Wayfair, LLC

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 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 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 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

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 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

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. 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 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,  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 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 sincerely apologize for the inconvenience the customer experienced with her order. The customer placed her order for [redacted] Toddler Tent Bed on September 3rd. The customer contacted us on September 16th to notify us that her delivery was damaged in...

transit. We promptly ordered the customer a replacement unit to be shipped. Unfortunately, there was a miss ship by the supplier which resulted in the customer receiving an empty box. We sincerely apologize for the trouble caused and agree the delay with the order is unacceptable. A customer service specialist has been working with the customer to resolve the complaint. We confirmed with Walmart the refund was pushed through to the customer on October 24th ID: [redacted] and ID: [redacted]. Unfortunately we are not able to refund the customer more then their order total. If the customer has any additional questions she may contact [redacted], at ###-###-####. 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.  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 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]

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 should not be forced to keep products from a company that has provided some of the worst customer service I have ever experienced in my LIFE. A thirty day time frame, especially for furniture that the buyer has to assemble themselves, is not reasonable.  There was NO WAY I could have assembled that bed in 30 days. Now, the company is trying to tell me my damage is from "wear & tear". Tell me, how can furniture that isn't usable in any way going to get damaged from "wear & tear". I didn't even take the stuff out of the packaging until April.  This people from this company lie, ignore their customers, and focus more on "winning" than ACTUAL customer service.  As I stated in my original complaint, I want a full refund.
Regards,
[redacted]

To Whom It May Concern, We apologize for the inconvenience the customer experienced with her order.  In an effort to rectify our error, we offered to provide the customer a discount off of the correct price of the [redacted] Ivory Area Rug. We unfortunately encountered a pricing error with the [redacted] Ivory Area Rug, and thus 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 offered a discount off a future purchase. 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 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 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