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 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 apologize for the inconvenience the customer experienced with his order. We stepped outside of our return policy to refund the customer in full for both [redacted] Reclining Sofas. 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 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. Unfortunately, we incorrectly listed the [redacted] Reclining Sofa as manufactured in Canada, but have confirmed that this item is actually manufactured in China. 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 his return. 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,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

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]

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with her order. Wayfair partners with top brands and suppliers to offer our customers the highest quality merchandise at the best possible price and we do not price match to other retailers. The strength of...

our partnerships allows us to bring our customers incredible deals on a wide variety of premium goods for the home.We sincerely apologize for any inconvenience the customer experienced and applied discount on the nightstands due to the circumstances of her order. 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,[redacted]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

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].  
 
Regards,
[redacted]

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

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order. We have stepped outside of our return policy and refunded the customer in full for the [redacted]. We are proud to offer our customer's a 30 day...

return policy. Per our return policy, return shipping costs are deducted from the customer's total refund. 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 sincerely apologize for the trouble the customer experienced with her order. In an effort to rectify the situation, we have placed an order for the additional cartons at no additional cost to the customer. 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 [redacted] ceiling tile, the item was listed with the incorrect square footage per carton. We sincerely apologize for any inconvenience our error caused to the customer and have updated our listing to accurately show the correct square footage. We have reached out to the customer to further apologize and have ordered the additional square footage at no additional cost to the customer. 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. We strive to provide the highest level of customer service and truly regret when these types of errors occur. In an effort to rectify the situation, we placed an order for the customer...

for the three slipcovers at a significant discount.We reached out to further apologize for the frustration caused and have provided the information on the delivery expectation for the three slipcovers. 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 the customer experienced with her order. In an effort to rectify the situation we have provided a discount and will continue to monitor the customer’s order until delivery.The customer placed an order for the Hedy Upholstered Panel...

Bed on February 10th, 2016. The customer contacted us on March 21st for an update on her order. Regrettably, we experienced an order processing delay in shipping this item. We are working to ship the customer’s order as soon as possible and agree that the delay and lack of communication with the customer's order is unacceptable. We have reached out to further apologize and will continue to monitor the customer’s order providing updates. 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.Kind Regards,Wayfair.com

To Whom It May Concern,We sincerely apologize for the inconvenience caused to the customer.The customer placed her order on 10/3/2016 for the [redacted] - Silhouette 12" x 30.25" Wall Mounted Cabinet. Unfortunately, we experienced an unexpected backorder on the item and pushed the...

shipping date from 10/4 to 10/18. 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.A customer service manager has been working with the customer to ensure the delivery of her item and we had notified the her of the backorder issue. The customer's order was shipped on 10/18/2016 and was delivered on 10/20/2016. The customer's package may be tracked on [redacted] using the following tracking number: [redacted]. We notified the customer that if they would like to return the three items on their order, that we would be more than happy to set up a return for the entire order.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

To Whom It May Concern,We apologize for the inconvenience our customer experienced with her order. The customer placed their order for the [redacted] Rocker Recliner on April 13, 2016. Regrettably, the customer's order was not initially processed as shipping two day delivery. We upgraded the...

shipping to next day delivery, when the customer notified us that their order was estimated to be delivered later than originally expected. We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers and sincerely apologize for any inconvenience. We reached out to the customer to further apologize and to confirm that their order shipped on the April 13, 2016 and was delivered on April 14, 2016. 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 are very sorry for the trouble the customer experienced on his order. We work hard to provide accurate shipping and delivery estimates. Regrettably, we experienced a backlog in our freight shipments which caused a delay in the shipment of the customer's order. We...

are working through this backlog to ensure that the customer's order gets delivered without any further delay. We reached out to the customer to further apologize for the trouble and have provided a discount on the customer's order as a gesture of our heartfelt apologies. 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 our error and for the inconvenience the customer experienced with her order. In an effort to rectify the situation we have provided the customer a full refund.Regrettably, we incorrectly listed the [redacted] Figurine by [redacted]...

as coming as a set of 4, however, this was priced and set up for only one figurine. 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 as the item is currently out of stock. 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.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 reached out to our freight team to confirm that her [redacted] - [redacted] Recliner would be delivered during the delivery time...

scheduled. The item was delivered to the customer on March, the 22nd and the item arrived in good condition. A member of our team reached out to the customer to confirm the item arrived to their satisfaction. We assured her we would be following up with the delivery team, due to their delay in initial delivery. We have reached out to the customer to further apologize for the frustration caused, and informed her of this, as well as offer a discount for the issues with this delivery. If the customer has any further questions or concerns, she may contact [redacted]., Revdex.com Liaison at [redacted]857-317-7087. We hope this information is helpful in resolving the complaint.Kind Regards,Wayfair.com

To Whom It May Concern, We apologize for the inconvenience the customer experienced with her order. We work hard to provide accurate information and sincerely apologize for an confusion . We advertised this promotional code to a specific list of product that can be found by clicking the...

promotional code's ad. We truly regret when confusion like this happens to our customers as it is infrequent. At the time of the purchase, the customer was given a discount off of their order in an attempt to help rectify any confusion with the advertisement as we are unable to honor the discount code for this particular SKU.We reached out to the customer to apologize and offered assistance on finding products eligible for the discount code. 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 apologize for the inconvenience the customer experienced with her order. We stepped outside of our return policy and refunded the customer in full for the [redacted] Accent Cabinet.On October 25, 2017 the customer placed her order for the [redacted] Accent Cabinet. The order was...

originally estimated to arrive to our delivery agent by November 8, 2017. Unfortunately, the item was delayed by 2 days and was delivered to the local delivery agent on November 10, 2017.  Due to the delay with the order, the customer requested a return.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] at [redacted]. We hope this information is helpful in resolving this complaint. Kind Regards,[redacted] Wayfair.com