Overstock.com

Complaint: [redacted]
I am rejecting this response because: They reversed the tittle of the sofa ,,,,my receipt shows Bonded leather / Polyester material... Second these upgrades they are talking about is "B.S.".. The we got was a email from them telling us the date of the delivery and they would call in the to tell us AM or OM... My wife a good Christians and would never ..never lie about something as bad as they treat us.  We have receipt for a Bonded leather couch  which they did not delver and then told us they had the description wrong and has since corrected and they delivered when we were not home but away at my daughters home.  There customer service even said when I called thew sofa was in the  wear house it can not be on your lawn.. and they mention nothing about their rudeness by the supervisor , for she knew they were wrong and she thought she could bully me, but this is one Christian who will not let that happen.... my only resolve to this is that they find a Bonded leather sectional deliver it and pick their other Polyester couch and apologist for the inconvenience they caused my family .
Sincerely,
[redacted]

To whom it may concern, The customer purchased the Furniture of America Kutty Queen Padded
Leatherette Platform Bed on 03/15/2015. The customer also purchased the 5 Yr Accidental Damage
Plan; which needs to be utilized through a company by the name of Guardsman. Please note that this plan can...

only be utilized for accidental damage and that Overstock only has a 30 day return policy.The customer contacted us on 03/25/2015 and reported that the bed was defective; therefore, a replacement bed was sent. The replacement bed was delivered on 04/03/2015. The customer contacted us on 10/15/2015 and requested that we provide them with information to utilize the "warranty" they had purchased. We did provide the customer with the phone number to contact Guardsman, who handles the claims that are filed, for damaged items. The customer was also provided with their contract number. The customer explained that the bed had broken while they were sleeping.On 11/26/2015, the customer contacted us and advised that they had contacted Guardsman, who wanted photos of the issue that the customer was experiencing. On 11/30/2015, we spoke to the customer, and it was discussed that the item would need to be repackaged. The customer was going to think about the return and contact us back. The customer also chatted with us on 11/30/2015, and we did inform them that the item would need to be repackaged and returned, in order for us to issue a credit. On 12/02/2015, we advised that we would contact Guardsman, and see if there were any other options in filing the claim. We explained that they do have their "own standard process" and that we would see if we could make the process simpler for them. *According to our records, there isn't any additional communication between the customer and Overstock since 12/02/2015. However, we have proceeded in utilizing the Accidental Damage Plan purchased by the customer and an in-store credit was issued in the amount of $[redacted]. We are unable to refund the customer for the price of the warranty as this has been used in order to receive the credit for the bed. The credit has been placed on the customer's Overstock account and will automatically apply the next time the customer places an item in their cart and completes their order. The customer can proceed in disposing of the broken bed. Sincerely, Overstock

To Whom it may concern, It appears that the returned items were all sent back to the same warehouse, when they should have been sent to separate warehouse’s causing the confusion with the warehouse and resulting in the returns not being completed. This is because Overstock has warehouse’s all over...

the country that fulfill our orders. We will work with our warehouse’s on the back end to get the items to the correct locations but in the meantime we have issued credit on all returns that were still open on the order and an email confirming these refunds has been sent to the customer. Overstock

Complaint: [redacted]
I am rejecting this response because: $50 is not a sufficient resolution to my $650 investment in chairs that are physically unsafe for my children! They literally have broken while my children have been sitting on them causing them to fall and even have hit their head on the table as they were falling. 
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. However, Overstocks customer service is sub par and one should not have to fight to receive their money. 
Sincerely,
[redacted]

To whom it may concern,   3/20/2016 – the customer ordered the Jagger 3-piece Corduroy Fabric and Leather Set in Chocolate Two-tone Sofa Loveseat Chair Set. 3/31/2016 – the customer contacted our customer service stating that she refused the shipment because the wrong color of set was sent to...

her. We asked the customer what she received and she stated that she received the chocolate color. The chocolate color is what the customer ordered however she said that she ordered grey. We do not have a grey set on site. Because the incorrect color was ordered, we do require the customer to pay the return costs. Here is a link of our Oversized Items return policy below.   https://help.overstock.com/app/answers/detail/a_id/2/c/1 In reviewing this, the customer was provided with the incorrect return cost. The return cost is $178.00. This case still remains open and our customer service is still assisting the customer at this time.   Sincerely,   Overstock Tell us why here...

To Whom it may concern, Our customer purchased the Heatherbrook Charcoal and Ash Castered Cocktail Table on 09/16/2016. We provide a 3-8 business day shipping time frame. The product is described with materials of : Chinese Fir solids and Acacia and Birch Veneers. Customer contacted Overstock on...

09/26/2016, informing that a wicker table was received. A replacement was requested with upgraded 2 day shipping, with 1-5 business day ship out time frame. UPS was arranged to complete a pick up within 2-5 business days: tracking number. UPS does not have a contract allowing Overstock to arrange pick up appointments, items will be picked up within 5 days within regular business hours.  UPS reports a pick up was complete on 9/28/2016. Replacement Heatherbrook Charcoal and Ash Castered Cocktail Table, was delivered on 10/03/2016, under UPS tracking number: [redacted]. A return is currently in process, a UPS pick up has been set up on 10/10/2016, under tracking number: [redacted]. As of 9/30/2016, a 12% off coupon was offered for the next purchase. If the incorrect item is pulled and shipped or if the item has arrived damaged or defective Overstock will cover the return shipping costs. All items are subject to inspection upon return, if it is found the correct item was shipped, with no damaged or defect, return shipping fees will apply and/or a partial refund may be issued. Please know your refund will be processed within 3-5 business days upon delivery to our warehouse. Sincerely, Overstock

To Whom It May Concern   Overstock provides estimated delivery dates and as an estimate, the item may arrive sooner or later than expected.  The shipping tab on this items states :   Shipping Information: Our standard shipping method is ground shipping. We also offer expedited...

shipping for most items. Your final shipping cost and estimated delivery timeframe will be available at checkout.  In regards to shipping updates, we would not be able to provide any shipping updates, once the item left our warehouse, other than what the carrier provides to us.  We cannot research FedEx records or notes as we do not have access to them.  Overstock would rely on tracking details or information provided by contacting the carrier.    The carrier states that heavy volume on Tuesday, 3/20 was the reason the order was not delivered.  Notes for Wednesday, 3/21 state snow being the reason the item was not delivered.   We do show the order was delivered 3/22 at 7:56 PM.     Since we give an estimated delivery day and this was delivered within a reasonable time frame, we will not be giving any refund for the item.    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]

Complaint: [redacted]
I am rejecting this response because:
I just talked to PayPal once again. Not only did Bongo not release the amount of 43,41 EUR they didn't even respond to my conflict which I opened agains them with PayPal.PayPal just told me, if Bongo would have offered any kind of refund, PayPal would have written to me asking me, if I am fine with that amount and I would have said yes.I am still standing on my point, that I without a doubt, was charged taxes and fees during the ordering process. Bongo just slipped it all unter shipping and handling. Who knows why they are doing this? Never ever have I paid for ordering two shirts and a pair of earrings from the US a total of almost 85 Euros in shipping and handling. As you can see in the attached semi order I placed with the same items I bought up until the payment, the charges for shipping and handling are only 26,18 EUR. No way were those charges three weeks earlier by almost 85 RURWhile placing the order, I was charged all the necessary fees, including shipping, taxes and duty fees because there is no way to get around it (see attached JPEG made from my semi order), when placing an international order with Overstock. And since Overstock guarantees on it's "International Help Home" website, that Bongo will charge all necessary fees so that when the package arrives, no more fees will surprise the customer, the mistake clearly lies with Bongo.Therefore I don't know why Bongo persists that they refunded the amount of 43,41 EUR to me via PayPal, when PayPal clearly does not see a refund towards my account.Sincerely,
Judith S[redacted]

To whom it may concern,Our customer purchased the 14 Karat Solid Yellow Gold Citrine Gemstone Round Prong Set Navel Belly Button Ring, on 10/27/2016. The 14 Karat Solid Yellow Gold Citrine Gemstone Round Prong Set Navel Belly Button Ring, is sold and shipped by our Marketplace seller, West Coast...

Gifts. Due to hygienic concerns West Coast Gifts reserves the right to decline returns, exchanges on body jewelry. Upon communication between West Coast Gifts, and customer, pictures of the 14 Karat Solid Yellow Gold Citrine Gemstone Round Prong Set Navel Belly Button Ring, were requested and received. Upon review West Coast Gifts, determined that the jewelry had been removed from the original package. West Coast Gifts denied the return. We are working with West Coast Gifts, to update the product page to indicate the size of the 14 Karat Solid Yellow Gold Citrine Gemstone Round Prong Set Navel Belly Button Ring.Overstock has extended a courtesy, and will accept the return for and provide a refund. Customer will be provided a prepaid UPS return label Via email, within 24 hours. Sincerely,Overstock

To Whom it may Concern, Our customer placed an order for the Burlington Square Fabric Storage Ottoman Bench by Christopher Knight Home on 12/22/2017. Customer contacted us to cancel on 12/23/2017. Overstock advised our customer that we were unable to cancel on 12/23/17. Customer may return the...

product for a refund by using a prepaid label by calling 800-843-2446 Terms and conditions link: http://bit.ly/2C6xSHD Sincerely, Overstock

[redacted] To Whom it may concern, I asked...

Customer Service to contact Mr. [redacted] today to see if He needed to cancel, return or needed anything further. We apologize to the Customer and hope He enjoys his new furniture.His delivery appears to be for next week. 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.
Thanks for helped me out with this matter guys I pretty sure without your help this could not be resolved.  I got my full refund thanks to you again Revdex.com.
Sincerely,
[redacted]

To Whom it may concern,   This customers order was delivered to the address she had provided when she placed the order. Ups tracking shows this was delivered on 11/29/2017 to [redacted]. The emails customer sent was sent after the items were already delivered to the address she provided.The address was never updated to the UPS Access Point because the original address was never taken out. We cannot issue any refund at this time. If customer can locate the items and wants to return them to Overstock we will issue the refund.   Sincerely, Overstock

Complaint: [redacted]
I am rejecting this response because: you refuse to acknowledge the two customer service chats I had already made, the first chat representative said the same thing about initiating an inquiry into the matter and never heard from you guys again. The second representative I chatted flatly did not care. A good company by now should have investigated themselves why the shipment has not been updated in almost one month and in the least apologized and refunded the money. I do not want the product or the refund anymore and you can keep them both. 
Sincerely,
[redacted]

To whom this may concern,   [redacted]  08/03/2017, Marketplace Seller FOCUS CAMERA-SN 11/6/2017 Customer contacted the seller regarding warranty information and that the laptop wouldn’t turn on. On Overstock’s end, we show that the seller replied to the customer via email stating that...

they have a 90 day warranty with HP. The customer should contact them. The seller replied to the customer on 11/7/2017. 11/7/2017 – The customer chatted into Overstock’s Solutions. The customer advised that the HP wouldn’t assist. In this case, an escalation was bubbled up to our escalations department to see what the customer’s options are since HP wasn’t getting back to the customer or assisting the customer. 11/8/2017 – The customer chatted in the next morning. The customer was advised that they would be contacted by a escalations representative by the end of the day. 11/9/2017 – The customer was sent an email asking for more details on the issues with the notebook. 11/13/2017 – The customer has asked that this matter be escalated to a manager. 11/14/2017 -Overstock has reached out to the warehouse to see what we could do for the customer. The seller advised that we need to have the customer contact them directly at (718)437-8863. This information was provided to the customer on 11/16/2017. 11/21/2017 – The customer chatted in extremely upset advising that they are contacting the Revdex.com. The seller was contacted again by Overstock advising that the customer had reached out to HP, and because the customer contacted HP after 90 days of their warranty, they wouldn’t assist the customer. We’ve asked the seller to assist on repairing the customer’s notebook. The seller advised Overstock that they are unable to assist and that they’ve told the customer this. Since HP and the seller will not assist in this case as the 90 days has lapsed, Overstock is going to move forward with resolution and offer the customer a replacement. Customer was advised that Overstock would keep in touch on 11/22/2017. 11/22/2017 – The customer was contacted at the phone number on file but the voicemail was not the customer therefore Overstock followed up with an email. Overstock later updated the customer’s contact information. 11/24/2017 - Item number [redacted] is what Overstock had in mind to replace with. The customer asked for a 17 inch notebook since that is what they had originally. 11/28/2017 – The product offered is now out of stock. As of 11/29/2017 – the customer has an open incident and Overstock is looking to resolve their issue. This is still being handled.   Sincerely, Overstock Tell us why here...

To Whom It May Concern: I have looked into rejected offer and found that the replacement order in the color blue has shipped and delivered to the customer correct address. The tracking page states: Saturday, 06/17/2017 at 12:59 P.M., and the UPS tracking number was    [redacted]. The package was left at the front door. I also looked into the issue of the tax that was charged for the purchase on Ebay. I found that if Ebay has a legal presence in that specific state, tax will be charged.  A legal presence is commonly a physical presence; however this is determined by the state. It is up to the state to determine how they manage sales tax including online purchases. I recommend consulting with a tax professional regarding the laws for collecting sales tax. Sincerely,   Overstock

Complaint: [redacted]
I am rejecting this response because; of the inaccuracy of what was detailed in the rundown/breakdown of accounts given. Not trying to split hairs, but just getting the facts/record straight here.Yes, on 11/28/2015 I attempted placing an order for the Action M Scooter at $699.99 and I had a 15% coupon emailed to me. I could not get the order to go through period - which was the main reason for my chat, since that was quicker that the hold/much longer call volume Black Friday weekend.Even prior to the issue of the order not transmitting, I noticed the 15 percent coupon was only taking 15% off of the warranty alone and not the M Scooter. This may have been the start of the issue to begin with, since I had just applied for that Overstock Store Card and was instantly approved $750. Since $699.99 + the price of the 3yr extended warranty was going over, that limit, I tried w/o the warranty - which would not be well sufficient and within the limits with some to spare. Still that did not work. It must have been something with their system, because I also have an Overstock Mastercard account on file too with about 3k in available credit to shop. However, the reason I did not initially opt. to use this line of credit instead, is because the system did not appear to be allowing 12 months with payments and zero interest - which it normally does for purchases over $499.  Upon noticing that, I opted to open the new store card to have interest deferred for the year to have time to pay off the M Scooter and its warranty - if I could ever get this order to pass through.That Saturday 11/28/2015 myself and my family slept in a bit later. I woke and say the 15% off coupon and had been looking at this Scooter (and others for a while), upon logging on I noticed there were only 2 available, so I was concerned this item might sell fast, as it was the Black Friday shopping weekend. So, after exhaustive efforts of my own, myself and family growing hungrier, I attempted the first chat - (Kennedy K.) it was one of the slowest chats EVER! I am pretty sure I told him about both the 15% off coupon, but "also" the fact that there was 10% offered for the newly opened card, but neither worked, except for just on the warranty. Either way, with or without, I could not get the order to go through, and, at one point their ordering system requested I verify the number of the new store card. Well, there was no way I could do that, since it was just approved online, and only showed me the last four - digits. Not like I had it for weeks and time to receive in the mail yet. Anyway, we get to the very end, this 1st agent chats about shipping, links - which he initially failed to provide at first, however I told him I fine......aware. He later send a holiday shipping link and insists I click on it.....fine I did - after over two hours with him and almost an hour of trying on my own first, and all of us still waiting for "brunch" to eat something. All was verified, only thing left was for him to submit the payment, and he was applying the coupon of 15% to the whole entire order Scooter & Warranty which was suppose to come out to $653.21 and was sure to go through; yet at that point, it was clicking on the shipping link, which I believe disconnected us. I was soooo frustrated, since I had already been buying other purchases and know about the shipping, and now after going through all of that, more than 3 hours later between us both over this order, two items remaining, if still even there, I now had to start all over again from scratch, and all because instead of opening a new page, for the shipping information, it was switching from our chat page to open up the shipping information, and even hitting the back arrow did nothing to reinstate that current chat ---ALL GONE!., At that point I decided to feed my family and also to eat myself and try again later, if there were any left. When I did another hour or so, same thing.... I then went to [redacted].com and they had the same item for the same price - less the 15% off coupon though. They had 5 left and so I placed the order for 12 months differed interest with payments, no problem....right through. I sent an email to request if they could match the 15% I had with Overstock too. They declined (initially) and then said, I could let them know if I wanted to cancel or keep the order. At which point, I went back onto the Overstock.com site to see if any were still left. Ironically the same two. I figured, before attempting another call or a subsequent long chat again, I'd try one last time to put the order through myself; again w/o the 15% off since that was never working on my own and the previous agent would have taken care of it, or said to call back and it could be done. Even more ironic, this time after hours and hours earlier before, the order goes through, but for just the M Scooter, no warranty, no discounts at all.Remembering I could contact them back and have the 15% discount manually applied to the order total, I decided to write back [redacted].com immediate and cancel my order with them as the alternative option given since not honoring the same 15% off as Overstock. Their response, "Sure Ms [redacted], we'll take care of canceling the order." I then proceeded to establish a new chat to have that discount manually applied, and to also have that warranty added. The next agent Raymond, informed me that he could not add the warranty....after going back and forth for a little explaining the hours of issues and difficulty, getting disconnected etc....then the other order, canceling that, and back to this...he said he'd forward this over to the warranty group; and at first he quoted me the full warranty price, not including the 15% off, which I corrected him on.. At that point I asked him if he could make a request to see if they/the warranty folks, would be willing to cover the cost of the warranty for the 3 extended years due to all of the issues I had over this order. He said he would put in that request, and he gave me a turn around for getting a response from that group, and from the first chat I remember when the order would be shipped out, next business day/Monday.Monday,11/30/2015 - I saw that nothing was happening, the order was still sitting in pending and nothing further had been processed. So on Tuesday, 12/01/2015 I initiated a new chat. This was after all business day number two, no word on the warranty, and no change from the pending order to being processed, and no adjustments yet to the price in the system, and I am not referring to when it is seen on the bank side, but the fact that it reflects almost instantly in the Overstock website....I know because I have placed many orders over the years, and well over 90+% of the time the discounts never come of, or not the full amount anyway. I rarely ever bother calling in or chatting, but for $699.99 and the fact I could not get the order through, I did that time. So I inquired with Pat - the chat rep, this time....she gave me updates that about seeing the warranty request, but for the order, it would not go out until the end of the next business day. I was surprised because that would now be the end of business day three, almost day 4 and not in fact the next business day as originally told. Meanwhile, in the time that I had been waiting for updates, or something to change with the price adjustments in the Overstock system etc.... I had receive an email from [redacted], that there was an error in trying to cancel my order and it has gone through. They were now telling me that because I have been a long-time valuable customer (year I spend way too much for years - translation, especially this time of year), they would now match the Overstock price plus an additional $10. I told them that it was too late,because I have placed that order and it would not be fair, when they weren't originally matching it until this happened. I advised Pat of this, and that I would have that order tomorrow, before the Overstock one even does out. I suggested it might in fact be a good idea to cancel the Overstock item, since it was still pending and had not shipped out yet, and now [redacted] was matching the price plus an additional $10, I would not have a warranty though covered, so, if that as being done at Overstock and honored in that request, that might be worth the wait of the additional week, and later than the time-frame originally told to me. Then Pat confirmed that I would be getting the warranty covered too and that information would be coming in the email still 1-2 business days from when originally told. Okay, I agreed to keep the order, considering, plus I believe she gave me indication that although it had not been processed to go out yet, it might be too far in the process to change.Around Wednesday 12/02/2015, the [redacted].com Order arrives. I was not here to refuse it. They now want to offer me a few more options. Of course since it was their error, they would be paying for the return shipping, however they now wanted to also include the warranty so all things would be evenly matched there, plus an additional $45. By this time, I see a credit of $100 dollars was finally applied and the Overstock order was on its way out, but not only was the order short $5.00 credit (for the full 15% off, but the warranty was being billed in full, no discount and not being "taken care of" as Pat had confirmed). I decided to call in this time, and was finally able to get the warranty squared away.Monday 12/07/2015 I write in again about the missing $5.00, this time in a chat with Jordan. He offers to credit the $5.00. I am growing more annoyed at all of the repeat chats I have to be making, especially after how this all began, and now these were all documented issues, that not even Overstock, can deny, or has. At first Jordan appears to be helpful and sympathetic to my plight surround issues of this order, and then he seems to vanish and become slow to answer or respond. What, another system issue? I don't know. About the time he slowing begins repeating the same stuff that someone will get back to be, after initially saying he'd be more helpful and "Please give us another chance to demonstrate exceptional customer service..." at which point he basically seems to disappear an ignores me thereafter, then in the end, eventually says someone else will be getting back to you again soon tomorrow with a resolution. As I had expressed to this agent, earlier in the chat, I was growing weary and also leery of their arriving shipment, especially since I was still short a $5.00 credit, and with the extra $45 [redacted] was now offering me to keep the package that as still here (at the time), I would be saving an additional $50.00 on this item and I felt more confident what whenever [redacted] says they will do something, it gets done, and when they say it will, or, they will correct it, generally without you even making any request. I did not want for the Overstock item to come, and end up with the short end of the stick, if they were not going to even add the last $5.00 at that point.At that time, I had it..... as I said in the last chat to that agent, I would be writing the Revdex.com - as you can see I did. I do not make idle threats... I did not want to return [redacted]'s and not get what Overstock had promised, because they have to be constantly reminded. At this point of now having to email, I have lost count at this point of all of the hours that have gone into chatting, calling, and now emailing, not only Overstock, but now also the Revdex.com. I decided to as if Overstock would also consider countering [redacted]'s latest match offer. Yes, I realize this now seems as though I was turning this into a bidding war, but honestly, after all of that back and forth, that much effort was beginning to turn into "work" and for something I am putting up my money for, and not the other way around. So, yes, I had no problem asking. Now from an email I had sent on 12/05/2015 - on 12/08/2015, I was finally getting a reply. This email by Brenda B., in it she apologized that previous agent (and also several before that, I would like to add) did not in fact add that additional $5.00 off to complete the 15% off, and that she was doing that now. Now, only a $45 difference between [redacted], she said should could not match their $45 extra off, but could extend another 5% off which would be another $35.00, or set up a return for me, but just reply to her email. I replied immediately, and said that would be fine, provided the Overstock item did in fact come in that day, which was the latest promised made. Also provided I did see the $5.00 credited this time, plus the additional $35 she proposed that I just accepted, and no more delays or anything else...Next day 12/09/2015 after hearing nothing back, and not seeing any updates in the Overstock account online - changes again that reflect almost immediately when done, not referring to the bank's posting of credits. I replied again to that previous email, and stating that those discussed credits were still missing after I had replied back instantly to her first email. I asked if she could please correct, so I do not have to keep sending emails? I then later that day on the 9th (yesterday) receive a reply, apologizing for "that delay" and that she had been in a meeting and just got back to her email and had applied that last discount now. When I checked, it was there this time, and it only took 10 days to complete the very first promised 15% off..... yet they wonder why I grow impatient each time they told me something, after all the delays and things that were not honored even after several follow-ups thereafter!!!!!! Ironically, before I could even reply to her to than her, (not only busy with other pressing matters, I do have a life outside of this order; one however that seemed to be taken over "temporarily" but this whole.....),  I received one more - "generic" response from some one unknown; I suspect, now in response to this Revdex.com complaint....now saying, "Thank you for contacting Overstock.com Customer Care.We believe that we have resolved your inquiry. However, if it has not been answered to your satisfaction, you may reopen it within the next 7 days."I then noticed the Revdex.com Business response...hmmm.... So these are my updates...and yes, finally, this does seem to have been corrected. Was it a satisfying experience, no, not in the least. I felt like I was constantly begging, and for things I was told would be done. If I was going to keep wasting more time making contacts to push them through, then of course I did not want to pay anything more than I would of had to elsewhere, with far less grief. In the end, I really wish I would have just kept my first order with [redacted], discount or not being matched, because with all I had to endure to get to this point, it was not work all the time and aggravation, and that is something I soon won't forget. Now, don't get me wrong, I am not saying that I won't ever shop here again with Overstock, but it better be a darn good deal, and then they will still likely be a last resort, unless I cannot find a better offer elsewhere. Yes, there were some helpful people, but overall, the service and speed was deplorable! I know it is the holidays, as it is everywhere and some things can be excused or overlooked, but not Overstock....this was something else and they may want to make a note of things and step up their standards a bit. Most customers/consumer, will never take this amount of time to provide even a fraction of the albeit length feedback that I have given them - and for free. My consultation and parting advice/suggestion for them, if they are truly wanting to build a more loyal and consistent customer base.
Sincerely,
[redacted]

To whom it may concern,   8/4/2016 – The customer contacted us via online chat regarding their order for the SIGNAL HILLS Knightsbridge Tufted Nailhead Chesterfield Daybed and Trundle. The customer advised us after one night of someone sleeping on it, the bed broke at the frame. The customer...

advised that the frame was cracked right in half. We tried to get the part name or number from the manual however the manual unavailable. We confirmed with the customer that it was the frame of the bed. The sides, back and trundle bed are in good condition. The issue was only the frame. We advised the customer that we are escalating to the parts team to check the availability of the parts and that these requests can take 2-5 business days, however they would receive follow up within 1-2 business days. The customer then asked if they could return the item for a refund. Customer service advised that we can allow a return for a refund, issue parts which in this case would be the bedframe. Otherwise, we could issue a full replacement. After the issue with the frame was addressed, the customer asked about a price drop with the item. At the time, the current list price is $449.49, but by July 25th, it was listed at $330. The product was out of stock at the time and we cannot match the price for the item being out of stock. Also, we have a 7 day timeframe to honor the price changes after the order was placed. The 7 day timeframe had lapsed at the time of the customer’s request. The customer advised that she would like to hold off on the parts request until she speaks with her husband because they may want to return it instead. The customer got back with us later this day stating that they will go ahead with the parts request. The parts timeframe was reiterated to the customer. The customer asked that if they attempt to fix the bed and it doesn’t work out if they could return it. The customer service agent stated yes, we would honor the return. 8/5/2016 – Our warehouse provided assembly instructions so the customer could point out which part is needed. 8/9/2016 – The customer reached out to us for an update. The customer also advised that they found another broken piece of the bed, a leg. They did also state that they still did not want to return it at this time. The customer service agent went fourth with asking for part(s) numbers which the customer still did not have access to. It does not appear at this time that the customer has been provided with the instruction manual. This chat was disconnected and then reconnected with another agent that had to go through the issue with the customer once more. The matter was explained again and we are still trying to obtain an instruction manual however we did have the instruction manual attached to the customer’s account by our warehouse. This was clearly an oversight from our customer service. 8/11/2016 – The customer has been contacted by the parts team and provided with alternate resolutions. Since the product is out of stock, we offered the customer $70.00 to keep the bed as is. We offered the customer a free Club O membership with $80.00 in preloaded rewards towards future purchases. We also offered UPS to pick up the product and return it for a full refund. We do also advise the customer that we can ship a full replacement. At this time, the customer has not gotten back with us regarding the resolution. The issue remains open and we do plan to assist the customer to the best of our abilities. Regarding the customer’s pending review, we reserve the right to not post your review if it contains any of the following types of content or violates other guidelines: •Obscenities, discriminatory language, or other language not suitable for a public forum. •Advertisements, ?spam? content, or references to other products, offers, or websites. •Email addresses, URLs, phone numbers, physical addresses or other forms of contact information. •Critical or spiteful comments on other reviews posted on the page, or their authors. •Shipping, packaging, or returns specifics. In addition, if you wish to share feedback with us about product selection, pricing, ordering, delivery or other customer service issues, do not submit this feedback through a product review.   Sincerely,   Overstock