Overstock.com

To whom it may concern,  The customer placed an order on 05/07/2016 and used Bitcoin to pay for the order. When Bitcoin is used, the exchange rate can change every 5-10 minutes. The exchange rate at the time the customer placed their order was 1BC = $460.41.  The U.S. dollar price of the...

stove was listed on our website for $902.00 and the U.S. price listed on our website for the refrigerator was $1,680.46. Therefore, because the Bitcoin Rate was 1BC = $460.41, the customer paid 5.60904411 for the stove and refrigerator.  On 05/27/2016, the customer contacted us to confirm why the stove and refrigerator were still processing. The customer was informed that a specialized representative would follow-up with them regarding this matter.  On 06/02/2016, the customer was contacted and advised that we were working to get their order shipped and would update them once any further information became available.  On 06/06/2016, we notified the customer that the warehouse had reported that the items were on back order; which was the reason that the order was still processing, and hadn't shipped out. We explained that we were working to get an estimated date as to when the items would ship out.  The customer replied and advised that they wanted their order canceled and a refund issued to their Bitcoin wallet at Coinbase. Consequently, the order was canceled, based upon the customer's request.  On 06/06/2016, the customer was issued a refund in two consecutive amounts that equaled $2582.46 ($1680.46 for the refrigerator + $902.00 for the stove), and we notified the customer of the details. The Bitcoin rate at the time that the refund was issued for the stove was 1BTC = $584 and when the refrigerator was credited, the rate was 1BTC = $583.98; totaling 4.42202055 Bitcoin. The customer received the refund in the U.S. dollar amount that was paid for in U.S. dollar amount on the order. Per our Terms and Conditions for Bitcoin (https://help.overstock.com/app/answers/detail/a_id/5794#tnc), they were refunded for the full USD value of the order and processed at the Bitcoin exchange rate when the refund was completed.  The customer responded that they got the refund, but that it was for the Bitcoin at the current exchange rate, and not for the original Bitcoin exchange rate at the time of purchase. The customer wanted an additional refund for the physical Bitcoin amount that was paid.  On 06/10/2016, we explained to the customer that we can only issue a refund for the full U.S. dollar value of the order and that this is processed at the Bitcoin exchange rate when the refund is completed.  On 06/11/2016, the customer replied that they didn't agree because they didn't pay with U.S. dollars, and should be refunded the Bitcoin amount paid. The customer requested to speak to a supervisor.  On 06/13/2016, a supervisor contacted the customer to discuss the refund amount that was issued. We advised that we only accepted the Bitcoin amount that equaled the U.S. dollar value for the order when it was placed. It was explained that when a refund is issued, it is in the U.S. dollar value of the current Bitcoin rate, at the time that the refund is issued. Because we only accepted $902.00 U.S. dollars for the stove and $1,680.46 U.S. dollars for the refrigerator, the refund was issued for the U.S. dollar amount at the current exchange rate. On 06/14/2016, the customer replied that they didn't feel the resolution was fair. Therefore, we contacted the customer and discussed the Bitcoin exchange rate at the time of the purchase and at the time of the refund. We did provide the customer with a breakdown of the Bitcoin rate at the time the order was placed and the Bitcoin rate at the time the order was refunded.  We did make an exception and issue an in-store credit for the monetary amount that the customer was out from the Bitcoin he received vs. what was paid. The customer was out 1.18702356 Bitcoin at the value of $460.41. Therefore, we issued an in-store credit to their Overstock account, in the amount of $546.52. The customer agreed to this resolution.  If the customer has any additional concerns, we would ask that they contact us at ###-###-####, and we will further assist them.  Sincerely,  Overstock

To whom it may concern, The customer placed an order on 06/12/2015 for the Petito Contemporary 1-Tier White Faux Leather Upholstered Shoe Cabinet and the warehouse notified us that the order was shipped out on 06/16/2015. On 06/24/2015, the customer informed us that they hadn't received their order....

We confirmed that the tracking information hadn't updated. Therefore, we explained that we would need to initiate a trace with the carrier, to see if the package could be located. The customer was advised that the trace can take 1-4 business days, and if the carrier was unable to locate the package, we would ship out a replacement shoe cabinet. On 06/24/2015, the customer contacted us again to request a refund, instead of a replacement. The request was updated on the customer's Overstock account. On 06/26/2015, the FedEx tracking number [redacted] updates and shows that the order is in transit to the customer.On 06/30/2015, the customer contacted us to confirm that the merchandise would be delivered on Thursday, 07/02/2015, as the carrier was showing delivery for Thursday, 07/02/2015. The customer explained that they are traveling and would not be available to accept the delivery after Thursday. The Customer Service agent explained that there was a trace in process, and that someone would contact the customer by the end of the day (06/30/2015) to provide an update on the results of the trace, as 06/30/2015 was the 4th business day. The customer then advised that he would contact FedEx to cancel the delivery. The customer was then assured that we would provide them with a resolution on the status of the trace; at which point the customer advised that if he didn't receive the merchandise by Thursday, 07/02/2015 or a refund, he would "sue."The customer was advised that we would make a note that a refund should be issued if the item couldn't be tracked. The customer then advised that he would contact FedEx to "not leave it on my door and return it to you." At this time, the customer requested that we contact FedEx and address his issue. The customer was advised that we had already contacted the carrier and were waiting on results of the trace. The customer then advised that his lawyer would be contacting us and asked for a contact number. The customer was provided with a phone number for future use. The customer advised that we would be hearing from them and then disconnected.On 07/01/2015, the customer contacted us and advised that they needed our address to file a complaint. The corporate address was provided to them. The customer also wanted an update on the status of the trace. The customer was advised that we were still working on the trace and it was confirmed that it was the 5th business day. The customer advised he was filing a claim with Revdex.com to assist in sorting this out.On 07/01/2015, the customer was issued a refund in the amount of $81.99, to their Visa credit card account. The customer will need to verify the credit posting time frames with their financial institution.On 07/02/2015, FedEx tracking updates and shows that the merchandise is being held for customer pick-up. After reviewing the information on the cusotmer's account, it has been determined that if the customer can pick-up the item before they go out of town, they can keep the item and the refund. If the customer is unable to pick-up the item from FedEx, it will automatically be returned.Sincerely, Overstock

To whom this may concern,   [redacted]  08/07/2017 – ordered nuLOOM Traditional Vintage Inspired Overdyed Floral Turquoise Rug (5' x 8')  - the product takes 5 business days to process and ship from the warehouse. Our website advised that the estimated delivery date would be...

8/15/2017. This order ship confirmed on 8/8/2017, the day after the order was placed by the customer. 8/15/2017 – On this morning, the customer contacted our customer service through chat. The customer had brought to our attention that the tracking showed no movement since it was ship confirmed. Customer service explained to the customer that we’re still technically within the shipping timeframe and that the tracking should update soon. 8/16/2017- The customer has chatted in again on this morning. The customer explained that they had contacted UPS, UPS had advised that the package wasn’t picked up from the shipper’s location yet. Customer service advised that once the shipment arrives to the customer’s local shipping facility, it will scan in. At this time, the customer was on with UPS as well as Overstock. UPS stated again that they do not have possession of the package and that the customer would need to request a re-shipment ( replacement order ) – the customer requested that we issue them a replacement. Since the order was within shipping time, a replacement was not granted to the customer. 8/19/2017 – The customer reached out via chat service. The customer explained everything that has happened thus far and they wanted an update on where their order is. Customer service continued to assure the customer that they would receive the product on or before 8/21/2017. 8/21/2017 – This would be the customer’s 4th time contacting via chat service. The customer went on to tell customer service about everything that has happened up to this point. The customer had not received their order yet at this time. The customer advised that if they do not have the product by the end of the day today, they need a replacement shipped and requested that be overnighted. This time the customer is very upset and threatening legal action. This chat was escalated to a supervisor. The supervisor issued the customer a full replacement order with expedited shipping ( 3-5 business days ). At this point, a claim was filed with UPS for a lost package. Replacement order number [redacted]. This order was promised on or before 9/1/2017. The customer asked this issue to be escalated past this supervisor. So this issue has now escalated twice to a manager now. The customer was advised that they would be receiving a call within 24 hours from another manager. 8/23/2017 – The customer was called, the manager left a voicemail to the customer. A 15% off coupon was issued to the customer due to the trouble. Because the customer wasn’t reached by phone, an email was sent to the customer. By this time, the replacement order shipped 8/22/2017. Since there were scans to this shipment, we were able to see that the order will deliver to the customer on 8/25/2017. The customer replied to the email that was sent and asked for 30% back to their payment method as well as the 15% off. This wish was granted from the manager. $22.82 was refunded back to the customer. This order is arriving to the customer today, 8/25/2017, UPS tracking [redacted]. This issue has been resolved.     Sincerely, Overstock Tell 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 it may concern, The cutomer placed an order on 11/26/2015 for the Tempered Glass Top White
36-inch Bathroom Vanity with Matching Framed Mirror and Faucet. On 11/27/2015, the customer contacted us and requested to change the shipping address as they had entered the incorrect shipping...

address. The customer advised that they didn't want to cancel the order, and replace the order with the correct address, as they believed that this option would be complicated. On 11/27/2015, we did reply to the customer, and advised that after an order has been placed we are unable to make changes, but that we would contact the warehouse and request that they update the shipping address. We did contact the warehouse and notify them that the shipping address would need to be updated. On 11/30/2015, we advised the customer we were still waiting to hear back from the warehouse in regards to our request to have the address updated. On 12/01/2015, we contacted the customer and advised that we were still waiting for confirmation from the warehouse that the address had been updated. On 12/02/2015, we learned that we didn't have inventory to fulfill the customer's order. The customer's order was canceled as a result and a refund was issued. The customer was notified of this information and we offered an alternate vanity to the customer. The customer declined the offer and explained that they had purchased tiles and a light to match the vanity that was selected.  The customer then located a comparable item; however, the price of the new item found, and the orignal order were different. The new vanity would cost more and so the customer requested that we cover the difference in cost. The customer was advised that we would cover $100.00 of the difference. The customer declined this offer and requested assistance in resolving their concerns.On 12/03/2015, we contacted the customer and agreed to cover the difference in cost on the new item, located by the customer, and the original price the customer paid. The customer was assited in placing a new order for the new vanity, and paid the same price for the new order, as they did for the orignal order. The customer earned the same amount of reward points on the new order as they did on the original order.  After placing the order for the customer, we notified the warehouse that the new order would need to be handled as a priority, and shipped as soon as possible.On 12/04/2015, the customer contacted us in regards to some concerns they had with the delivery. The customer wanted to know when the order would be delivered, as they wanted to be there, or wanted to know if the carrier would "just drop it off ."The representative advised the customer that the carrier would contact them within 24-48 hours after the item had reached the local delivery terminal. The carrier will schedule the delivery date and timeframe with the customer and someone will need to be present to sign for the delivery.The customer's order was shipped out, on 12/03/2015, with a freight carrier by the name of Ceva. The tracking number for this order is [redacted]. The customer may view more detailed tracking information by visiting [redacted], or by calling the carrier at ###-###-####.The customer's order is currently being monitored to ensure that the rest of their experience is as smooth as possible.Sincerely, Overstock

To whom it may concern, Order date 10/10/2014 7/19/2016 – We have notes that we have offered the customer maximum credit for this order and that customer service is not to issue any additional refund(s). On this day, the customer contacted Overstock’s customer care via online chat service. One of...

the first mentions from the customer is that the frame design is very poor from the moment they assembled it and overtime the bed has been slowly depreciating. The customer did go on about the legs bending and scratching her hardwood floors. The customer asked about the warranty of the bed however there is not a warranty that covers the bed. The customer did not like that there was not a warranty that originally came with the bed. Overstock does offer furniture warranties on furniture with or without manufacturer warranties. In this case, the customer did not purchase the coverage. The customer service agent let the customer know that the bed is out of stock therefore we could not offer parts however the agent did advise that she would contact the warehouse just to make sure that there is not a warranty or any other option. The customer advised that she would like a credit so she is able to purchase something of better quality. The agent advised the customer that we would need it returned in order to issue a refund. The agent also advised we would get back to her once we hear back from the warehouse. The customer asked the agent again what other options we could offer her.  The agent asked for photos but asked the customer to keep in mind that the customer has had the product for nearly two years and if we can do anything at all it would be to issue a partial refund. While on this online chat, the customer was able to provide us with photos. The photos were reviewed with a customer service supervisor. You can see the damage to the floor and the inner center legs have buckled and are bent. The customer advised us that when sitting on the bed or making any movement on the bed, the bed would move. The customer did go on to say that she read the reviews of the product and see that other customers have complained about the same issue. We then offered the customer a maximum of $200.00 to use as in-store credit. The customer was not satisfied with this amount because she cannot use $200.00 to purchase a bed. The customer asked for the full refund to be credited. We do not have the option to issue a full refund because of the amount of time the customer has had this bed. We then offered a return but we told the customer that we ask that she pay shipping and from there we would inspect the bed upon arrival to determine a refund. The customer did not agree. These are the only two options we can offer the customer. This online chat went on for an hour and a half. After, the customer and the customer service agent repeating themselves, the customer advised us to apply the $200.00 in-store credit that was offered. After the online chat ended, the customer wrote an email outlining her dissatisfaction regarding Overstock and this purchase. The customer explained the problem with the product and stated her issue with the item not coming with a warranty. The customer explained in her email that she should not have to purchase a warranty to protect from a poor quality item. In the customer’s email she states that she misused the bed. It cannot be determined that there was a typo in this sentence where the customer claims the bed was misused. In the closing of the customer’s email she stated that she feels Overstock should stand by our products, she is unhappy with the resolution and advised she will spread the word of the negative experience. 7/22/2016 – Customer service responded to the customer’s email asking for more details because her email did not include any order information. The customer replied with the email address used for the order. 7/23/2016 – Customer service responded to the customer’s email and reiterated that we cannot accept the return because of it being so outside of return timeframe. This agent offered the customer an additional $20.00 in-store credit on top of the $200.00 in-store credit that was already offered. 7/27/2016 – The customer replied and accepted the $20.00 in-store credit but then explained why she is still dissatisfied. The agent that offered the $20.00 in-store credit did not successfully issue the promised credit because they saw that we have issued $200.00 in-store credit and there were notes per customer service supervisor’s not to issue any more credits. 7/28/2016- I have issued $20.00 in-store credit because we advised that we would in an email to the customer. The customer currently has $220.00 in-store credit ready to use on a future purchase.  Regards, Overstock Tell us why here...

Complaint: [redacted]
I am rejecting this response because: the lady who wrote this is missing the whole point they dipped in and took bonus points out of my bonus point bank they took out 1200 dollars with the points equaling 60 dollars for a chair that was defective and we were trying to reselect another! I spent hours of my time trying to resolve this issue and we thought it was resolved but they turn around and do something else.  This company needs to be investigatedWhen they sold me the card which I had to pay for they said those bonus points would never be affected when we were working on this defective chair that was delivered all torn and ripped she said it wouldn't affect the bonus points once again but they went in and took 3 times their fair share when they weren't to take any so they are going to have to replace my bonus points or club Of as, it's called.  They are way out of line.  Bait and switch isn't right. We spent like 2 
Sincerely,
[redacted]

To whom it may concern,  The customer placed an order on 12/18/2015 for the Slumber Solutions Choose Your Comfort 12-inch Queen-size Gel Memory Foam Mattress.  On 12/21/2015, the customer contacted us to confirm the delivery status of their order. It was confirmed that the order would be...

delivered to the customer on 12/24/2015. We have reviewed the notes listed on the customer's account and do not see any additional contact from the customer in regards to their order.  As the customer is claiming that they didn't receive the correct item, they will need to call us at ###-###-####, and request to return the item received for a replacement or a refund. Because the order was placed during the holiday, the customer has until 01/31/2016, to contact us and request to return the item received. Please note, due to the difficulty and expense of returning memory foam, our warehouse requests that the customer send us pictures of the problem or defect before we initiate a return. The customer will need to send pictures of the item to [redacted]@overstock.com and include their order number [redacted] in the subject line of the email. Once the pictures are received, we will review the pictures, and if it is determined that the customer did receive the incorrect item, we will help them with a replacement or a refund.
 Please be advised that the name listed on this order is [redacted]. Therefore, [redacted] will either need to contact us to discuss the issues, or add [redacted] on to the account, as an authorized user. Additional information cannot be released to [redacted] unless he has been added by the customer, onto the customer's account. Sincerely,  Overstock

To Whom It May Concern, Overstock has contacted the customer regarding the INSPIRE Q Bellevista Square Button-tufted Upholstered King-size Bed, from order number [redacted]. Overstock will provided a free Priage 12-inch Compact King Bed Frame (Item# 19051328), as an alternative to the original bed...

support. Currently the Priage 12-inch Compact King Bed Frame is being processed for shipping under order number [redacted]. We recommend using a bunk board or Box spring with the Priage 12-inch Compact King Bed Frame. Sincerely, Overstock

To whom it may concern,  The customer purchased the Ray-Ban RX 5184 'New Wayfarer' 52-mm 2000 Black Eyeglasses on 01/25/2016.  On 01/26/2016, the customer contacted us to confirm the shipping status of their order. The customer was advised that their item was shipped on 01/26/2016, via...

USPS, and they would receive the item within 3-6 business days from the order date. We have confirmed that the customer's order was delivered on 01/28/2016. In reviewing the notes on the customer's account, this is the only contact we have had with the customer, regarding this item. Therefore, we have reviewed the listing for the eyeglasses purchased, and confirmed that there was an error in the description. Therefore, the listing has been updated to show that the measurements are as follows: Lens mm 52 x bridge mm 18 x arms mm 145. The measurement for this item reflects the same as shown in the title of the item. We thank the customer for bringing this to our attention and allowing us the opportunity to update the description of the item. Sincerely,  Overstock

To Whom It May Concern: 03/08/2017 the customer purchased the 14k White Gold 3 1/4ct TDW Cushion Halo Round Clarity Enhanced Diamond Engagement Ring (H-I, I2-I3). 03/10/2017 the order shipped out with UPS Tracking [redacted]. 03/16/2017 the tracking shows the order out for delivery on...

this day. 03/16/2017 the tracking stated: An adult signature is required to complete this delivery. UPS will make a second attempt. / Your delivery has been rescheduled for the next business day. 03/16/2017 the customer contacted us and advised she wants to return this item because this is the second time that she has to return a high price ring because UPS doesn't make deliveries after 10:30 and no is at her home at that time to be there for the delivery so set up the return for the customer 03/17/2017 the shipper asked that the package be held and then later that day the information updated and the sender then advised UPS to return to shipper. 03/21/2017 the tracking shows the order was received by the warehouse/shipper.  Once received the items pass through a warehouse inspection – this can take up to 5 business days. Once the jewelry is inspected the refund can be given.  This does not include weekends as the warehouses are closed. 04/03/2017 an agent called the warehouse/shipper to confirm the order had been returned and received. They confirmed it. 04/03/2017 the credit was issued and placed on the customer method of payment. Credit was given for inconvenience in the amount of two in store credits for $50.00 each = total $100.00 Sincerely, Overstock

To whom it may concern, The customer placed an order on 02/20/2016 for the Woodcrest Heartland Futon Bunk Bed. The picture of the item shows that there are drawers underneath; however, in the details of the item, listed on www.overstock.com show that the optional drawers are sold separately. We have...

attached a picture showing the details for this item.The customer contacted us on 03/03/2016, and advised that the tracking reflected that the shipment had been refused by the carrier due to damage. We issued the customer a $50.00 in-store credit for the inconvenience and assisted the customer with a replacement order. The replacement order was shipped out on 03/14/2016. The customer contacted us on 03/23/2016 to notify us that the replacement bed was also damaged and that she would be picking the item up directly from the carrier on 03/25/2016. On 03/25/2016, the customer picked up the bed, and found that the damage was a small scratch. The customer was issued $150.00 discount to keep the item as-is. We advised the customer that this was a picture shown on EBay's website. Consequently, we also explained that we would work to get the drawers and have them shipped to the customer. The customer contacted us after opening the bed as they were unable to locate instructions or the drawers for the item. We responded to the customer and advised that the drawers weren't included in with the bed and came "as an option". The customer provided us with a photograph showing that the drawers were included with the bed and didn't show that they were sold as an option. We reviewed the picture the customer provided and found that this wasn't a picture from the www.overstock.com website; however, this photograph was on EBay's website for the Overstock store that we have listed there. On 04/04/2016, we were able to place an order with the warehouse for the drawers. The order number for the drawers is [redacted]. The order is currently processing with the warehouse. The drawers can take 1-10 business days to ship out of the warehouse. Tracking will be provided to the customer, once the drawers have shipped out.Sincerely, Overstock

Hello,On 6/05/2015, the customer contacted us to let us know that the back of the dresser was missing. We informed the customer that this particular warehouse was unable to fulfill parts requests but we would be willing to set up a return and ship a replacement, ship a replacement and have the remaining, unnessary pieces returned, or keep it for a partial refund. The customer refused to take the dresser a part, which leaves out the return options. The customer then opted for a replacement to pick parts from and have the rest returned. The customer informed us that the replacement would need to be shipped to their office in New Jersey instead of the initial shipping destination in New York. It was the customer's choice to drive the piece to the original dresser and for this we issued $40.00 in compensation. Thank you, Overstock

To Whom It may Concern, Customer purchased the Abbyson Tuscan Premium Italian Leather Sofa and Armchair Set, on 12/26/2016, under order #[redacted]. The Abbyson Tuscan Premium Italian Leather Sofa and Armchair Set, Item # [redacted], is advertised with Upholstery materials: Top Grain Leather, and...

Leather match used on sides and back. If customer is not satisfied with merchandise Overstock will ask them to cover return shipping cost of $497. Sincerely, Overstock

To Whom It May Concern, The customer placed their orders on 2/4/2018 through Amazon’s web site, to be fulfilled through Overstock for 3 the Crystorama Traditional Crystal Collection 10-light Polished Chrome/Swarovski Spectra Crystal Chandelier’s These items were delivered to the customer on...

2/8/2018 and the customer reached out to us regarding the wrong items received. A response was sent to the customer regarding the issue on the following day, 2/9/2018 asking for more detail on the incorrectly received items. As of 2/9/2018 return shipping labels were sent to the customer for return of the incorrect items. Later that day it was found that due to a listing error on Amazon’s web site, the item that the customer was informed they were purchasing at checkout was the Crystorama Traditional Crystal Collection 10-light Polished Chrome/Swarovski Spectra Crystal Chandelier, but what they were actually ordering was the Crystorama Abbey 6-light Dark Rust Semi-flush Light as the listings were in error mixed up and this error was corrected. On this day additional contact to the customer was made advising of the located error, advising that we could offer to return the incorrect items received at no cost to the customer for a full refund but that we couldn’t offer to send the chandeliers. On 2/11/2018 the customer advised that they would be willing to return the incorrect items when they received the items that they were originally expecting and informed at that time they would be escalating the issue to the FTC.  On this same day it was re-advised to the customer that the expected items couldn’t be sent out to them and that we could only offer a refund for the return of the incorrect items at this time. Sincerely, Overstock

To Whom It May Concern, According to the record that Bongo has provided us with, it doesn't show that the customer paid duties and taxes. We have attached the record we have received from Bongo. As we show the duties and taxes weren't paid, the orderwas marked to have the customer pay the duties and taxes upon delivery.Due to we value the customer and their business, it was determined that we would assist with paying for the cost of the taxes and duties. Therefore, we requested that Bongo issue a refund in the amount of $43.41 EUR.Bongo informed us that they released the funds to PayPal on 08/03/2015, in the amount of $43.41 EUR; however, we have found out today, 08/11/2015, that the funds are being held by PayPal, as the customer filed a dispute. PayPal will not release the funds until the dispute has been resolved.At this time, the customer will need to contact PayPal, to determine the processing timeframes, due to the dispute that has been filed.Sincerely,Overstock

To whom it may concern: The customer ordered three computers and 3 warranties on 11/05/2015. The cost of each computer was $154.99 – 3 computers total - $464.97 The cost of each warranty was $52.49 – 3 warranties total - $157.47 The first computer was found to be defective it was returned and...

arrived at our warehouse on 01/05/2016. 01/03/2016 the refund was given for the warranty in the amount of $52.49. 01/05/2016 the refund was given for one computer returned in the amount of $154.99. The customer was given the information needed regarding the warranties and after some time the customer decided to return the items for a refund with a request to refund the warranties as well. The refund for the warranties in the amount of $104.98 was issued on 07/18/2016. The refund for the computers in the amount of $304.80 was issued on 08/16/2016 There is a difference of $5.18 which was not refunded because they were Club O dollars. Any time an item is returned, the Club O Rewards dollars that were earned on the purchase are debited from your Rewards account. The reason that $5.18 was not refunded was because the Rewards earned on this particular order, were used on another purchase and we cannot debit them from the account, so it is withheld from the refund. The customer’s request for interest and late fees that have been added to her credit card cannot be fulfilled. The customer has been refunded in full for the computers and warranties. Overstock cannot refund more than the customer paid for the items.   Overstock cannot be responsible for another person's personal practices in regards to payments of their credit card statements. If the customer does not agree with the late fees or the interest charged they will need to contact Comenity Capital Bank as they are responsible for applying these charges to the customer’s bill.   Comenity Capital Bank may be reached at: 855-810-2546 Representatives are available Monday-Saturday, 8:00 AM – 9:00 PM EST, closed Sunday’s and major holidays.   Sincerely, Overstock

To Whom it May Concern, Upon review of the customer’s account, I am unable to locate an order for the 18 pieces of patio furniture in discussion. Overstock requests additional information in order to assist; customer may provide the item name/s, item number/s, and order number/s. With the requested information Overstock will be able to research and review for a resolution. Sincerely, Overstock

To Whom It May Concern   There was a delay in getting an update from the dock search.  Customer has been given $100 in Club O rewards for the issues Overstock has created a replacement order for the set and customer was told they could keep or donate the items received.   Sincerely Overstock

To Whom It may concern, Our customer purchased the Furniture of America Sandre Glam Tufted Flannelette Sleigh Bed, with the Furniture of America 2-piece Dresser and Mirror Set, order number [redacted], on 09/13/2016. Once an order is placed and in the processing state with our warehouse, we are...

unable to cancel the order through our system. Customer contacted Overstock requesting cancellation of the Furniture of America Sandre Glam Tufted Flannelette Sleigh Bed on 09/14/2016. Our customer care representative has advised the return shipping cost would be covered. Oversized items may take 1-10 business days to process and ship from our warehouse, the Furniture of America Sandre Glam Tufted Flannelette Sleigh Bed, with the Furniture of America 2-piece Dresser and Mirror Set, where shipped from the same warehouse under Lodeso Pro number 820588, on 10/22/2016. On 10/12/2016, customer contacted Overstock informing the Furniture of America Sandre Glam Tufted Flannelette Sleigh Bed has been refused. Return was registered on 10/13/2016. On 10/21/2016, It was confirmed to our warehouse that the Furniture of America Sandre Glam Tufted Flannelette Sleigh Bed was refused, only the Furniture of America 2-piece Dresser and Mirror Set was accepted by our customer. Our customer was refunded the full purchase amount for the Furniture of America 2-piece Dresser and Mirror Set, on 10/21/2016.   Sincerely, Overstock