Wayfair, LLC

To Whom It May Concern,We sincerely apologize for the inconvenience caused to our customer. In an effort to rectify the situation, we are working to ensure the customer’s order is fulfilled as soon as possible.The customer placed her order on June 9, 2016 for the [redacted] - 54" [redacted] Outdoor 3...

Blade Ceiling Fan. Regrettably, we experienced a processing error on the item, which has caused a significant backorder. We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers and we agree that this delay with the customer's order is unacceptable.We have reached out to further apologize for the continued delay and we will continue work to ensure the customer’s order is successfully fulfilled as soon as possible. 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.Best 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 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 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

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].  
                                  Hello I was contacted. However I was being lied to on the phone. I wish that I would have took a picture of the first statement where it showed that the delivery date was set for Nov 9th. As you see the local delivery agent received the bed on the 7th. Not as Wayfair is claiming. Also when I spoke to [redacted] he assured to get the bed to me before the 16th. I spoke to him and another woman who said that they seen where the bed was scheduled for delivery on the 9th and it changed. Again I am disabled I have no bed to sleep on due to the fact that I tore the bed down on the 8th seeing that the date scheduled for delivery was on the 9th. The lady who contacted me said that the 16th is when it will be delivered because they can not get no trucks to bring it. Or pay me to have someone go pick it up. That is poor service. This was not my error. Again Anne from the local agency said it was there that it just was not put on the truck to be delivered on the 9th. Which is why my delivery date changed. I want the bed delivered before the 16th. I am missing bone out of my spine and ligaments and no bed to sleep on. This also will be my last order with Wayfair. With the poor customer service from being hung up on and being lied to. Why can they not get a truck to get it here before the 16th? This was not my error. Ben a supervisor also assured me that he knew people personally that could get the bed here earlier than the 16th due to their error. Now not? I need the bed asap
Regards,
[redacted]

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 their order. In an effort to rectify the situation, we scheduled a delivery for May 6th. The order was delivered and signed for.  We work hard to provide accurate shipping and delivery estimates and we sincerely apologize for any confusion and inconvenience caused. We scheduled a delivery on Saturday May 6th to accommodate the customer's delivery needs and attempted to provide an early delivery window to accommodate the customers request. This was delivered and signed for on May 6th. However, we can certainly agree that the information provided by our team may have caused some confusion and an inconvenience to this customer, and because of this we have applied a discount to the order total. We have reached out to the customer to further apologize for the trouble. If the customer has any additional questions they contact [redacted], a Revdex.com liason 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. 
My first complaint was sent on the 24th, then again on the 26th of July. I never received a response or confirmation that a substitute order had been initiated. Once I initiated the Revdex.com complaint I did receive satisfactory resolution and expect to receive the refund any day now. 
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience caused to the customer.The customer placed their order on May 09, 2017 for the [redacted] 6 Drawer Dresser and 2 Drawer Nightstand. These items shipped on May 10, 2017 and the [redacted] 6 Drawer Dresser was delivered on May 20, 2017....

Unfortunately, the 2 Drawer Nightstand was lost in transit and had to be replaced. At the time this was discovered, we ordered a replacement nightstand which shipped on May 24, 2017 under tracking number [redacted]. 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 full order is unacceptable.A customer service manager has been working with the customer to ensure the delivery of their item. The delivery is set for tomorrow, May 25, 2017. Once the item has been successfully delivered, we will work with the customer to provide a discount for the delay.If the customer has any additional questions or concerns, they 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 his order. In an effort to rectify our error, we have placed a new order at a significant discount. We do our best to ensure that our products are listed with the correct and most up to date...

information. Regrettably, the Three Posts - Bismark Sectional was incorrectly listed, as a result only the sofa was paid for and delivered. We sincerely apologize for any inconvenience our error caused to the customer and we have removed the listing.  We reached out to the customer to apologize and placed a new order at a significant discount. If the customers have any additional 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 sincerely apologize for the inconvenience caused to the customer.The customer placed his order on 05/26/2017 for the [redacted]® - [redacted] 3-Light Kitchen Pendant Lighting. Unfortunately, we experienced an unexpected backorder on the item and pushed the shipping...

date from June 1st to June 2nd. 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.A customer service manager has been working with the customer to ensure the delivery of his item and provided a discount for the inconvenience this has caused. The customer's order was shipped on 06/02/2017 and is estimate to be delivered on 06/06/2017. The customer's package may be tracked on [redacted] using the following tracking number: [redacted].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 sincerely apologize for the inconvenience the customer experienced with her order. In an effort to rectify our error, we have provided a full refund to the customer [redacted] Transaction ID [redacted]. The customer placed his order for the Vantage Industries - Eco...

Stay Non-Slip Rug on July 19, 2016. Regrettably, we incorrectly listed the Eco Stay as being 100 plant based padding with 20 year guarantee. We have no desire to mislead our customers and have corrected our listing. We have reached out to the customer to further apologize and have provided a full refund. 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 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 has been deemed Lost in Transit. We initiated a dock search...

to find the lost merchandise and agree the delay with the customer's order is unacceptable. The customer's items were not found.We reached out to the customer to further apologize and to facilitate the full refund of this merchandise. 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 inconvenience the customer has been experiencing with her order. In an effort to rectify the situation, we have provided a discount on the chests. The customer placed an order for two Revere 4 Drawer Chests in Jamocha Wood on March 6, 2016...

and requested cancellation 30 minutes later. Unfortunately, at that time, we were unable to cancel as the items were already in the shipping process and shipped the same day. We strive to ship our items to our customers as soon as possible and sincerely apologize for any inconvenience this may have caused the customer. We have reached out to further apologize for the troublesomeness experience and offered a discount to keep the Jamocha Wood chests. 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:
My issue with Wayfair was not so much the pricing error as the deceptive response to the pricing error that came after. If the FIRST reaction had been, "We're sorry, the price was incorrect. Per our policy, this order will be cancelled," then I would have been disappointed, but not angry. It should be noted that Wayfair has contacted me and has allowed me to purchase a comparable item, though at not as much discounted as my original order, was an acceptable compromise to me. So, in this sense, it is resolved. No one has yet addressed the dishonesty involved, though. Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the continued difficulty the customer has been experiencing with her order.The charges being disputed have been collected by [redacted] Bank and will need to be resolved with directly with the card issuing bank. We have offered again to hold a 3-way conference call with the customer and [redacted] to assist with a resolution as we are unable to make any changes to any fees that the customer may have incurred through [redacted].We have reached out to further apologize and have provided a discount for the experience with her Wayfair credit card account. 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 sincerely apologize for the inconvenience the customer experienced with his order.When shopping with Wayfair we ensure that all of our customers personal contact information is private and confidential. We do not provide any information in regards to order information, order issues or customer contact information to anyone other than the individual listed as the contact on the order. We will never send any financial documentation to anyone other than the contact on the order. We have confirmed with our Financial Department the only email they sent any billing inquiries to was solely the email provided on the order. In an effort to resolve the situation, I attempted to reach the customer by telephone. The customer stated that he did not wish to speak to Wayfair in regards to the issue and disconnected the call. If the customer has any additional questions or concerns they 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 their order. In an effort to rectify the situation, we stepped outside of our return policy and refunded the customer in full for the [redacted] Leather Rocker Recliner. The customer placed...

their order for the [redacted] Leather Rocker Recliner on 6/1/2017. At the time of purchase, we provided them with an estimated ship date of 7/17/2017. The customer contacted us on 6/17/2017 to request that their order be cancelled as they needed the item sooner. 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. Item shipped 6/19/2017.  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 have reached out to the customer to further apologize for the frustration caused, and informed them we issued a return for a full refund. 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 or resolve my issues and/or concerns in reference to complaint # [redacted]. . 
Unfortunately, even after Wayfair’s intervention, the problem remains unsolved. Although I have received apology from Wayfair and they have agreed to waiver my assembly fee, which is about $120, but nothing in my opinion was done to make the assembly happened. Here is the latest update. I was called on Tuesday 05/01/18 by [redacted] confirming my furniture assembly appointment between 2 PM and 5 PM today. So I took a half day off work to be there. Today at 3:30 PM [redacted] called me to inform me that the assembly would be cancelled again as it requires two man and the order was given just for one. Just for the record, this was exactly how our last assembly was scheduled and then canceled by [redacted]. I was advised next time to verify that the order is given for two man job. I’m so grateful they have not required me to give their handymen a wake-up calls, to assure they have had a nutritious breakfast and to remind them to take their toolboxes for the job. If this is their idea of the customer service that I don’t want to have any business with them. Since I believe its Wayfair’s responsibility to assure their contractors are up to reasonable standards, I have contacted Wayfair again. This time I have requested different assembly contractor and one week deadline for assembly completion.Wayfair has attempted reaching out to another assembly company to get the armoire assembled but wasn’t able to set it up. So they have contacted me in a two day to inform me that they have no another contractor in my area to complete the assembly. They have agreed to issue a full refund for the item so I will be allowed to donate or dispose of their item and to purchase a new one through the different seller. Accordingly, that is the only solution Wayfair has presented to me instead of providing a furniture assembly services that they have offered and I have paid for. After two months of fighting for receiving the service, four failed attempts to complete the assembly, unpaid missed work time, half-dozen emails and phone calls, all what I was finally given is my money back. Plus, this useless pile of plywood, delivered to me instead of assembled armoire, is now mine to keep, to throw away, to set on fire etc.. To me it certainly not worth my lost time/ productivity and stress of trying to stand for my ground. I am back to the square one after losing two month on this pathetic journey. Wayfair was not able or not willing to fulfill its obligations and just dropped the ball. The massage to consumers is that Wayfair is quick to charge for furniture assembly services, lousy with providing it and gives you no guarantee this would actually happen.  Sincerely
Regards,
[redacted]

To Whom It May Concern,We are very sorry for the inconvenience our customer has experienced with his Wayfair order. The customer's item has shipped and will be delivered on August 22, 2016.We strive for excellence on every order and work to ensure that we provide the most accurate and up to date...

information regarding each of our products. On July 23, 2016 our customer ordered a Single-Wall with Horizontal Termination Vent Kit which we had listed as being able to ship out on August 12, 2016. Regrettably, we experienced an unexpected delay with the stock of the item and updated our shipping estimate to November. We understand the customer’s situation and agree the delay is unacceptable.We have reached out to the customer to further apologize for the experience and have confirmed with our warehouse that stock arrived sooner than anticipated and the customer’s order shipped on August 19, 2016 via [redacted] Tracking [redacted]. 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