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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Overstock.com meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Overstock.com include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 325 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

325 complaints closed with BBB in last 3 years | 141 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 60
Billing/Collection Issues 21
Delivery Issues 62
Guarantee/Warranty Issues 8
Problems with Product/Service 174
Total Closed Complaints 325

Customer Reviews Summary Read customer reviews

34 Customer Reviews on Overstock.com
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 1
Negative Experience 31
Total Customer Reviews 34

Additional Information

BBB file opened: February 03, 1998 Business started: 08/08/1997 Business started locally: 08/08/1997 Business incorporated 12/30/1998 in UT
Type of Entity

Corporation

Business Management
Mr. Jonathan Johnson, Chairman of Board Ms. Diana Brunson, Senior Director of Customer Care Mr. Patrick Byrne, CEO Mr. Michael Lemmons, Executive Relations Manager Mr. Brian Popelka, SVP Customer Care & Partner Care Ms. Stormy Simon, President
Contact Information
Principal: Mr. Jonathan Johnson, Chairman of Board
Business Category

Internet Shopping Wholesalers & Distributors

Alternate Business Names
O.co O.co Travel
Products & Services

This company is an internet retailer of name brands and close out merchandise. The merchandise is of a wide variety.


Customer Review Rating plus BBB Rating Summary

Overstock.com has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 6350 S 3000 E Ste 100

    Salt Lake City, UT 84121 (801) 947-3100

  • 955 S 3800 W

    Salt Lake City, UT 84104

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On May 12, 2016 I ordered two 14x14 pillows that said 'beach' and two 16x16 pillows that said 'seaside'. On the first order I rec'd all four saying 'beach' Contacted customer service, ret'd two 16x16 'beach' and requested 16x16 'seaside'. Second time...same thing. Company stated issue with the wrong CPU number, they would go to warehouse and handpick the proper pillows. Third time...same thing. Another apology and another promise. On the FOURTH delivery of wrong pillows, and after 30+ chat sessions, they told me I would not be able to get the 'seaside' pillows, so I informed them I would be returning all 4 pillows. They have only refunded the 16x16 pillows, not the original 14x14 pillows, stating I didn't go thru the proper channels to get a return authorization. I told them, at that point, I was so upset, and NOT making another trip to the UPS store, I returned them with my last return authorization, and if SOMEONE would check in the warehouse, they would see that I sent 4 pillows back instead of TWO!

Desired Settlement: I want the balance of $40.98 credited

Business Response:

To whom it may concern,

 

The customer placed an order on 05/12/2016 for the Thumbprintz Beach Memories B Throw/ Floor Pillow ( Option: 14 x 14) and the Thumbprintz Beach Memories B Indoor/ Outdoor Throw Pillow (Option: 16 x 16). The customer ordered two of each pillow.

 

On 05/23/2016, the customer contacted us and advised that they received all of the pillows and that two of the pillows were incorrect. The customer explained that the pillows should say "Seaside" on them, and she only received pillows that said "Beach" on them. Therefore, we assisted the customer with a return for a replacement. The replacement order number is *********.

 

On 05/31/2016, the customer contacted us to return order #*********, because they received two pillows that said "Beach" on them. We apologized for the inconvenience and offered to return for a refund. The customer didn't want a refund and requested to return the pillows for a replacement. Consequently, we initiated the return for another replacement. The replacement order number is *********.

 

On 06/16/2016, the customer contacted us and advised that they received the incorrect pillows for order #*********. The customer wanted us to send replacement pillows but there was some concern because the item was out of stock. We did confirm that the item was out of stock but would forward the issue over to a specialized representative to further assist the customer.

 

The customer contacted us later the same day, and requested that someone go and hand pick the pillows. We replied that the issue had been forwarded and that the issue is being worked on.

 

On 06/23/2016, we did contact the customer and informed them that there was an issue with the inventory of the "Seaside" pillows and provided a return label, so that the customer could return the incorrect pillows. In addition, we issued an in-store credit in the amount of $25.00 to the customer's Overstock account.

 

On 06/24/2016, the customer advised they would return all of the pillows.

 

On 07/08/2016, we confirmed that the 16 x 16 pillow size was returned. The customer was issued a refund of $51.98. The refund was issued to their original form of payment. If the customer doesn't see the credit, we would ask that they contact their financial institution for their posting time frames.

 

On 07/12/2016, the customer was advised that the refund for the 14 x 14 pillow size was issued, to their original form of payment. The refund was issued in the amount of $40.98.

 

On 07/15/2016, the customer contacted us regarding the refund for the 14 x 14 pillow size. The customer requested that we confirm that the refund was processed.

 

We did confirm on 07/15/2016 that the refund was issued on 07/12/2016 in the amount of $40.98 to the original payment method. We explained that the time it takes for credits to appear may vary depending on their financial institution's credit posting time frames.

 

***According to our records, the refund for the 14 x 14 pillow size was processed on 07/15/2016. Please allow 2-5 business days for this credit to be posted; however, if the customer doesn't see the credit, they may need to contact the issuing financial institution to find out their credit posting time frames.

 

If the customer has any questions regarding their refund, we would ask that they give us a call at 1.800.843.2446, and we will further assist them.

 

Sincerely,

 

Overstock

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, after 60 days of the poorest customer service I have ever encountered! 

Sincerely,

****** *****

7/15/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: queried Overstock about an order that has been outstanding over 3 weeks. I received a reply stating customer issue here. Repeated query and heard nothing from them. This is after previous other delivery issues. I plan not to do business again with Overstock.

Desired Settlement: I just want my bed frame. Or at least to know it is actually coming.

Business Response:

To whom it may concern,

 

The customer ordered the Somette Tyler Storage Bed on 06/11/2016. As the item is an oversized item, it was shipped out with a freight carrier, named MXD.

 

As shown in our Oversized-Item Delivery Policy, it can take 1-10 business days for the item to leave our warehouse, and 1-4 weeks to deliver the item after the item ships. Consequently, the policy also states that "available delivery times will vary depending on the freight carrier's schedule". In addition, the Oversized-Item Delivery Policy states that "whenever we are able to accommodate a delivery of oversized items to a remote or isolated area not commonly serviced by freight carriers, delivery may take an additional 1-2 weeks and additional delivery fees may apply".

 

The customer's order shipped out on 06/20/2016. Therefore, based upon the Oversized-Item Delivery Policy, the carrier would have until 07/18/2016.

 

The customer contacted us on 07/08/2016, and wanted to get an idea as to when their order would be delivered, as they were due to go to an Army career course, and wanted to make sure they would be available for the delivery.

 

On 07/11/2016, we contacted the customer and explained that the estimated delivery date for the item to arrive to the delivery terminal was 07/12/2016. We explained to the customer that the reason for the delay was due to only one crossdock that was open and so the orders were backed up in the shipping process. We advised that we would monitor the shipment to ensure that it does arrive to the delivery terminal as scheduled.

 

On 07/13/2016, we were able to confirm with the carrier and the customer that the delivery of their order was scheduled for 07/20/2016. We advised the customer if any additional assistance was needed, to contact us, at **************.

 

Sincerely,

 

Overstock

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ***********

7/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear Sir or Madam, We would like to lodge a formal complaint against Overstock and the lack of ownership they have assumed for 3 broken items that we have purchase from them. On July 9 2015 we have purchased 3 identical stools for our newly remodeled kitchen for $489. The stools were 3 separate items purchased on one purchase order. These were quite expensive for our budget but we believed we were getting a quality product with a price tag as such. (Order#*********) On or about January 29th I have contacted Overstock to advise that one of the stools has cracked when tipped over and a chunk of the wood broke off. After having to argue the fact that this item supposedly had NO warranty?!? We got the customer service rep to agree after verifying with her supervisor that they would exchange the chair for a new one. We ended up paying $20 to have the chair boxed up and used the shipping label to sent it back. To my disappointment the new stool we received had a different hue, it wasn't as dark shade of brown as the original 3 and it didn't have the same sheen. Called Overstock again, nothing could be done. Not a few months go by when in April another stool has broken in the same place, again due to tipping over. Once again, calls to customer service etc... This time my husband had to make a complaint on twitter for someone to actually acknowledge our issue and provide assistance. Once again, we're out $20 and we received a non-matching hue stool. It matches the replacement one. (order#*********) This brings me to this past Monday when a stool broke for the 3rd time! This is now one of the replacement stools. We've had it for a few months. This is absolutely ridiculous. I have not purchased a glass vase that I should be careful around it and tell people not to sit on it, because it might break. These are chairs that should withstand a normal wear and tear of everyday family life. I called Overstock and first I spoke with a young lady who appeared to want to help and even told me that she has received the same complaint about these chairs before, however once she spoke to her supervisor the only thing she could offer was a 15% off coupon for a future purchase. Really? The way things are going I'm not quite sure I'll be buying from you again. I asked to have all 3 chairs refunded into store credit and a credit for the inconvenience and the time we've wasted dealing with these chairs. We had 3 stools break down in under 12 months, I don't want them, I don't want to deal with them again or worry they may break. I simply want a product that works. I don't think I am being unreasonable. Overstock has the responsibility to standby their products in front of their consumers. There is such a thing as an implied warranty of merchantability if they have the shame of offering no warranty, otherwise crooks would just run free. I can be contacted via email and would like a resolution to our problem. Regards, ***** ******

Desired Settlement: All 3 chairs refunded into store credit and a credit for the inconvenience and the time we've wasted dealing with these chairs.

Business Response:

To whom it may concern,

 

Order number *********

This order was placed on 07/09/2015 for 3 of the Kosas Home Tam Rustic Brown Elm Wood and Iron Low Back 24-inch Counter Stools, delivered 7/10/15.

On 1/29/2016 – the customer contacted us stating that one of the 3 stools had tipped over and fallen. Because of this fall, the chair’s seat cracked and broke on the corner of the seat. We made an exception and replaced the stool, order number *********.

3/22/2016 – The customer contacted us via chat service with the same issue. The customer explained that 2 of 3 stools fell over and broke again. Per the chat, the customer was expecting the same resolution; a replacement. The customer service agent was hesitant to replace the stool again with it being 212 days after the product was delivered. They offered a partial refund and then the chat came to an end because there was no response from the customer. The customer then took to social media ( Twitter ) on the same day. The customer explained the issue. We offered to replace the stool’s seat because this is the part that was broken. We then emailed the customer a return label to return the damaged stool. The label went unutilized.

3/24/2016 – the customer emailed us asking why we are only replacing the seat and not the entire stool and expressed that the item cannot be dismantled and shipped back to us.

3/25/2016 – we replied to the customer and advised that we are making an additional exception to get the entire stool replaced.

3/29/2016 – This was looked at with management and we decided to cancel the replacement order because we could not honor the replacement due to the previous exception. The fact that the product is breaking was due to the way the product was being treated on the customer’s side.

4/13/2016 – The customer contacted us back asking that we proceed with a replacement order. The customer asked for a return shipping label to return the damaged stool. We then agreed to replace the stool for the customer.

4/15/2016 – we advised the customer that we will need to get the return shipped back to us before we release the replacement.

4/19/2016 – Our warehouse received the damaged product. On this same day, we let the customer know that we released the 2nd replacement product and then closed the issue.

6/27/2016 – the customer called into customer service asking for a refund for all 3 chairs. We explained to the customer that we cannot refund them and offered 15% off their next purchase. From here, the customer asked to speak with a supervisor. At the time, the customer and a supervisor could not connect and customer asked for a call back for the following day.

6/28/2016 – The supervisor called the customer back as requested and did not get through to customer.

7/1/2016 – Customer service supervisor emailed the customer back and explained that we understand the issues they are having with the product however we cannot make another exception to replace the stools. Because we could not issue a refund to the customer we issued her $100.00 as in-store credit to use towards a future purchase. This $100.00 remains on the customer’s account and is ready for use.

 

Sincerely,

Overstock

Tell us why here...

Consumer Response:
Complaint: ********

I am rejecting this response because: I feel that this isn't adequate to the $490 we paid for the 3 stools. An item, any goods purchased by a consumer have a warranty of at least 1 year. We have purchased 3 separate items from Overstock and all 3 have broken in the same manner, same place. These are poorly made stools that Overstock charges a lot of money for yet will not offer any product guarantee for. 

Sincerely,
***** ******

Business Response:

To whom it may concern,

 

Overstock is not required to offer warranty of the product if it is not provided by the manufacturer. In this case, there wasn’t a warranty in place for this product.

The products purchased by the customer were delivered in new and unused condition and there were no issues reported with the product within our 30 day return timeframe. We were contacted by this customer approximately 6 months after the stools were delivered. Overstock cannot be responsible for the customer’s use or care of the product since the product was delivered which was in new and unused condition. Therefore, Overstock will not be replacing or refunding for the product. If the customer does not agree with this decision, they can call us at ###-###-####.

Sincerely,

 

Overstock

Tell us why here...

7/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The seller sent a defective mirror, which rusted after two weeks of light use. The seller refuses to support.

Desired Settlement: The seller should not send a defective item.They should exchange with a normal item.

Business Response:

To whom it may concern,



The customer placed an order on 04/12/2016 for the Camilla Round Modern Bathroom Mirror. The order was delivered on 04/20/2016 via FedEx tracking number ************.



The customer contacted us on 07/05/2016 and reported that "the product is defective and rusted after a few weeks of use. The item needs repair or exchange." Consequently, it was explained to the customer that "Our return policy is you have 30 days from delivery to initiate a return. We ask that items are in new or unused condition for a full refund and received back to our warehouse within 45 days from delivery". The customer replied that they understood the return policy but needed "warranty repair". We did reply and explain that the product didn't come with a warranty. Therefore, the customer advised they would file a claim with the Better Business Bureau.



*** Our return policy states the following (https://help.overstock.com/app/answers/detail/a_id/1/session/L3RpbWUvMTQ2ODI0NDY5OS9zaWQvZEtPVHpmVm0%3D):



"You can initiate a return for most new and unopened items within 30 days of delivery for a full refund.* You must return items in new or unused condition with all original materials included with the shipment. We must receive your returned items at our processing facility within 45 days of delivery (see Product-Specific Return Policies for exceptions). We inspect all returned items and award a partial refund for opened or used products. If the return is a result of our error or defective product, we will refund the full cost of the merchandise and shipping charges.
If you initiate a return after 30 days, we may issue a partial refund* depending on elapsed time and condition of merchandise. "




According to our records, the customer's order was delivered in new and unused condition, on 04/20/2016. However, the customer reported when they contacted us, on 07/05/2016, that the item rusted after a few weeks of use. The customer waited for over 2 1/2 months to contact us to report that there was an issue with the item and is outside of our 30 day return timeframe. The customer provided no additional details as to why they didn't contact us after a few weeks when they noticed that the item was rusting.

 

We have verified that the product doesn't come with a warranty. Overstock is only required to list a warranty if one is included with the item.

 

After reviewing the information for this item and the order, we would like to further assist the customer, and would ask that they contact us at **************. The customer will need to provide their order # ********* and request to speak to Melody R. when contacting us.

 

Sincerely,

 

Overstock

Business Response:

To whom it may concern,

 

We would like to extend our apologies to the customer for the issues they have experienced with their Camilla Round Modern Bathroom Mirror. However, as the mirror was delivered on 04/20/2016 and the customer didn't contact us until 07/05/2016 to report any damage or defects, the return would be considered to be outside of our 30 day standard return timeframe.

 

We are willing to discuss the matter with the customer. If the customer would like assistance in this matter, they will need to call us directly at **************, and ask to speak to Melody R.

 

Sincerely,

 

Overstock

Consumer Response:  
Complaint: ********

I am rejecting this response because: the seller should send an undamaged item. With the over $200 price tags, the mirror should last years, not days.

Sincerely,
**** *********

7/11/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I returned a product to Overstock.com on May 27th. They received the product in there warehouse on May 31st but never refunded me for it. I used the overstock.com credit card and because I thought I had returned the item, and no longer had a balance on my account I didn't think twice about paying it off. I then get an email saying my account is overdue and they charged me $27. It is now June 27th, they received my refund almost a month ago and have yet to refund me. I returned the product in the original packaging unopened. I have contacted the company three times to get my refund and each time they have told me to wait 1-2 buisness days and someone from their returns department will call me. They have yet to try to contact me and I am tired of waiting on hold and being in contact with them only to get the runaround. On top of that, before all this happened I ordered a ring from them. The webpage still said it was processing a week later and hadn't been shipped. I got online and the guy said he didnt know when the ring would be shipped so I tried to cancel the order. I woke up the next morning and the ring miraculously shipped. So now I have to return it and they want $9 for a prepaid shipping label for something that costs $2.00 to ship. I feel like they are stealing from people and I am really furious about how much time I have given just to get my money back from an awful product. I am also worried that I am going to go through the same thing when I try and return this ring and I do not have time for it. How does a company receive an item for return and just not do anything about it? They are stealing from people

Desired Settlement: I want my money back from my return along with the late payment my credit card received. I also want a smooth refund for when this ring gets returned to their warehouse.

Business Response:

To whom it may concern,

 

On 05/03/2016, the customer purchased four cans of Design Master Premium Metallic Spray Paint 11ozRose Gold.

 

The customer contacted us on 05/26/2016 and requested to return the Design Master Premium Metallic Spray Paint 11ozRose Gold because the spray paint didn't "go on smoothly". The customer didn't agree with the amount charged for return fees and so we made an exception and assisted with the return and waived the return fee. The return was initiated for three cans of spray paint as the customer had opened and used one can of the spray paint. The merchandise arrived back to our warehouse on 05/31/2016.

 

On 06/15/2016, the customer contacted us for an update on the status of their return. Because the return wasn't completed, we advised that a specialized representative would contact the customer. At this time, the customer also requested to cancel their current order for a ring. The customer was advised that this request would also need to be forwarded to a specialized representative and they would receive follow-up in 1-2 business days.

 

On 06/16/2016, the customer contacted us because they weren't happy that the current order had shipped out, when they had requested that the order be canceled. The customer also explained their frustration with the return and refund of the spray paint. The customer was advised that the "concern is already taken care of by our representative". The customer was originally advised that we would attempt to have the recent order intercepted and returned. Shortly after the customer was advised that we were unable to intercept and return the merchandise since the order was shipped via USPS. We advised the customer to contact us once they received their order and we would help them with a return.

 

On 06/27/2016, the customer contacted us because their refund for the spray paint hadn't been issued. Because the return for a refund hadn't been completed, the customer was advised that we would need to forward the issue over to a specialized representative, in our Pay Support Department, who could assist with their refund.

 

The customer was notified on 06/27/2016 that the refund for the spray paint was issued in the amount of $49.16 to the credit card that was used. Typically, it can take 2-5 business days for the credit to post. If the customer doesn't see the credit, they may need to contact the issuing financial institution to find out their credit posting time frames.

 

***We have reviewed and confirmed that a refund wasn't issued for the spray paint, as this is an item that cannot be returned. However, an exception was made and the customer was issued a refund for four cans of paint, in the amount of $36.87, and in the amount of $12.29; which equals $49.16. We have also confirmed that the customer has initiated a return online for the ring that they purchased.

 

The customer can return the ring for a refund. Consequently, as the item isn't damaged or defective, the customer is responsible for the return fees. If the customer doesn't agree with paying for the return fees, they can contact our Customer Service Department for additional assistance, at **************.

 

Sincerely,

 

Overstock

7/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased the School House White Full-size Sleigh Bed on June 4, 2016 from Overstock.com. I received the order on June 11, 2016. When putting the bed together I noticed that the drawers and drawer hardware for under the bed were missing. Also, the headboard (piece 7) and side board (piece 3) were damaged. The rails to support the bed were for a twin size bed. I contacted Overstock.com via phone and email. I also sent pictures to Overstock.com via email. Overstock.com stated that they would send another bed along with the drawers. The second bed arrived on June 17, 2016. I was able to replace Piece 3, but the headboard was still damaged. The rails sent for replacement were also for a twin bed. No drawers and drawer hardware were sent (once again). Again, I contacted Overstock.com via phone and email multiple times. I have submitted pictures, again. It is June 24, 2016 and no one has any answers for me.

Desired Settlement: I need to have a undamaged headboard delivered. I need rails for under the bed that fit our full size bed. I need the drawers and hardware delivered.

Business Response:

To whom it may concern,

 

The customer placed an order on 06/04/2016, for the School House White Full-size Sleigh Bed. The bed was delivered on 06/07/2016.

 

On 06/11/2016, the customer contacted us because they needed all parts and pieces that made up the drawers. The customer also noticed that additional parts were damaged. A request was sent to our warehouse to ship out the parts that the customer was missing and to replace the damaged parts.

 

Consequently, because the customer was asking for so many parts to be replaced, we advised that we could request a full replacement to be shipped out to her. Therefore, we canceled the request for replacement parts to be shipped out, and a replacement order was shipped out on 06/15/2016 and delivered on 06/17/2016.

 

The customer contacted us and advised that they did receive a replacement bed but that there weren't any drawers included with the replacement bed.

 

On 06/18/2016, the matter was forwarded to a specialized representative for review, as the customer had received a bed twice without any drawers.

 

After some back an forth with the warehouse on the parts that were needed, we contacted the customer on 06/27/2016, and explained that the bed they ordered doesn't include the drawers, due to the model purchased. We advised that we were looking into the available options to ship the drawers separately at no cost to the customer.

 

On 06/28/2016, the customer replied that before addressing the issue with the drawers, they wanted to make sure that we were replacing the damaged parts (headboard and full size slats) only.

 

On 06/29/2016, we notified the customer via email that the warehouse had located the drawers and slats and that we should have tracking by Friday, 07/01/2016. However, because there wasn't any mention of the headboard in the email sent, the customer did contact us to confirm that the headboard would also be replaced.

 

On 06/30/2016, we did confirm with the customer that we would be sending the following: Headboard, Full Size Slats, Storage Drawers.

 

We are currently waiting for the warehouse to provide us with tracking for the replacement parts. Tracking will be provided to the customer once available.

 

Sincerely,

 

Overstock

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

Until I receive all parts needed, it would be unwise to close this dispute. I am with little faith at this time that the parts will arrive at the appropriate size, condition (undamaged), or frankly arrive at all. 

Sincerely,

**** *****

Business Response:

To whom it may concern,

 

We have reviewed the most recent correspondence on this matter. According to our records, the warehouse shipped out replacement parts. However, the incorrect size slats were shipped to the customer.

 

Therefore, we agreed to help the customer with a return of the bed that they were having issues with, and to assist them with the purchase of a different bed.

 

We have processed a pick-up via UPS tracking numbers: ******************, ******************, ******************, ******************, ******************, and ******************. UPS will attempt to pick-up the packages today, 07/07/2016. If UPS is unable to pick-up the packages today, they will make two more attempts, before the call tags are canceled. The customer will receive a refund in the amount of $493.04. due to they have used the reward dollars earned from this order on the new order that was placed. We are still following up with the customer to ensure that the refund is issued once the packages have been picked up.

 

The customer has placed a new order. We issued a $750.00 discount on the order. Therefore, after the reward dollars and a 12% off coupon was applied to the order, the customer has only paid $391.97 for a bed; which was listed on our website at the price of $1,309.99.

The new bed the customer has purchased is an oversized item. Oversized items can take 1-10 business days to ship out and 1-4 weeks to deliver from the shipping date.

 

Overstock will be closing the issue on our end as soon as the customer's refund is issued for the return of the original order as we show that we have resolved the issue by assisting the customer with replacement bed at a significant discounted price.

 

If the customer has any questions or concerns in regards to their new order, they will need to contact us at **************, so that we may further assist them with their concerns.

 

Sincerely,

 

Overstock 

7/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a tent cot with specific dimensions at 55" wide from the overstock website. It was 46" which made it no longer viable for 2 people. I called and they said they would get back to me. Never did. Filed a bad review. Parent company, "Market Fleet" called saying they would send me a label. Sent me an email saying they couldn't generate a return label, so I had to purchase and I would be credited. Went to FedEx. The box they sent me was so badly damaged (when I received it), they couldn't send it in that. I paid $26.00 for the new box and packing. Then found out because of the weight, it would be over 150.00 to ship. I wasn't going to trust them to credit that much, so I called overstock, they said to contact Market fleet. I sent another email saying I want a return label. No reply. I paid $280.00 for the tent cot and $26.00 to replace their unusable box for returns

Desired Settlement: I want a full refund and payment for the box I had to buy because the box they shipped my product in was delapidated and unusable. I want $306.00 to cover my expenses.

Business Response:

To whom it may concern,

 

The customer placed an order on 06/20/2016 for the Winterial Oversize Outdoor Tent Cot. The customer paid $279.99 for the item.

 

This item is listed as being sold and fulfilled by a Market Place partner named Marketfleet. Because the order is fulfilled through this partner, if a customer has any issues with their order, they are referred to the partner to resolve their concerns. Overstock doesn't have any notes regarding the customer's contact with Marketfleet.

 

According to our records, the customer did contact Overstock on 06/27/2016, to report that they didn't receive the item that was listed on our website. Therefore, we advised the customer to contact Marketfleet to assist with the return. Marketfleet's contact information was provided to the customer.

 

We have confirmed that the customer returned the merchandise and a refund was issued to their Visa credit card account, on 06/29/2016, in the amount of $279.99. It can take 2-5 business days for the credit to be posted; however, if the customer's doesn't see the credit, they may need to contact the issuing financial institution to find out their credit posting time frames.

 

Generally, the customer would need to speak to Marketfleet for assistance in reimbursement for their return fees; however, we willing to make an exception, and to help the customer with the $26.00 return fees, if they can provide us with a receipt. According to our records, our Pay Support Department has contacted the customer on 07/05/2016 to assist in compensating for the return fees. We are currently waiting to hear back from the customer. We would ask that the customer contact us at **************, and ask to speak to the Pay Support Department, so that we may further assist them.

 

Sincerely,

 

Overstock 

Consumer Response:

 
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They basically missed a couple conversations with both Overstock and Marketfleet, but I am satisfied with the refund.


Sincerely,

*** ********

6/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: April 16th, I purchased a queen size bed, 2 night stands and a mirror. The price was 705.89 for the bed, 237.55 each night stand and 240.11 for the mirror. I paid 360.34 for shipping, 140.03 for duty and tax and added 38.72 for loss and damage protection. My delivery arrived May 5th. One of the night stands had major damage. I was told to discard it and wait for a refund. I was awarded 334.08 on May 17th as a refund. My goal was to purchase a full set for my bedroom and I was left needing to purchase another night stand or selling the items to buy something else. Their price of a new night stand, plus shipping, duty, taxes, damage and protection... $430, which is what I paid.

Desired Settlement: I would like a refund for what overstock charges for this particular night stand. Which is $430 delivered to my home. I did not ask for damaged goods from this company and was left with half a bedroom set in the middle of my renovations. I am owed $96 dollars, which is the difference between what I was refunded and what the cost of this item actually IS. An apology would be nice also as this has been a very frustrating experienced

Business Response:

To whom it may concern,

The customer placed an order on 04/16/2016 for 1 mirror, 2 nightstands, 1 bed frame, and 1 colander.

The customer lives in Canada; therefore, the payment is accepted by BONGO International. As the customer lives in Canada, they are responsible for the taxes and duties, and any additional insurance or shipping costs at the time of the order.

When an order is placed, if the customer's package needs to be shipped outside of the USA, it is shipped to BONGO International's Freight Forwarder. As a result, shipping and insurance fees are determined and charged by BONGO International at the time that the customer's order is placed. Taxes and duties are also collected by BONGO International as they are required to be paid in order for the merchandise to cross the borderlines. 

Bongo International will reduce the shipping cost if an order is placed that consists of multiple items. However, if a customer only purchases one item, the shipping fees aren't discounted.

Overstock charged 237.55 CAD for the purchase of one night stand. Consequently, Bongo International determined that the customer owed an additional 96.53 CAD for taxes and duties, insurance, and shipping fees for this item. A discount was applied by BONGO International for the shipping fees as the customer purchased five items at the time they placed their order.

Please note, Overstock wasn't provided with a breakdown of the taxes and duties, insurance, and shipping fees that were charged for one night stand. Overstock only has access to the total amount charged. If the customer needs a breakdown of these fees, they will need to contact BONGO International, for additional information about these fees, BONGO International can be reached at the following number: ************

According to our records, the customer notified us on 05/05/2016, that one nightstand arrived damaged.

On 05/06/2016, we requested that the customer provide us with additional information, so that we could file a damage claim. The damage claim is filed with BONGO International, as the order is shipped through their freight forwarder.

On 05/13/2016, we received all of the information required to start the damage claim.

On 05/18/2016, we notified the customer that they could dispose of the damaged item, and that a refund was issued in the amount of 334.08 CAD. The refund was issued on 05/17/2016 to the customer's MasterCard credit card account.

On 05/23/2016, the customer contacted us and explained that they felt that an error had been made, as they believed that a total of 430.00 CAD should have been issued.

On 05/24/2016, we asked the customer to explain how they came up with the amount that 430.00 CAD should have been issued. We explained that according to our records that 237.55 CAD is what was charged for the item and the "rest of the amount will include the portion of the shipping cost, duty/taxes, and loss and Damage Protection."

On 05/26/2016, the customer explained that they came up with this amount because they put the same item into their shopping cart, and the system wanted to charge 430.00 CAD.

We replied to the customer and explained that the price they are providing is based upon the purchase of only one item, and that our calculations are based upon the entire order. We explained that if the order is broken down individually, they will pay more for the shipping, duties and taxes and insurance protection.

On 06/06/2016, we did contact the customer to advise that after careful consideration, we would like to make an exception and to offer the option to order another nightstand, and that we will assist them with a discount on the order.

***The customer has calculated that they were owed 430 CAD when trying to reorder the same item. However, because the customer only added one item to their shopping cart, BONGO International didn't issue any discounts for the shipping fees. As previously stated, BONGO International only issues a discount on the shipping fees, if the customer were to add more items to their shopping cart. 

The reason the customer believes they are owed additional money is because they have attempted to reorder one nightstand, and it appears as if they are owed additional money. However, the customer isn't owed additional money and they are only is seeing a higher amount because they have one item in their shopping cart.

Because one nightstand arrived damaged, and one was in good condition, we have reviewed the issue, and determined that an exception should be made, and that we should assist the customer with a discount. In order for the discount to be applied, because the payments are charged by BONGO International, the customer will need to place their order for the full amount, and then we are able to authorize a refund/discount with BONGO International to be applied towards the new order.

If the customer would like to take advantage of that offer, they can reply to the recent email sent on 06/06/2016, or they can call our International Department at 00-###-###-####.

Sincerely,

Overstock

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

"This email was sent to Overstock 10/06/16 as a they contacted me personally following my complaint... They haven't responded..."  I am only realizing this morning that my response did not go through BBB as it was a personal email sent by them... tricky..."

 

 

 

A replacement would have been a great solution weeks ago but it was never offered. I am not sure what is meant by "discount as a one time exception", I just

want reimbursement for a nightstand that I was told to discard due to damage... I have since ordered the nightstand from a different company and wish to

 recover my full monetary loss from Overstock... the cost of the nightstand + tax and duty + shipping + insurance $430 total.  I am not looking to go through

this scenario again.

 

I even paid EXTRA for insurance offered by your company... I don't understand the hassle I deserve a FULL refund!

 

Sincerely,

****** ******

RE: Regarding your shipment for Order # 169874228 [Reference# 160428-012553]

 
 
10/06/2016
 Photos
To: Overstock Support
A replacement would have been a great solution weeks ago but it was never offered. I am not sure what is meant by "discount as a one time exception", I just want reimbursement for a nightstand that I was told to discard due to damage... I have since ordered the nightstand from a different company and wish to recover my full monetary loss from Overstock... the cost of the nightstand + tax and duty + shipping + insurance $430 total.  I am not looking to go through this scenario again.


  
  


I even paid EXTRA for insurance offered by your company... I don't understand the hassle I deserve a FULL refund! 

RE: Regarding your shipment for Order # 169874228 [Reference# 160428-012553]

 
 
10/06/2016
 Photos
To: Overstock Support
A replacement would have been a great solution weeks ago but it was never offered. I am not sure what is meant by "discount as a one time exception", I just want reimbursement for a nightstand that I was told to discard due to damage... I have since ordered the nightstand from a different company and wish to recover my full monetary loss from Overstock... the cost of the nightstand + tax and duty + shipping + insurance $430 total.  I am not looking to go through this scenario again.


  
  


I even paid EXTRA for insurance offered by your company... I don't understand the hassle I deserve a FULL refund! 

Business Response: To whom it may concern,



The customer ordered multiple items when they placed an order with us. As a result, a discount was issued for the taxes and duties, shipping, and insurance, for the entire order. This discount was issued by BONGO International.



The customer contacted us to return one item. The customer was told to dispose of the one item because it was damaged and we were unable to ship out a replacement.



Because the customer was issued a discount on the entire order, and did not pay full price for the Tracy Nightstand, we refunded them based upon the actual amount charged with the discount. Because the customer did not return all items, the customer is still responsible for the taxes and duties, shipping, and insurance for the remaining items in their order.



The customer is attempting to replicate the order, by putting one nightstand into their shopping cart, and it is showing the amount of 430 CAD. However, the customer is seeing the nightstand at full price, without any discounts.



Because the customer's order arrived damaged, the issue was reviewed, and it was agreed that we would make an exception, and help the customer with a replacement nightstand, and to issue a discount on the nightstand.



The customer did reply to our offer and advised that they had "since ordered the nightstand from a different company".



Therefore, because the customer has been refunded the full amount, based upon the discounted amount that we charged them for the one item, Overstock cannot issue any additional money for this transaction.



Sincerely,



Overstock

6/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I used bitcoin to pay for 2 items. After not recieving them for weeks I made contact with Overstock and after a few days they got back to me saying they were sorry but the items would not be shipped. I had spoken to Tanner G from stomer service prior to this problem about another issue amd he explained to me if I paid with bitcoin I would be refunded with bitcoin in yhe amount of Bitcoin I had used to make the purchase. well when I got my refund bitcoin had taken a dramatic upward gain and overstock chose to not refund me in the bitcoin amount I had paid but a lesser amount in the usd value. On prior occasions refunds were given in the full bitcoin amount. So basically Overstock held my momey for a month and rather tham return my bitcoin in full they sent me less and made themselves a profit by shorting me

Desired Settlement: I would like the full amount of bitcoin that I sent since they were unable to deliver.

Business Response:

To whom it may concern,

 

The customer placed an order on 05/07/2016 and used Bitcoin to pay for the order. When Bitcoin is used, the exchange rate can change every 5-10 minutes. The exchange rate at the time the customer placed their order was 1BC = $460.41.

 

The U.S. dollar price of the stove was listed on our website for $902.00 and the U.S. price listed on our website for the refrigerator was $1,680.46. Therefore, because the Bitcoin Rate was 1BC = $460.41, the customer paid 5.60904411 for the stove and refrigerator.

 

On 05/27/2016, the customer contacted us to confirm why the stove and refrigerator were still processing. The customer was informed that a specialized representative would follow-up with them regarding this matter.

 

On 06/02/2016, the customer was contacted and advised that we were working to get their order shipped and would update them once any further information became available.

 

On 06/06/2016, we notified the customer that the warehouse had reported that the items were on back order; which was the reason that the order was still processing, and hadn't shipped out. We explained that we were working to get an estimated date as to when the items would ship out.

 

The customer replied and advised that they wanted their order canceled and a refund issued to their Bitcoin wallet at Coinbase. Consequently, the order was canceled, based upon the customer's request.

 

On 06/06/2016, the customer was issued a refund in two consecutive amounts that equaled $2582.46 ($1680.46 for the refrigerator + $902.00 for the stove), and we notified the customer of the details. The Bitcoin rate at the time that the refund was issued for the stove was 1BTC = $584 and when the refrigerator was credited, the rate was 1BTC = $583.98; totaling 4.42202055 Bitcoin. The customer received the refund in the U.S. dollar amount that was paid for in U.S. dollar amount on the order. Per our Terms and Conditions for Bitcoin (https://help.overstock.com/app/answers/detail/a_id/5794#tnc), they were refunded for the full USD value of the order and processed at the Bitcoin exchange rate when the refund was completed.

 

The customer responded that they got the refund, but that it was for the Bitcoin at the current exchange rate, and not for the original Bitcoin exchange rate at the time of purchase. The customer wanted an additional refund for the physical Bitcoin amount that was paid.

 

On 06/10/2016, we explained to the customer that we can only issue a refund for the full U.S. dollar value of the order and that this is processed at the Bitcoin exchange rate when the refund is completed.

 

On 06/11/2016, the customer replied that they didn't agree because they didn't pay with U.S. dollars, and should be refunded the Bitcoin amount paid. The customer requested to speak to a supervisor.

 

On 06/13/2016, a supervisor contacted the customer to discuss the refund amount that was issued. We advised that we only accepted the Bitcoin amount that equaled the U.S. dollar value for the order when it was placed. It was explained that when a refund is issued, it is in the U.S. dollar value of the current Bitcoin rate, at the time that the refund is issued. Because we only accepted $902.00 U.S. dollars for the stove and $1,680.46 U.S. dollars for the refrigerator, the refund was issued for the U.S. dollar amount at the current exchange rate.

 

On 06/14/2016, the customer replied that they didn't feel the resolution was fair. Therefore, we contacted the customer and discussed the Bitcoin exchange rate at the time of the purchase and at the time of the refund. We did provide the customer with a breakdown of the Bitcoin rate at the time the order was placed and the Bitcoin rate at the time the order was refunded.

 

We did make an exception and issue an in-store credit for the monetary amount that the customer was out from the Bitcoin he received vs. what was paid. The customer was out 1.18702356 Bitcoin at the value of $460.41. Therefore, we issued an in-store credit to their Overstock account, in the amount of $546.52. The customer agreed to this resolution.

 

If the customer has any additional concerns, we would ask that they contact us at ###-###-####, and we will further assist them.

 

Sincerely,

 

Overstock

Consumer Response:

 
Complaint: ********

I am rejecting this response because: i will accept the offer but the description of what took place is not exactly what took place. i did not cancel this order, I was notified that it was being canceled because they sold me items which they did not have in stock. this is not the first time this has happened. They seem to sell items at a great price only to never deliver on the item after weeks of waiting. I dont know what the motive is but if you do that to enough people you can make a good bit or money by holding large sums of money for a few weeks. And this is the reason I think that they are being unfair. No matter the rate of bitcoin it should be returned in full if they cannot deliver on the deal. They had no problem giving me the full amount back on other occasions but when yhere was a sudden increase suddenly it became a problem. this company is deceptive and has told me many lies all of which i have recorded for the record. I accept this weak resolution to get this nightmare over amd done with but I will never buy from this 2 bit company again.
Sincerely,

Ripped off byoverstock.com in PA, ****** *******.

****** *******

6/19/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Last week I started receiving unsolicited sales emails from overstock.com. No fewer than 5 times I have tried to unsubscribe from their emails, but I keep receiving them. I used their online chat system to demand that my email address be removed from their system, and I was told I would no longer receive any emails. This morning I received another. I do not want their emails, but they refuse to stop sending them. Further, it is a legal requirement that any such emails have a working unsubscribe link. That I am unable to stop them from contacting me is unacceptable.

Desired Settlement: I want my email address completely removed from their system. Additionally, I want them to fix their email unsubscribe page so that it actually unsubscribes the person as it's supposed to do.

Business Response:

To whom it may concern,

Please convey our apologies to the customer for difficulty they experienced in unsubscribing from the promotional emails. We have unsubscribed email address ***************** from our marketing emails. According to the Federal Trade Commission rules, we have 10 business days to honor the recipient’s request. The emails should be tapering off by now.

Thank you,

Overstock

6/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My mother, **** ****, purchased a bedroom set for my son. When the set was delivered, it was delivered in multiple boxes- more specifically the bed. My son put the bed and dressers together over a 4 day period because of the amount of pieces it came in. When the bed was complete me son put the mattress on it and the slats completely broke in half. We had to remove the slats and just lay the mattress on the bed. The.n the wood at the foot of the bed broke in half. On top of that the chest and the night stand are both flimsy. They look nice, but are very poor quality. I contacted customer service and asked to return the items. I was told I would have to dismantle fully all of these pieces and ship back. This is almost impossible. I was also told to go purchase or ask stores for boxes to return the items. Two questions: 1. How in the world am I to get it to the post office? 2. Why do I have to give up another 4 days to strip this poor quality furniture down? I asked for boxes to be sent to me for the return and I was told no. I asked the customer service rep to come up with a better solution so the items could be returned and I received nothing but what could not be done. The bed needs to be trashed, it is not even worth the postage to be returned. The chest and the night stand need boxes to be returned. I asked to speak with someone higher or a number where I could speak to someone else about the issue. The customer service rep offered her supervisor which I accepted. The supervisor refused to get on the phone because in the agents words " I was going to escalate anyway". I called the number that I was provided multiple times. Each time I was sent to a voicemail. I have left messages with my order number and phone number with no return call. I have been waiting a month for a resolution. The customer service has been poor in response to receiving poor quality items.

Desired Settlement: I would like a refund. Boxes to return the items, along with someone to pick up. I am not returning the items because I know longer want. They are being returned because of poor quality and obvious defects. I should not have to take on that cost and labor to return.

Business Response:

To whom it may concern,

 

The customer placed their order on 04/25/2016 for three different furniture pieces. The furniture was shipped out and delivered to the customer.

 

On 05/07/2016, the customer called in because they wanted to return the entire order, due to the quality wasn't what they expected. The customer advised that the items were assembled and they no longer had the packaging to return the merchandise.

 

The customer was informed that they would need to disassemble the item and locate packaging to return the merchandise. The customer advised that if we shipped assembled items like Wayfair, she wouldn't have any problem with returning the items. The customer explained that she would not be spending any money on boxes to ship the merchandise back. The customer advised since we wouldn't take the return assembled, she would like the "Executive Phone Number". This was provided to the customer.

 

On 06/01/2016, the Executive Relations Department contacted the customer, and advised we will assist with the return, and have the merchandise picked up by a freight carrier. Consequently, the return has been registered with a freight carrier by the name of Ceva. The carrier will contact the customer within the next 2 - 5 business days to schedule the pick-up date. The customer can also contact the carrier at ###-###-####, to schedule a pick-up and provide Load #***-***-****

 

We have attached the Bill of Lading that the customer will need at the time of their pick-up. The customer will need to print out 5 copies. One copy is for the customer's records, one is for the driver, and the remaining three copies will need to be attached to each piece of furniture. 

 

Once the carrier’s website has updated that the merchandise has been picked up and is in transit to our warehouse, we will complete the return, and issue the customer's refund. The customer will continue to receive follow-up until we can confirm the merchandise has been picked up and a refund has been issued.

 

*Please convey our apologies to the customer for their experience and the lack of assistance they received when they contacted us for assistance with their return. We are working to ensure this issue doesn’t happen again.

 

Sincerely,

 

Overstock

6/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Order chairs from them. Wasn't clear to me that the delivery was so restrictive. The delivery service only offered morning deliveries when I am at work. No afternoon delivery options were available. I offered to sign a document so they could leave at my door; they refused. I offered and made arrangements to have my neighbor to sign for them. Initially, they said that was okay. Then, company called and said that only I could sign. I called back and asked them to reconsider. They agreed but then decided that they couldn't deliver when they had agreed and when I had arranged to have my neighbor sign. It became quite unreasonable to get a delivery time arranged so I asked for them to take the chairs back. They are charging me a fee of $157 to take them back. It was not clear to me that the delivery times were so restrictive when I ordered them.

Desired Settlement: I feel it is reasonable to get 100% refund and no return shipping fees since their delivery company is so inflexible and can't match my schedule. This was not made known to me up front when ordered.

Business Response:

To whom it may concern,

 

The customer placed their order on 05/16/2016 for the Barrel Dining Chair (Set of 2). Our website shows that "Orders of more than three and/or exceeding 125 pounds will be shipped via Freight carrier and our Oversized Item Delivery/Return policy will apply." Consequently, the customer ordered three chair sets, and the order was shipped with a freight carrier.

 

The Oversized-Item Delivery Policy shows the "Important Details for Scheduling Your Delivery Appointment" as shown below. This information is available prior to the customer placing their order.


•Carriers are only able to deliver Monday through Friday. Once your shipment is ready for delivery, the carrier will contact you at the phone number(s) you provided us at the time you completed your order. You can expect their call 24-48 hours prior to your delivery to arrange a 4-hour delivery window.


•Keep in mind that available delivery times will vary depending on the freight carrier's schedule.

 

Therefore, per the Oversized-Item Delivery Policy, the customer would need to accept the delivery, within the 4-hour delivery window provided; which was dependent on the freight carrier's schedule.

 

On 05/24/2016, the customer contacted us and explained that they couldn't take time off of work to be home for the delivery, and requested to cancel the order and for a refund to be issued. The customer was provided with the Oversized Item Return Policy; which explains that the customer would be responsible to pay the return shipping fees for any of the following reasons:

 

•You refuse a delivery without inspection

•You miss a delivery appointment

•You return a non-defective or undamaged product

 

Because the customer was requesting that the order be canceled and returned without an inspection, and there were no reports of damage or defects, the customer was advised that they would be responsible for the $151.55 return fees. However, we did agree to make an exception and to waive 1/2 of the return fees. The customer agreed to pay 1/2 of the return fees and so a return was authorized.

 

The customer contacted us after the return was authorized and explained that they had found a neighbor that agreed to sign for the package, but the carrier advised this would violate their policies, and that the neighbor would be unable to sign for the package.

 

According to our records, we did speak to the carrier and they confirmed that the customer didn't need to be available to sign for the package, and could have someone else "accept his package". It was confirmed that the customer would contact the carrier and schedule the delivery.

 

We are unable to verify if the customer was able to speak with the carrier, regarding the delivery of the order, as we don't have access to the carrier's records. However, we do see that because the order was previously authorized for a return, that the carrier did return the merchandise to our warehouse.

 

Therefore, a full refund was issued on 05/26/2016, in the amount of $1,249.72, to the credit card that was used at the time the order was placed. In addition, for any inconvenience caused, the customer was issued a free Club O Gold membership, pre-loaded with $175.00, to be used on a future order with Overstock.

 

If the customer has any additional concerns with the resolution provided, they will need to give us a call at ###-###-####, so that we may further assist them.

 

Sincerely,

 

Overstock

6/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 5/27/16 I received 3 leather braided bracelets from the Overstock.com distribution center in City of Industry, CA. I paid over $17.00 which I paid through my credit card. As of 6/1/16, all of the bracelets broke apart through no fault of my own. They were all made in China. I asked Overstock.com how they could sell inferior product to their customers. What about their reputation unless they simply don't care. I emailed Overstock.com and complained about the inferior product I received and that I planned on putting a review on Yelp; unfortunately, Yelp does not have a listing for Overstock.com. I received a form email back that stated that I would receive a response within 24 hours. I did not. I did not wish to contact my credit card company and file a dispute because the matter would not have been resolved for several months because that's how they operate.

Desired Settlement: I would like to receive a replacement of better quality, not some cheap bracelet that will break apart after wearing it for less than a day! I would like 3 excellent quality leather braided bracelets. I also want an apology because I deserve one. I also want to know why I was sold an inferior product, why Overstock.com sells inferior products from China as well. Thanks.

Business Response:

To whom it may concern,

 

The customer placed an order on 05/23/2016 for three Zodaca Colorful Multi-string Fashion Wrap Multi-layer Leather Free-size Bracelets.

 

On 06/01/2016, the customer contacted us via email, and reported that the bracelets came apart, one at a time, the day they were worn.

 

On 06/03/2016, the customer was contacted and advised that a refund had been issued in the amount of $17.50, to their MasterCard credit card account, as it wasn't cost effective to return the item. The customer should allow 2-5 business days for the credit to be posted; however, if they don't see the credit, they may need to contact the issuing financial institution to find out their credit posting time frames.

 

Please convey our apologies to the customer in regards to the bracelets breaking apart after wearing them. We have sent a request for the quality of the product to be reviewed. We thank the customer for bringing this matter to our attention.

 

Sincerely,

 

Overstock

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*** *****

6/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered two items which shipped separately. One arrived without issue, the sconces showed they were delivered to front porch, but were nowhere to be found, even after checking around my house, with neighbors and calling carrier. I chatted with Amy C. at Overstock on 5-31, who advised a tracer had to be completed and explained procedure, and that really my money would be held hostage for 4 business days. I told her multiple times that's not acceptable, I think she checked with a team lead or someone, came back, not willing to budge. I decided to call instead today. Got Devon, who pretended to care then cold transfered me to a supervisor. The supervisor, who I'm guessing is really a team lead, came on and introduced herself as CANDY, and then just sat there. I told her I didn't know I was being transferred, and she asked how she could help me, as if she had no knowledge of the story I just went through with the guy that transferred me. So I asked if she knew what had happed, to which she said something along the lines of "eah, you say your package didn't arrive, and we've already told you multiple times what we need to do and you're just going to have to wait, so what more do you want". I questioned her comment, she began to get confrontational again, I told her she's clearly not wanting to listen let alone help and requested another supervisor. She simply said "ok", and I was connected to another supervisor after waiting nearly 15 minutes without her ever checking back. Eventually Mike L got on, he was polite and began explaining the how's and whys of the tracer again. At this point, and after that unprofessional Candy person, I told him that either someone needed to assist a loyal customer (look at my order history) who's never had any issues, or I was going to file a BBB complaint. He did make the one time exception for the refund after a lengthy conversation and my mentioning a BBB complaint. Now here's my point, why should ANY customer have to spend 30 minutes on a chat, an hour on the phone, and have to throw out a BBB threat to finally be heard?! I understand you have policies and procedures to be followed, but a good company also has escalation and tiered policies to implement under certain circumstance- like when you take a customers money and make them jump through hoops when the order doesnt arrive! I cannot even believe their feedback request email states that Overstock has superior customer service. Overstock has the WORST! And then to be treated the way I was by that Candy who seemed to simply be on a power trip playing demigod?! Yes, ultimately I finally received my due money back, but look at the frustration and time spent. I believe that Overstock owes me more than just a credit for an item that wasn't received in the first place.

Desired Settlement: I would like a fair denomination of store credit or gift card as appeasement for the frustration and time I had to spend, as well as for the way I was treated by Overstock's employee Candy.

Business Response:

To whom it may concern,

 

The customer placed an order on 05/22/2016 for the Croscill Home Cage Wall Sconces. Overstock did ship the customer's order out on 05/24/2016 and provided tracking number ******************.

 

According to the UPS tracking scans, the package was delivered to the customer's "porch", on 05/31/2016 at 6:56 P.M.

 

The customer contacted us on 05/31/2016 and explained that the order showed delivered but that they were not able to locate the package. Therefore, because the package showed delivered, the customer was advised that we would need to initiate a trace with the carrier; which could take 1-4 business days. The customer was advised that if the carrier was unable to locate the package, a refund would be issued.

 

On 06/01/2016, the customer called in and requested to speak to a supervisor. The agent tried to see if they could assist the customer by discussing their issue. The customer explained that she understood that we have policies and procedures in place for a reason, but wanted their refund issued, and didn't want to wait the 1-4 business days for the trace to be completed. In the end, the agent transferred the customer to a supervisor as was originally requested.  

 

The supervisor explained that the customer was informed several times in the chat conversation that we couldn't issue a refund before the trace was completed. The customer was unhappy with the conversation with the supervisor and requested corporate's phone number and to speak to someone else. The supervisor transferred to another supervisor for additional assistance.

 

The customer spoke with a second supervisor, who offered to start from the beginning, or to go over the information he had received. The customer started by saying they had just had an unpleasant experience with the previous supervisor and if the call didn't go how they wanted, they had the Better Business website pulled up and corporate's phone number, and would escalate further. The customer went on to explain that they were aware that we had policies and procedures in place for a reason, but was looking for someone to assist, and to make an exception.

 

The supervisor apologized for their recent experience and reviewed the issue with the customer. The supervisor briefly explained the reason that a trace was needed and the timeframes. The customer did confirm she understood the process and procedure but because they had been a customer for 10 years, without any issues, they felt as if an exception should be made.

 

The supervisor did advise because the customer had been with us for 10 years, they would make an exception, and issue the refund. The customer was advised that if the item did show up, to give us a call, so that we could further assist with a free return. The refund was issued on 06/01/2016, in the amount of $44.99, to the customer's PayPal account. The customer was advised that they may need to verify the posting timeframes with their financial institution. An email was sent to the customer to verify the refund details.  

 

***As listed in our Terms and Conditions, the customer does agree that by accessing our website, they agree to our terms and conditions. If the customer doesn't agree with our Terms and Conditions, they may not access the Site. As part of the terms and conditions, our policies are listed, and the customer is responsible to review the policies and procedures when shopping with us.

 

As part of our policy and procedure, when a customer claims that they did not receive an item that shows delivered, it is our policy and procedure to file a claim/trace with the carrier. In order for UPS to reimburse Overstock for an item reported missing, it is required that we allow them 1-4 business days to see if they can locate the item. If UPS cannot locate the item, they will reimburse Overstock, for the cost of goods. Once we have received the money back from UPS, we can then refund the customer the money received from UPS, as a result of the claim.

 

We understand that customers may not always agree with our policies and procedures; however, we do try to follow our policies and procedures, as they are put in place for a reason.  As each situation is different for a customer, we will take into consideration the details of the situation, so that we can assist the customer with a fair resolution. Consequently, there are times that an exception may be made, as our goal is to help the customer, based upon their personal situation.

 

Please convey our apologies to the customer for any frustration or inconvenience we may have caused. Our goal is to provide the customer with the customer service they expect and deserve. The service provided by the supervisors and representatives will be further reviewed and addressed as needed.

 

Sincerely,

 

Overstock

Consumer Response:
Complaint: ********

I am rejecting this response because: the way Candy spoke to me is unacceptable. Overstock employees are so hung up on policies and thinking they are set stone, that they didn't even acknowledge the way I was spoken to and time spent. I want some sort of credit code or gift card to appease that. My time us valuable, and I shouldn't have to waste it on employees that do not value their customers. 

Sincerely,

***** ********

6/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered 7 different area rugs from them. All from a brad named safavieh. So far one rug has come in incorrectly cut (angled) a 10x14. Which also matched a runner that we also ordered. We had to return and reorder but the price had changed so we ordered a different on .. same color and brand just a different pattern so we also had to return the matching runner and reordered the matching one. Then the other two came in in a color different that advertised ( it says navy and the picture shows navy but it came in in a medium denim color) 2 4x6s , so i had to return them and order order different ones that I'm hoping are true navy( they haven't yet arrived.) Come to find out today out of The original two 2x3 rugs we bought for our room with the matching 4x6 , one was lost in transit and it cannot be replaced since it was out of stock. after having talked to 4 agents in two days to figure this stuff out ... the manager, Candy M., says they will refuse to take a $30 hit for their company to go up one more size on the rug that is out of stock that they lost. The size i ordered ... which they lost ... is out of stock. so i can have the money refunded and i can send the matching one back.. they said all they could offer was to send us an email when it comes back in stock BUT ... they cannot give me the same price because it was on sale. and no the couldn't take a $30 hit there either. After the headache that they gave me for this past week .... it is RIDICULOUS that they refuse to give me a $30 credit so i can have a matching rugs that i originally bought . That they want me to pay for THEIR mistake. I want an apology and I was the rug i ordered. and if that rug isn't available i want the matching ones in the next size for the same price. I think is the least they could do considering the situation.

Desired Settlement: I want the same rugs i purchased ( 2 - 2x3 ) in the next size because they one they lost is out of stock . so 2 - 3x5s and an apology for the trouble they put a 5 month pregnant woman through ... which is including repackaging a 98 lb rug for return.

Business Response:

To whom it may concern,

 

We have reviewed the customer's order history and found the following

 

Order # ********* and order # ********* were placed on 05/14/2016 for the Safavieh Handmade Moroccan Cambridge Light Pink Wool Rug (4' x 6'), the Safavieh Handmade Moroccan Cambridge Blue Wool Rug in the (4 ft. x 6 ft.) option, and the Safavieh Hudson Ogee Shag Grey Background and Ivory Rug (10' x 14'). The description of the pink rug is "Light Pink", the description of the blue rug is "Blue", and the description of the grey rug is listed as "Grey". The description of the rugs only shows as standard colors and there isn't any additional description showing for these items.

 

The customer also placed order # ********* for the Safavieh Handmade Cambridge Moroccan Navy Cross-Pattern Wool Rug (4' x 6'), the Safavieh Handmade Moroccan Cambridge Navy/ Ivory Wool Rug (2' x 3'), and the Safavieh Hudson Ogee Shag Grey Background and Ivory Rug (2'3 x 8').

 

On 05/21/2016, the customer contacts us to return the blue and the grey rug. The blue rug was being returned because it wasn't "Navy Blue" and the grey rug was being returned because it was " not cut square". The return fees were waived and we assisted the customer with a return for a refund. A full refund was issued for the return of these rugs.

 

The customer also asked to return all of the rugs from order # ********* because the color wasn't what they expected and one of the rugs that showed delivered was missing. We assisted the customer with a free return for a refund.

 

The customer was issued a $25.00 in-store credit for the "inconvenience that customer has experienced." Consequently, the customer placed a new order on 05/21/2016 for the Safavieh Handmade Moroccan Cambridge Navy/ Ivory Wool Rug (4' x 6') and the Safavieh Handmade Moroccan Cambridge Navy/ Ivory Wool Rug (4' x 6'), and used the compensation that was issued.  

 

We understand that the customer is purchasing rugs and are expecting the colors to be accurate to the colors shown in the picture; however, as shown in our disclaimer and available for every rug purchased "All rug sizes are approximate. Due to the difference of monitor colors, some rug colors may vary slightly. We try to represent all rug colors accurately."

 

Therefore, if the color received isn't as expected, this is considered a buyer's remorse return, and the customer is responsible for the return fees. According to our records, we have waived all of the return fees for the customer, and the customer has received their refunds accordingly.

 

The customer has been compensated fairly and no additional compensation will be issued.

 

Sincerely,

 

Overstock

6/1/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Since my review was "denied" twice on the website I thought I would leave one here. If o.co won't even take honest reviews then don't ask for one. I accepted the fact that I bought this terrible piece of furniture. Buyer beware. BUT the fact that my review was denied twice is dishonest and other buyers should have honest reviews from real customers. Here is the "denied" review. Kobe 3-piece Grey Sectional We first recieved this couch and after it arrived we noticed that the Ottoman frame was not built properly so the legs could not be attached. Could not refuse the item before the delivery guys left upon visual inspection because (before legs going on) it looked ok. But again after attempting to put legs on we noticed it was defected. Then the inside of the Ottoman we noticed when my son went to put toys inside, the one side of the lever wasn't even attached so instead of staying open it just flops down. Ok. So we contact customer service and they give us some money back and agree to keep it as is because to have it returned was such a hassle and pain we just wanted to be done with the issue, take the partial rebate and be done with the drama. Well. Not too many months later have we had this couch and the chaise loung base/frame literally bottomed out. We flipped it upside-down and could see these crooked staples... and nails just slapped on to these two tiny 2x2 that were supposed to be holding this chaise together. I have chronic back pain so I sit very slowly on this thing. Still after gentle use, having this barely 7 months the whole chaise is bottomed out, the Ottoman is hardly usable and mind you the legs were never able to be attached so it never looked as pictured because we had to leave it just sitting on the floor. The storage was great, it is a large ottoman. But it just looks cheap without the legs. I am shocked at the origional price of this terribly crafted, cheap material couch. And I'm not talking about the material of the faux leather which isn't even leather it's more of a suede but the wood is just the worst I have ever seen used on a piece of furniture. Use it on a couch this large??? Just plain stupid. I don't care how much I got this thing for on this site and then after the rebate they gave us for the defective ottoman, this is literally the biggest piece of junk I have ever had the displeasure to buy let alone have to had wasted ANY money I mean this thing isn't worth 50 bucks. We are moving in a month - this couch will be at the dump ASAP. As much as I love buying and purchasing decor for my home I am livid at the thought of searching for another new couch for our new home. Forced to buy a new couch after 7 months is ridiculous. I know one thing, I will never buy from overstock again! I would never sell this kind of trash to my customers if I had a company that was supposed to be selling affordable quality products. "overstock.com it's all about the O!" Yea... as in "O my God what piece of crap did I just buy!?"

Desired Settlement: If they won't post my honest review of their merchandise then I think after spending thousands of dollars with o.co that some sort of compensation should be granted.

Business Response:

To whom it may concern,



The customer placed an order on 10/15/2015 for the Kobe 3-piece Grey Sectional. The name on the account is listed as ***** ******. The customer paid $1399.99 for the sectional. The order was shipped out with a freight carrier and delivered on 10/27/2015.



The customer contacted us on 10/27/2015, and advised that they were "unhappy with some features of product". Therefore, we issued an $80.00 discount on the order.

The customer called again on 10/27/2015, and advised that the ottoman arrived, and was defective. It was explained that the holes didn't match up where they needed to screw in. The customer wanted the ottoman replaced; however, when we explained the timeframe to request replacement parts to be shipped out, the customer advised that they didn't want to wait for replacement parts. It is noted that the customer was previously given an $80.00 credit and that the customer spoke to a supervisor.

The supervisor advised that they would contact the warehouse and request to have the defective ottoman replaced. The customer requested additional compensation if they had to return the ottoman. We did request pictures showing the defects, but the customer did not want to send the requested pictures, stating that the defects are too hard to see. We advised we would check on what the available options were and contact the customer back.

On 10/29/2015, we spoke to the customer, and they advised that the middle legs for the sofa were not flush. As we spoke to the customer, we explained that the warehouse wouldn't be able to send a replacement ottoman, as proceeded to provide the available options to the customer.

The customer was offered to return the item for a full replacement, and to issue a partial refund, or to return the item for a full refund, and we would issue compensation. The customer advised they wouldn't be shopping with us and wouldn't accept the offer of compensation.

We then offered the customer a 20% discount back to their form of payment, to keep the item as-is, but we were advised this was unacceptable, and they would like 50% back. We then confirmed that we had previously issued $80.00 and would be willing to issue an additional $520.00 back to their form of payment, so that the discount was a $600.00 discount. The customer then wanted an additional $100.00 in-store credit, on top of the $600.00 discount, that we had offered to keep the item as-is. We explained we cannot issue any additional credit. As a result, the customer then wanted to return the item for a full refund, and wanted $700.00 in-store credit. We advised they could return the merchandise for a full refund and we would be willing to issue a $350.00 in-store credit. The customer didn't like the options provided and requested a supervisor call him back.

A supervisor contacted the customer back and agreed to issue an additional $520.00 back to the form of payment used, to bring the total discount to $600.00, and to issue an additional $100.00 in-store credit on his wife *****'s account. The $100.00 in-store credit that was issued was used to place an order with us.

On 05/29/2016, the customer contacted us on Facebook stating that their review had been denied twice, and so they thought to leave a review on Facebook, as well as one with the "BBB". The customer then left a review of their experience and issues with the item.

We did speak to the customer regarding the information left on our Facebook page. The customer expressed their opinion of the product, and mentioned the issues they experienced with the delivery. The customer advised that they only accepted the discount to keep the item as-is, because they felt hassled with the return. The customer was unhappy that their review wasn't posted and we explained the reviews must contain details about the item only, and if the review provided pertains to the nature of delivery the customer service provided, or the partial refund that was issued, the review will not be approved, as these details are situational and don't apply to the item. The customer then requested a full refund.

Because a partial refund had previously been issued, to keep the item as-is, we did agree to review the previous interactions, to determine if all available options had been provided to the customer.

Consequently, we did listen to the call between the customer and the supervisor, and confirmed that we offered the different options that were available. We advised that because the customer denied the return option that was presented to them, and agreed to keep the item as-is for a $600 discount and a $100.00 in-store credit issued to their wife's account, we would not be able to accept the return or issue any additional compensation.

Overstock is not required to issue any additional credit as the customer agreed to keep the item as-is for the $600 discount and a $100.00 in-store credit issued to their wife's account; which was issued upon the customer's agreement.

Overstock does post reviews based upon the product and the customer's individual experience using it and any details about why they liked or disliked the product. All submitted reviews are subject to the terms set forth in our Terms of Use. In addition, we reserve the right to not post the review if it contains any of the following types of content or violates other guidelines:

•Obscenities, discriminatory language, or other language not suitable for a public forum
•Advertisements, ?spam? content, or references to other products, offers, or websites
•Email addresses, URLs, phone numbers, physical addresses or other forms of contact information
•Critical or spiteful comments on other reviews posted on the page, or their authors
•Shipping, packaging, or returns specifics

Guidelines for submitting a product review can be found using the following link: https://help.overstock.com/app/answers/detail/a_id/34.

Sincerely,

Overstock

Consumer Response:

 
Complaint: ********

I am rejecting this response because: lost in translation. I NEVER said I didn't comply with previous issues with this item. I never said I had an issue with the past communications and compensations. So to go into all the old BS about what was given wasn't the point. I'm kind of glad they did though because they said we never sent pictures? Not true. We sent pictures I remember taking them and sending them and then discussing HOW they were hard to see... a hole... that wasn't lined up properly with black mesh covering the surrounding areas. So that was a lie. But the whole issue as to why  I even wrote a review was because the chaise bottoming out after 7 months, and I left the detailed review I did because each issue that occurred was because of the terrible construction of this couch. I wanted buyers to know what a pain the whole experience was. I have read reviews before where they talked about the third party shippers and other issues about customer service. That must have been in the past though because clearly they do not allow that now because it probably slowed down sales. And for good reason on  their part. Now no one will know until they end up like us with a piece of junk in their living room. I know there are good companies that stand behind their customers and want to keep their business. 


Sincerely,

***** ******

5/31/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Placed order to send elecrtonic gift card to friend (order# *********) on April 24th. Transaction was flagged as fraudulent, which resulted in a protracted support telephone conversation and the re-issue of order# ********* for a similar gift card. Multiple subsequent requests to re-send the card have not resulted in deliver. Online support has refused to refund the purchase, even though the card has not been received or redeemed. From online support conversation: William: ******, the gift card has been sent already and it is non returnable to cancel/deactivate and refund it. ... William: ******, it is an electronic gift card, Haven't you received it? Visitor: i have not received it; this was meant to be a gift to a friend, a thank-you. Visitor: I have asked him multiple times to check his email after my conversations with representatives of your company, and he has NOT received it. ... William: I'm sorry for the trouble, we will resend the gift card within 24 hours. Can I have the email address good to send the gift card? Visitor: if he has not received it after this much time and effort, I would like to cancel the card Visitor: i do not want it resent Visitor: something has clearly gone wrong in the process, we've tried this twice. Visitor: please cancel and refund the card. William: I'm sorry for the trouble, To help you with the cancel the order, I will forward this issue to a specialized representative and you will be contacted via phone or email within 1-2 business days.

Desired Settlement: Please refund the transaction.

Business Response:

To whom it may concern,

 

The customer placed an order on 04/24/2016 for a $200 Overstock.com Electronic Gift Card. The order was canceled by our Loss Prevention Department as they were unable to confirm some details regarding the order with the customer.

 

On 04/28/2016, the customer contacted us and confirmed additional details needed to proceed with an order. However, as their order was previously canceled, a new order needed to be placed. Consequently, our Customer Service Department assisted the customer in placing a new order for the $200 Overstock.com Electronic Gift Card.

 

On 05/16/2016, the customer contacted us and advised that the gift card hadn't been delivered. The customer confirmed that the email address we should have sent the gift card to was ***********************. In reviewing the order, it was confirmed that we did send the gift card to *********************** but that the email had "bounced". Therefore, we resent the gift card to the email address confirmed by the customer. 

 

On 05/24/2016, the customer contacted us about the gift card, and requested to cancel the order as they had been waiting a month for the gift card to be delivered, and it had not been received by the recipient. Because the gift card showed in our system as emailed, the cancellation request was sent to our Pay Support Department to further assist the customer.

 

On 05/26/2016, our Pay Support Department confirmed that the gift card was emailed to *********************** but bounced due to "Diagnostic-Code: Amazon SES has suppressed sending to this address because it has a recent history of bouncing as an invalid address". As the gift card wasn't delivered and bounced back, we were able to deactivate the gift card, and to issue the customer a refund in the amount of $200.00. The refund was issued on 05/26/2016 to the customer's American Express credit card account. The customer should allow 2-5 business days for the refund to post; however, if the customer doesn't see their refund, they may need to verify the posting time frames with their financial institution.

 

If the customer has any additional questions or concerns regarding their refund, we would ask that they contact us at **************, and speak with our Pay Support Department.

 

Sincerely,

 

Overstock

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *****

5/28/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a toddler bed on April 23, 2016. Received an email on 04/27/2016 stating that the bed had shipped and that I would receive it on May 02, 2016. When May 02, 2016 came and went I called overstock.com on May 07, 2016 @4:36 PM Eastern time and was told that they would trace the package with UPS, to make sure it was lost and send out a new bed. Today May 16, 2016 after not receiving a notification or a bed, I chatted with Todd under Chat ID# *************, and was told that I never called overstock.com and that he would start a trace on my package with UPS. The problem is a trace was never done, my card was charged, and I do not have a bed.

Desired Settlement: I want my bed. I would like a discount for having to wait nearly 3 weeks credited to my account. But most of all my 1 year old son needs a bed.

Business Response:

To whom it may concern,

 

The customer placed an order on 04/23/2016 for the Sesame Street 3D Toddler Bed by Delta Children. The order was shipped out on 04/26/2016 via UPS ******************. UPS updates the scans to show that the merchandise was picked up and in transit to the customer.

 

According to our records, the customer contacted Overstock on 05/16/2016, and reported that UPS had lost their package. Therefore, we advised we would need to initiate a trace to see if the missing package could be located. Consequently, the customer advised that they had contacted us previously, and that a trace should have already been initiated. In reviewing the customer's account, we were unable to locate any additional contact listed on the customer's Overstock account.

 

Overstock did contact UPS, as the scans stopped updating on 05/01/2016, and requested that a trace be initiated. UPS confirmed that they had two packages located in their Lost and Found that matched the description of the customer's package. They explained that the shipping labels had come off of these packages and so they would need to research with the Lost and Found Department to confirm if the one of the two packages might belong to the customer.

 

Overstock allows UPS a total of four business days to locate the item. If the item cannot be located, a replacement or refund is issued to the customer. Because UPS wasn't able to locate the package and deliver it to the customer within the four business days provided, we have requested that our warehouse ship out a replacement order. The replacement order number is *********. In addition, the customer was issued $33.00 in Club O Reward dollars; which are available immediately for the customer's use. The rewards will expire on 08/18/2016.

 

If the customer would like to further discuss the status of their order, we would ask that they give us a call at **************, and we will further assist them.

 

Sincerely,

 

Overstock

5/27/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: So last week I was online shopping for my granddaughter and great granddaughter for their graduation. When I went to Check out it asked if I wanted to apply to use a credit. I agreed and then put all my information in and hit apply. Overstock approved me for a $1000 credit line. I then placed my order, about 4 days later I went to check the order be it has been cancelled. So I call the number and am referred to the loss prevention team. After speaking to them they say they do not feel comfortable giving the credit to me. Well they already hit my credit report and then approved me. They had no reason to take it away, they didn't ask for me to confirm my identity or anything. Just simply said no. I think this is a horrible business practice and I will inform everyone I know about this. Now graduation is this week I have no credit line no order placed so no gifts and a lower credit score. I'm so unsatisfied with overstock.

Desired Settlement: I would like my credit that I earned by paying my bills on time to be activated also my order to be placed that they decided to cancel because they are uncomfortable.

Business Response:

To whom it may concern,

 

We have partnered with Comenity Capital Bank in order to provide our customers with a credit card that can be used exclusively on our website. However, Comenity Capital Bank creates and sends all credit card related materials: the credit card, billing statements, etc. They approve card applicants and take all the financial risk. Overstock.com only markets the card.

 

Consequently, as with any credit card that is used, orders placed with Overstock are still subject for review by our Loss Prevention Department. If our Loss Prevention Department feels that there is an issue, the order may be canceled or additional information may be required to process the order.

 

In reviewing the notes on the customer's Overstock account, the order was reviewed by our Loss Prevention Department, and they determined that the order should be canceled.

 

The customer contacted us on 05/21/2016, and was advised that she would need to use a different credit card for future orders, as we couldn't approve the order using the payment method selected.

 

We also spoke to the customer's granddaughter who was unhappy that her grandmother's credit had been "dinged". The granddaughter was advised that they would need to speak to Comenity Capital Bank in regards to this concern. We offered to provide the bank's telephone number, but the granddaughter declined to accept this information. It was explained to the granddaughter that their grandmother would need to establish a 6 months - 1 Year history with us, using a different credit card, and then we could reconsider allowing them to use the Overstock store credit card on our website.

 

The customer attempted to place an additional order, using the Overstock store credit card, after we had informed them that they couldn't use this credit card, and the order was canceled.

 

Please note: As shown in our Terms and Conditions, "we reserve the right to refuse an order from any customer in our sole discretion"; therefore, Overstock is not required or obligated to fulfill the customer's order simply because the bank decided to issue a line of credit to the customer.

 

If the customer does not agree with this decision, they can call our Loss Prevention Department at **************, and speak to a supervisor and have the matter reviewed.

 

Sincerely,

 

Overstock

Consumer Response:  
Complaint: ********

I am rejecting this response because: First of all it should read... We partner with a bank, if you apply for a credit card and are approved (by the way for $1000) then overstock can then use a personal judgement to decline your transaction still. Loss prevention was no help, I did ask them if I could send in my personal information as in (ID, SSN card, Drivers License) but the answer was no. So this is for overstock to deal with not the bank. The bank reviewed my credit and payment history and made a professional decision as to whether I was qualified for credit or not. Overstock turned around and made a personal decision, I say personal because you have no reason to cancel my purchase nor deny me the opportunity to clear up any fraud suspected activity. Therefore your decision has absolutely nothing to do with my identity nor my order, so really what is it based on. I bet nobody would apply for a card through you if you worded it as the truth. I applied for a card was approved and then Overstock decided "they" weren't comfortable with my purchase for ($316.00) if I wanted to use the whole $1000 credit I could. You asked me to use a different payment method when I applied for a credit card to purchase graduation gifts for all my grandchildren. Also I lost 5 points on my credit score (that I worked hard for) to apply for a credit card that is in all actuality no good to me. This issue is unresolved. 

Sincerely,

**** *****

5/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Order # ********* that I placed with Overstock is for a $2300 outdoor sofa set that was ordered and unfortunately poorly constructed in China. Quality is poor and Overstock will not take it back since we discarded the cartons that this unit came with. The wicker and cushions are poorly made and worse than this is the fact that I reviewed the product and Overstock will not publish the review because it would prevent other buyers from purchasing and getting suckered into buying this poor quality item. I am amazed that they sell such garbage!

Desired Settlement: Would like to return for a full refund and would like Overstock to deal honestly with their reviews. Hiding negative reviews only creates more problems

Business Response:

To whom it may concern,

 

The customer placed their order on 04/25/2016 Christopher Knight Home Carmel 7-piece Outdoor Sofa Sectional with Sunbrella Cushions. The furniture was on sale for $2, 064.59 at the time that the customer's order was placed.

 

On 05/07/2016, the customer contacted us due to the glass for the table arrived and was shattered. Therefore, we requested that the warehouse ship out a replacement glass top to the customer.

 

On 05/11/2016, the customer was provided with tracking for the replacement parts and asked to allow a few days for the tracking information to update on the carrier's website.

 

On 05/12/2016, the customer requested to return the item for a full refund. The customer was advised that they could return the item and provided with options to return the item using our return label or by returning the item on their own.

 

Consequently, the customer replied and advised that they didn't have the "cartons" because they were "water soaked" and did not have "useable boxes" to pack the item in for a return.

 

On 05/13/2016, the customer was advised that they would have to locate packaging to return the merchandise. In addition, the customer was advised that they could purchase packaging from U-Haul to return the merchandise.

 

On 05/17/2016, the customer notified us that they had reviewed the product, and advised that they were contacting the Better Business Bureau to let them know that Overstock was hiding negative reviews of our products.

 

On 05/18/2016, we emailed the customer and advised that it can take 3 Weeks for a review to be posted, as we need to make sure that it is appropriate, has no foul language, threats, etc. We explained that we have good reviews and bad reviews and that we in no way delete or remove bad reviews. 

 

We also explained that our return policy also states that when you purchase an item, that it must be returned in new or unused condition, and contain all original materials included with the shipment, and so they should be able to return the merchandise if they still had the boxes.

 

We also spoke to the customer and confirmed with them that they couldn't get boxes to return the merchandise, and would keep the item.

 

On 05/20/2016, we contacted the customer with an alternate option of having the merchandise picked up with a freight carrier. By having the merchandise picked up with a freight carrier, the customer wouldn't need to repackage the merchandise, as we could request a white glove pick-up. The customer has agreed to the return via a freight carrier.

 

Therefore, a return has been processed with a freight carrier by the name of ****. The customer has been emailed the paperwork needed for the return. The carrier will contact the customer to schedule a pick-up; however, if the customer doesn't hear from the carrier, we would suggest that they contact the carrier and schedule a pick-up. The carrier can be reached by calling ***************

 

Once we can confirm that the merchandise has been picked up, the customer will receive a refund in the amount of $2,064.59, to the payment method use for the order.

 

If the customer needs any additional assistance with this return, we would ask that they give us a call at **************, and provide reference # *************.

 

Sincerely,

 

Overstock

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** **********

5/17/2016 Problems with Product/Service
5/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a futon from Overstock.com on December 18 for $891.99. It was moderately comfortable as a couch but I didn't use it as a futon until an 83-year old friend slept over in April. She complained that it wasn't possible to sleep on. I went to look at it and found that it was shaped as a C and, in effect, no one could sleep on it. I contacted overstock.com because this was not the case of our misusing it or handling it roughly. I expected that they would provide me a non-defective futon or give me a refund. After many conversations and emails to their site that bounced back they offered me a $200 refund, which does nothing to compensate what I paid for this futon. I also found that a local sofa repair place could not repair it.

Desired Settlement: I can share pictures with the BBB of what this futon looks like. My first choice is a refund of the full amount that I paid. If that is not possible, I would take a store credit for the full amount to buy a different futon. They clearly know that this futon is not any good because it is no longer for sale on their website.

Business Response:

To whom it may concern,

 

The customer placed an order on 12/16/2015 Gold Sparrow Tampa Onyx Convertible Loveseat Sleeper. The order was delivered to the customer on 01/05/2016.

The customer contacted us on 04/25/2016 and explained that they had an overnight guest for the first time and that the foot of the item doesn't lie flat when using the item like a chaise lounge. Consequently, the customer was informed that there wasn't any warranty, and we would need to look into and see what options were available.  

Because the customer had the item for almost five months, it was determined that we could offer the customer a discount or Club O Rewards that they could use on our website. The offer was presented to the customer. The customer contacted us on 04/28/2016, to discuss the offer.

Because the customer did not find this to be an acceptable offer, we explained that we could issue a $200.00 discount to help with the repairs of the item. We located a repair center close to the customer and provided them with this information. The customer was also offered the option to return the item and it was explained that they can return this as a late return, but with these they are subject to a partial refund, which is determined by the warehouse once the item is received and inspected.

The customer chose to have the $200.00 discount issued but advised that they were not satisfied that the resolution would be sufficient in fixing the problem. The $200.00 discount was issued to the customer's Visa credit card account on 04/28/2016.

The customer also requested to speak to a manager in regards to their experience with the order. Therefore, the customer was contacted by a manager, and we requested pictures, to see if we may be able to look into more compensation.

The customer provided pictures and advised that the $200.00 wouldn't be sufficient to repair the item.

The customer was offered an additional $70.00 refund to keep the item as-is. We advised that if this was not acceptable, we could proceed with a return for a replacement.

The customer confirmed that they wanted to accept the offer to proceed with a return. Because the item is an Oversized Item, we advised the customer that the request would need to be forwarded to our Oversized Items Department. The customer replied that they no longer wanted to chat about this and wanted the highest level supervisor to assist them in getting either their money back or for the futon to be replaced at no cost to them. The customer was advised that they would need to call ###-###-#### to reach a supervisor regarding the matter.

The customer called in and spoke to a supervisor. The supervisor informed the customer that due to the amount of time that has passed, we can refund them in full as an in-store credit, if they could find a comparable item.

The customer was able to locate an item that they would like to purchase. Therefore, we issued in-store credit towards the purchase of the item. The customer used the in-store credit towards the purchase of the item they decided to purchase. Consequently, we deleted the remaining in-store credit of $195.71, and issued a refund in the amount of $195.71 to their Visa credit card account. The refund was issued on 05/11/2016. The customer should allow 2-5 business days for the credit to be posted; however, if they do not see the credit, they may need to verify the credit posting time frames with their financial institution.

If the customer needs any additional assistance with this, or any other matter, we would ask that they give us a call at ###-###-####.

Sincerely,

Overstock

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** *******

5/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was provided the wrong return information resulting in my rug being stolen off my porch because I was told to leave it out for the carrier which was never notified to do. Now i have been trying to get my refund and nobody wants to help and i have asked for a manager on chat 2 times and they refuse to honor my request.

Desired Settlement: just give me my money back

Business Response:

To whom it may concern,

 

The customer contacted us on 04/24/2016 and requested to return the Comtempo Circle Flourish Brown 4-piece Rug Set (As Is Item) because it was missing rugs and also arrived in poor condition. The customer return was processed with a return label; however, the customer was informed that a call tag was issued and that UPS would be picking up the merchandise. In addition, the customer was informed that they could track the return with return tracking number ******************. Return instructions were emailed to the customer.

 

On 04/27/2016, the customer contacted us advised that they had checked the return tracking, and that the scans didn't appear to have updated. The customer wanted to confirm if we had any additional information on this and  when their refund would be issued.

 

We replied to the customer and advised that we didn't show that UPS had picked up the merchandise and that once it was picked up they would be able to track the return with tracking number ******************.

 

On 04/28/2016, the customer contacted us regarding the return of the rug. The customer wanted to know if the rug had made it back to our warehouse and when they could expect their refund. After researching the issue, we found that we didn't arrange for a pick-up with UPS.

 

The customer responded that they put the rug out on their porch as they were instructed to do, and that because the rug was gone, they assumed UPS had picked it up; but as we had explained that we didn't arrange a pick-up, and the rug was now missing, the customer requested a refund, because this wasn't their error.

 

We advised we would need to forward this to a specialized department for review and they would follow-up with the customer in 1-2 business days.

 

On 04/28/2016, the customer called and spoke to a representative, and explained the issue. The customer was placed on hold while the representative spoke to their supervisor. When the representative returned to the call, they informed the customer that we would issue the refund.

 

On 05/01/2016, the customer contacted us for the status of their refund. The customer was advised that we were still working on the issue and that they would be contacted soon with an update.

 

The customer wanted to speak to a manager. The customer was advised if they wanted to speak to a manager, they would need to call our toll free number, and asked to be transferred to a manager.

 

The customer then posted their issue on Facebook. The customer was contacted back by our Social Media Department to discuss their concerns. The Social Media Department determined that the loss of the rug was due to our error and issued the customer's refund. The refund was issued on 05/01/2016, in the amount of $*****, to the customer's Visa credit card account. The customer should allow 2-5 business days for the credit to be posted; however, if the customer doesn't see the refund, they may need to contact their financial institution to find out their credit posting time frames.

 

If the customer has any additional concerns, we would ask that they give us a call at ###-###-####, so that we may further assist them.

 

Sincerely,

 

Overstock

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ******

4/30/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 3/14, I ordered an expensive dining room table from Overstock.com. They immediately charged the entire amount on my credit card and received an email from their customer care service the next day that the order would take 1-10 business days to process and then 1-4 weeks to ship. On Saturday 4/16, close to 5 weeks later, I emailed them asking where the shipment was. That I was highly dissatisfied that the status online still indicated "processing" instead of shipping and that I still did not receive a tracking number. They replied that someone from their warehouse would contact me within 1-2 business days. Today, Tuesday 4/19 late afternoon, I have yet to be contacted. So I went on their online chat to cancel the order and start a refund process. They are refusing to start the refund process because they want to receive confirmation first from their warehouse that the order can be cancelled. So not only I have no merchandise, no indication of an exact delivery date, no tracking number but they are also refusing to refund my money.

Business Response:

To whom it may concern,

 

The customer's order was placed on 03/13/2016 for the Portland Live Edge Honey Finish Dining Table. The item details show that the "this item is made to order. Shipping typically occurs within 1-4 weeks; however, please not that some orders may take up to 4-6 weeks." The estimated shipping timeframe for this item also shows the item can take 5-10 weeks to be delivered.

Based upon the information on our website, this item can take 1-6 weeks to ship out, and 5-10 weeks for delivery.

Consequently, on 03/14/2016, the customer received an email stating that the item is considered an oversized item, and that it could take 1-10 business days to ship out and once the item ships, it can take an additional 1-4 weeks to be delivered.

On 04/16/2016, the customer contacted us and requested to know why it was taking so long. Overstock replied and apologized for any misunderstanding and explained that this item is shipped by a freight carrier and takes 4-6 weeks to deliver. Because the order was still processing, the issue was forwarded to a specialized representative to check on the shipping status of the order.  

On 04/19/2016, the customer contacted us and we explained that the item is made to order, and shipping typically occurs within 1-4 weeks and may take 4-6 weeks. The customer decided they wanted to cancel the order and for a refund to be issued. The customer spoke to a supervisor after the Customer Service representative explained that they wouldn't be able to cancel the order or issue a refund.

The supervisor contacted the warehouse and requested to cancel the order. The warehouse confirmed that they could cancel the order. Therefore, the customer's order was canceled on 04/19/2016, and the refund was issued in the amount of $********. If the customer doesn't see the refund, they may need to contact Visa to verify the credit posting timeframes.

*** Please note, that the information listed on our website is the definitive source that is used to determine the shipping and delivery timeframes. However, we understand the confusion was caused by an email sent by Overstock, and would like to convey our apologies to the customer for the email they received that provided the incorrect shipping and delivery timeframes.

If the customer has any additional concerns or questions regarding the status of their refund, we would ask that they give us a call at ###-###-####, and we will further assist them.

Sincerely,

Overstock

4/28/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My mother ordered something from overstock.com in December. My mother had a stroke and ended up in the hospital while the delivery was being attempted. I tried to call to cancel the delivery because I had no idea how long she would be in the hospital. I was told they needed to speak to my mother, who couldn't speak. I waited to see if she would recover from the stroke. She did not, and she ended up passing away on March 13,2016. I tried to cal overstock.com requesting a refund, because it was never delivered. I have been in charge of my mothers finances since December 21st, and I have not once seen a refund from overstock.com. I did see the original charge from them on a credit card statement for somewhere around $1600-1800. I don't quite remember. I spoke to a rather uncaring representative when I called yesterday. She said she definitely saw a refund for $1600 but she could discuss it with me because I'm not on her account. She couldn't tell me when or how. I then asked how do I go about discussing this with you. I was told I needed power of attorney. Which I told her it was null and void once a person passes. Then she said I needed to log into her account and put my name on. Since my mother is no longer here to ask, I don't know her login info. I then told her I was her personal representative of her estate. Still no. So I asked for a supervisor, in which I was placed on hold multiple times and he said he didn't know how to handle this and he would call me back today. Well, no phone call has been made, and I don't have time to be messed around with. I need to know if and when the refund was given, proof of that refund. And if it wasn't, the refund check can be written out to her estate.

Desired Settlement: Proof of refund to her credit card or a REFUND if it was never issued.

Business Response:

To whom it may concern,

While we understand that ****** ******'s mother has passed away, we don't show that she is currently listed as an authorized user on her mother's account, and no documentation has been provided showing that the customer has passed away.

Therefore, to further assist ****** in confirming the refund details, she will need to provide us with a copy of the customer's death certificate. For additional details on how to proceed, ****** should give the Executive Relations Department a call at ************, and ask to speak to Melody R. She will need to provide order # ********* when contacting us.

Sincerely,

Overstock

Consumer Response:
Complaint: ********

I am rejecting this response because:

I asked several times to both the customer service representative and the supervisor...how do I become an authorized user on this account. How do I go about becoming able to discuss this matter with you. At NO time was I offered a resolution of providing a death certificate. All I got was repeated to me...we can't speak to you because you are not an authorized user. We can only speak to the account holder. Okay, how do I do that?  Then I was told I must have power of attorney, which is null and void at her death, or I could log in to her account and put my name on her account. Why was the death certificate never offered to me. The supervisor didn't even have a clue what to do. He said he had to speak to some of his "colleagues" and he would call me back the next day. Of course he never did, so I had to call, in which he again told me he just wasn't able to discuss this with me. No resolution offered whatsoever. So please don't make it seem like it's just that simple...just provide a death certificate.  That was never once offered to me. Otherwise, of course I would have sent it.  I was treated rudely by your sorry excuse of representatives and supervisors. They need to have a better protocol. So now begs the question, where do I fax this certificate and how do I get ahold of whoever I am supposed to. 

Sincerely,

****** ******

Business Response:

To whom it may concern,

 

Please convey our apologies to the ****** for the delay in resolving this issue. We are currently unable to confirm why she wasn't provided with the option to provide a death certificate in order to resolve this matter. We are looking into this and working to ensure this issue doesn’t happen again. We also apologize for any misinformation or poor customer service given by any representative of Overstock.

 

So that we may proceed in assisting ******, we would kindly ask that she fax a copy of the death certificate, to ###-###-####. Please provide a cover letter and include order # *********. In addition, please attention the cover letter to Melody R. (Executive Relations).

 

Once the fax has been sent, ****** will need to call 1.************, and ask to speak to Melody regarding the issue. She will also need to provide order # ********* when contacting us.

 

We look forward to speaking with ****** and in resolving this matter with them.

 

Sincerely,

 

Overstock

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is finally satisfactory to me.

Its still absolutely ridiculous that I had to wait almost two weeks for one answer, and complain to the better business bureau to even get help.

As the personal representative of my parent's estate, every other company I have dealt with has been kind and compassionate.  All except for overstock.com, which became utterly time consuming and upsetting. I really hope "josh the supervisor" is given better protocol, along with the rest of the face of your company.

I should have been given to the executive relations department in the first place, and told to provide a death certificate,  instead of being given the answer, I'm sorry I can only speak to the account holder(who is dead, thanks for reminding me josh)

When I spoke to Rose in executive relations, she was very nice and immediately got to the bottom of everything.  It really didnt have to be that hard.  Thank you Rose for being a decent human being at this company.


Sincerely,

****** ******

4/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In the last month I have made several orders from overstock for furniture for my business due to open in a week. My last two orders were cancelled for unknown reasons. I reached out to overstock and they claim my account can no longer be used due to an unreturned item from 2012. They claim they reached out to me, but the only call I have ever gotten from overstock was one recently regarding the cancellation. I have made several subsequent orders from 2012 at which point they should have cancelled those orders so that the issue could be resolved in a timely manner. Instead they waited 4 years later. I do not have the defected item that they are referring to. According to the advertisement listed on the website you get 5% back on purchases. The rewards was one of the reason why I made my recent purchases from overstock. I also joined their rewards for $20 this month which was purchased with the last two orders, but was conveniently not cancelled although my account was "shutdown" I have earned $9.71 which they are taking away due to their negligence in communication.

Desired Settlement: I would like my earned $9.71 club o rewards that I earned fairly after spending approximately close to $1,000 on merchandise from overstock. I would like for my account not to be cancelled. If my account will be cancelled, I want my $9.71 and my $20 back for the rewards membership.

Business Response:

To whom it may concern,

 

The customer purchased the Black Zebra 12-piece Bed In a Bag with Sheet Set on 11/29/2012. The customer used Bill Me Later to pay for the order.

 

The customer contacted us on 12/11/2012 and advised the item arrived defective. Therefore, we shipped out a replacement bed set to the customer. The customer was advised that they would need to return the original item; otherwise we would charge them for the replacement within 30 days.

 

On 01/11/2013, and automated email was sent to the customer, and we advised that we hadn't received the defective item back, and so we would be charging the customer for the replacement bed set they received, in the amount of $119.99, if the item wasn't returned by 01/18/2013.

 

On 01/19/2013, our Pay Support Department attempted to contact the customer due to the replacement charge failed, and requested that the customer contact us so that we could assist in getting this matter taken care of. The customer didn't reply and so a request was sent to our Loss Prevention Department to close the customer's account until the customer paid for the additional bed set received.

 

On 01/28/2014, the customer contacted us and advised that they never go the chance to return the original/defective item back to us. The customer wanted to know how to return the defective merchandise. The customer was provided with return labels. Consequently, we don't have any records showing that the customer used the return labels to return the defective merchandise.

 

According to our records, the customer placed three orders in 2014 and an additional four orders in 2016. There weren't any issues with the orders and were processed and shipped quickly.

 

On 04/11/2016, our Pay Support Department found that the customer's orders shouldn't have been processed, due to the outstanding balance owed for the replacement bed set that we shipped to them. Therefore, they proceeded to cancel the customer's orders.

 

***We have reviewed the notes on the customer's account and the order history. Based upon the information on the account, we have decided to make an exception, and reopen the customer's account. Any orders that have been canceled, will need to be reordered, if the customer wishes to receive these items.

 

In the future, if the customer receives a replacement order, they will need to ensure that the original order is returned or the replacement item has been paid for. If the original item isn't returned or the replacement item hasn't been paid for, the customer is subject to having their account closed, and will not be able to reorder with us until the matter has been taken care of.

 

The customer's $9.71 reward dollars are available and can be used on a future order with us.

 

Sincerely,

 

Overstock

4/21/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Overstock.com consistently falsifies retail pricing of items in order to insinuate that the consumer is getting a significantly discounted item, when they are not. I went to overstock.com and filled my cart with several beauty and haircare items. Each item advertised as being significantly discounted (50% or more). However, upon looking up the items themselves, I realized that overstock.com was selling the items for FULL retail but claiming, the retail price was actually double and the consumer was receiving a significant discount by purchasing the items from Overstock instead of the brand itself or other reputable retailers. For example, one of the of the items I selected is the Bumble and Bumble Surf Spray 4 oz bottle. On overstock.com it is listed at $29.49 with a "other retailer" price of $56.58 (http://www.overstock.com/Health-Beauty/Bumble-and-bumble-4-ounce-Surf-Spray/7942650/product.html) - or a savings of 48% if I purchase the item from them. However, if you go to Bumble and Bumble's own website, the item is listed at $27.00 - this is without any discounts, sales or promotions. (*******************************************************************************************) After contacting both customer service via chat and phone call (phone call reference # ************* ) I was told first that Overstock.com did not have the ability to verify retail costs because of manufacturer and warehouse difference. This completely negates what is written directly on overstock.com. According to their own website "The "At other retailer" price represents an actual price in the marketplace of an identical product which has been verified within the last 90 days. We have included the shipping cost in the "At other retailer" price with shipping to a central US zip code." Not only does overstock.com have the ability to check pricing regularly in order to assure fair pricing, they claim they do this regularly. Additionally, a brand name item, such as the bumble and bumble surf spray in question, is only produced by one manufacturer. There should be no differences in cost of production. After requesting a manager several times and refused or ignored, I ended the chat and called customer service, hoping that speaking to a real person would be more helpful. Perhaps the chat customer service representative simply didn't understand what I was trying to explain. Customer service researched my claims and saw exactly what I did, that overstock.com was advertising the retail price as near double what the manufacturer themselves was selling the items for on their own website. Then I was told that the overinflated price was actually provided to overstock.com via the brand itself (in this case Bumble and Bumble) again, this makes no sense, because this product is not discontinued and is manufactured and sold regularly at one price point (unless being sold via a discount retailer such as overstock.com). Myself, the consumer has no reason to believe Bumble and Bumble would TELL a retailer like overstock.com that the suggested retail price was double what Bumble and Bumble themselves (and every other retailer who carries this product) sells the items for. I was told there was nothing they could do and that they simply were doing what Bumble and Bumble told them to. THEN I was told that perhaps the item ONCE was sold for $56 price and since has gone down in price, but overstock.com never was told the price changed. Again, this clearly negates the claims via overstock written on their own website, that they verify prices every 90 days At this point there is zero accountability and these manipulative and deceptive business practices needs to be corrected and documented with the BBB. Please see attached screenshots of my chat with customer service and reference the customer service phone call which was recorded.;

Desired Settlement: I would like Overstock.com to both change the falsified retail prices of their items to the correct price, thus allowing the customer to make a fully informed purchase as well as allow me to purchase the items I originally intended to purchases with the discount they claimed I was receiving. For instance: ITEM# 15317107 was advertised as 48% off retail, so I would like to purchase that item for exactly 48% off of the retail price, not the fraudulent retail price they claim.

Business Response:

To whom this may concern,

We would be happy to offer the customer the requested 48% discount off of the Bumble and Bumble 4 ounce Surf Spray.  However, we disagree that the pricing has been “falsified.”  The webpage http://www.overstock.com/Health-Beauty/Bumble-and-bumble-4-ounce-Surf-Spray/7942650/product.html?refccid=LUTL3XXB756YQUKCF2YJZ7LOHI&searchidx=0 has a clearly marked hyperlink titled “At other Retailer” which pops up with a definition of what “At Other Retailer” means.  The definition is on the same page of the product so our customers do not have to navigate to a difficult to find place on our website.  The hyper link states, "The "At other retailer" price represents an actual price in the marketplace of an identical product which has been verified within the last 90 days. We have included the shipping cost in the "At other retailer" price with shipping to a central US zip code.”  Nowhere does it state that this is the Bumble price or that it is the cheapest price as the customer suggests.  The customer may be confused about the listed information or may not have read the clear and easily accessible definition.  Unlike most retailers, Overstock does have a team of analysts who verify the “At Other Retailer” price and ensures that the price includes shipping costs.  Consequently, the reference pricing is accurate and correct, and not falsified in any manner. If the customer would like to take advantage of our offer of 48% off of the Bumble and Bumble 4 Ounce Surf Spray, they can contact our Executive Relations at ###-###-#### and ask to speak with Carly T.

Sincerely,

Overstock

Consumer Response:
Complaint: ********

I am rejecting this response because:



Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. ONLY if this offer applies to all three items I had in my cart, all of which had suspicious discount claims, the Bumble and Bumble Surf Spray was merely an example of several items I suspected had inflated claims of discounts (as clearly stated in my claim). The items in question are the Surf Spray, Creme de coco shampoo, and thickening conditioner. 

Secondly, I wanted it documented in this complaint in writing that I did not MISUNDERSTAND or MISREAD Overstock.com's policy on pricing. I know fully well the statement on your website claims the suggested price is a price that exists somewhere (although, I have yet to find these items at such a high cost anywhere through my own research). I had both a chat conversation (which I have a full screen capture of) as well as an hour long phone call (which was recorded) with customer service and while both customer service representatives offered different explanations (one saying overstock.com didn't actually have any way to verify prices of any given item from outside retailers and one of which saying the price marked was supplied to them from Bumble and Bumble corporate directly) Neither of which said what you have said in this claim. By claiming I merely misunderstood, is not taking accountability for the misrepresentation by Overstock.com and of not one, but two customer service representatives. 

Sincerely, 

**** *****

Sincerely,

**** *****

Business Response:

To whom it may concern,

To clarify, Overstock would be willing to grant a 48% price concession on only the Bumble and Bumble Surf Spray as a professional courtesy and not as an admission of wrongdoing.

As indicated in our previous response, the website clearly explained the basis for the reference price. Our customer service do their best to politely resolve customer concerns, but the website disclaimer is still the definitive source on the definition of the reference price.

If the customer would like to take advantage of our offer of 48% off of the Bumble and Bumble 4 Ounce Surf Spray, they can contact our Executive Relations at ###-###-#### and ask to speak with Carly T.

Sincerely,

Overstock

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4/20/2016 Delivery Issues | Complaint Details Unavailable
4/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: -ordered product at a very good price 4/5/16 -order shipped 4/6/16 per website and email communication -on 4/11 no updates on tracking website so i reached out to customer service rep. rep ensured order was shipped and stated that tracking # was really a delivery confirmation number so probably would not update until delivery. -on 4/13 received communication that order had not shipped due to product out of stock and would be fully refunded -since ordering and as of 4/14 product has been showing in stock but at a much higher price. -on 4/13 called CSR for better explanation but received no clearer information there's just something wrong about overstock.com's business practice. the timing and explanations of events do not line up. out of stock reasoning just seems like an excuse not to fulfill the original order at the better price especially since the product still remains in stock.

Desired Settlement: i expect overstock.com to fulfill my order at the original order price.

Business Response:

To whom it may concern,



The customer placed an order for the EAR FORCE XO FOUR STEALTH. The headphones are described as Turtle Beach headphones. The customer purchased two of these headphones. The price the customer paid for two headphones is $80.68.



On 04/11/2016, the customer contacted us regarding the tracking status of their order, and spoke to a Chat Customer Service representative. The customer was advised that the order was shipped out on 04/06/2016 via USPS.



On 04/13/2016, we sent an email to the customer and advised that there was an error and that even though tracking was provided, the item wasn't shipped. The customer was issued a full refund in the amount of $80.68, on 04/14/2016, to their PayPal account. 

 

***According to Overstock's Terms and Conditions, we reserve the right to cancel your order at any time before we have accepted it and we may rescind our acceptance and cancel your order where there has been an obvious error in price or where the product is no longer in our or our third party fulfillment provider's inventory.

 

In addition, the Terms and Conditions state that where a product's correct price is less than our stated price, we will charge the lower amount when dispatching the product to you. If a product's correct price is higher than the price stated on our Site, we will normally, at our discretion, either contact you for instructions before dispatching the product, or reject your order and notify you of such rejection. We are under no obligation to provide the product to you at the incorrect (lower) price, even after we have sent you an Order Confirmation or a Shipping Confirmation, if the pricing error is obvious and unmistakable and could have reasonably been recognized by you as a pricing error.

 

In reviewing the price of this item on our competitor's web sites, we see that to purchase this item as new, the price is $99.99 on their web sites. Therefore, this was considered an obvious and unmistakable error, and the customer's order was canceled, and the price was corrected on our web site. As stated in our Terms and Conditions, we are under no obligation to provide the product to the customer at the incorrect (lower) price.

 

Overstock will not be providing the customer with the incorrect (lower) price and if the customer would like to shop with us, they can contact us at ###-###-####, and we will assist them with the purchase of the headphones for the current price of $96.96.

 

Sincerely,

 

Overstock


Consumer Response:
Complaint: ********

I am rejecting this response because:

none of the three CSR contacts mentioned a price mistake.  the 4/13 voice mail (which i have attached) states and confirmed by CSR on 4/14 that it was an out of stock issue. why would front line representatives of the company lie to consumers?  were they instructed to do so by upper management?  the CSR from 4/14 made mention of a corporate email in which she refused to relay to me other than orders were to be cancelled.


and if it were a price mistake, this would have been known pretty fast and why wait 10 days to communicate a lie to a customer.  

i have to open a complaint with the BBB.org to find out for the first time it was a price mistake and NOT an out of stock issue?  because the item was always still in stock, i knew from the beginning that was not the issue.  i strongly feel there's something unethical about this situation.  consumers deserve to know the truth immediately.

sure, they can hide behind their policy about errors but where does deliberate lying to consumers fit in?
  

Sincerely,

***** ******

4/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am returning a unopened cuisinart griller to overstock and they promised me a full refund but now want to charge me $20 to return it

Desired Settlement: Just want to return the item with no cost to me

Business Response:

To whom it may concern,

The customer purchased the Cuisinart GR-4N 5-in-1 Countertop Griddler, on 04/04/2016, on Walmart's web site, using the following link: http://www.walmart.com/ip/Cuisinart-GR-4N-5-in-1-Countertop-Griddler/49824250. This item shows that it is sold by Overstock as shown in the attached screen shot.

The return policy is also available for this item on Walmart's website. In order to review the return policy for this item, customer's need to select the link located next to the information about who the item is sold by. A screenshot has been provided that shows where to click for the return policy.

The return policy shows the Overstock return policy; which is shown in the attached screenshot. The return policy shows the following:

You can initiate a return for most new and unopened items within 30 days of delivery for a full refund.* You must return items in new or unused condition with all original materials included with the shipment. We must receive your returned items at our processing facility within 45 days of delivery. We inspect all returned items and award a partial refund for opened or used products. If the return is a result of our error or defective product, we will refund the full cost of the merchandise and shipping charges. If you initiate a return after 30 days, a partial refund may be issued depending on elapsed time and condition of merchandise.

According to the return policy, we will refund the full cost of the merchandise and shipping charges if the return is a result of our error. This means that if the item is returned for any reason that isn't due to Overstock's error, the customer is responsible for return shipping charges.

On 04/06/2016, the customer contacted Overstock and requested to return the merchandise. The customer explained that they were looking for a larger item and that the one received wouldn't fulfill their needs. Therefore, because the request to return the item wasn't due to Overstock's error, the customer was informed that they would be responsible for the $19.49 return fees.

The customer replied and advised that they weren't paying to ship back the item and were told that they would receive a full refund.

The customer was informed that they could return the item on their own and a refund would be issued once the item was inspected by our returns facility.

***Our records don't show that the customer was advised that they would be issued a full refund. Consequently, if the customer doesn't agree with paying the return shipping fees, they will need to call **************, and further discuss the matter with the department that handles returns associated with Walmart.

Sincerely,

Overstock

Consumer Response:
Complaint: ********

I am rejecting this response because: the item was not advertised correctly therefor it is the error of Overstock. 

Sincerely,

****** ********

4/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Feb 20, 2016 I placed an order with Overstock.com for a Woodcrest Heartland Futon Bunk Bed. Our first issue was with the delivery. By following the tracking information, we realized that our first bed was rejected by the delivery company due to damage to the bed. At no time were we contacted by overstock, the company ( YRC )that transported the bed from the overstock warehouse to the delivery company ( Reliable Delivery). Upon seeing the rejected bed through the tracking information, I then contacted overstock to inquire, and we decided to have another bed shipped out to me. Again through the tracking we noticed the 2nd bed arrived at Reliable Delivery on March 16th. I then waited till the following Monday without any contact from anyone. March 20,2016 I contacted YRC the freight company to see what was the issue, they contacted Reliable Delivery and patched me through. Apparently the 2nd bed was damaged as well. I want to stress the fact that at no time did either of these companies try to contact me. Reliable Delivery was waiting for a decision from their corporate office as to whether or not to deliver me the bed. I was immediately upset. I asked why I had not been contacted, this time or the 1st time there was an issue. Upon talking to the manager there we discussed the damage and I was willing to accept the surface damage. There was no structural damage that would effect the stability of the bed. Due to the fact that I had been waiting now a month for this bed, and they couldn't get delivery to me for another two weeks, I chose to drive over an hour to pick up this bed for myself. Then I could physically inspect the damage in person. Now for issue two. Upon getting the bed home and unpacked we realized that there was some hardware missing to assemble the bed , the instructions,and we were missing the drawers underneath the futon. I went to Menards and bought the necessary nuts and bolts to assemble the bed. I contacted Overstock Large Items Department Saturday March 26th with concerns over the missing instructions and the missing drawers. We ended up figuring out how to assemble the bed. Monday I received an email stating that the bed drawers come as an option. I have a copy of the original product description at the time I placed the order. Now when you visit overstock.com and look at the product description it states the drawers are an option. How can they change the wording on the website from Saturday saying the drawers were included, to Monday saying they are an option? If you were to try and place this bed in your cart, there is no option to add those drawers. Upon contacting overstock again, the gal on the phone would just tell me that they are an option, and I could place an order for the drawers, which would then cost me $350.00 I have emailed customer service again telling them that I fully expect them to ship me the drawers to complete this bed, included in that email is a picture or the original product description as it was when I placed the order on Feb 20th. The customer service department was gracious enough to credit my account $150.00 for the trouble of having to drive and pick up the bed myself. This is false advertising, and clearly a bait to get me to spend more money with their company.

Desired Settlement: I fully expect the delivery of the drawers that go underneath the futon bed. At no extra cost from me.

Business Response:

To whom it may concern,

The customer placed an order on 02/20/2016 for the Woodcrest Heartland Futon Bunk Bed. The picture of the item shows that there are drawers underneath; however, in the details of the item, listed on www.overstock.com show that the optional drawers are sold separately. We have attached a picture showing the details for this item.

The customer contacted us on 03/03/2016, and advised that the tracking reflected that the shipment had been refused by the carrier due to damage. We issued the customer a $50.00 in-store credit for the inconvenience and assisted the customer with a replacement order. The replacement order was shipped out on 03/14/2016.

The customer contacted us on 03/23/2016 to notify us that the replacement bed was also damaged and that she would be picking the item up directly from the carrier on 03/25/2016.

On 03/25/2016, the customer picked up the bed, and found that the damage was a small scratch. The customer was issued $150.00 discount to keep the item as-is. We advised the customer that this was a picture shown on EBay's website. Consequently, we also explained that we would work to get the drawers and have them shipped to the customer.

The customer contacted us after opening the bed as they were unable to locate instructions or the drawers for the item. We responded to the customer and advised that the drawers weren't included in with the bed and came "as an option". The customer provided us with a photograph showing that the drawers were included with the bed and didn't show that they were sold as an option.

We reviewed the picture the customer provided and found that this wasn't a picture from the www.overstock.com website; however, this photograph was on EBay's website for the Overstock store that we have listed there.

On 04/04/2016, we were able to place an order with the warehouse for the drawers. The order number for the drawers is *********. The order is currently processing with the warehouse. The drawers can take 1-10 business days to ship out of the warehouse. Tracking will be provided to the customer, once the drawers have shipped out.

Sincerely,

Overstock

Consumer Response:
Complaint: ********

I am rejecting this response: In the response given from Overstock.com they Continue to suggest this was a problem created by me; which is not the case. The photo submitted was the exact description from Overstock through EBay. The issue, is that when I purchased this bed, the description read what was posted on eBay. I also reached out to overstock and inquired about the mattresses and was told then the drawers were included. When I inquired about this on Saturday evening, after reading the entire description over the phone to the Overstock Rep he said that they would check into this. When I was emailed their response on Monday telling me these drawers were an option, I went back to their website and the bed description was changed. When I was called after Overstock received my complaint through the BBB, the woman told me that they had a right to update their website as needed. I believe all our conversations were recorded. She also stated that she would be contacting eBay to update their website to the change as well. Overstock emailed me that the drawers were ordered and would be shipped to me. I have since received an email confirming an order for these drawers placed on April 4, 2016. I will be completely satisfied with an explanation to why the bed description was changed, and when the drawers are actually in my home, with no extra cost to me.

Sincerely,

****** ****

Business Response:

To whom it may concern,

 

We would like to extend our apologies to the customer, if they feel that we were implying that the problem was caused by them, as this wasn't our intention. When a claim is submitted to the Better Business Bureau, Overstock is only required to provide the facts, regarding the reported issue. We have provided the facts below, according to our records.

 

The customer ordered the Woodcrest Heartland Futon Bunk Bed on 02/20/2016. There were issues with the original order and a replacement was shipped out. The customer picked up the replacement bed, directly from the freight carrier, on 03/25/2016.

 

On 03/25/2016, the customer contacted us to advise that the drawers were missing. The Customer Service Representative advised that they would notify the warehouse that the drawers were missing and request that the drawers be shipped out.

 

On 03/28/2016, the warehouse advised that the drawers did not come with the bed, and needed to be ordered separately. The customer was advised that the drawers do not come with the item. The customer disagreed and stated that the web site did say that the drawers came with the item before she ordered it, and that the web site was changed after their order was placed.

 

On 04/01/2016, the customer provided Overstock with a picture, where the description showed that the drawers were included. Consequently we researched and found the picture provided to us by the customer wasn't a picture from the Overstock.com web site.  We found that the picture provided was from Ebay through the Overstock store that we have listed there.

 

Overstock sells merchandise on http://www.overstock.com/ and on http://stores.ebay.com/overstock/. We maintain records that show when the price or description has been changed on an item. We have reviewed our records and we don't show that the description was changed on the Overstock website. While the customer was informed by a representative that according to our Terms and Conditions, we have the right to correct our errors, this didn't occur with the item that was listed on the Overstock.com web site.

 

We aren't able to verify that the customer was informed that the drawers were included with the bed, as our records only show that the customer reported that they did not receive the drawers, and that we have been working with the customer to try and resolve this matter.  

 

Our Oversized Items Department has been working with the customer to have the drawers sent out, at no additional charge to the customer. We have provided a copy of the order for the drawers, showing that the drawers were ordered, at no additional cost to the customer. The customer can locate this information when they log into their Overstock account, and review their order history.

 

According to our records, the drawers were shipped out on 04/11/2016, via a freight carrier named YRC. The tracking number associated with the drawers is **********. The freight carrier will give the customer a call approximately 48 hours prior to delivery to arrange a delivery time. The customer can view more detailed tracking information by visiting ************************************************************************************************************************************************** or by calling ###-###-####, Option *, Ext. *****.

 

If the customer has any additional questions or concerns, we would ask that they give us a call at ###-###-####, so that we may further assist them.

 

Sincerely,

 

Overstock

4/12/2016 Problems with Product/Service | Complaint Details Unavailable
4/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a living room set from overstock.com. Upon delivery it was noted that this was not the color I had ordered.It was also much smaller and very cheap in materials and manufacturing. The cost of this order was 1300.00. It also had to be put together which I had never seen before of a living room set. The backs of thefurniture slid onto the base. Very different and unacceptable in my eyes. I chose to return the items after just viewing the loveseat. No other items were even opened from the boxes. I had the delivery men take them back with them which they agreed looked nothing like the picture on the website.I then proceeded to text overstock.com which 5 times I was disconnected during our chat .I can verify that through Verizon. They told me they would accept the return but I would be billed 233 dollars for delivery despite my refusal of the items.At that point the woman I was chatting with disconnected the call as she said it took me too long to respond. I then called overstock and was referred to 2 different associates who stated that I owed the money for the shipping despite my refusal of the items.

Desired Settlement: I do not feel I should be liable for shipping charges due to the fact the item I wished to purchase was pictured and not sent . Overstock stated the picture was not always what you get. They stated I should have selected options and not gone by what was in the picture on the order form. I feel that if I didn't get what was pictured and also was dissatisfied when it arrived on the size and color I should not be charged for anything. I believe its false advertising.I received nothing and they want to charge me 233 dollars??

Business Response:

To whom it may concern,

 

3/20/2016 – the customer ordered the Jagger 3-piece Corduroy Fabric and Leather Set in Chocolate Two-tone Sofa Loveseat Chair Set.

3/31/2016 – the customer contacted our customer service stating that she refused the shipment because the wrong color of set was sent to her. We asked the customer what she received and she stated that she received the chocolate color. The chocolate color is what the customer ordered however she said that she ordered grey. We do not have a grey set on site. Because the incorrect color was ordered, we do require the customer to pay the return costs. Here is a link of our Oversized Items return policy below.  

https://help.overstock.com/app/answers/detail/a_id/2/c/1

In reviewing this, the customer was provided with the incorrect return cost. The return cost is $178.00. This case still remains open and our customer service is still assisting the customer at this time.

 

Sincerely,

 

Overstock

Tell us why here...

3/29/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a ceiling fan light and only got a light, when I contacted them they were going to send the missing parts, then they said they didn't have them and would send a new one and I replyed that I wanted one with a fan. I got one exactly like the other one. When I contacted them again the representative said it was the light only. I received a shipping label at no charge from them for the first one but when I asked for a shipping label for the second one they were going to charge me 10.00. I said I was going to contact the att. general they changed their minds. The picture and description on the web page shows a fan and says fan light. Part# ********

Desired Settlement: All they have to do is change the description and picture and they won't have this problem thank you

Business Response:

To whom it may concern,

The customer ordered the Progress Lighting Madison Collection 3-light Antique Bronze Ceiling Fan Light on 03/06/2016. The description of the item shows that the "universal style lets you use with any indoor fan that accept an accessory light". The picture shows a close-up of the light and you can also see the fan blades attached to the light.

We understand that there was some confusion because the item is labeled as the Progress Lighting Madison Collection 3-light Antique Bronze Ceiling Fan Light and the picture shows a light that has fan blades attached to it. However, we have confirmed that this is an accessory light only and the fan blades aren't included.

We thank the customer for bringing this to our attention. The information provided has been sent to the correct department, to review the listing, so that this matter can be addressed accordingly.

Sincerely,

Overstock

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *****

3/23/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: First time using Overstock.com, they give a pop-up with 10% discount if you sign up for mailing list. Fine. I did, then I searched and found something I wanted to buy, when I went to check out, another pop-up saying I would get a 10% discount if I applied for their card, so I did, why not, 20% sounds like a good thing. After they ran my credit and impacted my credit score on checkout I only see 10%. I went to chat, customer support was short, somewhat rude, and unhelpful, and even tried to cut me off asking me if there was anything else I wanted after he said "you cannot combine discounts". I told them, if you offer a discount, DO NOT offer a 2nd discount because this is tricking new customers into believing they are getting a 20% discount plus they impact your credit score. And unlike Amazon, which they would have happily given me the 20% they pushed me away and said sorry, no can do. Very bad customer support and false advertisement in my book!

Desired Settlement: I would like to be honored both discounts AND they need to not advertise both discounts on same visit of their website, VERY BAD practice. I'm sure you will understand where I'm coming from.

Business Response:

To whom this may concern,

Unfortunately, one of our policies is that we are unable to combine coupons and promotions. Below I have left a link to our terms and conditions for our coupons and promotional code help.

https://help.overstock.com/app/answers/detail/a_id/16

Since then the customer has requested to cancel the order which we were unable to do since the order shipped. On 3/22/2016, customer service rerouted the package to our warehouse. The customer will be receiving a full refund once the item arrives to our warehouse. The customer should expect an email from Overstock outlining their refund and therefore the issue will be resolved.

Sincerely,

Overstock

Tell us why here...

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 


BUT they need to not offer 2 discounts on first order IF you cant combine them.  Its simple math here.  2 discounts on first order but you can only use one?  Why bother to offer the 2nd one and trick the customers?

Correct me if im wrong, but it makes NO SENSE to me...

Sincerely,

******* ******

3/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a Croc 2 Turbion Flat iron and they sent a Croc turbo instead. When I contacted them about the issue I was informed the item I originally ordered was now not in stock. I found a flat iron I would take a replacement which is the FHI Heat Platform Professional Ceramic Tourmaline 1-inch Flat Iron There is a slight price difference and I wanted the warranty as I purchased on the flat iron I originally wanted. Ashley told me they don't do exchanges. I asked her how were they providing me good customer service for their mistake. Were they going to offer me money or a percentage off to meet the difference if I wanted to purchase my new flat iron. Nothing, she didn't aplogize after I stated this nothing. I felt as if my purchase no my business mattered. We sent you the wrong flat iron that you paid for, and we don't have it. Just send it back and be done with it we can't help you is what I got. The chat ref number is *************.

Desired Settlement: For them to offset the price difference of the FHI heat platform Proff Ceramic Tourmaline 1-inch flat iron. An a better customer service experience.

Business Response:

To whom this may concern,

3/11/2016 – the customer contacted us stating that she ordered the Turboion Classic (Croc2) Titanium Wet to Dry 1-inch Flat Iron however we shipped her a “tubo croc “. We advised the customer that the product that she ordered is now out of stock and we would have to issue her a refund since we were not able to re-ship the product.

3/14/2016 – the customer emailed customer service stating she was upset because of the issue. She then advised that she found the FHI Heat Platform Professional Ceramic Tourmaline 1-inch Flat Iron and would like it with the warranty. The customer asked how much we are willing to deduct to match the price of her original order since the FHI was higher in price.

3/15/2016 – Customer service replied to the customer and did not address the customer’s questions she asked in her email. Customer service replied to the customer’s email and asked her if they could issue her a free return label to return the incorrect item. A few hours later, the customer chatted in and explained again that she found the FHI Flat Iron and would like us to work with her on the price since this issue was Overstock’s error. The customer advised customer service that she would like an exchange. Overstock does not have an exchange policy and that was told to the customer. I have left a link below regarding our standard return policy. After this was told to the customer she asked us to send the return label to her email address. We emailed her the return label to return the incorrect item. The customer also stated that she would be making the Better Business Bureau complaint.

Return Policy: https://help.overstock.com/app/answers/detail/a_id/1 

** We would like to make this right for the customer. The customer can call into our Executive Relations Office to discuss this at ###-###-####. **

Sincerely,

Overstock

Tell us why here...

3/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a mattress & steel boxspring frame set. The mattress came in in the correct size of king, and the steel boxspring frame set came in the incorrect size of full! And it was shipped later than it was promised. After I called them to tell them about this mistake, expecting an IMMEDIATE response, they told me it would take 1-2 business days just to find out if they even had the correct part in!!!! And then it would be another 5-7 business days to get it shipped. This is insane my mattress is on the floor because of their mistake! And I expected the correct one to be overnighted to me. I never would have ordered from them, had i known it would take more than an additional week for them to get me the correct matching part!!!

Desired Settlement: I would like money back, my product overnighted, or some response better than I will hear from them in two days via email!!!!!!!!!!

Business Response:

To whom it may concern,

The customer received their Priage 12-inch Euro Box Top King-size iCoil Spring Mattress and Steel Foundation Set on 3/08/2016.

On 03/10/2016, the customer contacted us and advised that the mattress came in the correct size, and the box springs came in the incorrect size. Consequently, we explained that we a request was sent to the warehouse to ship out a replacement box spring, in the correct size. The customer was advised to allow 1-2 business days for the warehouse to reply to the request.

The warehouse provided tracking for the replacement box springs within 2 business days. They verified that the replacement box springs was shipped out on 03/14/2016 via FedEx tracking number **** **** ****. The tracking information was emailed to the customer. The customer should allow 24-48 hours for the carrier to update the tracking scans.

Sincerely,

Overstock

3/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Before placing my order on Saturday, I CHATTED into their customer service a few times asking about a few bed spreads and then confirming that my 1st choice was indeed 100% cotton before I placed the order that day. And I asked if it was not, would I get a free return shipping label and the answer was yes. Well, I got the item today and the fill is 80/20 polyester blend. So, I CHATTED into their customer service and they said they had no record of my chatting in on Saturday and that I would have to pay for return shipping. I was just on CHAT with them for a 1/2 hour and they must have made 3-4 accusations in addition to saying that I never chatted in. Worse, now the website has been magically updated and reportedly says the item is 60/40. They continued to say that I got the product that I ordered like I was a dummy. Are these guys con artists like in a Hollywood movie? What a colossal waste of time, value & quality. Boy, they sure like lying over there! Someone should read the chat transcript that I just had - they acted ridiculous like they were punking me or it was an episode of candid camera or MTV's *******. I saved a copy.

Desired Settlement: What they think is fair.

Business Response:

To whom it may concern,

 

The customer purchased the King-size Tommy Bahama Map 3-piece Quilt Set on 03/05/2016. The customer paid $46.55, using their Visa credit card account, and redeemed a $30.00 in-store credit that was available through their Overstock account.

 

According to our records, there wasn't any contact from the customer prior to the purchase being completed.

 

On 03/09/2016, the customer contacted us and advised that they chatted in prior to making the purchase and that the item was confirmed as 100% cotton, and that the item received was 80/20 polyester. The customer explained that during the chat conversation, they were offered free return shipping if they didn't receive an item that was 100% cotton. In addition, the customer requested in-store credit for the "loss of time, value and quality".

 

When the customer's account history was reviewed, we were unable to find record of the chat conversation that was mentioned by the customer. We explained that the product page clearly mentioned that the product is 60-percent cotton/40-percent polyester, and that we didn't have any record of the previous chat that was mentioned by the customer. Therefore, the customer would be responsible for the return shipping fees, as they did receive the item that was ordered.

 

The customer didn't agree with being charged for the return shipping fees and requested to speak to a supervisor. Therefore, the customer was transferred to a supervisor for additional assistance.

 

The supervisor reviewed the information listed and available for the quilt set. The supervisor advised the customer that the description for the quilt set showed that it is made up of 60-percent cotton/40-percent polyester, and that only the backing materials are made up of 100-percent cotton. It was explained to the customer that we didn't have any record that they were informed that the item ordered was 100% cotton, and that for the disappointment, we would waive the return fees for the order. The customer was advised that in the future, that any inquiry, to any product would need to be linked to their Overstock account for reference, as we couldn't offer a free return with confirming the chat conversation.

 

The customer requested that we issue a store credit for all of their trouble. We declined to issue a store credit as the customer received the product that they ordered.

 

A free return label was emailed to the customer. The customer did use the free return label. The merchandise is being returned under UPS tracking number ******************. It is estimated that the item will be delivered back to Overstock on 03/14/2016. Once we have received the item, it can take 3-5 business days for the return to be processed, and the refund to be issued. The customer will receive an email once the refund has been issued and will need to allow for their financial institution's posting timeframes.

 

***We did review the history of this item, to see if any changes to the description were made after the customer purchased the item. According to our records, the last time the description was updated, was on 07/14/2015. We have also confirmed the notes shown on the customer's account and we were unable to verify that the customer contacted us prior to purchasing the item. Because the customer was issued a free return label and has been assisted according to our terms and conditions, the issue has been closed, and the customer's refund will be issued within 3-5 business days, from when we receive the item back to our warehouse, to the payment method used at the time of the order.

 

If the customer needs any additional assistance with this or any other issue, we would ask that they give us a call at ###-###-####.

 

Sincerely,

 

Overstock

Consumer Response:
Complaint: ********

I am rejecting this response because:


They are not dealing fairly.  

Sincerely,

****** ******

3/18/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Several items were purchased in one transaction with overstock.com and all three were terrible products. However, one of the products was defective (king size foam mattress) and overstock.com is more than happy to give me the runaround and asking me to take photos of the defects only to state that they do not see anything wrong with the item. The mattress has inconsistent foam density throughout and is actually the cause of neck problems! After sleeping on this defective mattress for only a week and a half I am having issues with my lower neck. There is inconsistency with firmness throughout the mattress and causes issues with support. The other items have issues as well but they are cosmetic defects so I am not even asking a refund with those products. This mattress however is causing physical damage and must be refunded.

Desired Settlement: The only solution that is satisfactory is a refund.

Business Response:

To whom it may concern,

The customer purchased the Slumber Solutions Choose Your Comfort 12-inch King-size Gel Memory Foam Mattress, in the Medium option, on 02/14/2016. The order was delivered on 02/23/2016.

On 02/26/2016, the customer contacted Overstock and advised that some areas of the mattress were hard and stiff, while others were soft. As the item is listed as non-returnable, once opened and expanded, we asked for pictures of the law tags, and pictures showing the different firmness levels of the mattress. It was suggested that the customer use full gallons of milk to show the different areas that they considered to have different firmness levels.

On 03/02/2016, Overstock received pictures of the law tags. However, we didn't receive pictures showing how the item was defective or how the item had different firmness levels. Therefore, we requested that the customer provide us with pictures showing "images of the defect".

On 03/06/2016, the customer provided us with pictures, by using full gallons of milk, as was suggested. The customer pointed out that there was inconsistent firmness, as the right sinks in, and the left is firm.

On 03/07/2016, the customer was advised that we were unable to see the defect in the mattress, and that the pictures would be forwarded to the warehouse. Consequently, the customer replied and advised that there was an inconsistent density that we requested to be shown with milk jugs.

On 03/08/2016, we advised the customer that the warehouse had replied that they were unable to see the defect, and that we couldn't issue a refund as the mattress wasn't deemed defective.

***After reviewing the pictures that the customer provided to our Customer Service Department, we do see that the firmness level isn't the same throughout the item. Therefore, we would ask that the customer give us a call at ************, and ask to speak to Melody, so that we may resolve the customer's concerns regarding their refund. For quicker assistance, the customer will need to provide reference # *************.

Sincerely,

Overstock

3/11/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased in June 2015, a ladies Bulova watch, model 96L140, it took awhile but I finally received the watch. I loved it however by December 2015 the watch stopped working. Changed the battery and it worked for a couple of days before stopping again. Changed the battery a second time and it just did not keep time and then eventually stopped all together. I contacted Overstock via chat and then email to find out my options under warranty for the watch. Since they could not replace it a refund was determined to be the solution It took from Jan to Feb to finally get a solution. I have since returned the watch and was told I would have my refund by Mar 7th. I still have not received the refund and the watch was received in the returns department on Feb 29, 2016. The customer service, response time and competency has been horrible. I have been told someone would contact me in 24-48 hours and a week later I am having to contact them because no one contacted me. It took entirely to long with to many "someone will contact you" and never doing so for a resolution to this problem. I am still waiting for a full refund that I was told would be on or before March 7th.

Desired Settlement: I would like a full refund and since I had to ship the watch back at my expense via UPS because I never received the RMA, I would like reimbursement for the shipping charges.

Business Response:

To whom it may concern,

The customer contacted Overstock and requested to return the Bulova Women's 96L140 Crystal-accented Stainless Steel Watch that they purchased on 06/04/2015. The customer as it had stopped working.

On 01/18/2016, the customer was emailed a return shipping label.

On 02/05/2016, the customer contacted us for the return address, as they didn't receive their return label. The return address was provided to the customer.

The customer returned their order to Overstock on their own. The customer then contacted us on 03/03/2016 to confirm the status of their return. The customer provided us with return tracking number ******************.

In reviewing the scans associated with the tracking number, we found that the item arrived back to our warehouse on 02/29/2016. Therefore, the customer was advised that the refund should be issued within 3-5 business days from when the item arrived back. Consequently, this means that the refund should have processed by no later than 03/07/2016.

***We have reviewed the return details and found that due to a system error, the customer's refund wasn't issued on 03/07/2016. Please convey our apologies to the customer for the delay caused by this error. We have proceeded in processing the customer's refund today, 03/11/2016. The refund was issued in the amount of $100.99 to their PayPal account.

 

We ask that the customer allow 2-5 business days for the credit to be posted; however, if they don't see the credit, they may need to contact the issuing financial institution to find out their credit posting time frames.

If the customer would like reimbursement for the shipping charges, they will need to contact our Pay Support Department, and provide a receipt showing the shipping cost paid to return the watch.

Sincerely,

Overstock

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ********

3/2/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Overstock.com promised to deliver my merchandise through a standard threshold by bring the 150lbs box to the entrance of my home or to the porch, they did not adhere to their policy. I had no choice but to refused the merchandise because the freight company failed to keep their initial shipping time with me. Overstock is now charging me $125 to return the item which the item was never received. Shipping and Delivery Information •Most of our oversized items qualify for our Free Shipping offer on U.S. orders over $50* shipping to the lower 48 states, unless otherwise specified on the product page. * Our Free shipping over $50 offer is excluded on Alaska and Hawaii, APO/FPO/DPO and International orders. Orders under $50 ship for only $2.95 to most destinations within the contiguous United States (excluding Hawaii and Alaska). Sales tax and charitable donations are excluded from subtotal for purposes of this offer. •Oversized items leave our warehouse within 1-10 business days •Deliveries of oversized items take 1-4 weeks from the time it leaves our warehouse •Whenever we are able to accommodate a delivery of oversized items to a remote or isolated area not commonly serviced by freight carriers, delivery may take an additional 1-2 weeks and additional delivery fees may apply •Oversized items cannot be shipped to rural routes, Hawaii and Alaska, APO/FPO addresses, or P.O. boxes •All oversized items ship with Standard Threshold Delivery Service* unless “White Glove Delivery” is indicated in the Shipping & Returns tab of the product page *The Standard Threshold Delivery Service provides delivery of your shipment to the nearest ground level entrance, i.e.: your front porch, a lobby or a garage entrance.

Desired Settlement: I should not be responsible for paying the return shipping since the item was never received by the shipping company and or they did not provide me with assistance in placing the merchandise on my porch or front door of my home.

Business Response:

To whom it may concern,

2/17/2016 – The customer’s product was out for delivery on this day however, it does not appear to have been delivered at the time Overstock and the customer were notified. Overstock was advised that her item will be delivered between 9:00 AM and 1:00 PM. The order must not have been delivered because the customer called and inquired about delivery of her product on the next business day.

On 2/18/2016 – We were contacted by the customer who was inquiring about returning her Easy Comfort LC-200 Lift Chair because she stated that the freight carrier was giving her the “ run around “. The product was out for delivery on 2/18/2016. The customer advised us that she will be returning the product if it is not delivered by the end of the day. The customer contacted us later on this day stating that she wishes to return the product because of the missed delivery and because the carrier did not have the option to delivery inside of her home. The delivery was not accepted and shipment was refused by the customer. *The Standard Threshold Delivery Service provides delivery of your shipment to the nearest ground level entrance, i.e.: your front porch, a lobby or a garage entrance. This is not considered an inside delivery. From here, we requested the return shipping cost from our warehouse.

2/19/2016 – The warehouse got back with us stating that the return cost is $125.00. This cost is what the freight carrier charges.  The freight carrier had noted that the customer refused the shipment because it was not an inside delivery and because the carrier would not take her current furniture away at the same time of the delivery. The customer contacted us on this day. We advised her that the cost to return the order is $125.00. However, before customer service could offer to cover half of the return shipping cost, the customer disconnected the phone call. We emailed the customer and let her know that we would split the cost with her which is $62.50.

The customer will be followed up with today in regards to the return. We consider this return a buyer’s remorse return. Please see our Oversized Item delivery policy:

https://help.overstock.com/app/answers/detail/a_id/8/c/2/session/L3RpbWUvMTQ1NjI0MzEyMS9zaWQvQ2hrSjJQSm0%3D

 The charges still do apply as the carrier does charge to return the product back to the warehouse.

Our return policy link is also as follows

https://help.overstock.com/app/answers/detail/a_id/1

 

Sincerely,

Overstock

Tell us why here...

3/1/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had signed up for the Overstock Club O promotion for students offered approx. 1 year ago. During this time, I accumulated $26.91 in rewards from purchases. I received notification that the Club O membership had expired approx. 30 days ago. I was told by email that I could use the rewards even if I did not sign up for another year, which I do not plan to do. I tried to use the points on 2/25/2016 and was told I must renew or they will not be accessible. This is not what I was originally told and request the relief specified below in this complaint.

Desired Settlement: Restore rewards or send check

Business Response:

To whom it may concern,

The customer was contacted by our Customer Service Department on 02/03/2016 and explained that the Club O Membership renewal attempt failed. When a membership cannot be renewed, this means that it has expired, and reward dollars cannot be used, as shown in our Club O Terms and Conditions.

We explained that they currently had $***** in Club O Reward dollars available to be used on a future order with us; however, that once the membership expired, the reward dollars would be non-redeemable, if not renewed within 90 days.

We offered the customer the option to contact us and renew their membership for $***** so that they could continue to receive the benefits associated with the membership.

The customer contacted us and explained that they enrolled into the membership as it was offered for free to students. The customer wanted to know if we could send a check for the remaining rewards as they didn't plan to pay to renew their membership.

On 02/04/2016, we replied to the customer and explained that we couldn't convert the reward dollars to cash. The customer was advised that they had 88 more days to find something to purchase and apply the reward dollars to their order.

On 02/26/2016, Overstock received notification from ID.me, that the customer was still eligible for the free student Club O membership. Therefore, the customer's membership was renewed for free. The customer has used the $***** on order number *********.

*** Please note: The Club O Terms and Conditions, that the customer agreed to when applying for the free student membership, state that "All Club O Rewards (Whether Earned Under the Program or the Credit Card Reward Program) are only accessible and redeemable with an active membership. We have included a link to the Club O Terms and Conditions below. Therefore, when the customer's membership expires, they will need to renew the membership by verifying their student status with ID.me, or by paying the renewal fees. The customer will need to verify their student status yearly to confirm that they are still eligible for the free membership.***

Sincerely,

Overstock

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** **********

3/1/2016 Delivery Issues | Complaint Details Unavailable
2/26/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Last Saturday I placed an order for the Cabana Banana III chair, cinnamon (2x) and the Cabana Banana III love seat, cinnamon (2126 €). I received an order confirmation (Bongo Order Number is: *********** Overstock.com Order Number *********), but the order did not appear in the "my orders" list. I contacted customer care and they admitted the order was never accepted into the system due to an issue with the order processing system. They asked me to place a new order. In the mean time, the coupon code (12 % discount) I used has expired and there's now a pre-authorization on my credit card (2126 euros). The limit on my credit card is only 2500 €/month.

Desired Settlement: Process my confirmed and legally binding order.

Business Response:

To whom it may concern,

 

The customer contacted us on 02/20/2016 and reported that they placed an order for some furniture. The customer confirmed that they didn't receive an order confirmation. Our records show that the customer contacted us, as they were concerned that they didn't receive an order confirmation.

 

The customer explained that when they contacted us, that we suggested placing a new order. However, he didn't want to place a new order as their coupon had expired, and the price of the item had increased, and there wasn't enough available credit to place the order. The customer also provided an email received from Bongo showing an order number and the amount paid on the order.

 

We explained that we were experiencing problems with our order processing system and that the order wasn't accepted into Overstock's system. We explained they would need to place a new order.

 

The customer replied and advised that they didn't "accept" the "solution". The customer stated that "It's a confirmed, legally binding order".

 

Overstock replied that the order failed and that the customer should have been refunded. We explained that if the customer wanted to replace the order, we would assist and make sure the customer received the same price as they originally paid.

 

***When a customer places an order, and uses Bongo to complete the payment, they are transferred over to Bongo's website. Bongo has partnered with Overstock to accept payments for international orders. However, if Bongo doesn't transmit the payment or the order to Overstock, we cannot complete the customer's order.

 

We have confirmed that Bongo received payment and provided the customer with an order number; however, Bongo failed to transmit the payment or the order number to Overstock. Therefore, because Bongo failed to send payment or an order number to the Overstock, we are not able to complete the customer's order.

 

Overstock did confirm with Bongo that there was an error on their end and that they didn't transmit the order or the payment to Overstock. As a result, Bongo has issued the customer a refund. The refund was issued on 02/22/2016, back to the customer's payment method, and the customer will need to allow 5-7 business days for the credit to be posted. If the customer doesn't see the credit, they may need to contact their financial institution to verify their credit posting timeframes.

 

Overstock has advised the customer they will need to place a new order for processing and that we will help with the discount once the order is received from Bongo. If the customer would like to take advantage of this offer, or need any help in placing their order, they will need to contact our International Department at ###-###-####.

 

Sincerely,

 

Overstock

Consumer Response:


Complaint: ********

I am rejecting this response because:

Yesterday 02/24 the full amount was taken from my credit card.


24-02-2016BLS*BONGO INTERNATIONA ###-###-#### MA -2.126,49

According to my bank, this is not a pre-authorization but a transaction.





Sincerely,

******* *** ******

Business Response:

To whom it may concern,

 

We have reviewed the notes on the customer's account and their order history with Overstock.

 

The customer notified us on 02/20/206, that they placed an order, and that an order confirmation wasn't received. We did advise the customer that Bongo accepted the payment and the order, but failed to send the payment or the order to Overstock, and so we were unable to fulfill the order.

 

We did confirm with Bongo that they did charge the customer. The customer is correct that this wasn't a pre-authorization and was a charge. It appears that an Overstock representative provided incorrect information when they mentioned that this was pre-authorization. Please convey our apologies to the customer for the incorrect information that was provided in the email they received from Overstock.

 

We did confirm with Bongo that they refunded the customer on 02/22/2016, in the amount of EUR 2,126.49 to their credit card account. The refund can take 5-7 business days to post to the customer's credit card account.

 

On 02/25/2016, we received an email from the customer, confirming that they have received their refund, and had placed a new order. The new order was placed on 02/25/2016. The order number is *********. We show the amount charged for the new order is EUR 2,383.48.

 

As we have agreed to assist the customer with the same price as they originally paid, we have sent a request to the International Department, to issue a refund for the difference in price. Our International Department will send a request to Bongo, to issue a refund for the difference in price, and they will be following up with the customer to confirm the details of this refund. They will also request that Bongo resend the order summary to the customer.

 

If the customer has any questions regarding the status of their order, they can contact our International Department at ###-###-####, or Bongo at ###-###-####.

 

Sincerely,

 

Overstock

2/25/2016 Guarantee/Warranty Issues
2/24/2016 Problems with Product/Service
2/24/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 2/18/2016 at 10:08 am est. I purchased an Overstock gift card for $150 with the understanding that it would be delivered and usable within 24 hours of purchase. On 2/19/2016 at 1:44pm est. I received a call from Overstock fraud department saying that because I hadn't made a purchase recently they wanted to verify this purchase was legitimate. I provided the necessary information and was told I would be receiving an email within 2-3 hours with the activated gift card information. At 8:45pm est.on 2/19/2016 I still had not received the gift card. I contacted Overstock and they told me not to worry because it takes 24 hours. Both chat sessions I had with them on the 19th of February were disconnected. I checked again this morning 2/20/2016 and I still don't have the gift card. This time customer "Chat" representative is stating that it takes 72 hours to process then you receive it 24 hours later. All I know is I used my Visa gift card to buy their Overstock gift card because they said I couldn't use two Visa cards in the same transaction. Now my hands are tied because they don't issue refunds on gift cards and apparently they don't issue gift cards on them either.

Desired Settlement: Immediate delivery of gift card.

Business Response:

To whom it may concern,

 

The customer placed an order on 02/18/2016 for the $150 Overstock.com Electronic Gift Card.

 

On 02/19/2016, our Loss Prevention Department contacted the customer due to some concerns with the order. After they spoke with the customer, the order was released for processing.

 

On 02/20/216, we spoke to the customer regarding the status of their gift card. The customer was informed that the gift card should be available on 02/20/2016.

 

According to our records, the $150.00 Overstock gift card was delivered to the customer, and used on 02/20/2016. The customer used the $150.00 gift card to purchase the Cleo Natural Linen Chaise. We have attached a screenshot of the customer's order that shows that they used a credit card and a gift card on the order. The order was shipped out on 02/22/2016 via UPS tracking number ****************** and is scheduled to be delivered on 02/26/2016.

 

If the customer has any additional questions or concerns, we would ask that they contact Overstock, at ###-###-####.

 

Sincerely,

 

Overstock

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is in part satisfactory to me. There website states clearly when a purchase of a electronic gift card is made it will be available for use via email within 24 hours. They did finally release he funds but held them up in their fraud department without any prior negative history on my part for more than 48 hours causing a delay in the shipment of a gift.

Sincerely,

***** *******

2/24/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Billed me $891.99 for an unauthorized purchase. They do not have a record of any transaction, however it is listed on bank account. Asked to resolve the issue several times, they advised me to take it up with my bank. 15 day waiting period for a refund or a claim will be filed on my behalf.

Desired Settlement: I want my $891.99 and for none of my family or friends to purchase anything through Overstock.com.

Business Response:

To whom it may concern,

 

On 02/13/2016, Overstock received an order from Jay ******, for the 14k Rose Gold 1 2/5ct TGW Aquamarine Solitaire Ring. The customer authorized a payment of $891.99.

 

Overstock processed the payment on 02/18/2016 for the $891.99 that was authorized by the customer.

 

On 02/19/2016, the customer's order was canceled, because the warehouse found that they didn't have inventory to fulfill the customer's order. According to our records, an email was sent to the customer to notify them that the order was canceled. A refund was issued on 02/19/2016, in the amount of $891.99, to the customer's credit card account.

 

On 02/19/2016, the customer contacted us, because his order was canceled. We offered to issue a 20% discount and expedited shipping on the ring as soon as inventory was available for the ring. The customer authorized us to speak to his wife, **** ******, regarding the issue.

 

Therefore, we contacted the customer's wife and explained we will help with replacing the order, once we have inventory available, and will assist with a 20% discount and expedited shipping. The notes on the customer's account show that the wife was happy with the resolution.

 

On 02/20/2016, we were contacted and advised that the customer had been charged the full amount for the ring without the 20% discount, and without the customer's knowledge. We were unable to find a new order and the customer advised that they were at their bank and would be discussing the charge with them.

 

After the customer spoke to their bank, they contacted us back, and advised that their bank explained that the $891.99 was a new charge that posted on 02/19/2016.

 

The customer was transferred to our Loss Prevention Department. They researched and were only able to locate the charge authorized by the customer on 02/13/2016 and processed on 02/18/2016.

 

A supervisor contacted the customer back, and explained that the $891.99 charge, was the original charge, that Overstock processed on 02/18/2016. The supervisor offered to assist with a conference call between the customer, Overstock, and their financial institution, to clear up the issue.

 

It was found that the charge that Overstock processed on 02/18/2016 was the same charge that the customer's financial institution posted on 02/19/2016. it was explained to the customer that refund was issued on 02/19/2016 and can take 3-5 business days to post to their credit card account.

 

On 02/22/2016, the supervisor followed up with the customer to see if the refund has been posted back to their credit card account; however, we haven't received a reply from the customer regarding this inquiry.

 

*We have confirmed the refund was issued on 02/19/2016. The refund can take approximately 3-5 business days to post to their credit card account. If the customer doesn't see the refund by 02/26/2016, we would suggest that they contact their financial institution to verify their credit posting timeframes.

 

If the customer has any additional questions or concerns, we would ask that they give us a call at ###-###-####, so that we may further assist them.

 

Sincerely,

 

Overstock

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, the company stated a rep contacted me on 2/22/2016 to confirm the receipt of the return and this is untrue. No one from Overstock contacted me on this day to confirm a receipt. I finally received funds due me on the 23rd of February, 2016. 

Sincerely,

**** ******

2/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In May 2015 I reported missing parts and side rails that were 2 different sizes and needed replacements for.. Multiple times they sent wrong parts and ignored the side rails. After months of going back and forth they decided to replace the bed, at that time the bed happened to be out of stock. We were put on a waiting list notification that only lasted 2 weeks, so we had to monitor the site daily. Finally the bed is in called they shipped the bed had a horrible musty moldy smell, they said this is normal give it at least a week.. gave it 2 couldn't stand the smell.. They offered a discount at some point but never applied it.. Requested a 2nd bed.. I asked for a partial refund for building this bed 3 times between unboxing and reboxing and prepping for shipping it was an annoyance. They approved a certain amount and they only gave me $7.00 so I called again they said yes the agent made a mistake and we will give you approximately $77.00 it is now mid February 2016 and still no refund has been applied I have to call a third time on this refund.

Desired Settlement: We are now at 9 months for an incomplete case I would like at least 50% refund because your staff can not follow up and get things done right..

Business Response:

To whom it may concern,

The customer placed an order on 05/24/2015 for the INSPIRE Q Corbett Horizontal Striped Gray Linen Upholstered Queen-size Bed. The bed was delivered on 06/02/2015 via tracking number ******************.

Overstock's policy is that they customer will need to contact us within 30 days, from when the order is delivered, to report any issues with the item ordered. The customer didn't contact us until 09/01/2016 to report that there were parts missing.

Because the customer didn't contact us within 30 days, we did have to contact our supplier, to request replacement parts. The supplier agreed to ship replacement parts; which were shipped out on 09/09/2015, via UPS tracking number ******************, and delivered on 09/11/2015.

On 09/23/2015, the customer contacted us and advised that they didn't receive the replacement parts. Therefore, we submitted another request to have replacement parts shipped out. Consequently, we contacted our supplier again, but they advised they no longer had inventory to ship replacement parts.

However, the customer wanted a replacement bed shipped out, and so Overstock entered the customer's email address into our notification list, so that when the item had been restocked, the customer would receive an email.

On 11/24/2015, the customer contacted us to have the bed replaced, as they had received an email stating the bed had been restocked. Therefore, a replacement order was initiated.

The customer contacted us on 12/14/2015, and advised the replacement order had a musty smell. The customer wanted assistance with a return for a replacement. Customer Service assisted the customer with a return for a replacement.

On 01/20/2016, the customer contacted us and requested compensation for the time that this took to resolve. Customer Service agreed to issue a $57.00 discount. However, the representative issued $50.00 as an in-store credit to their Overstock account, and a $7.00 refund back to their credit card account.

On 01/21/2016, the customer contacted us, as they didn't see their refund. We confirmed that only $7.00 had been issued and for the additional inconvenience caused, we would issue the missing $50.00, plus an additional $20.00.

***In reviewing the notes on the customer's account, we see that Customer Service issued a $50.00 in-store credit, and a $70.00 in-store credit, to the customer's Overstock account. This was an error on our end and so we have removed the in-store credit and issued an additional $70.00 discount to their PayPal account. The discount was issued on 02/16/2016. If the customer has any questions regarding the credit posting timeframes, they may need to check with PayPal, to verify their posting timeframes.

Please convey our apologies to the customer for the delay in resolving this issue. 

Sincerely,

Overstock

Consumer Response:  I'm a little confused so by what they were saying I was issues $50.00 store credit + $70.00 store credit with an additional $7.00 to my paypal shouldn't I receive $120.00 plus the $7.00 thats already in my paypal?
Complaint: ********

I am rejecting this response because:

Sincerely,

******** *******

Business Response:

To whom it may concern,

Please convey our apologies to the customer for any confusion regarding the $77.00 credit that has been issued for the INSPIRE Q Corbett Horizontal Striped Gray Linen Upholstered Queen-size Bed.

The information provided in regards to the in-store credit, was to explain that Overstock made an error, and issued the compensation to the customer's Overstock account, instead of to their PayPal account; which is why the customer was unable to see the compensation promised for their experience.

Overstock has since corrected the error, and has issued the remaining $70.00 that was promised and owed, to the customer's PayPal account. Therefore, as we have issued the correct amount of compensation that was offered to the customer, and accepted, Overstock will not be issuing any additional compensation to the customer.

Sincerely,

Overstock

Consumer Response:
Complaint: ********

I am rejecting this response because:

I am just not happy that I had to go through this means to correct something that I had already called about and yet going through this the communication is poor and needs to be corrected again. With this back and forth correcting can we just increase the amount to even $100 and settle this? Sincerely,

******** *******

2/17/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Customer service has been completely incompetent, to be perfectly honest. I feel like it is a joke at this point. I have had to repeat myself countless times, answer questions that I have provided in emails multiple times that they seem to just ignore, and yet this is still an ongoing issue. I have had an outstanding issue regarding my Abby Taupe chairs. I've been sent the wrong chairs several times and have had to deal with returns and store credit for over 2 months now an am extremely frustrated. I originally ordered 2 sets of the Abby Beige linen nailhead chairs. One of the chairs was damaged and I asked for a replacement for 1 of the chairs. Instead, i was sent 3 chairs all of which were different from the beige chair I needed replaced. They were the Abby chair but in Taupe, and not linen. I liked the Taupe chairs better, but I only have 3 of them. I requested to send the 4 beige chairs back, since I still did not have a replacement for the damaged chair, and wanted 1 more of the taupe chairs to complete a set of 4. So either way, I did not have a complete set. When I called customer service, I was told that the Taupe chairs did not exist by one representative. Then another representative explained that they do exist, and she would have to contact the warehouse because they are not showing on the overstock inventory. She never got back to me. I called again and a representative told me to order the "True Taupe" Abby chairs from the website ensuring that those were the same chairs I was requesting. I ordered them, and they are not. They are a different color and fabrication so I had to return them as well. I've dealt with at least 5 different customer service reps but for some reason this is still an outstanding issue. This has been completely unacceptable and I am extremely disappointed in overstock. At this point all I want is to complete the set of chairs that I have and will probably never shop from overstock again. Since was mistakenly sent chairs that are not on the website I need a representative to order them for me. How can i resolve this issue if no one from overstock will handle this?

Desired Settlement: I need customer service to contact the warehouse to see if the chairs are available since i as a consumer, do not have access to that information. I am beyond sick of dealing with the incompetence of overstock and just want to complete the order. I understand if the chairs are not available but a customer service representative needs to follow up and tell me whether they are or are not. This is ABSURD.

Business Response:

To whom it may concern,

This issue began on 12/30/2015. The customer contacted us about returning the chairs. We set up the return for “ customer received the incorrect product “. Customer service emailed the customer a pre-paid label to their email address ********@msn.com to return the item(s). We had set up a replacement order ( order number ********* ) for the customer since the received the wrong product. Later on this day, the customer contacted Overstock again and advised that the sku numbers/model numbers are mixed up with other models on our website. On 12/31/2015 – the customer contacted us to cancel the replacement order which we were able to do at their request.

1/5/2016 – the customer was emailed asking how they would like to proceed with this issue. We asked the customer if they would prefer a refund or if we should process a replacement.

1/7/2016 – the customer contacted Overstock stating they would like a replacement because the customer really liked the chairs. They mentioned that this issue has actually been dated back in November 2015 with two other orders for beige chairs in November that did not work out for the customer.

1/8/2016 – To avoid dye lot issues, we asked the customer to return all the chairs, we will refund them and they can reorder a new set that would suite them better. We issued them a UPS call tag ( pick up )to return the products.

Chairs picked up on 1/12/2016

1/13/2016 – the customer emailed Overstock asking for an update on the chairs that they want Item # 15623300, which are Abby Taupe color. We replied to the customer that same day and advised that we will set up the return for a refund so they can order the chairs they need.

2/5/2016 – the customer contacted us back letting us know which chairs they would prefer so we can order them for the customer. ITEM# 15623300 is the color the customer would like. The customer came back via email and advised that this color will not work out for them after all. The reason being is the fabric looks to be a match, but the nail heads are brass (theirs are nickel) and the legs are oak (theirs are espresso). It seems like they have "true taupe" hardware on regular "taupe" fabric. Therefore, we were looking into getting in touch with the warehouse to check inventory for sku #14150252 to make sure that all are in 100% unused, undamaged condition.

2/8/2016 – we let the customer know that we are still working on this and will update them within 1-2 business days.

2/9/2016 We are making sure the item is available to ship to the customer as well. At this time, we are still working on getting on the same page with the warehouse so as to avoid sending the customer the wrong product again and to make sure they are in new and undamaged condition.

The issue is still open and we are working with the customer and our supplier warehouse to get the matter corrected.

Sincerely,

Overstock

Tell us why here...

2/13/2016 Billing/Collection Issues | Complaint Details Unavailable
2/9/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was recently approved for an Overstock Store Card as I was told that I was pre-approved via email. I signed up and received $2000 dollars. I placed an order that was cancelled the day after. I was told to contact the Loss Prevention Team. After doing so I was told I can't shop from Overstock due to some "security concerns" and that I won't be able to shop here in the future and can't get my inquiry removed. What kind of bullcrap is this??? You email me stating I'm approved then stop me from purchasing any items?!?!

Desired Settlement: I would like to either be able shop with Overstock using this card, I'm trying to finance for the items otherwise I need my inquiry removed by Overstock.

Business Response:

To whom it may concern,

 

The customer created an account using email address **********@twc.com. The customer placed orders using this email address. The orders placed on this account were canceled by our Loss Prevention. The customer was informed that they would need to send a wire transfer in order to place an order through our website. The customer was informed of this more than once.

 

The customer then created a new account, using email address **********@yahoo.com, and placed an order. The customer used an Overstock store credit card to place the order. The order was canceled, and the customer was informed that they would need to send a wire transfer to complete their order.

 

Overstock has partnered with a bank, named Comenity Capital Bank, to provide a credit card that can be used exclusively to purchase items on our website. However, the bank makes all the financial decisions regarding the credit card approval process, and Overstock doesn't have any control over who is approved for the credit card.

 

Therefore, when an order is placed on Overstock.com's website, the customer is subject to having their orders reviewed by our Loss Prevention Department. If our Loss Prevention Department determines that the customer will need to send a wire transfer, to complete their order with us, the customer will need to abide by this decision.

 

We have reviewed the notes on file, and confirmed that the customer has spoken to our Loss Prevention Department, and that they were advised that the shipping address on file has "suspicious activity" linked to it. The customer was advised that they will need to send a wire transfer to complete the order, and they were provided with the information needed to complete the wire transfer.

 

If the customer would like to discuss the decision made, they can contact our Loss Prevention Department at 1.866.211.0729.

 

For any assistance the customer may need with their credit card, they will need to contact the bank that is associated with the credit card, at ###-###-####.

 

Sincerely,

 

Overstock

2/9/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered "Ray-Ban RX 5184 'New Wayfarer' 52-mm 2000 Black Eyeglasses". The title and link both indicate the lens size is 52mm. After ordering, I noticed the description says the lens size is indicated as 50mm. After contacting customer care, the associate said the size was likely 50mm. This is false advertising.

Desired Settlement: Change the description information and the link to reflect the actual product and stop misleading customers.

Business Response:

To whom it may concern,

 

The customer purchased the Ray-Ban RX 5184 'New Wayfarer' 52-mm 2000 Black Eyeglasses on 01/25/2016.

 

On 01/26/2016, the customer contacted us to confirm the shipping status of their order. The customer was advised that their item was shipped on 01/26/2016, via USPS, and they would receive the item within 3-6 business days from the order date. We have confirmed that the customer's order was delivered on 01/28/2016.

 

In reviewing the notes on the customer's account, this is the only contact we have had with the customer, regarding this item. Therefore, we have reviewed the listing for the eyeglasses purchased, and confirmed that there was an error in the description. Therefore, the listing has been updated to show that the measurements are as follows: Lens mm 52 x bridge mm 18 x arms mm 145. The measurement for this item reflects the same as shown in the title of the item. We thank the customer for bringing this to our attention and allowing us the opportunity to update the description of the item.

 

Sincerely,

 

Overstock

2/2/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On December 18, 2015 I ordered a bed from overstock.com, it was a slumber solutions queen sized bed. I ordered it after looking at the display picture of its makeup, saying it had 3 inches memory foam, 3 inches aircool foam, and 6 inches of base foam. I thought this would make for a comfortable bed, 2 weeks later it was not. i unzipped the cover, and what I found was not what I bought. It has 1 inch memory foam, 2 inches aircool foam, and 9 inches of base foam, making it as hard as a rock. Tried calling overstock, they just denied it. I tried to leave a review for the product 2 weeks ago, and they did not accept it. Looking at reviews between all of their foam mattresses, I believe they are not real and are provided by overstock staff to help promote sales. I think they need to be looked into because they are false advertising a lot of their merchandise and consumers have no idea.

Desired Settlement: We as consumers read other people's reviews and comments as a way to judge a product. If they are lying about their product and their reviews, how do we even know what were getting from them? I do not want the hunk of junk they sent me, and would like for the bed that I ordered.

Business Response:

To whom it may concern,

 

The customer placed an order on 12/18/2015 for the Slumber Solutions Choose Your Comfort 12-inch Queen-size Gel Memory Foam Mattress.

 

On 12/21/2015, the customer contacted us to confirm the delivery status of their order. It was confirmed that the order would be delivered to the customer on 12/24/2015.

 

We have reviewed the notes listed on the customer's account and do not see any additional contact from the customer in regards to their order.

 

As the customer is claiming that they didn't receive the correct item, they will need to call us at ###-###-####, and request to return the item received for a replacement or a refund. Because the order was placed during the holiday, the customer has until 01/31/2016, to contact us and request to return the item received.

 

Please note, due to the difficulty and expense of returning memory foam, our warehouse requests that the customer send us pictures of the problem or defect before we initiate a return. The customer will need to send pictures of the item to **************@overstock.com and include their order number ********* in the subject line of the email. Once the pictures are received, we will review the pictures, and if it is determined that the customer did receive the incorrect item, we will help them with a replacement or a refund.

 

Please be advised that the name listed on this order is ***** *****. Therefore, ***** will either need to contact us to discuss the issues, or add ****** ******** on to the account, as an authorized user. Additional information cannot be released to ****** unless he has been added by the customer, onto the customer's account.

 

Sincerely,

 

Overstock

1/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Preface: This is a bit long as our situation encompasses 5-7 encounters over a four month period. We ordered two complete leather living room sets from Overstock (OS) in Oct of 2015. They gave us 10% credit in the form of Overstock Points. These points expired if not used within 60 days. We didn't have a want to purchase anything else from OS other than the two sets. However, since we had the credit, we did order items using the credit. From Oct to Jan, our furniture was delivered and after inspection, most of the items were not acceptable. We were anticipating NEW leather furniture, nothing with scratches, tears, unremovable marks, or wobbly pieces. These were the types we've received. After the fourth delivery, we pleaded to have a refund and to have what we had in our house picked up. We had four of the six pieces. (We'd also add that during the fourth delivery, the delivery folks had brought four pieces with them, two of which were satisfactory. They however would not let us keep the two, we had to accept either all, or none. OS on the phone couldn't convince the delivery folks either to letting us keep the two last pieces to make the two sets complete.) OS representative made arrangements for the delivery folks to have the two pieces re-delivered. We agreed to accept the furniture and deal with some credit for the one scratched furniture that we had in the house. When the day came for the delivery, the delivery folks brought two rejected pieces from either the first, or second delivery. The two they brought were wobbly, and had scratches. Apparently, they did not send the rejected pieces from Oct/early November delivery back to OS warehouse. At this point, we had OS pickup everything and process a refund. The customer care supervisor processed the refund; however, didn't inform us of the initial OS credit would be taken out of the refund. Nearly $600 were not refunded. In the process of negotiation, we asked to have the damaged furniture back, and continue to have deliveries made. Apparently, this was no longer an option. We also requested to send back the items that were ordered from using the credit... but since by now those items were over three months "old", they would not process for full refunds. Furthermore, we would have to send the items back at our cost. OS representative informed us they could not credit us back on the charge card we used either, but to OS points. We asked how can this be, were they could withhold credit to a charge card, and upon return of the items, they could not credit us back on the same account? To this they explained in circular terms that the credit for the items had to go to how they were originally paid - by OS points. My question to them were, how then could they withhold funds from a credit card on OS Points? In our view, there are several issues here. (We'll not discuss the the multiple deliveries, albeit had they followed instructions from OS, all of this would have been completely resolved to our satisfaction.) We feel as we were "baited " to spend money at OS (the $600) that we wouldn't have done normally. This wasn't in our family budget to spend. The items in fact ordered from OS points were for the most part, probably next years' garage sale items, mostly unopened. We were not told this would be the case if we cancelled the order completely. We would gladly return all the items, but after three months, we do not even have the boxes for them (some required assembly). Do to all the issues we had to face, we see no other fair settlement at this point for a complete refund once the items are returned at OS shipping expense. We would even accept the furniture and continue with replacements. For $600, we could certainly continue with replacements for an entire year.

Desired Settlement: Do to all the issues we had to face, we see no other fair settlement at this point for a complete refund once the items are returned at OS shipping expense. We would even accept the furniture and continue with replacements. For $600, we could certainly continue with replacements for an entire year.

Business Response:

To whom it may concern,

The customer placed an order on 09/28/2015 for some furniture. The order number for the furniture is *********.

The customer used a Club O Rewards coupon; which provided the customer 10% in reward dollars, that could be used on a future order with us. As the customer's order total was $********, the customer earned $****** in reward dollars that could be used on a future order with us.

The customer took the $****** reward dollars that were earned from purchasing the furniture and used them on a new order. The new order number is *********.

The customer then returned the furniture, from order # *********, to Overstock for a refund.

When an order is returned, any reward dollars that were earned on an order placed, are deducted from the available reward dollars. If the customer lacks sufficient Club O Rewards in their Rewards Bank, the Club O Rewards earned on the previous purchase will be deducted from the customer's refund on a dollar-for-dollar basis. This information is available in our Club O Rewards Program Terms and Conditions (https://help.overstock.com/app/answers/detail/a_id/50).

In this case, because the customer returned their order and didn't have any available reward dollars at the time of the return, we were unable to deduct the complete $****** that the customer earned, from their rewards bank, as the customer used the reward dollars on order #*********.

Therefore, if the customer would like their credit card account refunded in the amount of $****** for the return of order #*********, the customer would need to return the items purchased for order #*********, in which they used the earned reward dollars to pay for this order.

The customer did speak to a supervisor and was advised that we cannot refund them for the return fees unless they would like to return order #*********. We offered to waive the return shipping for order #*********; however, due to the return would be late, the customer would need to provide return packaging and is subject to a partial refund; which is based upon the condition of the item at the time of the return. We explained to the customer that they cannot return the Remedy Water and Bed Bug Proof Cotton Pillow Protector as the warehouse will not accept this as a late return.

In addition, a 15% off discount was offered, in which the customer could use on their next order with us. The customer advised the supervisor that they would need to discuss the available options with their spouse, and would contact us back to advise how they would like to proceed.

***In reviewing the notes on the customer's account, we see that the customer has contacted us, and requested to speak to the same supervisor that they were previously discussing their options with. The customer should receive a call back shortly to confirm how they would like to proceed.

***Overstock cannot issue an additional refund to the customer without the return of order #********* due to the details regarding the return of items as shown in our Club O Rewards Program Terms and Conditions.

Sincerely,

Overstock

Consumer Response:
Complaint: ********

I am rejecting this response because:  First, I'd add that OverStock (OS) support team has been available and fairly easy to work with.  However, to us the customer, the main scope of the complaint has not been addressed.  Through the last four months, we've had to deal with countless hours lost in coordinating deliveries (four or five), being available for the deliveries, being available for the final pickup, and hours spent on the phone with support.  After all this, we agreed to OS Support's offer, that we would accept other than perfectly NEW furniture to put a close to this ordeal.  However, the last attempted delivery was not the furniture we'd agreed to.  While it seems OS Support and us agreed on many things, it would seem OS does not have even limited control over the shipping/logistics of supporting their customers through to the end of the sales transaction.  While OS does not have control of the condition of the products delivered, it would seem they would "own" that responsibility, correct in manner, and oversee that correction.  For the hassles we've endured, (we just wanted new furniture), we feel it is only right that OS would offer FREE delivery of the returns, and FULL refund of those items (except items by law that cannot be returned).  We do not wish to have anything from OS that we didn't provide a payment. 

Whether or not we actually go through with the returns is our option to consider.

OS provided two options (either or, not "in addition"), either they provide us free shipping of the returns and refund at a discounted rate (applied to OS Points - NOT to the charge card), OR 15% off next purchase.  We offered to repurchase the furniture, AT THE SAME PRICE as the original purchased price.  OS support would not agree.  However, since the last communication with OS support, the price on the furniture was reduced, and after their 15% off sale (provided on the OS Web site, not just to us from OS Support), the price on the furniture would have been the EXACT price we had originally paid.  In a matter to two days, the entire transaction would have been right where we had left off... incomplete delivery of TWO sets of furniture, and with us awaiting for the next delivery.  OS would have "won" with funds ($5,000 more) from a customer, and we, the customer still left to wait on deliveries.

We feel it is only right, since we can now re-purchase the same furniture ONE OUR OWN without OS Support's intervention, that OS Support would offer FREE returns and FULL credit to the charge card NOT to the OS Points for those items (except items not returnable by law).  Thank you.



Sincerely,

* ***

Business Response:

To whom it may concern,

The customer purchased the Extended Selection ABBYSON LIVING Richfield Premium Top-grain Leather Sofa, Loveseat, and Armchair Set, and the ABBYSON LIVING Richfield Top Grain Leather Ottoman, on 09/29/2015. The order number for the furniture purchased is *********.

The furniture is considered an oversized item and had to be shipped with a freight carrier. Items shipped with a freight carrier can take 1-10 business days to ship and 1-4 weeks to deliver from the shipping date.

The customer contacted Overstock and reported damage to some of the furniture. The customer had accepted pieces of the furniture and refused the damaged pieces. Therefore, the warehouse shipped out replacement furniture.

According to our records, the customer reported that the carrier tried to redeliver the same damaged furniture that was refused, and not the replacement furniture that was shipped by the warehouse. Consequently, the customer refused the delivery of the damaged furniture, and requested that the furniture previously received, be picked up, and returned. Once we confirmed the furniture received was picked up, the customer's refund was issued, and the customer wasn't charged any return fees as the furniture arrived damaged. 

The customer earned $****** reward dollars on the order for the furniture. The customer used the $****** earned reward dollars on new order # *********.

When reward dollars are earned on an order, and that same order is returned, the earned reward dollars are removed from the customer's Overstock account. If the earned reward dollars have been used on a new order and aren't available to be removed from their Overstock account, as stated in our Club O Rewards Program Terms and Conditions, if the customer lacks "sufficient Club O Rewards in your Rewards Bank, the Club O Rewards earned on previous purchases will be deducted from your refund on a dollar-for-dollar basis." (https://help.overstock.com/app/answers/detail/a_id/50).

Therefore, as the customer used the reward dollars earned on the order for the furniture, and then returned the furniture, we were unable to remove the $****** earned Club O Rewards from the customer's account, because they were used on another order.

Because the $****** reward dollars were used on a new order, and we couldn't remove the $****** reward dollars from their Overstock account, the customer would either need to be charged in the amount of $****** for the new order, or we would need to deduct the $****** from the customer's refund for the furniture that was returned. Therefore, to avoid having to charge the customer for the same amount of reward dollars used on a new order, the system automatically deducts from the customer's refund amount.

After reviewing the customer's additional concern, that they should receive some compensation for the time and inconvenience caused by the damaged furniture, we have issued the customer $****** in Club O Reward dollars. The reward dollars are available immediately and can be used on a future order with us. We know that this will not make up for the troubles the customer has experienced, but we hope that they will use it, and give us another chance to restore their faith in our services.

Sincerely,

Overstock

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  However, for the record, would like to clarify some points OverStock Customer Service touched on.

"The customer purchased the Extended Selection ABBYSON LIVING Richfield Premium Top-grain Leather Sofa, Loveseat, and Armchair Set, and the ABBYSON LIVING Richfield Top Grain Leather Ottoman, on 09/29/2015. The order number for the furniture purchased is *********"  - We ordered two complete sets of Abbyson Living ordered, not ONE set (for a total of eight pieces of genuine leather furniture).

"The furniture is considered an oversized item and had to be shipped with a freight carrier. Items shipped with a freight carrier can take 1-10 business days to ship and 1-4 weeks to deliver from the shipping date." - The first of the four deliveries and only two pieces of the six were acceptable (not counted are the two ottomans which were delivered separately).  Acceptable to us meant marks on the furniture that couldn't be removed with a soft rag and leather cleanser, uncorrectable wobble/twisted frame, and NOTICEABLE scratches in the leather.

"The customer contacted Overstock and reported damage to some of the furniture. The customer had accepted pieces of the furniture and refused the damaged pieces. Therefore, the warehouse shipped out replacement furniture." - This occurred four times from Oct '15 to Jan '16.  The fifth time, the delivery folks would not let us keep the last two pieces that would have made the complete sets.

"According to our records, the customer reported that the carrier tried to redeliver the same damaged furniture that was refused, and not the replacement furniture that was shipped by the warehouse. Consequently, the customer refused the delivery of the damaged furniture, and requested that the furniture previously received, be picked up, and returned. Once we confirmed the furniture received was picked up, the customer's refund was issued, and the customer wasn't charged any return fees as the furniture arrived damaged." - After the fourth delivery, we were asked by OS representative if we would accept two pieces from the fourth delivery that were NOT damaged or otherwise acceptable.  This would have completed the two sets we ordered originally.  We asked the delivery folks if we could keep the two - and refuse the damaged items.  We spoke to OS representative, she spoke to the delivery folks and could not convince them to leave the two acceptable furniture.  They refused.  The representative asked us if she could arrange for the two acceptable furniture re-delivered, would we accept compensation for the one piece we had that was damaged (scratched sofa that was left before Christmas per another arrangement with OS representative).  At this point, we felt we were out of options, we accepted.  The representative tried her best - but when the fifth delivery came, the delivery folks brought two pieces from the first two deliveries - scratched and wobbly (twisted frame) chair.  We have the pictures from those earlier deliveries.  We then requested OS re have ALL the pieces picked up, and for a full refund.

"After reviewing the customer's additional concern, that they should receive some compensation for the time and inconvenience caused by the damaged furniture, we have issued the customer $****** in Club O Reward dollars. The reward dollars are available immediately and can be used on a future order with us. We know that this will not make up for the troubles the customer has experienced, but we hope that they will use it, and give us another chance to restore their faith in our services." - After five deliveries and pickups, over the span of four months, we were inconvenienced, and frustrated <not over lack of furniture, but the lack of communication from OS logistics (warehouse/delivery), and the QA of the furniture>.  The furniture that were acceptable were great, and we would have liked to keep them.  We ordered the furniture because of the great reviews on OverStock's site - we posted our review and OS did not post it (which we now realize why the reviews were so high on this furniture).


One final note, we have zero complaints/issues with the Overstock customer service department.  The OS "customer" rating on particular items they are selling?  Let us just say we are not evaluating those anymore.  The QC/QA on the particular furniture we ordered was less than satisfactory.  Four separate deliveries to make almost two complete sets...  just unsatisfactory.


Sincerely,
* ***

1/22/2016 Advertising/Sales Issues | Complaint Details Unavailable
1/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a mattress frame November 27th, the frame was missing parts. I waited a couple weeks before opening the package. After this I called in and I was told the parts wpuld be sent. They shipped another mattress frame and it was the wrong one. When I call customer service they can't see what product I was sent. I want them to over night me either the parts I need or the entire correct order. When I spoke to Kayson today he said he would help but his words implied he could not over night me what I needed. Now I have two different products at my house that I cannot use. Even if I wanted a full refund I have no box for the original product as I was told by customer service that I would not need it.

Desired Settlement: I want my parts overnight to me. If for some reason I can't get parts to finish the product I bought then I want a refund.

Business Response:

To whom it may concern,

 

The customer placed an order on 11/27/2015 for the Priage 14-inch King-size Standing Smart Box Spring Mattress Foundation. The order was delivered on 12/10/2015.

 

The customer contacted us on 12/20/2015 and advised that the item was missing parts. We replied and advised that we would send a request to the warehouse and request replacement parts.

 

On 12/24/2015, the customer contacted us to advise they needed the parts quickly. We explained that we were waiting on an update from the warehouse; which should be received by no later than Monday, 12/28/2015.

 

Later on 12/24/2015, the warehouse provided us with tracking, and this was emailed to the customer. The replacement parts/item was delivered to the customer on 01/07/2016.

 

On 01/08/2016, the customer contacted us and advised they received the wrong parts/item. The customer requested that we ship the replacement parts/item with overnight shipping. We did send a request to the warehouse to ship the replacement parts/item with the overnight shipping option. The warehouse replied and provided FedEx tracking number ************ and advised that the replacement parts/item would ship out on Monday, 01/11/2016, with the overnight shipping option. They advised the customer could take the parts needed and dispose of the remaining parts.

 

Based upon the reply received from the warehouse, the customer should have the replacement parts/item needed by Tuesday, 01/12/2016.

 

If the customer needs any additional assistance, we would ask that they contact us at ###-###-####.

 

Sincerely,

 

Overstock

Consumer Response:
Complaint: ********

I am rejecting this response because:


The tracking number provided shows that the order has not gone out and will not arrive today. Plus, it shows it's a package that weighs 60 lbs. That is too heavy for to be my parts or a re-shipment of the original order.

I also want a direct number to contact someone and not a toll free number.

Sincerely,

***** *******

Business Response:

To whom it may concern,

Fedex tracking ************ – shipped 1/12/2016 and is out for delivery today, 1/13/2016. The customer was shipped the correct item to make his Priage 14-inch King-size Standing Smart Box Spring Mattress Foundation 100% complete. He was also instructed to dispose of any unneeded items that come in today’s shipment.

The customer may contact our corporate office at ###-###-####.

Sincerely,

Overstock

Tell us why here...

1/20/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I found an item I was interested in, and added it to my cart. It was a rug nuLOOM Alexa My Soft and Plush White ***** Runner (2'8 x 12') ITEM# 15384561, advertised for the price of 101.69. I was about to checkout and a pop up advertisement stated if I applied for a credit card, I would get 10% off my purchase. So I did. I could not find my promotion code so I called customer service and spoke to Danielle. She said I was already given 10% off from the original price of $112.99. I told her the price advertised was $101.69, not 112.99 and per your advertisement, I should get an additional 10% off. She apologized and stated she could not give me the 10% off. I feel this is false advertising. If you promise someone 10% off their purchase, this should be the price of the item stated. Not a previous price.

Desired Settlement: If this is not corrected, I will have the BBB investigate your company for false advertising.

Business Response:

To whom it may concern,

Currently, the product the customer is interested in item number 15384561, is currently on sale for $101.69.

In the terms and conditions of our Overstock.com Store card the 10% offered cannot be combined with any other promotion. Please see the attached screen shot. You may also follow this link, the terms and conditions are below and it states this fact regarding the promos not being able to be combined in the first paragraph. ( Link: http://www.overstock.com/storecard?keywords=store%20card&searchtype=Header)

The customer contacted us on  1/11/2016 inquiring about the 10% that was not applying. The above was explained to the customer. The customer advised our customer service that she is planning on canceling the card and the representative provided her with the bank’s information to contact them in order to cancel the card. Customers can contact a Comenity Capital Bank Customer Care at ###-###-####. Representatives are available Monday-Saturday, 8:00 AM – 9:00 PM EST, closed Sundays and major holidays.

Sincerely,

Overstock

1/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recieved Order #********* Gucci Guilty Intense Men's 3-ounce Eau de Toilette Spray through the mail 2 days ago and the bottle was broken and I had paid 52.94 for the product and shipping. It was shipped through DHL and then the final delivery by the USPS.

Desired Settlement: I would like a full refund of 52.94.

Business Response:

To whom it may concern,

The customer placed an order on 01/08/2016 for the Gucci Guilty Intense Men's 3-ounce Eau de Toilette Spray.

The customer contacted us on 01/16/2016 and reported that their order arrived damaged. The customer requested a refund. We apologized to the customer and explained that we would file a claim with the carrier for the damages. We explained that it could take 1-2 business days for the claim to be completed and that a refund would be issued once the claim was filed.

The customer was contacted on 01/19/2016 and advised that a claim was filed with the carrier. We advised the customer that if the carrier didn't come out and inspect the damaged item by 01/25/2016, to dispose of the damaged item.

The customer's refund was issued on 01/19/2016, in the amount of $52.94, to their credit card account. The customer may need to contact their financial institution to verify their credit posting timeframes.

Sincerely,

Overstock

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *****

1/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered 2 pair of shoes "Wally" and "Farly", only one pair received (Wally). Packing slip listed only one pair (Farly). Wally did not fit, too short and too wide. Requested full refund via chat. Here is transcript Cyrus: Hi, my name is Cyrus. How may I help you? Visitor: order ********** Cyrus: Hi there. Cyrus: Thank you for the order number. Cyrus: How may I assist you today? Visitor: ordered 2 pair, received only one pair, wrong shoe, poor fit Cyrus: I'm sorry to hear that you received a wrong item. I'd be happy to help you with the return. Cyrus: Please accept our apologies for the inconvenience we have caused by shipping a wrong product to you. I can understand how disappointed you must feel. Cyrus: Let me check in and help you further. Visitor: The order was apparently shipped in two boxes, only one FedEx tracking number Visitor: Only one box received, packing slip indicated blue shoes, green shoes were shipped Visitor: Never received blue shoes Visitor: Green shoes too short, too wide. Cyrus: I am sorry to hear that you have received only your partial order. I will be glad to check on this. Cyrus: For security purposes, could you please verify your full name, email address and the complete billing address? Visitor: **** *** Cyrus: For security purposes, could you please verify your full name, email address and the complete billing address? Visitor: *********** Visitor: why do you need billing address? Cyrus: We do have to verify the account before proceeding to the resolution. Cyrus: This is due to the security reasons. Visitor: *** ******** *** ****** ***** ***** Cyrus: Thank you for verifying, ****. Cyrus: Is it the "Hey Dude Men's 'Farly' Denim Blue Slip On Shoes " and " Hey Dude Men's 'Wally' Sage/ Camo Shoes Option: 43, Sage/Camo "? Visitor: Yes Cyrus: Thank you for verifying. Visitor: Received Farly did not receive Wally Cyrus: Just to confirm, is it the "Hey Dude Men's 'Farly' Denim Blue Slip On Shoes Option: 43, Denim Blue ", the one you have received an incorrect item instead of the original item.? Visitor: Correction Visitor: Received Wally, did not receive Farly Cyrus: Ís it the received item" Hey Dude Men's 'Wally' Sage/ Camo Shoes "? Visitor: Yes Cyrus: Thank you for reconfirming. Cyrus: To help you better could you please be more specific about the wrong item which you received? Visitor: Right item, but not listed correctly on packing slip. Visitor: Item (Farly) listed on packing slip was never received. Cyrus: Please accept our apologies for the inconvenience we have caused by shipping a wrong product to you. I can understand how disappointed you must feel. Visitor: All I want is to return what I received and get a full refund of what I paid. Visitor: It can't be that complicated. Let me speak with a supervisor. Cyrus: Please accept our apologies for the inconvenience we have caused by shipping a wrong product to you. I can understand how disappointed you must feel Cyrus: I'll go ahead and initiate a return for full refund right now. Cyrus: In this case, I can provide you a free shipping label. We will email you return instructions and a free shipping label via your email which you have provided. Usually, the label will arrive within a few minutes but can take up to 24 hours to arrive. Cyrus: Can you please confirm the email address where you would like to receive the return shipping label? Visitor: *********** Cyrus: Thank you. Cyrus: Just give me few minutes while I set up the return and give you the return instructions. Cyrus: While I setup the return, would you like me to search for an item that suits you? Visitor: No thabks Cyrus: Thank you for your time. I have initiated the return for refund. Cyrus: The Return Merchandise Authorization (RMA) number for the return is********** Please write this number on the exterior of the package. Cyrus: The return shipping label will have instructions on how to use it. Cyrus: In addition to your email inbox, please check your Spam/Junk and Promotions Folders for the return label. Cyrus: Simply place this label on the outside of the box and ship it back to us. You can drop it off at any UPS location. Cyrus: We must receive your returned items at our processing facility within 45 days of delivery. Cyrus: We will issue the refund within 3-5 business days from the return delivery date and you'll receive a notification via email which you have on your file. Cyrus: This credit will post to your account according to the timeframe established by your financial institution. Please contact the issuing financial institution for posting time frames. Cyrus: To make it more easy, I will email you the return instructions too. Cyrus: Please click here to view the Standard Return Policy: https://help.overstock.com/app/answers/detail/a_id/1387/c/1 Cyrus: I am extremely sorry to hear that you have not received the item." Hey Dude Men's 'Farly' Denim Blue Slip On Shoes " I will help you with your shipment. Cyrus: Since you have not received your order, I will go ahead and initiate a trace with the carrier. The carrier will try to locate this item and this process can take up to 1 - 4 business days to complete. Cyrus: If the carrier can locate your package it will be delivered shortly. If the carrier is not able to locate the original shipment, we will have a replacement shipped. Cyrus: Can you please verify the shipping address? Cyrus: I am sorry, I did not hear from you. Our system will disconnect if idle for 60 more seconds. Visitor: shipping address is Visitor: *** * **** ** ******** ***** *** ******** *** ****** ** ***** Cyrus: Sorry for the delay in reply. Cyrus: Thank you for confirming. Visitor: I dont want any replacement Visitor: I just want to return what I received and get my money back Visitor: 'This whole process has been a nightmare Cyrus: For the item "Hey Dude Men's 'Farly' Denim Blue Slip On Shoes ", since you have not received the item I can initiate a trace with the carrier. Visitor: Do what you have to do, just make sure I get a full refund. Cyrus: Since you have not received your order, I will go ahead and initiate a trace with the carrier. The carrier will try to locate this item and this process can take up to 1 - 4 business days to complete. Visitor: Its clearly your mistake, the packing slip shows Farly, but no Farly was in the box. Cyrus: If the carrier is able to locate your order during this trace, it will be delivered to you at the earliest. Otherwise, once the trace is completed, we will process your full refund. Cyrus: I have forwarded this issue to a specialized representative to set up a trace. Cyrus: We will contact you immediately via email or phone upon receiving the status of your item from the carrier. Cyrus: Can I have your phone number? Visitor: *** *** **** Leave a message if no answer Cyrus: Thanks. In the meantime, if you receive the original item before the trace is completed, please let us know immediately so that we can cancel the trace process. Visitor: or send text to *** *** **** Cyrus: I'll also leave a note on your account so that this can be followed up promptly. Visitor: Thank you Cyrus: Are there any other concerns I can address for you? Visitor: That's it for now

Desired Settlement: This is obviously a mistake by Overstock (wrong packing slip, only one box shipped) Given a run-around by Overstock (first chat session ended prematurely). I expect a full refund toi my AmEx, reimbursement for time wasted on chat.

Business Response:

To whom it may concern,

 

The customer placed an order for the Hey Dude Men's 'Farly' Denim Blue Slip On Shoes, in the Denim Blue color option, and the Hey Dude Men's 'Wally' Sage/ Camo Shoes in the Sage/Camo color option. The order was placed on 12/12/2015. The customer received their order on 12/16/2015 via FedEx tracking number ************.

 

The customer contacted us on 01/08/2016, and reported that the Denim Blue shoe color showed delivered; however, they never received this item. They also explained that the Sage/Camo shoe color they received was the wrong size. It was "too short" and "too wide".

 

Therefore, the customer was advised that we would initiate a trace for the missing item; which could take 1-4 business days to complete. If the package is located, it will be delivered, and if the carrier cannot locate the package, a full refund will be issued for this item. As the customer just contacted us yesterday, 01/08/2016, the trace is still open. However, the customer will be provided with an update on the status of the trace within the next 2 business days.

 

In addition, a free pre-paid return label was sent to the customer to return the Sage/Camo color option. The label was emailed to the customer to print off and return the shoes they did receive. The customer will be issued a full refund within 3-5 business days from when we receive the item back to our warehouse. The customer will then need to verify the posting timeframes with their financial institution.

 

If the customer has any questions or additional concerns with this or any other issue, we would suggest that they call us at ###-###-####, so that we can further assist them.

 

Sincerely,

 

Overstock

1/12/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Overstock.com advertised beds on their website as "Luca Home Twin Platform Storage Bed" made in Italy. Before I ordered beds on 11/29/2015 I googled Luca Home to discover (price shop) if beds were available elsewhere for a lower price: only overstock.com was listed as selling this product from Luca Home. Google had no information anywhere about a company named Luca Home who manufactured Italian furniture. I could only that this item was an overstock.com exclusive. After my order was delivered I noted that all identifying information with the order stated beds were: "Grupo Dupen Alicante 515 twin storage bed" made in Spain, not Italy. Nowhere in the packing or assembly instructions was the name "Luca Home" or "made in Italy" visible. When I googled Grupo Dupen the search result indicated that this same, exact item was widely available from other merchants at prices (ranging from $550-800) much lower than overstock.com, price of $1,112.99 each, also offering free white glove delivery. In fact, one seller also offered free assembly. To clarify, with the sole exception of overstock.com, every other website listing described this same, exact bed as "Dupen Alicante 515 twin storage platform bed, cherry". I also experienced other issues with this transaction.overstock.com made arrangements with a delivery company who did not keep their schedule and was not ordered to delivery to my door. I was given a delivery window of 9AM-1PM, for 11/16/2015. Delivery was not made until 4:44PM, only after many calls, promises, etc. Delivery men at first refused to deliver 10 heavy pieces for beds to my front door, even though Rachel, from YRC freight company promised they would. They finally did deliver explaining delivery was late because company made them go for random drug test in Elizabeth, NJ before making NY deliveries. When I contacted overstock.com customer service, by phone to report these problems, Brittney, customer service representative, advised she would discuss matter with her supervisor. At first, I was informed that because the company selling the beds for $700 each was not a member of the Better Business Bureau overstock.com could not match the price. I discussed returning the beds with Brittney who said she would make a referral to arrange for return. Then, after explaining to Brittney how I was kept from purchasing this bed from a merchant with lower price only because of overstock.com's fraudulent advertising description on the website and asking to speak with Brittney's supervisor, I was put on old again. Now, I was informed that Brittney's supervisor at overstock.com would make an exception and refund the price difference if I could sent verification of the lower price of $700.00, showing the same, exact bed, with the different name to the email address"*******@overstock.com, provided by Brittney, which I did. I even emailed a second time and was assured: "I am working on it now". Based on this information I disposed of my 2 old beds and arranged to have the new beds assembled. (I noted that the top left corner of one of the headboards was damaged and some nuts and bolts for the pistons were also missing, but these were not a major issues because I knew that overstock.com had no replacements in stock). Later in the day, I received an email from Brittney, offering a refund total of $100. overstock.com in-store credit, not the price match refund that was agreed upon earlier. I emailed her back that the $100 amount was not what was agreed. I expect overstock to keep their promise and issue price difference refund of $479.25 and offer any other compensation for delivery problem, damage to headboard and missing hardware. I also would like to see overstock.com remove "Luca Home, made in Italy" from all descriptions for this item and all of the other items/products from Grupo Dupen furniture for sale on the oversotck.com website where these items are still listed as "Luca Home, made in Italy". Yes, overstock.com did not just make an excusable error for this single item. Overstock.com is listing all of the Grupo Dupen furniture products for sale on the overstock.com website as being manufactured in Italy by a non-existing company called Luca Home. I would never have ordered the beds from overstock.com had they been correctly listed as being "Grupo Dupen" a large Spanish furniture manufactuer in business since 1966 since these very same beds were available in stock from other merchants with free white glove delivery for a much lower price. It was overstocks.com's false advertising/description, listing the beds at "Luca Home, made in Italy" that took away that option from me.

Desired Settlement: Refund of price match difference of $479.25 as per earlier agreement plus any compensation offered for damaged headboard of bed and missing hardware for pistons.

Business Response:

To whom it may concern,

The customer placed their order on 11/29/2015 for the Luca Home Twin Platform Storage Bed.

The customer contacted us on 12/17/2015, and discussed their delivery experience, and their concern about the item they received. The customer explained that item they received showed that it was made in Spain and that the box showed that the item received was the "Grupo Dupen Alicante 515 Twin Storage Bed".

The customer explained that because the listing was incorrect on our website, and if they would have known prior to the purchase, that they would have purchased somewhere else because it was cheaper locally and on other websites. Therefore, the customer requested that we match the price for a website by the name of triomaxgroup.com. The customer also advised that they had already received a 10% off discount on the order.

The representative explained that she would need to see if we could assist with the customer's request. The customer was placed on hold while we looked into their request for a price match. After researching the issue, the customer was informed that the website, triomaxgroup.com, didn't show that it was BBB accredited, as required for our price match policy.

The customer requested to return the order as they didn't agree with the reply or the policy. The agent did offer to transfer the customer to the Oversized Items Department to proceed with the return. The customer then advised they would file a dispute with their American Express credit card company since they didn't receive the item ordered.

The agent apologized and the customer continued by asking that an exception be made due to the circumstances. The customer wanted the agent to discuss this with their supervisor.

The customer was placed on another hold, and the agent did discuss the customer's request for an exception, with their supervisor. It was determined that because we couldn't locate the item on the alternate website, that the customer should send a screenshot or pictures of the website that offered the alternate price. An email address was provided to the customer to send the pictures to us.

The customer confirmed that they would provide the pictures in the next "1/2" hour. The agent explained she would keep an "eye out" and would follow-up by email and let the customer "know what we could do for her."

Once the pictures were received, we emailed the customer and explained that the item doesn't qualify for a price match, but that we could make an exception and issue a $100.00 discount.

On 12/19/2015, the customer responded and advised that the agent told them that Overstock would "make an exception and match the price of $700 per bed," if the customer sent Overstock verification of the price showing a photo of the bed and that the bed was manufactured by Dupen in Spain."

On 12/21/2015, the customer was notified that we would review the call and follow-up.

The customer replied and notified us that the beds also arrived damaged, and that they wanted Overstock to assist with a price match, as well as to issue compensation for the damages.

On 12/22/2015, the call was reviewed, and it was found that there weren't any promises made to the customer; other than we would see if we could price match for the customer. Therefore, the customer was provided with the following options

1. To accept a refund credit of $449.13 back to their original form of payment to keep the item as-is.

2. To receive a free Club O Membership for the full year, that would provide the customer with free shipping on all of their orders, plus 5% back in rewards on all of their purchases to use towards their next purchase. The custmoer was advised we would also pre-load $479.13 Club O Reward dollars to their rewards bank, to keep the item as is.

3. Proceed with a return for a refund.

The customer responded that they didn't feel as if any of the options provided were fair.

On 12/23/2015, the customer was advised that we could only offer the options as provided.

The customer replied that this wasn't the resolution she was looking for; however, would accept the $449.13 refund credit, to their American Express credit card account.

The refund was issued on 12/23/2015, in the amount of $449.13, to the customer's American Express credit card account. Typically, it will take 2-5 business days for the credit to be posted; however, if the customer's doesn't see their credit, they may need to contact the issuing financial institution to find out their credit posting time frames.

Sincerely,

Overstock

Consumer Response:
Complaint: ********

I am rejecting this response because: Overstock.com offered several options to resolve this matter, none of which were satisfactory to me; Overstock.com refused to deal with the issue of damages to my furniture and in fact fell short of meeting the price match by $30.00. I requested from them $879.25 to settle this matter, which included $400 to compensate for the damages. I sent them photos of the damages which included big dings as well as actual missing finish on very conspicuous parts of the furniture. Please note that Overstock.com indicated on their website that they had no stock on what I ordered, so returning this furniture was not an alternative. Furthermore, Overstock.com continues to list all furniture made by this company as being made by Luca Home in Italy, making it impossible for customers to comparison shop because these products are not manufactured by Luca Home in Italy, but by Grupo Dupen in Spain. This was done intentionally so that customers could not google the actual product manufacturer because if they did, customers would see other merchants were selling Grupo Dupen's products for far less than Overstock. As an example, one of my beds was selling at many stores for $550-$800; I paid $1000 before BBB intervened. This fraudulent practice has not been changed since I made my complaint. Overstock.com's website is still listing products from Luca Home, a fictitious company whose name was created by Overstock.com to dupe its customers. In summary, I will be satisfied with an additional $430 to finally resolve this issue. But the larger issue that BBB did not address is Overstock.com's continuing fraudulent practices against consumers. Thank you 




Sincerely,

******* *****

Business Response:

To whom it may concern,

Overstock did offer the customer options to resolve their concern. The customer notified Overstock that they weren't happy with the options, but would accept the $449.13 credit, back to their credit card account. The credit was issued as agreed upon.

We understand that the options provided aren't satisfactory to the customer; however, these are the only options available for this situation. If the customer isn't happy with the discount issued on the order, they still have the option to return the merchandise for a full refund.

We are currently reseaching the listing of the item shown on our website and this will be addressed accordingly.

Sincerely,

Overstock

Consumer Response:
Complaint: ********

I am rejecting this response because: Overstock.com in their last response said that if I wasn't happy with the options, I could return the item(s). However, when Overstock.com advised that they would price-match, I got rid of my old beds, so returning the beds is not an option which I mentioned previously. Overstock.com also advised that if I let them know within seven days (which I did) Overstock.com that I still had unresolved issues, my complaint would be reviewed. Photos of the  damages on the furniture were provided to Overstock.com and I considered $400  reasonable compensation. Also the price-match Overstock refunded was short $30 from what I asked for. So to resolve this matter, I am requesting $430.00 which I consider to be fair and equitable. With respect to the fact that this furniture was listed on Overstock.com's website under the fictitious company name Luca Home is an issue that has not been dealt with because Overstock.com still has Grupo Dupen's whole line of furniture listed as being from Luca Home, a company that dies not exist. Other customers are continuing to purchase this brands products for very high prices because they are unable to comparison shop because of Overstock.com's failure to provide the true manufacturer of this furniture.  

Sincerely,

******* *****

Business Response:

To whom it may concern,

The customer has recently contacted us to advise that they didn't agree with the options provided and that they felt an additional price adjustment should be made on this item.

We have responded and requested that the customer provide us with pictures showing the item received. Once we received the pictures, they were reviewed and it was determined that we would assist the customer with an additonal $430.00 refund.

The refund was issued on 12/30/2015 to their credit card account. If the customer doesn't see the credit, we suggest that they contact their financial institution, and verify their credit posting timeframes.

Sincerely,

Overstock

1/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello I placed an order for 6 drapes order # ********* and returned all of them. I returned 4 of them that were in 1 box after seeing that the color was not the same as advertised. I printed and used a return shipping label for these since they were already opened and needed a new shipping label to return. When the other 2 of them arrived in a separate package I returned the box unopened to the carrier and they returned them using the Return to Sender protocol for unopened packages. I placed a separate order for 5 lights order # *********. I returned all of them... These lights were all the same style and they had crystals that hung form them that continue to fall off and many of them were chipped upon inspection. I printed out and used a return shipping label for three of these since they were already opened and needed a new shipping labels to return. The rest of them arrived in separate packages I returned these 2 boxes unopened to the carrier and they returned them using the Return to Sender protocol for unopened packages. The three packages that I did not open I returned unopened through FEDEX so that no one would not have to pay return shipping on unopened merchandise. I see through the tracking numbers that 1 of the return to sender boxes was received at the Salt Lake facility on 12/9/15. Tracking number ****************** shows they were signed as received by Overstock. The other 2 were received at thier Compton facility on 12/15/15 tracking numbers ************ and ************ shows they were signed and received by Overstock. I have emailed them asking why I haven't received a refund and they send me a copy of their return policy and the timelines on the policy have been past by 1 to 2 weeks. Then I ask again and they say they will respond in 24 hours but no one responds. I just want my money back. I will not try to save them return shipping again. I have learned my lesson. But they DO have the items and my MONEY. They are stealing and not abiding by their own published return policy and timelines. By the way the items that received a new shipping label were received AFTER the Return to Sender packages and were refunded to me within less than a week.

Desired Settlement: I want a refund on the items placed on both orders since all the items have been returned and received by overstock.

Business Response:

To whom it may concern,

 

Regarding Order # *********:

 

The customer ordered 6 Lush Decor 84-inch Avon Curtain Panels on 11/14/2015. The order was sent in two boxes. The customer refused one box; which was returned to the original warehouse. The second box was delivered to the customer on 11/24/2015. Therefore, the customer was sent a return label, and the item was returned and received back on 12/09/2015. The refund was issued for the box returned, where the customer used the return label, in the amount of $142.79. This refund was issued on 12/09/2015 to the customer's PayPal account.

 

On 01/09/2016, it was confirmed that one of the boxes was refused, and delivered back to the original warehouse. Therefore, the customer was refunded for the remaining curtain panels, in the amount of $76.90, to the customer's PayPal account.

 

Regarding Order # *********:



The customer ordered 1 Jessica Crystal Basket 3-light Antique Bronze Flush Mount Chandelier and 4 Extended Selection Emilia 12-inch Antique Bronze Crystal Flush Mount Chandeliers on 11/16/2015. The order was sent in five boxes. The customer refused two boxes; which were returned to the original warehouse. The remaining three boxes were delivered to the customer. Therefore, the customer was sent return labels, and the delivered items were returned and received back on 12/16/2015. The refund was issued for the boxes returned, where the customer used the return labels, in the amount of $85.49 x 3. The three refunds were issued consecutively to the customer's PayPal account.

On 01/09/2016, it was confirmed that the two boxes that were refused, were delivered back to the original warehouse. Therefore, the customer was refunded for the remaining chandeliers, in the amount of $85.49 and $114.99. The refunds were issued to the customer's PayPal account.

 

*The reason there was a delay with the customer's refund, is because the customer refused the delivery of their packages, and didn't inform Overstock that the packages were refused. As a result, the packages weren't returned to the Returns Warehouse, and the return wasn't processed or completed. However, we have confirmed that all of the customer's refunds have now been issued and that the issue has been resolved.

 

If the customer needs any additional assistance, we would ask that they call us at ###-###-####, so that we may further assist them.

 

Sincerely,

 

Overstock

1/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On about 11/28/2015, I purchased the Gorilla swing set club house/ tree house. The price of this set is almost $2500. The swing set was delivered on 12/8/15. The swing set weighs close to 1000 pounds. On about 12/9/15, I hired someone to build the swing set. When I got home from work, after the swing set had been built, I realized that Overstock had sent me the wrong swing set. The swing set sent by Overstock was the treehouse version only and did not include the clubhouse I ordered. The version sent by Overstock is about $250 less than what I ordered. I contacted Overstock immediately of this and sent them pictures of the set. I was assured that the issue would be resolved, that they would send me the missing pieces and that they would compensate me to have the builder come back and finish the swing set. To date, this has not occurred. I have followed up multiple times and I keep getting told that they're looking into it and will let me know within 1-2 business days. Needless to say, 1-2 business days have passed MULTIPLE times and they have failed to resolve the issue . They don't want to take responsibility and are giving me the runaround.

Desired Settlement: I want them to send me the missing parts and I want them to pay to have the builder return to finish building the swing set.

Business Response:

To whom it may concern,

 

The customer placed an order on 11/27/2015 for the Gorilla Playsets Mountaineer Clubhouse Treehouse Swing Set with Amber Posts.

 

The customer contacted us on 12/10/2015 and advised that they received the incorrect item after they had paid someone $500.00 to assemble the item.

 

On 12/11/2015, we discussed having pictures sent to us so that we could verify what the customer received. The customer sent pictures; however, the lighting in the pictures was poor.

 

On 12/17/2015, the customer was advised that we were still working with the warehouse to obtain the parts needed to complete the swing set.

 

On 12/18/2015, we let the customer know that we were still working to have the correct parts sent out and would provide an update within 2 business days.

 

The warehouse replied to our request for replacement parts and advised that they would need clearer pictures provided by the customer. Therefore, we asked the customer to provide us with additional pictures of the item received.

On 12/24/2015, we received additional pictures from the customer. The pictures were forwarded over to the warehouse for review.

 

On 01/08/2016, the warehouse provided us with tracking information for the parts the customer needed for the item. The replacement parts were shipped on 01/08/2016, via UPS Freight tracking number *********, and the customer can track the status of their order with the following link: ****************************************************************************************. This information was also emailed to the customer.

 

In addition, a $500.00 discount was issued to the customer's credit card account on file; so that they could have someone complete the assembly of the parts once they are delivered. The discount was issued on 01/08/2015. The customer will need to allow time for the credit to be posted or may need to check with their financial institution to verify their posting timeframes.

 

If the customer needs any additional assistance, we would ask that they give us a call at ###-###-####.

 

Sincerely,

 

Overstock

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ********

1/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 11/12/2015, I purchased a Avery Island 9-piece Resin Wicker Patio Sectional Set. On 12/5/2015, after receiving the items and inspecting them, the item had arrived damaged. A call was made to Overstock on this day. Justin V. with Overstock forwarded the claim to their Oversized Parts Department. On 12/9/2015, I called again requesting an update on my replacement. I was informed by Andrea E. and Tyler H., that this process would take approximately 1-2 business days. Photos indicating the damage was sent to Overstock on this day. On 12/11/2015, Tyler H. with Overstock had informed me that they are still waiting on replacement parts from their warehouse and do not have any additional updates. I was told that this process would take an additional 1-2 business days. Overstock did not contact me with any further updates. On 12/17/2015, I called Overstock again to inquire about the status of my order and replacement parts. I spoke to Valerie with Overstock and she had apologized for the inconvenience and the fact that I have been waiting for weeks to have my order fulfilled. Valerie had offered to send me a brand new patio set because of the delay I was experiencing. She also advised me to hold onto the damaged set. On 12/24/2015, I called Overstock again because we did not receive any shipping information or status updates. Overstock had informed me that the deal offered on 12/17/2015 was no longer valid. I was not going to receive a replacement set; instead Overstock wanted to send me replacement parts. Furthermore, I was informed by Overstock that they had lost the parts order and asked me for all of the original information I had presented to them on 12/5/2015. At this point I had requested Overstock to take back the entire patio set. I have also disputed the charges with my credit card company. This situation is ridiculous and unfair to the consumer, especially when the price of the patio furniture is over $2,000.

Desired Settlement: I have disputed the charges with my Credit Card company and wish to send everything back. Overstock has not fulfilled their end of our agreement. The items are ready to be picked up at Overstock's earliest convenience. I will not be responsible for any shipping charges.

Business Response:

To whom it may concern,

The customer placed an order on 11/12/2015 for the Avery Island 9-piece Resin Wicker Patio Sectional Set; which is an oversized item. The order was delivered to the customer on 11/25/2015.

The customer contacted Overstock on 12/05/2015 and reported that their order arrived damaged. They explained the pieces that were damaged and we offered to request that the warehouse ship out replacement parts. A request was sent to the warehouse to ship out replacement parts to the customer.

On 12/09/2015, the customer contacted us and wanted an update on the status of the parts request. We explained we were still working on the request and would follow-up with the customer within 1-2 business days. We also emailed the customer and requested that they provide us with pictures of the damages.

On 12/10/2015, we received pictures from the customer, showing the damages to the item and the packaging. The pictures were forwarded to the warehouse for review and we requested that replacement parts be shipped out to the customer.

On 12/11/2015, we notified the customer that we had contacted the warehouse, and requested the replacement parts be shipped out, and that we were waiting on an update from them.

On 12/13/2015, the customer contacted us and notified us that additional damage was found on another piece to the item. Therefore, we notified the warehouse that there was additional damage to the item, and requested an update on the tracking details for the replacement parts.

On 12/17/2015, because the warehouse had failed to provide tracking for the replacement parts, a replacement order was sent over to be processed and shipped out.

After some back and forth with the warehouse, they had canceled the replacement order in the system, as they had provided us with tracking information for the replacement parts.

On 12/24/2015, we contacted the customer and advised that the replacement parts had been shipped out. The customer was provided with tracking information for the replacement parts.

Consequently, the customer contacted us to advise that they wanted the full replacement order shipped out, and would not accept delivery of the replacement parts that had already been shipped out. We explained that the warehouse wouldn't be shipping a replacement and that if they didn't accept the replacement parts, we would assist in having the item returned. The customer requested to have the item picked up and returned.

On 12/28/2015, we requested that the warehouse provide disposition for the damaged pieces the customer had received, and advised that we were working to have the replacement parts intercepted and returned.

The warehouse has confirmed that this order should be returned at no cost to the customer. Therefore, we are working to have the return processed and picked up with a freight carrier. The customer will receive the paperwork needed for the pick-up as soon as it is available.

Once we have confirmed that the merchandise has been picked up, a full refund will be issued, back to the customer's credit card account.

Sincerely,

Overstock

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Overstock shall contact me to arrange pickup

Sincerely,

***** ******

1/1/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I would like to close my Overstock.com account and would also like them to delete all my information from their databases about me immediately and permanently. The web site has no way to do this. I used the online chat to ask, and they told me to change my email address by adding the word "invalid" and saving it. This did not work. I chatted about this problem and they told me to try another browser. I tried two other browsers and it still did not work.

Desired Settlement: I would like written confirmation from Overstock.com that my account is closed and all my information is deleted from their databases.

Business Response:

To whom it may concern,

 

In accordance with your request, we have removed the customer's email address, ***************, from our system. For accounting purposes, we are required to maintain certain information regarding the customer's account in accordance with our Privacy Policy. Please be aware data shared with third parties pursuant to the customer's previously-provided consent may persist in locations not under our control.

 

The customer has been sent written confirmation, of the above information, to the address they have provided to the Better Business Bureau.

 

If the customer has any additional questions or concerns, we would ask that they contact us at ###-###-####, so that we may further assist them.

 

Sincerely,

 

Overstock

1/1/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order with a specific delivery date noted. The day after placing the order I inquired as to an estimated delivery date as the item was a Christmas gift. The customer service rep assured me the item would ship that day. The next evening the item still had not shipped so I then contacted customer service again who also said the item would ship that day. The following day the item was STILL listed as processing so I called and tried to cancel the order. I was then guaranteed the item would ship THAT DAY and told I cannot cancel the order while it is processing. 6 days later I contacted customer service again. Each representative I spoke to told me that someone from the company would reach out to me in 1-2 days and I haven't heard from one person at all. My gift was ruined and I don't even have my money to purchase another gift. I am beyond upset with this company. My item is still processing so according to the company I cannot have my money and again, the item will ship any time. I will never recommend this company again.

Desired Settlement: I want my money back or my item to be shipped with the fastest shipping rate possible, at the cost of the company. I shouldn't have to pay for fast shipping when it should have arrived days ago.

Business Response:

To whom it may concern,

The customer placed an order for the Michel Germain Sexual Noir Men's 4.2-ounce Eau de Toilette Spray on 12/20/2015. The customer paid $53.99 for their order.

The customer contacted us prior to the Christmas holiday to confirm if he would receive this item in time for Christmas. Based upon the information we had available, the customer was informed they should receive the item in time for the upcoming holiday.

However, the order didn't ship out prior to the holiday, and on 12/28/2015, we found that the order hadn't shipped out as a result of an inventory error at the warehouse. Therefore, the order was canceled, and the customer was issued a refund in the amount of $53.99. The customer will need verify the posting timeframes with their financial institution.

Sincerely,

Overstock

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

********* **********

1/1/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had ordered a black base/white cushions Stratus Swivel Office Chair. Today I received the item and it was not what I ordered. The chair was black cushions. I contacted overstock.com to let them know I did not receive what I had ordered. I was informed that I had ordered was out of stock so they sent me a replacement chair. At the time of my purchase, I did not get a notice the chair was out of stock, nor did I receive a call. It had been raining all day and the box was completely destroyed from the being outside in the rain until I arrived home. I was told UPS would come and pick up the item. Again, I mentioned there isn't a box for me to re-pack the chair. I was informed to put the chair outside for UPS. Really, in pieces? I was then informed if UPS does not come to pick up the chair, I could keep it do whatever I wanted with it and I would be refunded. I cannot go to the store purchase a box, come home, pack up the chair and take it back to the store for shipment. Since it was overstock.com's mistake, I asked that I keep the chair and receive a refund against my account in the amount of $131.99+tax. I was informed that could not be done. I don't see why that was not an option since I was informed if UPS does not pick up the chair, I can keep it and be refunded the total amount. This does not make sense. I am a very good customer of overstock.com. I purchase items practically every week.

Desired Settlement: I would like a full refund in the amount of $131.99+ tax immediately.

Business Response:

To whom it may concern,

 

The customer placed an order on 12/18/2015 for the Stratus Swivel Office Chair. The customer selected the "Black" color option.

 

The customer contacted us on 12/23/2015 and reported that she didn't receive the color she expected. It was confirmed that the color the customer wanted was out of stock. The customer requested to keep the item received and that we issue them a refund. We explained that the item would need to be returned or they could keep the item as-is. The customer declined to return the order and advised they would keep as-is.

 

On 12/23/2015, the customer contacted us via our Chat Customer Service option, and explained that they ordered a white chair and received a black chair. The customer explained that they wanted to return the item received; however, they didn't have packaging to return the chair, as the carrier left the item in the rain and the box was destroyed. The customer confirmed that there wasn't any damage to the item.

 

Because the item arrived and the box was destroyed, we offered to file a claim with the carrier, due to they left the item in the rain; which is the reason the box was destroyed. When filing a claim with the carrier, they ask to inspect the packaging and the item. However, the customer informed us that there wasn't any damage to the item, and that they no longer had the packaging. As a result, we were unable to file a claim with the carrier as the item wasn't damaged and the customer no longer had the packaging.

 

Because the customer claimed that we sent them the incorrect item, we offered to send the correct "Black" color option they ordered, as the "Black" color options was and is in stock. The customer explained that they wanted the white chair shown in the picture and not the black they received. After discussing this issue with the customer, it was understood that the customer wanted the "White" color option, but the "Black" color option was ordered in error. We explained to the customer that they ordered the "Black" option and the "White" option was out of stock. We offered to further assist with a return of the item ordered and received. The chat conversation was disconnected.

 

On 12/23/2015, the customer emailed us, requesting to return the item received. The customer explained in the email that they no longer had the box the item arrived in as it was damaged. Consequently, we sent an email reply to the customer, explaining that they would need to repackage the item, and return it to us for a refund.

 

On 12/24/2015, the customer called us, and explained that they received their chair, and that it arrived in the wrong color. We emailed the customer a return label, and advised that once the item was returned, we would assist with a refund.

 

On 12/27/2015, the customer contacted us via the Chat Customer Service option. The customer stated "It is not fitting in the damaged box I received the chair in" and "I would like ups to pick it up at my house please". Therefore, a UPS pick-up was processed, and the customer was advised that the item would be picked up within the next 2-5 business days. We explained that UPS would bring the call tag with them and that the customer only needed to have the item ready for pick-up. The customer was provided with return tracking number ******************.

 

On 12/28/2015, the customer called and requested that we send them a return label, as UPS was coming to pick-up the chair. The customer was emailed a return label.

 

On 12/28/2015, UPS attempted to pick-up the chair. However, UPS wasn't able to pick-up the chair, as it wasn't ready for pick-up.

 

**The customer ordered the "Black" color options as shown in the attachment. It appears as if there was some confusion with the item ordered due to the picture shows a white chair. Therefore, we will be looking into having the picture updated to include the black and white chair, as there are two color options available for this chair.

 

***A UPS pick-up has been processed on our end for the return of the chair. The return fees have been waived. The customer doesn't need a return label for UPS as the pick-up ws processed with a call tag; which means that UPS will bring the return label with them when they come out to the customer's home. The customer only needs to have the item packaged and ready for UPS to pick-up the item. If the customer is having difficulty in repackaging the chair, as the packaging arrived damaged, they can contact Overstock at ###-###-####, and speak with a supervisor. The supervisor can request that the warehouse make a box for the customer to return the item received. Once the item has arrived back to our warehouse, the customer will receive a refund, within 3-5 business days.

 

Sincerely,

 

Overstock

Consumer Response:
Complaint: ********

I am rejecting this response because: on most of Overstock's items, if there are more than 1 color, the picture will show more than 1 color.  I assumed because there was only the white chair posted, this is the only color the chair came in.  I considered the "Black" because of the legs of the chair, not the seat cushions.  I was infomed by live chat that if the product is not packed properly upon return, I will only get a partial refund.  I went to the UPS store to purchase a box, which I paid $22.25.  UPS came to my house yesterday.  The item was not ready for shipment.  The note stated they will be coming today between 1-5pm.   I am expecting a full refund.   I am rejecting the response because this entire order has been a nightmare from the beginning all because my package was left out in the rain and the box was destroyed.  I have been a good standing customer for a while now and because of the poor customer service I received, I will not shop there again.  One of many customers lost because of poor customer service. 

Sincerely,

****** *****

Business Response:

To whom it may concern,

 

We understand the confusion with why the customer believed they had ordered the "White" color option for this chair. As previously stated, we reviewed the picture shown on our website, and it does show only the white chair. As a result, we are working to get the picture shown online updated to include pictures of both the white and black color options.

 

We have confirmed that the customer's order was picked up on 12/29/2015 via UPS tracking number ******************. The return fees were waived and the customer will receive a full refund within 3-5 business days from when we receive the item back to our warehouse.

 

As the customer has purchased a box to return the item, we would ask that they fax a copy of their receipt to ###-###-####, and write order #***-***-****on the fax. The customer should also write "BBB Case # *********" on the fax. Once we have received the fax, our Pay Support Department has confirmed that they will issue a refund for the amount paid to purchase the box used to return the chair.

 

According to our records, the customer used an Overstock store credit card account to make the purchase of the chair. Therefore, our Pay Support Department can either refund the amount paid for packaging to the credit card on file, or the customer will need to contact us and provide an alternate credit card number they would like the refund issued to. If the customer would like the amount refunded to the credit card on file, they can write on the fax to "proceed in refunding the amount to the card on file". Otherwise, if they want to have the refund issued to an alternate credit card, they will need to call ###-###-####, and ask for our Pay Support Department after they have sent the fax.

 

Sincerely,

 

Overstock

 

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *****

12/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When browsing on their site I found an item I was interested in purchasing. I went through the process of completing the purchase to find out shipping information. I clicked proceed to checkout. It immediately asked me for credit card information. Being I did not know the cost of shipping I exited out of the site. They proceed to send me an email saying my order was being processed. How is it being processed without cc info? Well they send it to a third party automatically to collect funds at a later date. No where did I select pay later. Now they are saying that I have to pay the cost to ship back. This should be illegal to do.

Desired Settlement: For this to go as a mark against them so other people know about their shady methods. One of their employees made a nasty remark when she thought I had hung up the phone. And for them to cancel the order without me paying a single penny.

Business Response:

To whom it may concern,

The customer placed an order on 12/22/2015 for the Razor Dirt Rocket MX 350. The payment method used was Klarna; which is a new payment option offered to customers, where they can order now and pay later.

On 12/22/2015, the customer emailed us and requested that we cancel the order. We replied and advised we would send a request to cancel the order; however, we were unable to guarantee that the order would be canceled, as the order was sent to the warehouse for processing.

On 12/23/2015, the warehouse confirmed that the order couldn't be canceled as it had been shipped out. The customer was emailed and advised that we were unable to cancel the order and we offered a a free return for a refund.

The customer called Overstock and discussed the issue with Overstock. The customer was informed that this issue would be escalated to another department to assist with the return of the order and they would receive follow-up in 1-2 business days. 

The customer emailed us and advised that the representative that he had just spoken to had called him a derogatory name, thinking that he had hung up, but that he was still on the line.

Therefore, the issue was escalated to a supervisor. According to our records, the supervisor did contact the customer and discussed the issue and experience with the customer. We confirmed that we would contact the carrier, intercept the order, and have it returned back to our warehouse. As a result, the customer will not be charged for this order, and Klarna will be notified of this information once we confirm the order has been intercepted and returned.

*The call between the customer and the representative has been listened to and addressed as needed.

Sincerely,

Overstock

Consumer Response:
Complaint: ********

I am rejecting this response because:

I accept the response and am satisfied with the supervisors follow up. However, I feel they need to adjust their online payment to where it notifies the consumer to check a box for pay later and that they do not automatically place the order.  This way nobody else has to deal with an issue like this. 
Sincerely,



***** ******

12/30/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a product from Overstock.com online. My credit card was verified and the product shipped and was delivered. Several weeks later I received a bill for the amount plus a late fee and a threat to go to a collection agency. The only reason the payment did not go through was related to Overstock's 3rd party payment processor. At time of purchase there was no error message, No attempt was made to contact me but for this threatening letter demanding a late fee. I'm sure many customers do not take the time to complain and just pay the late fee. Small on an individual basis but multiplied by potentially thousands of transactions sounds like a scam to me. Overstock customers risk identity theft from a third party processor, negative impact to credit rating, getting overcharged and being cast as a "deadbeat" customer. Unacceptable.

Desired Settlement: 1. Provide me a letter or email stating that I was not overdue in paying and that Overstock's contractor sent the additional charge in error and that there will be no referral to a collections agency and that my credit will not be affected. 2. Provide a way for me to pay for the product without going through the 3rd party attempting to tack on charges, or eliminate the payable.

Business Response:

To whom it may concern, 

 

According to our records, the customer placed an order on 10/23/2015, for a Bardwil Montvale Woven Jacquard Tablecloth. The payment method selected was Klarna.

 

Klarna is similar to a credit card company, in the fact that Klarna pays the merchant for the product, and the customer is billed and expected to make a payment at a later date. Customers have the option to make a payment for the merchandise as the time the order is placed; however, the customer must make the payment through Klarna's system.

Overstock has partnered with Klarna in order to provide customers with an atlernate payment option for their order. Consequently, Overstock doesn't have any access to their notes or records, as we are a separate company from Klarna.

 

We can confirm that Klarna paid Overstock for the order on 10/27/2015; however, becasue we don't have access to Klarna's notes or records, we cannot confirm what payments th customer has made to Klarna. Consequently, we cannot provide the customer a letter stating that they have paid Klarna, as we don't have access to this inforamation.

 

The customer would need to contact Klarna at ###-###-#### or email ************@klarna.com, to further discuss this concern. The payments will need to be made to Klarna as this is the company that is owed for payment of the order.  

 

Sincerely,

 

Overstock

Consumer Response:
Complaint: ********

I am rejecting this response because: The Rep I spoke with admitted that the checkout procedure was not clear (Overstock, please review recorded phone call). Klarna did not contact me before adding an annualized 240% interest equivalent in "late fees". Overstock can not simply wash their hands of a customer complaint simply because they have used a 3rd party. Imagine Amazon telling me a shipment lost by UPS was my problem and they won't help resolve it. Doesn't happen with reputable online retailers. The path of least resistance for Klarna is to not provide a reasonably east way to pay and then when some customers fumble, slap them with a highly profitable fee. I did try to contact Klarna - the call wait list was 30 callers deep (and I can guess why). Overstock should make it more clear that the customer is signing up with an aggressive creditor who's business model includes making it likely that highly credit-worthy customers will miss a payment and fleece them for late fees and threatening to take them to a collection agency. My credit is likely affected by this (recently at 830+). I truly hope that the BBB doesn't allow this kind of behavior from businesses rated highly and therefore trusted by consumers. Calculate a scenario where Klarna does not properly and clearly explain the process (clicking a box does not comply),then making it difficult to pay, not communicating with the customer and then for the price of a stamp, a piece of paper and an envelope make $5 on thousands (or millions?) of transactions. Lucrative, deceiving and they should be investigated. For my part, I will follow-up on this with the Attorney General's office and other consumer advocates if Overstock does not help resolve this to my satisfaction. 


Sincerely,

**** *********

Business Response:

To whom it may concern,

 

Klarna is an alternate payment method provided to our customers. This payment method is similar to a credit card company. By using Klarna, the customer is able to purchase an item with the merchant on credit. 

 

As with a credit card, the customer still owes for the item purchased using the credit card, and the credit card company will bill the customer for the item charged to the credit card. If the customer doesn't pay the credit card bill, they are responsible for any late fees, or collection activities that are determined by the credit card company. The same concept applies when using Klarna, as the customer is purchasing merchandise, based upon credit.

 

When the customer clicks the box to use the Klarna payment option, the Terms and Conditions of this payment option is available to the customer, before they complete their order. Overstock cannot be responsible if the customer doesn't review the listed Terms and Conditions or for customer's understanding of the Terms and Conditions listed for the Klarna payment option.

 

As the customer is having difficulty in speaking with someone at Klarna, we have contacted Klarna on the customer's behalf, and requested that they follow-up directly with the customer. The customer will need to allow a few days for Klarna to follow-up to further discuss their concerns with their Klarna bill.

 

If the customer needs additional assistance in contacting Klarna, they will need to give us a call at ###-###-####, and we will further assist them in reaching a representative of Klarna.

 

Sincerely,

 

Overstock

Consumer Response:
Complaint: ********

I am rejecting this response because: It is not answering the complaint, is condescending and inflammatory. I am over 50 and with a credit score over 830 I have used and understand credit extensively for several decades. With each of the many credit cards we use, there was a deliberate and transparent application process. It was not akin to checking the privacy policy box by mistake. Reputable credit card companies guide and explain. Credit card companies send an invoice so that the customer can easily review the charges and pay. Credit card companies send reminders and do not threaten their clients with collection agencies and do not threaten to impact their credit scores without first, explicitly attempting to collect the payment by providing an invoice or communicating with the client in some clear and meaningful way. Credit card companies, at least the ones we use, do not make a high percentage of their profit from usurious interest rates in the guise of "late fees". We have been buying online since the service was available. Whenever something knew came along that changed the way transactions were made the retailers ensured that their customer base understood the change. Who, with a credit score of 830, takes out a loan for a $20 table cloth intentionally? There is no security benefit either. My husband had already used Overstock in the past purchasing with a credit card. Giving personal information to an additional party with limited experience in the US does not sound like better security to me.


 I am still waiting for a document indicating that I am paid in full, was not late and clearly specifying that, regarding this transaction, there has been and will never be a transfer of my personal information to a collection agency or any other action or correspondence that will negatively impact my credit. 

Sincerely,

**** *********

Business Response:

To whom it may concern,

The reply given to the customer was to clarify the process and procedure the customer needed to follow, in order to resolve this matter, as the issue presented is with payment to their Klarna account.

We explained in detail how Klarna works, and used how credit card companies work as a comparison for Klarna, in order for the Better Business Bureau to understand how the payment method works.

We understand that the customer doesn't agree with the policies and procedures of Klarna. However, the customer agreed to their policies when using this payment method. We have confirmed that the customer had the option to review the Terms and Conditions before proceeding with the order.

Overstock did contact Klarna and requested that they contact the customer and that the late fee be waived.

Klarna did confirm that the customer contacted them on 12/16/2015 via email and that a representative replied with some basic payment instructions and also waived the late fee for the customer.

Klarna confirmed that on 12/17/2015 the customer completed their payment in the amount of $25.94, which is the order total with no late fee included.

Klarna called the customer on 12/17/2015 to hear their concerns and pass along any feedback from them. The customer didn't answer and a message was left advising for them to call at their convenience, to assist further, and see if there was anything else Klarna could do to help resolve the unpleasant experience for them.

We haven't heard back from Klarna in regards to the customer's feedback or about any additonal concerns.

We have sent a message to Klarna today in regards to the document the customer is waiting on, that confirms the customer has paid in full, wasn't charged a late fee, and that their personal information wasn't sent to any collection agent. The customer should hear from Klarna shortly in regards to the request.

Sincerely,

Overstock

12/29/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Order # ********* [Incident: *************] I purchased a queen mattress set for this company through walmart.com. After two days I received a Email from this company that my order will be shipping in a timeframe of 1-4 weeks. It was very large time-frame but I agreed to that delivery time-frame. After this long time-frame I emailed this company twice regarding the my delivery date but they did not have any clue about by delivery date, which encouraged me to call support and find out. So after almost a week of emails and phone calls they brought the big excuse that the shipping company did no have my phone # to set up the delivery appointment. After that they gave the shipping company phone number to set up an appointment that I set it up for the following week. But after setting this delivery date with a time range between 1:00 PM to 5:00 PM they never came. So I went back to the round out and the waiting game to find out that the irresponsible shipping company never passed by saying that they stopped by that day around 10:00 AM. Which was a lie because my wife was home and the top of that I have security camera that I can confirm that they never came. So they want me to set up another delivery date for the next week with that irresponsible company. So what did was call and cancel headache and now they say if cancel I have to pay a delivery fee. What delivery if they never deliver the product. They ware the irresponsible once. I don't which one is more irresponsible the shipping company or Overstock.com. This is my complaint about and I'm looking for your help on this matter. Thanks

Desired Settlement: The total refund of my purchase

Business Response:

To whom it may concern,

The customer placed an order on Wal-Mart's website on 11/17/2015 for the Spring Air Value Addison Pillowtop Queen-size Mattress Set. On Wal-Mart's website, it shows this item is sold by O.co, also known as Overstock.com. The customer has agreed to Wal-Mart's Terms and Conditions when placing an order on their website.

Overstock has partnered with Wal-Mart to provide a selection of products to customers. As we are partnered with Wal-Mart, we are listed as a "Marketplace Retailer" with them. As shown on Wal-Mart's website, the Terms that are applicable to Wal-Mart Marketplace orders are as shown below, and can be found using the following link http://help.walmart.com/app/answers/detail/a_id/8#goodies.

 

“By purchasing a product from any of our Marketplace Retailers, you acknowledge that all Marketplace orders will be fulfilled by the third party Marketplace Retailer and not Walmart. The Marketplace Retailer will be responsible for all processing, shipping, returns, and customer service related to your Marketplace order. Products purchased from a Marketplace Retailer can only be returned to that Marketplace Retailer in accordance with its return policy and cannot be returned to Walmart stores or Walmart.com. Each Marketplace Retailer's shipping information, return policy, customer service information, and Marketplace Privacy Policy can be found on that Marketplace Retailer's Retailer Information page.

For other terms that apply to Walmart Marketplace, including important notices and disclosures, see About Marketplace at http://help.walmart.com/app/answers/detail/a_id/35/kw/marketplace

According to Wal-Mart's policy in regards to Returning a Walmart Marketplace Purchase, the following applies:



1.Start by reviewing the Marketplace Retailer's returns policy. There is a list of retailers above; follow the retailer's link to view their customer service contact information.
2.If you are able to return your purchase in accordance with their returns policy, contact the Marketplace Retailer directly. You cannot return the item to a Walmart store or to Walmart.com.
3.If you do not receive a response from the Marketplace Retailer, you can file a claim with Walmart.com. We will attempt to resolve the issue on your behalf, in accordance with our Walmart Marketplace Customer Service Policy, only if you have already attempted to work with the Marketplace Retailer first.

The customer contacted us on 12/19/2015 and reported that they refused delivery of their order. We advised we would need to further research and provide the details of the return fees within 1-2 business days. Overstock's Oversized Item Return Policy states that if the customer returns a non-defective or undamaged product or refuses a delivery without inspection, they are responsible to pay the return shipping fees. (https://help.overstock.com/app/answers/detail/a_id/2).

On 12/23/2015, we notified the customer that the return fees were $50.00, as the return is considered to be a buyer's remorse return. However, as an exception, we would waive the return fees, and issue a full refund once we could confirm that the order was refused and had been returned.

On 12/24/2015, we notified the customer that a full refund was issued, in the amount of $******. Because this is an order placed on Wal-Mart's website, they will now need to process the refund that was issued, and apply the refund back to the customer's credit card account. If the customer has any questions regarding their refund, they will need to contact Wal-Mart for further assistance.

Sincerely,

Overstock

Consumer Response:


Complaint: ********

I am rejecting this response because:

Sincerely,

******** ********

This is your Return Policy that you have on the Walmart website.

What is this a false advertising

Copy and Paste from Walmart website

You can initiate a return for most new and unopened items within 30 days of delivery for a Full Refund.* You must return items in new or unused condition with all original materials included with the shipment. We must receive your returned items at our processing facility within 45 days of delivery. We inspect all returned items and award a partial refund for opened or used products. If the return is a result of our error or defective product, we will refund the full cost of the merchandise and shipping charges. If you initiate a return after 30 days, a partial refund may be issued depending on elapsed time and condition of merchandise.

My delivery was set for the time-frame of 1:00 PM to 5:00 PM. and I called to find out why they did not pass by, they just told to me that they passed by around 10:00 AM.

That was a lie because my wife was home on the top of that I have security camera that I can prove that they never pass on a no arrange time-range. I don't know who is

more irresponsible you or your shipping company. Why do you charge those $50 Dollarsto the irresponsible shipping company.

Business Response:

To whom it may concern,

We understand the customer's confusion as Wal-Mart has listed Overstock's standard return policy for this item. According to the return policy listed, the customer "can initiate a return for most new and unopened items within 30 days of delivery for a Full Refund.* The return policy also states "If the return is a result of our error or defective product, we will refund the full cost of the merchandise and shipping charges."

The return policy doesn't state that every item returned is eligible for a full refund but specifically states most new and unopened items can be returned for a full refund. The return policy also specifically states if the return is a result of our error or the product is defective, we will refund the full cost of the merchandise and shipping charges.

The return didn't qualify for a full refund based upon the listed return policy. The customer was responsible for the return shipping fees of $50.00. However, the return fees were waived, and a full refund was issued on 12/24/2015. Because Wal-Mart's accepted the customer's payment, the customer will now need to discuss any questions regarding the refund or posting timeframes, with Wal-Mart.

Sincerely,

Overstock

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thanks for helped me out with this matter guys I pretty sure without your help this could not be resolved.  I got my full refund thanks to you again BBB.

Sincerely,

******** ********

12/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a necklace from this company. When the necklace arrived, it was broken. I requested to return the item to the company. I was given return instructions. I returned the item to the address given by the company with my RMA number written on the package as I was requested to do. Since then, I have contacted this company several times using their chat service and have spoken to about four different representatives. I have been told over and over that the warehouse does not have record of receiving my returned item. Then, when I provide them with the tracking number for the return that proves the item is delivered, I get told that, YES, they have received my returned item and that the refund will be processed and back in my PayPal account the next day. The tracking number for the return is USPS **** **** **** **** **** **. I have not received a refund for my order and I shipped the order back to the company on 12/4/15. The returned package has been delivered and despite all of my attempts to communicate with this business, the company has failed to refund my purchase. I want Overstock.com to refund my purchase as I have returned the item. I am tired of being lied to by Overstock.com representatives. Thank you

Desired Settlement: I want Overstock.com to refund my purchase as I have returned the item.

Business Response:

To whom it may concern,

The customer purchased the DB Designs Sterling Silver Black Diamond Accent Paw Print Necklace on 11/24/2015.

On 12/01/2015, the customer initiated a return for their order.

On 12/10/2015, the customer contacted us to confirm the status of their refund. We explained that the order was still in transit back to us, and that a refund would be issued once the item arrived back to our warehouse.

On 12/12/2015, the order was delivered back to our warehouse. The customer contacted us regarding the return status. We advised that the refund would be issued within 3-5 business days from when we received the item back to our warehouse.

On 12/16/2015, the warehouse completed the return, and issued the refund. The refund was in the amount of $16.99 to the customer's PayPal account. Generally, it will take 2-5 business days for the credit to post to their credit card account. Therefore, if the customer doesn't see the credit, they will need to check with their financial institution for their posting timeframes.

Sincerely,

Overstock

Consumer Response:
Complaint: ********

I am rejecting this response because:

I received an email stating that I would be refunded $16.99. However, the order was for $19.94. This means that $19.94 was deducted from my account for this purchase. I expect a full refund of $19.94. Thank you

Sincerely,

****** ********

Business Response:

To whom it may concern,

We have confirmed that the customer paid $19.94 when they placed their order. Because the customer returned their order, and the clasp on the DB Designs Sterling Silver Black Diamond Accent Paw Print Necklace was defective, a full refund should have been issued to the customer.

In reviewing the customer's order details, we found that there was a system error, and the customer's refund wasn't issued. Therefore, our Pay Support Department has issued the customer a full refund on 12/17/2015, in the amount of $19.94, to their PayPal account. If the customer doesn't see this refund, they will need to check with their financial institution, and verify their credit posting timeframes.

Sincerely,

Overstock

12/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered two love seats November 19, 2015. The first one shipped to me 11-24-15 and received 11-30-15. I noticed the poor quality of the furniture and notified overstock of my intent to return. The second lives eat, also ordered November 19 shipped to me 12-03-15. I was notified that it was to be delivered. I told the transit company that I was expecting them to call regarding a pick up that I have an RMA# for. They told me that they would check into it . I have RMA #s for both love seats I have one at my house and the other I have never gotten. I have gotten emails from overstock saying that they are waiting to hear from the warehouse for at least a week.

Desired Settlement: Money off to keep Repair

Business Response:

To whom it may concern,

The customer placed an order on 11/19/2015 the ABBYSON LIVING 'Broadway' Premium Top-grain Leather Reclining Loveseat. There were two separate orders, for the same item, listed under two separate accounts; therefore, our warehouse requested confirmation on 11/20/2015 that the second order wasn't a duplicate, and that the customer intended to order two of the same item. The customer confirmed that they wanted both loveseats. Consequently, we notified the warehouse to ship both orders.


The first order was shipped out on 11/23/2015 and delivered on 12/01/2015. The second order was shipped out on 12/01/2015 and the delivery was refused when the carrier called the customer to schedule the delivery.


On 12/04/2015, the customer contacted us and advised that they would like to return the loveseat that was delivered because they didn't like the low arm rests and the arms were also wobbly.


On 12/08/2015, we offered the customer a $****** to keep the item as-is. The customer declined this offer.


On 12/09/2015, we requested that the customer provide pictures of the defective item.


On 12/10/2015, the customer replied that the item was repackaged and they couldn't provide pictures. The customer advised they were waiting for a pick-up.


On 12/15/2015, the customer contacted us and explained they would like a resolution for this return.


On 12/16/2015, the customer was contacted and notified that it would cost $295.00 to return the order, and that we were willing to cover 50% of the return fees. The customer was advised that the return was registered and that the carrier should be contacting them within 1-2 business days or they could contact the carrier to schedule the pick-up. The carrier's contact information was provided to the customer.


On 12/17/2015, we confirmed with the customer that the pick-up was scheduled for 12/29/2015. The customer's refund will be issued once we can confirm that this order has been picked up.


**Regarding the loveseat that was refused, we are working to have the order returned, and a refund will be issued once we can confirm that the order has been returned. We have confirmed that the customer will receive a full refund for the loveseat that is defective and will be responsible for 50% of the return fees for the item that was refused. If the customer has any questions or concerns with the return process, they should contact Chris S. in the Oversized Items Department at ###-###-#### and provide reference # *************.


Sincerely,


Overstock

12/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I made a purchase on yesterday December 14th.I cancelled it the same day upon learning The person of whom I was buying it for already owned one.I called their customer service to have the order cancelled and not shipped here and for the funds to return to my card after the pre-authotization hold period.I was told that it had arrived at the warehouse already and that he would put in a request to have it cancelled.Not long after I received an email saying that they were able to cancel the order and that the funds will be back in my account in 3-5 days.However I receive an email today stating that the order has shipped.So I again contact them and then told that it is in transit and that I have to return it once it arrives here.Yet I have an email stating it was cancelled and fund ls would be return to me.Not only was I mislead but I now have to hope the UPS driver shows up while I'm home so I can refuse to accept the package and it returns to sender.Or wait for it to arrive and use up gas to drive to the nearest UPS location to have it shipped back and the nearest UPS is at least 30 minutes away from me.I have only ever wrote one other complaint I can remember and that was not even a complaint.But this is because I was mislead and now have the funds being taken out despite being sent an email from the customer saying they were able to cancel the order the same day.

Desired Settlement: The amount paid put back into my account as I was told would happen.

Business Response:

To whom it may concern,

The customer placed an order on 12/14/2015 for the Artiva USA 63-inch Walnut Floor-Standing Mirror and Jewelry Armoire with LED Light. The customer paid $162.99 for their order.

The customer contacted us on 12/14/2015 and requested to cancel the order. As the order was processing, the customer was advised we couldn't guarantee that the order could be canceled; however, we would try to cancel the order and provide an update in 1-2 business days.

A request was sent to the warehouse to cancel the customer's order. The warehouse confirmed that the order was canceled and that a refund would be issued.

Consequently, the refund wasn't issued and the order wasn't canceled, and was shipped out.

The warehouse shipped the order out under UPS tracking # ******************. Therefore, we contacted UPS and requested that the order be intercepted and returned. UPS confirmed that the order will be intercepted and returned, and so we have ensured that the customer's refund was issued today, 12/16/2015. The refund was issued in the amount of $162.99 to the customer's Visa credit card account. If the customer doesn't see the credit, they may need to check with their financial institution for their credit posting timeframes.

Sincerely,

Overstock

12/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I applied and was approved for an overstock.com credit card. I placed an order and it was cancelled because they "needed more information." I contacted customer service. The rep. did NOT ask me for anything other than my email address. She told me to wait and order again in 24 hours. I did and the same happened. Received my card on 12/10/15. I called on 12/11/15 to activate my card and was told everything was 'ok' and I could now use my card. Placed an order and a few hours later, got the same email it was cancelled. I called and was transferred to "fraud protection" and was asked a series of questions to verify my identity (old addresses, relatives, county in which I live, etc...) I answered all correctly. I was then told the only way they'd process my order was via "wire transfer". I asked why. I was told that another person at my address (husband and daughter) have an account, (which is in good standing). so they had to cancel my order. I AGAIN asked why. I was told it was because my "email address was only 10 months old" AND that someone at my address has an account. This makes NO sense. I asked how I could resolve it...was told the same (send a wire transfer). I asked for the CSR's boss and she wouldn't give me it. Finally she told me his name was "Amir". I asked to talk to him and the CSR ("Ashley") told me he was unavailable. I DO NOT UNDERSTAND WHY THIS WOULD HAPPEN BEING HOW I CONFIRMED MY IDENTITY. RIDICULOUS CUSTOMER SERVICE WITH LAME EXCUSES. I felt I was discriminated against.

Desired Settlement: RE-OPEN my account because I proved my identity. Quit cancelling my orders for NO reason. PROVE to me how it's "illegal" for another person in my household to have an account, totally separate from mind.

Business Response:

To whom it may concern,

When a customer places an order, regardless of the payment method used, it is subject to review by our Loss Prevention Department.

The customer placed an order on 11/28/2015. The order was reviewed by our Loss Prevention Department and canceled due to some concerns with the information provided to us. The customer placed another order on 11/28/2015. The items ordered were some of the same as the previous order that had been canceled. This order was also canceled by our Loss Prevention Department.

On 11/29/2015, the customer contacted us, and requested to know why their orders were canceled. The customer was advised to contact our Loss Prevention Department for further assistance.

The customer contacted our Loss Prevention Department. It was confirmed with the customer that the order had been canceled. The customer requested to close their Overstock account.

On 11/29/2015, the customer placed another order. The item ordered was the same as a previous order that had been canceled. The order was canceled based upon the notes on the customer's account regarding the concerns with the information provided to us.

On 11/30/2015, the customer placed another order, and our Loss Prevention Department canceled the order.

On 12/11/2015, the customer placed another order, and it was canceled by our Loss Prevention Department. The customer called and we discussed our concerns with the customer. The customer was asked to send a wire transfer to complete their order. The customer became abusive with the representative and so the call was disconnected.

We have not heard back from the customer since 12/11/2015.

*According to our Terms and Conditions (https://help.overstock.com/app/answers/detail/a_id/63), we "reserve the right to refuse service" and "terminate accounts", as well as "we may terminate your access or suspend your right to access to all or part of the Site, without notice, for any conduct that we, in our sole discretion, believe is in violation of any applicable law, is in breach of these Terms or is harmful to the interests of other users, Associates, or us. In addition, we reserve the right to refuse an order from any customer in our sole discretion.

If the customer doesn't agree with the decision that was made regarding their account or the wire transfer that was requested, they can contact our Loss Prevention Department, and appeal the decision that was made with a Loss Prevention Supervisor. An appeal doesn't guarantee that the customer's account will be reopened.

**Please note, for security reasons, we cannot discuss or release any information in regards to the customer's husband's or daughter's account, unless the customer is listed as an authorized user on their accounts.

Sincerely,

Overstock

Consumer Response:
Complaint: ********

I am rejecting this response because:  The first time I called re: an order being cancelled, I was NOT asked any questions such as my name, DOB, social security number or account #.  What good did it do me, calling "fraud protection" on that day, if they did not ask me any pertinent information?   Secondly, when I called to activate my credit card, I was told it was "ready to use" and there were no problems whatsoever.  Third, when I placed the last order that was cancelled, the CSR told me it was because they had to "verify" it was me that placed the order, since another family member in my household also has an Overstock account.   I answered all questions correctly, without hesitation.  This CSR "Ashley" told me she was putting me on hold to "clear" my account, so I could place an order.  When she came back on the phone, she informed me her "supervisor" told her I had to pay in cash ("wire transfer").  I asked what good it did me to open the credit card with them, then not be able to use it.  She had no answer other than to blame her supervisor.  I asked his name and finally she gave me his first name only, claiming she wasn't allowed to give me his last name.  I asked to speak to him, she acted as though she did not want me to do so.  I apologized to her, stating I was "getting mad", NOT at her, but this supposed supervisor who had NOT talked to me at all, and was saying I had to pay cash.  I asked again to talk to "Amir" and she again, gave me another excuse that he really wasn't her supervisor, he was just "in charge" at the time.  Yes, I did lose my temper because I had this person basically insinuating that I could not be trusted.  WHAT IS THE POINT IN OPENING A CHARGE CARD, IF I CANNOT USE IT?   At least give people a legitimate excuse, not telling them it was  because my email address "was only 10 months old."   (FYI, anyone who opens an email account does not have to verify their identity to do so...in other words you could make up a name.)         Overstock does NOT back their credit cards, they are backed by Synchrony.  I have SEVERAL accounts with them and have had no problem.   ALSO, please note that the first order I placed was less than $80, I believe.  So, saying it was a large amount, is also ridiculous.  These people need to contact the customer to verify information, if any questions, before they cancel orders.   This is the absolute WORST place and customer service reps I have ever dealt with in my 70 years on this Earth.  Rude, uneducated people that get-off on "playing God" over a small bill.   I will take my business elsewhere and never recommend this company to anyone.   Also, my husband will be cancelling his account as well.  

Sincerely,

********** ****

Business Response:

To whom it may concern,

We thank the customer for providing us with the additonal details regarding their experience. If the customer changes their mind and would like to have this matter reviewed by our Loss Prevention Department, they can call the Loss Prevention Department at **************, and request to speak to a supervisor. They are available Monday - Thursday: 7:00 am to 7:00 pm MST, Friday: 7:00 am to 6:00 pm MST, and Saturday and Sunday: 9:00 am to 3:00 pm MST.

Sincerely,

Overstock

12/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Well this is about 2 things that happened, first of all the very first item I purchased was delivered 5 days left and I settled the issue by them upgrading me to a club o gold membership 12 hours early because I would have had it free anyway for being former military , but I was happy with the resolution because it got me better rewards for my next item being purchased and I didn't wanna wait the 24 hours for my military club o benefits because the item I wanted so badly might sell out. And let me add even after I was granted the club o gold , the guy didn't do it right and it didn't happen, so I got back to customer service was treated rudely and lied to 3 or 4 times and had to call in to get it settled, all this can be fact checked by chat logs I had with CSR through live chat feature on website. Now to the real problem or next problem I should say , I order the Rica cambio tablet/ laptop for xmas gift and was so excited . The perfect gift. Well 3 days go by and my order still says processing so contact customer service and given the run around eventually a supervisor is supposed to contact me , by phone I requested, but it's email , and I was told if item didn't ship next day expedited shipping costs I paid would be refunded and I still would get it . The item never ships and I get contacted and I say about the free shipping and kinda blown off about it, well finally I get an email the item is out of stock or something like that and I have been refunded , this was Thursday and I had ordered Sunday . So it took 5 days basically to tell me my item was not going to come after contacted customer service numerous times throu the week. It's not that hard to call the warehouse or whoever and find out a problem, they act like its a bearaucratic process to get an item shipped. Absolutely worst customer service I've dealt with ever and was not offered a single thing to try n heal the sting of all this frustration, letdown, and sadness. Never seen a company so disorganized and rude to the customer and outright lie to a question 3 times.

Desired Settlement: I would like the next model up same type item at a discounted rate to make it possible for me to get an item just like I purchased at around the same price, or some free overnight shipping on next item I purchase, something to show you appreciate your customer and don't want to ruin their xmas and will provide the customer a similar item at a similar price range as they originally were supposed to receive after days of expecting their brand new item .

Business Response:
To whom this may concern,

Regarding the customer’s first order ********* – our records indicate that this arrived on time and not 5 days late. The customer ordered the product on 11/29, the product shipped on 11/30 with USPS. After the product is with the carrier there is a 3-6 business day(s) shipping timeframe. The customer did not pay for upgraded shipping on this order. The shipping was free on this order. There was an estimated delivery day of 12/4, however this is only an estimated date, not a guaranteed date. The customer did contact us on 12/5 concerned for his order. Overstock addressed the matter with USPS because the order did arrive to the customer’s state on 12/3 and did not deliver until 12/6. This is within the shipping timeframe ( 3-6 business days ). Due to this causing much concern to the customer, we did issue our Club O Gold membership which is active for one year, he receives 5% back on orders and free shipping on future orders. The customer also receives special Club O promotions that other customers do not have access to if they are not a member.
Regarding the customer’s next issue with order number ********* for the RCA Black Cambio 10" Windows Tablet w/ Detachable Keyboard. He purchased the item on 12/6/2015 and he added 2-4 business day(s) expedited shipping to his order which was an extra $12.47. The product shipped late on 12/10. The latest that the customer would have received the product is 12/11/2015 if it had shipped on time. The order is still on its way to the customer and will deliver to this on 12/14/2015. We refunded the customer $12.47 because the order was not expedited and that was issued back to his Overstock Store card. This was refunded back to the customer on 12/13/2015.

Overstock

12/19/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a comforter set from this company last week. The item was approximately $141 plus duty and taxes plus shipping so my total purchase price was about $250. When I received my shipment it was NOT at all the colour that it was portrayed on their website. I wanted to return it and expected that my purchase price and the duty and taxes would be refunded however the company has refused to do so. I am expected to pay for shipping back plus the original shipping (that would total approx $100) plus I am out the duty and taxes (another $50). This is not buyers remorse - it is simply false advertising - the item is not what it is supposed to be.

Desired Settlement: I would like to send the product back and be refunded my original purchase price plus all duty/taxes and original shipping costs. This is not my fault that the product is not as advertised.

Business Response:

To whom it may concern,

 

The customer purchased the Journee Home 'Cartegena' 7-piece Comforter Set on  11/28/2015.

 

On 12/08/2015, the customer contacted us, via our Chat Customer Service. The chat was saved on the customer's Overstock account. When the customer contaced us, they were not happy, and wanted to return their item. When we asked why they wanted to return their order, the customer explained: "It is not the colour that I was expecting so doesn't go with my pink room." Because the order was processed through an international company named Bongo, we would need to notify them of the return, and request a commercial invoice. The customer was advised to allow 1-2 business days for follow-up.

 

On 12/09/2015, we sent a commercial invoice to the customer, and provided the return instructions. The customer replied and wanted to know if they would be charged for the return and if the taxes and duties would be refunded to them. Consequently, we explained that because this was a buyer's remorse return, they would only receive a refund for the item.

 

On 12/10/2015, the customer replied that this wasn't a buyer's remorse return, as the item was not as pictured on our website. The customer didn't agree that they were responsible for the return shipping fees or that they should lose the taxes and duties paid when they purchased this item.

 

Therefore, we did explain that this is considered a buyer's remorse return; which was based upon the conversation the customer had with the chat representative, where they said they wanted to return the item because it wasn't the color that they were expecting and doesn't go with their pink room.

 

Typically, when an item is returned for buyer's remorse reasons, Bongo will only refund for the item, and the customer is responsible for the return shipping and will not be reimbursed for taxes and duties. However, an exception was made, and we have requested a return label and a new commercial invoice. This means that Overstock will cover the return fees, and the customer will receive a full refund for the item, in the amount of $250.73 CAD. Once we have received the return label and commercial invoice, they will be sent to the customer, so that they can proceed in returning their order. The order will need to be received back to the warehouse before a refund can be issued. The warehouse will process the refund within 3-5 business days from when the item has arrived back.

 

If the customer has any additonal questions or concerns about their order, we would ask that they email *************@overstock.com or call us at ###-###-####, so that we may further assist them.

 

Sincerely,

 

Overstock

 

12/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a bean bag chair for my daughter as a Christmas gift. The order was submitted on November 17th and projected delivery was Nov 25-Dec. 1. The status of the item kept saying "processing" and indicated that the order could not be changed or cancelled as it was "ready to ship." On December 3rd I contacted the company by phone asking what the hold up was as I had not yet received the product. After a frustrating conversation with an employee, I asked to be transferred to a supervisor. This persona and I have been emailing back and forth for several days. She continuously tells me that the item ships 1-10 days after being placed. However, if this is the case, it would seem my order should have shipped on November 27. Furthermore, she indicated that shipping information should be updated on Saturday, Dec. 5 or Monday, Dec. 7. This has not yet happened. I just want the company to be accountable for what they promise.

Desired Settlement: I would like my item shipped no later than December 9th, 2015 and would like it sent by priority post!

Business Response:

To whom it may concern,

 

The customer placed their order on 11/18/2015, on Wal-Mart's website, for a FufSack Memory Foam Zig Zag Blue 4-foot Large Bean Bag Lounge Chair. This is a custom-made item; therefore, it can take 1-10 business days to ship out. Based upon the customer's order date, the item should have been shipped out by no later than 12/03/2015.

 

Overstock has partnered with Wal-Mart to provide specific items to our mutual customers; therefore, after the order was placed, it was sent over to Overstock to fulfill the order.

 

On 12/02/2015, the customer emailed us and wanted confirmation on when their order would be delivered.

 

On 12/03/2015, the customer contacted us and wanted to know when their order would ship out. We explained to the customer that the shipping timeframe for this item would be 1-10 business days. The customer then advised that they would like the order shipped to Canada, for the inconvenience, or to have the order expedited so that it would arrive by Saturday, 12/05/2015. We explained that we were unable to comply with this request. Because we were unable to comply with the customer's request, the representative forwarded the matter over to a supervisor.

 

On 12/04/2015, the supervisor contacted the customer, and advised that we cannot ship to Canada, as we cannot change the shipping address after the order has been placed. We inquired if they wanted to cancel their order.

 

The customer replied and explained their experience and advised that they didn't want to cancel their order. The customer requested that we send the order out with priority shipping to their USA address. The customer wanted the order delivered by 12/05/2015 as they had family going to Canada that would bring their packages on this date. The customer requested that we confirm that the order was shipped and to provide a firm delivery date.

 

The customer was then advised that it takes 1-10 business days to ship out and we apologized for any inconvenience this may have caused.

 

The customer requested more information on whether the chair was made and when it would arrive.

 

We replied and advised that based upon the order date, the tracking should update by 12/05/2015 or 12/07/2015.

 

On 12/07/2015, the customer contacted us and advised that their order was still processing, and they wanted the issue to be forwarded to someone higher up.

 

On 12/08/2015, the customer was contacted and advised that we did contact the warehouse to inquire about the status of their order, and we were informed that the item is out of stock. Therefore, the order was canceled, and a full refund was issued. We also offered a 15% off discount for their next purchase, if the customer would like to locate another bean bag sold by Overstock.com, on the Wal-Mart site.

 

The customer replied and advised that because the item was custom-made, she wanted one made, and shipped to her. The customer then requested a call from the "head of the company".

 

On 12/08/2015, a manager contacted the customer. The customer was informed that we would look into the shipping status of their order, so that we could confirm if the item was shipped out prior to showing out of stock and that we would follow-up the following day.

 

On 12/09/2015, the customer provided us with two different options that they would be agreeable to, if we weren't able to ship the item they ordered. We replied and advised that we were working with the warehouse manager to  to ensure that the bean bag they had ordered was processed through production. However, if we found that the beanbag didn't ship out, we would discuss the alternate options provided by the customer.

 

On 12/10/2015, the customer's order was shipped out with overnight shipping, and was delivered on 12/11/2015. The UPS tracking number the order was delivered under is ******************.  Based upon the customer's experience, the bag was shipped at no additional charge to the customer.

 

If the customer has any additional questions or concerns with their order, we would ask that they contact the manager that has been assisting with this issue, at ###-###-####.

 

Sincerely,

 

Overstock

 

12/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is in regards to order #*********. I have made numerous cancellation attempts prior to shipment which were not completed. I am now told I have to file a return but I have no merchandise, I have not seen any merchandise. I have told the shipper as well that I do not want the order. Overstock customer service is trying to charge a $150.00 fee to return the order. How can I return something I have never physically received to begin with? You need to contact your shipper to resolve this, I expect a full credit of the amount charged on my Overstock credit card ($617.38) without any return fees. I have made more than sufficient effort to try to work with your company. If I have contacted your company to cancel an order prior to shipment then it should not take an act of god to get it done. Please resolve this at once.

Desired Settlement: Please credit the amount charged for the merchandise back to the card, resolve your issue with your shipper that you arranged to get your merchandise back and do not charge me any return fees since I have not gotten anything. ***** ********

Business Response:

To whom it may concern,

The customer placed their order on 11/24/2015 for the Beautyrest Recharge Issa Plush Queen-size Mattress Set. The customer placed the order on their own; without any assistance.

This item is listed as an Oversized Item. Therefore the Oversized Item Delivery Policy applies to this item. This means that the order can take 1-10 business days to ship out and 1-4 weeks to deliver from the ship date. Based upon the customer's purchase date, the order would need to ship out by 12/09/2015. The order shipped out on 12/05/2015. Based upon the shipping date, the order would need to be delivered by 01/02/2015.

The Oversized-Items Returns Policy also applies; which means that the customer is responsible to pay the return shipping fees if they return an oversized item for any of the following reasons:

You refuse a delivery without inspection
You miss a delivery appointment
You return a non-defective or undamaged product

In reviewing the listing details for this item, we also see that this is a custom-made item and that it has the following disclaimer: Please Note: Orders for this custom-made item cannot be canceled. When an order is placed for a custom-made item, production is started immediately by our supplier, and we cannot cancel the order.

On 12/04/2015, the customer contacted us and requested to cancel their order, as it was taking too long to ship out. The customer was advised that the order was already being processed but that we would forward the request to cancel the order and that they would be contacted via phone or email within 1-2 business days.

On 12/07/2015, the customer contacted us to notify us that he received an email that the order had shipped out, and that it was supposed to have been canceled. The agent apologized that the order wasn't canceled and explained that we cannot guarantee that an order can be cancelled. We agreed to see if we could still cancel the order as the order was just showing as picked up. A request was sent to the warehouse to see if we could still cancel the order.

On 12/08/2015, we contacted the customer and explained we were waiting for a response on our cancellation request, and would follow-up once we had an update. Later that day, the customer was emailed, and advised we were unable to cancel the order; however, once the item was delivered to the customer, they could set up the return for a refund.

On 12/09/2015, we received notification from the carrier, that the customer refused to accept the delivery of the order. Therefore, we contacted the customer and advised that due to the nature of the return, they would be responsible for return shipping fees. The customer was notified that the return shipping fees were $150.00. We requested that the customer confirm if they would like to proceed with the return.

On 12/10/2015, the customer contacted us, with his bank on the line. The bank reported that the customer had notified them that he was waiting for a refund and hadn't seen the refund. We explained that there was a cancellation request, but that we were unable to cancel the order.

On 12/10/2015, the customer contacted us and advised that they had tried to cancel the order and that no one was able to assist them with the request. Therefore, they had filed a dispute with their credit card company. The customer stated that they wouldn't be paying the return shipping fees.

**We have reviewed the details and see that this custom-made item couldn't be canceled and was shipped out. As a result, the customer is responsible for the return fees, as they are refusing the delivery without inspection and they are having a non-defective / undamaged product returned. Consequently, we have spoken to the agent that is assisting the customer in this matter, and they have informed that they will be making an exception, and waiving the return fees. The customer should receive this information today, 12/10/2015. The refund will be issued to the customer once we can confirm that the order has been intercepted and returned.

Sincerely,

Overstock

12/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 11/28/2015 the Black Friday holiday weekend sales period I opened an additional line of credit for the sole purpose of charging an Action M Scooter. Repeatedly I get sales advertisements that state anything from 10, 12, 15 and most recently even 20% off. Countless times I have clicked the offer and there is an exception for them being used and I 99% of the time just leave it alone and never both. This time same thing in placing my order, plus, my new credit card would not go through and their system was asking me to verify the same card that I was just approved for and only had the last 4 digits that reflected on the online account. Call volumes were heavy so I tried chat. After spending nearly 3 hours online chatting away, to get help with placing the order, that representative also promised to honor my 15% off coupon in full - great. Right at the end, we get disconnected and I had to start again from scratch, me and my family starving/hungry anyway, and hadn't eaten yet. I kept trying again on my own after we ate and still the order would not go through. Since there were only two items left. I turned to another online merchant. ******. I placed the order with them and wrote to them about the 15% off with Overstock.com. At first ****** declined to match - which is not the norm, but okay, I requested they cancel the order then which was the other option then suggested. Great all set... I returned to Overstock.com and tried on last time and - wow, just like that, the order finally went through,but w/o the 3-year additional warranty I wanted. In the meantime, I get an email back from ****** stating that they seemed to not be able to cancel the order in time and it is going out. I told them that I had managed to place my order already with Overstock and did not wish to cancel the lower price. ****** then offered to match all that Overstock had been offering as well as the 3yr warranty too. Still I did not thing that was fair, since they had the opportunity and initially did not want to do this for me until after the fact. At which point they said they would cover at their expense to ship it back in the event it could not be refused, and as a last measure offered me an additional $45. Meanwhile over at Overstock.com, my order was being process and I was waiting to hear back about adding the warranty, subsequent chats with other agents and I was also promised to have the warranty covered too. Then there was a delay in the order going out for several days, and why I have no idea. I was still waiting to see the 15% adjustment appear, and that did not happen. For several days no warranty too. The ****** order arrived in about two days meanwhile the Overstock.com one is still "in process". I expressed my concern of refusing or returning the ****** order and not getting everything Overstock.com had promised me. Finally on I believe on the 3rd the order is finally being shipped. At that point I had already contemplated canceling and discussed that in a chat with one of the representatives. Finally my account was updated with the warranty and later $100 of the $105 that was supposed to have been adjusted. So, they were short $5 more dollars which equated to a cost of $50 more than what ****** offered me last to keep the package that had already arrived days ago and I could have already been using... Tonight now, I write in once more, only to be told that $100 was credited and the other $5 was issues as a merchandise credit. That was not at all what I was told, I was told that the whole $105 would be credited to my store card and the last 4 numbers it ended in - the new one just opened for the purchase in order to have 12 months interest free. (Same as with ****** as well...) Since having to write in, yet again, after all of the numerous chats, emails (emails unanswered) and calling, with long holds and finally a chat again, this last representative Justin said that he would apply the credit for the additional five dollars. However at that point I asked him about the additional $45 / making it an even $50 and an exact match with ******. At which point he began not responding at first....and went silent. In the end, I expressed how frustrated I was over this whole process and all the time that I wasted and all because I wanted to be fair to Overstock. But what really was most fair and in my best interest was to have not had all of these delays and at the very least after waiting all of this additional time the last measure of good faith would have been to match that final $50.00 and not to have shorted me that last $5 which prompted me to have to waste more time contacting them all over again, once more for the same thing - a huge inconvenience. I now wish, and may still....I do not know, perhaps refuse their order if I can and go with ****** and just save the additional $50.00 and be done with this. At least I know that item is already here and I could have been enjoying that use for nearly a week now, but just wanted to be fair and patient with Overstock.com and this was what I have had to deal with as a result of that.....

Desired Settlement: In addition to what they promised, credit the additional $50.00 off or, consider covering the expense for the cost to either return to sender / refuse the package, since this has become so much of a hassle and I am not sure what to trust from them anymore. At least I know what to expect from ****** and have been doing business with them much longer and perhaps there is a reason for that and that is how it should remain....exclusive with ****** in the future.

Business Response:

To whom it may concern,

According to our records, the customer placed an order on 11/28/2015, and paid $699.99 for the order.


On 11/28/2015, the customer contacted us, using Chat Customer Service. The customer reported that they had a 10% off coupon that wasn't going through. The customer was advised to proceed in placing their order and we would help with the 10% off discount. The customer then stated that they had also received a 15% off coupon. Therefore, the representative advised they would instead assist with the 15% off discount. The customer was advised to place the order and provide us with the order number and we would then issue the 15% off discount. Consequently, the customer reported that they were having issues placing the order, and as were trying to assist the customer in placing their order, the chat was disconnected.


The customer sent an email to advise that the chat was disconnected in error and that she had finally placed the order on her own. The customer requested that the 15% off discount be issued as previously offered.


On 11/28/2015, the customer contacted us, as they need the 3 Year Platinum Protection Plan added to their order. The customer was advised to allow someone to follow-up on 11/29/2015 with them to further discuss this matter. The customer requested that the protection plan be added for free based upon their experience with placing their order.


On 11/30/2015, the customer contacted us and wanted an update on the discount on the order. The customer also wanted the 3 year warranty added because it "would not go through." The customer was informed that we were already working on having the protection plan added and that we would issue the 15% off discount once the order was shipped out.


On 12/02/2015, the protection plan was added to the customer's order, and we waived the fees for the warranty. Two consecutive refunds were also issued, that equal $100.00, to the customer's credit card account.


On 12/07/2015, the customer contacted us, using Chat Customer Service, and advised that she ordered the same item from ******. She explained that she was supposed to receive a 15% off discount but the entire discount wasn't applied as offered. The customer explained that ****** wanted to offer her "$50.00 above" the amount that Overstock was offering. The customer wanted to know why we didn't issue the full 15% discount and requested that we match the discounted price offered by ******. The customer also sent us an email on 12/05/2015 with the same information and request provided in this chat.


The chat conversation shows that the agent confirmed we would issue the $5.00 discount back to their credit card account; however, that we wouldn't be able to match the discount that ****** offered. Once the customer was advised that we couldn't help them with the discount amount they were requesting, the customer stated that they were "writing the Better Business Bureau and attorney General's Office where the headquarters are for Overstock....this was too much of a waste of my time, and for nothing but added frustration." Therefore, we advised we would forward the issue for follow-up and to allow until 12/08/2015 for someone to follow-up with them.


On 12/08/2015, we apologized to the customer that they didn't receive the full refund and that it was missing $5.00. The refund for the $5.00 was issued on 12/08/2015 to the customer's credit card account. We explained that we couldn't match the price of ******; however, we were willing to issue an additional 5% on what was paid for the order. The customer agreed to the offer.


On 12/09/2015, the customer was issued a refund in the amount of $35.00, to their credit card account. The customer was provided with the posting timeframes on their credits.


At this time, the issue has been closed, because we have assisted the customer with their 15% off discount, and have provided an additional 5% discount to their order.

Sincerely,

Overstock

Consumer Response:
Complaint: ********

I am rejecting this response because; of the inaccuracy of what was detailed in the rundown/breakdown of accounts given. Not trying to split hairs, but just getting the facts/record straight here.


Yes, on 11/28/2015 I attempted placing an order for the Action M Scooter at $699.99 and I had a 15% coupon emailed to me. I could not get the order to go through period - which was the main reason for my chat, since that was quicker that the hold/much longer call volume Black Friday weekend.

Even prior to the issue of the order not transmitting, I noticed the 15 percent coupon was only taking 15% off of the warranty alone and not the M Scooter. This may have been the start of the issue to begin with, since I had just applied for that Overstock Store Card and was instantly approved $750. Since $699.99 + the price of the 3yr extended warranty was going over, that limit, I tried w/o the warranty - which would not be well sufficient and within the limits with some to spare. Still that did not work. It must have been something with their system, because I also have an Overstock Mastercard account on file too with about 3k in available credit to shop. However, the reason I did not initially opt. to use this line of credit instead, is because the system did not appear to be allowing 12 months with payments and zero interest - which it normally does for purchases over $499.  Upon noticing that, I opted to open the new store card to have interest deferred for the year to have time to pay off the M Scooter and its warranty - if I could ever get this order to pass through.

That Saturday 11/28/2015 myself and my family slept in a bit later. I woke and say the 15% off coupon and had been looking at this Scooter (and others for a while), upon logging on I noticed there were only 2 available, so I was concerned this item might sell fast, as it was the Black Friday shopping weekend. So, after exhaustive efforts of my own, myself and family growing hungrier, I attempted the first chat - (Kennedy K.) it was one of the slowest chats EVER! I am pretty sure I told him about both the 15% off coupon, but "also" the fact that there was 10% offered for the newly opened card, but neither worked, except for just on the warranty. Either way, with or without, I could not get the order to go through, and, at one point their ordering system requested I verify the number of the new store card. Well, there was no way I could do that, since it was just approved online, and only showed me the last four - digits. Not like I had it for weeks and time to receive in the mail yet. Anyway, we get to the very end, this 1st agent chats about shipping, links - which he initially failed to provide at first, however I told him I fine......aware. He later send a holiday shipping link and insists I click on it.....fine I did - after over two hours with him and almost an hour of trying on my own first, and all of us still waiting for "brunch" to eat something. All was verified, only thing left was for him to submit the payment, and he was applying the coupon of 15% to the whole entire order Scooter & Warranty which was suppose to come out to $653.21 and was sure to go through; yet at that point, it was clicking on the shipping link, which I believe disconnected us. I was soooo frustrated, since I had already been buying other purchases and know about the shipping, and now after going through all of that, more than 3 hours later between us both over this order, two items remaining, if still even there, I now had to start all over again from scratch, and all because instead of opening a new page, for the shipping information, it was switching from our chat page to open up the shipping information, and even hitting the back arrow did nothing to reinstate that current chat ---ALL GONE!.
At that point I decided to feed my family and also to eat myself and try again later, if there were any left. When I did another hour or so, same thing.... I then went to ******.com and they had the same item for the same price - less the 15% off coupon though. They had 5 left and so I placed the order for 12 months differed interest with payments, no problem....right through. I sent an email to request if they could match the 15% I had with Overstock too. They declined (initially) and then said, I could let them know if I wanted to cancel or keep the order. At which point, I went back onto the Overstock.com site to see if any were still left. Ironically the same two. I figured, before attempting another call or a subsequent long chat again, I'd try one last time to put the order through myself; again w/o the 15% off since that was never working on my own and the previous agent would have taken care of it, or said to call back and it could be done. Even more ironic, this time after hours and hours earlier before, the order goes through, but for just the M Scooter, no warranty, no discounts at all.

Remembering I could contact them back and have the 15% discount manually applied to the order total, I decided to write back ******.com immediate and cancel my order with them as the alternative option given since not honoring the same 15% off as Overstock. Their response, "Sure Ms ******, we'll take care of canceling the order." I then proceeded to establish a new chat to have that discount manually applied, and to also have that warranty added. The next agent Raymond, informed me that he could not add the warranty....after going back and forth for a little explaining the hours of issues and difficulty, getting disconnected etc....then the other order, canceling that, and back to this...he said he'd forward this over to the warranty group; and at first he quoted me the full warranty price, not including the 15% off, which I corrected him on.. At that point I asked him if he could make a request to see if they/the warranty folks, would be willing to cover the cost of the warranty for the 3 extended years due to all of the issues I had over this order. He said he would put in that request, and he gave me a turn around for getting a response from that group, and from the first chat I remember when the order would be shipped out, next business day/Monday.

Monday,11/30/2015 - I saw that nothing was happening, the order was still sitting in pending and nothing further had been processed. So on Tuesday, 12/01/2015 I initiated a new chat. This was after all business day number two, no word on the warranty, and no change from the pending order to being processed, and no adjustments yet to the price in the system, and I am not referring to when it is seen on the bank side, but the fact that it reflects almost instantly in the Overstock website....I know because I have placed many orders over the years, and well over 90+% of the time the discounts never come of, or not the full amount anyway. I rarely ever bother calling in or chatting, but for $699.99 and the fact I could not get the order through, I did that time. So I inquired with Pat - the chat rep, this time....she gave me updates that about seeing the warranty request, but for the order, it would not go out until the end of the next business day. I was surprised because that would now be the end of business day three, almost day 4 and not in fact the next business day as originally told. Meanwhile, in the time that I had been waiting for updates, or something to change with the price adjustments in the Overstock system etc.... I had receive an email from ******, that there was an error in trying to cancel my order and it has gone through. They were now telling me that because I have been a long-time valuable customer (year I spend way too much for years - translation, especially this time of year), they would now match the Overstock price plus an additional $10. I told them that it was too late,because I have placed that order and it would not be fair, when they weren't originally matching it until this happened. I advised Pat of this, and that I would have that order tomorrow, before the Overstock one even does out. I suggested it might in fact be a good idea to cancel the Overstock item, since it was still pending and had not shipped out yet, and now ****** was matching the price plus an additional $10, I would not have a warranty though covered, so, if that as being done at Overstock and honored in that request, that might be worth the wait of the additional week, and later than the time-frame originally told to me. Then Pat confirmed that I would be getting the warranty covered too and that information would be coming in the email still 1-2 business days from when originally told. Okay, I agreed to keep the order, considering, plus I believe she gave me indication that although it had not been processed to go out yet, it might be too far in the process to change.

Around Wednesday 12/02/2015, the ******.com Order arrives. I was not here to refuse it. They now want to offer me a few more options. Of course since it was their error, they would be paying for the return shipping, however they now wanted to also include the warranty so all things would be evenly matched there, plus an additional $45. By this time, I see a credit of $100 dollars was finally applied and the Overstock order was on its way out, but not only was the order short $5.00 credit (for the full 15% off, but the warranty was being billed in full, no discount and not being "taken care of" as Pat had confirmed). I decided to call in this time, and was finally able to get the warranty squared away.

Monday 12/07/2015 I write in again about the missing $5.00, this time in a chat with Jordan. He offers to credit the $5.00. I am growing more annoyed at all of the repeat chats I have to be making, especially after how this all began, and now these were all documented issues, that not even Overstock, can deny, or has. At first Jordan appears to be helpful and sympathetic to my plight surround issues of this order, and then he seems to vanish and become slow to answer or respond. What, another system issue? I don't know. About the time he slowing begins repeating the same stuff that someone will get back to be, after initially saying he'd be more helpful and "Please give us another chance to demonstrate exceptional customer service..." at which point he basically seems to disappear an ignores me thereafter, then in the end, eventually says someone else will be getting back to you again soon tomorrow with a resolution. As I had expressed to this agent, earlier in the chat, I was growing weary and also leery of their arriving shipment, especially since I was still short a $5.00 credit, and with the extra $45 ****** was now offering me to keep the package that as still here (at the time), I would be saving an additional $50.00 on this item and I felt more confident what whenever ****** says they will do something, it gets done, and when they say it will, or, they will correct it, generally without you even making any request. I did not want for the Overstock item to come, and end up with the short end of the stick, if they were not going to even add the last $5.00 at that point.

At that time, I had it..... as I said in the last chat to that agent, I would be writing the BBB - as you can see I did. I do not make idle threats... I did not want to return ******'s and not get what Overstock had promised, because they have to be constantly reminded. At this point of now having to email, I have lost count at this point of all of the hours that have gone into chatting, calling, and now emailing, not only Overstock, but now also the Better Business Bureau. I decided to as if Overstock would also consider countering ******'s latest match offer. Yes, I realize this now seems as though I was turning this into a bidding war, but honestly, after all of that back and forth, that much effort was beginning to turn into "work" and for something I am putting up my money for, and not the other way around. So, yes, I had no problem asking. Now from an email I had sent on 12/05/2015 - on 12/08/2015, I was finally getting a reply. This email by Brenda B., in it she apologized that previous agent (and also several before that, I would like to add) did not in fact add that additional $5.00 off to complete the 15% off, and that she was doing that now. Now, only a $45 difference between ******, she said should could not match their $45 extra off, but could extend another 5% off which would be another $35.00, or set up a return for me, but just reply to her email. I replied immediately, and said that would be fine, provided the Overstock item did in fact come in that day, which was the latest promised made. Also provided I did see the $5.00 credited this time, plus the additional $35 she proposed that I just accepted, and no more delays or anything else...

Next day 12/09/2015 after hearing nothing back, and not seeing any updates in the Overstock account online - changes again that reflect almost immediately when done, not referring to the bank's posting of credits. I replied again to that previous email, and stating that those discussed credits were still missing after I had replied back instantly to her first email. I asked if she could please correct, so I do not have to keep sending emails? I then later that day on the 9th (yesterday) receive a reply, apologizing for "that delay" and that she had been in a meeting and just got back to her email and had applied that last discount now. When I checked, it was there this time, and it only took 10 days to complete the very first promised 15% off..... yet they wonder why I grow impatient each time they told me something, after all the delays and things that were not honored even after several follow-ups thereafter!!!!!! Ironically, before I could even reply to her to than her, (not only busy with other pressing matters, I do have a life outside of this order; one however that seemed to be taken over "temporarily" but this whole.....),  I received one more - "generic" response from some one unknown; I suspect, now in response to this BBB complaint....now saying, 

"Thank you for contacting Overstock.com Customer Care.

We believe that we have resolved your inquiry. However, if it has not been answered to your satisfaction, you may reopen it within the next 7 days."

I then noticed the BBB Business response...hmmm.... So these are my updates...and yes, finally, this does seem to have been corrected. Was it a satisfying experience, no, not in the least. I felt like I was constantly begging, and for things I was told would be done. If I was going to keep wasting more time making contacts to push them through, then of course I did not want to pay anything more than I would of had to elsewhere, with far less grief. In the end, I really wish I would have just kept my first order with ******, discount or not being matched, because with all I had to endure to get to this point, it was not work all the time and aggravation, and that is something I soon won't forget. Now, don't get me wrong, I am not saying that I won't ever shop here again with Overstock, but it better be a darn good deal, and then they will still likely be a last resort, unless I cannot find a better offer elsewhere. Yes, there were some helpful people, but overall, the service and speed was deplorable! I know it is the holidays, as it is everywhere and some things can be excused or overlooked, but not Overstock....this was something else and they may want to make a note of things and step up their standards a bit. Most customers/consumer, will never take this amount of time to provide even a fraction of the albeit length feedback that I have given them - and for free. My consultation and parting advice/suggestion for them, if they are truly wanting to build a more loyal and consistent customer base.

Sincerely,

******* ******

Business Response:

To whom it may concern,



We thank the customer for providing us with the additonal details regarding their experience. If the customer would like to provide additional feedback regarding their experience, we would ask that they contact us at ###-###-####.

 

Sincerely,

 

Overstock

 

 

 

12/18/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ORDERED A BED FROM OVERSTOCK. OVERSTOCK'S DELIVERY COMPANY WILL NOT DELIVER THE ITEM AND I AM UNABLE TO SPEAK WITH ANYONE AT THE DELIVERY COMPANY. I HAVE CONTACTED OVERSTOCK 4 TIMES AND THEY KEEP TELLING ME SOMEONE WILL CONTACT ME IN 24-48 HOURS. A WEEK HAS GONE BY AND I STILL HAVE NOT RECEIVED THE ITEM AND I HAVE NOT BEEN CONTACTED BY OVERSTOCK OR THE DELIVERY COMPANY THEY HIRED TO DELIVER THE ITEM. OVERSTOCK CLAIMS THEY HAVE HAD DIFFICULTY SPEAKING WITH SOMEONE AT THE DELIVERY COMPANY FOR WHICH THEY HIRED. IT IS APPARENT THAT OVERSTOCK HAS AN ISSUE WITH THE COMPANY THEY HIRED TO DELIVER THIS ITEM. THIS IS PERTAINING TO ORDER *********.

Desired Settlement: I WOULD LIKE FOR AN APPOINTMENT TO BE SCHEDULED FOR THE DELIVERY OF MY ORDER AS SOON AS POSSIBLE. ALTERNATIVELY, OVERSTOCK NEEDS TO RESEND THIS ITEM AND UTILIZE A DELIVERY COMPANY THAT CAN DELIVER MY ORDER AS SOON AS POSSIBLE.

Business Response:

To whom it may concern,


The customer placed an order on 11/21/2015 for the Hawthorne Queen Bed with 4-drawers. This item is an Oversized Item and the Oversized Items Delivery Policy applies to this item.


As shown in our Oversized Items Delivery Policy, Oversized items leave our warehouse within 1-10 business days, and take 1-4 weeks from the time it leaves our warehouse to be delivered. In addition, the policy states that once the shipment is ready for delivery, the customer will be contacted at the phone number(s) provided to us at the time the order is completed.

The customer's order shipped out on 11/23/2015; which means that to remain within the standard delivery timeframe for this item, the item would need to be delivered by no later than 12/21/2015.


On 12/02/2015, the customer contacted us, to advise that the carrier for this item didn't contact them to schedule a delivery, and just dropped by. Because the carrier did not schedule the delivery with the customer, the customer wasn't home, and so a note was left for the customer to contact the carrier and schedule the delivery. The customer advised she had been trying to reach the carrier to schedule the delivery; however, they were not able to reach anyone. The customer was notified that we would need to further research this and follow-up within 1-2 business days. The customer provided the best number to follow-up and reach them on.


On 12/02/2015, it was noticed that the number the customer provided us with at the time their order was placed, wasn't the same as the follow-up number the customer provided to us. We confirmed that the carrier didn't have the correct phone number to follow-up with the customer. Therefore, we provided the customer's correct phone number to the carrier for follow-up. We also requested that the carrier contact the customer to schedule a delivery and provided the customer with the carrier's contact information.


On 12/03/2015, the customer contacted us and advised that they contacted the carrier, and that the carrier was unable to reach the local delivery agent. The customer requested that we assist in contacting the carrier and getting this taken care of.


On 12/04/2015, the customer contacted us to follow-up on their order. We apologized and explained that we were working on this with the carrier. The customer requested that a delivery be scheduled within the next 48 hours or they would need to cancel the order.


On 12/05/2015, the customer called us for an update on the delivery of their bed. We advised that they would receive an update on this within 1-2 business days.


On 12/08/2015, the customer contacted us and explained their experience with their delivery. The representative explained that we would need to reach out to the carrier and would contact them back the same day with an update. The customer was contacted later that day and advised that the carrier had scheduled the delivery of their order for 12/09/2015 between the hours of 7:00 -11:00 AM CST. The customer was also provided with an alternate phone number they could use to contact the carrier.


On 12/10/2015, we contacted the customer by email, and advised that our records show that the bed was delivered on 12/09/2015. We requested that the customer contact us if our records were incorrect. The customer was also issued $75.00 Club O Rewards for any inconvenience we may have caused.


As our records show that the order was delivered, the issue has been closed in our system; however, if the customer hasn't received their order, we would ask that they contact us at ###-###-####, and request to speak to Melody.


Sincerely,


Overstock

12/17/2015 Problems with Product/Service | Complaint Details Unavailable
12/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a vanity last week. Unfortunately I didn't realize the billing and shipping were the same. I immediately contacted a rep who told me They couldn't help. After complaining on twitter I had some one tell me they would help. Well after a week of not being able to simply get the shipping address changed now they inform me they don't even have the vanity to sell me in the first place. So I lost a week. The agent recommended a more expensive replacement which was smaller. She promised to follow up. Well she left for the day and no one followed up for many hours til 930 pm. I emailed them and explained the situation and they did not return my email. I complained on twitter and had another agent contact me with similar results. They won't match the original price on a very similar vanity. This feels like a bait and switch. I was never informed that there is no vanity until after all the deals are over then the only similar vanity is more expensive. I have wasted hours and lost a week of time which is money.

Desired Settlement: I want the vanity that is similar at the same price I paid for the vanity that was originally pirchased and it expedited. And my rewards points back for time lost.

Business Response:

To whom it may concern,

The cutomer placed an order on 11/26/2015 for the Tempered Glass Top White 36-inch Bathroom Vanity with Matching Framed Mirror and Faucet.

On 11/27/2015, the customer contacted us and requested to change the shipping address as they had entered the incorrect shipping address. The customer advised that they didn't want to cancel the order, and replace the order with the correct address, as they believed that this option would be complicated.

On 11/27/2015, we did reply to the customer, and advised that after an order has been placed we are unable to make changes, but that we would contact the warehouse and request that they update the shipping address. We did contact the warehouse and notify them that the shipping address would need to be updated.

On 11/30/2015, we advised the customer we were still waiting to hear back from the warehouse in regards to our request to have the address updated.

On 12/01/2015, we contacted the customer and advised that we were still waiting for confirmation from the warehouse that the address had been updated.

On 12/02/2015, we learned that we didn't have inventory to fulfill the customer's order. The customer's order was canceled as a result and a refund was issued. The customer was notified of this information and we offered an alternate vanity to the customer. The customer declined the offer and explained that they had purchased tiles and a light to match the vanity that was selected.  

The customer then located a comparable item; however, the price of the new item found, and the orignal order were different. The new vanity would cost more and so the customer requested that we cover the difference in cost.

The customer was advised that we would cover $100.00 of the difference. The customer declined this offer and requested assistance in resolving their concerns.

On 12/03/2015, we contacted the customer and agreed to cover the difference in cost on the new item, located by the customer, and the original price the customer paid. The customer was assited in placing a new order for the new vanity, and paid the same price for the new order, as they did for the orignal order. The customer earned the same amount of reward points on the new order as they did on the original order.  

After placing the order for the customer, we notified the warehouse that the new order would need to be handled as a priority, and shipped as soon as possible.

On 12/04/2015, the customer contacted us in regards to some concerns they had with the delivery. The customer wanted to know when the order would be delivered, as they wanted to be there, or wanted to know if the carrier would "just drop it off ."

The representative advised the customer that the carrier would contact them within 24-48 hours after the item had reached the local delivery terminal. The carrier will schedule the delivery date and timeframe with the customer and someone will need to be present to sign for the delivery.

The customer's order was shipped out, on 12/03/2015, with a freight carrier by the name of Ceva. The tracking number for this order is **********. The customer may view more detailed tracking information by visiting ****************************************************, or by calling the carrier at ###-###-####.

The customer's order is currently being monitored to ensure that the rest of their experience is as smooth as possible.

Sincerely,

Overstock

12/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased an item online and selected payment method as PayPal. It appeared as though the transaction completed properly (I received an e-mail confirmation with order details). Three days later I receive an e-mail from Klarna/Overstock.com that my item shipped and to complete the transaction by paying for the item. Unbeknownst to me, the item was not paid for when I completed the transaction and allowed the item to ship without being paid for. As such, I am now forced into paying the 3rd party 'Klarna' (which happens to be a direct competitor of PayPal) and therefore does not accept payment via PayPal. I was told by overstock.com that my only option is to either return the item (paying out of pocket for shipping) and reorder or paying Klarna with a credit card. Klarna recently partnered with Overstock.com (9/1/15) - and introduced the idea of deferred payment with the intent of taking away market share from their direct competitors (i.e. PayPal). Because I attempted to pay for my purchase via PayPal and my transaction was processed allowing me to believe it went through PayPal when in fact it didn't and have no choice but to pay via Klarna does not sit well with me.

Desired Settlement: I would like an investigation as to why this error occurred and what they plan on doing to prevent this issue from occurring in the future. If there is a new glitch on their website (due to the introduction of Klarna) - I'd like to understand how soon it will be fixed.

Business Response:

To whom it may concern,

 

The customer placed an order on 11/30/2015, for a Chrome Adjustable Shower Curtain Rod, in the amount of $41.94.

 

Overstock offers multiple ways for a customer to pay for their order: Visa, Mastercard, Discover, American Express, PayPal, Bitcoin, Klarna, PayPal Credit, Gift Cards, Club O Rewards/In-Store credit. When using such payment methods as Klarna or PayPal Credit, the customer will not be charged right away, and is later billed for the merchandise received.

 

According to our records, the customer attempted to use PayPal when completing their order. However, we received the following message from PayPal: "The Buyer cannot pay with PayPal for this Transaction." Therefore, the customer's payment wasn't processed with PayPal and defaulted to Klarna. *Please note, PayPal didn't provide Overstock with details as to why they couldn't process the customer's payment.*


When the customer's order didn't process immediately, we show that the customer submitted the order again, and the order was completed. Because it was defaulted to the Klarna payment option, the payment was processed through Klarna, and Klarna paid Overstock $41.94.

 

We understand that the customer did not intend to use Klarna as their payment option. However, Overstock cannot change the payment method after the order has been processed, and the customer will need to pay Klarna for the merchandise received, or return the order so that we can refund Klarna for the amount paid. By returning the merchandise, the customer will not owe Klarna for the merchandise received.

 

Sincerely,

 

Overstock

12/12/2015 Problems with Product/Service | Complaint Details Unavailable
12/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am writing in hopes of resolving an issue I have been having without taking additional steps. On March 25th I purchased the Furniture of America Kutty Queen Padded Leatherette Platform Bed Option: Grey Fabric with a warranty. The first problem arose when I was sent defective parts for the bed. I was sent a second bed and I returned the old one. Recently I have been experiencing the absolute awful build quality of Furniture of America products. I am not sure why you are even carrying this product. I will not recommend this product to any one. The bed is falling apart and the screws are literally falling out of the frame. The frame broke while I was sleeping at night and fell to the floor. This is absolutely absurd. I tried contacting the company that provides the warranty and they didn't even want to listen to me. They stated that what I mentioned is not possible and they will need photographic evidence of the defects and I will need to go out of pocket for the shipping back. I told them that there is no way for me to take pictures of loose screws. They are refusing my claim. I proceeded to call your company and explain the situation. I was offered a refund for my bed with a caveat. The caveat is that I have to package the bed again. Of course I do not have the boxes for it and will need to go and purchase boxes to package the bed frame. I do not want to do this nor do I have the time to do this. Additionally I would not receive store credit until the bed is returned. I work 70 hours a week and travel constantly. It is nice to come home to a bed and not a mattress on the floor. I do not want to package the bed and send it back. What would you want to do with a broken frame anyway? What can be done in this situation? Please help. Best, **** **********

Desired Settlement: I would like this bed to be removed for my apartment and a credit to be immediately made so i can purchase another bed. If I have to sleep on the floor while I wait for the bed frame to get back to overstock and then order a new one and sleep on the floor in the mean time...I would like additional store credit for this inconvenience. I also cannot afford any time to sit and package up the bed into boxes I no longer have.

Business Response:

To whom it may concern,

The customer purchased the Furniture of America Kutty Queen Padded Leatherette Platform Bed on 03/15/2015. The customer also purchased the 5 Yr Accidental Damage Plan; which needs to be utilized through a company by the name of Guardsman. Please note that this plan can only be utilized for accidental damage and that Overstock only has a 30 day return policy.

The customer contacted us on 03/25/2015 and reported that the bed was defective; therefore, a replacement bed was sent. The replacement bed was delivered on 04/03/2015.

The customer contacted us on 10/15/2015 and requested that we provide them with information to utilize the "warranty" they had purchased. We did provide the customer with the phone number to contact Guardsman, who handles the claims that are filed, for damaged items. The customer was also provided with their contract number. The customer explained that the bed had broken while they were sleeping.

On 11/26/2015, the customer contacted us and advised that they had contacted Guardsman, who wanted photos of the issue that the customer was experiencing.

On 11/30/2015, we spoke to the customer, and it was discussed that the item would need to be repackaged. The customer was going to think about the return and contact us back. The customer also chatted with us on 11/30/2015, and we did inform them that the item would need to be repackaged and returned, in order for us to issue a credit.

On 12/02/2015, we advised that we would contact Guardsman, and see if there were any other options in filing the claim. We explained that they do have their "own standard process" and that we would see if we could make the process simpler for them.

*According to our records, there isn't any additional communication between the customer and Overstock since 12/02/2015. However, we have proceeded in utilizing the Accidental Damage Plan purchased by the customer and an in-store credit was issued in the amount of $******. We are unable to refund the customer for the price of the warranty as this has been used in order to receive the credit for the bed. The credit has been placed on the customer's Overstock account and will automatically apply the next time the customer places an item in their cart and completes their order. The customer can proceed in disposing of the broken bed.

Sincerely,

Overstock

12/3/2015 Problems with Product/Service
12/1/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a comforter set for our new guest room so our Thanksgiving family guests would have somewhere to sleep. They are to arrive Tuesday November 24th. My order confirmation said they set it for UPS to pick it up on the 17th but, according to UPS, it wasn't on their dock for pickup until 11/19/15. Now UPS cannot do anything to get the item to me before 11/25, which is too late. Overstock.com said they don't overnight so they could not get me a new order until Wednesday the 25th either. Now I have to spend more money to buy a replacement in a store and get a refund from Overstock.com. Their original response to me via customer service chat representative, Kailyn, was they were sorry but could not do anything to remedy the situation but try to call UPS to get the order delivered earlier and to give me a 10% discount on the order. I told them that was unacceptable because UPS already told me they can't do anything to get it here sooner because it's already in transit and I need it by Tuesday the 24th, a 10% discount does not solve my problem. Overstock.com is giving me a refund but still their delivery and customer service practices are horrendous. They did not put the package out for pickup on the date they told me they did which caused it to be scheduled for delivery too late to serve the purpose for which I ordered the item. I have been caused undue stress and financial strain because I now have to buy another comforter set before my refund posts from Overstock.com. I will never do business with them again.

Desired Settlement: Post this complaint on BBB's website for Overstock.com to warn potential buyers of their shoddy delivery and customer service practices. And have Overstock.com adjust their delivery estimates to accurately reflect delivery dates.

Business Response:

To whom it may concern,

 

The customer placed an order on Sunday, 11/15/2015 for the Marchella 4-piece Comforter Set. The customer paid $69.99 for this order.

 

On 11/17/2015, the warehouse reported that the order had shipped out, and provided a UPS tracking number. However, the UPS tracking scans didn't update until 11/19/2015, showing that the order was in transit to the customer.

 

On 11/21/2015, the customer contacted us, using our Chat Customer Service. In reviewing the chat, we have found that the customer explained that they expected their order to be delivered by 11/23/2015, as this was the estimated delivery date.

 

It was confirmed with the customer that the order would be delivered by or before 11/25/2015 and that 11/23/2015 was only the estimated delivery timeframe.  

 

The customer requested that we Overnight a replacement order as they needed their order by no later than 11/24/2015. We explained that we don't have this option available and offered to contact UPS to see if there was an option to get the package delivered to the customer sooner. The customer declined this offer and disconnected the chat.

 

The customer then called in and discussed their concern that their order wouldn't be delivered within the timeframe needed. Because we were unable to deliver the customer's order by the time that it was needed, the order was intercepted, and a full refund was issued. The refund was issued on 11/21/2015, in the amount of $69.99, to the customer's Visa credit card account. The customer will need to check with their financial institution to verify their credit posting timeframes.

 

Sincerly,

 

Overstock

12/1/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On November 16, 2015, I had purchased a rug, subtotaling $242.99 from a company which later I was informed that the product is unavailable and cannot be shipped. They offered $5 in-store credit to be used on their website and I reject this credit as I have spent many hours researching their website to identify the best possible option for my client. This incomplete transaction had caused a damage to the business relationship with customer and as a result I lost a potential business. As I was not able to deliver due to the fact that the provided information-product advertisement was incorrect, my business and trust relationship was damaged. I would like to stress the fact that prior to the purchase I have publicly posted numerous questions relating to missing or incomplete product information with an intent to gather more information about the product, which should have given necessary interval to verify integrity and the product availability.

Desired Settlement: For the damaged business relationship and lost business, I would like to be reimbursed no less than 50% of the actual price of the product.

Business Response:

To whom it may concern,

 

The customer placed an order on 11/16/2015. The payment amount authorized by the customer was in the amount of $213.83.

 

On 11/17/2015, the warehouse found that there was an error with the available inventory for the item that was ordered by the customer. Therefore, the customer's order was canceled, and the customer was sent an email notification about this. The customer was issued a full refund in the amount of $213.83, on 11/17/2015, to their PayPal account. In addition, a $**** in-store credit was issued as an apology for any inconvenience this may have caused.

 

On 11/17/2015, the customer contacted us and confirmed that they received notification that the order was canceled due to an inventory error. The customer requested confirmation on what that meant and it was explained that the order was canceled because we didn't not have the item available to be able to ship to the customer. The customer was advised that they were issued a full refund.

 

**Per our Terms and Conditions (https://help.overstock.com/app/answers/detail/a_id/63), the customer agrees that by accessing our website, that they agree to our Terms and Conditions. As part of the terms and conditions, it states that "On occasion, you may be able to place a product in your shopping cart and submit your order for processing, but your order is subsequently cancelled due to unavailability of product. You acknowledge that products may sell quickly and there may be a short period of time after an order has been submitted, but where the product is no longer available. You agree that we may cancel your order after you have received an Order Confirmation without penalty."

 

As the customer paid $213.83, and was refunded $213.83, we are unable to issue an additional refund. Our system will not allow us to issue more than the customer paid for the item.

 

The customer has claimed lost business; however, Overstock cannot be responsible for another person's business practices in regards to loss or profit.

 

Sincerely,

 

Overstock

11/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchase a Luminox Men's Navy Seal watch on April 12, 2015 as a gift for our son. He wore the watch for less than a month before it failed because it wasn't water proof as described (failed in 3 feet of water/rated for significantly deeper level - @200 meters). We asked for a refund but were talked into a replacement which was received end of May - early June. Our son wore the watch for about 4 months when the replacement watch stopped. We thought it might be a dead battery so we took it to the authorized repair center in Cranston, RI; it must be carefully re-sealed after battery replacement and was still under the 1 year manufacturer's warranty. We were told by the repair center that the watch had a ruptured second hand and need the hand replaced, battery and a major overhaul (we assume to clean out broken material) and that it wasn't under warranty because overstock.com is not an authorized Luminox dealer. It would have cost $150 to repair. We then contacted overstock.com and asked for a refund since the watch is apparently no good/highly undependable and the warranty is useless. We had to call numerous times to get action and were finally told the item was past the return period and likely not refundable. We received email instructions to send the watch to Watch Master USA Inc in NYC for evaluation. We sent the watch today by priority mail and we have demanded a refund because we were mis-lead regarding the product quality and the 1 year manufacturer warranty.

Desired Settlement: Full refund for product as we have shown good faith in trying to resolve the matter. We should not be penalized for overstock.com's apparent false claim regarding the 1 year warranty nor should we have to accept a defective product .

Business Response:

To whom it may concern,

The customer placed an order on 04/12/2015 for a Luminox Men's Navy Seal Anniversary Series Watch. The item was delivered on 04/14/2015.

Overstock has a 30 day return policy; however, if there is an additional distributor warranty or manufacturer warranty, it is listed with the details of the item.

The watch is listed as having a Water resistance of 20 ATM/200 meters/660 feet. It is also listed as having a 1 year distributor Warranty. Please see attached screenshot for the details of this item.

Please note, the watch is listed as being water resistant and isn't waterproof. As shown on our website, regarding water resistant watches, "a watch cannot be completely waterproof because it is made of many different parts". Our website does go on to explain how the watches are constructed to be water resistant. In addition, we show that "Chlorine, perfume, and other chemicals can harm the gaskets or sealant. Limit exposure to these materials or have your watch tested often for water resistance." Please see the attached information on water resistant watches or you can review the following link: http://www.overstock.com/guides/water-resistant-watch-quick-facts.

The customer contacted us on 05/21/2015, using an online form. Please see the details of this request below and what we received:

Here is the information about the return request:
Customer: ******* *****
Invoice: *********
Item: 13651169 &nbsp- Luminox Men's Navy Seal Anniversary Series Watch
Quantity: 1
Return Reason: Manufacturer Defect
Requested Action: Send Replacement
Comment: I gave the watch to my son as a gift. He has had it less than a month and when he wore it in a swimming pool at 3-3.5 feet of water the watch leaked and stopped working. Watch is listed as water resistant to 200 meters.

On 05/22/2015, the customer contacted us again and requested a refund instead of a replacement.

On 05/23/2015, we did ask the customer for additional information so that we could proceed with the return for a refund.

On 05/26/2015, the customer provided the necessary information to proceed with a return for a refund.

On 05/26/2015, we emailed the return instructions to the customer, on how they would need to return their watch and qualify for a full refund.

On 05/27/2015, the customer called us and made the decision to have a replacement sent, instead of having a refund issued. Therefore, a replacement order was processed, and shipped out and was delivered on 05/28/2015.

The customer contacted us again on 11/04/2015, and advised that the watch "wasn't waterproof as described". The customer went on to explain that the "replacement watch that he has had since end of May failed a couple of weeks ago. We had the authorized repair shop in RI look at it and the watch would require a major overhaul, replacement hand that ruptured and battery (after 3 months!!)."

The customer was advised that the watch did come with a warranty and that we would need to contact our warehouse and let them know about the issues that they were experiencing.

On 11/06/2015, our Jewelry Department did reach out to the customer and explained that since the watch was past the return timeframe, we would be unable to set up a return for this item. It was explained that we had reached out to the warehouse to get further information from them in regards to a repair or replacement.

On 11/07/2015, the customer called and advised they wanted a replacement. The customer was advised that due to the cost of the item, this request must be discussed with our Jewelry Team. However, the Jewelry Team wasn't available and so the customer said they would call back.

On 11/09/2015, the customer contacted us, and spoke to the Jewelry Department. They informed our Jewelry Department that they had taken the watch to the manufacturer, to have the item repaired, and were informed that they couldn't repair the watch as Overstock wasn't an authorized dealer.  The customer was advised that we would contact the warehouse to get a resolution and follow-up.

On 11/10/2015, we spoke to the warehouse and were informed that the watch would have to be sent in for repair. They advised that if the watch wasn't repairable, a replacement would be sent. The warehouse advised that if the watch couldn't be replaced, and a replacement wasn't available to be sent, a refund could be issued. The customer was provided with this information.

At this time, the customer has advised that the watch has been sent in. Therefore, the customer will need to allow the distributor time to attempt to repair the item, or to replace the item.

Please note: The item isn't waterproof, the item has a 1 Year Distributor Warranty (not a manufacturer warranty), and the customer allowed a repair shop to open the watch for inspection. Because the watch was opened, this may void the warranty with the distributor.

Overstock has assisted the customer in utilizing their warranty. Consequently, the customer will now need to wait for a reply from the distributor, as to whether they can repair the item, if a replacement will be sent, or if a refund will need to be issued.

Overstock is unable to issue a refund unless the distributor authorizes this directly with Overstock. We cannot further assist on this matter until the distributor has had the opportunity to assist the customer with a resolution.

Sincerely,

Overstock

Consumer Response:


Complaint: ********

I am rejecting this response because: the issue is with the second watch the replacement watch received AFTER the first one stopped working the instant it got wet in about 3 feet of water-- this is a NAVY Seal Anniversary watch--implies it should be able to handle a brief immersion in water.  AND --emphasis added--, this second failure had nothing to do with water-- the watch simply stopped working and it was Luminox authorized personnel at the authorized repair shop in Cranston, RI who examined it to determine why it was no longer functioning.  Overstock is making up a story to fit its liking and desired response.   Again, the second watch was opened by the Luminox AUTHORIZED repair tech and this should in no way void the warranty.  When we called for a refund, we were told by Overstock to send it there but had ALREADY taken it there and been told the 1 yr manufacturer warranty was useless because overstock.com is not an authorized dealer.  Overstock was described as a "grey market" seller.

Last, in the first failure, we never said no to a refund-- it was offered and then rescinded by Overstock.  We were forced into a replacement watch.

Sincerely,

******* *****

Business Response:

To whom it may concern,


The customer purchased the watch on 04/12/2015. The watch included a 1 Year Distributor Warranty as shown in the details of the item. The watch DID NOT contain a Manufacturer's Warranty as stated by the customer. We have provided a screenshot that shows the item contained a Distributor Warranty. You can also view these details using the following link: http://www.overstock.com/Jewelry-Watches/Luminox-Mens-Navy-Seal-Anniversary-Series-Watch/5954148/product.html?cache=no.

We were contacted about the first watch on 05/21/2015 and advised that the customer "gave the watch to my son as a gift. He has had it less than a month and when he wore it in a swimming pool at 3-3.5 feet of water the watch leaked and stopped working".


Our records show at one point the customer wanted a refund but later changed their mind and wanted a replacement. Therefore, a replacement watch was sent to the customer.


The replacement watch was delivered on 05/28/2015 via UPS tracking number ******************. The customer didn't contact us back to report any issues with the replacement watch until 11/04/2015.


When the customer contacted us, they contacted us via our Chat Customer Service option. The chat conversation was saved on the customer's account. The chat shows that the customer reported the following:


"My husband purchased a watch for our son in April and the first watch failed after about 1 month - wasn't waterproof as described. The replacement watch that he has had since end of May failed a couple of weeks ago. We had the authorized repair shop in RI look at it and the watch would require a major overhaul, replacement hand that ruptured and battery (after 3 months!!). The product is clearly no good and we want our money back."


The watch that the customer purchased DOES NOT have a Manufacturer Warranty. As previously shown, this item only contains a Distributor Warranty. Therefore, the center in which the watch was opened, wasn't an authorized dealer for the distributor. Because the watch was opened by an unauthorized dealer, this may void the warranty.


When the customer contacted Overstock, we found that they were outside of our 30 Day Return Policy; however, that they did have a 1 Year Distributor Wararanty. Therefore, we assisted the customer in utilizing the warranty that was included with the watch, and instructed them to send the watch to the Distributor, for repair or replacement.


As the customer has reported to the BBB, the watch isn't currently in their possession, as we instructed the customer to send the watch directly to the Distributor.


The Distributor has advised Overstock that if they cannot repair, or replace the watch, a refund can be issued.


The customer is outside of Overstock's 30 Day Return Policy; therefore, we CANNOT issue a refund without authorization from the Distributor.

Sincerly,

Overstock

11/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered product which was instock on 10/23, they have not shipped the item out yet, just sent information that item was shipped. COntacted customer service twice, the first rep claimed he will let me know in 2 days, that was one week ago, the rep today did not care and stated it was OKAY for me to go and ahead and complain to BBB. COmapnay does not care about customers and customer service is appalling, it seems they just stole my 130 dollars.

Desired Settlement: No outcome desired, never going to shop with this business again. They can have my money but just one time.

Business Response:

To whom it may concern,

 

The customer placed an order on 10/23/2015 for a Custom Fit Floor Mats for HONDA ODYSSEY 2008 , Full Set OEM Fit .

 

On 10/23/2015, the warehouse reported that the order had shipped out, and provided tracking information.

 

According to our records, we are not able to find any notes, that shows that we discussed any issues with the customer.

 

We have also reviewed the UPS tracking number that was provided to us by our warehouse and found that the tracking scans haven't updated. As the tracking hasn't updated, an investigation will need to be initiated, and we will need further information from the customer as to whether they would like a replacement shipped out, or if they would like to proceed with a refund.

 

To initiate the investigation, the customer will need to call ###-###-####, so that we may further assist them with this and with their desired resolution for this matter.

 

Sincerely,

 

Overstock

Consumer Response:
Complaint: ********

I am rejecting this response because: you refuse to acknowledge the two customer service chats i had already made, the first chat representative said the same thing about initiating an inquiry into the matter and never heard from you guys again. The second representative I chatted flatly did not care. 

A good company by now should have investigated themselves why the shipment has not been updated in almost one month and in the least apologized and refunded the money. 
I do not want the product or the refund anymore and you can keep them both. 


Sincerely,
******** ***

11/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought a rug for 300.00. Two months after purchase, rug fell apart. Overstock will not even consider a partial credit or refund of shoddy product they sell. Contacted for them to rectify situation somehow, and they completely stonewalled me. Then when I asked fo rmy account to be closed and all information deleted out of their system in regards to physical address and financial information, they would not accommodate that request either, instead only "hiding" my email address so that they retain my financial information and I can never contact them if I have a fraud incident with my account.

Desired Settlement: Discontinue selling this product if possible, I saw other recent complaints about the same item I purchased, falling apart in as little as 30 days after purchase.

Business Response:

To whom it may concern,

The customer placed an order on 08/06/2015 for the Safavieh Hand-woven Weaves Natural-colored Fine Sisal Rug (9' x 12') and received their order on 08/11/2015.

On 11/12/2015, the customer contacted our Chat Customer service, and advised that the rug "has been perpetually falling apart". The customer explained that the edges had "unraveled to the point that the whole rug is frayed on all four sides in areas", and that "the weave is coming apart in the middle area in I guess what is a "high traffic" spot". The customer confirmed that they were aware of our return policy and not being able to return the rug after 30 days. The customer explained that they weren't sure what to do and that the rug was basically useless to them.

We did confirm that the customer would need to return the rug within 30 days from when the order was received. We advised that there wasn't any manufacturer warranty. Therefore, as the customer had the rug for 3 months, we would be unable to return the rug.

The customer was offered small compensation for the issues experienced and the customer declined the offer. The customer then requested that their Overstock account be closed and all personal information be removed.

The customer was informed that for legal purposes, we were unable to delete her account; however, we could suspend her email address in our system, so that she no longer received emails from us.

*For record keeping purposes accounts cannot be removed from our system. However, we can ensure that any stored credit card information is removed from the customer's account, and stop emails from being automatically sent to the customer. Upon review, the customer has used PayPal when placing their orders. Therefore, because PayPal is a secure payment method that requires a password, we don't have access to the customer's credit card information, and there isn't any saved credit card information on the customer's account.

** We have reviewed the customer's order and the notes on the account. The customer is outside of our 30 day return time frame. However, based upon the notes, we would like to make an exception, and further assist the customer with a replacement rug. Therefore, we would respectfully request that the customer call **************, and ask to speak to Melody.

Sincerely,

Overstock

11/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order with Overstock.com for a brooch on 11/4/15. My credit card was charged on 11/5/15, but I've never received neither the item (today is 11/16/15) nor the refund, despite of contacting Overstock.com numerous times (via phone and email). The item I've ordered (and was charged to my CC) is now OUT OF STOCK, which means Overstock.com is not able to fulfill the order anyway. FIRST, THIS PRACTICE IS UNETHICAL AND SECOND, IT IS AGAINST "MAIL OR TELEPHONE ORDER RULE" ENACTED BY FEDERAL TRADE COMMISSION (NOT TO ISSUE PROMPT REFUND UPON CUSTOMER REQUEST FOR AN ITEM THAT THEY ARE NOT ABLE TO SHIP). However, on 11/7/15 I've received a package containing A RING AND A PACKING SLIP for a customer from Alabama (I am in Texas). I've contacted Overstock.com customer service immediately and shipped them back the item they've send in error (and they've received that item on 11/16/15). I do not feel I should wait two weeks to get my money back for an item they were not able to ship. I also feel I should not be paying for their mistakes (being charged for an item they/ve send in error).

Desired Settlement: Overstock.com should finally begin to comply with Mail and Telephone Order Rule enacted by FTC and issue prompt refund for a merchandise they did not (or are not able to) ship. I expect prompt refund for an item that was never sent to me (and won't be sent, since the item is out of stock). I am outraged that I have to wait so long to get my money back!!!!!

Business Response:

To whom it may concern,

The customer placed an order on 11/04/2015. The order was delivered on 11/07/2015.

The customer contacted us on 11/10/2015 and reported that they received the wrong item. The customer provided a copy of the packing slip they received with their order. The packing slip showed a different name and address on the item.

On 11/10/2015, we provided the return instructions to the customer.

On 11/11/2015, the customer contacted us to advise that they expected an immediate refund before we had received the item they received back.

Overstock replied and advised that the item would need to be returned before a refund could be issued. We explained that when we receive the item back to our warehouse, it can take 3-5 business days for the refund to be issued.

On 11/11/2015, the customer replied to let us know that they didn't agree with our return policy. The customer claimed that it was illegal to not issue an immediate refund, upon request, per the Federal Trade
Commission.

We replied to the customer and advised that once the item arrived back to our warehouse, that a refund would be issued, within 3-5 business days.

On 11/2015, the customer replied with the following:

"That option would be perfectly
fine had I received (and sent back)
the item I've ordered. Since I've never
received the brooch, what you are
doing is still illegal. At this point, I am really
done talking to you."

As the customer adivsed they were done talking about the issue, we didn't reply to the customer's response.

**We have reviewed the "Business Guide to the FTC's Mail, Internet, or Telephone Order Merchandise Rule" (https://www.ftc.gov/tips-advice/business-center/guidance/business-guide-ftcs-mail-internet-or-telephone-order), and have reviewed the details listed for "How Quickly You Must Make a Refund". According to the FTC, it states that "you must refund the correct amount within seven working days after the order is cancelled" or "notify the customer that the account will not be charged within one billing cycle after the order is cancelled."

The order wasn't canceled by Overstock or by the customer. The order was fulfilled; however, it was found to be the wrong item, and was returned.

As part of our return policy, it can take up to 5 business days for an item to be inspected, and a refund to be issued. The customer's order was received back on 11/16/2015.

The refund was issued on 11/17/2015, in the amount of $******, to the customer's American Express Credit card account. Typically, it can take 2-5 business days for the credit to be posted; however, if the customer doesn't see their credit, they may need to contact the issuing financial institution to find out their credit posting time frames.

Sincerely,

Overstock

Consumer Response:
Complaint: ********

I am rejecting this response because:


Overstock.com omitted the crucial detail in this whole case: That soon after I’ve placed the order, the item that I’ve ordered was out of stock (and it’s out of stock until today), therefore they were not able to fulfill their order (and they knew they were not able to fulfill the order the minute I’ve informed them that they’ve send me the wrong item). That is actually the part of the FTC’s Mail or Telephone Order Rule I’m referring to, and it states the following: “ WHAT YOU SHOULD DO IF YOU LEARN YOU CANNOT SHIP ON TIME: When you learn that you cannot ship on time, you must decide whether you will ever be able to ship the order. If you decide that you cannot, you must promptly cancel the order and make a full refund.” 

THEREFORE, THIS IS NOT THE CASE OF MY CANCELING THE ORDER –THIS IS THE CASE OF NOT ISSUING A PROMPT REFUND UPON THEM LEARNING THEY WERE NOT ABLE TO FULFILL THE ORDER.  Instead, Overstock.com had waited 7 days to issue a refund.
I am also surprised that such a big company as Overstock.com does not read the Mail and Telephone Order Rule in its entirety, but just a few pieces that suits them the most.

Sincerely,

*.*.






11/9/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been informed by the Loss Prevention department that at no point will overstock.com ever deliver to any address other than my home address because of possible fraud issues, including gift orders. I would have to take deliver at my home and then deliver my purchases at my own expense, despite the fact that overstock.com offers free shipping. I have submitted my ID for verification that I am the account holder but that fact does not seem to matter.

Desired Settlement: I would like future orders by me to be delivered to the address of my choosing

Business Response:

To whom it may concern,

On every item listed on our website, there is a disclaimer that says: For your protection, all orders are screened for security purposes. If your order is selected for review, our Loss Prevention Team may contact you by phone or email. There may be a two business day delay to process your order.

An order was placed on 10/25/2015. The order was randomly selected for review. When an order is selected for review, research is done to confirm that there isn't any fraudlent activity on the customer's account.

In the case of this customer, there was some concern regarding the shipping information provided, and so the order was canceled.

On 10/26/2015, we show that the customer called in and discussed the reason the order was canceled. When we explained the reason that the order was canceled, the customer advised that the shipping address was her daughter's address, and that she had recently moved to this address.

Therefore, we asked that the customer fax a copy of her ID to us. The customer confirmed that they would fax a copy of their ID; however, it would show their old address.

On 10/27/2015, a woman contacted us to see if we had received a copy of their ID. According to our records, when our Loss Pevention Department spoke to the woman, the woman sounded younger than the age shown on the ID we received. Therefore, it was sent over to a supervisor for review.

The supervisor reviewed the copy of the ID and the notes on the account and determined that any orders placed would need to ship to the billing address listed. The customer was advised of this decision and confirmed that they would have the billing address updated with the credit card company.

On 11/03/2015, the customer called in and advised that the billing and shipping address was for her daughter and that the order was a gift. The customer was advised that we could only replace the order if it was being shipped to their billing address.

The customer then inquired if she added her daughter on as an authorized buyer to her credit card, if we would ship to her daughter's address. We confirmed that we would ship to her daughter's address if she was added on as an authorized buyer with the credit card company.

The customer was also advised that we can ship her future orders to different addresses but they are subject to cancellation if they are too suspicious or there are too many return issues.

If the customer has any quesitons or concerns regarding the decisions made in regards to this matter, they can give our Loss Prevention Department a call at **************.

Sincerely,

Overstock

Consumer Response:
Complaint: ********

I am rejecting this response because: there have been no returns or suspicious activity whatsoever on my account. Since I opened my account I have shipped to my daughter's home with no issues whatsoever. I provided a copy of my identification to verify that it was me ordering so my order should have been sent where I requested.The order in question was still shipped to my home address instead of where i want it to go. This will necessitate me paying for shipping (which should be free) I accept the compliment of my voice "sounding young" but I assure you that that is not an indicator of my age. 

I will not be shopping with Overstock.com in the future and will be canceling my credit account. 

Sincerely,

******* *****

Business Response:

To whom it may concern,

According to our records, there was conflicting information provided to our Loss Prevention Department. We were first informed that the customer had moved to her daughter's home and the billing address would be updated with the credit card company. Later we were informed that the order was a gift intended for her daughter and that the customer hadn't moved.

Based upon the conflicting information provided to us by the customer and the review that was completed for the order, and there wasn't any previous history of this type of activity on the customer's Overstock account, it was considered to be suspicious. Therefore, when there is any suspicious activity, our Loss Prevention Department will act according to our policy and procedure, and may request that documentatin be provided, set limitations to the customer's ordering ability, or cancel their orders.

According to our records, the customer's billing address was updated, and on 11/03/2015, the customer placed an order and had it shipped to the current billing address listed on file. On 11/03/2015, after the customer's order had been placed to ship to their billing address, the customer was informed that we can ship her future orders to different addresses but that they are subject to cancellation if they are too suspicious or if there were too many return issues.

However, because the customer had already placed an order to be shipped to the billing address prior to being notified that we would ship to alternate addresses, their order was shipped to their billing address as was shown on the order.

Because the customer was advised that they can ship to alternate addresses, we have closed this issue; however, if the customer doesn't agree with the resolution that has been provided, they will need to contact our Loss Prevention Department at **************, and request that the matter be reviewed.

Sincerely,

Overstock

Consumer Response:
Complaint: ********

I am rejecting this response because: Overstock.com never received conflicting information from me regarding my new address. I moved to a new address and I wanted a gift sent to my daughter's home address. This was relayed to them repeatedly. The previous response from this business stated that my voice sounds too young, as determined by Loss Prevention, to be actually me and that is the reason my orders were canceled. So which is it? 

As for there being no previous history on my account of this type of activity: EVERY SINGLE ORDER ON MY ACCOUNT WITH THE EXCEPTION OF ONE WAS SENT TO MY DAUGHTER'S ADDRESS. Going back several months. Even though I faxed in my ID card Loss Prevention was still uncooperative. 
I also consider this case closed, unsatisfactorily. As I stated I will no longer do business with this company.

Sincerely,

******* *****

11/4/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Me and my family ordered a sofa from this company and it was delivered very damaged. The company had me take photos which we did and we took the time to send them. They agreed this was damaged and said they would call and make an appointment for pick up so we could get our refund. We feel we are just being put off they say we are trying to get someone out here to pick it up? (they had no problem getting some one here to deliver it?) Then personnel promise to call us by end of the day and then don't. In the mean time we are in our very small duplex with a boxed up sofa we can't use in our small home waiting for this supposedly great service. This was our very first order with these folks and we had saved for a year to buy a sofa as my family lives paycheck to paycheck and we haven't had a decent piece of furniture ever so we are very disappointed especially with the return hassles so far. They gave us a 150.00 credit which is the least they could do for the mess but that doesn't fix the problem with the return and the refund which we need to get a sofa for our family. Thank you for you valuable time with this Thank you ***** ****** and Family

Desired Settlement: Pickup damaged sofa and refund money for the purchase

Business Response:

To whom it may concern,

The customer placed an order on 10/05/2015 for an oversized item. As the item was oversized, it was shipped out with a freight carrier, and was delivered on 10/22/2015.

On 10/22/2015, the customer contacted us and advised that the order was damaged. Therefore, we requested that the customer provide pictures of the damages, and explained that the Oversized Items Department would follow-up in 1-2 business days to assist with the issue. The customer provided us with pictures the same day that we requested them.

On 10/23/2015, the customer contacted us, and spoke to the Oversized Items Department. A return was initiated and we contacted the warehouse to process the pick-up. When the carrier is notified that a pick-up is needed, it can take 1-5 business days to process the pick-up, as the pick-up has to be processed with a freight carrier.

On 10/28/2015, the customer contacted us for an update on their return. The customer explained that the item was taking up too much room and he needed the item picked up quickly and a refund issued as soon as possible. Therefore, we contacted the warehouse for an update on the status of the return being processed. The warehouse replied that they were working with a freight carrier to have the item picked up and returned.

On 10/30/2015, we asked the warehouse for an update on the status of the return with the freight carrier. The warehouse was advised that they would need to provide pick-up information by the end of the day on 10/30/2015.

Because we didn't receive any pick-up information from the warehouse, we did advise the customer to donate or dispose of the item. The customer was issued a full refund on 11/03/2015, in the amount of $******, back to the payment method that was used.

The customer was also issued a $****** in-store credit, for any inconvenience caused, to be used on their Overstock account. This credit is available immediately will appear during the checkout process the next time an order is placed using their Overstock account.

As the customer has been issued a full refund and has been issued compensation, the matter has been closed on our end. If the customer feels that they need any additional assistance with this or any other matter, we would ask that they give us a call at ###-###-####.

Sincerely,

Overstock

Consumer Response:
Better Business Bureau:


To whom this concerns, regarding complaint #******** we are satisfied with outcome and thank you for your assistance with this matter very much. The ******s


Sincerely,

***** ******

10/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a wedding ring and bang from overstock.com. My problem began with This product itself was as advertised different than what I received in two ways. The ring set was sold to me as a higher grade diamond and that is a huge deal to me. I took it to my local jeweler and had an insurance appraisal made to verify and grade the diamonds on the ring. They advertised and guaranteed to be vs1-vs2 diamonds but graded at si1 a lower grade diamond. After a bit of research I'm not sure the ring was made by the manufacture of Elma Gil when in purchased it on their site. A few phone calls and according to the manufacture Emla Gil the staff at Elma Gil have no knowledge of the ring style. They stated it should have a elma Gil makers mark inside the ring. no Elma Gil mark is found on the ring. Any other product and I'd prob take return it and move on but this is a wedding and engagement ring and I gave to my fiancee already. I trust in overstock and their products to be as advertised and not in any way shape or form falsely advertised.I spoke to several people at overstock on the phone and I sent in pictures of the ring as they requested and numerous emails and had to jump though all kinds hoops. I expect overstock to make this right and i have spoke to several employees already and they declined to offer me any compensation. I called and spoke to a representative and they recorded the call she stated that it was appraised higher than they sold it to me and i should be ok with that. Telling my complain wasn't valid and It was falsely advertised manufacture and sold at a different grade but they are not going to do anything about it. Im frustrated because i cannot return a ring i gave to my fiancé and i had a stone set in the center already. Im shocked that overstock declined to do anything about the problem and basically stated their actions are just.

Desired Settlement: I wanted a discount not sure what i wanted actually I was embarrassed and timid at first to even call in because i was put in such a weird circumstance of being taken advantage of by overstock. I called to have them make it right but received a metaphorical middle finger instead. Now I'm upset and after all the headache i want a 75% discount minimum.

Business Response:

To whom it may concern,

 

The customer purchased the ELMA-GIL 18k White Gold 1/2ct TDW Diamond Semi Mount Engagement Set (G-H, SI1) on 08/25/2015. The order was delivered on 08/28/2015. The customer paid $******** for the ring.

 

The customer contacted us on 09/17/2015 to report that after proposing to his fiance, he took the ring to a jeweler to have the ring appraised, and told that the diamond in the ring was a much lower quality than what it was advertised for. Therefore, we requested that the customer email a copy of the appraisal from their jeweler, so that we could further look into this matter.

 

On 09/30/2015, the customer provided us with a copy of the report from the jeweler, and mentiond that the the diamonds were graded as SI1 and that they weren't as advertised. At which point, we inquired if the customer would like to return the item for a refund or replacement.

On 10/01/2015, the customer responded and advised that they didn't want to return the ring as they had already given it to their fiance. The customer also mentioned that the item had been altered and that they contacted ELMA-GIL and that they didn't recognize it as their design and that it didn't have their engraving on it.

 

Due to the item had been altered and the customer wasn't returning the item, we offered to compensate the customer $****** back to their form of payment, or a $****** in-store credit.

 

The customer replied and declined the offer as they felt it was too low considering that the item received wasn't as advertised and didn't have the  ELMA-GIL markings on it.

 

On 10/02/2015, we asked the customer to provide us with pictures showing what they received, so that we could determine if we would be able to compensate them more than what was originally offered. We asked for pictures of the inside of the band and the outside of the band.

 

The customer confirmed that they could take and provide pictures but wanted to speak to a "manager higher".

 

We replied and explained that we would need the pictures to review so we could determine if we would be able to offer more than we had already offered. The customer was also provided with our contact phone number so that they could call and speak with a supervisor.

 

On 10/07/2015, the customer called and spoke to a supervisor. The supervisor requested pictures of what the customer received so that we could look into providing compensation for the issues experienced with their order.

 

On 10/12/2015, the customer provided us with pictures of what they received.

 

On 10/18/2015, we confirmed that the customer did receie a lesser quality item than what was advertised; therefore, we offered $****** to their original form of payment or to give the customer $****** Club O credit and to activate the full Gold Membership.

 

On 10/19/2015, the customer confirmed that they would like to accept the $****** Club O credit and the full Gold Membership.

 

On 10/20/2015, the customer was issued the $****** Club O credit and the full Gold Membership.

 

The issue has been closed on our end due to the customer has determined to keep the item received and has accepted the $300.00 Club O credit and the full Gold Membership offer.

 

Sincerely,

 

Overstock

 

 

10/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hello, we purchased a watch online from Overstock. The watch did not work upon arrival and continues to not work. We live in Australia and had to pay extra shipping to have the product sent to us. We have been referred to your site to get an understanding of wether or not the seller is responsible for reimbursing the byer for postage cost in addition to cost of item if the seller is based in USA.

Desired Settlement: refund of postage we the seller paid in addition to cost of the item purchased, which was faulty upon arrival

Business Response:

To whom it may concern,

The customer purchased a watch on 09/12/2015 and received the watch on 09/30/2015. The customer lives in Western Australia; therefore, the customer was required to pay for taxes and duties and shipping fees.

The customer contacted us on 10/02/2015, via our Chat Customer Service, and reported that the watch wasn't working. The customer was advised that they would receive follow-up from an International Representative within 1-2 business days to further assist with this matter.

On 10/05/2015, the customer was contacted by email, and informed that we are unable to send replacement orders to our international customers due to Custom rules and regulations. The customer was emailed a free return label and advised to package and take the item to their nearest FedEX location along with the free shipping label provided, and the commercial invoice. We explained that the customer that FedEx will have them sign the commercial invoice and write any additional details on the paperwork, and that FedEx will keep their required copies of the commercial invoice and provide a plastic document sleeve. We advised that the customer would need to place one copy of the commercial invoice in the sleeve, seal it, and attach it to the outside of the package and that they must attach this invoice in order for their package to clear customs.

The customer was advised that once we received the item back, to allow 3-5 business days for their refund to be issued.

**In reviewing our records, there hasn't been any additional contact from the customer on this matter. We have also found that the customer hasn't used the return label provided to return the defective item.

The customer will receive a full refund for the item, shipping fees, and any taxes and duties paid, once they have returned the defective item. The return is free to the customer as long as they follow the instructions and commercial return label that we provided to them. We have attached the paperwork that the customer needs to return this item.

If the customer has additonal questions or concerns about the return, they can email us at international@overstock.com, or call us at 00-###-###-####.

Sincerely,

Overstock

10/27/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a table and chairs Oct 1st. When I checked out it said delivery would be 4-6 days. I could expedite ORDER for $100 dropping it to 1-3 days. I chose expedited, no where did it say estimated delivery date or time. No where did it say it was an oversized item and not only did the 4-6 days not apply but that the expedited was only for 2 chairs. I would not have expedited 2 chairs to sit on with no table. I wouldn't have repeatedly attempted to get info from customer service on where item was if I had that information. , I may have gone elsewhere as I needed a table sooner. But maybe not because the reason I chose this table was none of my local furniture companies had a table that fit my needs as well as this table. After 3 contacts with customer service over a week period one of them FINALLY told me it's oversized and would be here the following week. It was delivered yesterday. The last contact with customer service they said that when I checked out it would have the delivery timeframe, I said no just 4-6 days. That prompted me to look at the site and does seem that was corrected as selecting the table now it shows an estimated date 10 days away and says no eligible for expedite shipping. My guess is enough people complained about the practice and it got fixed but not before duping me.

Desired Settlement: I want the 100.71 expedited shipping charges refunded and the company to make sure that oversized items that come via a frieght company are clearly outlined so future consumers are aware of accurate timeframe. Had it shown that I would get two chairs about 10 days before the table I would have saved the $$ and waited for it all at once. But due to shady business practices regarding expedited shipping I was under the impression that it would speed whole order up.

Business Response:

To whom it may concern,

The customer purchased two items on 10/01/2015. One item was for a dining set and one item was for a chair set.

At the time of checkout, the chair set provided the option for expedited shipping, and the dining set showed that the item couldn't be expedited. The customer chose to expedite the chair set and paid $107.76. The chair set was expedited to the customer and delivered within the time frame that the customer paid for.

The dining set couldn't be expedited and did ship with a freight carrier due to it weighed over 151 lbs. The disclaimer for the dining set shows the following:

"Please note: Orders of 151 pounds or more will be shipped via Freight carrier and our Oversized Item Delivery/Return policy will apply. Please click here for more information. This product will ship to you in multiple boxes."

***We have confirmed that this information was available on the website at the time the customer placed their order and the information hasn't been changed. We have also confirmed that because the customer received the chair set within the expedited shipping time frame that they paid for, they are responsible for these fees.

However, as a one time exception, we have refunded the customer for the expedited shipping fees that they paid for the chair set. The refund was issued on 10/21/2015, in the amount of $107.76, to their Visa credit card account. Please allow 2-5 business days for the credit to be posted; however, if the customer doesn't see the credit, they may need to contact the issuing financial institution to find out their credit posting time frames.

Sincerely,

Overstock

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** ****

10/27/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a blue Dyson Air Multiplier Refurbished Table Fan for $114.39 with free shipping on 9/5 (Labor Day weekend) and I was shocked when a week or so later I received a Ruffled Bedskirt in the mail. I called customer service and was told a replacement item was not available. I was also told that "we have a Specialized Team at our warehouse who inspects the product thoroughly before shipping it to our customers". So I took a close look at the packaging and after careful inspection I noted that the label stating the item weight is 8 lbs. was overlaid with a second label stating the item weight is 2 lbs. Both addressed to me. According to Amazon.com, the shipping weight of a Dyson Air multiplier Table fan is about 6.6 lbs. It would appear that someone took out my Dyson fan, replaced it with a ruffled bedskirt, created a new label, placed it over the old label and then had it shipped to me. So where is my fan? The only options I was given was a 10-15% discount on a Dyson fan that was twice as expensive, or to return the item I received for a refund. I rejected both options and asked your customer service representative to speak to a manager but was never transferred. I never explicitly agreed to return the item, but was asked for my email address and just sort of told that I was being sent a RMA. Please note that I never agreed to Overstock.com's policy of only issuing returns or replacement items IF in stock. That was a one sided agreement which doesn't trump commercial business law. Also, I do not believe I am required to return something I did not order. However, I have no need for a ruffled bedskirt and will be glad to return this item to you once we have resolved this issue.

Desired Settlement: Per business law, I believe I am entitled to (1) the fan you agreed to sell me per our contract (2)a substitute product as a 'cure' (as long as I accept the substitute) or (3) for Overstock.com to pay the difference in what it costs me to obtain the same fan with another retailer, noting that it will be difficult to find as good a price because I bought the item during the labor day holiday.

Business Response:

To whom it may concern,

The customer ordered the Dyson AM01 Air Multiplier Iron/ Blue Table Fan (Refurbished) on 09/05/2015 and it was delivered on 09/11/2015 via UPS tracking number ******************. The customer used a 12% off coupon when placing their order; however, the price of the item before any discounts came to $129.99.

On 09/15/2015, the customer contacted us via our Chat Customer Service option. The customer informed us that they received the wrong item. The Overstock agent apologized for the error and explained that we were unable to ship a replacement as we no longer had inventory for this item. The agent explained they would need to proceed in processing a return for a refund.

The customer then stated that they would like to have the "Silver" one sent as they did not care about the color. The agent advised the customer that we didn't have stock for the blue or the silver.

The customer requested to be transferred to a manager or someone else. The customer provided a different item number to the agent and the agent advised the customer that the item number provided wasn't the item they ordered. The cost of the alternate item that the customer provided to the agent was $299.00.

The customer advised that they wanted something comparable to what they ordered.

The customer was offered a discount on their next order for the inconvenience caused. The customer declined the offer of compensation and stated that there was a breach of contract as they didn't receive the item that was ordered.

It was explained to the customer that "According to our policy, if you receive the wrong item, we will help you with the replacement of the item" if the item is out of stock. "And if the item is not in stock we will help you with the refund." The customer was advised "that’s the only option we have according to our policy."

The customer then attempted to discuss legal matters with the agent. The agent again advised the customer that we no longer have the item that was originally ordered in stock and couldn't ship a replacement. We offered to assist the customer with a return for a refund. We also explained that we couldn't send a different item to the customer as are unable to process/exchange the return for a different item.

The customer then asked how to return the item and return instructions were provided to the customer. A return label was provided to the customer at the time that they inquired about returning the item they received.

The customer returned the item on 10/03/2015 via UPS tracking number ******************. The order was received back to the warehouse on 10/08/2015 and a full refund was issued to the customer on 10/09/2015.

**Our terms and conditions state that the customer agrees to our Terms and Conditions by accessing our website. As part of the terms and conditions, the customer agrees to our policies and procedures. Our Terms and Conditions also state that if the customer doesn’t agree with our terms, they “may not access the Site”. Please see the following link to review our Terms and Conditions: https://help.overstock.com/app/answers/detail/a_id/63/session/L3RpbWUvMTQ0NTI4MTA5MC9zaWQvT2F5aC1sem0%3D.

Therefore, as the customer accessed our website and placed an order, they did agree to our Terms and Conditions and our policies.

Our return policy states that we will ship a replacement order or issue a refund; however, our Terms and Conditions state that "we may rescind our acceptance and cancel your order without penalty if we are unable to ship the product you ordered due to unavailability."

As we are unable to ship a replacement order to the customer, due to the item is unavailable, and the customer has received a full refund, we are unable to assist the customer further with this matter.

Sincerely,

Overstock

10/21/2015 Problems with Product/Service
10/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bought a rug and rug pad. Didn't fit. Called to exchange. Told no exchanges.They emailed me return labels. Told them I had no printer.Asked if they could send me the labels.After talking to the girl she said "Let me talk to my supervisor and see what we can do because you are such a nice person. When she got back on the phone she said they could call ups and set it up for me. Items were returned. Today I got an email stating they received the rug pad and I would be refunded $10.00 even though the pad cost over $27.00 They had no info on the rug yet. I can imagine how much I will lose on that. They advertise free shipping.Refund and no exchanges is hidden.

Desired Settlement: I should be able to exchange all of it for a smaller size since they offer a smaller size or I should get a refund. I should get this because they advertise excellent customer service and free delivery. Advertising is deceptive.They should get a low rating.

Business Response: To whom it may concern,


The customer placed an order on 09/22/2015 for a rug and a rug pad.


The customer contacted us on 09/25/2015, via the chat option, and explained that the rug was too big and they wanted to exchange the rug and rug pad for a smaller size. We provided the customer with the return policy and explained that we don't offer exchanges. Therefore, the customer wanted to know how to return the item. The return instructions were explained to the customer. The customer was also provided with the amount they would need to pay to return the item. The customer wasn't happy that they would need to pay return fees. The customer then stated the following: "Are you charging me shipping for the rug when I don't know what condition it is in?" The agent explained that they would be responsible for the return fees based upon the reason they wanted to return the item. The customer then disconnected with the chat agent.


The agent proceeded by initiating the return for the rug and the rug pad and return labels were emailed to the customer along with the amount it would cost to return these items.


The customer called in and spoke to a customer service representative. According to our records, the agent the customer spoke to, explained that the return was already initiated, and offered to assist the customer by having UPS come out and pick-up the merchandise.


The customer then emailed us after speaking to the customer service representative to advise that she informed us that the rug pad smelled. However, our records don't show that she reported this information until after the return had been processed.


The merchandise was picked up and received back on 09/30/2015.


The refund was issued on 10/02/2015 for the rug and the refund was issued on 10/04/2015 for the rug pad. The return fees were deducted from the amount of the refund.


On 10/04/2015, the customer contacted us via our Chat Customer Service option. They wanted to know why they were charged for return fees when the item "smelled moldy". The return policy was explained to the customer and an apology offered that they received the rug pad defective. A refund was issued for the return fees that were charged for the defective rug pad. The customer also admitted during the conversation with the chat agent that they "never opened the rug, so they wouldn't know the condition of the rug.


The agent did explain to the customer if the return is a result of our error or the product is defective, we will cover the return shipping fees. Therefore, as the customer didn't open the rug to confirm if any issues with it, and proceeded in returning it because it was too big, they are responsible for the return fees.


The agent also explained the reason we don't offer exchanges is because the different size items have different prices. Therefore, if they don't order the correct size they need, they are responsible for the return fees.


The agent also advised that with our return policy, that we don't offer free return shipping, and advised that there is a link on the product page explaining the details for returning items.


**We have confirmed that the customer has received a full refund for the defective rug pad and that they are responsible for the return fees of the rug. Our return policy is available on every product page and the customer is responsible to review this information prior to their purchase. We aren't able to exchange the item for a smaller size as has been indicated to the customer due to we don't offer exchanges.


As the customer has been issued a refund for the rug pad and the rug, we are unable to further assist them in this matter. Thank you.


Sincerely,


Overstock

10/12/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Ordered the Christopher Knight Home Patterson Outdoor 5-piece Wicker Dining Set with Cushions. The first shipment had 3 boxes, 1 for the table that did not have any hardware and 2 boxes of 2 chairs each. The 2 boxes of chairs had incomplete parts, missing arm/leg assemblies. I called to get this resolved. I was told they would ship out the missing pieces for both the table and the chairs. The next box arrived with 2 base side pieces to the table which we were not missing. Nothing for the chairs. I called again. I was told it would be 2 months before they had missing chair parts. The next box arrived with a mostly complete table but we were able to use both boxes to make one table. Two boxes each with 2 chairs arrived also with missing hardware and arm/assembly. We were able to piece enough to make 2 chairs from the 3 boxes. Another box arrived with 4 D arm/leg assembly instead of 2 D and 2 C. I took pictures of everything and marked the C parts with a circle on the parts list so everyone would know what was missing. This was emailed and I did receive a confirmation of receipt of the pictures. Another box arrived but this time it was another table (FYI: it is missing hardware). We should not have gotten a table. I called as I have each time in the past. This time I was so upset I was in tears. I even became physically ill after completing my phone call. A box arrived today. I was hoping it contained 2 C arm/leg assembly but it was a too big of a box for just those 2 pieces. So I opened it. I contained 2 chairs with only the cushions, 2 back pieces and 2 seat pieces. NOT ONE D OR ONE C ARM/LEG ASSEMBLY.

Desired Settlement: I want a complete 5 piece set with no missing parts that we paid for. They gave me a $50 refund in July but that doesn't even come close to the emotional abuse I have suffered.

Business Response:

To whom it may concern,

Here is a timeline of the occurrences with this customer’s
order.

6/10/2015 – The customer contacted us stating that they were
missing hardware or assembly instructions of the table of their Christopher
Knight Home Patterson Outdoor 5-piece Wicker Dining Set with Cushions. They
also advised that they were missing one table stopper and one of the stoppers
was broken. We added 2 table stoppers to the request. Later on in the day, the
customer contacted us stating that she is also missing 2 of part C, which was
the right leg to the arm chair to the set. We did request these pieces to be
shipped to the customer. We advised the customer of our parts request time frames
which is 2-5 business days, however we would reply to the customer with an
update within 1-2 business days.

6/12/2015 – 2 business days later, we followed up with the
customer via email and let them know that our warehouse is shipping the parts
out on this day with Fedex, tracking: ************. We told the customer the
shipping on the parts could take 5-10 business days and that the customer may
discard of any left over parts or materials that are not needed at their
discretion.

6/16/2015 – The customer contacted us stating that she didn’t
receive the correct parts and still needs the hardware to the table of the set.
We immediately contacted our warehouse telling them that the previously
requested hardware was not shipped and that we need them to ship it and
expedite it. We did also remind them that this was our 2nd request for
hardware to the table. The customer also did not receive the requested part C
because the product was out of stock for the coming three months ahead.
Therefore, we issued the customer $50.00 to her form of payment due to this.

6/17/2015 – Our warehouse provided tracking information for hardware
for the table. This was traveling on Fedex tracking number: ************. We
advised the customer that they may discard of any unneeded materials and that
their parts would be to them within 3-6 business days.

8/9/2015 – The customer contacted us by email asking us if
the chairs were back in stock yet.

8/10/2015 – We replied to the customer and let them know
that we have notes stating that the chairs are out of stock until approximately
mid September. We did remind the customer that we had previously issued $50.00
back to their method of payment as a consolation for this inconvenience of
having to wait for your chairs. The customer also submitted a survey on this
commenting on the situation. The customer reiterated the issue and I found that
not only are the legs missing from the arm chairs, but the customer is also
missing the arms.

8/20/2015 – The customer contacted us via email once again
and asked for an update on the chairs.

8/22/2015 – As we do allow 2 business days for following up with
our customers, we replied to her email on this day reiterating that the chairs
are not back in stock until mid September.

9/6/2015 – The customer contacted us asking for an update on
the chairs.

9/8/2015 – We replied to the customer’s email and advised
them that the chairs would be back in stock mid September. The customer replied
back to our email advising that her issue has not been resolved. She demanded
to know when the chairs owed to her would be back in stock. We contacted our
warehouse and requested 2 legs and arms for the chairs to the set.

9/9/2015 – Our warehouse had the parts, shipped the parts
and provided us with Fedex tracking: ************.

9/14/2015 – The customer filled out another customer service
survey. She had good comments about our website and selection. However, the
customer did complain about the situation. She advised that it’s been difficult
to resolve and that she was still waiting for parts. On this day, the customer
received the parts that were shipped on 9/9/2015. She contacted us and advised
that she is still missing the right arms rests. The customer requested a
supervisor at this time. The supervisor, placed a call to the warehouse. Our
warehouse is concerned because they felt that they have been shipping the
customer the correct items. The supervisor requested that the customer send in
photos and a copy of the assembly instructions she is using to set up the
product. The customer got back with us a few hours later with the attached
assembly instructions. She circled the part that is needed. What the customer
claims to have received this last shipment was 2 chair assemblies but only 3 D
parts. The customer needed some clarification on why we needed photos or what
that would resolve. The customer stated that she cannot take photos of what she
does not have. She asked if she should submit pictures of the contents that she
just received.

9/15/2015 – The supervisor replied to the customers email
stating that she should take photos of the pieces she does have so that it is
clear to the warehouse that the customer could not work with what she has to
assemble the chairs. The customer responded stating that she sent a picture of
the 4 D arm/leg assembly. She needs 2 C and 2 D to put the chairs together. She
stated that she submitted photos of the pieces she had however we did not see
the photos come through on this day.

9/16/2015 – We replied to the customer’s email stating that
we had not received her photos and asked that she send them again to **************@overstock.com.

9/17/2015 – We received the photos submitted by the
customer. We let the customer know that we did receive them and that a supervisor
would be following up with her on 9/18/2015.

9/18/2015 – We contacted our warehouse with the requested
assembly instructions and photos the customer sent over. We requested that Part
C is shipped as soon as possible. As you can see by looking at the image
attached, the customer was sent a full replacement but this received 4 of part
D and none of Part C at all.

9/23/2015 – The customer contacted us letting us know that
she had been shipped another dining table. The customer expressed her
frustrations and asked to speak with a manager. Again, the customer still has
not received part C that has been requested. The customer also stated that she
has 6 boxes in her possession. We contacted the warehouse immediately to let
them know about the situation. We asked the warehouse to ship part C and to
please ship it that day, as soon as possible. The customer was contacted by the
same supervisor that has been working on her case to let her know that we
contacted our warehouse and are working hard to fix the problem. We advised the
customer that we expected a resolution that evening or the next day at latest.

9/24/2015 – The warehouse confirmed the parts that are
needed and advised that they are shipping the parts needed on Fedex tracking: ************.
We provided this information to the customer.

9/25/2015 – We contacted the customer letting them know that
her shipment would be delivered to her on 9/26/2015 and we will be checking in
with her the next day after we see the shipment being delivered to ensure the
customer’s issue is resolved.

9/26/2015 – The customer wrote in very upset stating that
she has once again received the incorrect parts. The customer now has 8 boxes
in possession and not one of the boxes had the parts she needed. The customer
ended up receiving 2 seat pieces, 2 chair back pieces, and 2 cushions. The
customer did not receive any arm/leg assembly, no D parts, no C parts. Hours
later, the customer wrote us another email stating that she is filing a
complaint with the Better Business Bureau.

9/28/2015 – The supervisor that has been assisting this
customer replied to the customer’s email apologizing about the frustrating
situation. The supervisor advised the customer that she is going to be looking
into what we are going to do on our end to rectify the multiple errors made. We
contacted our warehouse with a timeline of these errors and asked them to fix
the situation as soon as possible. The customer later on that evening, replied
to the supervisor’s email sent previously that day. The customer advised that
she still wants the set but she would like to elevate this situation to someone
higher up.  The customer also asked for
that person to contact her by phone immediately.

9/29/2015 – The warehouse replied apologizing for the
continuous errors and are investigating on their end on why this is happening.
In the meantime, they advised that they have shipped correct parts on Fedex
tracking number: ************ and advised that the parts will ship that day.

10/1/2015 – We emailed the customer letting them know that correct
parts were shipped and would be delivered to the customer on this day.

10/2/2015 – The customer was contacted by phone by the same supervisor
that has been working on her case. The customer was left  a voicemail, therefore we sent an email. The supervisor
advised the customer that she wasn’t able to escalate the issue to her higher
manager because her manager has been out sick. The supervisor advised the
customer that she will be discussing the issue with her higher manager when she
returns to our office. The customer replied to the supervisor’s email stating
that she received a shipment with one full chair. Since the customer needs 2
part Cs to complete the furniture, she is still missing the part C for the
other chair. The customer advised that she would have her husband try to use
one of the extra D assembly and just drill the needed holes on the opposite
side. Unless we could assure the customer will be sent one of part C. We
advised the warehouse and asked that they send another part C. If it cannot be
done, then we will be compensating the customer more for the repairs that would
need to be made.

In closing, this case still remains open as we are waiting
for the warehouses reply. We do have a 1-2 business day follow up timeframe and
will continue to contact the customer with following updates.

Regards,

 

Overstock

10/9/2015 Problems with Product/Service
10/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a desk and rug to be a set. The desk was delivered with damage to the main surface - the corner was dented in and scratched. I immediately contacted Overstock and about a week later I received a replacement part. The wrong part was sent (a leg rather than the wood surface) and so I contacted them again. After another week, the correct part was sent but it had more damage than the original damaged part. The corner was split and cracked. Neither of the damaged parts had any damage to the packaging, including the exterior box or interior styrofoam used to protect the product. This means that damaged parts are intentionally being sent to customers or the quality control is so bad that very obvious damage that can be seen immediately is being missed. Overstock offered me a 20% refund back to my credit card and insured me that another replacement part would be sent. The following day, I noticed that they applied the credit to my Overstock account rather than providing me a refund. When I called to have them correct the error, they also informed me that the product is no longer in stock and my only options were to keep it as is, return it for refund, or select another desk. There are no other products in the same price range of this type, so I chose to return the products in full. Overstock stated that the only return methods available to me are to drop them off at a UPS location or to have UPS pick them up during a 2-5 business day window. The items are too large for me to transport without renting a truck, so I opted for the pickup. They stated that I needed to be home when the pickup came or after several attempts the return would be cancelled. When I asked if I could leave the items outside for pickup they said that I would be responsible for any damage or theft to the items. Overstock is not offering a way to return the products that is commensurate to the way they were delivered and making it impossible for me to return the products because I would need to rent a truck or take time off of work for 2-5 business days.

Desired Settlement: I would like Overstock to arrange for a pickup within a specific time frame so I can return the items and receive my refund. I paid for something and the product has not been delivered as promised. The only options to return require that I rent a truck or take time off from work, or risk damage/loss/theft to the items that I would be responsible for. UPS offers scheduled pickups of items - I want Overstock to arrange this service and give me my money back.

Business Response:

To whom it may concern,

 

9/2/2015 – Customer contacted us via online chat and advised
that part C was dented. We requested the part to be replaced with our
warehouse. Customer would be hearing back from us within 1-2 business days.

9/4/2015 – our warehouse got back with us and stated that
the parts request for part C is in process and to allow them 3 full business
days for tracking on it. Our parts requests take 2-5 business days to complete.
We did update the customer on this day and let them know that we needed more
time and will contact them in 2 business days.

9/8/2015 – we were provided with tracking information for
part C and provided it to the customer. The part was set to arrive on
9/10/2015. The customer was advised to dispose of any unneeded materials.

9/10/2015 – On this day, the customer contacted us and said
that the part arrived but it was the incorrect part. We issued another parts
request for part C.

9/14/2015 – The warehouse replied and advised that they
would have tracking within 3 full business days.

9/15/2015 – the customer contacted us asking for an update.
We did respond and let him know that he would be receiving an email before
Friday with the tracking information.

9/16/2015 – The warehouse replied and advised us that
tracking information would be available by the end of this day for the new part
to be shipped. The part ended up shipping out of ithe warehouse on this day.

9/17/2015 – we provided the tracking information to the customer.
UPS: ******************

9/21/2015 – customer was sent the correct part but it was
damaged in the same area as the first item. The box was in perfect condition
but this was concealed damage or the warehouse is  shipping out damaged items. We emailed the warehouse
letting them know about all of the instances this customer has been through. We
requested another new piece be shipped to the customer and expedited.

9/22/2015 – we were advised that the warehouse is out of
stock on the product and wouldn’t be able to replace the pieces needed. We
called the customer to advise him of this. We offered a full refund or we could
ship a full replacement to the customer. He was given a $***** inconvenience
credit back to his credit card due to this. The customer escalated to a
supervisor. At this time, the customer wanted to return another piece of his
order which was the rug he mentioned in his complaint. He bought the rug and
desk to go together but because the desk did not work out for him, he wants to
now return the rug. We issued a call tag for all pieces to be returned.
Tracking numbers: ******************, ******************, ******************,
and ******************. We did offer a different desk to the customer that would
have to be priced at $320.00 or less to match the price of the original desk.
The customer did ask the supervisor if he could leave the items outside for UPS
to pickup and this is when he was told that he would be liable for any theft of
the products. The customer advised that he would be disputing this charge with
his bank. We still continued to work with him with the return. Per the tracking
information on all the call tags, they were delivered successful to our
warehouse. On this same day, the customer contacted our president of the
company expressing his frustration with the situation. He did also brief our
CEO on the situation and everything that he has been through. The letter was
forwarded to our Executive Relations team on 9/23.

9/23/2015 – Executive Team received the customer’s letter
written to the CEO and they responded immediately.  The Executive team placed a call to the
customer to no avail. They then emailed the customer reiterating the return
instructions and advised the customer that he may leave the pieces outside and
Overstock would take responsibility for any damaged or stolen items. The
customer then called the member of the Executive Team back and brought to their
attention that the desk is sold in a set on our website. He still wanted the
desk that he ordered originally. Executive Relations advised the customer that
we will still look into it and see what they could do to replace the desk the
customer needs. After speak with the customer, Executive Relations contacted
our warehouse to advise that the customer had escalated the matter to
corporate. They reiterated the situation to the warehouse and asked that they
ship a full replacement desk. Executive Relations provided the sku to the desk
set to the warehouse and asked that they please ship only the desk. The
customer did email the Executive Relations team later that evening and advised
that they actually want to keep the rug depending on the outcome of the desk.
The customer was basing keeping the rug if he could in fact receive the desk that
he ordered.

9/24/2015 - Our warehouse agreed to ship the desk outside of
the set under tracking number: ****************** and they also agreed to add
additional packaging to protect the desk from getting damaged. A member of the Executive
Relations contacted the customer and provided him with the tracking information.
The customer then mentioned that he will definitely keep the rug because of
this resolution. The new desk was to arrive to the customer on 9/25/2015 – the next
business day.

9/27/2015 – The customer chatted with customer service
stating that his replacement desk arrived damaged and that he would like a
refund.

9/28/2015 – The customer wrote into the Executive Relations
office and advised that the replacement desk had arrived damaged as well. He requested
a refund for the desk.

9/29/2015 – our Executive Relations answered him and advised
that we understand that he wants a refund now and that we have addressed this
with a warehouse manager.

9/30/2015 – We contacted the customer once again and asked
if he was still interested in returning the rug as well since he bought them as
a set. We also asked if we could place an order for a comparable item. The
customer answered this morning and advised that they are going to keep the rug.
They declined the offer to replace the desk with something comparable and
stated that he doubts he will shop with Overstock in the future.

In closing, we still have this case open to assist the
customer.

 

Sincerely,

 

Overstock

10/8/2015 Problems with Product/Service | Complaint Details Unavailable
10/7/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ordered Garilla Playsets from overstock.com for $2000+, and the product arrived on August 27th 2015 with multiple parts missing. I tried to contact overstock's customer service to request the missing parts be sent to me, they promised in September 9th 2015 to do so within two business days, but on September 20th 2015 when I called their customer service, they told me nothing has happened yet and they have no clue what is going to happen. I hired a contractor to install the big playset when it arrived, and because of the missing part I have to pay for another trip for the contractor to visit my home to complete the installation. The missing parts and delayed delivery caused me financial lost.

Desired Settlement: Please deliver the missing parts ASAP and reimbursed me for paying extra for my contractor to come back to install the playset.

Business Response:
To whom it may concern,

 

To date, we do currently have an open case and are working
with the customer regarding the parts that are missing.

9/9/2015 – the customer contacted us stating that they were
part: 242856 CPSR and missing box 6, which was the twist slide to their Gorilla
Playsets Malibu Extreme Swing Set. We did advise the customer that it could
take 2-5 business days to receive tracking on the parts needed however we would
follow up with her on 9/11/2015, ( 2 business days ).

9/11/2015 – Our warehouse got back with us stating that the
extreme tube slide is currently out of stock and that they should have them
available Monday the 14th. Our parts department failed to convey
this to the customer on that day.

9/14/2015 – the following Monday the customer emailed us
asking for an update. No reply from us until 9/16 which was an additional 2
business days.

9/16/2015 – We requested an update from our warehouse as it
is now 9/16 and they advised us that they would not have the slide back in
stock until 9/14. We did also email the customer letting them know that we are
still looking into this situation and we will contact them back in 2 business
days.

9/18/2015 – We called the warehouse but were unable to speak
with anyone regarding the customer’s situation. We then emailed them because we
received no update from them and asked them to let us know as soon as possible.
No update was given to the customer.

9/20/2015 – The customer contacts us by phone asking for an
update. The parts department is closed over the weekend so the customer was not
able to speak with the specialized representative(s) regarding this incident.

9/21/2015 – We contacted the warehouse again by phone to no
avail. At this time, we had to make some sort of exception/alternate resolution
to assist the customer. We emailed the customer with options. We advised that
the warehouse is not able to ship single parts therefore we would have to
either #1 ship an entire new replacement and we would have the customer pull
the parts from the new shipment and refuse shipment on the rest of the product.
#2 Have the customer keep the product as is for $400.00 back to their method of
payment. #3 issue the customer a free Club O Membership which is a $19.95 value
and then preload with $420.00 in rewards. #4 we can return the product for a
full refund.

9/22/2015 – We contacted the warehouse once more to no
avail.

9/23/2015 – the warehouse contacted us back via email
stating that they have contacted UPS to perform a dock search to locate these
pieces. We were advised that if the warehouse doesn’t hear back from UPS by
noon then they will process a replacement order for the customer.


9/24/2015 – The warehouse contacted us stating that the
search with UPS was unsuccessful and they are processing a replacement tube
slide for the customer on that day. They then advised us that they would have
tracking for the replacement slide on 9/25/2015. The warehouse made no mention
of part: 242856 CPSR.

9/25/2015 – We contacted the warehouse this evening for an
update. We asked them for the tracking information. We did also contact the
customer via email to let them know the status and that we are waiting on the
tracking information.

Again, we do still have this case open and are working with
the customer to resolve.

Sincerely,

Overstock


10/1/2015 Problems with Product/Service
10/1/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought an item based on the fact that it was advertised to be "finish: wood and faux leather" on the seller's website page. However, the item delivered was finished in plastic and faux leather. No wood. From the photos, the only two finishes shown are the legs and the surface of the upholstery. The latter is made of faux leather and the legs are made of plastic. Since the sofa is advertised as finished in wood, one would expect that the legs (the only other visible part) are made of wood, not plastic. Additionally, plastic is not one of the materials listed in the advert. The advert can be found on: http://www.overstock.com/Home-Garden/DHP-Aria-White-Futon/10302380/product.html?CID=228583&utm_source=strongview&utm_medium=email&utm_content=e&utm_campaign=t_20150122_orderconf

Desired Settlement: I would like Overstock to deliver the finished legs in wood, as advertised, in the color shown in the ad. I would also like Overstock to discontinue the advert of all the various versions (many) of this particular model or to correct it by saying that the finish is plastic not wood.

Business Response: Hello,

On 9/08/2015 the customer ordered the DHP Aria White Futon, which was delivered on 9/11/2015. The customer did not contact us prior to this complaint to let us know of the issue so that we could rectify the situation. Any time there is an error with our product information, we will make the necessary corrections needed and we will work with the customer regarding the product received.

In checking with our supplier warehouse, we found that the feet on this particular futon to be plastic but made to look like wood. Although this item is currently out of stock, the information on the website has been corrected. We do not carry this particular futon with wooden legs.

The customer has been issued a partial refund, in the amount of $**, back to their original form of payment to keep the product as received. If the customer is unhappy with the futon, they may contact our customer care department at ###-###-#### to initiate a return for a refund.


Sincerely,

Overstock.com

Consumer Response:  
Dear Better Business Bureau:

Thank you for your good offices. I have reviewed the response provided by the business in reference to complaint ID ********, and find it a satisfactory resolution.

Sincerely,

******** *****

10/1/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Order date: September 6th, 2015 I ordered a coffee table (Anjin Enzo Contemporary 2-tone multi-storage coffee table) with Brand of "Furniture of America" from Overstock.com. I received the parts a week after placing the order, just to realize that there were missing parts, without which I could not even start the process of building the table. When I registered a complaint with customer care of Overstock.com, the gentleman names Kade promised that I would receive USD 50.00 as compensation and that the parts would be replaced at the earliest. What happened next... Guess what!!! I get an email mentioning that the order for missing parts for "Altra Carson End Table' has been placed and I shall hear from their customer care in 2 business days!!! So wrong parts ordered for wrong product and not a mention of the refund!!! When i called customer care again to confirm what's going on, I hear that there was no refund promised or registered in system. Also, the parts were wrongly ordered as I had guessed. They corrected it in their system (apparently.... let's see what email i receive next from Jessica). and there was NO promise for any compensation.... This is not the first time Overstock.com has messed with the delivery of parts for "Furniture of America". Just a few days earlier, my headboard that ordered from Overstock.com had parts with holes drilled in wrong places., They finally had to send replacement parts which arrived after 8 days of complaining. NEVER AGAIN any order from OVERSTOCK.COM. Particularly, Furniture of America SUCKS!!! as much as "OVERSTOCK.com"

Desired Settlement: I would want a full refund as well as an apology for such a lackadaisical attitude after consumer complaint. If they do not refund the entire amount, I would want 50% refund with assurance of sending the missing parts in 3 business days.

Business Response:

Hello,

On 9/06/2015 the customer placed an order for the Furniture of America Anjin Enzo Contemporary Two-tone Multi-storage Coffee Table, which was delivered on 9/15/2015. The customer contacted us on 9/16/2015, informing us they were missing the hardware along with parts 10, 11, and 12. We submitted a parts request with our supplier warehouse and sent the customer an email and also issued a $50 compensation to the customer's original form of payment. The customer replied to that email to let us know that we submitted the parts request on the wrong item.

On 9/17/2015 we emailed the customer to let them know that we have corrected our error and we have now requested the needed parts on the correct item: The Furniture of America Anjin Enzo Contemporary Two-tone Multi-storage Coffee Table and that we will have the parts expedited.

On Saturday 9/19/2015, we informed the customer via email that the parts they had requested were shipped and we gave them the tracking number. The parts order was delivered on Tuesday, 9/22/2015.

If the customer has an issue with the parts recieved, they may contact us at ###-###-####.


Sincerely,

Overstock.com

10/1/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Ordered a item from Overstock and can not get it delivered due to shipping company refusing to deliver. Overstock is unwilling to help solve the problem and insist on charging for return postage and restocking fees when the delivery was not refused by the customer.

Desired Settlement: Complete refund of both the TV and shipping/restocking fees and LG Entertainment System and shipping/restocking fees and an apology for treating the customer poorly.

Business Response:

To whom it may concern,


The customer placed their order on 09/10/2015 for the LG Reconditioned 60 In. 1080p 120Hz 3D Smart LED TV W/WIFI-60LB7100(Comes W/ 2 Pairs 3D Glasses) and the LG LHB755W 5.1-channel 1200W Bluetooth Wi-Fi Miracast Wireless Multi-room Home Theater System.


The Home Theater System was delivered on 09/17/2015, via UPS tracking # ******************.The LED TV was shipped out with a freight carrier. The customer contacted us on 09/22/2015 to report that the freight carrier was unable to deliver during an acceptable timeframe. Therefore, the item would be returned.


The customer service representative offered to see if there was anything they could do to assist the customer with having the item delivered at an acceptable time and day. The representative contacted the freight carrier and they were advised that a time definite fee would apply in the amount of $364.00. We informed the customer of the fee and offered to split the cost with them. The customer declined the offer and requested that the carrier leave the item without a signature.


Therefore, we contacted the freight carrier again to see if they would deliver the customer's order without a signature. The freight carrier advised that they wouldn't be able to deliver the item without a signature.


As we were unable to make arrangements for the LED TV to be delivered for a time and day that would work for the customer, the item was returned, and the customer was refunded $1000; which was the price paid for the LED TV. The customer hasn't been charged any return or restocking fees.


We also see that the customer has returned the Home Theater System that was purchased. The Home Theater System is in transit back to our warehouse. The customer will be refunded $675.72 to their Overstock store credit card account and $24.27 to their Club O Rewards Bank once we have received the Home Theater System back to our warehouse.


If the customer has any questions or concerns with their refund, we would suggest that they contact us, at ###-###-####.


Sincerely,


Overstock

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,
******* ********

9/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a kitchen island that arrived damaged three times. I also purchased the chairs to go with it and they also arrived damaged. I made multiple calls to have this rectified and was greatly inconvenienced and had dozens of boxes of damaged furniture here and the issue is still not resolved. I can not keep dealing with Overstock anymore. Please have a manager of some description call me. I cannot expect my older husband to keep hoisting and carting these huge heavy boxes because they can't get it right.the first set came used and had been damaged and. Boxes opened previously. The second was also damaged and. Looked like it was impaled by the fork lift...none of them had adequate packaging as even the third set were damaged in shipping and has chips and dents. This has been a very upsetting episode and instead of taking pride in this expensive set I am upset and unable to hide a dent to the side of this island top.

Desired Settlement: After wasting hours putting these island together only to find more damages and having my husband unneceearily carry 70 lb boxes and then be told he had to repackaged them and move hem outside again...and as till to this day have damaged goods, I do not see why we should have to pay for Overstock's incompetence.

Business Response:

To whom it may concern,


The customer purchased a kitchen island on 07/17/2015. The order was delivered on 07/22/2015.


The customer contacted us on 07/22/20115 and explained that the kitchen island was damaged when received. Therefore, we requested that the warehouse ship out replacement parts to the customer.


On 07/24/2015, we found that the warehouse wasn't able to ship replacement parts, and so we shipped a replacement order. The customer was advised that once they received the replacement order, they could take what they needed, and return the rest. It was explained to the customer that we would assist them with the return, by sending UPS out, to pick-up the extra parts/item, and to contact us once they were ready to proceed with the return.


On 07/31/2015, the customer contacted us and explained that their replacement order arrived with damage. Therefore, we asked the warehouse to ship out a replacement top for the kitchen island. The replacement top was shipped out on 08/06/2015. The customer also wanted UPS to come and pick-up the damaged order and so a call tag was issued.


On 07/31/2015, the customer placed an order for bar stools.


On 08/03/2015, UPS picked up the extra parts/item for the island, from replacement order # *********.


On 08/04/2015, the customer contacted us and reported that the bar stools arrived damaged. UPS was sent to the customer's home to pick-up the damaged stools. The damaged stools were picked up on 08/11/2015.


Replacement stools were shipped out to the customer and delivered on 08/08/2015.


As we haven't had any contact from the customer since the replacement stools were delivered, the issue was marked as closed, and resolved.


If the customer still has parts and is unable to dispose of them, or if they still need assistance with replacement parts, we would ask that they give us a call at ###-###-####, so that we can further assist them.


Sincerely,


Overstock

9/30/2015 Problems with Product/Service
9/28/2015 Billing/Collection Issues
9/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am completely outraged at the lack of care and respect that Overstock.com gives their customers. I had an issue with some item that was Overstock.com's fault and I am the one that has to suffer. First off it took a week to get the items after I purchased them and it has taken over 2 1/2 weeks to get my refund (I still haven't received it and they have had the products in their warehouse for 9 days) I am unable to get the right items until I get my merchandise credit back to exchange them. How does Overstock.com even stay in business?? The customers are treated like crap. I have contacted them 7 times in regards to this order and I still haven't gotten results. This is literally the worst I have been treated by any company ever.

Desired Settlement: Since shutting down the business is not an option, I would really like an apology and some sort of compensation for this horrendous experience. I also believe that the owner needs to know how his business is being ran and how it isn't helping his business to grow.

Business Response: To whom it may concern,


The customer placed an order for the Super Soft Solid Deep Pocket Easy-Care Sheet Set with Oversize Flat and the CHI Miss Universe 2-ounce Morings Oil on 08/11/2015.


The total of the order was $53.14. The customer had an in-store credit, in the amount of $40.00; which was used when placing the order. Therefore, the balance after the credit was used, came to $13.14. The customer paid the remaining balance using their Visa credit card account.


The customer's order was shipped out on 08/12/2015. They received the oil on 08/17/2015 and the sheet set was delivered on 08/19/2015.


The customer contacted us on 08/19/2015 and reported that they received the wrong sheet color sheet set. A return was set up for a refund, based upon the customer's request.


The customer returned the sheet set on 08/21/2015. The item arrived back to our warehouse on 08/28/2015.


The customer contacted us on 08/31/2015, to inquire about when she should expect to receive the $40.00 credit she used, and the $13.14 refund that was charged to her credit card account.


On 09/01/2015, we advised the customer that as the item was received back on 08/28/2015, the refund would be issued within 3-5 business days.


On 09/05/2015, the customer contacted us, as they hadn't seen their refund, and the timeframe for the refund to be completed had expired. The customer expressed their frustration and concern that the credit hadn't been issued.


On 09/08/2015, the return was completed, and the refund issued. The customer was notified that the refund was issued via email. As the customer still had the oil, a refund was issued for only the sheet set, in the amount of $13.14, to their credit card account, and the difference of $37.21 as in-store credit to their Overstock account. The customer was refunded for the exact amount used back to the same payment method used.


The customer contacted us again on 09/10/2015 to express their dis-satisfaction on the customer service received. We apologized for the customer service received as our goal is to provide everyone with an excellent shopping experience.


Sincerely,


Overstock


Consumer Response:  
Complaint: ********

I am rejecting this response because: When I first contacted them I was told that the credit would be placed 3-5 days after the day that I start the item return. As soon as I sent the item back I should have gotten the credit, not weeks after. No one there can ever give a straight answer and they gave me the runaround when I called the first time telling them that the color of the item was wrong from the item in the picture. They didn't send the wrong color persay, they had the wrong color specified online so when I ordered a color the color was significantly not like the color in the picture online (false advertisement). All I all I wish for this complaint to remain public for everyone to see so that they can see how terribly Overstock.com treats their customers and how their items are falsely advertised. 

Sincerely,

******* *******

Business Response: To whom it may concern,


Our refund policy is available to the public prior to shopping on our website. For any customer who is placing an order on our website, it is their responsibility to review our terms and conditions, and our policies.


Our refund policy can be found at the following link: https://help.overstock.com/app/answers/detail/a_id/6. As shown in our refund policy, the customer can expect a refund within four weeks from the date they return their package. The refund policy also states that the product will be inspected at our returns facility; which can take up to 5 business days. The refund is issued once the inspection has been completed by the warehouse.


The customer's order arrived back to our warehouse on 08/28/2015, and their refund was issued on 09/08/2015, due to the holiday.



It will be at the Better Business Bureau's discretion as to what information is made public regarding this matter; however, as the customer has received a full refund back to the original pament method, Overstock has closed the issue, and we are unable to further assist the customer.


Sincerely,


Overstock

9/24/2015 Delivery Issues | Complaint Details Unavailable
9/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I do a great deal of shopping online, and this is the worst customer service experience I have ever had. I had Overstock confirm twice that the patio set I was looking to order came with tan cushions, as to match my patio. I placed my Order for: Cosco Outdoor Jamaica 4-piece Resin Wicker Conversation Set, Item#: 15742541, Option: Black with tan cushions. I received my package last Friday, 6 days ago. What do ya know? Black Set with Black Cushions. Not only did I not receive what I ordered, there was no hardware included to assemble the furniture. I immediately contacted Customer Service. They seemed very eager to help and get me the correct cushions and the hardware. They told me I would hear back from someone within 24 hours. 6 days later and have yet to hear back from anyone. I contacted Customer Service again 2 days ago to voice my concern that I have not heard back from anyone, therefore, do not know the status of the hardware or cushions. Once again, was assured I would hear back from someone within 24 hours. Still nothing. This will be the 2nd weekend I will be having company at my home with unassembled furniture laying all around my patio. I left a negative Review on the item on Overstock, in hopes to get someone's attention but, of course, it was not posted. This has been a nightmare. What gives???

Desired Settlement: I feel at the very least, I should receive the correct cushions I ordered and the hardware to assemble the furniture.

Business Response:
To whom this may concern,

 

The customer did report this instance to us on 9/4/2015
where she did receive the incorrect color of cushions as well as no hardware to
assemble the furniture. We stated to the customer that she would be contacted
within 1-2 business days and in addition, it takes 2-5 business days to ship
the replacement parts. This was reported to us late in the afternoon on Friday
and we also had Labor Day weekend. This meaning, Overstock and all warehouses
were closed on Monday the 7th as well. The customer contacted us on
the next business day, 9/8/2015.

9/8/2015 this is when we found that there was an error with
the sku/model number to the product and we had it listed incorrectly. This is
why the customer received the black cushions to the set instead of tan. The
warehouse agreed to ship the tan cushions and hardware to the customer. Since
we are still within the allotted follow up and the 2-5 business days to ship
the replacement part(s) timeframe, we did allow the warehouse time to provide
us the tracking information.

9/10/2015 the customer contacted us again asking for a
status update. We advised the customer that if our warehouse does not reply by
9/11/2015 with tracking information to the cushions and the hardware, we will
issue a full replacement order for a different set. On this day ( 9/10/2015 ),
the customer emailed this instance to our board of directors, who forwarded
this over for our Executive Team to step in and assist the customer.

9/11/2015 We contacted our warehouse by phone who stated
that they that they would ship the cushions and hardware first thing on
9/12/2015. We are still within the shipping timeframe we originally stated to
the customer at this time. We did end up receiving the tracking details from
our warehouse this afternoon ( 9/11/2015 ) and emailed it over to the customer.
The customer was also given a 50% discount as compensation due to the
inconvenience this issue had caused to her.

9/14/2015 the customer received the correct cushions and
hardware.

9/15/2015 the customer emailed us stating that she received the
correct cushions and hardware to the set and thanked us for our assistance.

This issue appears to be resolved unless the customer
specifies otherwise.

 

Sincerely,

 

Overstock

9/22/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Greetings, I ordered a mattress from Overstock.com on 08/28/2015. The package is being mailed by FedEx, so I contacted FedEx to schedule the delivery since I work M-F until 4pm. However, FedEx explained that Overstock.com has selected Ground Shipping and not Home Shipping for this package. Since this is the case, there was no option to schedule a delivery time or ship the package on a Saturday. On 09/02/2015, I contacted Overstock.com and the representative informed me that all packages are mailed as Ground Shipping unless the weight required otherwise. When I told the representative that I need to cancel the order because the order will be delivered during my work hours and there are no alternatives (besides pick up) for the delivery of the mattress, I was informed that I have to wait until the package is returned to Overstock.com before I could have my funds returned. This information is not made clear on the Overstock website or on the delivery page. The mattress is considered a "home" item and is listed as such on the Overstock website, however, is not considered a "home" delivery item and no prior information was given regarding this issue. Now, I will be without a complete bed for at lease another 2 weeks (or longer) due to this misinformation. If I knew this was the arrangement with Overstock.com in advance, I would have chosen a different online vendor. My Overstock.com confirmation # is *** *** ***

Desired Settlement: I would like the issue to be resolved by Overstock.com changing the delivery method of FedEx to Home Shipping, so the proper procedure can be performed to deliver the mattress to my home as requested.

Business Response: To whom it may concern,


The customer placed an order on 08/27/2015. The order shipped out on 08/28/2015.


Our records don't show that the customer contacted Overstock; therefore, based upon the customer's complaint, we see that they contacted UPS for assistance with their order.


In reviewing the FedEx tracking scans, for tracking number ************, we have confirmed that the customer's order was delivered to their home on 09/04/2015.


If the customer hasn't received their package, as indicated by FedEx, we would ask that they call Overstock at ###-###-####, so that we may initiate a trace with the carrier and further assist with this matter.


Sincerely,


Overstock

9/18/2015 Problems with Product/Service
9/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had purchased a necklace from this website for $12.09. After I had never even received the necklace, I was given in-store credit as compensation. The amount of in-store credit received was $7.86. This is close to 65% of what I payed for. This company cannot reliably ship products nor offer sufficient compensation. I had ordered other merchandise that did show up to my residence, so the shipping information was correct.

Desired Settlement: I request the full price that I payed for the product to be refunded back to my Paypal account or as a check. I was not happy with the store credit originally and now I refuse to put up with it when I am only receiving 65% of my money back.

Business Response: To whom it may concern,


The customer placed an order on 08/08/2014 for several items. One of the items the customer ordered was a Collette Z Round Cubic Zirconia Cable Edge Necklace. The item was on sale at the time the cutomer placed the order; therefore, the customer paid $7.86 for the item.


The necklace shipped out via USPS. Per our policy, "packages shipped by USPS and UPS-MI show only a delivery confirmation number. There will be no tracking information on items shipped by these carriers." Our policy also states that "if you have been waiting over 15 business days (three weeks) for your order contact customer care." Please see the following link that provides details on this policy. https://help.overstock.com/app/answers/detail/a_id/1079/.


The customer waited for over 1 year to contact us, to report that they never received this item. The customer contacted us using our Chat Customer Service and so we were able to confirm the details and conversation with the agent and the customer. The customer was informed that we cannot file a trace due to the amount of time that had elapsed since the order was placed.


However, as a one-time exception, we agreed to issue an in-store credit for the full value of what the customer paid; which was $7.86. The customer acknowledged the offer and disconnected the chat.


*Because the customer didn't contact us within timeframe and waited for over one year, we cannot initiate a trace, or file a claim with the carrier. Therefore, the customer has been issued an in-store credit, and we cannot issue any further credits or refund.


Sincerely,


Overstock

9/10/2015 Problems with Product/Service
9/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I brought a Hot tub from Overstock.com, The specification says 81-90 Jets and 9 multi colored light, however overstock.com delivered wrong item. I received a hot tub with 47 Jets and one light. I contacted them and they replied that the name of the tub is 81 jet , however I checked again and the specification clearly says that the tub contains 81-90 Jets and 9 colored lights installed.

Desired Settlement: I want them to take the Tub back and delivered the correct one with 81-90 Jets and 9 colored lights

Business Response:

To whom it may concern,


The customer ordered the Home and Garden Spas 6-Person 81-jet Hot Tub on 07/06/2015. Listed on the description of the item, it states: "This item ships using Backyard Delivery Service. Delivery placement must occur within 50 feet of the delivery truck. The pathway must be free of obstacles and cannot involve more than one step to ascend/descend. The delivery area must be level to accommodate a minimum two-man crew safely transporting the package from the truck to the backyard location."


On 07/31/2015, the customer notified us that the carrier had a delivery scheduled for 07/29/2015, and that the carrier missed the delivery appointment. Therefore, we contacted the carrier to confirm what was going on with the delivery.


The carrier confirmed that they attempted to deliver the order on 07/29/2015; however, the hot tub wouldn't fit into the area that the customer wanted it to go into, and the customer was asking that they bring a forklift out, and arrange the hot tub the way they needed it to be. The carrier didn't have a forklift available and so the order was refused.


When we contacted the customer again to discuss the delivery, the customer advised that the carrier never came out and only called them, to see if they had someone available to assist in removing the item off of the truck. Based upon the customer's response, we contacted the carrier again, and they advised us again that the customer refused because they didn't have a forklift to complete the delivery of the item.


To assist the customer, it was determined that we would pay for a forklift, to complete the delivery. We received a quote that it would cost approximately $990.00 to deliver the item to the customer on a Sunday. It was confirmed with the customer that the carrier would come out on 08/02/2015, to complete the delivery.


On 08/03/2015, the customer contacted us and advised that he had received the merchandise, but that they didn't receive what they ordered. The customer advised that the item received had less than 40 jets and the color of the panels was incorrect. The customer adivsed that they ordered a hot tub with "80-90 Jets" and wanted to return the item received and have a replacement hot tub sent out with "80-90 Jets".


Overstock replied and asksed the customer to provide us with pictures showing what they received. The customer provided a picture to us on 08/11/2015. The picture showed the outside panel color for the hot tub. The customer advised us that they emptied the tub and counted every hole and counted 47 hols on the hot tub. The customer also advised that the item was described as coming with "9 multi Color lights ( Not one light with 9 LED's)" The customer advised that they wanted the hot tub replaced with a hot tub that contained 81 Jets and if we couldn't replace the order, they wanted the item removed from their property immediately.


On 08/11/2015, we asked the customer to provide us with a picture, showing the inside of the tub.


On 08/15/2015, we contacted our warehouse/supplier, and informed them that the customer was concerned that they didnt' receive the correct item as it didn't appear to have 81 jets.


On 08/17/2015, our warehouse/supplier responded and advised that the customer "must count the jets in the inserts also" and that "they are probably counting the 7 jet inserts and the 14 jet insert as 1 jet instead of the respective counts".


On 08/17/2015, the customer sent us a picture, showing the inside of the tub. We responded back the same day to the customer. It was explained to the customer that our warehouse/supplier "stated that the jet inserts have multiple jets per insert and that there is 81 jets total in the tub. The tub name is "81 Jet" This does not mean that there are 81 individual jets." It was also explained to the customer that "the lighting can be controlled by the control panel on the top side of the tub itself."


On 08/18/2015, the customer replied and advisd the "specification says 81-90 jets" and to "take this Tub and credit my money back."


On 08/19/2015, we apologized to the customer that they felt that they had received the wrong hot tub, but that as we had reviewed the pictures the customer provided and the pictures we have online, the pictures were the same. We also advised that there are 81 jets in the tub that they received, but that each hole contained multiple jets, per hole, and as stated on our website, there are 3-7 jets per insert hole. We advised that as previously stated the lights are controlled by the control panel on the top side of the tub.


We advised the customer that we would continue with a return, and that due to the additional labor and extra freight personnel that is required to pick the item up, the return cost would be $******* to pick it up. We requested that the customer confirm if they wanted to proceed with the return.


On 08/20/2015, the customer confirmed that the picture looks the same, but that they couldn't see 81 jets installed. The customer advised that if we couldn't replace the hot tub, then we would need to make arrangements to remove the hot tub from their back yard.


On 08/21/2015, as the customer confirmed that they wanted to proceed with a return, we processed a return with a freight carrier.


On 08/24/2015, the customer was provided with the paperwork needed for the pick-up, and the return instructions. The customer replied and wanted to know when we would be shipping the 81 Jets that they ordered. The customer also advised that they had an electrician hardwire and install the hot tub.


On 08/26/2015, we advised the customer that a replacement is not available due to the return reason, as the pictures and description match what we have online. The customer was notified that per their request, we have initiated a return, but that if they changed their mind they could keep the item received and would cancel the return.


*After reviewing the description of the item, we found that the hot tub is listed as having "3-7 Jet Massage inserts". This is per massage jet. The listing doesn't say that there are 81 individual jets. This has been explained to the customer. It is also listed as having 9-Colored LED lighting. It doesn't say that there are 9 lights. The lighting is controlled by the control panel and can be used to change the lighting on the hot tub.


Because the item is listed as having inserts, the customer would need to count the jets that are inside the inserts. In reviewing the correspondence from the customer, they are counting the holes on the hot tub, and aren't counting the additional jets that are inside of the inserts.


We also found that there are reviews that give this same information, and explains that it isn't 81 individual jets. This review was available to the customer prior to purchasing this item.


Based upon the listing, and the pictures provided to us by the customer, we have determined that they did receive the correct item. The pictures of what we have online and the pictures provided by the customer, have been attached. We have also provided a picture showing the listing.


Because it has been determined that the customer received the correct item, the customer can either keep the item received, or they can return the item for a refund. As the item isn't damaged or defective, the customer is responsible for the return fees as previously quoted.


Sincerely,


Overstock

9/9/2015 Advertising/Sales Issues
9/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 24th 2015. I place and order containing 4 barstools, once I received the I decided to return them based on the poor quality of the items. They came in two big boxes containing two in each box. I returned all 4 barstools in the two original boxes with delivery date 08/13/2015. Both boxes delivered same time. Two days after I received a partial refund for two pieces and I contacted customer services to see what happened with the rest of the refund. Their response was that they checked only one box and it would take two more days to check the second box and I will receive an confirmation email. After 3 days I contacted them back and the response was the same. Contacted back a few days later and same answer. Today 08/25/2015, I called customer services again and a gentleman told me that they received only two stools and the cushions of the other two but not the frames and that's why I received a partial refund. When I shipped back both original boxes including stainless steel frames and cushions the weight of both boxes where the same 30lb each box.I spoke with a manager and his response was that after several days they contacted the warehouse and one box had only two cushions.

Desired Settlement: Full refund of the 4 barstools returned.

Business Response: To whom it may concern,

The customer placed an order on 07/24/2015 for two INSPIRE Q Kenton x Base Wood Accent Campaign Tables and four Satori Fabric Barstools. As the customer used a 10% off coupon, they paid $****** for the tables and $****** for the barstools.

On 08/01/2015, the customer initiated a return, for a refund. The return was initiated for the tables and the barstools.

On 08/11/2015, the customer returned their order. Our records show that the barstools arrived back on 08/13/2015. The customer was refunded on 08/13/2015 for two of the barstools in the amount of $******.

On 08/13/2015, the customer contacted us and inquired about the refund for the remaining two stools. The customer was advised to allow 3-5 business days for the remaining refund to be issued.

On 08/17/2015, the customer called for an update on the staus of their refund for the barstools. The customer was informed tha a refund would be issued by 08/20/2015 for the barstools.

On 08/20/2015, we requested that the warehouse issue a refund for the remaining two barstools.

On 08/21/2015, the warehouse advised that there were two boxes, and that one of the boxes contained some chair cushions; which wasn't on any of the customer's invoices. Therefore, the warehouse returned the chair cushions to the customer.

On 08/25/2015, the customer contacted us regarding the refund for the remaining two barstools. The customer was advised that we received a box that contained chair cushions and so we were unable to issue a refund on the remaining two barstools. The customer then spoke to a supervisor, and advised that he returned two boxes, and only one was opened. The supervisor advised that we had returned a box of chair cushions to him, and once the box was received, to contact us, so that we could confirm with him what was received in the box.

After the customer spoke to the supervisor, on 08/25/2015, we see that the warehouse issued a refund for the tables in the amount of $******. The warehouse also issued a refund for the remaining two stools in the amount of $******. All refunds were issued back to the customer's Discover credit card account. The customer should allow 2-5 business days for the credit to be posted to their credit card account. If the customer doesn't see their credit, they may need to check with their financial institution for their posting time frames.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Javier Z*******

9/2/2015 Delivery Issues | Complaint Details Unavailable
8/27/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I did a search online looking for leather living room sets and found one that was advertised online and it showed one of the of the stores listing it for sale was overstock.com. The price was $555.29 with free shipping and no tax. When I went to their website to order it I could not locate the Items. I put down there a chat and explain to them that I was looking for this set, immediately they said  it was unavailable. After having a discussion with them telling them I found it online providing the link that I put  located at with  they put me on hold. Then a long discussion with their chat team I was told they do not carry that item it is unavailable and I'm unable to order it. I asked for a senior manager to call me. I received a phone call from a representative who stated they see the link that I provided they clicked on the link that I provided and it shows that their site is selling it for that stated price. However when they looked within their own site they do have that set however, I could purchase it from them for over 2300 dollars.  Your site will not allow me to add the link for the items. I have the link for you please request it.

Desired Settlement: Provide me with furniture advertised at the advertised price according to the terms listed: free shipping no tax. Please request for me the link and I will provide it.

Business Response:

To whom it may concern,

We have reviewed the customer's account and found that they contacted us on 08/15/2015. The customer emailed us a chat conversation regarding the ABBYSON LIVING Richfield Premium Top-grain Leather Sofa, Armchair, and Ottoman Set.

The chat conversation provided to us by the customer, states that they were trying to order a "product advertised", for the price of $555.29. The customer provided the following link: **********************************************************************************************************************************************************************************************************************.

The customer's email shows that the Customer Service representative was unable to locate the ABBYSON LIVING Richfield Premium Top-grain Leather Sofa, Armchair, and Ottoman Set, and informed the customer that they were unable to locate the item, and that the item was out of stock. Therefore, the customer asked to know why "it is advertised". The agent replied and apologized and advised that we don't have this option available.

The email shows that the customer requested for a supervisor to call them and provides their phone number. The chat conversation provided to us by the customer then cuts off and we have no additonal information as to what transpired or how the agent responded to the customer.

We have researched and we are unable to locate the same chat conversation that the customer emailed to us. Therefore, the customer was sent a reply to their email on 08/16/2015, and advised that we were able to locate the item and the current price was $1'030.99.

When reviewing the link provided to us by the customer, we have found that it wasn't a direct search on the Overstock website, but a search that was performed through Google. A screenshot has been attached as to what we see when clicking on the link provided by the customer.

As with any company, Overstock's prices are subject to change. Therefore, when the price changes on our website, it is an immediate change. However, we cannot monitor Google's website to ensure that they have immediately corrected our new listed price.

When clicking on the link provided to us by the customer, it shows on Google, several merchants advertising the ABBYSON LIVING Richfield Premium Top-grain Leather Sofa, Armchair, and Ottoman Set, and the price that it is being sold for. The current base price showing that Overstock is selling this item for is $2,310.28.

In reveiwing the prices that the other merchants are selling this same item for, we have found **** is selling this item for $3,799.00, and ******* * ******* ****** is selling this item for $3,615.99. When reviewing the prices of Overstock and the different merchants, it appears that the listed price for Overstock is less than the standard price that this item is being sold for.

When clicking on the Google link, we are directed to the Overstock website, and have located the ABBYSON LIVING Richfield Premium Top-grain Leather Sofa, Armchair, and Ottoman Set. This item can be found using the following link: http://www.overstock.com/Home-Garden/ABBYSON-LIVING-Richfield-Premium-Top-grain-Leather-Sofa-Armchair-and-Ottoman-Set/5954340/product.html. The current price we show listed on our website is $2,310.28

We don't show that the price for this item is or has been listed for $555.29; therefore, we cannot offer this item to the customer for this price. Please note, that Overstock's Terms and Conditions show that "We reserve the right to correct any errors, inaccuracies or omissions on a product page. We reserve the right to rescind our acceptance and cancel your order without penalty in the event there is an obvious and unmistakable error on the product page, in our reasonable discretion.

Because the customer has filed a claim that the did see the price on Google's website, for $555.29, and then visted our website expecting to receive this item for the same price, this would be considered an "obvious and unmistakeable error" if such item was listed on our website for this price, as it is clear when looking at the listed price for this item with other merchants that the price is greater than $555.29.

If the customer would like to purchase this item through Overstock, they will need to pay the current listed price, and any applicable taxes.

Sincerely,

Overstock

8/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: purchased first tv for my daughter from overstock and they shipped it with no stand. called customer service and said they would ship another one to me and guarantee the stand would be with the new tv, second tv showed up at my door and opened and again no stand. so i called and asked to talk to a supervisor (Clint) said he would send me a stand for the second tv ,almost a week later the stand shows up and its the wrong stand after he told me it would be correct. so i called up a third time and i purchased another brand after they told me this tv comes with the stand. keep in mind i purchased the third tv to get it to my house for my daughter so i would not have to wait on return. the third tv came today and guess what?no stand,no remote,no instructions?????. so i called back today and all they could offer me is a credit towards my account so i can go buy a remote at their competitor.so here it is august 5th with one tv on its way back and two sitting in my house getting returned. 3 weeks and no tvs but charged on my card. plus the inconvenience of waiting for shipping labels and going to ups to return plus the countless hours on phone and many e-mails sent back and forth not to mention disappointed daughter.

Desired Settlement: For somebody from corporate offices to contact me, not a supervisor that does not know how to take care of customers. and to explain to me what customer and brand loyalty means to them.

Business Response: o Whom It May Concern:

The customer placed the order on 07/14/2015 for the Hisense
40H5 40-inch 1080p 60Hz Smart WI-Fi LED HDTV, order #*********. The TV
delivered and it did not include the TV feet/stand that is necessary to stand
the TV up for viewing.

 

When the customer called in for assistance 07/17/2015, we
created a part request for the missing feet.  The warehouse/shipper
contacted us 07/20/2015 regarding that part request to advise they did not have
any feet available to send to the customer.  They did however provide a
web site that would be able to send out the part if it was available: http://consumerservicerefurbish.com/
The warehouse advised the customer to use this web site and he would be
able to get the needed part shipped to him.

 

Since the feet were not readily available and the additional
step of using the website to get the feet sent was time consuming; the customer
decided to have a replacement TV sent instead.  The replacement order#
********* was placed on a 2 day expedited shipping method.   Overstock
submitted the needed information to get the missing feet sent to the customer
as well as shipping a replacement order.

 

The replacement order# ********* was delivered on 07/23/2015
and the feet were missing on that TV as well. 

 

The part did ship to the customer and when it arrived on
07/31/2015 it was the wrong feet/ stand for that specific TV.

 

The customer then decided to purchase another style and
model TV as he was trying to get the needed TV for his daughter’s
birthday.  The customer called in on 07/31/2015 and the customer service
agent assisted with finding another TV that would work for the customer. 
The order ********* was placed for the Vizio E-Series E43-C2 43-inch 1080p
120Hz Smart WI-Fi LED HDTV (Refurbished).  The new order arrived without
the feet and the remote.

 

The customer contacted us about the TV he received and a
customer service agent called the warehouse/shipper about the missing feet and
the missing remote.  The warehouse advised the feet could be overnighted
to the customer but the remote was out of stock.  The agent gave the
customer the options to return the TV for a full refund or we could send the
needed feet and compensate the customer with enough money to purchase a
remote.  The customer did not want either of those options and instead
wanted a TV “overnighted” to him.  The agent explained that we do not have
an expedited overnight shipping method in place for TV’s.

 

The customer has returned the first TV from order
*********.It was returned with the free return shipping label we sent to his
email address and the tracking shows it arrived at our warehouse on 07/27/2015
at 11:25 AM.  The customer has been refunded in full for the warranties he
has purchased for two TV’s.

 

The replacement TV, Order #*********, and the TV Order #
********* are still with the customer.  The labels to return these TV’s
have been emailed to the customer.

 

We would respectfully request that the customer give us a
call at ************, so that we can further assist the customer with returning
the TV’s, and to provide the customer with assistance in locating another TV
and ensuring that the TV has feet/stand included with the order.

 

If the customer would like to take advantage of this offer
and our assistance, they will need to ask to speak to Rose G., in the Executive
Relations Department.

 

Sincerely,

 
Rose G.
Executive Relations
Overstock

8/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order with overstock.com on July the 12th 2015. As an international customer they automatically calculate before you pay, all the costs that apply to the merchandise you bought. Even the taxes that have to be paid at customs in my country. The shipping company they work with is called Bongo. --- They also advertise this on their website as follows: *** https://help.overstock.com/app/answers/detail/a_id/1505 *** When you place an order, Bongo calculates and displays a guaranteed order total. Shipping fees, any applicable duties/taxes, and shipment insurance will clearly display in your currency of choice when you complete your purchase. There are no additional charges when the product arrives at your door. --- Now FEDEX send me a bill in the amount of 43,41 EURO, wanting me to pay the custom costs which overstock.com/Bongo already charged me with and got paid. I wrote to overstock.com but they are trying to tell me, that they never charged me taxes/duty and that is simply a lie because you can't get around it, when you order internationally wit overstock com. --- I paid for the merchandise $ 96,27 and a total of 85,35 EUROS for "shipping", "duty/tax" and "loss and damage protection". Yesterday I placed a semi order of the same items without ordering them und before you have to pay, they list all the charges. This time they were less, because the merchandise is reduced: Merchandise: 81,86 EURO Shipping: 26,18 EURO Duty / Tax 21,02 EURO Loss & Damage protection 2,58 EURO Makes a total of 49,78 Euro for the complete charges.

Desired Settlement: They either refund me the 43,41 Euros, the German customs wants now from me or they pay the German custom for which they also charged me way too much money. I paid via PayPal so there shouldn't be a problem refunding the money to me.

Business Response:

To Whom It May Concern,

The customer placed an order on 07/12/2015. The customer's payment was processed through the Bongo International service that is provided.

In reviewing the order, we found that when the customer placed their order, Bongo didn't charge the customer for the duties and taxes. The reason that Bongo didn't charge the customer for the duties and taxes, is because the items the customer ordered wasn't classified in their system at the time of the order, and so there wasn't any way for them to determine how much duties and taxes to charge at the time of checkout. When this happens, the order automatically defaults to having the customer pay the duties and taxes upon delivery of the order, and there is a notification of this prior to checkout. Occasionally, customers may not see the notification prior to checkout, and aren't aware that they will need to pay the duties and taxes upon delivery.

Therefore, as the customer didn't pay for the duties and taxes at checkout, when the customer's order was delivered, the order was marked to have the customer pay the duties and taxes upon delivery. Because the customer wasn't expecting to pay any additional fees at the time of delivery, the customer contacted us on 08/01/2015, and reported that there were extra charges on shipping/customs when the item arrived at her door.

On 08/02/2015, we requested that the customer provide us with a copy of the additional amount they paid when accepting the delivery, so that we could assist with a refund on the amount paid. The customer immediately provided us with a bill, showing the cost of what they would need to pay with FedEx. Based upon the document provided to us by the customer, we submitted a request to Bongo, to have 43.41 EUR refunded to the customer.

On 08/03/2015, we received confirmation from Bongo that the customer was refunded in the amount of 43.41 EUR. The customer was notified that a refund was issued in the amount of 43.41 EUR, to their original form of payment, and to verify the posting timeframes with their financial institution.


Sincerely,


Overstock

Consumer Response:  
Complaint: ********

I am rejecting this response because: It is a total lie. 

When placing an order with Overstock as a customer living here in Germany, they always charge you next to shipping and handling the custom tax and fees. It is preposterous that they are arguing now, that for merchandise in the amount of $ 90+ the over $ 80 charges I paid were only shipping costs. I placed a semi order after the problem arrises and it shows clearly, that all the charges were applied and were way less than $ 90. 
Overstock is clearly frauding overseas customer believing, that we can't fight back.
Enclosed is the content of an email I got from overstock, since I also filed a complain with PayPal thru whom I paid the order:


The money hasn't been transferred back to me until today. I just informal that Lindsey about it AGAIN.
Sincerely,

Judith S****

Business Response: To Whom It May Concern,

According to the record that Bongo has provided us with, it doesn't show that the customer paid duties and taxes. We have attached the record we have received from Bongo. As we show the duties and taxes weren't paid, the order
was marked to have the customer pay the duties and taxes upon delivery.


Due to we value the customer and their business, it was determined that we would assist with paying for the cost of the taxes and duties. Therefore, we requested that Bongo issue a refund in the amount of $43.41 EUR.


Bongo informed us that they released the funds to PayPal on 08/03/2015, in the amount of $43.41 EUR; however, we have found out today, 08/11/2015, that the funds are being held by PayPal, as the customer filed a dispute. PayPal will not release the funds until the dispute has been resolved.


At this time, the customer will need to contact PayPal, to determine the processing timeframes, due to the dispute that has been filed.



Sincerely,


Overstock


Consumer Response:  
Complaint: ********

I am rejecting this response because:

I just talked to PayPal once again. Not only did Bongo not release the amount of 43,41 EUR they didn't even respond to my conflict which I opened agains them with PayPal.


PayPal just told me, if Bongo would have offered any kind of refund, PayPal would have written to me asking me, if I am fine with that amount and I would have said yes.

I am still standing on my point, that I without a doubt, was charged taxes and fees during the ordering process. Bongo just slipped it all unter shipping and handling. Who knows why they are doing this? Never ever have I paid for ordering two shirts and a pair of earrings from the US a total of almost 85 Euros in shipping and handling. As you can see in the attached semi order I placed with the same items I bought up until the payment, the charges for shipping and handling are only 26,18 EUR. No way were those charges three weeks earlier by almost 85 RUR

While placing the order, I was charged all the necessary fees, including shipping, taxes and duty fees because there is no way to get around it (see attached JPEG made from my semi order), when placing an international order with Overstock. And since Overstock guarantees on it's "International Help Home" website, that Bongo will charge all necessary fees so that when the package arrives, no more fees will surprise the customer, the mistake clearly lies with Bongo.

Therefore I don't know why Bongo persists that they refunded the amount of 43,41 EUR to me via PayPal, when PayPal clearly does not see a refund towards my account.
Sincerely,

Judith S****

Consumer Response:

Better Business Bureau:

I would like to reject the offer of Arbitration for complaint ID ********.

The problem was solved two days ago. Bongo did refund me the requested money. Thank you so much for your involvement.

Sincerely,

Judith S****

8/14/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My fiance purchased my engagement ring via Overstock. We received the ring and within a month of owning it, the gem fell out. He also purchased a warranty with the ring via the website's warranty program. We filed a complaint and using the label they sent us, we sent back the ring. This was over 3 weeks ago. I have contacted the warranty office multiple times. They continually contend they have no idea where the ring is, and they never give follow up steps as to where it is or what happens once they get it. I reached out to overstock, only to have them tell me they could not help, since it was my fiance who ordered the ring and not me. No one is helpful, and when following the proper channels, nothing gets done.

Desired Settlement: I would like my ring repaired. I would also like Overstock to change their policies when it come to being contacted by the recipient of a gift, who may not have access to the original account.

Business Response:

To whom it may concern,

We have researched and found that the customer contacted us today, 08/06/2015, via the chat option. The customer wanted Overstock to provide information about a ring that they sent back to Asurion; however, the customer isn't listed on the account that the ring was purchased on. She isn't listed as the account holder or the gift recipient of the order. The customer was informed that as she wasn't listed on the account, we couldn't provide any information about the records we have on our end. The customer was advised that we would need the account holder to add them to the account as an authorized user so that we could further assist them.

Reviewing the chat conversation, it appears as if the customer was unhappy that we couldn't assist them. The customer advisd that she is listed on the Asurion account and wanted an update as to what is going on with the ring.

We explained to the customer that Asurion is a 3rd party company that takes care of the warranties and so we do not have access to their records. It was explained to the customer that if she were listed on the Overstock account we could further discuss the concern and account with her.

The customer then said "It's fine. I'll file a complaint with BBB."

In reviewing the chat conversation, we have found that we cannot provide information about the status of the customer's ring, due to the customer isn't listed as an authorized user on the account, and the ring was also returned to Asurion. As the ring was returned to Asurion, we cannot review their notes or records, regarding this return.

Overstock is willing to help the customer, if needed, to contact Asurion and see what is going on with the return. However, due to security reasons we are unable to speak to anyone other than the account holder. We will do whatever it takes to protect the reliability of the account holder's Overstock account. This is to ensure the safety of their information that is on file. Therefore, in order to speak to anyone other than the account holder, the account holder needs to contact us, and provide authorization to speak to the customer.


Sincerely,

Overstock

8/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased an entertainment center from overstock.com a couple of months ago. It came in and upon putting it together a couple of the pieces were found to be defective. I contacted the company they wanted photos, I let them know I just wanted the replacement parts and that I could not do photos because the piece was put together but not sturdy. A week later I get an ENTIRELY NEW ENTERTAINMENT CENTER I did not request this, so fine I replace the pieces, throw away the packaging and put the other pieces in our garage. I later get an email explaining if I do not send back the other defective center or pieces that I would be charged $217.99. I contacted them again and said how do I send this back and what do I do? They send me a label, and I let them know what an inconvenience this was as I only asked for replacement parts. 2 days ago they charge my bank account. I called the bank to let them know the charge is fraudulent, I did not authorize this nor did ask to be put in a position to send back an entirely other piece in packaging that I disposed of. This has caused me a huge inconvenience and now the trouble of taking apart the new one and sending it back is stressful to think about. I expect a full refund of the second charge, and how dare you try to extort money from us in that fashion. Furthermore, we contacted the FTC because of the fraudulent charge and shady practice.

Desired Settlement: REFUND.

Business Response: To whom it concern,

 

Our records indicate that on 5/26/2015 – the customer
contacted us stating that two of the hardware pieces ( parts 6 and 7 ) were
defective and that they were also missing a screw. Our customer service issued
a request to our warehouse to get the pieces replaced. We advised the customer
that we will follow up with more information within 1-2 business days however
it may take up to 5 business days for us to actually ship the parts that are needed.
The next day 5/27 – our warehouse requested photos of the defect and asked more
detailed information. The customer got back with us and stated that they were
not able to send photos however they would be willing to ship the entire unit
back. From there, we offered the customer a replacement and they agreed to it.
On 5/28, we emailed the customer a prepaid shipping label to return the
product. We closed out the issue as we issued the customer a replacement order
on *********. Once the customer returns the product, our warehouse would then
complete the return and issue would be settled. The customer did not use our
shipping label to return the product. This is the return tracking number that
was listed on the label that was issued from Overstock: UPS: ******************.


 

One month later, 6/28 – the customer contacted us because
our system recognized that they had not returned the product. If the item is
not returned within 30 days of the day we set up the return, our system will
send an automatic email to the customer letting them know that we shipped them
a replacement yet they have not returned our product. This email is to remind
the customer that they have an open return with Overstock. The email stated that
the product must be returned and received by 07/04/2015 otherwise they will be automatically
charged for the replacement item. At this time, the customer has both products
in their possession. The customer had emailed in and asked us to send them a
label. We replied to the customer just hours after their email on 6/28 and
advised them that we reissued a return label had extended the return timeframe
15 days and to allow them more time to return it. We then closed the issue. The
customer did not utilize our label. The return tracking number remained the name as the customer did not utilize it the last time we have issued it.

 

On 7/14 – we sent the customer another reminder to ship the
product back because at this time the original item was not returned after 46
days. The customer is now asking us, quote: “ We only asked for replacement
parts not an entirely new piece how am I to send back the defective one? “ On
7/16 we issued the customer another label and return instructions. Please note
that we have a 1-2 business day follow up timeframe. The customer again, did
not utilize our label.

 

On 7/21 – we sent the customer an email stating that our
records indicate that we have not received one or more Furniture of America
Danbury Modern 2-drawer TV Console that was set up for a return on
05/28/2015.We shipped the replacement item(s) on 05/29/2015 at no charge
anticipating the original item(s) being returned. We have charged their credit
card in the amount of $217.99 to cover the cost of the replacement(s). The
customer emailed us back explaining their frustrations and that they were going
to file a complaint with the Better Business Bureau.

 

We would be happy to assist the customer with the return.
They would need to call ************ for our assistance. Once we receive the
defective item back, we will reverse the charge.

 

Sincerely,

 

Overstock

Consumer Response:  Absolutely not. Yes we were still attempting to send the old pieces back, but then it became this gran dios process. I don't have a replacement box large enough to send the pieces back and the total weight is much more than 36 lbs which is what the label is printed for.

I don't know what kind of scam they are running, but I am taking this to the FTC as well. Charging my bank account fraudulently when I simply wanted 2 replacements parts was ridiculous. that was overstock..com's mistake, I did not ask to be put in that position. I have two small children at home and work full time. This is caused me an incredible amount of stress.

I don't have the packaging because it ripped apart like the first set, the label would have never been enough and I am ready to send back my entire order except it is a tremendous task. 

I want my money refunded, I have already reported the fraud to my bank as well.

this was exceptionally poor customer service on the part of overstock.com. I did not ask to be put in this position.


Complaint: ********

I am rejecting this response because:

Sincerely,

Brad & Melissa H******

Business Response:



To whom it may concern,

 

We are willing to assist the customer in returning the product
back to us. Overstock will make packaging materials to have the item shipped
back. This is so the customer will have something to package the product since
they do not have anything to repackage the product in.  

In regards to charging the customer to cover the cost of the
replacement, the customer was reminded twice and was aware that Overstock was
going to charge the card on file. As stated in the original response, we sent
them a reminder of the return on 6/28, along with a return shipping label to
return it. Then once again on 7/14. In this case, instead of using a label,
Overstock will send a UPS call tag to have the product picked up.

Once we have the product in our possession, we can reverse
the charge.

Lastly, I have taken a screen shot of our customer facing return policy. On the 4th bullet point down from " Products Returned After 30 Days " it lists that the customer will be charged the full amount for the replacement.

 

Sincerely,

 

Overstock.com, Inc.

8/13/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a dresser from Overstock, which arrived at my house damaged on 7/2/2015. I contacted the company, sent them photos of the damaged dresser, per their request, and got an email message telling me to go ahead and dispose of the damaged item. I called and told the organization that Imdid not want to pay the cost of disposal, and felt like it was not my responsibility. Their item is damaged, so they should get rid of it. They did reimburse the cost, and promised that a delivery company would call me today to set up a time to pick it up tomorrow. I have not heard from this company, and do not believe Overstock will follow through on their promise. I have had to.call, cajole, and complain at every step. I have a very large damaged dresser sitting in a box in my bedroom for almost a month now.

Desired Settlement: I want Overstock to come and pick the damaged item up at a time that is convenient for me.

Business Response: To whom it may concern,

The customer placed their order on 06/08/2015 and it was delivered on 07/01/2015.

The customer contacted us on 07/01/2015 and reported that their order arrived damaged. The customer requested that a replacement be shipped out.

On 07/02/2015, we requested pictures showing the damages to the item, and notified our warehouse that the item was damaged and needed to be returned.

On 07/06/2015, the warehouse advised that the customer could dispose of the item, as we wouldn't need it returned. The customer was notified that they could dispose of the item and a replacement order had been processed.

On 07/06/2015, the customer replied and advised that they couldn't dispose of the item and requested that we assist in making arrangements "to get rid of it".

On 07/13/2015, the customer contacted us and advised that they didn't want a replacement shipped out, and also wanted the damaged item picked up and removed. As the customer didn't want the replacement order, we sent a request to have the order intercepted, and returned. A pick-up was also registered for damaged item.

On 07/15/2015, the customer was contacted and provided with the paperwork that would be needed for the return of the damaged item.

On 07/16/2015, the customer was issued a full refund. The customer was sent an email to confirm the status of their refund details.

On 07/23/2015, the customer contacted us because they hadn't heard from the carrier and the damaged item hadn't been picked up. Therefore, we did contact the carrier and advised that the customer was still waiting for the damaged item to be picked up.

We confirmed with the customer on 07/30/2015 that the damaged item was picked up.

Our records show that this issue has been resolved. If the customer doesn't agree, and needs further assistance, we would ask that they give us a call at **************.


Sincerely,

Overstock

8/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered a beige couch from Overstock.com that included free shipping. When the couch arrived it was obviously NOT beige, it is gray. Immediately submitted a claim to go through and process a refund. To which the representative Vanessa kindly reported that they would be able to help, and later came back to confirm that the color that is not beige is the only color in the warehouse that matches and would be the only item they would be able to swap. As I do not want the same color couch I requested a refund. I was then informed that I would need to pay the $240 delivery fee out of my refund. This fee is over 30% of the purchase price. and intentionally done to discourage any type of return. This is horrible customer service and I can only imagine how many people have had to stick with horrible furniture pieces because of Overstock.com's predatory policies.

Desired Settlement: I would like either a FULL refund and the couch to be picked up or some type of credit for the inconvenience of having to keep the wrong color. (I would need to purchase a furniture cover so that is an additional cost due to their predatory policies and misleading sales representation.) Also it would be appreciated if they would contact the manufacture - Abbyson Living about adjusting the color name to not mislead future consumers.

Business Response: To whom it may concern,

The customer ordered a sofa on 07/12/2015 and it was delivered on 07/22/2015. The sofa the customer purchased is listed as a "Beige Velvet Sofa".

The customer contacted us on 07/22/2015 and advised that the sofa they received wasn't the correct color. The cstomer advised that the sofa looked more gray than beige. We requested pictures showing the color the customer received; which the customer provided to us the same day.

We reviewed the pictures the customer provided. The lighting in the pictures provided by the customer was inadequate. However, we reviewed the pictures provided by the customer and determined that the sofa the customer received was the correct item. We notified the customer that based upon the pictures they provided, it was determined that they did receive a sofa that contained the beige color. We did request that the customer provide us with pictures that had more adequate lighting to better assist them.

On 07/24/2015, the customer responded and advised that they had ordered a chair that was beige and the color of the chair wasn't the same as the sofa they received. The customer advised they wanted to return the item received for a full refund.

The customer was advised that they would be responsible for the return fees as the item received was the correct item. The return fees are $240.52.

On 07/29/2015, the customer responded that they wouldn't be paying the return fees and would file a complaint with BBB and Google.

On 07/29/2015, we apologized to the customer for any inconvenience, and explained that the pictures they provided show that they received the item that was ordered. We offered to waive 1/2 of the return fees.

We continued to contact the customer to see if they wanted to proceed with the return. As the customer didn't respond back to us, the case was closed on 08/03/2015.

We have reviewed the customer's concern today, 08/05/2015, we would like to further discuss the return with them. We would respectfully request that the customer call ************ and ask to speak to Melody. She is available between the hours of 6:00 AM - 2:30 PM MST.


Sincerely,

Overstock

8/8/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I'd purchased a 2-seat loveseat, and 3 seat sofa SET of couches from overstock, and only the loveseat was delivered (despite the webpage from which I ordered the set of couches specifically describing the product number as a set of (2) couches. I then contacted customer service that explained that this was a mistake on their part and that only one couch would be delivered. I was given the option to return the couch (which I did not want to do), or pay more to add the second couch I'd paid for and was not provided (which made me feel extorted). After further correspondence with customer service, I was again given the option to return the couch I'd received (at my own time and cost to have to take time off from work to fix overstock's mistakes), that was unnacceptable. Then I was given the option of having $170 refunded to me, when I'd clearly only received 40% of the order which was approximatedly $1018, for which the 60% of the value of this set was not delivered, which was equivalent to +/- $611. This was also unnacceptable. This has now gone on for several weeks and I feel as though I've been ripped off by Overstock.com and the only resolution as this point that will satisfy me is the prompt completion and delivery of my order of a 2-seat loveseat AND a 3-seat sofa (matching). I also have documentation available that confirms that Overstock.com is entirely at fault (available as a PDF, if requested).

Desired Settlement: I only want what I'd expected by ordering from Overstock.com in good faith, to have the 3-seat sofa I've been expecting delivered promptly, as I still consider this an undelivered item. I've given customer service several opportunities to resolve this, and I won't be inconvenienced any further to correct their mistakes.

Business Response:

To whom it may concern,

The customer placed an order on 06/14/2015 for the Le Corbusier Style LC3 Sofa 3-seat and Loveseat 2-seat in Black or White Leather. There were a few options for the customer to select from. The option that was selected by the customer was "Loveseat Black".

At the time the customer placed their order, the listing showed two pieces were included with the order, but gave options for the customer to purchase the individual pieces. Once the error was found, the listing was updated to reflect that the price was for the sofa or the loveseat.

On 06/24/2015, the customer contacted us to report that they only received the Loveseat. We contacted our warehouse and requested that the sofa be shipped out to the customer.

The warehouse responded to us on 06/30/2015, and advised that the the item was only for the loveseat. Because the listing showed that this item was for 2 pieces, but the customer had selected "Loveseat Black," we were working to confirm what was included with the order.

On 07/01/2015, the warehouse advised that the "Loveseat Black" option only included the Loveseat. We sent the customer an email to let them know that based upon the option selected, this only included the Loveseat. In light of the information, we offered the customer to return the item for free.

On 07/07/2015, the customer responded that they didn't want to proceed with a return, and wanted the order fulfilled.

On 07/08/2015, we did determine that the customer was correct as the listing showed that the two pieces were included when they placed their order, but had been changed after they placed their order. It was determined that we would either need to send a sofa to the customer or to assist them with a discount on the piece they received. However, the inventory for this item showed in our system as zero. Therefore, we contacted the warehouse to see if there was any inventory for the sofa to send to the customer.

On 07/09/2015, we notified the customer that we were looking into sending them the sofa, but were waiting to see if we had inventory available. We advised that if the inventory wasn't available, we would need to assist them with a free return or to keep the item received for a discount.

On 07/10/2015, the warehouse responded that they didn't have inventory for this item, and would be unable to ship the sofa to the customer. The customer was sent notification of this and we offered them a discount to receive the item received or to return the item for a full refund. The customer responded that they didn't feel like the amount of compensation was fair and would be "approaching the authorities".

On 07/14/2015, we changed the offer of compensation to include a greater discount than what was originally offered. The customer declined this offer and advised that the resolutions provided aren't fair. The customer again asked for the sofa to be shipped out so that their order was complete as the item was described as including two pieces.

On 07/15/2015, we responded to the customer's reply, and advised that we would ship a sofa if we had inventory to do this, but as we didn't have inventory available, we would be unable to ship the sofa. We did offer to research and see if we had an estimate as to when the sofa would be restocked. We are currently waiting to hear back from the warehouse for an update on the requested information.

In the case that the warehouse locates inventory for the sofa, we will have it shipped out, at no additional charge to the customer. However, if we don't have inventory and cannot confirm when the inventory will be available, the customer will need to select the option to keep the Loveseat they received for a discount, or to return the item for a full refund.

Sincerely,

Overstock

Consumer Response:  
Complaint: ********

I am rejecting this response because:

I have attached a PDF exhibit explaining how I had purchased a set (2-seat loveseat, and 3-seat sofa) in good faith, and have since the delivery of ONLY the 2-seat loveseat, how I have been given the runaround from Overstock.com

First off, from the website that was not (according to overstock) aligned business-wise with their warehouse, this has been entirely Overtock.com's fault.  Please see the PDF exhibit I'd sent over and the screencaps of the webpage that I had bought this set, which is noted as a set multiple times, that when purchasing I made sure that it had explained that I would be receiving a set of couches, not a loveseat alone.  The only option I was presented was "Loveseat Black" or "Loveseat White", this was not enough information to let me know that only a loveseat would be delivered, but was instead just a pull-down menu to select black or white.  Nevertheless, I was relying on both the title of the item, and specific item information to lead me to believe that I'd be receiving 2 couches as a set.

Since the delivery of only the loveseat, I've gone back and forth with Overstock.com's customer service where they've provided me only 2 solutions to this mess that they've caused. 

  1. 1. Return the one couch that was delivered at Overstock's cost.  This is completely unacceptable as I've already spent as much time away from work to correspond again and again with Overstock.com's customer service as I possibly can without having to further inconvenience myself by having to take time from work to return home to await delivery to come take the couch away.  I live alone and do not have anyone that could easily take care of the pickup for me.  This would burden me financially.
  2. 2. A refund, which began at 170$, and further increased to 240$.  I also found this unacceptable due to the amount offered is no way proportional to the expected value of the item (Loveseat and Sofa set) I'd purchased.  Between the 2-seats of the loveseat I'd received, and the 3 seats of the sofa I was not delivered, I've only received 40% of this set, and did not feel that the 24% offered as a return was near the 60% that would have been a fair refund.  I've since went into further detail on this, stating that a 60% return would be fair and put an end to this.  That total (1018.99 for the set - 60% = $611.39)
Despite the customer service rep following up on this matter, promptly and politely, I feel as though I've been ripped off by Overstock.com.  When I'd stated that none of their solutions were acceptable, I'd hoped that they would take the initiative to contact the supplier of the sofa, and order one more, to correct their mistake, or at least be presented with options that would make me feel as though I'm a valued customer instead of making a bad situation worsel


Sincerely,

Mark F********

Business Response: To whom it may concern,

According to our records, the customer has been asking for the sofa to be shipped out, or for a discount of $611.00 to keep the item received.

On 07/31/2015, we advised the customer that we would issue the $611.00 they were requesting, and to confirm if they wanted to continue with the refund.

On 07/31/2015, the customer did reply back and confirmed that they agree with this offer of refunding them $611.00, and would await the credit.

On 07/31/2015, a refund was issued to the customer's Visa credit card account, in the amount of $611.00. The refund should post to the customer's credit card account within approximately the next 2-5 business days. If the customer doesn't see the credit, we would respectfully request that they contact their financial institution to verify their credit posting time frames.


Sincerely,

Overstock

8/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered some items from Overstock . They didn't fit the description they had on line: they were supposed to be assembled, When I received them, they were not. I contacted Overstock right away . They said they would pick up the items. Some of them were picked up, others sat on my front porch for days until I contacted them again. They apologized and said they would arrange for the items to be picked up again. I thought that was the end of it when I was hit with some charges on my account, and my account was transferred to a collection agency with a balance of $ 231.32 that I don't know where it's coming from. Overstock is not returning my calls . It's frustrating . My credit history is affected by the poor practices of Overstock.

Desired Settlement: 1. To cancel this amount for which I'm not responsible 2. To send e a letter of apology stating their error .

Business Response: July 29, 2015

To Whom It May Concern:

Our customer Rabia M****** ordered three items with three
different order numbers:

Order #********* - Child Craft Monterey 3-in-1 Convertible
Crib $181.85

Order #********* - Lang Furniture 4-drawer Chest $196.74

Order #********* - Badger Basket White 6-basket Changing
Table $125.38

The customer contacted us to advise they received an
incorrect product for the Child Craft Monterey 3-in-1 Convertible Crib.  We set up the return in our system and
created a call tag for UPS to pick up the incorrect product – the customer
requested a refund.

The customer contacted us to advise the Lang Furniture
4-drawer Chest arrived with a manufacture defect.   We set up the return in our system and
created a call tag for UPS to pick up the defective item – the customer
requested a refund.

The customer contacted us to advise the Badger Basket White
6-basket Changing Table arrived and was not assembled as the customer had
thought it would be.  We set up the
return in our system and created a call tag for UPS to pick up the item – the customer
requested a refund.

The Child Craft Monterey 3- in-1 Convertible Crib was
returned, per the tracking, on 11/12/2014 and the credit was issued on
11/24/2014 in the amount of $181.85 and placed on the Overstock Store Card
account.

The Lang Furniture 4-drawer Chest was returned, per the
tracking 11/20/2014 and the credit was issued on 11/24/2014 in the amount of
$196.74 and placed on the Overstock Store Card account.

The Badger Basket White 6-basket Changing Table was
returned, per the tracking 10/10/2014 and the credit was issued in the amount
of $125.38 and placed on the Master Card account.

Our records do not show that the customer contacted us in regards
to their concern with the collection agency. We have confirmed all of the items
were refunded in full.  There is no
record of the customer owing any balances, nor was there anything noted
pertaining to a collection agency.  I
could not find anything noted that referred to the amount of $231.32. 

We are not familiar with any collection agency issues as
Overstock collects payment at the time the order is placed.  That would have to be something with one of
the customer’s personal creditors.  Our
name would not be on the collection; it would have to be the financial
institution that the customer used to make the purchase that is sending the
collection notices to the customer.  We
would suggest they contact their financial institution regarding the
notifications they are receiving. 

 
If the customer feels this information is incorrect we would
recommend they contact us and provide the documentation showing the collection
notices they are receiving.

 

Sincerely,


Overstock

 

8/6/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order through overstock.com for 4 items (2 Toppik Hair Building Dark Brown Fibers 0.42oz and 2 Toppik Hair Building Dark Brown Fibers 1.94oz). I received 3 items in the delivered package, one bottle of the Toppik Hair Building Dark Brown Fibers 1.94oz was missing.

Desired Settlement: I would like to request for a refund for the missing item (1 Toppik Hair Building Dark Brown Fibers 1.94oz)

Business Response: To whom it may concern,

The customer placed their order on 07/15/2015 for two of the Toppik Dark Brown 0.97-ounce Hair Building Fibers, two Toppik Hair Building Dark Brown Fibers, and two Toppik Hair Building Fibers Dark Brown 1.94-ounce.

The customer contacted us on 07/21/2015 and reported that they received all of their items except for 1 of the Toppik Hair Building Fibers Dark Brown 1.94-ounce. As our records showed that two of the Toppik Hair Building Fibers Dark Brown 1.94-ounce were shipped and delivered under USPS tracking # **********************, we informed the customer we would need to initiate a trace with the carrier, and that if they were unable to locate the item a replacement would be shipped. The customer was informed that the trace could take 1-4 business days to be completed.

On 07/21/2015, the customer contacted us again to advise that if a replacement couldn't be shiped immediately, they would like a refund issued. The information was updated in our system. The customer was informed that the trace could take 1- 4 business days to be completed and if the carrier was unable to locate the order, a refund would be issued.

On the fourth business day of the trace, 07/27/2015, the customer was issued a refund, and advised that a refund was issued in the amount of $61.98. However, we have confirmed that the customer paid $54.99 for one box of the Toppik Hair Building Fibers Dark Brown 1.94-ounce, and should have only received a refund for the amount of $54.99.

In reviewing the details of the refund, we have found that the customer was only refunded the amount of $30.99; which was for one box of the Toppik Dark Brown 0.97-ounce Hair Building Fibers. Therefore, as the customer should have received a refund in the amount of $54.99, an additional refund was issued on 07/29/2015, in the amount of $24.00. The refund was issued to their Visa credit card account and may take 2-5 business days to post; however, if the customer doesn't see the credit, they may need to verify with their financial institution their posting time frames.


Sincerely,


Overstock

8/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I hClyde: Hi, my name is Clyde. How may I help you? Judy M************: I just received my first order and it's not what I ordered. Clyde: I'm so sorry to hear that the item which you had received was not the one what was ordered, however, I'll be glad to check and help you further. Clyde: Can you please elaborate which item you received instead of the item which was ordered? Judy M************: I ordered 6 throw pillows for $42+ and I received pillow cases for throw pillows. Clyde: I'm so so sorry to hear about that. Clyde: Let me check your account and help you furthe. Judy M************: The description is throw pillow and the picture is a throw pillow but It's only the covers. That's a bit expensive if I have to go buy the pillows now. Clyde: *further. Clyde: For security purposes, can I please have your full name and billing address, including the city, state, and zip code? Judy M************: Judy M************ Judy M************: **** ***** **** **** Judy M************: ***** ***** ** ***** Clyde: Thank you, Judy. Clyde: Are we talking about 2 quantities of the 'Handmade Abstract Face Throw Pillow (India)' and 4 quantities of the 'White M*****i Multi-colored Throw Pillow (India)'? Judy M************: yes Clyde: Would you mind holding for a little while so that I can check on this? Clyde: Thanks for waiting. Clyde: Click here to view the 'Handmade Abstract Face Throw Pillow (India)' Judy M************: I have it up alreadyl. Clyde: Click here to view the 'White M*****i Multi-colored Throw Pillow (India)' Clyde: I reviewed both the products and see that these are only covers and in the product description it is also mentioned as 'Set includes: One (1) pillow cover'. Judy M************: set would be the pillow. AND the pillow cover! Clyde: Well, the description and the pictures are provided by the manufacturer and we just post them on our site. Clyde: The product feature only says one cover and this is what was delivered to you. Judy M************: The pictures are of pillows. Judy M************: This is NOT what I expected when order Judy M************: ordering PILLOWS. It's extremely misleading. Clyde: Well, the pictures are only for advertising purpose, however, we always suggest our customers to go with the product description. Judy M************: If it is only a pillow cover it should be labeled as that and not something else. Clyde: Yes, it is mentioned on the product description as One (1) pillow cover. Judy M************: as a "set" which would mean pillow and pillow cover. Judy M************: Are you paid to argue with me?????? Clyde: Well, I was just trying to explain what this product is. Judy M************: And I'm only trying to tell you what I am reading. What does SET mean to you? Clyde: Yes, let me explain about that. Clyde: The product features are provided by step by step and under each bullets you can see individual features. Clyde: This is the reason the manufacturer just listed as 'Set includes: One (1) pillow cover'. Clyde: Further, you can also see the following description: Pattern: Modern Removable cover: Yes Cover closure: Hidden zipper Edging: Knife Pillow shape: Square Dimensions: 18 inches wide x 18 inches long Cover materials: Wool/ cotton Care instructions: Dry clean. Judy M************: I read that. But it says Judy M************: "set" Clyde: Yes, but it also says One (1) pillow cover, correct? Judy M************: yes Clyde: Thanks for confirming. Clyde: If you prefer not to keep these items, I can help you with our return process as per our return policy. Clyde: Usually, return shipping charges are applicable in this situation. Clyde: Would you like to return these 2 products? Clyde: I don't mean to rush you at all, please send me a quick message so our system doesn't time out. Our chat will disconnect in approximately 1 minute. Clyde: I'm sorry, I haven't heard from you and will have to terminate this chat session due to time-constraint. You can definitely reach us back as we are available round the clock. Thank you for contacting Overstock. Have a great day. Clyde has disconnected.

Desired Settlement: Public should know that customer service is NOT present in this company.

Business Response: To whom it may concern,

The customer placed their order on 07/19/2015 and received it on 07/27/2015.

On 07/27/2015, the customer contacted us and advised that they ordered pillows and received pillowcases only. A customer service representative discussed with the customer the listing for this item. During the chat conversation, it was agreed upon that the description of the item was listed as including "One (1) pillow cover".

In reviewing the information listed for the pillows, we found that the title for the item is listed as a pillow, and the description of the item is listed as a pillowcase. The information listed on our website for this item is conflcting information and we have requested that the information be updated so that the title and the description of the item matches.

As shown in our Terms and Conditions, "We reserve the right to correct any errors, inaccuracies or omissions on a product page. We reserve the right to rescind our acceptance and cancel your order without penalty in the event there is an obvious and unmistakable error on the product page, in our reasonable discretion. If you have already received your order, we will do our best to resolve your concern."

As this was our error, we offered to assist the customer with a free return; however, the customer responded that they didn't want to do business with us, and so the return hasn't been processed.

If the customer would like to return the pillowcases received, they can contact us at ************, and we will assist them with a free return and a full refund.



Sincerely,

Overstock

Consumer Response:  
Complaint: ********

I am rejecting this response because: a company as large as Overstock.com can surley afford to train their so called "customer service reps" to assit customers properly  and not argue with the customer especially when it has been made perfectly clear they have over stepped their bounds.  Paying customers need to be informed that dealing with this company  "After" they receive your money will not be pleasant.  I pay attention to customer service deparments and I would clearly rate this one below standard.  Surprisong for a company this size.  I might add I saw where previous customers ordering the same ecact itens as myself left negative feedback for the same exact reason.  If the company was aware the items were misrepresented they had the opportunity to rectify the problem BEFORE someone else ordered.  They did NOT. As their rep told me they don't write the ads and aren't redponsible for the merchandise. He's clearly not representing the company then. 
Sincerely,

Judy M*****

8/5/2015 Advertising/Sales Issues
8/4/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
8/1/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: The merchant charged my credit card for an order but never delivered the product. Order number *********, USPS tracking number website guarantees delivery by July 20, 2015, today is July 26, 2015 and no product has been received. The merchant refuses to refund my money. I have contacted the merchant's customer service department four times and every single time have been given the runaround. This merchant is either in the business of ripping off consumers or of employing incompetent customer service people. Either way, it is not a merchant I care to do business with.

Desired Settlement: Refund the full amount charged to my credit card.

Business Response: To whom it may concern,

The customer placed their order on 07/16/2015 for the Versace 'L'homme' Men's 3.4-oz Eau De Toilette Spray.

On 07/24/2015, the customer contacted us to advise that they hadn't received their order, and would like a refund to be issued.

On 07/26/2015, we chatted with the customer and explained that a trace would need to be initiated; which could take 1-4 business days to complete. The customer was unhappy with the time frame for the trace to be completed and advised that they wouldn't wait for the trace to be completed. The customer mentioned contacting their credit card company and disputing the charges.

On 07/26/2015, the customer contacted Google Trusted Stores, as their order was protected by Google. This means that Google will assist in mediating on the customer's behalf.

On 07/26/2015, an exception was made and the custome was refunded before the trace was completed. The Executive Relations Department refunded the customer $26.57 to their Mastercard credit card account. The customer should allow 2-5 business days for the credit to post; however, if they don't see the credit, they will need to contact their financial institution to verify their credit posting time frames.

On 07/29/2015, the USPS tracking # ********************** updated, showing that the customer's order was delivered. The customer should keep the refund and the merchandise for the delay of their order being delivered to them.

Sincerely,

Overstock

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Jordan K******

7/30/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: - The delivery of an oversize item during the order process was never presented. Usually oversize items are highlighted with a Red Truck symbol and I always avoided such purchasing because of my business schedule. When I received an unexpected call from a third party delivery service, not Overstock, I attempted to schedule a time and date but the deliverer denied to confirm any time. They offered only to confirm the date suggesting to call me the day before for a 4 hours window. With such poor planning I requested to cancel the order. The picture below is the order, as you can see there is no “oversize” state in any part of it. Few days later after contacting Overstock several time they told me that based on their oversize policy they were charging 50% of the cost to return the item. I do not agreed with it and I requested the item delivered with an agreed upon time and date. Overstock never provided any time for delivery only a date. This poor level of service is not described in any part of the purchasing agreement. If I was aware that they can only provide a half a day window 24 hours before delivery I have not purchased any items at all. In addition Overstock charged the original discounted $27.50 to the returning cost, without notice, and I do not agree on any of this charges. - I was not offered any delivery with a specific date and time - I attempted several time to schedule with Overstock without success - I was not informed or have any indication that the item was oversize - I was not informed of being charged of additional $27.50 as part of the discount from the order. I am expecting to receive full refund. I am also very disappointed the American Express closed my first claim dispute contacting only the vendor and not myself. I am your customer not Overstock. Regards Marco G****

Business Response: To whom it may concern,

The customer placed an order on 05/30/2015. The customer placed this order on their own; without any assistance from Overstock.

When the customer placed the order, and added the item to their cart, the little red truck is shown with the words "OVERSIZE DELIVERY" and the shipping time frame of 1-4 weeks is also shown. Please see attached image.

In reviewing the listing for the Simmons BeautySleep Mount Baker Firm Twin-size Mattress, we have found that there is a link that is shown on the product page as "Shipping & Returns". When you click on the link, it takes you to the "Shipping & Returns" policy for the item. Please see attached image.

The Shipping and Returns policy shows the following: "Delivered by freight carrier" and the "Mattress Return Policy: Mattress Sets are non-returnable upon signature at delivery. Mattresses are non-returnable if opened or taken out of their plastic wrapping". Please see attahced image.

There is a link that can be clicked on for More Details about the return policy. When the "More Details" link is selected, it shows that "Upon delivery, please inspect your new mattress, foundation, or mattress set before signing the shipping receipt. You will only qualify for a full refund for damaged or defective mattresses, mattress sets, or foundations if you refuse the item(s) at the time of delivery. Visit our Oversized-Item Return Policy for additional return information."

There is another link for the "Oversized-Item Return Policy" that can be clicked on. When the link is clicked on, it shows the following: "You are responsible to pay the return shipping fee when you return an oversized item for any of the following reasons: You refuse a delivery without inspection, You miss a delivery appointment, You return a non-defective or undamaged product." Please see attached image.

The customer's order was shipped out on 06/03/2015 via a freight carrier.

On 06/05/2015, the cusotmer contacted us to cancel the order as the carrier wouldn't provide them with an ETA for delivery. The customer was informed that the return fee was $150.00 to return the item; however that we would waive $75.00 of the return fees. The customer was also offered the option to proceed with the delivery and we would assist in working out a specific date and time with the carrier. The customer advised that they would only accept the delivery if the carier delivered it on 06/08/2015. The customer was advised that we would be unable to accomodate a delivery for Monday, 06/08/2015, as the customer had contacted the carrier and refused the delivery. Therefore, we would have to reverse the return process, but the delivery could take an additional week.

The customer confirmed that he requested to cancel the order based upon what he felt was poor service provided by the carrier; however, he would accept the delivery if an acceptable date and time was provided.

On 06/08/2015, we advised that we would work on having the return canceled, and with the carrier to have the order delivered. It was explained to the customer that the carrier would call to schedule the delivery with them and that a 3-4 hour delivery time frame would be provided by the carrier.

On 06/08/2015, the customer responded with the following: "My possibility is an expected scheduled delivery with a 2 hours window in the next 5 days early morning or late evening. If that is not possible we have invested enough time and resources, please proceed with cancellation and full refund."

On 06/09/2015, we notified the customer that we could ask the carrier to re-deliver the item; however, we couldn't continue to "keep asking them to cancel and then un-cancel". The customer was advised that we could proceed with the delivery and we couldn't confirm the delivery date or time frame as it is based upon the carrier's schedule. The customer was also advised that we could continue with the return and the customer would be responsible for the $75.00 return fees.

Our Customer Service Departement continued to contact the customer and provide updates regarding the status of their order.

According to our records, the carrier tried to reach the customer to schedule a delivery. The carrier was unabe to reach the cusotmer to schedule a delivery. The customer was informed that they would need to contact the carrier and schedule a delivery. The customer was provided with the carrier's contact information so that they could reach the carrier and schedule the delivery.

On 06/12/2015, the customer contacted us to advise that they hadn't heard from the carrier, and weren't able to reach the carrier to schedule a delivery. The customer advised he was no longer interested in the item and wanted to cancel the order and for a refund to be issued.

On 06/13/2015, the customer was advised we would go ahead and proceed with the return and they would be responsible for the $75.00 return fees.

On 06/21/2015, we received a response that the customer didn't agreed with the return fees.

Please note, that the customer agrees to our Terms and Conditions by accessing our website, as stated in our Terms and Conditions. Thererfore, as the customer did access our website, they have agreed to the Oversized-Item Return Policy, and are responsible for the $75.00 return fees since we were within the standard delivery time frame for this item and it was refused without inspection and wasn't damaged or defective. To view more details about our Terms and Conditions, you can review the following link:

https://help.overstock.com/app/answers/detail/a_id/63.

On 06/26/2014, the customer was issued a refund in the amount of $172.49. The $75.00 were deducted from their refund.

Our records show that the customer did file a dispute with American Express. As part of the dispute process, Overstock has the opportunity to respond to the dispute. Therefore, we did provide the return policy to the customer's credit card company and explained to them the reason the customer was responsible for the return fees. The customer's financial institution reviewed the information provided, and determined that the $75.00 return charge was valid, and ruled in Overstock's favor.

We are unable to issue an additionl refund to the customer as the $75.00 return fees are valid. Also, the bed was on sale at the time the customer placed their order, and so we are unable to issue an additonal refund, as the customer only paid the sale price and not the standard price.


Sincerely,

Overstock

Consumer Response:  
Complaint: ********

I am rejecting this response because: this screen shot are absolutely not the same I have seen.

They are following my complains with American Express.
NO RED TRUCK ITEM was showed to my screen
NO OVERSIZE Item was presented during the transaction.
NO Policy was stated about any oversize delivery
I Never refused the delivery. I disagree with a delivery without an acceptable timeframe.
They  continue to deny the evidence and at this point the only option I have is to cancel any Overstock.com purchasing and display their ambiguous way of doing business.

Sincerely,

Marco G****

Business Response:

To whom it may concern,

We have confirmed that the customer placed their order without any assitance from Overstock. We have also confirmed that our website hasn't changed since the customer placed their order and that the red truck was showing, the Shipping & Returns tab was available for the customer to click on and review the shipping timeframes and the return policy for this item.

As Overstock didn't assist in placing the customer's order, it is the customer's responsiblity, to review all of our terms and conditions for use of the website, and the Shipping & Return policies for this item.

As the customer has stated that American Express is following their complaints, we would suggest that the customer contact their financial instition for further assistance, as Overstock is unable to issue an additonal refund. The customer is responsible for the return fees as we have emails documenting that the customer instructed for this order to be canceled and returned; which was done without inspection of the item and the item wasn't damaged or defective.


Sincerely,

Overstock

7/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Overstock.com refuses to give me a full refund which includes my tax for an item I returned exact to there policy guidlines. I purchased a memory foam mattress & foundation from Overstock.com on 07/14/15, it was delivered on 07/16/15. It came in a box that couldn't possibly fit a mattress and foundation but did. I did not open it because I felt that it wouldn't be firm enough, so I decided to return it. Per Overstocks Return policy; 30 days, unopened & not signed for at the time of delivery. I contacted Overstock.com Chat and was told they would not refund the $49.64 tax and there was a return shipping charge of $68.49. I agreed to the $68.49 return shipping charge but no where on Overstock.com's website does it state the tax is Non-refundable. So they are now charging me a total of $236.99 for a remaining bedding set that is priced at $119.99 + 49.64 tax + 68.49 -$1.13 discount= Total $236.99. I feel they should have to refund my tax on the mattress and foundation as if I were to walk into a store to return an item I not only get the cost of the item refunded but also the tax as I reside in the state of PA. I have print screens of the entire conversation between the Customer Service Rep and myself.

Desired Settlement: I want the tax on the mattress & foundation refunded also. I agree to pay the cost of the bedding, plus the tax on the bedding and the $68.49 Return shipping charge. Those should be deducted from the total $876.98 and the remaining should be fully refunded.

Business Response: To whom it may concern,

The customer purchased the Select Luxury Gel Memory Foam 12-inch King-size Medium Firm Mattress Set with EZ Fit Foundation and the Madison Park Belle 7-piece Poly Polyoni Classic Woven Comforter Set.

The mattress set was originally $799.99 and the comforter set was $119.28. The customer had a 10% off coupon that was used at the time the order was placed. Therefore, the customer only paid $719.99 for the mattress and $107.35 for the comforter set, at the time they placed their order.

The state of Pennsylvania requires that we collect taxes for merchandise that is being shipped to the state of Pennsylvania. The amount of tax for the mattress set that was collected was $43.20 and the amount of tax collected for the comforter set was $6.44. Therefore, the total amount paid for the mattress set was $763.19 and the total paid for the comforter set was $113.79.

When the customer returned the mattress set, we charged them for the return fees, in the amount of $68.49. As the customer paid $763.19 for this item (which includes taxes), we issued a refund on 07/23/2015, in the amount of $694.70. Please review the following details regarding the refund and the balance that remains: $763.19 - $68.49 = $694.70. Based upon our records, we didn't withhold any taxes from the customer's refund, and a full refund was issued for this item minus the return fees.

The customer still has the comforter set and so the amount remaining and is owed is the $113.79 (comforter set) +68.49 (return fees charged) =  $182.28.

We have attached a screenshot of the remaining amount owed on this order. The customer can locate this information when they log into their account.

If the customer has any questions regarding this information, we would suggest that they give us a call at **************, and we would be happy to review this information with them.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Shannon A******

7/29/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Order #********* Order a TRIBECCA HOME Acton Warm Merlot X-back Casual 7-piece Extending Dining Set. I received (6) chairs and a table that does not belong with this dining room set. I received no legs for this table. I contact customer service (6) times or more and I received (1) of the (4) legs to the table. this order was placed on 06/21/2015. I still have not received the corrected table or the (3) other legs to the set. Overstock is stalling with correcting this order. Today is 07/10/2015 and I still do not have the right table. I had to send pictures to Overstock in order for them to believe my story. I had to take off from work to have the table delivered. I will have to take off from work again, if and when they decide to send the right table.

Desired Settlement: I would like to receive the right table and the remaining (3) legs for this set. I believe a price adjustment is in order for the inconvenience and stress this has caused me.

Business Response:

Hello,

The customer placed their order for the TRIBECCA HOME Acton Warm Merlot X-back Casual 7-piece Extending Dining Set on 06/21/2015. The set was delivered but the the legs were missing so we requested parts. In the meantime, the customer realized that the table was not the one that was depicted on site, from the set she ordered. At that point we asked for pictures to ensure that we pull the correct table as some times, the sku numbers may conflict or be incorrect in the warehouse. The customer submitted images and we were able to find the error and get the correct table shipped to the customer. The correct table is scheduled to be delivered this week. We also issued the customer some compensation due to the long, on-going process and for the inconvenience.

Thank you,

Overstock

7/29/2015 Advertising/Sales Issues
7/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased 2 Burberry handbags as gifts for my mother in San Diego. I made my decision to purchase them on Overstock because they were eligible for return. Upon receiving and opening the package my mother indicated that she did not like either purse. She did not remove anything from the purses, and she did not use the purses. After opening the package and viewing the purses, she immediately put them back in the original packaging. We then returned the page to Overstock.com within the specified return period. Overstock.com refunded the cost of one bag, but indicates that they will not refund the cost of the second bag because the tag was not on the bag. Overstock.com claims that the tag was in the box, but not on the bag. I have received items from Overstock in the past where the merchandise was delivered in packaging that looked as if someone had returned an item, and the distribution center just sealed the box and shipped it out for the next order. As received, this package wasn't professionally packaged either. We returned the merchandise in exactly the same condition in which it was delivered to us. We did not remove any tags from the merchandise, and we did not use the merchandise. We returned the merchandise within the specified return period exactly as it had been shipped to us. In that context, we insist that Overstock.com honor our refund.

Desired Settlement: We did not remove any tags from the merchandise, we did not use the merchandise. We returned the merchandise within the specified return period exactly as it had been shipped to us. As a result, we insist that Overstock.com refund our money.

Business Response:

To whom it may concern,

On 05/22/2015, the customer purchased two designer Burberry handbags. The two bags were shipped to a gift recipient. The billing and shipping information shows that the gift recipient is located in a different city than the customer.

On 06/06/2015, the customer contacted us to return the designer handbags. The customer was advised that a specialized representative would follow-up with them within 1-2 business days to further assist them with the return.

On 06/07/2015, the customer was contacted and asked if "all of the security tags were still attached?" and "has the item been used or altered?"

On 06/08/2015, the customer contacted us and advised that "the tags are still on the bags, and they weren't used". Based upon the customer's reply, a return was processed. An email was sent to the customer with the return instructions and the standard return policy. The Standard Return Policy can be located by using the following link: https://help.overstock.com/app/answers/detail/a_id/1.

When we received the two bags back, they were inspected, and a refund was issued for one bag as it came back showing no signs of wear and all security tags were in place. The refund was issued on 06/24/2015.

On 06/30/2015, the warehouse contacted our Customer Service Department, and advised that the tag had been removed on the second bag and that the item was in used condition. Therefore, the return would be denied.

As stated in our Standard Return Policy, under the link "Non-Returnable Items", it shows that "Specially labeled designer apparel, handbags and accessories once security tags are removed" cannot be returned for a refund and that "if you have a non-returnable item that arrived damaged or defective please contact Customer Care." Please note, there was no report of damages or defects when we spoke to the customer on 06/08/2015 and processed the return. The warehouse took pictures of the bag showing that the tag was removed and that the bag was used. We have attached pictures showing the condition of the bag when we received it back. We have also attached a copy of the return policy for Non-Returnable Items.

On 07/02/2015, our Customer Service Department notified the customer that we couldn't accept the return on this item because the warehouse determined that the tag had been removed and that it was in used condition. It was explained to the customer that we would be sending the bag back to them.

On 07/09/2015, the bag was returned to the customer, via UPS tracking number ******************. The bag is currently in transit to the original shipping address on file.

As the tag has been removed, we are unable to accept the return, as we are unable to resell the bag as an authentic designer Burberry bag.

Sincerely,

Overstock

7/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I selected the option with the return label, which the website stated would not have a charge assessed. I then was contacted by Overstock.com whom insisted I made the wrong selection. Later they acknowledged they made a mistake and that there isn't a charge. Today, I received an email that I am bring assessed a charge when there isn't a charge.

Desired Settlement: I want the $11.45 charge removed.

Business Response:

To whom it may concern,

The customer placed an order on 06/18/2015 for the Dell Latitude E6520 Core I7-Quad 2.2 2nd Gen 2720Qm 8GB 240GB SSD DVDRW 15.6-inch W7P64 HDMI Cam (Refurbished) and the 3 Year Laptop Service Plan with Accidental Damage Protection for Dell Latitude E6520 Core I7-Quad 2.2 2nd Gen 2720Qm 8GB 240GB SSD DVDRW 15.6-inch W7P64 HDMI Cam (Refurbished).

A screenshot of the customer's order details has been attached for review and the customer can locate this information when they log into their account and select order details for order # *********.

As the customer ordered a 240 GB computer, the customer was sent a 240 GB computer, and received the computer on 06/22/2015.

On 06/23/2015, the customer contacted us via email to advise that they were returning the computer because they ordered a "750 GB" and received the "250 GB drive". The customer initiated the return using our online return service prior to contacting us.

On 06/23/2015, we responded to the customer via email, and provided return instructions and explained the return cost would be $11.45. We also issued the customer a full refund for the 3 Year Laptop Service Plan with Accidental Damage Protection.

On 06/23/2015, the customer contacted us via email and advised that they already had a label and didn't need a new return label.

On 06/24/2015, our Customer Service Department replied to the customer's email stating: "I didn't realize that you had already had a label." and "I was just trying to provide the return instructions regarding your return."

On 06/30/2015, the customer was refunded for the Dell Latitude E6520 Core I7-Quad 2.2 2nd Gen 2720Qm 8GB 240GB SSD DVDRW 15.6-inch W7P64 HDMI Cam (Refurbished), and the $11.45 return fees were deducted from the customer's refund.

On 06/30/2015, the customer contacted us disputing the return fees. We replied and explained to the customer that our records show that a 240 GB laptop was ordered; therefore, that is what was sent. We explained that they didn't order a 750 GB for this order and because the return wasn't a result of our error, they would be responsible for the return fees.

After reviewing the details of the order, we have found that based upon the order details and the return information, the customer is responsible for the return fees.

Sincerely,

Overstock

7/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have bought a universal car seat from overstock.com. The universal car seat was advertised by Walmart, I have a 2012 Toyota Highlander. They said the car seat would fit, now I have the product and there is no holes for the seat belts on the back seats. I called overstock.com and they told me to return it, but they are charging me $10.66 for returning a defective product. I have never payed any money for returning a defective product. This below is the email they have sent me.Thank you ---------------------- Austin V. from Overstock.com06/23/2015 08:39 AMHello Mady, Thank you for shopping with Overstock. Your Return Merchandise Authorization number is RMA . A pre-paid shipping label has been generated and emailed to you. The label will arrive within 15 minutes, but it may take up to 24 hours.Place this label along with your RMA number on the outside packaging and drop it off at UPS. When you receive your refund, the amount of $10.66 will be deducted for the shipping charges of this label. All items must be received back in the Overstock warehouse within the next 45 days and returned in new or unused condition and include the original packaging materials included with the shipment to receive a full refund. Please do not mark or deface original manufacturer containers in any manner. Please allow 7-10 business days after we receive your return to issue your refund. We will notify you via email once this process is complete. If we may be of further assistance, please let us know. We appreciate your business.Have a great Day!Austin V.Customer Care

Desired Settlement: I don't want to be charged with shipping charges for just returning the item.

Business Response: To whom it may concern,

The customer placed an order through Walmart for the BDK Universal Fit 11-piece Premium Fresh Mesh Car Seat Covers - Black/ Grey on 06/09/2015.

Overstock is a Market Partner to Walmart; therefore, once the customer's order was placed, it was sent to Overstock for fulfillment of the order.

According to the listing on Walmart's website, we don't show that the seat covers are described as having "holes for the seatbelts". The pictures on Walmart's website also do not show that there are holes for the back seat covers.

On 06/17/2015, the customer's order was delivered. The customer contacted Overstock on 06/23/2015 for assistance with the return of the seat covers. We reviewed the return procedure and the return fees with the customer. The customer agreed to the return fees. As the customer agreed to the $10.66 return fees, the return was processed.

On 06/30/2015, the customer was contacted via email, due to their concern with the return fees that were charged. It was explained to the customer that if the item isn't damaged, or defective, they are responsible for the return fees. The customer was advised the return fees were charged because the item wasn't damaged or defective.

However, we have made an exception, and issued a refund to Walmart, as this is how the customer placed their order. Walmart will now issue the refund to the customer within the next 7-10 business days to their original payment method. If the customer doesn't see the credit, they should check with their financial institution to verify their posting time frames.

If there are any questions, the customer should contact us at ************, for further assistance.

Sincerely,


Overstock

7/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a shoe rack/cabinet Jun10th. Order number *********. They already charged me and I keep calling them. In last 10 days they say they have been conducting a trace on shipment. Every day I call them, they say they will contact me in 24 hours and nobody calls back ever. they already charged me and I asked for a refund. they don't refund my money (which about $90). They also refuse to send the item..

Desired Settlement: I WANT THEM REFUND THE CHARGE IMMEDIATELY.

Business Response:

To whom it may concern,

The customer placed an order on 06/12/2015 for the Petito Contemporary 1-Tier White Faux Leather Upholstered Shoe Cabinet and the warehouse notified us that the order was shipped out on 06/16/2015.

On 06/24/2015, the customer informed us that they hadn't received their order. We confirmed that the tracking information hadn't updated. Therefore, we explained that we would need to initiate a trace with the carrier, to see if the package could be located. The customer was advised that the trace can take 1-4 business days, and if the carrier was unable to locate the package, we would ship out a replacement shoe cabinet.

On 06/24/2015, the customer contacted us again to request a refund, instead of a replacement. The request was updated on the customer's Overstock account.

On 06/26/2015, the FedEx tracking number *************** updates and shows that the order is in transit to the customer.

On 06/30/2015, the customer contacted us to confirm that the merchandise would be delivered on Thursday, 07/02/2015, as the carrier was showing delivery for Thursday, 07/02/2015. The customer explained that they are traveling and would not be available to accept the delivery after Thursday.

The Customer Service agent explained that there was a trace in process, and that someone would contact the customer by the end of the day (06/30/2015) to provide an update on the results of the trace, as 06/30/2015 was the 4th business day. The customer then advised that he would contact FedEx to cancel the delivery.

The customer was then assured that we would provide them with a resolution on the status of the trace; at which point the customer advised that if he didn't receive the merchandise by Thursday, 07/02/2015 or a refund, he would "sue."

The customer was advised that we would make a note that a refund should be issued if the item couldn't be tracked. The customer then advised that he would contact FedEx to "not leave it on my door and return it to you." At this time, the customer requested that we contact FedEx and address his issue. The customer was advised that we had already contacted the carrier and were waiting on results of the trace. The customer then advised that his lawyer would be contacting us and asked for a contact number. The customer was provided with a phone number for future use. The customer advised that we would be hearing from them and then disconnected.

On 07/01/2015, the customer contacted us and advised that they needed our address to file a complaint. The corporate address was provided to them. The customer also wanted an update on the status of the trace. The customer was advised that we were still working on the trace and it was confirmed that it was the 5th business day. The customer advised he was filing a claim with BBB to assist in sorting this out.

On 07/01/2015, the customer was issued a refund in the amount of $81.99, to their Visa credit card account. The customer will need to verify the credit posting time frames with their financial institution.

On 07/02/2015, FedEx tracking updates and shows that the merchandise is being held for customer pick-up.

After reviewing the information on the cusotmer's account, it has been determined that if the customer can pick-up the item before they go out of town, they can keep the item and the refund. If the customer is unable to pick-up the item from FedEx, it will automatically be returned.



Sincerely,

Overstock

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Mehmet S*****

7/3/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: i closed my overstock.com credit account february 2015. the account was closed with a zero balance. i have not asked for the account to be re-established and have made NO purchases or transactions with the account (the account was closed and confirmed by closed by overstock.com and its agent, comenity bank). i did not receive a statement in march 2015 or april 2015. i received a statement from overstock.com in may 2015 demanding payment for a balance of approximately two hundred dollars with no explanation of the charged incurred (description of the purchase and/or transaction was NOT included). i wrote to both overstock.com and its agent, comenity bank at their corporate addresses in may 2015 informing them of their error(s). the only response from either company was to send another account statement in june 2015 for the same amount.

Desired Settlement: i want the charge removed immediately as i did not make or authorize any charges to the closed account, as well as confirming that any negative credit reporting is removed immediately, as well. i do not understand how ANY charge or transaction is accomplished using an account number that was confirmed as no longer active by both overstock.com and their agent, comenity bank. both companies need to immediately remove my email address and stop harassing me with additional demands for payment electronically.

Business Response: Hello,

In looking over the customer's account, it was found that 2 orders were placed in 12/2014 and there have been no orders placed on this account, since those. Overstock has not charged the customer since that time. Whatever balance and or accrued fees from that point, would need to be addressed and disputed with the financial institution that handles the store credit cards. The company, Comenity Capital Bank can be reached by calling ************ Monday-Saturday, 8:00 AM – 1AM EST, Sunday, 10:00 AM - 10:30PM EST.


Thank you,

Overstock

6/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A wrong item was delivered from a June 9th, 2015 $36.99 order.

Desired Settlement: A $36.99 refund.

Business Response: Hello,

In researching this customer's account, we were unable to find that the customer contacted us to return an item from their order placed on 6/09/2015; however, we will assist with the issue. Please call ************ and our Customer Care department will assist with the return and the return instructions.

Thank you,

Overstock

6/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On order made on 5/7/15I ordered a coat and it didn't fit. It was not made to the specifications of the size advertised on the website. They did not refund my money and charged me for return shipping even though they said they would pay for the return and give me a full refund of $41.99. they did now.

Desired Settlement: The balance of the refund due me.

Business Response: Hello,

On 5/18/2015 the customer contacted us to initiate a return on the Excelled Women's Wool Blend Boucle Coat with Oversized Hood because it did not fit. Although it is policy for the customer to pay the return shipping costs for buyer's remorse returns, the chat agent informed the customer that we would waive the return shipping as an exception.

On 5/26/2015  The customer was issued a refund for the coat.
On 6/14/2015  The customer was issued the remaining refund, which was initially held in our system, for the return shipping.

The full amount of the coat has now been refunded.

Thank you,

Overstock

6/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a dresser, it came in 3 boxes, I hired someone to put it together based on the reviews I had read online. I spent 492 on dresser and 150 to put it together. It took 3 hours to assemble. The dresser was missing the entire back piece, in other words you can see the drawers etc when standing behind the dresser. I could not make a call so I had a "chat" ( which I have a copy of ) I clearly explained the problem. The CSR said they cant send the piece, I should dismantle the dresser , re pack it, and have ups come pick it up. First of all, I live in an apartment building in NYC. Second I'm a girl who couldn't even lift one of the three boxes, 3rd I would have to pay to have it dismantled. I asked them to just send the missing piece. She said they can't. She said she could send a whole new unit . I said I didn't want a whole new unit, I don't even have room for one of the unopened boxes in my apartment now that my furniture is here. She said well that's the only solution I can offer you. I work full time, I had taken this one day off to move, I can not take any more time to stay home and receive 3 big boxes. The boxes are now being sent OUT OF STATE to my mothers where she will have to open all three and cherry pick the "back " because they can't tell me what box it is in or any other way to identify it...Then my mother will have to re-pack these boxes and re-ship these boxes and then drive the missing piece to NY to my apartment and hire someone to re-assemble the original piece. The time and effort involved in this is OBSCENE. I plan on calling American Express and charging back the item as they offered me a 40$ discount to which I laughed. That wont cover my mothers gas to drive it to NY. They have been absolutely awful and this has been incredibly frustrating . I don't want anyone to have to endure this unprofessional experience the way I did. It's caused us an enormous amount of stress.

Desired Settlement: I want to be fully refunded . If and when the back is ever delivered and assembled I have earned the privilege of keeping it regardless at this point. Between my time, the costs associated with building it, dismantling it and rebuilding it, my mother having to deal with the replacement boxes, opening them, picking out the back, repacking them and re-shipping them and then driving to NY with the piece....I think its the least they can to. It's the RIGHT THING TO DO.

Business Response:

Hello,

The customer contacted us on 6/05/2015, letting us know that the back of the dresser was missing. We informed the customer that unfortunately, we are unable
to fulfill a parts request for the dresser. We offered three options for the customer:

1. To return it for a refund or a full replacement.

2. To keep the dresser as is, for a partial refund.

3. Have a replacement sent to the customer and have them pick the needed parts from the replacement. We will pick up and return the rest of the replacement.

The customer asked if we were going to cover the $300 fee that was paid to assemble the dresser and if we would be disassembling it. Since it is up to the customer as to how they assemble any product and if they choose to pay to have it assembled, we do not cover these costs. It is always recommended to check the parts to ensure they are all included, before any item is assembled.

The customer opted to have a replacement sent and they will pick the needed parts and return the remaining pieces. We also issued $40 back to their credit card for the inconvenience.

Thank you,

Overstock





 

Consumer Response:  
Complaint: ********

I am rejecting this response because:   The Back of the dresser should have been sent the first time, I spent well over 140$ between the George Washington bridge, gas and parking just to bring the missing piece back to NYC. That expense should not be incurred by me. 

At no time did Overstock offer to pick up the 2nd delivery that had to be sent to NJ, In fact, I was on chat with this company for 20 minutes and the lady I chatted with although very polite, at no time was remotely HELPFUL or UNDERSTANDING of the inconvenience and logistics. I pleaded with them to take the responsibility of opening these heavy boxes and sending me the missing piece only so I wouldn't have to hurt myself trying to lift, move , open and repack these boxes alone. They refused. That is not being accommodating to the consumer in any way shape or form. 
 I had to open 3 gigantic and heavy boxes to find a packing slip, of which there was none, figure out what pieces to cherry pick from the boxes, re pack the boxes and call to have them re shipped. 
Shall I send the receipt from my 3 visits to the chiropractor to help me after I lifted these dumb boxes by myself, because I will... This was an enormous inconvenience, and it was handled in a very unprofessional manner from the get go. 
How in Gods name would a consumer know that a back of a dresser was not included in the original packaging? I am not a furniture maker. I am a girl who needed an affordable dresser. The situation has escalated to the point where the dresser cost more emotionally and financially then I intended to spend and that is not my fault, it's yours. Electing to hire someone to put it together is on me. The rest, is on you. 
As I said initially, 40$ is an insult considering the time, money and aggravation I incurred because of your ineptitude. Make a respectful and fair offer. I believed the BBB was in the business of protecting the consumer from unfair and unprofessional business practices so I contacted you for guidance and assistance. 

Sincerely,

Staci *****

Business Response:

Hello,

On 6/05/2015, the customer contacted us to let us know that the back of the dresser was missing. We informed the customer that this particular warehouse was unable to fulfill parts requests but we would be willing to set up a return and ship a replacement, ship a replacement and have the remaining, unnessary pieces returned, or keep it for a partial refund. The customer refused to take the dresser a part, which leaves out the return options. The customer then opted for a replacement to pick parts from and have the rest returned. The customer informed us that the replacement would need to be shipped to their office in New Jersey instead of the initial shipping destination in New York. It was the customer's choice to drive the piece to the original dresser and for this we issued $40.00 in compensation.

Thank you,

Overstock

Consumer Response:  
Complaint: ********

I am rejecting this response because: 

 Let me ask you a question please, what is the purpose of the better business bureau? Is it to allow companies to continue bullying, mistreating and dismissing consumers? I am so confused. I have twice taken the time to write thorough and thoughtful reasons why I should be compensated for the duress and inconvenience overstock.com caused me and they continue to be completely dismissive . AT what point do you step in and take a side here. I could have had this back and forth conversation to no avail without you guys. My whole point in getting you involved was to A. make public the dismissive attitude and neglectful service of this company and B. hope to at the very least have MY EXPENSES covered. You did neither. What was the point?

Sincerely,

Staci *****

6/16/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a 60 inch bathroom vanity from overstock. On there website they state oversized items are white glove delivery. When the item delivered they had one delivery person for a item that weighed 350 pounds. When I called overstock at the time of delivery, it took 10 minutes for the operator to tell me what kind of delivery was supplied with the item. It was very deceitful with the shipping explanations on their website. Now they want me to pay 192.60 because I couldn't accept the delivery. There is no way I could move the vanity by myself so I had to reject the item.

Desired Settlement: I do not want to be billed for the 192.60 because it was their fault. The website was very deceitful.

Business Response: Hello,

The customer placed an order for the Madison Solid White Double Sink Bathroom Vanity. This vanity is a threshold item, which means the freight carrier will take it to the customer's door but not inside. If it includes white glove service, it will state it on the product page. White Glove delivery is offered with the item on a lot of our products and if the customer contacts Overstock, we can verify if it can be offered for an additional fee. This information can be found under the 'White Glove Delivery Service' section from the link below.

https://help.overstock.com/app/answers/detail/a_id/8/

The customer is responsible for the return shipping fee if they return an oversized item for any of the following reasons:

* They refuse a delivery without inspection
* They miss a delivery appointment
* They return a non-defective or undamaged product

This information can be found under the 'Oversized-Item Return policy Overview' from the link below.

https://help.overstock.com/app/answers/detail/a_id/2/c/1

On 5/28/2015 the customer contacted us stating that they refuse to pay the return shipping costs.

On 6/02/2015 we refund the customer for the order and we issued half of the return shipping costs back to the customer as a courtesy. Overstock paid the other half of the return shipping costs.


Thank you,

Overstock

Consumer Response: They sent one delivery person when they delivered the vanity. It weighs 350lbs. The man wanted to leave it at the curb and said it was curbside service. There is no way he could deliver that to my door all by himself.

The delivery on there website was deceiving and not clear on delivery. Overstock also stated that it was door delivery, but when the delivery guy was at my house he wanted to leave it at the curb. So I had to reject the item
because I a women that can't move a 350lb vanity.

Complaint: ********

I am rejecting this response because:

Sincerely,

Kathie ******

6/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I recently purchased a mattress from overstock.com. When I found out how long it would take to get the product I asked to cancel thinking should not be an issue. The the rep stated has not left warehouse and I would not receive product for up to 3 more week. The customer service rep told me I should have known since it was in the product details. It's at the bottom of the product details not able to cancel. My issue is this text" "Please Note: Orders for this custom-made item cannot be canceled. Mattress sets are non-returnable upon signature at delivery" can only be seen by clicking the "show more " link in the product detail section I think this text "Please Note: Orders for this custom-made item cannot be canceled. Mattress sets are non-returnable upon signature at delivery" should be at the top of price area close to the add to cart button since would be a key attribute in a customers buying decision. As well thru out the checkout process

Desired Settlement: I want to cancel order and not have shipped and refund full payment back to my credit card

Business Response: To Whom It May Concern:

The customer placed their order on 05/23/2015. The customer placed the order, on their own, without our assistance. 

In reviewing the product details for the Simmons BeautySleep Kenosha Plush Full-size Mattress Set, we have found that the listing shows that this item “Please Note: Orders for this custom-made item cannot be canceled. Mattress sets are non-returnable upon signature at delivery.” This information was made available to the customer prior to the order being placed.

Because this information was made available to the customer prior to the order being placed, and it is the customer’s responsibility to read the listing completely, we are unable to accept a return or to cancel the order.

According to our Terms and Conditions, by accessing our website, the customer agrees to our terms and conditions; which includes our Oversized Item returns. The link to our Terms and Conditions has been added below:

https://help.overstock.com/app/answers/detail/a_id/63

 

Sincerely,

 

Overstock

Consumer Response:  
Complaint: ********

I am rejecting this response and will just make decision not to purchase from them again
Sincerely,

* ****

6/5/2015 Problems with Product/Service | Complaint Details Unavailable
6/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a business owner who ordered a dining table and chairs for the business. After I placed my order the chairs were sent to the wrong location and the table arrived days later with damage and was told another would be sent that day. after seeing no shipment on line I called again and was told the table was now out of stock and they would refund my money but if I wanted to return the chairs I would have to disassemble them and ship them back.

Desired Settlement: I need this asap and overstock should make it right I have given them a lot of business over the years and the first problem the stick it to me.

Business Response:

To whom it may concern,

The customer placed an order on 04/28/2015 for the Melodie 84-inch Cherry Finish Dining Table, Melodie Side Chair (Set of 2), and the Melodie Arm Chair (Set of 2).

05/04/2015, the customer contacted us regarding a coupon, and we assisted with this and issued the customer a refund in the amount of $*****.

According to our records, the customer contacted us on 05/14/2015, to report that they refused the delivery of their table, as it arrived damaged.

On 05/19/2015, we explained to the customer that we couldn't ship a replacement table as we don't have inventory to fill a replacement order. The customer's concern about the return of the chairs was also discussed as they reported that they had assembled the chairs and no longer had the packaging. We explained to the customer that they would need to disassemble the chairs and repackage them to be returned.

On 05/26/2015, the customer was contacted and advised that we were waiting on confirmation from the carrier that the table was damaged and refused. We explained as soon as we received confirmation from the carrier that this was refused, we would issue a full refund, for the table.

On 05/28/2015, we confirmed that the table was refused due to damages; therefore, a refund was issued on 05/28/2015, in the amount of $******, to their credit card account. The credit will be posted according to the financial institution's posting time frames.

According to our Return Policy, the customer needs to return the items received "in new or unused condition with all original materials included with the shipment".

Based upon our Return Policy, customers need to retain the original packing materials, so that they can return the items received if needed.

As the customer has disposed of the packaging, we can assist with contacting the warehouse, and requesting packaging be shipped to the customer. The customer will then be able to return the chairs received. If the customer wants to keep the chairs, we can assist in locating a comparable table, that they can purchase.

As part of the return policy, the customer will need to disassemble the chairs to return them, as they need to return the chairs in the same condition they received them in.

If the customer needs assistance in locating a comparable table or with the return of the chairs, and obtaining the packaging to return the chairs, she can contact us at ************.


Sincerely,

Overstock

6/4/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On May 1, 2015 Overstock sold me two rugs that they did not have in stock. This was my first time shopping on Overstock.com and I ended up purchasing 10 items (5 rugs and 5 rug pads) in one transaction. Overstock.com had one rug that I was interested in buying ($469.99), but knowing that I needed 4 additional rugs, I decided to purchase the additional rugs and rug pads on Overstock.com to simplify my life and to have it all on one transaction. Since then, I have shopped for other items at countless other stores to accessorize these rugs. 4 days after Overstock.com accepted my payment, I was notified that the first rug was out of stock. As a frequent online shopper, I was surprised that such a large company would have this issue, but I let it slide. On May 6, 2015, I received an email with tracking numbers for the remaining 9 items. I periodically tracked these items, but noticed that one rug was never picked up by UPS. As of May 12, 2015, all items but that one rug, which was The Rug that started my shopping spree on Overstock.com, have been delivered. When I contacted Overstock.com, to inquire about The Rug, they had no knowledge that it was was missing. The customer rep "initiated a trace" for this rug and did not apologize for the delay. Instead, she said that Overstock.com accepts that they did not ship out this item. It is now May 15, 2015 and after speaking with another customer rep, I was told that this rug is most likely out of stock (they will know for certain on 5/18/15). It seems a shipping label was created for the item, but the label never made it onto the item. It is not OK to sell items to customers that you do not have in stock. It's especially ridiculous that it would happen to two items on one order. Now I'm left with two rug pads, but no rugs, and additional decorative accessories that must be returned.

Desired Settlement: I do not want their useless measly $5 store credit, as I plan to NEVER shop on their site again. I want the rugs that I have purchased that match all the other items that I have purchased after I made my order with Overstock.com. If they do not have these rugs (as they claimed), it's up to them to find it from another vendor and ship it to me. Keep better track of your inventory. It is inexcusable to post items on your site as available, accept cash for them and then several days later, send an email notifying the customer that these items are not in stock. By the time a consumer receives this notification, ***** could have purchased several more items to match their Overstock.com purchase. And most importantly, change your name to Out-of Stock.com.

Business Response:

To whom it may concern,

The customer placed their order on Friday, 05/01/2015, for 5 rugs and 4 rug pads. When the customer places an order, they accept the terms and conditions, by shopping on our website. As stated in our Terms and Conditions, "On very rare occasions, you may receive a Shipping Confirmation from us, but the product is no longer available in our or our third party fulfillment provider's inventory. You agree that we may rescind our acceptance and cancel your order without penalty if we are unable to ship the product you ordered due to unavailability."

The rugs and rug pads ordered by the customer would need to be shipped out from different warehouses. Each warehouse is responsible for confirming the available inventory on our website.

One of the warehouses notified the customer immediately, on 05/04/2015, that there was an inventory error, and canceled the Safavieh Adirondack Ivory/ Silver Rug (6' Square). Because this rug was canceled immediately from the customer's order, they were not charged for the merchandise. The warehouse did issue a $5.00 in-store credit as a token of apology.

According to our records, on 05/05/2015, the remaining items on the customer's order shipped out, and tracking informaiton was provided to the customer.

The customer contacted us on 05/12/2015, as they were concerned that the tracking hadn't updated for the nuLOOM Traditional Vintage Fancy Floral Grey/Multi Rug (7'10 x 10'10). After reviewing the customer's concern, we explained we would need to initiate a trace with the carrier, as our records showed the item was shipped out.

On 05/15/2015, we did follow-up with the customer to see if the carrier had delivered the missing rug. The customer contacted us back later that day and confirmed that they still hadn't received their rug.

On 05/18/2015, the trace was completed, and so we did issue a refund to the customer's credit card account, because we no longer have inventory to ship out a replacement. The customer was sent an email on 05/18/2015 to notify them of their refund details.

The customer can return the rugs and rug pads received; however, we are unable to ship out the additional two rugs to the customer, as we no longer have inventory for these rugs. We are also unable to locate the rugs from a different vendor in order to ship to the customer.

If the customer would like to further discuss the return of the rugs and rug pads received, they can contact us at ************, and we will be happy to further assist them.


Sincerely,

Overstock

6/4/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Returned a purchased product. Spoke to authorized agent and was told that they could not refund money wq/out the tracking code of returned product. I supplied the oder number as well as all other pertinant information (no tracking number). Agent said: "We have over 800 warehouses and to locate one returned item cannot be done w/out tracking number."

Desired Settlement: Refund of money paid.

Business Response:

Hello,

 

Without the tracking information, we have no way of knowing
if the item successfully reached our warehouse. However, I do see that the
customer has since provided us with the tracking information on the return and
we have successfully refunded his money back as of 5/26/2015. We have reached
the customer desired settlement.

 

Thank you.

 

***** *.

Executive Relations

5/30/2015 Advertising/Sales Issues | Complaint Details Unavailable
5/27/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased an outdoor dining table and chairs from Overstock.com which was described as the "Upton Home Encore" outdoor furniture range. Before purchasing this item, my internet research did not find the product in alternative locations, therefore I was unable to check the market to identify lower prices. Upon arrival of the product, the packaging indicated that this product was in fact named "Mandalay Outdoor Dining Set". I believe this was an intentional sales tactic used by Overstock.com to deceive me into assessing the free market for a cheaper price. My research indicates that I can purchase this furniture for 25% cheaper in alternative locations. Had I know this information at the time, my choice of vendor would have been different. I believe that Overstock.com are using this technique with multiple other products on their website to prevent the public in making informed buying choices. In my opinion, this is anti-competitive and hinders the operation of a free market. I am hoping your office can help rectify this issue for me and aid Overstock.com in changing the naming of their products on their website.

Desired Settlement: I would like Overstock.com to refund me the price differential of the competing vendors, or enable me to return this product with full refund.

Business Response:

Hello,

Hello,

The customer contacted us on 5/16/2015, asking for us to price match the "Upton Home Encore" furniture stating that the items were received under a different name. We informed the customer that the most we are able to price match is $100 but because the item was already ordered, we would make an excetion and see what we could do and we asked for pictures. Overstock does not have a price matching policy; however, we will make exceptions on a case by case basis.

On 5/18/2015 the customer replied with links to other websites for the Mandalay furniture but we did not receive any images of the items in which they received.

We replied on 5/19/2015 informing the customer that the links they sent to us from other websites were not of the same product sets. We still had not received images at this point. We offered to initiate a return and send a replacement as we still could not verify if we had sent the incorrect item. The customer replied on the same day with additional information regarding shipping on other websites for the Mandalay furniture and informed us that we were misleading, deceptive and anti-competetive. The customer then said they would be filing a complaint with the Better Business Bureau. The customer stated that they disagreed with our basis for refusing price matches and again, that we
were deceptive.

Also on 5/19/2015, we received an email from Google, informing us of this issue. We worked with the customer and issued a partial refund. The customer will be keeping the items ordered.

Thank you,

Overstock



On

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *******

5/27/2015 Advertising/Sales Issues
5/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The company failed to credit the account $18.99 for a purchase made on 5/09/15.

Desired Settlement: Credit the account $18.99.

Business Response: To whom it may concern,

The customer placed an order on 05/09/2015 in the amount of $18.99.

We have reviewed the order and have found that the customer hasn't contacted us to report any issues or concerns with the order placed.

When an order is placed, most financial institutions will place a pre-authorization hold on the customer's credit card, or bank account. Banks place pre-authorization holds for the security of their customer's accounts, to ensure that the funds are available, for the merchant that the customer is shopping with.

If a customer cancels the order, the bank will typically continue to hold onto the funds, as they are still anticipating that the merchant will be collecting on the funds. If the merchant doesn't collect on the funds within the standard 5-10 business days, the bank will then release the hold that they have placed on the funds.

According to our records, the customer canceled the order, shortly afer they placed it. We have confirmed that we haven't collected on the $18.99 charge as the customer canceled the order and that we will not be collecting on these funds. Unfortunately, we are unable to issue a refund as we haven't taken any funds from the customer.

We would suggest that the customer contact their financial institution, to verify when they will release the pre-authorization hold, that the bank has placed on their account. If the customer needs assistance in having the hold released sooner than the bank's timeframe, they can contact us at ************, and we can fax a pre-authorization release form to their bank.

Sincerely,

Overstock

5/22/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
5/21/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On April 29, 2015 I placed an order for the Child Craft London White Euro Mini 2-in-1 Convertible Crib with Mattress. I was told by an Overstock customer service rep. that the product would take 1- 2 days to ship out, so I could expect it to be sent no later than Friday, May 1st. May 1st passes by and my order still shows as processing. I contact a 2nd rep. who tells me that the crib is actually custom made and requires up to 5 days to be shipped out. Huh?! Target, Buy Buy Baby, Babies R Us, etc. all sell this crib, both online and in-store, so how is this custom made? And if it is, why didn't Overstock state that in their description of the product, so that customers could be made aware prior to purchasing? It's now May 4th and my order is still processing! I've spoken to countless reps regarding my order and have been given excuse after excuse, such as: 1.) It's custom made so it takes longer 2.) I placed the order on April 30th, not the 29th, so it hasn't been 5 days yet. When I told the rep., named ****, that I have a copy of the invoice showing that the order was placed on the 29th, he ignored me and proceeded to end the chat 3.) Orders take 5 days to process, although a different rep told me 2 days 4.) It's oversized, so there's a delay in shipping. Again, this is not stated anywhere in the description! And just a few hours ago, another rep told me it may not ship until the 7th! That's 8 whole days, which is 3 days over the 5 day processing time. I contacted the reps via online chat, so Overstock should have copies of these conversations in their archive. I even considered expediting the shipping, but it costs over $200 and, according to Overstock's description, items are delivered only one day prior to standard, so it's hardly worth the cost! I truly believe Overstock is not prioritizing my order because I paid nearly $40 less using a promo code. I've spoken with, and also read about, people who've had similar experiences when purchasing with a promo code as opposed to full price. This is illegal! I paid for an item so I should receive it in a timely matter. I purchased this item for a relative's daughter who has outgrown her bassinet and now I have to tell her she has to wait **** near 2 weeks for a new crib? I will, without a doubt, proceed with a lawsuit if this isn't rectified by Friday.

Desired Settlement: Deliver my crib ASAP and refund me a portion of the money I spent; I don't care if it's $30! This is such a hassle-- I have to take time out of my day to make sure that you guys do your job? And I don't plan on shopping here again in the future, so a Overstock promo code will not be accepted.

Business Response: The item was Ordered on 4/29/2015 and says that it has a 1-5 business day time frame to ship. The item shipped out in under that time on the 05/04/2015, which is the 3rd business day.
It arrived 2 days later on the 6th. The item was ordered and delivered within (5) business days, which is the advertised time just to leave the warehouse and very timely. The Customer received $***** discount Off her Order at the time of purchase using a Coupon discount and no further discount is possible. 

Thank you.

5/16/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently ordered Simple Living 5pc Laurel Dining Set Item#: 16696252. The order was delivered in three separate packages, one table and two sets of chairs. I spent over an hour putting the table together, opened the chairs only to realize the wood did not match. After comparing the table to the picture online at the Overstock.com website I realized they did not match, I was sent the wrong table. I contacted Overstock.com and they told me they would be sending me a new set and I would not have to repackage the wrong item (the table), someone would be scheduled to pick it up. I received the second set and once again, the table was not the table represented on their website, it was the same table I was originally sent. Clearly this was not an original set, it was furniture put together to make a set and falsely advertised which is misleading and highly deceptive. I contacted Overtock.com to arrange for a pickup (as they stated) and they told me I would have to take everything apart (which took hours to put together, a table and 4 chairs) and repackage it myself for a full refund which was not what I was told from the original customer service representative. They also told me they would only send UPS here to pick up the materials fully packaged, I no longer have the packaging and they would not send me any boxes. For me to take apart four chairs and a table and repackage would take hours not to mention I have a replacement set taking up space in my apartment. I simply requested for all the time, dissatisfaction, lies, false advertisement and deception to refund me the full cost and allow me to keep the chairs I spent hours putting together. I believe this is a blatant fraud crime and do not want to give Overstock any of my money or business.

Desired Settlement: My desired outcome is to receive a full refund for Simple Living 5pc Laurel Dining Set Item#: 16696252 and as a complimentary service keep the chairs free of charge. I believe this is complete fraud as I did not receive the table pictured on the website (after two deliveries) and spent hours of time assembling the product.

Business Response:

Hello to whom it may concern,

 

The customer did contact us and has a legitimate concern.
That is why we are accepting the return and compensating the customer with a
free Overstock Club O membership and $****** in rewards ( used like in-store
credit ) Overstock does not agree in refunding the customer at full cost and
keeping a portion of her order. The customer has agreed to keep the chairs and
we will refund half the cost to her in the amount of $******. We are currently
sending a carton for the customer to ship one of the tables back to us using
UPS tracking number: ** **** *** ***** **** – delivering on 5/14. Customer’s
return merchandise authorization number is **********. From there we will be
issuing a call tag for the merchandise to be picked up and returned back to our
warehouse. Once it’s returned then we will be refunding the customer said
amount $******. This issue is still currently in the works.

 

Best regards,

 

***** *.

Executive Relations

Overstock.com

5/14/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a 3 x 5 beige rug (details below) on April 7, 2015, and still haven't received. Overstock sent me the confirmation below that it was delivered on April 24, 2015.. I never received my rug. Instead on April 27, 2015, I received a beige runner that I never ordered. I can't seem to get anywhere with this company. I see, on their site, they have I ordered the runner on April 15, 2015--but I didn't order this runner. I looked for a confirmation like I received for the rug--I never received one for the runner.because I never ordered it. Below is a summary of what UPS has delivered as of April 24, 2015. UPS Delivery Information Product Name Order # UPS Tracking # UPS Delivery Status Safavieh Cozy Beige ***** Rug (3' x 5') ********* ****************** Delivered

Desired Settlement: I would like the rug I ordered delivered. I want Overstock to send me a return, paid, label to return this runner to them, or they can have UPS pick it up. If they charged me for the runner, that I didn't order, I want them to refund my account. I really like this rug, and I am afraid they are going to come back and tell me--it's out of stock., The runner was delivered with no information on the packaging slip. I have no idea of the amount. I opened the packaging never expecting the wrong item was sent.

Business Response: Hello,

The customer placed order number ********* on 4/07/2015. According to the tracking information, there was a problem in the carrier locating the shipping address and the item was delivered to the wrong address. We submitted a replacement order number ********* and according to the tracking, it was delivered on 5/04/2015. 

As for the mentioned beige runner rug, the customer contacted us on 4/15/2015, asking if they had actually placed the order or if they forgot to submit, which was the final step. We informed the customer that the order was not yet placed and that the customer could submit the order with the chat agent online. We asked for the final order number but the chat went idle and was disconnected due to no contact for 60 seconds. Shortly after that, order number ********* was placed for the Safavieh Cozy Beige Shag Rug (2'3" x 7').

The customer is now working with our customer care department to return the Safavieh Cozy Beige Shag Rug (2'3" x 7'). The customer asked for another return label and we have again, sent a return label. All correspondence has been via email as the customer's phone number on file is not in service.

Thank you,
Overstock

Consumer Response:

 
Complaint: ********

I am  rejecting this response because: They sent me a return label that isn't pre-paid. I did not order that 2.3 (whatever size it is) and I am not going to pay for the return. I know what a pre-paid

return label looks like (it says in the right hand corner: no postage necessary) and their label did not say this. This is the reason I requested a second one. In addition, I want to know

if they charged me for the item? If so, they need to credit my account. I would have never opened the packaging, and would have just refused it, but there was absolutely no information on this rug.

 I believe, their warehouse sent the rug out by mistake. This whole order was totally screwed up. They had no idea what I was talking about when I told them about the wrong rug being delivered.

I took a look at my order--and I have no idea what they were doing.

I have ordered with this company before. They have my address on file, so I don't know what the problem was that they messed up my address. I finally received the wrong I ordered

on May 4, 2015--almost a month later.

Sincerely,

**** ** *******

5/13/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: March 24, 2015 Order# ********* Total Price: 432.89$ I still have not received this item and this is the third time that the carrier has missed delivery and says its lost now. I have contacted the CSR's mutliple times and they have no idea where things are. They are holding up my money and are not refunding my money despite multiple requests. I was promised on Apr 21st my refund will be issued within 72 hrs if they were unable to locate the item. I called them, chatted with them again and now they say the carrier has not replied and they are unable to refund my order amount.

Desired Settlement: Full refund of 432.89 plus 600$ compensation for my 3 days

Business Response:

Hello,

On 4/21/2015, the customer contacted us to find out the location of their order. Since the item was ordered on 3/24/2015, we had to perform a dock search with the freight carrier as they could not locate the delivery to their hub. The results of the dock search came in to us on 4/27/2015 informing us that the freight was damaged in transit and they were not going to be able to deliver the order. On 5/01/2015 we issued the customer a full refund back to their original form of payment. Due to the inconvenience on our part with the freight carrier, the customer also has in-store compensation to use toward a future purchase with us.

Thank you,
Overstock

5/5/2015 Delivery Issues
5/1/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order with Overstock yesterday morning because another merchant was dragging their feet on providing the same item. As it turns out, the original merchant just wasn't communicating the shipping information, and the package had actually been on its way here for two days.Overstock rammed their duplicate order through despite being told multiple times it was a duplicate, that the order was no longer necessary and to cancel immediately. Overstock's order wasn't even due to arrive for another week anyway, which should have provided more than enough time for interception.I ch***ed in with three different Overstock representatives yesterday. All three of them assured me that, though the order had been sent to the warehouse, it could and would be pulled before shipping. Nonetheless, I woke up this morning to a UPS notification that the order had shipped anyway. Clearly nobody bothered to pull the order after all.A fourth representative just now claimed they could intervene through their UPS contacts, re-route the package, and refund my credit card, but at this rate I have very little confidence that this will occur, let alone in a timely manner. I particularly resent being given false and misleading information by three other people.

Desired Settlement: Refund, and written reprimand on file for employees who gave out false information.

Business Response:

Hello,

On 4/24/2015 the customer placed an order with us online. Later the same day, the customer requested that we cancel the order. Once and order has been submitted in to our system, there is a small window to cancel the order before it has processed. Once it has processed, we aren't able to cancel the order in most cases. I have included a link to our cancellation policy.

https://help.overstock.com/app/answers/detail/a_id/15 

Although the order had processed, as an exception, we sent a request to our warehouse to see if they could stop the item from shipping and we would notify the customer within 1 to 2 buisness days if it was cancelled. The customer contacted us 3 more times the same day but was told that we had the request in to the warehouse and that we would follow up with them.

On 4/27/2015 We informed the shipping carrier that we needed the package rerouted. The customer contacted us the same day and we informed that once the tracking information has updated to reflect "Return to Sender" we would issue the refund. We have to wait for an updated scan to ensure that the item isn't delivered.

On 4/28/2015 We sent an email to the customer to inform them that they will receive the refund information once it has been issued.

On 4/30/2015 The tracking updated to reflect that the item will be returned to our warehouse. The customer's refund has now been issued.

Thank you,

Overstock 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ***

4/25/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Are you kidding me I paid 221.00 for this chair its only 5 months old and your only gonna offer me a 40.00 credit OMG this is outragous so you on tell youyr customers buy from us and in 5 months the product you buiy won't be any good NOOOOOOOOOOO I WANT A NEW CHAIR -------Original Message------- From: ***@overstock.com Date: 4/3/2015 8:32:28 AM To: *************@comcast.net Subject: Regarding your Comfort Products Commodore II Big and Tall Leather Executive Chair [Incident: *************] Overstock.com Thank you for contacting Overstock.com Customer Care. ****** *. from Overstock.com 04/03/2015 06:32 AM Hello *******, I’m writing today in response to your recent contact about being compensated for your Comfort Products Commodore II Big and Tall Leather Executive Chair that is not functioning properly. I am happy to help you today. I am very sorry to hear that you are having troubles with this chair. I can definitely go ahead and offer compensation to keep the chair as-is. Below are a few options we have regarding compensation for the Comfort Products Commodore II Big and Tall Leather Executive Chair. Please let me know which option you would like me to move forward with: 1. We can issue 10% ($20.00) back to your Visa, and also apply $25.00 of in-store credit. 2. We can issue 15% ($30.00) back to your Visa card we have on file. 3. We can issue 20% ($40.00) as in-store credit that can be used towards your next order with us. Please let me know if there is anything else I can do for you with this or any other issue. Visit us again soon for great savings on our name-brand products. Sincerely, ****** *. Overstock Customer Care ------------------------------- Hello *******, I am writing today about your Comfort Products Commodore II Big and Tall Leather Executive Chair. I have just been informed that we had a new shipment of these chairs arrive in our warehouse. At this time, I will need to see some photos of the item in order to release a full replacement. If you have access to a digital camera, please send pictures of the item to **************@overstock.com. Please include your order number ********* in the subject line of your email when you send the images. If you are unable to send pictures, please let me know and I will arrange for pickup of the item. Please note that upon inspection at our warehouse, return fees may apply if the item is found to not be defective or incorrect. I apologize for this inconvenience and if there is anything else that I can do for you, please reply to this email and I will be more than happy to help. Sincerely, ****** *. Overstock Customer Care so i sent the pics and then i was in my bank today and noticed instead of a replacement they sent me a $40.00 credit which is unacceptable.the one email said if i send pics they would do a replacement and they did not the lasty email was we will contact you in 1-2 buisness days

Business Response:

Hello,

 

On 12/02/2014 the customer received their order for the
Comfort Products Commodore II Big and Tall Leather Executive Chair. They
contacted us 12/11/2014, within the return timeframe, to inform us that the
chair was defective and that they would like to return it. The customer was
provided a pre-paid return label along with instructions of how to return the
chair but they did not utilize the label or return the chair.

The next time we received contact from the customer was 4/02
asking for a replacement chair. The customer was informed that we could issue a
partial refund to keep the chair as-is because it was now past the return
timeframe, plus the customer was given the manufacturer’s information as that
is who the limited 1 year warranty. The manufacturer has replaced the gas tube
that went out twice and customer has been given $****** total to keep the
product as is.

On 4/3, I do show record that we would issue the customer a replacement
if he sent us photos. Customer did send us photos. Meanwhile the manufacture
sent the customer the second gas tube. The customer is still unsatisfied and
still wants a replacement. If the customer can contact Overstock and we
re-charge him the $*** that we gave to him, we will agree to ship him a replacement.
If customer is okay with this, have him call Overstock and refer to reference
number: *************.

 

Please let me know if you have any questions.

 

Best regards,

 

***** *.

Overstock Executive Relations

4/23/2015 Advertising/Sales Issues | Complaint Details Unavailable
4/17/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a 180 lumen headlamp from overstock, when the product arrived it was a 112 lumen headlamp. i contacted overstock for a replacement they told me it was non refundable! I was asked to wait 1-2 business days, 2 days later no contact. I contacted overstock again and was asked to wait 1-2 business days on day 3 they contacted me and sent a replacement headlamp, which was identical to the incorrect product i received the first time. Ive contacted overstock several more times and have been asked to wait 1-2 business days, and overstock fails to contact me in the time frame given. I believe overstock is falsely advertising products to lure customers in, and then they try and stick you with the incorrect product and offer no option for resolving with a customer service representative. buyer beware overstocks return policy is a nightmare they will ship incorrect products and ignore you as long as they can.

Desired Settlement: I would like to receive a 180 lumen headlamp via overnight shipping and i want the product verified before its sent out!

Business Response:

Hello To whom it concerns,

I have reviewed this case concerning the Cyclops Titan XP 180
Lumen Headlampsthat the customer purchased.

It is our understanding that the item was put on our website in error stating that
it was a 180 lumen lamp. We sincerely apologize that this happened and we are
adjusting our site accordingly.

We are offering to allow the customer to return the item for a full refund we can
also assist the customer with purchasing a new one with the 180 Lumens that he
is looking for. With a %20 discount.

For the customer to make claim on this offer please advise for them to call me personally at ************
Sincerely 

******** *****
Executive Relations


Consumer Response:  
Complaint: ********

I am rejecting this response because:

My experience feels more like a scam then a mistake, I was forced to wait 2 business days for a response, at which point overstock failed to respond in the time frame given.  That occurred over and over for a full month.  The headlamp was purchased for a ski trip that was last month.  Overstock failed to correct the problem in a timely manner leaving me no option but to purchase the headlamp from another company. *************** mailed me the product they advertised, it arrived on time and with no issue, far better experience then I've had with overstock!  After wasting  countless hours chatting with overstock customer service, and not receiving the contact promised in the time frame given over and over. I won't purchase from overstock again. I don't want your 20% discount, a couple dollars isn't worth the time and headache involved with a simple purchase at overstock!  &

Sincerely,

**** ******

4/17/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a kitchen table with four chairs for $469.99 on 8/23/2014 delivered on 8/27/2013. On 3/18/2015 I contacted Overstock that one of the chair legs was broken at the seat area, an obvious manufacturer defect. I sent them pictures as they requested. They emailed me back saying it was out of the 30 warranty and all the could do was link me to a web page that shows where I could purchase two new chairs. I returned their email with a response saying this was unacceptable and how could they only warranty furniture for 30 days. They then offered me a 12% discount on a future order. I then laughed and asked them If I could at least 'purchase' a new leg. They responded 'no' and again offered me a discount in their 'membership club'. I assured them I wouldn't be purchasing anything from them again if they don't stand behind their products and therefore would not consider the discount or the membership club.

Desired Settlement: 30 days is ridiculous warranty for furniture. I have a broken kitchen chair. I would like a new chair or at least a new leg so I can replace it myself.

Business Response:

Hello,

The customer placed an order on 8/23/2014 for the White 5-piece Dining Furniture Set. The product page indicates the warranty is covered by a 30-day manufacturer's warranty and the accidental damage plan was not ordered.

On 3/16/2015 the customer contacted us stating that the leg had broken on the chair. The customer was informed by the phone agent that although it was past the timeframe of the warranty, we would attempt a parts request. On 3/17/2015 a photo of the broken chair was attached to the customer's account.

On 3/23/2015, the customer was informed that we were unable to provide parts for the chair due to the expired warranty but an link was given if he would like to purchase another set of chairs and when the customer refused, we offered the option to purchase a chair leg along with a 12% off coupon toward a future purchase; however, we were unable to obtain a chair leg for the customer. WE offered a partial refund to their credit card or a free Club O Rewards membership with Reward Dollars.

In reviewing the situation at this point and because Overstock stands behind their products, we are willing to make an exception for the customer; however, we will need to work with our supplier warehouse to see if what is needed, is available. For assistance with this issue, the customer may call ************ and ask to speak with ****** *., if ****** *. is not available, the customer may leave their order number ********* and phone number with the agent and they will be contacted back as soon as possible.

Thank you,

Overstock

4/15/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have been trying to purchase an ottoman from this business online. The listed sale price was $44.99. When I tried to put the ottoman in my "shopping cart" online, it kept saying I was adding a set of two pillows to my cart. There was no other reference to the pillows on the site, and the description/picture clearly matched the ottoman. I did a live chat with Overstock and was told that the "bug" would be fixed within 24-48 hours. When I asked if the ottoman would still be on sale, I was told that they couldn't guarantee "such a big ottoman for such a low price". I then tried to email Overstock and chatted with ***** *. who kept insisting that I was contacting them about some pillows. The representative tried to blame the issue on Sears! Also, the ottoman is still listed at that price on the website: http://www.sears.com/dartmouth-four-sectioned-espresso-leather-cube-storage-ottoman/p-00841760000P . I have contacted Sears and was told that this is an issue with Overstock.

Desired Settlement: I just want to purchase the ottoman at the listed sale price--especially since the ottoman has been listed at that price for several days since I initially tried to purchase it and put in the complaint. I expect Overstock.com to honor their advertisements and not try to pass the blame on other companies. I would also like an apology from ***** *., the "customer care" representative for disregarding everything I was saying in my email correspondence, but I will be satisfied with being able to purchase the ottoman on sale.

Business Response:

Hello,

The customer contacted us on 2/27 and 2/28 regarding the Dartmouth Four Sectioned Black Bonded Leather Cube Storage Ottoman listed for $44.99 on our Sears affiliate site. When the item was placed in the cart, it changed to a set of pillows for $44.99. The customer was informed by three customer service agents that this was a bug in the way it was loaded to the Sears site and that we would fix it immediately. The image has since been fixed to correctly reflect the pillows for $44.99 instead of the ottoman.

Anytime there is a pricing issue or a bug with an image on our site or on our 3rd party affiliate's site, it is corrected as soon as it is found. We are also not obligated to honor the price shown. This can be found under the 'PRICES, AVAILABILITY AND ERRORS' section by clicking on the link below.

https://help.overstock.com/app/answers/detail/a_id/63

The link for the Sears Terms and Conditions, this information can be found under 'Pricing Policy' and then under 'Pricing Errors' on the Sears affiliate site.


http://www.sears.com/cstermsofservice/nb-100000000022530

Currenlty, the ottoman is not offered on the Sears site by us but can be purchased on the Overstock site by clicking on the link below.

http://www.overstock.com/Home-Garden/Christopher-Knight-Home-Dartmouth-Four-Sectioned-Black-Bonded-Leather-Cube-Storage-Ottoman/4787552/product.html?searchidx=1


Thank you,

Overstock

Consumer Response:  
Complaint: ********

I am rejecting this response because of inaccurate information in the reply, as follows:

"The customer contacted us on 2/27 and 2/28 regarding the Dartmouth Four Sectioned Black Bonded Leather Cube Storage Ottoman" -- I also contacted Overstock on March 3rd.  Every time Overstock responded, they ignored my issue and insisted that I was contacting them about pillows.  Why are they just now acknowledging that I contacted them about the ottoman?

"The customer was informed by three customer service agents that this was a bug in the way it was loaded to the Sears site and that we would fix it immediately. The image has since been fixed" -- It was not fixed immediately.  It took over 5 days for the item to be removed.  During that time, the ottoman was still listed at the sale price. This also makes this statement inaccurate: "Anytime there is a pricing issue or a bug with an image on our site or on our 3rd party affiliate's site, it is corrected as soon as it is found."

I am also rejecting this response because the company offered no indication that they were interested in coming to a comprise or an appropriate solution, and were in no way apologetic.  

Thank you.

Business Response: Hello,

The issue regarding the Dartmouth Four Cectioned Black Bonded Leather Cube Storage Ottoman was due to an incorrect image upload on the Sears site. The pillow reference is because the $44.99 price that appeared to be for the Ottoman was acutally for the pillows; this could be seen when the item was placed in to the cart.

As stated in the Overstock Terms and Conditions, once an error has been identified, we work to correct the issue. Due to the many systems involved, the changes can take a few days to update. The image has since been corrected.

Thank you,

Overstock

Consumer Response:  
Complaint: ********

I am rejecting this response because it is, in essence, the same thing that they already stated.  The company is still unapologetic and unwilling to offer any sort of compromise.  They also stated that the issue, "was due to an incorrect image upload".  This is only partially accurate, as the image, title, and description all matched the ottoman.  The pillows only came into play in the online cart.  I would certainly not have complained if the title said "pillows" but showed an incorrect picture!  


Thank you.

Consumer Response:  
Complaint: ********

I am rejecting this response because it is, in essence, the same thing that they already stated.  The company is still unapologetic and unwilling to offer any sort of compromise.  They also stated that the issue, "was due to an incorrect image upload".  This is only partially accurate, as the image, title, and description all matched the ottoman.  The pillows only came into play in the online cart.  I would certainly not have complained if the title said "pillows" but showed an incorrect picture!  


I expect to see that the company is apologetic for the mistake.  If the business is unwilling to own up to their mistake and honor the listed sale price, then I would like some sort of discount on my next purchase or store credit as a good-faith effort, on the part of Overstock, to keep the business of myself and those I am in contact with.
Thank you.

Business Response:

Hello,

The unfortunate experience occurred on Sears.com. The customer may want to follow up with them for additional information.



Thank you,

Overstock

Consumer Response:  
Complaint: ********

I am rejecting this response because: Overstock is passing the blame on Sears when the technical issue was an Overstock problem.  I have already verified this with Sears, which has been very helpful in this process. 

I am tired of bantering with a company who is uninterested in salvaging relationships with their customers.  What is the next step in closing this case without accepting their childish attempts to avoid the issue?

Sincerely,

**** ******

4/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a mattress from Overstock.com towards the end of September in 2014. I had never purchased furniture or anything of this magnitude online, so I opted to chat with one of their online specialist/representatives. I told the specialist/representative exactly what I was looking for. I wanted a full size mattress that was comfortable (soft, not firm), and that was a quality product. Well, the mattress was not comfortable! However, I realize that the level of comfort could/can be perceived differently depending on the individual, so I decided to move on and let it go. The thing that I'm not okay with is the quality of the product. The mattress is literally a piece of foam inside of cheaply made mesh material cover. The mesh cover started ripping sometime in November but It was just a tiny rip, so I just flipped the mattress. I left to go out of town shortly after and returned home in February. Since my return home that small rip has spread to the point that the foam is fully exposed on one side. I'm a college student on a budget and I don't have money to continually replace items because companies sell items that aren't of quality. Additionally, they have a set policy that doesn't allow customers to return a mattress once it's been opened and because several months have passed it doesn't matter that I'm suffering. I've purchase this mattress 6 months ago, but it has only been used for 3 months (since I was out of town for 3 months). Therefore, this mattress should not be falling apart.

Desired Settlement: I would like a new mattress. A mattress that fits the requirements that I previously stipulated: comfortable and quality. By quality I mean one that will not fall apart after 3 months of use.

Business Response:

Hello to whom it may concern,

 

Regarding customer order number: ********* – the customer
was correct in stating that once the mattress is opened and used, we cannot
accept returns due to the nature of the product. The customer could contact the
manufacturer to look into replacing the cover of the foam mattress at ************.


 

Sincerely,

 

***** *.

Executive Relations

Overstock.com

4/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I visited the Google shopping page to search for a patio dining set. Listed was a sponsored advertisement for overstock.com for a 9 piece patio set for $246.99 the description stated "The 9-Pc Belfast Teak Extendable Dining Set by International Home (SC Dian_Oval/Sumpos) is sure to make your patio everyones favorite place for outdoor dining. The set takes the traditional look of 100% high quality teak wood while featuring modern and attractive design. It seats 8 adults comfortably and includes 8 armchairs and an extendable table that can accommodate parties of varying sizes. The table has an umbrella hole built in should you need any shade while you dine. Also included is a bonus container of Ferons Wood Sealer Preservative for protection of the plantation-grown teak wood to ensure longevity and durability, using penetrating oil that works great against the effects of air pollution, salt air, and mildew growth. For best protection, perform this maintenance every season or as often as desired. Set Includes: eight (8) armchairs and one (1) extendable dining table. Dimensions: Dining Armchair: 26"W x 24"D x 43"H Extendable Dining Table: 39"W x 71-95"D x 29"H." When I clicked the link to purchase it I was re-directed to overstock .com and it showed the price was for only 1 chair. I then contacted overstock.com to see if they would honor the price they have advertised and they told me they could hot and sent me a link to view the whole set for how much it really costs. I feel I have been falsely advertised to and they should do the honorable thing and honor the price they have listed.

Desired Settlement: I wish to still purchase the item, but would like the price they had advertised.

Business Response:

 

To whom it may concern,



We checked Google for the item The 9-Pc Belfast Teak Extendable
Dining Set by International Home and we saw several other shopping platforms that
this set is sold with the price ranging from $2,307.95 - $2,641.99. I clicked
on Overstock.com and I see the price listed for $246.99 and it's one chair.
This appears to be a Google cached page and because it belongs to Google we
cannot honor or make changes to their data.



 

Respectfully,

 

***** *.

Executive Relations

Overstock.com

4/9/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On March 14th, 2015 I had ordered Apple iPhone 6 Plus 128GB 4G LTE Unlocked GSM Cell Phone with iOS8 for $1,436.60. On March 17th I receive the package via UPS to find that inside the package was an iPhone 6 Case, and not the product I had ordered. I contacted Overstock.com where I had spoken to *****. ***** had requested pictures of the product that had arrived inside the box. I sent her pictures on March 18th, 2015. ***** was starting to research and try to find what had happened with the order. Reference ************. On March 20th I received an email from ****** * saying the investigation will take longer and that " the warehouse that sent this order out doesn't carry that case at all so I am thoroughly investigating this to find out what is going on." I was initially told that this is will be finished within 3-5 business days. I had emailed asking how long will this exactly take and that there is a substantial amount of fund being taken from my credit card when I do not have the item in possession and I have the wrong item instead. They said they will be calling the Warehouse, Carrier, Apple, etc to see where the item is. Tuesday March 24th, still investigating. On Wednesday March 25th I received a call from *****, customer service supervisor who needed more information. ***** also had stated that they had to call Apple to give them the IMEI # where they can kill the phone, incase if someone stole it they would not be able to activate it. She also had stated that this was only suppose to take 3-5 days and not 7 business days to complete and that they will refund me once they complete everything on there end. March 27, 2015 I receive a call from ***** ******* leaving a voicemail saying that the item was sent to me was never in their warehouse and that the iPhone was shipped to me and that I would have to return it in order to get a refund. In addition, he was going to close my account. I am not sure how I can ship back the iPhone to Overstock.com since I do not have it in my possession and only have the wrong item which is a iPhone 6 Case. In the message ***** had left me, he has assumed that I have the iPhone and it sounded like he basically is accusing me of stealing the Iphone. Falsely accusing someone of stealing is unlawful. I would like to speak to someone with is higher than him such as the CEO of the company and would like a refund back on product I never received.

Desired Settlement: Refund and Speak to the CEO of the company.

Business Response:

Hello,

On 3/13/2015 the customer contacted us asking about our return policies and the returns process if an incorrect item is received.

On 3/14/2015 the customer placed an order for the Apple iPhone 6 Plus 128GB4G LTE Unlocked GSM Cell Phone with iOS8.

On 3/17/2015 the customer contacted to let us know that they didn't receive their phone that was ordered but instead received a phone case.

Since this item is a high value item, we needed to investigate all avenues related to it, including our the customer's order, our supplier warehouse and our shipping carrier. When we contacted our supplier warehouse, we were informed that they do not supply phone cases, they only supply phones.

Based off the information found from both our research and the customer's information, we refunded the customer in full on 3/30/2015. The customer will want to check with their financial institution regarding their refund posting timeframes.


Thank you,

Overstock

Consumer Response:  
Better Business Bureau:

**** was amazing from Overstocks Executive Relations, and after all the hassle I went through with ***** *******, **** understood the issue and made the return and refund smooth. 

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *****

4/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made a purchase online but unfortunately the product was not I expected to received, when I tried to make a return my transaction record was deleted. Supposedly there is no record of the purchase I made and therefore I cannot return the item.

Desired Settlement: The company is making false advertisement on return items

Business Response: Hello,

I have researched this customers complaint in regards to the order information that the customer thinks got deleted however under our system I was unable to locate any past communications with the customer.

After going over all the records and doing a search by the customer's name I was able to locate the order and the reason it was not able to be located before is because there was a misprint in the email address on the order.

If you can please contact me at ************** and request to speak with me I will be able to resolve this issue for you.

Thank you,

****** *.
Overstock Executive Relations

4/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a couch from overstock for $1,385 and the quality was crappy to say the least. It was also ripped. I called to have it returned, sent pictures of the rip. I want a credit immediately on my account. No one has gotten back to me regarding picking up the couch and issuing the credit. I want to purchase another couch but have to wait for the credit. I call again on Friday March 20th and they said I now have to wait another several days to get the credit and to find out is someone is going to pick the couch back up.

Desired Settlement: immediate refund.

Business Response: To Who'm It May Concern,

Upon reviewing the customers account which shows the customers communication with us I was able to find that the customer contacted us by phone on 03/18/2015 in regards to the rip in the couch and the quality, the agent who spoke with the customer had to escalate this issue to the appropriate department.

On the same day 03/18/2015 an agent from the Oversized Items Department sent the customer an email requesting pictures of the rip in which we received the pictures later that day, the agent who the customer spoke with in the Oversized Items Department was unable to follow up with the customer anymore on that date however we received another contact from the customer on 03/20/2015 in which the customer was advised that we have received the pictures and the agent who took over the issue contacted our warehouse to provide the pictures so that we where able to file a claim in regards to the damage to the sofa.

We where advised that the customer can dispose of the sofa as they see fit and we contacted the customer on 03/21/2015 to advise the customer of this as it was suggested she donate item and we would process the customers refund.

The refund was issued on 03/24/2015 in which the customer will see the credit once the financial institution used has gone through the refund posting time frame.

Thank you,

Overstock Executive Relations

4/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an engagement ring from Overstock.com in November of 2014. The item purchased was a 14k White Gold 1ct TDW Princess-cut Diamond Halo Ring (I-J, I1-I2), order number *********. In December of 2014, my fiance discovered a diamond nugget missing from the band. I contacted Overstock, who informed that I was eligible for a replacement. I overnighted the ring to their headquarters. My next contact was a call informing me that the ring could not be replaced because my fiance had placed a spacer on it so it would fit her finger properly. This did not sit well with me, but I let it slide. I was told the ring was being sent to the repair facility and I should have it back within seven days. After not receiving the ring during that time period, I phoned overstock, who told me it was set to be sent out the next day. It was not. I phoned on the second day and was told it was just being processed for shipping. All told, my fiance was without her ring for a solid month, while Overstock repaired it. In March of 2015, two gems, including the repaired gem, again fell off the band. I am not pleased with the product nor am I pleased with the run around given me by overstock.com for a month. Very disappointed in the repair job and felt this could have been prevented had they made good on their product by offering me a new one instead of telling me they could not take my altered ring. I paid too much and valued this jewelry too much to have a ring fall apart twice in just three months.

Desired Settlement: I would like for Overstock.com to provide me with an offer to replace the ring with a new one, or refund the initial amount I paid for the ring, which was $1,300.

Business Response:

To Whom It May Concern,

On 12/15/2015 we received communication from the customer through our chat service in regards to returning the ring as the customer stated that a diamond has fallen out of the ring on the band portion, during this communication we advised the customer that we can request a replacement in which we sent the customer the return information as per our policy for jewelry items of this value.

We received the ring on 12/19/2014 for the replacement however it was not mentioned by the customer that the ring had been altered in which our warehouse provided a picture of the ring that was received, We reached out to the customer on 12/22/2015 to discuss the alteration of the ring as we denied the replacement once this was found out.

We offered on 12/22/2015 to contact our supplier of the ring to see if they would be willing to replace or repair the ring in which the customer gave permission to allow us to send the ring to our supplier in which we shipped the customer's ring with UPS on for the repair or replacement on 02/24/2015.

On 01/08/2015 the customer contacted us back as they had not received the ring back from our supplier so we transferred the customer to our jewelry department to discuss this issue in which the customer was advised that the ring would ship out on 01/09/2015, on 01/12/2015 the customer contacted us again by phone for another update on the repair status of the ring and customer was informed again that it would have been shipped by 01/09/2015 and customer advised us that they will wait until the end of the day to see if they were sent a tracking number in which this was the last communication we have had with the customer.

Our supplier offered and performed the repair service in which the customer received when the item purchased was not purchased with an extended warranty which was offered at the time of purchase, per our return policy for jewelry we are unable to accept the return of the ring for a replacement or a refund as the ring has been altered.

A link to our jewelry return policy is included below:

https://help.overstock.com/app/answers/detail/a_id/192/c/1

As stated in our return policy we will only accept returns for non-altered rings.


Thank you,

Overstock Executive Relations.

4/2/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received an email that said $100 off your $100 purchase. I called to make my purchase and use the offer and brought this to the representative's attention. He had no idea of this coupon/error and asked me to email him the information and he would get back to me. I never heard back and called again and spoke to another rep who said she would bring it to a supervisors attention and i would hear back in 1 to 2 business days. After not hearing back in that time frame I called and was on hold for a supervisor for 30 minutes who saud she would not honor the error that was made

Desired Settlement: I want the coupon honored.

Business Response:

Hello,

On 3/05/2015 The customer contacted us regarding an email, which contained a promotional email of $100 off $100 purchase. The customer was asked to forward the email to us so that we could review it. We informed her that we would look in to it and follow up with her.

On 3/09 we informed the customer that the email that was sent, was in fact an error and we would not be able to honor it. We would be able to honor the $10 off $100. The customer requested a supervisor and was told the same information.

As stated in our help center: pricing, specifications, availability and terms of offers may change without notice. This can be seen by clicking on the link below.

https://help.overstock.com/app/answers/detail/a_id/16/session/L2F2LzEvdGltZS8xNDI2NzEwMTMwL3NpZC9jOUJ0dkVobQ%3D%3D

Thank you,

Overstock

Consumer Response:  
Complaint: ********

I am rejecting this response because:

The supervisor I spoke to said they posted a disclaimer on their site after the error was brought to their attention. I was apparently the first customer to call and bring this to their attention since two associates I spoke to had no idea that this email was sent out with this error. Their supervisors clearly did an inadequate job if any at all to inform their staff and have them relay this information to the customer.  I had to do all the follow up and I'm sure if it wasn't for my reaching out several times I would have never been contacted.  This business needs to honor the offer that was sent erroneous or not.

Sincerely,

***** *********

Business Response:

Hello,

The coupon was posted, patently in error. It was an obvious typographical error and as soon as we were made aware of it, we took the coupon down and corrected it as it should have read: $10 off $100 or more.

The information can be found by clicking on the link to our site Terms and Conditions and can be found under the 'PRICES, AVAILABILITY AND ERRORS' section.
https://help.overstock.com/app/answers/detail/a_id/63

On 3/09/2015 The customer was informed that we are unable to honor the amount stated erroneously in the email but because we made the error, we would issue $20 off an order of $100 or more. We are still willing to honor this offer. The customer may call our Customer Care department at ************ to have it issued.


Thank you,

Overstock

3/27/2015 Delivery Issues | Complaint Details Unavailable
3/25/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I went to their site to order a tuxedo. I chose the jacket size of 54L. They never gave an option for pants. I e-mailed them about it and never received a reply. The package came and the jacket was fine but the pants they sent were a size 54 W X 50 L. I wear a 44 W X 32 L. I called them and was told they send out the same size pants as the jacket and I would have to have them tailored. This was never stated when ordering. How are they going to change a 54 waist to a 44 waist? I believe they should offer the jacket and pants separate so the sizes can be ordered to what the customer needs. Product_Or_Service: Caravelli Men's Formal Wear Black Tuxedo - Bla Order_Number: *********

Desired Settlement: DesiredSettlementID: Replacement The pants should be replaced with ones that will fit and not be tailored.

Business Response: To Who'm It May Concern,

I have looked into the complaint in regards to the suit that was purchased which was the Caravelli Men's Formal Wear Black Tuxedo, After going through the product information for the suit as well as many others I have found that we do not offer the option of choosing a seperate size pants as apposed to the suit jacket when they are purchased as a set.

The customer reached out to us on 03/16/2015 for the first time regarding exchanging the pants for a different size however the customer was informed that it is not an option that is available for what the customer purchased and the customer was advised that he could have the suit tailored.

The customer contacted us on 03/18/2015 regarding the same suit as the customer wished to return it, we initiated the return for the customer and advised of the return  instructions.

At this moment the customers order is still in transit to us however once it is returned we will provide the customer with a refund.

Sincererly,

Overstock Executive Relations

Consumer Response:  
Complaint: ********

I am rejecting this response because: Although I have returned the item purchased I contacted a Taylor and the said they could not take a size 54 pants and Taylor them to a size 44 waist and look acceptable. Again, I have returned them and purchased elsewhere.

Sincerely,

******* ********

3/24/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have spoken to Overstock several times in regards to a bed that was purchased on 02/14/15. I received the bed in 2 parts on 2 different days. Then several parts were missing. The parts were not missing from the box. I apparently received 2 different parts to 2 different beds. Each box has on the front what it contains. One box contained the top of the head board and the 2nd box contained 3 2 bed rails and the small foot board along with 2 feet and bed slats to hold the mattress up. The rails and foot board look just like the bed I ordered. The top of the headboard I received looked like the top to the bed I ordered except I noticed that the fabric was slightly different. Only noticeable when yo get up close to it and it sits next to the bed. Also there is a bed pictured on the headboard box that does not look anything like the bed I actually ordered. It had a matching foot board just like the headboard. I contacted customer Chat and that person was not helpful and rude. Her solution was to request the directions to see what was missing. She also stated that would take 2-3 days. That didn't make any sense to me considering the boxes contained all the parts it said it contained and the directions that came, came with the bed rails and that also contained all the parts. So what directions are you requesting? To the headboard? Considering I believe the headboard goes to a different bed frame the directions probably wouldn't help. Then were were disconnected. So I reconnected with another customer service rep *******. She was helpful and nice. She did try her best to get the correct parts. I did appreciate her hard work with that. I supplied pictures of everything explaining what I had and went into detail about the parts that were missing. Although once the "missing parts" were located and mailed to me, they were mailed to an incorrect address. Yes they sent them to the wrong address. An undeliverable address so UPS was going to send the package back to the sender. Luckily I checked the tracking and we have a UPS rep that was nice enough to stop that from happening and gave them the correct address. The package was delayed a day but arrive the following day. I patiently waited for the package. I work from home in the mornings till about 2 pm when I go to meetings and conference calls. When it arrived I was disappointed yet again. Still missing parts. It was 2 feet and a bunch of screws. No brackets to hold the headboard to the rest of the bed. Also no directions. The feet in this case were the same fabric as the headboard and also did not match the rest of the bed. So now we have a low profile bed frame and no headboard. My husband was ready to throw in the towel at this point because we paid a lot for this bed we have yet to be able to use and keep getting disappointed. In order to mail the bed back I would have to take the whole thing down again to resend. The last customer service rep I spoke to via email seemed to have a distaste for my complaint. She was sure to say that they would do me a courtesy to pay to have the bed returned if we were dissatisfied and wanted to return the bed. A courtesy? I believe I have been more than understanding and patient in this situation. Last time I checked, if you send the wrong or incomplete product it's the responsibility of the company to pay for that anyways. I have also worked in customer service, so I know many times people take their anger out on the customer service reps and demand outrageous outcomes. This same rep stated to me that she could offer me a $40 refund for my troubles or an O membership with a $60 credit on it. Which unfortunately I will not find that useful considering this experience was a nightmare and will not be ordering anything else from overstock. I'm pretty much over this experience. I believe that I have 2 different beds to make up my bed. At this point I want a $100 refund and I'll just go buy some brackets from home depot and fix the bed myself instead of waiting for more possible parts to arrive. I feel $100 is unfair to me considering the bed is not the same color throughout but I will just deal with it at this point. That's how tired I am of the whole situation. I felt the need to bring this to the attention of a higher up so it hopefully doesn't happen to someone else. I also hope you take this bed off your website for purchase as I do not feel you have the correct parts in stock. I sent so many pictures to so many reps. Hopefully they are saved to my account but I will be more than happy to resend them.

Desired Settlement: I want a $100 partial refund and I'll just try to go buy some brackets myself. I currently have a $500 bed frame with no headboard attached.

Business Response: Hello,

I see that the customer first contacted us on 02/24/2015 in regards to this issue and at that point the customer explained to us what it was that she received on later on 02/24/2015 the customer sent pictures of what she received,  at which point we initiated a parts request with our warehouse to get the parts that where being requested.  On 02/27/2015 the parts where shipped out to the customer which the parts where then received by the customer on 03/04/2015 and the customer then contacted us later in the evening on 03/04/2015 stating that not everything was there that was requested so we initiated another request for the brackets that were missing and at this point the customer contacted us via email again and we offered the customer the componsation to purchase the brackets on her own.

On 03/09/2015 the customer was advised that the credit was issued back to the form of payment in which the customer should see the credit posted however it may not have posted yet due to the customer's financial institutions refund posting time frame.

If there is anything else that we can assist with please contact us at **************.

Sincerely,

Overstock Executive Relations

3/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'm actually filing to complaint in regards to Overstock.com "on Ebay" Basically, a purchase that I made directly through their Ebay store that I haven't been able to get any type of resolution on. I sent a message to them and haven't gotten a response at all. On March 2nd, 2015 I purchased a rug from Overstock called the "Solid Black Rubber Back Non Slip Area Rug", item # 351285061589, UPC code ************. I paid $48.95. I received the rug on March 5th. Extremely fast shipping! I'm in the process of re-decorating my house and I was fairly impressed by how fast the rug came. In my feedback to Overstock, I actually gave them a positive more specifically due to the shipping of their products. It's now Friday, March 5th and I finally got around to unpacking the rug and when I laid it out on the floor, my mouth dropped and I seriously wanted to cry. The rug is NOT what I was expecting AT ALL! Size wise, it was perfect. But I was looking for a BLACK rug. The color is wayyyyyyyyy off. I don't even know how they could label it "Black" because it's not a true black at all. It's actually almost a dirty looking, greyish, black color. Even in certain light, it looks to be a greyish purple color. Definitely not the BLACK that I was expecting and it doesn't go with my decor at all. I feel as though they totally misrepresented the color on the rug. It's more of an off black/dark grey. I even took a picture and sent it to them to see the contrast between another black rug that I have. I'm not satisfied at all and I want my money back!

Desired Settlement: I really just want a refund. I paid $48.95 for it. It's a HORRIBLE product. I feel as though it was totally misrepresented. And I'm even more annoyed because their return policy states you can send the item back but you have to pay the shipping cost. To return the rug, it will cost me more than what I even paid for it and I'd be losing even more money. I'm so disappointed.

Business Response:

Hello,

The customer contacted us on 3/07/2015, regarding her Solid Black Rubber Back Non-Slip Area Rug (5' x 6'6), which was ordered through our affiliate site, ebay. We instructed her of the return instructionss and issued a pre paid return label. The return was received by our warehouse on 3/11/2015 and the refund of $48.95 was issued back to the customer's PayPal account on 3/12/2015. If the customer has yet to receive their refund, they will need to contact PayPal regarding their refund posting timeframes.

Thank you,

Overstock 

3/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order for engagement ring on March 5th. Credit card company approved the transaction on the same day. After repeated calls to Overstock.com, I spoke with a supervisor who advised me that the transaction delay stemmed from my gender was published as male on whitepages.com. I next spoke with a manager to whom I provided my wedding date that could be verified in court documents and that I married a male. Te transaction remains in a pended state and the company has not yet processed my order.

Desired Settlement: (1) Process order and (2) discount on product via the 12% coupon currently offered to customers.

Business Response: Hello,

I have investigated this issue and have found that the first contact the customer had with us was on 03/06/2015 as to speak with our Loss Prevention department in which we transferred customer to Loss Prevention to verify the information on the customer's order.

Customer contacted us again on 03/07/2015 to speak with Loss Prevention again in which she was transferred again to our Loss Prevention department and again on 03/09/2015 the customer contacted us to speak with the Loss Prevention department.

I see that the customer is requesting that her order be shipped and that we provide an additional discount however our policy for coupons state that our coupons are not applicable to items that are currently on sale in which the customers item was on sale at time of purchase so we are not able to issue any additional discounts for the customer's order,  in regards to the customer wanting the order shipped out I have checked on the order and it was shipped out on 03/10/2015 and shows that it was delivered on 03/12/2015 in which this time frame is within the specified 3-5 business days that was advertised on the item as the order was placed on 03/05/2015.

If there is anything else that we are able to assist with please contact us at **************.

Sincerely,

Overstock Executive Relations

3/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a desk on Overstock.com based out of Utah. However, the warehouse that provided the desk was located in Atlanta Georgia. After a longer than normal period of time went by for them to contact me I contacted them. I then started receiving calls from a woman named ***** through a delivery company called ** ********. She demanded that I contact her as she has tried to connect with me four different times (and left messages) to deliver my desk. When I got a hold of her she wanted to know where I lived in the state of Connecticut. I live in San Ramon, California. When I told her this she couldn't understand that I never gave her a Connecticut address. I called the company and let them know. They then emailed me back saying that I needed to pay an extra $184.00 dollars for the reconsignment of my desk. I called them and asked why I got this charge when I had already agreed to $45.00 dollar delivery fee that I gave the go-ahead on my card. Then, this woman ***** called me at 6:30 a.m. Monday morning and asked me to pay the $184.00 dollar charge. I called Overstock.com and they said, "Oh, that's our mistake" and they took the charge off. In my frustration I told them to have the over sized delivery department to call me by 2:45 p.m. to set up a delivery or I would consider canceling the item. This is Wednesday and they still have not called me back. I am incredibly frustrated. They're late according to their own agreements set forth online. They have not communicated with me and all I seem to get is passed around because nobody really knows what's going on with my order. It's incredibly frustrating and I feel like I have no recourse other than to contact you.

Desired Settlement: fix the communication, the order, get an apology and complete the job.

Business Response:

Hello,

 

We do have an open case on this order at the moment and are
currently working with the customer. The original carrier, ***** has the
customer’s order and **** ********* is going to recover the customer’s order to
perform the white glove delivery that he has requested. ***** does not preform
the white glove delivery service the customer is asking for and this is why we
are reconsigning the shipment to **** *********. As per our records, we have
been very informative with the customer and have been in touch and following up
with him every day. Currently, the customer’s order is with ***** and we are
waiting for **** to connect with ***** to recover the shipment. Customer has
not been charged for the white glove service yet until the carrier that
actually preforms the white glove service has his item. Again, we are still working
on the matter and will not close the issue until the customer is fully
satisfied.

 

Sincerely,

 

***** *.

Executive Relations
Overstock

3/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a Sophie Tufted Beige Linen Queen-size Platform Bed from Overstock.com in late November of 2014, I received it on December 4th. I recently discovered some broken bed slats under the bed. After taking apart the bed, removing the mattress and box spring I realized that the metal support frame and legs had completely warped and broken (I can provide pictures). The middle pole that supports the frame has completely bent which has caused the legs to break and subsequently the slats are now breaking. I contacted overstock.com and provided them pictures of the damage which is clearly due to a manufacturing defect but was informed that the only resolve was to return the bed but returns need to be received in 30 days from date of delivery.

Desired Settlement: I would like either the broken parts to be replaced or to receive a replacement bed. In my mind it is unacceptable for a product of this value to be broken within 3 months and I foresee the bed being so broken it is unusable in the very near future.

Business Response:

Hello,

The customer ordered the Sophie Tufted Beige Linen Queen-size Platform Bed on 11/22/2015. The return timeframe for this is up until 1/31/2015. The customer contacted us regarding this issue, initially on 2/10/2015, which was outside of the return timeframe, to inform us that the supporting posts were now broken. As an exception we offered for them to return the bed for a full refund. We are unable to submit parts requests for our international customers. The customer declined the return.

On the same day, 2/10/2015, we emailed the customer and offered them a partial refund of $70CAD to keep as is or to find the necessary parts locally. We emailed the customer again on 2/12/2015 because we had not received a response.

On 2/13/2015 the customer replied to our emails and declined the partial refund, stating that $70CAD doesn't seem like a fair reimbursement, although it was an exception. The customer asked if we worked with a local repair shop in Canada but was informed that we do not.  
 
On 2/16/2015 the customer provided images and from the images, it appears that possibly, the bed is being moved around and it is not being supported to remain stationary. This is seen by the surrounding scratches and marks on the floor. We again offered the customer to return the bed for a full refund. The customer declined again the partial refund stating that it wouldn't cover the cost to repair the hardwood floors.

On 2/19/2015 the customer again asked for parts to be sent and how a return would work. We asked to know when the bed initially experienced problems because we were outside of the return timeframe.

On 2/20/2015 we informed the customer once again, that we are unable to ship parts. The customer then stated that they read through the international policies for defective items; however, it was for US based orders. We sent the customer the following link to inform of the Internationl policies.

https://help.overstock.com/app/answers/detail/a_id/5755/session/L2F2LzEvdGltZS8xNDI0NzM0MDM4L3NpZC90eUJtVUxmbQ%3D%3D

2/23/2015 the customer was sent an email by a supervisor and they were informed that we will issue a partial refund of $100CAD instead of the previous offer. The customer declined. 

2/24/2015 we offered the customer $150CAD. The customer didn't receive the email. So it was resent.

3/02/2015 The customer agreed to the $150CAD but only if they can be refunded interntional shipping costs. We offered $170.00CAD that was part of the customer's original shipping costs.

3/03/2015 The customer's refund had been issued through our system and customer was informed via email.

3/03/2015  The customer has now declined the partial refund asking for a return. Because the customer agreed to the partial refund to keep the bed as it is, we will not be honoring a return. All offers have been made outside of policy and as exceptions.  


Thank you,

Overstock




Consumer Response:

Complaint: ********

I am rejecting this response because I do not fully agree with the companies version of events, please see my comments below in red:

To summarise however, I would very much like to return the bed, free of charge (as per their international policy they will refund shippng costs) for a full refund. The company in their response states that this is an option, however, I was informed by ther agent on that they would not allow me to do this so this has never been an option to me before. If Overstock is now allowing me this resolution I would like to proceed with this option. As mentioned above I do not agree with the companies version of events as detailed below. I would be happy to provide copies of the email thread (which I have saved for this exact reason) that support my version of events.

 

Hello,

The customer ordered the Sophie Tufted Beige Linen Queen-size Platform Bed on 11/22/2015. The return timeframe for this is up until 1/31/2015. The customer contacted us regarding this issue, initially on 2/10/2015, which was outside of the return timeframe, to inform us that the supporting posts were now broken. As an exception we offered for them to return the bed for a full refund. We are unable to submit parts requests for our international customers. The customer declined the return.  Please note I was asked if I wanted to return the bed for a refund  as part of a bigger discussion about all my options. ,After discussing with the agent what options where available to me, I asked if I could return the bed as the alternatives were not acceptable and I was informed that Overstock's policy was all returns must take place within 30 days.


On the same day, 2/10/2015, we emailed the customer and offered them a partial refund of $70CAD to keep as is or to find the necessary parts locally. We emailed the customer again on 2/12/2015 because we had not received a response.

On 2/13/2015 the customer replied to our emails and declined the partial refund, stating that $70CAD doesn't seem like a fair reimbursement, although it was an exception. The customer asked if we worked with a local repair shop in Canada but was informed that we do not.  
 
On 2/16/2015 the customer provided images and from the images, it appears that possibly, the bed is being moved around and it is not being supported to remain stationary. This is seen by the surrounding scratches and marks on the floor. We again offered the customer to return the bed for a full refund. The customer declined again the partial refund stating that it wouldn't cover the cost to repair the hardwood floors. I am unsure where the company believes I am moving the bed to and how often they believe I am moving it, the reason for the damage to the floors is that the legs have broken and now when you get in and out of the bed they move and wiggle as they are no longer straight (as you can see from the pictures). I am very surprised that they would suggest that the bed could be moved so much within a 90 period that a solid metal support frame could break, I would suggest this speaks to the quality of their product.

On 2/19/2015 the customer again asked for parts to be sent and how a return would work. We asked to know when the bed initially experienced problems because we were outside of the return timeframe.

On 2/20/2015 we informed the customer once again, that we are unable to ship parts. The customer then stated that they read through the international policies for defective items; however, it was for US based orders. We sent the customer the following link to inform of the International policies. Please note I once again disagree, the policy I quoted was in fact from the international policy page and the link that was provided lead back to the international policy that agreed with the copy of the policy that I had provided and not what the agent quoted. Copied directly from the company’s website the policy reads :

·  Defective Product and Returns Due to Our Error
Defective items, items damaged at the time of receipt, and incorrect items received may be returned without penalty. Your shipping charges will be waived. When we receive your return, we will inspect the item and issue you a refund. If the product is not found to be defective, shipping fees will apply and/or a partial refund may be issued.

This issue came up when after discussing with the agent that they did not offer repairs, provide replacement parts and would not be offering a partial credit that was to my satisfaction I chose to return the bed for a full refund as per the original offer on 2/10/14 I was informed that it was against Overstock's policy to accept returns and offer refunds and that they were no longer offering this as a solution. This is when I contacted BBB for assistance.

https://help.overstock.com/app/answers/detail/a_id/5755/session/L2F2LzEvdGltZS8xNDI0NzM0MDM4L3NpZC90eUJtVUxmbQ%3D%3D

2/23/2015 the customer was sent an email by a supervisor and they were informed that we will issue a partial refund of $100CAD instead of the previous offer. The customer declined. 

2/24/2015 we offered the customer $150CAD. The customer didn't receive the email. So it was resent.

3/02/2015 The customer agreed to the $150CAD but only if they can be refunded international shipping costs. We offered $170.00CAD that was part of the customer's original shipping costs.
As a compromise to resolve this issue, as I was apparently not able to return the bed or receive a replacement part, I suggested that I would accept the credit of $150 as long as I also received a full refund for my shipping which was a cost of $ 161.17. It seemed unfair to me that the credit did not even cover the shipping of this item.

3/03/2015 The customer's refund had been issued through our system and customer was informed via email.
I received an email from Overstock stating they agreed to this resolution but noting the shipping that would be refunded was only at a cost of $19.15, I have no idea where this number came from as that does not match any of the records I have from the company or the amount of shipping on my receipt (shipping $22.88, duty/tax $125.89 & Insurance $12.40). I immediately emailed back stating that I declined this resolution as I disputed the amount and did not find it agreeable unless we agreed to what the shipping amount was. I did not receive a response from the company for a couple of days so I followed up with another email to the company reiterating that I did not agree to the total they had stated and if they were suggesting that shipping the bed only cost $19.15 then I could not understand why they wouldn't allow me to return the bed for a full refund.

In my mind the company cannot have it both ways, they cannot refuse to accept a return due to the amount it costs to ship the bed back to them but only refund me $19.15 for shipping costs.

3/03/2015  The customer has now declined the partial refund asking for a return. Because the customer agreed to the partial refund to keep the bed as it is, we will not be honoring a return. All offers have been made outside of policy and as exceptions. Please see comment above.


Sincerely,

**** ******

Business Response:

Hello,

It looks as though our International department has made an exception for the customer to return the bed. The customer will be refunded once the bed has been returned.

Thanks,
Overstock

3/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a woman's Invicta watch from Overstock.com with Premium Service Protection Plan in August.When I went to use it for the first time in November the gadget with which you set time and date was stuck then fell out. I sent it to the Protection Plan to fix. By December 20th I hadn't received the watch and called to see the status and was told the watch was fixed and I should receive it in 3-5 bda. January 12th came I still hadn't received the watch so I called again.On this day they told me the watch was not fixed since they were waiting for a part which just arrived and that the watch should go out by the 16th and I should receive it in 3-5 bda. February 25th I call because I haven't received the watch and first the young lady told me they fixed a men's watch when it's a woman's then she told me she couldn't find anything about the watch in the system, then she put me on hold to speak to the service center and they claimed that the address they had was addressee unknown and they must have the wrong address. The young lady asked me to verify my address and she had the correct address and apartment *** at that time she told me the service center sent it to apartment **. I spoke to a supervisor who claimed she spoke to a Supervisor at the service center who changed the address and will call UPS to resend the watch. Today, March 4th I get a message from them that they have addressee unknown at Apt ** and to call with correct address. I called and asked to speak to a supervisor explained my frustration since supposedly the correct apartment number was given to the service center yet I get this call. She became condescending and claimed she has no knowledge of the phone call of the 25th only the message about the wrong apartment. She claims that she will give the information to the service center and that they may call me by tomorrow but doesn't know when I will get my watch.

Desired Settlement: If they cannot fix or replace my watch and send it to me immediately I want a refund of the purchase price and the cost of purchasing the Protection Plus Service.

Business Response: Hello,


I am contacting you today in regards to the shipment of the watch and in response to the complaint.

Through investigation I have found that the customer contacted us on 03/04/2015 claiming that she has been having issues dealing with the warranty company and she also states that the service she has received by them has been "horrible" and that she has been given multiple excuses as to the status of her watch repair.

The customer also claims during this contact that on December 20th she was told the watch was fixed and it should be sent out soon. On January 12th watch was not fixed the part was just received it should go out soon. On February 25th the warranty company claims that what they received was a men's watch, then said they couldn't find the watch then sent it to the wrong apartment. When they asked the customer to confirm the apartment they had the right one but service center would change the address.

We have contacted the warranty company on the customer’s behalf and where advised that the watch was shipped out on 03/04/2015 by UPS however they were not able to provide us with a tracking number however we were advised that it can take up to 15 business days for the item to be received by the customer.

I have also contacted UPS in regards to this issue to find out if they had a way to find the tracking number by the address it was being shipped to however UPS claims that without the tracking number they are unable to locate the shipment.

The warranty company states that the item should be received by the customer no later than 03/25/2015.

If there is anything else we can assist this customer with please contact us at ************** and request to speak to me and I will be more than happy to assist this customer until the issue is resolved.



Sincerely,


****** *.
Overstock Executive Relations.



3/21/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Called about this item and the collection in this serious. Rep said it was made of wood top and steel. Recieved this item, unpacked this item , which was about 2,000 peices of product and packaging. After visual inspection. It looked like wood and steel. Began to assemble and nothing would fit and also discovered it wasn't stell but pressed wood and looked like steel, plus the top piece was a laminated top not hardwood. Called customer service and was strong armed into completing this item which is missing parts, parts don't fit. told them I am trying to disassemble to put back into packaging but was unable to dismantle because the bolts where stripped. This was at 10:00 PM . I was left with the despising to continue to try and dismantle, do nothing and leave me place filled with packaging all over my place which would be a hazard or assembly to the best of my ability. I decided to put this together and cleqn up the mess. Peices are missing called again to complain told everything had to go back into original packaging which was virtually impossible based on the overwhelming amount of packaging associated with this product. I had no choice but to clean this up so it was not a hazard to me or my pets and file a complaint with BBB

Desired Settlement: I want a full refund because this is not as described and the add is misleading. I want Overstock to pick this up as assembled because there is no way I can get this back into the original packaging nor can I get it dismantled because the bolts stripped, I want an apology I want these guys fined for false avertising I want these guys put out of business for strong arming the consumer

Business Response:

To whom it may concern,

The customer's order was delivered on 03/03/2015. The assembly instructions were sent to the customer as requested.

The customer contacted us on 03/03/2015 and requested that assembly instructions be emailed to him.

The customer called again on 03/03/2015 requesting to return the item because it arrived missing assembly instructions and because there were a lot of pieces that couldn't be put together.

On 03/03/2015, a return was initiated, and the return fees were waived. The return was processed for a UPS call tag and we informed the customer that UPS will come out in 3-5 business days to pick-up the order. The customer was advised to repackage the item for pick-up as the item will need to be ready when UPS comes out.

According to our records, the customer didn't want to repackage the item, for UPS to pick-up. We did explain that the item would need to be repackaged or UPS wouldn't pick-up the package. An email was also sent to the customer to confirm the return instructions.

The customer contacted us again on 03/03/2015 and advised the item received was defective. We explained to the customer that we had processed a UPS call tag and that they would need to repackage the item for pick-up. The customer advised that he would be unable to disassemble the item. We did explain that the item would need to be disassembled and repackaged for UPS to pick-up the item.

The customer called again on 03/03/2015 and explained that he would like to return the item because he cannot put it together. The customer reported that he had filed a claim with BBB regrarding the overall experience.

The customer contacted us again on 03/03/2015 to file a complaint about the item and informed us that he has filed a dispute with his financial institution. The customer was informed that as a dispute has been filed, we would be unable to further assist them with this matter.

We have researched with our dispute specialist and we are unable to confirm that the customer has filed a dispute; therefore, if the customer would like to return the item, we can assist them with a return. However,