[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] yesit has been resolved to my satisfaction
The pricing and quality of the furniture is very good. They desperately need to work on delivery issues. I'm not sure how you can legitimately call yourself an overstock warehouse when you have to order merchandise from other companies. Maybe I'm confused on the terminology, but it's a little frustrating that this fact isn't made crystal clear on the website. Another recommendation I have for them is to update their delivery time frames. Saying it "generally" takes 2 to 3 weeks for delivery seems like a convenient out when it takes longer. Much longer. I ordered furniture on 5/2/2014 the delivery finally came on 6/16/2014. Not a big deal if you're only ordering a piece or two, but I was buying furniture for 4 different rooms, including bedroom sets. They also need to better train their customer service folks (when it's actually possible to get through - I ended up emailing because I kept getting disconnected from their phone line). If merchandise is not going to be delivered in a timely fashion, than say so, but don't assure the customer that it's on it's way. They were very friendly and apologetic in email and via phone calls, but it felt pretty scripted (like you've heard these complaints a time or two before). Overall, I'm happy with the merchandise and the price I paid for it. The wait time for delivery was unacceptable, especially considering the company's refund policy. I have recommended the store to others, but I told them all to go during the weekend sales with a truck and select only what they have in stock that they can drive away with, especially if it's something they need immediately.
I ordered a couch and mattress, set up delivery and on the day of delivery they call and cancel my delivery saying the didn't have my phone number telling me to re-schedule my appointment after taking the day off workI had already waited a month and a half for the deliveryAfter complaining about the cancelation they send me an email with their internal messages attached bad mouthing meAfter reading the other complaints on this site I found others who's phone number were mysteriously lost when they didn't want to make a deliveryThe store people were nice, the delivery(when I finally got my furniture) person was nice but customer service people were rudeNever again!
On the customer's original order, the chosen mattress was at an already discounted price Once we realized this mattress was not available we notified the customer and due to the inconvenience this situation caused, we offered to upgrade to a higher quality mattress at the same sale price -discounting the mattress $ When this mattress arrived from the manufacturer it was damagedRather than deliver this out to the customer, we immediately re-ordered the mattressA $discount was offered on top of the already discounted ticketA hold was also put in place till mattress arrived so customer would not be paying on items that they had not receivedThe upgraded mattress has since come in to our warehouse in desirable condition for delivery We have notified the customer of the mattress's arrival and are attempting to get them scheduled for delivery
This is my first and last time buying from Cincinnati overstock I was in to their Florence, Ky store on 12/26/to purchase a full size mattress and box spring The first two that I chose were out of stock but could be ordered(My first clue that I should have gone to another retailer)My third choice was also not in stock and was told it would take 5-business days My salesperson assured me though that it "normally" takes less than business days days pass and I'm patiently waiting each day for a phone call telling me my order is in and ready to be picked upThe call never comes in Today 1/11/is the 10th business day so I politely call their 1-number and the girl tells me that it is ready to be picked up When I asked why I wasn't called she told me because it probably came in today So fine....I ask to schedule today after work(3:30pm) and am told that the warehouse is closed today and tomorrow but I could pick it up on WednesdayTheir name is Cincinnati OVERSTOCK but from what I can tell they don't have an overage of anythingThere are probably 10- other retailers within a couple mile radius of their location I could have gone to and would have my bed by now for roughly the same priceFirst and last time dealing with Cincinnati overstock
I walk into this little hole in the wall and approach an energetic "representative" of the store (no sales talent envolved)He gives me his elevator speech on how things work and sends me off to fend for myself unassisted- I can live with thatI pick out a table but it turns out that all of the chairs except have been sold with another piece so I must scanvage through a furniture catalog to find something that "might" matchI finally pick a product and place my order for pick upAfter placing my order and paying I am then told that it will take up to WEEKS for the product to reach the store (that was coming from Cincinnati) and be available for pick up- I can live with thatDays before the product is supposed to arrive I receive an email enforming me that tables were mistakenly ordered rather than chairs and it will be another weeks before the chairs arriveNow I've had enough, my fiance calls to complain and the best that they can do is to offer to deliver the chairs to my house at no additional chargeThey have no idea when the product will arrive and can not schedule a delivery time or dateWEEKS later (from my original order placing) delivery guys arrive at my house with boxesI was NOT informed that the chairs would come unassembledIf I wanted a DIY project then I would have gone to ***The tactics and scemes used at this establishment are simply appallingThere is no direct line to the store available to avoid customer inquiries and the customer service representative is impatient, rude and unsympatheticThe delivery scheduler is rude and impatient(I guess they think that it is odd for someone to want to know the date and time that a delivery will occur before the day of the deliveryBUYERS BEWARE!! If you choose to do business with this company GOOD LUCK to you and remember: Delivery scheduling is at the discretion of the company not the customer and assembley and customer service are not includedSo if you need furniture for next year you'd better order it today!!!
We are so sorry this feels to be taking so long We would love to get the mech in your recliner fixed We are glad you received your part quickly and are sorry for the delay with the repair service we use We will contact them and see if they can expidite the repair Thanks for making us aware of the delay We apologizeCincinnati Overstock
I had a wonderful experience with this company! They provided me with an abundance of customer care as well as a mattress that was not only affordable, but extremely comfortableI will certainly be back to shop with this company!
My wife and I just recently purchased a larger home and we are in the market for a sectional for our living room We had looked at [redacted] Furniture and [redacted] Home Furniture, sure we had seen things we liked but the total package just wasn't there We had been previously to the Cincinnati Overstock warehouse to browse when it was previously located near the airport off of [redacted] *** So when we heard they had moved to nearby [redacted] off of [redacted] in Florence we were ecstatic We decided to go in there on Sunday to see what kind of deals we could get for a sectional and ottoman We were immediately greeted by the General Manager and was very comfortable explaining what we were looking for She allowed us time to browse at our own pace while showing us a few floor models The customer service was top notch overallPlus the price on the same model of sectional we decided on was at least 300-more at [redacted] Furniture We will definitely purchase from this store again, and recommend this place to our friends!
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I do not believe that anyone at Cincinnati Overstock Warehouse has made any effort to contact us to schedule delivery We have an answering machine, and no messages were ever left We have checked our missed calls list, and there is no call from Cincinnati Overstock Warehouse listed My husband is at home most of the day, so I know for a fact that no one from Cincinnati Overstock Warehouse even lifted a finger to contact usSomeone on this delivery team is not being truthful about their alleged attempts to contact usIf you don't want to do the job you promised to do, why don't you just give us a refund and admit you don't care about your customers? We'd be more than happy to take our business elsewhereAs for your statement that I should come and pick it up: I have a heart condition and there's no way I can carry a heavy chair up two flights of stairs So I have no choice but to wait for what is clearly an unreliable and disorganized delivery team who lie about their lack of effort and won't even be accountable for their failure to follow up with me in a timely manner Again, I emailed Cincinnati Overstock Warehouse on December 15, and that's when the item arrived at the warehouse It wouldn't have killed anyone to contact me and let arrange a delivery date and time, As it is, you have an extremely unhappy customer who has initiated a petition on [redacted] to alert the [redacted] about Cincinnati Overstock Warehouse's misrepresentations of their service and delivery times Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[I did call to schedule the pickup, but it took days of calling to actually reach someone and confirm it was at the warehouse; this was finally on 4/I had also been told by the representative at the time of purchase that someone would call me, which is why I am upset that I was informed incorrectly
The table chairs were defective, and I did not order flawed furnitureThe company refused to re-order new chairs, even after their warehouse manager confirmed that the pegs on the chairs were completely out of alignment; this is what I had originally informed them of when I made the first complaintA repairman came out today and did fix the accent cabinet, which had a door that did not close; however, he stated that a few chairs would just be not steady and there was not much we could do about itHe was very kind and helpful, it just brings me to the original point, I did not order defective furnitureThe wrong table that they originally gave us even had damagesMaybe I did just have bad luck with getting out of damaged/defective items; however, it should never cause a customer mishap due to the companies faulty product(s)My biggest concern with this company is how they treat the customer; at the end of the day, they make you feel like they don't care whatsoever, and they do not bother to assist to make up for their mistakesA new end table is being ordered, and I have been told that we have to come pick it up, which is completely putting me outSince it was their mistake, they should not only deliver the item for free, but they should also put it together; since I already spent hours of my day putting together flawed furnitureThis is not how customers should be treated, and I will be taking my business elsewhere in the future, as other customers should as well
Also, I advised when I originally called that I had just wanted to cancel the whole order because I was tired of hitting a brick wall for resolutionThe representative told me that they could not even cancel my order and refund the costs, when it was their faultLike I said, they are taking advantage of customers and have the worst company policies, services, and products that I have ever came into contact with.]
Regards,
*** ***
We do not guarantee delivery dates EVER Our paperwork and staff are very clear in regards to this This customer signed paper work that states
"ALL DATES AND TIMES FOR PRODUCT AVAILABILITY ARE ESTIMATES BY OUR SALES TEAMS There are many factors that
affect the shipping times from manufacturers to us and generally we have all items 2-weeks from the time you place your order unless a special circumstance arrives PLEASE DO NOT CALL CUSTOMER SERVICE AND SAY you were promised a certain delivery day or arrival day at the sale WE CAN NOT MAKE PROMISES WHEN ARRIVAL DATES ARE ESTIMATES."
This was signed by the customer and explained in full by our staff I can tell from her wording here she is wanting to not take responsibility for what she signed but as adult consumers we all know it is important to read before we sign anything Because we take that so seriously, we also explain to every customer exactly what it is they are signingFurthermore, The customer purchased on 2/with an ETA of 1-weeks We are well within that ETA that was given to the customerAlso, I would like to point out in the customers own words, Our sales team added a note on the customers ticket stating " if at all possible it needed to be delivered by 2/28/14" This is NO WAY is a guarantee for a specific delivery date The customer has monopolized our phones by calling continuously over and over again during the busiest time of year for us and has been unwilling to accept any offers we have made
We offered separate deliveries and a full refund to try to help the customer She has been informed of all information we have at this time and will call her upon arrival of her order
Finally:
The Revdex.com has a current copy of our sales receipts on file and we checked to make sure they felt our policies and procedures were adequately stated The above parts that I put in bold are also in bold on the customers receipt
We will not be refunding or reimbursing for air mattresses
Thanks,
*** ***
** * ***
Customer purchased with our company on 3/26/and was given an estimated time of arrival at our warehouse of 3-weeks or 15-business daysThis took her to an estimated date of 4/22/Her order arrived in full on 4/8/and we
sent her an email the same day with the notification that her items were available for her to pickupCustomer called in on 4/23/and we assured her that we had her items at our warehouse On 4/24/customer was scheduled a pickupWhen our customers go to pickup, we have them inspect their items at the warehouse and sign a release form stating that the items are correct and undamagedWhen the damage is not apparent at the warehouse, we must receive pictures of the damage, a written description of the issues and their contact information so that we may help fix the issueWithout the customer's cooperation, we do not have enough information to send a repairman out or to order in new piecesWe offered to help fix the issue by looking the damages over in our warehouse as we have a repairman on siteCustomer was not willing to bring her items to us. We NEVER order used or second-hand furnitureAll products ordered for a customer are ordered new, but during the shipment to our warehouse, damages may occur
Our warehouse manager delivered out, and exchanged the correct cocktail table for the incorrect one on 4/27/He noted that the chairs were not damaged, but needed to have the pins on the bottom of the feet re-centeredOur warranty manager has received the pictures of damage from the customer and has re-ordered a new accent cabinet and end table
Customer filed a credit card dispute and we were not able to set up delivery of the bed rails till the dispute was dropped or resolvedWe were also not allowed to proceed with items he had sent through warranty due to this dispute as
wellCustomer was made awareBefore we were alerted to the dispute on his card, we were able to offer him the floor model sofa at a discounted price where we would switch with the sofa he had just been deliveredWe also offered a second optionWe offered to order a replacement sofa, but there would be a delay as the manufacturer was out of stock of this piece till the beginning of JanuaryCustomer never responded to this emailAs the sofas have been in customer's house for an extended period of time we are no longer able to offer this exchangeOur company reached out to the manufacturer of the mattress as well, but they refused our request for a replacementWe are still waiting on the dispute to arrive at our office
I should've listened to the reviews about the delivery inconveniences for Cincinnati OverstockThe bit of money you save in trying to deal with the business isn't worth it, in my opinionIt took business days of the estimated 5-business days to get to the facilityI had to call and get an updateThe couch sat in the warehouse for almost four days before receiving a call from delivery about itDelivery then was scheduled for the following week because that's all that was available (though I'm sure something was available in the days the couch was sitting there)2-weeks has become over a month when it should be arrivingHad to call a few times to get updatesAnyways, I'd probably try somewhere elseAlso, you can never talk directly to a representativeYou have to leave a message on their phone and they'll get back to you whenever they canThat can become annoying and a waste of time for both the company and customer in trying to play phone tag all day
Mr*** originally placed an order for a set of sofa and loveseat on 1/30/and discovered that it would not fit in his home We cancelled this order for him and gave him an in store credit for the entire amount on 2/1/ On 2/3/he returned to the store and picked out a
sofa and recliner as well as a mattress set He was given an ETA, estimated time of arrival of 2-weeks, making the date of expected arrival 2/24/
On 2/13/our customer service department spoke with him and informed him that there would be a delay on his items as they were not available to ship from the manufacturer until 3/21/ At this time he was offered to cancel with a full refund, or wait on these items and he asked about a discount for the delay We had to get any discount/refund approved by our management team and it was approved that we could discount this $to make up for the delay from Ashley He picked up his mattress set from the Erlanger warehouse on 2/20/Each time that he called to check on this we informed him that it was still set to ship on or about 3/21/ He called on 3/23/and was informed that his sofa was in route to be delivered to our warehouse on 3/23/but that there had been yet another delay from Ashley on the recliner and it was not set to ship to us until 3/28/which means that we would have it in our warehouse 3/30/ At that time we informed him that we could deliver out the sofa and he would be able to pickup the recliner when it came in, and he was not sure what he wanted to do and was supposed to call us back We did not hear from him in regards to this, so he was not sent to delivery We called and left him a voicemail on 3/24/to inform him that we would have the recliner on or about 3/30/and he would be hearing from delivery at the end of next week, or the beginning of the next, 4/4/at the very latest He has not since called in response to our voicemails.
He was informed of the delay as soon as we found out about it, offered 100$ off the total price, and we will be contacting him about delivery within the next week All arrival dates are quoted as "estimated time of arrival" and no guarantees are made because at times we can experience delays from the manufacturer It is listed in our policies and procedures that are signed by all customers at the time of purchase "All dates and times for your product availability given to you by our sales team on the day of purchase are estimates only We are unable to make promises setting specific arrival dates There are many factors that can affect the shipping time from our manufacturers to us that we are unable to control."
No customer has ever been told they can return their items as long as they haven't taken possession of the items Our banners, receipts, and invoices all say "ALL SALES FINAL" We have large banners in our stores that also explain theses policies It's not in "fine" printWe custom order a large majority of our furniture and when we do, we pay it in full before it shipsThe suppliers will not let us return the items for a refundWe have nothing else to add to this matter and truly am not sure why this doesn't make sense You are welcome to sell your items on Craigslist as new to recover your money Our prices are so low you could easily make a profit off the sale of the itemsThanks and sorry for your trouble
THE WORST!!!
Ordered furniture from these people on August 1stTwo days later got a call that the coffee/end tables we ordered were discontinuedNo biggieThe next day got a call that the entertainment center we ordered was discontinued, but we could purchase the broken floor modelThe Monday before our delivery date, got a call saying our couch was on back order and delivery would be made on Sept GrrrrDelivery day cameThey forgot one of the mattresses we had ordered, and expected us to wait a week for itManaged to get that delivered the next dayCalled today (Sept 9) to confirm delivery of couchTold that it could be another two weeks for the couch!!! To top it off, the so-called customer service department was unwilling to investigate the possibility of delivery for the date we were promised, nor were they willing to provide a number for me to contact a main officeIn addition, I cannot understand how a company can be SO out of touch with their suppliers or good business practices, to the point that they won't even offer to investigate all possibilitiesOutside of the salesman, ***, this was THE WORST home furnishing purchase experience I have EVER had!!!
My girlfriend and I are from out of town and I was helping her purchase furniture for her new apartment We paid cash for a mattress set on a Monday and were told we would be contacted on Thursday for a delivery day of FridayShe never received a phone call and neither did I and I was listed as an alternate contactCustomer service takes 24hrs to return a call and so on Friday when she was to be down there to move she finally receives a call stating they tried to call her but jad the wrong numberAt no time did I receive a callNow they are saying they cannot deliver until TuesdayI do not trust them to even deliver at that time eitherShe starts a new job Monday and cannot just up and leave to appease them and their incompetence
[A default letter is provided here
which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] yesit has been resolved to my satisfaction
The pricing and quality of the furniture is very good. They desperately need to work on delivery issues. I'm not sure how you can legitimately call yourself an overstock warehouse when you have to order merchandise from other companies. Maybe I'm confused on the terminology, but it's a little frustrating that this fact isn't made crystal clear on the website. Another recommendation I have for them is to update their delivery time frames. Saying it "generally" takes 2 to 3 weeks for delivery seems like a convenient out when it takes longer. Much longer. I ordered furniture on 5/2/2014 the delivery finally came on 6/16/2014. Not a big deal if you're only ordering a piece or two, but I was buying furniture for 4 different rooms, including bedroom sets. They also need to better train their customer service folks (when it's actually possible to get through - I ended up emailing because I kept getting disconnected from their phone line). If merchandise is not going to be delivered in a timely fashion, than say so, but don't assure the customer that it's on it's way. They were very friendly and apologetic in email and via phone calls, but it felt pretty scripted (like you've heard these complaints a time or two before). Overall, I'm happy with the merchandise and the price I paid for it. The wait time for delivery was unacceptable, especially considering the company's refund policy. I have recommended the store to others, but I told them all to go during the weekend sales with a truck and select only what they have in stock that they can drive away with, especially if it's something they need immediately.
I ordered a couch and mattress, set up delivery and on the day of delivery they call and cancel my delivery saying the didn't have my phone number telling me to re-schedule my appointment after taking the day off workI had already waited a month and a half for the deliveryAfter complaining about the cancelation they send me an email with their internal messages attached bad mouthing meAfter reading the other complaints on this site I found others who's phone number were mysteriously lost when they didn't want to make a deliveryThe store people were nice, the delivery(when I finally got my furniture) person was nice but customer service people were rudeNever again!
On the customer's original order, the chosen mattress was at an already discounted price Once we realized this mattress was not available we notified the customer and due to the inconvenience this situation caused, we offered to upgrade to a higher quality mattress at the same sale price -discounting the mattress $ When this mattress arrived from the manufacturer it was damagedRather than deliver this out to the customer, we immediately re-ordered the mattressA $discount was offered on top of the already discounted ticketA hold was also put in place till mattress arrived so customer would not be paying on items that they had not receivedThe upgraded mattress has since come in to our warehouse in desirable condition for delivery We have notified the customer of the mattress's arrival and are attempting to get them scheduled for delivery
This is my first and last time buying from Cincinnati overstock I was in to their Florence, Ky store on 12/26/to purchase a full size mattress and box spring The first two that I chose were out of stock but could be ordered(My first clue that I should have gone to another retailer)My third choice was also not in stock and was told it would take 5-business days My salesperson assured me though that it "normally" takes less than business days days pass and I'm patiently waiting each day for a phone call telling me my order is in and ready to be picked upThe call never comes in Today 1/11/is the 10th business day so I politely call their 1-number and the girl tells me that it is ready to be picked up When I asked why I wasn't called she told me because it probably came in today So fine....I ask to schedule today after work(3:30pm) and am told that the warehouse is closed today and tomorrow but I could pick it up on WednesdayTheir name is Cincinnati OVERSTOCK but from what I can tell they don't have an overage of anythingThere are probably 10- other retailers within a couple mile radius of their location I could have gone to and would have my bed by now for roughly the same priceFirst and last time dealing with Cincinnati overstock
I walk into this little hole in the wall and approach an energetic "representative" of the store (no sales talent envolved)He gives me his elevator speech on how things work and sends me off to fend for myself unassisted- I can live with thatI pick out a table but it turns out that all of the chairs except have been sold with another piece so I must scanvage through a furniture catalog to find something that "might" matchI finally pick a product and place my order for pick upAfter placing my order and paying I am then told that it will take up to WEEKS for the product to reach the store (that was coming from Cincinnati) and be available for pick up- I can live with thatDays before the product is supposed to arrive I receive an email enforming me that tables were mistakenly ordered rather than chairs and it will be another weeks before the chairs arriveNow I've had enough, my fiance calls to complain and the best that they can do is to offer to deliver the chairs to my house at no additional chargeThey have no idea when the product will arrive and can not schedule a delivery time or dateWEEKS later (from my original order placing) delivery guys arrive at my house with boxesI was NOT informed that the chairs would come unassembledIf I wanted a DIY project then I would have gone to ***The tactics and scemes used at this establishment are simply appallingThere is no direct line to the store available to avoid customer inquiries and the customer service representative is impatient, rude and unsympatheticThe delivery scheduler is rude and impatient(I guess they think that it is odd for someone to want to know the date and time that a delivery will occur before the day of the deliveryBUYERS BEWARE!! If you choose to do business with this company GOOD LUCK to you and remember: Delivery scheduling is at the discretion of the company not the customer and assembley and customer service are not includedSo if you need furniture for next year you'd better order it today!!!
We are so sorry this feels to be taking so long We would love to get the mech in your recliner fixed We are glad you received your part quickly and are sorry for the delay with the repair service we use We will contact them and see if they can expidite the repair Thanks for making us aware of the delay We apologizeCincinnati Overstock
I had a wonderful experience with this company! They provided me with an abundance of customer care as well as a mattress that was not only affordable, but extremely comfortableI will certainly be back to shop with this company!
My wife and I just recently purchased a larger home and we are in the market for a sectional for our living room We had looked at [redacted] Furniture and [redacted] Home Furniture, sure we had seen things we liked but the total package just wasn't there We had been previously to the Cincinnati Overstock warehouse to browse when it was previously located near the airport off of [redacted] *** So when we heard they had moved to nearby [redacted] off of [redacted] in Florence we were ecstatic We decided to go in there on Sunday to see what kind of deals we could get for a sectional and ottoman We were immediately greeted by the General Manager and was very comfortable explaining what we were looking for She allowed us time to browse at our own pace while showing us a few floor models The customer service was top notch overallPlus the price on the same model of sectional we decided on was at least 300-more at [redacted] Furniture We will definitely purchase from this store again, and recommend this place to our friends!
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I do not believe that anyone at Cincinnati Overstock Warehouse has made any effort to contact us to schedule delivery We have an answering machine, and no messages were ever left We have checked our missed calls list, and there is no call from Cincinnati Overstock Warehouse listed My husband is at home most of the day, so I know for a fact that no one from Cincinnati Overstock Warehouse even lifted a finger to contact usSomeone on this delivery team is not being truthful about their alleged attempts to contact usIf you don't want to do the job you promised to do, why don't you just give us a refund and admit you don't care about your customers? We'd be more than happy to take our business elsewhereAs for your statement that I should come and pick it up: I have a heart condition and there's no way I can carry a heavy chair up two flights of stairs So I have no choice but to wait for what is clearly an unreliable and disorganized delivery team who lie about their lack of effort and won't even be accountable for their failure to follow up with me in a timely manner Again, I emailed Cincinnati Overstock Warehouse on December 15, and that's when the item arrived at the warehouse It wouldn't have killed anyone to contact me and let arrange a delivery date and time, As it is, you have an extremely unhappy customer who has initiated a petition on [redacted] to alert the [redacted] about Cincinnati Overstock Warehouse's misrepresentations of their service and delivery times Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[I did call to schedule the pickup, but it took days of calling to actually reach someone and confirm it was at the warehouse; this was finally on 4/I had also been told by the representative at the time of purchase that someone would call me, which is why I am upset that I was informed incorrectly
The table chairs were defective, and I did not order flawed furnitureThe company refused to re-order new chairs, even after their warehouse manager confirmed that the pegs on the chairs were completely out of alignment; this is what I had originally informed them of when I made the first complaintA repairman came out today and did fix the accent cabinet, which had a door that did not close; however, he stated that a few chairs would just be not steady and there was not much we could do about itHe was very kind and helpful, it just brings me to the original point, I did not order defective furnitureThe wrong table that they originally gave us even had damagesMaybe I did just have bad luck with getting out of damaged/defective items; however, it should never cause a customer mishap due to the companies faulty product(s)My biggest concern with this company is how they treat the customer; at the end of the day, they make you feel like they don't care whatsoever, and they do not bother to assist to make up for their mistakesA new end table is being ordered, and I have been told that we have to come pick it up, which is completely putting me outSince it was their mistake, they should not only deliver the item for free, but they should also put it together; since I already spent hours of my day putting together flawed furnitureThis is not how customers should be treated, and I will be taking my business elsewhere in the future, as other customers should as well
Also, I advised when I originally called that I had just wanted to cancel the whole order because I was tired of hitting a brick wall for resolutionThe representative told me that they could not even cancel my order and refund the costs, when it was their faultLike I said, they are taking advantage of customers and have the worst company policies, services, and products that I have ever came into contact with.]
Regards,
*** ***
We do not guarantee delivery dates EVER Our paperwork and staff are very clear in regards to this This customer signed paper work that states
"ALL DATES AND TIMES FOR PRODUCT AVAILABILITY ARE ESTIMATES BY OUR SALES TEAMS There are many factors that
affect the shipping times from manufacturers to us and generally we have all items 2-weeks from the time you place your order unless a special circumstance arrives PLEASE DO NOT CALL CUSTOMER SERVICE AND SAY you were promised a certain delivery day or arrival day at the sale WE CAN NOT MAKE PROMISES WHEN ARRIVAL DATES ARE ESTIMATES."
This was signed by the customer and explained in full by our staff I can tell from her wording here she is wanting to not take responsibility for what she signed but as adult consumers we all know it is important to read before we sign anything Because we take that so seriously, we also explain to every customer exactly what it is they are signingFurthermore, The customer purchased on 2/with an ETA of 1-weeks We are well within that ETA that was given to the customerAlso, I would like to point out in the customers own words, Our sales team added a note on the customers ticket stating " if at all possible it needed to be delivered by 2/28/14" This is NO WAY is a guarantee for a specific delivery date The customer has monopolized our phones by calling continuously over and over again during the busiest time of year for us and has been unwilling to accept any offers we have made
We offered separate deliveries and a full refund to try to help the customer She has been informed of all information we have at this time and will call her upon arrival of her order
Finally:
The Revdex.com has a current copy of our sales receipts on file and we checked to make sure they felt our policies and procedures were adequately stated The above parts that I put in bold are also in bold on the customers receipt
We will not be refunding or reimbursing for air mattresses
Thanks,
*** ***
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Customer purchased with our company on 3/26/and was given an estimated time of arrival at our warehouse of 3-weeks or 15-business daysThis took her to an estimated date of 4/22/Her order arrived in full on 4/8/and we
sent her an email the same day with the notification that her items were available for her to pickupCustomer called in on 4/23/and we assured her that we had her items at our warehouse On 4/24/customer was scheduled a pickupWhen our customers go to pickup, we have them inspect their items at the warehouse and sign a release form stating that the items are correct and undamagedWhen the damage is not apparent at the warehouse, we must receive pictures of the damage, a written description of the issues and their contact information so that we may help fix the issueWithout the customer's cooperation, we do not have enough information to send a repairman out or to order in new piecesWe offered to help fix the issue by looking the damages over in our warehouse as we have a repairman on siteCustomer was not willing to bring her items to us. We NEVER order used or second-hand furnitureAll products ordered for a customer are ordered new, but during the shipment to our warehouse, damages may occur
Our warehouse manager delivered out, and exchanged the correct cocktail table for the incorrect one on 4/27/He noted that the chairs were not damaged, but needed to have the pins on the bottom of the feet re-centeredOur warranty manager has received the pictures of damage from the customer and has re-ordered a new accent cabinet and end table
Customer filed a credit card dispute and we were not able to set up delivery of the bed rails till the dispute was dropped or resolvedWe were also not allowed to proceed with items he had sent through warranty due to this dispute as
wellCustomer was made awareBefore we were alerted to the dispute on his card, we were able to offer him the floor model sofa at a discounted price where we would switch with the sofa he had just been deliveredWe also offered a second optionWe offered to order a replacement sofa, but there would be a delay as the manufacturer was out of stock of this piece till the beginning of JanuaryCustomer never responded to this emailAs the sofas have been in customer's house for an extended period of time we are no longer able to offer this exchangeOur company reached out to the manufacturer of the mattress as well, but they refused our request for a replacementWe are still waiting on the dispute to arrive at our office
I should've listened to the reviews about the delivery inconveniences for Cincinnati OverstockThe bit of money you save in trying to deal with the business isn't worth it, in my opinionIt took business days of the estimated 5-business days to get to the facilityI had to call and get an updateThe couch sat in the warehouse for almost four days before receiving a call from delivery about itDelivery then was scheduled for the following week because that's all that was available (though I'm sure something was available in the days the couch was sitting there)2-weeks has become over a month when it should be arrivingHad to call a few times to get updatesAnyways, I'd probably try somewhere elseAlso, you can never talk directly to a representativeYou have to leave a message on their phone and they'll get back to you whenever they canThat can become annoying and a waste of time for both the company and customer in trying to play phone tag all day
Mr*** originally placed an order for a set of sofa and loveseat on 1/30/and discovered that it would not fit in his home We cancelled this order for him and gave him an in store credit for the entire amount on 2/1/ On 2/3/he returned to the store and picked out a
sofa and recliner as well as a mattress set He was given an ETA, estimated time of arrival of 2-weeks, making the date of expected arrival 2/24/
On 2/13/our customer service department spoke with him and informed him that there would be a delay on his items as they were not available to ship from the manufacturer until 3/21/ At this time he was offered to cancel with a full refund, or wait on these items and he asked about a discount for the delay We had to get any discount/refund approved by our management team and it was approved that we could discount this $to make up for the delay from Ashley He picked up his mattress set from the Erlanger warehouse on 2/20/Each time that he called to check on this we informed him that it was still set to ship on or about 3/21/ He called on 3/23/and was informed that his sofa was in route to be delivered to our warehouse on 3/23/but that there had been yet another delay from Ashley on the recliner and it was not set to ship to us until 3/28/which means that we would have it in our warehouse 3/30/ At that time we informed him that we could deliver out the sofa and he would be able to pickup the recliner when it came in, and he was not sure what he wanted to do and was supposed to call us back We did not hear from him in regards to this, so he was not sent to delivery We called and left him a voicemail on 3/24/to inform him that we would have the recliner on or about 3/30/and he would be hearing from delivery at the end of next week, or the beginning of the next, 4/4/at the very latest He has not since called in response to our voicemails.
He was informed of the delay as soon as we found out about it, offered 100$ off the total price, and we will be contacting him about delivery within the next week All arrival dates are quoted as "estimated time of arrival" and no guarantees are made because at times we can experience delays from the manufacturer It is listed in our policies and procedures that are signed by all customers at the time of purchase "All dates and times for your product availability given to you by our sales team on the day of purchase are estimates only We are unable to make promises setting specific arrival dates There are many factors that can affect the shipping time from our manufacturers to us that we are unable to control."
No customer has ever been told they can return their items as long as they haven't taken possession of the items Our banners, receipts, and invoices all say "ALL SALES FINAL" We have large banners in our stores that also explain theses policies It's not in "fine" printWe custom order a large majority of our furniture and when we do, we pay it in full before it shipsThe suppliers will not let us return the items for a refundWe have nothing else to add to this matter and truly am not sure why this doesn't make sense You are welcome to sell your items on Craigslist as new to recover your money Our prices are so low you could easily make a profit off the sale of the itemsThanks and sorry for your trouble
THE WORST!!!
Ordered furniture from these people on August 1stTwo days later got a call that the coffee/end tables we ordered were discontinuedNo biggieThe next day got a call that the entertainment center we ordered was discontinued, but we could purchase the broken floor modelThe Monday before our delivery date, got a call saying our couch was on back order and delivery would be made on Sept GrrrrDelivery day cameThey forgot one of the mattresses we had ordered, and expected us to wait a week for itManaged to get that delivered the next dayCalled today (Sept 9) to confirm delivery of couchTold that it could be another two weeks for the couch!!! To top it off, the so-called customer service department was unwilling to investigate the possibility of delivery for the date we were promised, nor were they willing to provide a number for me to contact a main officeIn addition, I cannot understand how a company can be SO out of touch with their suppliers or good business practices, to the point that they won't even offer to investigate all possibilitiesOutside of the salesman, ***, this was THE WORST home furnishing purchase experience I have EVER had!!!
My girlfriend and I are from out of town and I was helping her purchase furniture for her new apartment We paid cash for a mattress set on a Monday and were told we would be contacted on Thursday for a delivery day of FridayShe never received a phone call and neither did I and I was listed as an alternate contactCustomer service takes 24hrs to return a call and so on Friday when she was to be down there to move she finally receives a call stating they tried to call her but jad the wrong numberAt no time did I receive a callNow they are saying they cannot deliver until TuesdayI do not trust them to even deliver at that time eitherShe starts a new job Monday and cannot just up and leave to appease them and their incompetence
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
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