Overstock.com

To Whom It May Concern, -Customer ordered Shiseido Vital-Perfection 3.3-ounce White Revitalizing Emulsion Enriched 1/1/2018-Customer contacted Overstock via chat requesting a cancellation of the order. Customer was advised that the order was at warehouse and could not be cancelled.-Customer...

sent email requesting a cancellation of the order 1/3/2018 and Customer was advised by Customer Support Agent that the order had been received by warehouse and could not be automatically cancelled.- 1/3/2018 Customer contacted the carrier to see if they could cancel her order and they were not able to since its already be processed through. Customer was given $8.00 In-Store Credit as compensation for inability to cancel order-1/4/2018 Customer was advised by Customer Support Agent that she could refuse the delivery of the order and after refusal, call Overstock for a process return for a refund.1/4/2018 Customer responded to an email regarding the plan to refuse delivery of the item and have it returned to sender, stating “That makes sense. Thank you”.1/5/2018 Overstock considers this issue resolved.  Sincerely,Overstock

Complaint: [redacted]
I am rejecting this response because:Overstock is unwilling to accept their responsibility and actions regarding poor delivery procedures. We can agree to disagree on what Overstock should have done regards to my high priced orders. As a consumer I recommend that Overstock work on deliveries. Just FYI...my last order I never received delivery notification from FedEx via email, they did not leave a sticker on my door for the 3/30 delivery and I finally received my ring on 3/31. Expected delivery was 3/29. 
Sincerely,
[redacted]

To Whom it May Concern,   On 10/11 we received notification that 2 pairs of shoes were not delivered and were returned to sender. The tracking information stated that the package had been “Rejected by the recipient”. The supplier looked at the rejection note and stated that they would need...

to wait for the merchandise to be returned back to them to issue the refund. Since the customer was not home, there was no way that the customer could have rejected it. Overstock has stepped in and issued the refunds for both pairs of shoes today 10/20, since the customer was not home when delivery was attempted and also because the tracking information has no further updates.   Sincerely, Overstock.com

To Whom it May Concern, Customer purchased the Furniture of America Dianne Scrolled Double Pedestal Rustic Natural Tone Dining Table with 18-inch Leaf Rustic Natural Tone on 9/8/17 and paid $1,166.19One part of the item was shipped with a damaged part and without assembly instructions. The...

needed part #4-Table Base is scheduled for delivery 10/4/17 UPS Tracking #[redacted]. The assembly instructions were emailed to the customer on 9/26/17Although Overstock does not have a customer facing policy regarding price matching, all price matches are not to exceed $100.00 per item (this is by exception base only and is not an obligation by Overstock) On 9/29/17 customer was refunded a total of $667.85 for the purchase of the item. Thank You,Overstock Customer Care

To whom it may concern,   Order number [redacted] This order was placed on 07/09/2015 for 3 of the Kosas Home Tam Rustic Brown Elm Wood and Iron Low Back 24-inch Counter Stools, delivered 7/10/15. On 1/29/2016 – the customer contacted us stating that one of the 3 stools had tipped over and...

fallen. Because of this fall, the chair’s seat cracked and broke on the corner of the seat. We made an exception and replaced the stool, order number [redacted]. 3/22/2016 – The customer contacted us via chat service with the same issue. The customer explained that 2 of 3 stools fell over and broke again. Per the chat, the customer was expecting the same resolution; a replacement. The customer service agent was hesitant to replace the stool again with it being 212 days after the product was delivered. They offered a partial refund and then the chat came to an end because there was no response from the customer. The customer then took to social media ( Twitter ) on the same day. The customer explained the issue. We offered to replace the stool’s seat because this is the part that was broken. We then emailed the customer a return label to return the damaged stool. The label went unutilized. 3/24/2016 – the customer emailed us asking why we are only replacing the seat and not the entire stool and expressed that the item cannot be dismantled and shipped back to us. 3/25/2016 – we replied to the customer and advised that we are making an additional exception to get the entire stool replaced. 3/29/2016 – This was looked at with management and we decided to cancel the replacement order because we could not honor the replacement due to the previous exception. The fact that the product is breaking was due to the way the product was being treated on the customer’s side. 4/13/2016 – The customer contacted us back asking that we proceed with a replacement order. The customer asked for a return shipping label to return the damaged stool. We then agreed to replace the stool for the customer. 4/15/2016 – we advised the customer that we will need to get the return shipped back to us before we release the replacement. 4/19/2016 – Our warehouse received the damaged product. On this same day, we let the customer know that we released the 2nd replacement product and then closed the issue. 6/27/2016 – the customer called into customer service asking for a refund for all 3 chairs. We explained to the customer that we cannot refund them and offered 15% off their next purchase. From here, the customer asked to speak with a supervisor. At the time, the customer and a supervisor could not connect and customer asked for a call back for the following day.6/28/2016 – The supervisor called the customer back as requested and did not get through to customer. 7/1/2016 – Customer service supervisor emailed the customer back and explained that we understand the issues they are having with the product however we cannot make another exception to replace the stools. Because we could not issue a refund to the customer we issued her $100.00 as in-store credit to use towards a future purchase. This $100.00 remains on the customer’s account and is ready for use.  Sincerely, Overstock Tell us why here...

Complaint: [redacted]
I am rejecting this response because:Overstock charged me return shipping for a defective item and the oversize item is no excuse for delaying reply to my request. Please explain how an oversize item excuse you from good customer service or a quick response. How does a size of an item excuse overstock from providing good customer service.  Where is the apology?  This response is condescending.  
Sincerely,
[redacted]

To whom this may concern,   On 05/22/2014, the customer placed an order for the Brother JX2517 38 Stitch Function Sewing Machine Factory Serviced, order number: [redacted]. The issue with this machine did not come up until 9/1/2016. 7/9/2016 – The customer contacted us stating that there is...

something wrong with this machine, that it is making loud noises and requested a return label to return the product. When we were prompted for more information it was regarding the order [redacted] that was placed on 07/01/2016. We sent the customer return instructions and a return label. UPS [redacted] – this product was returned back to us and processed on 7/14/2016. The customer requested a replacement. Order number for the replacement is [redacted]. It shipped, 07/11/2016 while the defective product ( return ) was on its way back to Overstock’s return warehouse. 7/14/2016 – The customer contacted us stating that she received the replacement. She states that the bobbin compartment is broken and the parts were loose in the box. 7/15/2016 – We replied to the customer with return instructions for the defective product to return for a full refund. We issued the customer a return shipping label, [redacted]. The customer was also given a $27.00 in-store credit to purchase another sewing machine of her choice. The customer later contacted Overstock stating that she does not feel that she has been compensated fairly. That day, the customer purchased a Brother XL-2600i Electronic Sewing Machine, order number [redacted]. 7/27/2016 – The customer contacted us stating that the product on the most recent purchase [redacted] was defective. Due to the specific warehouse this machine came out of, the return took more time to process as it was from one of our distributors. The customer requested a refund at this time. 7/30/2016 – The customer contacted us to follow up with the return. 8/1/2016 – We emailed the customer another return label to return the defective item. UPS label: [redacted]. This item delivered back to us on 8/9/2016. The customer was issued a full refund. 9/1/2016 – The customer contacted us about an order she placed on order number [redacted] stating she was unaware that this product was refurbished. The product, ITEM# [redacted] – does state in the description that it is refurbished. This sewing machine provides versatility with its easy stitch selector guide for the 17 built-in stitches and 38 functions, ensuring just the right finish for all of your projects. We do list a 25 year Limited Manufacturer warranty on this product. The customer’s desired resolution is to be refunded however we are not able to refund the customer as the previous returns we have initiated for her have been refunded. The customer still has the order [redacted] in possession. At this time, we have an open case with this customer as of 9/1/2016. We will be getting back in touch with the customer within 1-2 business days. Sincerely, Overstock Tell us why here...

To whom it may concern,  We have reviewed the notes on the customer's account and their order history with Overstock.  The customer notified us on 02/20/206, that they placed an order, and that an order confirmation wasn't received. We did advise the customer that Bongo accepted the payment and the order, but failed to send the payment or the order to Overstock, and so we were unable to fulfill the order.  We did confirm with Bongo that they did charge the customer. The customer is correct that this wasn't a pre-authorization and was a charge. It appears that an Overstock representative provided incorrect information when they mentioned that this was pre-authorization. Please convey our apologies to the customer for the incorrect information that was provided in the email they received from Overstock. We did confirm with Bongo that they refunded the customer on 02/22/2016, in the amount of EUR 2,126.49 to their credit card account. The refund can take 5-7 business days to post to the customer's credit card account.  On 02/25/2016, we received an email from the customer, confirming that they have received their refund, and had placed a new order. The new order was placed on 02/25/2016. The order number is [redacted]. We show the amount charged for the new order is EUR 2,383.48.  As we have agreed to assist the customer with the same price as they originally paid, we have sent a request to the International Department, to issue a refund for the difference in price. Our International Department will send a request to Bongo, to issue a refund for the difference in price, and they will be following up with the customer to confirm the details of this refund. They will also request that Bongo resend the order summary to the customer.  If the customer has any questions regarding the status of their order, they can contact our International Department at ###-###-####, or Bongo at ###-###-####. Sincerely,  Overstock

To whom it may concern,
We thank the customer for providing us with the additonal details regarding their experience. If the customer would like to provide additional feedback regarding their experience, we would ask that they contact us at ###-###-####. Sincerely,  Overstock

To whom it may concern,  We would like to extend our apologies to the customer, if they feel that we were implying that the problem was caused by them, as this wasn't our intention. When a claim is submitted to the Revdex.com, Overstock is only required to provide the facts, regarding the reported issue. We have provided the facts below, according to our records.
 The customer ordered the Woodcrest Heartland Futon Bunk Bed on 02/20/2016. There were issues with the original order and a replacement was shipped out. The customer picked up the replacement bed, directly from the freight carrier, on 03/25/2016. On 03/25/2016, the customer contacted us to advise that the drawers were missing. The Customer Service Representative advised that they would notify the warehouse that the drawers were missing and request that the drawers be shipped out.  On 03/28/2016, the warehouse advised that the drawers did not come with the bed, and needed to be ordered separately. The customer was advised that the drawers do not come with the item. The customer disagreed and stated that the web site did say that the drawers came with the item before she ordered it, and that the web site was changed after their order was placed.  On 04/01/2016, the customer provided Overstock with a picture, where the description showed that the drawers were included. Consequently we researched and found the picture provided to us by the customer wasn't a picture from the Overstock.com web site.  We found that the picture provided was from Ebay through the Overstock store that we have listed there.  Overstock sells merchandise on http://www.overstock.com/ and on http://stores.ebay.com/overstock/. We maintain records that show when the price or description has been changed on an item. We have reviewed our records and we don't show that the description was changed on the Overstock website. While the customer was informed by a representative that according to our Terms and Conditions, we have the right to correct our errors, this didn't occur with the item that was listed on the Overstock.com web site.  We aren't able to verify that the customer was informed that the drawers were included with the bed, as our records only show that the customer reported that they did not receive the drawers, and that we have been working with the customer to try and resolve this matter.   Our Oversized Items Department has been working with the customer to have the drawers sent out, at no additional charge to the customer. We have provided a copy of the order for the drawers, showing that the drawers were ordered, at no additional cost to the customer. The customer can locate this information when they log into their Overstock account, and review their order history.  According to our records, the drawers were shipped out on 04/11/2016, via a freight carrier named YRC. The tracking number associated with the drawers is [redacted]. The freight carrier will give the customer a call approximately 48 hours prior to delivery to arrange a delivery time. The customer can view more detailed tracking information by visiting [redacted] or by calling ###-###-####, Option *, Ext. [redacted]. If the customer has any additional questions or concerns, we would ask that they give us a call at ###-###-####, so that we may further assist them.  Sincerely,  Overstock

To Whom It may Concern, The Celine Nano Grey Leather Tote Bag, from order number [redacted], was shipped on 10/25/2016, from Overstock facility in Salt Lake City Utah.   *All high value merchandise over, $500.00, is held in a high security cage, with 24 hour surveillance.   *All Personnel have Security Clearances and have worked without incident throughout the duration of their employment.   *Shipments and returns are co-verified by an experienced Supervisor.     When high value merchandise is picked for shipping, before packaging all items are double checked by the primary processor, and a supervisor.   *Items are checked off and documented to help assure accuracy.     When a customer may return a high value product, Overstock recommends purchasing insurance covering the value of packages content.   *The customer provided UPS return tracking number [redacted].   *A return shipping receipt was provided with “no insurance coverage.”   *Overstock has reimbursed the customer for the entire return shipping cost.     UPS delivered the return package on Monday, 10/31/2016.   *All Items are subject to an inspection at our facility before a refund is processed. It is estimated to take 3-5 business days to complete inspection, the automatic system will process and release funds providing an automated email.   *High value return items are processed and refunded manually. On 11/09/2017, our customer contacted Overstock regarding the refund process. An Customer Care representative, began the refund process, however, because inspection was not complete and approved the customers funds were not released. Our warehouse has advised the Michael Kors bag, received at our Salt Lake City Utah facility, has been returned to the customer’s original shipping address under UPS tracking number [redacted]. 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. BUT they need to not offer 2 discounts on first order IF you cant combine them.  Its simple math here.  2 discounts on first order but you can only use one?  Why bother to offer the 2nd one and trick the customers?Correct me if im wrong, but it makes NO SENSE to me...
Sincerely,
[redacted]

To Whom It May Concern,   An order for the (Blazing Needles Solid 48-inch Swivel Rocker Cushion - 48 x 24) was placed on 2/10/18. This product is made to order and has a ship out time frame of 1-10 business days. We received notification on 2/17/18 to cancel the order. Our Customer Service...

needs to be notified within about 30 minutes of the order being placed to be successfully cancelled. On 2/19 the supplier had advised due to the positioning of the product in the truck they were unable to cancel the order. A pre-paid return shipping label has been provided to the customer today 2/27/2018. A full refund will be issued upon receipt of the return.   Sincerely, Overstock.com

Complaint: [redacted]
I am rejecting...

this response because:Of the release to be able to pick up or drop out door without me being present was on overstocks end. Both the shipping forwarder and local delivery folks  could not do anything until the release came through. I took me going to the physical location and coordinating with overstock, Ledeso and ellis moving and storage for it to be released which I had to pick up and put an oversized packgage in my 8ft truck bed. Overstock should make this right as this was a very big inconvenience on my part based on an unusual requirement on their part which most companies that both shippers stated are not the norm. I had to do all the work that your customer service failed to do and that is not a customer first pholosphy.
Sincerely,
[redacted]

To Whom It May Concern,-Customer provided incorrect shipping address on order. Customer stated in Revdex.com Complaint, "accidentally put the wrong address. Ok, not a big deal, that's my fault. "-Carrier was able to fix customer caused shipping address issue and the additional parts needed for the assembly...

of the DG Casa Melrose Grey Linen Wingback Storage Bed were delivered on 12/18/2017-Overstock considers this issue resolvedThank you,Overstock.com

To whom it may concern,   The customer contacted via online chat on Monday,  September 12th because the order still showed a processing status as her order was made on September 2nd.  We explained the order will be shipped by the end of the day per the 1- 5 business days we allow the...

warehouse for this item and will arrive within 3- 6 business days after.    Shortly after that chat, the customer contacted us by phone and asked to cancel the order.  We sent a cancel request to our warehouse and emailed the customer, letting her know that we’d follow up with her with regarding the cancellation request results.  If the order couldn’t be canceled, we’d send her a free Prepaid shipping label to send it back.   On 9/13, our agent sent the customer an email advising that we were too late in attempting to cancel the order, as it was shipped.  The agent offered to email the customer our return label to send it back once received at a discounted rate. The customer emailed back right away and advised the agent her solution was pathetic and if the agent had read the previous notes, she would have given a free return label. The customer goes on to further insult the agent and company and expressed how she’d continue to escalate the issue. The agent emailed back apologizing for her feelings toward our service, she writes she can help get her the return label and address any concerns. The customer wrote back simply demanding a label be sent with no further communications. Our agent wrote back stating the label she’d sent was a free return shipping label and apologized for the hassle created.   The customer has returned the product and has been fully refunded as of 9/21 without a label charge.  She had been sent a free return label from the start, but due to the words used by our agent, this caused a huge misunderstanding. Sincerely, Overstock

To whom it may concern,  The customer placed an order on 05/22/2016 for the Croscill Home Cage Wall Sconces. Overstock did ship the customer's order out on 05/24/2016 and provided tracking number [redacted]. According to the UPS tracking scans, the package was delivered to the...

customer's "porch", on 05/31/2016 at 6:56 P.M. The customer contacted us on 05/31/2016 and explained that the order showed delivered but that they were not able to locate the package. Therefore, because the package showed delivered, the customer was advised that we would need to initiate a trace with the carrier; which could take 1-4 business days. The customer was advised that if the carrier was unable to locate the package, a refund would be issued.  On 06/01/2016, the customer called in and requested to speak to a supervisor. The agent tried to see if they could assist the customer by discussing their issue. The customer explained that she understood that we have policies and procedures in place for a reason, but wanted their refund issued, and didn't want to wait the 1-4 business days for the trace to be completed. In the end, the agent transferred the customer to a supervisor as was originally requested.   The supervisor explained that the customer was informed several times in the chat conversation that we couldn't issue a refund before the trace was completed. The customer was unhappy with the conversation with the supervisor and requested corporate's phone number and to speak to someone else. The supervisor transferred to another supervisor for additional assistance.  The customer spoke with a second supervisor, who offered to start from the beginning, or to go over the information he had received. The customer started by saying they had just had an unpleasant experience with the previous supervisor and if the call didn't go how they wanted, they had the Better Business website pulled up and corporate's phone number, and would escalate further. The customer went on to explain that they were aware that we had policies and procedures in place for a reason, but was looking for someone to assist, and to make an exception.  The supervisor apologized for their recent experience and reviewed the issue with the customer. The supervisor briefly explained the reason that a trace was needed and the timeframes. The customer did confirm she understood the process and procedure but because they had been a customer for 10 years, without any issues, they felt as if an exception should be made.  The supervisor did advise because the customer had been with us for 10 years, they would make an exception, and issue the refund. The customer was advised that if the item did show up, to give us a call, so that we could further assist with a free return. The refund was issued on 06/01/2016, in the amount of $44.99, to the customer's PayPal account. The customer was advised that they may need to verify the posting timeframes with their financial institution. An email was sent to the customer to verify the refund details.   [redacted]As listed in our Terms and Conditions, the customer does agree that by accessing our website, they agree to our terms and conditions. If the customer doesn't agree with our Terms and Conditions, they may not access the Site. As part of the terms and conditions, our policies are listed, and the customer is responsible to review the policies and procedures when shopping with us.  As part of our policy and procedure, when a customer claims that they did not receive an item that shows delivered, it is our policy and procedure to file a claim/trace with the carrier. In order for UPS to reimburse Overstock for an item reported missing, it is required that we allow them 1-4 business days to see if they can locate the item. If UPS cannot locate the item, they will reimburse Overstock, for the cost of goods. Once we have received the money back from UPS, we can then refund the customer the money received from UPS, as a result of the claim.  We understand that customers may not always agree with our policies and procedures; however, we do try to follow our policies and procedures, as they are put in place for a reason.  As each situation is different for a customer, we will take into consideration the details of the situation, so that we can assist the customer with a fair resolution. Consequently, there are times that an exception may be made, as our goal is to help the customer, based upon their personal situation.  Please convey our apologies to the customer for any frustration or inconvenience we may have caused. Our goal is to provide the customer with the customer service they expect and deserve. The service provided by the supervisors and representatives will be further reviewed and addressed as needed. Sincerely,  Overstock

To whom it may concern, According to our records, the customer has been asking for the sofa to be shipped out, or for a discount of $611.00 to keep the item received. On 07/31/2015, we advised the customer that we would issue the $611.00 they were requesting, and to confirm if they wanted to continue with the refund. On 07/31/2015, the customer did reply back and confirmed that they agree with this offer of refunding them $611.00, and would await the credit. On 07/31/2015, a refund was issued to the customer's Visa credit card account, in the amount of $611.00. The refund should post to the customer's credit card account within approximately the next 2-5 business days. If the customer doesn't see the credit, we would respectfully request that they contact their financial institution to verify their credit posting time frames.Sincerely,Overstock

To whom it may concern, The customer placed an order on 05/24/2015 for the INSPIRE Q Corbett Horizontal Striped Gray Linen Upholstered Queen-size Bed. The bed was delivered on 06/02/2015 via tracking number [redacted]. Overstock's policy is that they customer will need to contact us within...

30 days, from when the order is delivered, to report any issues with the item ordered. The customer didn't contact us until 09/01/2016 to report that there were parts missing.Because the customer didn't contact us within 30 days, we did have to contact our supplier, to request replacement parts. The supplier agreed to ship replacement parts; which were shipped out on 09/09/2015, via UPS tracking number [redacted], and delivered on 09/11/2015.On 09/23/2015, the customer contacted us and advised that they didn't receive the replacement parts. Therefore, we submitted another request to have replacement parts shipped out. Consequently, we contacted our supplier again, but they advised they no longer had inventory to ship replacement parts. However, the customer wanted a replacement bed shipped out, and so Overstock entered the customer's email address into our notification list, so that when the item had been restocked, the customer would receive an email. On 11/24/2015, the customer contacted us to have the bed replaced, as they had received an email stating the bed had been restocked. Therefore, a replacement order was initiated.The customer contacted us on 12/14/2015, and advised the replacement order had a musty smell. The customer wanted assistance with a return for a replacement. Customer Service assisted the customer with a return for a replacement. On 01/20/2016, the customer contacted us and requested compensation for the time that this took to resolve. Customer Service agreed to issue a $57.00 discount. However, the representative issued $50.00 as an in-store credit to their Overstock account, and a $7.00 refund back to their credit card account. On 01/21/2016, the customer contacted us, as they didn't see their refund. We confirmed that only $7.00 had been issued and for the additional inconvenience caused, we would issue the missing $50.00, plus an additional $20.00. [redacted]In reviewing the notes on the customer's account, we see that Customer Service issued a $50.00 in-store credit, and a $70.00 in-store credit, to the customer's Overstock account. This was an error on our end and so we have removed the in-store credit and issued an additional $70.00 discount to their PayPal account. The discount was issued on 02/16/2016. If the customer has any questions regarding the credit posting timeframes, they may need to check with PayPal, to verify their posting timeframes. Please convey our apologies to the customer for the delay in resolving this issue. Sincerely, Overstock

To whom it may concern,  The customer ordered the Somette Tyler Storage Bed on 06/11/2016. As the item is an oversized item, it was shipped out with a freight carrier, named MXD.  As shown in our Oversized-Item Delivery Policy, it can take 1-10 business days for the item to leave our...

warehouse, and 1-4 weeks to deliver the item after the item ships. Consequently, the policy also states that "available delivery times will vary depending on the freight carrier's schedule". In addition, the Oversized-Item Delivery Policy states that "whenever we are able to accommodate a delivery of oversized items to a remote or isolated area not commonly serviced by freight carriers, delivery may take an additional 1-2 weeks and additional delivery fees may apply". The customer's order shipped out on 06/20/2016. Therefore, based upon the Oversized-Item Delivery Policy, the carrier would have until 07/18/2016. The customer contacted us on 07/08/2016, and wanted to get an idea as to when their order would be delivered, as they were due to go to an Army career course, and wanted to make sure they would be available for the delivery.  On 07/11/2016, we contacted the customer and explained that the estimated delivery date for the item to arrive to the delivery terminal was 07/12/2016. We explained to the customer that the reason for the delay was due to only one crossdock that was open and so the orders were backed up in the shipping process. We advised that we would monitor the shipment to ensure that it does arrive to the delivery terminal as scheduled.  On 07/13/2016, we were able to confirm with the carrier and the customer that the delivery of their order was scheduled for 07/20/2016. We advised the customer if any additional assistance was needed, to contact us, at [redacted]. Sincerely,  Overstock