Overton's, Inc.

Misleading sizes on life jackets. I ordered a man's large and received a man's small life jacket. The sizes are mislabeled. I contacted customer service and they side that I could return the $109.00 life jacket only if I paid for the shipping. If the product is not want as advertised online, why should a customer have to pay for the exchange or return of that product. Poor customer service and company. When I complained about the service and the so called policy. I informed them that I was going to share my experience with the public. With 2 hours, my email address was shared with with a hacker site that sends out fake emails to hundreds of corporate emails addresses within a period of time. Like a virus. Be the tech engineer that I am, I traced the source back to Overton's IP addresses. Do not do business with this company! They are certainly a bad company to do business with.

Would not follow through on supplying return shipping label for defective/ wrong size items.Ordered 2 items. One item was defective and the other did not fit. Spent a total of 4 phone calls and 2.5 hours on the phone to try and get things resolved. My cost to return items was almost as much as the initial price of the items. They agreed to sell me a return shipping label. My credit card was charged $13.08 for the label that was never sent. I was then told they could only refunded half that amount when I last spoke to them and the remainder would have to be approved. I have spent several hundreds of dollars with them over the years and they refused to credit my card the full $13.08 they should have never charged in the beginning without mailing the label. I will never purchase another item for Overtons and would caution anyone else from doing so.Desired SettlementCredit my card the full $13.08Business Response /[redacted]/Credited customer $13.08.

Overton's website advertised a boat cover that would work for my boat and it didn't.The website clearly articulates no refunds or exchanges so they are unwilling to take it back even though the website misrepresented the product. These are the steps I took:Step 1 - go to www.overtons.comStep 2 - Within Boating & Marine, select Custom & Semi-Custom Boat CoversStep 3 - Click on the link, Shop by Year/Make/ModelStep 4 - Select 2001 in the Year field, Select Mastercraft in the Make field and Select X Star w/Zero Flex Flyer Tower Covers Teak Platform in the Model fieldStep 5 - click Show Boat CoversStep 6 - click "Covermate Sharkskin Plus Custom Boat Cover #XXXXX XXXX to 2001 Mastercart X Star x/Zero Flex Flyer Tower Covers Teak Platform"Step 7 - select Black in the Make Selections field and click Add to CartStep 8 - complete the checkout processHere's the response I received from them:Hello,- The item you ordered is XXXXX BLK, which is for a 2000 model only. On the website (below link) it says 2000 to 2000.- The item below XXXXX is for XXXX-XXXX.- The only cover I see for a 2001 is item XXXXX. You have to click on the actual item for it to show a description on the custom cover.Please call customer service with any additional questions or concerns at XXX-XXX-XXXX. Thank You,[redacted]My follow-up response was (I included the actual website screen shot where it is extremely clear on what I selected):Sorry [redacted], I should have included screen shot from the web site. here's what I clicked on and it says XXXX-XXXX, "Covermate Sharkskin Plus Custom Boat Cover #XXXXX, 2000 to 2001 MASTERCRAFT X STAR w/ZERO FLEX FLYER TOWER COVERS TEAK PLATFORMHer response:If you click on that link when that item comes up after your search, it pulls up with the descriptions and the correct year. It no longer says XXXX-XXXX. But that is not what was ordered. You originally ordered XXXXX which states 2000 only.Desired SettlementI merely want a cover that fits my boat. I'd also encourage Overton's to fix their website so other customers do not run into the same situation. It's confusing and I'm uncertain based on the steps I took, what I did wrong.Business Response /[redacted]/Thank you for your feedback. I apologize that a complaint had to be filed to get this situation addressed. After researching this issue, I found that we have this cover advertised incorrectly online. I will be happy to send you a pre-paid label to return the incorrect cover back to us for a full refund. When the issues have been corrected, I will contact you back to place a new order for the correct cover. Thank you for passing [redacted] information along so we can get our website updated.

Attempted to cancel order within hours of placing it online, on the weekend, was told too bad so sad by a supervisor. Customer service was horrible.I placed an order online late on a Saturday night with Overton's. I then on Sunday attempted to cancel the order and sent an email stating I would like to cancel and I called their customer service line and got no answer multiple times. I then called on Monday morning and was told by an operator it was too late to cancel because they could not cancel the order once it 'reached the floor'. I then called them back after this email correspondence and was eventually transferred to a 'supervisor' after the previous operator did not have a lot of knowledge about what transpired to that point. I was then told by the supervisor [redacted] at extension [redacted] (he refused to provide me his last name very rudely) that it's too bad so sad for my hopes of cancelling my order. [redacted] was extremely rude basically laughing at me and telling me I have no buyer's rights and 'no one forced me to place an order with them' despite my futile attempts to inform them within hours of placing the order that I'd like to cancel. He stated they have no direct contact with the warehouse and then belittled me, the buyer, by stating 'You're just a little single ol buyer and that's the way we do things'. This person was overly rude, unprofessional, snarky, did not care about my rights as a buyer, did not care about the seller reputation of Overton's, and did not care a single ounce about customer satisfaction.Desired SettlementI would like my order cancelled, or refunded and the cost to ship the product back paid for by the seller considering my numerous attempts to cancel the order within hours of placing it. And for the poor customer service experience I endured at the hands of their supervisor.Business Response /[redacted]/I apologize for the level of service that was received; this is not how we want to treat our customers. I have requested that FedEx return the package back to us and we will issue a credit upon receipt. If FedEx is not able to stop delivery, I will be happy to send you a pre-paid label to return the merchandise. As stated in the message I left for you, please feel free to return my call if you would like to discuss further. Consumer Response /[redacted]/Thank you for your appropriate response to this issue. I see the product is well on it's way back to you and I look forward to this getting handled quickly and concisely as any professional organization should. I do appreciate the customer service I received after the fact immensely but it also shouldn't have gotten this far. Once the refund has been processed, I will consider this complaint resolved.Final Consumer Response /[redacted]/

Warranty/refund issuesI purchased a marine stereo 6/29/2015. We tried out the product and it dosent work. The product has a manufacturing warranty of 1 year. Return policy is 30 days which I didn't get to them in time. Ive called sony and they advised me that the product was manufactured in 2012 and the warranty ended in 2013. They refuse to replace the unit which cost me around 194. As a consumer how am I supposed to know when the item has been manufactured. Overtons should know and should know that it shouldn't be selling products if they cant be returned for a product that works! What does that say about the company in which your running if you knowingly are selling products that are expired. Even if that stereo would have worked initially but went out within the first year I would be in the same boat.Desired SettlementIntially Id like to have it replaced for one that I know has a valid warranty and that works, if this cannot be done then I want a full refund.Business Response /[redacted]/We are contacting the customer to offer an exchange for a new one. We will also inform the warehouse to pull one that will still be covered under warranty with the manufacturer.Thanks,[redacted]

Overton's is not honoring their return policy for "open box items". The description was not accurate and did not reveal the PWC cover would not fit.On XX-XX-XX I purchased online an "open box item" PWC cover for my 2004 SeaDoo RXP. It arrived a few days later. Since it was late in the season and my PWC was already winterized and covered I waited until this Spring 2016 to get it out and put it on the PWC. That's when I found out that it would not fit my SeaDoo. It is an inch or two short. No matter how hard I tried it won't fit. I have owned my pair of bikes for ten years now and I know how to cover the PWC's. Fit the handle bars first, the bow second and then the stern. There is no tilt wheel/handlebar on this bike. I even watched Overton's video on how to cover the bikes just in case I was missing something. I fully understood the open box policy and was willing to take the chance of it being dirty as the description stated. The description does not state it might not fit. I felt comfortable because I had purchased another cover a few weeks earlier for my other PWC. The cover was the same brand name and it too was an "open box item". It fit just fine.I called Overtons Customer Service on Monday, May 2, 2016 and spoke with a service rep. She was not able to help me to my satisfaction so I requested to speak with a supervisor. I was transferred to a gentleman named [redacted]. We discussed the situation in great detail but nothing was resolved. He informed me that the best he could do was offer me a 25% discount on a new cover. While I told him that doesn't make up for the $80 cost of the defective cover he was not willing to let me return the it for an exchange or an $80. refund, the price I paid. I asked whom I could talk to next (his boss) and he told me there was no one above him. He was it. He would not share any other names with me. During the discussion he also informed me that he knew that Overton's would not let me return or exchange the cover.On this same day I sent an email to Overton's using their "contact us" page explaining this situation in detail. As of today, May 10, 2016 I haven't heard from them either. I guess I am surprised that Overton's won't "make it right" with me. I know the chance I was taking about the cover being dirty as the stated but I had no idea that it wasn't going to fit. I'm totally guessing with this next comment but I suspect it was returned to them from the original purchaser because it didn't fit his/her bike either. Here is Overton's return policy for "open box items":RETURNS ON OPEN BOX ITEMSOverton's Open Box Outlet features products that have been opened and returned, display items, and merchandise that was simply used for photography. These items may have minor cosmetic imperfections that will not affect performance and in some cases are not noticeable. These products are non-returnable and non-refundable unless an error has been made on our part in describing the item.I feel my receiving an item that won't fit or a possibility of it not fitting was truly not describing it properly.Desired SettlementI am willing to except a replacement cover that fits my SeaDoo or a refund in full.Business Response I apologize that open box cover did not fit your PWC. Further, I am sorry that you were not allowed to return that cover when you called in about it. I agree that if the cover doesn't fit your PWC, then it must be described incorrectly or be incorrectly made. Please return that cover back to us for either a refund or an exchange to the following address: Overton'sAttention: Returns[redacted] King Jr HwyGreenville, NC XXXXXPlease include your name, order number, WXXXXXXX, as well as your preference (refund/exchange)for the return in the box with the item. Upon receipt we will process your return and promptly issue a refund to your original payment method or send your replacement item. If you choose to get a replacement cover, please provide the item number, color and any additional payment required if applicable. I am sorry again for the trouble this cover has caused for you. Please let me know if I can help with anything further. Thanks,[redacted]Consumer Response I received a response from Overton's on X-XX-XX stating that they would honor my request for a exchange or a refund in full. Thank you Overton's for making this right. Thank you Revdex.com for helping me resolve this.Final Consumer Response

I purchased [redacted] Tube 01/07/14 [redacted]Order Shipped $268.79 Tube is defectiveI purchased the [redacted] Tube 01/07/14 [redacted] Order Shipped $268.79 View 1 [redacted] Tube Wehave used it only a few times and yesterday I blew it up to pull the kids around and it was leaking air. When I got home I opened it up and noticed a hole. I put a patch on it so it can make the holiday weekend. I sent the vendor an e mail and have not been contacted. I would think they would send me an e mail telling me they got the Desired Settlementthey snet me an offer to replace it or refund the cost. I wanted it replaced. They then sent me an e mail telling e it is no longer in stock and they said to pick anouther. I told them to send me a list of replacement ones and have not been contacted. for all I care now I will not do any more buisness with them againBusiness Response I apologize that the tube you ordered has become defective. I see that we have tried to contact you numberous times regarding your options for the return of this item; we must not have correct contact information for you. We will be happy to send you a pre-paid [redacted] return label to send this item back to us for either a refund or an exchange of a same priced item. The original item is no longer available and has been canceled from our inventory, so if you would like an exchange I would suggest one of these similar items: [redacted], [redacted] or [redacted]. Please respond with how you would like to proceed or with updated contact information so I can contact you directly to resolve. Consumer Response I want the same one I purchased I will accept the [redacted] as a replacement and once I've have received it I will return the other one. I would like it to be known I requested everything to be done via e mail so I have records. No one called me to discuss this so stop saying you have contacted me. Final Business Response I have emailed this customer a pre-paid return label to send us back the defective item. This label should arrive in a few days as the label must be processed by [redacted]. Additionally I have placed a no charge replacement order for item [redacted] and waived the price difference between the items with the understanding that the customer returns the defective item within 20 days. The replacement item should arrive within 4-5 business days. I will email this information directly to the customer as well for his records.

I received the wrong size life jacket . I called customer service to see if I ordered wrong or was I sent the wrong item. [redacted] told me that they sent the wrong one and I would have the correct one in the next 3 days. Great customer service.

Placed order and received 2 leaking itemsPlaced initial order, 2 of the bottles were leaking, I contacted Overton's customer service and they sent out two replacements. One of the 2 bottles came leaking again. This is horrible. They need to make sure the bottle caps are on tight before shipping liquid. I have not heard back about the last bottle that was leaking. This stuff is NOT cheap.Desired SettlementReplace the bottle that was leaking. Check their bottles before shipping to make sure they caps are on tight.Business Response /[redacted]/I am sorry that you received several products that were leaking. I see that we have sent you 2 no charge replacement orders to make sure that you get 3 bottles of products. Further, I will follow-up with our distribution center manager to ensure our stock is checked and correctly packaged for shipment. We normally use a special tape around the lids of any liquids to help prevent leaks, but that must not have been done on your shipments. Thanks again for passing along this feedback.Consumer Response /[redacted]/Their customer service skills need to be checked. I respond back and several days later they claim to offer me a replacement. I confirm and then have to reconfirm that is what I would like. Their shipping folks need to make sure the lids are tight since they and sending them out. Final Consumer Response /[redacted]/

I had placed an order to be shipped 2nd day. The product was received 2 days late. I called to get a shipping label,& told I had to pay to return.I had placed an online order August 7, 2016 for Model #XXXXXX, SKU #XX-XXXX Sports Stuff Big Betty Towable Float. The cost was 296.00 paid via cc. 2nd Day shipping was selected. I had expected that the product would be received on Wednesday, August 10th, or at the latest, August 11th. When it did not arrive, I called customer service to find out when it would arrive. It was ordered 2nd day so that we could take along on our family vacation....leaving early morning, August 12. I had also ordered (2) life vests which were delivered on time. Today, Monday, August 15th, I called Overton's customer service to request a label to ship back at no cost. I do not believe I should have to pay to ship the product back because it did not arrive on time. I waited on hold for over 20 minutes. The first person I spoke with was very kind and helpful, but told me they could not send me a label free of charge. I explained that I was dissatisfied, and would like to speech with a supervisor. I was transferred to another person. When I explained what I was looking for, he told me to "Settle Down", and let him speak. I had him on speaker phone so my coworkers could hear what he was saying. I asked him to put me thru to his supervisor, and was told he was the only person. I explained that I was the president of my company, and hoped my employees would not treat my customers the way he was. He responded by telling me "good for you". He then told me he would give me a discounted label which would be emailed to me, which I have not received. I called back this afternoon to find out where my label was. I spoke with a very nice person who wanted to send me a postage paid label, but needed to have authorized by her supervisor. I waited on hold for a few minutes. When she came back, she told me that my request was denied. I asked her if it was by the same supervisor I spoke with earlier. She confirmed that it was. I have purchased (2) towable tubes, 5 life jackets, 1 stainless steel propeller in the past 4 weeks along with the sports stuff big betty. I would have certainly kept if it had arrived when expected. All I was looking for was a postage paid label to return.Desired SettlementI am looking for a postage paid label to return an item not shipped on time.Business Response It was nice speaking with you today. I cannot apologize enough for the service you received. I am emailing you a pre-paid FedEx return label to use to send that tube back to us for a refund. Please allow just a few days for FedEx to process and issue that label. We will notify you when that has been received so you can be on the lookout for your refund. I have also sent you a gift card as an apology for your experience. I hope that you shop with us again and see that the service you received is not typical. Please let me know if I can help any further. Thank you!

overton,s sent wrong item , they stated I could keep that item and they would send the right one. next day they changed their mind.I purchased a boat seat package on 8/15/2014 and when the packages were delivered it was discovered that they had sent 2 right hand lean back lounge chairs instead of what I ordered 1 right and 1 left lean back lounge chair. I called them the next day (thursday 8/21) to ask what to do. They stated that I could keep the extra right lounge chair because shipping was so expensive and that they would send the left free of charge. I was happy with their remedy and proceeded to install my free chair on my boat along with the other items I had recieved for my 1500 dollars.The next day I recieve a telephone call to return the chair in order to recieve a new one. They already gave me the chair and I have installed it with much effort on my part. The only way they will send me what I originally ordered now is to remove the seat and send it back or pay them for the new seat. This does not sit well with me.Desired Settlementi would like them to honor their word and give me what I ordered, as they said that they would.also they should not give me something and try and take it back the next day, how often do they do this? is this a scam to make more money?Business Response /[redacted]/I apologize for the differing information you were provided regarding our error with your order. I have reviewed the details of your account and I agree that it will be too costly to return the incorrect item. Please keep both the original incorrect item and the no charge replacement item that we have sent to you. Please note that in the future most incorrect or defective items must be returned to be eligible for a refund or replacement. Thank you.Consumer Response /[redacted]/thankyou for a prompt and generous response, much aloha to the Revdex.com AND OVERTON'SFinal Consumer Response /[redacted]/