Wayfair, LLC

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 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

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

To Whom It May Concern, We sincerely apologize for the inconvenience the customer experienced with her order. The customer placed her order for  [redacted] 4" x 4" Marble Tile in Cappuccino on August 7th , 2015. The customer contacted us on August 25th to notify us that her delivery...

arrived and was missing a parts of the tile. We promptly ordered the customer new tiles ([redacted] 6" x 2" Glass Gloss Tile in Mist) to be shipped. Unfortunately, there was a delay with shipping the new tiles. Due to the delay the customer canceled the order through her account. We sincerely apologize for the trouble caused and agree the delay with the order is unacceptable. A customer service specialist has been working with the customer to resolve the complaint. We reached out to the customer and agreed upon giving them $200 in gift cards to place on their next order. If the customer has any additional questions she may contact [redacted] at [redacted]. We hope this information is helpful in resolving the complaint.Best 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. 
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]

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 $1,249.97 on January 21, 2016. The customer placed her order for the Simmons Upholstery Manhattan sleeper sofa and...

loveseat on September 20, 2015. On October 30th, 2015 the customer contacted us to report that she received the incorrect loveseat. We promptly ordered the customer a replacement which was delivered on December 21st, 2015. Unfortunately, the replacement loveseat was once again shipped incorrectly. The customer also reported that the sleeper sofa was defective and unusable when fully extended. We sincerely apologize for frustration this has caused and agree that receiving two mis-shipped loveseats and an unusable sleeper sofa is unacceptable.We reached out to the customer to further apologize for the difficult experience and have provided a full refund. If the customer has 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 the customer experienced with her order. In an effort to resolve the situation, we have stepped outside our 30-day policy and fully refunded the customer for the rug.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 placed this order for the [redacted] Area Rug on January 8, 2016 and notified us on July 4, 2016 that the rug was defective. Regrettably, the issue was not properly addressed, which caused confusion surrounding the resolution. We sincerely apologize for any confusion and inconvenience and have addressed the issue with the parties involved.We have reached out to further apologize and have stepped outside our 30-day policy by providing the customer with a full refund for the rug. 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

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]The platform bed in question was never delivered making it impossible for me to return it with or without the return paid receipt - however my bank still has the 245.45 as a debit on my account. Please let me know how I can return it if you have not sent it.

To Whom It May Concern,   We are very sorry for the trouble the customer experienced on his order.  The order was canceled by an internal team after realizing the item was out of stock. Typically, our procedure is to have our operations team notify our service team to contact the customer...

before canceling any orders.                                         ...⇄ We work hard to provide accurate shipping and delivery estimates and we sincerely apologize when an item is backordered without prior notice and further more when an item canceled without the customer being notified. After speaking with the manufacturer of this living room set we have discovered that they are unsure if this item is going to be produced in the future.   We reached out to the customer to further apologize for the trouble and have offered to help him find living room sets in similar styles and work with the customer on the price as he states the price of the set was a consideration in the purchase. If the customers have any additional questions or concerns 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 sincerely apologize for the inconvenience the customer has experienced with  his order.The customer placed his order for on October 15th, 2015 on the Wayfair at the [redacted] Marketplace. The carrier, [redacted], attempted to deliver the item to the customer’s address that was...

provided; however, the customer was not available on the first attempt. Per [redacted]’ delivery policy they brought the item to a convenient [redacted] Access Point for customer pick-up. The customer, [redacted], notified us that he would like to arrange a return of the item as he was unable to pick the item up from the access point.Per our return policy, which is stated on the [redacted] Marketplace, we informed the customer that he would be responsible for any return shipping costs. One of our customer service representatives then agreed to waive this return shipping cost as a one-time courtesy. The customer will be receiving a full refund in 3-5 business days. We sincerely apologize for this issue and for the inconvenience the customer has experienced with his 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.Best 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 estimated to be delivered on March 1, 2018;...

however, the item was delayed in transit and not delivered until March 3, 2018. We have reached out to the customer to further apologize. 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, Wayfair.com

To Whom It May Concern,We sincerely apologize for the inconvenience caused to the customer.The customer placed his order on 12/20/2015 for the [redacted] Leather Sofa. Unfortunately, a chair was sent instead of the sofa. We promptly ordered a replacement sofa, sadly, the replacement has been deemed...

lost in transit. We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers and we agree that this has been unacceptable for our customer.In an effort to resolve this situation we have ordered another replacement sofa and upgraded the delivery to Room of choice. The replacement order is estimated to ship on March 14th, 2016 via freight shipment and is estimated to arrive at our delivery agent on March 28th, 2016. From there, our delivery agent will contact the customer to schedule the final delivery date.We reached out to the customer to further apologize and will continue to oversee the order to ensure a prompt delivery. 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 sincerely apologize for the inconvenience the customer experienced with his order. We partner with several other large online retailers, including [redacted].com. They list our items on their website, and we provide any follow up customer service. Under [redacted]s policy,...

[redacted] Marketplace Sellers are not included in their Prime Membership Shipping.The customer placed his order for the Montpelier Swing Set on 4/12/16. At the time of purchase, we provided him with an estimated ship date of 4/18/16 and an expected at local delivery terminal by 4/26/16. The swing set arrived to our delivery terminal earlier than anticipated and on 4/22/16 the final delivery appointment was set for 4/28/16. The customer contacted us on 4/22/16 as they expected the swing set to be delivered sooner, we advised to contact our delivery terminal to reschedule the appointment if the 4/28/16 was not suitable. On 4/28/16 the customer requested to return the swing set. We are proud to offer our customer's 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 an effort to remedy the situation, we have reached out and offered to split the cost of the return shipping with the customer. 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 sincerely apologize for the inconvenience the customer experienced with her order. The customer placed her order for Rectangular Patio 13ft x 10ft Awning on June 18th, 2016. The customer contacted us on August 23rd to notify us that her delivery arrived and was...

missing a part of the awning. We promptly ordered the customer a replacement part to be shipped. Unfortunately, there was a delay with shipping the missing part. We sincerely apologize for the trouble caused and agree the delay with the order is unacceptable. We are continuing to work with the supplier to ensure the correct part is shipped out and should have this resolved shortly. If the customer has any additional questions 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. The customer’s order has been cancelled and has been fully refunded $43.95.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 Wing Décor in Brown, the item 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. 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] 6-Piece Dining Set on June 11, 2017. The customer contacted us on June 15th to notify us that the delivery arrived and one of the chairs...

was defective. Regrettably, the problem was not addressed until June 20, 2017. We sincerely apologize for the trouble this caused and agree the delay with the response for this order is unacceptable. A customer service specialist has been working with the customer to resolve the complaint. We confirmed the part needed, and have verified this part will be sent. The part is estimated to be delivered to the customer on or before July 5, 2017. If the customer has any additional questions she may contact [redacted] at [redacted]. We hope this information is helpful in resolving the complaint.Best 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. 
The offer I received was insulting. I guess that is what Wayfair is about. Too much false advertising and I won't stand for it. The same friend that I was ordering the bed with showed me another example of the same thing that had occurred with our first order, but with a different item. She placed the item in her basket wanting the price listed but the price changed.please keep in mind that the item did not say starting at or if different size add this additional price to your order. I am at the point in which I want this to stop. Wayfair is not fair. I would like the world to know.
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with her order. The customer’s order for the chairs has been cancelled and her pending charge of $131.60 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 the [redacted] Imports - [redacted] Side Chair the item was listed with the incorrect quantity for the price. We have no desire to mislead our customers and regret when these rare errors occur. We sincerely apologize for any inconvenience the error caused to the customer and have updated our listing to accurately show the correct quantity and price.  We have reached out to the customer to further apologize. 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

To Whom It May Concern,We apologize for the inconvenience the consumer has experienced on his order. We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers. Regrettably, another customer’s sectional was mistakenly delivered the consumer on...

May 6, 2016. Both our delivery agent and a highly specialized service agent promptly reached out to the consumer the same day as we had hoped to retrieve the incorrect sofa, so that we may deliver it to the correct customer and deliver the consumer his correct sofa as well. After several attempts to coordinate a pick-up of the incorrect sofa in order to issue the refund. The consumer informed us he would be out of town for an undisclosed period of time. To avoid any further inconvenience to our consumer we processed a refund and advised to donate the incorrect sofa.We reached out to the customer to further apologize and inform him of this refund. 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. We stepped outside of our return policy and refund the customer in full for the [redacted] - Keaton Double Barstool. We are proud to offer our customer's 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. After reviewing the order, it seems that there may have been an error in our system, which has caused the return shipping to be more than expected. 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 his return. 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