Overstock.com

To whom it may concern,   The customer placed an order on 06/04/2016, for the School House White Full-size Sleigh Bed. The bed was delivered on 06/07/2016.   On 06/11/2016, the customer contacted us because they needed all parts and pieces that made up the drawers. The customer also...

noticed that additional parts were damaged. A request was sent to our warehouse to ship out the parts that the customer was missing and to replace the damaged parts.   Consequently, because the customer was asking for so many parts to be replaced, we advised that we could request a full replacement to be shipped out to her. Therefore, we canceled the request for replacement parts to be shipped out, and a replacement order was shipped out on 06/15/2016 and delivered on 06/17/2016.   The customer contacted us and advised that they did receive a replacement bed but that there weren't any drawers included with the replacement bed.   On 06/18/2016, the matter was forwarded to a specialized representative for review, as the customer had received a bed twice without any drawers.   After some back an forth with the warehouse on the parts that were needed, we contacted the customer on 06/27/2016, and explained that the bed they ordered doesn't include the drawers, due to the model purchased. We advised that we were looking into the available options to ship the drawers separately at no cost to the customer.   On 06/28/2016, the customer replied that before addressing the issue with the drawers, they wanted to make sure that we were replacing the damaged parts (headboard and full size slats) only.   On 06/29/2016, we notified the customer via email that the warehouse had located the drawers and slats and that we should have tracking by Friday, 07/01/2016. However, because there wasn't any mention of the headboard in the email sent, the customer did contact us to confirm that the headboard would also be replaced.  On 06/30/2016, we did confirm with the customer that we would be sending the following: Headboard, Full Size Slats, Storage Drawers.  We are currently waiting for the warehouse to provide us with tracking for the replacement parts. Tracking will be provided to the customer once available.  Sincerely,  Overstock

To whom it may concern,  The customer placed an order on 05/23/2016 for three Zodaca Colorful Multi-string Fashion Wrap Multi-layer Leather Free-size Bracelets.  On 06/01/2016, the customer contacted us via email, and reported that the bracelets came apart, one at a time, the day they...

were worn.  On 06/03/2016, the customer was contacted and advised that a refund had been issued in the amount of $17.50, to their MasterCard credit card account, as it wasn't cost effective to return the item. The customer should allow 2-5 business days for the credit to be posted; however, if they don't see the credit, they may need to contact the issuing financial institution to find out their credit posting time frames.  Please convey our apologies to the customer in regards to the bracelets breaking apart after wearing them. We have sent a request for the quality of the product to be reviewed. We thank the customer for bringing this matter to our attention.  Sincerely,  Overstock

To Whom It May Concern, Overstock stands behind the quality of our product with 30-day return window. Order number [redacted], was processed on 09/13/2016, for the Vilas Light Charcoal Queen Mid-century Style Bed. Additional warranty protection is offered at check-out. Overstock cannot be held...

responsible to conditions or usage of product in consumer’s possession. If any notable conditions are prevalent within 30 days of receiving merchandise customers are recommended to bring these conditions to the attention of Overstock. Overstock, will being to work toward a resolution to help prevent break down in the future or an alternative resolution will be provided. Overstock values our customer’s and wish to provide the best possible experience. As an exception to the policy, Overstock has provided an in-store credit refund for the purchase of the Vilas Light Charcoal Queen Mid-century Style Bed, customer should dispose of merchandise. Customer may take advantage of the in-store credit balance of $549.99, when logged in to their existing account. Store credit will automatically apply when checking out through the existing account. 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]

09/20/2017 To Whom It May Concern: On 04/25/2017 the customer purchased the Hometown 5-Piece Seating Set and the Safavieh Adirondack Vintage Distressed Ivory / Silver Rug (10' Round). 08/24/2017 customer contacted Overstock for assistance to return the set because it was showing rust in several places. 08/25/2017 the customer was sent an email that contained the manufacturer warranty information. The email contained information regarding working with the manufacturer: some of the email: We purchase our items in bulk from many different vendors across the country, as soon as we receive it on our end; we offer it to our customers. We have a 30 day guarantee on all items and for when we are past this time; we do refer you to the manufacture to honor the warranties. I do see this is currently covered by a 1 year manufacturer warranty.  To use this warranty, you will need to call Oakland Living at 248-652-1404. They will be able to assist you with repairing/replacing the set. 08/27/2017 notes on the account state the agent is waiting till Monday and if the customer does not reply they will close the incident as the warranty is being utilized. 09/06/2017 the customer has contacted us by email and advised that she has no intention of repair or replacement that she would like a refund only 09/11/2017 the customer has voiced her opinion regarding the Solution Specialists email advising that since this would be a late return the customer would take the chance of receiving a partial refund and the rug had been ruined (because of the rusting out door set sitting upon it)  so the customer had thrown it away. The Solution Specialist said no refund for the rug because no pictures and it had been thrown away. 09/13/-09/16 emails continued between the specialist and the customer without the issue being resolved. 09/16/2017 the customer begins asking for the address for our CEO and or a Supervisor. The request by the customer is not met. The customer has advised that she will accept the 50% refund but is requesting that she does not have to pay the return shipping of $171.58. 09/18/2017 the customer request for CEO information to contact our CEO is once again not met. 09/19/2017 email sent to the customer advising the return shipping fee cannot be waived. 09/19/2017 Customer replies to email and asks that the refund of 50% be given without her returning the set. 09/19/2017 Overstock Specialist called the customer and left a voice mail noted as: Left Message for [redacted] that we need an answer by 5 EST we cannot refund her without returning the set. 09/20/2017 customer is called and voice mail left and email was sent and the incident was closed. 09/26/2017 an agent has contacted this customer and left a voice mail and sent an email advising that they want to help her get this resolved. We will work toward a happy medium between both the customer and Overstock. (PS.  another reply was sent and rejected by the customer. Please note and disregard as this issue is being worked differently then described in the first reply that was sent to you.) Sincerely,   Overstock

Complaint: [redacted]
I am rejecting this response because it is not factual.  Nobody every responded to my text messages. Is it their customer service policy to not reply to a customer's request.  This caused me to have to keep contacting them.  It's ridiculous that they never admitted to refusing to cancel this for me and for requiring me to  cancel it at a number that wasn't working.  No mention was made also of the emails I sent and again, received no reply. This company has not apologized and did a horrible customer service job!  Horrible.  I'll pay this card off and never use this company again!
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Of course, I understand that Overstock did not consider the item as a "gift". In reality, however the item was significantly different than the photo the description in the advertisement. Therefore, the item I thought I was purchasing was not the item I received, both in condition and in appearance. Therefore, what I received is technically NOT the item I ordered and legally such circumstances render the item technically a gift. I would return the item now, just to settle the matter, but I have disposed of it as it reasonably made no sense to return this unresalable item, especially at my expense! it. Overstock never sent me a "free" return label to return this damaged merchandise. In fact both Overstock's policy on returns and Paypal's response to my dispute indicates clearly I would be responsible for all return shipping charges. Overstock's claim that they provided me with a free return was not communicated to me, and all indications by them and by Paypal were that I would be responsible for return shipping charges. It is unfair that I should pay return shipping for an item that was damaged and was misrepresented in there ad, and finally it was simply NOT what I thought I was ordering based on my viewing of their misleading ad and photos. Overstock's insistence that I return a damaged and item THEY misrepresented as well as demand return shipping payable by me is in my view a very unfair and unjust business practice. If I had been provided with a free return shipping label, I would have returned it, but I was not, and I should not be required to pay for return shipping, much less for a damaged and misrepresented item in their ad.   
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]

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 broken. It takes days at a time to get a response from someone which overall as I stated before is not good customer service. I 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, Upon review of the customer’s account I found after thorough investigation, our Loss Prevention department has closed the account due suspicions on going activity. Sincerely, Overstock.

To whom this may concern,   Order number [redacted] 05/31/2016 for a Avellino Light Brown Left-hand Facing Sectional as well as a 5 Yr Accidental Damage Plan – 7/31/2017 – The customer contacts Overstock’s solutions team member via online chat. The customer notified Overstock that the springs...

are coming through the fabric of the sectional. This product originally came with a 90 Day Limited Manufacturer warranty. At this time, the solutions representative escalated this matter to an escalations specialist for assistance on how to utilize the warranty that was purchased along with the product. The customer was advised that they would be contacted within 2 business days with more information. 8/1/2017 – The customer was contacted by an escalations specialist regarding the warranty. They were given the phone number to contact Guardsmen at 800-282-2880, with the customer’s warranty number [redacted]. 8/30/2017 – The customer has now reached out to our chat service. The customer explained to the chat specialist that the warranty will not cover the cushion. At this time, the customer mentioned other issues that are occurring with the sofa. Overstock was made aware that there is a break in the frame of the sofa as well as the pillows to the sofa are ripping. The specialist explained to the customer that they’re escalating the issue and the customer would be contacted by an escalation specialist within 2 business days. In this chat, the customer stated that she would be filing a formal complaint to the Revdex.com. Since the escalation would take up to 2 business days for the customer to get a response to their inquiry, this frustrated the customer. Hence, the customer was provided the toll free phone number to get in touch with the Oversized Items Department. The customer called in on this day and was instructed to send Overstock photos. Overstock advised the customer that once we examine the photos, Overstock will work for a resolution. 8/31/2017 – The customer sent us photos of the sectional. 9/5/2017 – The customer contacted Overstock via online chat requesting an update. At this time Overstock recognized the issue with the sofa. Overstock advised the customer to dispose of the defective item and that Overstock will be issuing a full refund to the customer. The customer has been fully refunded for the Avellino Light Brown Left-hand Facing Sectional as well as the 5 Yr Accidental Damage Plan.   Sincerely,   Overstock Tell us why here...

To Whom It May Concern, Overstock markets the Overstock Store card, financed through Comenity Capital Bank. For Billing and, or payment information the customer must speak directly with a Comenity Capital bank Representative at 855-810-2546. Representatives are available Monday-Saturday, 8:00 AM –...

9:00 PM EST, closed Sundays and major holidays. Sincerely, Overstock

Complaint: [redacted]
I am rejecting this response because:I received an email stating that I would be refunded $16.99. However, the order was for $19.94. This means that $19.94 was deducted from my account for this purchase. I expect a full refund of $19.94. Thank you
Sincerely,
[redacted]

To whom it may concern, The customer was contacted by our Customer Service Department on 02/03/2016 and explained that the Club O Membership renewal attempt failed. When a membership cannot be renewed, this means that it has expired, and reward dollars cannot be used, as shown in our Club O Terms...

and Conditions. We explained that they currently had $[redacted] in Club O Reward dollars available to be used on a future order with us; however, that once the membership expired, the reward dollars would be non-redeemable, if not renewed within 90 days. We offered the customer the option to contact us and renew their membership for $[redacted] so that they could continue to receive the benefits associated with the membership.The customer contacted us and explained that they enrolled into the membership as it was offered for free to students. The customer wanted to know if we could send a check for the remaining rewards as they didn't plan to pay to renew their membership.On 02/04/2016, we replied to the customer and explained that we couldn't convert the reward dollars to cash. The customer was advised that they had 88 more days to find something to purchase and apply the reward dollars to their order. On 02/26/2016, Overstock received notification from ID.me, that the customer was still eligible for the free student Club O membership. Therefore, the customer's membership was renewed for free. The customer has used the $[redacted] on order number [redacted]. [redacted] Please note: The Club O Terms and Conditions, that the customer agreed to when applying for the free student membership, state that "All Club O Rewards (Whether Earned Under the Program or the Credit Card Reward Program) are only accessible and redeemable with an active membership. We have included a link to the Club O Terms and Conditions below. Therefore, when the customer's membership expires, they will need to renew the membership by verifying their student status with ID.me, or by paying the renewal fees. The customer will need to verify their student status yearly to confirm that they are still eligible for the free membership.[redacted]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.
if this is true accept. .its a shame I had to go through so much trouble
Sincerely,
[redacted]

To Whom It May Concern, Our customer purchased the original Brother SE400 Computerized Sewing and Embroidery Machine Factory Refurbished, on 11/24/2015, order number [redacted]. Overstock offers a 30 day return window. The Original Brother SE400 Computerized Sewing and Embroidery Machine Factory...

Refurbished includes a 25 year Limited Distributor warranty, customer purchased additional 2 Year Platinum Protection Plan at time of purchase. 1/20/2016, Customer contacted Overstock informing the CD they received was blank and the embroider Foot is missing. Unable to connect customer with manufacture, Overstock initiated a complete replacement under order number [redacted]. Replacement Brother SE400 Computerized Sewing and Embroidery Machine Factory Refurbished, delivered to customer on 01/25/2016. 12/20/2016, Customer contacted Overstock for warranty information. 1/05/2017, Customer advised the machine is broken. Overstock customer care representative advised customer to contact 2 Year Platinum Protection Plan. 2/03/2017, Customer contacted Overstock advising merchandise is defective. Claims # [redacted], is currently open with Overstock 2 Year Platinum Protection Plan. Platinum Protection Plan, has opened a claim with the manufacture of the Brother SE400 Computerized Sewing and Embroidery Machine Factory Refurbished. Customer’s product is currently in the repair process with Brother. Platinum Protection Plan, expects to receive merchandise within 1-2 weeks, and will contact customer. Sincerely, Overstock

To Whom it may concern,We have one chat recorded on 9/12 at 1:15 pm with one phone call 9/12 at 1:28 PM. The phone call at 1:26 PM, was when the agent created the cancelation request.  The agent sent an email stating a free label would be sent to her to send back the product should it not get canceled. On 9/13 5:58 AM, an agent sent an email saying the order had been shipped and we could offer our label at a discounted price. Agent advised the return can be set up when the product arrives and to contact us when ready to send back the item. The customer was upset at this explanation and advised she’s ready to go to the Revdex.com with the emails and screen prints regarding the case at 7:02 AM.   The agent replied at 7:11 AM stating she had only been notified the order was shipped, not canceled. The customer wrote back at 7:47 AM stating she spoke with four cs reps the previous day, and asked for the label.At 4:57 PM, the agent set up the return and emailed the return label. We had previously advised the label would be sent upon delivery and requested to hear back from our customer when it arrived.  Although tracking shows the item shipped on 9/9 and delivered on 9/12, we didn’t have the shipping info until 9/12.  We set up the cancel request thinking the order had not yet been shipped.   When we look back at the contacts the customer had with us, we show the one chat, one call and emails documented in this response. No info has been omitted purposely. We made an exception to the customer to pay for the returning orders shipping.  Sincerely, Overstock

To whom this may concern,   The customer placed an order for the ComforPedic from Beautyrest 12-inch King-size Memory Foam Mattress Set. The customer’s initial contact to Overstock regarding this mattress set was on 7/31/2016. The customer emailed Overstock customer care stating that she had...

received her mattress for about 2 weeks ago and the mattress is not has only expanded to measure 10 inches on the ends and about 11 inches in the center. The customer advised us that the mattress is too flat for her and asked us to exchange it for one that is 14 inches. The customer advised in closing that she will not be paying for return shipping costs on this return. 8/1/2016 – The customer called Overstock to report the issues she’s experiencing with the mattress. The customer was advised that she will be contacted by a specialized representative to assist her within 2 business days. 8/2/2016 – The customer emailed us asking for an update. Since we were within our follow up timeframe, no one replied to the customer at this time. 8/3/2016 – The customer emailed us early in the morning and advised that she still has not been followed up with regarding this issue. Later in the evening she emailed us once more warning that if we did not follow up with her within 24 hours, she will file a complaint with the Revdex.com. No one from Overstock got back with the customer on this day. 8/5/2016 – The customer was emailed by customer service apologizing for the additional time this has been taking to get her issue resolved. The customer was assured she would be contacted by a specialized representative for assistance. 8/9/2016 – The customer was called by customer service. We asked the customer to send us photos showing that the mattress is shorter than described on our website. The customer sent us photos the same day that we asked for them, 8/9/2016. We needed photos of the of the mattress showing it is shorter with a measuring tape as well as the tags to the mattress. The customer asked for item number [redacted] which is a 14 inch mattress. The photos sent by the customer were originally too blurry. We asked the customer to send clearer photos on 8/10/2016. 8/10/2016 – The customer sent 3 more photos. 8/11/2016 – We got back with the customer and advised that we are forwarding the photos she sent us to our warehouse. We did email the photos the customer sent to the warehouse to inspect. The warehouse advised us on this same day that we can issue the customer a replacement. 8/12/2016 – We advised our warehouse that the customer prefers to donate or dispose of the item because she would like to order a new mattress. The customer has been communicated with and has been advised that she may donate the mattress. There is still an open case on this customer’s incident. We are still currently working with the customer to resolve.   Sincerely, Overstock

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 09/29/2015.
The order number for the furniture purchased is [redacted]. The furniture is considered an oversized item and had to be shipped with a freight carrier. Items shipped with a freight carrier can take 1-10 business days to ship and 1-4 weeks to deliver from the shipping date. The customer contacted Overstock and reported damage to some of the furniture. The customer had accepted pieces of the furniture and refused the damaged pieces. Therefore, the warehouse shipped out replacement furniture. According 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 warehouse. Consequently, the customer refused the delivery of the damaged furniture, and requested that the furniture previously received, be picked up, and returned. Once 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 damaged. The customer earned $[redacted] reward dollars on the order for the furniture. The 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 account. If 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 order. Because 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 returned. Therefore, 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 dollars. The reward dollars are available immediately and can be used on a future order with us. We 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 account is listed in [redacted]' name.  The customer placed an order on 07/02/2016 for the Geoffrey Beene Men's Brown Sharkskin Coat. The order number is [redacted]. On 07/05/2016, the customer's order was shipped out. On 07/06/2016, a 3rd party...

who identified themselves as [redacted], contacted us and requested that cancel the order. We advised that the customer would need to contact us by calling our toll free number so that we could assist further with this matter as they weren't authorized on the account. On 07/06/2016, the customer logged into their Overstock account and initiated the return of the coat, even though they hadn't received the item. The order was delivered on 07/07/2016.  As this order didn't arrive damaged or defective, the customer is responsible for the return fees. If the customer doesn't agree with the return fees, they can contact us at ###-###-####, and we will further discuss the matter with them.  In regards to order that the customer didn't receive: Overstock received an order for a Strapless Silicone Adhesive Black Push-Up Bra. The order was placed on 06/26/2016. The order number is[redacted] According to our records, the order was shipped out on 06/30/2016, via USPS tracking number [redacted].  
 The USPS tracking scans update on 06/27/2016 to show that the order is in transit to the customer. However, the USPS tracking scans don't update after the first tracking scan updates.  A 3rd party contacts us on 07/19/2016, wanting to know where their "wife's item" was. We did proceed in initiating a trace with the carrier and explained that the trace would take 1-4 business days to be completed. The 3rd Party wasn't happy with the process and requested that someone from management contact them, and they provided their phone number.  On 07/20/2016, the customer contacted us and reported that they didn't receive their order. Consequently, a replacement was shipped out on 07/20/2016. If the customer doesn't receive their replacement order by 07/29/2016, we would ask that they give us a call at ###-###-####, so that we may further assist them.  [redacted]Please note: Per policy, and for security reasons, we cannot discuss the customer's account with a 3rd party that isn't listed on the account. The customer can contact us to add an authorized user to their account so that we can discuss the details of orders listed on their account. In addition, only the customer can request to cancel an order or to make changes to the account.  Sincerely,  Overstock