Overstock.com

To whom this may concern, 192876463  05/10/2017 14k White Gold Pink Sapphire Ring  8/19/2017 – The customer called into Overstock’s customer care to report that she spoke to her jeweler and her jeweler advised that the ring is fake and that the sapphires are synthetic. Since the ring was...

of higher value, the specialist the customer spoke with escalated this matter to Overstock’s jewelry team. At this time, the ring has been in the customer’s possession since May, and is outside of Overstock’s return timeframe. 8/21/2017 – The customer was contacted by our jewelry specialist. They advised the customer that they are reaching out to the warehouse to seek advice. 8/22/2017 – Overstock has notes that they spoke to the warehouse on the phone. The warehouse advised Overstock that they do not sell/ship fake items. The warehouse was willing to have the customer return the ring for an inspection. This information was passed onto the customer for the customer to return the ring to Great Neck NY, where the warehouse is. 8/23/2017 – Via email, the customer has let it be known that they are unhappy with sending the ring back. The customer advised that she is reporting Overstock to the FTC. 8/24/2017 – Via email, the customer was advised that regardless, if any refund is to be issued, the ring will need to be returned and inspected. 9/10/2017 – The customer contacted Overstock stating that they sent their ring in about two weeks ago and there is not an update. Customer is upset in their email to Overstock. 9/12/2017 – The warehouse has been called by our customer service. The warehouse claimed that they didn’t receive the ring. The customer has been contacted asking for the tracking number that the customer used to return the ring. The customer is upset and asked for a supervisor. The customer has been called by the supervisor, but no answer. Since there was no answer on the phone, the supervisor asked the customer for tracking details for the return via email. The customer has advised that they will be escalating to Overstock’s corporate headquarters. Corporate was called by the customer where the escalations specialist asked the customer again for their tracking details. We’ll not be able to track the product without that information. Overstock was provided the tracking number, USPS [redacted] – the return went to the incorrect address, it was delivered on 9/5/2017. The ring was sent back to Overstock’s core warehouse in Salt Lake City, UT. Overstock contacted the warehouse to provide them tracking and asked about the ring. 9/13/2017- Our warehouse forwarded photos of the ring which showed signs of wear; such a scratches and tarnishing. Corporate advised the customer of the condition we received the ring in. The product is not fake and it has heavy wear and tear to it. Overstock advised the customer that the customer is welcome to get the ring appraised from a GIA certified jeweler; stating that the sapphires are not real sapphires. If the Appraisal indicates the ring is not sapphire we will accept the return and provide a full refund, as well, we will reimburse you for the appraisal. We did also contact our warehouse again regarding this and they stand behind them and are sending specifics about the gemstones to this ring. We then also let the customer know that we cannot accept the ring back at this time due to the wear. Overstock shipped the ring back with UPS [redacted]. The customer then mentioned that they were going to sue Overstock and demanded their refund back immediately. 9/14/2017 – Overstock has obtained paperwork to show the ring’s authenticity. This was also sent to the customer via email. At this time, the ring has been shipping back to the customer and the customer has been advised that if they want to get the ring appraised, they can do so. If the customer’s GIA certified appraisal specifies otherwise, Overstock will accept the return with a full refund. Overstock also advised that they would reimburse for the appraisal a well but that was if the appraisal stated otherwise about the ring. The ring is not fake. 9/20/2017 – The customer emailed Overstock stating that they will have the results from the appraisal on Saturday, 9/23/2017. 9/27/2017 – The customer sent in their appraisal. The appraisal, said nothing about the sapphires being fake. The fact the appraisal the customer provided states the same things that Overstock’s jeweler provided. The appraisal also added the estimated retails value of the ring which is $420.00. The customer purchased the ring for $516.14. 9/28/2017 – At this time, our warehouse has made an exception for this customer. The warehouse states that they will take the ring back and buff out and re sell only if the ring is not re sized. They will deduct the buffing and re-polishing costs out of the total refund. The customer will need to ship the ring back to the correct warehouse at the customer’s cost. No refund for the GIA certification will be issued as the customer received exactly what was purchased and promised at checkout. The customer called Overstock’s corporate office with her jeweler on the line. We received confirmation that the customer’s jeweler is not GIA certified. All of Overstock’s phone calls are recorded for this reason. Overstock reiterated to the customer that the customer is authorized to ship the item back and get a refund; however, it will not be a full refund. Thus far, the customer has not been excepting of this resolution. Through this process with the customer, the customer has been verbally abusive to every person that they have spoken to on the phone. The final and only resolution is the customer can return the ring; return instructions have been issued to the customer via email. Sincerely, Overstock Tell us why here...

To Whom it may concern,   We have received feedback from the carrier that the freight is in fact lost. A refund for the desk has been issued on 12/27/17. Posting timeframes may range from 3-5 business days depending on the financial institution.   Sincerely , Overstock.com

To whom it may concern,   A crypto-currency transaction can fail for a number of reasons due to the high fluctuation occurring during the time of checkout. If the transaction fails, the amount paid will be refunded back to the customer. Contractually all of the refunds Overstock issued for...

BTC, for any reason, will go back to the customer’s email with the Wallet service provided by Coinbase. This is standard for all crypto-currency refunds. If the customer does not have a Coinbase account, they will need to make an account with the email address provided on the order and they can then transfer the funds from the Coinbase account to their preferred Wallet. The account can be deleted after it is created and used.  Sincerely , Overstock

To Whom It May Concern,                We at Overstock strive to evolve and expand on our service level and product offerings to give an even better online shopping experience. The Terms and Conditions say the coupon may only be used...

once and cannot be combined with any other offer nor past purchases. Does not apply to items in current site promotions (items on sale)  Coupons are for use only on your current order. Once you submit an order, you cannot apply a coupon to that order.  Pricing, specifications, availability and terms of offers may change without notice. Qualifying totals and maximum savings will calculate before taxes, fees, shipping and handling. Overstock.com is not responsible for pricing or other errors, and we reserve the right to cancel orders arising from such errors.  The ordered product was on sale for 30% off and our coupons will not stack. Our system will give the customer the best possible price for their order.  We value our customers and the feedback they provide helps us in implementing new training methods to give our customer's the best service.  Furthermore, we apologize for the poor customer service that was given by the agent of Overstock. We hope you love the rug and will enjoy a courtesy in-store credit of $20 which will automatically be applied to your next purchase.  It is our hope that this will come to a final resolution. We feel that we have done everything that can reasonably be expected to satisfy this customer.    Sincerely,    Overstock

To Whom It May Concern, The customers order began processing on, 7/16/2017, Order number [redacted]. Our warehouse provided shipment confirmation on 7/19/2017, with UPS under tracking number: [redacted], for the following items: ·         Nostalgia Home...

Lexington Bedspread ; Queen, Taupe  Quantity 1 ·         Nostalgia Home Lexington Sham ; Option King, Taupe  Quantity 2 Our Carrier reports delivery took place on Wednesday, 07/26/2017. The customer reports the Nostalgia Home Lexington Bedspread ; Queen, Taupe, was delivered in a damaged package, Images provided by the customer demonstrate the packaging  has been damaged in transit, as well as documented images of the tie missing from the Bedspread. Our customer has reported as well the measurements are not as advertised. For quality assurance purposes Overstock has requested a return of the merchandise. Recognizing the documented photos of the damaged package, and missing tie from the Nostalgia Home Lexington Bedspread, Overstock has filed a damaged items claim with our carrier. UPS does request merchandise is repackaged within the original material; an inspection will take place within 1-10 business days. As an exception on the customers behalf Overstock has released the refund for the Nostalgia Home Lexington Bedspread; Queen, Taupe, to the customers original account in the full amount on 7/28/2017. The customer has reported the both Nostalgia Home Lexington Shams, are not included in the package. With intention to correct fulfilment of the order Overstock initiated a replacement. Please know at this time the replacement order has been canceled at our customer’s request. A full refund of the merchandise has been released on 7/28/2017. Sincerely, Overstock

To whom it may concern,  According to our records, the customer placed an order on 10/23/2015, for a Bardwil Montvale Woven Jacquard Tablecloth. The payment method selected was Klarna.  Klarna is similar to a credit card company, in the fact that Klarna pays the merchant for the...

product, and the customer is billed and expected to make a payment at a later date.
Customers have the option to make a payment for the merchandise as the time the order is placed; however, the customer must make the payment through Klarna's system.
Overstock has partnered with Klarna in order to provide customers with an atlernate payment option for their order. Consequently, Overstock doesn't have any access to their notes or records, as we are a separate company from Klarna. We can confirm that Klarna paid Overstock for the order on 10/27/2015; however, becasue we don't have access to Klarna's notes or records, we cannot confirm what payments th customer has made to Klarna. Consequently, we cannot provide the customer a letter stating that they have paid Klarna, as we don't have access to this inforamation.  The customer would need to contact Klarna at ###-###-#### or email [redacted]@klarna.com, to further discuss this concern. The payments will need to be made to Klarna as this is the company that is owed for payment of the order.   Sincerely,  Overstock

Complaint: [redacted]
I am rejecting this response and will just make decision not to purchase from them again
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Overstock.com in their last response said that if I wasn't happy with the options, I could return the item(s). However, when Overstock.com advised that they would price-match, I got rid of my old beds, so returning the beds is not an option which I mentioned previously. Overstock.com also advised that if I let them know within seven days (which I did) Overstock.com that I still had unresolved issues, my complaint would be reviewed. Photos of the  damages on the furniture were provided to Overstock.com and I considered $400  reasonable compensation. Also the price-match Overstock refunded was short $30 from what I asked for. So to resolve this matter, I am requesting $430.00 which I consider to be fair and equitable. With respect to the fact that this furniture was listed on Overstock.com's website under the fictitious company name Luca Home is an issue that has not been dealt with because Overstock.com still has Grupo Dupen's whole line of furniture listed as being from Luca Home, a company that dies not exist. Other customers are continuing to purchase this brands products for very high prices because they are unable to comparison shop because of Overstock.com's failure to provide the true manufacturer of this furniture.  
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 me.
Refund had been received. However, Overstock charged 146$ refund fees.

To whom it may concern,Customer placed order on 09/17/2016, for the Cream/ Brown 5-piece Dining Set. Set includes 4 chairs and 1 ding table.Our warehouse provided shipment confirmation on 09/19/2016, item shipped in 2 packages with UPS, See tracking number: [redacted]: Delivered on...

Monday,  9/23/2016, according to UPS shipment history.[redacted]: According to UPS shipment history, there was a Service disruption, on 09/26/2016; this caused the package to be returned to shipper. Customer contacted Overstock on 9/26/2016, prompting a parts request for the table and legs. Our warehouse provided tracking number: [redacted], on 9/30/2016.A service disruption was reported again on 10/06/2016, causing the replacement package to be returned to Shipper.On 10/06/2016, we provided a $150.00 refund to our customer to keep the chairs as is, and to help toward a purchase of an alternative table. Customer had been contacted by phone on 10/11/2016, to discuss the table being returned due to the notes from UPS tracking. Our customers address has been reviewed and updated on customers account. Sincerely,Overstock

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

Complaint: [redacted]
I am rejecting this response because: This is clearly poor customer service on Overstock's part. Every representative who claimed to telephone me was calling the WRONG PHONE NUMBER. I changed my phone number about six or eight months ago to (747) 239-1065 and notified Overstock of the change. They obviously were calling the wrong number because I NEVER received any phone calls on my correct number. Ever.I do have the sofas in my possession. They arrived in boxes that were in terrible condition but the contents were okay. I should have returned the products as they were not what I expected.  I just don't want to deal with such ies again. Thank you for your assistance. Please let other consumers be aware of how wretched these people are. Sincerely, [redacted] 
Sincerely,
[redacted]

To whom it may concern,  Klarna is an alternate payment method provided to our customers. This payment method is similar to a credit card company. By using Klarna, the customer is able to purchase an item with the merchant on credit.   As with a credit card, the customer still owes for the item purchased using the credit card, and the credit card company will bill the customer for the item charged to the credit card. If the customer doesn't pay the credit card bill, they are responsible for any late fees, or collection activities that are determined by the credit card company. The same concept applies when using Klarna, as the customer is purchasing merchandise, based upon credit.  When the customer clicks the box to use the Klarna payment option, the Terms and Conditions of this payment option is available to the customer, before they complete their order. Overstock cannot be responsible if the customer doesn't review the listed Terms and Conditions or for customer's understanding of the Terms and Conditions listed for the Klarna payment option. As the customer is having difficulty in speaking with someone at Klarna, we have contacted Klarna on the customer's behalf, and requested that they follow-up directly with the customer. The customer will need to allow a few days for Klarna to follow-up to further discuss their concerns with their Klarna bill.  If the customer needs additional assistance in contacting Klarna, they will need to give us a call at ###-###-####, and we will further assist them in reaching a representative of Klarna.  Sincerely,  Overstock

Complaint: [redacted]
I am rejecting this response because: attached is the description again from the website. You can clearly read includes mattress and adjustable box spring. If it did not include a frame and headboard why would it explain that it also includes a mattress and a pivot boxspring?  I was misled as was hundreds of other people according to your rating. This has to be the most open and shut case you have ever came across. All I want is my frame and headboard or the additional money back I had to spend to complete the set that the company FAILED to send or tell me they were not sending. I have clearly proved over and over again through their own website that I was baited and short changed. I am tired of hearing their same stock answer over and over again when they need to be held accountable and responsible for their actions. 
Sincerely,
[redacted]

10/24/2016 To Whom It May Concern: 09/14/2016 – Customer contacts us to return the order and a return shipping label is created and sent to the customer email address.  The tracking number is: UPS [redacted]09/16/2016 – The package shows returned on this date to our...

warehouse.09/19/2016 - A credit in the amount of $84.68 was placed on the customer’s method of payment. $11.30 is held for the cost of the return shipping label. 09/23/2016 – Customer contacted us regarding the return shipping label cost and was not happy with paying for the label. An exception is made.09/23/2016 – A credit in the amount of $11.30 is placed on the customer’s method of payment. Total refund is: $95.9809/27/2016 – The customer contacted Overstock Chat to inquire about his credit and was advised the full credit has been placed on his method of payment in two installments of $84.68 and $11.30.When a credit is given and we send the customer an email or verbally tell them it will include the statement: “Please allow 2-5 business days for the credit to be posted; however, if you don't see your credit, you may need to contact the issuing financial institution to find out their credit posting time frames.” Sincerely, Overstock

To whom it may concern,   Overstock is not required to offer warranty of the product if it is not provided by the manufacturer. In this case, there wasn’t a warranty in place for this product. The products purchased by the customer were delivered in new and unused condition and there were no issues reported with the product within our 30 day return timeframe. We were contacted by this customer approximately 6 months after the stools were delivered. Overstock cannot be responsible for the customer’s use or care of the product since the product was delivered which was in new and unused condition. Therefore, Overstock will not be replacing or refunding for the product. If the customer does not agree with this decision, they can call us at ###-###-####. Sincerely,   Overstock Tell us why here...

Complaint: [redacted]
I am rejecting this response because:I received an email from Overstock.com on Friday 9/30 which states:“As per the message left on your voice mail today 09/30/2016 we will be picking up the mattress set for a return and a full refund will be given. I apologize for all of the inconvenience this has caused you. You will be getting a call from the carrier to schedule an appointment for pick up. As soon as it has been picked up we will be able to issue the refund. ”This resolution will be acceptable to me if the company performs it promptly. They should arrange to have the mattress picked up THIS WEEK.Overstock.com also should either admit that I was sent the wrong mattress, or replace the product photo on their web page (http://www.overstock.com/Home-Garden/Serta-Extravagant-Firm-Full-size-Mattress-...⇄ with an accurate one, so other people don’t have to go through what I’ve gone through. This too should be done promptly.Thank you for your help.--[redacted]P.S. Delivery was 8/23, not 9/23 as stated in their response on Revdex.com.org. 
Sincerely,
[redacted]

Hello,In looking over the customer's account, it was found that 2 orders were placed in 12/2014 and there have been no orders placed on this account, since those. Overstock has not charged the customer since that time. Whatever balance and or accrued fees from that point, would need to be addressed...

and disputed with the financial institution that handles the store credit cards. The company, Comenity Capital Bank can be reached by calling [redacted] Monday-Saturday, 8:00 AM – 1AM EST, Sunday, 10:00 AM - 10:30PM EST.Thank you, Overstock

Complaint: [redacted]
Good Morning, I am rejecting your response due to the fact that nothing was addressed. All that was said were simply facts that I already know. Clearly the third package was delivered two days late. There is no issue with that. Yes the replacement part was shipped out after I filed the complaint but the fact of the matter is that I had to as for a replacement part. I should not have to do that especially with a package that was delivered late. Once again just because simple mistakes were made does not make that my problem. I am simply trying to resolve this and I am getting the run around. To address the emails to customer service, I emailed customer service on 12/9 at 9:56 AM ET and never received a response. There were two responses previously and this email failed to receive a response from customer service. It has now been 6 days since that email was sent. Please work with me to resolve this issue. Simply regurgitating facts and researching tracking numbers does not solve anything. I am disappointed that an offer to resolve this issue was not given. If we cannot come to a resolution, I can guarantee that overstock will not be my choice when furniture shopping in the future.I look forward to your response.Thank you. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have attached a PDF exhibit explaining how I had purchased a set (2-seat loveseat, and 3-seat sofa) in good faith, and have since the delivery of ONLY the 2-seat loveseat, how I have been given the runaround from Overstock.comFirst off, from the website that was not (according to overstock) aligned business-wise with their warehouse, this has been entirely Overtock.com's fault.  Please see the PDF exhibit I'd sent over and the screencaps of the webpage that I had bought this set, which is noted as a set multiple times, that when purchasing I made sure that it had explained that I would be receiving a set of couches, not a loveseat alone.  The only option I was presented was "Loveseat Black" or "Loveseat White", this was not enough information to let me know that only a loveseat would be delivered, but was instead just a pull-down menu to select black or white.  Nevertheless, I was relying on both the title of the item, and specific item information to lead me to believe that I'd be receiving 2 couches as a set.Since the delivery of only the loveseat, I've gone back and forth with Overstock.com's customer service where they've provided me only 2 solutions to this mess that they've caused.  1. Return the one couch that was delivered at Overstock's cost.  This is completely unacceptable as I've already spent as much time away from work to correspond again and again with Overstock.com's customer service as I possibly can without having to further inconvenience myself by having to take time from work to return home to await delivery to come take the couch away.  I live alone and do not have anyone that could easily take care of the pickup for me.  This would burden me financially.2. A refund, which began at 170$, and further increased to 240$.  I also found this unacceptable due to the amount offered is no way proportional to the expected value of the item (Loveseat and Sofa set) I'd purchased.  Between the 2-seats of the loveseat I'd received, and the 3 seats of the sofa I was not delivered, I've only received 40% of this set, and did not feel that the 24% offered as a return was near the 60% that would have been a fair refund.  I've since went into further detail on this, stating that a 60% return would be fair and put an end to this.  That total (1018.99 for the set - 60% = $611.39)
Despite the customer service rep following up on this matter, promptly and politely, I feel as though I've been ripped off by Overstock.com.  When I'd stated that none of their solutions were acceptable, I'd hoped that they would take the initiative to contact the supplier of the sofa, and order one more, to correct their mistake, or at least be presented with options that would make me feel as though I'm a valued customer instead of making a bad situation worsel
Sincerely,
Mark F[redacted]