Overstock.com

To whom it may concern: The customer ordered three computers and warranties on 11/05/The cost of each computer was $– computers total - $The cost of each warranty was $– warranties total - $The first computer was found to be defective it was returned and arrived at our warehouse on 01/05/01/03/the refund was given for the warranty in the amount of $01/05/the refund was given for one computer returned in the amount of $The customer was given the information needed regarding the warranties and after some time the customer decided to return the items for a refund with a request to refund the warranties as wellThe refund for the warranties in the amount of $was issued on 07/18/The refund for the computers in the amount of $was issued on 08/16/There is a difference of $which was not refunded because they were Club O dollarsAny time an item is returned, the Club O Rewards dollars that were earned on the purchase are debited from your Rewards accountThe reason that $was not refunded was because the Rewards earned on this particular order, were used on another purchase and we cannot debit them from the account, so it is withheld from the refundThe customer’s request for interest and late fees that have been added to her credit card cannot be fulfilledThe customer has been refunded in full for the computers and warrantiesOverstock cannot refund more than the customer paid for the items Overstock cannot be responsible for another person's personal practices in regards to payments of their credit card statementsIf the customer does not agree with the late fees or the interest charged they will need to contact Comenity Capital Bank as they are responsible for applying these charges to the customer’s bill Comenity Capital Bank may be reached at: 855-810-Representatives are available Monday-Saturday, 8:AM – 9:PM EST, closed Sunday’s and major holidays Sincerely, Overstock

To Whom It May Concern, Overstock stands behind the quality of our merchandise with a day return window I have notified our supplier of the situation the customer has experienced with their order of Abelone Contour Upholstered Dining Chairs by MID-CENTURY LIVING (Set of 2) The recommended weigh is 200-LBS, there are few reported incidents of this break down reported, we will continue to monitor the return per sale on the Abelone Contour Upholstered Dining Chairs by MID-CENTURY LIVING (Set of 2)Overstock will gladly accept a return for a refund, outside our day return windowTo proceed, the Customer will need to repackage the merchandise, if the original packaging is not available customer my like to visit a local furniture store or currier facility for boxes and packagingPlease email [email protected], with your Revdex.com Complaint ID # [redacted] , Overstock will initiate a prepaid UPS Pick up Sincerely, Overstock

To whom it may concern, 9/2/– Customer contacted us via online chat and advisedthat part C was dentedWe requested the part to be replaced with ourwarehouseCustomer would be hearing back from us within 1-business days9/4/– our warehouse got back with us and stated thatthe parts request for part C is in process and to allow them full businessdays for tracking on itOur parts requests take 2-business days to complete.We did update the customer on this day and let them know that we needed moretime and will contact them in business days9/8/– we were provided with tracking information forpart C and provided it to the customerThe part was set to arrive on9/10/The customer was advised to dispose of any unneeded materials9/10/– On this day, the customer contacted us and saidthat the part arrived but it was the incorrect partWe issued another partsrequest for part C9/14/– The warehouse replied and advised that theywould have tracking within full business days9/15/– the customer contacted us asking for an update.We did respond and let him know that he would be receiving an email beforeFriday with the tracking information9/16/– The warehouse replied and advised us thattracking information would be available by the end of this day for the new partto be shippedThe part ended up shipping out of ithe warehouse on this day.9/17/– we provided the tracking information to the customer.UPS: [redacted] 9/21/– customer was sent the correct part but it wasdamaged in the same area as the first itemThe box was in perfect conditionbut this was concealed damage or the warehouse is shipping out damaged itemsWe emailed the warehouseletting them know about all of the instances this customer has been throughWerequested another new piece be shipped to the customer and expedited9/22/– we were advised that the warehouse is out ofstock on the product and wouldn’t be able to replace the pieces neededWecalled the customer to advise him of thisWe offered a full refund or we couldship a full replacement to the customerHe was given a $ [redacted] inconveniencecredit back to his credit card due to thisThe customer escalated to asupervisorAt this time, the customer wanted to return another piece of hisorder which was the rug he mentioned in his complaintHe bought the rug anddesk to go together but because the desk did not work out for him, he wants tonow return the rugWe issued a call tag for all pieces to be returned.Tracking numbers: [redacted] , [redacted] , [redacted] ,and [redacted] We did offer a different desk to the customer that wouldhave to be priced at $or less to match the price of the original desk.The customer did ask the supervisor if he could leave the items outside for UPSto pickup and this is when he was told that he would be liable for any theft ofthe productsThe customer advised that he would be disputing this charge withhis bankWe still continued to work with him with the returnPer the trackinginformation on all the call tags, they were delivered successful to ourwarehouseOn this same day, the customer contacted our president of thecompany expressing his frustration with the situationHe did also brief ourCEO on the situation and everything that he has been throughThe letter wasforwarded to our Executive Relations team on 9/23.9/23/– Executive Team received the customer’s letterwritten to the CEO and they responded immediately The Executive team placed a call to thecustomer to no availThey then emailed the customer reiterating the returninstructions and advised the customer that he may leave the pieces outside andOverstock would take responsibility for any damaged or stolen itemsThecustomer then called the member of the Executive Team back and brought to theirattention that the desk is sold in a set on our websiteHe still wanted thedesk that he ordered originallyExecutive Relations advised the customer thatwe will still look into it and see what they could do to replace the desk thecustomer needsAfter speak with the customer, Executive Relations contactedour warehouse to advise that the customer had escalated the matter tocorporateThey reiterated the situation to the warehouse and asked that theyship a full replacement deskExecutive Relations provided the sku to the deskset to the warehouse and asked that they please ship only the deskThecustomer did email the Executive Relations team later that evening and advisedthat they actually want to keep the rug depending on the outcome of the desk.The customer was basing keeping the rug if he could in fact receive the desk thathe ordered9/24/- Our warehouse agreed to ship the desk outside ofthe set under tracking number: [redacted] and they also agreed to addadditional packaging to protect the desk from getting damagedA member of the ExecutiveRelations contacted the customer and provided him with the tracking information.The customer then mentioned that he will definitely keep the rug because ofthis resolutionThe new desk was to arrive to the customer on 9/25/– the nextbusiness day9/27/– The customer chatted with customer servicestating that his replacement desk arrived damaged and that he would like arefund9/28/– The customer wrote into the Executive Relationsoffice and advised that the replacement desk had arrived damaged as wellHe requesteda refund for the desk9/29/– our Executive Relations answered him and advisedthat we understand that he wants a refund now and that we have addressed thiswith a warehouse manager9/30/– We contacted the customer once again and askedif he was still interested in returning the rug as well since he bought them asa setWe also asked if we could place an order for a comparable itemThecustomer answered this morning and advised that they are going to keep the rug.They declined the offer to replace the desk with something comparable andstated that he doubts he will shop with Overstock in the futureIn closing, we still have this case open to assist thecustomerSincerely, Overstock

To Whom it may concern; 12/11/2017- The customer called back in because this situation has kept going on and he wants more money back or someone to pick it up for himCustomer is asking or an additional $in compensation back to his original form of payment (STORE CARD)Agent issued credit for all the trouble he endured on his first OSTK orderSince Overstock has issued exceptions totaling $back to this customer and he agreed after the first $that he was fine to keep the item as is no further credit will be issued at this time Sincerely Overstock

To whom it may concern, On 10/28- The Order# [redacted] was placedOfficially shipped 10/and arrived on 11/due to some shipping shortcomingsOn 11/29- The customer called to advise the size doesn’t fit and needs to returnThe return instructions and information was emailed On 1/09- the customer called in because she hadn’t received her refundTracking was provided by the customer showing it was sent back and delivered on 12/ The agent contacted the warehouse and learned the ring was badly scratchedHe requested pictures of the ring and provided the customers return addressOn 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 receivedThe customer explained that he never wore the ring, but placed it back in the box to return it shortly after receiving itAn 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 decisionHe 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 madeOn 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 returnThe agent explained the previous agent had sent a message to the warehouse to obtain tracking for the return back to the customerIt may be until after the holiday for answersOn 1/16- An agent sent an email providing the return tracking for the customer to receive the ring backThe 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 $since the ring is now being shipped back to the customer Sincerely, Overstock

Complaint: [redacted] I am rejecting this response because: there have been no returns or suspicious activity whatsoever on my accountSince I opened my account I have shipped to my daughter's home with no issues whatsoeverI provided a copy of my identification to verify that it was me ordering so my order should have been sent where I requested.The order in question was still shipped to my home address instead of where I want it to goThis will necessitate me paying for shipping (which should be free) I accept the compliment of my voice "sounding young" but I assure you that that is not an indicator of my ageI will not be shopping with Overstock.com in the future and will be canceling my credit account Sincerely, [redacted] ***

To whom it may concern,Our customer purchased the Karat Solid Yellow Gold Citrine Gemstone Round Prong Set Navel Belly Button Ring, on 10/27/The Karat Solid Yellow Gold Citrine Gemstone Round Prong Set Navel Belly Button Ring, is sold and shipped by our Marketplace seller, West Coast GiftsDue to hygienic concerns West Coast Gifts reserves the right to decline returns, exchanges on body jewelryUpon communication between West Coast Gifts, and customer, pictures of the Karat Solid Yellow Gold Citrine Gemstone Round Prong Set Navel Belly Button Ring, were requested and receivedUpon review West Coast Gifts, determined that the jewelry had been removed from the original packageWest Coast Gifts denied the returnWe are working with West Coast Gifts, to update the product page to indicate the size of the Karat Solid Yellow Gold Citrine Gemstone Round Prong Set Navel Belly Button Ring.Overstock has extended a courtesy, and will accept the return for and provide a refundCustomer will be provided a prepaid UPS return label Via email, within hoursSincerely,Overstock

To Whom It May Concern, Overstock has contacted the customer regarding the INSPIRE Q Bellevista Square Button-tufted Upholstered King-size Bed, from order number [redacted] Overstock will provided a free Priage 12-inch Compact King Bed Frame (Item# 19051328), as an alternative to the original bed supportCurrently the Priage 12-inch Compact King Bed Frame is being processed for shipping under order number [redacted] We recommend using a bunk board or Box spring with the Priage 12-inch Compact King Bed FrameSincerely, 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 meThey did provide me with a full refund on the mattress on 8-12-Thank you Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: No refund is being made, can not believe they are making this blatant statement, will not accept anything other than full refund + 1000$ inconvenience due to dificulties associated with the transaction Sincerely, [redacted]

To whom this may concern, Overstock has been, and continues to be, willing to issue a full refund to the customer once the customer returns the product at issue The customer is not entitled to receive more than a full refund When the customer purchased the table on Overstock.com, the customer agreed to be bound by Overstock’s terms and conditions, which provide in pertinent part as follows: DISCLAIMERS AND LIMITATIONS OF LIABILITY We do not warrant the accuracy, integrity, or completeness of the Content provided on the Site, or the products or services offered for sale on the SiteYou expressly agree that your access to, viewing of, browsing, visiting or use of the Site is at your sole riskwe are not liable for any direct, indirect, incidental, special, or consequential damages (including but not limited to lost opportunity costs, purchase of replacement product/s, and/or time of assembly) arising or resulting from your receipt of incorrect or incomplete product/s that you received as a result of a purchase on the Sitehttps://help.overstock.com/#!/answer/ Overstock did not abandon the table, and contrary to the customer’s assertions, the table is not abandoned property under Utah law If the customer would like a refund, the table will need to be returned Sincerely, Overstock Tell us why here

To whom it may concern, The customer placed an order for the Super Soft Solid Deep Pocket Easy-Care Sheet Set with Oversize Flat and the CHI Miss Universe 2-ounce Morings Oil on 08/11/The total of the order was $The customer had an in-store credit, in the amount of $40.00; which was used when placing the orderTherefore, the balance after the credit was used, came to $The customer paid the remaining balance using their Visa credit card accountThe customer's order was shipped out on 08/12/They received the oil on 08/17/and the sheet set was delivered on 08/19/The customer contacted us on 08/19/and reported that they received the wrong sheet color sheet setA return was set up for a refund, based upon the customer's request.The customer returned the sheet set on 08/21/The item arrived back to our warehouse on 08/28/The customer contacted us on 08/31/2015, to inquire about when she should expect to receive the $credit she used, and the $refund that was charged to her credit card accountOn 09/01/2015, we advised the customer that as the item was received back on 08/28/2015, the refund would be issued within 3-business daysOn 09/05/2015, the customer contacted us, as they hadn't seen their refund, and the timeframe for the refund to be completed had expiredThe customer expressed their frustration and concern that the credit hadn't been issued.On 09/08/2015, the return was completed, and the refund issuedThe customer was notified that the refund was issued via emailAs the customer still had the oil, a refund was issued for only the sheet set, in the amount of $13.14, to their credit card account, and the difference of $as in-store credit to their Overstock accountThe customer was refunded for the exact amount used back to the same payment method used.The customer contacted us again on 09/10/to express their dis-satisfaction on the customer service receivedWe apologized for the customer service received as our goal is to provide everyone with an excellent shopping experience.Sincerely, Overstock

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 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 solutions to this mess that they've caused 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 financiallyA 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 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 (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]

To whom it may concernOverstock acknowledges your order number [redacted] , placed on 11/29/2016, shipped with DHL Global, and delivered by USPS on 12/12/2016, arrived later than the standard 3-business day delivery time frameOn 12/12/2016, I have reviewed customer’s correspondence with Customer care ChatA refund for the iPM Stainless Steel 42mm Replacement Link Watch Band for Apple Watch, was released on this date in the amount of $In recognition that all items on your order shipped together with DHL Global, arriving later than the standard 3-business days, Overstock has refunded the remaining balance to your original form of payment from order number [redacted] , on 12/20/An email confirmation has been provideSincerely, Overstock

Complaint: [redacted] I am rejecting this response because: We are currently negotiating compensation for the issueWill update once we have settled on an amount Sincerely, [redacted]

To whom it may concern, The customer purchased the Extended Selection ABBYSON LIVING Richfield Premium Top-grain Leather Sofa, Loveseat, and Armchair Set, and the ABBYSON LIVING Richfield Top Grain Leather Ottoman, on 09/29/ The order number for the furniture purchased is [redacted] The furniture is considered an oversized item and had to be shipped with a freight carrierItems shipped with a freight carrier can take 1-business days to ship and 1-weeks to deliver from the shipping dateThe customer contacted Overstock and reported damage to some of the furnitureThe customer had accepted pieces of the furniture and refused the damaged piecesTherefore, the warehouse shipped out replacement furnitureAccording to our records, the customer reported that the carrier tried to redeliver the same damaged furniture that was refused, and not the replacement furniture that was shipped by the warehouseConsequently, the customer refused the delivery of the damaged furniture, and requested that the furniture previously received, be picked up, and returnedOnce we confirmed the furniture received was picked up, the customer's refund was issued, and the customer wasn't charged any return fees as the furniture arrived damagedThe customer earned $ [redacted] reward dollars on the order for the furnitureThe customer used the $ [redacted] earned reward dollars on new order # [redacted] When reward dollars are earned on an order, and that same order is returned, the earned reward dollars are removed from the customer's Overstock accountIf the earned reward dollars have been used on a new order and aren't available to be removed from their Overstock account, as stated in our Club O Rewards Program Terms and Conditions, if the customer lacks "sufficient Club O Rewards in your Rewards Bank, the Club O Rewards earned on previous purchases will be deducted from your refund on a dollar-for-dollar basis." (https://help.overstock.com/app/answers/detail/a_id/50)Therefore, as the customer used the reward dollars earned on the order for the furniture, and then returned the furniture, we were unable to remove the $ [redacted] earned Club O Rewards from the customer's account, because they were used on another orderBecause the $ [redacted] reward dollars were used on a new order, and we couldn't remove the $ [redacted] reward dollars from their Overstock account, the customer would either need to be charged in the amount of $ [redacted] for the new order, or we would need to deduct the $ [redacted] from the customer's refund for the furniture that was returnedTherefore, to avoid having to charge the customer for the same amount of reward dollars used on a new order, the system automatically deducts from the customer's refund amount.After reviewing the customer's additional concern, that they should receive some compensation for the time and inconvenience caused by the damaged furniture, we have issued the customer $ [redacted] in Club O Reward dollarsThe reward dollars are available immediately and can be used on a future order with usWe know that this will not make up for the troubles the customer has experienced, but we hope that they will use it, and give us another chance to restore their faith in our services Sincerely, Overstock

To whom it may concern, The customer placed their order on 07/16/for the Versace 'L'homme' Men's 3.4-oz Eau De Toilette SprayOn 07/24/2015, the customer contacted us to advise that they hadn't received their order, and would like a refund to be issued.On 07/26/2015, we chatted with the customer and explained that a trace would need to be initiated; which could take 1-business days to completeThe customer was unhappy with the time frame for the trace to be completed and advised that they wouldn't wait for the trace to be completedThe customer mentioned contacting their credit card company and disputing the charges.On 07/26/2015, the customer contacted Google Trusted Stores, as their order was protected by GoogleThis means that Google will assist in mediating on the customer's behalfOn 07/26/2015, an exception was made and the custome was refunded before the trace was completedThe Executive Relations Department refunded the customer $to their Mastercard credit card accountThe customer should allow 2-business days for the credit to post; however, if they don't see the credit, they will need to contact their financial institution to verify their credit posting time frames.On 07/29/2015, the USPS tracking # [redacted] updated, showing that the customer's order was deliveredThe customer should keep the refund and the merchandise for the delay of their order being delivered to them.Sincerely, Overstock

Complaint: [redacted] I am rejecting this response because: The issue will be resolved when I get a table that I paid for that is not brokenIt takes days at a time to get a response from someone which overall as I stated before is not good customer serviceI do appreciate the discount I was given and I do appreciate the effort to get this resolved, but as of now it's not Sincerely, [redacted]

To whom it may concern, 7/11/– The customer contacted Overstock stating that the inner door to their Della Beverage Wine Cooler Mini Refrigerator, Digital LED, Black arrived shatteredThe customer stated that they had already contacted our Marketplace Seller for assistanceThe customer had received the seller’s voicemail during business hours and the customer stated that the seller had not returned their phone callPer Overstock’s policy with our Marketplace Sellers, the customer and the seller are to work togetherThe seller and Overstock have 1-business days to respondTherefore, Overstock was allowing the seller to respond to the customer within that said 1-business day timeframeA few hours had passed and the customer contacted Overstock once again to express their frustration regarding the seller being unresponsiveAt the time of the second phone call, the seller was closed for the day ( 5:PM PST )Overstock assured the customer that they would receive follow up within a business dayOverstock was willing to intervene at this time considering the customer’s frustrationOverstock asked the customer to provide photos to jumpstart the issueOverstock would be providing the photos to the seller once receivedWe received the photos from the customer shortly after the phone callThe customer was assured that Overstock would follow up by the end of the business day on 7/12/The specialist that took the 2nd phone call from the customer, again spoke to the customer shortly after they received the photosThe customer was frustrated that the matter could not be resolved in one phone callOverstock has explained to the customer the process when these specific instances would ariseThe customer advised Overstock that they would be closing their Overstock Store Card account and will no longer be shopping with Overstock7/12/– The morning of July 12th, 2017, the seller contacted the customer asking for photos of the damageAt this time, we’re unsure if the photos send to Overstock the evening prior, were sent from our specialist to the sellerOverstock shows record of the photos being sent from customer to seller shortly after their first contact togetherThe customer contacted Overstock’s corporate headquarters later on this evening expressing their frustration regarding the “ run around “ they’ve receivedOur specialist that spoke to the customer from headquarters advised that they had personally called the seller several times to check on a resolutionCorporate Specialist made a judgment call and advised the customer that they do not have to return the product, and they are to dispose of the merchandise at this time and Overstock was able to refund the customer in this case without the sellerThis is considered an exception and out of practice7/13/– This morning, the seller responded to the customer asking if they would like to proceed with a refund or replacementAt this time the customer’s issue is resolved on Overstock’s end Sincerely, Overstock Tell us why here

To whom this may concern, 12/26/- The customer contacted Overstock stating that they received the wrong tableOur notes show that the customer would like the Aurelle Home Italian Modern Spyder Dining Table picked up right awayThe customer was advised that it would take 1-business days for follow up1/4/– The customer contacted Overstock as the customer had not been followed up with within the timeframe promisedCustomer 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 customer1/8/– Customer service asked the customer to send in photos of what they received1/9/– Overstock received photos of the itemThe customer also advised that if the table is not scheduled for pickup by the end of the day on 1/– the customer will be put the table on the curbThe customer did also mention that it will most likely rain on this evening1/10/– The customer was contacted and was advised that Overstock is actively working on getting the table picked upThe customer was also notified that the customer would be liable for any damages don’t to the table while it is in their possessionThe customer replied and advised that they are a lawyerThe customer is now demanding a full refund and advising that they could keep the item as wellAt the end of the email the customer sent into Overstock, they said that because of Overstock’s threat, the customer is now keeping the tableOverstock.com did not threaten this customerOverstock advised that the customer is liable for the item while it is in their possessionThe customer then asked for this issue to be escalated to a supervisor1/11/– Customer service has apologized to this customerCustomer 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 warehouseThe customer was also provided with the return information for the pickup1/13/– The customer asked not to be contacted any further as they have filed a complaint with the Federal Trade CommissionOverstock did not contact the customer back, nor was the customer’s refund processed as the item was not returnedIn 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 canceledPer YRC this was cancelled as they were unable to schedule an appointment with the customerThe calls were made on 1/19, 1/21, 1/22, 1/1/1/ Sincerely, Overstock Tell us why here