Overstock.com

Complaint: ***
I am rejecting this response because:Yesterday 02/the full amount was taken from my credit card.24-02-2016BLS*BONGO INTERNATIONA ###-###-#### MA €-2.126,49According to my bank, this is not a pre-authorization but a transaction
Sincerely,
*** *** ***

To whom it may concern, The Customer ordered the Manahttan Sable and Champagne 9-Drawer Dresser, from OverstockOverstock completed the delivery of the furniture and as a courtesy for to customer’s experience; Overstock credited $150.00, refund to the customer’s original form of payment on 1/23/CEVA will pay for the damages; they’re legally bound to cover repair cost for one of two repair estimates. Overstock has notified CEVA of your complaintYou will be required to work directly with CEVA as requested to receive amicable compensation for the damage. Overstock has fulfilled the contract of delivery and compensated additionally for the experience and we will not be able to further assist the customer with the matter Sincerely, Overstock

Complaint: ***
I am rejecting this response because: Overstock includes "free" shipping with purchases, I had hoped that your organization would be concerned that the vendor you contracted with is not accommodating claims such as mineI've already filed a claim and explained to CEVA and Overstock about my specific situation The delivery vendors negative conduct and condescending attitude that they are not legally obligated to compensate me for the damage they did unless I abide by their unrealistic dogged policy is akin to theftOverstock and CEVA are huge organizations and as stated have insurance to cover damages but I am at the mercy of CEVA's claim adjuster who personally affronted me in a phone conversation To conclude, Overstock has lost a devoted customer Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Overstock.com has asked for pictures of multiple irrelevant things in different emails and now wants a video Their tactic is clearly a means to exhaust the customer and get them to give up on their complaint Again it is very unfortunate that Overstock.com will not take responsibility for selling such a poor productTheir tactics in customer service are rude and disrespectfulI have requested a resolution but they keep attempting to delay any resolution and to place burdensome unnecessary tasks on the customer It is clear that Overstock.com has no intention of resolving this situation
Sincerely,
*** ***

To Whom it may concern, Overstock offers full assistance on issues that may occur on a product within the first days that the item has been deliveredIf an issue occurs after this timeframe, overstock directs our customers to the manufacture if the product has a warranty offered on it
Since this order was purchased on 04/13/2015, the consumer must contact the manufacturer for further assistanceWe spoke with the consumer on 4/5/and offered to transfer to the manufacturer, for warranty assistance Sincerely, Overstock.com

To Whom it may Concern, The customer placed their order with us on the afternoon of Wednesday December 20, On Saturday December 23, received contact from the customer through our SMS Text method requesting to know why the order had not yet been shippedOur orders will generally be shipped within 1-business days from purchase It was informed on Sunday December 24, through the SMS Text method by the supplier directly that due to a delay in carrier picaused by the Holiday the order would be expected to ship the next business day Tuesday December 26, The customer then contacted us on Tuesday December 26, advising that she had attempted to contact our supplier directly requesting to cancel the order by phone and email and was not able to reach themWe advised the customer of our general timeframes for processingThe customer also chatted into us on the afternoon of Tuesday December 26, as well to express her dissatisfaction of not being able to reach the supplier to cancel the order due to the delayWe apologized for this and advised her that we would escalate the issue, since she informed that she was not able to reach our supplier directlyBy the evening of Tuesday December 26, our supplier had confirmed that they were able to cancel the order as requested and we issued a cancellation for the order, releasing the captured funds back to the customer’s form of paymentAn email detailing the order being cancelled and refund being issued was sent to the customer at this timeWe reached out to our seller to see if they could advise us of any direct contacts at their listed phone and email from the site by the advised customer and they inform that they had not received any missed phone calls or emails from the listed customer’s informationThey advised that the shipment was ready to be sent out on Tuesday December 26, as advised through SMS text but then they saw the cancellation request issued they cancelled the order as requestedA second email confirming the successful cancellation and refund issued was sent to the customer as of the morning of Wednesday December 27, Overstock.com

Revdex.com:
I understand Overstock.com doesn't handle financing directly but they should be aware of the business practices of their financing partners. I will not do business with Overstock.com due to their canned response as well as lack of concern about their financing partners business practices with Overstock.com customers.
Sincerely,
*** ***

Revdex.com: OVERSTOCK.com HAS been extremely helpfulMy complaint is against Focus Camera since they sold it and UP since they should back their products
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

To Whom It May Concern,Overstock stands behind the quality of our merchandise with a day return windowDue to the nature of the Wen Sweet Almond Mint Anti-frizz 4-ounce Styling Crème, returns are not acceptedIf a complaint is filed on such merchandise it must be filed within the return window
As an exception to the policy; Overstock has released a refund for order number ***Customer may like to discuss posting time frames directly with their financial institution.Sincerely, Overstock

To whom it may concern, According to our records, order number *** was placed by our customer on 11/28/2016, for the MotoTec Hoverboard Scooter 36v 6.5in Rose Gold Chrome (Bluetooth), with our standard 3-business day ground shipping optionShipment confirmation was provided on
11/28/2016, with Fed Ex tracking number ***Our Carrier Fed Ex, had no reports of movement on record, upon customers contact on 12/12/Our warehouse has advised of delays experienced due to the high volume of orders being received and processed during the Holiday seasonWe have verified tracking number ***, is accurateOn 12/12/2016, Fed Ex has provided an arrival scan in Bloomington CA, at 11:00pmYou may review additional information with Fed Ex online, a link has been added below: *** Overstock Customer care has reached out to our customer today 12/13/Please reply directly to the email sent as follow up, or contact Overstock customer care at 800-843-2446, for additional assistanceSincerely, Overstock

To Whom it may concern; Customer placed the order on 11/23/and the address selected was *** *** *** ** *** ** ***
11/30/Customer texted in wanting to know why her tracking shows delivered when she had this held at a UPS so she can pick up later11/30/We let customer
know that it was just saying it was delivered to the access point she choose to be picked up. 12/05/2017- Agent called customer and advised even though they show delivered to the Ups access point the address was still *** *** *** *** *** ** ***She states that she is not at that address anymore is the reason she wanted to change the address but UPS couldn't catch it in timeSince the customer did not want replacement agent set up the return and issued UPS call tags for pick up once items are picked up agent would issue refund. 12/06/2017-Customer called to check on the refundAgent confirmed we are waiting for items to be returned before refund can be issued. 12/07/2017- Agent sent email to customer stating the Ups tracking showed the address for pick up as the same address when selected at checkout the *** *** *** ** *** ** ***Since then I issued Ups call tags they show that Ups has attempted twice to retrieve the packages and they will try for a third and final attempt the following business day12/8/All items purchased through the Site are made pursuant to a shipment contractThis means that the risk of loss and title for such items pass to you upon tender of the item to the carrierhttps://help.overstock.com/#!/answer/Overstock sent these items to the address that was provided when the order was submitted 11/23/and we cannot release any refund or replacement at this time. 12/08/2017- Customer sent in a email- That is incorrect TristanThe UPS store I selected for pick up is *** * ** *** ** *** *** Why would I select a UPS store that is the same address as a residence? Are you completely stupid? I have several emails from UPS informing me that my package is available for piat the UPS store on *** * ** ***I would like a refund. 12/08/2017- Agent sent a email to customer stating; Hello ***,I’m writing today in response to your recent responseOverstock sent these items to the address that was provided when the order was submitted at checkout.If you had requested an address change with Ups you will need to contact them directly regarding this issueHere is Ups's phone # (800) 742-5877.As we are not issuing any refund or replacement until we can confirm this was sent back to us 12/08/2017- Customer sent in a email response- You are going back on previous information I’ve already given OverstockIt’s like a dog chasing its own tailI already went to the UPS StoreTHEY DO NOT HAVE ITI already called UPSThey delivered it to the address that I wanted to change. As I’ve told Overstock ALREADY, that is an empty house that I did not buyWhy is everything so hard to understand for you? You do this on purpose so as NOT to issue a refundThe FTC will be notified of your unfair business practicesI want my refund NOW. 12/08/2017- Supervisor called UPS and the manager advised that the customer requested for the packages to be delivered to THE UPS STORE *** *** *** ** *** *** ** *** 12/08/2017-Supervisor sent email to customer stating; Hello ***,I’m writing today in response to your recent order that was delivered to the address provided at checkoutI am very sorry that you were unable to have your address changed with UPSAs Overstock shipped your order to the address you provided at checkout we will not provide any refunds or replacements for this purchaseI have resent your order confirmation showing the address you provided at the time of your purchaseAs Overstock was not contacted prior to the shipping of your purchase to change the address we are unable to assist with your requestBelow is the Terms and Conditions provided online at our Customer Online Help Center and on the product page at the time of purchasehttps://help.overstock.com/#!/answer/63**RISK OF LOSS**All items purchased through the Site are made pursuant to a shipment contractThis means that the risk of loss and title for such items pass to you upon tender of the item to the carrier.Although this is not your desired resolution, I do hope that this helps clarify's any questions you may have had 12/08/2017-Customer replied back to supervisor; No JamieIt does not clarify anythingI had it changed at UPSI received notifications that it was ready for piat a UPS StoreI want my refund NOW, JamieAnd while you’re at it, delete my accountNo, I cannot type an incorrect email and save itFor one, your website doesn’t allow itSecondly, that is a problematic solution to deleting one’s account 12/08/2017- UPS is starting investigation as they show this is the address the customer providedIf UPS denies the claim we will not issue the refund 12/08/2017-UPS investigation complete and they delivered to the address provided by our customer. 12/08/2017- Agent called customer and advised Ups states that is the address she provided and we cannot issue any refund at this time and she hung up on me. Sincerely,Overstock

To Whom it May Concern , Our customers Table shipped on 9/with a 1-week time-frame for deliveryThe Customer was anticipating a delivery scheduled for 10/This delivery was unsuccessful and we reached out to the carrier for an updateThe carrier stated they did not have anything scheduled
for this date A new delivery was set up for 10/This delivery was also unsuccessful as the carrier stated they had the wrong phone number for the customer and could not get a hold of the customerUpon working the correct information out with the carrier, the package could not be delivered on 10/and was scheduled for 10/The consumer was unable to have this delivery during the day due to already having to take off work for the failed delivery attemptsOverstock worked out a delivery with the carrier for an after-hours delivery on 10/to successfully deliver the Table to the customerSincerely, Overstock.com

To Whom It May Concern: 11/20/an order was placed for the Serta Westview Super Pillowtop Queen-size Mattress Set Option: Plush Regular Foundation 12/11/the mattress delivery attempt was madeThe customer contacted Overstock using our Live Chat option and was advised he
would be contacted within 1-business daysThe incident was noted with this information and sent to the proper department for resolve12/11/when the customer contacted us he needed immediate assistance to see if he could get a split- box -springs for the specific style of mattress because the queen size box spring would not fit up the stairsThe delivery driver was waiting to see what to do (leave the mattress and have a split box spring (if available) delivered or take both the mattress and box springs back)12/12/an agent did take the issue over and sent the proper information to the warehouse/shipper with what had happened and the agent noted in that email that Overstock would be paying for the return for the customer due to the circumstances. Usually to return a mattress set for buyer’s remorse reasons it is $that is subtracted from the customers refund. The agent made the call to help this customer because of what happened12/12/the customer used the Life Chat option to request an update on his return and refundThe customer was advised that it is still being worked onThe Chat representative advised the customer that he would be contacted on 12/13/by the end of business12/14/was the next contact made by the customerBasically, he was told the same thing about the Oversized Items department would be contacting him12/15/a credit was issued in full to the customer todayHe was also given compensation for the troubles he had regarding this order and returnHe was also given an item number, if the customer decides to purchase with us again) for the mattress set he will need to purchase that will fit up his stairsSincerely, Overstock

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
The missing item has been shipped according to the senderThank you for your support in this
Sincerely,
*** ***

To whom it may concern, The customer purchased the ELMA-GIL 18k White Gold 1/2ct TDW Diamond Semi Mount Engagement Set (G-H, SI1) on 08/25/The order was delivered on 08/28/The customer paid $*** for the ring. The customer contacted us on 09/17/to report that
after proposing to his fiance, he took the ring to a jeweler to have the ring appraised, and told that the diamond in the ring was a much lower quality than what it was advertised forTherefore, we requested that the customer email a copy of the appraisal from their jeweler, so that we could further look into this matter. On 09/30/2015, the customer provided us with a copy of the report from the jeweler, and mentiond that the the diamonds were graded as SIand that they weren't as advertisedAt which point, we inquired if the customer would like to return the item for a refund or replacementOn 10/01/2015, the customer responded and advised that they didn't want to return the ring as they had already given it to their fianceThe customer also mentioned that the item had been altered and that they contacted ELMA-GIL and that they didn't recognize it as their design and that it didn't have their engraving on it
Due to the item had been altered and the customer wasn't returning the item, we offered to compensate the customer $*** back to their form of payment, or a $*** in-store credit The customer replied and declined the offer as they felt it was too low considering that the item received wasn't as advertised and didn't have the ELMA-GIL markings on it On 10/02/2015, we asked the customer to provide us with pictures showing what they received, so that we could determine if we would be able to compensate them more than what was originally offeredWe asked for pictures of the inside of the band and the outside of the band The customer confirmed that they could take and provide pictures but wanted to speak to a "manager higher" We replied and explained that we would need the pictures to review so we could determine if we would be able to offer more than we had already offeredThe customer was also provided with our contact phone number so that they could call and speak with a supervisor On 10/07/2015, the customer called and spoke to a supervisorThe supervisor requested pictures of what the customer received so that we could look into providing compensation for the issues experienced with their order On 10/12/2015, the customer provided us with pictures of what they received On 10/18/2015, we confirmed that the customer did receie a lesser quality item than what was advertised; therefore, we offered $*** to their original form of payment or to give the customer $*** Club O credit and to activate the full Gold Membership On 10/19/2015, the customer confirmed that they would like to accept the $*** Club O credit and the full Gold Membership On 10/20/2015, the customer was issued the $*** Club O credit and the full Gold Membership The issue has been closed on our end due to the customer has determined to keep the item received and has accepted the $Club O credit and the full Gold Membership offer Sincerely, Overstock

To whom it may concern, The customer placed an order on 05/30/The customer placed this order on their own; without any assistance from Overstock.When the customer placed the order, and added the item to their cart, the little red truck is shown with the words "OVERSIZE DELIVERY" and the
shipping time frame of 1-weeks is also shownPlease see attached image.In reviewing the listing for the Simmons BeautySleep Mount Baker Firm Twin-size Mattress, we have found that there is a link that is shown on the product page as "Shipping & Returns"When you click on the link, it takes you to the "Shipping & Returns" policy for the itemPlease see attached image.The Shipping and Returns policy shows the following: "Delivered by freight carrier" and the "Mattress Return Policy: Mattress Sets are non-returnable upon signature at deliveryMattresses are non-returnable if opened or taken out of their plastic wrapping"Please see attahced image.There is a link that can be clicked on for More Details about the return policyWhen the "More Details" link is selected, it shows that "Upon delivery, please inspect your new mattress, foundation, or mattress set before signing the shipping receiptYou will only qualify for a full refund for damaged or defective mattresses, mattress sets, or foundations if you refuse the item(s) at the time of deliveryVisit our Oversized-Item Return Policy for additional return information."There is another link for the "Oversized-Item Return Policy" that can be clicked onWhen the link is clicked on, it shows the following: "You are responsible to pay the return shipping fee when you return an oversized item for any of the following reasons: You refuse a delivery without inspection, You miss a delivery appointment, You return a non-defective or undamaged product." Please see attached image.The customer's order was shipped out on 06/03/via a freight carrierOn 06/05/2015, the cusotmer contacted us to cancel the order as the carrier wouldn't provide them with an ETA for deliveryThe customer was informed that the return fee was $to return the item; however that we would waive $of the return feesThe customer was also offered the option to proceed with the delivery and we would assist in working out a specific date and time with the carrierThe customer advised that they would only accept the delivery if the carier delivered it on 06/08/The customer was advised that we would be unable to accomodate a delivery for Monday, 06/08/2015, as the customer had contacted the carrier and refused the deliveryTherefore, we would have to reverse the return process, but the delivery could take an additional weekThe customer confirmed that he requested to cancel the order based upon what he felt was poor service provided by the carrier; however, he would accept the delivery if an acceptable date and time was providedOn 06/08/2015, we advised that we would work on having the return canceled, and with the carrier to have the order deliveredIt was explained to the customer that the carrier would call to schedule the delivery with them and that a 3-hour delivery time frame would be provided by the carrier.On 06/08/2015, the customer responded with the following: "My possibility is an expected scheduled delivery with a hours window in the next days early morning or late eveningIf that is not possible we have invested enough time and resources, please proceed with cancellation and full refund."On 06/09/2015, we notified the customer that we could ask the carrier to re-deliver the item; however, we couldn't continue to "keep asking them to cancel and then un-cancel"The customer was advised that we could proceed with the delivery and we couldn't confirm the delivery date or time frame as it is based upon the carrier's scheduleThe customer was also advised that we could continue with the return and the customer would be responsible for the $return feesOur Customer Service Departement continued to contact the customer and provide updates regarding the status of their orderAccording to our records, the carrier tried to reach the customer to schedule a deliveryThe carrier was unabe to reach the cusotmer to schedule a deliveryThe customer was informed that they would need to contact the carrier and schedule a deliveryThe customer was provided with the carrier's contact information so that they could reach the carrier and schedule the deliveryOn 06/12/2015, the customer contacted us to advise that they hadn't heard from the carrier, and weren't able to reach the carrier to schedule a deliveryThe customer advised he was no longer interested in the item and wanted to cancel the order and for a refund to be issuedOn 06/13/2015, the customer was advised we would go ahead and proceed with the return and they would be responsible for the $return feesOn 06/21/2015, we received a response that the customer didn't agreed with the return feesPlease note, that the customer agrees to our Terms and Conditions by accessing our website, as stated in our Terms and ConditionsThererfore, as the customer did access our website, they have agreed to the Oversized-Item Return Policy, and are responsible for the $return fees since we were within the standard delivery time frame for this item and it was refused without inspection and wasn't damaged or defectiveTo view more details about our Terms and Conditions, you can review the following link: https://help.overstock.com/app/answers/detail/a_id/63.On 06/26/2014, the customer was issued a refund in the amount of $The $were deducted from their refund.Our records show that the customer did file a dispute with American ExpressAs part of the dispute process, Overstock has the opportunity to respond to the disputeTherefore, we did provide the return policy to the customer's credit card company and explained to them the reason the customer was responsible for the return feesThe customer's financial institution reviewed the information provided, and determined that the $return charge was valid, and ruled in Overstock's favor.We are unable to issue an additionl refund to the customer as the $return fees are validAlso, the bed was on sale at the time the customer placed their order, and so we are unable to issue an additonal refund, as the customer only paid the sale price and not the standard price.Sincerely, Overstock

To Whom It May Concern, As of 3/2/2018, the Seller has confirmed that they have mailed you a return shipping label for return of the itemIt is confirmed that they will issue refund once the returned item is received back to themSincerely, Overstock

To Whom It May Concern, The WYNDENHALL Hawthorne 9-piece Dining Set the customer ordered may take up to business days to ship out, then up to weeks to arrive once shippedOrders of Lbsor more will be shipped via freight carrier and our Oversized Item Delivery policy will apply
More specifications and details may be found here: https://help.overstock.com/#!/answer/ The customer contacted us through online chat on 12/when they received a delivery notice for their order The customer is familiar with the shipping process and was therefore concerned with the showing statusThe representative advised he’d be contacted within 1- business days via phone or emailThe customer contacted us through online chat the following two consecutive days asking for a refund because the dining set was not deliveredOn the third and last chat 12/the representative mentioned the item is an Oversized Item order and provided the shipping and delivery policy linkThis was new information not previously disclosed in the recent chats along with the Customer Care Hotline 1-800-THE-BIG-O (843-2446)The Oversized Department reviewed the shipment on 12/and gave the warehouse the details in order to give the opportunity to provide the correct Freight Shippers tracking informationOn 12/13, the refund was issued and we sent an email to provide the details Overstock conveys apologies to the customer for the delay in resolving this issue and lack thereof in follow up. A UPS tracking number was incorrectly uploaded to the invoiceTherefore the email for the customer to track his shipment was incorrectWe are working to ensure this issue doesn’t happen again. It is our hope that this will come to a final resolution as we it is our trust we have done everything that can reasonably be expected to satisfy this customerWe value our customers and do not overlook any misinformation or poor customer service given by any agent of OverstockIf there is anything else we may help the customer with, you may reply back to the email sent from Overstock Customer CareYou will be contacted with a resolution within two business daysWe are confident and have the resources to assist you furtherWarm regards, Overstock

To Whom It May Concern, Order number ***, was processed for a quantity of 3;Wood Leg Accent Chairs (Set of 2) in the Chair-White option on, 02/20/The Wood Leg Accent Chairs (Set of 2) does not include a warranty, nor was a warranty purchased with the chairsOverstock offers a 30-day return window, any defect, imperfection of any sort must be reported within days following the delivery of a productCustomer must allow Overstock to resolve product issues within our 30-day return windowThe first contact recorded on our customers account took place on 12/29/Overstock cannot assume liability for the depreciation of a product as there has been no prior communication regarding the Wood Leg Accent Chairs (Set of 2) from order number ***Overstock does not accept a return after the 30-day window has expiredIn good faith to the Overstock Brand, Overstock has offered $50, In-store credit allowing customer the opportunity to purchase an alternative optionSincerely, Overstock

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Carrie G.: I want to thank you for your replies through Revdex.com, I appreciate it I realize you posted the disclaimer at the bottom of the email with the *asterisk I have purchased several items from Overstock.com over the years, and have felt those items to be a good value I'm just hopeful in the future that Overstock consider being completely transparent with their customers -- that ad I feel was confusing Again, thank you for your time and the offer Take care
Sincerely,
*** ***