Wayfair, LLC

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. 
 
[redacted]My Response:  Wayfair did contact me yesterday; I returned the call today and forwarded 15 emails - some with pictures -to validate the damage and my attempts and their customers' attempts to resolve this over the last 2 months.  Their employee, [redacted], never answered our emails. Their delivery agent, [redacted], owner of [redacted] Freight Services , never responded.  [redacted]'s agent, [redacted] never responded.  [redacted] did not advise me to file an insurance claim; no insurance forms have been sent to me to complete.  The only way I can accept a resolution is when I have a reimbursement check ($919.05) for the repairs I paid to restore my yard to the condition it was in prior to [redacted] Freight Services driving over it and creating 6 - 8 inch ruts all over my yard.

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 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

To Whom It May Concern, We sincerely apologize for the inconvenience the customer experienced with their order. The customer placed their order for the Mattress Foundation on November 13, 2017. The customer contacted us on November 22, 2017 to notify us that their delivery arrived and was...

missing the hardware pack. We promptly ordered the customer a replacement part to be shipped. Unfortunately, not all of the hardware was shipped out. We sincerely apologize for the trouble caused and agree that this is unacceptable. A customer service specialist has been working with the customer to resolve the complaint. We confirmed the missing part was delivered on December 9, 2017. We have also provided compensation for the customer's cost of purchasing the remaining parts from a local hardware store on December 13, 2017. If the customer has any additional questions they may contact [redacted] 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]. Please add your rejection comments below. 
I only received part of my sectional couch delivery I need the rest of my couch.  I would like the rest of my couch
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. The business went out of their way to fix their mistake.
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 fully refunded the customer $157.24 on November 23, 2016. On November 05, 2016, the customer notified us that he received a full-sized [redacted] Bed Frame...

instead of the king-sized frame ordered. We promptly ordered the customer a replacement. On November 14, 2016, the customer notified us that he unfortunately received another full-sized bed with the replacement. At this time, a second replacement was ordered and the customer was offered a discount as an apology for the trouble caused. Regrettably, after the second replacement was ordered, we discovered that the listing was set up incorrectly, and the order was coming to our warehouse for a full-sized frame. At this point, one of our customer service agents cancelled the second replacement as the customer would only receive a third full-sized frame instead of the king-sized frame needed. We understand the customer's situation, and agree that the experience had with this order is unacceptable. We reached out to the customer to further apologize for the trouble and offered to help him place an order for an alternative king-sized frame at a discount due to the trouble. If the customer has any additional questions, he may contact David LeHouillier, 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 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

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

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

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

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. 
I stand by my request that the item be made available for me to purchase at the advertised price when I originally purchased it. Staff have been respectful and courteous, which I appreciate. But I do not feel Joss & Main's desire for any customer retention in their offer to purchase the item at a "discounted" price as an apology which is still THREE TIMES HIGHER than the advertised price, when I made my original purchase.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].
 
Regards,
[redacted]

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 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 sincerely apologize for the inconvenience the customer experienced with their order.  Unfortunately, we incorrectly listed the [redacted] - [redacted] as coming with a mattress. We have no desire to mislead our customers and regret when these rare errors...

occur. We have since corrected our listing to better communicate that the mattress is sold separately.In an effort to rectify our error, we have provided the customer with the $58.00 refund. 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

:
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 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

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 are very sorry for the trouble the customer experienced on her order. We work hard to provide accurate shipping and delivery estimates and we sincerely apologize when an item is backordered without prior notice. The customer placed her order on May 30, 2017....

Unfortunately, we experienced an unexpected backorder on the item and pushed the shipping date from June 2 to September 15. On June 5, 2017 the customer was notified by email that her order had been backordered. We were contacted on June 9 and a Customer Serivce Manager [redacted] has worked with the customer to cancel the current order and assist the customer in finding a new item to order.We have placed a new order on June 12, 2017 for the customer for the 3 Piece [redacted] with Cushions in the Brown finish. With express shipping applied to the order, the order will arrive to the customer on or before June 16.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.Best Regards,[redacted]Wayfair.com