Wayfair, LLC

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 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 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 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 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 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]

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 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 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 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 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

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]

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]

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,  This order was placed on April 9th and was estimated to ship by April 17th and arrive at our local delivery partner by May 3rd. This arrived with our partner [redacted] Transport earlier than expected and the customer was contacted on April 25th to schedule delivery....

Our partner had originally proposed a Wednesday delivery, but due to the customer’s work schedule we could schedule a Saturday delivery.After the delivery was scheduled, the customer immediately requested a customer service manager and demanded a Sunday delivery or a 50% refund. Our delivery agent is closed on Sundays. As a courtesy we offered the customer a refund of $215, 10 percent off plus the cost of shipping. The customer continued to escalate through the Revdex.com requesting a 50% refund. While delivery dates are scheduled in advance, the delivery window is provided to the customer 24 hours in advance as our delivery agent needs to schedule a route based on the locations of the deliveries they need to make for a particular date. This was explained to the customer by their previous Revdex.com Liaison [redacted], who worked with our freight team to accommodate this customer's schedule. [redacted] told the customer that she would make this customer's delivery a priority and had made our logistics team aware of this escalation. The delivery was scheduled on Friday May 6th for 11am-3pm on Saturday May 7th. After receiving this information the customer did not feel as though their delivery had been made a priority and demanded an earlier delivery or a full refund. We contacted [redacted] Transport on Friday afternoon to see if they were able to make an early delivery however they were unable to deliver earlier to the customer's location. Once the customer received this information she continued to escalate using strong language and personally attacking members of our customer service team, leading to one agent disconnecting the call after warning the customer they would need to end the call if this persisted. This was delivered and signed for by the customer on Saturday May 6th at 12:50 pm. We have contacted the customer several times to apologize and offer assistance, however they have declined communication with us and have stated they would communicate through Revdex.com complaint. We have offered the customer a discount of $215, 10% off the order total and the cost of shipping as an apology for any confusion with the delivery process, although this was delivered within the estimates provided to the customer at the time the order was confirmed. If the customer has any additional questions they may contact [redacted], a 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 are very sorry for the trouble the customer experienced on his order.  The order for the [redacted] AD6 Indoor Cycling Bike was cancelled on 12/29/15 and all pending charges have been fully reversed.  When an order is placed with a credit card a mark/pending...

charge is placed on the card and the balance is not settled an order has shipped.  We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers.  We sincerely apologize the Cycling bike became unexpectedly unavailable and we agree that the delay with the customer’s order is unacceptable.  We are working to prevent similar occurrences from happening in the future.We reached out to the customer to further apologize for the trouble and provided a 15% coupon toward a future purchase on Wayfair.com.   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 apologize for the inconvenience the customer experienced with her order. We are proud to offer our customer's a 30-day return policy. Per our return policy, return shipping costs are deducted from the customer's total refund. On April 28, 2016, the customer requested a...

return through her online account, and at that time selected her refund method as store credit to her Wayfair account. On May 5, 2016 we received the customer's return and processed the refund to store credit as requested. 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 as a courtesy have applied the store credit refund back to the customer's Wayfair Credit Card. 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. 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

To Whom It May Concern,We apologize for the inconvenience the customer experienced with his order. We stepped outside of our return policy and refunded the customer in full for the Clear Seeded 5" Glass Bell Pendant Shade. 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.Items must be in new condition and in the original packaging to qualify for a refund (please do not assemble or modify the product in any way). The few exceptions that cannot be returned include Clearance Items, Gift Certificates, Personalized Items, and Items Marked "Non-Returnable" (clearly indicated on the sale page before placing your order). 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 provide a full refund. 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