Wayfair, LLC

To Whom It May Concern, We apologize for the inconvenience the customer experienced with her order. In an effort to rectify our error, we are providing the customer the remaining tiles at no additional cost. We unfortunately encountered a pricing error with the [redacted] - 3" x 6" [redacted]...

[redacted] Tile in Cappuccino and as a result the customer’s order was shipped incorrectly. 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. 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]

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].  
[I have not yet received a refund for the wrong chair that was delivered on February 5th. Wayfair even tried to tell me I had to pay for the return of this item which I refuse to do. The only way to rectify this issue in the proper way is for wayfair to give me 3 new matching chairs at their cost. I now have to tell my mother that she is not getting a 3rd chair to complete her birthday gift since the original 2 chairs were already given to her on her birthday in December. Very unhappy and will never be shopping at wayfair again. 5 months later and I still don't have a complete set. Unbelievable. Will definitely be sharing this experience with others. 
Regards,
[redacted]

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order. We are proud to offer our customers a 30 day return policy. Per our return policy, round trip shipping costs are deducted from the customer's total refund when they use our return label - as the...

customer returned the comforter set on their own, the return shipping was not deducted. We received the comforter set back to our warehouse and credited the customer the price of the item, $30.99, back to her original payment method on 1/2/2017. We reached out to the customer to apologize for any delay in receiving her refund and advised the item has been refunded in full. 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 troubles the customer experienced while shopping with us.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 shopping for the Lima 8" x 8" Ceramic Tile in Classic White...

and Charcoal Grey, the item was listed with the incorrect price. We truly regret when these infrequent errors occur and are making all efforts to avoid a similar situation from happening in the future.We have reached out to the customer to further apologize and have offered to provide on an alternative item. 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

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]
As of 6-22-2017 still haven't received the table want to know what's going on?
Regards,
[redacted]

To Whom It May Concern,We apologize for the trouble the customer has experienced while shopping with Joss & Main. As we are an online store, our pricing does tend to fluctuate depending on the market. We have reached out to the customer to apologize and gather more information to assist...

them as we are not able to locate the item on our site with the name provided.We have reached out to the customer to apologize and assist them with their purchase.  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

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does NOT satisfy my issues and/or concerns in reference to complaint #[redacted].   iTEM STILL HAS NOT BEEN SHIPPED.!!!  COMPLAINT NOT RESOLVED!! 
Regards,
[redacted]

To Whom It May Concern, We sincerely apologize for the inconvenience the customer experienced with her order. The customer placed her order for the [redacted] Gallery - Queen Panel Bed on July 27, 2016. The customer contacted us on April 19, 2017 to notify us that her delivery arrived and was...

missing the hardware. We promptly ordered the customer a replacement part to be shipped. Unfortunately, there was a delay with shipping the missing part. We sincerely apologize for the trouble caused and agree the delay with the replacement order is unacceptable.A customer service specialist has been working with the customer to resolve the complaint. The customer never received the replacement parts and a full refund was issued back to the customer's [redacted] account on August 14, 2017.We reached out to the customer to further apologize and offer assistance with her refund. 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,[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 fully refunded the customer $33.38 on March 15, 2016. The customer placed his order for the Goose Alternative Down Comforter Set on March 3, 2016. We...

provided an estimated delivery date of Wednesday, March 9, 2016. Regrettably, due to severe weather conditions the delivery was delayed until March 11, 2016 ([redacted] Tracking [redacted]).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 March 11, 2016 the customer notified us that he wished to return the Goose Alternative Down Comforter Set. Regrettably, the defect issue was not properly addressed as we were unaware of any damages or defects. We reached out to the customer to further apologize for the trouble and have provided a full refund of $33.38 for the Goose Alternative Down Comforter Set. 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 caused to the customer. The customer placed his order on 7/28/2015 for the [redacted] Sofa . Unfortunately, we experienced a delay in shipping with our carrier. We strive to ensure our orders are successfully filled and...

delivered to the satisfaction of our customers and we agree that the delay is unacceptable.  A service representative has been working with the customer to ensure the delivery of his items. The sofa and ottoman was delivered on 8/22/2015 and we provided the customer with a $100.00 discount for the delay. 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

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 [redacted] 6 Piece Fire Pit Seating Group with Cushion at a discounted price.We unfortunately encountered a pricing error...

with the customer's original order for the [redacted] 10 Piece Seating Group with Cushion, and as a result the customer's original 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. 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 when the error was first discovered and offered a discount off a future purchase. If the customer has any additional questions or concerns she may contact [redacted], at ###-###-####. 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 their order. On July 17, 2017 the customer placed their order for the [redacted]Dual Fuel Convection Range. Upon going through Wayfair's order processing, the information raised some concern causing us to mark this as...

potential fraud. Wayfair's fraud check is a rigorous process that is in place with the main goal of protecting our customers and their personal information. We check orders for any suspicious or incorrect information. If we cannot verify the authenticity of the information provided, Wayfair reserves the right to cancel any order at any time to ensure only valid orders are processed and shipped. We reached out to the customer to further apologize for the trouble and to assist in placing a new order with the given account restrictions. If the customer has any additional questions or concerns they may contact [redacted], at [redacted]. We hope this information is helpful in resolving this complaint.Best Regards,[redacted]Wayfair.com

To Whom It May Concern,We are very sorry for the trouble the customer experienced on her order. In an effort to rectify the situation we have offered to send alternative finish for the Nicholas Audio Pier at the same price the customer paid for the Vintage Mahogany.The customer placed her order on...

January 20, 2016 for the Nicholas Audio Pier Finish: Vintage Mahogany. Regrettably, we were unable to fulfill the customer’s order as the Vintage Mahogany finish was discontinued. The customer’s order was cancelled and a full refund was processed to the customer’s [redacted] Account. We work hard to provide accurate shipping and delivery estimates and we sincerely apologize when an item is discontinued without prior notice.  We reached out to the customer to further apologize for the trouble and offered to fulfill the customer’s order with an alternative available finish. 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 apologize for the inconvenience the customer experienced with their 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] Upholstered Platform Bed and Wayfair Sleep 8" Memory Foam Mattress. The customer placed Order [redacted] for the Platform Bed and Memory Foam Mattress on 7/7/2017. At the time of purchase, we provided them with an estimated same day ship date of 7/7/2017. The customer contacted us later on 7/7/2017 to request that the order be cancelled. Unfortunately, at that time, the customer's order had already been picked and packed on the truck for shipment and once an order is packed to be shipped, 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.Separately, the customer placed Order [redacted] with a Wayfair Employee. According to our [redacted] tracking [redacted] this item was delivered on 7/14. As the customer reports they did not receive this item we have begun an investigation with the carrier and will be issuing a replacement or full refund to the customer once the investigation is concluded.We have reached out to the customer to further apologize for the frustration caused, and informed them as a courtesy we will be issuing a full refund once the items are returned and can offer a replacement or refund for the missing Bed. If the customer has any further questions or concerns, they may contact [redacted], Revdex.com Liaison at [redacted] or [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 their order. In an effort to rectify the situation we have ordered a replacement sectional which is estimated to ship on 9/6/2017 and have provided a discount for the trouble.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. On 8/12/2017 the customer notified us that the [redacted] Home Co - [redacted] Sectional she ordered and received was defective as the nail-head trim was different colors. At this time we attempted to get a furniture artisan to replace or repair the nail-head trim. On 8/15/2017 we ordered a replacement sectional for the customer which does take 2-3 weeks to ship from our warehouse. We sincerely apologize for the trouble caused and regret when these rare errors or defects occur.We have reached out to the customer to further apologize and will continue to assist the customer with her order. 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,[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 have asked a medic to contact them in regards to the damage. He has set up a time 10/08 to repair the damage. 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, medics, or offer a full refund for damaged or defective items. On July 26, 2016 the customer notified us that the Lark Manor - Ellington TV Stand they ordered and received was damaged. We ordered a replacement that same day. The item shipped July 27 and was delivered on August 17th. The customer reported damage and we set up a medic to come out to the location to fix the damage. If the customer is not happy with the technician repairs, we will be happy to further assist them. 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

Revdex.com:Wayfair has expressed that they went "outside their return policy" to return my money. However, their description was incomplete and the picture of the product was photo-edited and misleading. They went so far as to change the product's listing on their website (I have written confirmation of this from their representative) , but their customer service representative would not grant me free return shipping.I should not have had to go this far to get this company to do the right thing. I find the wording in their reply slightly condescending, as their misleading information should not be my loss.However, now they have returned my money and granted me free shipping. Therefore, slightly disgusted by their response, I accept this resolution (action) but not the written response, as no company policy can contain verbiage that allows for misleading customers to gain profit or force them to keep a product due to the return cost, if the product received was not what the customer believes they are purchasing, based on the provided information from the company!This company's response was worded with a seeming intention that they were doing me a favor! I was the one who wasted my personal time fighting their negligence on principle!
Regards, [redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with her order. The customer placed her order for the [redacted] Chaise Lounge in January and when she received her delivery she reported that she received the incorrect color. We issued a replacement that...

was delivered in the same color. After speaking with the manufacturer we realized that we incorrectly listed the lounge as white, but the color is actually a beige. We have no desire to mislead our customers and regret when these rare errors occur. In an effort to rectify our error, we have provided a full refund to the customer and requested a pickup of the lounge at no additional cost. We have also provided a gift card for the inconvenience our customer has suffered. 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 RegardsWayfair.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 fully refunded the customer $2,894.99 on September 23, 2015. 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 September 2, 2015 the customer notified us that the [redacted] Heated Reclining Massage Chair arrived missing the side panels. Unfortunately, due to a miscommunication we were unable to ship the parts in a timely manner to the customer. Regrettably, there was also a delay having our carrier retrieve the recliner from the customer. We agree the miscommunication and delay in picking up the recliner is unacceptable, and we have address the issues with the parties involved to prevent similar occurrences from happening in the future. 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