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].
I contacted the credit card company and the person I spoke with said to contact Wayfair not them 
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 have provided a discount to keep the damaged product.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 May 31,2017 the customer notified us that the [redacted] Infrared - 3 Person Carbon FAR Infrared Sauna she ordered and received was damaged. Regrettably, the damage issues were not addressed in a timely manner. We agree we should have certainly should have addressed this faster and are deeply sorry for the delay on the follow up to resolve the damage issues. We reached out to the customer to further apologize for the trouble and assist in resolving any issues. 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,[redacted]Wayfair.com

To Whom It May Concern,We sincerely apologize for the inconvenience caused to the customer.The customer placed her order on February 16, 2017 for the [redacted] Sofa. Unfortunately, we experienced a technical error on this order and pushed the shipping date to March 2, 2017. 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.The customer's order was shipped on March 2, 2017 and we have reached out to the customer to further apologize for the delay.If the customer has any additional questions or concerns, she may contact [redacted], Revdex.com Liaison 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 caused to the customer.The customer placed his replacement order on 11/16/2016 for [redacted] Flooring - 5" Solid Hickory Hardwood Flooring in Gold Rush due to the original order arriving with manufacturing defects. The original...

delivery estimate was for December 6, 2016. Unfortunately, we experienced an unexpected issue with our freight where we had to switch companies and pushed the delivery date from 12/6 to 12/13. 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.A customer service manager worked with our freight team to have the item delivered on Saturday, December 10th which was the soonest they could accommodate the delivery. We sincerely apologize for any inconvenience this delay caused. 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,[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].  I was given a price and my order cleared and was confirmed. If this was a mistake on your part, you should take the loss and keep the customer content as your business confirmed the order and should ship it according to the sale price. The business should not be able to retract and order once it has been placed. And then you insult me by giving me other options at 25% off that anyone who goes on your site has access to those same items and the same price?!?  I'm not happy with the reply or meager attempt by your unprofessional business practices  in trying to resolve my issue. I say again, ship my item at the price of which I was sold it ($350).
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 Three Posts - [redacted] Sofa. The customer placed...

her order for the Three Posts - [redacted] Sofa on 2/17/2017. At the time of purchase, we provided her with an estimated ship date of 3/14/2017. The customer contacted us on 2/17/2017 to request that her order be cancelled. Unfortunately, at that time, the customer's order was already in production and once an order has begun production, 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 for the return shipping. 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 their order. We stepped outside of our return policy and refund the customer in full for the [redacted] 5 Piece Counter Height Dining Set. We are proud to offer our customers a 30 day return policy. Per our...

return policy, return 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 and offer assistance with their return. 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, Wayfair.com

To Whom It May Concern,We sincerely apologize for the delay the customer has experienced on their order and any inconvenience this may have caused.   We are constantly working to provide the most up to date and accurate shipping and delivery estimates as possible for our customers upon...

placing their order. The customer ordered the [redacted] Sofa and Loveseat on October 10, 2015 and we provided a shipping estimate of November 10 along with an estimate of the order arriving to the local delivery terminal and prepared for home delivery by December 2nd. The order arrived to the local delivery terminal on November 24th  and delivery was unable to take place within the expected time-frame. 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 to further apologize for any confusion and the order currently being held at the local terminal for a future delivery date. As a gesture of our heartfelt apologies we have refunded the $49.99 shipping fee. 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

To Whom It May Concern,We are truly sorry for the inconvenience this customer has experienced with her order. In an effort to rectify the situation, we have contacted the customer to let her know that we would be happy to assist her in removing any defective chairs that are still in her possession.Typically, if we have a customer receive several defective items, we do return the items to our warehouse and inspect them further. It is uncommon for our customers to experience multiple issues, so we take these steps to understand the root cause of the issue. Because we were unable to pick the chair up from the customer within an appropriate time frame, we did advise that the customer can donate or dispose of the chair as we did not wish to further inconvenience her. It was advised that if she needed assistance in donating or disposing of the chair, that she should reach out to [redacted] for assistance. However, no further contact has been made by the customer at this time regarding the pick up. We are sorry the customer feels the pain she is in derived from a defective chair, however we do not advise or encourage customers to continue the use of any defective items.We have since reached out to the customer to further apologize for the trouble, and find out if she still needs assistance in disposing of any defective chairs. 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,[redacted]Wayfair.com

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with her order. In order to rectify the situation, we have provided the customer a full refund refund.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 32" x 48" 'San Francisco Bridge I' by Revolver Ocelot Photographic Print on Wrapped Canvas, the item was listed with the incorrect product information and price. We sincerely apologize for any inconvenience caused and have updated the listing to accurately show the correct description and price. We have reached out to the customer to further apologize and provided 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 this complaint.Kind Regards,Wayfair.com

To Whom It May Concern,We apologize for the inconvenience the customer experienced with their order. In order to rectify this issue, we have offered to send a replacement cookware set or refund the customer in full. We handle standard returns, mis-shipments, defects, and damage issues within 30...

days of delivery. In the event parts are missing or the incorrect product is shipped, we are happy to send replacement parts when available, or a full replacement item if needed. Regrettably, this situation was not properly addressed as we had not been made aware of the mis-shipment. We have no desire to mislead our customers and regret when these rare errors occur.We reached out to the customer to further apologize for the trouble and have offered to send a replacement or provide a full refund. If the customer has any additional questions, they can contact [redacted] by calling [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. 
 
Regards,
[redacted]

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....

 Unfortunately, we experienced a system error which incorrectly pictured a Lifetime-Yard Cart as a Lifetime-[redacted] Basketball System.  It is never our intention for this type of mis-match error with model numbers to occur. As soon as the error was brought to our attention, we promptly cancelled the order and issued a full refund.    A manager also followed up with the customer to offer a significant discount off the basketball system if they wanted to replace the order. 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] If the customer has any additional questions or concerns he may contact [redacted], at ###-###-####. We hope this information is helpful in resolving the complaint.Best Regards,[redacted]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, part of the customer's order was deemed lost in transit on June 19, 2017 and...

as a result a replacement unit was ordered. We had agreed to discuss compensation due to the experience we provided, and we do agree that our lack of follow up regarding that compensation is unacceptable. The customer's items have both been delivered and we have applied a discount to the order in an attempt to rectify the situation.We reached out to the customer to further apologize and to discuss compensation for this experience. 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, [redacted]Wayfair.com

To Whom it May Concern,We have reached out and apologized to this customer for the frustrating experience. We have explained to the customer that the cabinet she had ordered was a returned clearance item and was unfortunately returned incorrectly by the previous customer and the package did not have the item she had ordered inside. We explained that we did not have any more clearance inventory and the new inventory was out of stock. We have offered very similar replacements to the customer, but she was not interested in those options. We discovered today that there was another cabinet that was recently returned to our clearance center and we have ordered this for the customer. We've explained that since this is returned we are unable to offer any future replacements if the item were to come damaged or incorrect. 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

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 with Wayfair. We have reached out to the customer to apologize and gather more information to assist them appropriately.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,[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]

[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 apologize for the inconvenience the customer experienced with her order. In an effort to rectify the situation, we offered to provide the customer with a gift card for a future purchase. The customer received the Inissia Espresso Maker as a gift that was purchased from...

Wayfair.com and contacted us on 12/28/15 to exchange it for a different color. While we do not have an exchange policy, we offered to set up a return and issue the refund as a store credit. Regrettably, due to an error the return refund was process back to the gift giver’s original payment method rather than store credit. We sincerely apologize for any inconvenience our error caused the customer and working with our tech engineers to prevent similar occurrences from happening in the future.We reached out to the customer to further apologize and provided a gift card to use on a future purchase. 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 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]