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described as a "grey market" seller.Last, in the first failure, we never said no to a refund-- it was offered and then rescinded by Overstock.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]

[redacted] To Whom it may Concern, The item is not in Stock at this time and unavailable from the Mfg/Distributor.A full refund has been issued as of today.Please logon and check your Account / Account Settings / Payment options to see any Store Credit...

Options. Sincerely, Overstock

To Whom It May Concern: (Our account for this customer shows the name as [redacted]) This complaint is regarding changing the date for payment of the Overstock Store Card account.  I was not able to find any notes on this issue, regarding the date change request, for payment of the...

Overstock Store Card on the customer’s account. Overstock has no authority to change anything or assist with issues regarding the Overstock Store Card also the customers information regarding the Store Card is not available to us. The financial institution that manages these accounts is Comenity Capital Bank.  They can be contacted by phone at 855-810-2546. Representatives are available Monday-Saturday, 8:00 AM – 9:00 PM EST, closed Sundays and major holidays. Customers may also manage their account for the Overstock Store Card on line. They can log into Overstock’s Comenity Capital Bank website at:  www.comenity.net/overstock to manage their account and make payments. Please call the Comenity Capital Bank for assistance with this issue.   Sincerely, Overstock

To whom it may concern,  Our oversized items that ship via freight can take 1-10 business days to leave the warehouse and 1-4 weeks for delivery. These shipments also capture the funds immediately. The order for the Benchcraft Maier Microfiber Sectional with Left Side Facing Chaise was placed...

on 2/22/2017. The order had then been shipped out the very next day 2/23/2017. We received contact from the customer on this date to cancel the order so we needed to reach out to the shipping company to confirm they will re-route the package back to us. On 2/24/2017 a full refund was issued back to the customers method of payment. On 2/25/2017 there was a reach out to the customer letting them know they have been refunded for the purchase. Sincerely, Overstock.

Complaint: [redacted]
I am rejecting this response because:
I accept the response and am satisfied with the supervisors follow up. However, I feel they need to adjust their online payment to where it notifies the consumer to check a box for pay later and that they do not automatically place the order.  This way nobody else has to deal with an issue like this. 
Sincerely,
[redacted]

To whom it may concern, To date, we do currently have an open case and are workingwith the customer regarding the parts that are missing. 9/9/2015 – the customer contacted us stating that they werepart: 242856 CPSR and missing box 6, which was the twist slide to their GorillaPlaysets Malibu...

Extreme Swing Set. We did advise the customer that it couldtake 2-5 business days to receive tracking on the parts needed however we wouldfollow up with her on 9/11/2015, ( 2 business days ). 9/11/2015 – Our warehouse got back with us stating that theextreme tube slide is currently out of stock and that they should have themavailable Monday the 14th. Our parts department failed to conveythis to the customer on that day. 9/14/2015 – the following Monday the customer emailed usasking for an update. No reply from us until 9/16 which was an additional 2business days.9/16/2015 – We requested an update from our warehouse as itis now 9/16 and they advised us that they would not have the slide back instock until 9/14. We did also email the customer letting them know that we arestill looking into this situation and we will contact them back in 2 businessdays. 9/18/2015 – We called the warehouse but were unable to speakwith anyone regarding the customer’s situation. We then emailed them because wereceived no update from them and asked them to let us know as soon as possible.No update was given to the customer.9/20/2015 – The customer contacts us by phone asking for anupdate. The parts department is closed over the weekend so the customer was notable to speak with the specialized representative(s) regarding this incident. 9/21/2015 – We contacted the warehouse again by phone to noavail. At this time, we had to make some sort of exception/alternate resolutionto assist the customer. We emailed the customer with options. We advised thatthe warehouse is not able to ship single parts therefore we would have toeither #1 ship an entire new replacement and we would have the customer pullthe parts from the new shipment and refuse shipment on the rest of the product.#2 Have the customer keep the product as is for $400.00 back to their method ofpayment. #3 issue the customer a free Club O Membership which is a $19.95 valueand then preload with $420.00 in rewards. #4 we can return the product for afull refund. 9/22/2015 – We contacted the warehouse once more to noavail. 9/23/2015 – the warehouse contacted us back via emailstating that they have contacted UPS to perform a dock search to locate thesepieces. We were advised that if the warehouse doesn’t hear back from UPS bynoon then they will process a replacement order for the customer. 9/24/2015 – The warehouse contacted us stating that thesearch with UPS was unsuccessful and they are processing a replacement tubeslide for the customer on that day. They then advised us that they would havetracking for the replacement slide on 9/25/2015. The warehouse made no mentionof part: 242856 CPSR. 9/25/2015 – We contacted the warehouse this evening for anupdate. We asked them for the tracking information. We did also contact thecustomer via email to let them know the status and that we are waiting on thetracking information. Again, we do still have this case open and are working withthe customer to resolve. Sincerely, Overstock

To whom it may concern, We received our customers purchase, under order number [redacted] on 10/02/2016. Please know coupons cannot be combined with any other deals, including other coupons sales or promotional deals. At the time of purchase, the Exclusive Fabrics Signature Velvet Grommet 96-inch...

Blackout Curtain Panel, in the Aqua- 96"L option was on sale from original price of $85.12, our customer received the sale price $64.12 per curtain panel. Our customer paid a total $128.24, saving a total of $42.74, for a quantity 2, Exclusive Fabrics Signature Velvet Grommet 96-inch Blackout Curtain Panel, in the Aqua- 96"L option. When reviewing your order summary the total discount is not displayed per item, instead listed in the subtotal box. The total purchase price of order number [redacted] is $275.78 after the promotional discount of $42.74, and does not meet the coupon requirements for purchases over $300.00, to receive $30 off purchase.   The return shipping cost of $13.22, has been deducted from our customer cost of $128.24, for the return of the 2 Exclusive Fabrics Signature Velvet Grommet 96-inch Blackout Curtain Panels, in the Aqua- 96"L. Sincerely, Overstock

To Whom This May Concern, After further research, we did find another email received under a different email address on 10/23/2016.Customer emailed informing us that a few of the parts had an issue. Due to the volume of emails to reply to this has delayed the issue. We have been in contact with the customer Thursday 10/27/2016. He has been replying to our emails and we are still currently working on a resolution.  Sincerely, Overstock.com

To whom it may concern, The customer placed an order on 05/09/2015 in the amount of $18.99.We have reviewed the order and have found that the customer hasn't contacted us to report any issues or concerns with the order placed.When an order is placed, most financial institutions will place a...

pre-authorization hold on the customer's credit card, or bank account. Banks place pre-authorization holds for the security of their customer's accounts, to ensure that the funds are available, for the merchant that the customer is shopping with. If a customer cancels the order, the bank will typically continue to hold onto the funds, as they are still anticipating that the merchant will be collecting on the funds. If the merchant doesn't collect on the funds within the standard 5-10 business days, the bank will then release the hold that they have placed on the funds. According to our records, the customer canceled the order, shortly afer they placed it. We have confirmed that we haven't collected on the $18.99 charge as the customer canceled the order and that we will not be collecting on these funds. Unfortunately, we are unable to issue a refund as we haven't taken any funds from the customer. We would suggest that the customer contact their financial institution, to verify when they will release the pre-authorization hold, that the bank has placed on their account. If the customer needs assistance in having the hold released sooner than the bank's timeframe, they can contact us at [redacted], and we can fax a pre-authorization release form to their bank.Sincerely, Overstock

Complaint: [redacted]
I am rejecting this response because:  The first time I called re: an order being cancelled, I was NOT asked any questions such as my name, DOB, social security number or account #.  What good did it do me, calling "fraud protection" on that day, if they did not ask me any pertinent information?   Secondly, when I called to activate my credit card, I was told it was "ready to use" and there were no problems whatsoever.  Third, when I placed the last order that was cancelled, the CSR told me it was because they had to "verify" it was me that placed the order, since another family member in my household also has an Overstock account.   I answered all questions correctly, without hesitation.  This CSR "Ashley" told me she was putting me on hold to "clear" my account, so I could place an order.  When she came back on the phone, she informed me her "supervisor" told her I had to pay in cash ("wire transfer").  I asked what good it did me to open the credit card with them, then not be able to use it.  She had no answer other than to blame her supervisor.  I asked his name and finally she gave me his first name only, claiming she wasn't allowed to give me his last name.  I asked to speak to him, she acted as though she did not want me to do so.  I apologized to her, stating I was "getting mad", NOT at her, but this supposed supervisor who had NOT talked to me at all, and was saying I had to pay cash.  I asked again to talk to "Amir" and she again, gave me another excuse that he really wasn't her supervisor, he was just "in charge" at the time.  Yes, I did lose my temper because I had this person basically insinuating that I could not be trusted.  WHAT IS THE POINT IN OPENING A CHARGE CARD, IF I CANNOT USE IT?   At least give people a legitimate excuse, not telling them it was  because my email address "was only 10 months old."   (FYI, anyone who opens an email account does not have to verify their identity to do so...in other words you could make up a name.)         Overstock does NOT back their credit cards, they are backed by Synchrony.  I have SEVERAL accounts with them and have had no problem.   ALSO, please note that the first order I placed was less than $80, I believe.  So, saying it was a large amount, is also ridiculous.  These people need to contact the customer to verify information, if any questions, before they cancel orders.   This is the absolute WORST place and customer service reps I have ever dealt with in my 70 years on this Earth.  Rude, uneducated people that get-off on "playing God" over a small bill.   I will take my business elsewhere and never recommend this company to anyone.   Also, my husband will be cancelling his account as well.  
Sincerely,
[redacted]

To Whom It May Concern, Upon our customers initial contact concerning the Prepac 'Winslow Elite' White 2-door Standing Cabinet, from order number [redacted], on 1/07/2017, Overstock has created a parts request sent through our portal to our supplier requesting the correct right door.  Overstock will allow 1-2 business days for response from our warehouse. Our warehouse replied with shipment confirmation within 2 days, on 1/09/2017. While processing customer’s request, customer sent an email on 1/07/2017, expressing dissatisfaction with our time frames. When reviewing the initial conversation customer experience with our chat representative the time frames have been expressed. Upon receiving the customer second request by email, the agent recognized the issue was being processed already. To avoid confusion with the processed already in action, the agent did not reply to avoid adding confusion and cause of delay.    Upon shipping the requested part on 1/09/2017, an email was sent to our customer providing the UPS tracking number, and a link to our carrier’s site, where customer can check for shipment updates and information. An email from our customer was received later in the day requesting details of the request, and warehouse used to ship parts from. No response was provided to our customer in belief that this situation had been taken care of with the shipment details of the parts provided by email sent to customer earlier in the day; this email was noted as a duplication to the original email in which our customer was provided tracking for the replacement parts.   Once our warehouse has prepared and shipped items or parts Overstock is unable to make changes to the location or shipment method. Overstock ships product from many location and will supply parts as needed from the most efficient warehouse location best suited to provide the accurate piece and quickest timeframes.   Our customer’s satisfaction is our number one goal, for further discussion of the situation customer is welcome to call Overstock at 800-843-2446, and may request to speak with Carrie G. Sincerely, Overstock

Hello, On 9/06/2015 the customer placed an order for the Furniture of America Anjin Enzo Contemporary Two-tone Multi-storage Coffee Table, which was delivered on 9/15/2015. The customer contacted us on 9/16/2015, informing us they were missing the hardware along with parts 10, 11, and 12....

We submitted a parts request with our supplier warehouse and sent the customer an email and also issued a $50 compensation to the customer's original form of payment. The customer replied to that email to let us know that we submitted the parts request on the wrong item. On 9/17/2015 we emailed the customer to let them know that we have corrected our error and we have now requested the needed parts on the correct item: The Furniture of America Anjin Enzo Contemporary Two-tone Multi-storage Coffee Table and that we will have the parts expedited. On Saturday 9/19/2015, we informed the customer via email that the parts they had requested were shipped and we gave them the tracking number. The parts order was delivered on Tuesday, 9/22/2015. If the customer has an issue with the parts recieved, they may contact us at ###-###-####.Sincerely, Overstock.com

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.
Notes:Scott, supervisor of the loss prevention department, personally handled the corrections to the account and resolution of the problems. We had a positive discussion going over my concerns about other consumer experiences similar to mine and I was assured that changes are being made. He also confirmed the items of my order were correctly noted from the factory.Unfortunately, after the resolution was made, my order was canceled again for the same original reasons, but Scott forced the order through his system. It seems some information related to my account is causing all orders to be canceled and it is unresolved at the system level, however, loss prevention has now made manual overrides for my specific situation. I have concern for other customers who may not know how to advance their problems if loss prevention ever locks them out of their account. I understand this was a learning experience for loss prevention and I hope it helps the customer experience of future people.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I will accept the offer but the description of what took place is not exactly what took place. I did not cancel this order, I was notified that it was being canceled because they sold me items which they did not have in stock. this is not the first time this has happened. They seem to sell items at a great price only to never deliver on the item after weeks of waiting. I dont know what the motive is but if you do that to enough people you can make a good bit or money by holding large sums of money for a few weeks. And this is the reason I think that they are being unfair. No matter the rate of bitcoin it should be returned in full if they cannot deliver on the deal. They had no problem giving me the full amount back on other occasions but when yhere was a sudden increase suddenly it became a problem. this company is deceptive and has told me many lies all of which I have recorded for the record. I accept this weak resolution to get this nightmare over amd done with but I will never buy from this 2 bit company again.
Sincerely,Ripped off byoverstock.com in PA, [redacted].
[redacted]

To whom it may concern, I have reviewed order number [redacted], for the Select Luxury Combo 3-inch Gel Memory Restore-a-Mattress Medium Firm Topper, selected in the queen size. The Queen size selected: Luxury Combo 3-inch Gel Memory Restore-a-Mattress Medium Firm Topper, should...

meet the measurements of: 60 inches wide x 80 inches long x 3 inches tall. Due to machine-cutting manufacturing processes, there may be slight variances in the dimensions of this product. Memory foam toppers arrive tightly packaged, we recommend allowing 72 hours for the foam to expand.  Being sealed sometimes traps odors, after unwrapping the odor should dissipate within 48-72 hours. We are unable to accept returns on memory foam products after they have been open. However, a courtesy has been offered, due to the customers complaint of odor size and discoloration, we are happy to offer a refund or replacement upon receiving confirmation that the Select Luxury Combo 3-inch Gel Memory Restore-a-Mattress Medium Firm Topper, has been donated to the charity of our customers choice. The charity should make out the donation receipt to Overstock.   Please refer to the email sent on 12/27/2016, for instruction or further assistance. Sincerely,Overstock

To whom it may concern,  The customer purchased the Samsung XE303C12-A01US 11.6-inch 1.7GHz Exynos 5 Dual Core 2GB RAM 16GB eMMC ChromeOS Chromebook (Refurbished), on 08/06/2016, for $137.99. On 08/14/2016, the customer contacted us, and reported that the laptop is locked. A replacement...

order was processed.  On 08/23/2016, the customer contacted us and advised that the replacement laptop was also locked. The customer was assisted with an order for a new and unused laptop at no additional charge. The value of the replacement laptop, which we shipped at no additional charge, is $281.99.  [redacted] The customer was sent a return label to return the first laptop. The customer will need to return the first laptop received. If the customer does not return the first laptop, they will be charged for the replacement order that was shipped to them. However, the customer was informed that they would not need to return the replacement laptop. Consequently, Overstock will not issue the customer a full refund plus provide the customer with a free product. [redacted] Sincerely,  Overstock

To whom it may concern,
The customer placed an order on 04/12/2016 for the Camilla Round Modern Bathroom Mirror. The order was delivered on 04/20/2016 via FedEx tracking number [redacted].
The customer contacted us on 07/05/2016 and reported that "the product is defective and...

rusted after a few weeks of use. The item needs repair or exchange." Consequently, it was explained to the customer that "Our return policy is you have 30 days from delivery to initiate a return. We ask that items are in new or unused condition for a full refund and received back to our warehouse within 45 days from delivery". The customer replied that they understood the return policy but needed "warranty repair". We did reply and explain that the product didn't come with a warranty. Therefore, the customer advised they would file a claim with the Revdex.com.
[redacted] Our return policy states the following (https://help.overstock.com/app/answers/detail/a_id/1/session/L3RpbWUvMTQ2ODI0ND...⇄
"You can initiate a return for most new and unopened items within 30 days of delivery for a full refund.* You must return items in new or unused condition with all original materials included with the shipment. We must receive your returned items at our processing facility within 45 days of delivery (see Product-Specific Return Policies for exceptions). We inspect all returned items and award a partial refund for opened or used products. If the return is a result of our error or defective product, we will refund the full cost of the merchandise and shipping charges.
If you initiate a return after 30 days, we may issue a partial refund* depending on elapsed time and condition of merchandise. "
According to our records, the customer's order was delivered in new and unused condition, on 04/20/2016. However, the customer reported when they contacted us, on 07/05/2016, that the item rusted after a few weeks of use. The customer waited for over 2 1/2 months to contact us to report that there was an issue with the item and is outside of our 30 day return timeframe. The customer provided no additional details as to why they didn't contact us after a few weeks when they noticed that the item was rusting.
 We have verified that the product doesn't come with a warranty. Overstock is only required to list a warranty if one is included with the item. After reviewing the information for this item and the order, we would like to further assist the customer, and would ask that they contact us at [redacted]. The customer will need to provide their order # [redacted] and request to speak to Melody R. when contacting us.  Sincerely,  Overstock

To Whom it may concern,Please allow me to apologize for how the incident was handled. The supervisor mentioned getting in contact with the warehouse not necessarily the supplier to get more information on the sheets.  These two are often intended to be the same.  The photo’s provided by the customer clearly show they are not what was ordered. They are from a different collection called Lockwood and not Holloway.  The agent and supervisor were never able to see the photos.  However,  instead of explaining to the customer that we’ve carried these long enough to sell hundreds,  and have only had a single handful of events where the item delivered was incorrect, we insisted the sheets delivered could be correct.  We could offer a replacement shipment that would most likely be the right item, but made a mistake in what was shipped and didn’t take the responsibility to offer the correct item. The agent and supervisor insisted the sheets received were correct.   This led the customer to not want to work with us ever again and sending the return label was the end of the contact. Sincerely, Overstock

To Whom it May Concern,   The Overstock Store Card through Comenity Capital Bank offers special finance plans as a promotion. These options must be selected at the checkout screen as Overstock customer service is unable to add the option later. The terms and conditions state that this offer...

cannot be combined with other promotions. Since a 15% off coupon was used on the order, the interest plan is not available on the purchase. Returns have been set up on the merchandise as of 3/27. Once the warehouse receives the merchandise the refunds will be issued in 3-5 business days. Customer must speak with Comenity directly regarding their bill and account as Overstock does not have access to it for security reasons.   Sincerely, Overstock.com

To Whom It May Concern 12/28 Customer attempted to place an order but this did not go through.  Customer received a statement that the payment needed to be confirmed due to the fee not being enough. At 2:47 PM the account was noted : Bitcoin refund #[redacted] succeeded (BTC equivalent for USD invoice amount for unbooked exact paid order). Invoice Amount: $236.05 USD (0.01695518 BTC) Paid Amount: 0.01695518 BTC Refund Amount: $236.05 USD (0.01685106 BTC) Refund Status: OK Order Code: [redacted] Bitcoin is a digital currency that allows quick and secure online payments. We partnered with Coinbase, a Bitcoin platform, to enable Bitcoin as a form of payment on Overstock.com. Failed orders are qualified for a refund to Coinbase. The refunds are issued for the full USD value of the order and processed at the Bitcoin exchange rate when the refund is completed.  Refund was issued through Coinbase using the email address listed on the Overstock.com account. If the customer did not have a Coinbase account, they would have receive an email outlining how to create an account and claim the refund.  If  not retrieved within 30 days, the funds will be returned to Overstock.com as unclaimed and will remain in the customer’s account as an in-store credit.  When the refund is sent to an email address that has an existing Coinbase account, the funds are available instantly and there is no risk the funds will be returned to Overstock.com as unclaimed. All Bitcoin transactions are communicated in US Dollars (USD).  The exchange rate is provided by our partner, Coinbase, at the time of purchase. This exchange rate is valid for up to 10 minutes.  If the payment is not completed during this time, the customer may be provided with a new exchange rate.   The customer’s full refund was issued and while we convey our apologies to the customer for the delay in resolving this issue, we feel no obligation to issue compensation.  Sincerely Overstock