Overstock.com

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

To whom it may concern, According to our records, there was conflicting information provided to our Loss Prevention Department. We were first informed that the customer had moved to her daughter's home and the billing address would be updated with the credit card company. Later we were informed that the order was a gift intended for her daughter and that the customer hadn't moved. Based upon the conflicting information provided to us by the customer and the review that was completed for the order, and there wasn't any previous history of this type of activity on the customer's Overstock account, it was considered to be suspicious. Therefore, when there is any suspicious activity, our Loss Prevention Department will act according to our policy and procedure, and may request that documentatin be provided, set limitations to the customer's ordering ability, or cancel their orders.According to our records, the customer's billing address was updated, and on 11/03/2015, the customer placed an order and had it shipped to the current billing address listed on file. On 11/03/2015, after the customer's order had been placed to ship to their billing address, the customer was informed that we can ship her future orders to different addresses but that they are subject to cancellation if they are too suspicious or if there were too many return issues. However, because the customer had already placed an order to be shipped to the billing address prior to being notified that we would ship to alternate addresses, their order was shipped to their billing address as was shown on the order.Because the customer was advised that they can ship to alternate addresses, we have closed this issue; however, if the customer doesn't agree with the resolution that has been provided, they will need to contact our Loss Prevention Department at [redacted], and request that the matter be reviewed.Sincerely, Overstock

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   Customer contacted Overstock and stated the perfume dissolves after a minute.   A return was set up as a manufacture defect.  Customer was advised to dispose of the item.   Agent sent an email stating the customer had been refunded.  The return...

was not completed correctly at the time.   This has been corrected and the customer refunded $49.94 as of 4/23/2018.  Credit will post based on their financial institutes posting time frame.   Sincerely   Overstock

To Whom This May Concern,  Our customer has been issued a refund of the return shipping for the defective item in the amount of $120.00 on September 21, 2016. He has been contacted by phone and provided an email with this information for his record. Thank you,   Overstock.com

To whom this may concern,   Order number [redacted] – As of 10/5/2016, the customer has been refunded in the full amount. $11.88 was issued back to the customer’s payment method which was the Overstock Store card. And the amount withheld from the refund was $11.30 which was also issued back to the customer’s payment method. This equals out to be the customer’s quoted amount $23.18. Overstock is not able to send a check to the customer.   Sincerely,   Overstock Tell us why here...

To whom it may concern, Overstock did offer the customer options to resolve their concern. The customer notified Overstock that they weren't happy with the options, but would accept the $449.13 credit, back to their credit card account. The credit was issued as agreed upon. We understand that the options provided aren't satisfactory to the customer; however, these are the only options available for this situation. If the customer isn't happy with the discount issued on the order, they still have the option to return the merchandise for a full refund. We are currently reseaching the listing of the item shown on our website and this will be addressed accordingly.Sincerely, Overstock

Complaint: [redacted]
I am rejecting this response because:  They are sending out a whole table set with chairs because the table is not available on its own.  I was told to donate the extra chairs.  I would not keep them anyway since they would not fit around the table.  I want money off of my purchase.
Sincerely,
[redacted]

To whom it may concern, Overstock offers a large quantity of product; despite our best efforts some items may be incorrectly priced. Upon discovery of any error we will update our product details prices and any information that may be listed incorrectly. We will normally verify prices, availability...

and confirm there are no errors on the product page as part of our dispatch procedures. Per Overstock Terms and Conditions, “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. Below I have added a direct link to Overstocks Terms and condition: https://help.overstock.com/app/answers/detail/a_id/63 Upon review of the Sauganash Cowhide Print Lift Top Storage Bench by INSPIRE Q (ITEM# [redacted]), I have found our current price has been corrected, the Sauganash Cowhide Print Lift Top Storage Bench by INSPIRE Q, is available for $209.99. Prices are subject to change. Sincerely, Overstock

To Whom It May Concern, Due to the value of the Apple 15.4-inch MacBook Pro with Touch Bar (Late 2016) (Silver) #MLW82LL/A, our warehouse designated a signature requirement for delivery. UPS has concluded their investigation; documentation has been provided confirming the UPS driver has obtained a signature upon the delivery date, 04/28/17 at 8:22 P.M, at the customers provided address. The shipment was received by [redacted]. The attached document provided by UPS demonstrates these details. Overstock has fulfilled our promise to the customer by completing a delivery to their provided address; a signature was obtained on delivery. It is our belief that the customer should file legal reports with their local authorities if the package is not in his/her possession. Sincerely, Overstock

To Whom It May Concern, According to Overstock record, order number [redacted], has been fulfilled with the Slumber Solutions Choose Your Comfort 14-inch King-size Gel Memory Foam Mattress in the Firm option as selected at the time the customer’s order was placed. Due to the nature of memory foam firmness level is unique, even similar products may produce different firmness results. Overstock has not received record of the product Law Tag from customer’s product. Overstock has no reason to believe the Slumber Solutions Choose Your Comfort 14-inch King-size Gel Memory Foam Mattress is of poor quality or defective without the demonstration of customer’s product. Customer may provide video simply pressing down on the memory foam mattresses with a hand or heavy object, this will help Overstock determine the product performance. Sincerely, Overstock

To whom it may concern   Our customer placed an order on 10/05/2017 09:23 AM for product Women's Anuschka Large Flap-Over Convertible Japanese Garden. The Women's Anuschka Large Flap-Over Convertible Japanese Garden has been removed from our site. Due to a pricing error and will be off site...

until this pricing has been corrected. Our pricing policy is stated on the website for our customers to view. A link has been provided to view the pricing policy. http://bit.ly/1kYpDwI. Pricing Errors, •We correct pricing errors when we discover them. •Incorrect prices sometimes appear on our Site, despite our best efforts. •We normally verify prices as part of our dispatch procedures. •When the correct price of a product is less than our stated price, we charge the lower amount when dispatching the product to you. •When the correct price of a product is higher than our stated price, at our discretion, we will contact you for instructions before dispatching the order, or reject the order and notify you of such rejection. •If a pricing error is reasonably obvious and unmistakable, we are under no obligation to provide the product to you at the incorrect (lower) price, even after we send you an Order Confirmation or Shipping Confirmation.  SincerelyOverstock

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,
Mehmet S[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.  They did finally provide me with a full refund.  However, overstock.com consistently throughout this ordeal, told me time and time again that the refund was processed and it would take a certain number of days for it to post to my account.  Sometimes 3-5 days, other times 5-7 days.  I spoke extensively with the manager of my credit union who explained to me that they (my credit union) post refunds immediately upon receipt. I find it interesting that the day overstock.com responded to Revdex.com (that I would be refunded) is the same exact day the funds were back in my account.  Didn’t even take 1 day.   Makes me wonder if I would have ever received my refund had I not filed this complaint with Revdex.com.  Thank you Revdex.com for providing the service that you do.  I tell everyone how great you are!  I’m still puzzled how you give overstock.com the rating you do, given how poor their customer service is, and given what we customers have to go through.  It was an awful shopping experience.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Let me ask you a question please, what is the purpose of the Revdex.com? Is it to allow companies to continue bullying, mistreating and dismissing consumers? I am so confused. I have twice taken the time to write thorough and thoughtful reasons why I should be compensated for the duress and inconvenience overstock.com caused me and they continue to be completely dismissive . AT what point do you step in and take a side here. I could have had this back and forth conversation to no avail without you guys. My whole point in getting you involved was to A. make public the dismissive attitude and neglectful service of this company and B. hope to at the very least have MY EXPENSES covered. You did neither. What was the point?
Sincerely,
Staci [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 Order: [redacted] Product Details on Overstock website state: A 'compatible' cartridge/toner is not manufactured by the original printer manufacturer, but will function the same as the original (OEM) cartridge. 03/13/2016 - Order was placed. 08/23/2016 – First contact by...

customer: She was concerned about the order.  Although she had placed it several months ago, she opened & replaced the 1st cartridge and received several messages from my printer saying this wasn't genuine Epson ink & could damage the machine. 08/23/2016 – Second contact later the same day The customer contacted us to advise it had gone from bad to worse.  The printer wouldn't print with the overstock cartridge installed....Said it didn't recognize the cartridge.  She tried all three cartridges and received the same error message.  She also advised that when she put the Epson cartridge in that she originally had installed it says it doesn't recognize that either.  She requested a refund (not credit) for the amount of the cartridges purchased from us. She also requested Overstock to replace the printer.   08/23/2016 – Customer states:   I expect: a) A refund for the cartridges purchased from you b) Reimbursement for the Epson cartridge that the printer would no longer recognize c) Reimbursement for the cost of the printer that needed to be purchased due to damage caused by knock off cartridges.   08/24/2016 – Overstock agent offered 10% discount on her next order.   08/24/2016 – Overstock advised customer to dispose of the cartridges and issued a full refund.  An email was sent to confirm the refund and also advise to dispose of the cartridges.   08/24/2016 – Customer emailed in and asked how we were going to handle the fact that the cartridges ruined her printer.  08/24/2016 – Overstock Customer Care agent issues $5.00 in store credit for inconvenience 08/24/2016 – Customer states by email:  The customer would like an actual credit to her payment method for the Epson cartridge she purchased at Staples which was on sale for $14 and the printer she purchased at Target that was on sale for $79.99. 08/27/2016 - The customer requested we credit her method of payment in the amount of $47.00 as she would accept this amount which is half of the original amount $93.99 to settle this issue. 09/13/2016 – Requested amount has been credited to the customer’s method of payment ($47.00).   Sincerely,  Overstock

To whom it may concern, The customer placed their order on 11/29/2015 for the Luca Home Twin Platform Storage Bed. The customer contacted us on 12/17/2015, and discussed their delivery experience, and their concern about the item they received. The customer explained that item they received...

showed that it was made in Spain and that the box showed that the item received was the "Grupo Dupen Alicante 515 Twin Storage Bed". The customer explained that because the listing was incorrect on our website, and if they would have known prior to the purchase, that they would have purchased somewhere else because it was cheaper locally and on other websites. Therefore, the customer requested that we match the price for a website by the name of triomaxgroup.com. The customer also advised that they had already received a 10% off discount on the order. The representative explained that she would need to see if we could assist with the customer's request. The customer was placed on hold while we looked into their request for a price match. After researching the issue, the customer was informed that the website, triomaxgroup.com, didn't show that it was Revdex.com accredited, as required for our price match policy. The customer requested to return the order as they didn't agree with the reply or the policy. The agent did offer to transfer the customer to the Oversized Items Department to proceed with the return. The customer then advised they would file a dispute with their American Express credit card company since they didn't receive the item ordered. The agent apologized and the customer continued by asking that an exception be made due to the circumstances. The customer wanted the agent to discuss this with their supervisor. The customer was placed on another hold, and the agent did discuss the customer's request for an exception, with their supervisor. It was determined that because we couldn't locate the item on the alternate website, that the customer should send a screenshot or pictures of the website that offered the alternate price. An email address was provided to the customer to send the pictures to us. The customer confirmed that they would provide the pictures in the next "1/2" hour. The agent explained she would keep an "eye out" and would follow-up by email and let the customer "know what we could do for her." Once the pictures were received, we emailed the customer and explained that the item doesn't qualify for a price match, but that we could make an exception and issue a $100.00 discount. On 12/19/2015, the customer responded and advised that the agent told them that Overstock would "make an exception and match the price of $700 per bed," if the customer sent Overstock verification of the price showing a photo of the bed and that the bed was manufactured by Dupen in Spain." On 12/21/2015, the customer was notified that we would review the call and follow-up.The customer replied and notified us that the beds also arrived damaged, and that they wanted Overstock to assist with a price match, as well as to issue compensation for the damages. On 12/22/2015, the call was reviewed, and it was found that there weren't any promises made to the customer; other than we would see if we could price match for the customer. Therefore, the customer was provided with the following options1. To accept a refund credit of $449.13 back to their original form of payment to keep the item as-is.2. To receive a free Club O Membership for the full year, that would provide the customer with free shipping on all of their orders, plus 5% back in rewards on all of their purchases to use towards their next purchase. The custmoer was advised we would also pre-load $479.13 Club O Reward dollars to their rewards bank, to keep the item as is.
3. Proceed with a return for a refund.The customer responded that they didn't feel as if any of the options provided were fair. On 12/23/2015, the customer was advised that we could only offer the options as provided.The customer replied that this wasn't the resolution she was looking for; however, would accept the $449.13 refund credit, to their American Express credit card account. The refund was issued on 12/23/2015, in the amount of $449.13, to the customer's American Express credit card account. Typically, it will take 2-5 business days for the credit to be posted; however, if the customer's doesn't see their credit, they may need to contact the issuing financial institution to find out their credit posting time frames.Sincerely, Overstock

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]