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].
 
Regards,
[redacted]

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

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 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 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 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.  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 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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. The business has not addressed the core complaint, that they did not disclose the currency of the transaction on their checkout confirmation page, as required by [redacted] policy. If the currency was disclosed as being USD, we would not have made the purchase. Attached are two files; one shows the [redacted] rule that was violated and the other shows the checkout confirmation page, showing the currency of transaction is not disclosed.As well, we disagree that the purchase was made on AllModern. Our recollection is that we were on the Wayfair.ca website, and the payment was processed by Wayfair. Unless the business can provide evidence to back up this assertion, we cannot agree with that statement as the billng confirms our recollection that we were on Wayfair.
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with her order. The customer’s order has been cancelled and her pending charge of $31.38 has been refunded.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 on our Partner site the [redacted] - [redacted] was listed with the incorrect quantity. We sincerely apologize for any inconvenience our error caused to the customer and have updated our listing to accurately show the correct quantity.  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

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. I have not received the items yet and was going to respond when I receive them. They did say they would sell them for the advertised price...Thank you
Regards,
[redacted]

To Whom It May Concern, We apologize for the inconvenience the customer experienced with their order. The customer ordered the [redacted] 63" Accent Shelves Bookcase on January 17, 2017 which was delivered on February 11, 2017. Regrettably, during assembly, the customer's wall was punctured...

by one of our delivery agents. Wayfair takes issues such as this very seriously and only work with licensed, insured movers, should in the rare event these circumstances occur. We advised the customer in February to open an insurance claim with our delivery company. Unfortunately, the insurance claim was not resolved in a timely manner and to correct this issue, Wayfair is working with the customer directly.We reached out to the customer to further apologize and issued the customer a full refund for the item.If the customer has any additional questions, they may contact [redacted], at [redacted] We hope this information is helpful in resolving this complaint. Best Regards,[redacted]Wayfair.com

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order. The customer placed her order on October 12, 2017 for the [redacted] Coffee Table. On October 16, 2017 the customer notified us that [redacted] Coffee Table she received was damaged. In an effort to...

rectify the situation, we fully refunded the customer $414.36 on October 20, 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.  In addition to the full refund, we have offered to have the damaged table picked up from the customer's home. 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,[redacted]Wayfair.com

To Whom It May Concern,We are very sorry for the trouble the customer experienced on her order. We work hard to provide accurate shipping and delivery estimates and we sincerely apologize when an item is discontinued without prior notice. On January 16, 2018 the customer was notified by email...

that her order for the crib bedding was discontinued, and was no longer available. Her pending charge has been reversed, and credited back to her account.We reached out to the customer to further apologize for the trouble. 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 sincerely apologize for the inconvenience our customer has experienced with her order.  The customer placed her order for two separate Badger Basket sets on June 2, 2015. The customer contacted us on June 7th to notify us that the 3 Piece Nesting Square Basket Set with...

Liners arrived with stains and was discolored. One of our service representatives promptly ordered a replacement set to be shipped out. The replacement was shipped on June 18th and delivered to the customer. The customer notified us that the condition of the new basket set was also unacceptable and we refunded her in full for that item. The total product price of $51.98 was refunded to the customer. The customer then requested to be refunded for the remaining balance on her order; however, that remaining balance is for a separate basket set that has had no reported issues. We have notified the customer of this and informed her that we would be happy to waive the return shipping fee as a courtesy if she wished to return the remaining set.  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 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 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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
[I was not offered a significant discount, I was offered a measly ten percent. Wayfair is a company that prides themselves in getting over, regardless of what your policy says I was never told my order was cancelled due to pricing errors. If that had been the case I would have accepted that and moved on. Your company far to frequently make this mistake and takes advantage of the customers who support your business. What happened to the customer is always right or going above and beyond to fix an on going problem  to gain customer satisfaction. Your customer service reps are poorly trained and will say anything to get the customer off the phone now I can see why. Clearly management and department heads are only concerned about making money anyway they can. It just sad that you wil;l not own up to your faults and coorect them ]
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with our website. Wayfair's prices are subject to change on a day to day basis, any offer listed on the website is not a promise of future offers.We do our best to ensure that our products are listed with the...

correct and most up to date information, including available inventory. We sincerely apologize for any inconvenience this caused to the customer and have updated our listing to accurately show the correct and updated price. We have reached out to the customer to further apologize and offer an alternate resolution. If the customer has any further questions or concerns, she may contact [redacted], 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 the customer experienced with his order. The listing for the [redacted] - [redacted] Upholstered Bed was incorrect and was priced and sold as a set of rails. Once the error was realized we rerouted all shipments and...

provided customers with discounts on other beds. We have also offered the customer the bed at a heavily discounted price. We have no desire to mislead our customers and regret when these rare errors occur. In an effort to rectify our error, we have provided a full refund to the customer. 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 RegardsWayfair.com