Overstock.com

Complaint: ***
I am rejecting this response because the statement, "After reviewing all of the photos, the supplier of this product has advised the packaging for this shipment is correctAgain, we are still open to allowing a return for a full refund on this purchase if the customer is not satisfied with the product." does not address the complaintThe complaint is that there IS no packaging - no brand name identification, no instructions or warranty information and no specifications of the productI have gone through too much and waited too long to return yet another comforter only to get my money backI want to receive the correct product IN THE ORIGINAL PACKAGING with specifications, instructions and warranty information and brand name certification.To be clear, what I received was a white comforter in a clear cellophane bag with nothing but a sewn on tag that says, "UNDER PENALTY OF LAW THIS TAG NOT TO BE REMOVED EXCEPT BY THE CONSUMER - ALL NEW MATERIAL CONSISTING OF WHITE GOOSE DOWN (MINIMUM 75% DOWN) CONTENTS STERILIZED - REG.NO.PA-23898(CA) PER.NO.PA-8304(CN) - Certification is made by the manufacturer that the materials in this article are described in accordance with law- MADE FOR BLUE RIDGE HOME FASHIONS Tapia Street Irwindale, CA - Date of Delivery ____________ - KING - FinSize x in (x cm) FEDERAL REQUIREME- COVER: 100% COTTON - COMFORTER FILLED AND FINISHED IN USA WITH COVER MADE IN CHINA."After reviewing the photos the SUPPLIER of this product has ADVISED the PACKAGING for this shipment is correctPackaging?? There IS NO PACKAGINGNote they are not certifying the CONTENTS are correctAnd how could they? The sewn on tag does not provide any of the specifications they need to certifyIt does not list the brand name (Hotel Grand Naples), the fill (should be fill power/ ounces of fill), the thread count (should be anti-microbial thread count), nor does it specify that it is HUNGARIAN white goose downHow can they look at pictures that show a clear cellophane bag, a white comforter that looks identical to all others, and a tag with no specifications and certify anything? They can't.I continue to declare this as fraudHow many other people are ordering and paying for name brand, higher quality down comforters only to receive knockoffs in cellophane wrappers? If the need to order one from Amazon and have it shipped to me, then so be itAt least that will come in the correct packaging
Sincerely,
*** ***

Absolutely notYes we were still attempting to send the old pieces back, but then it became this gran dios processI don't have a replacement box large enough to send the pieces back and the total weight is much more than lbs which is what the label is printed forI don't know what kind of scam they are running, but I am taking this to the FTC as wellCharging my bank account fraudulently when I simply wanted replacements parts was ridiculousthat was overstock..com's mistake, I did not ask to be put in that positionI have two small children at home and work full timeThis is caused me an incredible amount of stressI don't have the packaging because it ripped apart like the first set, the label would have never been enough and I am ready to send back my entire order except it is a tremendous task. I want my money refunded, I have already reported the fraud to my bank as wellthis was exceptionally poor customer service on the part of overstock.comI did not ask to be put in this position
Complaint: ***
I am rejecting this response because:
Sincerely,
Brad & Melissa H***

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

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,
*** ***

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, The customer placed an order on 08/08/for several itemsOne of the items the customer ordered was a Collette Z Round Cubic Zirconia Cable Edge NecklaceThe item was on sale at the time the cutomer placed the order; therefore, the customer paid $for the item.The
necklace shipped out via USPSPer our policy, "packages shipped by USPS and UPS-MI show only a delivery confirmation numberThere will be no tracking information on items shipped by these carriers." Our policy also states that "if you have been waiting over business days (three weeks) for your order contact customer care." Please see the following link that provides details on this policyhttps://help.overstock.com/app/answers/detail/a_id/1079/The customer waited for over year to contact us, to report that they never received this itemThe customer contacted us using our Chat Customer Service and so we were able to confirm the details and conversation with the agent and the customer. The customer was informed that we cannot file a trace due to the amount of time that had elapsed since the order was placed.However, as a one-time exception, we agreed to issue an in-store credit for the full value of what the customer paid; which was $The customer acknowledged the offer and disconnected the chat*Because the customer didn't contact us within timeframe and waited for over one year, we cannot initiate a trace, or file a claim with the carrierTherefore, the customer has been issued an in-store credit, and we cannot issue any further credits or refund.Sincerely,Overstock

To Whom It May Concern: The customer made her purchase on 05/05/for the “Michael Valitutti Two-tone Lapis Lazuli and Red Jade 'Scarab Beetle' Bracelet”. The order shipping address submitted was for Canada The customer began contacting us approximately 05/25/asking
where her order was as it had not been delivered yet Because the order was shipping to Canada the issue fell under our International Department for research to find out what had happened The customer had to contact us a few more times and still did not know what the problem was or if the item would even arrive as expected A supervisor intercepted and after research she found: “The order was placed on 05/05/but for some reason the warehouse did not receive the order until 05/24/The warehouse/shipper - shipped the item the next day and it was delivered to our hub on 05/30/LandMark has shipped the product on 06/05/2017.” The Supervisor also submitted information to the department that takes care of our system issues and any technical problems reported regarding our websiteShe found there had been an issue and it had since been corrected The Supervisor called and spoke with *** and *** and explained to them what had happened (the system error). For all of the inconvenience the customer has been refunded for the purchase. The USD refunds back to the customer’s method of payment were: $(item and tax) +$(shipping) +$(International Shipping) = Total Refund: $ This Supervisor is also monitoring this order until it delivers to the shipping address Sincerely, Overstock

To Whom It May Concern The customer’s order of the Keurig was cancelled due to a short ship. The warehouse does not see orders that do not pertain to them and thus did not cancel the warranty as this is to a third-party company. Cancelling the order sends an automatic message to
the customer so they are alerted right away. On warranties, the return/refund currently has to be set up by an agent working off of a spreadsheet and would take additional time to set up and completeThe agent working with the customer on the additional cancelation, canceled that item before confirming with the warehouse that it was not already in process of being shipped. If the customer received the Swing Arm, it can be disposed of as the customer was not chargedThe only items charged for were the two warranty plans. We show both warranties being refunded at 11:AM and 11:AM. It does take 3-business days for most financial institutes to post creditsCustomers order was for $236.87, there was a preauthorization for this amount but no charges taken for the two none warranty itemsFor legal reasons we cannot delete the customer’s account as we must maintain records of all purchases and accounts. We have marked the email not active which makes the account not active Sincerely Overstock

Complaint: ***
I am rejecting this response because:A patio set that rusts within weeks due of being outside is DEFECTIVE whether the manufacturer admits this or notOverstock sold me the faulty merchandise and is therefore responsible for making me wholeOverstock's "offer" would have left me without a patio set and OUT $That is NOT a good faith offer of refund
Sincerely,
*** ***

To whom it may concern, The customer ordered a sofa on 07/12/and it was delivered on 07/22/The sofa the customer purchased is listed as a "Beige Velvet Sofa".The customer contacted us on 07/22/and advised that the sofa they received wasn't the correct colorThe cstomer advised that
the sofa looked more gray than beigeWe requested pictures showing the color the customer received; which the customer provided to us the same day.We reviewed the pictures the customer providedThe lighting in the pictures provided by the customer was inadequateHowever, we reviewed the pictures provided by the customer and determined that the sofa the customer received was the correct itemWe notified the customer that based upon the pictures they provided, it was determined that they did receive a sofa that contained the beige colorWe did request that the customer provide us with pictures that had more adequate lighting to better assist them.On 07/24/2015, the customer responded and advised that they had ordered a chair that was beige and the color of the chair wasn't the same as the sofa they receivedThe customer advised they wanted to return the item received for a full refund.The customer was advised that they would be responsible for the return fees as the item received was the correct itemThe return fees are $240.52.On 07/29/2015, the customer responded that they wouldn't be paying the return fees and would file a complaint with Revdex.com and GoogleOn 07/29/2015, we apologized to the customer for any inconvenience, and explained that the pictures they provided show that they received the item that was orderedWe offered to waive 1/of the return fees.We continued to contact the customer to see if they wanted to proceed with the returnAs the customer didn't respond back to us, the case was closed on 08/03/We have reviewed the customer's concern today, 08/05/2015, we would like to further discuss the return with themWe would respectfully request that the customer call *** and ask to speak to MelodyShe is available between the hours of 6:AM - 2:PM MST.Sincerely, Overstock

To Whom it may concern,Customers order was received on 11/16/2016, for the Slumber Solutions Choose Your Comfort 14-inch Queen-size Gel Memory Foam Mattress, in the medium optionCustomers order was placed while on sale from the original price $499.99, customer received the sale price of
$449.99.=Our prices are subject to change without noticeIf a price changes within days of an order customers must notify customer care, qualifying price changes will receive an in-store credit honoring the differenceDue to the upcoming holiday Overstock will increase their sales and lower prices, we are unable to honor the sale price with any DoorBuster, Black Friday or Cyber Monday deals, as a price adjustmentSincerely,Overstock

Complaint: ***
I am rejecting this response because: First of all it should readWe partner with a bank, if you apply for a credit card and are approved (by the way for $1000) then overstock can then use a personal judgement to decline your transaction stillLoss prevention was no help, I did ask them if I could send in my personal information as in (ID, SSN card, Drivers License) but the answer was noSo this is for overstock to deal with not the bankThe bank reviewed my credit and payment history and made a professional decision as to whether I was qualified for credit or notOverstock turned around and made a personal decision, I say personal because you have no reason to cancel my purchase nor deny me the opportunity to clear up any fraud suspected activityTherefore your decision has absolutely nothing to do with my identity nor my order, so really what is it based onI bet nobody would apply for a card through you if you worded it as the truthI applied for a card was approved and then Overstock decided "they" weren't comfortable with my purchase for ($316.00) if I wanted to use the whole $credit I couldYou asked me to use a different payment method when I applied for a credit card to purchase graduation gifts for all my grandchildrenAlso I lost points on my credit score (that I worked hard for) to apply for a credit card that is in all actuality no good to meThis issue is unresolved.
Sincerely,
*** ***

To Whom It may Concern,Order number ***, for the Odessa Waffle Suede Reversible Sectional Sofa with Ottoman, was processed on 01/11/Customers are responsible for return shipping cost; a courtesy has been granted to our customer, and Overstock has covered the return shipping cost for the
return of order number ***.The Club O rewards earned for customers purchased have been redeemed on an alternative orderOverstock has released customers remaining refund on 3/01/2017, to the original form of payment used at the time customers order was placedSincerely,Overstock

To Whom it May Concern, Customer contacted Sears on 09/28/to place an order with SearsCustomer stated that he had specifically asked the rep at Sears if he would be receiving a pool because he had the item in his cart and it showed a rugThe sears rep guaranteed him that he would be
receiving a pool within days because of the size Customer placed the order and received an email confirmation for a rug*** received the rug on 09/30/ Customer began calling Sears and Overstock Global on 10/03/Global has advised him that we are not able to fulfill the order for the pool and we have offered to have the rug returned and a full refund issued Customer escalated to a Supervisor on 10/05/Overstock and tried to explain that we at Overstock do not even carry the pool that was listed on SearsI have also offered to have the rug picked up and a refund issued. I also called Sears to see how this order was placed, and they confirmed that he placed this order over the phone Overstock immediately contacted our Sears account manager to report the issue and she has advised us that even in Sears it shows that the customer ordered a rug and not a pool. The SKU on the order matches to the rug in the sears portal as well as on Overstock. Unfortunately, the pool is not available and therefore we cannot extend the product to the customer Sincerely, Overstock Tell us why here

To Whom It May Concern The tables ordered by the customer take 1-weeks to ship out as they are custom made. They ship freight which takes an additional 1-weeks to be delivered. This information is available on our siteThe return window is based on when the order is deliveredFeb 24th would have been past that time frame. Correction to previous reply, we do see the customer contacted Overstock on February 24. All of our records were transferred to a new system and our information incorrectly had March as the date the case was created due to the file transfer.Overstock does have an open case with the customer and we have reached out to the warehouse to see when the tables would be back in stock. We emailed the customer using the email address the customer used to create the account. There was a note previously stating that the customers email address isn’t working right and gave a different email address to contact. This was on a different case number and the agent did not note the issue on the case being worked by the current agent.Overstock had contacted the manufacturer to see if and when the tables would be back in stock in order to set up replacements and were awaiting their response. If not available, Overstock would continue to work on a resolution by offering a refund.We have contacted the manufacturer to assure they will be sending new tables. Since the customer will receive tables we will consider the issue resolved.Sincerely Overstock Tell us why here

To whom it may concern,
The customer placed an order for the EAR FORCE XO FOUR STEALTHThe headphones are described as Turtle Beach headphones. The customer purchased two of these headphonesThe price the customer paid for two headphones is $
On 04/11/2016, the customer
contacted us regarding the tracking status of their order, and spoke to a Chat Customer Service representativeThe customer was advised that the order was shipped out on 04/06/via USPS
On 04/13/2016, we sent an email to the customer and advised that there was an error and that even though tracking was provided, the item wasn't shippedThe customer was issued a full refund in the amount of $80.68, on 04/14/2016, to their PayPal account.
***According to Overstock's Terms and Conditions, we reserve the right to cancel your order at any time before we have accepted it and we may rescind our acceptance and cancel your order where there has been an obvious error in price or where the product is no longer in our or our third party fulfillment provider's inventory. In addition, the Terms and Conditions state that where a product's correct price is less than our stated price, we will charge the lower amount when dispatching the product to youIf a product's correct price is higher than the price stated on our Site, we will normally, at our discretion, either contact you for instructions before dispatching the product, or reject your order and notify you of such rejectionWe are under no obligation to provide the product to you at the incorrect (lower) price, even after we have sent you an Order Confirmation or a Shipping Confirmation, if the pricing error is obvious and unmistakable and could have reasonably been recognized by you as a pricing error. In reviewing the price of this item on our competitor's web sites, we see that to purchase this item as new, the price is $on their web sitesTherefore, this was considered an obvious and unmistakable error, and the customer's order was canceled, and the price was corrected on our web siteAs stated in our Terms and Conditions, we are under no obligation to provide the product to the customer at the incorrect (lower) price Overstock will not be providing the customer with the incorrect (lower) price and if the customer would like to shop with us, they can contact us at ###-###-####, and we will assist them with the purchase of the headphones for the current price of $96.96. Sincerely, Overstock

To Whom it may concern, Our customer purchased the nuLOOM Contemporary Striped Grey Rug (7'x 9'6) (As Is Item), on 09/17/UPS reported the package was delivered on 9/21/Our customer contacted Overstock on 9/22/2016, reporting the item received does not meet the description of
the the nuLOOM Contemporary Striped Grey Rug (7'x 9'6) (As Is Item)Our site list the nuLOOM Contemporary Striped Grey Rug (7'x 9'6) (As Is Item), sold as is due to the dirty condition of the itemHowever, a courtesy was made on 9/24/2016, by initiating the return for reasons of, damaged in transit, as our site states the rug is sold dirtyPer policy, Overstock will release refund following the damaged items report within daysOur customer has been refunded on 9/26/UPS has made attempts to complete their inspection but customer has been unavailableThe customer was instructed to hold the item for inspection until 10/6/If inspection is not made, customer can dispose of the itemSincerely, Overstock

To whom it may concern, The customer placed an order on 04/16/for mirror, nightstands, bed frame, and colanderThe customer lives in Canada; therefore, the payment is accepted by BONGO InternationalAs the customer lives in Canada, they are responsible for the taxes and duties,
and any additional insurance or shipping costs at the time of the orderWhen an order is placed, if the customer's package needs to be shipped outside of the USA, it is shipped to BONGO International's Freight ForwarderAs a result, shipping and insurance fees are determined and charged by BONGO International at the time that the customer's order is placedTaxes and duties are also collected by BONGO International as they are required to be paid in order for the merchandise to cross the borderlines. Bongo International will reduce the shipping cost if an order is placed that consists of multiple itemsHowever, if a customer only purchases one item, the shipping fees aren't discountedOverstock charged CAD for the purchase of one night standConsequently, Bongo International determined that the customer owed an additional CAD for taxes and duties, insurance, and shipping fees for this itemA discount was applied by BONGO International for the shipping fees as the customer purchased five items at the time they placed their orderPlease note, Overstock wasn't provided with a breakdown of the taxes and duties, insurance, and shipping fees that were charged for one night standOverstock only has access to the total amount chargedIf the customer needs a breakdown of these fees, they will need to contact BONGO International, for additional information about these fees, BONGO International can be reached at the following number: *** According to our records, the customer notified us on 05/05/2016, that one nightstand arrived damagedOn 05/06/2016, we requested that the customer provide us with additional information, so that we could file a damage claimThe damage claim is filed with BONGO International, as the order is shipped through their freight forwarderOn 05/13/2016, we received all of the information required to start the damage claimOn 05/18/2016, we notified the customer that they could dispose of the damaged item, and that a refund was issued in the amount of CADThe refund was issued on 05/17/to the customer's MasterCard credit card accountOn 05/23/2016, the customer contacted us and explained that they felt that an error had been made, as they believed that a total of CAD should have been issuedOn 05/24/2016, we asked the customer to explain how they came up with the amount that CAD should have been issuedWe explained that according to our records that CAD is what was charged for the item and the "rest of the amount will include the portion of the shipping cost, duty/taxes, and loss and Damage Protection." On 05/26/2016, the customer explained that they came up with this amount because they put the same item into their shopping cart, and the system wanted to charge CADWe replied to the customer and explained that the price they are providing is based upon the purchase of only one item, and that our calculations are based upon the entire orderWe explained that if the order is broken down individually, they will pay more for the shipping, duties and taxes and insurance protectionOn 06/06/2016, we did contact the customer to advise that after careful consideration, we would like to make an exception and to offer the option to order another nightstand, and that we will assist them with a discount on the order***The customer has calculated that they were owed CAD when trying to reorder the same itemHowever, because the customer only added one item to their shopping cart, BONGO International didn't issue any discounts for the shipping feesAs previously stated, BONGO International only issues a discount on the shipping fees, if the customer were to add more items to their shopping cart. The reason the customer believes they are owed additional money is because they have attempted to reorder one nightstand, and it appears as if they are owed additional moneyHowever, the customer isn't owed additional money and they are only is seeing a higher amount because they have one item in their shopping cartBecause one nightstand arrived damaged, and one was in good condition, we have reviewed the issue, and determined that an exception should be made, and that we should assist the customer with a discountIn order for the discount to be applied, because the payments are charged by BONGO International, the customer will need to place their order for the full amount, and then we are able to authorize a refund/discount with BONGO International to be applied towards the new orderIf the customer would like to take advantage of that offer, they can reply to the recent email sent on 06/06/2016, or they can call our International Department at 00-###-###-####Sincerely, Overstock

To Whom It may Concern, Upon my research I found Guardsman has accepted the customers claimIt was determined the requested repairs are not available, the repair technician was canceledA call was placed to the customer on 2/17/2017, to discuss optionsGuardsman has not heard from the customer
to dateGenerally Overstock will provide an in-store credit refund for the merchandise in such casesIn honor of protection place services Overstock is not liable for refund of the Yr Accidental Damage PlanAs part of the claim filed with the purchased protection plan, Overstock has released a refund to the customer’s original method pf payment for both DHP Maddie Grey Linen Upholstered Twin Beds, reported to guardsmanCustomers refund has been released on 4/05/2017, customer is recommended to contact their financial institution directly for posting timeframesSincerely, Overstock

To whom it may concern, Our customer purchased the Priage Platform Queen Bed Frame with Headboard on 09/23/Shipment confirmation was provided on 09/23/2016, under UPS tracking number: ***UPS provided an origin scan, which means the package was picked up from our
facility and in transit to the customer, on 09/23/8:P.MThe next update from UPS was provided on 09/29/2016, advising of a delay due to operating conditionsThe following day 9/30/2016, UPS reports the package was delivered in Oakland CA, at 9:A.MMost items unless otherwise stated, will take 1-business days to ship from our warehouseOur standard method of shipping is ground; we expect items to arrive within 3-business days following the shipment daySincerely, Overstock