIR???" As Stated Within This Latest, SO-CALLED ATTEMPT(?) TO RESOLVE THE SITUATION; What Do They Do When They Are NOT TRYING TO RESOLVE THE ISSUE(S)??? AGAIN, [redacted] HAS TOLD ME ON AT LEAST 5 OCCASIONS, THAT THE RECLINER WOULD BE PICKED UP WITH 3-5 BUSINESS DAYS; "5" TIMES!!! "THAT'S HOW MY CASE HAS BEEN HANDLED BY HER!!!" Yet Again, I CANNOT Answer To Every "WORD" spoken, on the phone or in over 300 email from/to Wayfair, since my 1ST DEFECTIVE ITEM RECEIVED; MY VERY 1ST ITEM PURCHASED!!! If we, the Complainant(s), have to Resolve Every Detail here with the Revdex.com, We Wouldn't Need The Revdex.com!!! As Long As I Draw Breath, I Will NOT Let It Go; MY INTEGRITY IS ON THE LINE!!! "WAYFAIR OBVIOUSLY DOESN'T HAVE ANY!!!""I'M STILL SICK & IN PAIN THAT DERIVED FROM HAVING "NO CHOICE" BUT TO USE THE DEFECTIVE CHAIR (ONLY A COUPLE DAYS; HAD I KNOW, I NEVER WOULD HAVE PURCHASED THE CHAIR IN THE 1ST PLACE!!!" WHAT MORE DO I HAVE TO PROVE HERE??? WELL, I HAVE A FEW PICTURES NOW, BUT WHAT WILL THAT PROVE, OTHER THAN I DON'T/DIDN'T HAVE ANY ROOM IN MY APARTMENT FOR AN EMPTY CHAIR BOX, LET ALONE, DEFECTIVE CHAIRS!!!"
Regards,
[redacted]