Wayfair, LLC

To Whom It May Concern,We apologize for the inconvenience the customer experienced with his order.  We stepped outside of our return policy and will be refunding the customer in full for the [redacted] Furniture - Element Platform Bed. 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.  The customer placed his order on 7/1/2015. At the time the order was placed, we provided the customer with an expected delivery date of 7/31. On 7/18 the customer contacted our service team to inform us that they would not be able to accept delivery after 7/22. Unfortunately, due to the order shipping with a Large Parcel Carrier we were unable to expedite the shipping and meet the customer’s deadline.  We reached out to the customer to further apologize and offer assistance with his return. If the customer has any additional questions, he may contact J[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.   
I did not accept, agree with or
consent to any such terms and conditions knowingly. The site didn’t prompt me
to accept any terms of use during or after I purchased my items.  Also I was offered a 20% discount for my inconvenience
not 15%. How will the 20% discount be administered unto me and will I have at
least another 45 days to make another purchase because I am now out of town?
  
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience caused to the customer. The customer placed their order on 11/28/2016 for the [redacted]® - [redacted] Reclining Sectional. The item shipped on 11/30/2016. Unfortunately, the customer received the incorrect sectional...

portion. We attempted to resolve the issue however the customer requested a full refund. At this time, we requested that the customer hold the order for two weeks in case we needed to retrieve the product. We attempted to contact the customer via email between 2/17/2017 and 2/24/2017 as well as set up a pick up return to retrieve the product, but the pick up was refused by the customer. As the product had not been returned, the customer was re-billed for the product.We reached out to the customer to further apologize and arrange the return of the item. The return was confirmed at our warehouse on 3/30/2017 and the customer's refund will be processed within 3-5 business days.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,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 $187.26 on May 19, 2016. On May 15, 2016 the customer requested to return the merchandise through our self-service ‘My...

Account’ online feature. They selected to return it via their own method, in which we process a full refund but the customer is responsible for the return shipping out of pocket.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. Regrettably, the defect issue was not properly addressed as we had not been notified that the print received was not how it appeared in our product listing until the after the customer had already paid return shipping costs out of pocket and returned the item.We understand the customer's situation and agree that they should not have had to paid return shipping costs for the incorrect merchandise. Unfortunately, we are unable to issue a refund for more than what the customer originally paid.We reached out to the customer to further apologize for the trouble and have provided a gift card to use towards a future purchase. 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 resolve the situation, we have placed a new order for the [redacted] Furniture - 24" Bar Stools.The customer placed his order for the [redacted] Furniture - 24" Bar Stool on June 26,...

2016. The items listed in our clearance center are previously purchased and returned merchandise that we offer at a large discount. Unfortunately, we were unable to fulfill the customer’s order with clearance stock and as a result we cancelled the order as we are unable to provide new inventory at the clearance pricing.We have reached out to further apologize and have placed a new order for the [redacted] Furniture - 24" Bar Stools. 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 sincerely apologize for the inconvenience caused to the customer.The customer placed their order on May 18, 2017 for the 30" Free-standing Electric Range. The customer contacted us on July 1, 2017 stating they received the incorrect item. As a result, a replacement was...

ordered. The customer refused delivery of the replacement on July 20, 2017 due to the item being the same item that was originally delivered. Unfortunately, we incorrectly listed the 30" Free-standing Electric Range. 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 have provided a discount on a different item. If the customer has any additional questions, they 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]. 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]

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

To Whom It May Concern, We sincerely apologize for the inconvenience the customer experienced with her order. The customer placed her order for [redacted] on April 25, 2016. The customer contacted us on April 28 to notify us that her delivery arrived and was missing...

the crib mattress. We promptly ordered the customer a replacement mattress to be shipped. Unfortunately, this replacement mattress was lost in transit and on May 18, 2016 we ordered another replacement mattress. We sincerely apologize for the trouble caused and agree that the delay with the order is unacceptable. We reached out to further apologize and have confirmed the replacement mattress was delivered on May 20, 2016. If the customer has any additional questions 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 sincerely apologize for the trouble the customer experienced with his order. In an effort to rectify the situation we have stepped outside our policy by applying a discount to match a previous listing for the customer's order.We do our best to ensure that our products are...

listed with the correct and most up to date information. The customer purchased his upholstered bed on our Daily Sales, where we offer special pricing on certain items for a limited time. On June 11, 2016 the customer contacted us to report the item had changed in price. We explained to the customer we are unable to honor price changes on daily sales items. We do understand the customer's frustration and agree that an exception could have been made.We have reached out to the customer to further apologize and we have stepped outside our policy by applying a discount to match the previous listing price. 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,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 stepped outside of our return policy and have fully refunded the customer for the return of the Sofa Color: [redacted]
The...

customer placed her order for the Sofa Color: [redacted] on 5/16/2016. The customer requested cancellation on 5/19/2016, regrettably, the custom made sofa was already in production and once an item is in production we are unable to cancel the order. If a customer is no longer interested in an item, they are welcome to return the item and are responsible for return shipping costs per our return policy. We understand the customer’s situation and as a one-time courtesy we have waived the return shipping costs and re-directed the shipped sofa to our warehouse.We have reached out to the customer to further apologize and to assist with returning the sofa for a full refund. 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 Wayfair and have determined that the offer to replace the grill with the current model does satisfy my concern in reference to complaint #[redacted]. Although I am yet to receive the substitute [redacted] II LX E-340 LP Gas Grill as promised, I trust that Wayfair will honor their promise.I understand that by choosing to accept the business response, and Wayfair fulfills the promise as outlined above, 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 her order. The customer placed her order for [redacted] Dining Table and [redacted] Side Chair on November 20th, 2015. The customer contacted us on December 9th, 2015 to notify us that her...

delivery arrived and was missing  the hardware packs for the dining table and chairs. We promptly ordered the customer replacement hardware packs. Unfortunately, the hardware packs will not be delivered before Christmas. 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. In the hopes of getting the hardware to the customer before Christmas we have ordered additional hardware packs with expedited shipping and as an alternative we have offered to reimburse the customer if the hardware could be acquired locally. We have reached out to further apologize. If the customer has any additional questions 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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].. 
Regards,
[redacted]

To Whom It May Concern, We are very sorry for the trouble the customer experienced on their order. The customer ordered a Loveseat on December 7th, 2017 and received the item on December 14th, 2017. While the customer was unpackaging the item, they noticed a large amount of small white beads...

that caused great concern. When our customer reached out to us initially, our service team was unable to confirm what the small beads were. Our customer was deeply concerned for their safety as well as their animal's safety. In an effort to help our customer, our service team contacted the manufacturer to get clarification on the what the small beads were. We received confirmation from our manufacturer, that these small beads were non-toxic, preservative beads and would not be harmful to the customer or their animals. We had the opportunity to speak with our customer and give this information to them. In addition to confirming the information, a full refund was given for the item. Furthermore, as a gesture of kindness, we have offered to discount a future order. If the customer has any additional questions, 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. The customer’s order has been cancelled and the a refund of $66 has been issued to her [redacted] Account. 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 5-Piece Jardin Patio Dining Set, the item was listed with the incorrect price. 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 and offered alternative options, closer to the original price point. If the customers have any additional questions or concerns 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 while shopping with us. In an effort to resolve the situation we offered to provide a significant discount on a similar rug.We do our best to ensure that our products are listed with the correct and most up to...

date information. Regrettably, when the customer was interested in purchasing the rugs, they were listed with the incorrect price. 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 further apologize. While we are unable to honor the incorrect price for the rugs, we stepped outside our policies by providing the lower price for the toilet paper holder. We also offered to provide a significant discount on a similar item.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,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 the pending charge of $225.24 has been voided.We never want to mislead our customers and 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] Right Hand Facing Sectional, the item was listed with the incorrect price. We sincerely apologize for any inconvenience error and caused to the customer and have updated our listing to accurately show the correct price.  We have reached out to the customer to further apologize and in an effort to rectify the situation we help the customer place a new order at a significant discount. 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]

To Whom It May Concern,We apologize for the trouble the customer has experienced with their replacement order for the [redacted] End Table. The delivery was delayed by [redacted] due to a Winter Storm in the area impacting delivery abilities and causing a delay to all incoming shipments. At this time - The order has been confirmed as delivered on March 17th with [redacted] tracking number [redacted]. We have reached out to the customer to further apologize. 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,Wayfair.com