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] 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

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 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 her order. We stepped outside of our return policy and refunded the customer in full for the [redacted] - [redacted] Panel Bedroom furniture. 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 after the order has shipped, 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 follow up with the refund issued. 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 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

To Whom It May Concern,We are very sorry for the trouble the customer experienced with their order. As requested by the customer on 10/9/2017, their order for Emergency Drinking Water Tablets 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 10/9/17, the customer was notified by email that their order for the Emergency Drinking Water Tablets was placed on a backorder for several weeks. The customer contacted us on the same day, 10/9/17, and requested that this item be cancelled from their order.We have no desire to mislead our customers and regret when these rare errors occur. 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 reached out to the customer to further apologize for the trouble and provided them with a promotion code towards their next purchase. We are continuing to work with the customer and will send the customer the Emergency Drinking Water Tablets once they become available again. 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

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]

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with her order. The customer’s order has been cancelled and her pending charge of $139.95 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 her order for the Nadine Rug, the item was listed with the incorrect price. We sincerely apologize for any inconvenience our error has caused to the customer. Per our Placement and Acceptance Policy, “[redacted] reserves the right, without prior notification, to limit the order quantity on any item and/or to refuse service to any customer. Verification of information may be required prior to the acceptance of any order. The information on this Site is believed to be complete and reliable; however, the information may contain typographical errors, pricing errors, and other errors or inaccuracies. We will use reasonable efforts to correct errors as soon as practicable. We reserve the right to: (i) revoke any stated offer; (ii) correct any errors, inaccuracies, or omission; and (iii) make changes to prices, content, promotion offers, product descriptions or specifications, or other information without obligation to issue any notice of such changes (including after an order has been submitted, acknowledged, shipped, or received, except as prohibited by law)”We have reached out to the customer and offered a 25% discount off her next order. 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

To Whom It May Concern,We apologize for the inconvenience the customer experienced with their order.  A member of our Business Account Management Team has initiated a return for the (2) [redacted] – Virginia 30” Bar Stools and has emailed the customer the return labels on August 27th, September 1st,...

September 2nd and September 10th.   We are happy to refund the customer in full upon the return of the items however at this time the customer has opened a Credit Card Dispute for this purchase and all refunds will be provided through the dispute.  Once a Credit Card Dispute is filed we are no longer able to process any monetary transactions through our system. If the customer has any additional questions, he may contact [redacted], at [redacted] or his Business Account Manager [redacted].Kind Regards,[redacted]Wayfair.com

To Whom It May Concern,We sincerely apologize for the inconvenience caused to the customer.The customer placed her order on 7/31/2016 for the [redacted] - [redacted] Small Oval Dining Table. Unfortunately, we experienced an unexpected backorder on the item and the shipping was delayed multiple times. 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. The customer's order is ready for pick up. We are working directly with the customer and will continue to do so until they receive their table.If the customer has any additional questions or concerns, she may contact [redacted], at ###-###-####.We hope this information is helpful in resolving the complaint.Best Regards,Wayfair.com

To Whom It May Concern, We sincerely apologize for the trouble the customer is having with this return. We provide boxes with the original item and customers are expected to ship back items in the original packaging for returns. While we are unable to send new boxes to return this item, we have offered to provide prepaid return labels for the customer to ship these items back. Since the customer has stated these items have now been disposed of and have not been returned or donated with documentation, we are unable to issue the refund. Kind Regards, Wayfair

To Whom It May Concern, We apologize for the inconvenience the customer experienced with her order. The customer's order has been cancelled and we have issued a full refund back to the customer's [redacted] account. 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] - Premium 48"W - 96"W Closet System Chair, 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 reached out to the customer to apologize and offered a discount off a future purchase. 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 frustration the customer experienced with her account.On March 27, 2016 the customer notified us that a fraudulent order had been placed on her account. We promptly froze the account in our system and advised the customer to contact her bank to...

report the fraudulent charge. Our customer’s security is very important to us and we are continuously increasing our security measures.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

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. As long as they keep their promise, I have not yet seen the refund
Regards,
[redacted]

To Whom It May Concern, We apologize for the inconvenience the customer experienced with his order. We unfortunately encountered a listing error with the [redacted] Sectional, and as a result the customer only received one loveseat portion rather than the entire sectional. 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)" ([redacted]).We reached out to the customer to apologize and offered a discount off the additional pieces needed to complete the sectional or to set up a return with a full refund for the item received and to provide a discount on a similar item. 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 sincerely apologize for the inconvenience the customer experienced with her order. The customer placed her order on 1/5/18 for 2 sets of the [redacted] Solid Sheer Rod Pocket Curtain Panels which arrived on 1/11/18. Regrettably, one set was lost in transit with the...

carrier. A replacement set was ordered and arrived on 1/18/18 in the wrong size. We are working with our warehouse to ensure this kind of error does not occur in the future. In an effort to rectify our error, we have provided the customer with a full refund as well as a promo code to use on a future 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

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 have recently been in contact with [redacted] from Wayfair, and she offered a discount on another item or a gift card.  I still feel that this doesn't satisfy your contractual obligation in regards to the sectional.  I responded with another request to complete the agreed upon transaction, but I also offered to accept a similar sectional at the same price.  I did specify that it had to meet certain criteria, but would be open to that possibility.  While I understand that the price I agreed to pay and the price you now claim the item is selling for aren't similar, this is the cost of doing good business.  It is accepting your failings and completing your agreements regardless of what might be more financially attractive to you so that your customers are satisfied with your business practices.    Please feel free to contact me with any further information.  Thank you. 
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]. 
Both of these items were damaged. I was unable to put them back in the boxes that they were shipped in because they were shrink wrapped. The business did send me return labels, but [redacted] would not accept them when they were not in a box.
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience caused to the customer.The customer placed their order on June 28, 2017 for the [redacted] Upholstered Entryway Bench. The order then shipped on June 30, 2017. Unfortunately, we experienced a delay in the shipment. 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 their item and offer a discount to the customer for the delay. At this time, the order has been confirmed as delivered on August 4, 2017.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 Ava Hammock with Frame on August, 24 2016 . The customer contacted us on August 31, 2016 to notify us that her 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 the order is unacceptable. A customer service specialist has been working with the customer to resolve the complaint. We have ordered a replacement to be shipped with next day shipping. If the customer has any additional questions she may contact [redacted] at [redacted] We hope this information is helpful in resolving the complaint.Kind Regards,Wayfair.com