Overstock.com

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 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, Purchase date: 03/03/2016 3/24/2016 – The customer contacted us via online customer service chat. The customer was inquiring about her shipment and wanted to know where her order was. At the time, we could not locate the customer’s tracking as the tracking information...

supplied was invalid. We advised the customer that we will look into this and that the customer would be followed up with within 1-2 business days with an update. 3/28/2016 – We followed up with the customer and provided them with their shipping details. The order was carried with American West, tracking number, [redacted].Tracking link: [redacted] – according to the tracking details, the order was delivered 3/28/2016. The product arrived within our Oversized shipping timeframe. After the product ships ( ship date 03/11/2016 0 the item has up to 6 weeks to deliver. 5/12/2016 – The customer emailed Overstock stating that the table is scratched. Also, the customer reported only one cover was delivered. The customer also inquired about warranty information as well as one of the chair cushion’s zipper breaking. 5/13/2016 – We replied to the customer’s email asking for photos. We also issued a parts request to replace the table top, the missing covers and the broken cushion. We emailed the customer again on this date providing details on the timeframe for the parts. We do allow our warehouse up to 5 business days to provide tracking details. 5/16/2016 – Customer service followed up with the customer letting them know that we haven’t received an update from our warehouse yet. 5/18/2016 – We reached out to our warehouse asking if they have reviewed the parts request as we still haven’t received an update. We also reached out to the freight carrier that delivered this product to the customer to see if they have any extra items to the delivery that they may have forgotten to deliver. Lastly, on this day we contacted the customer via email and let the customer know that we haven’t forgotten about the issue and we will be back in touch within 2 business days. The customer replied and stated that she would send photos the following day. The customer explained that she noted the damage on the shipping receipt when the carrier delivered the product and thought that someone would have followed up with her about the issues by now. The carrier was contacted about this proof of delivery to make sure that the customer did in fact note the damage on the shipping receipt. 5/19/2016 – The warehouse got back with us to confirm the request. The warehouse explained that the product is out of stock however did ask other questions regarding the request. The warehouse was confirming that the customer only received cushions with no covers. The carrier that delivered the product provided us with the POD ( proof of delivery ) and there was notes from the customer that noted the scratched table and the missing covers. The broken cushion was not noted so the cushion getting broke happened after the customer received it. The carrier also noted that they do not have an extra piece on their dock pertaining to this customer’s order. The customer was called to let her know that the issue is still being worked on. The customer was left a voicemail on this day. We followed up with an email stating that we are still working on the request and will back in touch. 5/20/2016 – The customer sent in 4 photos. 3 of the photos were of the broken cushion. The zipper is broken therefore the cushion is coming out of the cover. The 4th photo was of the scratches table. We emailed the customer asking for more clarification on what is needed for the request. 5/21/2016 - The customer advised the following “ 1 cushion with cover or just 1 cover, Glass top for the table, 3 covers for furniture. (2 large, 1 regular) “. We updated the warehouse with exactly what is needed for parts. 5/25/2016 – We let the customer know that we updated the request and will be back in touch with the customer within 1-2 business days. 5/26/2016 – We emailed the customer apologizing for the delay with the request and advised that we need an additional 1-2 business day(s) for an update. 5/31/2016 – We contacted our warehouse asking for an update. We emailed the customer and again apologized for the delay as we have not been updated from our warehouse. We asked for the customer to keep patient and we will update them within 1-2 business days. 6/2/2016 – We called the warehouse to get an update. The warehouse asked for customer service to send another email and they would reply back to us. The warehouse advised that replacement parts were still being looked into. We sent the requested email to the warehouse. We emailed the customer and advised them that the warehouse is still looking to ship the requested parts. The customer was advised that as soon as we hear back from the warehouse, that we will follow up with customer. 6/3/2016 – The warehouse followed up via email stating that they will be shipping the parts the following day. At this time, we emailed the customer and again apologized for the delay. We told the customer that the warehouse was looking to ship the requested parts on 6/4/2016 and we are waiting on tracking details. Due to the delay, the customer was offered compensation. We offered the customer 15% off of the order as well as one free year of Club O gold membership. We explained the benefits of the Club O Gold and asked the customer to get back with us if they accept the compensation. The customer replied to customer service accepting the compensation. The customer asked if the replacements would be to her by the end of the month. She explained that this issue has been going on for 2 months. We replied to the customer letting her know that we have issued 15) off the order which was $80. We also loaded $150.00 in Club O rewards for the customer to use on future purchases. The parts request began on 5/12 which is under one month, however, Overstock is outside of the normal parts request timeframe. 6/8/2016 – We contacted the warehouse and asked for the tracking details. We emailed the customer without tracking details and advised her that the item is sold out and unfortunately we cannot send a replacement. If we could send a replacement, this would have been done for the customer. We let the customer know that we are still going to give the warehouse time to assist with this. 6/9/2016 – The customer replied to customer service and thanked them for the follow up. The customer explained that they are hoping that at least the cushion can be replaced because it is broken and unusable. The warehouse was called and we informed them that the issue is passed due and needs to be resolved as soon as possible. We advised the warehouse that parts would ship on 6/2/2016. 6/10/2016 - The warehouse advised that the product would be shipped with tracking details by the end of the business day 6/10/2016. We followed up with the customer and let them know that we are allowing our warehouse 1 business day to ship the parts. 6/13/2016 – We informed the warehouse that we needed tracking details today as we have informed the customer that the information would be provided today. 6/14/2016 – The warehouse was called and they advised that tracking details would be provided by 4PM on this day. We emailed the customer letting them know that we are still waiting and we will have an update for her shortly. The customer got back with us later this day and asked why the original customer service agent was not assisting anymore. 6/15/2016 – The customer was explained to that the agent originally working the issue is a chat agent and is unable to make calls. Since we have been on the phone with the warehouse, it appears that a phone agent has taken the issue to follow up. We contacted the warehouse and asked why this request has been taking so long to fulfill. We did advise the warehouse that we keep getting told that they will provide tracking details for the parts by the end of the day to no avail. We then called the warehouse and they provided us with tracking details, pro: [redacted], Road Runner freight. A bill of lading is now being requested for the shipment to make absolutely sure that the product is shipping. These details were then emailed to the customer. We advised the customer that because it is an LTL item ( oversized item ) the shipping timeframes are 1-4 weeks. 6/20/2016 – The customer got in touch with us regarding the 15% coupon provided to her and how she can go about using that. We got back with the customer and let her know that we did not issue a 15% coupon, we issued $150.00 in Club O rewards. We let the customer know that she can apply the rewards to her future purchase while during checkout. 6/24/2016 – The customer contacted us asking when she would be contacted for delivery of her parts. We called the carrier and the customer to assist with the delivery appointment. From here we believe that the issue was resolved because we closed it and it was not reopened until 8/7/2016. 8/7/2016 – The customer contacted us via online chat. The customer is requesting manufacturer information. The customer states that there is a broken rod underneath the sofa therefore the sofa cannot be sat on. The customer advised that another one of the cushions has broken at this time. The customer explains dissatisfaction with the product. The customer is being referred to a specialized agent to assist with the issue. 8/8/2016 – We contacted the customer via email and we asked for photos of the issue. The same day, the customer has provided photos. 8/10/2016 – The customer was advised that we cannot ship a replacement sofa because of how outside of the return timeframe it is. We advised the customer that they have 30 days to report any issues. We also advised the customer that we already went outside of the timeframe on 7/14 where her other parts were delivered. The customer came back and asked for a warranty of the product. The customer went on stating that the previous issue went on for too long. 8/11/2016 – An apology was written to the customer however this specific product doesn’t come with a warranty. We offer extended warranties to purchase with furniture orders however the customer did not purchase the warranty the time of purchase. Because of this, the issue would fall within our 30 day return timeframe which as now lapsed. The customer got back with us dissatisfied that we could not assist with the issue. She asked us to confirm again that the item did not have a warranty. We did call the warehouse just to make sure and we found that the item is no longer sold. 8/12/2016 – We advised the customer that we can no longer assist with any return or replacement as we are outside of our 30 day return timeframe and that the item is no longer sold. We issued the customer 10% off of the order however we issued it as in-store credit. The credit issued was $154.07. We advised the customer that the in-store credit can be used on her next purchase and that it will automatically apply. 8/13/2016 – The customer wrote us back and advised that they will be sending a complaint to the Revdex.com. 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

To whom this may concern,   The customer placed their order on 08/10/2016, order number: [redacted]. 8/14/2016 – The customer contacted Overstock asking for an estimated time of arrival for the order to arrive. 8/15/2016 – We advised the customer that due to the size and weight of their...

order, Overstock considers this an oversized shipment. Once the product(s) ships, it can take 1-4 weeks for delivery. As soon as the shipment arrives at their local delivery terminal, the freight company will call to set up an appointment to deliver the product to the customer’s home. This call usually occurs within 24-48 hours of having your order delivered to their home. The customer replied with disappointment and brought up that they were lead to believe that this product would have arrived within 3-6 business days as we show onsite. The customer asked how we could expedite this order at this point and offered to pay additional fees for a speedier processing time. The customer then asked us for alternatives. Overstock replied with an apology but unfortunately no resolution to expedite as the order is already processing and going to ship freight on this same day. The customer was offered and issued a 10% refund/compensation in the amount of $47.40. 8/22/2016 – The customer contacted us stating that they have not received his order yet. We let the customer know that we need to forward this to a specialized agent to follow up within 2 business days. 8/30/2016 – The customer emailed us asking for an update. The customer inquired about having the order picked up at Will Call. To do this, Overstock does need to authorize with the carrier. Overstock sent approval to the freight carrier for the Will Call pickup. 9/1/2016 – The customer called and spoke with customer service. Customer service let the customer know that we made the approval to have the customer pick the order up from Will Call. Later this evening, the customer called to get an update. We attempted to contact the carrier however it was too late in the day and they were closed. We received an update from the carrier, MXD, that the shipment should arrive 9/2/2016 ( on this same day ) that the estimated time of arrival was Los Angeles. Overstock contacted MXD and requested an address that the customer could pick up their shipment. 9/3/2016 – Overstock heard back from MXD with the pick up address. The customer was provided with the pickup address through an email. 9/7/2016 – The customer emailed in and stated that they have been in touch with MXD and the customer was told by MXD that their shipment had not arrived to Los Angeles as of yet. The customer expressed their disappointment with this issue and did state that they would be filing a complaint with the Revdex.com. The customer asked for us to update them as soon as possible. 9/9/2016 – We contacted the customer by email and explained to them why the item shipped freight and it was due to the dimensions and weight of the order. We then advised the customer that we did not have a better update as far as the where about to the shipment. Overstock is being advised by MXD that the “ SHIPMENT ETA SET FOR NEXT TOUCH POINT Ontario, CA 09/02 “. The customer replied stating more disappointment and regret placing this order with Overstock. 9/13/2016 – Overstock explained our Oversized shipping timeframes to the customer and that it was not our intention to be deceitful or dishonest. We did also explain to the customer that as far as the shipment goes, all information that was relayed to customer was directly from MXD logistics. As of 9/14/201, the case still remains open and we are working with the customer to get their delivery scheduled. MXD’s website remains in transit and on time per our 1-4 week shipping timeframe: [redacted] In closing, regarding the product description. There is a small paragraph regarding the freight shipping under the bullet points that states: If the quantity ordered is over 300 LBS, the order will ship via freight carrier and longer shipping timeframes are to be expected. And then once again when you hover over the Show More on Overstock’s website. http://www.overstock.com/Home-Garden/SomerTile-7-3-4x7-3-4-inch-Borough-Arco-Cer...⇄ I’ve also concluded a link to our Oversized Items delivery policy: https://help.overstock.com/app/answers/detail/a_id/8   Sincerely, Overstock Tell us why here...

To whom it may concern,  The customer placed their order on 05/16/2016 for the Barrel Dining Chair (Set of 2). Our website shows that "Orders of more than three and/or exceeding 125 pounds will be shipped via Freight carrier and our Oversized Item Delivery/Return policy will apply."...

Consequently, the customer ordered three chair sets, and the order was shipped with a freight carrier.  The Oversized-Item Delivery Policy shows the "Important Details for Scheduling Your Delivery Appointment" as shown below. This information is available prior to the customer placing their order.
•Carriers are only able to deliver Monday through Friday. Once your shipment is ready for delivery, the carrier will contact you at the phone number(s) you provided us at the time you completed your order. You can expect their call 24-48 hours prior to your delivery to arrange a 4-hour delivery window.
•Keep in mind that available delivery times will vary depending on the freight carrier's schedule.
 
Therefore, per the Oversized-Item Delivery Policy, the customer would need to accept the delivery, within the 4-hour delivery window provided; which was dependent on the freight carrier's schedule. On 05/24/2016, the customer contacted us and explained that they couldn't take time off of work to be home for the delivery, and requested to cancel the order and for a refund to be issued. The customer was provided with the Oversized Item Return Policy; which explains that the customer would be responsible to pay the return shipping fees for any of the following reasons:  •You refuse a delivery without inspection
•You miss a delivery appointment
•You return a non-defective or undamaged product Because the customer was requesting that the order be canceled and returned without an inspection, and there were no reports of damage or defects, the customer was advised that they would be responsible for the $151.55 return fees. However, we did agree to make an exception and to waive 1/2 of the return fees. The customer agreed to pay 1/2 of the return fees and so a return was authorized.  The customer contacted us after the return was authorized and explained that they had found a neighbor that agreed to sign for the package, but the carrier advised this would violate their policies, and that the neighbor would be unable to sign for the package. According to our records, we did speak to the carrier and they confirmed that the customer didn't need to be available to sign for the package, and could have someone else "accept his package". It was confirmed that the customer would contact the carrier and schedule the delivery. We are unable to verify if the customer was able to speak with the carrier, regarding the delivery of the order, as we don't have access to the carrier's records. However, we do see that because the order was previously authorized for a return, that the carrier did return the merchandise to our warehouse.  Therefore, a full refund was issued on 05/26/2016, in the amount of $1,249.72, to the credit card that was used at the time the order was placed. In addition, for any inconvenience caused, the customer was issued a free Club O Gold membership, pre-loaded with $175.00, to be used on a future order with Overstock.  If the customer has any additional concerns with the resolution provided, they will need to give us a call at ###-###-####, so that we may further assist them. 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]

To whom this may concern, 3/11/2016 – the customer contacted us stating that she ordered the Turboion Classic (Croc2) Titanium Wet to Dry 1-inch Flat Iron however we shipped her a “tubo croc “. We advised the customer that the product that she ordered is now out of stock and we would have to issue...

her a refund since we were not able to re-ship the product. 3/14/2016 – the customer emailed customer service stating she was upset because of the issue. She then advised that she found the FHI Heat Platform Professional Ceramic Tourmaline 1-inch Flat Iron and would like it with the warranty. The customer asked how much we are willing to deduct to match the price of her original order since the FHI was higher in price. 3/15/2016 – Customer service replied to the customer and did not address the customer’s questions she asked in her email. Customer service replied to the customer’s email and asked her if they could issue her a free return label to return the incorrect item. A few hours later, the customer chatted in and explained again that she found the FHI Flat Iron and would like us to work with her on the price since this issue was Overstock’s error. The customer advised customer service that she would like an exchange. Overstock does not have an exchange policy and that was told to the customer. I have left a link below regarding our standard return policy. After this was told to the customer she asked us to send the return label to her email address. We emailed her the return label to return the incorrect item. The customer also stated that she would be making the Revdex.com complaint. Return Policy: https://help.overstock.com/app/answers/detail/a_id/1  ** We would like to make this right for the customer. The customer can call into our Executive Relations Office to discuss this at ###-###-####. ** Sincerely, Overstock Tell us why here...

To whom it may concern,   Purchase order number: [redacted] - placed on 09/08/2016. 9/24/2016 – The customer contacted Overstock regarding the issue with the customer’s pop-up drain being damaged/defective. Our customer service ordered a replacement pop up-drain for the customer. Parts...

requests can take anywhere from 2-5 business days to fulfill. 9/26/2016 – Our warehouse responded to our request asking for photos and any more information on how the drain was damaged. 9/28/2016 – Customer service reached out to the customer and let the customer know that our warehouse does not have the specific parts the customer needs and customer service offered a partial refund since the parts were unavailable in hopes that the customer might be able to fix the issue on their end. 9/29/2016 – The customer replied to customer service. The customer is seeking manufacturer information since there is a 3 year limited manufacturer warranty. The customer advised that they would prefer have a working drain instead of a credit. Customer service replied to the customer and asked for photos of the drain. 9/30/2016 – Customer replied with photos. The damage is not visible but the issue is how the drain is functioning. The drain can be forced down but it does not seal and then you must physically pull it up in order to get back into open position.  It is as if the spring mechanism inside is broken or missing. 10/3/2016 – Customer service sent this information over to the warehouse . 10/4/2016 – We had not heard back from the warehouse however we let the customer know that we are following up on both sides to ensure this request happens. 10/5/2016 – Customer service still had no heard back from the warehouse however we let the customer know we are still working on this issue. 10/6/2016 – The part was shipped and warehouse provided tracking. Fedex: [redacted]. This information was provided to the customer. 10/7/2016 – The customer advised us that they received the part on 10/7 but it didn’t fix the issue. The customer then sent us a photo of the drain. 10/8/2016 – We answered the customer and let the customer know that we requested an additional part from the warehouse and will provide the photo that was provided from the customer as well in hopes that the warehouse will get a better understanding of what is needed. 10/1/2016 – The warehouse replied and advised that the entire pop up body was sent to the customer. 10/18/2016 – We conveyed to the customer what the warehouse advised us. Overstock was told that the customer was sent the entire pop up body. The customer came back immediately advising that the information that the warehouse advised is incorrect. The customer only received the top of the drain/mechanism that screws on and not the entire component. Customer service did ask for the customer to clarify the part that’s needed so we do not request the incorrect parts to the warehouse once again. Customer service forwarded a copy of the instruction manual and asked the customer to advise the part numbers needed. 10/19/2016 – We did not hear back from the customer however we did email her to see if she had a chance to look at the instruction manual. 10/24/2016 – A phone call was placed to the customer from customer service and a voicemail was left. We then emailed the customer letting the customer know that we are closing their issue until we hear back from them. Momentarily, the customer called Overstock back and was upset because the issue was unresolved and Overstock had closed it. The customer explained to customer service that when going through the instruction manual, they did not find the part numbers that are needed. After the call, Overstock received an email from the customer explain her disappointment that the issue closed out. In the customer’s email they requested someone higher up in the company to resolve this quickly. 10/25/2016 – In response to the previous email from the customer to customer service, customer service asked the customer for additional information regarding the part that is needed. Overstock is trying to avoid sending out incorrect pieces like the last time. Overstock then offered a partial refund to keep the product or a return for a full refund. 10/26/2016 – A phone call was placed to the customer to get the information Overstock needs. Overstock customer care left a voicemail to customer and followed up with an email to the customer letting the customer know we are trying to reach them. 10/27/2016 – At this time, no contact back from the customer therefore we had sent another notice that Overstock is closing the issue until we hear back from the customer. This issue was closed out on 10/27/2016. 10/28/2016 – The customer emailed us back and advised that they had a plumber come out to assess the sink. The following parts numbers were given: parts: B, C, D, E, F, G, H and J. Overstock contacted our warehouse right away to provide the part numbers. The warehouse did get back with us quickly stating that they were working on this and asked for additional details regarding this second parts request. 11/4/2016 – The warehouse provided tracking for second parts request however, they supplied the same tracking number as the first request, Fedex: [redacted]. At that time, the issue automatically solved itself. 11/16/2016 – The customer reached out to us and stated that they received an email from us on 11/4 stating that the parts shipped however the customer had not received them yet at this time. This is because the warehouse provided the incorrect information. The customer was upset and is now requesting a refund. The customer again asked to speak with a manager. Customer care advised that we would have a manger reach out to them within 2 business days. 11/17/2016 – This was escalated to a manager from customer care specialist. 11/21/2016 – The customer care manager contacted the customer by a phone call. According to our notes, we explored options with the customer and decided that we would issue another parts request. Overstock contacted our warehouse Please send the following parts: B, C, D, E, F, G, H and J. The customer was advised by the supervisor that we would be contacting them back with more information within 2 business days. 11/22/2016 – Once again, our system auto-solved this issue out when our warehouse provided us with tracking details. The warehouse again had provided the incorrect tracking number, it was the same number as the original parts request. 11/29/2016 – When this Revdex.com complaint came to our attention was when the customer service issue reopened. We contacted our warehouse and advised them of the matter and the fact that they have provided the same tracking details 3 different times now. We explained to the warehouse that this issue is unresolved and how long the issue has been open. 11/30/2016 – Overstock manager contacted the warehouse asking for an update. At this time, the customer was also contacted and the customer service manager advised that we are still working on this and apologized for the inconvenience in delays. 12/2/2016 – We received the tracking number for the parts, Fedex: [redacted]. This information was conveyed to the customer. The issue remains open  until the customer receives their parts and can use their product.   Sincerely,   Overstock

Complaint: [redacted]
I am rejecting this response because: When I first contacted them I was told that the credit would be placed 3-5 days after the day that I start the item return. As soon as I sent the item back I should have gotten the credit, not weeks after. No one there can ever give a straight answer and they gave me the runaround when I called the first time telling them that the color of the item was wrong from the item in the picture. They didn't send the wrong color persay, they had the wrong color specified online so when I ordered a color the color was significantly not like the color in the picture online (false advertisement). All I all I wish for this complaint to remain public for everyone to see so that they can see how terribly Overstock.com treats their customers and how their items are falsely advertised. 
Sincerely,
[redacted]

To whom it may concern, The customer contacted Overstock and requested to return the Bulova Women's 96L140 Crystal-accented Stainless Steel Watch that they purchased on 06/04/2015. The customer as it had stopped working. On 01/18/2016, the customer was emailed a return shipping label. On...

02/05/2016, the customer contacted us for the return address, as they didn't receive their return label. The return address was provided to the customer. The customer returned their order to Overstock on their own. The customer then contacted us on 03/03/2016 to confirm the status of their return. The customer provided us with return tracking number [redacted]. In reviewing the scans associated with the tracking number, we found that the item arrived back to our warehouse on 02/29/2016. Therefore, the customer was advised that the refund should be issued within 3-5 business days from when the item arrived back. Consequently, this means that the refund should have processed by no later than 03/07/2016.[redacted]We have reviewed the return details and found that due to a system error, the customer's refund wasn't issued on 03/07/2016. Please convey our apologies to the customer for the delay caused by this error. We have proceeded in processing the customer's refund today, 03/11/2016. The refund was issued in the amount of $100.99 to their PayPal account.  We ask that the customer 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.If the customer would like reimbursement for the shipping charges, they will need to contact our Pay Support Department, and provide a receipt showing the shipping cost paid to return the watch. Sincerely, Overstock

To Whom It May Concern:   Order: #[redacted] - The customer did receive some items that were defective and damaged and also a partial order as described in her complaint.   We have an agent working with her now and so far she has received the requested parts for the items she mentioned. ...

The agent is working with the customer and the warehouse/shipper regarding the partial sectional that was received. The agent is trying to get a refund of in store credit and a discount such as a coupon so another comparable item may be purchased. The agent is waiting for a reply now; regarding the partial sofa in the customer’s possession.   The customer and the agent are communicating with email.   Sincerely,   Overstock

To Whom It May Concern,  We are greatly sorry for the inconveniences we caused with not providing new information to you as you waited.  Our process consisted of ensuring the warehouse didn’t request the damaged product returned, and for Overstock paying to ship the damaged item back to our warehouse versus the customer dispose of the damaged product.   The full refund was issued on 3/23 and may take up to 5 business days for your financial institution to post the refund to your account.  In respects to better customer service, we’ve issued a $60 store credit to your account which will discount automatically a future purchase.  We truly hope that you’ll give us another chance to provide the exceptional customer service you expect and deserve from Overstock.com.   Sincerely, Overstock

To whom this may concer,   198164138  08/16/2017 - VIZIO SmartCast M-Series M70-E3 70'' Class (69.50''' Diag.) Ultra HD HDR XLED Plus Display TV 8/30/2017 – The customer contacted Overstock on this day to report damage to their TV via chat assistance. The specialist that chatted with the...

customer escalated the issue to the oversized items department to assist. The customer was told that it would take anywhere from 1-2 business days to receive follow up. 9/1/2017 – The customer contacted Overstock through chat service. The customer advised the chat specialist that they were to be contacted within 2 business days and so far, that has not happened for the customer. The customer also explained dissatisfaction about the fact that no one had contacted them thus far. 9/11/2017 – 10 days have now passed. The customer has been contacted by the specialized representative to assist the customer. The customer has been given $100.00 in Club O rewards due to the item being damaged. An email was sent to the customer advising that Overstock has shipped the customer a replacement TV. Replacement order number: [redacted]. The replacement TV shipped on 9/12/2017. The customer was asked to send Overstock photos of the damaged TV which the customer did provide those to Overstock on that same day. 9/12/2017 – Our specialist contacted the customer to let the customer know that we are setting up the return and will have the damaged TV picked up. The customer will receive follow up within 2 business days regarding pickup details to the customer’s return. There are notes that Overstock has issued the customer an additional $90.00 in Club O rewards.   At this time, the matter remains open on Overstock’s end. This is still being worked to resolution. The customer will be contacted no later than 9/14/2017 with their pickup details to the damaged product.   Sincerely,   Overstock Tell us why here...

To Whom It May Concern,   The customer placed the order# [redacted] on 5/28/2017. On 9/29/2017- the customer called Overstock stating he selected the 6-month no accrued interest. The specialist called Comenity Bank and they did not see the 6-month finance option selected. The specialist sent...

an email to Comenity Bank to advise the customer selected the deferred interest, but it wasn’t shown on the plan. Overstock requested the deferred interest be added to the customers account. On 10/2- Comenity Bank wrote Overstock to advise it was not selected and it could not be added as they are unable to alter the original terms and conditions set forth in original agreement signed by the customer. On 10/3- the customer called Overstock and the specialist advised to get in touch with Overstock’s Pay Support Department to see what could be done. Overstock contacted Comenity Bank and they have recognized the customer is eligible for the promotional plan and will make the adjustments with the customer.  The customer has been instructed to contact Comenity to file a dispute and the finance charges will be adjusted. The customer can contact a Comenity Capital Bank Customer Care Representative at 855-810-2546. Representatives are available Monday-Saturday, 8:00 AM – 9:00 PM EST, closed Sundays and major holidays. Or by mail:Comenity Capital Bank PO Box: 182120 Columbus 43218 The specialist at Overstock will provide additional assistance that can reasonably be expected to satisfy the customer.  Sincerely, Overstock

To whom it may concern, The customer placed an order on 11/04/2015. The order was delivered on 11/07/2015. The customer contacted us on 11/10/2015 and reported that they received the wrong item. The customer provided a copy of the packing slip they received with their order. The packing slip showed...

a different name and address on the item. On 11/10/2015, we provided the return instructions to the customer.On 11/11/2015, the customer contacted us to advise that they expected an immediate refund before we had received the item they received back. Overstock replied and advised that the item would need to be returned before a refund could be issued. We explained that when we receive the item back to our warehouse, it can take 3-5 business days for the refund to be issued.On 11/11/2015, the customer replied to let us know that they didn't agree with our return policy. The customer claimed that it was illegal to not issue an immediate refund, upon request, per the Federal Trade Commission. We replied to the customer and advised that once the item arrived back to our warehouse, that a refund would be issued, within 3-5 business days. On 11/2015, the customer replied with the following: "That option would be perfectlyfine had I received (and sent back)the item I've ordered. Since I've never received the brooch, what you aredoing is still illegal. At this point, I am reallydone talking to you."As the customer adivsed they were done talking about the issue, we didn't reply to the customer's response. **We have reviewed the "Business Guide to the FTC's Mail, Internet, or Telephone Order Merchandise Rule" (https://www.ftc.gov/tips-advice/business-center/guidance/business-guide-ftcs-ma...⇄ have reviewed the details listed for "How Quickly You Must Make a Refund". According to the FTC, it states that "you must refund the correct amount within seven working days after the order is cancelled" or "notify the customer that the account will not be charged within one billing cycle after the order is cancelled."The order wasn't canceled by Overstock or by the customer. The order was fulfilled; however, it was found to be the wrong item, and was returned.As part of our return policy, it can take up to 5 business days for an item to be inspected, and a refund to be issued. The customer's order was received back on 11/16/2015. The refund was issued on 11/17/2015, in the amount of $[redacted], to the customer's American Express Credit card account. Typically, it can take 2-5 business days for the credit to be posted; however, if the customer doesn't see their credit, they may need to contact the issuing financial institution to find out their credit posting time frames.Sincerely, Overstock

To whom it may concern, The customer purchased the Select Luxury Gel Memory Foam 12-inch King-size Medium Firm Mattress Set with EZ Fit Foundation and the Madison Park Belle 7-piece Poly Polyoni Classic Woven Comforter Set. The mattress set was originally $799.99 and the comforter set was $119.28....

The customer had a 10% off coupon that was used at the time the order was placed. Therefore, the customer only paid $719.99 for the mattress and $107.35 for the comforter set, at the time they placed their order. The state of Pennsylvania requires that we collect taxes for merchandise that is being shipped to the state of Pennsylvania. The amount of tax for the mattress set that was collected was $43.20 and the amount of tax collected for the comforter set was $6.44. Therefore, the total amount paid for the mattress set was $763.19 and the total paid for the comforter set was $113.79. When the customer returned the mattress set, we charged them for the return fees, in the amount of $68.49. As the customer paid $763.19 for this item (which includes taxes), we issued a refund on 07/23/2015, in the amount of $694.70. Please review the following details regarding the refund and the balance that remains: $763.19 - $68.49 = $694.70. Based upon our records, we didn't withhold any taxes from the customer's refund, and a full refund was issued for this item minus the return fees.The customer still has the comforter set and so the amount remaining and is owed is the $113.79 (comforter set) +68.49 (return fees charged) =  $182.28.We have attached a screenshot of the remaining amount owed on this order. The customer can locate this information when they log into their account.If the customer has any questions regarding this information, we would suggest that they give us a call at [redacted], and we would be happy to review this information with them.

Complaint: [redacted]
I am rejecting this response because:Overstock contacted me today and said they would issue a refund since it seems the package is still waiting in GA since Sept 7,2017. I accepted the refund.  This response is saying something entirely different then the conversation I had. I would like to know if the conversation I had is accurate.
Sincerely,
[redacted]

To Whom it May Concern,   On 10/24 the order for the NewAge Bold Series 8-piece Cabinet Set with Bamboo Top was placed. The product has a ship-out timeframe of 1-4 weeks and a delivery time of 1-4 weeks as well. Customer inquired on 11/2 and 11/3 to let us know the tracking information he...

received was invalid and could not track the order. The tracking information was confirmed by our supplier on 11/9. The shipping company advised us that the contact phone number for the customer was incorrect, an updated phone number was put in on our side on 11/10. On 11/13 we provided the contact information for the carrier to the customer. The customer spoke with the carrier on 11/14 however they did not transfer him to the local Delivery Agency at the time since the package wasn’t quite there yet and asked him to call back. Package was delivered on 11/17. Customer advised that they have received the package and will reach back out to our customer service for further assistance needed.   Sincerely , Overstock.com

To whom this may concern,   Overstock’s Loss Prevention department as well as Comenity Bank had an error in communication regarding the customer’s account. We’ve mended the issue and the customer’s account is now in good standing. 11/13/2017 – The customer emailed Overstock’s corporate offices...

about the issues they’ve faced with ordering with Overstock. Within the time the customer wrote to Overstock regarding the issues, the account came in good standing, the order was placed and delivered to the customer on 11/17/2017. Confirmed that the order #[redacted] was delivered Friday, Nov 17, 2017 10:29 AM Fedex package #[redacted]. 11/17/2017 – The delivery was made to the customer. A call was placed to the customer from a member of Overstock’s executives. Because the customer wasn’t reached, a follow up email was sent to the customer with confirmation of their order being delivered and an apology.   Sincerely,   Overstock Tell us why here...