Overstock.com

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,   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

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, 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

To Whom It May Concern:   The customer purchased 4 rugs on 10/17/2016 and also a warranty was purchased.  The warranty purchased was:   Area Rug 5 year Protection Plan   SKU: 13193213 Name: Safavieh Handmade Heritage Timeless Traditional Blue/ Gold Wool Runner (2'3 x...

8') Price: $39.99    You can see by the description of the warranty it was indeed for just that specific rug. That warranty was canceled.   On 10/27/2016 a new warranty was purchased by the customer and it is:   Area Rug 5 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 5 business days, and damage must be from a single incident. Accumulation 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, 2017 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

To whom this may concern, [redacted]  11/22/2016 - Sherry Kline Wild Safari Taupe 8-piece Comforter Set 11/30/2016 – The customer contacted Overstock and advised that the pillows to the comforter set were not sewn correctly. A return was set up by the specialist that the customer spoke with. A...

prepaid UPS shipping label was emailed to the customer. The tracking number to this return is UPS [redacted]. At this point in time, the label doesn’t appear to have been used and will not appear on UPS’s website. This is because the label was issued in 2016. Overstock has no record of the item ever being returned nor has the UPS label ever been used to return the item. The customer may have returned the product without using Overstock’s shipping label. However, Overstock would still need to obtain the tracking information that the product returned on. If the customer has this information, they may contact Overstock at 800-843-2446 and we can investigate further. The return has since been canceled since Overstock does not have the product in possession.   Sincerely, Overstock.com Tell us why here...

To Whom It May Concern: 02/23/2018 Customer placed order for Pine Canopy Tuskegee Pillow Top Queen Sofa Bed   Option: Walnut Arms Suede Dark Blue Upholstery Order # [redacted]. $213.77   The purchase was in our system as a pre- authorization. The hold of the funds prior to shipment...

is called a Pre-Authorization. A Pre-Authorization hold usually only takes about 3-5 business days to be removed and your funds to be available for use depending on your financial institution.   02/23/2018 The customer contacted us to express she had forgot to include the suite number when she entered her shipping address.   02/23/2018 The Solution Specialist that assisted the customer stated and noted the account: Since the customer did not want to cancel the order, advised them once the order gets processed we will send a message to our warehouse to see if we can add the suite number. 02/23/2018 The order was in what we call a fraud check and because it was the customers first order with us the Loss prevention department will usually perform the needed task to make sure the card is legit. The Supervisor in our Loss Prevention Department called the customer back and the notes show that a request was sent to the warehouse to add the suite number and added if it has shipped we can call UPS and have it added. 02/25/2018 Emails from the customer advising us of how she felt about this issue and I can see notes stating the warehouse wanted a new order due to the loss prevention department being involved.  So that is when we advised the order needed to be canceled and a new order placed. The actual notes on the account state: Customer has been dealing with waiting for her order to be process by the warehouse due to some confusion that order was not accepted by the warehouse because LP had notes on it. Called the customer back today and spoke with LP to make sure they had no issues on the account. Sent out that cancellation request. honored per tammy the original cost and replaced the order for the item. Customer needs Warehouse to cancel the order ending in [redacted] and take the pre-authorization hold off.  02/26/2018 The warehouse advised they could cancel that order it had not been shipped yet. The original order placed on 02/23/2018 and it was estimated to arrive on 03/05/2018. Without counting the weekend only business days that would give the order six business days to arrive as our orders ship and deliver within 3-6 business days. The replacement order #[redacted] was put in on 02/25/2018 and it shipped within the 1-2 business day time frame. It left the warehouse on 02/27/2018. It was estimated in our system to arrive on 03/05/2018. 03/02/2018 The customer emailed in and stated we were liars and that we had told her the item would arrive by 03/02/2018 and that the other charge (pre-authorization) had not been put back on her method of payment.  The pre-authorization can take 3-5 business days and we advise the customer if that cannot see it posted to contact their financial institution for posting time frames. Also threatens she would report us to the Revdex.com. 03/02/2018 The notes on the account show that they explained the pre-authorization charge to the customer. 03/07/2018 Customer contact to return the item as it arrived in a defective or damaged condition. 03/08/2018 The call tag (meaning a label that UPS will be sent and not the customer) was created on 03/08/2018. The call tag scans show that UPS was at customer address to pick up the item on 03/09/2018, 03/12/2018 and 03/13/2018 and UPS notes state they could not pick up as the item was not ready. With call tags UPS will make three attempts and then the call tag is canceled. 03/11/2018 Notes show that during a text message conversation the customer advised: I am not at the suite on Monday first, second, you need to take it apart and bring a giant box or just load it up assembled.  I have reported you through Revdex.com Our Standard Return Policy for items delivered by a ground carrier such as UPS, Fed Ex, DHL – they do not have drivers that will disassemble and package returns for a customer. This can be done when the item in question has been delivered by a large carrier such as Ceva Logistics, Yellow Freight, etc. The large carriers are equipped to do these tasks. We will recommend that the customer donate or dispose of the item in her possession due to the circumstances of this issue. The customer will be contacted today and given this option. If she accepts we can issue the refund today. Sincerely, Overstock

Complaint: [redacted]
I am rejecting this response because:The reason I was past the window to return is because I ordered the tables the first week of November and it took over two months for the manufacturer to fill my order and have them delivered to my residence. First email to the company was February 24th and I have those messages still on my phone if I need to provide those for you. Since it took so long to fill my order it was too late for Overstock to honor the product they were selling, with is very inconvenient for their customers and is bad customer service in my opinion. Also, I never received an email from Overstock like they stated. My guess is that they used the wrong email address again as I had to provide the right email address to them twice during this ordeal because the one they had on record wasn't working correctly. Their company doesn't seem to know who is doing what, who has sent what message and when, etc. I asked for a refund from Overstock because they are a nightmare to deal with and I just want away from that company. I have spent tens of thousands of dollars with that company the last couple of years and I am appalled at how they treat their customers. I have already contacted the manufacturer which is South Cone Home. They have received pictures and have agreed to put another order in for new tables. If they follow through I won't have to proceed with this company any further but my suggestion to them would the the right hand needs to know what the left hand is doing. And if a customer orders a product and it is known those tables have yet to be made and delivered then your window for return needs to be adjusted accordingly. I feel Overstock has been incredibly unprofessional in this matter and I know I will not be a returning customer for them in the future. Going to social media with this I have learned that Overstock has awful customer service for not just me but for many others. It has been the manufacturers in all of those other cases that have had to step up and FINALLY help the customers out. That's not right. Thank you to Revdex.com for trying to help me with this matter but I will not accept Overstock trying to say I was negligent or just didn't respond. I wish I could post a picture of the tables so you can see what we are eating our family dinners at. It is beyond ridiculous. Thanks again, have a great day!
Sincerely,
[redacted]

To whom it may concern, The customer placed an order on 11/21/2015 for the Hawthorne
Queen Bed with 4-drawers. This item is an Oversized Item and the Oversized
Items Delivery Policy applies to this item.As shown in our Oversized Items Delivery Policy, Oversized
items leave our warehouse within...

1-10 business days, and take 1-4 weeks from
the time it leaves our warehouse to be delivered. In addition, the policy
states that once the shipment is ready for delivery, the customer will be
contacted at the phone number(s) provided to us at the time the order is
completed.The customer's order shipped out on 11/23/2015; which means
that to remain within the standard delivery timeframe for this item, the item
would need to be delivered by no later than 12/21/2015.On 12/02/2015, the customer contacted us, to advise that the
carrier for this item didn't contact them to schedule a delivery, and just
dropped by. Because the carrier did not schedule the delivery with the
customer, the customer wasn't home, and so a note was left for the customer to
contact the carrier and schedule the delivery. The customer advised she had
been trying to reach the carrier to schedule the delivery; however, they were
not able to reach anyone. The customer was notified that we would need to
further research this and follow-up within 1-2 business days. The customer
provided the best number to follow-up and reach them on. On 12/02/2015, it was noticed that the number the customer
provided us with at the time their order was placed, wasn't the same as the
follow-up number the customer provided to us. We confirmed that the carrier
didn't have the correct phone number to follow-up with the customer. Therefore,
we provided the customer's correct phone number to the carrier for follow-up.
We also requested that the carrier contact the customer to schedule a delivery
and provided the customer with the carrier's contact information.On 12/03/2015, the customer contacted us and advised that
they contacted the carrier, and that the carrier was unable to reach the local
delivery agent. The customer requested that we assist in contacting the carrier
and getting this taken care of. On 12/04/2015, the customer contacted us to follow-up on
their order. We apologized and explained that we were working on this with the
carrier. The customer requested that a delivery be scheduled within the next 48
hours or they would need to cancel the order. On 12/05/2015, the customer called us for an update on the
delivery of their bed. We advised that they would receive an update on this
within 1-2 business days. On 12/08/2015, the customer contacted us and explained their
experience with their delivery. The representative explained that we would need
to reach out to the carrier and would contact them back the same day with an
update. The customer was contacted later that day and advised that the carrier
had scheduled the delivery of their order for 12/09/2015 between the hours of
7:00 -11:00 AM CST. The customer was also provided with an alternate phone
number they could use to contact the carrier. On 12/10/2015, we contacted the customer by email, and
advised that our records show that the bed was delivered on 12/09/2015. We
requested that the customer contact us if our records were incorrect. The
customer was also issued $75.00 Club O Rewards for any inconvenience we may
have caused. As our records show that the order was delivered, the issue
has been closed in our system; however, if the customer hasn't received their
order, we would ask that they contact us at ###-###-####, and request to
speak to Melody.Sincerely, Overstock

To whom it may concern,  The customer placed an order on 11/16/2015. The payment amount authorized by the customer was in the amount of $213.83. On 11/17/2015, the warehouse found that there was an error with the available inventory for the item that was ordered by the customer. Therefore,...

the customer's order was canceled, and the customer was sent an email notification about this. The customer was issued a full refund in the amount of $213.83, on 11/17/2015, to their PayPal account. In addition, a $[redacted] in-store credit was issued as an apology for any inconvenience this may have caused.  On 11/17/2015, the customer contacted us and confirmed that they received notification that the order was canceled due to an inventory error. The customer requested confirmation on what that meant and it was explained that the order was canceled because we didn't not have the item available to be able to ship to the customer. The customer was advised that they were issued a full refund.  **Per our Terms and Conditions (https://help.overstock.com/app/answers/detail/a_id/63), the customer agrees that by accessing our website, that they agree to our Terms and Conditions. As part of the terms and conditions, it states that "On occasion, you may be able to place a product in your shopping cart and submit your order for processing, but your order is subsequently cancelled due to unavailability of product. You acknowledge that products may sell quickly and there may be a short period of time after an order has been submitted, but where the product is no longer available. You agree that we may cancel your order after you have received an Order Confirmation without penalty." As the customer paid $213.83, and was refunded $213.83, we are unable to issue an additional refund. Our system will not allow us to issue more than the customer paid for the item. The customer has claimed lost business; however, Overstock cannot be responsible for another person's business practices in regards to loss or profit. Sincerely,  Overstock

To whom it may concern,  The customer purchased a HP Compaq 8200 Intel Core i7 3.4GHz 500GB Computer (Refurbished) on the Overstock website. The customer contacted Overstock to report an issue with the computer. Overstock assisted the customer with a return.  The customer...

contacted Overstock after we had assisted them with the return of their order, to explain that they had received a call from a person, "who said they were from Microsoft". The customer explained that they asked the person how they had gotten their phone number, and that as the person was less than professional, the call was ended. The customer went on to ask Overstock how the call happened within minutes of a chat conversation that they had with Overstock. The customer advised that they were concerned that their personal information was being shared outside of our company. The customer requested that a manager follow-up with them on Monday, 08/22/2016. We replied and advised the customer that we use SSL encryption and the latest technology to ensure that their shopping experience is safe and secure. The customer replied and requested that a supervisor contact them on Monday, 08/22/2016. Consequently, we did confirm that someone would contact the customer back to further assist them with their concern. The customer was also provided with our phone number in which they could contact us and a reference number that they could reference for the chat conversation. A supervisor did contact the customer back on Wednesday, 08/24/2016, and advised that we did check with our Technical Department and they confirmed that our company is safe and secure and that we did not give any information out. [redacted]Overstock is not, in any way, related to the call that the customer received. We did not share the customer's personal information with anyone outside of our company. If the customer is concerned with ID Theft issues, we would suggest that they contact their local authorities, and file a report with them. Sincerely,  Overstock

Complaint: [redacted]
I am rejecting this response: In the response given from Overstock.com they Continue to suggest this was a problem created by me; which is not the case. The photo submitted was the exact description from Overstock through EBay. The issue, is that when I purchased this bed, the description read what was posted on eBay. I also reached out to overstock and inquired about the mattresses and was told then the drawers were included. When I inquired about this on Saturday evening, after reading the entire description over the phone to the Overstock Rep he said that they would check into this. When I was emailed their response on Monday telling me these drawers were an option, I went back to their website and the bed description was changed. When I was called after Overstock received my complaint through the Revdex.com, the woman told me that they had a right to update their website as needed. I believe all our conversations were recorded. She also stated that she would be contacting eBay to update their website to the change as well. Overstock emailed me that the drawers were ordered and would be shipped to me. I have since received an email confirming an order for these drawers placed on April 4, 2016. I will be completely satisfied with an explanation to why the bed description was changed, and when the drawers are actually in my home, with no extra cost to me.
Sincerely,
[redacted]

Hello,Hello, The customer contacted us on 5/16/2015, asking for us to price match the "Upton Home Encore" furniture stating that the items were received under a different name. We informed the customer that the most we are able to price match is $100 but because the item was already ordered, we...

would make an excetion and see what we could do and we asked for pictures. Overstock does not have a price matching policy; however, we will make exceptions on a case by case basis.On 5/18/2015 the customer replied with links to other websites for the Mandalay furniture but we did not receive any images of the items in which they received. We replied on 5/19/2015 informing the customer that the links they sent to us from other websites were not of the same product sets. We still had not received images at this point. We offered to initiate a return and send a replacement as we still could not verify if we had sent the incorrect item. The customer replied on the same day with additional information regarding shipping on other websites for the Mandalay furniture and informed us that we were misleading, deceptive and anti-competetive. The customer then said they would be filing a complaint with the Revdex.com. The customer stated that they disagreed with our basis for refusing price matches and again, that wewere deceptive. Also on 5/19/2015, we received an email from Google, informing us of this issue. We worked with the customer and issued a partial refund. The customer will be keeping the items ordered. Thank you, OverstockOn

To Whom It May Concern Customer contacted Overstock the evening of 3/26 in regards to not receiving the table.   An agent from our freight department called the customer back the morning of 3/27 and left a voice message and followed up with an email.  Email stated that Overstock...

was working with the carrier to locate the table.  It was explained a dock search can take up to 72 business hours to complete.   Customer was told the agent would follow up with them in 1-2 business days once they had an update. A dock search is the first step since the carrier can deliver the table if it is located.  The agent will be following up with the customer 4/2 or 4/3 and will offer solutions if table is deemed lost. Customer should allow time for the process to be completed.  Customer has received $100 compensation for the delay in the meantime.   Sincerely  OverstockTell us why here...

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 placed order # [redacted] on 9/7/2016. The item is sold by a 3rd party vendor on our site. The contact information of this vendor is provided to the customer on the direct product page. Customer contacted us via chat on 9/10/2016 via Chat asking why the item was...

delivered in a third party box. She also pointed out that the item on Amazon was selling for $26.00; she purchased it for $62.00 and requested that we refund her the price difference. We offered $20.00 in store credit. She then requested how to initiate a return. Return contact information was provided to the customer. She contacted the Trusted Merchant and was issued a return label. Trusted Merchant contact info is provided to the customer and also listed on our site as follows: About Highlight USA LLC Welcome to HIGHLIGHT USA LLC. And you will find a large selection of high quality lighting here, Wall sconce lighting, Pendant lighting, Ceiling lighting and kinds of industrial lighting. Our products are uniquely hand made with the natural color, articles and sculptures are all original. Any of your inquiry on our products will be highly appreciated and all your orders will draw our prompt attention. Customer Service For customer service inquiries or to initiate a return, please contact Highlight USA at [email protected] or 307-655-7463 Return Policy 1. Please contact us before returning with the order number. 2. We will refund you if you return the item within 30 days of your receipt of the item for any reason. 3. Buyer should bear the return shipping cost to our warehouse. 4. Refunds will be issued once the return is received in original packing and original condition, send us the tracking number when the return order is shipped out. Return address: 3503 Jack Northrop Ave, Suite #X4851, Hawthorne, CA 90250 Contact Information Hours: Working hours: 7/24 Phone: 307-655-7463 Email: [email protected]   Customer then contacted us on 9/11/2016 via email informing us that she created her own air bill with FedEx and paid $21.55 to have the item returned.  No return tracking number was provided from the customer.   Sincerely, Overstock.com

To whom it may concern,  The customer placed their order on 04/25/2016 for three different furniture pieces. The furniture was shipped out and delivered to the customer.  On 05/07/2016, the customer called in because they wanted to return the entire order, due to the quality wasn't what...

they expected. The customer advised that the items were assembled and they no longer had the packaging to return the merchandise.  The customer was informed that they would need to disassemble the item and locate packaging to return the merchandise. The customer advised that if we shipped assembled items like Wayfair, she wouldn't have any problem with returning the items. The customer explained that she would not be spending any money on boxes to ship the merchandise back. The customer advised since we wouldn't take the return assembled, she would like the "Executive Phone Number". This was provided to the customer.  On 06/01/2016, the Executive Relations Department contacted the customer, and advised we will assist with the return, and have the merchandise picked up by a freight carrier. Consequently, the return has been registered with a freight carrier by the name of Ceva. The carrier will contact the customer within the next 2 - 5 business days to schedule the pick-up date. The customer can also contact the carrier at ###-###-####, to schedule a pick-up and provide Load #[redacted]-[redacted]-[redacted] We have attached the Bill of Lading that the customer will need at the time of their pick-up. The customer will need to print out 5 copies. One copy is for the customer's records, one is for the driver, and the remaining three copies will need to be attached to each piece of furniture.  Once the carrier’s website has updated that the merchandise has been picked up and is in transit to our warehouse, we will complete the return, and issue the customer's refund. The customer will continue to receive follow-up until we can confirm the merchandise has been picked up and a refund has been issued.  *Please convey our apologies to the customer for their experience and the lack of assistance they received when they contacted us for assistance with their return. We are working to ensure this issue doesn’t happen again.  Sincerely,  Overstock

To Whom This May Concern, Per our records, the customer had contacted us on 8/27/2016. We provided her the return policy and customer opted to keep the item. https://help.overstock.com/app/answers/detail/a_id/1   We reached out to the customer on 8/30 and initiated a damaged claim. The...

incident is currently open and will be completed on 9/1/2016 with a refund to the customer.  Sincerely, Overstock

To whom this may concern,Regarding the customer’s first order [redacted] – our records
indicate that this arrived on time and not 5 days late. The customer ordered
the product on 11/29, the product shipped on 11/30 with USPS. After the product
is with the carrier there is a 3-6 business day(s)...

shipping timeframe. The
customer did not pay for upgraded shipping on this order. The shipping was free
on this order. There was an estimated delivery day of 12/4, however this is
only an estimated date, not a guaranteed date. The customer did contact us on
12/5 concerned for his order. Overstock addressed the matter with USPS because
the order did arrive to the customer’s state on 12/3 and did not deliver until
12/6. This is within the shipping timeframe ( 3-6 business days ). Due to this
causing much concern to the customer, we did issue our Club O Gold membership
which is active for one year, he receives 5% back on orders and free shipping on
future orders. The customer also receives special Club O promotions that other
customers do not have access to if they are not a member. Regarding the customer’s next issue with order number [redacted]
for the RCA Black Cambio 10" Windows Tablet w/ Detachable Keyboard. He
purchased the item on 12/6/2015 and he added 2-4 business day(s) expedited
shipping to his order which was an extra $12.47. The product shipped late on
12/10. The latest that the customer would have received the product is
12/11/2015 if it had shipped on time. The order is still on its way to the
customer and will deliver to this on 12/14/2015. We refunded the customer
$12.47 because the order was not expedited and that was issued back to his
Overstock Store card. This was refunded back to the customer on 12/13/2015. Overstock

To whom it may concern,The customer placed an order on 12/14/2015 for the Artiva USA 63-inch Walnut Floor-Standing
Mirror and Jewelry Armoire with LED Light. The customer paid $162.99 for their order. The customer contacted us on 12/14/2015 and requested to cancel the order. As the order was...

processing, the customer was advised we couldn't guarantee that the order could be canceled; however, we would try to cancel the order and provide an update in 1-2 business days.A request was sent to the warehouse to cancel the customer's order. The warehouse confirmed that the order was canceled and that a refund would be issued. Consequently, the refund wasn't issued and the order wasn't canceled, and was shipped out. The warehouse shipped the order out under UPS tracking # [redacted]. Therefore, we contacted UPS and requested that the order be intercepted and returned. UPS confirmed that the order will be intercepted and returned, and so we have ensured that the customer's refund was issued today, 12/16/2015. The refund was issued in the amount of $162.99 to the customer's Visa credit card account. If the customer doesn't see the credit, they may need to check with their financial institution for their credit posting timeframes. Sincerely, Overstock