Overstock.com

Complaint: [redacted] I would like to know where the presence in my state is established and why nothing is being handled or shipped from that presenceI will not close this until I have a valid shipment sent to meThis is supposed to be a gift which is now going to be late Thanks, [redacted]

Complaint: [redacted] I am rejecting this response because: I first contacted them on the #2 failed computer in January, and received "no help" on return or replacement by warranty company, I made payment on this computer and the warranty for January-July; #3 computer quit in Marvh and I contacted Overstock again, this time regarding both computers. Again, they were "No Help" in resolving this matter, I continued making payments on both computers, Through July. Therefore, refunding the cost of the computers should now be 6 months of payments made on failed computers and the six month payments on the warranty( then the total cost of the computers would be refunded. Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: you refuse to acknowledge the two customer service chats I had already made, the first chat representative said the same thing about initiating an inquiry into the matter and never heard from you guys againThe second representative I chatted flatly did not careA good company by now should have investigated themselves why the shipment has not been updated in almost one month and in the least apologized and refunded the moneyI do not want the product or the refund anymore and you can keep them both Sincerely, [redacted] ***

To whom this may concern, [redacted] 08/07/– ordered nuLOOM Traditional Vintage Inspired Overdyed Floral Turquoise Rug (5' x 8') - the product takes business days to process and ship from the warehouseOur website advised that the estimated delivery date would be 8/15/This order ship confirmed on 8/8/2017, the day after the order was placed by the customer8/15/– On this morning, the customer contacted our customer service through chatThe customer had brought to our attention that the tracking showed no movement since it was ship confirmedCustomer service explained to the customer that we’re still technically within the shipping timeframe and that the tracking should update soon8/16/2017- The customer has chatted in again on this morningThe customer explained that they had contacted UPS, UPS had advised that the package wasn’t picked up from the shipper’s location yetCustomer service advised that once the shipment arrives to the customer’s local shipping facility, it will scan inAt this time, the customer was on with UPS as well as OverstockUPS stated again that they do not have possession of the package and that the customer would need to request a re-shipment ( replacement order ) – the customer requested that we issue them a replacementSince the order was within shipping time, a replacement was not granted to the customer8/19/– The customer reached out via chat serviceThe customer explained everything that has happened thus far and they wanted an update on where their order isCustomer service continued to assure the customer that they would receive the product on or before 8/21/8/21/– This would be the customer’s 4th time contacting via chat serviceThe customer went on to tell customer service about everything that has happened up to this pointThe customer had not received their order yet at this timeThe customer advised that if they do not have the product by the end of the day today, they need a replacement shipped and requested that be overnightedThis time the customer is very upset and threatening legal actionThis chat was escalated to a supervisorThe supervisor issued the customer a full replacement order with expedited shipping ( 3-business days )At this point, a claim was filed with UPS for a lost packageReplacement order number [redacted] This order was promised on or before 9/1/The customer asked this issue to be escalated past this supervisorSo this issue has now escalated twice to a manager nowThe customer was advised that they would be receiving a call within hours from another manager8/23/– The customer was called, the manager left a voicemail to the customerA 15% off coupon was issued to the customer due to the troubleBecause the customer wasn’t reached by phone, an email was sent to the customerBy this time, the replacement order shipped 8/22/Since there were scans to this shipment, we were able to see that the order will deliver to the customer on 8/25/The customer replied to the email that was sent and asked for 30% back to their payment method as well as the 15% offThis wish was granted from the manager$was refunded back to the customerThis order is arriving to the customer today, 8/25/2017, UPS tracking [redacted] This issue has been resolved Sincerely, Overstock Tell us why here

10/24/To Whom It May Concern: 09/14/– Customer contacts us to return the order and a return shipping label is created and sent to the customer email address The tracking number is: UPS [redacted] ***09/16/– The package shows returned on this date to our warehouse.09/19/- A credit in the amount of $was placed on the customer’s method of payment$is held for the cost of the return shipping label09/23/– Customer contacted us regarding the return shipping label cost and was not happy with paying for the labelAn exception is made.09/23/– A credit in the amount of $is placed on the customer’s method of paymentTotal refund is: $95.9809/27/– The customer contacted Overstock Chat to inquire about his credit and was advised the full credit has been placed on his method of payment in two installments of $and $11.30.When a credit is given and we send the customer an email or verbally tell them it will include the statement: “Please allow 2-business days for the credit to be posted; however, if you don't see your credit, you may need to contact the issuing financial institution to find out their credit posting time frames.” Sincerely, Overstock

Complaint: [redacted] I am rejecting this response because:There is nothing that I found in the terms and conditions link provided that should have prevented this order being cancelled prior to the item shipping (which is, according to the terms and conditions, is the time in which a contract is accepted). Furthermore, I was informed by the customer service department that to return the item I would need to incur additional charges (over half the price of the ottoman in this case). This is not an acceptable resolution. I have since this first message received the shipping notification despite the several requests to cancel the order, and I have notified the shipper, Fed-Ex, that this order was not authorized and should be returned to sender without delivering to my residence. I would like an immediate and full refund to my credit card through Paypal. I have also started the dispute process with both Paypal, and my credit card company directly. Please refund my money and review your customer service policies so this does not happen to other unsuspecting people. Sincerely, [redacted]

To Whom It May Concern, The customer placed an order for 2 of the Sea Gull Hettinger 1 Light Brushed Nickel Wall Bath Fixture, on 5/22/2017, the order was processed by Overstock under number [redacted] . As custom furniture it may take 4-6 weeks to prepare and ship from the warehouse. The... inventory control data base did not recognize the shortage of inventory. On 06/02/2017, an individual Sea Gull Hettinger 1 Light Brushed Nickel Wall Bath Fixture, was shipped. Once it was recognized the order was incomplete UPS was advised to return the package. Customer’s funds have been returned to the original form of payment on 6/06/2017, in the complete purchase amount. Customer may like to discuss posting time frames with their financial institution directly. This is an uncommon circumstance; Overstock is always working to improve our systems to help better the experience of our customers. Customer is welcome to review Overstock “Terms and Condition” within the link below: https://help.overstock.com/app/answers/detail/a_id/63 Sincerely, Overstock

To whom it may concern, Overstock is not required to offer warranty of the product if it is not provided by the manufacturerIn this case, there wasn’t a warranty in place for this productThe products purchased by the customer were delivered in new and unused condition and there were no issues reported with the product within our day return timeframeWe were contacted by this customer approximately months after the stools were deliveredOverstock cannot be responsible for the customer’s use or care of the product since the product was delivered which was in new and unused conditionTherefore, Overstock will not be replacing or refunding for the productIf the customer does not agree with this decision, they can call us at ###-###-####Sincerely, Overstock Tell us why here

To Whom It may Concern, On 02/23/2017, the customer processed order number [redacted] , for the Nourison Utopia Ivory/Taupe Rug (7'x 10'10)Acknowledging customers screen shot of Item number [redacted] , in customers cart, the product featured in the cart from the customers screen shot, shows an alternative image than the product currently featured on Overstock for Item number [redacted] I have researched this matter further, finding the Nourison Utopia Ivory/Taupe Rug (7'x 10'10), currently displayed, and described accurately as the ”Indulge your fantasies with this collection of striking abstract patterns in muted grays and chromes”, model number UTPBEIGE, IVORYThe product featured in the customers screen shot is a Persian design, and is not currently available on OverstockOverstock has provided an in –store credit in the amount of $as a courtesy for the situation and product discrepancyThe customer has returned the Nourison Utopia Ivory/Taupe Rug (7'x 10'10), Overstock has covered all return shipping cost The customers refund has been released in the complete purchase amount on 3/09/Customer is advised to contact their financial institution directly for posting time framesSincerely, Overstock

To whom it may concern, The customer purchased a HP Compaq Intel Core i3.4GHz 500GB Computer (Refurbished) on the Overstock websiteThe customer contacted Overstock to report an issue with the computerOverstock assisted the customer with a return The customer contacted Overstock after we had assisted them with the return of their order, to explain that they had received a call from a person, "who said they were from Microsoft"The customer explained that they asked the person how they had gotten their phone number, and that as the person was less than professional, the call was endedThe customer went on to ask Overstock how the call happened within minutes of a chat conversation that they had with OverstockThe customer advised that they were concerned that their personal information was being shared outside of our companyThe customer requested that a manager follwith them on Monday, 08/22/We replied and advised the customer that we use SSL encryption and the latest technology to ensure that their shopping experience is safe and secureThe customer replied and requested that a supervisor contact them on Monday, 08/22/Consequently, we did confirm that someone would contact the customer back to further assist them with their concernThe customer was also provided with our phone number in which they could contact us and a reference number that they could reference for the chat conversationA supervisor did contact the customer back on Wednesday, 08/24/2016, and advised that we did check with our Technical Department and they confirmed that our company is safe and secure and that we did not give any information out***Overstock is not, in any way, related to the call that the customer receivedWe did not share the customer's personal information with anyone outside of our companyIf the customer is concerned with ID Theft issues, we would suggest that they contact their local authorities, and file a report with themSincerely, Overstock

Complaint: [redacted] I am rejecting this response because:I asked several times to both the customer service representative and the supervisor...how do I become an authorized user on this accountHow do I go about becoming able to discuss this matter with youAt NO time was I offered a resolution of providing a death certificateAll I got was repeated to me...we can't speak to you because you are not an authorized userWe can only speak to the account holderOkay, how do I do that? Then I was told I must have power of attorney, which is null and void at her death, or I could log in to her account and put my name on her accountWhy was the death certificate never offered to meThe supervisor didn't even have a clue what to doHe said he had to speak to some of his "colleagues" and he would call me back the next dayOf course he never did, so I had to call, in which he again told me he just wasn't able to discuss this with meNo resolution offered whatsoeverSo please don't make it seem like it's just that simple...just provide a death certificate That was never once offered to meOtherwise, of course I would have sent it I was treated rudely by your sorry excuse of representatives and supervisorsThey need to have a better protocolSo now begs the question, where do I fax this certificate and how do I get ahold of whoever I am supposed to Sincerely, [redacted]

To Whom It May Concern, Our customer purchased the original Brother SEComputerized Sewing and Embroidery Machine Factory Refurbished, on 11/24/2015, order number [redacted] Overstock offers a day return windowThe Original Brother SEComputerized Sewing and Embroidery Machine Factory Refurbished includes a year Limited Distributor warranty, customer purchased additional Year Platinum Protection Plan at time of purchase1/20/2016, Customer contacted Overstock informing the CD they received was blank and the embroider Foot is missingUnable to connect customer with manufacture, Overstock initiated a complete replacement under order number [redacted] Replacement Brother SEComputerized Sewing and Embroidery Machine Factory Refurbished, delivered to customer on 01/25/12/20/2016, Customer contacted Overstock for warranty information1/05/2017, Customer advised the machine is brokenOverstock customer care representative advised customer to contact Year Platinum Protection Plan2/03/2017, Customer contacted Overstock advising merchandise is defectiveClaims # [redacted] , is currently open with Overstock Year Platinum Protection PlanPlatinum Protection Plan, has opened a claim with the manufacture of the Brother SEComputerized Sewing and Embroidery Machine Factory RefurbishedCustomer’s product is currently in the repair process with BrotherPlatinum Protection Plan, expects to receive merchandise within 1-weeks, and will contact customerSincerely, Overstock

To whom it may concern, The customer placed an order on 05/23/for three Zodaca Colorful Multi-string Fashion Wrap Multi-layer Leather Free-size Bracelets On 06/01/2016, the customer contacted us via email, and reported that the bracelets came apart, one at a time, the day they were worn On 06/03/2016, the customer was contacted and advised that a refund had been issued in the amount of $17.50, to their MasterCard credit card account, as it wasn't cost effective to return the itemThe customer should allow 2-business days for the credit to be posted; however, if they don't see the credit, they may need to contact the issuing financial institution to find out their credit posting time frames Please convey our apologies to the customer in regards to the bracelets breaking apart after wearing themWe have sent a request for the quality of the product to be reviewedWe thank the customer for bringing this matter to our attention Sincerely, Overstock

To Whom It May Concern: 08/16/- The customer contacted us to report defects found on the recently delivered sofaPictures were sent in showing the defective parts08/23/– The customer utilized our On-line Chat and contacted us regarding the issues with the sofa and asked why he had not been contacted09/17/– A Specialized customer care agent, with the Oversized Items Department, has currently been assigned this issueThe agent has contacted the customer by emailThe customer may reply directly to the email that was sent, or may call 800-843-and ask to be transferred to the Oversized Items Department Sincerely, Overstock

To Whom it may concern, Our representatives are not specialized in any particular product and will review the details of the item available on site, as well as any additional information found in the product historyWe strongly recommend customers personally review all product details before placing an orderEvery product we sell as Reconditioned or Refurbished must pass a thorough inspection and be in full working conditionAny items sold in recondition or refurbished will be mentioned within the product details and the product titleWe recommend our customers take a complete inspection of the merchandise upon arrival to assure the product meets their standardsOverstock stands behind the quality of our productIf you are not 100% satisfied with your product we provide a day return windowWhenever Overstock received numerous complaints, returns on a specific item for the same reason, we will report these issues to our quality control department for further investigationProducts may be discontinued or removed from site until such issues are resolvedUpon review of our customers order history I found several orders are returned and refunded: [redacted] ; for the Brother LX20-stitch Function Sewing Machine with Instructional DVD (Refurbished) refund amount $50.97, released on 05/29/ [redacted] : Janome Marine Magic Basic, Easy-to-Use, 10-stitch Portable, lb Compact Sewing Machine with Free Arm, refund amount $released on 07/28/A $in-store credit was used on order number [redacted] , for the Brother XL-2600i Electronic Sewing MachineThe amount refunded to Credit account $69.99, in-store credit was returned to the overstock account and all funds returned to the original form on 08/09/2016.The available $in-store credit was reapplied to order number [redacted] for the Brother JX17-Stitch Sewing Machine with Stitch Function Factory Refurbished, amount of $returned to credit account available, in-store credit used at the time of purchase $all funds released to original form of payment on 09/23/Customer has been refunded for the amount paid with Credit accountThe in-store credit $was issued as a courtesy to cover the difference of the retuned item, to help toward the purchase of another item, and will remain on the Overstock account for next purchase, expires on 09/23/Sincerely, 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 me Sincerely, [redacted]

Revdex.com:I do believe that Overstock should have reimbursed me for the entire cost incurred to replace the printer Also, I don't believe I should have needed to contact the Revdex.com to get this resolved I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

To whom it may concern, The customer placed an order on 06/20/for the Winterial Oversize Outdoor Tent CotThe customer paid $for the item This item is listed as being sold and fulfilled by a Market Place partner named MarketfleetBecause the order is fulfilled through this partner, if a customer has any issues with their order, they are referred to the partner to resolve their concernsOverstock doesn't have any notes regarding the customer's contact with Marketfleet According to our records, the customer did contact Overstock on 06/27/2016, to report that they didn't receive the item that was listed on our websiteTherefore, we advised the customer to contact Marketfleet to assist with the returnMarketfleet's contact information was provided to the customer We have confirmed that the customer returned the merchandise and a refund was issued to their Visa credit card account, on 06/29/2016, in the amount of $It can take 2-business days for the credit to be posted; however, if the customer's doesn't see the credit, they may need to contact the issuing financial institution to find out their credit posting time frames Generally, the customer would need to speak to Marketfleet for assistance in reimbursement for their return fees; however, we willing to make an exception, and to help the customer with the $return fees, if they can provide us with a receiptAccording to our records, our Pay Support Department has contacted the customer on 07/05/to assist in compensating for the return feesWe are currently waiting to hear back from the customerWe would ask that the customer contact us at [redacted] , and ask to speak to the Pay Support Department, so that we may further assist themSincerely, Overstock

To Whom It May Concern, Customer has advised the needed parts are available to complete assembly of the Baxton Studio Amara White Modern Bed, in the Queen Size Bed-White, optionOverstock has initiated a UPS Call tag, excess parts have been confirmed pick up from customer’s location, and are in transit for return Sincerely, Overstock

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