Overstock.com

Complaint: ***
I am rejecting this response because:It's not completely accurate and that was not my experience I still have NOT received the fax machine I ordered
Sincerely,
*** ***

To Whom It May Concern,Customer received delivery of the item on 11/20/2017.Customer was given compensation for her inconvenience.Overstock considers this matter closed.Sincerely,Overstock.com

To whom it may concern, We have partnered with Comenity Capital Bank in order to provide our customers with a credit card that can be used exclusively on our websiteHowever, Comenity Capital Bank creates and sends all credit card related materials: the credit card, billing statements,
etcThey approve card applicants and take all the financial riskOverstock.com only markets the card. Consequently, as with any credit card that is used, orders placed with Overstock are still subject for review by our Loss Prevention DepartmentIf our Loss Prevention Department feels that there is an issue, the order may be canceled or additional information may be required to process the order In reviewing the notes on the customer's Overstock account, the order was reviewed by our Loss Prevention Department, and they determined that the order should be canceled The customer contacted us on 05/21/2016, and was advised that she would need to use a different credit card for future orders, as we couldn't approve the order using the payment method selected We also spoke to the customer's granddaughter who was unhappy that her grandmother's credit had been "dinged"The granddaughter was advised that they would need to speak to Comenity Capital Bank in regards to this concernWe offered to provide the bank's telephone number, but the granddaughter declined to accept this informationIt was explained to the granddaughter that their grandmother would need to establish a months - Year history with us, using a different credit card, and then we could reconsider allowing them to use the Overstock store credit card on our website The customer attempted to place an additional order, using the Overstock store credit card, after we had informed them that they couldn't use this credit card, and the order was canceled Please note: As shown in our Terms and Conditions, "we reserve the right to refuse an order from any customer in our sole discretion"; therefore, Overstock is not required or obligated to fulfill the customer's order simply because the bank decided to issue a line of credit to the customer If the customer does not agree with this decision, they can call our Loss Prevention Department at ***, and speak to a supervisor and have the matter reviewed Sincerely, Overstock

Hello, Without the tracking information, we have no way of knowingif the item successfully reached our warehouseHowever, I do see that thecustomer has since provided us with the tracking information on the return andwe have successfully refunded his money back as of 5/26/We have
reachedthe customer desired settlement Thank you. *** *Executive Relations

Complaint: ***
I am rejecting this response because:
none of the three CSR contacts mentioned a price mistake the 4/voice mail (which I have attached) states and confirmed by CSR on 4/that it was an out of stock issuewhy would front line representatives of the company lie to consumers? were they instructed to do so by upper management? the CSR from 4/made mention of a corporate email in which she refused to relay to me other than orders were to be cancelled.and if it were a price mistake, this would have been known pretty fast and why wait days to communicate a lie to a customer I have to open a complaint with the Revdex.com.org to find out for the first time it was a price mistake and NOT an out of stock issue? because the item was always still in stock, I knew from the beginning that was not the issue I strongly feel there's something unethical about this situation consumers deserve to know the truth immediately.sure, they can hide behind their policy about errors but where does deliberate lying to consumers fit in?
Sincerely,
*** ***

To Whom It May Concern, Order number ***, for the Select Luxury Flippable Firm 10-inch Queen-size Foam Mattress, was processed on 01/18/For maximum expansion of the foam material it is recommended to remove the product from its package within hoursMemory foam products are packaged
tightly, it is recommended to allow hours for the foam to take its original shapeDue to the nature of memory foam Overstock is unable to accept returns on Memory foam mattressesAll returns request will be address by Overstock Specialized Department specializing in Memory foam mattress returnsOn 1/23/2017, UPS reports delivery confirmation, under tracking number: ***Initial contact received by customer on 1/31/2017, including a photo of the packaging of customer’s merchandiseA specialized representative has asked for additional photos, asking customer to use a measuring tape to help demonstrate the size and expansion of the mattress customer has receivedUpon receiving customer’s images on 2/02/2017, a damaged items claim was filed with our carrierAn email was provided with instructions to complete the damaged items claim advising refunds are to be completed within 2-business daysIf UPS does not inspect the Select Luxury Flippable Firm 10-inch Queen-size Foam Mattress, within business days, customer has been advised to dispose It may take Due to the nature of customer’s complaint, Overstock has decided to complete customers refund releasing your funds to his original form of payment in the full amount on 1/04/For Direct posting time frames customer may contact his financial institution directly Please proceed with the disposal of the defective the Select Luxury Flippable Firm 10-inch Queen-size Foam MattressSincerely, Overstock

To whom it may concern, The customer ordered the Dyson AMAir Multiplier Iron/ Blue Table Fan
(Refurbished) on 09/05/and it was delivered on 09/11/via UPS tracking
number ***The customer used a 12% off coupon when placing their
order; however, the price of the item
before any discounts came to $On 09/15/2015, the customer contacted us via our Chat Customer Service option
The customer informed us that they received the wrong itemThe Overstock agent
apologized for the error and explained that we were unable to ship a
replacement as we no longer had inventory for this itemThe agent explained
they would need to proceed in processing a return for a refundThe customer then stated that they would like to have the "Silver"
one sent as they did not care about the colorThe agent advised the customer
that we didn't have stock for the blue or the silverThe customer requested to be transferred to a manager or someone elseThe
customer provided a different item number to the agent and the agent advised
the customer that the item number provided wasn't the item they orderedThe
cost of the alternate item that the customer provided to the agent was $The customer advised that they wanted something comparable to what they
orderedThe customer was offered a discount on their next order for the inconvenience
causedThe customer declined the offer of compensation and stated that there
was a breach of contract as they didn't receive the item that was orderedIt was explained to the customer that "According to our policy, if you
receive the wrong item, we will help you with the replacement of the item"
if the item is out of stock"And if the item is not in stock we will help
you with the refund." The customer was advised "that’s the only
option we have according to our policy." The customer then attempted to discuss legal matters with the agentThe agent
again advised the customer that we no longer have the item that was originally ordered
in stock and couldn't ship a replacementWe offered to assist the customer
with a return for a refundWe also explained that we couldn't send a different
item to the customer as are unable to process/exchange the return for a
different itemThe customer then asked how to return the item and return instructions were
provided to the customerA return label was provided to the customer at the
time that they inquired about returning the item they receivedThe customer returned the item on 10/03/via UPS tracking number ***
The order was received back to the warehouse on 10/08/and a full refund
was issued to the customer on 10/09/**Our terms and conditions state that the customer agrees to our Terms and
Conditions by accessing our websiteAs part of the terms and conditions, the
customer agrees to our policies and proceduresOur Terms and Conditions also
state that if the customer doesn’t agree with our terms, they “may not access
the Site”Please see the following link to review our Terms and Conditions: https://help.overstock.com/app/answers/detail/a_id/63/session/L3RpbWUvMTQ0NTI4MT...⇄ as the customer accessed our website and
placed an order, they did agree to our Terms and Conditions and our policiesOur return policy states that we will ship a
replacement order or issue a refund; however, our Terms and Conditions state
that "we may rescind our acceptance and cancel your order without penalty
if we are unable to ship the product you ordered due to unavailability." As we are unable to ship a replacement order to the customer, due to the item is unavailable, and the customer has received a full refund, we are unable to assist the customer further with this matter.Sincerely, Overstock

To Whom It May Concern, The number one goal of Overstock is to provide a secure online shopping experience for our consumersA specialized department has been created to help protect our consumer’s information helping to provide a safe and protected shopping experience; Overstock’s Loss Prevention
Department will screen and contact customers when and if information is needed before securely processing an orderThe customer placed order number ***, on 03/27/Overstock Loss Prevention department has canceled the order; Overstock will not be collecting fundsCustomer may see a Pre-authorization charge holding on the form of payment; it is recommended to discuss holding time frames directly with the financial institutionSincerely, Overstock

To whom it may concern, The customer placed an order on 09/28/for some furnitureThe order number for the furniture is ***.The customer used a Club O Rewards coupon; which provided the customer 10% in reward dollars, that could be used on a future order with usAs the customer's order
total was $***, the customer earned $*** in reward dollars that could be used on a future order with usThe customer took the $*** reward dollars that were earned from purchasing the furniture and used them on a new orderThe new order number is ***.The customer then returned the furniture, from order # ***, to Overstock for a refundWhen an order is returned, any reward dollars that were earned on an order placed, are deducted from the available reward dollarsIf the customer lacks sufficient Club O Rewards in their Rewards Bank, the Club O Rewards earned on the previous purchase will be deducted from the customer's refund on a dollar-for-dollar basisThis information is available in our Club O Rewards Program Terms and Conditions (https://help.overstock.com/app/answers/detail/a_id/50)In this case, because the customer returned their order and didn't have any available reward dollars at the time of the return, we were unable to deduct the complete $*** that the customer earned, from their rewards bank, as the customer used the reward dollars on order #***.Therefore, if the customer would like their credit card account refunded in the amount of $*** for the return of order #***, the customer would need to return the items purchased for order #***, in which they used the earned reward dollars to pay for this order.The customer did speak to a supervisor and was advised that we cannot refund them for the return fees unless they would like to return order #***We offered to waive the return shipping for order #***; however, due to the return would be late, the customer would need to provide return packaging and is subject to a partial refund; which is based upon the condition of the item at the time of the returnWe explained to the customer that they cannot return the Remedy Water and Bed Bug Proof Cotton Pillow Protector as the warehouse will not accept this as a late return.In addition, a 15% off discount was offered, in which the customer could use on their next order with usThe customer advised the supervisor that they would need to discuss the available options with their spouse, and would contact us back to advise how they would like to proceed***In reviewing the notes on the customer's account, we see that the customer has contacted us, and requested to speak to the same supervisor that they were previously discussing their options withThe customer should receive a call back shortly to confirm how they would like to proceed.***Overstock cannot issue an additional refund to the customer without the return of order #*** due to the details regarding the return of items as shown in our Club O Rewards Program Terms and Conditions.Sincerely, Overstock

To Whom it may Concern, On 8/customer emailed us to un subscribe their email addressIt appears that the customer service rep had failed to do soOn 9/we received notification again that the customer was not un subscribedThis time the email address was removed from our system and
the customer will no longer receive emailsThe consumer is able to go into their own account and select the un subscribe option from our promotional emails in their MyAccount Sincerely, Overstock.com

Complaint: ***
I am rejecting this response because: The Rep I spoke with admitted that the checkout procedure was not clear (Overstock, please review recorded phone call)Klarna did not contact me before adding an annualized 240% interest equivalent in "late fees"Overstock can not simply wash their hands of a customer complaint simply because they have used a 3rd partyImagine Amazon telling me a shipment lost by UPS was my problem and they won't help resolve itDoesn't happen with reputable online retailersThe path of least resistance for Klarna is to not provide a reasonably east way to pay and then when some customers fumble, slap them with a highly profitable feeI did try to contact Klarna - the call wait list was callers deep (and I can guess why)Overstock should make it more clear that the customer is signing up with an aggressive creditor who's business model includes making it likely that highly credit-worthy customers will miss a payment and fleece them for late fees and threatening to take them to a collection agencyMy credit is likely affected by this (recently at 830+)I truly hope that the Revdex.com doesn't allow this kind of behavior from businesses rated highly and therefore trusted by consumersCalculate a scenario where Klarna does not properly and clearly explain the process (clicking a box does not comply),then making it difficult to pay, not communicating with the customer and then for the price of a stamp, a piece of paper and an envelope make $on thousands (or millions?) of transactionsLucrative, deceiving and they should be investigatedFor my part, I will follon this with the Attorney General's office and other consumer advocates if Overstock does not help resolve this to my satisfaction.
Sincerely,
*** ***

To whom it may concern, The order #*** was placed on 9/The first item shipped left the warehouse on 9/with FedEx SmartpostThe second item shipped on 9/through UPSThe item that was shipped through FedEx was delivered by USPS on 9/A return has been set up on this item but it
has not been returnedThe product shipped through UPS was returned to sender and arrived back in our warehouse on 9/A refund has been issued on this productA full refund will be issued once all of the merchandise has been returnedSincerely , 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
Sincerely,
Shannon A***

To whom it may concern, According to our records, the customer placed an order on 11/28/2015, and paid $for the orderOn 11/28/2015, the customer contacted us, using Chat Customer ServiceThe customer reported that they had a 10% off coupon that wasn't going throughThe customer was
advised to proceed in placing their order and we would help with the 10% off discountThe customer then stated that they had also received a 15% off couponTherefore, the representative advised they would instead assist with the 15% off discountThe customer was advised to place the order and provide us with the order number and we would then issue the 15% off discountConsequently, the customer reported that they were having issues placing the order, and as were trying to assist the customer in placing their order, the chat was disconnected.The customer sent an email to advise that the chat was disconnected in error and that she had finally placed the order on her ownThe customer requested that the 15% off discount be issued as previously offered.On 11/28/2015, the customer contacted us, as they need the Year Platinum Protection Plan added to their orderThe customer was advised to allow someone to follon 11/29/with them to further discuss this matterThe customer requested that the protection plan be added for free based upon their experience with placing their orderOn 11/30/2015, the customer contacted us and wanted an update on the discount on the orderThe customer also wanted the year warranty added because it "would not go through." The customer was informed that we were already working on having the protection plan added and that we would issue the 15% off discount once the order was shipped out.On 12/02/2015, the protection plan was added to the customer's order, and we waived the fees for the warrantyTwo consecutive refunds were also issued, that equal $100.00, to the customer's credit card account.On 12/07/2015, the customer contacted us, using Chat Customer Service, and advised that she ordered the same item from ***She explained that she was supposed to receive a 15% off discount but the entire discount wasn't applied as offeredThe customer explained that *** wanted to offer her "$above" the amount that Overstock was offeringThe customer wanted to know why we didn't issue the full 15% discount and requested that we match the discounted price offered by ***The customer also sent us an email on 12/05/with the same information and request provided in this chat.The chat conversation shows that the agent confirmed we would issue the $discount back to their credit card account; however, that we wouldn't be able to match the discount that *** offeredOnce the customer was advised that we couldn't help them with the discount amount they were requesting, the customer stated that they were "writing the Revdex.com and attorney General's Office where the headquarters are for Overstock....this was too much of a waste of my time, and for nothing but added frustration." Therefore, we advised we would forward the issue for folland to allow until 12/08/for someone to follwith them.On 12/08/2015, we apologized to the customer that they didn't receive the full refund and that it was missing $The refund for the $was issued on 12/08/to the customer's credit card accountWe explained that we couldn't match the price of ***; however, we were willing to issue an additional 5% on what was paid for the orderThe customer agreed to the offerOn 12/09/2015, the customer was issued a refund in the amount of $35.00, to their credit card accountThe customer was provided with the posting timeframes on their creditsAt this time, the issue has been closed, because we have assisted the customer with their 15% off discount, and have provided an additional 5% discount to their orderSincerely, Overstock

To whom it may concern, The customer purchased the watch on 04/12/The watch included a Year Distributor Warranty as shown in the details of the itemThe watch DID NOT contain a Manufacturer's Warranty as stated by the customerWe have provided a screenshot that shows the item contained a Distributor WarrantyYou can also view these details using the following link: http://www.overstock.com/Jewelry-Watches/Luminox-Mens-Navy-Seal-Anniversary-Seri...⇄ were contacted about the first watch on 05/21/and advised that the customer "gave the watch to my son as a giftHe has had it less than a month and when he wore it in a swimming pool at 3-feet of water the watch leaked and stopped working".Our records show at one point the customer wanted a refund but later changed their mind and wanted a replacementTherefore, a replacement watch was sent to the customer.The replacement watch was delivered on 05/28/via UPS tracking number ***The customer didn't contact us back to report any issues with the replacement watch until 11/04/2015.When the customer contacted us, they contacted us via our Chat Customer Service optionThe chat conversation was saved on the customer's accountThe chat shows that the customer reported the following: "My husband purchased a watch for our son in April and the first watch failed after about month - wasn't waterproof as describedThe replacement watch that he has had since end of May failed a couple of weeks agoWe had the authorized repair shop in RI look at it and the watch would require a major overhaul, replacement hand that ruptured and battery (after months!!)The product is clearly no good and we want our money back."The watch that the customer purchased DOES NOT have a Manufacturer WarrantyAs previously shown, this item only contains a Distributor WarrantyTherefore, the center in which the watch was opened, wasn't an authorized dealer for the distributorBecause the watch was opened by an unauthorized dealer, this may void the warranty.When the customer contacted Overstock, we found that they were outside of our Day Return Policy; however, that they did have a Year Distributor WararantyTherefore, we assisted the customer in utilizing the warranty that was included with the watch, and instructed them to send the watch to the Distributor, for repair or replacementAs the customer has reported to the Revdex.com, the watch isn't currently in their possession, as we instructed the customer to send the watch directly to the DistributorThe Distributor has advised Overstock that if they cannot repair, or replace the watch, a refund can be issued.The customer is outside of Overstock's Day Return Policy; therefore, we CANNOT issue a refund without authorization from the Distributor.Sincerly, Overstock

Hello,On 5/18/the customer contacted us to initiate a return on the Excelled Women's Wool Blend Boucle Coat with Oversized Hood because it did not fitAlthough it is policy for the customer to pay the return shipping costs for buyer's remorse returns, the chat agent informed the customer that
we would waive the return shipping as an exceptionOn 5/26/2015 The customer was issued a refund for the coat.On 6/14/2015 The customer was issued the remaining refund, which was initially held in our system, for the return shippingThe full amount of the coat has now been refunded.Thank you,Overstock

To whom this may concern, Unfortunately, one of our policies is that we are unable to combine coupons and promotionsBelow I have left a link to our terms and conditions for our coupons and promotional code helphttps://help.overstock.com/app/answers/detail/a_id/Since then the customer has
requested to cancel the order which we were unable to do since the order shippedOn 3/22/2016, customer service rerouted the package to our warehouseThe customer will be receiving a full refund once the item arrives to our warehouseThe customer should expect an email from Overstock outlining their refund and therefore the issue will be resolvedSincerely, Overstock Tell us why here

Complaint: ***
I am rejecting this response because: Overstock.com never received conflicting information from me regarding my new addressI moved to a new address and I wanted a gift sent to my daughter's home addressThis was relayed to them repeatedlyThe previous response from this business stated that my voice sounds too young, as determined by Loss Prevention, to be actually me and that is the reason my orders were canceledSo which is it? As for there being no previous history on my account of this type of activity: EVERY SINGLE ORDER ON MY ACCOUNT WITH THE EXCEPTION OF ONE WAS SENT TO MY DAUGHTER'S ADDRESSGoing back several monthsEven though I faxed in my ID card Loss Prevention was still uncooperative. I also consider this case closed, unsatisfactorilyAs I stated I will no longer do business with this company
Sincerely,
*** ***

To Whom It May Concern, Order number ***, for the Movado Women's 'Movado TC' Stainless Steel Swiss Quartz Watch, was placed on 11/12/Shipment records with UPS tracking number: ***, confirm delivery on Tuesday,11/15/Overstock stand behind the quality merchandise with
a 30-day return windowThe Movado Women's 'Movado TC' Stainless Steel Swiss Quartz Watch, includes a year limited manufacture warrantyThe manufacture warranty does not cover shipping costCustomer is required to pay for shipping to complete repairAs an exception to the coverage, Overstock is happy to reimburse customer for the shipping cost upon receiving Carrier receipt, proof of shipping cost Customer should email [email protected], Attention Carrie G, please include your order number and a brief messageSincerely, Overstock

To whom it may concern, We would like to extend our apologies to the customer for the issues they have experienced with their Camilla Round Modern Bathroom MirrorHowever, as the mirror was delivered on 04/20/and the customer didn't contact us until 07/05/to report any damage or defects, the return would be considered to be outside of our day standard return timeframe We are willing to discuss the matter with the customerIf the customer would like assistance in this matter, they will need to call us directly at ***, and ask to speak to Melody R Sincerely, Overstock