Ms. [redacted], I am so very sorry that this has been such a struggle to get out to you. Based on the information that was provided to us on your invoice, our delivery team has tried to reach out to you several times to schedule delivery. They have been unsuccessful, however, and that is why there was a...
delay in the delivery being scheduled. I understand that this item was to be a christmas gift, and we would love to accommodate you as best we can. We offer pick up times on Wednesday from 11:00am -5:40pm and we can certainly refund you for the delivery charge on your account. You are a very valued customer and we do not wish to upset you during the holiday season- our hands are very full and we are doing the best that we can.
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 comfortable. I will certainly be back to shop with this company!
Customer's original mattress was priced $194.00 lower than the mattress she received. We were able to price-match the original mattress. An additional $200.00 was applied later. Customer has since been delivered her mattress.
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 apologize.
Cincinnati Overstock
If you want to save a small amount of money - this is your place. However, it is not worth the hassle. After shopping for furniture for a couple of days, I decided to save a little money. However, when purchasing the furniture, they had given me incorrect pricing so all the pricing changed when it was time to pay (they apologized but would not stand by what I was told). I was also told the furniture would be at their warehouse within 7-10 days and about 1 week after that it would be delivered. I am now on day 45. I still have yet to receive a phone call regarding delivery, however, when I called they have had the furniture for over a week and told me I was scheduled for delivery (I was never called to schedule the date - they just picked it for me!). It is a good thing I called as I was unavailable that day for delivery so not sure what would have happened when they delivered the furniture and I was not home!!!
Not worth the savings - watch the furniture store sales as the prices can be just as good with less headache.
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 want a refund they lied about the protection plan that they sell and dont give you any warranty papers at the time of purchas,if you look at the policies and procedures they dont say any thing about the [redacted] plan they sell.
Regards,
[redacted]
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.
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 still have no idea as to when my beds will be delivered. I feel that the sales rep [redacted] knowing full well my situtation and my need for delivery on 2/28/14 took advantage of me. Several times I stated if they can not be delivered by 2/28/14 then I would need to go elsewhere and she stated don't worry they will be there so I went with Cincinnati Overstock. As for me "monopolizing their phones" if the Manager had taken the time to call me as I was promised all of this may have been avoided. I was told that he did call and leave a message which is not true I never received a call so I had to get informaiton second hand. Our family has suffered a great loss these last 9 months and this just was the icing on the cake. As for signing and agreeing, what I signed was an IPAD and I never seen the terms until she handed me my receipt and told me to go to the dock. This has all been underhanded in my opinion. All I want is what and paid for and any losses I have incurred due to non delivery. I was never given a courtesy call to advise that 2 of the beds I ordered were not in stock as [redacted] stated they were calling customers. I WANT WHAT I HAVE PAID FOR!
Regards,
[redacted]
The customer has her product and this order is closed.Thanks[redacted] Cincinnati Overstockwww.cincinnatioverstockwarehouse.com
3px; width: 1px; height: 1px;">The customer has her product and this order is closed.
Thanks
Ben Hayes
GM/COO Cincinnati Overstock
www.cincinnatioverstockwarehouse.com
The customer has her product and this order is closed.
Thanks
Ben Hayes
GM/COO Cincinnati Overstock
www.cincinnatioverstockwarehouse.com
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Although I feel the company tried to downplay the seriousness of my complaint. It was more than them not being able to please me. It takes a lot for me to complain. Their lack of professional customer service was the issue. The customer shouldn't be the one doing all of the work to reach customer satisfaction. On Friday, March 7, 2014. I purchased this exact unit at Ashley Furniture. I can't express to you enough how professional they were with every step of the customer experience. My unit will be delivered to my home on Thursday, March 13th, 2014 ready for use. They do not believe in assembling furniture in the customer's home because they said they don't want to put the customer through any inconvenience. If something is missing they would know it before hand and will be able to fix the problem before it is delivered.
This morning, March 9th, 2014 around 11:00 am the Cincinnati Overstock delivery people picked up the unit (the same 2 gentleman that came on Feb. 28th, by the way they were great!). I was told they said to make sure it didn't have any scratches. Really? It's been sitting in the same location, taking up space in my home since the multiple failed assembly attempts. No one has touched the un-assembled pieces scattered in my kitchen but their assembly teams.
I'm glad an end has come to this purchase experience. I doubt if I will ever shop there again, or recommend them to others. Hopefully one day they will put a greater emphasis on the value of good customer relations.
Regards,
[redacted]
[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 [redacted], and find that this resolution is satisfactory to me. They finally delivered the furniture.
Regards,
[redacted]
This is my first and last time buying from Cincinnati overstock.... I was in to their Florence, Ky store on 12/26/15 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 5-10 business days... My salesperson assured me though that it "normally" takes less than 5 business days.. 5 days pass and I'm patiently waiting each day for a phone call telling me my order is in and ready to be picked up... The call never comes in.... Today 1/11/16 is the 10th business day so I politely call their 1-888 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 Wednesday.... Their name is Cincinnati OVERSTOCK but from what I can tell they don't have an overage of anything... There are probably 10-15 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 price..... First and last time dealing with Cincinnati overstock.....
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 have never done business with a company that would not accept a return prior to the items being in my possession. I have not personally accepted delivery of the item and was told the item could be returned up until I personally accept the items in my home. I would like the opportunity for a full refund of the 6 chairs.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,[redacted]
class="nH">
We try to work with all of our customers especially when dates are shifted around by the furniture manufacturers. When you work with companies that ship furniture and there are outside factors that affect when furniture arrives at different facilities the best dates you can give are estimates. We are 95% of the time very accurate with our dates, however there are times when manufacturers will notify us after an order is placed that the product that has been ordered is going to take longer than what was originally quoted, and in some cases that the product has been discontinued. At that point we notify our customers and give them the option to cancel their order or the items affected on their order, or to keep their order. If the customer would like to wait for all of their items and then receive delivery they can do so, if they would like separate deliveries for an additional fee they also have that option, as well as the option to pick up what items are not available at the time the customer wants their delivery. We try to work with customers to accommodate them in any way that we can, but we are still a business that works at the mercy of our suppliers. It is clearly stated on every customers invoice that all sales are final, we of course make exceptions to that if item are discontinued or delayed beyond a reasonable amount of time. We have this policy in place so we can keep our prices as low as possible without passing increased expense onto our customers. All of the products ordered for our customers are brand name ordered specifically for each customer, so when they order it is expressly stated that if they do cancel they will be charged a 25% restocking fee.
We do not make our customer service representatives or sales staff give out their full names. The reason for this should be obvious by this review alone. Some people feel it appropriate to bash and call specific people out online using their full names. We do not feel that it is necessary to subject the people that work in our offices answering phones or selling in our stores to be slandered on the internet by individuals just because they work for our company.
This particular individual has been delivered out in full now. We are saddened they felt the best way to deal with what they agreed to was by picketing our store, harassing our customers and sales staff, and by posting negative complaints on at least 3 different websites. We have continued to treat them with respect and not only delivered out their furniture but assembled for free as well. Hopefully the customer will do the right thing in updating his reviews.
It has been explained to this customer numerous times that all he needs to do is contact the repair tech to have his sofa repaired. Even though the labor on his repair is more that the $53 that he has paid we are not charging him more than that to do the repair. Ashley Furniture's warranty is as follows:
Frames Used In Upholstered and Leather ProductsLimited Lifetime WarrantyA Limited Lifetime Warranty applies to all frames used in sofas, couches, love seats, upholstered chairs, ottomans, sectionals, and sleepers. Ashley Furniture Industries, Inc. warrants these components to you, the original retail purchaser, to be free from material manufacturing defects. Lifetime means the normal useful life of the product. Ashley Furniture Industries, Inc. will pay, within one year from the date of purchase, reasonable and customary labor rates to repair or replace the defective parts and shipping costs from the retailer to and from Ashley Furniture Industries, Inc., or a repair center designated by the Customer Service Department of Ashley Furniture Industries, Inc., at no charge to the original retail purchaser. After one year from the date of purchase, the frame warranty covers replacement parts only, and the original retail purchaser will be responsible for labor, packing, and all shipping and transportation costs.
We are following the warranty guidelines after the one year that we covered when the furniture was purchased, the labor cost is the responsibility of the original retail purchaser, which is the customer. We are, in the case of this customer, paying the additional labor cost to have the sofa fixed, all the customer has to do is call the repair tech. He has been advised of that.
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 work. I had already waited a month and a half for the delivery. After complaining about the cancelation they send me an email with their internal messages attached bad mouthing me. After 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 delivery. The store people were nice, the delivery(when I finally got my furniture) person was nice but customer service people were rude. Never again!
I have purchased a Bedroom outfit as well as a mattress from Overstock without issue in the past....
On 9/20/14, I purchased a sectional couch from Overstock. At the time of purchase I was informed that the delivery of the product would take 4 to 6 weeks before the product would be fulfilled. I decided to continue with the purchase and paid in full at that time. On 10/03/14, I called to cancel the order due to my need to replace our current furniture asap. This cancellation of my order occurred prior to any product fulfillment or even the scheduling of delivery but they were unwilling to provide a full credit unless I took it in a store credit. While I understand their policy is a restocking fee or store credit... I never received product. I'm not a lawyer but I have a hard time believing a company holding my money constitutes a "Sale of Goods". In hindsight, I would not pay 100% for an item that has an expected delivery of 4 to 6 weeks without the ability to cancel. Hopefully my experience makes others aware of Overstocks policy and unwillingness to provide a full refund.
[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 [redacted], and find that this resolution is satisfactory to me.
I spoke with the agent, Adam's supervisor and she was sympathetic of the situation and lack of customer service.
Regards,
[redacted]
DO NOT SHOP HERE!! They deliver defective merchandise (will NOT work around the customer's schedule) & blame the customers when they're called out on it. The Cincinnati store manager is the most disrespectful unhelpful person I've ever encountered. The store says they won't help & that you need to contact customer service. It takes days to hear back from customer service. One person (Kendra) emails one reponse & days later the next person (Kayla) emails a contradictory response. Every single time I've been at the Cincinnati store there's at least one other customer at the desk (where staff are either goofing off & not helping customers or being completely indifferent when interacting with customers) with some sort of company screw up. I guess low prices correlate with unscrupulous practices. This owner should be ashamed for allowing such behavior.
Ms. [redacted], I am so very sorry that this has been such a struggle to get out to you. Based on the information that was provided to us on your invoice, our delivery team has tried to reach out to you several times to schedule delivery. They have been unsuccessful, however, and that is why there was a...
delay in the delivery being scheduled. I understand that this item was to be a christmas gift, and we would love to accommodate you as best we can. We offer pick up times on Wednesday from 11:00am -5:40pm and we can certainly refund you for the delivery charge on your account. You are a very valued customer and we do not wish to upset you during the holiday season- our hands are very full and we are doing the best that we can.
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 comfortable. I will certainly be back to shop with this company!
She has received everything on her ticket and other than the split Queen boxes was all delivered within her ETA.
Thanks
Customer's original mattress was priced $194.00 lower than the mattress she received. We were able to price-match the original mattress. An additional $200.00 was applied later. Customer has since been delivered her mattress.
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 apologize.
Cincinnati Overstock
If you want to save a small amount of money - this is your place. However, it is not worth the hassle. After shopping for furniture for a couple of days, I decided to save a little money. However, when purchasing the furniture, they had given me incorrect pricing so all the pricing changed when it was time to pay (they apologized but would not stand by what I was told). I was also told the furniture would be at their warehouse within 7-10 days and about 1 week after that it would be delivered. I am now on day 45. I still have yet to receive a phone call regarding delivery, however, when I called they have had the furniture for over a week and told me I was scheduled for delivery (I was never called to schedule the date - they just picked it for me!). It is a good thing I called as I was unavailable that day for delivery so not sure what would have happened when they delivered the furniture and I was not home!!!
Not worth the savings - watch the furniture store sales as the prices can be just as good with less headache.
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 want a refund they lied about the protection plan that they sell and dont give you any warranty papers at the time of purchas,if you look at the policies and procedures they dont say any thing about the [redacted] plan they sell.
Regards,
[redacted]
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.
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 still have no idea as to when my beds will be delivered. I feel that the sales rep [redacted] knowing full well my situtation and my need for delivery on 2/28/14 took advantage of me. Several times I stated if they can not be delivered by 2/28/14 then I would need to go elsewhere and she stated don't worry they will be there so I went with Cincinnati Overstock. As for me "monopolizing their phones" if the Manager had taken the time to call me as I was promised all of this may have been avoided. I was told that he did call and leave a message which is not true I never received a call so I had to get informaiton second hand. Our family has suffered a great loss these last 9 months and this just was the icing on the cake. As for signing and agreeing, what I signed was an IPAD and I never seen the terms until she handed me my receipt and told me to go to the dock. This has all been underhanded in my opinion. All I want is what and paid for and any losses I have incurred due to non delivery. I was never given a courtesy call to advise that 2 of the beds I ordered were not in stock as [redacted] stated they were calling customers. I WANT WHAT I HAVE PAID FOR!
Regards,
[redacted]
The customer has her product and this order is closed.Thanks[redacted] Cincinnati Overstockwww.cincinnatioverstockwarehouse.com
3px; width: 1px; height: 1px;">The customer has her product and this order is closed.
Thanks
Ben Hayes
GM/COO Cincinnati Overstock
www.cincinnatioverstockwarehouse.com
The customer has her product and this order is closed.
Thanks
Ben Hayes
GM/COO Cincinnati Overstock
www.cincinnatioverstockwarehouse.com
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Although I feel the company tried to downplay the seriousness of my complaint. It was more than them not being able to please me. It takes a lot for me to complain. Their lack of professional customer service was the issue. The customer shouldn't be the one doing all of the work to reach customer satisfaction. On Friday, March 7, 2014. I purchased this exact unit at Ashley Furniture. I can't express to you enough how professional they were with every step of the customer experience. My unit will be delivered to my home on Thursday, March 13th, 2014 ready for use. They do not believe in assembling furniture in the customer's home because they said they don't want to put the customer through any inconvenience. If something is missing they would know it before hand and will be able to fix the problem before it is delivered.
This morning, March 9th, 2014 around 11:00 am the Cincinnati Overstock delivery people picked up the unit (the same 2 gentleman that came on Feb. 28th, by the way they were great!). I was told they said to make sure it didn't have any scratches. Really? It's been sitting in the same location, taking up space in my home since the multiple failed assembly attempts. No one has touched the un-assembled pieces scattered in my kitchen but their assembly teams.
I'm glad an end has come to this purchase experience. I doubt if I will ever shop there again, or recommend them to others. Hopefully one day they will put a greater emphasis on the value of good customer relations.
Regards,
[redacted]
[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 [redacted], and find that this resolution is satisfactory to me. They finally delivered the furniture.
Regards,
[redacted]
This is my first and last time buying from Cincinnati overstock.... I was in to their Florence, Ky store on 12/26/15 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 5-10 business days... My salesperson assured me though that it "normally" takes less than 5 business days.. 5 days pass and I'm patiently waiting each day for a phone call telling me my order is in and ready to be picked up... The call never comes in.... Today 1/11/16 is the 10th business day so I politely call their 1-888 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 Wednesday.... Their name is Cincinnati OVERSTOCK but from what I can tell they don't have an overage of anything... There are probably 10-15 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 price..... First and last time dealing with Cincinnati overstock.....
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 have never done business with a company that would not accept a return prior to the items being in my possession. I have not personally accepted delivery of the item and was told the item could be returned up until I personally accept the items in my home. I would like the opportunity for a full refund of the 6 chairs.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,[redacted]
class="nH">
We try to work with all of our customers especially when dates are shifted around by the furniture manufacturers. When you work with companies that ship furniture and there are outside factors that affect when furniture arrives at different facilities the best dates you can give are estimates. We are 95% of the time very accurate with our dates, however there are times when manufacturers will notify us after an order is placed that the product that has been ordered is going to take longer than what was originally quoted, and in some cases that the product has been discontinued. At that point we notify our customers and give them the option to cancel their order or the items affected on their order, or to keep their order. If the customer would like to wait for all of their items and then receive delivery they can do so, if they would like separate deliveries for an additional fee they also have that option, as well as the option to pick up what items are not available at the time the customer wants their delivery. We try to work with customers to accommodate them in any way that we can, but we are still a business that works at the mercy of our suppliers. It is clearly stated on every customers invoice that all sales are final, we of course make exceptions to that if item are discontinued or delayed beyond a reasonable amount of time. We have this policy in place so we can keep our prices as low as possible without passing increased expense onto our customers. All of the products ordered for our customers are brand name ordered specifically for each customer, so when they order it is expressly stated that if they do cancel they will be charged a 25% restocking fee.
We do not make our customer service representatives or sales staff give out their full names. The reason for this should be obvious by this review alone. Some people feel it appropriate to bash and call specific people out online using their full names. We do not feel that it is necessary to subject the people that work in our offices answering phones or selling in our stores to be slandered on the internet by individuals just because they work for our company.
This particular individual has been delivered out in full now. We are saddened they felt the best way to deal with what they agreed to was by picketing our store, harassing our customers and sales staff, and by posting negative complaints on at least 3 different websites. We have continued to treat them with respect and not only delivered out their furniture but assembled for free as well. Hopefully the customer will do the right thing in updating his reviews.
It has been explained to this customer numerous times that all he needs to do is contact the repair tech to have his sofa repaired. Even though the labor on his repair is more that the $53 that he has paid we are not charging him more than that to do the repair. Ashley Furniture's warranty is as follows:
Frames Used In Upholstered and Leather ProductsLimited Lifetime WarrantyA Limited Lifetime Warranty applies to all frames used in sofas, couches, love seats, upholstered chairs, ottomans, sectionals, and sleepers. Ashley Furniture Industries, Inc. warrants these components to you, the original retail purchaser, to be free from material manufacturing defects. Lifetime means the normal useful life of the product. Ashley Furniture Industries, Inc. will pay, within one year from the date of purchase, reasonable and customary labor rates to repair or replace the defective parts and shipping costs from the retailer to and from Ashley Furniture Industries, Inc., or a repair center designated by the Customer Service Department of Ashley Furniture Industries, Inc., at no charge to the original retail purchaser. After one year from the date of purchase, the frame warranty covers replacement parts only, and the original retail purchaser will be responsible for labor, packing, and all shipping and transportation costs.
We are following the warranty guidelines after the one year that we covered when the furniture was purchased, the labor cost is the responsibility of the original retail purchaser, which is the customer. We are, in the case of this customer, paying the additional labor cost to have the sofa fixed, all the customer has to do is call the repair tech. He has been advised of that.
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 work. I had already waited a month and a half for the delivery. After complaining about the cancelation they send me an email with their internal messages attached bad mouthing me. After 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 delivery. The store people were nice, the delivery(when I finally got my furniture) person was nice but customer service people were rude. Never again!
I have purchased a Bedroom outfit as well as a mattress from Overstock without issue in the past....
On 9/20/14, I purchased a sectional couch from Overstock. At the time of purchase I was informed that the delivery of the product would take 4 to 6 weeks before the product would be fulfilled. I decided to continue with the purchase and paid in full at that time. On 10/03/14, I called to cancel the order due to my need to replace our current furniture asap. This cancellation of my order occurred prior to any product fulfillment or even the scheduling of delivery but they were unwilling to provide a full credit unless I took it in a store credit. While I understand their policy is a restocking fee or store credit... I never received product. I'm not a lawyer but I have a hard time believing a company holding my money constitutes a "Sale of Goods". In hindsight, I would not pay 100% for an item that has an expected delivery of 4 to 6 weeks without the ability to cancel. Hopefully my experience makes others aware of Overstocks policy and unwillingness to provide a full refund.
[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 [redacted], and find that this resolution is satisfactory to me.
I spoke with the agent, Adam's supervisor and she was sympathetic of the situation and lack of customer service.
Regards,
[redacted]
DO NOT SHOP HERE!! They deliver defective merchandise (will NOT work around the customer's schedule) & blame the customers when they're called out on it. The Cincinnati store manager is the most disrespectful unhelpful person I've ever encountered. The store says they won't help & that you need to contact customer service. It takes days to hear back from customer service. One person (Kendra) emails one reponse & days later the next person (Kayla) emails a contradictory response. Every single time I've been at the Cincinnati store there's at least one other customer at the desk (where staff are either goofing off & not helping customers or being completely indifferent when interacting with customers) with some sort of company screw up. I guess low prices correlate with unscrupulous practices. This owner should be ashamed for allowing such behavior.