Overstock.com

Complaint: [redacted]
I am rejecting this response because:These fantasy accounting techniques are the reason I've disputed ALL charges in question with my banks. Clearly the Revdex.com cannot assist Overstock to be a company to do the right thing. Please explain your fishy billing techniques to my bank. I'm sure they will enjoy this as much as I have. Please show me in your terms that I have agreed to a price and then agree to an amount less than that as a refund. I'm sure someone with your "world renowned customer service" can explain this so some it like me can get it.
Sincerely,
[redacted]

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

Upon review, I feel the customers complaint is miss directed. Overstock is an online retailer, supplying merchandise to our consumers. When an item is shipped the merchandise is in the mercy of our carrier. Overstock must rely on and relay our carriers policy and procedure. Overstock has issued a full refund to the customer for purchase order [redacted]. Please advise if further action is required by Overstock.Your review of this complaint is appreciated.Sincerely, Carrie G.Social Media Associate / Executive RelationsCustomer Care  CONFIDENTIALITY NOTICE: This message is intended only for the use and review of the individual or entity to which it is addressed and may contain information that is privileged and confidential. If the reader of this message is not the intended recipient, or the employee or agent responsible for delivering the message solely to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify sender immediately by telephone or return email. Thank you.

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, The customer has recently contacted us to advise that they didn't agree with the options provided and that they felt an additional price adjustment should be made on this item.We have responded and requested that the customer provide us with pictures showing the item received. Once we received the pictures, they were reviewed and it was determined that we would assist the customer with an additonal $430.00 refund. The refund was issued on 12/30/2015 to their credit card account. If the customer doesn't see the credit, we suggest that they contact their financial institution, and verify their credit posting timeframes. Sincerely, Overstock

To Whom It May Concern, Order number [redacted], processed on 04/09/2017, for the Paula Deen Home Round Pedestal Table Complete in Tobacco Finish. Our warehouse has provided signed documentation showing the Paula Deen Home Round Pedestal Table Complete in Tobacco Finish, was shipped in two boxes...

under trax#: [redacted]. A Dock search has been conducted with our carrier; the table top has not been located at this time. A refund has been released to the customer’s original form of payment on 5/22/2017, in the full amount. Overstock will not ask the customer to return the table base, customer is welcome to dispose the piece in their possession. Sincerely, Overstock

To whom it may concern, Per the Customers documentation. The Customer contacted the Overstock Chat Line on 12/17/2017. They provided a Screen Shot and were advised by the Representative that the offer was for the 16th and before, and that it would not be possible to receive the Couch before Christmas without additional charges.When the Representative asked for the Order Number the Customer advised they had "not placed the Order" because they would not receive the Couch until the 27th per the information provided in the online catalog.The Representative made it clear to the Customer before the Customer placed the Order that they would not receive the item before Christmas several times during the chat and the Customer asked for the Agent's Supervisor. The Supervisor reviewed the information and researched the issue and came to the conclusion the item was not eligible for "Arrival by Christmas."The Supervisor provided a link to the Customer showing the Current Advertising advising them again delivery by Christmas was no longer offered. They provided theInformation that Shipping was Free, however, the item would not arrive until after Christmas.The Order was not placed at that time and the Customer was advised several times by both the Agent and their Supervisor the Couch could not be shipped free and delivered by Christmas.The Customer placed the Order after Chatting with (2) Representatives, who advised them the offer had expired and with the knowledge it would arrive after the Holiday.No promises were made otherwise. The Customer placed the Order on their own after being advised of the after the Holiday time frame.Our customer was not charged for any shipping expenses (View attached customer invoice) and the Couch was delivered before Christmas on 12/23/2017 to the customers garage. Tracking link provided: [redacted]Overstock will not be issuing any reimbursement for this purchase. 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]

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, 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,   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, 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, 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

[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

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

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, 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

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 for the Super Soft Solid Deep Pocket Easy-Care Sheet Set with Oversize Flat and the CHI Miss Universe 2-ounce Morings Oil on 08/11/2015. The total of the order was $53.14. The customer had an in-store credit, in the amount of $40.00; which...

was used when placing the order. Therefore, the balance after the credit was used, came to $13.14. The customer paid the remaining balance using their Visa credit card account. The customer's order was shipped out on 08/12/2015. They received the oil on 08/17/2015 and the sheet set was delivered on 08/19/2015. The customer contacted us on 08/19/2015 and reported that they received the wrong sheet color sheet set. A return was set up for a refund, based upon the customer's request.The customer returned the sheet set on 08/21/2015. The item arrived back to our warehouse on 08/28/2015. The customer contacted us on 08/31/2015, to inquire about when she should expect to receive the $40.00 credit she used, and the $13.14 refund that was charged to her credit card account. On 09/01/2015, we advised the customer that as the item was received back on 08/28/2015, the refund would be issued within 3-5 business days. On 09/05/2015, the customer contacted us, as they hadn't seen their refund, and the timeframe for the refund to be completed had expired. The customer expressed their frustration and concern that the credit hadn't been issued.On 09/08/2015, the return was completed, and the refund issued. The customer was notified that the refund was issued via email. As the customer still had the oil, a refund was issued for only the sheet set, in the amount of $13.14, to their credit card account, and the difference of $37.21 as in-store credit to their Overstock account. The customer was refunded for the exact amount used back to the same payment method used.The customer contacted us again on 09/10/2015 to express their dis-satisfaction on the customer service received. We apologized for the customer service received as our goal is to provide everyone with an excellent shopping experience.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...