Wayfair, LLC

Revdex.com:Wayfair and I have settled the complaint with a full refund.  I am happy with the outcome.  Thank you.  Resolved!
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 her order. In an effort to rectify the situation, we are working to deliver the [redacted] Extendable Dining Table and Chair Set as soon as possible. The customer placed her order for the [redacted] Extendable...

Dining Table and Chair Set on 10/24/2015. At the time of purchase, we provided an estimated ship date of 10/29/2015 with an estimated delivery to the local terminal of 11/23/15, where within 2 business days of receipt the local terminal determines the optimal delivery route and notified the customer of the final delivery date. The customer contacted us on 11/9/2015 to requesting cancellation as she needs the Dining Table and Chairs for Thanksgiving. Regrettably, we are unable to cancel the order as it had shipped. We understand the urgency of the customer’s timeframe and we are working to deliver the [redacted] Extendable Dining Table and Chair Set before Thanksgiving. Additionally, we have offered to step outside of our return policy by splitting the return shipping for the return of the [redacted] Extendable Dining Table and Chair Set should the delivery not take place before Thanksgiving.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 the 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 ordered the customer a replacement chair on February 3, 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 January 27th, 2016  the customer notified us that that one of the Tufted Club Chairs  she ordered and received was missing legs. Regrettably, the defect issue was not properly addressed as the chair was from our clearance return center and replacements are unavailable for clearance return items.  We understand the customer’s situation and sincerely apologize for the frustration caused.We have reached out to the customer to further apologize for the trouble and have ordered a replacement chair from brand new inventory as we no longer had stock of this item in our clearance center.    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,Wayfair.com

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order. 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. We work hard to create an effortless experience for our customers and we apologize that this wasn’t the case with this order.  In an effort to rectify the situation, we fully refunded the customer $78.00 on 11/17/2017. We 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 inconvenience the customer experienced with their order. In an effort to rectify the situation, we ordered a replacement twin mattress.The customer placed her order for the Wayfair [redacted] 12" [redacted] Mattress Size Twin on May 11, 2016. Regrettably, our...

customer was sent the full size mattress instead of the twin. We promptly ordered the customer a replacement, which sadly also arrived in the full size. We sincerely apologize for the inconvenience and agree the error We reached out to the customer to further apologize for the trouble and ordered another replacement after confirming with our warehouse that the correct twin size would be shipped, which is expected to arrive to the customer today May 27, 2016 under [redacted] Tracking # [redacted]. We have also issued a return pickup for one of the two incorrect mattresses the customer received and advised the customer they are able to use the other one while they wait for the correct one to arrive. If the customer has any additional questions, she may contact [redacted], by calling [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. 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

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 inconvenience the customer experienced with his order. In an effort to rectify the situation, we have provided a full refund to the customer.Our Product Reviews are intended to be reviews of the item itself to provide additional insights for...

future shoppers. Any reviews that contain unresolved issues, such as damage or defects, are not posted as we would prefer to resolve the issue prior to a review being submitted. The customer inquired on April 22, 2016 as to why his review was not posted. Upon further investigate we discovered that the review contained an unresolved defect issue. Regrettably, the defect issue was not properly address as we had not been made aware of the outstanding issue.We reached out to further apologize and have provided a full refund as well as instructed the customer on how to resubmit his review. 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

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 have provided a full refund to the
customer.We agree with
the customer that the rug is not best represented on our site, and we...

are
working with our merchandising team to update the description. We do our best
to accurately picture and describe the products on our site. In the event that
there is an error in our listing, it is never our intention for customers to
pay for return shipping.We have
reached out to further apologize and have provided a full refund to the
customer. 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

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 ordered the two loveseats on 5/11/16, which shipped on 5/12/16 and are scheduled to be delivered 5/20/16. The customer placed his...

order for two Nash sectionals on 4/28/16. The customer notified us after his delivery on 5/9/16 that he was missing the loveseats. Regrettably, upon further investigating it was discovered that the order experienced a processing error, which excluded the two armless loveseats necessary to complete the sectionals.We have reached out to further apologize and have ordered the two loveseats at no additional cost to the customer. If the customer has any additional questions he may contact [redacted] at [redacted]. We hope this information is helpful in resolving the complaint.Kind Regards, 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 apologize for the inconvenience the customer experienced with her order. In an effort to rectify the situation, we have issued both a replacement sofa and loveseat to ensure the two pieces will match each other. 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. In the rare instance an item has any defective issues within the warranty period, we can investigate further and resolve any complaints.  In May, 2017 the customer contacted us to inform us that the replacement loveseat she had received was lighter than the matching sofa that was already in her home. Regrettably, the issue was not properly addressed and we did not take the necessary steps to ensure the issue was completely resolved. We understand the customer's situation and agree we should have followed up with her to ensure her satisfaction.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 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

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. However, what should I do with the two defective faucets?
Regards,
[redacted]

To Whom It May Concern, We apologize for the inconvenience the customer experienced with her order. To rectify our error, we offered to provide the customer the closet systems at a significant discount. We unfortunately encountered a pricing error for the closet system, and as a result the...

customer's order was cancelled and all pending charges reversed. 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 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

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'm not certain how fast one is to jump on a deal. When the items were purchased the system(Wayfair) showed that there were 10 left after we completed our purchase. I googled Wayfair and found that there were similar complaints placed on this company. I can say one good thing about the company. I contacted the CEO he seemed to jump on my concern as soon as it was brought to his attention and apologized. However I feel as if the buck was passed when he turned things over to customer service. I emailed and left [redacted] a message and did not receive a response. I was totally ignored. That does not feel good. We were not offered anything for our troubles. A gift card a discount or something would be nice and show that the company is truly sorry for their mistake..which is what I believe is the issue now. They mistakenly put that price on the system and are trying to cover it up by lying to their customers. This is not ok.
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] - [redacted] Sofa. The customer placed her...

order for the [redacted] - [redacted] Sofa on 2/19/2017. At the time of purchase, we provided her with an estimated ship date of 2/20/2017. The package was shipped on 2/20/2017, but regrettably there was a delay with our Delivery Agent and the delivery. The customer contacted us on 3/10/2017 to request that her order be cancelled. Unfortunately, at that time, the customer’s order had already been shipped and 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], Revdex.com Liaison at [redacted].  We hope this information is helpful in resolving the complaint.Best Regards,Wayfair.com

To Whom It May Concern,We apologize for the inconvenience the customer experienced with their order. We have stepped outside of our return policy to agree to return the [redacted] - 5 Piece Bed Skirt and Headboard/Footboard Bracket as this is a clearance product and is not eligible for a return...

under Wayfair's return policy, which can be viewed here https://www.wayfair.com/v/account/help/returns_and_damage.The Customer placed their order on November 2, 2016, for the [redacted] - 5 Piece Bed Skirt and Headboard/Footboard Bracket which was delivered on November 4, 2016. That same day the customer called us due to a misunderstanding as to what is included with the product. They had expected the full bed frame, but this order was just for the bracket kit and a bed skirt. Although the first image is the entire bed frame, for better product imagery, we do provide other pictures that show the bed skirt and the brackets. We strive to be as accurate as possible and have titled and described stating that this is just a bracket and bed skirt kit and that the bed frame is not included and must be purchased separately. This information can be seen and verified on our website using this hyperlink https://www.wayfair.com/SmartBase%25C2%25AE-Bed-Skirt-and-Headboard-Footboard-Br...⇄ service agent the customer originally spoke with mistakenly ordered the customer a replacement unit, which was both ordered and cancelled on November 4, 2016 as the customer would receive the same bracket and bed skirt kit. There was no refund associated with this cancellation as we offered to set up a return for the original product that is currently in the customer's possession.Per our return policy, clearance products are not eligible for a return. In the rare event there is a reason for our customer's dissatisfaction, 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 do ask that the customer be responsible for the return shipping cost in this case as the information provided on our website was accurate and available to the customer at the time of purchase. We reached out to the customer to further apologize and offer assistance with their return. 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 sincerely apologize for the inconvenience the customer has been experiencing with his order.  The customer placed an order  for two of our HGTV lamps with LED bulbs. We sell the lamp as a kit with the light bulbs. This customer chose the LED bulbs which added an...

additional $28 per lamp. On November 24th the customer looked at our product listing and saw that there was no charge for the LED bulbs on our site. The customer has requested a return of the item, which we can certainly arrange instead. We strive to keep our prices competitive and as a result our prices do fluctuate on our site. While we do not have a price match policy, we are be happy to apply the refund of $56 per the customer’s request as a one-time courtesy. We have reached out to further apologize and are waiting on confirmation with the customer if they would prefer the discount or to proceed with the return.  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

To Whom It May Concern,We apologize for the inconvenience the customer experienced with his order. The customer placed his order for [redacted] - Portofino Convertible Crib on August 10, 2015. The customer contacted us on August 18 to notify us that the delivery arrived damaged. We promptly...

ordered the customer a replacement part to be shipped. Unfortunately, there was a delay with shipping the missing part due to the manufacturer needing more information to confirm that the correct part was sent. We sincerely apologize for the trouble caused and agree the delay with the order is unacceptable. We reached out to the customer to further apologize for the trouble, and at that point the customer notified us that the replacement part never arrived, and that there were other damaged parts as well. As the customer had already ordered another crib, he opted for a full refund rather than any additional replacement parts. Sadly, due to a pending credit dispute on the charge we are unable to process a refund until the outcome of the dispute is determined. The customer has been made aware of the dispute time frame and accepted this resolution.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