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

Revdex.com:
I would like to reject the offer of Arbitration for complaint ID [redacted].The problem was solved two days ago. Bongo did refund me the requested money. Thank you so much for your involvement.
Sincerely,
Judith S[redacted]

To whom it may concern, The customer placed their order on 11/24/2015 for the Beautyrest Recharge Issa Plush Queen-size
Mattress Set. The customer placed the order on their own; without any assistance. This item is listed as an Oversized Item. Therefore the Oversized Item Delivery Policy applies...

to this item. This means that the order can take 1-10 business days to ship out and 1-4 weeks to deliver from the ship date. Based upon the customer's purchase date, the order would need to ship out by 12/09/2015. The order shipped out on 12/05/2015. Based upon the shipping date, the order would need to be delivered by 01/02/2015.The Oversized-Items Returns Policy also applies; which means that the customer is responsible to pay the return shipping fees if they return an oversized item for any of the following reasons:You refuse a delivery without inspectionYou miss a delivery appointmentYou return a non-defective or undamaged productIn reviewing the listing details for this item, we also see that this is a custom-made item and that it has the following disclaimer: Please Note: Orders for this custom-made item cannot be canceled. When an order is placed for a custom-made item, production is started immediately by our supplier, and we cannot cancel the order.On 12/04/2015, the customer contacted us and requested to cancel their order, as it was taking too long to ship out. The customer was advised that the order was already being processed but that we would forward the request to cancel the order and that they would be contacted via phone or email within 1-2 business days.On 12/07/2015, the customer contacted us to notify us that he received an email that the order had shipped out, and that it was supposed to have been canceled. The agent apologized that the order wasn't canceled and explained that we cannot guarantee that an order can be cancelled. We agreed to see if we could still cancel the order as the order was just showing as picked up. A request was sent to the warehouse to see if we could still cancel the order. On 12/08/2015, we contacted the customer and explained we were waiting for a response on our cancellation request, and would follow-up once we had an update. Later that day, the customer was emailed, and advised we were unable to cancel the order; however, once the item was delivered to the customer, they could set up the return for a refund.On 12/09/2015, we received notification from the carrier, that the customer refused to accept the delivery of the order. Therefore, we contacted the customer and advised that due to the nature of the return, they would be responsible for return shipping fees. The customer was notified that the return shipping fees were $150.00. We requested that the customer confirm if they would like to proceed with the return. On 12/10/2015, the customer contacted us, with his bank on the line. The bank reported that the customer had notified them that he was waiting for a refund and hadn't seen the refund. We explained that there was a cancellation request, but that we were unable to cancel the order.On 12/10/2015, the customer contacted us and advised that they had tried to cancel the order and that no one was able to assist them with the request. Therefore, they had filed a dispute with their credit card company. The customer stated that they wouldn't be paying the return shipping fees. **We have reviewed the details and see that this custom-made item couldn't be canceled and was shipped out. As a result, the customer is responsible for the return fees, as they are refusing the delivery without inspection and they are having a non-defective / undamaged product returned. Consequently, we have spoken to the agent that is assisting the customer in this matter, and they have informed that they will be making an exception, and waiving the return fees. The customer should receive this information today, 12/10/2015. The refund will be issued to the customer once we can confirm that the order has been intercepted and returned.Sincerely, Overstock

To whom it may concern,  The customer purchased the King-size Tommy Bahama Map 3-piece Quilt Set on 03/05/2016. The customer paid $46.55, using their Visa credit card account, and redeemed a $30.00 in-store credit that was available through their Overstock account.  According to our...

records, there wasn't any contact from the customer prior to the purchase being completed.  On 03/09/2016, the customer contacted us and advised that they chatted in prior to making the purchase and that the item was confirmed as 100% cotton, and that the item received was 80/20 polyester. The customer explained that during the chat conversation, they were offered free return shipping if they didn't receive an item that was 100% cotton. In addition, the customer requested in-store credit for the "loss of time, value and quality". When the customer's account history was reviewed, we were unable to find record of the chat conversation that was mentioned by the customer. We explained that the product page clearly mentioned that the product is 60-percent cotton/40-percent polyester, and that we didn't have any record of the previous chat that was mentioned by the customer. Therefore, the customer would be responsible for the return shipping fees, as they did receive the item that was ordered.  The customer didn't agree with being charged for the return shipping fees and requested to speak to a supervisor. Therefore, the customer was transferred to a supervisor for additional assistance.  The supervisor reviewed the information listed and available for the quilt set. The supervisor advised the customer that the description for the quilt set showed that it is made up of 60-percent cotton/40-percent polyester, and that only the backing materials are made up of 100-percent cotton. It was explained to the customer that we didn't have any record that they were informed that the item ordered was 100% cotton, and that for the disappointment, we would waive the return fees for the order. The customer was advised that in the future, that any inquiry, to any product would need to be linked to their Overstock account for reference, as we couldn't offer a free return with confirming the chat conversation.  The customer requested that we issue a store credit for all of their trouble. We declined to issue a store credit as the customer received the product that they ordered. A free return label was emailed to the customer. The customer did use the free return label. The merchandise is being returned under UPS tracking number [redacted]. It is estimated that the item will be delivered back to Overstock on 03/14/2016. Once we have received the item, it can take 3-5 business days for the return to be processed, and the refund to be issued. The customer will receive an email once the refund has been issued and will need to allow for their financial institution's posting timeframes.  [redacted]We did review the history of this item, to see if any changes to the description were made after the customer purchased the item. According to our records, the last time the description was updated, was on 07/14/2015. We have also confirmed the notes shown on the customer's account and we were unable to verify that the customer contacted us prior to purchasing the item. Because the customer was issued a free return label and has been assisted according to our terms and conditions, the issue has been closed, and the customer's refund will be issued within 3-5 business days, from when we receive the item back to our warehouse, to the payment method used at the time of the order.  If the customer needs any additional assistance with this or any other issue, we would ask that they give us a call at ###-###-####. Sincerely,  Overstock

To Whom It May Concern,Overstock provides a 30 day return time frame. Customers are welcome to contact Overstock within 30 days following delivery to report any product failure, damage, defect, or dissatisfaction. Depending on the return reason Customer is responsible for return shipping cost, and...

will be offered either a refund or replacement.If a manufacture or distributor warranty is included with product, Overstock may direct customer to contact warranty provider for assistance after the 30 day return window has expired.Upon review of order number [redacted], placed on 07/14/2016. I found the following:Hamilton Beach SmartToast Extra-wide Slot Toaster, comes with a 1 year Manufacture warranty. Customer may contact Hamilton Beach at 1-800-851-8900. Hamilton Beach will request; proof of purchase, such as an email or screen shot of your order history. Model number, usually beginning with the #2, and the series number stamped on the bottom of your unit. The International Silver Garland Frost Stainless Steel Flatware (67 pc set), comes with a 25 year Limited Manufacturer warranty, for more information customer may call 888-999-9090. Manufacture advises defect must be reported upon opening, items used cannot be replaced.  Sincerely,Overstock

To whom it may concern, Our refund policy is available to the public prior to shopping on our website. For any customer who is placing an order on our website, it is their responsibility to review our terms and conditions, and our policies. Our refund policy can be found at the following link: https://help.overstock.com/app/answers/detail/a_id/6. As shown in our refund policy, the customer can expect a refund within four weeks from the date they return their package. The refund policy also states that the product will be inspected at our returns facility; which can take up to 5 business days. The refund is issued once the inspection has been completed by the warehouse. The customer's order arrived back to our warehouse on 08/28/2015, and their refund was issued on 09/08/2015, due to the holiday.It will be at the Revdex.com's discretion as to what information is made public regarding this matter; however, as the customer has received a full refund back to the original pament method, Overstock has closed the issue, and we are unable to further assist the customer.Sincerely, Overstock

Complaint: [redacted]
I am rejecting this response because: I have been weeks trying to sort this mess out. They have repeatedly stated 48 hours response time. I have several different ticket numbers and they keep indicating that they are working on it. I asked for a new desk or a refund and nether has happened. They continue to give me the run around.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I first contacted them on the #2 failed computer in January, and received "no help" on return or replacement by warranty company, I made payment on this computer and the warranty for January-July; #3 computer quit in Marvh and I contacted Overstock again, this time regarding both computers. Again, they were "No Help" in resolving this matter, I continued making payments on both computers, Through July.   Therefore, refunding the cost of the computers should now be 6 months of payments made on failed computers and the six month payments on the warranty( then the total cost of the computers would be refunded.
Sincerely,
[redacted]

To whom it may concern,   On 8/13 the customer called us stating when he calls out, people tell him it sounds as though he’s underwater. We provided him with the warranty contact information. On 8/14 The customer called to have the receipt emailed to him to make  claim on his phone. ...

This was emailed to him.   On 8/23 The customer called in and advised that the warranty contact stated he needed to call Verizon who told him to contact the manufacturer Motorola.  He advised being stuck as they wanted a PDF of the order receipt. The customer was upset that he was not getting anywhere and the phone was still defective.  We advised the issue would be escalated to further help and he’d have to wait 1- 2 business days.   On 8/30 The customer called to ask what his options are stating the warranty was no help and his speakers no longer work.  We set up a return for a refund and emailed the return label to have it sent back. The phone is being returned for a refund when it arrives back to Overstock and becuase the 3 year warranty was not utilized, it too will be refunded.   Sincerely,   Overstock

To Whom It May Concern, On November 27, 2017 Mr. [redacted] contacted us regarding the Mia Fabric King Platform Bed Frame purchased on 9/9/2017. Mr. [redacted] let us know when he and his wife were putting the bed together they noticed the support unit underneath the bed did not line up with the...

pilot holes, however, they decided to keep assembling the bed because it had been a pain for them to put the bed together.  Mr. [redacted] advised the frame was also squeaky and that he would continually tighten the bolts but they would loosen over time.  Wanting make Mrs. [redacted]’s pregnancy easier we contacted Mr. [redacted] on November 30, 2017, and offered a few options.  We advised Mr. [redacted] that the bed he purchased was out of Overstock’s return timeframe, however, there is a 1-year manufacture warranty. We provided him with the warranty contact phone number 908-368-1025. We also requested that Mr. [redacted] send us pictures of the defective pieces and offered to request the defective pieces be replaced from the manufacturer. On December 4, 2017, we emailed the customer as second time with the same information. Our third and final email was sent to Mr. [redacted] on December 5, 2017 advising that we were temporarily resolving the issue pending their response. These options are still available to the customer and we are more than happy to assist them. Overstock.com

To whom this may concern,   Please see all attached documentation. The appraisal that the customer sent over is not GIA certified. The appraisal had the same details that were provided from Overstock’s warehouse. We have a phone conversation with the customer’s jeweler that states that they were not GIA certified. There is also no record that Overstock ever spoke to the customer’s boyfriend; only the customer’s jeweler. The customer is being denied a full refund. Overstock’s offer still stands if the customer chooses to return the ring. Please note that if the customer returns the ring, they will be deducted for the polishing, buffing, and dipping of the ring. The customer is also responsible for the return shipping costs. This is Overstock’s final offer.   Sincerely, Overstock Tell us why here...

To whom it may concern, The customer purchased a watch on 09/12/2015 and received the watch on 09/30/2015. The customer lives in Western Australia; therefore, the customer was required to pay for taxes and duties and shipping fees. The customer contacted us on 10/02/2015, via our Chat Customer...

Service, and reported that the watch wasn't working. The customer was advised that they would receive follow-up from an International Representative within 1-2 business days to further assist with this matter.On 10/05/2015, the customer was contacted by email, and informed that we are unable to send replacement orders to our international customers due to Custom rules and regulations. The customer was emailed a free return label and advised to package and take the item to their nearest FedEX location along with the free shipping label provided, and the commercial invoice. We explained that the customer that FedEx will have them sign the commercial invoice and write any additional details on the paperwork, and that FedEx will keep their required copies of the commercial invoice and provide a plastic document sleeve. We advised that the customer would need to place one copy of the commercial invoice in the sleeve, seal it, and attach it to the outside of the package and that they must attach this invoice in order for their package to clear customs.The customer was advised that once we received the item back, to allow 3-5 business days for their refund to be issued.**In reviewing our records, there hasn't been any additional contact from the customer on this matter. We have also found that the customer hasn't used the return label provided to return the defective item. The customer will receive a full refund for the item, shipping fees, and any taxes and duties paid, once they have returned the defective item. The return is free to the customer as long as they follow the instructions and commercial return label that we provided to them. We have attached the paperwork that the customer needs to return this item.If the customer has additonal questions or concerns about the return, they can email us at [email protected], or call us at 00-###-###-####.Sincerely, Overstock

01/10/2017   To Whom It May Concern:   11/04/2016 Order placed [redacted] After reviewing the customer complaint I checked into this order to see what could have happened.  It appears that all of the pieces of the (Easton Top Grain Brown Leather Living Room Sectional Set) did leave...

the warehouse. They shipped 4 boxes on one pallet. The order arrived at the delivery terminal but all of the boxes did not arrive together. That would explain the delivery issues of the customer receiving the sofa portion and then the ottoman and still waiting for the arm chair portion (corner piece). Our Oversized Items Department communicated with the carrier on 12/12/2016 requesting information regarding the items not delivered. A dock search was ordered and performed. The carrier advised us on 12/14/2016 that the missing freight had been found and would deliver to the customer on 12/15/2016. We received an email on 12/21/2016 stating the freight had delivered to the customer on 12/15/2016 at 12:09 pm and was signed for by [redacted]. On 12/23/2016 we contacted the carrier to advise there was still one piece missing the corner section or chair. We asked if that piece was delivered as well on 12/15/2016. They replied that the delivery had delivered clear and had been signed by the consignee. 12/28/2016 we contacted the warehouse/shipper to advise them the one piece had not been found and to file a claim for the missing freight. We then started another process to get the one needed piece to complete the customer’s sectional set. The issue was sent to the Parts Department. On 12/24/2016 a task had been created within our system to alert the warehouse/shipper of what had happened and what was needed. The warehouse began a search of their other facilities for the needed piece. Our website was showing out of stock. 01/03/2017- The warehouse/shipper reported that they may have found the chair in California and they had to wait for inventory to make sure. 01/05/2017 - The warehouse/shipper updated us that they had the piece needed in California and it would ship as soon as they could get it out. 01/09/2017 the missing piece has shipped on Monday and we are currently waiting for the carrier and the tracking information.  Once we have the new tracking we will pass it on to the customer. With the warehouse shipping the last piece from California and the customer is also in California the ship time should be very quick. The customer will be called to arrange the delivery when the chair is received by the delivery terminal in her area.   Sincerely,   Overstock

Complaint: [redacted]
I am rejecting this response because: Overstock was advised by me that the shipper that they chose does not provide room of choice delivery.  And that they would have to find another shipper to pick up the unit and deliver it room of choice.  They have not yet don't this.  They have left the item to be delivered by the original shipper who continues to tell me that they will not do room of choice delivery.
Sincerely,
[redacted]

To whom it may concern, Customer placed order for the Mid-Century Modern Benava Fabric Sofa and Loveseat Set on 09/10/2016. The item set shipped with Ceva Logistics on 9/12/2016. Customer contacted Overstock on 10/12/2016, advising of the damaged package and the lack of assembly instructions. Upon...

which Overstock has escalated to our Large Items department for review to determine the best options for resolution. 3 attempts to contact the customer for more information where made by email dating from 10/17/2016 – 10/19/2016. Customer replied on 10/20/2016, providing images. Customer provided additional information about the damage and indentations on the arms. They also advised about missing hardware and suggesting the stickers on the item are backward when it comes to the assembly. Our customer has suggesting poor craftsman’s ship of the product, informing that the center support was too long and that the attachment of the support leg within the screws is stripped. Our customer had also mentioned modifications he had made to the item to accommodate the support leg. In the customers email, he suggests he is not willing to wait for a replacement and request a partial refund. Upon my research of the Mid-Century Modern Benava Fabric Sofa and Loveseat Set (Item # [redacted]), I found the product details suggest some assembly required. Overstock stands behind the quality of our product with a 30 day return time frame. If an item arrives damaged or defective Overstock will cover the return shipping. When a replacement is available we are happy to provide replacement or When a replacement is available we are happy to provide it or full refund considering the item is returned in its original condition. If our customer expresses interested in keeping an item as is we will evaluate the situation and offer compensation accordingly. Please know compensation is considered a onetime courtesy and may be limited without return. Customer has been provided a $140.00 Club O reward to keep the Mid-Century Modern Benava Fabric Sofa and Loveseat Set as is. Overstock called the customer this morning and has left a voice message, followed by an email inviting our customer to further discuss the compensation amount. Sincerely,Overstock

To whom it may concern, The customer placed an order on 08/27/2015. The order shipped out on 08/28/2015.Our records don't show that the customer contacted Overstock; therefore, based upon the customer's complaint, we see that they contacted UPS for assistance with their order. In reviewing the FedEx...

tracking scans, for tracking number [redacted], we have confirmed that the customer's order was delivered to their home on 09/04/2015. If the customer hasn't received their package, as indicated by FedEx, we would ask that they call Overstock at ###-###-####, so that we may initiate a trace with the carrier and further assist with this matter.Sincerely, Overstock

Complaint: [redacted]
I am rejecting this response because:It is most certainly a GIA certified appraisal!!!!!!!!!! I want a full refund and the shipping it cost to pay for when they sent it back and told me to get an appraisal. Because they did not tell me to do this in the first email before I sent it back, I feel I should get that shipping back. Plus I want the shipping to send the ring back with insurance. This is the most insane experience I have ever had as a consumer. This company is purposely trying to piss me off? or are they unqualified for their jobs? or just very stupid people working there. This is disgusting and I plan on telling everyone. 
Sincerely,
[redacted]

To Whom It May Concern, Upon review of customers account, I found the Avenue Greene Sonoma Oak Storage Bench with Beige Cushion from order number [redacted], arrived in defective condition. Our record show a refund for the defective product has been issued on 1/22/2017. Order number [redacted], for...

the New Zealand Sheepskin Double Rug (2' x 6'), shipped on 1/12/2017, with UPS tracking number: [redacted]. UPS reports the package has been returned to sender on 01/25/2017. Understanding customer has not received the merchandise from order number [redacted], a refund has been released on 1/26/2017. Customer may like to discuss direct posting time frames with their financial institution. Sincerely, Overstock

To whom it may concern,  On 02/13/2016, Overstock received an order from Jay [redacted], for the 14k Rose Gold 1 2/5ct TGW Aquamarine Solitaire Ring. The customer authorized a payment of $891.99.  Overstock processed the payment on 02/18/2016 for the $891.99 that was authorized by the...

customer.  On 02/19/2016, the customer's order was canceled, because the warehouse found that they didn't have inventory to fulfill the customer's order. According to our records, an email was sent to the customer to notify them that the order was canceled. A refund was issued on 02/19/2016, in the amount of $891.99, to the customer's credit card account. On 02/19/2016, the customer contacted us, because his order was canceled. We offered to issue a 20% discount and expedited shipping on the ring as soon as inventory was available for the ring. The customer authorized us to speak to his wife, [redacted], regarding the issue.  Therefore, we contacted the customer's wife and explained we will help with replacing the order, once we have inventory available, and will assist with a 20% discount and expedited shipping. The notes on the customer's account show that the wife was happy with the resolution. On 02/20/2016, we were contacted and advised that the customer had been charged the full amount for the ring without the 20% discount, and without the customer's knowledge. We were unable to find a new order and the customer advised that they were at their bank and would be discussing the charge with them. After the customer spoke to their bank, they contacted us back, and advised that their bank explained that the $891.99 was a new charge that posted on 02/19/2016. The customer was transferred to our Loss Prevention Department. They researched and were only able to locate the charge authorized by the customer on 02/13/2016 and processed on 02/18/2016. A supervisor contacted the customer back, and explained that the $891.99 charge, was the original charge, that Overstock processed on 02/18/2016. The supervisor offered to assist with a conference call between the customer, Overstock, and their financial institution, to clear up the issue. It was found that the charge that Overstock processed on 02/18/2016 was the same charge that the customer's financial institution posted on 02/19/2016. it was explained to the customer that refund was issued on 02/19/2016 and can take 3-5 business days to post to their credit card account.  On 02/22/2016, the supervisor followed up with the customer to see if the refund has been posted back to their credit card account; however, we haven't received a reply from the customer regarding this inquiry.  *We have confirmed the refund was issued on 02/19/2016. The refund can take approximately 3-5 business days to post to their credit card account. If the customer doesn't see the refund by 02/26/2016, we would suggest that they contact their financial institution to verify their credit posting timeframes.  If the customer has any additional questions or concerns, we would ask that they give us a call at ###-###-####, so that we may further assist them.  Sincerely,  Overstock

To whom it may concern,  On 05/03/2016, the customer purchased four cans of Design Master Premium Metallic Spray Paint 11ozRose Gold. The customer contacted us on 05/26/2016 and requested to return the Design Master Premium Metallic Spray Paint 11ozRose Gold because the spray paint didn't...

"go on smoothly". The customer didn't agree with the amount charged for return fees and so we made an exception and assisted with the return and waived the return fee. The return was initiated for three cans of spray paint as the customer had opened and used one can of the spray paint. The merchandise arrived back to our warehouse on 05/31/2016. On 06/15/2016, the customer contacted us for an update on the status of their return. Because the return wasn't completed, we advised that a specialized representative would contact the customer. At this time, the customer also requested to cancel their current order for a ring. The customer was advised that this request would also need to be forwarded to a specialized representative and they would receive follow-up in 1-2 business days.  On 06/16/2016, the customer contacted us because they weren't happy that the current order had shipped out, when they had requested that the order be canceled. The customer also explained their frustration with the return and refund of the spray paint. The customer was advised that the "concern is already taken care of by our representative". The customer was originally advised that we would attempt to have the recent order intercepted and returned. Shortly after the customer was advised that we were unable to intercept and return the merchandise since the order was shipped via USPS. We advised the customer to contact us once they received their order and we would help them with a return.  On 06/27/2016, the customer contacted us because their refund for the spray paint hadn't been issued. Because the return for a refund hadn't been completed, the customer was advised that we would need to forward the issue over to a specialized representative, in our Pay Support Department, who could assist with their refund.  The customer was notified on 06/27/2016 that the refund for the spray paint was issued in the amount of $49.16 to the credit card that was used. Typically, it can take 2-5 business days for the credit to post. If the customer doesn't see the credit, they may need to contact the issuing financial institution to find out their credit posting time frames.  [redacted]We have reviewed and confirmed that a refund wasn't issued for the spray paint, as this is an item that cannot be returned. However, an exception was made and the customer was issued a refund for four cans of paint, in the amount of $36.87, and in the amount of $12.29; which equals $49.16. We have also confirmed that the customer has initiated a return online for the ring that they purchased.  The customer can return the ring for a refund. Consequently, as the item isn't damaged or defective, the customer is responsible for the return fees. If the customer doesn't agree with paying for the return fees, they can contact our Customer Service Department for additional assistance, at [redacted]. Sincerely,  Overstock