Wayfair, LLC

To Whom It May Concern,We apologize for the inconvenience our customer experienced with her order. In an effort to rectify the situation, we have fully refunded the customer for the return of the [redacted] Sectional.We do our best to ensure that our products are listed with the correct and most up to...

date information. Regrettably, the [redacted] Sectional was incorrectly listed and priced for just the loveseat. We sincerely apologize for any inconvenience and have removed the listing from our website.We reached out to the customer to further apologize and to extend a promotional code for a future purchase as the complete sectional is unavailable. 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 trouble the customer experienced with our listing.We do our best to ensure that our products are listed with the correct and most up to date information. Regrettably, when the customer attempted to place an order for the [redacted] 5 Piece Dining...

Set, 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. If the customer has any further questions or concerns, she may contact [redacted], at 857-317-7253. 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.The customer placed her order for the [redacted] sofa on February 24, 2016, which shipped from our warehouse in North Carolina and was delivered on March 11, 2016. The customer placed her order for the...

S[redacted] on February 23, 2016, which shipped from our warehouse in New Jersey and was delivered on February 25, 2016.  On June 24, 2016 the customer notified us that the [redacted] Sofa and the S[redacted] she ordered has bed bugs. Quality Control is very important to us and have confirmed with both warehouses that no additional cases have been reported. We understand the customer’s situation and have advised the customer to contact an exterminator right away to remove the pests and have requested the exterminator’s report determining the source of the infestation to help us continue our investigations. We reached out to the customer to further apologize for the trouble and we are awaiting the outcome of the exterminator’s report. 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

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 their order. We have stepped outside of our return policy to agree to return the [redacted] - 5 Piece Bed Skirt and Headboard/Footboard Bracket as this is a clearance product and is not eligible for a return under Wayfair's return policy, which can be viewed here https://www.wayfair.com/v/account/help/returns_and_damage.The Customer placed their order on November 2, 2016, for the [redacted] - 5 Piece Bed Skirt and Headboard/Footboard Bracket which was delivered on November 4, 2016. That same day the customer called us due to a misunderstanding as to what is included with the product. They had expected the full bed frame, but this order was just for the bracket kit and a bed skirt. Per our return policy, clearance products are not eligible for a return. In the rare event there is a reason for our customer's dissatisfaction, 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 are willing to step even further outside of our return policy as a one-time courtesy to provide a full refund for this item. The refund will be issued to the customer in the form of Store Credit once the item is returned. The Store Credit will be available through the customer’s Wayfair account. We reached out to the customer to further apologize and offer assistance with their return. If the customer has any additional questions, they may contact [redacted], 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.The customer placed her order for the Charlton Home - Elvaston Upholstered Panel Bed on August 18, 2016, which shipped from our warehouse in Kentucky and was delivered on August 22, 2016. On...

September 12, 2016 the customer notified us that the Charlton Home Panel Bed she ordered has bed bugs. Quality Control is very important to us and have confirmed with our warehouse that no additional cases have been reported. We understand the customer's situation and have advised the customer to contact an exterminator right away to remove the pests and have requested the exterminator's report determining the source of the infestation to help us continue our investigations. We reached out to the customer to further apologize for the trouble and we are awaiting the outcome of the exterminator's report. 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

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].. 
There are 3 components to a contract and we had a valid contract. Wayfair gave an offer for the sectional at a price of $1090. I accepted that offer for $1090 and to satisfy the consideration component, a successful financial transaction was completed. I took extra steps by contacting Wayfair prior to placing my order to ensure the advertising was correct to avoid this exact situation. The sales representative processed my order. As a result of your company's negligence the contract was breached. In order to remedy this unfair and unconscionable action, it is only approppriate that I be made whole by Wayfair's original offer of $1090 for the sectional.  
Regards,
[redacted]

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order.  We have issued the customer a full refund of $201.58.The customer placed her order for the [redacted] - 19" Coral Frond Decor and the [redacted], Inc. - Tortoise Figurine on October 14, 2015 and...

notified us on October 21, 2015 that she wished to return the merchandise. 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.  Regrettably, we experienced a technical glitch and as a result the customer was not issued her refund in a timely manner. We have reached out to the customer to further apologize and have stepped outside our return policy by waiving the return shipping costs to issue the customer a full refund of $201.58. The customer can expect this refund to process to her [redacted] Account in 1-3 business days. If the customer has any additional questions, she may contact [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 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 confirmed as lost in transit by our freight...

department on September 12, 2017. We initiated a dock search to find the lost merchandise and agree the delay with the customer's order is unacceptable. A replacement was ordered for the customer on September 12th and was stated to have arrived to the delivery agent on or before September 19,2017. We are currently working with the delivery agent to get the replacement scheduled for delivery to the customer.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, Wayfair.com

To [redacted]:Let me provide you with a time line of events. You may have not been aware of everything your agents have been telling me. And if you don't believe me, please look in my records, because they claim to put them. But everything from Wayfair's end has been a lie. So please read thru this because you are very quick to hear only Wayfair's side. I ordered my items the first week of April 2017.The week of April 17th, I get a call for delivery. The first option they provided is a Wednesday. Because like many others, I say I work. So they offer 5/6. I ask for a window time and I am told someone will call me back with a window time. No one ever does. Due to various reasons of more issues than help, I escalated the problem, since not one of your Wayfair agents could help.4/28 - I have an email FROM [redacted] saying that she has reached out to the freight department to request the first priority delivery on 5/6. They will get back to me shortly. She will also be out of the office all next week and someone will be happy to help if I call the number.Last week - I call the number on 5/3 trying to find a window time. The lady I spoke to (I am stupid for not getting a name) word for word told me to call the carrier and they would give me the information. I specifically asked "will I have any trouble from them getting this? She replied with "no they are aware of your situation." I call [redacted] transport, and when I told them what she said they said "we don't do that, she lied to you." Great.I call back and speak with [redacted]. Now I am furious. I tell [redacted] what I want. Demand it. First priority. After a few minutes, she tells me a window time is given 24 hours in advance. Then, changes it to say "I will get a call in the afternoon with the window time." Getting a call in the afternoon is not 24 hours before delivery. Just a heads up. [redacted] also lets me know that she will be out of the office on Friday.I receive a voice message on 5/5 saying my delivery will occur between 11am-3pm on Saturday. That is not first priority. I call back and speak to [redacted], He says that he will do everything he can to fix it. I ask him to call me within an hour and confirm this information. In 58 minutes, he calls me to tell me the above. I ask for a manager and he is the only manager. Right.In the mean time, [redacted] sends me an email and says "there is nothing we can do about this even if you call." I write her back and tell her never to reach out to me again. I am not sure how you think [redacted] agents reaching out to me is going to help the situation. But that's the Wayfair agents. Brilliant, I tell you. Brilliant. [redacted] emails me later and says he will again be there to help, but that he is out on Saturday. I've noticed a pattern. One person helps you, then they are out the next day. Is this normal in your company? You say you can help and then just disappear? You try to act like you all care and then make someone else deal with it? In response to your message below: 1) You stated window times are provided within 24 hours in advance. Why was I contacted at 2pm on Friday? That is not 24 hours in advance.2) Not ONE person told me it was based on where I was located. However, I was told about 10 times, oh it depends when the schedule is made.3) You even stated that your agents would try to get me an earlier time. At what point was one of your agents going to go out of there way to be like "look I contacted, what happened?" Instead, every single agent said no sorry, nothing we can do without an explanation.4) I still want to understand why after I talked to one person, they are conveniently out of the office the next day. Happened to the three people I spoke with.5) I want to know why YOUR agent clearly lied to me. And that's what [redacted] told me. She told me to call them and I did and that they would give me a window time. That was a lie. This is how you treat your customers?6) You were very quick to charge my card and then say that oh we did you a favor and gave me a measily 10% refund. Despite all the issues that I went thru, not ONE apology was provided. Not one.7) You say you have tried to reach out to me countless times to apologize? I see not one voice message from Wayfair. You all were quick to leave messages before and now, not one. How do I know if this is valid? I've been lied to once before. Why not do it again? I have zero desire to ever speak to any of Wayfair again. And with plenty of websites out there that actually care for the customers and would like feedback, explain to me why Wayfair will do anything to redeem their customers? You don't and instead, you encourage your representatives to have the most basic interaction with your customers. The ones that keep your company in business. You can't help and you want to keep claiming you've apologized when not one person has made a bit of effort and only reads based on what's told to them on their computer screens? Then, enjoy my money. And I will make sure reviews are written everywhere I can to warn other customers so they were not treated the way that I was.Not one apology was provided. Not one. Again, your agents lied to you. What they do best apparently at Wayfair.

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order. Wayfair offers a one year warranty on most of our products. During this time, we are happy to order replacements parts or units, or offer a full refund for damaged or defective items. In an effort...

to rectify the issues the customer has experienced, we fully refunded their order in the amount of $292.55 on December 18th, 2017. We are also looking into the reported issues on our end and taking the appropriate steps to review and investigate this product to ensure it meets our quality assurance standards.We reached out to the customer to further apologize for the trouble. 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. 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 Mercury Row - Albali Reversible Chaise...

Sectional. The customer placed his order for the Albali Reversible Chaise Sectional on 8/12/2016. At the time of purchase, we provided him with an estimated ship date of 8/15/16, but due to unforeseen delays we notified the customer of a back order on 8/16/16. The customer contacted us on 8/24/16 to request a return. 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 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 have 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] at [redacted]. We hope this information is helpful in resolving the complaint.Kind Regards,Wayfair

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 fully refunded the customer for the [redacted] - Arm Chair, QTY 2. The customer placed her order for the arm chairs on September 27, 2015. At...

the time of purchase, we provided her with an estimated ship date of October 13, 2015. The customer contacted us on October 7, 2015 informing us she needed the item sooner and we strived to get the chairs to the customer as soon as possible.Regrettably, we were unsuccessful in getting the item to the customer. We have reached out to the customer to further apologize for the frustration and informed her we issued a full refund and provided a coupon code for 15% off a future purchased.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

To Whom It May Concern, We apologize for the inconvenience the customer experienced with her order. We unfortunately encountered a pricing error with the [redacted] - [redacted] Sofa, 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. We reached out to the customer to apologize and offered a discount off a future purchase. If the customers have 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 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 Living Room Collection by [redacted] Upholstery. The...

customer placed her order for the Living Room Collection by [redacted] Upholstery on November 22, 2015. At the time of purchase, we provided her with an estimated ship date of December 15, 2015. The customer contacted us on November 30 to request that her order be cancelled. Unfortunately, at that time, the customer’s order had already entered the shipping process 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. Regrettably the customer was given conflicting information as to why the order could not be cancelled, which we agree is unacceptable.We have reached out to the customer to further apologize and we have stepped outside our return policy by waiving the return shipping costs to issue the customer 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 satisfy my issues and/or concerns in reference to complaint #12135722. 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 this misinformation on our site. The customer’s order has been cancelled and his pending charge of $234.99 has been voided.Regrettably, we encountered a pricing error with the Lark Manor - Right Hand Facing...

Sectional, 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)“ (http://www.wayfair.com/customerservice/general_info.php#terms).We reached out to the customer to apologize and offered to work with the customer on a discount. 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

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 insists that the shipping charge was visible.  Unfortunately for me, I did not see it.  Had I seen it, I would not have ordered.  My confirmation e-mail had the merchandise charge of $121.98 in 30+ font, and the shipping charge in 10 point font wa-a-a-a-a-a-y at the end of the e-mail on the second page when printed.  And I did not check my e-mail in time to cancel the order so I am stuck.  The company is obviously not acknowledging their deceptive practices although they have modified the webpage for ordering so that the shipping options are now very clearly delineated.  And not acknowledging that they LIE in their advertising.  Free?!?! HAH.  When honest and ethical companies like [redacted] market free shipping, it is FREE to HAWAII.  And [redacted] runs specials that include free shipping, it is FREE to HAWAII.  Not only are their national TV ads giving false information as their shipping is not free, their TARGETED mailing to my home address in Hawaii (catalog and [redacted] mailer) states "free".  LIES, and MORE LIES.  I was e-mailing [redacted] and asked to be referred to someone else in the company as we were at an impasse.  Her response was to send the charge to collections!  The bill is paid, we are done.  I am warning everybody that I know that catalog/web shop that while the ordering section is now clear, Wayfair's customer service is NOT customer friendly and that the company does not accept any responsibility when problems occur.  They really do NOT deserve an A+ rating.   
Regards,
[redacted]

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 lost in transit and agree the delay with the...

customer's order is unacceptable. The customer's [redacted] 5 Piece Seating Group has been replaced and the expected delivery date is 8/1/17. We reached out to the customer to further apologize and applied a discount to the order due to the inconvenience. 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, [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]