Wayfair, LLC

[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 our customer has experienced with her order. In an effort to rectify the situation, we have completely refunded the customer any associated return shipping costs for the returned merchandise. We strive for excellence on every order and work to ensure that we provide the highest quality customer service with efficient and easy resolutions. While Wayfair does cover outbound shipping as a courtesy to our customers, we typically do ask that they pay the return shipping fees for any items they wish to return that do not have any issues. Initially, we did ask that the customer pay return shipping for her server that she wished to return. As a courtesy, and an apology for the poor experience she has had with Wayfair, we have waived that return shipping as a one time courtesy. 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

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.  With our automated process we attempted to settle the payment on November 3rd to the customer's account, but was unsuccessful. We attempted a second time on November 10th when the last item shipped, this too was unsuccessful. We were successfully able to charge the customer’s account on November 15, 2016. The customer contacted us on November 17, 2016 and informed us that his account had overdrawn in the amount of $400. The customer provided documentation showing there were no duplicate charges from Wayfair, although, there were other purchases the customer made with other companies after placing there order with us that contributed to the customer's account going into the negative.While it is not Wayfair's responsibility to cover an overdrawn account, we definitely understand the hardships during this time of year and stepped outside of our policies by providing a $240 discount to the customer’s order which settled back on his card on November 17, 2016If the customer has any additional questions, he may contact [redacted], Revdex.com liaison at [redacted] We hope this information is helpful in resolving this complaint. Kind Regards,Wayfair

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 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

To Whom It May Concern,We are very sorry for the trouble the customer experienced on their order. This order was delivered on November 2nd, 2016. We are working with the customer to help them return it at no cost.The item was listed correctly but with an inaccurate picture. We offered the customer a full refund return which they accepted. As soon as the item has been picked up we will issue the refund to the customer. If the customer has any additional questions, 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 apologize for the inconvenience the customer experienced with their order. We stepped outside of our return policy and refunded the customer in full for the [redacted] Cross Back Side Chairs as there was a difference in color in the fabric. 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 would be responsible for return shipping costs. 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 their return and provided a full refund. 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

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with his order. The customer's order has been cancelled and his pending charge of $ 347.98 has been voided.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 his order for the [redacted] - [redacted] 7 Piece Seating Group, the item was listed with the incorrect price. We sincerely apologize for any inconvenience our error caused to the customer and have updated our listing to accurately show the correct price. We have reached out to the customer to further apologize. If the customer has any further questions or concerns, he may contact [redacted], at ###-###-####. We hope this information is helpful in resolving this complaint.Kind Regards,Wayfair.com

To Whom It May Concern.We apologize for the trouble the consumer has experienced.We are happy to assist, however we are unable to locate an order in our system for the customer. We have reached out to the customer to confirm his order information and were unable to get in touch with him. We have...

left a voicemail and sent an email to further assist. We have reached out to the customer to further apologize for the trouble and to offer assistance. 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 our site. In an effort to rectify our error, we offered to provide the customer the [redacted] 5 Piece Dining Set at a significantly discounted rate. We unfortunately encountered a pricing error with the [redacted] 5 Piece Dining Set, and as a result the customer was unable to place the order at the originally displayed price. 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 this item and 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

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 offered the customer assistance with returning the sectional for a full refund.The customer placed her order for the Della Sectional, Color: Burgundy on February 11, 2016 and informed us on March 10, 2016 that the sectional arrived in an unexpected shade of red. All of our product images are taken in a professional studio with professional lighting and in combination with the brightness setting of computer monitors items maybe a shade lighter or darker. We have no desire to mislead our customers in any way and regret when these isolated incidents occur.We are proud to offer our customer's a 30 day return policy. Per our return policy, return 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 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], 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 her order.We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers. It is not in in our business policy to cover any third party agreements between customers and contractors. We recommend always that customer do not make any type of installation appointments until the merchandise has been received and inspected. We did receive the invoice from the customer but regrettably, we were unable to validate the invoice's authenticity.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

To Whom It May Concern, We sincerely apologize for the inconvenience the customer experienced with his order. The customer placed his order for the [redacted] 54" Floating Double Bathroom Vanity Set on December 1st, 2015 and notified us on February 9th, 2016 that his delivery arrived missing...

the sink and the faucet. We promptly ordered the customer replacement parts to be shipped. Regrettably, when the parts arrived the drain assembly for the sink was not included. 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 and we are working to ship the drain assembly as soon as possible. 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

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. 
The company's CURRENT website has the shipping prices in the same size font as the merchandise font.  In December, when I ordered, this was NOT the case.  Again, MORE LIES. Let us just close this.  This company is NOT HONEST, NOT REPUTABLE and I will NOT order from them again. 
Regards,
[redacted]

To Whom It May Concern, We sincerely apologize for the trouble our supplier, [redacted], experienced in regard to receiving payment from Wayfair. Our finance team has been in contact with Mr. [redacted] to make sure that the referenced invoice has been paid and to resolve any additional...

discrepancies in payments. If Mr. [redacted] has any further questions or concerns, 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. In an effort to rectify the situation, we  have ordered a replacement [redacted] Living Room Set that is currently in transit and expected to arrive to the customer’s local area for delivery between...

November 11th and 16th. We experienced an error in shipping where the original order was lost in transit and a member of a specialized team here at Wayfair has been actively working with the customer to get this rectified. A replacement is currently in transit and is estimated to arrive at the local Delivery Terminal between November 11th and November 16th.  We will continue to actively work with this customer to see that the replacement unit is delivered to their satisfaction. 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

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].  ]This has been way more complicated by Wayfair then need be. They have wasted their own staff's time and mine by not stepping up and simply doing what the representative, [redacted] P. stated they would do on 10/03/17. That is, to fix Wayfair's mistake regarding the store credit which caused this problem, which [redacted] P. did immediately. Then as [redacted] P said, they would take responsibility to be sure the $25 late charge and 2.68 interest would be removed from our records. That's it! It's not "stepping outside our normal return policy," it's fixing a mistake made by wayfair and resolving the situation. Here again is a link to [redacted] P's statement on 10/3/17.  [redacted] 
Provide us with a written statement that the $25 late fee and $2.68 interest is gone and that our Wayfair account is closed and it's done!Regards, [redacted]

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 in the amount of $154.37. 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. The customer ordered the Workbench Top Size: 2" H x 60" W x 30" D through our partner [redacted] on February 20, 2016. Regrettably, the damage issue was not properly addressed and we agree the lack of communication is unacceptable.We reached out to the customer to further apologize for the trouble and have provided a full refund of $154.37. 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