Overstock.com

To Whom It May Concern,   Our customer contacted us by phone on 10/5/2016 by phone to return the bunk bed because he found it cheaper on another website. He wants to return this on his own as he has contracts with freight carriers. Customer was advised that we will send a request to our...

warehouse for the return information and address and will follow up with him in 3-5 business days. We communicated with our warehouse and sent the customer an email on the same day 10/5/2016 providing him return information as well as returns address. We have not received a reply from the customer after 10/5/2016. It is possible that the customer is contacting the manufacturer directly and getting replacement parts direct from them as we have no other record of the issue besides what is already noted. This matter was considered closed on our side as of 10/5/2016.   Sincerely, Overstock.com

Complaint: [redacted]
I am rejecting this response because: I was told by Donna in customer relations on a recorded line that the luggage will be here that Thursday which was a lie
Sincerely,
[redacted]

To Whom it may concern, The replacement can be tracked here : [redacted]. We need to give the shipping company 1-2 business days after the package shows delivered since on a few occasions the delivery scan can be pre-mature.  Sincerely , Overstock.com

Complaint: [redacted]
I am rejecting this response because Overstock has not properly addressed my complaint. I have included print screens in the form of jpg attachments that reflect the page prior to the link that states the MSRP on these pants is $90. This isn't accurate. This misleads the customer into thinking he or she is getting a greater discount than actually is provided, so then he or she clicks on the link. Only then does the customer find another conflicting MSRP that states $30. The is false advertising. If this matter is not properly resolved through the Revdex.com, my next step will be to file a complaint with the FTC and my state attorney general, because as stated before, Overstock has a pattern of mis-advertising items on their website.
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]

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.
The resolution is satisfactory if monies are returned in a check. The items were paid for on a Overstock .com credit card, which is almost paid up!  I do not want an overstock.com credit.! Thank you.  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, the company stated a rep contacted me on 2/22/2016 to confirm the receipt of the return and this is untrue. No one from Overstock contacted me on this day to confirm a receipt. I finally received funds due me on the 23rd of February, 2016. 
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]

To whom it may concern,  The customer placed their order on 04/25/2016 Christopher Knight Home Carmel 7-piece Outdoor Sofa Sectional with Sunbrella Cushions. The furniture was on sale for $2, 064.59 at the time that the customer's order was placed. On 05/07/2016, the customer contacted us...

due to the glass for the table arrived and was shattered. Therefore, we requested that the warehouse ship out a replacement glass top to the customer.  On 05/11/2016, the customer was provided with tracking for the replacement parts and asked to allow a few days for the tracking information to update on the carrier's website.  On 05/12/2016, the customer requested to return the item for a full refund. The customer was advised that they could return the item and provided with options to return the item using our return label or by returning the item on their own.  Consequently, the customer replied and advised that they didn't have the "cartons" because they were "water soaked" and did not have "useable boxes" to pack the item in for a return. On 05/13/2016, the customer was advised that they would have to locate packaging to return the merchandise. In addition, the customer was advised that they could purchase packaging from U-Haul to return the merchandise. On 05/17/2016, the customer notified us that they had reviewed the product, and advised that they were contacting the Revdex.com to let them know that Overstock was hiding negative reviews of our products.  On 05/18/2016, we emailed the customer and advised that it can take 3 Weeks for a review to be posted, as we need to make sure that it is appropriate, has no foul language, threats, etc. We explained that we have good reviews and bad reviews and that we in no way delete or remove bad reviews.   We also explained that our return policy also states that when you purchase an item, that it must be returned in new or unused condition, and contain all original materials included with the shipment, and so they should be able to return the merchandise if they still had the boxes.  We also spoke to the customer and confirmed with them that they couldn't get boxes to return the merchandise, and would keep the item. On 05/20/2016, we contacted the customer with an alternate option of having the merchandise picked up with a freight carrier. By having the merchandise picked up with a freight carrier, the customer wouldn't need to repackage the merchandise, as we could request a white glove pick-up. The customer has agreed to the return via a freight carrier.  Therefore, a return has been processed with a freight carrier by the name of [redacted]. The customer has been emailed the paperwork needed for the return. The carrier will contact the customer to schedule a pick-up; however, if the customer doesn't hear from the carrier, we would suggest that they contact the carrier and schedule a pick-up. The carrier can be reached by calling [redacted] Once we can confirm that the merchandise has been picked up, the customer will receive a refund in the amount of $2,064.59, to the payment method use for the order. If the customer needs any additional assistance with this return, we would ask that they give us a call at [redacted], and provide reference # [redacted]. Sincerely,  Overstock

To whom this may concern,   The customer has been fully refunded as of 9/8/2017 to their Paypal account. Overstock has emailed these photos to Overstock’s EBay account manager to ensure there aren’t any other samples on EBay providing the incorrect listing. This should resolve the listing error.  Unfortunately, Overstock must respectfully decline the customer’s request to provide the kits to the customer at the cost of the samples.  Sincerely, Overstock Tell us why here...

To Whom It May Concern,  If you do not receive your order, please review our delivery timeframes. Certain items and locations have a longer timeframe. Most orders arrive within our estimated delivery time of 3-5 business days.Items shipped via USPS may take up to 15 business days to arrive...

as tracking information may only be available for delivery confirmation in rare cases. What we recommend you can do is check with family members, neighbors, co-workers, building manager, or others who could have accepted your order if you were not home during a delivery attempt.  In your absence, the delivery carrier may have placed your order somewhere near your door, out of plain view from public. We encourage to look for your order in such places such as your back door, garage, behind or in bushes. Once these steps are followed and you still cannot locate your order, contact us for assistance. The USPS tracking shows the item was delivered In/At Mailbox on December 16th. After communicating with the customer, Overstock credited the customer for the lost item on December 22nd. We value and use our customer’s feedback to help us in implementing new training and procedural methods to offer our customers the best possible service. We feel that we have done everything that can reasonably be expected to satisfy the customer and are confident the issue has been resolved.   Sincerely,   Overstock

To whom it may concern, While we understand that [redacted]'s mother has passed away, we don't show that she is currently listed as an authorized user on her mother's account, and no documentation has been provided showing that the customer has passed away. Therefore, to further...

assist [redacted] in confirming the refund details, she will need to provide us with a copy of the customer's death certificate. For additional details on how to proceed, [redacted] should give the Executive Relations Department a call at [redacted], and ask to speak to Melody R. She will need to provide order # [redacted] when contacting us.Sincerely, Overstock

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
 P.S.  I am delighted with the resolution and appreciate your help more than words can express. Thank you so much.

To Whom it may concern; 12/11/2017- The customer called back in because this situation has kept going on and he wants more money back or someone to pick it up for him. Customer is asking or an additional $150 in compensation back to his original form of payment (STORE CARD). Agent issued credit for all the trouble he endured on his first OSTK order. Since Overstock has issued 2 exceptions totaling $350.00 back to this customer and he agreed after the first $200.00 that he was fine to keep the item as is no further credit will be issued at this time.  Sincerely  Overstock

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

Complaint: [redacted]
I am rejecting this response because: Overstock.com offered several options to resolve this matter, none of which were satisfactory to me; Overstock.com refused to deal with the issue of damages to my furniture and in fact fell short of meeting the price match by $30.00. I requested from them $879.25 to settle this matter, which included $400 to compensate for the damages. I sent them photos of the damages which included big dings as well as actual missing finish on very conspicuous parts of the furniture. Please note that Overstock.com indicated on their website that they had no stock on what I ordered, so returning this furniture was not an alternative. Furthermore, Overstock.com continues to list all furniture made by this company as being made by Luca Home in Italy, making it impossible for customers to comparison shop because these products are not manufactured by Luca Home in Italy, but by Grupo Dupen in Spain. This was done intentionally so that customers could not google the actual product manufacturer because if they did, customers would see other merchants were selling Grupo Dupen's products for far less than Overstock. As an example, one of my beds was selling at many stores for $550-$800; I paid $1000 before Revdex.com intervened. This fraudulent practice has not been changed since I made my complaint. Overstock.com's website is still listing products from Luca Home, a fictitious company whose name was created by Overstock.com to dupe its customers. In summary, I will be satisfied with an additional $430 to finally resolve this issue. But the larger issue that Revdex.com did not address is Overstock.com's continuing fraudulent practices against consumers. Thank you 
Sincerely,
[redacted]

To whom it may concern, The customer ordered the Home and Garden Spas 6-Person 81-jet Hot Tub on 07/06/2015. Listed on the description of the item, it states: "This item ships using Backyard Delivery Service. Delivery placement must occur within 50 feet of the delivery truck. The pathway must be...

free of obstacles and cannot involve more than one step to ascend/descend. The delivery area must be level to accommodate a minimum two-man crew safely transporting the package from the truck to the backyard location."On 07/31/2015, the customer notified us that the carrier had a delivery scheduled for 07/29/2015, and that the carrier missed the delivery appointment. Therefore, we contacted the carrier to confirm what was going on with the delivery.The carrier confirmed that they attempted to deliver the order on 07/29/2015; however, the hot tub wouldn't fit into the area that the customer wanted it to go into, and the customer was asking that they bring a forklift out, and arrange the hot tub the way they needed it to be. The carrier didn't have a forklift available and so the order was refused. When we contacted the customer again to discuss the delivery, the customer advised that the carrier never came out and only called them, to see if they had someone available to assist in removing the item off of the truck. Based upon the customer's response, we contacted the carrier again, and they advised us again that the customer refused because they didn't have a forklift to complete the delivery of the item.To assist the customer, it was determined that we would pay for a forklift, to complete the delivery. We received a quote that it would cost approximately $990.00 to deliver the item to the customer on a Sunday. It was confirmed with the customer that the carrier would come out on 08/02/2015, to complete the delivery. On 08/03/2015, the customer contacted us and advised that he had received the merchandise, but that they didn't receive what they ordered. The customer advised that the item received had less than 40 jets and the color of the panels was incorrect. The customer adivsed that they ordered a hot tub with "80-90 Jets" and wanted to return the item received and have a replacement hot tub sent out with "80-90 Jets". Overstock replied and asksed the customer to provide us with pictures showing what they received. The customer provided a picture to us on 08/11/2015. The picture showed the outside panel color for the hot tub. The customer advised us that they emptied the tub and counted every hole and counted 47 hols on the hot tub. The customer also advised that the item was described as coming with "9 multi Color lights ( Not one light with 9 LED's)" The customer advised that they wanted the hot tub replaced with a hot tub that contained 81 Jets and if we couldn't replace the order, they wanted the item removed from their property immediately.On 08/11/2015, we asked the customer to provide us with a picture, showing the inside of the tub.On 08/15/2015, we contacted our warehouse/supplier, and informed them that the customer was concerned that they didnt' receive the correct item as it didn't appear to have 81 jets. On 08/17/2015, our warehouse/supplier responded and advised that the customer "must count the jets in the inserts also" and that "they are probably counting the 7 jet inserts and the 14 jet insert as 1 jet instead of the respective counts".On 08/17/2015, the customer sent us a picture, showing the inside of the tub. We responded back the same day to the customer. It was explained to the customer that our warehouse/supplier "stated that the jet inserts have multiple jets per insert and that there is 81 jets total in the tub. The tub name is "81 Jet" This does not mean that there are 81 individual jets." It was also explained to the customer that "the lighting can be controlled by the control panel on the top side of the tub itself."On 08/18/2015, the customer replied and advisd the "specification says 81-90 jets" and to "take this Tub and credit my money back."On 08/19/2015, we apologized to the customer that they felt that they had received the wrong hot tub, but that as we had reviewed the pictures the customer provided and the pictures we have online, the pictures were the same. We also advised that there are 81 jets in the tub that they received, but that each hole contained multiple jets, per hole, and as stated on our website, there are 3-7 jets per insert hole. We advised that as previously stated the lights are controlled by the control panel on the top side of the tub.We advised the customer that we would continue with a return, and that due to the additional labor and extra freight personnel that is required to pick the item up, the return cost would be $[redacted] to pick it up. We requested that the customer confirm if they wanted to proceed with the return. On 08/20/2015, the customer confirmed that the picture looks the same, but that they couldn't see 81 jets installed. The customer advised that if we couldn't replace the hot tub, then we would need to make arrangements to remove the hot tub from their back yard.On 08/21/2015, as the customer confirmed that they wanted to proceed with a return, we processed a return with a freight carrier. On 08/24/2015, the customer was provided with the paperwork needed for the pick-up, and the return instructions. The customer replied and wanted to know when we would be shipping the 81 Jets that they ordered. The customer also advised that they had an electrician hardwire and install the hot tub.On 08/26/2015, we advised the customer that a replacement is not available due to the return reason, as the pictures and description match what we have online. The customer was notified that per their request, we have initiated a return, but that if they changed their mind they could keep the item received and would cancel the return.*After reviewing the description of the item, we found that the hot tub is listed as having "3-7 Jet Massage inserts". This is per massage jet. The listing doesn't say that there are 81 individual jets. This has been explained to the customer. It is also listed as having 9-Colored LED lighting. It doesn't say that there are 9 lights. The lighting is controlled by the control panel and can be used to change the lighting on the hot tub. Because the item is listed as having inserts, the customer would need to count the jets that are inside the inserts. In reviewing the correspondence from the customer, they are counting the holes on the hot tub, and aren't counting the additional jets that are inside of the inserts.We also found that there are reviews that give this same information, and explains that it isn't 81 individual jets. This review was available to the customer prior to purchasing this item.Based upon the listing, and the pictures provided to us by the customer, we have determined that they did receive the correct item. The pictures of what we have online and the pictures provided by the customer, have been attached. We have also provided a picture showing the listing. Because it has been determined that the customer received the correct item, the customer can either keep the item received, or they can return the item for a refund. As the item isn't damaged or defective, the customer is responsible for the return fees as previously quoted. Sincerely, Overstock

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

To whom it may concern,  The customer placed an order on 05/12/2016 for the Thumbprintz Beach Memories B Throw/ Floor Pillow ( Option: 14 x 14) and the Thumbprintz Beach Memories B Indoor/ Outdoor Throw Pillow (Option: 16 x 16). The customer ordered two of each pillow. On 05/23/2016, the...

customer contacted us and advised that they received all of the pillows and that two of the pillows were incorrect. The customer explained that the pillows should say "Seaside" on them, and she only received pillows that said "Beach" on them. Therefore, we assisted the customer with a return for a replacement. The replacement order number is [redacted]. On 05/31/2016, the customer contacted us to return order #[redacted], because they received two pillows that said "Beach" on them. We apologized for the inconvenience and offered to return for a refund. The customer didn't want a refund and requested to return the pillows for a replacement. Consequently, we initiated the return for another replacement. The replacement order number is [redacted]. On 06/16/2016, the customer contacted us and advised that they received the incorrect pillows for order #[redacted]. The customer wanted us to send replacement pillows but there was some concern because the item was out of stock. We did confirm that the item was out of stock but would forward the issue over to a specialized representative to further assist the customer.  The customer contacted us later the same day, and requested that someone go and hand pick the pillows. We replied that the issue had been forwarded and that the issue is being worked on. On 06/23/2016, we did contact the customer and informed them that there was an issue with the inventory of the "Seaside" pillows and provided a return label, so that the customer could return the incorrect pillows. In addition, we issued an in-store credit in the amount of $25.00 to the customer's Overstock account. On 06/24/2016, the customer advised they would return all of the pillows. On 07/08/2016, we confirmed that the 16 x 16 pillow size was returned. The customer was issued a refund of $51.98. The refund was issued to their original form of payment. If the customer doesn't see the credit, we would ask that they contact their financial institution for their posting time frames.  On 07/12/2016, the customer was advised that the refund for the 14 x 14 pillow size was issued, to their original form of payment. The refund was issued in the amount of $40.98. On 07/15/2016, the customer contacted us regarding the refund for the 14 x 14 pillow size. The customer requested that we confirm that the refund was processed.  We did confirm on 07/15/2016 that the refund was issued on 07/12/2016 in the amount of $40.98 to the original payment method. We explained that the time it takes for credits to appear may vary depending on their financial institution's credit posting time frames.  [redacted]According to our records, the refund for the 14 x 14 pillow size was processed on 07/15/2016. Please allow 2-5 business days for this credit to be posted; however, if the customer doesn't see the credit, they may need to contact the issuing financial institution to find out their credit posting time frames. If the customer has any questions regarding their refund, we would ask that they give us a call at 1.800.843.2446, and we will further assist them. Sincerely,  Overstock

To whom it may concern,  We understand the confusion with why the customer believed they had ordered the "White" color option for this chair. As previously stated, we reviewed the picture shown on our website, and it does show only the white chair. As a result, we are working to get the picture shown online updated to include pictures of both the white and black color options.  We have confirmed that the customer's order was picked up on 12/29/2015 via UPS tracking number [redacted]. The return fees were waived and the customer will receive a full refund within 3-5 business days from when we receive the item back to our warehouse.  As the customer has purchased a box to return the item, we would ask that they fax a copy of their receipt to ###-###-####, and write order #[redacted]on the fax. The customer should also write "Revdex.com Case # [redacted]" on the fax. Once we have received the fax, our Pay Support Department has confirmed that they will issue a refund for the amount paid to purchase the box used to return the chair.  According to our records, the customer used an Overstock store credit card account to make the purchase of the chair. Therefore, our Pay Support Department can either refund the amount paid for packaging to the credit card on file, or the customer will need to contact us and provide an alternate credit card number they would like the refund issued to. If the customer would like the amount refunded to the credit card on file, they can write on the fax to "proceed in refunding the amount to the card on file". Otherwise, if they want to have the refund issued to an alternate credit card, they will need to call ###-###-####, and ask for our Pay Support Department after they have sent the fax.  Sincerely,  Overstock