Overstock.com

Complaint: [redacted] I am rejecting this response because: I will accept the offer but the description of what took place is not exactly what took placei did not cancel this order, I was notified that it was being canceled because they sold me items which they did not have in stockthis is not the first time this has happenedThey seem to sell items at a great price only to never deliver on the item after weeks of waitingI dont know what the motive is but if you do that to enough people you can make a good bit or money by holding large sums of money for a few weeksAnd this is the reason I think that they are being unfairNo matter the rate of bitcoin it should be returned in full if they cannot deliver on the dealThey had no problem giving me the full amount back on other occasions but when yhere was a sudden increase suddenly it became a problemthis company is deceptive and has told me many lies all of which I have recorded for the recordI accept this weak resolution to get this nightmare over amd done with but I will never buy from this bit company again Sincerely,Ripped off byoverstock.com in PA, [redacted] [redacted]

To Whom It May Concern Overstock provides estimated delivery dates and as an estimate, the item may arrive sooner or later than expected The shipping tab on this items states : Shipping Information: Our standard shipping method is ground shippingWe also offer expedited shipping for most itemsYour final shipping cost and estimated delivery timeframe will be available at checkout In regards to shipping updates, we would not be able to provide any shipping updates, once the item left our warehouse, other than what the carrier provides to us We cannot research FedEx records or notes as we do not have access to them Overstock would rely on tracking details or information provided by contacting the carrier The carrier states that heavy volume on Tuesday, 3/was the reason the order was not delivered Notes for Wednesday, 3/state snow being the reason the item was not delivered We do show the order was delivered 3/at 7:PM Since we give an estimated delivery day and this was delivered within a reasonable time frame, we will not be giving any refund for the item Sincerely Overstock

Complaint: [redacted] I am rejecting this response because: Overstock was advised by me that the shipper that they chose does not provide room of choice delivery And that they would have to find another shipper to pick up the unit and deliver it room of choice They have not yet don't this They have left the item to be delivered by the original shipper who continues to tell me that they will not do room of choice delivery Sincerely, [redacted]

To whom this may concern, [redacted] 08/17/– order placed for Jasmin Collection Moroccan Trellis Navy Polypropylene Area Rug (7'10x9'10) 8/23/– The customer contacted Overstock stating that they had not received the productOverstock found that the address that the customer provided for us to ship the product to them, was incorrectThe product has been returned to sender and a replacement was shipped to the customer on order number [redacted] 8/25/– The replacement delivered to the customer [redacted] 08/24/- Benchwright Rustic X-base Round Pine Wood Rolled Back 7-piece Dining Set by iNSPIRE Q Artisan and Verona 7-piece Conversation Set by Living Source International 8/31/– The customer contacted Overstock to track the Verona 7-piece Conversation Set by Living Source InternationalWe discovered that the address on this order was also incorrectAt this time, we couldn’t track the package, however, Overstock reached out to the carrier to get more information and to update the shipping address to [redacted] 9/1/– The address has been updated in the carrier’s system9/5/– The customer has been contacted by Overstock team member to let the customer know that their address has been correctedThe customer was also notified that once the product is at the locate delivery facility, the carrier will call the customer to arrange the delivery9/6/– The customer contacted Overstock stating that they would like to return the table to the Benchwright Rustic X-base Round Pine Wood Rolled Back 7-piece Dining Set by iNSPIRE Q Artisan because the table had arrived damagedThe customer has requested that they receive a replacement tableThe customer also asked about the Verona 7-piece Conversation Set by Living Source InternationalThe customer asked for an update regarding the shipmentThe customer has been advised that we will look at both issues and get back in touch with the customer within business days9/13/– The customer was contacted back in which they were advised that the table to the Benchwright Rustic X-base Round Pine Wood Rolled Back 7-piece Dining Set by iNSPIRE Q Artisan is currently out of stockThe customer advised Overstock that they would like to know if and when the table would be back in stockOverstock did also check again on the shipment to the Verona 7-piece Conversation Set by Living Source International We called the carrier and the carrier advised Overstock that the shipment had not been picked up from the warehouse9/14/– The customer was called and a voicemail was left for the customerWe let the customer know that we would have an update for them by 9/9/19/– The customer has been contacted and advised that Overstock had not been updated by the warehouse to check the stock for the table for the setOverstock provided the option to return the product for a refundThe customer decided to return both products on this order9/20/– The customer has been called for follow up to their issue(s)The customer was offered an inside delivery to the conversation setOverstock registered the customer’s pickup of the dining set on this day as wellThe customer agreed to the inside delivery as long as the delivery was white glove delivery and the furniture was set up for the customerMeanwhile, the carrier to the conversation set has advised that the customer refused the shipment therefore, the item is now being returned9/21/– The customer changed their mind about the delivery of the set and is now asking again for refunds on both productsThe customer complained that they would be filing a complaint with the Revdex.com and filing a dispute with their credit card company as well9/22/2017- The customer was sent an apology email for the confusion and frustrations causedThe customer was asked if they could keep or dispose of the set and Overstock would refund the customer in full right awayThe customer accepted the refund for the dining set and Overstock had refunded the customer in full at this timeThe customer has also asked for compensation9/25/– The customer’s refund has been processed for the dining setAn email has been sent to confirm thisThe refund for the conversation set was also processed on this day with an email confirming that as wellSincerely, Overstock Tell us why here

To whom it may concern, I have reviewed order number [redacted] , for the Select Luxury Combo 3-inch Gel Memory Restore-a-Mattress Medium Firm Topper, selected in the queen sizeThe Queen size selected: Luxury Combo 3-inch Gel Memory Restore-a-Mattress Medium Firm Topper, should meet the measurements of: inches wide x inches long x inches tallDue to machine-cutting manufacturing processes, there may be slight variances in the dimensions of this productMemory foam toppers arrive tightly packaged, we recommend allowing hours for the foam to expand Being sealed sometimes traps odors, after unwrapping the odor should dissipate within 48-hoursWe are unable to accept returns on memory foam products after they have been openHowever, a courtesy has been offered, due to the customers complaint of odor size and discoloration, we are happy to offer a refund or replacement upon receiving confirmation that the Select Luxury Combo 3-inch Gel Memory Restore-a-Mattress Medium Firm Topper, has been donated to the charity of our customers choiceThe charity should make out the donation receipt to Overstock Please refer to the email sent on 12/27/2016, for instruction or further assistanceSincerely,Overstock

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Notes:Scott, supervisor of the loss prevention department, personally handled the corrections to the account and resolution of the problemsWe had a positive discussion going over my concerns about other consumer experiences similar to mine and I was assured that changes are being madeHe also confirmed the items of my order were correctly noted from the factory.Unfortunately, after the resolution was made, my order was canceled again for the same original reasons, but Scott forced the order through his systemIt seems some information related to my account is causing all orders to be canceled and it is unresolved at the system level, however, loss prevention has now made manual overrides for my specific situationI have concern for other customers who may not know how to advance their problems if loss prevention ever locks them out of their accountI understand this was a learning experience for loss prevention and I hope it helps the customer experience of future people Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meOverstock explained where the error was made, offered to pay for additional certification in light of the local jeweler who told me it was not diamondAfter consulting with a GIA certified jeweler, they confirmed the ring's authenticity and assured me they would appraise and certify it as a genuine diamondOverstock was incredibly prompt in resolving my problem, followed through fully to see where the miscommunication happened, and offered appropriate responsesI was incorrect in my assessment of their listing and am glad to say that they worked through my emotionally-driven fury with tact and professionalismI would highly recommend this company in the future, in light of the quality of their customer support and the resolution they offered Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:The reason I was past the window to return is because I ordered the tables the first week of November and it took over two months for the manufacturer to fill my order and have them delivered to my residenceFirst email to the company was February 24th and I have those messages still on my phone if I need to provide those for youSince it took so long to fill my order it was too late for Overstock to honor the product they were selling, with is very inconvenient for their customers and is bad customer service in my opinionAlso, I never received an email from Overstock like they statedMy guess is that they used the wrong email address again as I had to provide the right email address to them twice during this ordeal because the one they had on record wasn't working correctlyTheir company doesn't seem to know who is doing what, who has sent what message and when, etcI asked for a refund from Overstock because they are a nightmare to deal with and I just want away from that companyI have spent tens of thousands of dollars with that company the last couple of years and I am appalled at how they treat their customersI have already contacted the manufacturer which is South Cone HomeThey have received pictures and have agreed to put another order in for new tablesIf they follow through I won't have to proceed with this company any further but my suggestion to them would the the right hand needs to know what the left hand is doingAnd if a customer orders a product and it is known those tables have yet to be made and delivered then your window for return needs to be adjusted accordinglyI feel Overstock has been incredibly unprofessional in this matter and I know I will not be a returning customer for them in the futureGoing to social media with this I have learned that Overstock has awful customer service for not just me but for many othersIt has been the manufacturers in all of those other cases that have had to step up and FINALLY help the customers outThat's not rightThank you to Revdex.com for trying to help me with this matter but I will not accept Overstock trying to say I was negligent or just didn't respondI wish I could post a picture of the tables so you can see what we are eating our family dinners atIt is beyond ridiculousThanks again, have a great day! Sincerely, [redacted] ***

To whom it may concern, Per the Customers documentationThe Customer contacted the Overstock Chat Line on 12/17/They provided a Screen Shot and were advised by the Representative that the offer was for the 16th and before, and that it would not be possible to receive the Couch before Christmas without additional charges.When the Representative asked for the Order Number the Customer advised they had "not placed the Order" because they would not receive the Couch until the 27th per the information provided in the online catalog.The Representative made it clear to the Customer before the Customer placed the Order that they would not receive the item before Christmas several times during the chat and the Customer asked for the Agent's SupervisorThe Supervisor reviewed the information and researched the issue and came to the conclusion the item was not eligible for "Arrival by Christmas."The Supervisor provided a link to the Customer showing the Current Advertising advising them again delivery by Christmas was no longer offeredThey provided theInformation that Shipping was Free, however, the item would not arrive until after Christmas.The Order was not placed at that time and the Customer was advised several times by both the Agent and their Supervisor the Couch could not be shipped free and delivered by Christmas.The Customer placed the Order after Chatting with (2) Representatives, who advised them the offer had expired and with the knowledge it would arrive after the Holiday.No promises were made otherwiseThe Customer placed the Order on their own after being advised of the after the Holiday time frame.Our customer was not charged for any shipping expenses (View attached customer invoice) and the Couch was delivered before Christmas on 12/23/to the customers garageTracking link provided: [redacted] Overstock will not be issuing any reimbursement for this purchaseSincerely, Overstock

Complaint: [redacted] I am rejecting this response because:Overstock.com is ignorant of FTC rules that govern every sale they makeI will explain it like I were explaining it to my year old niece using small words so that maybe it will sink inYou need to look up the FTC rule on unordered merchandiseIf you go to your computer and open the google search engine (by typing www.google.com into your browser) and type in "FTC unordered merchandise rule" (now be careful because a couple of those are big words with lots of letters in them), you can go to any of a number of websites that will inform you that if a consumer (me in this example) receives an item (the black table I never ordered) from a retailer (oh my goodness, that's you!!!) that the consumer (that's me again) didn't order (I never ordered a black table), the consumer (me again) can treat the item (the black table) as a gift (oh my goodness! Thank you! That was sweet, but I dont want a black table...)If you are going to conduct business in the USA you have to obey its lawsTHAT BLACK TABLE WAS A GIFT AND I DO NOT HAVE TO GIVE IT BACK.Now google search "wrong item shipped law" and you will see several sources that all say the same thingI'll quote the top result for youTake out a pen or pencil and jot this downIt's going to be on the quiz later:"If the unordered item was an incorrect fulfillment of an order the customer did place, you are legally required to send the correct item or refund the customer's money in full -- including shipping costsYou can ask the customer to return the item, but he has no legal obligation to do so." Nothing in your terms and conditions can waive consumer protection lawsThat table was a gift, it is mineYou owe me a full refund for the brown table you never sent me but charged me forSend me my refund immediately and I'll CONSIDER returning my giftAs a lawyer I swore to uphold the laws of the United StatesYou arent gonna get away with this on MY watchGive me my legally entitled refund immediately or else Ill see you in arbitration or court where the law is 100% on my sideI'll have to come out of retirement for this, and I assure you, my hourly rate could buy a couple of these tablesOh yes, I will be seeking attorney's feesTo avoid this, just follow the law and issue a full refund nowI dont know if it's your pride or your ignorance of trade law that is preventing you from doing the right thing here, but you have inconvenienced me long enoughIf your response is not a full refund and I think an apology would be a nice touch, mine will be to file a lawsuit or a request for arbitrationThis back and forth via the Revdex.com grows tiresome Sincerely, [redacted]

Dear Revdex.com: Thank you for your good officesI have reviewed the response provided by the business in reference to complaint ID [redacted] , and find it a satisfactory resolution Sincerely, [redacted] ***

To whom it may concern, The customer placed an order on 12/18/for the Stratus Swivel Office ChairThe customer selected the "Black" color option The customer contacted us on 12/23/and reported that she didn't receive the color she expectedIt was confirmed that the color the customer wanted was out of stockThe customer requested to keep the item received and that we issue them a refundWe explained that the item would need to be returned or they could keep the item as-isThe customer declined to return the order and advised they would keep as-is On 12/23/2015, the customer contacted us via our Chat Customer Service option, and explained that they ordered a white chair and received a black chairThe customer explained that they wanted to return the item received; however, they didn't have packaging to return the chair, as the carrier left the item in the rain and the box was destroyedThe customer confirmed that there wasn't any damage to the item Because the item arrived and the box was destroyed, we offered to file a claim with the carrier, due to they left the item in the rain; which is the reason the box was destroyedWhen filing a claim with the carrier, they ask to inspect the packaging and the itemHowever, the customer informed us that there wasn't any damage to the item, and that they no longer had the packagingAs a result, we were unable to file a claim with the carrier as the item wasn't damaged and the customer no longer had the packaging Because the customer claimed that we sent them the incorrect item, we offered to send the correct "Black" color option they ordered, as the "Black" color options was and is in stockThe customer explained that they wanted the white chair shown in the picture and not the black they receivedAfter discussing this issue with the customer, it was understood that the customer wanted the "White" color option, but the "Black" color option was ordered in errorWe explained to the customer that they ordered the "Black" option and the "White" option was out of stockWe offered to further assist with a return of the item ordered and receivedThe chat conversation was disconnected On 12/23/2015, the customer emailed us, requesting to return the item receivedThe customer explained in the email that they no longer had the box the item arrived in as it was damagedConsequently, we sent an email reply to the customer, explaining that they would need to repackage the item, and return it to us for a refund On 12/24/2015, the customer called us, and explained that they received their chair, and that it arrived in the wrong colorWe emailed the customer a return label, and advised that once the item was returned, we would assist with a refundOn 12/27/2015, the customer contacted us via the Chat Customer Service optionThe customer stated "It is not fitting in the damaged box I received the chair in" and "I would like ups to pick it up at my house please"Therefore, a UPS piwas processed, and the customer was advised that the item would be picked up within the next 2-business daysWe explained that UPS would bring the call tag with them and that the customer only needed to have the item ready for pick-upThe customer was provided with return tracking number [redacted] On 12/28/2015, the customer called and requested that we send them a return label, as UPS was coming to pithe chairThe customer was emailed a return label On 12/28/2015, UPS attempted to pithe chairHowever, UPS wasn't able to pithe chair, as it wasn't ready for pick-up**The customer ordered the "Black" color options as shown in the attachmentIt appears as if there was some confusion with the item ordered due to the picture shows a white chairTherefore, we will be looking into having the picture updated to include the black and white chair, as there are two color options available for this chair***A UPS pihas been processed on our end for the return of the chairThe return fees have been waivedThe customer doesn't need a return label for UPS as the piws processed with a call tag; which means that UPS will bring the return label with them when they come out to the customer's homeThe customer only needs to have the item packaged and ready for UPS to pithe itemIf the customer is having difficulty in repackaging the chair, as the packaging arrived damaged, they can contact Overstock at ###-###-####, and speak with a supervisorThe supervisor can request that the warehouse make a box for the customer to return the item receivedOnce the item has arrived back to our warehouse, the customer will receive a refund, within 3-business daysSincerely, Overstock

To whom it may concern, The customer placed an order on 05/22/for the Croscill Home Cage Wall SconcesOverstock did ship the customer's order out on 05/24/and provided tracking number [redacted] According to the UPS tracking scans, the package was delivered to the customer's "porch", on 05/31/at 6:P.MThe customer contacted us on 05/31/and explained that the order showed delivered but that they were not able to locate the packageTherefore, because the package showed delivered, the customer was advised that we would need to initiate a trace with the carrier; which could take 1-business daysThe customer was advised that if the carrier was unable to locate the package, a refund would be issued On 06/01/2016, the customer called in and requested to speak to a supervisorThe agent tried to see if they could assist the customer by discussing their issueThe customer explained that she understood that we have policies and procedures in place for a reason, but wanted their refund issued, and didn't want to wait the 1-business days for the trace to be completedIn the end, the agent transferred the customer to a supervisor as was originally requested The supervisor explained that the customer was informed several times in the chat conversation that we couldn't issue a refund before the trace was completedThe customer was unhappy with the conversation with the supervisor and requested corporate's phone number and to speak to someone elseThe supervisor transferred to another supervisor for additional assistance The customer spoke with a second supervisor, who offered to start from the beginning, or to go over the information he had receivedThe customer started by saying they had just had an unpleasant experience with the previous supervisor and if the call didn't go how they wanted, they had the Better Business website pulled up and corporate's phone number, and would escalate furtherThe customer went on to explain that they were aware that we had policies and procedures in place for a reason, but was looking for someone to assist, and to make an exception The supervisor apologized for their recent experience and reviewed the issue with the customerThe supervisor briefly explained the reason that a trace was needed and the timeframesThe customer did confirm she understood the process and procedure but because they had been a customer for years, without any issues, they felt as if an exception should be made The supervisor did advise because the customer had been with us for years, they would make an exception, and issue the refundThe customer was advised that if the item did show up, to give us a call, so that we could further assist with a free returnThe refund was issued on 06/01/2016, in the amount of $44.99, to the customer's PayPal accountThe customer was advised that they may need to verify the posting timeframes with their financial institutionAn email was sent to the customer to verify the refund details ***As listed in our Terms and Conditions, the customer does agree that by accessing our website, they agree to our terms and conditionsIf the customer doesn't agree with our Terms and Conditions, they may not access the SiteAs part of the terms and conditions, our policies are listed, and the customer is responsible to review the policies and procedures when shopping with us As part of our policy and procedure, when a customer claims that they did not receive an item that shows delivered, it is our policy and procedure to file a claim/trace with the carrierIn order for UPS to reimburse Overstock for an item reported missing, it is required that we allow them 1-business days to see if they can locate the itemIf UPS cannot locate the item, they will reimburse Overstock, for the cost of goodsOnce we have received the money back from UPS, we can then refund the customer the money received from UPS, as a result of the claim We understand that customers may not always agree with our policies and procedures; however, we do try to follow our policies and procedures, as they are put in place for a reason As each situation is different for a customer, we will take into consideration the details of the situation, so that we can assist the customer with a fair resolutionConsequently, there are times that an exception may be made, as our goal is to help the customer, based upon their personal situation Please convey our apologies to the customer for any frustration or inconvenience we may have causedOur goal is to provide the customer with the customer service they expect and deserveThe service provided by the supervisors and representatives will be further reviewed and addressed as neededSincerely, Overstock

To whom it may concern, The customer placed their order on 11/29/for the Luca Home Twin Platform Storage BedThe customer contacted us on 12/17/2015, and discussed their delivery experience, and their concern about the item they receivedThe customer explained that item they received showed that it was made in Spain and that the box showed that the item received was the "Grupo Dupen Alicante Twin Storage Bed"The customer explained that because the listing was incorrect on our website, and if they would have known prior to the purchase, that they would have purchased somewhere else because it was cheaper locally and on other websitesTherefore, the customer requested that we match the price for a website by the name of triomaxgroup.comThe customer also advised that they had already received a 10% off discount on the orderThe representative explained that she would need to see if we could assist with the customer's requestThe customer was placed on hold while we looked into their request for a price matchAfter researching the issue, the customer was informed that the website, triomaxgroup.com, didn't show that it was Revdex.com accredited, as required for our price match policyThe customer requested to return the order as they didn't agree with the reply or the policyThe agent did offer to transfer the customer to the Oversized Items Department to proceed with the returnThe customer then advised they would file a dispute with their American Express credit card company since they didn't receive the item orderedThe agent apologized and the customer continued by asking that an exception be made due to the circumstancesThe customer wanted the agent to discuss this with their supervisorThe customer was placed on another hold, and the agent did discuss the customer's request for an exception, with their supervisorIt was determined that because we couldn't locate the item on the alternate website, that the customer should send a screenshot or pictures of the website that offered the alternate priceAn email address was provided to the customer to send the pictures to usThe customer confirmed that they would provide the pictures in the next "1/2" hourThe agent explained she would keep an "eye out" and would follby email and let the customer "know what we could do for her." Once the pictures were received, we emailed the customer and explained that the item doesn't qualify for a price match, but that we could make an exception and issue a $discountOn 12/19/2015, the customer responded and advised that the agent told them that Overstock would "make an exception and match the price of $per bed," if the customer sent Overstock verification of the price showing a photo of the bed and that the bed was manufactured by Dupen in Spain." On 12/21/2015, the customer was notified that we would review the call and follow-up.The customer replied and notified us that the beds also arrived damaged, and that they wanted Overstock to assist with a price match, as well as to issue compensation for the damagesOn 12/22/2015, the call was reviewed, and it was found that there weren't any promises made to the customer; other than we would see if we could price match for the customerTherefore, the customer was provided with the following optionsTo accept a refund credit of $back to their original form of payment to keep the item as-isTo receive a free Club O Membership for the full year, that would provide the customer with free shipping on all of their orders, plus 5% back in rewards on all of their purchases to use towards their next purchaseThe custmoer was advised we would also pre-load $Club O Reward dollars to their rewards bank, to keep the item as is Proceed with a return for a refund.The customer responded that they didn't feel as if any of the options provided were fairOn 12/23/2015, the customer was advised that we could only offer the options as provided.The customer replied that this wasn't the resolution she was looking for; however, would accept the $refund credit, to their American Express credit card accountThe refund was issued on 12/23/2015, in the amount of $449.13, to the customer's American Express credit card accountTypically, it will take 2-business days for the credit to be posted; however, if the customer's doesn't see their credit, they may need to contact the issuing financial institution to find out their credit posting time frames.Sincerely, Overstock

To whom it may concern, PO: [redacted] 09/08/- Peak Pilates fit Reformer On 9/12/– the product short shippedMeaning, Overstock sold the customer the item but when it came down to shipping the product to the customer, Overstock found that we didn’t actually have the product to ship the customerOverstock reached out to the customer on 9/– apologized for the inconvenience and compensated the customer $for the mishapBecause the customer was not satisfied with the amount given, Overstock also issued a 20% off discount additionally10/02/– The customer purchased a Peak Pilates MVe Reformer, purchase order [redacted] – there is a shipping timeframe of 1-business days for this product10/14/– The customer reached out to Overstock’s chat customer service wondering when their order is going to shipSince business days for shipping timeframe had not yet lapsed, the customer was provided the processing and shipping timeframe for the orderThe order should ship no later than 10/16/to be in line with Overstock timeframe10/17/– Because the order did not ship within the promised timeframe, the customer was sent an email notifying them about the late shipmentPer the email, “ Due to unforeseen circumstances, we are unable to ship your order within the estimated timeframe previously communicated“ The email did not mention that Overstock wasn’t going to ship the product, however it would ship later than promisedThe email did give the customer the option to cancel the order if the customer did not want to waitHowever, after days if the order did not ship, the order would cancelNo mention of a month time period that the customer stated in the complaintThe customer had then replied to the email that was sent to them and advised that they are filing a complaint with the Revdex.com10/18/– The issue has been escalated to a specialist representative to further look into the issueThe warehouse of the product had been contacted to see what the hold up of the product isThe customer has been advised that Overstock customer care if looking into this and will have a resolution by 10/20, if not earlier10/19/– The warehouse got back to Overstock and advised that the carrier of the order was late to pickup the shipmentIn the meantime, the order had actually shipped on 10/17/with DM TransportationThe order is currently enroute to the customerThe customer has been advised Sincerely, Overstock Tell us why here

Complaint: [redacted] I am rejecting this response because:Due to the amount of time and lack of professionalism 200$ does not adequately compensateI will accept no less than 400$, Now I have to spend more time trying to find partsOverstock also forgot to mention that I had waited business days before I had to follow up only to find out they had never shipped out my hardware and they didn't know what parts I needed Sincerely, [redacted]

To Whom It May Concern, The customer placed an order on 07/12/The customer's payment was processed through the Bongo International service that is provided.In reviewing the order, we found that when the customer placed their order, Bongo didn't charge the customer for the duties and taxesThe reason that Bongo didn't charge the customer for the duties and taxes, is because the items the customer ordered wasn't classified in their system at the time of the order, and so there wasn't any way for them to determine how much duties and taxes to charge at the time of checkoutWhen this happens, the order automatically defaults to having the customer pay the duties and taxes upon delivery of the order, and there is a notification of this prior to checkoutOccasionally, customers may not see the notification prior to checkout, and aren't aware that they will need to pay the duties and taxes upon delivery.Therefore, as the customer didn't pay for the duties and taxes at checkout, when the customer's order was delivered, the order was marked to have the customer pay the duties and taxes upon deliveryBecause the customer wasn't expecting to pay any additional fees at the time of delivery, the customer contacted us on 08/01/2015, and reported that there were extra charges on shipping/customs when the item arrived at her door.On 08/02/2015, we requested that the customer provide us with a copy of the additional amount they paid when accepting the delivery, so that we could assist with a refund on the amount paidThe customer immediately provided us with a bill, showing the cost of what they would need to pay with FedExBased upon the document provided to us by the customer, we submitted a request to Bongo, to have EUR refunded to the customerOn 08/03/2015, we received confirmation from Bongo that the customer was refunded in the amount of EURThe customer was notified that a refund was issued in the amount of EUR, to their original form of payment, and to verify the posting timeframes with their financial institutionSincerely, Overstock

To whom it may concern, The order was placed by the customer via eBay 06/26/According to the listing for the Furniture of America Doris Solid Wood Vanity Table and Stool Set, it shows "days money back, buyer pays return shipping"In addition, the details show that the item "must be returned in new or unused condition and contain all original materials included with the shipment."The customer didn't agree with the return policyTherefore, the customer filed a complaint with eBay on 06/30/We have attached the complaint sent to eBay by the customerIn the complaint to eBay, the customer states that they purchased the vanity due to the stool fabric, and that the item received wasn't the color represented in the photoThe customer also advised that there was a drawer that was defective as it wouldn't open or close without stickingThe customer explained in their complaint to eBay that they did not feel that they should be expected to repackage the item due to the issues they found after the item was unpackaged, or that they should have to abide by Overstock's policiesThe customer felt that they should just receive a full refund as they didn't feel that the quality or color was represented correctlyeBay sent the customer's complaint to Overstock and required that Overstock cover the return fees because the item arrived defectiveTherefore, on 07/01/2016, a message was sent to the customer through eBay, providing the return instructionsWe have attached the message sent to the customer through eBayIn the instructions, the customer is advised that the item will need to be received within days of the delivery date in new or unused conditionOnce a message is sent to a customer through eBay, it is the customer's responsibility to review the messageOverstock cannot be responsible for another person's practices in regards to reviewing their messages on their eBay account.In response to the message we sent, the customer closed the return, stating that they would be opening a dispute with PayPal, as they were having difficulty in properly repacking the itemThe customer mentioned that it "wouldn't be of any use to Overstock anyway" and that they had discarded the itemWe have attached a copy of the customer's response to our message after we sent a return shipping label to the customerOn 07/04/2016, we received a dispute from PayPal, reporting that the customer claimed the item wasn't as describedWe did respond to the disputeThe dispute was closed by PayPal as we did provide return instructions to the customer and there wasn't any record that the customer had returned the merchandise to OverstockThe customer has made claims that this item should be considered a gift as they "did not order it" and also claims that they should not have to pay for an item that isn't as described and arrived damagedPlease note: The customer has mentioned to eBay and to the Revdex.com that the item was purchased and is now claiming that it is a gift based upon circumstancesOverstock does not agree with the customer’s claim, as this order was purchased by the customer, and Overstock did not send the order as a giftOverstock sent the customer the merchandise based upon fulfilling the order that was purchased on eBay.Therefore, in order for the customer to receive a refund from Overstock, the customer will need to return the merchandise that was purchased, back to usIf the customer is unable to return the merchandise due to disposing of the item, no additional assistance can be offered to the customer, as the disposal of the item has not been authorized by Overstock Overstock will not issue a refund unless the merchandise has been returned to usSincerely,Overstock

To Whom It May Concern: 03/09/Purchased the Stainless-Steel Black Rubber Rosary Necklace in colors Option: White This Rosary was delivered to the customer by United States Post Office tracking: [redacted] on March 17/ Customer received the item in Gold and she had purchased it in SilverAn immediate replacement was created and a return shipping label was created and sent to the customers email 03/13/Purchased the Akribos XXIV Men's Swiss Quartz Sunray Dial Stainless Steel Silver-Tone Bracelet Watch The watch was delivered by the United States Post Office on March 19, 03/20/Contact by the customer to advise the hands on the watch were not workingWe were not able to send a replacement watch as it was out of stockA label was sent to the customers email to return the defective watch for a refundThere is a possibility that because the items were being delivered to the customer by the United States Post Office, an assumption was made that they would also return with the Post OfficeThe return shipping labels are always created for return with UPSIf the customer decides to return on their own then the return carrier can be whomever they chooseWe only ask if the customer does return on their own that they contact us with the tracking number that was assigned to the return so we can monitor the package and know when it has been delivered to the warehouse this is to ensure the refund is taken care ofWhen you print off the labels that were sent to the customers email they have a bar code and they also show the carrier as UPS There are some return instructions that are also on the labelIt does state to take the package to a UPS drop off or a UPS storeWe pulled the calls with the customer and the Overstock agent and we did not state that the package could be returned via USPS but when the customer asked the shipping method for the replacement order we advised it was USPSWe called the warehouse where the watch should have returned to and found: That it had not been returned to them – they do not have itWe called and sent an urgent request to the warehouse that the necklace was returned to and they replied that they did not receive the return – they do not have itBecause of the mix up with the labels it is impossible to find where the merchandise was sent A Solution Specialist from Overstock checked with the Post Office in the customer area and found that packages that are labeled incorrectly or with another carrier are either handed off to the proper carrier or picked up by the other carrier if there are enough packages to render a pickup from the other delivery sourceThe Solution Specialist called UPS and explained what had happened and the tracking number on the two return labels created by Overstock for UPS were not found as they were not showing scans indicating usedAs a onetime exception we have refunded the customer in full for the watch and placed it on the customers method of payment; as we understand that mistakes can happenSincerely, Overstock

To whom it may concern, We thank the customer for providing us with the additonal details regarding their experienceIf the customer would like to provide additional feedback regarding their experience, we would ask that they contact us at ###-###-####Sincerely, Overstock