Wayfair

To Whom It May Concern,We are very sorry for the inconvenience our customer has experienced with his Wayfair order. The customer's item has shipped and will be delivered on August 22, 2016.We strive for excellence on every order and work to ensure that we provide the most accurate and up to date...

information regarding each of our products. On July 23, 2016 our customer ordered a Single-Wall with Horizontal Termination Vent Kit which we had listed as being able to ship out on August 12, 2016. Regrettably, we experienced an unexpected delay with the stock of the item and updated our shipping estimate to November. We understand the customer’s situation and agree the delay is unacceptable.We have reached out to the customer to further apologize for the experience and have confirmed with our warehouse that stock arrived sooner than anticipated and the customer’s order shipped on August 19, 2016 via [redacted] Tracking [redacted]. 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 her order. In an effort to rectify the situation, we fully refunded the customer $187.26 on May 19, 2016. On May 15, 2016 the customer requested to return the merchandise through our self-service ‘My...

Account’ online feature. They selected to return it via their own method, in which we process a full refund but the customer is responsible for the return shipping out of pocket.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. Regrettably, the defect issue was not properly addressed as we had not been notified that the print received was not how it appeared in our product listing until the after the customer had already paid return shipping costs out of pocket and returned the item.We understand the customer's situation and agree that they should not have had to paid return shipping costs for the incorrect merchandise. Unfortunately, we are unable to issue a refund for more than what the customer originally paid.We reached out to the customer to further apologize for the trouble and have provided a gift card to use towards a future purchase. 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].
I contacted the credit card company and the person I spoke with said to contact Wayfair not them 
Regards,
[redacted]

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. 
We attempted to cancel the customer's order #[redacted]but part of the order has shipped out with UPS under tracking number:[redacted].  We are making an exception and allowing the crayons to be delivered; it was delivered on 9/23.  The second part of the order, the sandbox, has been cancelled and their PayPal account has been credited in the amount of $3.99. 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:  [email protected]. We hope this information is helpful in resolving the complaint. 
Thank you,
[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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. i appreciate the partial discount that I requested and received but until I receive the item, this should remain an open concern and issue  I was advised a new table was ordered while they look for my table but since their have lost it twice and another order once, I have major concerns with the operation of their delivery agent since we are now 0/3 during the last two months  
Regards,
[redacted]

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 offered reimbursement for a local company to mount the ledge to the mirror.The customer placed his order for the 36" Single Bathroom Vanity Set...

on April 2, 2015. The vanity set was pictured with the ledge already mounted to show the versatility of the mirror. Regrettably, the ledge does not come with pre-drilled holes and is a part of the installation process. We have no desire to mislead our customers and have updated our listing to accurately show that the ledge is pre-mounted to the mirror. We have reached out to further apologize and have offered reimbursement for a local company to install the ledge to the mirror. 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 the customer has been experiencing with his order. The customer placed an order for the Tyler 4-in-1 Convertible 5 Piece Crib Set with Twin/Full Size Bed Conversion Kit on February 15, 2016 on our website. Regrettably, the...

customer received an e-mail offering 10% off their first order after being referred by a friend in error as that particular promotion had already ended. We sincerely apologize for the inconvenience caused to the customer and regret that more was not done when the customer originally contacted us. We have reached out to further apologize and have applied a discount to the customer’s order. 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 their 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 Leick Furniture - Favorite Finds Adjustable...

Height Swivel Bar Stools as well as for the outbound expedited shipping.   The customer placed their order for the Leick Furniture- Favorite Finds Adjustable Height Swivel Bar Stools on November 25th and selected next day delivery.    At the time of purchase, we provided her with an estimated ship date of 11/26/2014 and an estimated delivery date of 11/28/2014.   Our expedited shipping does not necessarily expedite the lead time required by the warehouse to prepare an order for shipment and we apologize that this wasn't clear to the customer.   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],  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 the customer experienced with his order. In an effort to rectify the situation, we have provided a full refund to the customer.Our Product Reviews are intended to be reviews of the item itself to provide additional insights for...

future shoppers. Any reviews that contain unresolved issues, such as damage or defects, are not posted as we would prefer to resolve the issue prior to a review being submitted. The customer inquired on April 22, 2016 as to why his review was not posted. Upon further investigate we discovered that the review contained an unresolved defect issue. Regrettably, the defect issue was not properly address as we had not been made aware of the outstanding issue.We reached out to further apologize and have provided a full refund as well as instructed the customer on how to resubmit his review. 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. The customer placed her order for the Wayfair Sleep - Wayfair Sleep Standard Box Spring and Wayfair Sleep - Wayfair Sleep 12" Memory Foam Mattress on September 12, 2016. On September 15 the...

customer notified us that the mattress and box spring she ordered and received has some minor damage. Based on the photos the customer provided, the damage was determined to be negligible and the customer was asked to return the items before a refund will be processed. According to our records and the return tracking, she has not returned the items.We reached out to the customer to further assist with this issue and she informed us that she had donated or disposed of the items. No refund will be issued at this time unless customer can provide documentation of donation. 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

To Whom It May Concern,We apologize for the inconvenience the customer experienced with her order. In an effort to rectify the situation, we ordered replacement legs and discounted the order $200.00. We handle standard returns, defects and missing item 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 February 6, 2015 the customer notified us that the Hokku Designs - Dela Sofa and Loveseat Set was missing the legs. We promptly ordered her the replacement legs and are working directly with the manufacturer to get these shipped out to the customer as soon as possible. We apologize for the trouble and have applied an additional discount of $100.00 for the continued order issues. If the customer has any additional questions, she may contact [redacted], at [redacted]. Thank you for your attention to this matter. Kind Regards,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 several alternative couches at the original price paid for the [redacted] Right Hand Facing Sectional. We also offered to provide a significant discount on any other sofa the customer likes.We unfortunately encountered a pricing error with [redacted] 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-privacy).We reached out to the customer to apologize and offered a discount off 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 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 Benchcraft Loveseat in Crimson.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 issue with the fulfillment of a customer’s order caused by delays in transit, we will make an exception to our return policy. We sincerely apologize for any inconvenience and agree the delays in transit are unacceptable. 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

To Whom It May Concern,We apologize for the inconvenience this order has caused our customer. This order was placed Dec. 3 2016. On this date, we placed a pending charge on the customer's Wayfair Credit Card for the order amount. The original shipping estimate provided to the customer was Dec....

21 2016. The product shipped on Dec 22 2016. At this time, we settled the charge on the customer's card per Wayfair policy, which is to settle the charge when the item ships from our warehouse. The order was delivered on Jan. 20, 2017. This places delivery within 30 days of the charge being settled and any interest charges would need to be addressed with the Credit Card's Financial Institution, [redacted].If the customer has any additional questions they 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 delay the customer experienced in receiving their refund for the return of the [redacted] - 12 Light Crystal Chandelier on their order.The customer was refunded in full on 3/18 in the amount of $389.99. 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 apologize for the inconvenience the customer experienced with her order.  We stepped outside of our return policy and refund the customer in full for the [redacted] Cream Area Rug. We are proud to offer our customers 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 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 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 sincerely apologize for the inconvenience the customer experienced while shopping with Wayfair. In an effort to rectify our error, we have provided the customer with the opportunity to purchase with discounted pricing.The [redacted] Living Room Collection is a customizable...

collection on our site. This includes a base price $704.50 to include only the main piece. Adding one of each of the additional pieces creates a full collection with a price of $1,577.42. We have no desire to mislead our customers and provide this information before the items are added to cart.We reached out to further apologize and have provided a coupon code to purchase the item a discounted rate. 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 sincerely apologize for the inconvenience the customer experienced with our website.  We strive to deliver our products to our customers in a timely matter and if there are issues we try to have the most open communication possible. Unfortunately, part of this...

customer’s order was delayed and we did not provide proper updates to keep the customer informed. In an effort to rectify our error, we have provided the customer thorough delivery expectations and also provided her with a direct contact to streamline communication moving forward. Also for the inconvenience we have provided a partial refund to the customer. If the customer has any additional questions or concerns she may contact [redacted],at ###-###-####. 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 trouble the customer experienced on her order. This order was returned on September 24th, 2016 and all charges have been refunded back to the card.We have a very diverse group of people that make up our customer service team. While some of them might...

be Millennials there are many others as well. We try very to hard to provide customers with the very best service and items from the home. It is very unfortunate when customers have issues with there orders and we do are best to correct them when brought to our attention. All of our service agents go through extensive training before they are put on the phones. Our Quality Assurance team reviews calls and procedures and is always looking for ways to improve. Again, we apologize for the issues the customer has experienced with her orders. It is never our intention for customers to go though so many negative experiences. 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