Wayfair, LLC

To Whom It May Concern, We apologize for the inconvenience the customer experienced with his order. In an effort to rectify our error, we assisted the customer by placing a new order at the original cost of $71.99. His item was delivered by [redacted] on January 6th, 2016. We unfortunately...

encountered a pricing error with the Selina Gray Shag Area Rug, and as a result 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 similar situations 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)“ (http://www.wayfair.com/customerservice/general_info.php-privacy).We reached out to the customer to further apologize for the difficult experience. If the customers have any additional 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 apologize for the inconvenience the customer experienced with his order. We are proud to offer our customers a 30 day return policy. Per our return policy, shipping costs are deducted from the customer's total refund.On August 12, 2017 the customer purchased 3 of the...

Decorative Wood Elongated Toilet Seat. The items were delivered on August 16, 2017. On August 18,2017 the customer requested a return for the items. Unfortunately, the customer's refund was issued as a store credit instead of his original payment method. In an effort to rectify this error, we stepped outside our return policy to provide a full refund to the customer to his original payment method.We reached out to the customer to further apologize and offer our assistance in resolving any issues regarding the return. 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 are very sorry for the trouble the customer experienced on her order. At this time, the order for the 24 inch Built-In Dishwasher was cancelled and all charges have been fully refunded.We work hard to provide accurate shipping and delivery estimates and we sincerely...

apologize this item was not only marked as shipped in error, but also turned out to be out of stock and discontinued. We reached out to the customer to further apologize for the trouble and provided her a refund on this order, as well as a partial refund on a past order for their 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 trouble the customer experienced with her order. The customer’s order has been cancelled and her pending charge of $441.87 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 [redacted] 4" x 20" Matte Floor Tile in [redacted], the item was listed with the incorrect price. We sincerely apologize for any inconvenience the error may have caused the customer and have updated our listing to accurately show the correct price.  We have reached out to the customer to further apologize and to offer alternative tile options at a discounted price. 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

To Whom It May Concern: We apologize for the trouble our mutual customer has experienced with their order.The customer placed their order on November 22nd and an email was sent to them on November 23rd advising there was an issue processing their order stating the billing address didn't match...

what was on file with the card issuing bank. It is certainly frustrating if the customer did not see this email as soon as it was sent causing further delay to their order shipping and being delivered.An order specialist has been working directly with this customer and at this time the billing address has been corrected and the order is processing as expected. The majority of the items have already shipped and been delivered and the rest are preparing for shipment. If the customer has any further questions or concerns, they may contact [redacted], Revdex.com Liaison at ###-###-####. We hope this information is helpful in resolving the 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. I would like to note, however, that the business's response made it sound like they tried what they could to resolve the issue in a timely manner, which was not the case at all. We had to follow up with Wayfair every day. We did not request the pieces originally to assemble ourselves; we requested it be fixed immediately to the point that after 3 weeks we finally said just give us the pieces so we could do it ourselves. After several promised re-delivery dates and cancellations, they finally arrived and left the couch in pieces and told us they never assemble couches, a service that Wayfair customers are paying for, without knowing they're paying someone local to assemble who has zero experience doing it. Very unacceptable. There's nothing further I can do with this matter now, we put the couch together ourselves and they've lost many customers, my family and friends all know about our troubles and have said they'll never use them now.  It would do them well to not point fingers at the other company they are paying to deliver/assemble and do whatever they can to make it right immediately, otherwise they'd still have a customer. 
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with their order. We stepped outside of our return policy and refunded the customer in full for the [redacted]™ - Lynwood Loveseat [redacted]® Cushions. On 9/24/2017, the customer notified us she had received...

the delivery of the Lynwood Loveseat [redacted] Cushions and wished to set up a return. The customer believed she would receive 4 sets of cushions and not the 2 back and 2 bottom cushions she received. We are proud to offer our customer’s a 30 day return policy. Per our return policy, shipping costs are deducted from the customer’s total refund. However, some items are non-returnable and are stated on the product page or during checkout.  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 for a full refund. If the customer has any additional questions, she may contact [redacted], Revdex.com liaison at ###-###-####.  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 her order on 03/12/2017 for the [redacted] - Model H Platform Bed Frame. Unfortunately, we experienced an unexpected backorder on the item and pushed the shipping date from 3/15 to...

3/29. 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.The customer's order was shipped on 03/29/2017 and is estimate to be delivered on or before 3/21/17. The customer's package may be tracked on [redacted]
If the customer has any additional questions or concerns, she may contact [redacted], Revdex.com Liaison 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 has experienced with his order. We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers. The customer's order was delivered on November 3, 2016; regrettably, he reported...

to us that his boxes arrived completely empty. We contacted [redacted] to find the lost merchandise and agree the delay with the customer's order is unacceptable. The customer's refund for his order in the amount of $367.97 was processed on November 8, 2016, and he will be able to see his credit on his original payment method three to five business days after the refund was processed.We reached out to the customer to further apologize and provided him with a 15% off promotional code to use on future order. If the customer has any additional questions he may contact [redacted], at ###-###-####. 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 our error, we offered to provide the customer heavy discounts on other rugs that are similar to the [redacted] Living - [redacted] Ivory Area Rug. We regrettably encountered a pricing error with the [redacted] Living - [redacted] Ivory Area Rug, and as a result 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. As mentioned, 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)" (http://www.wayfair.com/customerservice/general_info.php-privacy).We have reached out to the customer to further apologize. If the customer has any additional questions or concerns she may contact [redacted], at ###-###-#### as he will remain the point of contact. 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 03/20/2017 for the [redacted] - [redacted] Slate Counter Side Chair and Kitchen Island With Wood Top. The items shipped on 03/21/2017. Unfortunately, we experienced an unexpected shipping and delivery delay on the item and pushed the delivery date from 04/06/2017 to later this month and will be scheduled with the customer once it arrives at the local carriers. 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 manager has been working with the customer to ensure the delivery of their item. The item is estimated to arrive to the local delivery agent on 04/24/2017 and the delivery will be scheduled with the customer once the item has been inspected.If the customer has any additional questions or concerns, they may contact [redacted] at [redacted]. We hope this information is helpful in resolving the 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 contacted my bank once again today to review this matter. -On December 6, 2016, the charge in the amount of $1,089.90 was posted to my charge card.   I did not receive the items as has been indicated when I placed the order, so I filed a dispute. -December 13, 2016 The charge card company applied a "conditional credit for dispute" on my statement and took the funds back from the merchant's bank. -March 16, 2017 the credit was reversed and charged back to me and the merchant bank was given the funds. The merchant was then responsible for completing paperwork with their bank to retrieve the funds. My card company says that to date the merchant has not taken the funds. I made payment in full with my March statement payment.  My bank is telling me is a very common business practiceThe merchant has not completed the necessary paperwork which my bank is telling me is a very common business practice  -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] - Sleigh Bed on June 25, 2016. The customer contacted us on July 21, 2016 to notify us that her delivery arrived and was missing a...

part of the bed. We promptly ordered the customer a replacement part to be shipped. Unfortunately, there was a delay with shipping the missing parts. We sincerely apologize for the trouble caused and agree the delay with the order is unacceptable. We have reached out to further apologize for the delay and are working to ship the missing parts to the customer. 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]. . 
I was offered a ten percent discount which is hardly enough to to make up for the major inconvenience you have caused. I was never told my order was cancelled due to pricing errors. The first I heard of it was a week go via email. I was originally told my order was cancelled because it was out of stock. Seems like you are trying to get over. I don't see how you are still in business.]
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 $2,000 on May 20th, 2016. 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 19th, 2016 the customer notified us that the [redacted] and nightstands she ordered and received were damaged. Regrettably, the resolution for the damage issue was not properly addressed. In an effort to resolve this matter, we offered to place an order for the matching [redacted] Dresser and Chest at a significant discount. Unfortunately, upon placing this order we mistakenly placed it at no cost instead of the agreed upon $2,800 and the customer received an automatic email notification.  We canceled the order as we were unable to fulfill the order at no cost. We sincerely apologize for the inconvenience and confusion and have taken steps to prevent a similar occurrence from happening in the future.We reached out to the customer to further apologize for the trouble and due to our error we have replaced the order at the lowered price point of $1,500. 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 would like to apologize for the confusion and the frustration that the customer has experienced with this order. Wayfair never wants our customers to experience these kind of billing issues and ideally payment would always be collected at the time of purchase. We...

understand it's the holiday season and we're happy to accommodate our customers on a case by case basis. Although we normally would require payment in full we've decided to make an exception for this specific customer. We have reached out to the customer to work out a plan to resolve this issue which involves spreading the payments out over several months. We are working directly with the customer on a solution that will best suit their needs. If the customer has any additional questions or concerns, they may contact [redacted] at ###-###-####. We hope this information is helpful in resolving the complaint. Kind Regards, [redacted] Wayfair.com

To Whom It May Concern, We apologize for the inconvenience the customer experienced with their 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 [redacted] Upholstered Platform Bed and...

Wayfair Sleep 8" Memory Foam Mattress. The customer placed their order for the Platform Bed and Memory Foam Mattress on 7/7/2017. At the time of purchase, we provided them with an estimated same day ship date of 7/7/2017. The customer contacted us later on 7/7/2017 to request that the order be cancelled. Unfortunately, at that time, the customer's order had already been picked and packed on the truck for shipment and once an order is packed to be shipped, we are unable to cancel it. 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.We have reached out to the customer to further apologize for the frustration caused, and informed them as a courtesy we will be issuing a full refund once the items are returned. If the customer has any further questions or concerns, they may contact [redacted], Revdex.com Liaison at [redacted] or [redacted]. We hope this information is helpful in resolving the complaint.Kind Regards,[redacted]Wayfair.com

To Whom It May Concern, We apologize for the inconvenience the customer experienced with their order. The customer ordered the [redacted] Canopy Daybed Seating Group with Cushions on 5/4/17, which was delivered on 5/23/17. Regrettably, during delivery, the customer's outside light fixture was damaged...

by one of our delivery agents. Wayfair takes these issues very seriously and only work with licensed, insured movers should in the rare event these circumstances occur. We advised the customer in May 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 to make this right. We reached out to the customer to further apologize and to open a claim for the settlement of the repair costs. If the customer has any additional [redacted]ions, 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 sincerely apologize for any inconvenience the customer has experienced while trying to purchase on our site.Currently the item the customer is interested in is out of stock. We have no desire to mislead our customers and regret when any error or confusion like this occurs....

We have offered to step outside of our policy and extend a one time exception discounted price when the item becomes available. We will continue to work with the customer to ensure the issue is resolved. If the customer has any additional questions or concerns they may contact Lauren Roberts at ###-###-####. 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 his order. The customer ordered the Faux Leather Zero Gravity Deluxe Massage Chair that was delivered on February 16, 2016. Regrettably, during the delivery the customer's flooring was damaged. Wayfair...

takes issues such as this very seriously and only work with licensed, insured movers should in the rare event these circumstances occur. We have advised the customer to open an insurance claim with our delivery company. The customer has been working with the delivery company as well as a specialized delivery associate here at Wayfair to ensure the pending claim is settled. We will continue to work with all parties involved to ensure a resolution.We reached out to the customer to further apologize and as a gesture of our heartfelt apologies we have provided a discount on the customer's order. 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