Wayfair, LLC

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 apologize for the inconvenience the customer experienced with their order. In an effort to rectify the situation, we have scheduled the delivery appointment for May 6th and applied a discount to the order.We work hard to provide accurate shipping and delivery estimates and...

we sincerely apologize for any confusion and inconvenience caused. When our large parcel shipments arrive to our local delivery agencies, we allow the delivery agency 2 business days to inspect the customers package and contact them to schedule the delivery. We have been able to schedule a delivery appointment for 05/06/2017. However, we certainly agree that the information provided by our team caused some confusion and an inconvenience to this customer, and because of this we have applied a discount to the order total. We reached out to the customer to further apologize for the trouble. If the customer has any additional questions, they may contact [redacted], a 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 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 apologize for the inconvenience the customer experienced with her order. In an effort to rectify the situation, we have agreed to the customer's desired settlement. 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 February 26, 2013 the customer notified us that the Harper Sofa she ordered and received was not as pictured on site and of lower quality than she expected. Regrettably, the defect issue was not properly addressed by our delivery specialist team. We have reached out to the customer to further apologize for the trouble and to issue the partial discount she requested. 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

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]

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. 
Wayfair emailed me stating again they will not honor the price that they had published on their site. they offer me some kind of token discount, but when I asked what kind of discount they never even replied. This is clearly not a satisfactory response
Regards,
[redacted]

To Whom It May Concern,We apologize for the inconvenience this order has caused our customer. Regrettably, the customer's order was lost in transit November 21st 2017. We have been in contact with the customer and ordered a replacement at no additional cost to them. The replacement will ship...

out on November 29, 2017. It is estimated to be delivered to the customer on December 7, 2017. We reached out to the customer to further apologize and to facilitate the delivery 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

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. It is my understanding that although I am satisfied with the response from Wayfair, this matter will not be closed with them until I have received the correct sofa. Thank you
Regards,
[redacted]

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order. We have reached out to further apologize for the troublesome experience, and will be ordering the sofa to match the chaise as soon as it is back in stock. We are continuing to work with the customer to resolve this matter. If the customer has any further questions or concerns, she may [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. The customer’s order has been cancelled and the pending charge of $98.98 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 her order for the Unique Loom rugs, the items was listed with the incorrect price. We sincerely apologize for any inconvenience error and 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 have provided the customer a coupon code to use towards for a future order. 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 sincerely apologize for the inconvenience the customer experienced with their order. The customer placed their order for the ** Appliances - Stainless Steel 5 cu. ft. Top Load Washer on March 18, 2018. The ** Appliances - Stainless Steel 5 cu. ft. Top Load Washer...

was, regrettably, damaged during delivery on March 23, 2018. 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. We ordered a full replacement Top Load Washer with haul away service to have the damaged Top Load Washer disposed of. The Top Loader Washer has been shipped and is estimated to arrive on April 7, 2018. We work hard to create an effortless experience for our customers and apologize that this wasn't the case with this order. We work very closely with our warehouses and delivery agents to ensure orders are shipped complete without missing parts and delivered without damage. We will address the lack of follow up with the customer and will address training opportunities associated with this order. 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] 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. We strive to keep our prices competitive and due to the frequent fluctuation of our prices we do not offer pricing matching. In an effort to resolve the situation, we have provided a full refund for the return of the Economy Surface Mount Ironing Center.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

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 sincerely apologize for the trouble the customer experienced with her order. The customer's order has been cancelled and his pending charge of $159.99 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 her order for the Soho Ivory Area Rug Size: 11' x 15', 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 for the error, and have offered a discount on a future purchase. If the customer has any further questions, she may contact [redacted] at [redacted]. We hope that this information is helpful in resolving the 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]

To Whom It May Concern,We sincerely apologize for the frustration this order has caused for this customer. We did issue the refund on 10/10/16 which was a bank holiday so the refund was processed on 10/11/16. It can take up to 5 business days for the refund to appear on the bank statement. The customer can use the Acquirer Reference Number (ARN) 749[redacted]38 to reference this transaction with their bank or credit card company.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 his order. To rectify the situation, we stepped outside of our return policy and have fully refunded the customer for the return of the [redacted] Queen Sleeper Sofa. The customer placed his order for...

the sofa on 3/15/17. At that time, we provided him with an estimated ship date of 3/16/17. The customer contacted us on 3/24/17 to request a cancellation for all of the items on the order. We cancelled the two nightstands and the bed on his order, as he requested. Unfortunately, at that time, the customer’s order for the sofa had already been 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. We reached out to the customer to further apologize for the frustration caused and informed him that we issued a full refund. If the customer has any further questions or concerns, he 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 inconvenience caused to the customer by this order.The customer placed their order on 3/18/2016 for the [redacted] pillow. The order was shipped out of our warehouses in march of 2016 and delivered on 3/22/2016 and 3/30/2016. When we...

received this order online, the option to receive " 12 month 0% Financing" had not been selected during checkout as the customer had selected the $40 off your first order of $250 or more. The customer filed a dispute that was received on 7/8/2016 for the charges on the Wayfair card. On 8/25/2016 the dispute was settle in accordance with the terms of the credit card stating that the customer did not qualify for the no interest option due to accepting the $40.00 off and the issue was not reported within 60 days of purchase. Unfortunately, we will be unable to accept the removal of the interest charges as per outlined in the terms of the credit cardWe truly cannot apologize enough for any inconvenience and confusion that this may have caused. We reviewed this information with the customer on 11/30/2017 as to why the 0% was not applied to the order. We have reached out to further apologize for any confusion or frustration. 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,[redacted]Wayfair.com

Whom It May Concern,We apologize for the inconvenience the customer experienced with their order.  We stepped outside of our return policy and refund the customer in full for the Loon Peak - Rockvale Panel 2 Piece Bedroom Set and 2 of the Three Posts - Curran Platform 2 Piece Bedroom...

Set. The customer placed their order for the all 3 bed sets on July 30, 2017. At the time of purchase the bed sets were to include 2 items, the headboard and the nightstand which was stated in the specifications on our listing.  On 8/14/2017 the customer notified us he had received the delivery of the 3 beds he ordered but they did not arrive as a Wayfair employee had stated.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.  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. In an effort to rectify our error, we have provided a full refund to the customer. We have also extended a discount on a future purchase for his patience as we were working to a resolution. 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,[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. The business went out of their way to fix their mistake.
Regards,
[redacted]