Wayfair

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 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. 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]. 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 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

To Whom It May Concern,We are very sorry for the trouble the customer experienced on her order. As requested by the customer on 11/02/2016, a portion of her order was cancelled. The [redacted] - [redacted] 5 Piece Dining Set and the Three Posts - [redacted] Upholstery [redacted] were successfully...

cancelled from the order and all pending charges for these 2 products have been fully reversed. The payment of $364.99 for the remaining Classic Brands - [redacted] 14" Plush Mattress was fully processed on 11/03/2016. We have reached out to the customer to further apologize for any trouble that she is still experiencing with her financial institution, and have offered to sign formal documents on her behalf to turn into her bank if needed. If the customer has any additional questions or concerns she may contact [redacted], at [redacted]617-502-7162. We hope this information is helpful in resolving this complaint.Best 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. 
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] 4" x 4" Marble Tile in Cappuccino on August 7th , 2015. The customer contacted us on August 25th to notify us that her delivery...

arrived and was missing a parts of the tile. We promptly ordered the customer new tiles ([redacted] 6" x 2" Glass Gloss Tile in Mist) to be shipped. Unfortunately, there was a delay with shipping the new tiles. Due to the delay the customer canceled the order through her account. 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 reached out to the customer and agreed upon giving them $200 in gift cards to place on their next order. 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

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].  
Wayfair is lying- they only cancelled SOME orders. They picked and choosed whose orders were honored and whose were not. Some people got refunds AND got their orders. Some got both their cancelled and reinstated orders. I want my order honored. And a 10% discount is laughable.
Regards,
[redacted]

To Whom It May Concern, We apologize for the inconvenience the customer experienced with his order. In an effort to rectify the situation, we have coordinated a deliver after 5:00pm with our delivery agent.The customer placed his order for the Ocean Club Lagoon Console Table on 3/31/16. On...

4/18/16 the customer notified us of delivery time conflicts. We promptly reached out to our delivery agent to coordinate a delivery that would work for our customer. We sincerely apologize for any inconvenience and agree that more of an effort to accommodate should have been made originally.We have reached out to the customer to further apologize for the frustration caused and accommodated a delivery for 4/26/16 after 5:00pm. If the customer has any further questions or concerns, he may contact [redacted], at [redacted]. We hope this information is helpful in resolving the complaintKind Regards,Wayfair.com

To Whom It May Concern,We sincerely apologize for any further confusion on the customer's order. The email he received had an incorrect refund amount listed.We have refunded this order in full to the customer. That refund is for $616.45 and was processed on 3.31.2017. The customer should see this full reversal on his credit card statement shortly.We apologize again for any confusion and for the issues with this order. If the customer has any additional questions or concerns as we schedule this delivery, he can reach out to our Revdex.com liaison, [redacted]. at ([redacted].Thank you,Wayfair.com

To Whom It May Concern,We sincerely apologize for the frustration the customer experienced with his account.On September 12th, 2016 the customer notified us that a fraudulent order had been placed on his account. We promptly froze the account in our system and advised the customer to contact her...

bank to report the fraudulent charge. Our customer's security is very important to us and we are continuously increasing our security measures. After speaking to the customer, we have deleted his account and removed all of his personal information from our systems.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

To Whom It May Concern,We apologize for the inconvenience the customer experienced with his order. In an effort to rectify the situation, we provided a refund in store credit to the customer to cover the cost of the items. We handle standard returns, defects, and damage issues within 30 days of...

delivery. On February 15, 2017 the customer notified us that the [redacted] Sofa, [redacted] Desk Chair, and [redacted] Arm Chair he ordered and received was defective. Regrettably, the defect issue was not properly addressed since the customer was outside our 30 day window to report such incidents. We understand the customer’s situation and agree we should have certainly stepped outside of our 30 day policy 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], 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 are very sorry for the trouble the customer experienced on her order.  As requested by the customer on 1/5/16 the we cancelled the backordered England 6 Drawer Dresser with Mirror and assisted the customer in ordering the Jackson 7 Drawer Dresser with Mirror.We work hard to provide accurate shipping and delivery estimates and we sincerely apologize when an item is backordered without prior notice.  On 12/18/15 the customer was notified by email that her replacement order for England 6 Drawer Dresser with Mirror was placed on a backorder for several weeks.  On 1/5/16 the customer decided she would rather order a different dresser and mirror and we ordered it for her and matched the price of the dresser that was backordered.  We also upgraded her delivery service to Full Service Delivery and Assembly free of charge.  We have been in regular contact with the customer since that time.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.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 further like to personally thank both the Revdex.com & Wayfair for helping to resolve this situation. Because of the excellent customer service by [redacted], I am happy to say that all has been forgiven & I will talk fondly of the service I have received here. It's much appreciated, thank you so very much!   
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. Regards,
[redacted]

To Whom It May Concern, We apologize for the inconvenience the customer experienced with his order. In an effort to rectify the situation, we stepped outside of our return policy by splitting the return shipping cost and refunded part of it in Store Credit to the customer for the return of the...

Manhattan Sofa. The customer placed his order for the Manhattan Sofa on 11/25/2015. At the time of purchase, we provided him with an estimated delivery date of 1/25/2016. The sofa arrived to our local delivery agent earlier than estimated and was scheduled to be delivered 1/11/2016. Unfortunately, due to scheduling conflicts the customer notified us on 1/19/2016 that he would like to return his order. If a customer is no longer interested in the item, or not able to accept the delivery, 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 and stepped outside our policy by splitting the return shipping costs; part was process as a refund to the original payment method while the other part was processed as store credit. If the customer has any further 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 trouble the customer experienced with her order. We do our best to communicate order information with our customers. Most of our communication is done via email. Unfortunately, when the customer placed her order, we received the incorrect...

email address for her, causing all of our communication to go to the wrong email address.  We have since corrected the email so she will receive all further order communication. We also applied a an $80 discount to the order for the confusion.We have reached out to the customer to further apologize. If the customer has any further questions or concerns, he may contact [redacted], at ###-###-####. We hope this information is helpful in resolving this complaint.Kind Regards,[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response submitted by the business, in addition to speaking with [redacted] 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]

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]