Overstock.com

To Whom It May Concern, As a partnership with Alliance Data Retail Services and Comenity Capital Bank, the Overstock store credit card is marketed on Overstock as a payment option. Comenity Capital Bank approve card applicants and take all the financial risk. Upon review of customer’s information...

our customer will need to contact Comenity Capital bank directly for additional assistance. Representatives are available Monday-Saturday, 8:00 AM – 9:00 PM EST, closed Sundays and major holidays. Sincerely, Overstock

To whom it may concern, The customer placed an order on 12/22/2015 for the
Razor Dirt Rocket MX 350. The payment method used was Klarna; which is a new payment option offered to customers, where they can order now and pay later. On 12/22/2015, the customer emailed us and requested that...

we cancel the order. We replied and advised we would send a request to cancel the order; however, we were unable to guarantee that the order would be canceled, as the order was sent to the warehouse for processing.On 12/23/2015, the warehouse confirmed that the order couldn't be canceled as it had been shipped out. The customer was emailed and advised that we were unable to cancel the order and we offered a a free return for a refund.The customer called Overstock and discussed the issue with Overstock. The customer was informed that this issue would be escalated to another department to assist with the return of the order and they would receive follow-up in 1-2 business days. The customer emailed us and advised that the representative that he had just spoken to had called him a derogatory name, thinking that he had hung up, but that he was still on the line. Therefore, the issue was escalated to a supervisor. According to our records, the supervisor did contact the customer and discussed the issue and experience with the customer. We confirmed that we would contact the carrier, intercept the order, and have it returned back to our warehouse. As a result, the customer will not be charged for this order, and Klarna will be notified of this information once we confirm the order has been intercepted and returned. *The call between the customer and the representative has been listened to and addressed as needed. Sincerely, Overstock

To Whom It May Concern, The customer placed an order on 07/12/2015. The customer's payment was processed through the Bongo International service that is provided.In reviewing the order, we found that when the customer placed their order, Bongo didn't charge the customer for the duties and taxes. The...

reason that Bongo didn't charge the customer for the duties and taxes, is because the items the customer ordered wasn't classified in their system at the time of the order, and so there wasn't any way for them to determine how much duties and taxes to charge at the time of checkout. When this happens, the order automatically defaults to having the customer pay the duties and taxes upon delivery of the order, and there is a notification of this prior to checkout. Occasionally, customers may not see the notification prior to checkout, and aren't aware that they will need to pay the duties and taxes upon delivery.Therefore, as the customer didn't pay for the duties and taxes at checkout, when the customer's order was delivered, the order was marked to have the customer pay the duties and taxes upon delivery. Because the customer wasn't expecting to pay any additional fees at the time of delivery, the customer contacted us on 08/01/2015, and reported that there were extra charges on shipping/customs when the item arrived at her door.On 08/02/2015, we requested that the customer provide us with a copy of the additional amount they paid when accepting the delivery, so that we could assist with a refund on the amount paid. The customer immediately provided us with a bill, showing the cost of what they would need to pay with FedEx. Based upon the document provided to us by the customer, we submitted a request to Bongo, to have 43.41 EUR refunded to the customer. On 08/03/2015, we received confirmation from Bongo that the customer was refunded in the amount of 43.41 EUR. The customer was notified that a refund was issued in the amount of 43.41 EUR, to their original form of payment, and to verify the posting timeframes with their financial institution. Sincerely, Overstock

Complaint: [redacted]
I am rejecting this response because: the seller should send an undamaged item. With the over $200 price tags, the mirror should last years, not days.
Sincerely,
[redacted]

To Whom This May Concern, Our customer ordered the item on 9/12/2016 and our warehouse canceled due to a short shipment of product. Customer was informed of the cancellation via email on 9/13/2016 and provided an in store credit for the inconvenience.  Customer has not contacted us regarding...

this issue. We have reached out to them on 9/22/2016 via phone and email to provide explanation.  The refund was issued back to the original form of payment upon our cancellation. Terms and Conditions under Prices, Availability and Errors. https://help.overstock.com/app/answers/detail/a_id/63   Sincerely, Overstock.com

Complaint: [redacted]
I am rejecting this response because: the issue is with the second watch the replacement watch received AFTER the first one stopped working the instant it got wet in about 3 feet of water-- this is a NAVY Seal Anniversary watch--implies it should be able to handle a brief immersion in water.  AND --emphasis added--, this second failure had nothing to do with water-- the watch simply stopped working and it was Luminox authorized personnel at the authorized repair shop in Cranston, RI who examined it to determine why it was no longer functioning.  Overstock is making up a story to fit its liking and desired response.   Again, the second watch was opened by the Luminox AUTHORIZED repair tech and this should in no way void the warranty.  When we called for a refund, we were told by Overstock to send it there but had ALREADY taken it there and been told the 1 yr manufacturer warranty was useless because overstock.com is not an authorized dealer.  Overstock was described as a "grey market" seller.Last, in the first failure, we never said no to a refund-- it was offered and then rescinded by Overstock.  We were forced into a replacement watch.
Sincerely,
[redacted]

To whom it may concern, The customer received their Priage 12-inch Euro Box Top King-size iCoil Spring Mattress and Steel Foundation Set on 3/08/2016. On 03/10/2016, the customer contacted us and advised that the mattress came in the correct size, and the box springs came in the incorrect size....

Consequently, we explained that we a request was sent to the warehouse to ship out a replacement box spring, in the correct size. The customer was advised to allow 1-2 business days for the warehouse to reply to the request. The warehouse provided tracking for the replacement box springs within 2 business days. They verified that the replacement box springs was shipped out on 03/14/2016 via FedEx tracking number [redacted]. The tracking information was emailed to the customer. The customer should allow 24-48 hours for the carrier to update the tracking scans. Sincerely, Overstock

Complaint: [redacted]
I am rejecting this response because:The company is full of lies. They took no initiative to contact me . They have three different reps telling me three different things. I need them to listen to the recorded call. The item was not picked up by fed ex as they lie and they had the chance to cancel if they want to . Instead they continue with lies and games . I need an address to have my attorney send a letter. I have a friend who is an attorney and is willing to pursue this matter for me at no cost. She will also not shop here because of their unfair business practices . At no time have I received a call from this company although they said they will call with the return shipment price. They are unfair and deceptive
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: While Overstock did eventually issue the return label, and I do consider the matter closed, I reject their actual response because it is full of omission, oversimplification, and out-and-out lies.  Instead of simply admitting to a mistake and stating that they had issued the return label, they attempted to downplay their own role and paint their customer in a bad light.  I would like to address their comments individually: 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 endof the day per the 1- 5 business days we allow the warehouse for this item and will arrive within 3- 6 business days after.   TRUE, BUT I CHATTED WITH FOUR DIFFERENT AGENTS, WHO ALL DISCONNECT THE CHATS WITHOUT EXPLANATION (I CAN ONLY ASSUME THIS WAS BECAUSE THEY COULDN'T ANSWER MY QUESTIONS).  OVERSTOCK OMITTED THIS INFO.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 withregarding the cancellation request results.  If the order couldn’t be canceled, we’d send her a free Prepaid shipping label to send it back.   TRUE.  THE AGENT I SPOKE WITH WAS PROFESSIONAL AND AGREED VERBALLY TO SEND THE PREPAID LABEL SHOULD THE ORDER SHIP.  I INSISTED THAT HE AGREE TO THIS SHIPPING LABEL IN WRITING, AND THAT DID TAKE SOME TIME.  I HAD TO STAY ON THE PHONE WITH HIM FOR SEVERAL MINUTES WHILE HE INSISTED THAT HE HAD SENT THAT EMAIL A FEW TIMES.  I DID GET THAT EMAIL, BUT ONLY ONCE. 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 oncereceived at a discounted rate.    TRUEThe 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 insultthe agent and company and expressed how she’d continue to escalate the issue.  TRUE.  I DID NOT INSULT THE AGENT, AND I'M NOT SURE HOW IT IS POSSIBLE TO "INSULT A COMPANY".  I SAID THEIR CUSTOMER SERVICE WAS HORRIBLE AND THE SOLUTION BEING OFFERED WAS PATHETIC.  I DID NOT INSULT A SINGLE AGENT PERSONALLY, AND IT'S DISAPPOINTING THAT OVERSTOCK IS TRYING TO DEFLECT BY POINTING THE FINGER BACK AT THE CUSTOMER.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.  TRUE, BUT SHE ALSO SAYS SHES JUST CARRYING OUT WHAT THE WAREHOUSE IS TELLING HER.  SHE DOES NOT ACKNOWLEDGE THAT THE RETURN LABEL WILL BE FULLY PAID. The customer wrote back simply demanding a label be sent with no further communications. FALSE.  I STATED THAT I HAD COMMUNICATED WITH 5 AGENTS ALREADY AND THAT I WOULDN'T KEEP WASTING TIME.  I RECEIVED NO RESPONSE TO THAT EMAIL.  I EMAILED TWO MORE TIMES (TO THE SAME AGENT), AND I RECEIVED NO RESPONSES TO THOSE EITHER.  I HAVE THOSE EMAILS.  I EVEN FORWARDED THE EMAIL FROM THE PREVIOUS AGENT SO THEY COULD SEE THAT HE HAD INDEED OFFERED THE PREPAID LABEL.  I RECEIVED NO RESPONSE.  THE FACT THAT SHE STOPPED RESPONDING IS WHAT LEAD TO ME CONTACTING THE Revdex.com.  I EVEN TOLD HER I WAS FILING A COMPLAINT IF SHE DIDN'T RESPOND.  SHE DID NOT. Our agent wrote back stating the label she’d sent was a free return shipping label and apologized for the hassle created. TRUE.  THIS WAS SEVERAL HOURS AFTER THE OFFICIAL COMPLAINT WAS FILED WITH THE Revdex.com.  OVERSTOCK IS OMITTING THAT. 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 ahuge misunderstanding.  TRUE THAT THEY DID EVENTUALLY SEND THE LABEL.  ABSOLUTELY FALSE THAT THEY SENT A FREE LABEL FROM THE START.  THEY NEVER SENT ME ANY LABEL OF ANY KIND UNTIL I FILED THE COMPLAINT.  NOT A FREE ONE, NOT A DISCOUNTED ONE.  I EVEN HAVE THE EMAIL THAT STATES THEY CAN'T YET SEND THE "DISCOUNTED" LABEL OUT.  THEY 100%, ABSOLUTELY, POSITIVELY LIED ABOUT THAT.  THE ONE AND ONLY LABEL WAS SENT OUT AFTER THE Revdex.com COMPLAINT WAS FILED.  AND THAT IS WHEN I ALSO RECEIVED THE APOLOGY FOR THE "HASSLE".  IT WAS, INDEED, A HASSLE, AND I BELIEVE THEY WOULD NOT HAVE SENT THAT PREPAID LABEL HAD I NOT FILED THE COMPLAINT.  THAT, OF COURSE, IS MY OPINION, BUT THEY HAD BEGUN THE PROCESS OF IGNORING ME WHEN I FILE THE CLAIM.  THE FACT THAT THEY ARE CALLING THIS A "MISUNDERSTANDING" IS DISAPPOINTING.  IT BEGAN BECAUSE THEY DIDN'T PROPERLY KEEP TRACK OF THEIR SHIPMENT, IT TURNED INTO A MISUNDERSTANDING, AND THEN IT BECAME AN ISSUE OF THEM TRYING TO IGNORE THE CUSTOMER AND THEN SWEEP THE WHOLE THING UNDER THE RUG BY ATTEMPTING TO SOMEHOW THROW THE CUSTOMER UNDER THE BUS AND CALL IT A MISUNDERSTANDING.  THIS RESPONSE JUST LOST THEM A CUSTOMER.  I STILL HAVE ALL OF THE EMAIL CONVERSATIONS IF THE Revdex.com WOULD LIKE THOSE.  I HOPE THE Revdex.com WILL KEEP MY COMMENTS IN CONSIDERATION WHEN GIVING OVERSTOCK THEIR RATING.
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 an order for 2 of the Sea Gull Hettinger 1 Light Brushed Nickel Wall Bath Fixture, on  5/22/2017, the order was processed by Overstock under number [redacted]. As custom furniture it may take 4-6 weeks to prepare and ship from the warehouse. The...

inventory control data base did not recognize the shortage of inventory. On 06/02/2017, an individual Sea Gull Hettinger 1 Light Brushed Nickel Wall Bath Fixture, was shipped. Once it was recognized the order was incomplete UPS was advised to return the package.     Customer’s funds have been returned to the original form of payment on 6/06/2017, in the complete purchase amount. Customer may like to discuss posting time frames with their financial institution directly. This is an uncommon circumstance; Overstock is always working to improve our systems to help better the experience of our customers. Customer is welcome to review Overstock “Terms and Condition” within the link below: https://help.overstock.com/app/answers/detail/a_id/63   Sincerely, Overstock

Complaint: [redacted]
I am rejecting this response because: You guys at Overstock are missing the ENTIRE POINT! The delivery by Christmas WAS INDEED ADVERTISED ON YOUR SITE ON DEC. 17th, the day I took the screen shot. Your reps both told me there was a glitch in the system, and it WAS STILL SHOWING THE CLAIM ON YOUR SITE! That's why I sent the screen shots. YOU SITLL HAD IT ADVERTISED. THAT IS FALSE ADVERTISING! Why would I have spent two long hours with your rep and Supervisor?? It was still advertised that way, and everyone there knows it. How convenient of you to say it ended on Dec. 16th, when in fact it still showed on the site on Dec. 17th. Your technical glitch, still showing it was available by Christmas Delivery is your fault die to a technical error. That is not the customer's fault!! You took up my time and my energy, to tell me I'm wrong, and didn't honor what was showing on your site!! You treated me terrible, and continue to say it is my fault. YOU NEED TO BE ACCOUNTABLE FOR YOUR MISTAKE!! 
Sincerely,
[redacted]

To Whom it may Concern, The customer placed their order with us on the afternoon of Wednesday December 20, 2017. On Saturday December 23, 2017 received contact from the customer through our SMS Text method requesting to know why the order had not yet been shipped. Our orders will generally be...

shipped within 1-2 business days from purchase.  It was informed on Sunday December 24, 2017 through the SMS Text method that due to a delay in carrier pick-up caused by the Holiday the order would be expected to ship the next business day Tuesday December 26, 2017. The customer then contacted us on Tuesday December 26, 2017 advising that she had attempted to contact our supplier directly requesting to cancel the order by phone and email and was not able to reach them. We advised the customer of our general timeframes for processing. The customer also chatted into us on the afternoon of Tuesday December 26, 2017 as well to express her dissatisfaction of not being able to reach the supplier to cancel the order due to the delay. We apologized for this and advised her that we would escalate the issue, since she informed that she was not able to reach our supplier directly. By the evening of Tuesday December 26, 2017 our supplier had confirmed that they were able to cancel the order as requested and we issued a cancellation for the order, releasing the captured funds back to the customer’s form of payment. An email detailing the order being cancelled and refund being issued was sent to the customer at this time. A second email confirming the successful cancellation and refund issued was sent to the customer as of the morning of Wednesday December 27, 2017. Overstock.com Tell us why here...

[redacted]  To Whom it may Concern, The Credit Card (Store Card) is provided and managed by Comenity Capital Bank. No one at Overstock can monitor your Personal Account Information or change it. Comenity Capital Bank Customer Care Representatives are at 855-810-2546....

Representatives are available Monday-Saturday, 8:00 AM – 9:00 PM EST, closed Sundays and major holidays. Sincerely, Overstock

To whom it may concern,   7/7/2016 – The customer contacted us via the online chat to report that he received his delivery of what was supposed to be a Furniture of America Ravena Oak 7-piece Cherry Dinette Set. The customer only received his dining table, not his chairs. We advised the...

customer that we will look into this with the carrier and that we would get back with him. The customer asked us to have the chairs delivered to an alternate address, his new house. 7/8/2016 – The carrier provided us a proof of delivery of the set. Because customer service had a communication error with the carrier, we contacted the customer on 7/8 via phone to see if he had received his chairs yet because the POD ( proof of delivery ) showed the customer’s signature that he received the product. Customer advised the phone agent on 7/8, that no, his chairs were not received. 7/11/2016 – The customer emailed in asking if we have heard about what was going on with his chairs and when he could expect them. 7/12/2016 – We are still working on this with the carrier. We showed photos of what the customer ordered and what he should have received. The customer then chatted in with customer service on this morning. We advised the customer that we are still working with the carrier to retrieve his items and that we should have an update either on 7/12 or 7/13. 7/13/2016 – We emailed the customer letting them know that we are still waiting on the carrier and their dock search. 7/14/2016 – The carrier located the product and they finished the delivery of the customer’s set on this day. 7/17/2016 – The customer contacted us stating that they are missing legs to the table and hardware for the armchairs. During this chat, the customer asked for his information forwarded to a supervisor to take over. The customer did not speak with a supervisor via chat however we advised the customer to call our customer service and ask for a supervisor. Also, we issued a parts request for the table legs and hardware for the armchair to our warehouse. 7/19/2016 – The customer called in asking for a supervisor. The supervisor spoke with the customer and supervisor advised that they would call the warehouse to see what is going on with his parts request and to request expedited shipping. The customer then contacted our corporate office to escalate. Executive Relations called the warehouse to inquire. The warehouse agreed to ship the parts to the customer on 7/20/2016 but did not guarantee expedited costs. 7/20/2016 – The customer emailed Executive Relations asking if his parts were going to be overnighted and that he will receive them 7/21/2016. 7/21/2016 – The customer contacted us via online chat stating his issue and that he was supposed to have been emailed with the tracking details but he had not received an email. The customer was notified that we received a tracking number from our warehouse ( UPS [redacted]  ) however the tracking was not updating. The agent on the chat advised that she is having Executive Relations follow up on this and call the customer immediately. Executive Relations then called the warehouse to see why the invalid tracking. The warehouse provided the wrong tracking number and provided ( UPS [redacted] ) the correct one. This arrived to the customer on 7/22/2016. The customer was also compensated $75.00 in Club O rewards. Later, the customer emailed us and noticed that the pounds on the shipment ( 6 LBs ) did not sound correct. This raised concern to the customer. He attached a photo to his email with the assembly instructions and circled what parts were exactly needed. This was late in the evening after Executive Offices were closed. 7/22/2016 – The next order, Executive Relations got back in touch with the customer first thing in the morning. The warehouse that shipped the product is located in CA and were not open at such hour because they are PST. However, the customer was assured that we are going to forward the photo the customer sent with the circled parts to confirm what was shipped. The customer emailed right back and advised that he will have a friend or family member go retrieve his package at about noon because customer was at work until 5. Customer will have the same person sent photos of what was received in the overnighted delivery. An hour and a half later, the customer emailed Executive Relations with an update on what was received. The customer only received the legs to the table. The posts which were circled in the photo the customer sent us were not included. Also, the hardware for the arms were not shipped either. At this time, the customer is missing the posts and the hardware to the arm chairs. Executive Relations emailed the customer back with their apologies. We advised the customer that we are on this and have escalated to the appropriate parties at the warehouse to ensure we get the customer his needed parts and we will again overnight them. 7/25/2016 – The customer email us this afternoon asking when he can expect his parts. He needs them Tuesday or Wednesday which at the time was Tuesday the 26th and Wednesday the 27th. The warehouse provided us with another bogus tracking number that did not work ( UPS [redacted] ). 7/26/2016 – The customer chatted in because he was unaware of the tracking number or any updated since he emailed us last on 7/25. He requested Executive Relations because he had not heard back from them. Executive Relations provided the customer with the tracking number [redacted]. Executive Relations advised that they are still monitoring this and will be here every step of the way for the customer. The customer advised via email to Executive Relations that the item doesn’t look like it was overnighted. He also commented on the weight of the package, 8 IBs. The customer advised that if the correct parts are not included in the box this time he will either ask us to process a full refund on the order or dispute the charge with his credit card company. Later we found that the warehouse provided us with valid tracking details: [redacted] which were delivered to the customer the next day, 7/26/2016. 7/27/2016 – The customer contacted us stating that he received the hardware for the armchairs however he is still missing the posts to the table. He asked that we order the posts and overnight them once again to him. Customer advised that he would need them no later than Friday, 7/29/2016. The customer chatted in and asked to speak with Executive Relations however no one got back to the customer from Executive Relations. Later in the evening, the customer emails Executive Relations once again and he advises that the hardware sent is not correct. It was the hardware for the chairs, not the armchairs. At this time now, the customer is missing the posts for the table and the hardware for the armchairs. Customer advised in his email that he will be filing this complaint with the Revdex.com. 7/28/2016 – Executive Relations contacted the warehouse and stated that the parts shipped were again incorrect. The parts sent were for the chairs, not the arm chairs. We reiterated that the posts #4 x 4 we need shipped as well. Again, we asked the warehouse to overnight these parts to the customer. We also let the warehouse know that the customer is filing with the Revdex.com and that we really need the issue to be corrected with their help. The customer chatted with online service asking about where his parts are for his set. The agent advised that Executive Relations will be reaching out to him about this issue today. Executive Relations got more escalated people involved at this time and asked for photos of the items that are being shipped to the customer as well as another instructions manual to make certain. The customer was contacted back via phone by Executive Relations and they left him a voicemail as they didn’t get to reach him personally. Executive Relations followed up with an email to the customer stating that we are overnighting more parts to him. We told the customer that we are having photos taken of the parts that are being shipped and will pass that along to the customer as well. We conveyed our apologies to the customer and provided the customer with $100.00 in in-store credit for the customer to use on a future purchase. This amount will subtract from the total on the customer’s next order. 7/29/2016 – The warehouse provided photos of the posts to the table that will be shipping to the customer. 7/31/2016 - Although we did not receive a tracking number for the parts needed for the dining set, the customer emailed us and stated that he finally received all correct parts to the dining set and has all the pieces he needs. At this time, the issue has been resolved and the customer has not been back in touch with us regarding his dining set.   Sincerely,   Overstock Tell us why here...

To Whom It May Concern,   The All-weather Settee Bench Cushion, is a made to order product, it may take 1-10 business days to prepare and ship from our warehouse facility; this information can be found on the product page in the “Shipping & Return” tab. With standard delivery time...

frames it may take 3-6 business days for delivery. Our customer placed her order on 07/09/2017 03:03 PM, today 07/21/2017 marks the 10th business day for the All-weather Settee Bench Cushion to leave the warehouse. I have contacted our supplier on 07/21/2017, to verify on the status of the order. They have advised me that the All-weather Settee Bench Cushion will be shipping out by the end of today and our customer will be receiving a tracking number by email. If our customer has any other questions or concerns they can contact us [email protected]   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,   Overstock understands that the computers quit working and the difficulty the customer experienced with utilizing the warranty for the computers Lenovo ThinkPad T61 Intel Core2Duo 2.0GHz 2GB 80GB 15.4 Wi-Fi DVDRW Windows7Home Premium (Refurbished). As a result, Overstock did accept the return of the computers, outside of the return timeframe. When Overstock accepts a return outside of the return timeframe, it is an exception to our policy.   Overstock charged the customer $154.99 for each computer and $52.49 for the 2 Year Laptop Service Plan with Accidental Damage Protection. Therefore, because the customer purchased three computers and three warranties, the customer was charged a total of $464.97 for the computers, and $157.47 for the warranties. Consequently, the combined total amount charged for both the computers and the warranties is $622.44.   When a refund is issued, Overstock can only issue a refund for the amount we have charged. Overstock may deduct money from the refund if the customer did use any of the earned reward dollars when placing another order with us. This information is specified in the Club O Terms and Conditions: https://help.overstock.com/app/answers/detail/a_id/50.   When the customer returned the computers, we issued a refund for the computers, and the warranties. We issued four consecutive refunds that equaled $617.26. The customer did not receive the full $622.44 that we charged due to the customer earned reward dollars for the order and did not have any available reward dollars when they returned the computers. Therefore, we deducted their refund, as they did not have any reward dollars for Overstock to deduct the reward dollars from. The refund was issued to the customer's Overstock store credit card account. The posting timeframes for the credit are subject to the bank's posting timeframes.   Overstock has partnered with Comenity Capital Bank in order to provide our customers with an Overstock.com branded credit card. Comenity Capital Bank creates and sends all credit card related materials: the credit card, billing statements, etc. They approve card applicants and take all the financial risk. Overstock.com only markets the card.   As with any credit card company, Comenity Capital Bank will charge interest on a purchase, or late fees may be assessed if the bill isn't paid by the customer on the due date. The customer agrees to the bank's Financial Terms when they are approved for the credit card. Overstock has not charged the customer for interest or late fees. These fees were charged by Comenity Capital Bank. If the customer does not agree that they should be charged for late fees or interest on the order, they will need to contact Comenity Capital Bank by calling ###-###-####.  Overstock can assist the customer in contacting the bank to discuss the returns, late fees, and the interest charged for the order. However, the customer would need to contact Overstock at ###-###-#### and request that we assist in discussing the matter with the bank. The customer does need to call Overstock, as we cannot discuss the customer's financial information with the bank, without the customer being on the line.  Please note, that Overstock does not have any control over the decisions made by the bank, and we can only try to help the customer in discussing the customer's experience with their Overstock order, and provide our feedback on the matter. In the end, the financial institution will make the final decision on the late fees charged for the order and any interest that has been charged.   Sincerely,  Overstock

To whom it may concern Our customer placed an order on 10/05/2017 09:23 AM for product Women's Anuschka Large Flap-Over Convertible Japanese Garden. The Women's Anuschka Large Flap-Over Convertible Japanese Garden has been removed from our site at this time and will not be restocked until further notice. When an item is removed from our site due to any errors it is deemed out of stock until the error is corrected.Our pricing policy is stated on the website for our customers to view. A link has been provided to view the pricing policy. http://bit.ly/1kYpDwI. Pricing Errors,•We correct pricing errors when we discover them.•Incorrect prices sometimes appear on our Site, despite our best efforts.•We normally verify prices as part of our dispatch procedures.•When the correct price of a product is less than our stated price, we charge the lower amount when dispatching the product to you.•When the correct price of a product is higher than our stated price, at our discretion, we will contact you for instructions before dispatching the order, or reject the order and notify you of such rejection.•If a pricing error is reasonably obvious and unmistakable, we are under no obligation to provide the product to you at the incorrect (lower) price, even after we send you an Order Confirmation or Shipping Confirmation.