Wayfair

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order. We stepped outside of our return policy and have agreed to refund the customer in full for returning the Metallic Feather Lumbar Pillow. 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.  In an effort to rectify the situation we have stepped outside our return policy by waiving the return the return shipping as a one-time courtesy. We have 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] at [redacted]. We hope this information is helpful in resolving this complaint. Kind Regards,Wayfair.com

To Whom It May Concern,We are very sorry for the trouble the customer experienced on his order. The customer has been refunded $339.92 back to his [redacted] card. The customer placed his order for three Safavieh - Arissa Adjustable Swivel Bar Stools on April 18th, 2014. The three stools were...

delivered on April 22nd via [redacted].   On September 23rd, the customer contacted our service team to request replacements for all three stools siting the items were defective. We promptly ordered the replacement units at no cost and notified that customer that the new stools were backordered. Unfortunately, on February 24th we learned that the stools were backordered with no re-stock date and cancelled the items from the customer’s order. We refunded the customer $339.92 as a store credit for the cost of the stools ($339.92) and an additional cost of $84.98 that was charged to the customer in error. We sincerely apologize for the technical issue that occurred on the customer’s order and are addressing this error.  A Customer Service Manager has been working with the customer to apply his store credit towards a different order. The store credit in the amount of $339.92 was applied to order [redacted], which was placed on 2/25/2015. In return, the customer’s [redacted] card used on that order was refunded the difference of $339.92. If the customer has any additional questions or concerns 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 have searched our database and unfortunately, we do not have any records of an order being placed through our website for the customer. We have searched for an order with the information provided through the complaint as well as reaching out to the customer via email on 12/10/2015 for other specific information. We have also reviewed all orders placed for the item in question and could not find an order that shipped to the customer. We would be happy to order a replacement unit once we can verify that an order was placed through our site. We are also happy to continue to work with the customer to try and resolve this matter. If he has any questions or concerns, he may contact [email protected]. Thank you,Wayfair

To Whom It May Concern,We are very sorry for the trouble the customer experienced on this order. We work hard to provide accurate shipping and delivery estimates and we sincerely apologize when an item is backordered without prior notice. On 12/11 the customer was notified by email that her...

order for the Three Posts - [redacted] Upholstery [redacted] Sofa was placed on a backorder for several weeks. This item is made to order and unfortunately, due to production delays, was not ready to ship by our original estimate. We are working with our manufacturer now to have this shipped as soon as possible, as well as looking into alternate warehouses or a substitute item, although we are unable to ship a large freight item to be delivered February 20. We reached out to the customer to further apologize for the trouble and provided her with an update on the backorder. 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,Wayfair

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. 
When I called to see why my order was cancelled I was told they would honor it and my order would ship. There are people on [redacted] who have had their orders cancelled and then told they would honor it and they have received their orders, so why is it you honor some but not all? That is not fair! Some people have actually got 2 of the same orders and you guys yd them to keep the second order, so how is it some people get 2 orders and others get none? I have proof of other peoples orders because they are posting the pictures. All I want is to get the order like I was told I would!!
Regards,
[redacted]

To Whom It May Concern,We are very sorry for the trouble the customer experienced on her order. In an effort to rectify the situation, we have provided a breakdown of the billing and reached out to offer a return on the items she received.The customer placed her order on June 18, 2016 in the amount...

of $297.93. The order total was settled on June 22, 2016 in two separate transactions ($286.05 ARN [redacted] and $11.88 ARN [redacted]). As a one-time exception we provide the customer a refund of $56.00 (ARN [redacted]) on June 22, 2016 to price match the items on our site. The customer informed us that the 'Desertsunset' by [redacted] Painting Print on Wrapped Canvas arrived not as described. A refund of $84.01 was issued in two separate transactions ($11.88 ARN [redacted] and $72.13 ARN [redacted]) on June 29, 2016.We reached out to the customer to further apologize for the trouble and provided her with a screen shot of her updated invoice. We have also offered to set up a return on the remaining items on her order if she was seeking a full reimbursement of her charges. 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 have reached out and apologized to this customer for the frustrating experience. We have explained to the customer that the cabinet she had ordered was a returned clearance item and was unfortunately returned incorrectly by the previous customer and the package did not have the item she had ordered inside. We explained that we did not have any more clearance inventory and the new inventory was out of stock. We have offered very similar replacements to the customer, but she was not interested in those options. We discovered today that there was another cabinet that was recently returned to our clearance center and we have ordered this for the customer. We've explained that since this is returned we are unable to offer any future replacements if the item were to come damaged or incorrect. 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. 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].
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 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] - [redacted] Panel Bedroom furniture. 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 after the order has shipped, 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 reached out to the customer to further apologize and offer follow up with the refund issued. 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 shopping on our our site. The customer’s order was cancelled prior to processing.  We unfortunately incurred a pricing error that caused multiple [redacted] items to be priced incorrectly. While the customer...

was placing her order, the pricing had automatically updated, causing the price to increase. We have no desire to mislead our customers and regret when errors occur. 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]). If the customer has any further questions or concerns, she may contact [redacted], at ###-###-####. We hope this information is helpful in resolving this complaint.

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with his order.  Unfortunately, we incorrectly listed the [redacted] - Medium-Back Adjustable Swivel Office Chair as a set of 4 chairs when it should have been priced for a single chair. 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 partial refund to the customer and removed the item from the website. If the customer has any additional questions or concerns he may contact [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 full refund and a gift card to use towards a future purchase. We have no desire to mislead our customers and do our...

best to ensure that our products are listed with the correct and most up to date information. On May 2, 2016 the customer placed his order for the Kingston Poker Table. Regrettably, we incorrectly listed the table as coming with four chairs. We sincerely apologize for any inconvenience caused to the customer and have updated our listing.   We have reached out to the customer to further apologize and to assist with returning the table for a full refund. As a gesture of our heartfelt apologies we have provided a gift card for the customer to use on a future purchase. 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

To Whom It May Concern,We sincerely apologize for the inconvenience caused to the customer.The customer placed her order on 10/3/2016 for the [redacted] - Silhouette 12" x 30.25" Wall Mounted Cabinet. Unfortunately, we experienced an unexpected backorder on the item and pushed the...

shipping date from 10/4 to 10/18. 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 her item and we had notified the her of the backorder issue. The customer's order was shipped on 10/18/2016 and was delivered on 10/20/2016. The customer's package may be tracked on [redacted] using the following tracking number: [redacted]. We notified the customer that if they would like to return the three items on their order, that we would be more than happy to set up a return for the entire order.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 sincerely apologize for the inconvenience the customer experienced with her order. In an effort to resolve the situation, we have stepped outside our 30-day policy and fully refunded the customer for the rug.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. The customer placed this order for the [redacted] -[redacted] Area Rug on January 8, 2016 and notified us on July 4, 2016 that the rug was defective. Regrettably, the issue was not properly addressed, which caused confusion surrounding the resolution. We sincerely apologize for any confusion and inconvenience and have addressed the issue with the parties involved.We have reached out to further apologize and have stepped outside our 30-day policy by providing the customer with a full refund for the rug. 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 sincerely apologize for the trouble the customer experienced with her order. The customer's order has been cancelled and her pending charge of $448.33 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 the Laguna 8 Piece Fire Pit Seating Group with Cushion, 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 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 with her order. In an effort to rectify our error, we have ordered a replacement for the missing chaise and provided a discount for the trouble.The customer placed her order for [redacted]...

Reversible Chaise Sectional on June 16, 2017 which arrived on July 12, 2017. The customer contacted us on July 19th to notify us that her delivery arrived and was missing a part of the sectional. We promptly ordered a dock search at our warehouse to find the missing package. Unfortunately, due to the search, there was a delay with ordering the missing part. We sincerely apologize for the trouble caused and agree the delay with the order is unacceptable. We have ordered a replacement Chaise which is estimated to ship on Aug. 4th. We will provide tracking information once the item leaves our warehouse.We reached out to further apologize for the trouble and will continue working with the customer. 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,[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 stepped outside of our return policy and have fully refunded the customer for the return of the [redacted] Home - [redacted] 2 Piece Reclining Living Room...

Set. The customer placed her order for the [redacted] Home - [redacted] 2 Piece Reclining Living Room Set on 12/4/2016. Regrettably, we experienced an unexpected backorder on the item and pushed the shipping date from 12/8/2016 to 12/21/2016. 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 contacted us on 12/21/2016 stating that she would not be in the country to accept the delivery and wanted to cancel the order. Unfortunately, at that time, the customer's order had already been packed on the truck for shipment and once an order is packed to be shipped, we are unable to cancel it. 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 reached out to the customer to further apologize for the frustration caused, and informed her we had the sofa rerouted back to our warehouse and will issue a full refund. If the customer has any further questions or concerns, she may contact Monique Moore, Revdex.com Liaison at [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 her order.  We have stepped outside of our return policy and are refunding the customer in full for the Serta at Home - Santa Cruz Sofa.  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.  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. The customer entered a credit card dispute on December 9th, and as a result of the dispute it may take up to 90 days for her to receive her refund of $359.10 for the Serta at Home - Santa Cruz Sofa, depending on the processing time for her bank. 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. We stepped outside of our return policy and requested the carrier return the [redacted] Writing Desk prior to delivery for a full refund to the customer upon confirmation of the re-route. 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. In the rare event there is an unforeseen delay with the delivery, 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. 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