Wayfair, LLC

To Whom It May Concern,We sincerely apologize for the inconvenience caused to the customer.The customer placed their order on 11/4/17 for the bathroom fixtures. Unfortunately, we experienced an unexpected delay that pushed the delivery date from 11/8/17 to 11/9/17. 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 has reached out to apologize for the delay and ensure that the customer has received their entire order. The customer's order was shipped on 11/6/17 and delivered on 11/9/17 with [redacted] tracking number: [redacted].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 the customer experienced with his order. Unfortunately, we experienced a technical error that caused a delay in the customer's refund from posting back to his account. To rectify this error we have processed a full refund back to the...

customer. We truly regret when these infrequent errors occur, and we have reached out to the customer to further apologize for the issues he has experienced.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

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order. We stepped outside of our return policy as a onetime courtesy and issued a gift card to refund her for the cost of choosing to return the Hammary - Vincent Coffee Table using her own shipping method.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 reached out to the customer to further apologize and offer assistance with her return. 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]

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with his order.The customer placed his order for the [redacted] Electric Fireplace on 10/19/2017. The fireplace was, regrettably, delivered with damaged parts on 10/24/2017.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 a replacement due the damaged sustained in transit. It is scheduled to be delivered by 11/06/2017.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 and delivered without damage. We reached out to the customer to further apologize for the trouble. 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 apologize for the inconvenience the customer experienced with her order. In an effort to rectify the situation, we ordered a replacement faucet on 4/26/20216. 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 April 21, 2016 the customer notified us that the 32" x 19" [redacted] he ordered and received was damaged and the faucet was leaking. We promptly ordered a replacement faucet, which was delivered on April 28, 2016. We understand the customer's situation and agree additional effort should have been taken to expedite the replacement. Regrettably, a second replacement faucet was needed due to a defect issue with the original replacement. This new replacement is estimated to be delivered May 5, 2016. We reached out to the customer to further apologize for the trouble. 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 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 apologize for the inconvenience the customer experienced with her order. In an effort to rectify the situation, we have placed a new order for a brand new sectional at a significant discount. We handle 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 December 19, 2015 the customer notified us that the Zach Reversible Chaise Sectional arrived in two different colors. Regrettably, the defect issue was not properly addressed as the sectional was ordered from our Clearance Return Center and replacement parts were mistakenly ordered. We are unable to offer replacements for items purchased from our Clearance Return Center as they are sold at a significantly discounted rate due to being merchandise that was previously sold and returned.We understand the customer’s situation and assisted the customer in ordering brand new sectional at a discounted price. This new order shipped on 1/7/2016 and is currently at our local delivery agent pending delivery. Unfortunately, our delivery agent has notified us that the dust cover underneath the sectional is damaged. We have notified the customer of this damaged and offered for furniture technician to come to her home to restore the damage dust cover to showroom quality.We reached out to the customer to further apologize for the trouble. 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 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 inconvenience the customer experienced with her order. The customer's order has been cancelled and they have been fully refunded. We unfortunately encountered a listing error with the sectional, it was set up for the chaise only, and as a result the customer's order was cancelled. 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 we offered to provide the customer the [redacted] Leather Sectional at a reduced price. 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

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

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order.  In order to rectify the situation, we have waived the return shipping costs and provided a full refund for the return of the Zora Arm Chairs.The customer placed her order for the Zora Arm Chair...

(qty. 4) on 10/11/2015. On 11/12/15 the customer reported that one of the chairs had a defect in the upholstery and we provided a full refund to resolve the matter. On 11/16/2015 the customer requested to return the other 3 chairs and due to the previous issue we asked the customer to inspect the other 3 chairs for any issues before proceeding with the return.  On 12/15/15 the customer let us know the 3 chairs were in good condition and still wished to return them. The customer was informed that the chairs were now outside our 30 day return policy we were unable to accept the return. On 12/17/2015 the customer was informed the we would step outside the return policy by accepting the return for store credit. Although our agents were following our return policy we have the ability to make exceptions when isolated incidents such as this occur and regret this exception was not made for the customer sooner given the history of the order. We have reached out to the customer to further apologize and provided a return for a full refund. 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 their order.The customer ordered the [redacted] Home - [redacted] Computer Desk with Hutch on September 18, 2017. The customer contacted us on October 7, 2017 to report receiving the item with a different brand...

name.Wayfair's exclusive brands help our customers to shop cohesive looks and styles in a user friendly way. We work with many suppliers and manufacturers to create products for our exclusive brand, which is why the names are different. Though items may arrive in the manufacturer packaging, it is the same product that was displayed on our website. We work with a large number of high quality manufacturers to source products for our brands.We have been in communication with this customer and are working to help them with their purchase. In order to rectify this, we have reached out to the customer and offered a discount on their order.If the customer has any additional questions or concerns 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 apologize for the inconvenience the customer experienced with her order.  Due to the order being delayed we have refund the customer in full for the [redacted] Leatherette Loveseat. Since the [redacted] Leatherette Loveseat was well past its date for delivery we have rerouted...

the shipment and have issued a full refund back to the customers [redacted] account. We work hard with our delivery carriers to receive accurate estimates on dates for delivery. Unfortunately, in this case, the order was severely delayed. We reached out to the customer to further apologize and offer assistance with her return. 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 any confusion and inconvenience the customer has experienced with her order. The 10 Light Angel Treetop and Sequined Floral Christmas Tree Skirt with Venetian-Style Ruffle Trim were cancelled from the customer’s order and the pending charge of...

$115.94 was reversed.When an order is placed with us using a credit card we do not charge the credit card until all items on the order have shipped. The customer placed her order on November 12, 2015 for eight items for the total cost of $428.38. On November 13, 2015 the 10 Light Angel Treetop and Sequined Floral Christmas Tree Skirt with Venetian-Style Ruffle Trim were cancelled from the customer’s order at her request. We had not settled the order total $428.38 as not all items had shipped, when the two items were cancelled from the customer’s order we settled a charge of $312.44 instead of the original total $428.38. We have no desire to mislead our customers and sincerely apologize for any confusion regarding the pending and settled charges.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 the 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 ordered a replacement and expedited the shipping and delivery.The customer placed her order for the [redacted] by [redacted] Framed Graphic Art on 12/11/2016. At the time of purchase, we provided her with an estimated ship date of 12/13/2016. The customer contacted us on 12/21/2016 to request information on the order and found it had been returned by [redacted] due to damage while in transit. The packages were delivered 12/24/2016 via [redacted] tracking #[redacted]. Customer emailed in confirming the packages were received. A return was set up for the additional item that was sent and the customer emailed in 12/28/2016 informing the return was complete on their end.If the customer has any further questions or concerns, she may contact [redacted], Revdex.com Liaison 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]. 
 
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 refunded the customer the $159.90 shipping charge. Regrettably, there are exceptions where we are unable to offer free shipping on some of our...

items. While the commercial does state that big items ship free, it also states ‘ships free on orders over $49 some restrictions apply’. It is never our intention to mislead our customers and in order to prevent similar occurrences in the future we have provided this feedback to our advertising team. We reached out to the customer to further apologize and as a gesture of our heartfelt apologies we have refunded the shipping charge to the customer. 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 are very sorry for the trouble the customer experienced on her order.  As requested by the customer on 10/15/2016, her order for [redacted] - [redacted] Small Oval Dining Table was cancelled and all pending charges have been fully reversed.We work hard to provide accurate shipping and delivery estimates and we sincerely apologize when an item is backordered without prior notice. On 8/17/2016 the customer was notified by email that her order for the Small Oval Dining Table was placed on a backorder for several weeks. She contacted us on 10/15 and requested cancellation for this order. We have pulled our listing to make the appropriate corrections. We have no desire to mislead our customers and regret when these rare errors occur.  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 reached out to the customer to further apologize for the trouble and provided her with a gift card towards her next purchase. If the customer has any additional questions or concerns she may contact [redacted], at ###-###-####. We hope this information is helpful in resolving the complaint.Best 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]