Wayfair, LLC

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 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 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

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]

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 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 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 the customer experienced with her order. We stepped outside of our return policy and refunded the customer in full for the [redacted] Furniture - [redacted] Storage Platform Bed.The customer placed her order for the [redacted] Furniture -...

[redacted] Storage Platform Bed on 11/17/2016. The customer contacted us on 12/8/2016 stating the item was too large to fit down her hallway at which time we explained our return policy and process. We always strive to show all of the dimensions we have on a product, so that deliveries will go without any issues. To ensure items are secure through shipment, the extra packaging will be larger than the product itself. Unfortunately, due to the size of the packaging, this particular item was unable to fit into the customer's home. We are proud to offer our customer’s a 30 day return policy. Per our return policy, round trip 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 for these issues and informed her we issued a full refund. If she has any further questions or concerns, she can reach out to [redacted]. at [redacted]We hope this information is helpful in resolving the complaint.Thank you,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]. on July 27, I contacted way fair because they continued to advertise the stopped pillows. [redacted] said " yes those are the pillows you will receive" . Deceitful compan practices. 
Regards,
[redacted]

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 sincerely apologize for the inconvenience the customer experienced with his order. In an effort to rectify the situation we provided a $300 discount so the customer could locate the missing hardware a local hardware store.The customer placed his order for the Dwell...

Studio Mid Century Bunk Bed and Trundle on October 12, 2015 and contacted us on November 4, 2015 to notify us that his delivery arrived with the incorrect assembly instructions and missing hardware. The customer was able to locate the correct assembly instructions online and we ordered the customer a replacement hardware pack. On November 18, 2015 the customer notified us that he received the replacement hardware pack, but it was missing the specific parts he need to fully assembly the bunk beds. The Dwell Studio Mid Century Bunk Bed and Trundle is still available on our site as full complete units are in stock. However, regrettably, the replacement parts are out of stock until mid-January.  We sincerely apologize for any confusion this may have caused and agree the delay with the replacement parts is unacceptable.We have reach out to further apologize and are pulling the parts from a new product. We will be sending the customer the tracking information for his replacement parts as soon as the warehouse advises that the parts have shipped. If the customer has any additional questions 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 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. In an effort to rectify the situation, we fully refunded the customer $119.99 on May 19, 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 May 18, 2017, the customer notified us that the back of the bar stool was not as tall as he thought. As we list the measurements of the item online and the customer stated this item was assembled, he was advised that we were unable to return this item since it was assembled. Regrettably, the damage to the item was not mentioned. We do have a 30-day window to report such incidents. We understand the customer's situation and agree we should have certainly refunded the customer in this instance. We reached out to the customer to further apologize for the trouble. 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

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. 
[If you are rejecting the business's response please enter your rejection comments here.]apparently, this is not a new complaint for Wayfair. I have seen other complaints that Wayfair issues quotes and does not uphold to the quotes on wayfairs part and they claim it was a pricing error. Wayfair needs to do a better job of price checking before listing items, if they have no intentions of keeping a quote that they issue because they claim it was incorrectly priced. I would have never wasted my money ordering 1 carton of this flooring, to see if we liked it before ordering a large quantity, had I known that Wayfair was not going to uphold to their quote, that I was told would be good for 30 days.  Wayfair is a large company and they should be responsible for doing a better job. I understand, errors get made, but being the large company that Wayfair is, they should not continuously make the consumer suffer. And, as I said in my original complaint, had I not called Wayfair with a question, I would have never found out any of this information about cancelling my quote. They did not call, email or try to contact me in any way. And the lady said in her response that they took a loss on the carton they sent to me, and had to decide if they were going to send it. Why didn't they contact me then, and tell me there was a big price change or error on the tile I ordered, they should have seen there was a quote on the flooring in place. I may have declined the 1 carton and asked for a refund prior to shipping because of the price difference. Communication is the key and Wayfair needs to do a much better job at communicating and not secretly doing things without the consumer being aware of it. 
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].
There was NO "large" discount offered for future purchases as referenced in the business's reply.  There was no discount offered period.  This is completely not true, but also does not surprise me.  I was offered to purchase the item I ordered (that was mis-advertised) for additional $500, which is a repetitive special price for this item at other retailers.  After all the trouble I have been thru with Wayfair, why would I want to pay the "usual" price?  I can buy this item from [redacted] or similar merchant.  Also, Wayfair did not discover the issue until I reached out to them, which was well beyond the promised shipping date range.  Very disappointed.  Not a reputable company, and others should really be aware of it.  Businesses make mistakes, but customers should not be the ones paying for them.Additionally, previous business response provided a link to the "user agreement" referencing the fact that Wayfair can cancel any order and adjust any price at any time.  The link is not working, and I am not surprised.  ?
Regards,
[redacted]

To Whom It May Concern, We sincerely apologize for the inconvenience caused to the customer. In an effort to rectify our error we have ordered a replacement for the customer, refunded the shipping charge, and discounted the order 15%.  The customer placed his order on 7/18/2015 for...

the Coast to Coast Imports [redacted]. Unfortunately, we experienced an unexpected transit issue and as a result we were unable to locate the item or determine its condition  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. On 7/30 it was brought to our attention that the packaging on the item was damaged but the product looked intact. We asked the customer if they’d like to accept delivery and inspect the product in the event that only the packaging was damaged and the customer agreed. However, as the freight changed hands between carriers during this time we were unable locate the item and as a result unable to deliver the sideboard.  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, [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]. Please add your rejection comments below. The response asserts the incorrect listing has been removed from partner websites.  [redacted] search for the product "[redacted]" that I ordered shows multiple wayfair associated partners still have the incorrect listing with incorrect photo, weight, and dimensions and no reference to the length of wire on the spool.  Wayfair seemed to think I ordered product ID "ZIPCORD-250-18W", but that wasn't my order.  Product listings for ZIPCORD-250-18W and similar have been corrected with more accurate shipping weights and removed misleading package dimensions across multiple websites since I notified them.  Multiple listings from Wayfair still have unrepresentative photos representing full spools of larger sizes.  I acknowledge their progress improving listing descriptions, but they are still misrepresenting and trying to sell the product that I ordered [redacted].Additionally, their response makes no acknowledgement of the unreasonable amount of effort (past and ongoing) to get Wayfair to understand their mistakes and fix misleading marketing and poor service.  No customer should be asked to pay return shipping when a wrong product is shipped and/or producted description was blatantly misrepresentative.  They should acknowledge their customer service violated standards and how the are resolving that problem.A refund and persistent unfair marketing is not compensation for my wasted time, my effort to help, my attempt to stop unfair service practices, or the lack of wire I ordered to connect my light display.
 
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. 
 Although they have refunded the money to my account, this does not resolve the issue that I ordered the sofa, it was cancelled, the pricing was discussed, and then received and emails a few days later saying the pricing was resolved and I could order the couch.  So I did! And then said the same thing.  I cancelled my furniture and now have company coming and cannot accommodate.  I want them to honor the couch at the price it was listed.  It was sent out in their sale letter, and I received a letter that it was resolved, which I have, so I reordered.  They should have to honor their pricing
Regards,
[redacted]

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]