Overstock.com

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

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...

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

[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

[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 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 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

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

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]

[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

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 this may concern, We have been in contact with this customer on 9/7 requesting more information. We have since received this requested information from our customer and have an open issue that is currently being worked. The customer will be contacted within 1-2 business days. Sincerely, ...

Overstock.com

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

[redacted] To Whom it may concern, I checked today to make sure the refund had been issued. Your Refund was issued in full on 3/19/2018. Sincerely,  Overstock

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]

To whom it may concern,Our customer purchased the Hans Andersen Home Visby Chandelier: Large, on 6/13/2016. UPS confirmed delivery took place on 6/22/2016, under tracking number: [redacted]. There are no warranties listed with the Hans Andersen Home Visby Chandelier. However, Overstock...

offers a 30 day return window for customers to inspect and report damages to the package or product. Please visit the link below for more Overstocks standard return policy: https://help.overstock.com/app/answers/detail/a_id/1Sincerely,Overstock

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]

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

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