Overstock.com

Complaint: [redacted]
I am rejecting this response because: Again I have not gotten the item in question. There was no delivery to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have My Club O Gold rewards with the account [redacted]@ostkguest.com. The amount is $70.08. What will happen to those reward dollars? Can my rewards be transferred to a gift card?
Sincerely,
[redacted]

To whom it may concern, The customer placed an order on 04/12/2015 for a Luminox Men's Navy Seal
Anniversary Series Watch. The item was delivered on 04/14/2015. Overstock has a 30 day return policy; however, if there is an additional distributor warranty or manufacturer warranty, it is listed with...

the details of the item. The watch is listed as having a Water resistance of 20 ATM/200 meters/660 feet. It is also listed as having a 1 year distributor Warranty. Please see attached screenshot for the details of this item. Please note, the watch is listed as being water resistant and isn't waterproof. As shown on our website, regarding water resistant watches, "a watch cannot be completely waterproof because it is made of many different parts". Our website does go on to explain how the watches are constructed to be water resistant. In addition, we show that "Chlorine, perfume, and other chemicals can harm the gaskets or sealant. Limit exposure to these materials or have your watch tested often for water resistance." Please see the attached information on water resistant watches or you can review the following link: http://www.overstock.com/guides/water-resistant-watch-quick-facts. The customer contacted us on 05/21/2015, using an online form. Please see the details of this request below and what we received:Here is the information about the return request:Customer: [redacted] Invoice: [redacted] Item: 13651169 &nbsp- Luminox Men's Navy Seal Anniversary Series Watch Quantity: 1 Return Reason: Manufacturer Defect Requested Action: Send Replacement Comment: I gave the watch to my son as a gift. He has had it less than a month and when he wore it in a swimming pool at 3-3.5 feet of water the watch leaked and stopped working. Watch is listed as water resistant to 200 meters.On 05/22/2015, the customer contacted us again and requested a refund instead of a replacement.On 05/23/2015, we did ask the customer for additional information so that we could proceed with the return for a refund. On 05/26/2015, the customer provided the necessary information to proceed with a return for a refund.On 05/26/2015, we emailed the return instructions to the customer, on how they would need to return their watch and qualify for a full refund.On 05/27/2015, the customer called us and made the decision to have a replacement sent, instead of having a refund issued. Therefore, a replacement order was processed, and shipped out and was delivered on 05/28/2015.The customer contacted us again on 11/04/2015, and advised that the watch "wasn't waterproof as described". The customer went on to explain that the "replacement watch that he has had since end of May failed a couple of weeks ago. We had the authorized repair shop in RI look at it and the watch would require a major overhaul, replacement hand that ruptured and battery (after 3 months!!)."The customer was advised that the watch did come with a warranty and that we would need to contact our warehouse and let them know about the issues that they were experiencing. On 11/06/2015, our Jewelry Department did reach out to the customer and explained that since the watch was past the return timeframe, we would be unable to set up a return for this item. It was explained that we had reached out to the warehouse to get further information from them in regards to a repair or replacement.On 11/07/2015, the customer called and advised they wanted a replacement. The customer was advised that due to the cost of the item, this request must be discussed with our Jewelry Team. However, the Jewelry Team wasn't available and so the customer said they would call back. On 11/09/2015, the customer contacted us, and spoke to the Jewelry Department. They informed our Jewelry Department that they had taken the watch to the manufacturer, to have the item repaired, and were informed that they couldn't repair the watch as Overstock wasn't an authorized dealer.  The customer was advised that we would contact the warehouse to get a resolution and follow-up.On 11/10/2015, we spoke to the warehouse and were informed that the watch would have to be sent in for repair. They advised that if the watch wasn't repairable, a replacement would be sent. The warehouse advised that if the watch couldn't be replaced, and a replacement wasn't available to be sent, a refund could be issued. The customer was provided with this information. At this time, the customer has advised that the watch has been sent in. Therefore, the customer will need to allow the distributor time to attempt to repair the item, or to replace the item. Please note: The item isn't waterproof, the item has a 1 Year Distributor Warranty (not a manufacturer warranty), and the customer allowed a repair shop to open the watch for inspection. Because the watch was opened, this may void the warranty with the distributor.Overstock has assisted the customer in utilizing their warranty. Consequently, the customer will now need to wait for a reply from the distributor, as to whether they can repair the item, if a replacement will be sent, or if a refund will need to be issued. Overstock is unable to issue a refund unless the distributor authorizes this directly with Overstock. We cannot further assist on this matter until the distributor has had the opportunity to assist the customer with a resolution. Sincerely, 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.
Sincerely,
[redacted]

To whom it may concern, Our customer ordered the Diesel Men's DZ4322 Double Down Blue Watch on 09/18/2016. On 09/28/2016, our customer initiated a return for the reason “The quality wasn’t what I wanted” this considered a Buyer’s remorse return, meaning the item is not damaged of defective,...

customer will be responsible to cover return shipping cost for Buyer’s remorse reasons. When an item arrives damaged or defective Overstock will assume responsibility of the return shipping cost. Our customer has the option to set up returns online, through their Overstock account. To assure returns are set up for the correct reason, we ask our customer to contact customer care directly. Please know all products are subject to an inspection, if it is determined the item is not defective customers will be held responsible for return shipping. On 9/28/2016, our customer emailed Overstock customer care concerning the return. At this time a return has been initiated for the correct reason “Manufacture Defect”. A new label was generated to have Overstock pay for the return shipping cost. Our customer has been called, and a voice message was left. A full refund has been released to the original form of payment on 10/04/2016. Sincerely, Overstock

Complaint: [redacted]
I am rejecting this response because:There is nothing that I found in the terms and conditions link provided that should have prevented this order being cancelled prior to the item shipping (which is, according to the terms and conditions, is the time in which a contract is accepted). Furthermore, I was informed by the customer service department that to return the item I would need to incur additional charges (over half the price of the ottoman in this case). This is not an acceptable resolution. I have since this first message received the shipping notification despite the several requests to cancel the order, and I have notified the shipper, Fed-Ex, that this order was not authorized and should be returned to sender without delivering to my residence. I would like an immediate and full refund to my credit card through Paypal. I have also started the dispute process with both Paypal, and my credit card company directly. Please refund my money and review your customer service policies so this does not happen to other unsuspecting people.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:   The Back of the dresser should have been sent the first time, I spent well over 140$ between the George Washington bridge, gas and parking just to bring the missing piece back to NYC. That expense should not be incurred by me. At no time did Overstock offer to pick up the 2nd delivery that had to be sent to NJ, In fact, I was on chat with this company for 20 minutes and the lady I chatted with although very polite, at no time was remotely HELPFUL or UNDERSTANDING of the inconvenience and logistics. I pleaded with them to take the responsibility of opening these heavy boxes and sending me the missing piece only so I wouldn't have to hurt myself trying to lift, move , open and repack these boxes alone. They refused. That is not being accommodating to the consumer in any way shape or form.  I had to open 3 gigantic and heavy boxes to find a packing slip, of which there was none, figure out what pieces to cherry pick from the boxes, re pack the boxes and call to have them re shipped. Shall I send the receipt from my 3 visits to the chiropractor to help me after I lifted these dumb boxes by myself, because I will... This was an enormous inconvenience, and it was handled in a very unprofessional manner from the get go. How in Gods name would a consumer know that a back of a dresser was not included in the original packaging? I am not a furniture maker. I am a girl who needed an affordable dresser. The situation has escalated to the point where the dresser cost more emotionally and financially then I intended to spend and that is not my fault, it's yours. Electing to hire someone to put it together is on me. The rest, is on you. As I said initially, 40$ is an insult considering the time, money and aggravation I incurred because of your ineptitude. Make a respectful and fair offer. I believed the Revdex.com was in the business of protecting the consumer from unfair and unprofessional business practices so I contacted you for guidance and assistance. 
Sincerely,
Staci [redacted]

To whom it may concern, 03/03/2017 – This is the day the order was placed. The Scandinavian Lifestyle Ali Dining Table high-gloss shipped LTL ( Less than Truckload, freight carrier ) on 3/6/2017. 3/10/2017 – The customer reported the issue of the table to Overstock. The top of the table had arrived...

cracked. Because this item is oversized, we do have to let our warehouse know about the problem, how bad the defect/damage is and the warehouse will let us know if they would like it returned. We give the warehouse 5 business days to provide us a disposition on the product. We contacted our warehouse to obtain the disposition on this day. The customer will receive follow up within 1-2 business days. 3/14/2017 – We informed the customer via email that we are still working on the return and will have more details within 2 business days. 3/16/2017 – Overstock asked the customer once more to stand by as we are waiting on the warehouse reply. This would be considered the 4 business day that we would give our warehouse time to agree on a disposition. The warehouse is still within the 5 business days that we require for response on where to place the defective merchandise. 3/20/2017 – Overstock apologized to the customer and advised that we need 2 business days in order to get an update to them.  Overstock did contact our warehouse once more to see where they would like it returned. 3/21/2017 – The warehouse asked Overstock to return to our core warehouse or choose the disposition ourselves. 3/23/2017 – We have decided to let the customer through the product away and we will issue the customer a full refund. This issue is now closed and resolved.   Sincerely, Overstock Tell us why here...

[redacted]Complaint ID: [redacted]  To Whom it may concern, Our apologies for any confusion. I made sure the bed was reordered today. The new Order Number is on the customer's account. Sincerely, Overstock

To Whom It May Concern, Our customer would need to contact their Financial Institution regarding their billing and statement questions. Comenity Bank contact info is: 855-810-2547  Sincerely, Overstock

Revdex.com:
I had received emails that the table was delivered and that I had signed acceptance of the table when I only received the table base. Indeed today, they delivered the top of the table. thank you!
Sincerely,
[redacted]

To Whom it May Concern, The customer placed her order for the Apple 15.4-inch MacBook Pro with Touch Bar (Late 2016) (Silver) #MLW82LL/A, in the silver options on 04/24/2017, with the standard 3-6 business day delivery time frame. Overstock processed the purchase under order number [redacted]. ...

Shipment confirmation was provided on 4/26/2017, with UPS tracking number: [redacted]. UPS has provided delivery confirmation on 4/28/2017. Due to the high value of the purchase a signature is required upon delivery; UPS has provided Proof of signature upon delivery.     Overstock has fulfilled our obligation with a delivery to the customer’s address as entered at the time the order was submit. It is recommended that the customer contact their local authorities for further investigation.   Sincerely, Overstock

To whom it may concern, Most items are expected to arrive within 3-6 business day from your order date.  Despite our efforts, once an item has left our shipping warehouse Overstock does not have control over truck load and volume. Items shipping in multiple packages, there is a chance the boxed may be transported separately and may arrive on separate dates. Overstock strives to provide our customers with the best online shopping experience. Overstock provides any checks and balances to help assure our product quality. We understand situations may arise, we are happy to help in replacing parts or finding an alternative resolution. According to our records, part “O” was shipped with UPS tracking number: [redacted] on 12/12/2016,an email notification has been provided on this date. According to UPS your replacement parts have been delivered as 12/15/2016. At this time I do recognize your TRIBECCA HOME Catalpa Walnut Finish Weathered Highboard has been delivered, a replacement for part “O” has been provided. At this time I do recognize your TRIBECCA HOME Catalpa Walnut Finish Weathered Highboard has been delivered, a replacement for part “O” has been provided for a refund, we are happy to assist. Sincerely, Overstock

To Whom It May Concern,   Overstock has reached out to Comenity Capital Bank on behalf of the customer to request approval of the 12-month special financing plan. The bank has responded as of 3/15/2017 that this has been approved and the customer will see this take effect on his next month’s billing statement.   Sincerely, Overstock

To Whom It May Concern, The Indigi® F600 Car DVR DashCam w/ Rotating Cameras (Front+Rear) Driving Recorder with 2.7" LCD w/ IR Nightvision & 32gb microSD (Item# [redacted]), is sold and shipped by an approved marketplace seller, Indigi. Customer must contact the marketplace seller to process a...

return; contact information is listed on the Overstock product page. The customer placed an order for the Indigi® F600 Car DVR DashCam w/ Rotating Cameras (Front+Rear) Driving Recorder with 2.7" LCD w/ IR Nightvision & 32gb microSD, on 7/03/2017, order number Processed under order #[redacted].  Included with the Indigi® F600 Car DVR DashCam w/ Rotating Cameras (Front+Rear) Driving Recorder with 2.7" LCD w/ IR Nightvision & 32gb microSD: 1) Dual Camera Lens Car DVR 1) vehicle charging cable 1) windshield mount 1)a/v cable and manual. Customer reported the product does not hold a charge and shuts off constantly within 5 minutes of use. Indigi has advised, this unit has an automatic shut off if left in standby mode, this mode can be adjusted if consumer desires. Indigi has asked the customer to contact them back if additional assistance is required. As of 7/16/2017, customer has been advised to dispose unit, a full refund has been released to the customer’s form of payment. Customer should contact their issuing financial institution for their established time frames. Sincerely, Overstock

To whom it may concern, Our customer purchased the Startastic Holiday Light Show Laser Light Projector - As Seen on TV, on 9/08/2016. This product is fulfilled by our Trusted Merchant, and may have a different return policy than Overstock standard policy. Our trusted Merchant has provided a 1-3...

business day processing time before the order will be shipped from our warehouse. If For any unforeseen reason our warehouse is unable to ship an order within 2 days of the listed ship out time frame, our customer will receive an email notification with an option to cancel the order or leave open for fulfilment. If customer does not reply, or we are unable to ship within a 30 day time period the order will be canceled and refunded. Overstock received customers request to cancel the Startastic Holiday Light Show Laser Light Projector - As Seen on TV, on 9/17/2016. Order has been canceled per request.   On 09/08/2016, our customer purchased the Holy Bible: Niv, Beautiful Word Bible, Multi-color Floral Cloth: 500 Full-color Illustrated Verses (Hardcover). Overstock standard ship out time frame for media items is 1-4 business days. Despite our best efforts, quantity or availability of a product may have changed just prior to you placing your order we will normally verify availability and confirm there are no errors on the product page as part of our dispatch procedures. According to our Overstock Terms and conditions, you agree that we may rescind our acceptance and cancel your order without penalty if we are unable to ship the product you ordered due to unavailability. On 9/15/2016 our warehouse canceled this order due to an inventory error. In the case we are unable to fulfil your order an email will be provided to inform customer of the inventory error. If you have not received appropriate communication, you may check your email; spam or promotional files.  On 09/13/2016, Customer placed an ordered for the Samsung 40-inch Class 1080p Smart Slim LED HDTV with Wi-fi (Refurbished). Our warehouse has provided the standard 1-2 business day ship out time frame with standard delivery time frames of 3-6 business days. On 9/14/2016, we received confirmation the Samsung 40-inch Class 1080p Smart Slim LED HDTV with Wi-fi (Refurbished) will be shipped with UPS, tracking number:  [redacted]. UPS records show an Origin Scan, on 09/21/2016, followed shortly by the departure scan. Delivery took place in Orlando Florida on 09/27/2016. Our customer has been contacted Via phone, a voice message was provided. An email has been sent with compensation.    Sincerely, Overstock

To whom it may concern. Upon review of order number [redacted], for the Sony PlayStation 4 Pro - 1TB, our records show your order was placed on 12/07/2016. Electronics and media product may take 1-4 business days to leave our warehouse, and are expected to arrive within 15 business days (weekend...

days not included). Products on site are subject to change; with thousands of products listed on site we do our best to assure all items are accurate. Despite our best effort there may be errors in the product listing.  As part of the dispatch procedure items are checked for errors. If there is an error in the product listing, we will normally, at our discretion, either contact you for instructions before dispatching the product, or reject your order and notify you of such rejection. On 12/13/2016, Overstock Customer care contacted our customer via email, advising of the error a  $50.00 in-store credit was applied to as a courtesy for the product error. Our customer was provided with the option to proceed with the order or cancel. Our records show the  Sony PlayStation 4 Pro - 1TB , was shipped on 12/15/2016 with UPS tracking number [redacted], and delivered the following day 12/16/2016. At the time of purchase, the product description for the PS4 Dualshock 4 Wireless Controller - Jet Black, included 2 PS4 Dualshock 4 Wireless Controller - Jet Black, and one Playstation 4 Gold Wireless Stereo Headset. Customer Care Specialized representative, have reached out to our customer today 12/20/2016, he has honored the original product description with order number [redacted], at no additional cost to our customer. Sincerely, Overstock

To Whom It May Concern, Customer has advised the needed parts are available to complete assembly of the Baxton Studio Amara White Modern Bed, in the Queen Size Bed-White, option. Overstock has initiated a UPS Call tag, excess parts have been confirmed pick up from customer’s location, and are in transit for return.   Sincerely, Overstock

Complaint: [redacted]
I am rejecting this response because:The tracking number provided shows that the order has not gone out and will not arrive today. Plus, it shows it's a package that weighs 60 lbs. That is too heavy for to be my parts or a re-shipment of the original order.I also want a direct number to contact someone and not a toll free number.
Sincerely,
[redacted]

To Whom It May Concern,   On 12/08/2016 the purchase for two: Hanover Outdoor HUDSONSQ3PC Hudson Square 3-piece Lounge Sets were ordered then delivered on 12/31/2016.  On 3/23/2017 the customer contacted Overstock via email explaining the Arizona heat is melting the chair’s fabric. The...

customer service specialist replied with an email escalating the issue to the Oversized Items Department on  3/24/2017. The customer replied on 3/25 and 3/26 advising 2 chairs are now melting and requesting something be done since he spent good money for a quality product.  On 3/27 a specialist from the Oversized Items Department stated it was not a defect in the material, but must be a reflection of the sun causing the burning. The manufacturer’s information was provided to the customer at that time as well as an email.  The manufacturer offered to replace the cushions on the 2 chairs, but the customer didn’t accept their proposal and wrote back to Overstock in a sequence of emails.  Overstock replied explaining the shipment is outside the return timeframe and would not be accepted; at that time a 15% coupon was issued to the customer’s account. At that point the issue was closed out.  On 3/28 the customer wrote back to Overstock showing us what he’d written as a review on other websites and the issue was taken from Twitter Social Media with photographs.  The customer explained he wants better quality cushions so the same issue isn’t recurring in the coming more intense heat. The customer proposes an offer to Overstock to receive a partial refund of $500 so he may recover the cushions on his own.  On 3/29 an Overstock customer service specialist apologized for the cushions and offered a partial refund of $130 or $150 in store credit. The customer rejected the offer while stressing this furniture should not be sold in his area if it cannot withstand the heat in addition to the cost to replace cushions. The customer further stated he’d continue to pursue the issue until satisfactorily resolved, but appreciated the offer.  Overstock emailed the customer to ask for a complete set of photos of the chairs affected by the sun damage.  The customer replies by stating there are two chairs damaged and points out the many emails exchanged in the time period and asked for an acceptable offer or the a small claims court order would be sought.  Overstock sent an email going back over what was previously offered and declined reiterating that Overstock no longer carries responsibility after the return time frame.  The customer replied also restating his concerns with the same quality fabric and increasing Arizona heat.  An agreement was reached to have the two Hanover Outdoor HUDSONSQ3PC Hudson Square 3-piece Lounge Sets returned at no charge to the customer rendering a full refund.  The return was registered on 3/31 and the return paperwork was provided to the customer on 4/3.  Once the carrier confirms the products are picked up, Overstock will have a full refund of what the customer paid issued back to his original method of payment. Overstock will send the customer a confirmation email once the refund credit has been issued.   Sincerely,   Overstock