Wayfair

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, once I receive a refund in the amount of $120.93.  I rejected the shipment delivery over a week ago, and so far have not received a refund to my credit card.  I am happy with their proposed solution, but consider this claim open until I have my money back.  I need to respond on way or the other or you will close my claim, so this is my conditional response.  I don't reject it, as their solution is what I've asked for from the beginning, but I don't accept it until I have the refund.
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 have provided a discount to keep the damaged product.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 31,2017 the customer notified us that the [redacted] Infrared - 3 Person Carbon FAR Infrared Sauna she ordered and received was damaged. Regrettably, the damage issues were not addressed in a timely manner. We agree we should have certainly should have addressed this faster and are deeply sorry for the delay on the follow up to resolve the damage issues. We reached out to the customer to further apologize for the trouble and assist in resolving any issues. 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 apologize for the inconvenience the customer has experienced with her order. The customer placed her order on February 16, 2012 for the [redacted] - [redacted] Dining Set. The customer received the complete order on March 1, 2012. In July 2014, the customer contacted us...

for the first time to inform us that parts of her set were defective. We handle standard returns, defects, and damage issues within 30 days of delivery. This policy is outlined in our return policy which is accessible via the following link, [redacted] We have reached out to the manufacturer regarding their warranty program. The manufacturer offers a 1 year warranty for the table set. We have provided the customer with the manufacturer’s contact information so that she may contact them directly with any questions.  We hope this information is helpful in resolving the complaint.Kind Regards,[redacted]Wayfair.com

To Whom It May Concern,We sincerely apologize for the inconvenience the customer experienced with his order. We partner with several other large online retailers, including [redacted].com. They list our items on their website, and we provide any follow up customer service. Under [redacted]s policy,...

[redacted] Marketplace Sellers are not included in their Prime Membership Shipping.The customer placed his order for the Montpelier Swing Set on 4/12/16. At the time of purchase, we provided him with an estimated ship date of 4/18/16 and an expected at local delivery terminal by 4/26/16. The swing set arrived to our delivery terminal earlier than anticipated and on 4/22/16 the final delivery appointment was set for 4/28/16. The customer contacted us on 4/22/16 as they expected the swing set to be delivered sooner, we advised to contact our delivery terminal to reschedule the appointment if the 4/28/16 was not suitable. On 4/28/16 the customer requested to return the swing set. 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, they are welcome to return the item and would be responsible for return shipping costs.   In an effort to remedy the situation, we have reached out and offered to split the cost of the return shipping with the customer. 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 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 the pending charge of $4.96 has been reversed. Additionally, we have provided a 10% promo code towards a future order.
We sincerely apologize for any inconvenience related to this matter. If the customer has any further questions or concerns, she may contact our Customer Advocacy Team at the following email:  [redacted]. We hope this information is helpful in resolving the complaint. 
Thank you,
[redacted]

To Whom It May Concern,We sincerely apologize for the inconvenience experienced by [redacted]. In an effort to rectify the situation we are working with this [redacted] contractor and our finance team to ensure that the check he needs is re-issued. We have requested that the customer provide...

us with proof from his bank that the check we sent him was returned unpaid. We also have contacted our finance team to find out the status of his replacement check. We have reached out to the customer to further apologize for the trouble. 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 apologize for the inconvenience the customer experienced with her order. In an effort to rectify the situation, we have issued both a replacement sofa and loveseat to ensure the two pieces will match each other. 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. In the rare instance an item has any defective issues within the warranty period, we can investigate further and resolve any complaints.  In May, 2017 the customer contacted us to inform us that the replacement loveseat she had received was lighter than the matching sofa that was already in her home. Regrettably, the issue was not properly addressed and we did not take the necessary steps to ensure the issue was completely resolved. We understand the customer's situation and agree we should have followed up with her to ensure her satisfaction.We have 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 apologize for the inconvenience our customer experienced with her order. The customer placed their order for the [redacted] Rocker Recliner on April 13, 2016. Regrettably, the customer's order was not initially processed as shipping two day delivery. We upgraded the...

shipping to next day delivery, when the customer notified us that their order was estimated to be delivered later than originally expected. We strive to ensure that all orders are successfully filled and delivered to the satisfaction of our customers and sincerely apologize for any inconvenience. We reached out to the customer to further apologize and to confirm that their order shipped on the April 13, 2016 and was delivered on April 14, 2016. 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 their order.  We are proud to offer our customers 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 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 have reached out to the customer to apologize for the trouble they experienced with our service team and accepted the return back for a full refund. Once the item is returned back to us, we will be issuing the full refund on the amount of $178.00. 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 inconvenience our customer has experienced with her Wayfair order. In an effort to rectify the situation we have offered to place an order for six chairs at no additional cost to the customer.We strive for excellence on every order and work to ensure...

that we provide the most up to date and accurate information on our site for each of our products. Regrettably, we experienced a listing error that indicated that the dining table came with six chairs; however, our customer's order was priced and processed for the dining table only. We sincerely apologize for any inconvenience caused to our customer and have updated our site listing. We have reached out to the customer to further apologize for the experience and we have offered to place an order for six chairs at no additional cost to the customer. We are awaiting the customer’s confirmation on which type of chairs she would like (either side or counter).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 any inconvenience or misunderstanding that was a result of this order. The customer placed their order on 8/8/2017 for the [redacted] - [redacted] 3 Drawer Nightstand which had an estimated ship date of 8/14/2017 and estimated delivery date of...

8/21/2017. The item shipped on 8/11/2017 and was scheduled for delivery on 8/14/2017.  However, the customer requested an address change requiring us to change the delivery appointment to 8/21/2017. Wayfair's credit card billing process is to charge the card when the item has shipped. We have no desire to mislead our customers in any way and regret when these isolated incidents occur. Wayfair's prices do change on site from time to time and this is based on a variety of factors. Many products are shown with a base price and optional upgrades may cost more, but this is clearly shown when selecting this option. We apologize for any confusion this may have caused.In effort to rectify this situation we have reached out to the customer to apologize and inform them that the delivery appointment for the nightstands has been scheduled for 8/21/2017. We will also continue to work with the customer regarding the sofa they referenced. If the customer has any additional questions or concerns they 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 experienced with her order. The customer’s order was cancelled and all pending charges were reversed. 
We unfortunately encountered a pricing error on the Safavieh - Malibu Rug in Charcoal. As soon as the...

pricing error was discovered we cancelled the customer’s order, notified her of our error, and voided all pending charges. We truly regret when these infrequent errors occur and are making all efforts to avoid these occurrences from happening in the future. 
A member of our service team reached out to the customer via email to further apologize.  In an effort to rectify our error, we provide the customer with a $25.00 store credit to use towards a future purchase. 
We hope this information is helpful in resolving the complaint. If the customer has any additional questions or concerns, she may contact [email protected].  
Best Regards,
[redacted]
Wayfair.com

To Whom It May Concern,We sincerely apologize for any confusion the customer experienced with the [redacted] 100 Night Guarantee or our Mattress return policy. The customer placed her order for the [redacted] Foam Mattress on October 26, 2016. She contacted us on November 3rd stating she found it cheaper on another website and wanted us to match the price or she would return the item.We have informed the customer that Wayfair does not offer a price matching guarantee for outside retailers, nor do we honor outside retailer’s warranties. With that being said, both our warranty and the retailers, [redacted] 100 Night Guarantee, cover how satisfied the customer is with the feel or sleep experience on the mattress. However, the customer would still be responsible for the return shipping cost. As previous mentioned our policy states the following: "If you aren't satisfied with its feel then, call our mattress experts and we can exchange it for a brand new mattress within the first 30 days you have it. All it takes to get that new mattress is a $149 processing and pick-up fee. If your new mattress is more expensive than the original, we just ask that you cover the difference in price too."The [redacted]' 100-Night Money-Back Guarantee states:“If after 30 days you decide that your [redacted] mattress is not for you, you may return it for a full refund of your purchase price as long as any bonus items received with your mattress are returned in new, unopened condition. You will simply need to box the mattress for shipping and we will arrange for a curbside mattress pickup. Once we receive your mattress, a full refund of the purchase price will be refunded back to you.”  They too charge a round trip shipping fee and refund only the purchase price of the mattress.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

We sincerely apologize for the inconvenience the customer experienced on her order. The customer’s order has been cancelled and all pending charges have been reversed. The customer placed her order for the [redacted] Counter Height Dining Table on 4/22/15. Unfortunately, we experienced an error...

on our listing and incorrectly listed the table as coming with matching chairs. We have no desire to mislead our customers and regret when these rare errors occur.  A Customer Service Manager has been working with the customer to resolve the complaint. We placed a new order for a 5 piece dining set at a discount. If the customer has any questions, she may contact Customer Advocacy at [redacted]
We hope this information is helpful in resolving this complaint. Thank you, Wayfair.com

To Whom It May Concern,We apologize for the inconvenience this customer has experienced with her order. The customer placed two orders with us on February 17, 2012. One order was placed for two American Furniture Calcutta Rocking Chaise Recliners and the other order for the [redacted] Dining set. In July 2014, the customer contacted us to let us know that one of the American Furniture recliner chair’s levers was not working correctly and one of the [redacted] chairs was defective. After several correspondents, we were then told that both recliner chairs had issues. After much back and forth, we agreed as a onetime courtesy to step outside our policy and provide a full refund in the amount of $646.20 for the recliners only.  We have provided this customer with the manufacturer’s contact information as they are the warranty providers. Since the order was received in 2012, Wayfair no longer covers damage or defects that occur to an item. We handle standard returns, defects, and damage issues within 30 days of delivery. This policy is outlined in our return policy which is accessible via the following link, [redacted]  Please contact Karen Macomber at ###-###-#### with any questions. We thank you for your attention to this matter. Kind Regards,[redacted]Wayfair.com

To Whom It May Concern,We sincerely apologize for the frustration the customer experienced with her order.We do our best to ensure that our sites are listed with clear and concise information. We have offered a coupon to the customer as a token of our apologies due to any confusion between our US and Canadian sites. With this order being placed and filled from a US website we are obligated to bill in US dollars. We have advised the customer that we are not able to compensate her for the difference since the order was placed on our US site and there are additional international fees that we are not able to credit back. 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 this complaint.Kind Regards,[redacted]Wayfair.com

To Whom It May Concern, We apologize for the inconvenience the customer experienced with her order. The customer’s order has been cancelled and his pending charge of $39.02 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 Tuscany Walnut 3" x 6'' Travertine Subway Tile in Tumbled Brown, 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 reached out to the customer to further apologize and provided a gift card to use towards a future purchase. 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 sincerely apologize for the trouble the customer experienced regarding receiving our mailed promotions. To our knowledge customer's information has been removed permanently from our system. We have done our best to ensure that the customer's address has been removed...

from our system. Regrettably, the customer has still received our mailed listing and we apologize for any inconvenience our error caused to the customer and have informed our engineering team to investigate and correct this issue and ensure that all of her information has been removed permanently.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 sincerely apologize for the inconvenience caused to the customer.The customer placed his order on 11/8/2014 for the Riverside Furniture bedroom set. Unfortunately, we experienced an unexpected shipping delay on the item and pushed the delivery date from 11/19/14 to 12/4/14....

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 satisfaction and has offered a partial refund of $500 for the inconvenience. The customer has yet to confirm but as soon as he does his account will be credited.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 are very sorry for the inconvenience our customer has experienced with her Wayfair order. In an effort to rectify the situation, we have processed a return for a full refund due to our delay in delivering the lamps.On July 23, 2016, our customer requested to cancel Feather...

Design 25" H Table Lamp with Drum Shade qty. 2. Regrettably, we were unable to cancel the lamps as they were already in the shipping process. Unfortunately, there was an unforeseen delay in shipping and the lamps were not delivered until July 29, 2016. We understand the customer’s situation and agree more should have been done when the customer contacted us.In an effort to rectify our error we have provided a prepaid return label. Once the lamps are returned to our warehouse we will provide a full refund to our customer.We have reached out to the customer to further apologize for the experience. 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