Overstock.com

To whom I may concern, Regarding order number [redacted], for the HP Officejet 4650 Inkjet Multifunction Printer - Color - Plain Paper, shipped with Fed Ex tracking number: [redacted]. Our carrier notes on 12/10/2016: Delivery refused - Unable to deliver shipment - Returning to shipper. A call was placed to our customer on 12/13/2016 a voice message was left followed by email correspondence, asking our customer to contact Overstock Customer Care to discuss an appropriate resolution. On 12/20/2016, a specialized representative has contacted our customer to discuss a resolution for order number 182716738. A voice message has been provided followed with an email. Customer is welcome to call 800-843-2446, or respond directly to the email. 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]

To whom this may concern,   Overstock’s customer service does not have the ability to guarantee our merchandise that comes and goes on the website. Overstock deals with liquidated items therefore again we do not know if and when an item will be back in or if it ever will be back in stock. This...

is outlined in our Terms and Conditions: https://help.overstock.com/app/answers/detail/a_id/63/session/L3RpbWUvMTQ3MzUzMj...⇄ under PRICES, AVAILABILITY AND ERRORS. Because of the limited stock that we have, the purchase is first come first serve. At this time, we do not expect to have the Retro Glitz Quatrefoil Queen Canopy Bed back on our website. If for some reason a customer returns the bed and it is still in its new and unused condition and we can resell the product, then we may load the inventory and the customer will be notified via email once that is done. This still is not a guarantee. Sincerely, Overstock Tell us why here...

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 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, 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

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, Order number [redacted], for the South Shore Versa Nightstand: Weathered Oak (quantity 2), and  South Shore Versa Dresser : Weathered Oak, was processed on 03/02/2017. Overstock records order was processed with the information entered at the time the order was placed. ...

Overstock stands by the quality of our merchandise. Through multiple checks and balances items will leave our supplying warehouse in new and unused condition. The customer’s order merchandise has been shipped with UPS: South Shore Versa Nightstands, tracking number: [redacted]. ·         UPS has requested an address update, reporting potential delay pending requested information. ·         It is recognized that the South Shore Versa Nightstand, have been delivered on 03/20/2017. The customer contacted overstock reporting damage on 3/27/2017. ·         Overstock has begun processing an immediate replacement, order number [redacted]. It may take 1-2 business days to prepare, tracking will be provided via email. Customer may check the status when logged into their Overstock account.   South Shore Versa Dresser , tracking number: [redacted]. ·         UPS has requested an address update, reporting potential delay pending requested information. ·         Package is in transit, returning to sender. A replacement was process on 03/15/2017, under order number [redacted].   Considering the customers experience, Overstock is happy to extend a courtesy in the form of $50.00 In-store credit. When logged into the Overstock account associated with the customer’s order, in-store credit will automatically apply.   Sincerely,  Overstock

To Whom It May Concern,   Consumers first order was placed on 10/08/2017, Customer Service intercepted on 10/12 and a full refund was issued same day.   The second order was placed 10/09, the whole order was returned and refunded on 11/10/2017, we did not refund the shipping cost since it’s a buyer’s remorse return.   A Third order placed on 10/10, was returned also due to buyer’s remorse and a refund was issued minus return shipping.   Also, a Fourth order 10/13 was returned for buyer’s remorse reason and refunded without the return shipping.   According to the billing information on the customer’s account, the consumer has been fully refunded for all the orders returned including manual refunds issued as exception for the shipping cost. No extra charges have been requested.   Sincerely,   Overstock.com

To Whom It May Concern: Order #[redacted] for the Graco Matrix 4Ever All in One Car Seat purchased on 06/02/2017. When you click on the Shipping & Returns tab it states that it will leave the warehouse within 1-5 business days. When you are placing the item in your cart there is an option to...

enter your zip code and receive an estimated delivery date which shows for this zip code 3-8 business days to deliver. I checked into this issue and found the order did ship on 06/05/2017with UPS under the tracking number [redacted]. The tracking page shows the item was left at the customer’s front door: Delivered On: Thursday, 06/08/2017 at 1:02 P.M.  A trace was set up in our system and sent to UPS for the delivered and missing package. On 06/15/2017 a replacement order was created and it shipped on 06/16/2017 under UPS tracking number [redacted]. The package is showing an estimated delivery day for Wednesday 06/21/2017. Below please find the link to track this package: [redacted]  Sincerely,  Overstock

To whom it may concern,   Customers order was placed on 8/20 had shipped out late on 8/22 and was delivered on 8/24. This was a fast delivery as the product had shipped from Tennessee to Florida. Late on 8/24 Overstock received notification that some pieces were damaged and that we would need...

to send them out. Our Supplier notified us on 8/29 that this order for replacement parts would be placed and that tracking information would be available shortly. On 8/31 the supplier had posted the tracking information shortly after this complaint was filed. The tracking information shows it’s on its way and has a scheduled delivery date of 9/6. Overstock is more than willing to set up a return for a full replacement or refund if the replacement parts do not correct the issue.   Sincerely , Overstock.com

To whom it may concern, Customer ordered the Safavieh Sarah Navy Tufted Settee, on 10/08/2016. The Safavieh Sarah Navy Tufted Settee, shipped on 10/11/2016, with Fed Ex tracking number: [redacted],to the shipping address entered at the time of order: Caribbean Connection, at [redacted]...

[redacted] According to Fed Ex record the package arrived at the shipping address on 10/14/2016. Overstock received customer’s parts request on 10/23/2016, for the left arm rest. We have received photos. Our warehouse does not have spare parts for the Safavieh Sarah Navy Tufted Settee. Following normal procedure, on 10/24/2016 our warehouse has offered a full replacement, and free return from the shipping address entered at the time of order. As an alternative resolution Overstock has offered one of the following to help satisfy our customer: 1. We can offer a partial refund to compensate our customer to keep the item as-is. We would like to offer also a free year of Club-O ($19.95 value) along with $70.00 in Club-O dollars. 2. OR a partial refund of $50.00 back to the original form of payment. 3. We can initiate a return for a full refund. 4. We can send out a complete replacement for the item from which the customer can take the needed replacement parts and return the rest using a free return shipping label. Our customer rejected to accept an alternative resolution. Overstock is currently working with our warehouse to pull apart an existing Safavieh Sarah Navy Tufted Settee to provide the needed left arm. Customer can expect a contact before the end of the day. Sincerely, Overstock

To Whom it may concern, Our customer purchased the Serta Extravagant Firm Full-size Mattress Set 9/02/2016. Serta offers a 30 day satisfaction guarantee for a full refund with the acceptation of the restocking fee. Home Direct MXD reports delivery on 9/23/2016, under pro [redacted]. Customer...

contacted Overstock on 8/28/2016, with photos of the delivered product. Customer has advised the Serta Extravagant Firm Full-size Mattress does not provide the support expected. Proceeding to pin point the variation in the stitching pattern. We received images of the Law Tag, from our customer on 9/08/2016. Our warehouse has confirmed on 9/15/2016 the Law Tag indicated the item shipped matches the product sold for the listed model. I have personally reviewed the images on Overstock product page, in comparison to the images provided by our customer. We have requested photos from our warehouse to display the exact model on our product page, helping to assure our customers can make purchasing decisions based on visual satisfaction. A call was provided to our customer today, a voice message was provided as well as email. Our customer will not be held responsible for return cost of restocking fees. Sincerely, Overstock.com

To Whom It may Concern, A full replacement of the Baxton Studio Amara White Modern Bed, in the Queen Size Bed-White option, has been processed and shipped under order number [redacted], on 02/10/2017. Our Supplying warehouse has been provided corrective coaching as the shipment with UPS tracking:...

[redacted], was not upgraded with the 2 day air shipment requested at the time replacement was processed.  UPS has advised Customer’s replacement Baxton Studio Amara White Modern Bed, in the Queen Size Bed-White option, is on the truck for delivery today 2/17/2017. Overstock currently has an open case with customer. A refund compensation of $75.00 has been credited to our customer’s original form of payment. Customer can expect follow up to help assure satisfaction. Sincerely, Overstock

To whom it may concern, The customer purchased the DB Designs Sterling Silver Black Diamond Accent Paw Print Necklace on 11/24/2015.On 12/01/2015, the customer initiated a return for their order. On 12/10/2015, the customer contacted us to confirm the status of their refund. We explained that the...

order was still in transit back to us, and that a refund would be issued once the item arrived back to our warehouse. On 12/12/2015, the order was delivered back to our warehouse. The customer contacted us regarding the return status. We advised that the refund would be issued within 3-5 business days from when we received the item back to our warehouse. On 12/16/2015, the warehouse completed the return, and issued the refund. The refund was in the amount of $16.99 to the customer's PayPal account. Generally, it will take 2-5 business days for the credit to post to their credit card account. Therefore, if the customer doesn't see the credit, they will need to check with their financial institution for their posting timeframes.Sincerely, Overstock

To whom this may concern,   Overstock has been, and continues to be, willing to issue a full refund to the customer once the customer returns the product at issue.  The customer is not entitled to receive more than a full refund.  When the customer purchased the table on Overstock.com, the customer agreed to be bound by Overstock’s terms and conditions, which provide in pertinent part as follows:   DISCLAIMERS AND LIMITATIONS OF LIABILITY We do not warrant the accuracy, integrity, or completeness of the Content provided on the Site, or the products or services offered for sale on the Site. . . . You expressly agree that your access to, viewing of, browsing, visiting or use of the Site is at your sole risk. . . . we are not liable for any direct, indirect, incidental, special, or consequential damages (including but not limited to lost opportunity costs, purchase of replacement product/s, and/or time of assembly) arising or resulting from your receipt of incorrect or incomplete product/s that you received as a result of a purchase on the Site.. https://help.overstock.com/#!/answer/63   Overstock did not abandon the table, and contrary to the customer’s assertions, the table is not abandoned property under Utah law.  If the customer would like a refund, the table will need to be returned.    Sincerely, Overstock Tell us why here...

[redacted]9/13/17 To whom it may concern, When the Ring was returned to the Distributor, the Distributor failed to return the item to the Customer in the Time Frame discussed with Her. We attempted to contact the Distributor about the issue for return tracking.A shipment had been arranged by the Distributor with UPS, however, the Distributor never provided the Necklace to the Carrier. The Distributor failed to provide updated tracking. The customer requested Her purchase price be refunded and Overstock provided the Refund in Full.  We consider the matter resolved at this time. 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 acceptable to me. Now it’s been five days since I placed my order and r still hasn’t been shipped. If it doesn’t get shipped by next week I’ll be cons in general customer service again because their order sent to warehouse can’t cancel is completely untrue considering how long it takes to actually ship the order. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Once again, Overstock pretends to have zero comptehension skills. I have attached two emails from UPS stating my packages are ready to be picked up from the UPS Store at [redacted] [redacted]. Why, tell me, would I choose a residential address [redacted] as a UPS Store for pick-up? Not to mention, choosing a pick-up is from a preset menu on the UPS website. It only shows UPS Stores. 
Sincerely,
[redacted]

To whom it may concern,  The customer placed an order on 12/16/2015 Gold Sparrow Tampa Onyx Convertible Loveseat Sleeper. The order was delivered to the customer on 01/05/2016.The customer contacted us on 04/25/2016 and explained that they had an overnight guest for the first time and that the...

foot of the item doesn't lie flat when using the item like a chaise lounge. Consequently, the customer was informed that there wasn't any warranty, and we would need to look into and see what options were available.  Because the customer had the item for almost five months, it was determined that we could offer the customer a discount or Club O Rewards that they could use on our website. The offer was presented to the customer. The customer contacted us on 04/28/2016, to discuss the offer. Because the customer did not find this to be an acceptable offer, we explained that we could issue a $200.00 discount to help with the repairs of the item. We located a repair center close to the customer and provided them with this information. The customer was also offered the option to return the item and it was explained that they can return this as a late return, but with these they are subject to a partial refund, which is determined by the warehouse once the item is received and inspected. The customer chose to have the $200.00 discount issued but advised that they were not satisfied that the resolution would be sufficient in fixing the problem. The $200.00 discount was issued to the customer's Visa credit card account on 04/28/2016.The customer also requested to speak to a manager in regards to their experience with the order. Therefore, the customer was contacted by a manager, and we requested pictures, to see if we may be able to look into more compensation. The customer provided pictures and advised that the $200.00 wouldn't be sufficient to repair the item. The customer was offered an additional $70.00 refund to keep the item as-is. We advised that if this was not acceptable, we could proceed with a return for a replacement. The customer confirmed that they wanted to accept the offer to proceed with a return. Because the item is an Oversized Item, we advised the customer that the request would need to be forwarded to our Oversized Items Department. The customer replied that they no longer wanted to chat about this and wanted the highest level supervisor to assist them in getting either their money back or for the futon to be replaced at no cost to them. The customer was advised that they would need to call ###-###-#### to reach a supervisor regarding the matter.The customer called in and spoke to a supervisor. The supervisor informed the customer that due to the amount of time that has passed, we can refund them in full as an in-store credit, if they could find a comparable item. The customer was able to locate an item that they would like to purchase. Therefore, we issued in-store credit towards the purchase of the item. The customer used the in-store credit towards the purchase of the item they decided to purchase. Consequently, we deleted the remaining in-store credit of $195.71, and issued a refund in the amount of $195.71 to their Visa credit card account. The refund was issued on 05/11/2016. The customer should allow 2-5 business days for the credit to be posted; however, if they do not see the credit, they may need to verify the credit posting time frames with their financial institution. If the customer needs any additional assistance with this, or any other matter, we would ask that they give us a call at ###-###-####. Sincerely, Overstock