Overstock.com

To Whom It May Concern,   We send our apologies for this and any inconvenience.  The customer’s email: [redacted] has been properly disabled from receiving any further emails.  Please allow up to 7 days potentially, for full effect.  Should any advertising emails...

persist, please contact Brandon V. in the Overstock Executive Relations Office.     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.
I sent an email stating that I received the funds back onto my card. We will contact you when we next require your input.There is no action for you to take at this time.    No need for that as again the 149.99 that was removed has been returned to the card. I will never be happy or ever order again fromoverstock.com.  That being said this can be closed at this point and time. thanks again for the assist. Sincerely,
Faith May

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,  Upon listening to the phone calls, Overstock can confirm we have tried to transfer the customer to the warranty line of the manufacturer. Please note that the phone line for the Comenity Capital Bank Store Card is not associated with Overstock.com and is associated with Comenity Capital Bank Due to the order being placed on 04/13/2015, the Customer would need to go through the Limited Lifetime Manufacturer Warranty associated with this item. Overstock is willing to transfer the customer to this department and assist with the IVR to get to the right representative to assist. The warranty contact for DreamLine can be reached at (866-731-8378).  Sincerely, Overstock.com

Complaint: [redacted]
I am rejecting this response because:This email is indicative of the type of customer service rendered by Overstock. The timeline for shipping the item was provided in my email and simply shows that it took 8 business days to arrive from PA, a two-three day point on UPS. Simply stated turn around is suspect when shipping orders. Add to the timeline that replacement item will not be here until January 12th. That would make 16 BUSINESS days before I can use the item I ordered.The crux of my complaint involves exactly what the response highlights, lack of concern after the sale. NONE of my emails were answered which explains the redundancy in my queries. NO effort was generated on their part to resolve this in a timely manner. The shipping of the replacement item had nothing to do with their warehouses, it came from the manufacturer. Who I SPOKE TO TO MAKE THIS HAPPEN. No one from Overstock had contacted them or made any effort to resolve this. Chat person was rude and apathetic and did nothing after stating they would do so. Did not receive a follow up phone call from their parts department once again as stated by their chat person. Actually received no response whatsoever. Overstock could have easily intervened and had this part shipped from a more local warehouse than Canada, person from manufacturer confirmed this, however no effort was made so Prepac followed their process. Simply put customer service made no attempts to determine to either contact me or do anything, other than a cursory glance at issue, to resolve this.The credit card used was theirs. so I did indeed contact the correct financial institution. of course one would have to expend a certain amount of energy and concern to determine this,. Neither of which Overstock cares to do. As with the the entire transaction process once the money was received all concern ended. By the way I sent an inquiry regarding the possible sale of an item and that email response came within 4 hours. Coincidence I am sure.Bottom line this is atypical of the quality of online customers. Their reps are under-trained and  company policy limits their role to merely clearing a queue as no real customer service is provided. Not one word was written to acknowledge the situation being unfortunate nor any apology given. Just further incomplete truths, denial and posturing. Thankfully Amazon is  alive and well and setting the standard for customer service.
Sincerely,
[redacted]

Hello,Our apologies for any issue. This item ships from the Manufacturer and every effort is being made to secure the correct Faucet and have it shipped to the Customer Overnight at considerable expense because of Her Renovation.The Manufacturer has advised that they will be able to ship the Faucet...

Overnight on 03/30/2017 for delivery the following day.The Customer may logon to their Overstock Account and look under "Account Settings" for other considerations. Sincerely, Overstock Customer Service.

To whom it may concern, We thank the customer for providing us with the additonal details regarding their experience. If the customer changes their mind and would like to have this matter reviewed by our Loss Prevention Department, they can call the Loss Prevention Department at [redacted], and request to speak to a supervisor. They are available Monday - Thursday: 7:00 am to 7:00 pm MST, Friday: 7:00 am to 6:00 pm MST, and Saturday and Sunday:
9:00 am to 3:00 pm MST.Sincerely, Overstock

Hello,The customer placed an order for the Madison Solid White Double Sink Bathroom Vanity. This vanity is a threshold item, which means the freight carrier will take it to the customer's door but not inside. If it includes white glove service, it will state it on the product page. White...

Glove delivery is offered with the item on a lot of our products and if the customer contacts Overstock, we can verify if it can be offered for an additional fee. This information can be found under the 'White Glove Delivery Service' section from the link below. https://help.overstock.com/app/answers/detail/a_id/8/ The customer is responsible for the return shipping fee if they return an oversized item for any of the following reasons:* They refuse a delivery without inspection* They miss a delivery appointment* They return a non-defective or undamaged productThis information can be found under the 'Oversized-Item Return policy Overview' from the link below.https://help.overstock.com/app/answers/detail/a_id/2/c/1 On 5/28/2015 the customer contacted us stating that they refuse to pay the return shipping costs. On 6/02/2015 we refund the customer for the order and we issued half of the return shipping costs back to the customer as a courtesy. Overstock paid the other half of the return shipping costs.Thank you, Overstock

Customer had placed an order on 12/17/2015 02:26 AM, for items ORO FORTE 14K Yellow Gold Slip-On Bangles for a total of five ordered. Our customer said that she had not open the items and she was saving them for a special occasion. She has now opened the products and is claiming that the items are...

tarnish and fake gold. We have contacted our distributor and they have verified that the items are not fake and are real gold. On 08/10/2017 she had requested the items be return for a refund. We had inform the customer that her items would not be accepted by the warehouse due to the return time frame. The return policy is listed on our website and the customer has 30 days to return an item from the delivery date for any reason. The return was rejected by our warehouse due to the order being placed almost two years ago. The warehouse has now resent the items back and they are on the way to the customer. Tracking number [redacted] show that the items will arrive on Monday, September 18, 2017 by the end of the day. Sincerely,  Overstock

Complaint: [redacted]
I am rejecting this response because: lost in translation. I NEVER said I didn't comply with previous issues with this item. I never said I had an issue with the past communications and compensations. So to go into all the old BS about what was given wasn't the point. I'm kind of glad they did though because they said we never sent pictures? Not true. We sent pictures I remember taking them and sending them and then discussing HOW they were hard to see... a hole... that wasn't lined up properly with black mesh covering the surrounding areas. So that was a lie. But the whole issue as to why  I even wrote a review was because the chaise bottoming out after 7 months, and I left the detailed review I did because each issue that occurred was because of the terrible construction of this couch. I wanted buyers to know what a pain the whole experience was. I have read reviews before where they talked about the third party shippers and other issues about customer service. That must have been in the past though because clearly they do not allow that now because it probably slowed down sales. And for good reason on  their part. Now no one will know until they end up like us with a piece of junk in their living room. I know there are good companies that stand behind their customers and want to keep their business. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  The fact of the matter is that the trail of emails requesting multiple missing parts or damaged parts shows a lack of quality control. I also communicated with them about the missing hardware that is currently in dispute. They told me if I could try to find the hardware elsewhere that they would reimburse me or send me the parts. I have checked three hardware stores and cannot find the part.  I paid for a complete bed and I do not have that. I have a bed that is out of the box in my bedroom for several months because they will not send a two dollar part. They need to honor their committment which states that they would send the hardware parts out to me so that I can put this bed together. Alternately they need to refund my money. At this point I would pay for the two dollar part that they need to send me. I just want a complete bed so that I can put the bed together.  It has been sitting in my room outside of boxes waiting for the parts to arrive for several months. I have attached a photo so that they can see that I am not trying to scam them out of parts. I don't think my request is unreasonable. 
Sincerely,
[redacted]

To whom it may concern, We have reviewed the customer's account and found that they contacted us on 08/15/2015. The customer emailed us a chat conversation regarding the ABBYSON LIVING Richfield Premium Top-grain Leather Sofa, Armchair, and Ottoman Set.The chat conversation provided to us by the...

customer, states that they were trying to order a "product advertised", for the price of $555.29. The customer provided the following link: [redacted].The customer's email shows that the Customer Service representative was unable to locate the ABBYSON LIVING Richfield Premium Top-grain Leather Sofa, Armchair, and Ottoman Set, and informed the customer that they were unable to locate the item, and that the item was out of stock. Therefore, the customer asked to know why "it is advertised". The agent replied and apologized and advised that we don't have this option available. The email shows that the customer requested for a supervisor to call them and provides their phone number. The chat conversation provided to us by the customer then cuts off and we have no additonal information as to what transpired or how the agent responded to the customer. We have researched and we are unable to locate the same chat conversation that the customer emailed to us. Therefore, the customer was sent a reply to their email on 08/16/2015, and advised that we were able to locate the item and the current price was $1'030.99.When reviewing the link provided to us by the customer, we have found that it wasn't a direct search on the Overstock website, but a search that was performed through Google. A screenshot has been attached as to what we see when clicking on the link provided by the customer. As with any company, Overstock's prices are subject to change. Therefore, when the price changes on our website, it is an immediate change. However, we cannot monitor Google's website to ensure that they have immediately corrected our new listed price. When clicking on the link provided to us by the customer, it shows on Google, several merchants advertising the ABBYSON LIVING Richfield Premium Top-grain Leather Sofa, Armchair, and Ottoman Set, and the price that it is being sold for. The current base price showing that Overstock is selling this item for is $2,310.28. In reveiwing the prices that the other merchants are selling this same item for, we have found [redacted] is selling this item for $3,799.00, and [redacted] is selling this item for $3,615.99. When reviewing the prices of Overstock and the different merchants, it appears that the listed price for Overstock is less than the standard price that this item is being sold for.When clicking on the Google link, we are directed to the Overstock website, and have located the ABBYSON LIVING Richfield Premium Top-grain Leather Sofa, Armchair, and Ottoman Set. This item can be found using the following link: http://www.overstock.com/Home-Garden/ABBYSON-LIVING-Richfield-Premium-Top-grain-...⇄ The current price we show listed on our website is $2,310.28We don't show that the price for this item is or has been listed for $555.29; therefore, we cannot offer this item to the customer for this price. Please note, that Overstock's Terms and Conditions show that "We reserve the right to correct any errors, inaccuracies or omissions on a product page. We reserve the right to rescind our acceptance and cancel your order without penalty in the event there is an obvious and unmistakable error on the product page, in our reasonable discretion.Because the customer has filed a claim that the did see the price on Google's website, for $555.29, and then visted our website expecting to receive this item for the same price, this would be considered an "obvious and unmistakeable error" if such item was listed on our website for this price, as it is clear when looking at the listed price for this item with other merchants that the price is greater than $555.29.If the customer would like to purchase this item through Overstock, they will need to pay the current listed price, and any applicable taxes.Sincerely, Overstock

To whom this may concern,   The customer’s order was placed on 05/03/2017  on order number [redacted]  - 12 Checkers Red and White Tablecloths.   5/6/2017 – The customer contacted Overstock’s customer care asking when their order would ship. The specialists explained to the...

customer that their order would ship within 1-5 business days. There was no delay in this shipment. The customer’s order was processed on 5/3/2017, shipped 5/5/2017 and received on 5/12/2017. Once the order is in UPS’s possession, it can take anywhere from 3-6 business days to deliver. 5/12/2017 – The customer contacted Overstock’s customer care stating that they received 1 out of 12 tablecloths. The specialist that assisted the customer had noted the issue but did not file a claim and did not follow through on their side. This led to confusion regarding the customer’s refund process. This resulted in the customer contacting us again on 5/18. 5/18/2017 – Customer service set up and filed a claim for the 11 missing tablecloths. The claim for the missing product can take up to 4 business days to complete. 5/25/2017 – Customer service emailed the customer notifying them of their refund for the 11 items they did not receive. The customer replied back advising that he had a phone call with another specialist stating that the full refund would be issued. The full refund was not issued because the customer kept the one item he received. 5/26/2017 – We replied to the customer; the customer advised us again that they were told they would be getting a full refund. A customer service specialist replied to the customer asking that they  return the product and then we would issue the full refund. We provided the customer with a prepaid shipping label to return the product. On this same day the customer asked Overstock to review the phone call they had with customer service on 5/12. Customer service does not have access to review previous calls. Customer service only has access to notes and it was not noted that the customer was advised to keep one of the products free of charge. In the customer’s email they claim they were told they could keep the one tablecloth. Customer service then replied back to the customer encouraging the customer to return the product as requested. 6/2/2017 – The customer has been refunded for the last Checkers Red and White Tablecloths in the amount of $28.44. The customer was advised to keep the product as they were told originally. The customer was emailed and informed of their refund and compensation of $25 in-store credit. The requested $200.00 from the customer is denied.   Sincerely, Overstock Tell us why here...

To Whom It May Concern: The customer placed the order on 11/05/2016 The order was canceled per request on 11/07/2016 After research I have found that the customer service agent that assisted the customer was able to cancel the order but did not forward the issue on to our International Department...

to be completed properly. This resulted in the order not being canceled in our system. This was brought to the attention of our International Department immediately today 11/15/2016 and it has been completed correctly. The customer will now see his refund within 3-5 business days in the amount of CAD 288.65.   Sincerely,   Overstock

To Whom It may Concern, On 02/23/2017, the customer processed order number [redacted], for the Nourison Utopia Ivory/Taupe Rug (7'9 x 10'10). Acknowledging customers screen shot of Item number [redacted], in customers cart, the product featured in the cart from the customers screen shot, shows an...

alternative image than the product currently featured on Overstock for Item number [redacted]. I have researched this matter further, finding the Nourison Utopia Ivory/Taupe Rug (7'9 x 10'10), currently displayed, and described accurately as the ”Indulge your fantasies with this collection of striking abstract patterns in muted grays and chromes”, model number UTP05 BEIGE, IVORY. The product featured in the customers screen shot is a Persian design, and is not currently available on Overstock. Overstock has provided an in –store credit in the amount of $75.00 as a courtesy for the situation and product discrepancy. The customer has returned the Nourison Utopia Ivory/Taupe Rug (7'9 x 10'10), Overstock has covered all return shipping cost.  The customers refund has been released in the complete purchase amount on 3/09/2017. Customer is advised to contact their financial institution directly for posting time frames. Sincerely, Overstock

Complaint: [redacted]
I am rejecting this response because: I feel that this isn't adequate to the $490 we paid for the 3 stools. An item, any goods purchased by a consumer have a warranty of at least 1 year. We have purchased 3 separate items from Overstock and all 3 have broken in the same manner, same place. These are poorly made stools that Overstock charges a lot of money for yet will not offer any product guarantee for. 
Sincerely,
[redacted]

Revdex.com:
 Please note that until you contacted this company they continued to have a credit issue to me thru the store, not my credit card. Never was I contacted about needing to provide this information, in fact I have several emails telling me that a check was mailed. I provided a new credit card number and the credit was processed, but not for $599.00. It was reduced to $576.44.  No one can explain why it has been reduced. This is still wrong and they continue to lie. I'm willing to close this case, but Overstock has a terrible reputation now and I will never order from this company again. They need to take lessons from Amazon! [redacted]

To whom it may concern,   The customer placed an order on 06/20/2016 for the Winterial Oversize Outdoor Tent Cot. The customer paid $279.99 for the item.   This item is listed as being sold and fulfilled by a Market Place partner named Marketfleet. Because the order is fulfilled through...

this partner, if a customer has any issues with their order, they are referred to the partner to resolve their concerns. Overstock doesn't have any notes regarding the customer's contact with Marketfleet.   According to our records, the customer did contact Overstock on 06/27/2016, to report that they didn't receive the item that was listed on our website. Therefore, we advised the customer to contact Marketfleet to assist with the return. Marketfleet's contact information was provided to the customer.   We have confirmed that the customer returned the merchandise and a refund was issued to their Visa credit card account, on 06/29/2016, in the amount of $279.99. It can take 2-5 business days for the credit to be posted; however, if the customer's doesn't see the credit, they may need to contact the issuing financial institution to find out their credit posting time frames.   Generally, the customer would need to speak to Marketfleet for assistance in reimbursement for their return fees; however, we willing to make an exception, and to help the customer with the $26.00 return fees, if they can provide us with a receipt. According to our records, our Pay Support Department has contacted the customer on 07/05/2016 to assist in compensating for the return fees. We are currently waiting to hear back from the customer. We would ask that the customer contact us at [redacted], and ask to speak to the Pay Support Department, so that we may further assist them. Sincerely,  Overstock

To Whom It May Concern, Customer order number [redacted], processed on 02/17/2017, for the Julia Mint Green/Gold Wool Hand-tufted Round Area Rug (6' x 6'). It has come to my attention at our supplying warehouse, inventory could not be prepared for shipment. If an order cannot be fulfilled, Overstock...

will notify customer with an automated email, granting a courtesy $5.00 In-store credit. Upon review of customer’s interaction with Overstock Chat representative on 2/23/2017, at the time the order was placed there was an error when customer entered email address. An automatic email was sent on 2/23/2016, to the email entered when the order was originally placed. A $5.00 In-store credit is currently available on customers account associated with order number [redacted]. The Julia Mint Green/Gold Wool Hand-tufted Round Area Rug (6' x 6'), is unavailable. Sincerely, Overstock

To whom it may concern, Currently, the product the customer is interested in item number 15384561, is currently on sale for $101.69. In the terms and conditions of our Overstock.com Store card the 10% offered cannot be combined with any other promotion. Please see the attached screen shot. You...

may also follow this link, the terms and conditions are below and it states this fact regarding the promos not being able to be combined in the first paragraph. ( Link: http://www.overstock.com/storecard?keywords=store%20card&searchtype=Header) The customer contacted us on  1/11/2016 inquiring about the 10% that was not applying. The above was explained to the customer. The customer advised our customer service that she is planning on canceling the card and the representative provided her with the bank’s information to contact them in order to cancel the card. Customers can contact a Comenity Capital Bank Customer Care at ###-###-####. Representatives are available Monday-Saturday, 8:00 AM – 9:00 PM EST, closed Sundays and major holidays. Sincerely, Overstock