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

Complaint: [redacted]
I am rejecting this response because:1) If your policy indicates that the customer is supposed to return on their own for jewelry items, your system should not be prompting confusing messages to the consumer.  The burden should not be on the consumer.  2) There was some problem with the sizing.  The size 4 as specified did not account for the combined  effect when wearing as a pair.  The ring fits me when worn separately but not as a set.  I paid $15.50 for shipping and insurance (not$86), please refund this amount to my original form of payment (see attached receipt).  I don't want store credit.3)  I have already returned the package as instructed by overstock.com but there was no one to sign for it when the post office attempted delivery on 9/15/16.  It's being held at the salt lake city 84122  post office for pick up.  It'll be returned to me after 5 days. What a mess.  Is the ring coming back to me or what?  4) I am not happy about the entire process, I don't want to be a club O member anymore.  Please cancel my membership and issue refund as well.  I'll refrain from doing business with overstock in the future.
Sincerely,
[redacted]

To Whom It May Concern, The Customer purchased the GBX Teem Mens Brown Leather Boots Strap Boots Shoes, Sold & Shipped by the Overstock Marketplace Seller: Ruze Shoes. Ruze Shoes is an independent retailer and require customer to contact them directly for concerns pertaining to the Product...

sold and fulfilled. A review of the customer’s account reports the damaged merchandise was reported, on 6/28/2017. A full refund has been released on 7/07/2017, to the customer’s original form of payment. Customer may discuss Established posting time frames with their financial institution. Sincerely, Overstock

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 this may concern, After receiving the Monte Carlo Monte Carlo Piper 54-inch Ceiling Fan ( item number [redacted] ), we do also show that there is a sub sku for the Light Kits ( ONLY ) that did price at $178.00. This wouldn’t be the same product. The customer states in their complaint...

that they needed the entire fan. Overstock wasn’t selling the Monte Carlo Monte Carlo Piper 54-inch Ceiling Fan for $178.49. Below is a link to Overstock’s Terms and Conditions. Under the Prices, Availability, and Errors there is a clause that advises that prices are subject to change without notice. According to the customer’s complaint, this sounds like the customer was referring the light kit. Without an account to brief any notes as to what customer service noted on Overstock’s end, it is hard to explain why customer service chose to go in the direction that they did. Overstock is standing behind the policy we have in place.   https://help.overstock.com/#!/answer/63   Sincerely, Overstock.com Tell us why here...

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

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]

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.

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

To Whom It May Concern, I would like to express condolences on the behalf of Overstock for this situation. I recognize the customer previously purchased a $75 gift card from Raise.com. This Gift card has been linked to an account associated with fraudulent activity; Overstock has not received...

payment of $75.00 for order of which the gift card was applied. Understanding, the customer is not at fault for the suspicious behavior; our Specialized Representatives in the Loss Prevention department would like to rectify this matter both with the customer and Raise.com. Before continuing Overstock does ask the customer to provide payment of $75.00. Overstock would like to provide proper recourse, the customer is recommended to contact Overstocks Loss Prevention department for additional assistance with such claim. Sincerely, Overstock

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 It May Concern,Overstock strives to provide the best online shopping experience to our customers. Damaged items claim are not handled lightly; we want our customer to receive best possible outcome. Overstock has provided a partial refund to our customer serving as a courtesy for experience,...

to keep the merchandise as is. An additional Club O reward has been added to the customer’s account for a future purchase.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 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 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 it may concern, 9/2/2015 – Customer contacted us via online chat and advisedthat part C was dented. We requested the part to be replaced with ourwarehouse. Customer would be hearing back from us within 1-2 business days. 9/4/2015 – our warehouse got back with us and stated thatthe parts...

request for part C is in process and to allow them 3 full businessdays for tracking on it. Our parts requests take 2-5 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 2 business days. 9/8/2015 – we were provided with tracking information forpart C and provided it to the customer. The part was set to arrive on9/10/2015. The customer was advised to dispose of any unneeded materials. 9/10/2015 – On this day, the customer contacted us and saidthat the part arrived but it was the incorrect part. We issued another partsrequest for part C. 9/14/2015 – The warehouse replied and advised that theywould have tracking within 3 full business days. 9/15/2015 – 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 information. 9/16/2015 – The warehouse replied and advised us thattracking information would be available by the end of this day for the new partto be shipped. The part ended up shipping out of ithe warehouse on this day.9/17/2015 – we provided the tracking information to the customer.UPS: [redacted]9/21/2015 – customer was sent the correct part but it wasdamaged in the same area as the first item. The box was in perfect conditionbut this was concealed damage or the warehouse is  shipping out damaged items. We emailed the warehouseletting them know about all of the instances this customer has been through. Werequested another new piece be shipped to the customer and expedited. 9/22/2015 – we were advised that the warehouse is out ofstock on the product and wouldn’t be able to replace the pieces needed. Wecalled the customer to advise him of this. We offered a full refund or we couldship a full replacement to the customer. He was given a $[redacted] inconveniencecredit back to his credit card due to this. The customer escalated to asupervisor. At this time, the customer wanted to return another piece of hisorder which was the rug he mentioned in his complaint. He bought the rug anddesk to go together but because the desk did not work out for him, he wants tonow return the rug. We issued a call tag for all pieces to be returned.Tracking numbers: [redacted],and [redacted]. We did offer a different desk to the customer that wouldhave to be priced at $320.00 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 products. The customer advised that he would be disputing this charge withhis bank. We still continued to work with him with the return. Per the trackinginformation on all the call tags, they were delivered successful to ourwarehouse. On this same day, the customer contacted our president of thecompany expressing his frustration with the situation. He did also brief ourCEO on the situation and everything that he has been through. The letter wasforwarded to our Executive Relations team on 9/23.9/23/2015 – Executive Team received the customer’s letterwritten to the CEO and they responded immediately.  The Executive team placed a call to thecustomer to no avail. They 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 items. Thecustomer then called the member of the Executive Team back and brought to theirattention that the desk is sold in a set on our website. He still wanted thedesk that he ordered originally. Executive Relations advised the customer thatwe will still look into it and see what they could do to replace the desk thecustomer needs. After speak with the customer, Executive Relations contactedour warehouse to advise that the customer had escalated the matter tocorporate. They reiterated the situation to the warehouse and asked that theyship a full replacement desk. Executive Relations provided the sku to the deskset to the warehouse and asked that they please ship only the desk. Thecustomer 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 ordered. 9/24/2015 - 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 damaged. A 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 resolution. The new desk was to arrive to the customer on 9/25/2015 – the nextbusiness day. 9/27/2015 – The customer chatted with customer servicestating that his replacement desk arrived damaged and that he would like arefund. 9/28/2015 – The customer wrote into the Executive Relationsoffice and advised that the replacement desk had arrived damaged as well. He requesteda refund for the desk. 9/29/2015 – our Executive Relations answered him and advisedthat we understand that he wants a refund now and that we have addressed thiswith a warehouse manager. 9/30/2015 – We contacted the customer once again and askedif he was still interested in returning the rug as well since he bought them asa set. We also asked if we could place an order for a comparable item. Thecustomer 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 future. In closing, we still have this case open to assist thecustomer. Sincerely, Overstock

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 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,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.