Wayfair, LLC

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order and the damage to her property at the time of delivery.In an effort to rectify the situation, we discounted the cost of the fridge and settled on a agreed upon dollar amount to cover any costs accrued...

to repair/replace the appliance.Instances such as these are not common when shopping with Wayfair and we take each report very seriously and use the feedback to improve our processes for a better shopping experience for our customers.We reached out to the customer to further apologize for the trouble. 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]. 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 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

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order. We stepped outside of our return policy and have refunded the customer in full for the [redacted] 16 Piece Dinnerware Set, Service for 4, quantity of 3 sets. We are proud to offer our customer's a 30...

day return policy. Per our return policy, shipping costs are deducted from the customer's total refund. When the customer received their order, they experienced confusion with the outer labeling on the box. Our manufacturing partner created this product for our exclusive brand, which is why the names are different than what is displayed on our website. We have no desire to mislead our customers in any way and regret when this confusion occurs. We reached out to the customer to 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 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

The message posted here  8/11 is an identical message from the previous week, 8/5.  [redacted] from Wayfair/[redacted] has offered me a 35% discount off of my next order (entire order inc shipping.). When and if this happens I will be satisfied with the the issue.
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with this order.  In an effort to rectify the situation, we fully refunded the customer $71.27 on December 31, 2015.We have no desire to mislead our customers in any way and regret when these isolated...

incidents occur. Regrettably, there was an image discrepancy with the Day Runner Deco Refillable Planner, as the planner is not actually sold in blue and only comes in black. We are proud to offer our customers 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 gladly 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 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 this complaint. Kind Regards,Wayfair.com

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced on her order.We offer many items in our clearance center (previously purchased and returned merchandise) at a large discount. Regrettably, when the customer placed her order for the clearance returned Inset Queen Panel Beds in Taupe our clearance inventory was inaccurate as a result we were unable to fulfill the customers clearance return order. We sincerely apologize for any inconvenience the inaccuracy caused and are continually striving to ensure that our products are listed with the correct and most up to date information.A representative of our Customer Advocacy team attempted to contact the customer using the information provided to us on the order; upon realizing the information was incorrect we reached out to the correct information to apologize further and provided a 15% promo code off a future purchase.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 are very sorry for the trouble the customer experienced on her order. This order was returned on September 24th, 2016 and all charges have been refunded back to the card.We have a very diverse group of people that make up our customer service team. While some of them might...

be Millennials there are many others as well. We try very to hard to provide customers with the very best service and items from the home. It is very unfortunate when customers have issues with there orders and we do are best to correct them when brought to our attention. All of our service agents go through extensive training before they are put on the phones. Our Quality Assurance team reviews calls and procedures and is always looking for ways to improve. Again, we apologize for the issues the customer has experienced with her orders. It is never our intention for customers to go though so many negative experiences. 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 sincerely apologize for the inconvenience the customer experienced with her order. In an effort to rectify the situation, we provided the customer a partial refund as well as ordered a replacement.The customer placed her order on May 5, 2016 for the Modrest Ophelia 2 Drawer...

Dresser. The customer contacted us on May 27, 2016 to notify us that her delivery arrived damaged and refused the item. We promptly ordered the customer a replacement. The replacement dresser has shipped and is estimated to be in the customer’s local delivery area between June 2, 2016 and June 7, 2016. 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. 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 any inconvenience or misunderstanding that was a result of this order.The customer placed her order on 10/18/2017 for the [redacted] Platform Bed which had an estimated ship date of 10/20/2017 and estimated delivery date to the local delivery partner on...

or before 10/31. The bed shipped on 10/20/2017 and was scheduled for delivery to arrive to the local delivery agent on or before 11/8/2017. The bed was delivered to the local delivery agent on 11/8/2017 and a delivery appointment was scheduled for 11/16/2017 for a Front Door Drop-Off Delivery.We have reached out to the customer to apologize and informed them that the delivery appointment for the platform bed has been scheduled for 11/16/2017. We will also continue to work with the customer to ensure the delivery to the customer. If the customer has any additional questions or concerns she may contact [redacted], Revdex.com Liaison, 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]

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]

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].  
 
Regards,
[redacted]
Again, this is my second time reaching out to Ms. [redacted]. She has sent various emails that I didn't want to contact her. I have left to voice messages. I left one On May 21, 2018 and haven't received a return call. I received a email indicating I hung up.I placed a call on May 23, 2018, and I haven't received a call back as of this email. You continue to make comments that I hung up, as I try to return the call, I get no response.

Everything was handled, however I feel that it should have been taken care of same day, when I spoke to the manager on duty. 
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 while shopping with us. To resolve the situation, we are actively working with the customer to ensure the best possible resolution for him. We have offered for him to keep his current [redacted] bathtub for a discount, or provide a significant discount on a different model. We do our best to ensure that our products are listed and pictured with the correct and most up to date information. Regrettably, when the customer was interested in purchasing [redacted] tubs, the item purchased was pictured and listed with an incorrect three button variable option. 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 further apologize and offer assistance with a return. We have also offered to let the customer keep the item he received at a discounted price. Furthermore, we have offered the customer a discount off another [redacted] tub should he return the item he currently has. 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 with their order. The customer placed their order on May 25, 2017 for the [redacted] Sectional and ottoman. The customer contacted us on June 21, 2017 to let us know the item that arrived was the incorrect...

color. Unfortunately, we incorrectly listed the [redacted] Sectional and ottoman with the wrong model number and color choice. We have no desire to mislead our customers and regret when these rare errors occur. In order to rectify the situation, we are working to get the correct model number and have reached out to the customer with several options to resolve this issue. We are discussing these options and are awaiting the customer's response so we will best know how to proceed.We reached out to the customer to further apologize for the trouble. If the customer has any additional questions, they 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]. Per my initial discussion with [redacted] and with my previous Revdex.com posting, I have forwarded my concerns on fraudulent sales tactics of this company to the FTC and my state Attorney General Office.  I will close this issue when I have a conclusion from both of those parties.  I will also be contacting some of Wayfair's advertising companies to alert them of the fraudulent business practices as well.
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the frustration the customer has experienced with her orders. The customer submitted an order on November 14th, 2017 and a return was set up on November 17th, 2017. Unfortunately, a full refund was processed to store credit in error on November...

18th, 2017. In order to give the customer a full refund as expected, we adjusted the refund to go back to the original form of payment for $729.98 on January 1st, 2018.A second order was placed on December 5th, 2017. The customer reported damage to the item on December 29th, 2017 and a full refund of $446.96 was issued to their original payment method on December 29th, 2017. We have reached out to the customer to further apologize and confirmed the refund information with the customer. If the customer has any additional questions or concerns, she may contact [redacted] at ###-###-####. We hope this information is helpful in resolving the complaint. Kind Regards, [redacted]Wayfair.com