Overstock.com

Complaint: [redacted] I am rejecting this response because Overstock has not properly addressed my complaintI have included print screens in the form of jpg attachments that reflect the page prior to the link that states the MSRP on these pants is $This isn't accurateThis misleads the customer into thinking he or she is getting a greater discount than actually is provided, so then he or she clicks on the linkOnly then does the customer find another conflicting MSRP that states $The is advertisingIf this matter is not properly resolved through the Revdex.com, my next step will be to file a complaint with the FTC and my state attorney general, because as stated before, Overstock has a pattern of mis-advertising items on their website Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I received an email stating that I would be refunded $However, the order was for $This means that $was deducted from my account for this purchaseI expect a full refund of $Thank you Sincerely, [redacted]

Revdex.com: I've send Overstock the tracking slip (attached) which indicates that they received the item on July and I still don't have my money Revdex.com complaint ID [redacted] We'll see if they finally pay me Sincerely, [redacted]

To Whom It May Concern: 03/08/the customer purchased the 14k White Gold 1/4ct TDW Cushion Halo Round Clarity Enhanced Diamond Engagement Ring (H-I, I2-I3)03/10/the order shipped out with UPS Tracking [redacted] ***03/16/the tracking shows the order out for delivery on this day03/16/the tracking stated: An adult signature is required to complete this deliveryUPS will make a second attempt/ Your delivery has been rescheduled for the next business day03/16/the customer contacted us and advised she wants to return this item because this is the second time that she has to return a high price ring because UPS doesn't make deliveries after 10:and no is at her home at that time to be there for the delivery so set up the return for the customer 03/17/the shipper asked that the package be held and then later that day the information updated and the sender then advised UPS to return to shipper03/21/the tracking shows the order was received by the warehouse/shipper Once received the items pass through a warehouse inspection – this can take up to business daysOnce the jewelry is inspected the refund can be given This does not include weekends as the warehouses are closed04/03/an agent called the warehouse/shipper to confirm the order had been returned and receivedThey confirmed it04/03/the credit was issued and placed on the customer method of paymentCredit was given for inconvenience in the amount of two in store credits for $each = total $Sincerely, Overstock

To whom it may concern, Customer reached out to us initially on 2/via chat and asked us to cancel her recent order (PO # [redacted] ) for the Tabouret 24-inch Lemon Metal Counter Stools (Set of 2) and Hand-Woven Paulina Stripe Pattern Cotton Rug (5' x 8') as she stated they were the wrong size for the space she intended them forCustomer had placed the order earlier that dayOur chat agent advised that the order cannot be canceled as it has already been sent to our warehouse and they are working on getting this out as quickly as possibleWe did advise customer we would reach out to our warehouse to try to get this canceled before it is shipped outWe asked customer to allow us 1-business days to follow up while we work on thisLink to cancellation policy below; https://help.overstock.com/#!/answer/Unfortunately, our warehouse was not able to cancel the order and the counter stools shipped 2/via UPS while the rug shipped out via Fedex on 2/Customer reached back out to us on 2/via chat as she received shipping notifications via email for both items on her order and was very upset and requested we stop the shipments immediately2/we contacted UPS to have the package for the counter stools rerouted/returned to sender and then set up the return on 2/to notify our warehouse it was being returned so we could issue a refund within 3-business days of it arriving back to our warehouseWe completed that return on 2/and issued a full refund in the amount of $back to the customers form of paymentWe reached out to Fedex on 2/to have the rug on the order returned to sender as well but unfortunately due to being delivered we were unable to do soWe set up the return and emailed customer a prepaid return label which Overstock covered along with return instructions via emailWe show that the return label was used and the rug arrived back to our warehouse on 2/so we will process the refund in the next 3-business days and send an automated email with the details of the customers refund once it is completedThanks, Overstock.com

To whom it may concern, On 12/23/2016, our customer ordered the Prepac 'Winslow Elite' White 2-door Standing Cabinet, and Winslow White 32-inch Elite Stackable Wall Cabinet, processed under order number [redacted] Shipment confirmation was provided on the following business day 12/27/2016, with UPS tracking number: [redacted] , and [redacted] According to UPS tracking details, both packages arrived within business days, delivery confirmation was provided on 1/03/To assure the quality of our product Overstock does provide checks and balancesIn the case a customer reports an issue with a product, or request parts Overstock will research resolutionOverstock products are shipped from thousands of warehouses; if a part is not available at the nearest location to our customer our supplier may ship from an alternative locationIt may take 1-business days for a warehouse to verify parts are availableIt may take, an additional 3-business days, to prepare parts request for shippingCustomer contacted Overstock to report left doors were received with his package, on 1/07/On this date a second email was received by our customer creating an alternative incident, recognizing the issue was same as the original issue our customer didn’t receive a reply as the matter was currently in reviewOur warehouse advised on 1/09/2017, that the replacement right side door was ready to ship with UPS under tracking number [redacted] On this date customer sent an email to Overstock creating a new incident concerning the parts requestRecognizing the issue has been addressed, with an email advising our customer of the shipment of his needed parts, Overstock did not reply believing the situation has been addressedCustomer may discuss the payment of an order with their financial institution, if I may be of further assistance please contact Overstock customer care at 800-843-2446, you may request to speak with Carrie Gin the Executive Relations DepartmentSincerely, Overstock

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 meThey basically missed a couple conversations with both Overstock and Marketfleet, but I am satisfied with the refund Sincerely, [redacted]

To whom this may concern,We would be happy to offer the customer the requested 48% discount off of the Bumble and Bumble 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/7942...⇄ 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 daysWe 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 mannerIf the customer would like to take advantage of our offer of 48% off of the Bumble and Bumble Ounce Surf Spray, they can contact our Executive Relations at ###-###-#### and ask to speak with Carly T.Sincerely, Overstock

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 $to keep the item receivedOn 07/31/2015, we advised the customer that we would issue the $they were requesting, and to confirm if they wanted to continue with the refundOn 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 creditOn 07/31/2015, a refund was issued to the customer's Visa credit card account, in the amount of $The refund should post to the customer's credit card account within approximately the next 2-business daysIf 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

To whom it may concern, According to our records, there was conflicting information provided to our Loss Prevention DepartmentWe were first informed that the customer had moved to her daughter's home and the billing address would be updated with the credit card companyLater we were informed that the order was a gift intended for her daughter and that the customer hadn't movedBased 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 suspiciousTherefore, 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 fileOn 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 issuesHowever, 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 [redacted] , and request that the matter be reviewed.Sincerely, Overstock

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 taxesWe have attached the record we have received from BongoAs we show the duties and taxes weren't paid, the orderwas 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 dutiesTherefore, we requested that Bongo issue a refund in the amount of $EUR.Bongo informed us that they released the funds to PayPal on 08/03/2015, in the amount of $EUR; however, we have found out today, 08/11/2015, that the funds are being held by PayPal, as the customer filed a disputePayPal 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

To Whom it May Concern, Customer purchased the Furniture of America Dianne Scrolled Double Pedestal Rustic Natural Tone Dining Table with 18-inch Leaf Rustic Natural Tone on 9/8/and paid $1,166.19One part of the item was shipped with a damaged part and without assembly instructionsThe needed part #4-Table Base is scheduled for delivery 10/4/UPS Tracking # [redacted] The assembly instructions were emailed to the customer on 9/26/17Although Overstock does not have a customer facing policy regarding price matching, all price matches are not to exceed $per item (this is by exception base only and is not an obligation by Overstock) On 9/29/customer was refunded a total of $for the purchase of the itemThank You,Overstock Customer Care

Complaint: [redacted] I am rejecting this response because:This email is indicative of the type of customer service rendered by OverstockThe timeline for shipping the item was provided in my email and simply shows that it took business days to arrive from PA, a two-three day point on UPSSimply stated turn around is suspect when shipping ordersAdd to the timeline that replacement item will not be here until January 12thThat would make BUSINESS days before I can use the item I ordered.The crux of my complaint involves exactly what the response highlights, lack of concern after the saleNONE of my emails were answered which explains the redundancy in my queriesNO effort was generated on their part to resolve this in a timely mannerThe shipping of the replacement item had nothing to do with their warehouses, it came from the manufacturerWho I SPOKE TO TO MAKE THIS HAPPENNo one from Overstock had contacted them or made any effort to resolve thisChat person was rude and apathetic and did nothing after stating they would do soDid not receive a follow up phone call from their parts department once again as stated by their chat personActually received no response whatsoeverOverstock could have easily intervened and had this part shipped from a more local warehouse than Canada, person from manufacturer confirmed this, however no effort was made so Prepac followed their processSimply put customer service made no attempts to determine to either contact me or do anything, other than a cursory glance at issue, to resolve this.The credit card used was theirsso I did indeed contact the correct financial institutionof course one would have to expend a certain amount of energy and concern to determine this,Neither of which Overstock cares to doAs with the the entire transaction process once the money was received all concern endedBy the way I sent an inquiry regarding the possible sale of an item and that email response came within hoursCoincidence I am sure.Bottom line this is atypical of the quality of online customersTheir reps are under-trained and company policy limits their role to merely clearing a queue as no real customer service is providedNot one word was written to acknowledge the situation being unfortunate nor any apology givenJust further incomplete truths, denial and posturingThankfully Amazon is alive and well and setting the standard for customer service Sincerely, [redacted] ***

To whom it may concern, All merchandise sold on Overstock is 100% authenticThe Extended Selection Yves Saint Laurent Cabas Rive Medium Black w/Silver Hardware Gauche Satchel Handbag, offered on Overstock is shipped from an authorized vendorIf a customer is not happy with the quality of merchandise received we stand behind our product with a day return windowDue to the value of the Extended Selection Yves Saint Laurent Cabas Rive Medium Black w/Silver Hardware Gauche Satchel Handbag, if the security tag has removed, or any paperwork that was shipped with the product is missing overstock is unable to accept your returnThe prepaid label offered by Overstock insures up to $We are unable to take liability of an item that has not reached our possession at the provided return facility, for this reason our customer is asked to return high value merchandise on their own with a reliable traceable carrier, and should purchase insurance to cover the value of the item in case an occurrence may happen in transitOur customer has been contacted on 12/05/2016, via phone and emailWhen it's determined the item is defective, damaged or incorrect, we'll gladly refund the shipping you pay to return it Sincerely,Overstock

To whom it may concern, We have reviewed the most recent correspondence on this matterAccording to our records, the warehouse shipped out replacement partsHowever, 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 pivia UPS tracking numbers: [redacted] , [redacted] , [redacted] , [redacted] , [redacted] , and [redacted] UPS will attempt to pithe packages today, 07/07/If UPS is unable to pithe packages today, they will make two more attempts, before the call tags are canceledThe customer will receive a refund in the amount of $due to they have used the reward dollars earned from this order on the new order that was placedWe are still following up with the customer to ensure that the refund is issued once the packages have been picked upThe customer has placed a new orderWe issued a $discount on the orderTherefore, after the reward dollars and a 12% off coupon was applied to the order, the customer has only paid $for a bed; which was listed on our website at the price of $1,The new bed the customer has purchased is an oversized itemOversized items can take 1-business days to ship out and 1-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 [redacted] , so that we may further assist them with their concerns Sincerely, Overstock

To whom it may concern, The terms and conditions of this particular coupon state that the 12% off couponmay only be used once and cannot be combined with any other offer nor past purchasesDoes not apply to items in current site promotionsThis coupon cannot be combined with any other offer or couponThe "extra 10% off" items listed on this promotion showed a list of specific items that are currently 10% offThese products were not a combined discount of 12% and 10%, they were just being shown that they were on saleSincerely , Overstock

To whom it may concern, The customer purchased the Samsung XE303C12-A01US 11.6-inch 1.7GHz Exynos Dual Core 2GB RAM 16GB eMMC ChromeOS Chromebook (Refurbished), on 08/06/2016, for $On 08/14/2016, the customer contacted us, and reported that the laptop is lockedA replacement order was processed On 08/23/2016, the customer contacted us and advised that the replacement laptop was also lockedThe customer was assisted with an order for a new and unused laptop at no additional chargeThe value of the replacement laptop, which we shipped at no additional charge, is $ [redacted] The customer was sent a return label to return the first laptopThe customer will need to return the first laptop receivedIf the customer does not return the first laptop, they will be charged for the replacement order that was shipped to themHowever, the customer was informed that they would not need to return the replacement laptopConsequently, Overstock will not issue the customer a full refund plus provide the customer with a free product*** Sincerely, Overstock

To whom this may concern, [redacted] Order placed 04/11/and delivered 04/15/05/03/First contact by customer asking: customer noticing upon wearing the ring that the prongs are really rough and they are getting caught in clothing and blankets? Is this a thing? Can the prongs be smoothed out? 05/03/Overstock representative contacted the customer and the customer explained the issueA return was not what the customer wanted at this time05/04/Overstock emailed the customer advising of the year manufacturer warranty05/04/Overstock advised the customer that the shipping to the warranty repair would have to be paid by the customer – but we would reimburse for the money spent to shipThe warranty would pay for the ring to be sent back to the customer after repair08/01/Customer contacted us by our chat option and explained the ring was doing the same thing (the prongs are really rough and they are getting caught in clothing and blankets)The customer was given the return address for the warranty to send it in for repair08/19/the customer contacted us to advise she returned the ring again under the warranty and placed a note in the box asking that the ring not be repaired but rather returned for a refund due to the problems she was having with it Also the customer received an email stating the warranty department had received the ring on 08/04/08/23/Customer contacted Overstock by chat asking when the refund would be issued; and at that time we sent an urgent request to the warehouse/shipper asking if they had received the ringThey had not received it The customer was not able to provide the return tracking number as her computer went down and she was not able to get into the computer for any stored information08/24/Overstock emailed the customer and advised that the warehouse/shipper had not received the returned ring08/24/Customer contacted us by email to advise she had transposed some numbers in the address and the ring had been returned to her08/25/Overstock had all the information needed to take care of the returnThe customer needed the address of where to return the ring for a refund09/02/Overstock emailed the customer the return instructions and the address to return the ring to09/03/Overstock emailed the customer with return instructions and return addressThis email included the fact that we can reimburse the customer for the return shipping chargeThe information sent included: Fax the shipping receipt to ###-###-#### Attn: “ [redacted] ”, [redacted] ,for reimbursementThe issue was resolved because once the item is returned the refund will be given Sincerely, Overstock

o Whom It May Concern:The customer placed the order on 07/14/for the Hisense40H40-inch 1080p 60Hz Smart LED HDTV, order # [redacted] The TVdelivered and it did not include the TV feet/stand that is necessary to standthe TV up for viewingWhen the customer called in for assistance 07/17/2015, wecreated a part request for the missing feet The warehouse/shippercontacted us 07/20/regarding that part request to advise they did not haveany feet available to send to the customer They did however provide aweb 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 beable to get the needed part shipped to him Since the feet were not readily available and the additionalstep of using the website to get the feet sent was time consuming; the customerdecided to have a replacement TV sent instead The replacement order# [redacted] was placed on a day expedited shipping method Overstocksubmitted the needed information to get the missing feet sent to the customeras well as shipping a replacement orderThe replacement order# [redacted] was delivered on 07/23/2015and the feet were missing on that TV as well The part did ship to the customer and when it arrived on07/31/it was the wrong feet/ stand for that specific TV The customer then decided to purchase another style andmodel TV as he was trying to get the needed TV for his daughter’sbirthday The customer called in on 07/31/and the customer serviceagent assisted with finding another TV that would work for the customerThe order [redacted] was placed for the Vizio E-Series E43-C43-inch 1080p120Hz Smart LED HDTV (Refurbished) The new order arrived withoutthe feet and the remoteThe customer contacted us about the TV he received and acustomer service agent called the warehouse/shipper about the missing feet andthe missing remote The warehouse advised the feet could be overnightedto the customer but the remote was out of stock The agent gave thecustomer the options to return the TV for a full refund or we could send theneeded feet and compensate the customer with enough money to purchase aremote The customer did not want either of those options and insteadwanted a TV “overnighted” to him The agent explained that we do not havean expedited overnight shipping method in place for TV’s The customer has returned the first TV from order [redacted] .It was returned with the free return shipping label we sent to hisemail address and the tracking shows it arrived at our warehouse on 07/27/2015at 11:AM The customer has been refunded in full for the warranties hehas purchased for two TV’sThe replacement TV, Order # [redacted] , and the TV Order # [redacted] are still with the customer The labels to return these TV’shave been emailed to the customer We would respectfully request that the customer give us acall at [redacted] , so that we can further assist the customer with returningthe TV’s, and to provide the customer with assistance in locating another TVand ensuring that the TV has feet/stand included with the order If the customer would like to take advantage of this offerand our assistance, they will need to ask to speak to Rose G., in the ExecutiveRelations DepartmentSincerely, Rose G.Executive RelationsOverstock

09/20/To Whom It May Concern: On 04/25/the customer purchased the Hometown 5-Piece Seating Set and the Safavieh Adirondack Vintage Distressed Ivory / Silver Rug (10' Round)08/24/customer contacted Overstock for assistance to return the set because it was showing rust in several places08/25/the customer was sent an email that contained the manufacturer warranty informationThe email contained information regarding working with the manufacturer: some of the email: We purchase our items in bulk from many different vendors across the country, as soon as we receive it on our end; we offer it to our customersWe have a day guarantee on all items and for when we are past this time; we do refer you to the manufacture to honor the warrantiesI do see this is currently covered by a year manufacturer warranty To use this warranty, you will need to call Oakland Living at 248-652-They will be able to assist you with repairing/replacing the set08/27/notes on the account state the agent is waiting till Monday and if the customer does not reply they will close the incident as the warranty is being utilized09/06/the customer has contacted us by email and advised that she has no intention of repair or replacement that she would like a refund only 09/11/the customer has voiced her opinion regarding the Solution Specialists email advising that since this would be a late return the customer would take the chance of receiving a partial refund and the rug had been ruined (because of the rusting out door set sitting upon it) so the customer had thrown it awayThe Solution Specialist said no refund for the rug because no pictures and it had been thrown away09/13/-09/emails continued between the specialist and the customer without the issue being resolved09/16/the customer begins asking for the address for our CEO and or a SupervisorThe request by the customer is not metThe customer has advised that she will accept the 50% refund but is requesting that she does not have to pay the return shipping of $09/18/the customer request for CEO information to contact our CEO is once again not met09/19/email sent to the customer advising the return shipping fee cannot be waived09/19/Customer replies to email and asks that the refund of 50% be given without her returning the set09/19/Overstock Specialist called the customer and left a voice mail noted as: Left Message for [redacted] that we need an answer by EST we cannot refund her without returning the set09/20/customer is called and voice mail left and email was sent and the incident was closed09/26/an agent has contacted this customer and left a voice mail and sent an email advising that they want to help her get this resolvedWe will work toward a happy medium between both the customer and Overstock(PS another reply was sent and rejected by the customerPlease note and disregard as this issue is being worked differently then described in the first reply that was sent to you.) Sincerely, Overstock