Wayfair, LLC

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

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]

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].  
My husband and I have been babysitting a recliner chair that we have not requested and have no interest in.  It was delivered to our house without our permission and left in the driveway blocking the gate to the backyard.  I has been brought on to my husband and myself to physically move the chair so that we may enter and leave our own property.  We have taken time and money to protect the chair that we don't own and have no intention of owning, from the elements.  I keep hearing that Wayfair is trying to contact the delivery company to come and retrieve the chair.  As much as we are thrilled to have to explain to our family and neighbors why there has been a chair in our driveway for the past 5 days, I'm getting pretty fed up.  This won't be resolved until the chair is removed from my property at the expense of Wayfair.  It has become very clear that Wayfair has no problem turning their lack of competent business practice into the unwanted responsibility of the innocent, general population.
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. The response from the company is inaccurate. As attached indicated in the attachments, I confirmed that the order was in fact cancelled on May 5, 2016. I contacted the company on May 19, 2016, when I noticed a charge to my credit card. The company acknowledged that the order had in fact been cancelled on May 5, 2016, however, due to their error, the item was shipped; please see attached conversation confirming same.Although it took several days, the funds were eventually refunded into my account.However, the company's inaccurate response to Revdex.com is disingenuous and false. The company is attempting to indicate that it was my error and references inaccurately dated information. The record should indicate that it was the company's error that caused this situation and not mine; they must acknowledge and take ownership of 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 stepped outside of our return policy and have fully refunded the customer for the return of the [redacted] Upholstery Winchendon Sofa. The customer...

placed his order for the [redacted] Upholstery Winchendon Sofa on 3/15/2016. At the time of purchase, we provided him with an estimated ship date of 3/30/2016. The customer tried to cancel their order on 3/16/2016. Unfortunately, the customer's order was prepared to be shipped and once an order is 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 have reached out to the customer to further apologize for the frustration caused, and informed him we issued a full refund. If the customer has any further questions or concerns, he may contact [redacted] at [redacted]. We hope this information is helpful in resolving the complaint.Kind Regards,Wayfair.com

Thank you for resolving  in a timely  manner.
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 fully refunded the customer $53.98 on August 18, 2016. 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 August 12, 2016 the customer notified us that the Masonware Farmhouse 3 Piece Beverage Dispenser Set she ordered and received was damaged. We offered a replacement dispenser set at no cost or a full refund, sadly, we had no response from the customer as to the desired resolution. We reached out to the customer to further apologize for the trouble and per the Desired Outcome/Settlement provided in the complaint we have issued the full refund back to the customer's original payment method. 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].  
The business has again provided erroneous and misleading information. All of the latest correspondence I have had with Wayfair states that delivery will not be until May 17th, at the earliest. Email attached for reference.
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]. The customer...

placed her order for the [redacted] 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. 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], Revdex.com Liaison at ###-###-####. 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. We have over 7 million different items on our website. We try our best to ensure that all of those items are accurately represented on our site. Unfortunately, we mis-listed the Picket...

House Furnishings - Quinn 8 Drawer Dresser. This item should have reflected that only the mirror was included. We have no desire to mislead our customers and regret when these rare errors occur. In an effort to rectify our error, we have helped the customer place an order for the correct unit. 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 RegardsWayfair.com

To Whom It May Concern:We apologize for the trouble the customer has experienced with a pricing fluctuation or error for the item they were interested in purchasing.We have reached out to the customer to apologize and gather more information to assist them as this product is not currently listed on...

site with the name they provided.As we are an online store, our pricing does tend to fluctuate depending on the market. Regrettably, due to the price difference the customer provided when it was relisted, it appears the item was initially listed with the incorrect price. We sincerely apologize for any inconvenience the error caused the customer.We are happy to work with the customer toward a reasonable resolution upon receiving more information regarding the product they are interested in purchasing. 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 the customer experienced with his order. Unfortunately, the 7 Piece Dining Set was set up in our system incorrectly and only processed 5 pieces when the order was placed. We have no desire to mislead our customers and regret...

when these rare errors occur. In an effort to rectify our error, we have sent the customer the additional (2) chairs and reached out to them apologizing and providing shipping expectations. If the customer has any additional questions or concerns he may contact Emily Thomsen, Revdex.com Liaison at [redacted]. We hope this information is helpful in resolving the complaint.Kind Regards,[redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience caused to the customer.The customer placed their order on November 12, 2017 for the [redacted] Sectional. Unfortunately, the corner chaise was missing from the initial order and was sent as a replacement on January 14, 2018. The corner chaise was delivered on January 18, 2018. 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.We have reached out again to the customer to further apologize for any inconvenience and resolve any outstanding issues. 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 apologize for the inconvenience this order has caused our customer. Regrettably, the customer's order for the [redacted] 88" Sectional was lost in transit on October 26. We reached out to the customer and ordered a replacement at no additional cost to her, which...

unfortunately was also lost in transit on November 22. As a gesture of our apologies, we issued the customer a significant discount off the price of the sectional, and provided an outdoor seating group of greater value free of charge. Another replacement was ordered and shipped out on November 28. It is estimated to be at the local delivery terminal on December 6. When it is received we will contact the customer to set up a delivery appointment. 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 sincerely apologize for the inconvenience the customer experienced with her 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 placed her order for the Fashion Accents 12" x 4"...

Decorative [redacted] in White/Travertine, it was listed as sold in a set of 10 instead of a single piece. We have no desire to mislead our customers and regret when these rare errors occur. In an effort to rectify our error, we have ordered the remaining 24 pieces for the customer. We reached out to the customer to further apologize and to facilitate the delivery of the remaining tiles. 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

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 appreciate the partial discount that I requested and received but until I receive the item, this should remain an open concern and issue  I was advised a new table was ordered while they look for my table but since their have lost it twice and another order once, I have major concerns with the operation of their delivery agent since we are now 0/3 during the last two months  
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 ordered the missing parts and scheduled a medic to assemble the bed. 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 January 16, 2016 the customer notified us that they were missing supports to assemble their bed. Regrettably, we experienced multiple issues and delays with their part request, which we agree is unacceptable. In an effort to rectify the situation, we have confirmed with our warehouse the parts have shipped, and we have arranged to have their bed assembled by a professional. We reached out to the customer to further apologize for the trouble. 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]. . Please see my response to [redacted] from Wayfair.com's Customer Advocacy Team:
Hi [redacted],There is no confusion, Wayfair is showcasing a product, in this case a living set, for the wrong price. The price happens to be the same price as one of the sofas that is part of the set. I was in the Living Room Set section (not in the Sofa section), the image shows a 3-piece set (not a sofa), the original price of $2,579.97 CDN is based on the set (not a sofa). How is anybody supposed to know that the $704.50 refers to only one sofa part of the set? Nowhere does it state that this set starts at a base price of $704.50, not in the Living Room Set section nor on the product page. On top of that, there are other sets in the Living Room Set section where there is no price discrepancy for the reasons that you described (which your customer service representative explained it’s because the items are not sold separately as well, they are only sold as a set.). A customer has to call Customer Service to get an explanation as to why and how this information is false and misleading. It is not clear to the customer, no less to this avid online shopper with professional experience in retail marketing. If this were a smaller item such as an article of clothing that was promoted at an incorrect lower price, the retailer would have to honor the lower price. By law, I believe that you must honor the incorrect lower price that you are showing it at.To add insult to injury, you are offering me a discount less than the discount that was offered to me last Friday. I was offered the set for $1200 then. Still almost $500 more than the price that it is being advertised at.I would like to buy 2 sets at $704.50 and would like this false claim corrected either by adding “starting at $704.50” or “$704.50 for 1 piece”. Thank you,[redacted]
Regards,
[redacted]

To Whom It May Concern, We unfortunately encountered a pricing error with the [redacted], and as a result the customer’s order was cancelled and all pending charges reversed. 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 reached out to the customer to apologize and applied a discount off of a similar item since the original item is currently unavailable. 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,[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 two of the [redacted] Leather Sofa on August 15, 2017. Unfortunately, one of the sofas was reported as lost in transit on September 22, 2017. We...

notified the customer of this error and promptly ordered a replacement sofa which shipped on September 26,2017. The replacement sofa was delivered on October 5, 2017. We sincerely apologize for the trouble caused and agree the delay with the order is unacceptable. We have also issued a discount for the customer as a gesture of our deepest apologies.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