Overstock.com

Mr. [redacted] Complaint ID: [redacted] To Whom it may concern, Contrary to what Mr.[redacted] said about receiving (2) Chairs. The Order was made by and sent to [redacted]. The Method of Payment belongs to Mr. [redacted]. The Customer first received (2) Chairs ordered. They...

advised us (1) was the wrong color and an immediate replacement was issued to the same address as before. A return label and later a UPS Call Tag was issued for pickup of the wrong Chair.Both Labels were provided at our cost. UPS came by for the Return item, however, it was not made available by the Customer for pickup. The Customer received the Replacement Chair and claimed it was defective or had Torn Leather on the Seat. The Customer says they cannot disassemble the Chairs for return and is demanding we provide a refund or pickup the assembled Chairs via Freight Carrier which is more expensive than the Chairs. Why would the  Wrong Color Chair be assembled. We would not assemble a Chair that apparently was the Wrong Color and needed to be returned. (Black instead of White). It should have  been left in the box and provided to UPS for the return that was paid for by Overstock. The Customer says they cannot disassemble it. Did they assemble it for Return? It was Black when White was ordered. The Customer claims the Replacement Chair arrived and was Torn on the Seat. The prominent part of the Chair. Again the customer claimed they assembled the Chair and cannot disassemble it. Again, why assemble a Chair to be returned. The Customer has been non-responsive to inquiries about the issue and contacted his Credit Card to dispute the charge(s). The Case was ruled twice in our favor. The Customer was billed for items received and in spite of attempts to retrieve the Merchandise, the Customer again says He assembled the Chairs and cannot disassemble them. Overstock is not required to pickup items via an expensive Freight Carrier Consignment  that should have been left in or replaced into the box immediately after finding anything wrong and made available for UPS sent by us and or taken to UPS with the Return Labels that were provided at our cost. If  the (2) Chairs in question are un-assembled and prepared for return We will have them picked up, otherwise,Please replace the items in their packaging or other packaging secured for return and we will have them picked up and refunded.Note(Height adjustment bar issue related to raising or lowering the seat: Have the customer check the top of the hydraulics for a plastic cap? It stops them from operating during shipping and sometimes customers forget to remove them.) 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]

Complaint: [redacted]
I am rejecting this response because:I asked several times to both the customer service representative and the supervisor...how do I become an authorized user on this account. How do I go about becoming able to discuss this matter with you. At NO time was I offered a resolution of providing a death certificate. All I got was repeated to me...we can't speak to you because you are not an authorized user. We can only speak to the account holder. Okay, how do I do that?  Then I was told I must have power of attorney, which is null and void at her death, or I could log in to her account and put my name on her account. Why was the death certificate never offered to me. The supervisor didn't even have a clue what to do. He said he had to speak to some of his "colleagues" and he would call me back the next day. Of course he never did, so I had to call, in which he again told me he just wasn't able to discuss this with me. No resolution offered whatsoever. So please don't make it seem like it's just that simple...just provide a death certificate.  That was never once offered to me. Otherwise, of course I would have sent it.  I was treated rudely by your sorry excuse of representatives and supervisors. They need to have a better protocol. So now begs the question, where do I fax this certificate and how do I get ahold of whoever I am supposed to. 
Sincerely,
[redacted]

To whom it may concern,   As of 9/28 a contact was made to the customer by phone call and a voicemail was left offering to discuss compensation.   Our initial offer has been rejected and we have not received contact back from the customer.   This issue is currently still open with our customer service waiting for the customer’s response.   Sincerely,   Overstock.com

To whom it may concern,   The particular warehouse that shipped out the (Hotel Grand Naples 700 Thread Count Hungarian White Goose Down Comforter) did have an inventory error where they shipped out the incorrect product twice to the customer. The warehouse did look into the issue and have...

corrected their mistake with the second replacement and confirmed the merchandise that was sent out is correct and authentic. If the customer would still like to return the product we are more than happy to accept the return for a refund.   Sincerely, Overstock.com

To Whom It May Concern: 10/03/2016 - The customer ordered the item and paid for “Express Shipping” which gives a timeframe of 1-3 Business days – estimated 10/06/2016 as the latest delivery date. 10/04/2016 – Customer contacted us to request the order be canceled as it had not shipped out yet. When...

the customer was told it was a 1-2 business day wait for an update on canceling the order – the customer decided not to cancel so the “Request to Cancel” was deferred or canceled at that time. 10/04/2016 – The customer emailed in later that night and expressed his dissatisfaction regarding the service and logistics. 10/05/2016 – Overstock is working with the shipper to find out if the item had shipped yet. The shipper reply was that it had shipped but due to the weather conditions in the customer’s state – the shipper said to have the item returned if not delivered to the customer by 10/06/2016. 10/05/2016 – Customers order shipped out with a delivery estimated for 10/06/2016 10/06/2016 – Overstock emailed the customer and confirmed that a refund for the expedited shipping had been issued and placed on the customer’s method of payment. 10/06/2016 - The package tracking with UPS shows “Out for Delivery” and is noted as follows: “An emergency situation or severe weather condition has delayed delivery. / Your delivery has been rescheduled for the next business day.”  (10/07/2016) 10/06/2016 – Later that day – seeing the shipment was going to deliver too late to the customer due to the weather conditions the tracking for the order shows: “The sender requested a delivery change for this package. / The package will be returned to the sender.” 10/06/2016 - The customer is refunded in full the credit is placed on the customers’ method of payment and sent an email confirming the refund.   Sincerely,   Overstock

To whom it may concern, All merchandise sold on Overstock is 100% authentic. The Extended Selection Yves Saint Laurent Cabas Rive Medium Black w/Silver Hardware Gauche Satchel Handbag, offered on Overstock is shipped from an authorized vendor. If a customer is not happy with the quality of...

merchandise received we stand behind our product with a 30 day return window. Due to the value of the Extended Selection Yves Saint Laurent Cabas Rive Medium Black w/Silver Hardware Gauche Satchel Handbag, if the security tag has removed, or any paperwork that was shipped with the product is missing overstock is unable to accept your return. The prepaid label offered by Overstock insures up to $80. We are unable to take liability of an item that has not reached our possession at the provided return facility, for this reason our customer is asked to return high value merchandise on their own with a reliable traceable carrier, and should purchase insurance to cover the value of the item in case an occurrence may happen in transit. Our customer has been contacted on 12/05/2016, via phone and email. When it's determined the item is defective, damaged or incorrect, we'll gladly refund the shipping you pay to return it.   Sincerely,Overstock

To whom this may concern,   12/26/2017 - The customer contacted Overstock stating that they received the wrong table. Our notes show that the customer would like the Aurelle Home Italian Modern Spyder Dining Table picked up right away. The customer was advised that it would take 1-2 business...

days for follow up. 1/4/2018 – The customer contacted Overstock as the customer had not been followed up with within the timeframe promised. Customer service advised the customer that they would follow up with the customer the following Monday as we had to work with the warehouse to get this item picked up for the customer. 1/8/2018 – Customer service asked the customer to send in photos of what they received. 1/9/2018 – Overstock received photos of the item. The customer also advised that if the table is not scheduled for pickup by the end of the day on 1/9 – the customer will be put the table on the curb. The customer did also mention that it will most likely rain on this evening. 1/10/2018 – The customer was contacted and was advised that Overstock is actively working on getting the table picked up. The customer was also notified that the customer would be liable for any damages don’t to the table while it is in their possession. The customer replied and advised that they are a lawyer. The customer is now demanding a full refund and advising that they could keep the item as well. At the end of the email the customer sent into Overstock, they said that because of Overstock’s threat, the customer is now keeping the table. Overstock.com did not threaten this customer. Overstock advised that the customer is liable for the item while it is in their possession. The customer then asked for this issue to be escalated to a supervisor. 1/11/2018 – Customer service has apologized to this customer. Customer service also advised that the customer’s full refund will be processed as soon as Overstock can confirm that the item is back in transit to our warehouse. The customer was also provided with the return information for the pickup. 1/13/2018 – The customer asked not to be contacted any further as they have filed a complaint with the Federal Trade Commission. Overstock did not contact the customer back, nor was the customer’s refund processed as the item was not returned. In closing, Overstock followed up with the carrier of the return pickup and the carrier advised Overstock that the customer was unresponsive to their calls for pickup arrangements, therefore the pickup was canceled. Per YRC this was cancelled as they were unable to schedule an appointment with the customer. The calls were made on 1/19, 1/21, 1/22, 1/24 1/25 1/29.   Sincerely,   Overstock Tell us why here...

To whom it may concern, 2/17/2016 – The customer’s product was out for delivery on this day however, it does not appear to have been delivered at the time Overstock and the customer were notified. Overstock was advised that her item will be delivered between 9:00 AM and 1:00 PM. The order must not...

have been delivered because the customer called and inquired about delivery of her product on the next business day. On 2/18/2016 – We were contacted by the customer who was inquiring about returning her Easy Comfort LC-200 Lift Chair because she stated that the freight carrier was giving her the “ run around “. The product was out for delivery on 2/18/2016. The customer advised us that she will be returning the product if it is not delivered by the end of the day. The customer contacted us later on this day stating that she wishes to return the product because of the missed delivery and because the carrier did not have the option to delivery inside of her home. The delivery was not accepted and shipment was refused by the customer. *The Standard Threshold Delivery Service provides delivery of your shipment to the nearest ground level entrance, i.e.: your front porch, a lobby or a garage entrance. This is not considered an inside delivery. From here, we requested the return shipping cost from our warehouse. 2/19/2016 – The warehouse got back with us stating that the return cost is $125.00. This cost is what the freight carrier charges.  The freight carrier had noted that the customer refused the shipment because it was not an inside delivery and because the carrier would not take her current furniture away at the same time of the delivery. The customer contacted us on this day. We advised her that the cost to return the order is $125.00. However, before customer service could offer to cover half of the return shipping cost, the customer disconnected the phone call. We emailed the customer and let her know that we would split the cost with her which is $62.50. The customer will be followed up with today in regards to the return. We consider this return a buyer’s remorse return. Please see our Oversized Item delivery policy: https://help.overstock.com/app/answers/detail/a_id/8/c/2/session/L3RpbWUvMTQ1NjI...⇄  The charges still do apply as the carrier does charge to return the product back to the warehouse. Our return policy link is also as follows https://help.overstock.com/app/answers/detail/a_id/1   Sincerely, Overstock Tell us why here...

To Whom It May Concern: 09/17/2017 PURCHASE OF (2) Cyra Industrial Reclaimed Accent End Table by iNSPIRE Q Classic  Order #[redacted] 01/01/2018 customer contacted Overstock by Live Chat and advised the table tops had cracked. She was told by the chat agent that the tables appeared to have an...

issue with the tops. 01/05/2018 the two replacement tables were shipped to the customer. 01/08/2018 the report from the warehouse that shipped the replacements, states the customer may dispose. The email sent to the customer with tracking for the replacements also states that she may dispose of any leftover parts – which means the warehouse sent out the replacements to use or to take parts from and they did not expect any of the stands to be returned. 02/03/2018 the notes on the account show that replacements were sent and the original tables had not been returned. Our system is set up to alert when items are not returned within the standard time frame (30 days) and the customer will be charged for the replacements. The solution specialist working this issue should have followed through and completed this in our system so it would not have flagged to be charged for the replacement tables. 02/03/2018 the customer is notified of the replacement charge and contacts Overstock to advise she never received a label. 03/06/2018 Today I have no reason to go any further with this explanation regarding the complaint as the customer is correct with what she has reported. After reading the customer complaint and the notes on the customer’s account, I can see that Overstock did not handle this properly. The customer will be refunded today for the replacement charge. She will also receive an apology from Overstock for the inconvenience she has had over this specific incident.   Sincerely, Overstock

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response from overstock is far better than the previous communications. I will never do business with them again. I am waiting on my credit to my account. 
Sincerely,
[redacted]

To whom it may concern,   Products on the Site are subject to change without notice. Errors will be corrected when discovered. Our Site contains a large number of products and it is always possible that, despite our best efforts, some of the products listed on our Site may be incorrectly...

priced, the quantity or availability of a product may have changed just prior to an order being placed or other errors may be displayed on the product page.   We will normally verify prices, availability and confirm there are no errors on the product page as part of our dispatch procedures.   Where a product's correct price is less than our stated price, we will charge the lower amount when dispatching the product to you. If a product's correct price is higher than the price stated on our Site, we will normally, at our discretion, either contact you for instructions before dispatching the product, or reject your order and notify you of such rejection. We are under no obligation to provide the product to you at the incorrect (lower) price, even after we have sent you an Order Confirmation or a Shipping Confirmation, if the pricing error is obvious and unmistakable and could have reasonably been recognized by you as a pricing error.   On occasion, you may be able to place a product in your shopping cart and submit your order for processing, but your order is subsequently cancelled due to unavailability of product. You acknowledge that products may sell quickly and there may be a short period of time after an order has been submitted, but where the product is no longer available. You agree that we may cancel your order after you have received an Order Confirmation without penalty. On very rare occasions, you may receive a Shipping Confirmation from us, but the product is no longer available in our or our third party fulfillment provider's inventory. 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.   We reserve the right to correct any errors, inaccuracies or omissions on a product page. We reserve the right to rescind our acceptance and cancel your order without penalty in the event there is an obvious and unmistakable error on the product page, in our reasonable discretion. If you have already received your order, we will do our best to resolve your concern.   Upon researching the product in question, I was able to find this was the price of the item shortly last month. As a one-time courtesy, we’ll honor the price the customer found today and will assist in placing the order.   Sincerely,  Overstock

To Whom It May Concern, On 5/18/2017, customer reported parts for the Vinnova Tuscany 36-inch Single Vanity in White with White Vessel Sink with Glass Countertop without Mirror missing. Overstock’s supplying warehouse confirmed the replacement parts have shipped as of 5/25/2017. Our records...

indicate the customer was aware the parts had been shipped as of this date; customer contacted Overstock requesting a return of the Vinnova Tuscany 36-inch Single Vanity in White with White Vessel Sink with Glass Countertop without Mirror, and the parts upon arrival. No carrier has been arranged to retrieve the Vinnova Tuscany 36-inch Single Vanity in White with White Vessel Sink with Glass Countertop without Mirror; due to extensive time frames, a refund has been released to the customer’s original payment method. Sincerely, Overstock

[redacted]
 To whom it may concern, The initial Order was placed on 11/12/17. [redacted] and [redacted] were both on the Phone Call to place the Order. The Order was placed with a discounted price in excess of a couple hundred dollars as a pricing courtesy. The call was...

listened to so we could verify what was said in regards to the Freight Delivery. During the conversation, questions were answered by the Overstock Representative in regard to White Glove delivery. Most Freight is delivered to the nearest Ground Floor Entrance. White Glove includes delivery inside to the Room of Choice for a small charge. The Customer applied for White Glove delivery with their Order.The Customer(s) were both advised after questions regarding assembly, that "White Glove" was "not a service including assembly" and that a 3rd Party would have to be Contracted for the assembly (Charges to be Negotiated by the Third Party). Both [redacted] and [redacted] acknowledged they understood. The Customer(s) selected an Assembly Service Onsite known as "Porch." There are no Charges for Porch until an agreement is arranged. Porch contacts the customer later to arrive at a date and a quote for Services.On the date of delivery the Customer called to complain that Assembly was not provided. She was advised again White Glove is Room of Choice only. Assembly is not included. The Customer received the contracted service, however, the charges for White Glove Delivery were refunded as a courtesy.The Customer also requested compensation for Professional Assembly and was denied by the Agent. The Customer was again advised Assembly was Third Party and that She would be responsible for any contracted assembly charges.The Customer requested a Supervisor about the issue and was transferred after a brief hold. The Supervisor advised the Customer about the separate Delivery and Assembly procedures and charges, and that Assembly Charges would be the Customers responsibility.The Customer disconnected the Call. Sincerely, Overstock

To whom it may concern, 7/13/2016 – The customer reached out to our customer care through our chat option. The customer expressed that the bed she purchased is very squeaky and noisy for the short time she has been in possession of it. The customer gave three options for us: to have it repaired,...

exchange for a different model or to fully refund her. Overstock does not offer repair service, our system is not built to do exchanges. The customer would have to return the bed if she would like her full refund. Customer service did offer to issue a pickup of the bed and return it for a full refund. The customer did state on this day to our customer service that she will issue a complaint to the Revdex.com because we did not comply with her options. The online chat ended. Customer service did follow up with the customer via email stating that they would issue a maximum of $60.00 to the customer’s payment method if she keeps the product in its condition. 7/14/2016 – The customer replied to the email from customer service regarding the $60.00 partial refund. The customer accepted the $60.00 and stated that she will have the product fixed herself. On this same day, we issued the customer $60.00 to her credit card account and emailed the customer to confirm that we had issued that refund. This issue is now closed.   Sincerely,   Overstock Tell us why here...

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
This is your Return Policy that you have on the Walmart
website.
What is this a false advertising
Copy and Paste from Walmart website
You can initiate a return for most new and unopened items
within 30 days of delivery for a Full Refund.*
You must return items in new or unused condition with all original materials
included with the shipment. We must receive your returned items at our processing
facility within 45 days of delivery. We inspect all returned items and award a
partial refund for opened or used products. If the return is a result of our
error or defective product, we will refund the full cost of the merchandise and
shipping charges. If you initiate a return after 30 days, a partial refund may
be issued depending on elapsed time and condition of merchandise.
My delivery was set for the time-frame of 1:00 PM to 5:00
PM. and I called to find out why they did not pass by, they just told to me
that they passed by around 10:00 AM.
That was a lie because my wife was home on the top of that I
have security camera that I can prove that they never pass on a no arrange
time-range. I don't know who is more irresponsible you or your shipping
company. Why do you charge those $50 Dollarsto the irresponsible shipping company.

To Whom it may concern,   On Saturday 9/3- The customer opened an online chat to discuss the status of the order pending to ship. We advised the order was made Thursday the 1st and will be shipped out within 1- 2 business days.  Due To the upcoming Monday holiday, we explained the order...

was expected to ship Tuesday the 6th and would arrive within 3- 6 business days. On the morning of Friday September 9th, the customer opened an online chat asking about his order he expected to be delivered the day prior. The agent realized the carrier provided on the invoice was freight due the large quantity ordered, and advised the customer  the order would be 1- 4 weeks to ship.   The customer emailed Overstock shortly after the chat and explained when he ordered it, our site stated the items would arrive in 3- 5 business days.  Adding, the site estimated 9/8 to be the delivery day before changing to 9/9. Causing him to open the chat to be told 1- 4 weeks was not what he expected mentioned he has workers standing by being paid.   In the afternoon of Monday 9/12, the customer opened an online chat to discuss the issue. The customer explained he contacted the freight shipper and was told it should be arriving in his area today, which was already beyond the expected 3- 5 business days provided originally.  The agent said since it’s arrived to the local terminal, the carriers will be calling within 3- 5 business days to schedule a delivery time appointment.  The customer was in question stating the site showed 3- 6 business days, it had been 7 business days and now another 3- 5 was not aligning with the information provided throughout the order.  The customer asked for management to give him a call, because he had contacted us prior was not responded to in 24 hours.  The agent explained a single or double case of the product would take 3- 6 business days, but because 20 was ordered, it follows our freight time frame; 1- 10 business days to ship and 1- 4 weeks to be delivered. The customer said this was never told to him and we advertised the product incorrectly; as when he placed the quantity of 20, it was 3- 6 business days and asked for management to contact him.  Our agent provided the link of the product and pointed out the disclaimer which mentions “If the quantity ordered is over 300 lbs, the order will ship via freight carrier and longer shipping timeframes are to be expected”.  The customer explained he reached out to us repeatedly through the week prior and was told 3- 6 business days. The customer mentioned asking for management to contact him and the agent advised the issue will be escalated to management. The customer stated, he’ll contact us daily until he gets an answer. After the chat wrapped up, the agent emailed the customer recapping what was discussed. On Saturday 9/17, Overstock emailed the customer stating the freight carriers tracking showed delivered 9/12. We contacted the customer via phone.  YRC has also provided a signed proof of delivery on the 14th of September.  Overstock will ship a large quantity of these tile cases via freight to limit damages.    Sincerely, Overstock

To whom it may concern,  The customer contacted us on 02/20/2016 and reported that they placed an order for some furniture. The customer confirmed that they didn't receive an order confirmation. Our records show that the customer contacted us, as they were concerned that they didn't receive an...

order confirmation.  The customer explained that when they contacted us, that we suggested placing a new order. However, he didn't want to place a new order as their coupon had expired, and the price of the item had increased, and there wasn't enough available credit to place the order. The customer also provided an email received from Bongo showing an order number and the amount paid on the order.  We explained that we were experiencing problems with our order processing system and that the order wasn't accepted into Overstock's system. We explained they would need to place a new order.  The customer replied and advised that they didn't "accept" the "solution". The customer stated that "It's a confirmed, legally binding order". Overstock replied that the order failed and that the customer should have been refunded. We explained that if the customer wanted to replace the order, we would assist and make sure the customer received the same price as they originally paid.  [redacted]When a customer places an order, and uses Bongo to complete the payment, they are transferred over to Bongo's website. Bongo has partnered with Overstock to accept payments for international orders. However, if Bongo doesn't transmit the payment or the order to Overstock, we cannot complete the customer's order.  We have confirmed that Bongo received payment and provided the customer with an order number; however, Bongo failed to transmit the payment or the order number to Overstock. Therefore, because Bongo failed to send payment or an order number to the Overstock, we are not able to complete the customer's order.  Overstock did confirm with Bongo that there was an error on their end and that they didn't transmit the order or the payment to Overstock. As a result, Bongo has issued the customer a refund. The refund was issued on 02/22/2016, back to the customer's payment method, and the customer will need to allow 5-7 business days for the credit to be posted. If the customer doesn't see the credit, they may need to contact their financial institution to verify their credit posting timeframes.  Overstock has advised the customer they will need to place a new order for processing and that we will help with the discount once the order is received from Bongo. If the customer would like to take advantage of this offer, or need any help in placing their order, they will need to contact our International Department at ###-###-####. Sincerely,  Overstock

Complaint: [redacted]
I am rejecting this response because:The business provided the following verbatim response: "we did provide the incorrect information. The customer was mislead by the shipment date provided by us".  In my original complaint I asked about a reasonable accommodation, the merchant ignored it.  In fact, the item is now advertised as a "weekly deal" by the merchant for $50 less.  I do not believe asking the merchant to adjust the order by $50 to the original payment method is unreasonable.  In fact, it is not really even much of an accommodation as this is a current sale price.Otherwise, I request the Revdex.com to initiate binding arbitration, and per Revdex.com operating rules, each party can pay the Revdex.com a $75 filing fee.
Sincerely,
[redacted]

To whom this may concern,   Order placed  197140744  07/29/2017  - Corvus Martinka 9-piece Grey and Blue Wicker Outdoor Sectional Furniture Set – shipped 07/31/2017 with Ceva Logistics. Customer contacted Overstock first on 8/10/2017 – The customer states that their delivery...

was supposed to arrive on Monday, 8/7/2017. The customer described the issue to the Overstock chat specialist. The specialist advised the customer that since this is an Oversized shipment, they do not have access to the information the customer needs and this will need to be passed onto a specialist department to look into. The customer was given a 2 business day timeframe for follow up. Shortly after this chat was wrapped up, the customer called into Overstock. The customer spoke to the specialized department where customer was told that their delivery delivery date and time as the freight did not arrive to the local facility until 8/8/2017. This matter has been brought up with the carrier for scheduling the customer and not canceling the delivery ahead of time. 8/11/2017 – The customer emailed Overstock on this evening asking for the price change difference of $200.00. 8/16/2017 - The customer was advised that we can only honor the price change within 7 days from the purchase. We did offer to issue $100.00 back for the price change. The specialist advised the customer that they wouldn’t be able to honor the entire price change. 8/18/2017 – The customer advised us of their mishap of the delivery once again. The customer advised that they will be filing a report with the Revdex.com due to the situation. 8/21/2017 – Our customer service reached out to the customer and advised that they looked into the price change. The price was $1608.99 and as an exception refunded the customer $150.12. The customer purchased the product for $1759.11. This was the price difference.   Sincerely,   Overstock Tell us why here...