Overstock.com

To whom this may concern,   [redacted] Order placed 04/11/2016 and delivered 04/15/2016. 05/03/2016 First contact by customer asking: customer noticing upon wearing the ring that the prongs are really rough and they are getting caught in clothing and blankets? Is this a normal thing? Can the...

prongs be smoothed out? 05/03/2016 Overstock representative contacted the customer and the customer explained the issue. A return was not what the customer wanted at this time. 05/04/2016 Overstock emailed the customer advising of the 5 year manufacturer warranty. 05/04/2016 Overstock advised the customer that the shipping to the warranty repair would have to be paid by the customer – but we would reimburse for the money spent to ship. The warranty would pay for the ring to be sent back to the customer after repair. 08/01/2016 Customer contacted us by our chat option and explained the ring was doing the same thing (the prongs are really rough and they are getting caught in clothing and blankets). The customer was given the return address for the warranty to send it in for repair. 08/19/2016 the customer contacted us to advise she returned the ring again under the warranty and placed a note in the box asking that the ring not be repaired but rather returned for a refund due to the problems she was having with it.  Also the customer received an email stating the warranty department had received the ring on 08/04/2016. 08/23/2016 Customer contacted Overstock by chat asking when the refund would be issued; and at that time we sent an urgent request to the warehouse/shipper asking if they had received the ring. They had not received it.  The customer was not able to provide the return tracking number as her computer went down and she was not able to get into the computer for any stored information. 08/24/2016 Overstock emailed the customer and advised that the warehouse/shipper had not received the returned ring. 08/24/2016 Customer contacted us by email to advise she had transposed some numbers in the address and the ring had been returned to her. 08/25/2016 Overstock had all the information needed to take care of the return. The customer needed the address of where to return the ring for a refund. 09/02/2016 Overstock emailed the customer the return instructions and the address to return the ring to. 09/03/2016 Overstock emailed the customer with return instructions and return address. This email included the fact that we can reimburse the customer for the return shipping charge. The information sent included: Fax the shipping receipt to ###-###-#### Attn: “[redacted]”, [redacted],for reimbursement. The issue was resolved because once the item is returned the refund will be given.   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. Overstock explained where the error was made, offered to pay for additional certification in light of the local jeweler who told me it was not diamond. After consulting with a GIA certified jeweler, they confirmed the ring's authenticity and assured me they would appraise and certify it as a genuine diamond. Overstock was incredibly prompt in resolving my problem, followed through fully to see where the miscommunication happened, and offered appropriate responses. I was incorrect in my assessment of their listing and am glad to say that they worked through my emotionally-driven fury with tact and professionalism. I would highly recommend this company in the future, in light of the quality of their customer support and the resolution they offered.
Sincerely,
[redacted]

To whom it may concern,  The customer placed an order on EBay for the Furniture of America Doris Solid Wood Vanity Table and Stool Set in the Cherry color option. The order was fulfilled by Overstock.  The customer's order was delivered on 06/30/2016 via UPS tracking #[redacted]....

The customer opened a dispute with EBay regarding the item that was received. Consequently, Overstock was notified by EBay that the customer would need to be assisted with a free return for a full refund.  Therefore, a free return was processed, and return instructions were provided to the customer. The customer was notified that the item must be received within 45 days of the delivery date in new or unused condition. Overstock wasn't contacted by the customer or by EBay to advise that there was any difficulty in repackaging the item. Overstock did not authorize the customer to dispose of the merchandise. Overstock cannot issue a refund unless the merchandise has been returned to us.  As the customer has filed a claim with PayPal, they will need to allow PayPal to mediate the issue, and make the final decision.  Sincerely,  Overstock

Complaint: [redacted]
I am rejecting this response because: I have already stated all that Overstock did in their response. This is a very bad business practice. Apparently this happens frequently and I am not the only one whom this has happened to. Most people would not go the trouble and just never shop at Overstock again. Problem is that most people would not speak up and file a complaint but many have and have the same complaint. I want the public to know what is going on and be able to make an informed decision about Overstock. I think the history speaks for itself and I will not be making use of the store credit because I may never get any item I purchase but be without my money for a month while waiting for a resolution. I bought one other item a few weeks earlier and the quality was awful but at least I got it. 
Sincerely,
[redacted]

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

Complaint: [redacted]
I am rejecting this response because: Overstock has not made any effort of...

compensation and the way the situation was handled was still unacceptable. I’m not asking for anything free at all, but there were too many disconnects and lies. 
Sincerely,
[redacted]

To Whom it May ConcernCustomer contacted Overstock via message to return the necklace at 7:20 PM on 2/4.  On returns for high value jewelry we have 3 questions we need to ask the customer.  Due to the volume of returns it may take 1-2 business days to contact the customer back. ...

Customer called in at 9:20 AM on 2/5 as they did not want to wait to be contacted.  The agent they spoke with is not on the Specialized Return team and asked the customer to wait to be contacted.  Customer called again at 9:40 and the return was set up.  Customer was emailed the instructions to return the necklace and advised that once received credit will be issued within 5 business days.  That is our standard timeframe.  Due to a high volume of returns after Christmas, there can be a slight delay in return completions.Tracking shows the item was returned 2/5.  Normally the return would be completed by 2/12.  This did take an additional three days and was completed 2/15.   Customer has been fully refunded the $1,635.19 their form of payment.  SincerelyOverstock  Tell us why here...

To whom it may concern,  The customer created an account using email address [redacted]@twc.com. The customer placed orders using this email address. The orders placed on this account were canceled by our Loss Prevention. The customer was informed that they would need to send a wire transfer in...

order to place an order through our website. The customer was informed of this more than once.  The customer then created a new account, using email address [redacted]@yahoo.com, and placed an order. The customer used an Overstock store credit card to place the order. The order was canceled, and the customer was informed that they would need to send a wire transfer to complete their order.  Overstock has partnered with a bank, named Comenity Capital Bank, to provide a credit card that can be used exclusively to purchase items on our website. However, the bank makes all the financial decisions regarding the credit card approval process, and Overstock doesn't have any control over who is approved for the credit card.  Therefore, when an order is placed on Overstock.com's website, the customer is subject to having their orders reviewed by our Loss Prevention Department. If our Loss Prevention Department determines that the customer will need to send a wire transfer, to complete their order with us, the customer will need to abide by this decision.  We have reviewed the notes on file, and confirmed that the customer has spoken to our Loss Prevention Department, and that they were advised that the shipping address on file has "suspicious activity" linked to it. The customer was advised that they will need to send a wire transfer to complete the order, and they were provided with the information needed to complete the wire transfer.  If the customer would like to discuss the decision made, they can contact our Loss Prevention Department at 1.866.211.0729.  For any assistance the customer may need with their credit card, they will need to contact the bank that is associated with the credit card, at ###-###-####. Sincerely,  Overstock

Complaint: [redacted]
I am rejecting this response because:  First, I'd add that OverStock (OS) support team has been available and fairly easy to work with.  However, to us the customer, the main scope of the complaint has not been addressed.  Through the last four months, we've had to deal with countless hours lost in coordinating deliveries (four or five), being available for the deliveries, being available for the final pickup, and hours spent on the phone with support.  After all this, we agreed to OS Support's offer, that we would accept other than perfectly NEW furniture to put a close to this ordeal.  However, the last attempted delivery was not the furniture we'd agreed to.  While it seems OS Support and us agreed on many things, it would seem OS does not have even limited control over the shipping/logistics of supporting their customers through to the end of the sales transaction.  While OS does not have control of the condition of the products delivered, it would seem they would "own" that responsibility, correct in manner, and oversee that correction.  For the hassles we've endured, (we just wanted new furniture), we feel it is only right that OS would offer FREE delivery of the returns, and FULL refund of those items (except items by law that cannot be returned).  We do not wish to have anything from OS that we didn't provide a payment.  Whether or not we actually go through with the returns is our option to consider.OS provided two options (either or, not "in addition"), either they provide us free shipping of the returns and refund at a discounted rate (applied to OS Points - NOT to the charge card), OR 15% off next purchase.  We offered to repurchase the furniture, AT THE SAME PRICE as the original purchased price.  OS support would not agree.  However, since the last communication with OS support, the price on the furniture was reduced, and after their 15% off sale (provided on the OS Web site, not just to us from OS Support), the price on the furniture would have been the EXACT price we had originally paid.  In a matter to two days, the entire transaction would have been right where we had left off... incomplete delivery of TWO sets of furniture, and with us awaiting for the next delivery.  OS would have "won" with funds ($5,000 more) from a customer, and we, the customer still left to wait on deliveries.We feel it is only right, since we can now re-purchase the same furniture ONE OUR OWN without OS Support's intervention, that OS Support would offer FREE returns and FULL credit to the charge card NOT to the OS Points for those items (except items not returnable by law).  Thank you.
Sincerely,
[redacted]

03/22/2017   To Whom It May Concern:   I have read the customers complaint and checked into the issue by reading all of the notes regarding this complaint. 03/12/2017 it appears that when the damage to the table was reported by the customer the agent sent in the request for a replacement...

table top but had listed the item as the TRIBECCA HOME Parson Classic Upholstered Dining Chair (Set of 2) and the incorrect order number. A Part Request time frame to be filled and shipped is 3-5 business days. 03/17/2017 we requested an update from the warehouse regarding the requested item. A new request was submitted on that day with the correct information. 03/20/2017 an email was sent to the customer giving the tracking number for the replacement table top.  It has shipped and is on its way. The item is now with the carrier Watkins under the tracking number # [redacted]. The shipment will transfer to Lodeso for delivery. The tracking number (Trax #) is [redacted]. The tracking is showing that they are awaiting the shipment. The order number for this part shipment is #[redacted]parts. The customer will be called to arrange a delivery appointment.  The phone number for Lodeso is 616-748-5560. The link below can be used to track the shipment: [redacted]  The customer does not have to return any parts to Overstock - please keep or dispose of unneeded parts. It was totally Overstocks fault with the lack of follow up to let the customer know what was going on with her request for the replacement table top and we do apologize for the inconvenience.  Sincerely,   Overstock

Complaint: [redacted]
I am rejecting this response because: It is unfair business practice to advertise merchandise that you do not believe will ever be restocked, it's click bait at best.  It is also represents poor ethics too offer an email notification of restocking service that does not actually notify you in a timely manner when it is restocked, however it did sign me up for daily emails about discounts without my permission.  It is a ploy to get email addresses for future spam.  Ironically I was offered a $5 credit for my inconvenience - which can't be used with the discounts I'm offered in the spam emails. I had a chat conversation to try to get this resolved and wasted more of my time.   I'll avoid your website to the best of my ability in the future.   
Sincerely,
[redacted]

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

Complaint: [redacted]
I am rejecting this response because:
I'm trying to accept this and ask questions to clarify uour proposal, however when I call your executive team they know nothing about this correspondenceand have reached out to "the warehouse". FYI Brother contacted me yesterdayconfirming that they never had the machine. ive called your executive center 3 times now and no one seems to know anything about this. However, Natalie , who I am on the phone with now is doing all that she can to reach out to someone to help me.I would like clarification on your proposal ( speaking with someone)Thank you for your response.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have waited 7 days and no such refund has been received, neither did I receive the email that you say was sent to me on 10/24/16 re:10/24/2016 – The customer was sent an email stating a refund has been resubmitted to Walmart today 10-24-16 in the amount of $112.34.   Please allow 7-10 business days for them to process the refund back to your form of payment.I have been in contact with the Revdex.com in Utah and let them know that I have not received any refund as of the date of this writing. If I accept the resolution without my refund the Revdex.com will close the case and I may never be refunded, therefore I am asking again for the refund.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: These guys are full of CRAP at Overstock.com first off even after they have said that they were going to stop the spam it has not stopped and they continued to send me spam. Overstock.com has been contactedmultiple times now.  2nd off it does NOT take 10 days to stop spamming my mailbox. That should cease immediately.  I am sick of this crap! And the constant lies by Overstock.com  Overstock.com has been already caught red handed by the Federal Trade Commission ("FTC") in the USA and was found to have been spamming.  These guys are pure [redacted].  Once again I have NEVER been a customer of overstock.com and they never should have been spamming me in the 1st place.  The only way that overstock.comwould have been able to get my email address was if they bought a mailing list from some one who harvested my email address from some where.  The response from overstock.com is pure garbage and they have been caught spamming red handed.  I am a Canadian Citizen and Overstock.com is in violation of Canadian Anti-spam laws.  Overstock.com has been caught red handed spamming which is a violation of Canadian anti-spam Laws under section 3 and 6(1)(a) http://laws-lois.justice.gc.ca/eng/acts/E-1.6/FullText.html1 (1) The following definitions apply in this Act.    commercial activity means any particular transaction, act or conduct or any regular course of conduct     that is of a commercial character, whether or not the person who carries it out does so in the expectation of profit,     other than any transaction, act or conduct that is carried out for the purposes of law enforcement, public safety,     the protection of Canada, the conduct of international affairs or the defence of Canada. (activité commerciale)    electronic message means a message sent by any means of telecommunication, including a text, sound, voice or     image message. (message électronique)3 The purpose of this Act is to promote the efficiency and adaptability of the Canadian economy by regulating commercial    conduct that discourages the use of electronic means to carry out commercial activities, because that conduct(a)    impairs the availability, reliability, efficiency and optimal use of electronic means to carry out commercial activities;6 (1) It is prohibited to send or cause or permit to be sent to an electronic address a commercial electronic message unless(a)    the person to whom the message is sent has consented to receiving it, whether the consent is         express or implied; Overstock.com is sending mail to Canadian Citizens (myself) and you have violated the laws of Canada by continuing to spamMy mailbox.   You have no consent to send any email to me and I have never been a customer of overstock.com Overstock.com has absolutely no consent to be emailing me. Any further emails from Overstock.com will be considered a further violation of Canadian law. The marketing policies of Overstock.com are less than acceptable they are to stop doing spam runs immediately and cease their mass mailing campaign.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  However, for the record, would like to clarify some points OverStock Customer Service touched on."The
customer purchased the Extended Selection ABBYSON LIVING Richfield
Premium Top-grain Leather Sofa, Loveseat, and Armchair Set, and the
ABBYSON LIVING Richfield Top Grain Leather Ottoman, on 09/29/2015.
The order number for the furniture purchased is [redacted]"  - We ordered two complete sets of Abbyson Living ordered, not ONE set (for a total of eight pieces of genuine leather furniture). "The
furniture is considered an oversized item and had to be shipped with a
freight carrier. Items shipped with a freight carrier can take 1-10
business days to ship and 1-4 weeks to deliver from the shipping date." - The first of the four deliveries and only two pieces of the six were acceptable (not counted are the two ottomans which were delivered separately).  Acceptable to us meant marks on the furniture that couldn't be removed with a soft rag and leather cleanser, uncorrectable wobble/twisted frame, and NOTICEABLE scratches in the leather."The
customer contacted Overstock and reported damage to some of the
furniture. The customer had accepted pieces of the furniture and refused
the damaged pieces. Therefore, the warehouse shipped out replacement
furniture." - This occurred four times from Oct '15 to Jan '16.  The fifth time, the delivery folks would not let us keep the last two pieces that would have made the complete sets."According
to our records, the customer reported that the carrier tried to
redeliver the same damaged furniture that was refused, and not the
replacement furniture that was shipped by the warehouse. Consequently,
the customer refused the delivery of the damaged furniture, and
requested that the furniture previously received, be picked up, and
returned. Once we confirmed the furniture received was picked up, the
customer's refund was issued, and the customer wasn't charged any return fees as the furniture arrived damaged." - After the fourth delivery, we were asked by OS representative if we would accept two pieces from the fourth delivery that were NOT damaged or otherwise acceptable.  This would have completed the two sets we ordered originally.  We asked the delivery folks if we could keep the two - and refuse the damaged items.  We spoke to OS representative, she spoke to the delivery folks and could not convince them to leave the two acceptable furniture.  They refused.  The representative asked us if she could arrange for the two acceptable furniture re-delivered, would we accept compensation for the one piece we had that was damaged (scratched sofa that was left before Christmas per another arrangement with OS representative).  At this point, we felt we were out of options, we accepted.  The representative tried her best - but when the fifth delivery came, the delivery folks brought two pieces from the first two deliveries - scratched and wobbly (twisted frame) chair.  We have the pictures from those earlier deliveries.  We then requested OS re have ALL the pieces picked up, and for a full refund."After
reviewing the customer's additional concern, that they should receive
some compensation for the time and inconvenience caused by the damaged
furniture, we have issued the customer $[redacted] in Club O Reward dollars.
The reward dollars are available immediately and can be used on a
future order with us. We know that this will not make up for the
troubles the customer has experienced, but we hope that they will use
it, and give us another chance to restore their faith in our services." - After five deliveries and pickups, over the span of four months, we were inconvenienced, and frustrated <not over lack of furniture, but the lack of communication from OS logistics (warehouse/delivery), and the QA of the furniture>.  The furniture that were acceptable were great, and we would have liked to keep them.  We ordered the furniture because of the great reviews on OverStock's site - we posted our review and OS did not post it (which we now realize why the reviews were so high on this furniture).One final note, we have zero complaints/issues with the Overstock customer service department.  The OS "customer" rating on particular items they are selling?  Let us just say we are not evaluating those anymore.  The QC/QA on the particular furniture we ordered was less than satisfactory.  Four separate deliveries to make almost two complete sets...  just unsatisfactory.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:They now added almost 300 dollars in charges to my Credit card after this complaint was lodged and this after they already refunded me for the shipping the issue is they sent me the wrong sizes on two items that notwithstanding this requires a fair result retract the illegitemate payment that I did not there authorize (that is fraud and theft) and return to me a fair costing for inconveniencing me please for this constant issue with your company over these matters.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: on most of Overstock's items, if there are more than 1 color, the picture will show more than 1 color.  I assumed because there was only the white chair posted, this is the only color the chair came in.  I considered the "Black" because of the legs of the chair, not the seat cushions.  I was infomed by live chat that if the product is not packed properly upon return, I will only get a partial refund.  I went to the UPS store to purchase a box, which I paid $22.25.  UPS came to my house yesterday.  The item was not ready for shipment.  The note stated they will be coming today between 1-5pm.   I am expecting a full refund.   I am rejecting the response because this entire order has been a nightmare from the beginning all because my package was left out in the rain and the box was destroyed.  I have been a good standing customer for a while now and because of the poor customer service I received, I will not shop there again.  One of many customers lost because of poor customer service. 
Sincerely,
[redacted]

Tim Garretson Complaint [redacted].  To whom it may concern, The item Ordered is fro a Dstributor who has a (5) business day timeframe to ship. That period expired on 11/21/17 eob.  You can always Re-Order the Rug if the Distributor does restock. Per your request the...

Order item has been Credited to your Master Card-11/24/17. Please check with them for posting timeframes. Sincerely, Overstock

To Whom it may Concern,  Our customer placed an order for the Bobkona Parrish 2-Pcs Left or Right Hand Reversible Sectional Sofa with selected Option: Tan - Stationary - Polyester Blend/Foam.  The delivery options available at checkout, are as followed the default is Outside Home without...

signature required is free of cost. Threshold delivery is the first upgrade at $9.99, Room of Choice is  the second upgrade and Room of Choice with limited package removal is the highest upgraded delivery option we offer.  Customer contacted us 12/18/2017 stating 2 large packages arrived, the tracking wasn’t updated to a delivered status as of yet and the agent advised to call us back if it was the sofa.  The agent issued $127.18 back to their form of payment considering the customer expected the delivery on 20th with a phone call prior from the Freight carrier, customers plans were disrupted for  the early delivery.  The issue was escalated to a supervisor, due to the Receipt showing a Polyester Blend/Bonded Leather/Foam."Available in espresso (bonded leather) and sand (polyfiber).  We are working with the customer to set up a return and accepting most of the liability of return shipping cost. As an exception our offer is to cover $200 of the return shipping leaving the  customer liable to pay $70.00 for this upgraded pick up service.  We feel that we have offered more than fair share of responsibilities to resolve this to our customers' satisfaction.  Sincerely, Overstock