Overstock.com

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 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

To whom it may concern, The terms and conditions of this particular coupon state that the 12% off couponmay only be used once and cannot be combined with any other offer nor past purchases. Does not apply to items in current site promotions. This coupon cannot be combined with any other...

offer or coupon. The "extra 10% off" items listed on this promotion showed a list of specific items that are currently 10% off. These products were not a combined discount of 12% and 10%, they were just being shown that they were on sale. Sincerely , Overstock.

02/09/2017 To Whom It May Concern: I have read the complaint and the desired settlement.  The customer is working with a member of our Executive Relations Department. 02/08/2017 - Regarding the taking time from work and doctor appointments we sent the customer an email requesting: A note or...

documentation from the chiropractor on a company letterhead that states that the treatment rendered was necessary as a result of the mattress that was purchased on Overstock. We would need an explanation of the treatment/complaints from the date of service for both [redacted] and [redacted], by the chiropractor. 02/08/2017 – A replacement mattress order has been created. The order number is # [redacted]. The order has been sent to the plant for the mattress to be produced. Once produced the mattress will be shipped to the Home Delivery terminal and then shipped to the delivery terminal in the customer locale. The customer will be called to arrange a delivery – the wrong mattress will be picked up upon delivery of the correct one. 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, Customer placed order number: [redacted], on 02/08/2017, for the following items: Hastings Tufted Fabric Storage Ottoman Bench by Christopher Knight Home, in the Beige option; The original price before sale was $172.99 Site Sale, customer received the sale price at $147.04. I...

have confirmed the Beige, Hastings Tufted Fabric Storage Ottoman Bench by Christopher Knight Home, is currently available in the amount of $147.04. Gold Coast Vineyard 3 Drawer Mirrored End Table, in the Weathered Gray option;  Customer has applied a coupon saving 10% off the original price $177.99, receiving the price of $160.19. I have reviewed and found the current price for the Gold Coast Vineyard 3 Drawer Mirrored End Table, in the Weathered Gray option, is $151.29. Overstock has issued in-store credit in the amount of $8.90, honoring the difference in price. Hand Painted Distressed Aged Ivory Wine Console Cabinet; With Coupon customer has saved 10% off the original price of $773.99, receiving the price of $696.59. Coupons cannot be combined with other sales or promotional deals. Our customer has received the best available price of $696.59. At the time order number [redacted], was placed customer saved $95.20, with the application of a 10% off coupon an additional $25.95 was saved in promotional savings for a total savings of $121.15. Customer is welcome to review the order summary when logging into her Overstock account. Prices are subject to change without notice, as a courtesy overstock will honor a price adjustment within 7 day from the purchase date. Price adjustments will be honored with in-store credit.   Sincerely, Overstock

Complaint: [redacted]
I am rejecting this response because: the way Candy spoke to me is unacceptable. Overstock employees are so hung up on policies and thinking they are set stone, that they didn't even acknowledge the way I was spoken to and time spent. I want some sort of credit code or gift card to appease that. My time us valuable, and I shouldn't have to waste it on employees that do not value their customers. 
Sincerely,
[redacted]

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, Overstock stands behind the quality of our merchandise with a 30 day return window.  I have notified our supplier of the situation the customer has experienced with their order of Abelone Contour Upholstered Dining Chairs by MID-CENTURY LIVING (Set of 2).  The...

recommended weigh is 200-220 LBS, there are few reported incidents of this break down reported, we will continue to monitor the return per sale on the Abelone Contour Upholstered Dining Chairs by MID-CENTURY LIVING (Set of 2). Overstock will gladly accept a return for a refund, outside our 30 day return window. To proceed, the Customer will need to repackage the merchandise, if the original packaging is not available customer my like to visit a local furniture store or currier facility for boxes and packaging. Please email [email protected], with your Revdex.com Complaint ID # [redacted], Overstock will initiate a prepaid UPS Pick up.   Sincerely, Overstock

To whom it may concern,   7/11/2017 – The customer contacted Overstock stating that the inner door to their Della Beverage Wine Cooler Mini Refrigerator, Digital LED, Black arrived shattered. The customer stated that they had already contacted our Marketplace Seller for assistance. The...

customer had received the seller’s voicemail during business hours and the customer stated that the seller had not returned their phone call. Per Overstock’s policy with our Marketplace Sellers, the customer and the seller are to work together. The seller and Overstock have 1-2 business days to respond. Therefore, Overstock was allowing the seller to respond to the customer within that said 1-2 business day timeframe. A few hours had passed and the customer contacted Overstock once again to express their frustration regarding the seller being unresponsive. At the time of the second phone call, the seller was closed for the day ( 5:00 PM PST ). Overstock assured the customer that they would receive follow up within a business day. Overstock was willing to intervene at this time considering the customer’s frustration. Overstock asked the customer to provide photos to jumpstart the issue. Overstock would be providing the photos to the seller once received. We received the photos from the customer shortly after the phone call. The customer was assured that Overstock would follow up by the end of the business day on 7/12/2017. The specialist that took the 2nd phone call from the customer, again spoke to the customer shortly after they received the photos. The customer was frustrated that the matter could not be resolved in one phone call. Overstock has explained to the customer the process when these specific instances would arise. The customer advised Overstock that they would be closing their Overstock Store Card account and will no longer be shopping with Overstock. 7/12/2017 – The morning of July 12th, 2017, the seller contacted the customer asking for photos of the damage. At this time, we’re unsure if the photos send to Overstock the evening prior, were sent from our specialist to the seller. Overstock shows record of the photos being sent from customer to seller shortly after their first contact together. The customer contacted Overstock’s corporate headquarters later on this evening expressing their frustration regarding the “ run around “ they’ve received. Our specialist that spoke to the customer from headquarters advised that they had personally called the seller several times to check on a resolution. Corporate Specialist made a judgment call and advised the customer that they do not have to return the product, and they are to dispose of the merchandise at this time and Overstock was able to refund the customer in this case without the seller. This is considered an exception and out of normal practice. 7/13/2017 – This morning, the seller responded to the customer asking if they would like to proceed with a refund or replacement. At this time the customer’s issue is resolved on Overstock’s end.   Sincerely, Overstock Tell us why here...

Complaint: [redacted]I am rejecting this response because:The information Overstock sent to you is not what they sent to me regarding the item purchased.  Here is what I received from them on 7/26/17:"Hello [redacted],Thank you for contacting Overstock to let us know you are having difficulty with your SIGMA 50-500mm F4.5-6.3 APO DG OS lens for Canon. I apologize for the difficulty you are experiencing and appreciate the opportunity to assist you with this concern. In reviewing your account, I see that your item is covered by a 1 year limited manufacturer's warranty. For information on how to have your item serviced under this warranty, please contact the Sigma warranty department for instructions. Their toll-free number is (800) 896-6858. Again, I apologize for the difficulty you are experiencing with your product. If there is anything else that I may assist you with please let me know. Sincerely,Michelle S.Overstock Customer Care"As you can clearly see, they told me the lens was covered by a 1 year limited MANUFACTURERS warranty, and NOT a suppliers warranty. I also called the phone number that they sent in their reply to you (800-927-1491)- the company name is Camera Lane, which is NOT an authorized sigma dealer.  I also went back out on Overstocks page today, 8/21/17, and they  are still advertising the lens as having a 1 year Limited MANUFACTURER'S warranty, and do not say anything about this product being a grey market product.  They are still committing fraud via false advertising. I have also attached pictures of the label on the lens they sent me, a screenshot of the product online from last week, as well as a copy of the email I received from them- all supporting my statements above. Sincerely,[redacted]

To whom it may concern, On 01/31/2017, once we heard only the half chair arrived, we contacted the warehouse with the result of the shipment and requested an entire chair. Our warehouse was advised and provided tracking later the same day. 02/07/2017 since tracking shows a delivery; we contacted the customer through email and left a voicemail to confirm everything is resolved. We issued compensation for the extended time the issues took. If there are any other concerns, please let us know.   Sincerely,   Overstock

To whom this may concern,   Order number: [redacted] - The customer’s order was placed on 11/27/2016 using the Overstock Store card as the payment method. The phone number on the invoice is [redacted]. Overstock did not come up with this phone number, it was placed on the order by the...

customer when they placed their order. 12/13/2016 – Overstock was contacted by the freight carrier who was carrying the customer’s Roxbury Tufted Microfiber Mid-century Style Sofa . The carrier advised Overstock that they needed an alternate phone number because the phone number provided goes to someone else who claims that “ there is no one here by that name “. Overstock immediately contacted the customer via email letting them know that Overstock and the carrier has the incorrect phone number for them and that we will need a response in order to get their furniture to them. [redacted] was responsive to us and advised that the phone number is [redacted]. The customer did advise that they had been in touch with the carrier via an online chat service and that they carrier was already provided with this information as well. The customer did express some frustrations in their email response to Overstock. 12/14/2016 – YRC send Overstock an email stating that they had spoken to the customer and they have now corrected the phone number. The customer was provided with the local agency’s phone number phone number so that customer could work with the local office and schedule their delivery. 12/15/2016 – The customer contacted Overstock stating that they still did not have their sofa. The customer stated that the delivery was set for this day, 12/15/2016 between 8-12. When the carrier did not arrive for delivery the customer contacted YRC and YRC advised the customer that they had attempted the delivery however no one answered the phone when they called for delivery. The carrier or possibly the local agency did not update their records with the new phone number as they still had the old phone number on file and what they had read to the customer when the customer contacted them on this day. The customer was upset because they now have to reschedule the delivery. 12/28/2016 – Overstock contacted the carrier to follow up to see if the delivery had been rescheduled. Overstock also contacted the customer to check back and to see if the delivery was rescheduled. Overstock also reiterated the phone number that the customer needs to be reached at. 12/29/2016 – The carrier got back with us stating that the delivery took place on 12/22/2016. The customer also let us know that they received their delivery and now has a separate issue regarding the legs of the product. Overstock contacted the warehouse to let them know that the customer needs all new legs for the sofa as the legs are different sizes. The customer was notified that Overstock would follow up within 2 business days however the actual request would take anywhere between 2-5 business days. 12/30/2016 – The warehouse has gotten back with Overstock and provided tracking to the legs for the sofa. UPS: [redacted]. Sincerely, Overstock Tell us why here...

To Whom It May Concern: 10/03/2016 - The customer contacted us to advise only one set of the Trex 26-inch Counter Stool (Set of 2) had been delivered.  The Chat Agent assisting advises a trace will be performed.  The time frame for a trace is 1-4 business days. 10/06/2016 – Customer...

contacted us for an update and the trace is set up this day.  10/14/2016 – Customer contacted us for an update and customer is given replacement timeframe.   10/19/2016 – Customer contacted us for an update and the customer is given update stating her pending replacement order will be shipped that day. 10/25/2016 – The order is researched by another Customer Care Agent and they see that the first package, that was not delivered – is not missing but is damaged in transit and will not be delivered and is being held by the carrier UPS. 10/25/2016 - The Customer Care Agent calls the customer and updates her with what had happened regarding the damaged package.  The replacement order has shipped as expedited - (2 day air) as a courtesy for the delays.   Sincerely,   Overstock

To whom it may concern,  Customer reached out to us initially on 2/03 via chat and asked us to cancel her recent order (PO #[redacted]) for the Tabouret 24-inch Lemon Metal Counter Stools (Set of 2) and Hand-Woven Paulina Stripe Pattern Cotton Rug (5' x 8') as she stated they were the wrong...

size for the space she intended them for. Customer had placed the order earlier that day. Our chat agent advised that the order cannot be canceled as it has already been sent to our warehouse and they are working on getting this out as quickly as possible. We did advise customer we would reach out to our warehouse to try to get this canceled before it is shipped out. We asked customer to allow us 1-2 business days to follow up while we work on this. Link to cancellation policy below; https://help.overstock.com/#!/answer/15 Unfortunately, our warehouse was not able to cancel the order and the counter stools shipped 2/05 via UPS while the rug shipped out via Fedex on 2/05 Customer reached back out to us on 2/05 via chat as she received shipping notifications via email for both items on her order and was very upset and requested we stop the shipments immediately. 2/05 we contacted UPS to have the package for the counter stools rerouted/returned to sender and then set up the return on 2/07 to notify our warehouse it was being returned so we could issue a refund within 3-5 business days of it arriving back to our warehouse. We completed that return on 2/12 and issued a full refund in the amount of $60.35 back to the customers form of payment. We reached out to Fedex on 2/07 to have the rug on the order returned to sender as well but unfortunately due to being delivered we were unable to do so. We set up the return and emailed customer a prepaid return label which Overstock covered along with return instructions via email. We show that the return label was used and the rug arrived back to our warehouse on 2/12 so we will process the refund in the next 3-5 business days and send an automated email with the details of the customers refund once it is completed. Thanks, 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. I appreciate Overstock's speedy response as well as their resolution to an inconvenient incident. The concessions to which they offered were a nice surprise and appreciated by this consumer. Thank you for your assistance and for resolving this matter in such a timely and satisfactory manner.
Sincerely,
[redacted]

To whom it may concern,   The (SIGMA 50-500mm F4.5-6.3 APO DG OS for Canon) sold on our site has a 1 year warranty through our supplier and the warranty department can be reached at (800-927-1491). Sigma will not honor this warranty since it is through our supplier. Overstock.com is not the...

authorized seller of this merchandise. Our supplier is an authorized seller so the warranty must be activated through them. This is why the merchandise is able to be discounted. A White Market product is unable to be sent for this reason. A return has been set up on this product for a full refund. A refund will be issued in 3-5 business days once the warehouse has received the product.  Sincerely, Overstock.com

To Whom It May Concern, Overstock sells the Republic Design House Newport Queen-size Grey Upholstered Headboard, Storage Bed and Bench Set, in several options. As a Market partner Amazon, lists merchandise sold and fulfilled by Overstock. Overstock received information to fulfil the customers...

purchase for the Republic Design House Newport Queen-size Grey Upholstered Headboard, Storage Bed and Bench Set, in the Grey 52 inch Bench Only. Corrections have been made to the product listing provided by Amazon. A full refund has been provided to the customer. Our customer is welcome to keep the bench in procession, or donate at their digression.   Sincerely, Overstock

To Whom it may Concern, Order [redacted]  Placed on 06/19/2017 [redacted] Our Customers first Order was placed for the Gotham Steel 10.25 inch Blue Non-Stick Pan.When the Customer placed his Order, there were several images presented. (1) of these images showed a double sided...

Handle  arrangement. The Customer called in after receipt of His Order to let us know He had received a Pan with only (1) Handle.This Product only comes with the Single Handle. The Customer Service and Supervisory follow up was to accommodate the Customer request to have the Double Sided Handle Product provided.A certain amount of confusion resulted because there is not a double handled version of the product available leading to Customer Service asserting only a single handled product was described.On 07/07/2017 the Customer was sent a replacement because the issue at the time seemed to be the Wrong item had been shipped or there was an incorrect Bin Number at the Warehouse resulting in the incorrect item being shipped, however, the item was the correct Product and an incorrect Stock Photograph had been included with the Merchants Product information for Marketing their Kitchen Utensils. Because the confusion was not the Customers fault. A return was set up and UPS Call Tag issued at our expense at more than half the cost of the item. UPS, typically, will respond in 1-2 business days to make their pickup of the package. The Customer is not required to be there and may leave the return package outside in a somewhat secure location for their convenience. The first of these labels still shows unused.After the initial complaint by the Customer, a replacement item was issued in the belief the incorrect item was shipped and the correct one would be sent to replace it.Because of the incorrect Stock Photograph the Customer again received the Single Handled Product and another Call Tag was issued for the return on 07/13/2017. This Call Tag also is unused at this time.Overstock would like very much to resolve the issue in the Customer behalf. Currently an Escalated Agent is reaching out to the Customer by both Telephone and Email with alternate products for the Customers consideration. Each of these items is valued at a substantial amount above the Customers initial purchase. We would like him to have the type of Kitchen Utensil he requires and are only hoping one of the more expensive alternatives will work for him. A Phone call and detailed Voicemail was made to the Customer and an Email also was sent with the alternative Kitchen Utensils. We are only waiting for his response and look forward to concluding the issue in a positive fashion.Sincerely, Overstock

Complaint: [redacted]
I am rejecting this response because: there have been no returns or suspicious activity whatsoever on my account. Since I opened my account I have shipped to my daughter's home with no issues whatsoever. I provided a copy of my identification to verify that it was me ordering so my order should have been sent where I requested.The order in question was still shipped to my home address instead of where I want it to go. This will necessitate me paying for shipping (which should be free) I accept the compliment of my voice "sounding young" but I assure you that that is not an indicator of my age. I will not be shopping with Overstock.com in the future and will be canceling my credit account. 
Sincerely,
[redacted]