Overstock.com

Revdex.com: I would like to reject the offer of Arbitration for complaint ID [redacted] .The problem was solved two days agoBongo did refund me the requested moneyThank you so much for your involvement Sincerely, Judith S***

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 optionComenity Capital Bank approve card applicants and take all the financial riskUpon review of customer’s information our customer will need to contact Comenity Capital bank directly for additional assistanceRepresentatives are available Monday-Saturday, 8:AM – 9:PM EST, closed Sundays and major holidaysSincerely, Overstock

To whom it may concern, In accordance with your request, we have removed the customer's email address, [redacted] , from our systemFor accounting purposes, we are required to maintain certain information regarding the customer's account in accordance with our Privacy PolicyPlease be aware data shared with third parties pursuant to the customer's previously-provided consent may persist in locations not under our controlThe customer has been sent written confirmation, of the above information, to the address they have provided to the Revdex.comIf the customer has any additional questions or concerns, we would ask that they contact us at ###-###-####, so that we may further assist themSincerely, Overstock

Complaint: [redacted] I am rejecting this response because: This is clearly poor customer service on Overstock's partEvery representative who claimed to telephone me was calling the WRONG PHONE NUMBERI changed my phone number about six or eight months ago to (747) 239-and notified Overstock of the changeThey obviously were calling the wrong number because I NEVER received any phone calls on my correct numberEver.I do have the sofas in my possessionThey arrived in boxes that were in terrible condition but the contents were okayI should have returned the products as they were not what I expected I just don't want to deal with such ies againThank you for your assistancePlease let other consumers be aware of how wretched these people areSincerely, [redacted] Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:It is most certainly a GIA certified appraisal!!!!!!!!!! I want a full refund and the shipping it cost to pay for when they sent it back and told me to get an appraisalBecause they did not tell me to do this in the first email before I sent it back, I feel I should get that shipping backPlus I want the shipping to send the ring back with insuranceThis is the most insane experience I have ever had as a consumerThis company is purposely trying to piss me off? or are they unqualified for their jobs? or just very stupid people working thereThis is disgusting and I plan on telling everyone Sincerely, [redacted]

To whom it may concern, The customer placed an order on 12/22/for the Razor Dirt Rocket MX The payment method used was Klarna; which is a new payment option offered to customers, where they can order now and pay laterOn 12/22/2015, the customer emailed us and requested that we cancel the orderWe 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 outThe 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 OverstockThe customer was informed that this issue would be escalated to another department to assist with the return of the order and they would receive follin 1-business daysThe 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 lineTherefore, the issue was escalated to a supervisorAccording to our records, the supervisor did contact the customer and discussed the issue and experience with the customerWe confirmed that we would contact the carrier, intercept the order, and have it returned back to our warehouseAs 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 neededSincerely, Overstock

To Whom It May Concern: Order: # [redacted] - The customer did receive some items that were defective and damaged and also a partial order as described in her complaint We have an agent working with her now and so far she has received the requested parts for the items she mentioned The agent is working with the customer and the warehouse/shipper regarding the partial sectional that was receivedThe agent is trying to get a refund of in store credit and a discount such as a coupon so another comparable item may be purchasedThe agent is waiting for a reply now; regarding the partial sofa in the customer’s possession The customer and the agent are communicating with email Sincerely, Overstock

To whom it may concern, While we understand that [redacted] 's mother has passed away, we don't show that she is currently listed as an authorized user on her mother's account, and no documentation has been provided showing that the customer has passed awayTherefore, to further assist [redacted] in confirming the refund details, she will need to provide us with a copy of the customer's death certificateFor additional details on how to proceed, [redacted] should give the Executive Relations Department a call at [redacted] , and ask to speak to Melody RShe will need to provide order # [redacted] when contacting us.Sincerely, Overstock

To Whom it May Concern, On 11/28, the order was placed for the desk and cabinetThis order has a ship out timeframe of 1-business days and then 1-weeks for delivery On 12/the cabinet was delivered however the desk was notBoth items shipped from the supplier show the same tracking number for deliveryWe reached out to the supplier on 12/for an update on the tracking information to confirm if the package was shipped under a different tracking numberOn 12/we received notice that the supplier had shipped all boxes and they were signed for by the shipping company under one shipmentSince the customer only received one box , we have reached out to the carrier to confirm where the additional packages areDue to the busy holiday season, we were unable to get an update from the carrier until 12/At this time a dock search has been initiated to locate the packageThis can take up to hours to verify the package locationIf we are unable to locate the shipment, a refund or a replacement will be issued at the customer’s request Sincerely , Overstock.com

To Whom It May Concern: 11/23/the customer made a purchase 12/02/the customer contacted Overstock for assistance as the tracking was showing the package had a bad address and had been returned to the sender***This product was sold on our (Overstock) website by a Market Place SellerA Marketplace Seller is a Supplier who sells on Overstock but handles their own returns and customer serviceThe Marketplace Sellers do operate differently than we doCustomers must contact the Seller first before Overstock can offer any assistance12/02/customer called in to alert us that the package did not have the correct shipping address for delivery The street numbers on the package was showing [redacted] instead of ***The Post Office could not deliver so the package was returned to the seller12/15/the customer contacted us to see when the refund would be put back on his method of payment as he needed to make another purchase since this one had been returned The agent assisting the customer created a contact between the seller and customer so they would be contacted within hours The agent also sent an email to the Seller advising the customer has been waiting for a replacement or refund now as the watch was returned to your warehouse – tracking shows 12/07/12/18/the notes indicate the customer contacted Overstock for an update and to advise he had contacted the seller multiple times and the seller stated that they will help them with a replacementHowever, the replacement wasn't releasedThis was a Christmas gift and customer does not want to contact the seller anymore on thisThey want us to process the refund so that they can place a new order or a replacement before Christmas12/18/the chat was transferred to a Chat Supervisor (Craig) for assistanceThe Chat Supervisor said that he could activate a one year free Club O Gold membership worth $along with $Club O Rewards, and advised the Club O dollars could be redeemed on his next orderThe customer in not so many words advised that this would not help his situation so the Chat Supervisor then advised he could give the customer a 20% off coupon for his next orderAfter conversing about some watch prices on our site and competitor’s sites the Chat Supervisor made a onetime exception, and due to the circumstances of the issue at hand he issued the refund back to the customers method of payment and the remaining money from his gift card was placed on the customer account as in store credit The customer was not happy with this resolution and they discussed what the customer had lost from purchasing the item on Black Friday and that he needed a gift in hand by Christmas and the extra charge to expedite the order to get it to the person by ChristmasThe Chat Supervisor finally said: I understand you have purchased this on a Black Friday dealI can help you with a maximum of 25% discount on the new purchaseThis is the best I can doThe customer said he would not be able to go on to our site for a few hours to look at the watches but he would and then contact us back The chat agent noted the customer’s account as follows: Customer has contacted the seller multiple times and the seller stated that they will help him with a replacementHowever, the replacement wasn't releasedThis a Christmas gift and customer does not want to contact the seller anymore on thisThey want us to process the refund right away so that they can place a new order or a replacement before ChristmasTherefore, I processed the refund for the customerThey wish to place a new order for a different watchHowever, the price is higher than our competitors web siteAlso, they have got 15% discount for the returned orderInformed that we do not Price Match and offered 20% discountCustomer was still disappointed with this as the price is highTherefore, I offered 25% discount on the new orderInformed them to place a new order, I'll help them with 25% discountCustomer stated that they will contact us backI have provided the chat reference number12/18/the customer placed the new order # [redacted] using the 25% coupon discount and the in-store credits he had on his accountThe order was for a watchThe watch delivered to the customer by UPS on 12/20/The customer received assistance and it was not acceptable assistance from this Market Place SellerThis information has been passed on to that specific department so it can be reviewed and taken care of so this does not happen again Sincerely, Overstock

To Whom It May Concern, The customer placed their orders on 2/4/through Amazon’s web site, to be fulfilled through Overstock for the Crystorama Traditional Crystal Collection 10-light Polished Chrome/Swarovski Spectra Crystal Chandelier’s These items were delivered to the customer on 2/8/and the customer reached out to us regarding the wrong items receivedA response was sent to the customer regarding the issue on the following day, 2/9/asking for more detail on the incorrectly received itemsAs of 2/9/return shipping labels were sent to the customer for return of the incorrect itemsLater that day it was found that due to a listing error on Amazon’s web site, the item that the customer was informed they were purchasing at checkout was the Crystorama Traditional Crystal Collection 10-light Polished Chrome/Swarovski Spectra Crystal Chandelier, but what they were actually ordering was the Crystorama Abbey 6-light Dark Rust Semi-flush Light as the listings were in error mixed up and this error was correctedOn this day additional contact to the customer was made advising of the located error, advising that we could offer to return the incorrect items received at no cost to the customer for a full refund but that we couldn’t offer to send the chandeliersOn 2/11/the customer advised that they would be willing to return the incorrect items when they received the items that they were originally expecting and informed at that time they would be escalating the issue to the FTC On this same day it was re-advised to the customer that the expected items couldn’t be sent out to them and that we could only offer a refund for the return of the incorrect items at this timeSincerely, Overstock

To whom it may concern, Products on the Site are subject to change without noticeErrors will be corrected when discoveredOur Site contains a large number of products and it is always possible that, despite our best efforts, some of the products listed on our Site may be incorrectly priced, the quantity or availability of a product may have changed just prior to an order being placed or other errors may be displayed on the product page We will normally verify prices, availability and confirm there are no errors on the product page as part of our dispatch procedures Where a product's correct price is less than our stated price, we will charge the lower amount when dispatching the product to youIf a product's correct price is higher than the price stated on our Site, we will normally, at our discretion, either contact you for instructions before dispatching the product, or reject your order and notify you of such rejectionWe are under no obligation to provide the product to you at the incorrect (lower) price, even after we have sent you an Order Confirmation or a Shipping Confirmation, if the pricing error is obvious and unmistakable and could have reasonably been recognized by you as a pricing error On occasion, you may be able to place a product in your shopping cart and submit your order for processing, but your order is subsequently cancelled due to unavailability of productYou acknowledge that products may sell quickly and there may be a short period of time after an order has been submitted, but where the product is no longer availableYou agree that we may cancel your order after you have received an Order Confirmation without penaltyOn very rare occasions, you may receive a Shipping Confirmation from us, but the product is no longer available in our or our third party fulfillment provider's inventoryYou agree that we may rescind our acceptance and cancel your order without penalty if we are unable to ship the product you ordered due to unavailability We reserve the right to correct any errors, inaccuracies or omissions on a product pageWe reserve the right to rescind our acceptance and cancel your order without penalty in the event there is an obvious and unmistakable error on the product page, in our reasonable discretionIf you have already received your order, we will do our best to resolve your concern Upon researching the product in question, I was able to find this was the price of the item shortly last monthAs a one-time courtesy, we’ll honor the price the customer found today and will assist in placing the order Sincerely, Overstock

To whom it may concern, The customer placed an order on 08/27/The order shipped out on 08/28/2015.Our records don't show that the customer contacted Overstock; therefore, based upon the customer's complaint, we see that they contacted UPS for assistance with their orderIn reviewing the FedEx tracking scans, for tracking number [redacted] , we have confirmed that the customer's order was delivered to their home on 09/04/If the customer hasn't received their package, as indicated by FedEx, we would ask that they call Overstock at ###-###-####, so that we may initiate a trace with the carrier and further assist with this matter.Sincerely, Overstock

To whom it may concern, The customer placed an order on 02/20/for the Woodcrest Heartland Futon Bunk BedThe picture of the item shows that there are drawers underneath; however, in the details of the item, listed on www.overstock.com show that the optional drawers are sold separatelyWe have attached a picture showing the details for this item.The customer contacted us on 03/03/2016, and advised that the tracking reflected that the shipment had been refused by the carrier due to damageWe issued the customer a $in-store credit for the inconvenience and assisted the customer with a replacement orderThe replacement order was shipped out on 03/14/The customer contacted us on 03/23/to notify us that the replacement bed was also damaged and that she would be picking the item up directly from the carrier on 03/25/On 03/25/2016, the customer picked up the bed, and found that the damage was a small scratchThe customer was issued $discount to keep the item as-isWe advised the customer that this was a picture shown on EBay's websiteConsequently, we also explained that we would work to get the drawers and have them shipped to the customerThe customer contacted us after opening the bed as they were unable to locate instructions or the drawers for the itemWe responded to the customer and advised that the drawers weren't included in with the bed and came "as an option"The customer provided us with a photograph showing that the drawers were included with the bed and didn't show that they were sold as an optionWe reviewed the picture the customer provided and found that this wasn't a picture from the www.overstock.com website; however, this photograph was on EBay's website for the Overstock store that we have listed thereOn 04/04/2016, we were able to place an order with the warehouse for the drawersThe order number for the drawers is [redacted] The order is currently processing with the warehouseThe drawers can take 1-business days to ship out of the warehouseTracking will be provided to the customer, once the drawers have shipped out.Sincerely, Overstock

To Whom It May Concern, The Indigi® FCar DVR DashCam w/ Rotating Cameras (Front+Rear) Driving Recorder with 2.7" LCD w/ IR Nightvision & 32gb microSD (Item# [redacted] ), is sold and shipped by an approved marketplace seller, IndigiCustomer must contact the marketplace seller to process a return; contact information is listed on the Overstock product pageThe customer placed an order for the Indigi® FCar DVR DashCam w/ Rotating Cameras (Front+Rear) Driving Recorder with 2.7" LCD w/ IR Nightvision & 32gb microSD, on 7/03/2017, order number Processed under order # [redacted] Included with the Indigi® FCar DVR DashCam w/ Rotating Cameras (Front+Rear) Driving Recorder with 2.7" LCD w/ IR Nightvision & 32gb microSD: 1) Dual Camera Lens Car DVR 1) vehicle charging cable 1) windshield mount 1)a/v cable and manualCustomer reported the product does not hold a charge and shuts off constantly within minutes of useIndigi has advised, this unit has an automatic shut off if left in standby mode, this mode can be adjusted if consumer desiresIndigi has asked the customer to contact them back if additional assistance is requiredAs of 7/16/2017, customer has been advised to dispose unit, a full refund has been released to the customer’s form of paymentCustomer should contact their issuing financial institution for their established time framesSincerely, Overstock

To Whom It May Concern: 02/23/Customer placed order for Pine Canopy Tuskegee Pillow Top Queen Sofa Bed Option: Walnut Arms Suede Dark Blue Upholstery Order # [redacted] $ The purchase was in our system as a pre- authorizationThe hold of the funds prior to shipment is called a Pre-AuthorizationA Pre-Authorization hold usually only takes about 3-business days to be removed and your funds to be available for use depending on your financial institution 02/23/The customer contacted us to express she had forgot to include the suite number when she entered her shipping address 02/23/The Solution Specialist that assisted the customer stated and noted the account: Since the customer did not want to cancel the order, advised them once the order gets processed we will send a message to our warehouse to see if we can add the suite number02/23/The order was in what we call a fraud check and because it was the customers first order with us the Loss prevention department will usually perform the needed task to make sure the card is legitThe Supervisor in our Loss Prevention Department called the customer back and the notes show that a request was sent to the warehouse to add the suite number and added if it has shipped we can call UPS and have it added02/25/Emails from the customer advising us of how she felt about this issue and I can see notes stating the warehouse wanted a new order due to the loss prevention department being involved So that is when we advised the order needed to be canceled and a new order placedThe actual notes on the account state: Customer has been dealing with waiting for her order to be process by the warehouse due to some confusion that order was not accepted by the warehouse because LP had notes on itCalled the customer back today and spoke with LP to make sure they had no issues on the accountSent out that cancellation requesthonored per tammy the original cost and replaced the order for the itemCustomer needs Warehouse to cancel the order ending in [redacted] and take the pre-authorization hold off 02/26/The warehouse advised they could cancel that order it had not been shipped yetThe original order placed on 02/23/and it was estimated to arrive on 03/05/Without counting the weekend only business days that would give the order six business days to arrive as our orders ship and deliver within 3-business daysThe replacement order # [redacted] was put in on 02/25/and it shipped within the 1-business day time frameIt left the warehouse on 02/27/It was estimated in our system to arrive on 03/05/03/02/The customer emailed in and stated we were liars and that we had told her the item would arrive by 03/02/and that the other charge (pre-authorization) had not been put back on her method of payment The pre-authorization can take 3-business days and we advise the customer if that cannot see it posted to contact their financial institution for posting time framesAlso threatens she would report us to the Revdex.com03/02/The notes on the account show that they explained the pre-authorization charge to the customer03/07/Customer contact to return the item as it arrived in a defective or damaged condition03/08/The call tag (meaning a label that UPS will be sent and not the customer) was created on 03/08/The call tag scans show that UPS was at customer address to pick up the item on 03/09/2018, 03/12/and 03/13/and UPS notes state they could not pick up as the item was not readyWith call tags UPS will make three attempts and then the call tag is canceled03/11/Notes show that during a text message conversation the customer advised: I am not at the suite on Monday first, second, you need to take it apart and bring a giant box or just load it up assembled I have reported you through Revdex.com Our Standard Return Policy for items delivered by a ground carrier such as UPS, Fed Ex, DHL – they do not have drivers that will disassemble and package returns for a customerThis can be done when the item in question has been delivered by a large carrier such as Ceva Logistics, Yellow Freight, etcThe large carriers are equipped to do these tasksWe will recommend that the customer donate or dispose of the item in her possession due to the circumstances of this issueThe customer will be contacted today and given this optionIf she accepts we can issue the refund todaySincerely, Overstock

To whom it may concern, We have reviewed the customer's account and found that they contacted us on 08/15/The customer emailed us a chat conversation regarding the ABBYSON LIVING Richfield Premium Top-grain Leather Sofa, Armchair, and Ottoman Set.The chat conversation provided to us by the customer, states that they were trying to order a "product advertised", for the price of $The customer provided the following link: [redacted] .The customer's email shows that the Customer Service representative was unable to locate the ABBYSON LIVING Richfield Premium Top-grain Leather Sofa, Armchair, and Ottoman Set, and informed the customer that they were unable to locate the item, and that the item was out of stockTherefore, the customer asked to know why "it is advertised"The agent replied and apologized and advised that we don't have this option availableThe email shows that the customer requested for a supervisor to call them and provides their phone numberThe chat conversation provided to us by the customer then cuts off and we have no additonal information as to what transpired or how the agent responded to the customerWe have researched and we are unable to locate the same chat conversation that the customer emailed to usTherefore, the customer was sent a reply to their email on 08/16/2015, and advised that we were able to locate the item and the current price was $1'030.99.When reviewing the link provided to us by the customer, we have found that it wasn't a direct search on the Overstock website, but a search that was performed through GoogleA screenshot has been attached as to what we see when clicking on the link provided by the customerAs with any company, Overstock's prices are subject to changeTherefore, when the price changes on our website, it is an immediate changeHowever, we cannot monitor Google's website to ensure that they have immediately corrected our new listed priceWhen clicking on the link provided to us by the customer, it shows on Google, several merchants advertising the ABBYSON LIVING Richfield Premium Top-grain Leather Sofa, Armchair, and Ottoman Set, and the price that it is being sold forThe current base price showing that Overstock is selling this item for is $2,In reveiwing the prices that the other merchants are selling this same item for, we have found [redacted] is selling this item for $3,799.00, and [redacted] is selling this item for $3,When reviewing the prices of Overstock and the different merchants, it appears that the listed price for Overstock is less than the standard price that this item is being sold for.When clicking on the Google link, we are directed to the Overstock website, and have located the ABBYSON LIVING Richfield Premium Top-grain Leather Sofa, Armchair, and Ottoman SetThis item can be found using the following link: http://www.overstock.com/Home-Garden/ABBYSON-LIVING-Richfield-Premium-Top-grain-...⇄ current price we show listed on our website is $2,310.28We don't show that the price for this item is or has been listed for $555.29; therefore, we cannot offer this item to the customer for this pricePlease note, that Overstock's Terms and Conditions show that "We reserve the right to correct any errors, inaccuracies or omissions on a product pageWe reserve the right to rescind our acceptance and cancel your order without penalty in the event there is an obvious and unmistakable error on the product page, in our reasonable discretion.Because the customer has filed a claim that the did see the price on Google's website, for $555.29, and then visted our website expecting to receive this item for the same price, this would be considered an "obvious and unmistakeable error" if such item was listed on our website for this price, as it is clear when looking at the listed price for this item with other merchants that the price is greater than $555.29.If the customer would like to purchase this item through Overstock, they will need to pay the current listed price, and any applicable taxes.Sincerely, Overstock

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

To whom it may concern, The customer placed an order on 04/12/for the Camilla Round Modern Bathroom MirrorThe order was delivered on 04/20/via FedEx tracking number [redacted] The customer contacted us on 07/05/and reported that "the product is defective and rusted after a few weeks of useThe item needs repair or exchange." Consequently, it was explained to the customer that "Our return policy is you have days from delivery to initiate a returnWe ask that items are in new or unused condition for a full refund and received back to our warehouse within 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 warrantyTherefore, 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 days of delivery for a full refund[redacted] You must return items in new or unused condition with all original materials included with the shipmentWe must receive your returned items at our processing facility within days of delivery (see Product-Specific Return Policies for exceptions)We inspect all returned items and award a partial refund for opened or used productsIf 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 days, we may issue a partial refund [redacted] 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/However, the customer reported when they contacted us, on 07/05/2016, that the item rusted after a few weeks of useThe customer waited for over 1/months to contact us to report that there was an issue with the item and is outside of our day return timeframeThe 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 warrantyOverstock is only required to list a warranty if one is included with the itemAfter 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 Rwhen contacting us Sincerely, Overstock

To Whom It May Concern: The customer placed the order on 11/05/The order was canceled per request on 11/07/After research I have found that the customer service agent that assisted the customer was able to cancel the order but did not forward the issue on to our International Department to be completed properlyThis resulted in the order not being canceled in our systemThis was brought to the attention of our International Department immediately today 11/15/and it has been completed correctlyThe customer will now see his refund within 3-business days in the amount of CAD Sincerely, Overstock