Wayfair, LLC

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 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 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

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with her order. When purchasing with Wayfair using a credit card, Wayfair does not charge the card until the order has shipped. When there are multiple products associated with the order, the...

payment/authorizations can be split up according to when the items ship so as to avoid charging the customer for items that they may not receive for an extended amount of time.The customer placed her order for 5 separate items on April 22, 2018, at which time, a pending authorization was put on her card for the full amount of $177.90. On April 25, 2018, the $177.90 was voided out and two separate pending authorizations were put on her credit card for $148.43 and $29.47. At this time the full payment has been processed for this order through these two charges.We work hard to provide accurate shipping and delivery estimates and we sincerely apologize when an item is back ordered without prior notice. As requested by the customer on April 24, 2018, her order for the [redacted] Compote Bowl Centerpiece Glass Pedestal Table Vase was cancelled and replaced with the [redacted] Ceramic Decorative Bowl. The Bowl is estimated to arrive to her on or before May 2, 2018.We have reached out to the customer to further apologize for any confusion that this may have caused. 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,Wayfair.com

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with his order. In an effort to rectify the situation, we will be refunding the order in full.We strive to ensure our product listings are correct with the most accurate information available and have no...

desire to mislead our customers. Regrettably, at the time the customer placed his order, this Pub Table was listed with a photo including Chairs. The item was described correctly as including the Table only. After notifying the customer of this difference, we had the item returned to our warehouse. We sincerely apologize for any confusion.We reached out to further apologize for the frustration caused and have provided a full refund through the dispute. If the customer has any additional questions or concerns he 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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. . 
I understand that maybe this is all they had to do legally, but still feel like not honoring a price is incredibly poor customer service on their part. And also the delay in letting me know is really unprofessional. This took 8-9 days to inform me I would not be getting the rug. Just a complete failure to provide good service. 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 got another delivery today and it still was wrong peice!! I don't understand why I can not get a complete set!..for each delivery I lose time at work! And it's always same response, we are sorry, we will send correct item right away...its all [redacted]!
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. 
Regards,
[redacted]

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 apologize for the inconvenience the customer experienced with his order. We stepped outside of our return policy and refund the customer in full for the Wade Logan - Floor Mirror. We are proud to offer our customer's a 30 day return policy. Per our return policy,...

roundtrip 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 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. In an effort to rectify our error, we offered to provide the customer the Vanitas Platform Bed Queen size in Ivory at the price of $568.99We work hard to provide accurate shipping and delivery...

estimates and we sincerely apologize when an item is backordered without prior notice.  On 2/26/16 the customer was notified by email that her order was placed on a backorder until May. She contacted us on 3/23/16 and requested cancellation for this order. We provided a discount of a future purchase as a gesture of our heartfelt apology.While we strive to keep our pricing competitive, we do not have a pricing matching policy. Our prices may vary based on different size and color options, but will automatically adjusted on our listing based on the selected size and color prior to purchase. We sincerely apologize for any inconvenience and confusion as it is never our intention to mislead our customers.We reached out to the customer to apologize and offered to provide the Vanitas Bed in Ivory at the reduced price of $568.99. 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 trouble the customer experienced with their order. In an effort to rectify the situation we have ordered the pressure valve needed for the shower head which is estimated to ship on 8/29/2017.Customer placed their order on 8/6/2017 for the [redacted] -...

[redacted] Posi-Temp Shower Less Shower Head. On 8/15/2017 the customer notified us his ordered arrived without the pressure valve. The item was listed with the pressure valve as part of the shower head. Unfortunately, we incorrectly listed the [redacted] - [redacted] Shower Head as coming with the pressure valve. We corrected the product page and reached out to the customer with a choice of pressure valves which would work with his purchase. We have no desire to mislead our customers and regret when these rare errors occur. We have reached out to the customer to further apologize and will continue to assist the customer with his 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 sincerely apologize for the trouble the customer experienced while shopping on our website. We do our best to ensure that our products are listed with the correct and most up to date information. Regrettably, when the customer was looking through our website for the...

Sort and Store Toy Organizer, it was listed with the incorrect price. We sincerely apologize for any inconvenience error and 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 for the frustration caused. 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

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 their order. When purchasing with Wayfair using our partner [redacted], Wayfair does not charge the order until the order has shipped. The customer's order ([redacted]) was placed on 8/16/17 at 10:33:50 and...

subsequently cancelled on 8/16/17 at 10:34. As the order was never shipped, the charge with [redacted] was voided and funds were not transferred to Wayfair from [redacted].. The customer placed their order for a 4'x6' [redacted] Light Blue/Pink Area Rug on 8/16/2017, at which time, a pending authorization was put on [redacted] for the full amount of $1636.90. Also on 8/16, the full $1636.90 was voided out, which left the customer with a $0 balance for this order.  We have reached out to the customer to further apologize for any confusion that this may have caused. If the customer has any further 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 sincerely apologize for the inconvenience caused to the customer.The customer placed his order on 3/6/17 for the clearance return [redacted] Sleeper Sectional. Unfortunately, we experienced an unexpected transit delay at our [redacted] facility, which caused the delivery date for...

this item to be pushed back. We expect the sectional to arrive to the local delivery agent by 4/4/17, and a convenient delivery date and four-hour delivery window will be scheduled within two business days of its arrival. 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 relations manager has been working with the customer to ensure the delivery of his item. Additionally, he has been provided with a 10% discount on the sectional and a 15% off promotional code to use a future order. Please note that our policies are in line with other retailers; whereas, we do not compensate customers for time missed from work. If the customer has any additional questions or concerns, he 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 not satisfy or resolve my issues and/or concerns in reference to complaint # 12532099.  
 
Regards,
[redacted]

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] Rug.The customer placed her order for the...

[redacted] Rug on 05/28/2016. At this time of purchase, we provided her with an estimated ship date of 05/31/2016. The customer contacted us on 05/29/2016 to request that her order be cancelled. Unfortunately, at that the time, the customer's order has already in the shipping process and once an order is being prepared to ship, we are unable to cancel it. 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. We have reached out to the customer to further apologize for the frustration caused, and informed her we issued a full refund. If the customer has any further 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 his order on 6/29/2017 for the [redacted] Adjustable Bed we provided an estimated ship date of 7/6/2017. Unfortunately, we experienced a...

shipping delay with this item pushing the estimated ship date to 7/13/2017. 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. A customer service manager has been working with the warehouse to get more information regarding the delay. We discovered this order was mistakenly routed to a warehouse in California and that was the cause for the delay. However, our Maryland warehouse has stock of the customer's order and have promised this could be shipped within 1-2 business days. We will continue to work with the customer and update them with tracking details as soon as we receive shipping confirmation. If the customer has any additional questions or concerns, he 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]   I'm sorry, but I just don't understand this form.  Mr. [redacted] has the facts wrong, but the outcome is all that I care about.  I would like to purchase the white hokku vanitas bejeweled platform queen bed at the price he quoted $569.00 with the 10% discount they had offered me.  I would be happy with that outcome.  I have called and left Mr. [redacted] a voicemail stating the above and will try and call him again on Monday.  Thank you for your help.