Overstock.com

To whom it may concern, We have reviewed the most recent correspondence on this matter. According to our records, the warehouse shipped out replacement parts. However, the incorrect size slats were shipped to the customer.  Therefore, we agreed to help the customer with a return of the bed that they were having issues with, and to assist them with the purchase of a different bed.  We have processed a pick-up via UPS tracking numbers: [redacted], and [redacted]. UPS will attempt to pick-up the packages today, 07/07/2016. If UPS is unable to pick-up the packages today, they will make two more attempts, before the call tags are canceled. The customer will receive a refund in the amount of $493.04. due to they have used the reward dollars earned from this order on the new order that was placed. We are still following up with the customer to ensure that the refund is issued once the packages have been picked up. The customer has placed a new order. We issued a $750.00 discount on the order. Therefore, after the reward dollars and a 12% off coupon was applied to the order, the customer has only paid $391.97 for a bed; which was listed on our website at the price of $1,309.99. The new bed the customer has purchased is an oversized item. Oversized items can take 1-10 business days to ship out and 1-4 weeks to deliver from the shipping date.  Overstock will be closing the issue on our end as soon as the customer's refund is issued for the return of the original order as we show that we have resolved the issue by assisting the customer with replacement bed at a significant discounted price.  If the customer has any questions or concerns in regards to their new order, they will need to contact us at [redacted], so that we may further assist them with their concerns.  Sincerely,  Overstock

To whom it may concern,  The customer purchased the Black Zebra 12-piece Bed In a Bag with Sheet Set on 11/29/2012. The customer used Bill Me Later to pay for the order.  The customer contacted us on 12/11/2012 and advised the item arrived defective. Therefore, we shipped out a replacement...

bed set to the customer. The customer was advised that they would need to return the original item; otherwise we would charge them for the replacement within 30 days. On 01/11/2013, and automated email was sent to the customer, and we advised that we hadn't received the defective item back, and so we would be charging the customer for the replacement bed set they received, in the amount of $119.99, if the item wasn't returned by 01/18/2013. On 01/19/2013, our Pay Support Department attempted to contact the customer due to the replacement charge failed, and requested that the customer contact us so that we could assist in getting this matter taken care of. The customer didn't reply and so a request was sent to our Loss Prevention Department to close the customer's account until the customer paid for the additional bed set received.  On 01/28/2014, the customer contacted us and advised that they never go the chance to return the original/defective item back to us. The customer wanted to know how to return the defective merchandise. The customer was provided with return labels. Consequently, we don't have any records showing that the customer used the return labels to return the defective merchandise.  According to our records, the customer placed three orders in 2014 and an additional four orders in 2016. There weren't any issues with the orders and were processed and shipped quickly.  On 04/11/2016, our Pay Support Department found that the customer's orders shouldn't have been processed, due to the outstanding balance owed for the replacement bed set that we shipped to them. Therefore, they proceeded to cancel the customer's orders.  [redacted]We have reviewed the notes on the customer's account and the order history. Based upon the information on the account, we have decided to make an exception, and reopen the customer's account. Any orders that have been canceled, will need to be reordered, if the customer wishes to receive these items.  In the future, if the customer receives a replacement order, they will need to ensure that the original order is returned or the replacement item has been paid for. If the original item isn't returned or the replacement item hasn't been paid for, the customer is subject to having their account closed, and will not be able to reorder with us until the matter has been taken care of.  The customer's $9.71 reward dollars are available and can be used on a future order with us. Sincerely,  Overstock

To Whom This May Concern, Our customer contacted us on 9/3/2016 via chat requesting a return as the item was not the quality he expected.  The issue was escalated as the item was considered oversized and needed specialist assistance. Our Oversized department contacted customer on 9/8/2016 via...

email explaining the return process as well as provided the cost of the return shipping. Customer replied same day (9/8) consenting to responsibility of return shipping. We emailed customer on 9/9 asking if he has the original packaging material or will he need it packaged by our carrier.  Customer contacted us via Chat on 9/9 but the chat was disconnected before he could inform us of this information.  Customer contacted us again via chat on 9/10 upset of the time it is taking to get the item returned advising that the tv is defective because it decreases in brightness after hours of watching.  We explained that the item is oversized and will be handled by a specialized representative. Because this is an oversized item it takes a little extra time to get the carrier to contact the customer to schedule a pick up appointment. We then emailed the Bill Of Lading (BOL) to our customer on 9/13 along with instructions for to schedule the pick up with the carrier. The item was picked up on 9/16/2016 and refund issued on 9/19/2016 in the amount of $556.03. Customer was informed of this information via email.  We have issued the customer the remaining $120.00 for return shipping cost as the item was defective. Customer has been notified of this refund via email on 9/21/2016. This issue is now solved.   Sincerely, Overstock.com

To whom it may concern, We have researched and found that the customer contacted us today, 08/06/2015, via the chat option. The customer wanted Overstock to provide information about a ring that they sent back to Asurion; however, the customer isn't listed on the account that the ring was purchased...

on. She isn't listed as the account holder or the gift recipient of the order. The customer was informed that as she wasn't listed on the account, we couldn't provide any information about the records we have on our end. The customer was advised that we would need the account holder to add them to the account as an authorized user so that we could further assist them.Reviewing the chat conversation, it appears as if the customer was unhappy that we couldn't assist them. The customer advisd that she is listed on the Asurion account and wanted an update as to what is going on with the ring.We explained to the customer that Asurion is a 3rd party company that takes care of the warranties and so we do not have access to their records. It was explained to the customer that if she were listed on the Overstock account we could further discuss the concern and account with her.The customer then said "It's fine. I'll file a complaint with Revdex.com."In reviewing the chat conversation, we have found that we cannot provide information about the status of the customer's ring, due to the customer isn't listed as an authorized user on the account, and the ring was also returned to Asurion. As the ring was returned to Asurion, we cannot review their notes or records, regarding this return.Overstock is willing to help the customer, if needed, to contact Asurion and see what is going on with the return. However, due to security reasons we are unable to speak to anyone other than the account holder. We will do whatever it takes to protect the reliability of the account holder's Overstock account. This is to ensure the safety of their information that is on file. Therefore, in order to speak to anyone other than the account holder, the account holder needs to contact us, and provide authorization to speak to the customer.Sincerely, Overstock

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. They did in fact issue the refund for the merchandise.  Thank you.
Sincerely,
[redacted]

To whom this may concern,   Purchase date: 05/31/2016 - Black Titanium Men's Hammered Black Cobalt Center 8mm Comfort Fit Ring $132.99 as well as the 3 Year Jewelry Protection Plan $15.39, total: $148.38. 8/23/2016 – The customer contacted Overstock stating that she would like to return the...

ring because the ring had broken after being worn. Because the customer had purchased the 3 Year Jewelry Protection Plan, this issue was forwarded to our specialized representatives in our warranty department. The customer opted to be refunded for the ring. The customer was advised that she would be contacted within 1-2 business days. 8/25/2016 – The customer was contacted by an Overstock representative to let her know that the warranty she purchased will cover this return. The customer was advised to contact Overstock’s Protection Plan Department at 1-866-593-2594 to file the claim and was also provided with her warranty number. The customer replied back to the representative hours later stating that this matter was not settled. The customer had called the warranty department and was advised by whoever she spoke with that she would be getting a refund for the ring however not for the warranty she purchased for the ring. The customer insisted on having a full refund for the product as well as the warranty. In response to this, Overstock’s representative reminded the customer of the purchase date and that without the warranty, the customer would not qualify for a return of the product. The warranty warranted this return and served its purpose. The customer disagreed and explained her dissatisfaction stating that Overstock sent her a faulty product to begin with. 8/29/2016 – In response to the customer’s last email on 8/25/2016, the same representative advised the customer why we would not be refunding for the warranty and that is because the customer is outside of the 30 day return timeframe and that the customer would not qualify for a return for a refund had she not purchased the warranty. In response to this, the customer replied letting us know again how dissatisfied she was about this issue. The customer explained that she would be forwarding this matter to the Revdex.com and that she would also advise against shopping with Overstock to the people she knows.  Then the customer asked for someone higher to help her. 9/2/2016 – A supervisor contacted the customer and let them know that we processed her refund for both the ring and the warranty. This issue is resolved on Overstock’s end. Sincerely, Overstock Tell us why here...

To Whom It May Concern: 03/09/2018 Purchased the Stainless-Steel Black Rubber Rosary Necklace in 2 colors Option: White This Rosary was delivered to the customer by United States Post Office tracking: [redacted] on March 17/ 2018 Customer received the item in Gold and she had...

purchased it in Silver. An immediate replacement was created and a return shipping label was created and sent to the customers email.   03/13/2018 Purchased the Akribos XXIV Men's Swiss Quartz Sunray Dial Stainless Steel Silver-Tone Bracelet Watch  The watch was delivered by the United States Post Office on March 19, 2018 03/20/2018 Contact by the customer to advise the hands on the watch were not working. We were not able to send a replacement watch as it was out of stock. A label was sent to the customers email to return the defective watch for a refund. There is a possibility that because the items were being delivered to the customer by the United States Post Office, an assumption was made that they would also return with the Post Office. The return shipping labels are always created for return with UPS. If the customer decides to return on their own then the return carrier can be whomever they choose. We only ask if the customer does return on their own that they contact us with the tracking number that was assigned to the return so we can monitor the package and know when it has been delivered to the warehouse this is to ensure the refund is taken care of. When you print off the labels that were sent to the customers email they have a bar code and they also show the carrier as UPS.  There are some return instructions that are also on the label. It does state to take the package to a UPS drop off or a UPS store. We pulled the calls with the customer and the Overstock agent and we did not state that the package could be returned via USPS but when the customer asked the shipping method for the replacement order we advised it was USPS. We called the warehouse where the watch should have returned to and found: That it had not been returned to them – they do not have it. We called and sent an urgent request to the warehouse that the necklace was returned to and they replied that they did not receive the return – they do not have it. Because of the mix up with the labels it is impossible to find where the merchandise was sent.  A Solution Specialist from Overstock checked with the Post Office in the customer area and found that packages that are labeled incorrectly or with another carrier are either handed off to the proper carrier or picked up by the other carrier if there are enough packages to render a pickup from the other delivery source. The Solution Specialist called UPS and explained what had happened and the tracking number on the two return labels created by Overstock for UPS were not found as they were not showing scans indicating used. As a onetime exception we have refunded the customer in full for the watch and placed it on the customers method of payment; as we understand that mistakes can happen. Sincerely, Overstock

Complaint: [redacted]
I am rejecting this response because:"This email was sent to Overstock 10/06/16 as a they contacted me personally following my complaint... They haven't responded..."  I am only realizing this morning that my response did not go through Revdex.com as it was a personal email sent by them... tricky..."   A replacement would have been a great solution weeks ago but it was never offered. I am not sure what is meant by "discount as a one time exception", I just want reimbursement for a nightstand that I was told to discard due to damage... I have since ordered the nightstand from a different company and wish to  recover my full monetary loss from Overstock... the cost of the nightstand + tax and duty + shipping + insurance $430 total.  I am not looking to go through this scenario again. I even paid EXTRA for insurance offered by your company... I don't understand the hassle I deserve a FULL refund! 
Sincerely,
[redacted] RE: Regarding your shipment for Order # 169874228 [Reference# 160428-012553]sandra comeau  10/06/2016 PhotosTo: Overstock SupportA replacement would have been a great solution weeks ago but it was never offered. I am not sure what is meant by "discount as a one time exception", I just want reimbursement for a nightstand that I was told to discard due to damage... I have since ordered the nightstand from a different company and wish to recover my full monetary loss from Overstock... the cost of the nightstand + tax and duty + shipping + insurance $430 total.  I am not looking to go through this scenario again.    I even paid EXTRA for insurance offered by your company... I don't understand the hassle I deserve a FULL refund! RE: Regarding your shipment for Order # 169874228 [Reference# 160428-012553]sandra comeau  10/06/2016 PhotosTo: Overstock SupportA replacement would have been a great solution weeks ago but it was never offered. I am not sure what is meant by "discount as a one time exception", I just want reimbursement for a nightstand that I was told to discard due to damage... I have since ordered the nightstand from a different company and wish to recover my full monetary loss from Overstock... the cost of the nightstand + tax and duty + shipping + insurance $430 total.  I am not looking to go through this scenario again.    I even paid EXTRA for insurance offered by your company... I don't understand the hassle I deserve a FULL refund!

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

To Whom It May Concern Customer contacted Overstock past the return time frame for the tables.  Customer states here that they noticed an issue with the top of the table.  We show no record of contacting Overstock until 3/13.The tables do not come with a warranty so the customer was...

directed to contact the warranty company.  Guardsman does do more than the finish of a product.  Since the customer deals directly with Guardsman, Overstock does not have information as to what was told the customer.  They may have declined the claim if they determined the item was defective, which they do not cover.   Customer was emailed on 4/15 and notified that the La Phillippe table was out of stock and the agent was checking with the warehouse to see when a replacement would be available.  Customer was asked to allow 1-3 business days to gather the information.   There was no reply to this email stating the customer now wanted a refund.The case has now been updated with this information.At this time we ask that the customer continue to work with the agent who is working on this case. SincerelyOverstockTell us why here...

July 29, 2015To Whom It May Concern:Our customer Rabia M[redacted] ordered three items with threedifferent order numbers: Order #[redacted] - Child Craft Monterey 3-in-1 ConvertibleCrib $181.85Order #[redacted] - Lang Furniture 4-drawer Chest $196.74Order #[redacted] - Badger Basket White 6-basket...

ChangingTable $125.38The customer contacted us to advise they received anincorrect product for the Child Craft Monterey 3-in-1 Convertible Crib.  We set up the return in our system andcreated a call tag for UPS to pick up the incorrect product – the customerrequested a refund. The customer contacted us to advise the Lang Furniture4-drawer Chest arrived with a manufacture defect.   We set up the return in our system andcreated a call tag for UPS to pick up the defective item – the customerrequested a refund.The customer contacted us to advise the Badger Basket White6-basket Changing Table arrived and was not assembled as the customer hadthought it would be.  We set up thereturn in our system and created a call tag for UPS to pick up the item – the customerrequested a refund.The Child Craft Monterey 3- in-1 Convertible Crib wasreturned, per the tracking, on 11/12/2014 and the credit was issued on11/24/2014 in the amount of $181.85 and placed on the Overstock Store Cardaccount.The Lang Furniture 4-drawer Chest was returned, per thetracking 11/20/2014 and the credit was issued on 11/24/2014 in the amount of$196.74 and placed on the Overstock Store Card account. The Badger Basket White 6-basket Changing Table wasreturned, per the tracking 10/10/2014 and the credit was issued in the amountof $125.38 and placed on the Master Card account.Our records do not show that the customer contacted us in regardsto their concern with the collection agency. We have confirmed all of the itemswere refunded in full.  There is norecord of the customer owing any balances, nor was there anything notedpertaining to a collection agency.  Icould not find anything noted that referred to the amount of $231.32.  We are not familiar with any collection agency issues asOverstock collects payment at the time the order is placed.  That would have to be something with one ofthe customer’s personal creditors.  Ourname would not be on the collection; it would have to be the financialinstitution that the customer used to make the purchase that is sending thecollection notices to the customer.  Wewould suggest they contact their financial institution regarding thenotifications they are receiving.  If the customer feels this information is incorrect we wouldrecommend they contact us and provide the documentation showing the collectionnotices they are receiving. 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 plan. Since a coupon was applied to the order, the financing option is unavailable. Unfortunately, the terms and conditions of the financing plan does not allow multiple promotions to be active.   Sincerely , Overstock.com

To Whom It May Concern The customer’s provided attachments do confirm the information previously provided in the original replyThe site search page shows the MSRP as $90. With the sale price of $25.19 they are $64.81 off the MSRPAs shown in the customer’s attached screen shot, the product page does not give the MSRP price.  The $31.49 is the price the pants were before the sale, not the MSRP.  The page is showing that the pants are on sale for $6.30 less than what they were, which is a 20% off that price. The customer is receiving the $64.81 off the MSRP.  The product page does not state the MSRP is $30.Overstock will not be providing compensation as no conflicting information was provided.Sincerely OverstockTell us why here...

To whom this may concern, [redacted]  08/17/2017 – order placed for Jasmin Collection Moroccan Trellis Navy Polypropylene Area Rug (7'10x9'10)  8/23/2017 – The customer contacted Overstock stating that they had not received the product. Overstock found that the address that the customer...

provided for us to ship the product to them, was incorrect. The product has been returned to sender and a replacement was shipped to the customer on order number [redacted]. 8/25/2017 – The replacement delivered to the customer. [redacted]  08/24/2017 - Benchwright Rustic X-base Round Pine Wood Rolled Back 7-piece Dining Set by iNSPIRE Q Artisan  and Verona 7-piece Conversation Set by Living Source International  8/31/2017 – The customer contacted Overstock to track the Verona 7-piece Conversation Set by Living Source International. We discovered that the address on this order was also incorrect. At this time, we couldn’t track the package, however, Overstock reached out to the carrier to get more information and to update the shipping address to [redacted]. 9/1/2017 – The address has been updated in the carrier’s system. 9/5/2017 – The customer has been contacted by Overstock team member to let the customer know that their address has been corrected. The customer was also notified that once the product is at the locate delivery facility, the carrier will call the customer to arrange the delivery. 9/6/2017 – The customer contacted Overstock stating that they would like to return the table to the Benchwright Rustic X-base Round Pine Wood Rolled Back 7-piece Dining Set by iNSPIRE Q Artisan because the table had arrived damaged. The customer has requested that they receive a replacement table. The customer also asked about the Verona 7-piece Conversation Set by Living Source International. The customer asked for an update regarding the shipment. The customer has been advised that we will look at both issues and get back in touch with the customer within 2 business days. 9/13/2017 – The customer was contacted back in which they were advised that the table to the Benchwright Rustic X-base Round Pine Wood Rolled Back 7-piece Dining Set by iNSPIRE Q Artisan is currently out of stock. The customer advised Overstock that they would like to know if and when the table would be back in stock. Overstock did also check again on the shipment to the Verona 7-piece Conversation Set by Living Source International . We called the carrier and the carrier advised Overstock that the shipment had not been picked up from the warehouse. 9/14/2017 – The customer was called and a voicemail was left for the customer. We let the customer know that we would have an update for them by 9/15. 9/19/2017 – The customer has been contacted and advised that Overstock had not been updated by the warehouse to check the stock for the table for the set. Overstock provided the option to return the product for a refund. The customer decided to return both products on this order. 9/20/2017 – The customer has been called for follow up to their issue(s). The customer was offered an inside delivery to the conversation set. Overstock registered the customer’s pickup of the dining set on this day as well. The customer agreed to the inside delivery as long as the delivery was white glove delivery and the furniture was set up for the customer. Meanwhile, the carrier to the conversation set has advised that the customer refused the shipment therefore, the item is now being returned. 9/21/2017 – The customer changed their mind about the delivery of the set and is now asking again for refunds on both products. The customer complained that they would be filing a complaint with the Revdex.com and filing a dispute with their credit card company as well. 9/22/2017- The customer was sent an apology email for the confusion and frustrations caused. The customer was asked if they could keep or dispose of the set and Overstock would refund the customer in full right away. The customer accepted the refund for the dining set and Overstock had refunded the customer in full at this time. The customer has also asked for compensation. 9/25/2017 – The customer’s refund has been processed for the dining set. An email has been sent to confirm this. The refund for the conversation set was also processed on this day with an email confirming that as well. Sincerely, Overstock Tell us why here...

To whom it may concern, The customer placed an order for the
Michel Germain Sexual Noir Men's 4.2-ounce Eau de Toilette Spray on 12/20/2015. The customer paid $53.99 for their order. The customer contacted us prior to the Christmas holiday to confirm if he would receive this item in time...

for Christmas. Based upon the information we had available, the customer was informed they should receive the item in time for the upcoming holiday. However, the order didn't ship out prior to the holiday, and on 12/28/2015, we found that the order hadn't shipped out as a result of an inventory error at the warehouse. Therefore, the order was canceled, and the customer was issued a refund in the amount of $53.99. The customer will need verify the posting timeframes with their financial institution. Sincerely, Overstock

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

To Whom This May Concern, Customer contacted our customer service on 10/7/2016 advising they did not receive the two items on order [redacted]. Per Policy, we informed customer that we will initiate a trace for the packages with the carrier and to allow 4 business days for it to complete.  If...

the carrier is unable to find the package we will issue a full refund. We reached out to the customer again on 10/12/2016 via email to check with them and ask if the packages have turned up at all. We asked the customer to respond to our email by 5:00 PM MST on 10/13/2016. We also informed them if we do not hear back from them, we will assume that they received their order and cancel the trace. Customer replied that same day (10/12) advising they have not received the package and to complete the refund. We attempted contact with customer on 10/13/2016 by phone and left a voicemail. We also sent an email 10/13/2016 informing the customer that the trace has been completed and the carrier was unable to find the packages so we issued a refund in the amount of $214.29 to their original form of payment. This matter is considered closed as we have not received any reply from customer requesting any further assistance.   Sincerely, Overstock.com

To Whom It May Concern: 09/03/2017 -  The customer purchased the Scottsdale Streamlined 6-drawer Double Dresser  09/13/2017 – The dresser was delivered to the customer. 11/01/2017 – Customer contacted our Live Chat option and chatted with Eva to advise the dresser had fallen apart. The...

customer was transferred (by chat) to Eva’s Supervisor for assistance.  The Supervisor’s name was Stuart. I read through the chat transcript and the customer was basically told the same thing that a return had to be made to get a refund. The chat agent nor the Supervisor chat agent could see the real problem. There was not a box that the customer could purchase from the places that were referred to them by the agents. 11/06/2017 The customer contacted our Social Media and said that she had requested to be credited a partial refund of half of the purchase price. The 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 available. The Social Media agent requested the order number so he could check on the issue. The Social Media agent advised: “This item has a 1 Year Manufacturer Warranty if you want to check that out call 800-932-2006. 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 $150.00 on Account as In Store Credit instead. (without return).   °RJ.” 11/06/2017 - 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 $150.00 credit on the customer’s account.  The Agent advised the credit was there and would automatically subtract upon the customers next order. The total purchase price was $218.87 less $150.00 credit= difference is $68.87 We can write an email of apology to the customer for all the inconvenience.   Sincerely,   Overstock

To Whom It May Concern, Standard shipping items will be processes and shipped within 1-2 business days, delivery is expected within 3-6 business days. On 07/27/2017, Customer submitted an order for 3 of the Blackout Curtain Panel Option: Ivory, 95", with the standard shipping option. An estimated...

delivery date of 8/02/2017, is listed for this purchase. On 07/27/2017, Shipment confirmation was provided, with UPS tracking number: [redacted].           Departure is reported from Hope Mills at 9:51 PM On 07/28/2017, Designation was scan was provided at Knoxville,TN. On 08/31/2017, our carrier reports a Lost Package investigation was started. Shipment records can be reviewed with the link below: [redacted] Overnight shipping as requested is not an available options; 2 day air is available for the merchandise selected. Overstock has provided a courtesy in-store credit in the amount of $10. Overstock has released the customer’s full refund on 8/08/2017. The customer may like to contact their financial institution directly for their established posting time frames.   Overstock has the ability to refund up to the amount of a customer’s purchase. Additional compensation will be granted in the form of store credit or rewards for Club O Members. Sincerely, Overstock

To whom it may concern,  The order was placed by the customer via eBay 06/26/2016. According to the listing for the Furniture of America Doris Solid Wood Vanity Table and Stool Set, it shows "30 days money back, buyer pays return shipping". In addition, the details show that the item "must be returned in new or unused condition and contain all original materials included with the shipment."The customer didn't agree with the return policy. Therefore, the customer filed a complaint with eBay on 06/30/2016. We have attached the complaint sent to eBay by the customer. In the complaint to eBay, the customer states that they purchased the vanity due to the stool fabric, and that the item received wasn't the color represented in the photo. The customer also advised that there was a drawer that was defective as it wouldn't open or close without sticking. The customer explained in their complaint to eBay that they did not feel that they should be expected to repackage the item due to the issues they found after the item was unpackaged, or that they should have to abide by Overstock's policies. The customer felt that they should just receive a full refund as they didn't feel that the quality or color was represented correctly. eBay sent the customer's complaint to Overstock and required that Overstock cover the return fees because the item arrived defective. Therefore, on 07/01/2016, a message was sent to the customer through eBay, providing the return instructions. We have attached the message sent to the customer through eBay. In the instructions, the customer is advised that the item will need to be received within 45 days of the delivery date in new or unused condition. Once a message is sent to a customer through eBay, it is the customer's responsibility to review the message. Overstock cannot be responsible for another person's practices in regards to reviewing their messages on their eBay account.In response to the message we sent, the customer closed the return, stating that they would be opening a dispute with PayPal, as they were having difficulty in properly repacking the item. The customer mentioned that it "wouldn't be of any use to Overstock anyway" and that they had discarded the item. We have attached a copy of the customer's response to our message after we sent a return shipping label to the customer. On 07/04/2016, we received a dispute from PayPal, reporting that the customer claimed the item wasn't as described. We did respond to the dispute. The dispute was closed by PayPal as we did provide return instructions to the customer and there wasn't any record that the customer had returned the merchandise to Overstock. The customer has made claims that this item should be considered a gift as they "did not order it" and also claims that they should not have to pay for an item that isn't as described and arrived damaged. Please note: The customer has mentioned to eBay and to the Revdex.com that the item was purchased and is now claiming that it is a gift based upon circumstances. Overstock does not agree with the customer’s claim, as this order was purchased by the customer, and Overstock did not send the order as a gift. Overstock sent the customer the merchandise based upon fulfilling the order that was purchased on eBay.Therefore, in order for the customer to receive a refund from Overstock, the customer will need to return the merchandise that was purchased, back to us. If the customer is unable to return the merchandise due to disposing of the item, no additional assistance can be offered to the customer, as the disposal of the item has not been authorized by Overstock.  Overstock will not issue a refund unless the merchandise has been returned to us. Sincerely,Overstock