Overstock.com

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:   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,   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 it may concern, The customer placed an order on 11/12/2015 for the
Avery Island 9-piece Resin Wicker Patio Sectional Set; which is an oversized item. The order was delivered to the customer on 11/25/2015.The customer contacted Overstock on 12/05/2015 and reported that...

their order arrived damaged. They explained the pieces that were damaged and we offered to request that the warehouse ship out replacement parts. A request was sent to the warehouse to ship out replacement parts to the customer.On 12/09/2015, the customer contacted us and wanted an update on the status of the parts request. We explained we were still working on the request and would follow-up with the customer within 1-2 business days. We also emailed the customer and requested that they provide us with pictures of the damages. On 12/10/2015, we received pictures from the customer, showing the damages to the item and the packaging. The pictures were forwarded to the warehouse for review and we requested that replacement parts be shipped out to the customer. On 12/11/2015, we notified the customer that we had contacted the warehouse, and requested the replacement parts be shipped out, and that we were waiting on an update from them.On 12/13/2015, the customer contacted us and notified us that additional damage was found on another piece to the item. Therefore, we notified the warehouse that there was additional damage to the item, and requested an update on the tracking details for the replacement parts. On 12/17/2015, because the warehouse had failed to provide tracking for the replacement parts, a replacement order was sent over to be processed and shipped out.After some back and forth with the warehouse, they had canceled the replacement order in the system, as they had provided us with tracking information for the replacement parts. On 12/24/2015, we contacted the customer and advised that the replacement parts had been shipped out. The customer was provided with tracking information for the replacement parts.Consequently, the customer contacted us to advise that they wanted the full replacement order shipped out, and would not accept delivery of the replacement parts that had already been shipped out. We explained that the warehouse wouldn't be shipping a replacement and that if they didn't accept the replacement parts, we would assist in having the item returned. The customer requested to have the item picked up and returned.On 12/28/2015, we requested that the warehouse provide disposition for the damaged pieces the customer had received, and advised that we were working to have the replacement parts intercepted and returned.The warehouse has confirmed that this order should be returned at no cost to the customer. Therefore, we are working to have the return processed and picked up with a freight carrier. The customer will receive the paperwork needed for the pick-up as soon as it is available. Once we have confirmed that the merchandise has been picked up, a full refund will be issued, back to the customer's credit card account. Sincerely, Overstock

To whom it may concern, When a customer places an order, regardless of the payment method used, it is subject to review by our Loss Prevention Department. The customer placed an order on 11/28/2015. The order was reviewed by our Loss Prevention Department and canceled due to some concerns with...

the information provided to us. The customer placed another order on 11/28/2015. The items ordered were some of the same as the previous order that had been canceled. This order was also canceled by our Loss Prevention Department.On 11/29/2015, the customer contacted us, and requested to know why their orders were canceled. The customer was advised to contact our Loss Prevention Department for further assistance. The customer contacted our Loss Prevention Department. It was confirmed with the customer that the order had been canceled. The customer requested to close their Overstock account. On 11/29/2015, the customer placed another order. The item ordered was the same as a previous order that had been canceled. The order was canceled based upon the notes on the customer's account regarding the concerns with the information provided to us.On 11/30/2015, the customer placed another order, and our Loss Prevention Department canceled the order. On 12/11/2015, the customer placed another order, and it was canceled by our Loss Prevention Department. The customer called and we discussed our concerns with the customer. The customer was asked to send a wire transfer to complete their order. The customer became abusive with the representative and so the call was disconnected. We have not heard back from the customer since 12/11/2015.*According to our Terms and Conditions (https://help.overstock.com/app/answers/detail/a_id/63), we "reserve the right to refuse service" and "terminate accounts", as well as "we may terminate your access or suspend your right to access to all or part of the Site, without notice, for any conduct that we, in our sole discretion, believe is in violation of any applicable law, is in breach of these Terms or is harmful to the interests of other users, Associates, or us. In addition, we reserve the right to refuse an order from any customer in our sole discretion.If the customer doesn't agree with the decision that was made regarding their account or the wire transfer that was requested, they can contact our Loss Prevention Department, and appeal the decision that was made with a Loss Prevention Supervisor. An appeal doesn't guarantee that the customer's account will be reopened.**Please note, for security reasons, we cannot discuss or release any information in regards to the customer's husband's or daughter's account, unless the customer is listed as an authorized user on their accounts.Sincerely, Overstock

[redacted]Complaint [redacted]  To whom it may concern, I have not found any correspondence on the Customer's Account in regard to the incident. This item ships ground. It has a 1-2 business day time frame to ship from the Warehouse and then 2-6 business days for delivery. Per these...

guidelines the item is on time. If the Customer has correspondence and screenshots, please call 800.843.2446 and speak with an Agent to have the correspondence and Photographs added to their Account for Review. Sincerely, Overstock

To Whom It may Concern, Overstock provides exclusive emails to customers whom, have signed up to receive Overstock notification. These exclusives notifications allow our customer to review site sales and promotions. Extra 10% off applies to select items identified with a “SALE” icon.   Example: the Castello Italian Leather Bi-fold Wallet, Item #15825441, is part of Overstock Presidents Day Preview Sale. The price has been marked down 10% from the original price. No additional savings or coupon can be applied. Although coupons do expire, we are happy to honor the 12% coupon off the original price of $32.99 if our customer chooses to place an order before the Presidents Day Preview Sale ends. Customer should email [email protected], Attention Carrie G. Sincerely Overstock

To whom it may concern, Upon my review I found order number [redacted], was placed on 11/25/2016, for the TRIBECCA HOME Catalpa Walnut Finish Weathered Highboard, with 3-6 business day ground shipping.  The TRIBECCA HOME Catalpa Walnut Finish Weathered Highboard, ships in 3 packages. Shipment...

confirmation was provided on 11/25/2016, with UPS tracking number: [redacted] UPS provided an origin scan on 11/27/2016, to begin transit to customer. In most cases packages are transported together, this will however depend on the available space per truck load. Packages: [redacted] and [redacted], arrived in Jacksonville, FL on 12/04/2016. UPS has reported delivery on 12/05/2016. The package traveling under tracking number [redacted], arrived in Jacksonville, FL, on 12/06. UPS reports delivery on 12/07/2016. Overstock stands behind the quality of our product; despite our best efforts we understand there may be damaged or missing parts. Some warehouses that ship our merchandise will have a separate warehouse with available replacement parts. Once notification is received for a missing part our warehouse representatives will begin locating the needed part, this may take 1-2 business days to receive confirmation. Most parts are processed and ready to ship within 3-5 business days, excluding weekends. In review of the customer’s account I found part “O” was requested on 12/07/2016. We understand the urgency in addressing such situation, and must allow our warehouse time to locate and prepare for parts to ship. Customer contacted Overstock by email on 12/08/2016 1:17 pm, Customer care provided response Thursday 12/08/2016 at 6:45 pm.   Our warehouse has advised as of 12/12/2016, replacement par “O” is ready to ship with UPS tracking number on Monday 12/12/2016. According to UPS replacement parts are expected to arrive on Friday, 12/16/2016. An automated email was sent to our customer on this day. Some email providers may filter messages to a spam or promotional file, if you have not received your email notification please contact overstock customer care for additional assistance.   Sincerely, Overstock

To whom it may concern,   The original purchase price came out to $115.27. The return shipping for this return was $34.32 for a 50 Ilb label so the refund came out to ($80.95). The return authorization asks the customer to verify this cost of the label or they may return it with their own...

return shipping label The color option that the first picture shows, is currently out of stock so the second color option was the only one available to purchase. If the customer contacts us at (800-843-2446) our customer service may be able to provide further help for this unique situation.   Sincerely, Overstock.com

Complaint: [redacted]
I am rejecting this response because:Overstock.com omitted the crucial detail in this whole case:
That soon after I’ve placed the order, the item that I’ve ordered was out of
stock (and it’s out of stock until today),
therefore they were not able to fulfill their order (and they knew they were
not able to fulfill the order the minute I’ve informed them that they’ve send
me the wrong item). That is actually the part of the FTC’s Mail or
Telephone Order Rule I’m referring to, and it states the following: “ WHAT YOU SHOULD DO IF YOU LEARN YOU CANNOT SHIP ON TIME:
When you learn that you cannot ship on time, you must decide whether you will
ever be able to ship the order. If you decide that you cannot, you must
promptly cancel the order and make a full refund.” THEREFORE, THIS IS NOT THE CASE OF MY CANCELING THE
ORDER –THIS IS THE CASE OF NOT ISSUING A PROMPT REFUND UPON THEM LEARNING THEY
WERE NOT ABLE TO FULFILL THE ORDER.  Instead, Overstock.com had waited 7 days to
issue a refund.I am also surprised that such a big company as Overstock.com
does not read the Mail and Telephone Order Rule in its entirety, but just a few
pieces that suits them the most.
Sincerely,
*.*.

Revdex.com:
I've send Overstock the tracking slip (attached) which indicates that they received the item on July 5 and I still don't have my money.  Revdex.com complaint ID [redacted].  We'll see if they finally pay me.
Sincerely,
[redacted]

To whom it may concern,   PO: [redacted] 09/08/2017 - Peak Pilates fit Reformer On 9/12/2017 – the product short shipped. Meaning, Overstock sold the customer the item but when it came down to shipping the product to the customer, Overstock found that we didn’t actually have the product to...

ship the customer. Overstock reached out to the customer on 9/13 – apologized for the inconvenience and compensated the customer $200.00 for the mishap. Because the customer was not satisfied with the amount given, Overstock also issued a 20% off discount additionally. 10/02/2017 – The customer purchased a Peak Pilates MVe Reformer, purchase order [redacted] – there is a shipping timeframe of 1-10 business days for this product. 10/14/2017 – The customer reached out to Overstock’s chat customer service wondering when their order is going to ship. Since 10 business days for shipping timeframe had not yet lapsed, the customer was provided the processing and shipping timeframe for the order. The order should ship no later than 10/16/2017 to be in line with Overstock timeframe. 10/17/2017 – Because the order did not ship within the promised timeframe, the customer was sent an email notifying them about the late shipment. Per the email, “ Due to unforeseen circumstances, we are unable to ship your order within the estimated timeframe previously communicated. “ The email did not mention that Overstock wasn’t going to ship the product, however it would ship later than promised. The email did give the customer the option to cancel the order if the customer did not want to wait. However, after 30 days if the order did not ship, the order would cancel. No mention of a 6 month time period that the customer stated in the complaint. The customer had then replied to the email that was sent to them and advised that they are filing a complaint with the Revdex.com. 10/18/2017 – The issue has been escalated to a specialist representative to further look into the issue. The warehouse of the product had been contacted to see what the hold up of the product is. The customer has been advised that Overstock customer care if looking into this and will have a resolution by 10/20, if not earlier. 10/19/2017 – The warehouse got back to Overstock and advised that the carrier of the order was late to pickup the shipment. In the meantime, the order had actually shipped on 10/17/2017 with DM Transportation. The order is currently enroute to the customer. The customer has been advised.   Sincerely, Overstock Tell us why here...

Complaint: [redacted]
I am rejecting this response because:Due to the amount of time and lack of professionalism 200$ does not adequately compensate. I will accept no less than 400$, Now I have to spend more time trying to find parts. Overstock also forgot to mention that I had waited 7 business days before I had to follow up only to find out they had never shipped out my hardware and they didn't know what parts I needed.
Sincerely,
[redacted]

To whom it may concern,  In accordance with your request, we have removed the customer's email address, [redacted], from our system. For accounting purposes, we are required to maintain certain information regarding the customer's account in accordance with our Privacy Policy. Please...

be aware data shared with third parties pursuant to the customer's previously-provided consent may persist in locations not under our control. The customer has been sent written confirmation, of the above information, to the address they have provided to the Revdex.com. If the customer has any additional questions or concerns, we would ask that they contact us 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. They already picked up the sofa on Feb 21, 2018 and i'm still waiting for the refund. Hopefully I can get a refund soon. Will update.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

To whom it may concern, The customer purchased the Slumber Solutions Choose Your Comfort 12-inch King-size Gel Memory Foam Mattress, in the Medium option, on 02/14/2016. The order was delivered on 02/23/2016. On 02/26/2016, the customer contacted Overstock and advised that some areas of the...

mattress were hard and stiff, while others were soft. As the item is listed as non-returnable, once opened and expanded, we asked for pictures of the law tags, and pictures showing the different firmness levels of the mattress. It was suggested that the customer use full gallons of milk to show the different areas that they considered to have different firmness levels. On 03/02/2016, Overstock received pictures of the law tags. However, we didn't receive pictures showing how the item was defective or how the item had different firmness levels. Therefore, we requested that the customer provide us with pictures showing "images of the defect".On 03/06/2016, the customer provided us with pictures, by using full gallons of milk, as was suggested. The customer pointed out that there was inconsistent firmness, as the right sinks in, and the left is firm. On 03/07/2016, the customer was advised that we were unable to see the defect in the mattress, and that the pictures would be forwarded to the warehouse. Consequently, the customer replied and advised that there was an inconsistent density that we requested to be shown with milk jugs. On 03/08/2016, we advised the customer that the warehouse had replied that they were unable to see the defect, and that we couldn't issue a refund as the mattress wasn't deemed defective. [redacted]After reviewing the pictures that the customer provided to our Customer Service Department, we do see that the firmness level isn't the same throughout the item. Therefore, we would ask that the customer give us a call at [redacted], and ask to speak to Melody, so that we may resolve the customer's concerns regarding their refund. For quicker assistance, the customer will need to provide reference # [redacted].Sincerely,Overstock

To Whom it may concern, Our representatives are not specialized in any particular product and will review the details of the item available on site, as well as any additional information found in the product history. We strongly recommend customers personally review all product details before placing an order. Every product we sell as Reconditioned or Refurbished must pass a thorough inspection and be in full working condition. Any items sold in recondition or refurbished will be mentioned within the product details and the product title. We recommend our customers take a complete inspection of the merchandise upon arrival to assure the product meets their standards. Overstock stands behind the quality of our product. If you are not 100% satisfied with your product we provide a 30 day return window. Whenever Overstock received numerous complaints, returns on a specific item for the same reason, we will report these issues to our quality control department for further investigation. Products may be discontinued or removed from site until such issues are resolved. Upon review of our customers order history I found several orders are returned and refunded: [redacted]; for the Brother LX2375 20-stitch Function Sewing Machine with Instructional DVD (Refurbished)  refund amount $50.97, released on 05/29/2014. [redacted]: Janome Marine Magic Basic, Easy-to-Use, 10-stitch Portable, 5 lb Compact Sewing Machine with Free Arm, refund amount $69.99 released on 07/28/2016. A $27.00 in-store credit was used on order number [redacted], for the Brother XL-2600i Electronic Sewing Machine. The amount refunded to Credit account $69.99, in-store credit was returned to the overstock account and all funds returned to the original form on 08/09/2016.The available $27.00 in-store credit was reapplied to order number [redacted] for the Brother JX2517 17-Stitch Sewing Machine with 38 Stitch Function Factory Refurbished, amount of $29.99 returned to credit account available, in-store credit used at the time of purchase $27.00 all funds released to original form of payment on 09/23/2016. Customer has been refunded for the amount paid with Credit account. The in-store credit $27.00 was issued as a courtesy to cover the difference of the retuned item, to help toward the purchase of another item, and will remain on the Overstock account for next purchase, expires on 09/23/2066. Sincerely, Overstock

To whom it may concern, We have confirmed that the customer paid $19.94 when they placed their order. Because the customer returned their order, and the clasp on the DB Designs Sterling Silver Black Diamond Accent Paw Print Necklace was defective, a full refund should have been issued to the customer. In reviewing the customer's order details, we found that there was a system error, and the customer's refund wasn't issued. Therefore, our Pay Support Department has issued the customer a full refund on 12/17/2015, in the amount of $19.94, to their PayPal account. If the customer doesn't see this refund, they will need to check with their financial institution, and verify their credit posting timeframes. Sincerely, Overstock

To Whom it May Concern, Our records show order number [redacted], placed on 11/29/2016, includes one of the Furniture of America Grande 4-Piece Dark Walnut Bedroom Set: Eastern King option, with the Furniture of America Grande Dark Walnut 3-Drawer Nightstand sold separate. Product displayed on...

Overstock is represented with stock photography. Images may include additional decorations, furniture that can be sold separately or in an upgraded set, not all items will be available. The written product description will provide clarification on the pieces included in a set.   The Furniture of America Grande 4-Piece Dark Walnut Bedroom Set, is available in several option, customer has selected the, Eastern King bed. The 4 piece set includes: 1 bed, 1 nightstand, 1 dresser, and 1 mirror. The Furniture of America Grande 4-Piece Dark Walnut Bedroom Set, was shipped with Lodeso under Pro #864511, delivery was confirmed on 1/04/2017. If customer has not received 1 bed, 1 nightstand, 1 dresser, and 1 mirror. Along with the additional Furniture of America Grande Dark Walnut 3-Drawer Nightstand, please contact Overstock customer service at 800-843-2446, or email [email protected]. Sincerely Overstock