Overstock.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and spoken to a representative on the phone this morning and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Until I receive all parts needed, it would be unwise to close this disputeI am with little faith at this time that the parts will arrive at the appropriate size, condition (undamaged), or frankly arrive at all.
Sincerely,
*** ***

To whom it may concern, The information initially provided to the customer was incorrectOverstock takes full responsibility for the wrong phone number given and information on siteDepending on the product ordered, the warranty can be through the manufacturer or the distributorAgain, Overstock takes responsibility for the information to be incorrect, and it will be updated to reflect the correct informationSigma will not be able to assist in any warranty claims, our supplier will need to be contacted at (800-927-1491) Sincerely , Overstock.com

To Whom It May Concern: The issue at hand was the refund for the Brother PEEmbroidery Machine Order# *** The item had a Manufacturer warranty year Limited. The customer tried to get the machine working and sent it in for repairThe bottom line was it was not
repairable The process of full refund for a customer that has a product that cannot be repaired is a little different because we don’t send checksWe apply the credit to the customer’s account as in store credit usually because the customer is getting a replacement item. If the customer is not getting a replacement we can make an exception and refund back to the customers method of payment Because the method of payment on this customers account was no longer valid we needed another card to apply the credit to The card number was provided and the credit was put on that cardThe amount of $was placed on the customers Visa card ending in #***. It can take 3-business days for the credit to postIf the customer doesn’t see the credit, she may need to contact the issuing financial institution to find out their credit posting time frames Sincerely, Overstock

To Whom It May Concern: After looking into this issue I found that the customer contacted us on 06/08/to return a rug. A return shipping label was created for the return and sent to the email address on the Overstock accountThis label included the address that the rug was going to be
returned toThe tracking number for that label is *** *** ***The label does not show it was ever usedOn 06/30/the customer contacted Overstock and the Specialist could not give the customer any information as she is not an authorized user on the accountThis particular Overstock account shows another name (customer’s boyfriend) as the account holder “*** ***“Our policy states that due to security reasons we are unable to speak to anyone other than the account holder. We will do whatever it takes to protect the reliability of our customers Overstock.com accountsThis is to ensure your safety with the credit card information that has been on fileIf the account holder is there that person can take the call and authorize whomever they would like to speak on their behalfMr*** was not availableThere is also the option for the customer to sign into their Overstock account and manually add an authorized userThere have been two orders placed on this account*** is correct when she states her name was on the account firstThat order shows the method of payment as a Pay Pal accountThe second order does show another method of payment a Visa and perhaps if this was Mr***’s Visa account that would be why the account holder information switched on this order to his nameSince the 06/30/we have received an update that the rug has been returned under ***’s UPS accountWe are awaiting the tracking number for that return so we can verify that has returned to the warehouse/shipper and the refund can be released to the method of payment it was purchased onSincerely, Overstock

To Whom It May Concern, In attempt to assist the customer, I found order number ***, from 11/02/2015, for the Personalized Beaded Silver Jewelry BoxThe Customers complaint is not specific to this itemOverstock will be happy to further investigate to provide resolutionPlease do not
include personal informationCustomer may provide the order number and date for item or items, please also include item name and or item number Please keep in mind Overstock accepts returns within days following delivery, all returns outside the day return window will be evaluated for fair resolution to all partiesSincerely, Overstock

To whom it may concern, Customer purchased the Serta Extravagant Plush Pillowtop Queen-size Mattress Set with Elite Pivot Adjustable Foundation (ITEM# ***) on 11/05/Items are displayed with stock photography, not all items seen in the image will be includedThe Serta Extravagant Plush
Pillowtop Queen-size Mattress Set with Elite Pivot Adjustable Foundation is advertised as a mattress foundation set ITEM# ***, the products description indicates a Mattress and adjustable foundation are includedAnd shows the mattress set dimensions are: inches high x inches wide x inches longThe Plush Pillowtop Queen-size Mattress Set with Elite Pivot Adjustable Foundation (ITEM# ***) description has no mention of bed frame or headboardOverstock cannot assume responsibility for purchases or funds made to another company. Sincerely, Overstock

To Whom it May Concern, Our company policy states that if Club O rewards are spent, you will not receive that amount back if the merchandise is returned on the Order in which the rewards were earned onThe Order in which the Club O rewards were used on, will also need to be returned in
order to receive that money backOverstock is willing to work with the customer to return everything needed in order to receive her money backAll of our returns must be initiated within days of the product being delivered Sincerely, Overstock.com

To Whom it may concern, On 7/the customer contacted us via online chat to discuss the delivery status of their order. They expected it to arrive on the 22nd as the tracking had showed, but the scheduled delivery date was changed to the 26th. We advised that our shipping
time frames are 3- business days and apologized for it being rescheduled. The customer was upset because they took a day off work to receive this shipment. We apologized saying there was nothing we can do to get the package delivered that night, stated it was still within our delivery time frames and offered a $store credit. The customer explained her frustration of the estimated delivery date being scheduled out more days and said she was insulted by the $store credit, which was not issued and the chat was disconnected Within a minute another chat was initiated and the customer discussed the order being placed on the 15th shipped on the 19th and explained waiting for the order that day, taking the day off then seeing at 3:40pm the delivery was rescheduled for the 26th, and being upset for being offered $store creditOur agent pulled up the tracking and saw it set to arrive on the 26th and our site showed the 25th. We explained the estimated delivery dates provided are good to shoot for, but not set in stoneIt gives a timeframe providing an idea of when it will get there. She stated the estimated delivery was in the tracking and changed before it was scheduled to arriveWe asked for a screen shot and chat was disconnectedminutes later another chat opened, explaining the situationThe customer sent over the change in UPS tracking showing the rescheduled delivery was now the 26thOur agent offered to issue Compensation after the order is delivered and would send an email to reply to when delivered one day after our time frame On 7/we emailed the customer to advise the delivery would be one day later now on the 27thThe customer emailed us back and said UPS made a mistake and put the 22nd the first time and they didn’t know why it didn’t arrive on the 26th and that they’d be happy to refund some money through Overstock since she paid through us. The customer asked us to contact UPS to have a refund since the order is days late and being the 3rd expected delivery date. The customer contacted us later that day to advise she received one package of two further explaining her contact with the carrierShe asked for a partial refund for the issues she‘s had and sent UPS different emails and waited over an hour to speak with a supervisor with the carrierOn 7/the customer opened an online chat so say there were screw sets missing On 7/we sent her an email saying the screw set was shipped with 2nd day deliveryLater that day, the customer emailed to ask if the parts were being expedited to arrive no later than Tuesday and a $refundThe customer called in later to inquire about the trampoline mat having rings and holes, she wanted to know if this was a defect and we emailed our warehouse On 7/The customer called to speak with Nikole about the mount of rings and holes issue, we asked the customer to send in photos of the issue to see what the manufacturer said about replacement barsOn 7/the photos were received and the customer emailed us detailing there were springs and holes on the bars and on another photo showing only holes on the bar for the springsThe customer asked for a partial refund in addition to the refund we were issuing because of all the issues On 8/the customer asked where we were in speaking with the manufacturer about replacement barsOn 8/2 We called the warehouse to ask after reviewing the photos what part would the customer needThe customer called for an update and we advised we’d provide tracking when available On 8/the customer called upset the item arrived on different days, then missing parts, then having defective poles Explained that after weeks she still didn’t have a complete trampoline. She said she was refunded $on the 27th for issues and wanted to be compensated more, we offered $as store credit, the customer insisted a refund and debated returning the item, so it was issued as a refund to keep the itemWe were able to provide Tracking information from the warehouse for the replacement partsOn 8/the customer contacted us because the parts we shipped had been returned to senderWe submitted another parts request for the poles and screwsWe then credited a partial refund of $On 8/the customer chatted in and we explained that we didn’t have tracking yet because of the returned to sender parts caused a misunderstanding and we’d need to request these pieces againWe contacted our warehouse with all the details and an urgency to send these pieces out immediately with expedited shipping On 8/A supervisor emailed the customer stating we’d hear back no later than the 19th On 8/The customer called us for an update, we called our warehouse and were advised the order would ship on Monday, the customer requested a follow up on Monday On 8/We emailed the customer the confirmation email with tracking Sincerely, Overstock

To Whom It May Concern: The customer purchased the “Original Bow Option: Original Right Hand Bow Red” on 05/31/under Order # ***We are partnered with some online retailers such as E-Bay and WalMart and these purchases are classified under what we call Market Partner and what this
means is customers can shop on the Market Partner's site, pay for their order on their site, and Overstock.com fulfills the merchandiseIf there is an issue it is sent to an Escalation Specialist in the Market Partner Department to be handledThis was escalated to the Market Partner Department for assistanceThe item shipped on 06/06/with UPS under the tracking number ***Unfortunately the package was shipped and delivered to an incorrect addressOnce this was discovered the exact item was out of stockThe customer had contacted Overstock for tracking which was not available as this product is made to order and it shows under the Shipping and Returns tab on the web page: Shipping: Leaves our warehouse in 1-business days.* the order did ship confirm a few days earlier than the business days that it could have takenThen it shipped to someone elseAfter communicating with the customer the Escalation Specialist found that the customer would accept the item that did not deliver, in the color BlueThe replacement order has been placed and that order number is # ***The time frame for delivery is the same and it should ship within 1-business daysAs for the question regarding the tax that was charged from what I was told EBay will charge tax if they have a physical presence in the customer's state Sincerely, Overstock

To whom it may concern, The customer placed an order on 04/28/for the Melodie 84-inch Cherry Finish Dining Table, Melodie Side Chair (Set of 2), and the Melodie Arm Chair (Set of 2)05/04/2015, the customer contacted us regarding a coupon, and we assisted with this and issued the customer a
refund in the amount of $***.According to our records, the customer contacted us on 05/14/2015, to report that they refused the delivery of their table, as it arrived damagedOn 05/19/2015, we explained to the customer that we couldn't ship a replacement table as we don't have inventory to fill a replacement orderThe customer's concern about the return of the chairs was also discussed as they reported that they had assembled the chairs and no longer had the packagingWe explained to the customer that they would need to disassemble the chairs and repackage them to be returnedOn 05/26/2015, the customer was contacted and advised that we were waiting on confirmation from the carrier that the table was damaged and refusedWe explained as soon as we received confirmation from the carrier that this was refused, we would issue a full refund, for the table.On 05/28/2015, we confirmed that the table was refused due to damages; therefore, a refund was issued on 05/28/2015, in the amount of $***, to their credit card accountThe credit will be posted according to the financial institution's posting time framesAccording to our Return Policy, the customer needs to return the items received "in new or unused condition with all original materials included with the shipment"Based upon our Return Policy, customers need to retain the original packing materials, so that they can return the items received if needed.As the customer has disposed of the packaging, we can assist with contacting the warehouse, and requesting packaging be shipped to the customerThe customer will then be able to return the chairs receivedIf the customer wants to keep the chairs, we can assist in locating a comparable table, that they can purchase.As part of the return policy, the customer will need to disassemble the chairs to return them, as they need to return the chairs in the same condition they received them in.If the customer needs assistance in locating a comparable table or with the return of the chairs, and obtaining the packaging to return the chairs, she can contact us at ***.Sincerely, Overstock

To whom it may concern,This account has been shut down by Overstock Loss Prevention departmentA management representative in the Loss Prevention department has contacted our customer on 12/02/At this time we are unable to offer additional assistanceSincerely,Overstock

To Whom it may Concern, The supplier warehouse watched the video of the time the ring was packagedThe only mistake with this shipment was the wrong quality card being added to the packageA copy of the correct certificate has been sent to the customer in an attachment to an emailThis
product is a genuine natural diamond, with the quality of HI/SIThere is inclusion on the stones to show they are natural diamondsWe do not have any record, of an issue of this nature on this particular piece of merchandiseOverstock is willing to get it certified by a 3rd party such as GIA, not a local jeweler. Sincerely, Overstock.com

To Whom it may concern, The package was determined to be delayed and will not to be delivered on the said expected day as of December 22nd. It will remain in transit to the destination and tracking will update periodically On 12/23, the customer was contacted to advise a full refund was issued back to their form of payment Please accept our apologies your gift was not delivered on time Sincerely, Overstock

To whom it may concern, The customer purchased the Cuisinart GR-4N 5-in-Countertop Griddler, on 04/04/2016, on Walmart's web site, using the following link: http://www.walmart.com/ip/Cuisinart-GR-4N-5-in-1-Countertop-Griddler/This item shows that it is sold by Overstock as shown in the
attached screen shotThe return policy is also available for this item on Walmart's websiteIn order to review the return policy for this item, customer's need to select the link located next to the information about who the item is sold byA screenshot has been provided that shows where to click for the return policyThe return policy shows the Overstock return policy; which is shown in the attached screenshotThe return policy shows the following: You can initiate a return for most new and unopened items within days of delivery for a full refund.* You must return items in new or unused condition with all original materials included with the shipmentWe must receive your returned items at our processing facility within days of deliveryWe inspect all returned items and award a partial refund for opened or used productsIf the return is a result of our error or defective product, we will refund the full cost of the merchandise and shipping chargesIf you initiate a return after days, a partial refund may be issued depending on elapsed time and condition of merchandise.According to the return policy, we will refund the full cost of the merchandise and shipping charges if the return is a result of our errorThis means that if the item is returned for any reason that isn't due to Overstock's error, the customer is responsible for return shipping chargesOn 04/06/2016, the customer contacted Overstock and requested to return the merchandiseThe customer explained that they were looking for a larger item and that the one received wouldn't fulfill their needsTherefore, because the request to return the item wasn't due to Overstock's error, the customer was informed that they would be responsible for the $return feesThe customer replied and advised that they weren't paying to ship back the item and were told that they would receive a full refundThe customer was informed that they could return the item on their own and a refund would be issued once the item was inspected by our returns facility***Our records don't show that the customer was advised that they would be issued a full refundConsequently, if the customer doesn't agree with paying the return shipping fees, they will need to call ***, and further discuss the matter with the department that handles returns associated with WalmartSincerely, 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,
*** ***

To whom it may concern, On 05/22/2015, the customer purchased two designer Burberry handbagsThe two bags were shipped to a gift recipientThe billing and shipping information shows that the gift recipient is located in a different city than the customer.On 06/06/2015, the customer contacted us to
return the designer handbagsThe customer was advised that a specialized representative would follwith them within 1-business days to further assist them with the return.On 06/07/2015, the customer was contacted and asked if "all of the security tags were still attached?" and "has the item been used or altered?"On 06/08/2015, the customer contacted us and advised that "the tags are still on the bags, and they weren't used"Based upon the customer's reply, a return was processedAn email was sent to the customer with the return instructions and the standard return policyThe Standard Return Policy can be located by using the following link: https://help.overstock.com/app/answers/detail/a_id/1.When we received the two bags back, they were inspected, and a refund was issued for one bag as it came back showing no signs of wear and all security tags were in placeThe refund was issued on 06/24/2015.On 06/30/2015, the warehouse contacted our Customer Service Department, and advised that the tag had been removed on the second bag and that the item was in used conditionTherefore, the return would be deniedAs stated in our Standard Return Policy, under the link "Non-Returnable Items", it shows that "Specially labeled designer apparel, handbags and accessories once security tags are removed" cannot be returned for a refund and that "if you have a non-returnable item that arrived damaged or defective please contact Customer Care." Please note, there was no report of damages or defects when we spoke to the customer on 06/08/and processed the returnThe warehouse took pictures of the bag showing that the tag was removed and that the bag was usedWe have attached pictures showing the condition of the bag when we received it backWe have also attached a copy of the return policy for Non-Returnable Items.On 07/02/2015, our Customer Service Department notified the customer that we couldn't accept the return on this item because the warehouse determined that the tag had been removed and that it was in used conditionIt was explained to the customer that we would be sending the bag back to them.On 07/09/2015, the bag was returned to the customer, via UPS tracking number ***The bag is currently in transit to the original shipping address on file.As the tag has been removed, we are unable to accept the return, as we are unable to resell the bag as an authentic designer Burberry bag.Sincerely, Overstock

To whom it may concern, The customer placed an order on 04/23/for the Sesame Street 3D Toddler Bed by Delta ChildrenThe order was shipped out on 04/26/via UPS ***UPS updates the scans to show that the merchandise was picked up and in transit to the
customer. According to our records, the customer contacted Overstock on 05/16/2016, and reported that UPS had lost their packageTherefore, we advised we would need to initiate a trace to see if the missing package could be locatedConsequently, the customer advised that they had contacted us previously, and that a trace should have already been initiatedIn reviewing the customer's account, we were unable to locate any additional contact listed on the customer's Overstock account. Overstock did contact UPS, as the scans stopped updating on 05/01/2016, and requested that a trace be initiatedUPS confirmed that they had two packages located in their Lost and Found that matched the description of the customer's packageThey explained that the shipping labels had come off of these packages and so they would need to research with the Lost and Found Department to confirm if the one of the two packages might belong to the customer Overstock allows UPS a total of four business days to locate the itemIf the item cannot be located, a replacement or refund is issued to the customerBecause UPS wasn't able to locate the package and deliver it to the customer within the four business days provided, we have requested that our warehouse ship out a replacement orderThe replacement order number is ***In addition, the customer was issued $in Club O Reward dollars; which are available immediately for the customer's useThe rewards will expire on 08/18/ If the customer would like to further discuss the status of their order, we would ask that they give us a call at ***, and we will further assist them. Sincerely, 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 I would like to add that while I do understand that you have a 30-day window, this was an exceptional situation and it was not unreasonable for your customer to expect to have a bed that would last more than five monthsIt was not foreseeable on my part that the bed wouldn't last (how would I know that a couple of bed posts that weren't staying in would result in that level of instability?)If this bed should not be placed on a wood floor, Overstock might want to inform potential customers of that factThat I had to resort to this kind of a complaint and a threat to sue was unnecessary, and your representative's treatment of a loyal customer was despicable at the leastShe was rude and condescending and unreasonable. On the other hand, the young lady I spoke with, Misty, who supported my claim, deserves a promotionShe has common sense and courtesy and understood the nuances of the situationI am not a liar and I am not a cheat; I had a right to expect a bed that lasted more than five monthsShe understood the issue of an "implied warranty" (that consumer products are free of substantial defects and will function properly for a reasonable period of timeIt is not clear that this bed started to fall apart because of the two legs that would not stay in supporting the middle of the frameIt's possible that contributed to the problem but even so, should the bed have come apart within only a matter of a few months when only one person was sleeping on it? Representatives of Overstock ought to know the concept of an "implied warranty" and to blame a customer by claiming that a bed should not be placed on a wood floor and by claiming that such customer somehow should have known that a small thing like a couple of bed posts that are coming loose -- versus the other either that weren't! -- might cause structural problems is rather unreasonableAnd there is the issue of whether or not they even should have caused a structural problem or did? There was enough information here for Overstock staff to do the right thing and instead the customer was treated with disdain and disrespectIt will be difficult to forget this experience. That said, I appreciate Overstock making good on this situation and thus I will continue to do business with and recommend Overstock to othersI would appreciate that the customer service representative that I spoke with be spoken to (if you folks get my drift)
Sincerely,
*** ***

To whom it may concern, The customer placed their order on 07/15/for two of the Toppik Dark Brown 0.97-ounce Hair Building Fibers, two Toppik Hair Building Dark Brown Fibers, and two Toppik Hair Building Fibers Dark Brown 1.94-ounceThe customer contacted us on 07/21/and reported that
they received all of their items except for of the Toppik Hair Building Fibers Dark Brown 1.94-ounceAs our records showed that two of the Toppik Hair Building Fibers Dark Brown 1.94-ounce were shipped and delivered under USPS tracking # ***, we informed the customer we would need to initiate a trace with the carrier, and that if they were unable to locate the item a replacement would be shippedThe customer was informed that the trace could take 1-business days to be completedOn 07/21/2015, the customer contacted us again to advise that if a replacement couldn't be shiped immediately, they would like a refund issuedThe information was updated in our systemThe customer was informed that the trace could take 1- business days to be completed and if the carrier was unable to locate the order, a refund would be issued.On the fourth business day of the trace, 07/27/2015, the customer was issued a refund, and advised that a refund was issued in the amount of $However, we have confirmed that the customer paid $for one box of the Toppik Hair Building Fibers Dark Brown 1.94-ounce, and should have only received a refund for the amount of $54.99.In reviewing the details of the refund, we have found that the customer was only refunded the amount of $30.99; which was for one box of the Toppik Dark Brown 0.97-ounce Hair Building FibersTherefore, as the customer should have received a refund in the amount of $54.99, an additional refund was issued on 07/29/2015, in the amount of $The refund was issued to their Visa credit card account and may take 2-business days to post; however, if the customer doesn't see the credit, they may need to verify with their financial institution their posting time framesSincerely, Overstock