Overstock.com

To Whom it May Concern, On 10/the order for the NewAge Bold Series 8-piece Cabinet Set with Bamboo Top was placedThe product has a ship-out timeframe of 1-weeks and a delivery time of 1-weeks as wellCustomer inquired on 11/and 11/to let us know the tracking information he received was invalid and could not track the orderThe tracking information was confirmed by our supplier on 11/The shipping company advised us that the contact phone number for the customer was incorrect, an updated phone number was put in on our side on 11/On 11/we provided the contact information for the carrier to the customerThe customer spoke with the carrier on 11/however they did not transfer him to the local Delivery Agency at the time since the package wasn’t quite there yet and asked him to call backPackage was delivered on 11/Customer advised that they have received the package and will reach back out to our customer service for further assistance needed Sincerely , Overstock.com

02/09/To Whom It May Concern: I have read the complaint and the desired settlement The customer is working with a member of our Executive Relations Department02/08/- Regarding the taking time from work and doctor appointments we sent the customer an email requesting: A note or documentation from the chiropractor on a company letterhead that states that the treatment rendered was necessary as a result of the mattress that was purchased on OverstockWe would need an explanation of the treatment/complaints from the date of service for both [redacted] and ***, by the chiropractor02/08/– A replacement mattress order has been createdThe order number is # [redacted] The order has been sent to the plant for the mattress to be producedOnce produced the mattress will be shipped to the Home Delivery terminal and then shipped to the delivery terminal in the customer localeThe customer will be called to arrange a delivery – the wrong mattress will be picked up upon delivery of the correct oneSincerely, Overstock

Complaint: [redacted] I am rejecting this response because:They now added almost dollars in charges to my Credit card after this complaint was lodged and this after they already refunded me for the shipping the issue is they sent me the wrong sizes on two items that notwithstanding this requires a fair result retract the illegitemate payment that I did not there authorize (that is fraud and theft) and return to me a fair costing for inconveniencing me please for this constant issue with your company over these matters Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because it is not factual Nobody every responded to my text messagesIs it their customer service policy to not reply to a customer's request This caused me to have to keep contacting them It's ridiculous that they never admitted to refusing to cancel this for me and for requiring me to cancel it at a number that wasn't working No mention was made also of the emails I sent and again, received no replyThis company has not apologized and did a horrible customer service job! Horrible I'll pay this card off and never use this company again! Sincerely, [redacted]

To Whom It May Concern There was a delay in getting an update from the dock search Customer has been given $in Club O rewards for the issues Overstock has created a replacement order for the set and customer was told they could keep or donate the items received Sincerely Overstock

To Whom It May Concern: The customer purchased rugs on 10/17/and also a warranty was purchased The warranty purchased was: Area Rug year Protection Plan SKU: Name: Safavieh Handmade Heritage Timeless Traditional Blue/ Gold Wool Runner (2'x 8') Price: $ You can see by the description of the warranty it was indeed for just that specific rugThat warranty was canceled On 10/27/a new warranty was purchased by the customer and it is: Area Rug year Protection Plan – this will cover the rest of the rugs on the order The warranty does state that: All damage must be reported within business days, and damage must be from a single incidentAccumulation of stains or damage will not be covered The request by the customer that all the rugs have a warranty as promised has been fulfilled Since April 12, we advised that if the customer would donate the stained rug and send us a donation receipt that we would send him a replacement rug There has been a pending (on hold) order waiting since April for that receipt The receipt or photo of the receipt can be emailed to [email protected] also; please put the order number # [redacted] in the subject line of the email Sincerely, Overstock

Complaint: [redacted] I am rejecting this response because:my complaint was about defective patio furniture - not a jewelry box Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: the issue is with the second watch the replacement watch received AFTER the first one stopped working the instant it got wet in about feet of water-- this is a NAVY Seal Anniversary watch--implies it should be able to handle a brief immersion in water AND --emphasis added--, this second failure had nothing to do with water-- the watch simply stopped working and it was Luminox authorized personnel at the authorized repair shop in Cranston, RI who examined it to determine why it was no longer functioning Overstock is making up a story to fit its liking and desired response Again, the second watch was opened by the Luminox AUTHORIZED repair tech and this should in no way void the warranty When we called for a refund, we were told by Overstock to send it there but had ALREADY taken it there and been told the yr manufacturer warranty was useless because overstock.com is not an authorized dealer Overstock was described as a "grey market" seller.Last, in the first failure, we never said no to a refund-- it was offered and then rescinded by Overstock We were forced into a replacement watch Sincerely, [redacted] ***

[redacted] *** To Whom it may Concern, The item is not in Stock at this time and unavailable from the Mfg/Distributor.A full refund has been issued as of today.Please logon and check your Account / Account Settings / Payment options to see any Store Credit OptionsSincerely, Overstock

To Whom It May Concern: 09/17/PURCHASE OF (2) Cyra Industrial Reclaimed Accent End Table by iNSPIRE Q Classic Order # [redacted] 01/01/customer contacted Overstock by Live Chat and advised the table tops had crackedShe was told by the chat agent that the tables appeared to have an issue with the tops01/05/the two replacement tables were shipped to the customer01/08/the report from the warehouse that shipped the replacements, states the customer may disposeThe email sent to the customer with tracking for the replacements also states that she may dispose of any leftover parts – which means the warehouse sent out the replacements to use or to take parts from and they did not expect any of the stands to be returned02/03/the notes on the account show that replacements were sent and the original tables had not been returnedOur system is set up to alert when items are not returned within the standard time frame (days) and the customer will be charged for the replacementsThe solution specialist working this issue should have followed through and completed this in our system so it would not have flagged to be charged for the replacement tables02/03/the customer is notified of the replacement charge and contacts Overstock to advise she never received a label03/06/Today I have no reason to go any further with this explanation regarding the complaint as the customer is correct with what she has reportedAfter reading the customer complaint and the notes on the customer’s account, I can see that Overstock did not handle this properlyThe customer will be refunded today for the replacement chargeShe will also receive an apology from Overstock for the inconvenience she has had over this specific incident Sincerely, Overstock

Hello,The customer placed an order for the Madison Solid White Double Sink Bathroom VanityThis vanity is a threshold item, which means the freight carrier will take it to the customer's door but not insideIf it includes white glove service, it will state it on the product pageWhite 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 feeThis information can be found under the 'White Glove Delivery Service' section from the link belowhttps://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: [redacted] They refuse a delivery without inspection [redacted] They miss a delivery appointment [redacted] 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/On 5/28/the customer contacted us stating that they refuse to pay the return shipping costsOn 6/02/we refund the customer for the order and we issued half of the return shipping costs back to the customer as a courtesyOverstock paid the other half of the return shipping costs.Thank you, Overstock

To whom it may concern, The customer purchased the Select Luxury Gel Memory Foam 12-inch King-size Medium Firm Mattress Set with EZ Fit Foundation and the Madison Park Belle 7-piece Poly Polyoni Classic Woven Comforter SetThe mattress set was originally $and the comforter set was $ The customer had a 10% off coupon that was used at the time the order was placedTherefore, the customer only paid $for the mattress and $for the comforter set, at the time they placed their orderThe state of Pennsylvania requires that we collect taxes for merchandise that is being shipped to the state of PennsylvaniaThe amount of tax for the mattress set that was collected was $and the amount of tax collected for the comforter set was $Therefore, the total amount paid for the mattress set was $and the total paid for the comforter set was $When the customer returned the mattress set, we charged them for the return fees, in the amount of $As the customer paid $for this item (which includes taxes), we issued a refund on 07/23/2015, in the amount of $Please review the following details regarding the refund and the balance that remains: $- $= $Based upon our records, we didn't withhold any taxes from the customer's refund, and a full refund was issued for this item minus the return fees.The customer still has the comforter set and so the amount remaining and is owed is the $(comforter set) +(return fees charged) = $182.28.We have attached a screenshot of the remaining amount owed on this orderThe customer can locate this information when they log into their account.If the customer has any questions regarding this information, we would suggest that they give us a call at [redacted] , and we would be happy to review this information with them

To Whom it may Concern, Our customer placed an order for the Burlington Square Fabric Storage Ottoman Bench by Christopher Knight Home on 12/22/Customer contacted us to cancel on 12/23/Overstock advised our customer that we were unable to cancel on 12/23/Customer may return the product for a refund by using a prepaid label by calling 800-843-Terms and conditions link: http://bit.ly/2C6xSHD Sincerely, Overstock

To Whom it May concern, Upon further review, while using the Store Card on the mobile webpage the customer must select “Change” next to the payment option in order to select the financing planSince a coupon was applied to the order, the financing option is unavailableUnfortunately, the terms and conditions of the financing plan does not allow multiple promotions to be active Sincerely , Overstock.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: on most of Overstock's items, if there are more than color, the picture will show more than color I assumed because there was only the white chair posted, this is the only color the chair came in I considered the "Black" because of the legs of the chair, not the seat cushions I was infomed by live chat that if the product is not packed properly upon return, I will only get a partial refund I went to the UPS store to purchase a box, which I paid $ UPS came to my house yesterday The item was not ready for shipment The note stated they will be coming today between 1-5pm I am expecting a full refund I am rejecting the response because this entire order has been a nightmare from the beginning all because my package was left out in the rain and the box was destroyed I have been a good standing customer for a while now and because of the poor customer service I received, I will not shop there again One of many customers lost because of poor customer service Sincerely, [redacted] ***

To Whom It May Concern: 09/03/- The customer purchased the Scottsdale Streamlined 6-drawer Double Dresser 09/13/– The dresser was delivered to the customer11/01/– Customer contacted our Live Chat option and chatted with Eva to advise the dresser had fallen apartThe customer was transferred (by chat) to Eva’s Supervisor for assistance The Supervisor’s name was StuartI read through the chat transcript and the customer was basically told the same thing that a return had to be made to get a refundThe chat agent nor the Supervisor chat agent could see the real problemThere was not a box that the customer could purchase from the places that were referred to them by the agents11/06/The customer contacted our Social Media and said that she had requested to be credited a partial refund of half of the purchase priceThe customer had asked the chat agent that was assisting her earlier but the agent had ended the chat without offering any details of how this could be worked out I looked for that chat and it was not availableThe Social Media agent requested the order number so he could check on the issueThe Social Media agent advised: “This item has a Year Manufacturer Warranty if you want to check that out call 800-932-If you don't want to go through the return process I can refund half of the purchase price, if you want to look for something else onsite I can place $on Account as In Store Credit instead(without return) °RJ.” 11/06/- The customer advised she would call the manufacturer A couple of hours later the customer contacted the Social Media agent and advised to please put the $credit on the customer’s account The Agent advised the credit was there and would automatically subtract upon the customers next orderThe total purchase price was $less $credit= difference is $We can write an email of apology to the customer for all the inconvenience Sincerely, Overstock

To whom it may concern, The customer placed their order on 06/08/and it was delivered on 07/01/The customer contacted us on 07/01/and reported that their order arrived damagedThe customer requested that a replacement be shipped out.On 07/02/2015, we requested pictures showing the damages to the item, and notified our warehouse that the item was damaged and needed to be returnedOn 07/06/2015, the warehouse advised that the customer could dispose of the item, as we wouldn't need it returnedThe customer was notified that they could dispose of the item and a replacement order had been processed.On 07/06/2015, the customer replied and advised that they couldn't dispose of the item and requested that we assist in making arrangements "to get rid of it".On 07/13/2015, the customer contacted us and advised that they didn't want a replacement shipped out, and also wanted the damaged item picked up and removedAs the customer didn't want the replacement order, we sent a request to have the order intercepted, and returnedA piwas also registered for damaged item.On 07/15/2015, the customer was contacted and provided with the paperwork that would be needed for the return of the damaged item.On 07/16/2015, the customer was issued a full refundThe customer was sent an email to confirm the status of their refund details.On 07/23/2015, the customer contacted us because they hadn't heard from the carrier and the damaged item hadn't been picked upTherefore, we did contact the carrier and advised that the customer was still waiting for the damaged item to be picked upWe confirmed with the customer on 07/30/that the damaged item was picked up.Our records show that this issue has been resolvedIf the customer doesn't agree, and needs further assistance, we would ask that they give us a call at [redacted] .Sincerely, Overstock

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this response from overstock is far better than the previous communicationsI will never do business with them againI am waiting on my credit to my account Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me However, for the record, would like to clarify some points OverStock Customer Service touched on."The customer purchased the Extended Selection ABBYSON LIVING Richfield Premium Top-grain Leather Sofa, Loveseat, and Armchair Set, and the ABBYSON LIVING Richfield Top Grain Leather Ottoman, on 09/29/ The order number for the furniture purchased is [redacted] " - We ordered two complete sets of Abbyson Living ordered, not ONE set (for a total of eight pieces of genuine leather furniture)"The furniture is considered an oversized item and had to be shipped with a freight carrierItems shipped with a freight carrier can take 1- business days to ship and 1-weeks to deliver from the shipping date." - The first of the four deliveries and only two pieces of the six were acceptable (not counted are the two ottomans which were delivered separately) Acceptable to us meant marks on the furniture that couldn't be removed with a soft rag and leather cleanser, uncorrectable wobble/twisted frame, and NOTICEABLE scratches in the leather."The customer contacted Overstock and reported damage to some of the furnitureThe customer had accepted pieces of the furniture and refused the damaged piecesTherefore, the warehouse shipped out replacement furniture." - This occurred four times from Oct 'to Jan ' The fifth time, the delivery folks would not let us keep the last two pieces that would have made the complete sets."According to our records, the customer reported that the carrier tried to redeliver the same damaged furniture that was refused, and not the replacement furniture that was shipped by the warehouseConsequently, the customer refused the delivery of the damaged furniture, and requested that the furniture previously received, be picked up, and returnedOnce we confirmed the furniture received was picked up, the customer's refund was issued, and the customer wasn't charged any return fees as the furniture arrived damaged." - After the fourth delivery, we were asked by OS representative if we would accept two pieces from the fourth delivery that were NOT damaged or otherwise acceptable This would have completed the two sets we ordered originally We asked the delivery folks if we could keep the two - and refuse the damaged items We spoke to OS representative, she spoke to the delivery folks and could not convince them to leave the two acceptable furniture They refused The representative asked us if she could arrange for the two acceptable furniture re-delivered, would we accept compensation for the one piece we had that was damaged (scratched sofa that was left before Christmas per another arrangement with OS representative) At this point, we felt we were out of options, we accepted The representative tried her best - but when the fifth delivery came, the delivery folks brought two pieces from the first two deliveries - scratched and wobbly (twisted frame) chair We have the pictures from those earlier deliveries We then requested OS re have ALL the pieces picked up, and for a full refund."After reviewing the customer's additional concern, that they should receive some compensation for the time and inconvenience caused by the damaged furniture, we have issued the customer $ [redacted] in Club O Reward dollars The reward dollars are available immediately and can be used on a future order with usWe know that this will not make up for the troubles the customer has experienced, but we hope that they will use it, and give us another chance to restore their faith in our services." - After five deliveries and pickups, over the span of four months, we were inconvenienced, and frustrated The furniture that were acceptable were great, and we would have liked to keep them We ordered the furniture because of the great reviews on OverStock's site - we posted our review and OS did not post it (which we now realize why the reviews were so high on this furniture).One final note, we have zero complaints/issues with the Overstock customer service department The OS "customer" rating on particular items they are selling? Let us just say we are not evaluating those anymore The QC/QA on the particular furniture we ordered was less than satisfactory Four separate deliveries to make almost two complete sets just unsatisfactory Sincerely, [redacted] ***