Wayfair, LLC

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 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

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 sincerely apologize for the trouble the customer experienced with his order. The customer's order was charged correctly on our US site for AllModern.com. 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] Series Premium Plastic Folding Chairs, 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. As listed under our Terms of Use, Wayfair LLC and its affiliated brands, including Wayfair.com, Joss & Main, DwellStudio, AllModern, Birch Lane and Wayfair Supply, the customer will see on their statement that charges will reflect as WAYFAIR*WAYFAIR,COM for our US sites on customers statements. The customer's order was not processed through our Wayfair.ca site after the order was submitted. We have reached out to the customer to further apologize. If the customer has any further questions or concerns, he 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]. The Wayfair representative keeps lying about their actions. During the email communication with [redacted] from wayfair, she lied to me that wayfair never issued a refund to me and she tampered with my account removed the "refund issued" message. Fortunately, I saved a screen shot of my account info earlier and have attached it in this reply. (Figure 0.png). [redacted] now offers me a return, however, she is deducting $9.40 return shipping cost from the return (see attachment 1.png). This is actually no difference if not worse than what [redacted] has already offered me, which is return the item at my shipping cost and get the full refund (see attachment 2.png). I believe this incident is caused solely by the misleading information from wayfair and they should be fully responsible for their mistakes. Thus they should provide me with full refund while offering me the pre-paid shipping label. The many lies and extremely unethical behaviors from Wayfair could potentially harm many other customers as well.
Regards,
[redacted]

To Whom It May Concern,We are very sorry for the trouble the customer experienced on her order. As requested by the customer on 11/02/2016, a portion of her order was cancelled. The [redacted] - [redacted] 5 Piece Dining Set and the Three Posts - [redacted] Upholstery [redacted] were successfully...

cancelled from the order and all pending charges for these 2 products have been fully reversed. The payment of $364.99 for the remaining Classic Brands - [redacted] 14" Plush Mattress was fully processed on 11/03/2016. We have reached out to the customer to further apologize for any trouble that she is still experiencing with her financial institution, and have offered to sign formal documents on her behalf to turn into her bank if needed. If the customer has any additional questions or concerns she may contact [redacted], at [redacted]617-502-7162. We hope this information is helpful in resolving this 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 our error, we offered to provide the customer the [redacted] at significant discount.Regrettably, we encountered a listing error with the [redacted]...

[redacted], as a result only the base was paid for and delivered. Unfortunately, we are unable to provide the matching top at no additional cost as a result we have fully refunded the customer. We truly regret when these infrequent errors occur and are making all efforts to avoid a similar situation from happening in the future. We reached out to the customer to apologize and offered a significant discount off the item. 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.  In an effort to resolve the situation, we have ordered two more chairs at no additional cost to the customer.We offer many items in our clearance center (previously purchased and...

returned merchandise) at a large discount. While the returned clearance [redacted] Side Chairs were listed on our clearance center as being sold individually, brand new inventory was listed on our site as a set of 2 at normal retail pricing. We have no desire to mislead our customers and regret when confusion like this occurs. We sincerely apologize for any inconvenience.We have reached out to further apologize and provided two more chairs at no additional cost to the customer. 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 sincerely apologize for the inconvenience caused to the customer. The customer placed his order on Monday July 27th for the [redacted] [redacted] [redacted] On 8/24, the customer contacted us to set up a return for several lights....

Unfortunately, due to a technical issue, the return was not processed correctly. We apologize for the inconvenience and have since fixed the issue. We reached out to the customer to further apologize and provided a pre-paid return label and a refund on the two lanterns.  If the customer has any additional questions or concerns, she may contact [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 his order. In an effort to rectify the situation, we fully refunded the customer $645.98, $160.00 on April 9th 2016 and the remaining $485.98 on June 29th 2016.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 March 31, 2016 the customer reported holes in the couch and we offered to have the couch fixed by a furniture repair company free of charge or provide a discount of $160 to keep it as is. On April 9, 2016 the customer accepted the refund of $160 and agreed to keep it as is. On June 29, 2016 customer reported more defects with the couch; that there are holes in the fabric and fabric is coming off a back pillow and a full refund was processed the customer's original payment method.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. 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] Home - [redacted] 2 Piece Reclining Living Room...

Set. The customer placed her order for the [redacted] Home - [redacted] 2 Piece Reclining Living Room Set on 12/4/2016. Regrettably, we experienced an unexpected backorder on the item and pushed the shipping date from 12/8/2016 to 12/21/2016. 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.The customer contacted us on 12/21/2016 stating that she would not be in the country to accept the delivery and wanted to cancel the order. Unfortunately, at that time, the customer's order had already been packed on the truck for shipment and once an order is packed to be shipped, we are unable to cancel it. We are proud to offer our customer’s a 30 day return policy. Per our return policy, round trip 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 reached out to the customer to further apologize for the frustration caused, and informed her we had the sofa rerouted back to our warehouse and will issue a full refund. If the customer has any further questions or concerns, she may contact Monique Moore, Revdex.com Liaison at [redacted]. We hope this information is 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 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. 
Regards,
[redacted]

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. I would like to state, however, that I think that the business practices are questionable and I do not trust Wayfair.com.  I never plan to purchase anything from them because I believe that they are shady.
Regards,
[redacted]

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.  JUST TO BE CLEAR I AM GOING TO MAKE SURE THAT THE $51.98 IS CREDITED BACK TO MY ACCOUNT FOR THE 3 PIECE NESTING SQUARE BASKET SET WITH LINERS. I WILL KEEP THE 3 PIECE HAMPER SET. I DID RECEIVE THOSE IN SATISFACTORY CONDITION, HOWEVER I WILL NOT TO BUSINESS WITH WAYFAIR EVER AGAIN. I SHOULD HAVE NOT HAD TO FILE A COMPLAINT IN THE FIRST PLACE IF EVERYONE HAD DONE THEIR JOB CORRECTLY THE FIRST TIME. I REALLY SHOULD NOT PAY FOR ANYTHING GIVEN THE TURMOIL I HAD TO GO THROUGH IN GETTING A RESPONSE FROM WAYFAIR REGARDING MY REPLACEMENT ORDER. IN THE EVENT THAT I STILL SEE THE INCORRECT CHARGES ON MY CREDIT ACCOUNT FROM WAYFAIR I WILL TAKE IMMEDIATE ACTION ONCE AGAIN REGARDLESS IF THE CASE IS RESOLVED. 
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with her order. On May 6, 2016 the customer placed her ordered for the [redacted]. Due to the popularity of the item, we regrettably experienced an unexpected backorder on the headboard that...

pushed the shipping date from May 11, 2016 to May 23, 2016. 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.We have reached out to the customer to further apologize for the delay and as a gesture of our heartfelt apologies provided a discount. We have confirmed the headboard shipped on May 23, 2016 and was delivered on May 24, 2016 and are continuing to assist the customer with her 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.Kind Regards,Wayfair.com

To Whom It May Concern, We sincerely apologize for the inconvenience the customer experienced with their order. The customer placed their order for the [redacted] Reversible Sectional on November 12, 2017.The customer contacted us on January 11, 2018 to notify us that their delivery...

arrived and was missing a part of the sectional. We promptly ordered the customer a replacement part to be shipped. Unfortunately, there was a delay with shipping the missing part. We sincerely apologize for the trouble caused and agree the delay with their order is unacceptable. A customer service specialist has been working with the customer to resolve the complaint. We confirmed the missing part is scheduled for delivery on January 18, 2018. If the customer has any additional questions they 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 sincerely apologize for the inconvenience caused to the customer.The customer placed their order on 03/03/2017 for the [redacted] Designs - [redacted] Modern Tufted Sofa in Black. The item shipped on 3/6/2017. Unfortunately, we experienced an unexpected delivery delay on the item and...

pushed the delivery date from 3/22/2017 to 4/10/2017. 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.The delivery was completed on 4/10 and a customer service manager has been working with the customer to ensure their satisfaction and to provide a discount for the delay.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,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. They went above and beyond to rectify the situation satisfactorily.
Regards,
[redacted]

Revdex.com:
I am still UPSET over these beads being EVERYWHERE.  They were grayish, not WHITE.  It is disturbing, especially since I have since become very ill, very ill.  You have refunded me for the loveseat, but you fail to understand the stress and cleanup. I did not PURCHASE that. I am very disappointed in your company and WILL not be buying again.  I do not know why I am so sick. I do not know if you have exposed me to some sort of contaminant that did this. You need a new way of including these moisture things in your furniture. Truth is, I do not think your company is integral in the least bit. I accept this only because it is Christmas and I am too sick and tired to continue an argument I surely lost.  Therefore, have reviewed the response submitted by the business and have determined that the response does NOT satisfy my issues and/or concerns in reference to complaint #[redacted]. BUT I ACCEPT IT because I must.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
S. [redacted]

To Whom It May Concern,We apologize for the trouble the customer experienced on their order. We offer many products under a private label name. While the generic brand name may differ the products themselves are the same. The customer did not want to receive the lamps on their purchase due to the difference in the name and we re-routed the lamp received back to our warehouse.At this time, the customer has been refunded in full for their order. We have reached out to the customer to further apologize and advise their order has been refunded. If the customer has any additional questions, they may contact [redacted], Revdex.com liaison at [redacted]. We hope this information is helpful in resolving this complaint. Kind Regards,[redacted] Wayfair.com