Wayfair, LLC

To Whom It May Concern, We sincerely apologize for the inconvenience and frustration the customer experienced. In an effort to rectify the situation a refund of $91.98 has been processed to the customer’s original payment method. On August 17, 2015 the customer requested to return the...

[redacted] Home – Daybed and was informed she would be responsible for the return shipping costs.  Our listing states that a box spring is required, but not included. This information can be found in our specification list when selecting to view more [redacted].  It is never our intention to mislead our customers. We reached out to further apologize to the customer and have made a one-time exception to our return policy by waiving the return shipping costs. If the customer has any additional questions or concerns, he may contact [redacted] at [redacted].  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 refunded the customer the full price of the TV stand $368.99 and a $90 discount on the remaining order for the inconvenience and to cover the disposal of the...

TV stand. The customer placed his order for [redacted] Designs - TV Stand  on November 14, 2015. The customer contacted us on November 20 to notify us that the delivery arrived damaged. We promptly ordered the customer a replacement TV stand to be shipped. Due to the inconvenience we also upgraded the shipping speed on the replacement to 2nd Day at no additional charge. Regrettably, there was a delay with shipping the replacement due to the holidays, and when the new TV stand arrived it had been damaged in transit as well. We sincerely apologize for the trouble caused and agree the delay with the order as well as the damage to the items is unacceptable.We have reached out to further apologize and have provided a refund $458.99.  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 sincerely apologize for the inconvenience the customer experienced with her order. In an effort to rectify the situation we ordered the correct Right Hand Facing Corner Chaise at no additional cost to the customer.The customer placed her order Benchcraft - Left Facing...

Sofa and Left Facing Corner Chaise on December 5, 2015. The customer called us on January 12, 2016 to notify us that she received two left facing pieces. Regrettably, these two pieces were unable to be properly assembled due to each being an opposite direction. We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers and regret when these isolated instances occur.A customer service Manager work with the customer and has ordered a replacement right facing chaise at no additional cost to the customer. The replacement is expected to ship on January 27, 2016.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

Revdex.com:
My issue was resolved by Ms. [redacted] at Wayfair, a different person than who was sending the responses back here on Revdex.com. She did a great job resolving my issue that some others did not seem interested in doing. So thank you for helping to get my issue resolved. The issue could be closed.  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 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 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 the customer experienced with their account. To rectify the situation, we have removed the customer from our mailing and phone lists. We have reached out to the customer to further apologize for the frustration they have had....

If the customer has any further 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 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 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. 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

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 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

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 sincerely apologize for the trouble the customer experienced with her order. In an effort to resolve the situation the customer's order, we have issued a discount on the customer's order.The customer placed her order on 11/10/2017 for multiple items. When we received this...

order online, the option to receive " 12 month 0% Financing" had not been selected during checkout. We truly cannot apologize enough for any inconvenience this may have caused.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,Wayfair.com

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced when trying to place this order. 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 their order for the Sinan...

Armchair the cost of the chair on Wayfair.com (USA) is different from our Wayfair.ca (CANADA). The cost for our Canadian store (Wayfair.ca) is different because with our Canadian store (Wayfair.ca) all international shipping fees are included with the price of the item. Which include custom duties, which are a percentage of the cost of the item, along with the Canadian brokerage fees. We sincerely apologize for any confusion or inconvenience this may have caused to the customer. We have reached out to the customer to further apologize. If the customer has any further questions or concerns, they may contact [redacted], at ###-###-####. 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

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

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 continued trouble the customer is experiencing with her order. We have confirmed with our warehouse the parts the customer needs shipped out on October 10, 2016 with FedEx Tracking [redacted] These parts are expected to be delivered on or before Friday, October 14th, 2016.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

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].  
 Each time we reject the response from Wayfair, they respond with the same reason they have rejected our complaint in the first place using the same letter.  Wayfair has not responded to any reasoning or response from us.  They have ignored our facts presented and have not given us a fair reasoning why their product has failed in less than 90 days.  In their response, they say to contact [redacted] R and a given number, we have several times and have been ignored without giving a response or trying to resolve this issue.We will not accept this action from Wayfair and will proceed with legal action.    My wife is compiling all dates and letters to take to  court.  I thought Revdex.com watched business better than we have experienced. we received the recliner late Oct or early November (the black one), contacted Wayfair in December 2016 the first time. Was totally put off.  
Regards,
[redacted]