Wayfair, LLC

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] The customer placed her order for the...

[redacted] in the [redacted] fabric on 4/30/2016. The customer contacted us on 5/8/2016 to request that her order be changed to the [redacted] fabric. Regrettably, once an order is placed we are unable to make any changes to the merchandise on the order. The customer then requested to cancel the order, but unfortunately, the sofa was already in production and we are unable to cancel custom made items. If a customer is no longer interested in an item, they are welcome to return the item and are responsible for return shipping costs per our return policy. As a one-time courtesy, we have waived the return shipping costs and the customer has received a full refund.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 the complaint.Kind Regards,Wayfair.com

To Whom It May Concern,We sincerely apologize for the trouble this customer experienced with our website.We do our best to ensure that Wayfair.com is always displaying the correct and most up to date information. Regrettably, when the customer was searching our Open Box section and located the...

[redacted] Personalized Kids Club Chair, the item was incorrectly listed as being available for the Open Box price of $19.40. We sincerely apologize for any inconvenience our error caused to the customer and have since notified the correct internal department to update our site.We have reached out to the customer to further apologize and offer a discount toward the full price item. 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

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced while shopping with us.Regrettably, the a portion of the customer's order was lost in transit. We reached out to the customer and ordered replacement tile at no additional cost to them which was,...

unfortunately, also lost in transit. We reached out to the customer to further apologize and informed them that a full refund for the tile has been issued. As a gesture of our deepest apologies, we are issuing further compensation for the replacement tile that was ordered elsewhere due to the delays this order caused. We are also in the process of reviewing damage to the dining room floor and coordinating a resolution directly with the customer.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 thank the customer for the feedback on their experience. We unfortunately do not offer an exchange program at this time. However, we are proud to offer a 30-day return policy in the event that a customer is not satisfied with their purchase. While we are unable to exchange the customer's shade for a different set, the customer is still welcome to return the used shade for a full refund and place a new order for the correct item. In this instance, the customer has altered the item and decided to use it instead of a return. If the customer has any additional questions or concerns, he may contact [redacted] at ###-###-####. 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. On December 3, 2016, the customer placed an order for the [redacted] Dining Table. Regrettably, we incorrectly listed the [redacted] Dining Table as a complete table, when the listing was...

set up for just the table base. We have no desire to mislead our customers and regret when these rare errors occur. In an effort to rectify our error, we have replaced the table with an alternative complete dining table. 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 trouble the customer experienced with her 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 her order for the [redacted] Loft Bed with...

Desk, the listing was incorrect did not include the Loft Bed with Built-In Ladder as it was sold separately. We sincerely apologize for any inconvenience error caused to the customer and have updated our listing. We have reached out to the customer to further apologize and have sent the Loft Bed with Built-In Ladder 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 inconvenience the customer experienced with his order. In an effort to rectify the situation, we have split the return shipping costs.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 contacted us on July 19th to notify us that [redacted] Nail Head Upholstered Banquette arrived with damage to the packaging and asked to return it. Our representative asked the customer to open and verify if the chair damaged so that we can provide the proper resolution. However, a return minus the costs for return shipping was provided as the resolution as the customer declined to open the packaging to confirm if the chair had been damaged. We have called and clarified our policies with the customer and have agreed to split the return costs as a one-time courtesy. If the customer has any additional questions or concerns he may contact [redacted], at ###-###-####. 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 caused to the customer.The customer placed their order on 11/6/2016 for the [redacted] 4 Piece Sectional Seating Group with Cushion. Unfortunately, we experienced an unexpected separation of the item and pushed the...

delivery date from 12/1 to 12/21. We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers and we agree that the delay with the customer's order is unacceptable.According to our tracking the item was delivered on December 21, 2016. We reached out to the customer to further apologize for the trouble. If the customer has 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 sincerely apologize for the inconvenience the customer has been experiencing with his order. The customer placed an order for the Tyler 4-in-1 Convertible 5 Piece Crib Set with Twin/Full Size Bed Conversion Kit on February 15, 2016 on our website. Regrettably, the...

customer received an e-mail offering 10% off their first order after being referred by a friend in error as that particular promotion had already ended. We sincerely apologize for the inconvenience caused to the customer and regret that more was not done when the customer originally contacted us. We have reached out to further apologize and have applied a discount to the customer’s order. 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 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] Sleeper Sofa.The customer placed her order for the...

[redacted] Sleeper Sofa on 12/9/2016. At the time of purchase, we provided her with an estimated ship date of 12/19/2016. The customer contacted us on 12/10/2016 to request that her order be cancelled. Regrettably, at that time, the customer's order had already been prepared to ship and we were unable to cancel it. 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 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 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 the complaint.Kind Regards,Wayfair.com

To Whom it May Concern,We apologize for any issues this customer may have experienced with his Wayfair credit card. We certainly never want our information to be confusing or misleading and are always working to improve the access and clarity to this information. The Wayfair credit card does...

offer 12 month no financing on individual orders over $500, not the total balance of the card. We have stated this information under our Terms and Conditions. However, considering the circumstances we have stepped outside of our policy as a onetime exception and are working to ensure a similar situation does not occur in the future.A member of our team has reached out to further apologize to the customer and clarify the offers for our Wayfair credit card. If the customer has any additional questions or concerns, he can reach out to [redacted]. at [redacted]. Thank you,The Wayfair Team

I do not accept this response. wayfair points the finger at all but themselves. NO ONE HAS YET TO CONTACT ME BY PHONE OVER THIS SITUATION. THEY SAY ITS A "COMPUTER GLITCH" BUT THEY FEEL THEY ARE NOT AR FAULT AT ALL. IF YOU WASNT WHY GIVE ME $200+ FOR SOMETHING YOU SAY IS MY FAULT. EVERYDAY I WILL WRITE A COMPLAINT WITH THE Revdex.com AND WILL CALL THE MEDIA, VETERAN HOSPITAL, MILITARY POST ETC TO LET IT BE KNOWN HOW WAYFAIR MISTREAT VETERANS. AGAIN I AM NOT HAPPY. THIS IS JUST THE START OF MY CONPLAINT AND HOW FAR I WILL GO!!! YOU PUT THE MONEY ON HOLD/TAKE IT BUT WANT TO BLAME EVERYBODY ELSE. I WILL ASLO BE CONTACTING A LAWYER ABOUT THIS MATTER. I WILL NOT ALLOW THIS TO HAPPEN. EVERYBODY WILL HEAR ABOUT THIS SITUATION!!!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]

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 Liliann Napkin at a discount. We unfortunately encountered a technical glitch that temporarily caused the Liliann...

Napkin (set of 6) to show the price for one single napkin in a few places on the website. We never want to mislead our customers and have corrected the error. 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)” (http://www.wayfair.com/customerservice/general_info.php#terms).We reached out to the customer to apologize and offered a discount off this item. 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 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, the customer’s order was incorrectly marked as being delivered on February...

29, 2016 and as a result was temporarily misplaced at our local delivery terminal. We initiated a dock search to find the lost merchandise and agree the delay with the customer’s order is unacceptable. The customer’s [redacted] Chest has been located and the delivery is scheduled for March 25, 2016. We reached out to the customer to further apologize and to facilitate the delivery of this merchandise. 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. 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] Recliner. The customer placed her order for the [redacted] Recliner on 4/9/2017. At the time of purchase, we provided her with an estimated ship date of 4/12/2017. The customer contacted us on 4/12/2017 to request that her order be cancelled. Unfortunately, at that time, the customer's order had already been packed on the truck for shipment and once an order is packed to be shipped, we are unable to cancel it. Wayfair had requested a rerouted return for this order, which was confirmed on April 18, 2017 resulting in a full refund to the customer. On June 15, 2017 the product was delivered to the customer by mistake. We have advised the customer that she can donate or dispose of the product as we were unable to get the product picked up. We have reached out to the customer to further apologize for the frustration caused, and informed her that the full refund was issued on 4/18/2017. 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.Kind Regards,[redacted]Wayfair.com

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with her order. The customer's order has been cancelled and the pending charge of $55.19 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] Natural/Blue Area Rug, 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 and sent a promotional code of 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 apologize for the inconvenience the Consumer experienced. Our customer placed an order on November 18, 2015, which was delivered on January 04, 2016. Regrettably, during the delivery the Consumer’s (our customer’s neighbor) yard was damaged. Wayfair takes...

issues such as this very seriously and only work with licensed, insured movers should in the rare event these circumstances occur. We have advised the Consumer to open an insurance claim with our delivery company. The Consumer has been working with the delivery company as well as a specialized delivery associate here at Wayfair to ensure the pending claim is settled. We reached out to the Consumer to further apologize for the trouble and will continue to work with all parties involved to ensure a resolution. If the Consumer 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 unfortunately encountered a pricing error with the Tuscany Walnut 3" x 6'' Travertine Subway Tile in Tumbled Brown, 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. 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)” (http://www.wayfair.com/customerservice/general_info.php-privacy).We reached out to the customer to further apologize and provided a gift card to use towards a future purchase. If the customers have 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 sincerely apologize for the inconvenience the customer experienced with her order. We have contacted the customer and processed the refund back to her original method of payment.The customer placed her order on September 28, 2017 for the 15 Piece Porcelain Non-Stick...

Cookware Set in the amount of $103.23. Unfortunately, there was an error on our end that caused the customer to be charged twice. The duplicate charge of $103.23 was refunded to the customer on 10/10/2017. The customer set up a return on the cookware set and was to be fully refunded $103.23. Unfortunately, there was a misunderstanding on our end that caused a delay in the customer's refund.We have since processed the customer's refund in the amount of $103.23 back to her original method of payment as of 11/11/2017, and contacted her to apologize for the misunderstanding. 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 apologize for the trouble the customer has experienced with a pricing fluctuation or error for the item they were interested in purchasing with Wayfair.We have reached out to the customer to apologize and gather more information to assist them as this product is not...

currently listed on site with the name they provided.As we are an online store, our pricing does tend to fluctuate depending on the market. We sincerely apologize for any inconvenience the error caused the customer.We are happy to work with the customer toward a reasonable resolution upon receiving more information regarding the product they are interested in purchasing. We have reached out to further apologize and to gather more information to better assist the customer. If the customer has any further questions or concerns, they may contact [redacted] at 1-[redacted]. We hope this information is helpful in resolving this complaint.Kind Regards,[redacted]Wayfair.com