Overstock.com

[redacted] Complaint [redacted] To whom it may concern, I have not found any correspondence on the Customer's Account in regard to the incidentThis item ships groundIt has a 1-business day time frame to ship from the Warehouse and then 2-business days for deliveryPer these guidelines the item is on timeIf the Customer has correspondence and screenshots, please call and speak with an Agent to have the correspondence and Photographs added to their Account for ReviewSincerely, Overstock

To whom it may concern, On 8/the customer called us stating when he calls out, people tell him it sounds as though he’s underwaterWe provided him with the warranty contact informationOn 8/The customer called to have the receipt emailed to him to make claim on his phone This was emailed to him On 8/The customer called in and advised that the warranty contact stated he needed to call Verizon who told him to contact the manufacturer Motorola He advised being stuck as they wanted a PDF of the order receiptThe customer was upset that he was not getting anywhere and the phone was still defective We advised the issue would be escalated to further help and he’d have to wait 1- business days On 8/The customer called to ask what his options are stating the warranty was no help and his speakers no longer work We set up a return for a refund and emailed the return label to have it sent backThe phone is being returned for a refund when it arrives back to Overstock and becuase the year warranty was not utilized, it too will be refunded 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] P.S I am delighted with the resolution and appreciate your help more than words can expressThank you so much

To whom it may concern, The customer placed an order on 07/05/2016 for the Convenience Concepts Oslo White Wood 1-drawer Desk. On 07/06/2016, the warehouse provided the customer with tracking information for their order. The order was shipped out under UPS tracking... number [redacted] . On 07/07/2016, the customer contacted us to cancel the order, as it appeared that it was still processing. We advised we cannot cancel the order and advised that the order would be delivered on or before 07/12/2016. On 07/12/2016, the customer contacted us for an update on the delivery status of their order. We reviewed the tracking and because it hadn't updated, we advised we would forward the issue to a specialized representative for research and provide a valid tracking number. We explained that if we were unable to provide a valid tracking number, we would have a replacement order shipped out. On 07/13/2016, the customer called us for an update on the status of their order. We advised that if tracking information wasn't updated by 07/14/2016, we would process a refund to their credit card account. On 07/13/2016, the customer used our chat option to contact us. They wanted an update on the status of the order as a previous agent had advised that a replacement would be shipped out if the tracking hadn't updated. The customer requested that a replacement be shipped out 07/13/2016 and if the agent couldn't make this happen, they wanted to speak to a supervisor. The agent explained to the customer that we were out of stock and if the tracking didn't update by 07/15/2016, a refund would need to be issued. The customer asked for supervisor in regards to the agent's response. The agent did speak to their supervisor and notified the customer that because the item was out of stock, a refund would be issue, as we were unable to process a replacement order. We offered to notify the customer when the item was restocked. The customer was unhappy with the response received and asked several times to speak to a supervisor. The agent continued to discuss the process and that we would need to allow the timeframes for the tracking to be updated or for a valid tracking number to be provided. The chat conversation was ended shortly after. On 07/14/2016, the customer contacted us, using our chat option. The customer explained the experience they had with the issue and requested their money refunded. We advised that they would be contacted by the end of the day to further assist them with the refund. On 07/14/2016, we emailed the customer, and provided the details of their refund. The customer was issued a refund on 07/14/2016, to their Overstock store credit card account, in the amount of $174.99 and issued an in-store credit in the amount of $20.00 to their Overstock account. ***Please convey our apologies to the customer for the lack of assistance they received when contacting us. We will have this matter addressed accordingly so that we can improve on our customer service. The customer paid $174.99 for this item. Therefore, because the Porthos Home Ruby 2-Drawer Console in white is currently $229.99, we have determined that the difference in price is $55.00. Consequently, because the customer has received a $20.00 in-store credit to their Overstock account, we have issued an additional $35.00 that can be used towards the purchase of the Porthos Home Ruby 2-Drawer Console in white. By using the credit, the customer will have received the same price as was originally paid for the Convenience Concepts Oslo White Wood 1-drawer Desk. This credit will automatically apply to the customer's next purchase when they log in to their Overstock account and place an order. Sincerely, Overstock

To Whom it May ConcernCustomer contacted Overstock via message to return the necklace at 7:PM on 2/ On returns for high value jewelry we have questions we need to ask the customer Due to the volume of returns it may take 1-business days to contact the customer back Customer called in at 9:AM on 2/as they did not want to wait to be contacted The agent they spoke with is not on the Specialized Return team and asked the customer to wait to be contacted Customer called again at 9:and the return was set up Customer was emailed the instructions to return the necklace and advised that once received credit will be issued within business days That is our standard timeframe Due to a high volume of returns after Christmas, there can be a slight delay in return completions.Tracking shows the item was returned 2/ Normally the return would be completed by 2/ This did take an additional three days and was completed 2/ Customer has been fully refunded the $1,their form of payment SincerelyOverstock Tell us why here

Hello,In researching this customer's account, we were unable to find that the customer contacted us to return an item from their order placed on 6/09/2015; however, we will assist with the issuePlease call [redacted] and our Customer Care department will assist with the return and the return instructions.Thank you,Overstock

To whom it may concern, When a customer places an order, regardless of the payment method used, it is subject to review by our Loss Prevention DepartmentThe customer placed an order on 11/28/The order was reviewed by our Loss Prevention Department and canceled due to some concerns with the information provided to usThe customer placed another order on 11/28/The items ordered were some of the same as the previous order that had been canceledThis order was also canceled by our Loss Prevention Department.On 11/29/2015, the customer contacted us, and requested to know why their orders were canceledThe customer was advised to contact our Loss Prevention Department for further assistanceThe customer contacted our Loss Prevention DepartmentIt was confirmed with the customer that the order had been canceledThe customer requested to close their Overstock accountOn 11/29/2015, the customer placed another orderThe item ordered was the same as a previous order that had been canceledThe order was canceled based upon the notes on the customer's account regarding the concerns with the information provided to us.On 11/30/2015, the customer placed another order, and our Loss Prevention Department canceled the orderOn 12/11/2015, the customer placed another order, and it was canceled by our Loss Prevention DepartmentThe customer called and we discussed our concerns with the customerThe customer was asked to send a wire transfer to complete their orderThe customer became abusive with the representative and so the call was disconnectedWe have not heard back from the customer since 12/11/2015.*According to our Terms and Conditions (https://help.overstock.com/app/answers/detail/a_id/63), we "reserve the right to refuse service" and "terminate accounts", as well as "we may terminate your access or suspend your right to access to all or part of the Site, without notice, for any conduct that we, in our sole discretion, believe is in violation of any applicable law, is in breach of these Terms or is harmful to the interests of other users, Associates, or usIn addition, we reserve the right to refuse an order from any customer in our sole discretion.If the customer doesn't agree with the decision that was made regarding their account or the wire transfer that was requested, they can contact our Loss Prevention Department, and appeal the decision that was made with a Loss Prevention SupervisorAn appeal doesn't guarantee that the customer's account will be reopened.**Please note, for security reasons, we cannot discuss or release any information in regards to the customer's husband's or daughter's account, unless the customer is listed as an authorized user on their accounts.Sincerely, Overstock

To whom it may concern, We have confirmed that the customer paid $when they placed their orderBecause the customer returned their order, and the clasp on the DB Designs Sterling Silver Black Diamond Accent Paw Print Necklace was defective, a full refund should have been issued to the customerIn reviewing the customer's order details, we found that there was a system error, and the customer's refund wasn't issuedTherefore, our Pay Support Department has issued the customer a full refund on 12/17/2015, in the amount of $19.94, to their PayPal accountIf the customer doesn't see this refund, they will need to check with their financial institution, and verify their credit posting timeframesSincerely, Overstock

To Whom It may Concern, On 3/04/2017, order number, for the Puerta Outdoor Wicker Sofa Set by Christopher Knight Home was reported to be damage: left arm part C, missing part Spring washerOverstock processed a request for partsOn 3/13/2017, customer reported that the parts delivered are incorrect and the spring washer was not includedIn an effort to assure the correct parts and washer are provided a complete replacement of the Puerta Outdoor Wicker Sofa Set by Christopher Knight Home, was processed under order number: [redacted] When a return is initiated, Overstock will provide an automatic response with return instructions advising excess parts or the original merchandise should be returned within daysSome email providers may filter messages as spam or promotionalThe replacement was delivered on 3/15/On 4/14/2017, the customer contacted Overstock concerning the replacement the Puerta Outdoor Wicker Sofa Set by Christopher Knight HomeThe customer did not heed to suggestion to pick the needed parts from the package before returning excessOverstock bean a parts request for the missing washer and arm restThe replacement was reported picked up by UPS on 4/21/2017, under UPS tracking number: [redacted] Overstock processed the reversal of the replacement charge on refund on 4/24/Our supplying warehouse has advised the replacement parts are in transit with FedEx tracking #: [redacted] Fed Ex has provided an estimated delivery date is 6/06/On 4/20/an in-store credit of $has been issued to the customer’s account; an additional Club O reward has been added to the customer’s account in the amount of $ Sincerely, Overstock

To Whom it May Concern, Our records show order number [redacted] , placed on 11/29/2016, includes one of the Furniture of America Grande 4-Piece Dark Walnut Bedroom Set: Eastern King option, with the Furniture of America Grande Dark Walnut 3-Drawer Nightstand sold separateProduct displayed on Overstock is represented with stock photographyImages may include additional decorations, furniture that can be sold separately or in an upgraded set, not all items will be availableThe written product description will provide clarification on the pieces included in a set The Furniture of America Grande 4-Piece Dark Walnut Bedroom Set, is available in several option, customer has selected the, Eastern King bedThe piece set includes: bed, nightstand, dresser, and mirrorThe Furniture of America Grande 4-Piece Dark Walnut Bedroom Set, was shipped with Lodeso under Pro #864511, delivery was confirmed on 1/04/If customer has not received bed, nightstand, dresser, and mirrorAlong with the additional Furniture of America Grande Dark Walnut 3-Drawer Nightstand, please contact Overstock customer service at 800-843-2446, or email [email protected] Overstock

To Whom it may concern, The replacement can be tracked here : [redacted] We need to give the shipping company 1-business days after the package shows delivered since on a few occasions the delivery scan can be pre-mature Sincerely , Overstock.com

Complaint: [redacted] I am rejecting this response because: I was told by Donna in customer relations on a recorded line that the luggage will be here that Thursday which was a lie Sincerely, [redacted] ***

To Whom it may concern, Our customer purchased the Serta Extravagant Firm Full-size Mattress Set 9/02/Serta offers a day satisfaction guarantee for a full refund with the acceptation of the restocking feeHome Direct MXD reports delivery on 9/23/2016, under pro [redacted] Customer contacted Overstock on 8/28/2016, with photos of the delivered productCustomer has advised the Serta Extravagant Firm Full-size Mattress does not provide the support expectedProceeding to pin point the variation in the stitching patternWe received images of the Law Tag, from our customer on 9/08/Our warehouse has confirmed on 9/15/the Law Tag indicated the item shipped matches the product sold for the listed modelI have personally reviewed the images on Overstock product page, in comparison to the images provided by our customerWe have requested photos from our warehouse to display the exact model on our product page, helping to assure our customers can make purchasing decisions based on visual satisfactionA call was provided to our customer today, a voice message was provided as well as emailOur customer will not be held responsible for return cost of restocking feesSincerely, Overstock.com

To whom it may concern, The customer contacted us on 02/20/and reported that they placed an order for some furnitureThe customer confirmed that they didn't receive an order confirmationOur records show that the customer contacted us, as they were concerned that they didn't receive an order confirmation The customer explained that when they contacted us, that we suggested placing a new orderHowever, he didn't want to place a new order as their coupon had expired, and the price of the item had increased, and there wasn't enough available credit to place the orderThe customer also provided an email received from Bongo showing an order number and the amount paid on the order We explained that we were experiencing problems with our order processing system and that the order wasn't accepted into Overstock's systemWe explained they would need to place a new order The customer replied and advised that they didn't "accept" the "solution"The customer stated that "It's a confirmed, legally binding order"Overstock replied that the order failed and that the customer should have been refundedWe explained that if the customer wanted to replace the order, we would assist and make sure the customer received the same price as they originally paid ***When a customer places an order, and uses Bongo to complete the payment, they are transferred over to Bongo's websiteBongo has partnered with Overstock to accept payments for international ordersHowever, if Bongo doesn't transmit the payment or the order to Overstock, we cannot complete the customer's order We have confirmed that Bongo received payment and provided the customer with an order number; however, Bongo failed to transmit the payment or the order number to OverstockTherefore, because Bongo failed to send payment or an order number to the Overstock, we are not able to complete the customer's order Overstock did confirm with Bongo that there was an error on their end and that they didn't transmit the order or the payment to OverstockAs a result, Bongo has issued the customer a refundThe refund was issued on 02/22/2016, back to the customer's payment method, and the customer will need to allow 5-business days for the credit to be postedIf the customer doesn't see the credit, they may need to contact their financial institution to verify their credit posting timeframes Overstock has advised the customer they will need to place a new order for processing and that we will help with the discount once the order is received from BongoIf the customer would like to take advantage of this offer, or need any help in placing their order, they will need to contact our International Department at ###-###-####Sincerely, Overstock

To Whom It May Concern, It is our hope that we will arbitrate this matter to a final solution. The Overstock.com supplier requested to have their items removed from our site on May 11th 2017. With... clarification and guidance from the supplier, we removed all of the supplier’s listings and proceeded with account deactivation in accordance with the terms of the applicable agreement. On December 27th 2017 the supplier contacted us and advised that our account had a past due balance owed to the supplier. Additional information necessary for research was requested from supplier. Five invoice numbers were provided by the supplier. All five invoices had been paid or accounted for in accordance with the payment terms outlined in the agreement. Suppliers accounting details were provided via our online portal for each payment made to supplier while supplier had access to the portal, per the terms of the agreement. The supplier was provided, via email, all payment records as a result of their concerns sent to us in December 2017. In addition, the suppliers Overstock account was closed with a negative balance, which was not pursued for collection by Overstock. If there are additional questions or concerns that these records have not addressed, our Partner Pay Support team will be happy to assist in outlining where the five invoices in question were accounted for, and to provide any additional clarity needed to resolve this dispute. At this time, we feel we have done everything that can reasonably be expected to satisfy this concern. For additional questions or information regarding your agreement terms or payment history with Overstock, please contact [email protected]. For specific questions or concerns for Supplier Oasis Transaction Fees shown on your Overstock accounting details, please contact [email protected]. Sincerely, Overstock

To whom this may concern,Regarding the customer’s first order [redacted] – our records indicate that this arrived on time and not days lateThe customer ordered the product on 11/29, the product shipped on 11/with USPSAfter the product is with the carrier there is a 3-business day(s) shipping timeframeThe customer did not pay for upgraded shipping on this orderThe shipping was free on this orderThere was an estimated delivery day of 12/4, however this is only an estimated date, not a guaranteed dateThe customer did contact us on 12/concerned for his orderOverstock addressed the matter with USPS because the order did arrive to the customer’s state on 12/and did not deliver until 12/This is within the shipping timeframe ( 3-business days )Due to this causing much concern to the customer, we did issue our Club O Gold membership which is active for one year, he receives 5% back on orders and free shipping on future ordersThe customer also receives special Club O promotions that other customers do not have access to if they are not a memberRegarding the customer’s next issue with order number [redacted] for the RCA Black Cambio 10" Windows Tablet w/ Detachable KeyboardHe purchased the item on 12/6/and he added 2-business day(s) expedited shipping to his order which was an extra $The product shipped late on 12/The latest that the customer would have received the product is 12/11/if it had shipped on timeThe order is still on its way to the customer and will deliver to this on 12/14/We refunded the customer $because the order was not expedited and that was issued back to his Overstock Store cardThis was refunded back to the customer on 12/13/Overstock

To Whom It May Concern, We are greatly sorry for the inconveniences we caused with not providing new information to you as you waited Our process consisted of ensuring the warehouse didn’t request the damaged product returned, and for Overstock paying to ship the damaged item back to our warehouse versus the customer dispose of the damaged product The full refund was issued on 3/and may take up to business days for your financial institution to post the refund to your account In respects to better customer service, we’ve issued a $store credit to your account which will discount automatically a future purchase We truly hope that you’ll give us another chance to provide the exceptional customer service you expect and deserve from Overstock.com 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 if this is true accept.its a shame I had to go through so much trouble Sincerely, [redacted]

To Whom it may concern, On Saturday 9/3- The customer opened an online chat to discuss the status of the order pending to shipWe advised the order was made Thursday the 1st and will be shipped out within 1- business days Due To the upcoming Monday holiday, we explained the order was expected to ship Tuesday the 6th and would arrive within 3- business daysOn the morning of Friday September 9th, the customer opened an online chat asking about his order he expected to be delivered the day priorThe agent realized the carrier provided on the invoice was freight due the large quantity ordered, and advised the customer the order would be 1- weeks to ship The customer emailed Overstock shortly after the chat and explained when he ordered it, our site stated the items would arrive in 3- business days Adding, the site estimated 9/to be the delivery day before changing to 9/Causing him to open the chat to be told 1- weeks was not what he expected mentioned he has workers standing by being paid In the afternoon of Monday 9/12, the customer opened an online chat to discuss the issueThe customer explained he contacted the freight shipper and was told it should be arriving in his area today, which was already beyond the expected 3- business days provided originally The agent said since it’s arrived to the local terminal, the carriers will be calling within 3- business days to schedule a delivery time appointment The customer was in question stating the site showed 3- business days, it had been business days and now another 3- was not aligning with the information provided throughout the order The customer asked for management to give him a call, because he had contacted us prior was not responded to in hours The agent explained a single or double case of the product would take 3- business days, but because was ordered, it follows our freight time frame; 1- business days to ship and 1- weeks to be deliveredThe customer said this was never told to him and we advertised the product incorrectly; as when he placed the quantity of 20, it was 3- business days and asked for management to contact him Our agent provided the link of the product and pointed out the disclaimer which mentions “If the quantity ordered is over lbs, the order will ship via freight carrier and longer shipping timeframes are to be expected” The customer explained he reached out to us repeatedly through the week prior and was told 3- business daysThe customer mentioned asking for management to contact him and the agent advised the issue will be escalated to managementThe customer stated, he’ll contact us daily until he gets an answerAfter the chat wrapped up, the agent emailed the customer recapping what was discussedOn Saturday 9/17, Overstock emailed the customer stating the freight carriers tracking showed delivered 9/We contacted the customer via phone YRC has also provided a signed proof of delivery on the 14th of September Overstock will ship a large quantity of these tile cases via freight to limit damages Sincerely, Overstock

To whom it may concern, The customer ordered the Home and Garden Spas 6-Person 81-jet Hot Tub on 07/06/Listed on the description of the item, it states: "This item ships using Backyard Delivery ServiceDelivery placement must occur within feet of the delivery truckThe pathway must be free of obstacles and cannot involve more than one step to ascend/descendThe delivery area must be level to accommodate a minimum two-man crew safely transporting the package from the truck to the backyard location."On 07/31/2015, the customer notified us that the carrier had a delivery scheduled for 07/29/2015, and that the carrier missed the delivery appointmentTherefore, we contacted the carrier to confirm what was going on with the delivery.The carrier confirmed that they attempted to deliver the order on 07/29/2015; however, the hot tub wouldn't fit into the area that the customer wanted it to go into, and the customer was asking that they bring a forklift out, and arrange the hot tub the way they needed it to beThe carrier didn't have a forklift available and so the order was refusedWhen we contacted the customer again to discuss the delivery, the customer advised that the carrier never came out and only called them, to see if they had someone available to assist in removing the item off of the truckBased upon the customer's response, we contacted the carrier again, and they advised us again that the customer refused because they didn't have a forklift to complete the delivery of the item.To assist the customer, it was determined that we would pay for a forklift, to complete the deliveryWe received a quote that it would cost approximately $to deliver the item to the customer on a SundayIt was confirmed with the customer that the carrier would come out on 08/02/2015, to complete the deliveryOn 08/03/2015, the customer contacted us and advised that he had received the merchandise, but that they didn't receive what they orderedThe customer advised that the item received had less than jets and the color of the panels was incorrectThe customer adivsed that they ordered a hot tub with "80-Jets" and wanted to return the item received and have a replacement hot tub sent out with "80-Jets"Overstock replied and asksed the customer to provide us with pictures showing what they receivedThe customer provided a picture to us on 08/11/The picture showed the outside panel color for the hot tubThe customer advised us that they emptied the tub and counted every hole and counted hols on the hot tubThe customer also advised that the item was described as coming with "multi Color lights ( Not one light with LED's)" The customer advised that they wanted the hot tub replaced with a hot tub that contained Jets and if we couldn't replace the order, they wanted the item removed from their property immediately.On 08/11/2015, we asked the customer to provide us with a picture, showing the inside of the tub.On 08/15/2015, we contacted our warehouse/supplier, and informed them that the customer was concerned that they didnt' receive the correct item as it didn't appear to have jetsOn 08/17/2015, our warehouse/supplier responded and advised that the customer "must count the jets in the inserts also" and that "they are probably counting the jet inserts and the jet insert as jet instead of the respective counts".On 08/17/2015, the customer sent us a picture, showing the inside of the tubWe responded back the same day to the customerIt was explained to the customer that our warehouse/supplier "stated that the jet inserts have multiple jets per insert and that there is jets total in the tubThe tub name is "Jet" This does not mean that there are individual jets." It was also explained to the customer that "the lighting can be controlled by the control panel on the top side of the tub itself."On 08/18/2015, the customer replied and advisd the "specification says 81-jets" and to "take this Tub and credit my money back."On 08/19/2015, we apologized to the customer that they felt that they had received the wrong hot tub, but that as we had reviewed the pictures the customer provided and the pictures we have online, the pictures were the sameWe also advised that there are jets in the tub that they received, but that each hole contained multiple jets, per hole, and as stated on our website, there are 3-jets per insert holeWe advised that as previously stated the lights are controlled by the control panel on the top side of the tub.We advised the customer that we would continue with a return, and that due to the additional labor and extra freight personnel that is required to pick the item up, the return cost would be $ [redacted] to pick it upWe requested that the customer confirm if they wanted to proceed with the returnOn 08/20/2015, the customer confirmed that the picture looks the same, but that they couldn't see jets installedThe customer advised that if we couldn't replace the hot tub, then we would need to make arrangements to remove the hot tub from their back yard.On 08/21/2015, as the customer confirmed that they wanted to proceed with a return, we processed a return with a freight carrierOn 08/24/2015, the customer was provided with the paperwork needed for the pick-up, and the return instructionsThe customer replied and wanted to know when we would be shipping the Jets that they orderedThe customer also advised that they had an electrician hardwire and install the hot tub.On 08/26/2015, we advised the customer that a replacement is not available due to the return reason, as the pictures and description match what we have onlineThe customer was notified that per their request, we have initiated a return, but that if they changed their mind they could keep the item received and would cancel the return.*After reviewing the description of the item, we found that the hot tub is listed as having "3-Jet Massage inserts"This is per massage jetThe listing doesn't say that there are individual jetsThis has been explained to the customerIt is also listed as having 9-Colored LED lightingIt doesn't say that there are lightsThe lighting is controlled by the control panel and can be used to change the lighting on the hot tubBecause the item is listed as having inserts, the customer would need to count the jets that are inside the insertsIn reviewing the correspondence from the customer, they are counting the holes on the hot tub, and aren't counting the additional jets that are inside of the inserts.We also found that there are reviews that give this same information, and explains that it isn't individual jetsThis review was available to the customer prior to purchasing this item.Based upon the listing, and the pictures provided to us by the customer, we have determined that they did receive the correct itemThe pictures of what we have online and the pictures provided by the customer, have been attachedWe have also provided a picture showing the listingBecause it has been determined that the customer received the correct item, the customer can either keep the item received, or they can return the item for a refundAs the item isn't damaged or defective, the customer is responsible for the return fees as previously quotedSincerely, Overstock