Wayfair, LLC

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. 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

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

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 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

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]

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 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

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 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 sincerely apologize for the inconvenience and confusion the customer experienced with his order. The customer placed his order for [redacted] Ducted Down Draft Range Hood on June 3, 2017. The customer contacted us on July 24 to notify us that the delivery arrived and...

was reported that the shipment was missing a blower. The Wayfair agent mistakenly ordered a replacement part without doing the necessary research for this product. Unfortunately, this product does not come with the blower included, which is stated on the Wayfair product page under specifications, which can be verified with the following link; [redacted]. Rather our listing references the blower as a feature and it is needed to properly install the range hood.We sincerely apologize for the trouble caused and cannot apologize enough for the confusion. We have requested that our listing be revised to make this more apparent for our customers.We have set up a return for a full refund on behalf of the customer as per his request. We have no desire to mislead our customers and regret when these rare instances occur. 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 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 [redacted] with TV stand Electric Fireplace. The...

customer placed her order for the [redacted] with TV stand Electric Fireplace on 11/19/2016. At the time of purchase, we provided her with an estimated ship date of 11/21/16. The customer contacted us later on 11/19/16 to request that her order be cancelled; however, the customer's order had been packed for shipment sooner than expected on 11/19/16. Once an order is ready to be shipped, we are unable to process a cancellation.We are proud to offer our customer's a thirty-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 that 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 for the inconvenience she experienced, and informed her that we issued a full refund. If the customer has any further questions or concerns, she may contact [redacted], Revdex.com liaison at ###-###-####. 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 this customer has experienced with her order for the [redacted] Dining Set. It is never our intention to mislead our customers and apologize for the confusion that the customer experienced with our product listing.The...

customer placed an order for the [redacted] Dining Table only. The order was priced and processed for only that table as the chairs were not added. The product listing of “[redacted] 7 Piece Dining Set” is for the dining table and 6 chairs, and customers have the option to add additional chairs or remove chairs in order to best fit their personal needs. For this order, the customer did not add the additional chairs to her shopping cart and therefore the order was priced and processed for the dining table only. We do apologize for the confusion with our listing on the mobile app. We have worked with our site team to prevent similar issues form occurring again. As an apology for the confusion, one of our service managers has come to an agreement with the customer and placed a new order for the 6 chairs at a 50% discount off their retail value.We sincerely apologize for the many difficulties the customer encountered with placing an order and appreciate her reaching out to us in order for us to get this resolved for her. 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.Kind Regards,[redacted]Wayfair.com

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

To Whom It May Concern,We are very sorry for the experience the customer has had, and understand the frustration this has caused. We informed the customer that the item was lost in transit within 24 hours of receiving the updated information. 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 full refund to the customer in the amount of $782.51 and have offered a discount on a future order.If the customer has any further questions or concerns, she may contact [redacted], Revdex.com Liaison at [redacted]. 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 the customer experienced with his order. The customer placed the order for One [redacted] - Don't Worry [redacted] Cover and Pillow Case Set on November 25, 2016. The customer contacted us on December 17th to...

notify us that the delivery arrived with the wrong pillow cases. We promptly ordered the customer a replacement to be shipped. Unfortunately, there was a delay with shipping the replacement pillow cases as these items are made to order and a ship speed upgrade was not successfully processed. 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 confirmed the missing part was delivered on December 28, 2016.If the customer has any additional questions he may contact [redacted], Revdex.com liaison 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. 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]

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. Once again... I contacted wayfair and did everything that they told me to do in order to send back MY product.  I did everything right on my part.  The problem here is this company's refusal to make the situation right.  I am shocked at this level of customer service from a large company.  I feel I have been stolen from.  I sent back my product and I was promised to receive store credit.  I have documentation of these online chats where I was told how to go through with my return to receive a store credit.  Instead they credited to someone else's credit card.  This is absolutely outrageous. My family has been small business owners for years and if anyone ever would have made this type of mistake we would have immediately taken the loss to fix OUR mistake.  This was wayfair's mistake not mine.  I am astounded that they are refusing to give me back my product.  It is not like I was ever trying to get money back all I wanted was the same product in a different color. I do not think I should be the one out the money and the product when it was wayfair's mistake. I feel completely scammed.  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 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]

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