Wayfair

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 the [redacted] 6 Piece Fire Pit Seating Group with Cushion at a discounted price.We unfortunately encountered a pricing error...

with the customer's original order for the [redacted] 10 Piece Seating Group with Cushion, and as a result the customer's original 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 when the error was first discovered and offered a discount off a future purchase. If the customer has any additional questions or concerns she may contact [redacted], at ###-###-####. 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].
 
Regards,
[redacted]

To Whom It May Concern,We apologize for the inconvenience the customer experienced with their order. We stepped outside of our return policy and will refund the customer in full for the Loveseat once confirmed back at our warehouse.We are proud to offer our customer's a thirty-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 they would be responsible for return shipping costs. In the rare event, if 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 assist with his 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,[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].  All my items were all "open box" items and were 70% off.  I was given 50% off.  The credit card used for this purchase should receive an additional $60.00.  Thank you.
 
Regards,
[redacted]

To Whom It May Concern,We apologize for the inconvenience this order has caused our customer. The customer submitted her order for two [redacted] Home - [redacted] Nightstands on December 4, 2016. We strive to ensure that all orders are successfully filled and delivered to the satisfaction of...

our customers. Regrettably, the customer’s original order was lost in transit as of December 15, 2016 and as a result the customer submitted a dispute with her credit card processor. We shipped a replacement for this order and the customer confirmed receipt of the replacement items on January 20, 2016. Although the customer thought the dispute had been closed, while working with the credit card company we found that the dispute did remain open and was decided in the customer's favor as of March 31, 2017. The funds were reversed back to the customer during this time and as such, Wayfair has not received payment for these items.We reached out to the customer to further apologize and will continue to provide assistance with her order. To date, we have not received sufficient documentation that the credit card dispute was closed and payment is still outstanding for this order. 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 sincerely apologize for the trouble the customer experienced with her order. Wayfair partners with top brands and suppliers to offer our customers the highest quality merchandise at the best possible price and we do not price match to other retailers. The strength of...

our partnerships allows us to bring our customers incredible deals on a wide variety of premium goods for the home.We sincerely apologize for any inconvenience the customer experienced and applied discount on the nightstands due to the circumstances of her order. 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,[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 have asked a medic to contact them in regards to the damage. He has set up a time 10/08 to repair the damage. 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, medics, or offer a full refund for damaged or defective items. On July 26, 2016 the customer notified us that the Lark Manor - Ellington TV Stand they ordered and received was damaged. We ordered a replacement that same day. The item shipped July 27 and was delivered on August 17th. The customer reported damage and we set up a medic to come out to the location to fix the damage. If the customer is not happy with the technician repairs, we will be happy to further assist them. 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 sincerely apologize for the inconvenience the customer has been experiencing with his order.  The customer placed an order  for two of our HGTV lamps with LED bulbs. We sell the lamp as a kit with the light bulbs. This customer chose the LED bulbs which added an...

additional $28 per lamp. On November 24th the customer looked at our product listing and saw that there was no charge for the LED bulbs on our site. The customer has requested a return of the item, which we can certainly arrange instead. We strive to keep our prices competitive and as a result our prices do fluctuate on our site. While we do not have a price match policy, we are be happy to apply the refund of $56 per the customer’s request as a one-time courtesy. We have reached out to further apologize and are waiting on confirmation with the customer if they would prefer the discount or to proceed with the return.  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 trouble the consumer experienced while shopping with us.Unfortunately, a promotion intended exclusively for first time Trade (designers/interior decorators/business) customers placing large orders...

was leaked to a vast audience of consumers. Due to an internal error on our end, orders that did not meet the specific promotion qualifications were initially accepted but later flagged as invalid and cancelled in our system. The customer's order #[redacted] has been cancelled and since the order total was $0.00, no further refund is necessary.We sincerely apologize for any inconvenience related to this matter. We hope this information is helpful in resolving the complaint. Thank you,[redacted]Wayfair.com

Revdex.com:Wayfair has expressed that they went "outside their return policy" to return my money. However, their description was incomplete and the picture of the product was photo-edited and misleading. They went so far as to change the product's listing on their website (I have written confirmation of this from their representative) , but their customer service representative would not grant me free return shipping.I should not have had to go this far to get this company to do the right thing. I find the wording in their reply slightly condescending, as their misleading information should not be my loss.However, now they have returned my money and granted me free shipping. Therefore, slightly disgusted by their response, I accept this resolution (action) but not the written response, as no company policy can contain verbiage that allows for misleading customers to gain profit or force them to keep a product due to the return cost, if the product received was not what the customer believes they are purchasing, based on the provided information from the company!This company's response was worded with a seeming intention that they were doing me a favor! I was the one who wasted my personal time fighting their negligence on principle!
Regards, [redacted]

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order. We have reviewed our return shipping information and refunded the customer in full for the [redacted] 7 Piece Reversible Comforter Set. 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 with the exception that if they return via their own method a full refund is provided. Regrettably, the return was not addressed properly when the customer spoke with our service department. We understand the customer's situation and sincerely apologize for any inconvenience the error caused the customer.We reached out to the customer to further apologize and offer assistance with her return. 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

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. Supervisor [redacted] was very helpful for the entire process.  Please thank her for her assistance in resolving this matter.
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with their order. In an effort to rectify the situation we have ordered a replacement sectional which is estimated to ship on 9/6/2017 and have provided a discount for the trouble.We handle standard returns,...

defects, and damage issues within 30 days of delivery. During this time, we are happy to order replacement parts or units, or offer a full refund for damaged or defective items. On 8/12/2017 the customer notified us that the [redacted] Home Co - [redacted] Sectional she ordered and received was defective as the nail-head trim was different colors. At this time we attempted to get a furniture artisan to replace or repair the nail-head trim. On 8/15/2017 we ordered a replacement sectional for the customer which does take 2-3 weeks to ship from our warehouse. We sincerely apologize for the trouble caused and regret when these rare errors or defects occur.We have reached out to the customer to further apologize and will continue to assist the customer with her order. 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]. Please add your rejection comments below. 
 
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. I am very impressed that the business turned a negative experience into a positive one.
Regards,
[redacted]

To Whom It May Concern,We apologize for the inconvenience the customer experienced with his order. Unfortunately, we experienced a technical error that caused a delay in the customer's refund from posting back to his account. To rectify this error we have processed a full refund back to the...

customer. We truly regret when these infrequent errors occur, and we have reached out to the customer to further apologize for the issues he has experienced.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,[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 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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. 
 
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 the [redacted] Bedroom Set on January 22. The customer contacted us on February 9th to notify us that the headboard was damaged. We promptly ordered...

the customer a replacement part to be shipped. Unfortunately, the replacment piece that was ordered was lost in transit, and another replacement was ordered. 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 have confirmed with our delivery partner that the delivery to the customer has been scheduled.If the customer has any additional questions 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 sincerely apologize for the inconvenience the customer experienced with his order. In order to rectify the situation we have ordered the customer a replacement Wall Panel with Food Swivel Panel.The customer placed an order for the Ultimate Expanded Metal Yard Kennel...

on November 24, 2015. The customer contacted us on December 23, 2015 to notify us that the delivery arrived and was missing a wall panel with a food swivel. 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 reached out to further apologize and have ordered the replacement part. In addition, we will wait to collect payment for the Ultimate Expanded Metal Yard Kennel once the replacement part has been delivered. If the customer has any additional questions he may contact [redacted] at [redacted]. We hope this information is helpful in resolving the complaint.Kind Regards,Wayfair.com