Wayfair, LLC

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

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]

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 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]. 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]

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 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 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

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 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

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 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

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 would like to have on record that although I accept the response, someone should take a look at the website to see why orders are being placed with no intervention from customer so this doesn't happen to someone else. 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 his order. We are currently assisting the customer with two issues they brought to our attention. An order for night stands was delivered with mismatched items. In order to rectify this we have asked the customer if they would like us to send a replacement order or would be willing to keep the tables at a discount. As of 8/28 the customer had agreed to receive a replacement, but as of 8/29 the customer has requested a return for a full refund. We have reached out for clarification.The customer had also brought to our attention an issue where the customer received a quote for a sofa and the price of the sofa was higher later in the week. We have agreed to honor the customer's quote for the [redacted] Sofa. The customer has indicated that they would like to make a purchase of several items and would like to work with a sales team. We are putting the customer in touch with a member of our sales team to assist him with creating a quote. We have been in communication with this customer and will continue to assist with his purchases and the return of the night stands. 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,[redacted]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 trouble the customer experienced with their order.The customer placed their order for the [redacted] Futon and Mattress on September 20, 2017. The futon was, regrettably, delivered damaged on October 3, 2017.We do our best to respond back to our...

customers' requests in a timely and efficient manner. We recently experienced a high volume of emails and this customer's request for a replacement was not addressed within our typical time frame. We sincerely apologize for any inconvenience this has caused and agree that the delay with the customer's order is unacceptable. We have ordered the needed parts for the customer which are currently estimated to be delivered by November 1, 2017. We have also issued a discount to the customer as a gesture of our deepest apologies.We reached out to the customer to further apologize and to facilitate the delivery of this merchandise. 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 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 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 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