Wayfair

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order. In an effort to rectify the situation, we scheduled the delivery of the item for 4/26 after 5PM. 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 April 29, 2016 the customer notified us that the Ocean Club Lagoon Console Table he ordered and received was damaged. Regrettably, the damage issue was not properly addressed since the customer didn't notify us of the damage until the rebuttal. We understand the customer's situation and agree we should have offered alternative solutions. The customer has reached out to a local furniture technician to fix the scratched table top. Once the customer has the item fixed and is to their satisfaction, we will reimburse them for the cost of the furniture technician.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,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] - [redacted] Sofa. The customer placed her...

order for the [redacted] - [redacted] Sofa on 2/19/2017. At the time of purchase, we provided her with an estimated ship date of 2/20/2017. The package was shipped on 2/20/2017, but regrettably there was a delay with our Delivery Agent and the delivery. The customer contacted us on 3/10/2017 to request that her order be cancelled. Unfortunately, at that time, the customer’s order had already been shipped and 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 her we issued a full refund. If the customer has any further questions or concerns, she may contact [redacted], Revdex.com Liaison 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 rectify the situation, we provided the customer a partial refund as well as ordered a replacement.The customer placed her order on May 5, 2016 for the Modrest Ophelia 2 Drawer...

Dresser. The customer contacted us on May 27, 2016 to notify us that her delivery arrived damaged and refused the item. We promptly ordered the customer a replacement. The replacement dresser has shipped and is estimated to be in the customer’s local delivery area between June 2, 2016 and June 7, 2016. We sincerely apologize for the trouble caused and agree the delay with the order is unacceptable.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,Wayfair.com

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with her orders. The customer’s orders have been cancelled and her [redacted] account has been refunded.We recognize that there was confusion with our listing due to items sold in a separate set being pictured but not...

included with this customer’s original purchase price. We truly regret when these errors occur and are making all efforts to avoid a similar situation from happening in the future.We have reached out to the customer to further apologize and have offered to assist her in re-ordering at a discount of $250 for the complete set. 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

COMPLAINT HAS BEEN RESOLVED.  THANK YOU

To Whom It May Concern, We sincerely apologize for the inconvenience the customer experienced with his order.The customer placed his order for a Chicago Cutlery Fusion 18 piece Knife Block Set on December 9th 2014. Unfortunately, the item experienced an unexpected backorder and was later...

discontinued.A customer service specialist has reached out to the customer to further apologize for the trouble and work with him towards a mutual resolution. We have offered the customer a discount off a future order. If the customer has any additional questions he may contact [redacted], at ###-###-####. We hope this information is helpful in resolving the complaint.Best Regards,Wayfair.com

[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 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 apologize for the inconvenience the customer experienced with this misinformation on our site. The customer’s order has been cancelled and his pending charge of $234.99 has been voided.Regrettably, we encountered a pricing error with the Lark Manor - Right Hand Facing...

Sectional, 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. 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#terms).We reached out to the customer to apologize and offered to work with the customer on a discount. If the customer has 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 her order.  We stepped outside of our return policy and waived the return shipping costs for the Pet Life - Performance Adjustable Dog Boots. Once the item is returned, we will be providing the customer with...

a $24.62 refund.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. Additionally, any outbound shipping costs charged at time of purchase, are non-refundable.  Our return policy is available on the product page and throughout the checkout process.  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], 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 not satisfy or resolve my issues and/or concerns in reference to complaint #[redacted]. 
As a business you should be willing to complete our order. It is not my fault you had a system error and I should not be punished for it. I did not try to take advantage of the system I had one very important item I ordered for my child's safety all I ask is you complete the order as you should. I should have not been able to complete the order in the first place if it was an issue. Please understand I'm only expecting what was purchased nothing else.
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. After speaking with [redacted] and getting a discount on the initial order The replacement items arrived even later then the ground shipping was expected to arrive so we waited even longer. I am dissatisfied but willing to close the complaint at this point.
Regards,
[redacted]

To Whom It May Concern,We sincerely apologize for the trouble the customer experienced with his order. The customer's order has been cancelled and his pending charge of $754.90 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 his order for the [redacted] Side Chair, the item was listed with the incorrect quantity for the price. We sincerely apologize for any inconvenience our error caused to the customer and have updated our listing to accurately show the correct quantity at that price. We have reached out to the customer to further apologize. 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

. 
The new offer is in no way comparable to the original offer.
Regards,

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 ordered her a replacement for the defective unit. 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. We may also have a one year warranty, depending on the item. During this time, we are happy to order replacement parts or units for any defective items. The customer placed her order for the [redacted]® - [redacted] 6 Piece Wicker Deep Seating Group with Cushions as well as an additional 5 year warranty through a third party company on 10/21/2016. This third party company covers accidental damage that occur post delivery. On May 4th, 2017 the customer notified us that the 6 Piece Seating Group she ordered and received was starting to show signs of defects. Regrettably, the defect issues were not properly addressed as there was a misunderstanding regarding the warranty coverage. We understand the customer's situation and are truly sorry for her experience with us. We have since addressed the defect issues and ordered the customer a replacement unit.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 the customer experienced with his order.  We stepped outside of our return policy and will be refunding the customer in full for the [redacted] Furniture - Element Platform Bed. 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.  The customer placed his order on 7/1/2015. At the time the order was placed, we provided the customer with an expected delivery date of 7/31. On 7/18 the customer contacted our service team to inform us that they would not be able to accept delivery after 7/22. Unfortunately, due to the order shipping with a Large Parcel Carrier we were unable to expedite the shipping and meet the customer’s deadline.  We reached out to the customer to further apologize and offer assistance with his return. If the customer has any additional questions, he may contact J[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 our error, we offered to provide the customer the [redacted] at significant discount.Regrettably, we encountered a listing error with the [redacted]...

[redacted], as a result only the base was paid for and delivered. Unfortunately, we are unable to provide the matching top at no additional cost as a result we have fully refunded the customer. We truly regret when these infrequent errors occur and are making all efforts to avoid a similar situation from happening in the future. We reached out to the customer to apologize and offered a significant discount off the item. 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 apologize for the inconvenience the customer experienced with his order. We stepped outside of our return policy and refunded the customer in full for the [redacted] 60" x 32" [redacted]. 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 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 the customer with his return. We have offered assistance to purchase a different item that will meet his needs with a courtesy discount. 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 inconvenience our customer has experienced with her order.  The customer placed her order for two separate Badger Basket sets on June 2, 2015. The customer contacted us on June 7th to notify us that the 3 Piece Nesting Square Basket Set with...

Liners arrived with stains and was discolored. One of our service representatives promptly ordered a replacement set to be shipped out. The replacement was shipped on June 18th and delivered to the customer. The customer notified us that the condition of the new basket set was also unacceptable and we refunded her in full for that item. The total product price of $51.98 was refunded to the customer. The customer then requested to be refunded for the remaining balance on her order; however, that remaining balance is for a separate basket set that has had no reported issues. We have notified the customer of this and informed her that we would be happy to waive the return shipping fee as a courtesy if she wished to return the remaining set.  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,[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]. Wayfair did accept responsibility for the comforter melting in the dryer, but is not willing to take care of the damage to the dryer.  Obviously they are going to refund me back for the scorched / burnt comforter (pictures attached), as this was the fault of the manufacture for putting in plastic polly fill as a filler in the comforter.  The distributer, as well, was made aware of this hazard, and continues to sell this product on their website.I feel that Wayfair can step up to the plate on this one. 
Regards,
[redacted]

To Whom It May Concern,
 
We sincerely apologize for the trouble the consumer experienced while shopping on our website.
 
The customer's order has been cancelled and the pending charge of $5.84 has been reversed. Additionally, we have provided a 10% promo code towards a future order....


 
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 which did not meet the specific promotion qualifications were initially accepted but later cancelled in our system.   Because of the overwhelming usage of this invalid code, we are unable to honor the original order.
 
Furthermore, per our order acceptance policy "Wayfair reserves the right, without prior notification, to limit the order quantity on any item and/or to refuse service to any customer. Verification of information may be required prior to the acceptance of an order. Prices and availability of products on the Sites are subject to change without notice. Errors will be corrected when discovered and Wayfair reserves the right to revoke any stated offer and to correct any error, inaccuracy, or omission (including after an order has been submitted)."
 
It is never our intention to mislead our customers and we apologize for the inconvenience this has caused.  If the customer has any further questions or concerns, they may contact our Customer Advocacy Team at the following email:  [email protected].  We hope this information is helpful in resolving the complaint.
 
Thank you,
 
[redacted]
Wayfair.com