Overstock.com

To Whom It May Concern, Large items may take 1-10 business days to ship from warehouse.   Customers order number [redacted], for the Eviva Smile 48" Glossy White Modern Bathroom Vanity Set with Integrated White Double Acrylic Sink, was placed on 02/05/2017. Upon customers request 2/20/2017, a...

cancellation request was processed. Confirmation was provided by fulfillment warehouse that the order has been canceled on 2/22/2017.  Funds have been released to the original form of payment. Customer may contact their financial institution for direct posting time frames. Sincerely, Overstock

To Whom it may Concern, "The Correct Faucet has shipped Overnight UPS and is on the Truck for Delivery today."  Due to the expense of the item the Package has a Signature Required stipulation.Everything was processed as quickly as possible and at great expense to make sure the item was made available for the renovation.Compensation was provided for the Customers inconvenience. Sincerely, Overstock Customer Service.

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 It May Concern, Overstock has reached out to the customer by phone, a voice message was left with the answering machine, and email has been sent to the customers email address on file. It is recognized that the fraudulent activity was at no fault to the customer, the account has been cleared of any suspicion.   Customer is welcome to replace her order. For assistance please feel free to call Overstock Customer care at 800-843-2446. Sincerely, Overstock

To whom it may concern, On 12/23/2016, our customer ordered the Prepac 'Winslow Elite' White 2-door Standing Cabinet, and Winslow White 32-inch Elite Stackable Wall Cabinet, processed under order number [redacted]. Shipment confirmation was provided on the following business day 12/27/2016, with UPS...

tracking number: [redacted], and [redacted]. According to UPS tracking details, both packages arrived within 6 business days, delivery confirmation was provided on 1/03/2017. To assure the quality of our product Overstock does provide checks and balances. In the case a customer reports an issue with a product, or request parts Overstock will research resolution. Overstock products are shipped from thousands of warehouses; if a part is not available at the nearest location to our customer our supplier may ship from an alternative location. It may take 1-2 business days for a warehouse to verify parts are available. It may take, an additional 3-5 business days, to prepare parts request for shipping. Customer contacted Overstock to report 2 left doors were received with his package, on 1/07/2017. On this date a second email was received by our customer creating an alternative incident, recognizing the issue was same as the original issue our customer didn’t receive a reply as the matter was currently in review. Our warehouse advised on 1/09/2017, that the replacement right side door was ready to ship with UPS under tracking number [redacted]. On this date customer sent an email to Overstock creating a new incident concerning the parts request. Recognizing the issue has been addressed, with an email advising our customer of the shipment of his needed parts, Overstock did not reply believing the situation has been addressed. Customer may discuss the payment of an order with their financial institution, if I may be of further assistance please contact Overstock customer care at 800-843-2446, you may request to speak with Carrie G. in the Executive Relations Department. Sincerely, Overstock

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: 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

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, The customer placed their order on Friday, 05/01/2015, for 5 rugs and 4 rug pads. When the customer places an order, they accept the terms and conditions, by shopping on our website. As stated in our Terms and Conditions, "On very rare occasions, you may receive a Shipping...

Confirmation from us, but the product is no longer available in our or our third party fulfillment provider's inventory. You agree that we may rescind our acceptance and cancel your order without penalty if we are unable to ship the product you ordered due to unavailability."The rugs and rug pads ordered by the customer would need to be shipped out from different warehouses. Each warehouse is responsible for confirming the available inventory on our website. One of the warehouses notified the customer immediately, on 05/04/2015, that there was an inventory error, and canceled the Safavieh Adirondack Ivory/ Silver Rug (6' Square). Because this rug was canceled immediately from the customer's order, they were not charged for the merchandise. The warehouse did issue a $5.00 in-store credit as a token of apology. According to our records, on 05/05/2015, the remaining items on the customer's order shipped out, and tracking informaiton was provided to the customer. The customer contacted us on 05/12/2015, as they were concerned that the tracking hadn't updated for the nuLOOM Traditional Vintage Fancy Floral Grey/Multi Rug (7'10 x 10'10). After reviewing the customer's concern, we explained we would need to initiate a trace with the carrier, as our records showed the item was shipped out.On 05/15/2015, we did follow-up with the customer to see if the carrier had delivered the missing rug. The customer contacted us back later that day and confirmed that they still hadn't received their rug.On 05/18/2015, the trace was completed, and so we did issue a refund to the customer's credit card account, because we no longer have inventory to ship out a replacement. The customer was sent an email on 05/18/2015 to notify them of their refund details.The customer can return the rugs and rug pads received; however, we are unable to ship out the additional two rugs to the customer, as we no longer have inventory for these rugs. We are also unable to locate the rugs from a different vendor in order to ship to the customer. If the customer would like to further discuss the return of the rugs and rug pads received, they can contact us at [redacted], and we will be happy to further assist them.Sincerely, Overstock

To Whom it May Concern,   On 11/28, the order was placed for the desk and cabinet. This order has a ship out timeframe of 1-10 business days and then 1-4 weeks for delivery.  On 12/13 the cabinet was delivered however the desk was not. Both items shipped from the supplier show the same...

tracking number for delivery. We reached out to the supplier on 12/15 for an update on the tracking information to confirm if the package was shipped under a different tracking number. On 12/17 we received notice that the supplier had shipped all 3 boxes and they were signed for by the shipping company under one shipment. Since the customer only received one box , we have reached out to the carrier to confirm where the additional packages are. Due to the busy holiday season, we were unable to get an update from the carrier until 12/26. At this time a dock search has been initiated to locate the package. This can take up to 72 hours to verify the package location. If we are unable to locate the shipment, a refund or a replacement will be issued at the customer’s request.   Sincerely , Overstock.com

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

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]

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 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...

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

To Whom it May Concern, Upon research of order number [redacted], I found our customers order for the Safavieh Indoor/ Outdoor Courtyard Crisscross-pattern Blue/ Beige Rug (8' x 11'), was placed on  01/14/2017 11:59 AM. After an order has been placed there may be only a small window of time...

before the order is in the processing stage with our warehouse, at this time we are unable to cancel orders through our system. In extreme situation Overstock may send a special request.  We must allow 24-48 hours for our warehouse to respond.  If an order has already been prepared our warehouse may not be able to cancel an order, and will provide confirmation of shipment.    Fed Ex tracking number:  [redacted], has been provided on 1/16/2017, package was picked up at 1:01 P.M. Fed Ex noted a request  “Return to Sender” on 1/18/2017. Fed ex records package delivered  in Easton, PA on 1/23/2017. According to customers account, a full refund was released on 01/20/2017, to customer’s original form of payment. Customer may like to contact their financial institution directly for their direct posting time frames. 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!

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 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 It May Concern,   Overstock received notification that the customer only received 3 of the 4 items purchased on the delivery date of 3/21. A claim was filed on the merchandise with the shipping carrier which normally take 4 business days. A replacement order was put in on 3/28. The...

product shipped on 3/30. The replacement order currently has an ETA of 4/6.   Sincerely, Overstock.com