Wayfair, LLC

To Whom It May Concern,We apologize for the difficulty the customer has had with this order and we always want to provide a swift resolution for any issues or returns.We have no record of the customer calling in to request a return for this item. We also have no record either of these items being...

received back at our warehouse.Regardless, we have generously agreed to refund the customer the full amount of a rug and we are taking the customer's word that she returned the rug back to us. We have sent a full refund back to the customer's wayfair credit card.We would like to add that the Wayfair Credit Card is administered through [redacted] Bank. We do not have access to any financial information pertaining to the Wayfair Credit Card. We have reached out to further apologize and have provided a discount for the experience with her Wayfair credit card account. 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 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 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.

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order. In an effort to rectify the situation, we have ordered her a replacement for the defective unit. We handle standard returns, defects, and damage issues within 30 days of delivery. During this...

time, we are happy to order replacement parts or units, or offer a full refund for damaged or defective items. We may also have a one year warranty, depending on the item. During this time, we are happy to order replacement parts or units for any defective items. The customer placed her order for the [redacted]® - [redacted] 6 Piece Wicker Deep Seating Group with Cushions as well as an additional 5 year warranty through a third party company on 10/21/2016. This third party company covers accidental damage that occur post delivery. On May 4th, 2017 the customer notified us that the 6 Piece Seating Group she ordered and received was starting to show signs of defects. Regrettably, the defect issues were not properly addressed as there was a misunderstanding regarding the warranty coverage. We understand the customer's situation and are truly sorry for her experience with us. We have since addressed the defect issues and ordered the customer a replacement unit.We have reached out to the customer to further apologize for the trouble. 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 trouble the customer experienced with her order. In an effort to rectify the situation, we have ordered the customer two additional [redacted] Bar Stool 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] Bar Stools, we experienced a processing error and instead of processing the order as two sets of 2 the order was processed as two individual stools. We sincerely apologize for any inconvenience this error has caused to the customer and have updated our listing to accurately process when the product is purchased.  We have reached out to further apologize and have ordered the customer two additional bar stools 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

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 only ordered open box items.  I was credited $81.38, which was 50% of some of the items.  One of the damaged items was not included in this.  My credit card account should be credited with $23.88 for the price difference in the two sets of curtains ordered, $25.99 for the damaged poppies, and $28.00 for the damaged bird cages.  This comes to an additional credit $77.87.  Please help me with this.   Thank you. Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with their order. The customer has been provided a full refund.   We partner with several other large online retailers, including [redacted].com.  They list our items on their website, and we provide any follow up customer service.  Unfortunately, we incorrectly listed the [redacted] in Cappuccino as a connectable L-shaped desk, when it actually is only one portion of the desk set. This item was shipped and priced for only one portion of the desk. As stated in the Order Acceptance Policy of our terms and conditions here, Wayfair “reserves the right to correct errors when discovered and to revoke any stated offer and to correct any error, inaccuracy, or omission including after an order has been submitted”. We have provided a full refund to the customer at this time. If they have any additional questions or concerns they may contact [redacted], Revdex.com Liaison 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 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

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 his order. We stepped outside of our return policy and refunded the customer in full for the [redacted]' 2 Piece Graphic Art Set.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 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,[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 requested the carrier return the [redacted] Writing Desk prior to delivery for a full refund to the customer upon confirmation of the re-route. 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 an unforeseen delay with the delivery, 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 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

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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 his order. In an effort to resolve the situation we offered to provide a discount off of the item. The customer placed his order for the [redacted] - Petite Paradise 4-in-1 Elite Room In A Box 5 Piece...

Convertible Crib Set on March 20th 2017. The customer contacted us on April 4th, 2017 and let us know he received the incorrect item, a Vanity and mirror. We promptly ordered the customer a replacement Crib Set that shipped on April 6th, 2017 and delivered on April 15th, 2017. While the correct set was sent, the dresser was missing from the shipment. After research on our end, the dresser was deemed as lost in transit. A Delivery specialist reached out to our customer on April 21st, 2017 and offered a replacement but he declined the offer and let us know he would shop locally. We reached out to the customer to further apologize and provide a discount for the missing item. 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

According to Ms. [redacted]'s comments, it was a new representative who offered me the $25 refund. I was told initially that it was a new representative who offered the full refund and this was done in error, so the company would not stand by her offer. Please note that I did not willingly accept the $25 amount but noted that if they were not going to stand by their employee's word, I would take what I could get. In my experience, including 17 years in customer service and sales, it is in the company's best interest to stand by what a customer was told, regardless of an employee's errors or length of time on the job. The initial offer - in writing - was for a full refund and I think anything less is simply a reflection of poor customer service policies.
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the frustration the customer experienced with their account.On June 10th, 2017 the customer notified us that a fraudulent order had been placed on their account. We promptly froze the account in our system and advised the customer to contact their...

bank to report the fraudulent charge. Our customer's security is very important to us and we are continuously increasing our security measures. I have also processed a full refund to her original payment to make sure this issue has as little of an impact on her life as possible.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,[redacted]Wayfair.com

To Whom It May Concern, We apologize for the inconvenience the customer experienced with her order. We offered to provide the customer the [redacted] - [redacted] Upholstered Bed at a discounted price. We have also offered to find a bed that is within the customers price range which would also be at a discounted price. We unfortunately encountered a systems error with [redacted] - [redacted] Upholstered Bed, and as a result the customer's order was cancelled and all charges were refunded. 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 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,Wayfair.com

The merchant told me in order to return the item the shipping cost is $40Since I paid $37 initially, I will not be getting any refund back.I took the item to [redacted] and found that it costs only $32 to ship and the merchant is corporate, they may actually be getting additional discounts.The item weight was 16.7 lbs, including packaging materials it was 18 lbs.The cost to ship from [redacted] to [redacted] is $32.Using my situation as an example, if I paid $37 and the return shipping is $32, and I should be getting $5 refund not $0 refund.But now the merchant told me I am not getting any refund because return shipping has exceeded $40The main purpose for my complaint is to investigate if the merchant is over charging other customers in return shipping.I am concerned for other customers who are immobile who may not have the flexibility to go to [redacted] or go online for an estimate.Also I am not sure who is pocketing the extra shipping in my case the $5 and imagine if they have thousands of customers.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. 
Regards,
[redacted]

To Whom It May Concern,We apologize for the inconvenience this order has caused our customer. We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers. Regrettably, this customer's order was lost in transit. We initiated a dock search to...

find the lost merchandise and agree the delay with the customer's order is unacceptable. Unfortunately, the customer's items were not located. We issued a refund in the amount of $749.00 to the gift certificates that the customer had originally used to place the order. Now, that the customer has requested a refund check instead, we have contacted our finance team to have the check processed. The customer can expect to receive the refund check in the amount of $749.00 within the next four to six weeks. We reached out to the customer to further apologize and to set expectations for the receipt of the refund check. 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, [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 have fully refunded the customer $488.84 on July 28, 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 June 16, 2016 the customer notified us that the Doppo Buffet he ordered and received was damaged. We promptly ordered replacement parts to resolve the issue.Regrettably, the parts were not properly shipped by our warehouse and were unfortunately lost in transit by our carrier. We understand the customer's situation and agree the parts should have been better handled. We reached out to the customer to further apologize for the trouble. 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