Wayfair, LLC

To Whom It May Concern,We apologize for the inconvenience the customer experienced with his order.  We stepped outside of our return policy and refund the customer in full for the [redacted] Furniture - [redacted] 2-Drawer Lateral File. 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 reached out to the customer to further apologize. In an effort to rectify the situation we have stepped outside our return policy as a one-time exception by issuing a refund of the return shipping costs. 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 her order. The customer’s order has been cancelled and her pending charge of $103.68 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 [redacted] Living - [redacted] Ivory Area Rug, the item was listed with the incorrect price for the larger sized rugs. As a result, the customer's order was cancelled and all pending charges were voided. 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)" ([redacted]).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 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. 
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience caused to the customer.The customer placed their order on June 12, 2017 for the [redacted] Green Star - 10" Replacement Innerspring Full Size Futon Mattress.  The item shipped on June 15, 2017. Regrettably, the customer's order was marked as arriving at our local delivery agent on July 25th 2017. As a result the item was misplaced at our local delivery terminal. We initiated a dock search to find the merchandise, however, the search was unsuccessful and the item was deemed lost. 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.In an effort to rectify our error, on August 1st we ordered the customer a replacement Futon Mattress and provided a discount for the trouble. This order has shipped and is estimated to arrive at the local delivery agent on August 16, 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

To Whom It May Concern, We sincerely apologize for the inconvenience the customer experienced with their order. The customer placed their order for the [redacted] Imports - [redacted] Dining Table on December 16 ,2017. The table legs were, regrettably, delivered damaged on January 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 the replacement legs and they have all been delivered as of February 17, 2018. We work hard to create an effortless experience for our customers and we 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 and without damage. We reached out to the customer to further apologize for the trouble. If the customer has any additional questions or concerns, they may contact Julianne Laumann at [redacted]. We hope this information is helpful in resolving this complaint. Kind Regards, Wayfair.com

To Whom It May Concern,We are truly sorry for the issues this customer had experienced with his order for the [redacted] - [redacted] Fabric Arm Chair. The delivery agent in his area, [redacted], has specific hours that do not work with the customer's schedule. We have...

reached out to the customer and the delivery agent to see if this item can be delivered at a time that better suits the customer. We have also offered to downgrade the service to outside the home drop off, in which the customer would not be home. This option does not work for the customer. If the delivery agent cannot guarantee this item after 4 p.m. we have promised the customer we will have it returned for a full refund. We have reached out to further apologize for the issues this customer faced. If the customer has any additional questions or concerns as we schedule this delivery, he can reach out to our Revdex.com liaison, [redacted]. at ([redacted].Thank you,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 fully refunded the customer $564.88 on July 11, 2017. The customer placed their order for the [redacted] - Inshore Sofa on June 7, 2017 with an estimated ship date of June 8, 2017. On July 5th we reached out to our freight carrier for a status update as the tracking showed no movement. On July 10th a dock search was initiated for the missing sofa, these take 3-5 business days to complete. We are happy to order replacements parts or units, or offer a full refund for any items that are lost in transit. We have stepped outside our normal policy to refund the customer in full for the sofa before the dock search was completed. We have reached out to the customer to further apologize for the trouble. If the customer has any additional questions, she may contact [redacted], Revdex.com liaison 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 concerns relating to the refund but did not address why Wayfair did a "bait and switch" 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 trouble the customer experienced with his 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 viewed this item our our site, a technical error caused...

this item to show the wrong price on the search page. We sincerely apologize for our error and the inconvenience 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 provided a discount for a future order. If the customer has any further questions or concerns, he may contact [redacted] at [redacted]. We hope this information is helpful in resolving this complaint.Kind Regards,Wayfair

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].  
It has now been two weeks and the chairs location is unknown. Not just to me, but the company has admitted that they do not know it’s location. I was told last week that it would be arriving on 10/9 but when I checked with them on 10/7 they informed me that the 10/9 date was incorrect and that they would let me know on 10/9 when to expect the chair. Making that the fifth missed delivery promise. Today I was told they (customer service and the warehouse) do not know the chairs location. Literally they do not know if the chair has been shipped, if it’s in a corner somewhere, if they never carried the chair but they wanted to take my money anyway. So we are at five missed delivery dates, no idea of the chairs location, two weeks of waiting, and no resolution in sight. Absolutely a complete joke of a company.
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. 
Regards,
[redacted]

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] Upholstery Sectional. The customer placed her...

order for the sectional on November 25, 2016. At the time of purchase, we provided her with an estimated ship date of 1/4/2017. Our site displays this product as shipping in 2-3 weeks which is the lead time from point of purchase to when the product ships from the warehouse. This information is not indicative of the transit time. The customer contacted us on 12/2/2016 to request that her order be cancelled. Unfortunately, at that the time, the customer's order was already being prepared to be shipped and we were 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 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

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]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with her order.  We manage millions of products on site and do our best to keep our photos up to date.  Unfortunately at the time of the customers purchase, we pictured the [redacted] Sofa with discontinued pillow fabrics . We have confirmed with the supplier that the fabrics have definitely been discontinued and are no longer manufactured. In an effort to rectify our error, we had provided the customer with alternative fabric options, which we have already fulfilled. We have also changed the photo on our website to reflect the fabric change, and the old photo has been completely removed on site. 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,[redacted]Wayfair.com

Although the company was unable to meet or match the price, the communication, efforts and negotiation for a similar item reached a high level of customer service in which I appreciate.
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. 
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with placing an order.We do our best to ensure that our products are listed with the correct and most up to date information. However, our stock updates every 24 hours so sold items do not always reflect in the...

quantity immediately.Regrettably, when the customer was trying to place her order for the [redacted] 3 Piece Lounge Seating Group with Cushions, it was already purchased by another customer. Since the item was listed in our clearance department due to being a return, it was significantly discounted. Items in our clearance department tend to sell quick and have very limited stock.If items in clearance are no longer available, but we still have the item for sale at regular price on the website, when the customer proceeds to check out the system will pull the item from regular stock at full price. We have no desire to mislead our customers and regret when confusion like this occurs. We sincerely apologize for any inconvenience.We have reached out to the customer to further apologize and have provided a promo code for 15% her next order shall she shop with Wayfair in the future. If the customer has any further questions or concerns, he may contact Brooke Thomas, at ###-###-####. We hope this information is helpful in resolving this complaint.Best Regards,[redacted]Wayfair.com

To Whom It May Concern, We apologize for the inconvenience the customer experienced with her 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. On January 19, 2016 the customer...

notified us that she received the incorrect item; she received a Wine Hog Cork Catcher instead of a 34-Bottle Evolution Series Wine Refrigerator. Regrettably, we encountered a listing error with the Wine Refrigerator as it was incorrectly priced and matched to a different item, Wine Hog Cork Catcher, in our system. We have no desire to mislead our customers and truly regret when these infrequent errors occur. We have reached out to further apologize and have issued the customer a full refund of $39.94.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

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. 
Because the person who contacted me back on Revdex.com called me a female and not a male. Pay attention and do not give random copy and paste responses. 
Regards,
[redacted]

To Whom It May Concern,We apologize for the inconvenience the customer experienced with his order. We had assisted this customer in setting up a return with a pick up request through [redacted]. However, [redacted] Tracking # [redacted] shows that the product was never picked up from the customer....

According to Wayfair's records the customer is still in possession of the product. We have asked the customer to provide alternative tracking for us to confirm the item has been returned. We are proud to offer our customer's a 30-day return policy. Per our return policy, Wayfair must have confirmation that the product has been received by our returns warehouse before the refund is issued. We have no desire to mislead our customers in any way or withhold their refund for any reason. 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], Revdex.com liaison at [redacted]. We hope this information is helpful in resolving this complaint. Kind Regards,[redacted]Wayfair.com