Wayfair, LLC

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order. The customer placed her order for the Wayfair Sleep - Wayfair Sleep Standard Box Spring and Wayfair Sleep - Wayfair Sleep 12" Memory Foam Mattress on September 12, 2016. On September 15 the...

customer notified us that the mattress and box spring she ordered and received has some minor damage. Based on the photos the customer provided, the damage was determined to be negligible and the customer was asked to return the items before a refund will be processed. According to our records and the return tracking, she has not returned the items.We reached out to the customer to further assist with this issue and she informed us that she had donated or disposed of the items. No refund will be issued at this time unless customer can provide documentation of donation. 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

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

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]

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 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

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 still have not received the refund they said they were returning to my account. My bank has no record or indication of a deposit or reversal. They still owe me 1660.49. My Wayfair account still says pending. Nobody returns our calls or emails. They pass me on to other people who then ignore me.
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with her order. On December 26, 2015 the customer placed their ordered for two file cabinets to be delivered to an address in Hawaii. Due to the shipping address being in Hawaii, the shipping charges totaled...

to $620.99.We provide our customers the opportunity to review their purchase throughout the entire checkout process prior to submitting their order. This includes the items ordered and all charges; item(s) total, tax, and shipping charges. We also send an order confirmation email shortly after the order is submitted for our customers to review.On December 30, 2015 we sent the customer an email with tracking information to inform her that the items had shipped. On January 10, 2016 our customer chatted into our service team requesting to cancel the order. Unfortunately, at that the time, the customer’s order has already shipped and once an order is shipped, we are unable to cancel it. If a customer is no longer interested in the item, they are welcome to return the item with in our 30 day return policy and would be responsible for return shipping costs.Due to a credit card dispute the customer filed with her credit card company the shipping charges of $620.99 were not paid to us. On April 12, 2016 a formal Request for Payment letter was sent to the customer through the United States Postal Service to the customer’s billing address on file to request payment. Unfortunately, as the customer did not pay within the allotted time, we sent the order to a collection agency. The outstanding balance will need to be paid through the agency directly.  We have reached out to the customer to inform her of our policies and clarify on the ordering process. 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

I accept.  However, the only item not commented on is the repeated attempts to contact Wayfair for an update.  Phone calls, emails, stats order (online request tool).  None of these were responded to.  I sat for quite sometime not knowing the status or if my order would be fulfilled, replaced, or refunded.  I will agree to close the claim as long as this information is passed along.  This could have been much less stressful if ANY requests were responded to.  Being ignored is not an acceptable way to treat a customer missing their shipment.  I would hope you would make efforts with other customers that might be similarly situated. 
Regards,
[redacted]

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 sincerely apologize for the trouble the customer experienced with her order. The customer’s order for the 2 bathroom vanity lights has been cancelled and a full refund of $45.90 back 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 her order for the Minka Lavery - 3 Light Vanity Light, the item was listed with the incorrect price. We sincerely apologize for any inconvenience this error has caused to the customer and have updated our listing to accurately show the correct price.  In regards to the orders for the ceiling light, ceiling trims, and dining chairs we offer many items in our clearance center. The items listed in our clearance center are previously purchased and returned merchandise that we offer at a large discount. Due to the nature of our clearance center,  we have very limited stock of each product. Regrettably, we were unable to fulfill a few of these items due to inventory inaccuracies. We are working with our engineering teams to prevent similar inventory occurrences from happening in the future.In an effort to rectify the situation we have offered her a 50% discount on the Minka Lavery - 3 Light Vanity Light, provided a full refund for the cancelled clearance return items, and provided an additional discount for the damage to the clearance return chairs.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

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

To Whom It May Concern, We sincerely apologize for the inconvenience the customer experienced. The customer will receive a full refund through the filed credit card dispute. The customer placed his order on 8/06/2015 for the [redacted] - Avon Park Mirror. On 8/27/15 the customer’s order was mistakenly marked as delivered, when in fact it had not been. We completely agree that this error and the lack of communication is unacceptable and we are working to prevent similar occurrences from happening in the future. The customer had requested to pick the mirror up from our carrier’s terminal and we provided the address in an email on 9/11/15. Regrettably, the customer did not receive our message in time for him to pick the mirror up on 9/12/15 and informed us he no longer wanted to pick up the merchandise. The customer will receive a full refund through the filed credit card dispute. In order to help expedite the refund process, we have accepted the dispute as this notifies the customer’s credit card institution that we agree a full refund of $209.99 is due to the customer. It is now upon the bank’s discretion as to when the credit is released to the customer. A member of our Customer Advocacy team, who works closely with our CEO and VP's, has reached out to further apologize and provided the customer with a $25 Gift Card.  If the customer has any further questions or concerns, he may contact [redacted] at [redacted]. We hope this additional information is helpful in resolving the 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 inconvenience the customer experienced with her order. On January 12th, the customer placed an order for the [redacted] Futon. Unfortunately, the product was mislisted, which caused the order to pull into our system as a purchase for the [redacted]...

Convertible Chair instead of the futon. 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 return for a full refund on the chair. We have also helped the customer place a new order for the correct futon. We provided a discount on the new order as an apology for the trouble caused. 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

To Whom It May Concern, We sincerely apologize for the inconvenience the customer experienced with her order. We advertise a 2 for 1 special for the covers that accompany the Cape Cod 7 Piece Deep Seating Group; “with the purchase of this patio set the customer will receive 2 sets of...

cushion covers if they order a color other than Beige. All sets will come with Beige covers on the cushions.”The customer placed her order for Cape Cod 7 Piece Deep Seating Group in Beige on February 04, 2016. The customer notified us on February 19, 2016 that her seating group arrived missing the set of covers in Wheat. Regrettably, since the seating group was ordered in beige we did not have any record of the Wheat cover set. We sincerely apologize for the any confusion this special deal has caused. We have reached out to further apologize and have ordered the customer the second set of covers in Wheat fabric. 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

To Whom It May Concern,We are very sorry for the trouble the customer experienced on their order. As requested by the customer on 12/15/17, the order for 3 [redacted] Ceiling Fans was rerouted and returned and a full refund was issued back to the customer's original payment method on 12/16/17.We...

work hard to provide accurate shipping and delivery estimates and we sincerely apologize when an item's delivery is delayed without prior notice and agree that this is not acceptable.We reached out to the customer to further apologize for the trouble and offered to reorder the fans with the correct down rods at a discount. If the customer has any additional questions or concerns they may contact [redacted] at ###-###-####. 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].. 
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. As I stated before, the returning costs should be on Wayfair but not on us, because this returning occurs due to the quality of their products, not due to our interests.
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].. 
The [redacted] delivery man was just here this morning and he confirmed that he did deliver 1 box (mattress) on I believe 7/10 and 1 other box on 7/14 (bed). The problem remains that I am being charged for 3 boxes. I am being charged for 2 beds and 1 mattress. Please advise.Thank you,[redacted]
Regards,
[redacted]

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 offered reimbursement for a local company to mount the ledge to the mirror.The customer placed his order for the 36" Single Bathroom Vanity Set...

on April 2, 2015. The vanity set was pictured with the ledge already mounted to show the versatility of the mirror. Regrettably, the ledge does not come with pre-drilled holes and is a part of the installation process. We have no desire to mislead our customers and have updated our listing to accurately show that the ledge is pre-mounted to the mirror. We have reached out to further apologize and have offered reimbursement for a local company to install the ledge to the mirror. 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