Overstock.com

To whom it may concern, The customer placed an order on 10/05/2015 for an oversized item. As the item was oversized, it was shipped out with a freight carrier, and was delivered on 10/22/2015. On 10/22/2015, the customer contacted us and advised that the order was damaged. Therefore, we requested...

that the customer provide pictures of the damages, and explained that the Oversized Items Department would follow-up in 1-2 business days to assist with the issue. The customer provided us with pictures the same day that we requested them.On 10/23/2015, the customer contacted us, and spoke to the Oversized Items Department. A return was initiated and we contacted the warehouse to process the pick-up. When the carrier is notified that a pick-up is needed, it can take 1-5 business days to process the pick-up, as the pick-up has to be processed with a freight carrier. On 10/28/2015, the customer contacted us for an update on their return. The customer explained that the item was taking up too much room and he needed the item picked up quickly and a refund issued as soon as possible. Therefore, we contacted the warehouse for an update on the status of the return being processed. The warehouse replied that they were working with a freight carrier to have the item picked up and returned. On 10/30/2015, we asked the warehouse for an update on the status of the return with the freight carrier. The warehouse was advised that they would need to provide pick-up information by the end of the day on 10/30/2015. Because we didn't receive any pick-up information from the warehouse, we did advise the customer to donate or dispose of the item. The customer was issued a full refund on 11/03/2015, in the amount of $[redacted], back to the payment method that was used. The customer was also issued a $[redacted] in-store credit, for any inconvenience caused, to be used on their Overstock account. This credit is available immediately will appear during the checkout process the next time an order is placed using their Overstock account.As the customer has been issued a full refund and has been issued compensation, the matter has been closed on our end. If the customer feels that they need any additional assistance with this or any other matter, we would ask that they give us a call at ###-###-####.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...

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]

Complaint: [redacted]
I am rejecting this response because:1. When I bought the sewing machine it was promised to me by the person who actually took the order, that this time the machine is brand new. That was a lie. Unfortunately due to my trust, I failed to check the bottom of the machine when it arrived and didn't see that it was refurbished.Only after I talked to Brother I learned that overstock.com sells only refurbished machines. The add at the time of purchase did NOT disclose it. It was after I had to return the machine, and was willing to receive the "new machine" that I was cheated.Then, two years later, when still unaware of their trick, I purchased again 5 or may be more sewing machines, because they were all defected and had to be returned, that Overstock.com customer service rep reveled to me that they had many of those machines returned because of same complaints.It was the small machines. Then, I ordered again, still unaware of the trick, before I talked to Brother company, a NEW machine, and had to return it again. It was a more upgraded model. Little did I know that one wasn't new either, though was sold as new. It is one big scam. I want my money refunded in full. 
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 09/29/2015.
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,   With returns on International orders, Overstock does not refund the return shipping cost and duties associated with Buyer’s remorse return reasons. When clothing does not fit, Overstock requires the customer to cover the return shipping.   A link to the...

International return process can be found here : https://help.overstock.com/#!/answer/5755 .   Sincerely,   Overstock.com

To Whom It May Concern:   I have researched this complaint and found the order was placed on 12/11/2016. Our website has the option to put your shipping zip code in and it will give you an estimated day for delivery immediately.   This particular warehouse ships their orders within 1-5...

business days.  The time frame for the package to be in transit is estimated for 2-5 business days.   The delivery date (estimated) that is showing for this customers order is 12/23/2016. If this order is not delivered tomorrow as it is showing in our system it will fall into a “Holiday Gift Order Update” area.   The customer will be contacted by phone or email and be given an instore credit, or a certain percentage of the amount paid for the order, or a full refund for the order that did not arrive as planned.   I will monitor this issue to ensure it does get looked at tomorrow at the latest to take care of the customer’s issue.   Sincerely,   Overstock

To whom it may concern, The customer placed an order through Walmart for the BDK Universal Fit 11-piece Premium Fresh Mesh Car Seat Covers - Black/ Grey on 06/09/2015. Overstock is a Market Partner to Walmart; therefore, once the customer's order was placed, it was sent to Overstock for...

fulfillment of the order. According to the listing on Walmart's website, we don't show that the seat covers are described as having "holes for the seatbelts". The pictures on Walmart's website also do not show that there are holes for the back seat covers.On 06/17/2015, the customer's order was delivered. The customer contacted Overstock on 06/23/2015 for assistance with the return of the seat covers. We reviewed the return procedure and the return fees with the customer. The customer agreed to the return fees. As the customer agreed to the $10.66 return fees, the return was processed.On 06/30/2015, the customer was contacted via email, due to their concern with the return fees that were charged. It was explained to the customer that if the item isn't damaged, or defective, they are responsible for the return fees. The customer was advised the return fees were charged because the item wasn't damaged or defective. However, we have made an exception, and issued a refund to Walmart, as this is how the customer placed their order. Walmart will now issue the refund to the customer within the next 7-10 business days to their original payment method. If the customer doesn't see the credit, they should check with their financial institution to verify their posting time frames.If there are any questions, the customer should contact us at [redacted], for further assistance.Sincerely, Overstock

Complaint: [redacted]
I am rejecting this response because:After speaking with an Overstock representative on 9/8/2016, I emailed photos of the product to Overstock.com as requested on 9/8/2016 at 5:34pm. I have since been waiting for a response from Overstock.As of 9/12/16, I have confirmed with a customer service representative that I did email the correct address as directed, but resubmitted the photos to the chat representative.
Sincerely,
[redacted]

To whom it may concern, The Hudson Bay Spas Sterling White Shell Stainless Steel 6 Person 29 Jet Spa with Stainless Jets was shipped with Threshold Shipping. One delivery man was scheduled to deliver to the nearest entrance to the location and was not prepared to deliver the merchandise...

into the back yard. This caused the shipment to be refused.Upon working with the customer we were able to come to a resolution based off of the information given to the customer at checkout, we would be able to cover the return shipping on this purchase.After first being in contact with the customer on 3/15 we were able to issue the refund on 3/21 for this shipment not being delivered.  Sincerely, Overstock.

Revdex.com:I do believe that Overstock should have reimbursed me for the entire cost incurred to replace the printer.  Also, I don't believe I should have needed to contact the Revdex.com to get this resolved.
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, Upon review of customers account, Overstock Loss Prevention was unable to accept the original order number [redacted]. When an order is canceled funds are not collected. If an Overstock gift card is used when an order is placed, funds will remain on customers account as...

in-store credit. Customer has contacted Overstock and has provided the requested information to our specialized representatives in the Loss Prevention department. A new order number [redacted], has been processed on 03/05/2017.   Sincerely, Overstock

To whom this may concern,   Any time an item is returned, the Club O Rewards that were earned on the purchase are debited from your Rewards account. The reason that (AMOUNT) 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 refund.   In our policy it states:       CLUB O REWARDS   Club O Rewards accrued under the Program are credits earned on every eligible purchase and are deposited into your Rewards Bank after the item you purchased has shipped. Club O Rewards accrued under the Credit Card Reward Program will be transferred and deposited into your Rewards Bank on a monthly basis. Club O Rewards may be used to make eligible purchases through Overstock™. You may check your Club O Rewards balance at any time by clicking on the Rewards Tab in My Account (please note that Club O Rewards accrued under the Credit Card Reward Program will not be visible or redeemable until they are transferred and deposited into your Rewards Bank on a monthly basis).   If you return an item, the Club O Rewards earned pursuant to the Program for that purchase will be deducted from your Rewards Bank. If you lack 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.   ALL CLUB O REWARDS (WHETHER EARNED UNDER THE PROGRAM OR THE CREDIT CARD REWARD PROGRAM) ARE ONLY ACCESSIBLE AND REDEEMABLE WITH AN ACTIVE MEMBERSHIP. Here is a link to the policy:   https://help.overstock.com/app/answers/detail/a_id/50   Sincerely, Overstock   Tell us why here...

To Whom it may Concern,   On 04/25/2017 the Hometown 5-Piece Seating Set was purchased. We received notification that the set had begun to rust on 08/23/2017. Since this product is now outside of our 30 day return time-frame, we explained that the customer must contact the manufacturer to make...

use of the warranty at (248-652-1404). We had then contacted the manufacturer regarding this issue and they explained that since the set is iron, it will rust when exposed to moisture and this is not a defect. A return was offered however Overstock is asking that the customer covers the return shipping cost since the manufacturer is claiming the product is not defective. Overstock is willing to accept a return however the return shipping cost has not been verified by the customer.   Sincerely, Overstock.com

To whom this may concern, This order did ship out late. This is something that we have brought up to the responsible warehouse. The customer may call and speak to a solutions specialist regarding compensation. The phone number to reach us is 800-843-2446. Sincerely,   Overstock Tell us why here...

To whom it may concern,  The customer purchased the Journee Home 'Cartegena' 7-piece Comforter Set on  11/28/2015.  On 12/08/2015, the customer contacted us, via our Chat Customer Service. The chat was saved on the customer's Overstock account. When the customer contaced us, they were...

not happy, and wanted to return their item. When we asked why they wanted to return their order, the customer explained: "It is not the colour that I was expecting so doesn't go with my pink room." Because the order was processed through an international company named Bongo, we would need to notify them of the return, and request a commercial invoice. The customer was advised to allow 1-2 business days for follow-up.  On 12/09/2015, we sent a commercial invoice to the customer, and provided the return instructions. The customer replied and wanted to know if they would be charged for the return and if the taxes and duties would be refunded to them. Consequently, we explained that because this was a buyer's remorse return, they would only receive a refund for the item. On 12/10/2015, the customer replied that this wasn't a buyer's remorse return, as the item was not as pictured on our website. The customer didn't agree that they were responsible for the return shipping fees or that they should lose the taxes and duties paid when they purchased this item.  Therefore, we did explain that this is considered a buyer's remorse return; which was based upon the conversation the customer had with the chat representative, where they said they wanted to return the item because it wasn't the color that they were expecting and doesn't go with their pink room. Typically, when an item is returned for buyer's remorse reasons, Bongo will only refund for the item, and the customer is responsible for the return shipping and will not be reimbursed for taxes and duties. However, an exception was made, and we have requested a return label and a new commercial invoice. This means that Overstock will cover the return fees, and the customer will receive a full refund for the item, in the amount of $250.73 CAD. Once we have received the return label and commercial invoice, they will be sent to the customer, so that they can proceed in returning their order. The order will need to be received back to the warehouse before a refund can be issued. The warehouse will process the refund within 3-5 business days from when the item has arrived back. If the customer has any additonal questions or concerns about their order, we would ask that they email [redacted]@overstock.com or call us at ###-###-####, so that we may further assist them. Sincerely,  Overstock

To whom it may concern; On 9/29/2017-This customer placed order 10/11 customer called to get a update on the tracking of the Thornwood Hills Rock Beaten Gray Storage Bed. 10/18/2017- Customer refused bed due to damage. 10/19/2017- Email was sent to customer asking if he had received his Bed...

shipment. 10/21/2017-Customer contacted us to let us know that the bed was damaged and he wants a replacement.  10/23/2017-Sent email to customer letting him know we released replacement. 11/16/2017- Customer called about the Thornwood Hills Rock Beaten Gray Storage Bed - she requested hardware items 2,3,4,5,and 6. She received wrong parts. 11/22/2017- WE were able to ship out a replacement parts and has provided tracking. Customer should dispose of excess parts 11/30/2017- Customer called in and didn’t receive the correct parts and dealing with this for over 2 months. 12/05/2017- Customer called wanting to know the shipping status on her parts request. 12/07/2017- Agent sent email to customer and said since the missing parts needed are hardware. Would customer be interested in a credit to customer’s form of payment to purchase these parts locally? Agent offered $50.00 to customers Overstock Store Card to cover the cost. 12/08/2017- Customer called in and a exception was made for all the inconvenience he has gone through and a partial refund of $200.00 was credited to his form or payment he will purchase the hardware from a local store.   Sincerely, Overstock

To whom it may concern, The customer placed their order on 07/19/2015 and received it on 07/27/2015.On 07/27/2015, the customer contacted us and advised that they ordered pillows and received pillowcases only. A customer service representative discussed with the customer the listing for this item....

During the chat conversation, it was agreed upon that the description of the item was listed as including "One (1) pillow cover".In reviewing the information listed for the pillows, we found that the title for the item is listed as a pillow, and the description of the item is listed as a pillowcase. The information listed on our website for this item is conflcting information and we have requested that the information be updated so that the title and the description of the item matches. As shown in our Terms and Conditions, "We reserve the right to correct any errors, inaccuracies or omissions on a product page. We reserve the right to rescind our acceptance and cancel your order without penalty in the event there is an obvious and unmistakable error on the product page, in our reasonable discretion. If you have already received your order, we will do our best to resolve your concern."As this was our error, we offered to assist the customer with a free return; however, the customer responded that they didn't want to do business with us, and so the return hasn't been processed.If the customer would like to return the pillowcases received, they can contact us at [redacted], and we will assist them with a free return and a full refund.Sincerely, Overstock

Complaint: [redacted]
I am rejecting this response because: They sent a summary of everything that has been going on and not addressing the actual issue at all. The issue is their crappy product that they need to replace. 
Sincerely,
[redacted]

To Whom it may Concern,Our records indicate a signed Bill of Lading, indicating delivery of (2) Cartons. (1) Sofa and (1) Loveseat on 05/23/2017. Any other Order issues have been previously addressed.We believe this issue to be closed. Sincerely, Overstock Customer Care.