Overstock.com

To whom it may concern, Our customer contacted us with new information regarding the parts needed on 4 separate occasions. The initial contact was on 5/30/2016, stating the headboard is damaged. Upon request for further information, customer advised the headboard, and 4 legs, part F, are needed on 6/05/2016. Upon receiving the replacement package, our customer informed the legs are missing, interaction on  6/18/2016, before checking the package, shipped with UPS tracking number: [redacted]. It was not determined by the customer until 7/10/2016, that 2 legs where still missing; upon which a replacement was shipped on 7/15/2016. According to our customer, only one of the feet was provided under tracking number: [redacted]. This prompted a new parts request to be opened with our warehouse on 7/22/2016. It was not until 8/03/2016, that our customer advised the hardware is missing. Overstock was made aware of the original damaged headboard, and missing legs within our 30 day time frame. According to the order date on 5/30/2016, this final request for hardware was made outside our 30 day return window. As of 10/06/2016, this matter has been escalated to Customer Care higher management. Currently a resolution is being researched.      Sincerely, Overstock

[redacted] To Whom it may concern, The noted case file is on the Customers Account as follows...*Please allow this Customer the purchase of Safavieh Chairs that went out of stock for the same pricing. Case #[redacted].When the Chairs are back in Stock the Customer only needs to reference this Case Number when speaking to any representative.There is no one on the CS Floor that can deny this request. Sincerely, Overstock

To Whom it may concern,   Upon review of our customers order number [redacted], I see the HP Envy 7640 Inkjet Multifunction Printer - Color - Photo Print – Des was ordered on 12/06/2016 at 02:36 PM. We received our customer’s initial contact on 12/06/2016, noted at 4:31, requesting a change in...

product due to lower price. At this time a cancellation request was sent to our warehouse. Once an order has been placed we are unable to make changes to the information our customer has provided, or to the selected item. If a customer has entered incorrect information or wishes to cancel an order there is a limited window of time, before the information is processed to our warehouse, that we may cancel an order in our system. In extreme situations we can communicate with our warehouse, with a cancellation request, these are not guaranteed. Our warehouse was unable to cancel the customer’s order; we received shipment confirmation with Fed Ex tracking number: [redacted], on 12/07/2016. The following day 12/08/2016, a delivery was attempted at the customers address; Fed Ex was unable to complete delivery.  Fed Ex, reports the package as “Refused by recipient” at 1:04pm.   An email was sent to customer on 12/09/2016, regarding the shipment advising the cancellation request could not be complete, Overstock representative contacted Fed Ex requested interception / return to sender.   On 12/09/2016, customer’s funds have been released in the full amount. Customer has been advised to contact their financial institution for their direct posting time frame. As of 12/10/2016 Fed Ex has marked the packager undeliverable-retuned to sender. There are no notes on record indicating the HP Officejet 4650 Inkjet Multifunction Printer - Color - Plain Paper, from order number [redacted], placed on 12/06/2016 04:47 PM should be intercepted, or retuned. An Overstock representative has reached out to our customer today 12/13/2016, to discuss an appropriate resolution. Customer is welcome to reply directly to the email provided or contact Overstock customer care at 800-843-2446.   Sincerely, Overstock

To Whom It may Concern, Overstock stands behind the quality of our merchandise with a 30 day return window. All returns must be requested within 30 days following delivery. Upon review of customers account I found the TRIBECCA HOME Cyra Industrial Reclaimed Rectangular Coffee Table, ordered in the...

grey option, from order number [redacted] processed on 08/08/2016, was reported to have blemishes, scratches, on the ends. A damaged item claim was filed with carrier same day as delivery 8/16/2016. Customer requested the TRIBECCA HOME Cyra Industrial Reclaimed Rectangular Coffee Table, is replaced with the brown finish; proceeding as requested Overstock processed order number [redacted]. Customer ordered 2 of the TRIBECCA HOME Cyra Industrial Reclaimed Accent End Table, in the grey option on 09/06/2016, processed under order number [redacted]. Honoring a 15% discount a parcial refund was released to the original form of payment on 9/08/2016. Customer advised of blemishes on the table ends. Overstock has researched the merchandise, offering a refund for return or discussion of alternative option, email sent on 9/29/2017. Customer did not confirm the action requested at this time. Customer contacted Overstock on 12/26/2016, regarding the condition of the TRIBECCA HOME Cyra Industrial Reclaimed Accent End Table Option: Grey Finish. Due to an observed product defect Overstock has filed a Quality control claim, and continued to work with our supplying warehouse to provide a replacement at our customer’s request. Due to the extended time researching replacement option, customer opted to receive a refund for 2 TRIBECCA HOME Cyra Industrial Reclaimed Accent End Table Option: Grey Finish. Remaining refund was released on 01/05/2017. Order number [redacted], processed on 09/14/2016, for the Vanderbilt Nightstand End Table with 4 USB Ports, comes with a 30 day Limited Manufacturer. Customer reported peeling on 2/22/2017. The condition an item may be used while in a consumer possession is undetermined; Overstock cannot assume liability for products after 30 day window has expired.    Sincerely, Overstock

To Whom it May Concern, If Customer wishes to pursue legal action, please send a written complaint to: O.co Legal Department 799 West Coliseum Way Midvale, UT 84047  Sincerely, Overstock

To whom this may concern, The customer has contacted us on 8/30/2016 requesting that we unsubscribe them to receive emails. We have completed this request for them on 9/2/2016 and replied to customer to allow a few days for changes to take affect. This process can take up to 10 days for the emails...

to taper off as they are pre-scheduled to send to the customer. We had also found another email in our system for this customer and that email was not subscribed to receive email. Sincerely, Overstock.com

To whom it may concern,   On 10/28- The Order# [redacted] was placed. Officially shipped 10/31 and arrived on 11/14 due to some shipping shortcomings. On 11/29- The customer called to advise the size 11 doesn’t fit and needs to return. The return instructions and information was emailed. ...

On 1/09- the customer called in because she hadn’t received her refund. Tracking was provided by the customer showing it was sent back and delivered on 12/09.  The agent contacted the warehouse and learned the ring was badly scratched. He requested pictures of the ring and provided the customers return address. On 1/10- The customer wrote in to express his frustration with the amount of time waiting for the credit and having to make payments among sending it back and being told it’s returning due to scratches that were allegedly on it when received. The customer explained that he never wore the ring, but placed it back in the box to return it shortly after receiving it. An agent wrote back to the customer to explain this issue was being sent to the High Value Department for further help.   On 1/12- The customer wrote in explaining he’s waiting on our follow up decision. He states the ring was never touched; it couldn’t be worn and only kept it until he had time to send it back.  He went on saying due to his occupation, it took some time to return it, and the scratches were on the ring when delivered, but he didn’t think much of it.  In conclusion of the email, he says he’s waiting for us to credit the money back or let him know of a decision being made. On 1/13- The customer wrote in saying he’s unable to call in and asks for a call back.  Later in the day, the customer called back to get further details on the return. The agent explained the previous agent had sent a message to the warehouse to obtain tracking for the return back to the customer. It may be until after the holiday for answers. On 1/16- An agent sent an email providing the return tracking for the customer to receive the ring back. The customer replied with an inquiry to get a partial credit back for the ring.  Later called in, and our agent issued a partial refund of $230 since the ring is now being shipped back to the customer.   Sincerely, Overstock

To whom this may concern,   The customer placed an order with us on 04/10/2016 for a Simple Living Berkeley Computer Desk for $52.49. The customer did place the order using their Overstock Store credit card.   Overstock only markets the credit card and does not have anything to do with...

the application process. As we don’t have access to the bank’s records, we cannot verify the mailing address that they have on file for the customer.    However, as with any bill owed by a consumer, it is their responsibility to ensure that they are receiving and paying their bills, and if they do not receive their bill, to contact the company and confirm why the bill was not received. Overstock cannot be responsible for another person’s practices regarding payments on owed bills.    The customer will need to contact Comenity Capital Bank at ###-###-####, if they do not agree with the late fees that have been charged, as late fees are assessed by the bank. Representatives are available Monday-Saturday, 8:00 AM – 9:00 PM EST, closed Sundays and major holidays.   Sincerely,   Overstock Tell us why here...

To Whom This May Concern, The customer first contacted us on May 30th, 2016 informing us that her bed arrived with a defective headboard as it arrived with major scratches.  Customer also  informed that all other pieces are ok.  The agent offered the customer a parts request to...

replace only the headboard.  Customer accepted the offer and was provided the 1-2 business day timeframe  for a reply. Our supplier replied on May 31st, 2016 requesting more detail of the damage. An email was sent to the customer requesting this additional information on June 2nd, 2016.  Customer emailed back to us on June 2nd, 2016 advising they haven’t received any kind of reply regarding the incident.  Then replied later that same day (6/2/16) providing the details of the requested information.   The information was forwarded to our supplier on June 3rd, 2016.  We received a reply from the supplier on June 6th, 2016 providing us a tracking number of the customer replacement headboard.  Per UPS tracking the replacement delivered on Wednesday,  06/08/2016 at 9:24 A.M. Left at customers garage. Customer contacted us again on June 18th confirming the headboard arrived but now there are no legs for the footboard. We offered the same service to request parts to be shipped out to her. Our agent made an error requesting a footboard on June 19th instead of the legs. Our supplier asked (6/20/16) why this was not included in the original request.  Between June 20th -21st, we clarified with our supplier that the request is for two legs for the footboard and not a footboard.  The 23rd  we sent an email asking the customer to open all 3 boxes to make sure nothing else was missing or damaged.   Customer stated “I've opened all boxes with the exception of the new shipment for the headboard. My previous request asked for the legs to be included for the footboard. I'll open the new headboard that ship to see if they stuck that part in there. Can you confirm with them that that order completed both requests?” We replied on June 27th informing the customer that both requests have been completed and the supplier was just wanting to make sure no other parts are damaged or missing.   We received no reply and sent another email to the customer on June 29th. Customer replied to our email on the 29th informing us that they have not yet opened all the boxes as they have been traveling and will open on the weekend to confirm.   We emailed customer on July 5th asking if they had a chance to open all boxes to confirm what parts are needed. We received no reply from customer and sent another email on July 6th also informed we will make one more attempt to contact her. Again no reply from customer, so another email sent on July 7th advising we will me closing the issue pending her reply as we had not heard back from them.   Customer then contacted us on July 11th, 2016 confirming that all boxes were inspected and only missing the legs for the footboard. The request was issued to our supplier that same day. Our supplier was hesitant to complete the request as they were not understanding how the customer confirmed no other issues before and now receiving another request. Supplier sent out requested parts for legs of footboard. Per tracking, customer received parts on Monday July 18, 2016.   Customer contacted us on July 22nd informing only one leg was received in the package. Sent request to supplier advising of the one leg being received. After confirming with supplier and customer that the footboard only needs two legs, our supplier shipped another leg out to customer. Tracking shows it was delivered on August 1, 2016.   Customer contacted us again on August 3rd, 2016 advising that all hardware for the bed is missing and would like replacements sent out but they will try the local hardware store.  We reached out to our supplier on August 3rd requesting hardware.   Our supplier replied on August 4th advising that the customer contacted them directly asking for dimensions to buy hardware instead of having them replace it.  Customer replied to us on August 7th stating the hardware store does not sell the part they need.   We updated the request to our supplier asking to send hardware. After clarifying to them that they need to ship the entire hardware pack they replied that the customer should have everything they need as there have been 3 replacement parts out already.   We emailed customer on August 15th advising that we are unable to ship the replacement parts as the 30 day timeframe has been reached.  Customer replied to our email stating they will never purchase anything from us again.   At this time the issue has been closed.   Sincerely,   Overstock.com

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]

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, On 3/04/2017, order number, for the Puerta Outdoor Wicker Sofa Set by Christopher Knight Home was reported to be damage:  left arm part C, missing part Spring washer. Overstock processed a request for parts. On 3/13/2017, customer reported that the parts delivered are...

incorrect and the spring washer was not included. In an effort to assure the correct parts and washer are provided a complete replacement of the Puerta Outdoor Wicker Sofa Set by Christopher Knight Home, was processed under order number: [redacted]. When a return is initiated, Overstock will provide an automatic response with return instructions advising excess parts or the original merchandise should be returned within 30 days. Some email providers may filter messages as spam or promotional. The replacement was delivered on 3/15/2017. On 4/14/2017, the customer contacted Overstock concerning the replacement the Puerta Outdoor Wicker Sofa Set by Christopher Knight Home. The customer did not heed to suggestion to pick the needed parts from the package before returning excess. Overstock bean a parts request for the missing washer and arm rest. The replacement was reported picked up by UPS on 4/21/2017, under UPS tracking number: [redacted]. Overstock processed the reversal of the replacement charge on refund on 4/24/2017. Our supplying warehouse has advised the replacement parts are in transit with FedEx tracking #: [redacted]. Fed Ex has provided an estimated delivery date is 6/06/2017. On 4/20/2017 an in-store credit of $20 has been issued to the customer’s account; an additional Club O reward has been added to the customer’s account in the amount of $30.00.   Sincerely, Overstock

To whom it may concern,  The customer placed an order on 07/05/2016 for the Convenience Concepts Oslo White Wood 1-drawer Desk.  On 07/06/2016, the warehouse provided the customer with tracking information for their order. The order was shipped out under UPS tracking...

number [redacted].  On 07/07/2016, the customer contacted us to cancel the order, as it appeared that it was still processing. We advised we cannot cancel the order and advised that the order would be delivered on or before 07/12/2016. On 07/12/2016, the customer contacted us for an update on the delivery status of their order. We reviewed the tracking and because it hadn't updated, we advised we would forward the issue to a specialized representative for research and provide a valid tracking number.  We explained that if we were unable to provide a valid tracking number, we would have a replacement order shipped out.  On 07/13/2016, the customer called us for an update on the status of their order. We advised that if tracking information wasn't updated by 07/14/2016, we would process a refund to their credit card account. On 07/13/2016, the customer used our chat option to contact us. They wanted an update on the status of the order as a previous agent had advised that a replacement would be shipped out if the tracking hadn't updated. The customer requested that a replacement be shipped out 07/13/2016 and if the agent couldn't make this happen, they wanted to speak to a supervisor. The agent explained to the customer that we were out of stock and if the tracking didn't update by 07/15/2016, a refund would need to be issued. The customer asked for supervisor in regards to the agent's response. The agent did speak to their supervisor and notified the customer that because the item was out of stock, a refund would be issue, as we were unable to process a replacement order. We offered to notify the customer when the item was restocked.  The customer was unhappy with the response received and asked several times to speak to a supervisor. The agent continued to discuss the process and that we would need to allow the timeframes for the tracking to be updated or for a valid tracking number to be provided. The chat conversation was ended shortly after.  On 07/14/2016, the customer contacted us, using our chat option. The customer explained the experience they had with the issue and requested their money refunded. We advised that they would be contacted by the end of the day to further assist them with the refund. On 07/14/2016, we emailed the customer, and provided the details of their refund. The customer was issued a refund on 07/14/2016, to their Overstock store credit card account, in the amount of $174.99 and issued an in-store credit in the amount of $20.00 to their Overstock account.  [redacted]Please convey our apologies to the customer for the lack of assistance they received when contacting us. We will have this matter addressed accordingly so that we can improve on our customer service.  The customer paid $174.99 for this item. Therefore, because the Porthos Home Ruby 2-Drawer Console in white is currently $229.99, we have determined that the difference in price is $55.00. Consequently, because the customer has received a $20.00 in-store credit to their Overstock account, we have issued an additional $35.00 that can be used towards the purchase of the Porthos Home Ruby 2-Drawer Console in white. By using the credit, the customer will have received the same price as was originally paid for the Convenience Concepts Oslo White Wood 1-drawer Desk. This credit will automatically apply to the customer's next purchase when they log in to their Overstock account and place an order.  Sincerely,  Overstock

To whom it may concern, Our customer purchased the Kate Spade Twirl Women's 3.4-ounce Eau de Parfum Spray on 10/21/2016. The order was shipped from our warehouse on 10/24/2016 with USPS tracking number: [redacted]. Our customer contacted us on 10/26/2016, explaining her concern with the...

smell of the Kate Spade Twirl Women's 3.4-ounce Eau de Parfum Spray, and has provided the batch #[redacted]. We have received customers images, these details have been provided to our warehouse for further review of the the Kate Spade Twirl Women's 3.4-ounce Eau de Parfum Spray inventory. A refund has been released to the original method of payment in the amount of $33.81 on 10/31/2016. Sincerely, Overstock

To Whom It May Concern, Overstock product included the following details for the Cheslsea Light Grey Top Grain Leather 2-Piece Loveseat and Sofa Set: Details: Includes sofa and loveseat Wood frame High density foam Top grain leather upholstery Light grey color Assembly required  ...

Dimensions: Sofa: 84.65 inches wide x 37 inches wide x 36.22 inches high  Loveseat: 65.75 inches wide x 37 inches deep x 36.22 inches high   01/08/2017, Order number [redacted], for the Cheslsea Light Grey Top Grain Leather 2-Piece Loveseat and Sofa Set, was processed. 01/10/2017, As a large item, the Cheslsea Light Grey Top Grain Leather 2-Piece Loveseat and Sofa Set, was shipped with Freight carrier Ceva, Pro# [redacted]. 1/20/2017, Customer contacted Overstock requesting return. Overstock has designated a specialty team to complete the return process for large item returns. Our specialty team will review customer requests, providing follow up, addressing questions, if additional information is required we will ask our customer to reply at their soonest convenience.   2/02/2017, Customer was contacted for additional information and has responded same day. 2/03/2017, According to the return description provided by customer, Overstock has asked customer to cover the return shipping cost in the amount of $146.00. Before a carrier can be arranged to complete customers return pick up customer is asked to approve these cost. If customer would like to further discuss the return shipping rate please respond by email or contact Overstock at 800-843-2446.   Sincerely, Overstock

To whom it may concern,  The customer placed an order on 11/30/2015, for a Chrome Adjustable Shower Curtain Rod, in the amount of $41.94. Overstock offers multiple ways for a customer to pay for their order: Visa, Mastercard, Discover, American Express, PayPal, Bitcoin, Klarna, PayPal...

Credit, Gift Cards, Club O Rewards/In-Store credit. When using such payment methods as Klarna or PayPal Credit, the customer will not be charged right away, and is later billed for the merchandise received. According to our records, the customer attempted to use PayPal when completing their order. However, we received the following message from PayPal: "The Buyer cannot pay with PayPal for this Transaction." Therefore, the customer's payment wasn't processed with PayPal and defaulted to Klarna. *Please note, PayPal didn't provide Overstock with details as to why they couldn't process the customer's payment.*
When the customer's order didn't process immediately, we show that the customer submitted the order again, and the order was completed. Because it was defaulted to the Klarna payment option, the payment was processed through Klarna, and Klarna paid Overstock $41.94.  We understand that the customer did not intend to use Klarna as their payment option. However, Overstock cannot change the payment method after the order has been processed, and the customer will need to pay Klarna for the merchandise received, or return the order so that we can refund Klarna for the amount paid. By returning the merchandise, the customer will not owe Klarna for the merchandise received. Sincerely,  Overstock

[redacted] To Whom it may concern, The Customer has been refunded in full. The remaining amount issued on 4/6/18 to the method of payment used. Sincerely, Overstock

To Whom it May Concern,   On 12/28/17 an order was placed for the earrings and the customer was charged $49.49. The supplier has verified that this product was listed on site for $33.94 until 1/1/18. We have reached back out to the customer by phone and email, and offered the product at...

the original price as it appears a system glitch has occurred. We are awaiting the customer’s response so we may fully resolve.   Sincerely , Overstock.com

Complaint: [redacted]
I am rejecting this response because: they are sending the same canned message and not actually looking into the issue whatsoever... 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I will report to FTC, local State attorney, local news paper, consumer watch group.  I have all the necessary information to prove to show overstock.com is luring consumer with
Sincerely,
[redacted]