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 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 sincerely apologize for the trouble the customer experienced with his order. When purchasing with Wayfair using a credit card, Wayfair does not charge the card until the order has shipped. When there are multiple products associated with the order, the...

payment/authorizations can be split up according to when the items ship so as to avoid charging the customer for items that they may not receive for an extended amount of time.The customer placed his order for 6 separate items on October 13, 2017, at which time, a pending authorization was put on his card for the full amount of $894.89. On October 16, 2017, the $894.89 was voided out and two separate pending authorizations were put on his credit card for $135.59 and $759.30. At this time the full payment has not been processed for this order, rather Wayfair has settled the charge for $135.59 and has not yet settled the pending authorization for the $759.30.We have reached out to the customer to further apologize for any confusion that this may have caused. If the customer has any further 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 sincerely apologize for the trouble the customer experienced with her order. The customer’s order has been cancelled and her pending charge of $37.98  has been voided.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 [redacted] Navy Area Rug, the item was listed with the incorrect price for that size rug. We sincerely apologize for any inconvenience our error caused to the customer and have updated our listing to accurately show the correct price.  We reached out to the customer to apologize and offered a discount off a future purchase. 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,[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]

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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
 
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with this order. In an effort to resolve the situation, we have reached out to the customer to confirm the delivery of the order.The customer placed this order for the Curvo Arm Chair on March 25, 2016....

Regrettably, there was an unexpected backorder, which pushed the shipment of the chair from March 29, 2016 to June 29, 2016. The customer notified us on June 30, 2016, after receiving the shipping notification, that he would be out of town during the estimated delivery of July 6, 2016. We understand the customer’s situation and attempted to have the chairs held at the local FedEx office for when the customer returned.  Unfortunately, the chairs could not be held and were delivered on July 6, 2016. We have reached out to further apologize and are awaiting confirmation from the customer on the delivery. 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,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 and offered a return for a full refund for the Franklin Sofa by [redacted] Upholstery. 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.  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, 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. In an effort to rectify the situation, we fully refunded the customer $322.19 on September 28, 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. On September 28, 2017, the customer contacted us regarding their delivery service. We recognize that our customer was unhappy with the provided service and requested a return. As our Delivery Agent had provided the services requested, we provided shipping estimates as per our return policy. The customer requested time to inspect the item and contacted us September 28, 2017 to notify us of damage. We have since received additional details and provided a full refund for the damaged item.We reached out to the customer's husband to further apologize for the trouble. If the customer has any additional questions, they may contact [redacted], Revdex.com liaison at ###-###-####. 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 February 12th for a set of six [redacted] Upholstered Dining Chairs. Unfortunately, we experienced an unexpected backorder on the item and pushed the shipping date from February...

15th to March 13th. 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 updated 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.We have reached out to the customer to come to a resolution. If the customer has any questions or concerns they can reach out to [redacted] at [redacted]. Kind regards, Wayfair.com

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with his order. In an effort to rectify the situation we have provided the customer a significant discount to keep.The customer placed his order for the [redacted] on April 23, 2016. Regrettably, we...

experienced a listing error and the sectional was listed as Genuine Leather when it is in fact Bonded Leather. We truly regret when these infrequent errors occur and are making all efforts to avoid a similar situation from happening in the future. We have updated our listing to show the correct details.We reached out to the customer to apologize and processed a discount off this order for the misinformation. 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.Kind Regards,Wayfair.com

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her orders. In an effort to rectify the situation, we fully refunded the customer for any previous order issues that have been reported.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 have assisted the customer with all of her reported order issues and concerns. The customer has not contacted us for any service issues or assistance on this particular order.We reached out to the customer to further apologize for the trouble. If the customer has any additional questions, she 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. In an effort to resolve the situation, we have provided a full refund and a discount on a future order. We offer many items in our clearance center (previously purchased and returned...

merchandise) at a large discount. We sincerely apologize for any inconvenience this customer suffered due receiving an incorrect item. Unfortunately, we did not have any other clearance inventory in stock for this curio cabinet and our new inventory is out of stock and unable to be sold with the clearance discount. We have reached out to further apologize and have provided a full refund. We have offered alternative curio cabinets at an additional discount and provided a gift card for her troubles. 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 our customer experienced with her order. In an effort to rectify the situation, we have shipped the vanity without the mirror and applied a discount.Regrettably, the 72" Double Sink Bathroom Vanity Set with Mirror was unexpectedly delayed. We...

sincerely apologize for any inconvenience and have updated the out of stock status on the item. 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.Upon further investigation it was discovered that the mirror portion of the 72" Double Sink Bathroom Vanity Set with Mirror was out of stock. To avoid further delays, the mirror was removed from the customer’s order and a discount provided instead. We reached out to the customer to further apologize and we will continue to monitor the customer’s order to ensure a successful delivery as their order shipped on 6/21/16. 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. In an effort to rectify this situation, we provided the customer with a courtesy discount of $240.00. The customer placed his order for the Best Quality Furniture - Upholstered Panel Bed,...

Classic Brands - Plush Mattress, and Wayfair Sleep Standard Box Spring on November 03, 2016 in the amount of $920.85. Due to address change to a state where we do not charge tax, the total was reduced to $845.79. Our billing system typically sends through an authorization to the customer's card at the time of order so the purchase is pending, and then settles the charge when all items have shipped. For this order, our system attempted to settle the charge on November 3rd and again on November 10th once the last item shipped, however the charge was unsuccessful. The system automatically attempted the charge again on November 15th, at which point the charge did go through and was posted to the customer's account. The customer provided documentation showing there are no duplicate charges from Wayfair. However, there were other purchases the customer made with other companies that contributed to the customer's account going into the negative.We reached out to the customer to further apologize for the trouble. 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,Wayfair

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with his order. The customer's order has been cancelled and his pending charge of $754.90 has been voided.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 his order for the [redacted] Side Chair, the item was listed with the incorrect quantity for the price. We sincerely apologize for any inconvenience our error caused to the customer and have updated our listing to accurately show the correct quantity at that price. We have reached out to the customer to further apologize. If the customer has any further 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 stepped outside of our return policy and refund the customer in full for the Tanya Dining Table and chairs. 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 further apologize and have stepped outside of our return policy by waiving the return shipping. 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 caused to the customer. The customer placed his order on  July 8th for the [redacted] Pool Water Pad. Unfortunately, we experienced an unexpected backorder on the item. 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 representative was working with the customer to ensure the delivery of his item. The customer’s order was shipped on August 13th and was delivered on August 18th . The customer’s package may be tracked on [redacted] using the following tracking number: [redacted]. 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

To Whom It May Concern, We sincerely apologize for the inconvenience the customer experienced with their order. The customer placed their order for [redacted] Leather Sectional on June 5th, 2017. The customer contacted us on June 29th to notify us that their delivery arrived and was missing a...

part of the sectional. We then ordered the customer a replacement part to be shipped. Unfortunately, the replacement hardware pack that was sent did not contain the needed pieces. 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. At this time, we have ordered a new set of the bolts needed which will ship on or before July 14th, 2017.If the customer has any additional questions they 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 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. Wayfair did step up and get a solution for this. They are a "stand-up" company.
Regards,
[redacted]