1/5

posted Nov-10-2011

"Ordered two bras and a shirt, Realized they weren't going to fit. Used live chat to try and cancel, and it had already hit the warehouse (didn't ship until 2 business days later). Was told by the rep that a return would be approved when the package arrived. Package came today, Didn't open it and immediately used live chat again. Transcript is below:

Keith: Hi, my name is Keith. How may I help you?
Visitor: I'd like to return my order
Keith: I'm so glad to help you with return.
Keith: Could you please provide the order number?
Visitor: 106084097
Keith: For security purposes, could you please verify the full name and billing address, including the city, state and zip code?
Visitor: Zoey *personal stuff removed*
Keith: Thank you.
Keith: May I ask which product you want to return?
Visitor: both of them
Keith: May I ask why do you want to return this item?
Visitor: not going to fit
Keith: I will setup return for those item.
Keith: Could you please provide your e-mail address?
Visitor: *.*@gmail.com
Keith: Please stay online for a minute or two while I initiate the return for a refund and give you the return instructions through this chat.
Keith: Thank you for waiting.
Keith: I am so sorry for the miscommunication.
Keith: Those product are non returnable.
Visitor: the package isn't even open
Keith: I apologize for the inconvenience.
Keith: Even though I can view that it is a non-returnable.
Keith: Do you have any further questions for me?
Visitor: So the fact I never opened the package it came in I'm stuck with this?
Keith: I am so sorry to hear that.
Keith: I can't do return for this item.
Keith: Any further concern?

So sitting on $40 of stuff I can't wear nor exchange. I'm sure the cats will enjoy the shirt as a blanket for the cat bed. "

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1/5

posted Nov-07-2011

"I really should have come to this website before I placed an order with Overstock.com about a year ago. Anyway, lesson very much learned.

Long story short, I ordered about 4 dresses from Overstock.com. Tried them all on, 3 were too small. I kept one, decided to return the three others. All were returned in perfect condition, no STAINS, or HAIRS on them, or anything else Overstock.com likes to complain about.

When I got the credit back, I only got back half of one of the items. No problem, so I contacted customer service and asked them why this was. They agreed to give me a couple more dollars, but still withheld about $10 from me. Why? Because apparently, I didn't check every thread on the items, and gasp! There was a stain. From where? Who the hell even knows. Definitely not from me, that's for sure! I realized early on that this was just a poor excuse that they used to get a measly $10 out of me, because $10 is better than $0!!

I recently filed a complaint with BBB regarding this matter. A year late, but I decided to go after it after reading more Overstock.com reviews, fueling the anger I once had with them last year.

I explained to the BBB all the matters regarding the incident, and received my reply from Overstock.com today. Some dumb witted representative simply stated that they had already given me an "exception" in the amount of a refund that I was supposed to receive, considering there "were stains on the clothing". Same answer as last year. And, I'm sorry, you gave me an exception? Trying to sound like the Savior here, are ya, Overstock.com? Nothing more than a terrible attempt at wheeling out any penny you can get from every customer--so that's how you're gonna make your sales! Very well, then.
The representative considered "this case closed", but the battle isn't over yet. Not for me at least. I "appealed" the case again, let's see how this goes, folks. We should start a petition to close these scoundrels down once and for all."

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1/5

posted Oct-19-2011

"Customer services called me on Monday to let me know that my orders were cancelled due to price mistake errors. It's not a usual thing here since most price mistake deals get cancelled.

What gets me mad is that Overstock actually changed the temporary charge into permanent charge yesterday. Usually companies won't post that unless you have received the item (like Dell and BB mistake deals). My credit card called that a fraudulent charge since they shouldn't process the temporary charge and I will have to call Overstock to have them issue a refund now. So I called the overstock customer services and really let them have it.

Be careful when you order stuff from Overstock. Just read the reviews before you shop. There is a reason why Amazon is doing much better than Overstock.com. It's shame that Overstock does fraudulent activities such as this."

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1/5

posted Oct-17-2011

"I recently purchased an LG HD monitor from overstock.com. After about 1 month of use the display started to have faults. The customer service department couldn't get my records straight and they tried to stiff me on a return. After I proved to them that it was within the 90 day return, they reluctantly directed me to some subsidiary that handles their shipping (GCR Corporation)I contacted them and they sent me an RMA # and they wouldn't pay for the shipping to return the faulty item they sent me in the first place.

Here is the dialogue:

Dear Wes,



We are sorry to hear about the malfunction of your unit. Here is your RMA #. Please print out and tape to the box for our easy finding.

As soon as we receive your unit we will send a replacement.





Thanks.





Frank Pearson

Customer Service/RMA Dept.

GCR Corporation

955 Pratt Blvd

Elk Grove Village, IL 60007

E-mail: frank.pearson@gcrcorp.com

Direct: 847-462-6820

Toll-free: 877-246-3700

Fax: 847-437-6814

Dear Frank,

I find it somewhat unfair that I had to pay to ship this faulty item back to you. I would have been fine if it were a 10 or even 20 dollar shipping charge. However, it cost me close to 50 dollars to ship it back to you (standard fedex ground shipping). This issue is entirely ridiculous. When you replied you should have included a shipping label in the email to cover the shipping charges.

That's almost 1/5th of what I paid for the monitor itself. I find this entirely unreasonable and if this situation isn't rectified I will be not be doing business with you or your affiliates again and I will post this issue on your website review.

Sincerely,
******* *******

Dear Weston,





Per company policy I couldn’t send a shipping label since you are past the initial 15 day period. We apologize for your inconvenience.







Thanks."

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5/5

posted Oct-12-2011

"I've ordered an anniversary present; which was a watch, and an engagement ring from O.co, and received both on schedule, and was 100% satisfied. They both looked even better in person! I would definitely recommend this site to anyone and everyone! Very reasonable prices, and great products! Will definitely continue to use O.co in the future!"

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1/5

posted Oct-11-2011

"Do not buy from these crooks. I foolishly placed an order with these people. They sent me a completely different item from what I ordered. The item that they sent costs less than half of what I paid them for the correct item. I spoke to two very unhelpful people in their customer service department. They both refused to issue a return for the item. They are refusing to return my money too. Now I will have to fight them through my credit card company for their fraudulent business practices. Stay away from these crooks."

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1/5

posted Oct-10-2011

"Too long didn't read: Poor quality chair and poor customer service that was unwilling to accommodate and help a customer.

I ordered this sleek, modern chair on the weekend just over a week before writing this review. I had been looking for a nice, stylish chair at a reasonable price to go with my newly ordered desk (from Target). The chair shipped out fairly quick and arrived at my door step by mid-week. I could barely contain my excitement. It had been awhile since I had a decent computer chair which is a shame as I spend 8+ hours at the computer for work/school/entertainment.

As I assembled the chair it seemed fairly straight forward. The parts could have been labeled better and the instructions were minimal, but the lack of labels and instructions weren't the issue. As I attempted to attach the upper portion of the chair to the seat, I noticed that none of the holes were drilled properly. For most of the holes it just meant there was wood or fabric blocking the holes, but it was nothing I couldn't work with. However, the last hole I check wouldn't even take the screw it required. A screw that easily went into every other hole. After a few more attempts, I contacted overstock.com's customer service department.

I used the online chat option to talk to my customer service representative. My choices were to return, get a replacement chair or get a replacement seat with, hopefully, properly drilled holes. I chose the replacement seat. I was told the seat would take 1-2 days to process. I didn't like that. I asked if the shipping could be expedited to offset the processing time and the representative readily agreed. I felt relieved. For the next 3 days I received 4 e-mails that were obviously copy/pasted from their customer care clip board and did nothing but annoy me. I get it. You're still working on it. The "still" part is the issue.

I woke up today checking my e-mail, almost completely forgetting about my chair, to find an e-mail from overtock.com stating they could not find the replacement part and would be able to send a new chair in 5-10 business days. This was unacceptable. I immediately called the number provided in the e-mail and spoke to another customer service representative. After going through more or less the same spiel I had heard before. I asked for overnight shipping or at the very least 2-day shipping on my new chair. The representative said the quickest they could get it to me would be the 5-10 days. They then asked again if I'd like the replacement and I replied "Will I get it tomorrow?" They replied with the same 5-10 days and I simply asked for a return label so I could send it back.

It's ridiculous to run this large of a company with such poor customer care. As a retailer you're responsible for defects even if it's the vendor's fault. There's no reason a priority can't be put on a particular shipment to move it through the warehouse and onto a truck within a day. I've had larger companies do it with larger products and this is honestly my worst experience with a company in a very long time. I'll stick to Amazon. At least the customer service there is actually that -- service."

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1/5

posted Oct-06-2011

"I should have listened to other reviewers and their negative experiences. I ordered a couple rugs from Overstock. One was slated to ship sooner than the other. The day it was to arrive, however, a weird runner rug was there in its place when the rug I ordered was 5x8. This wasn't even the same pattern. When I chatted with customer service, I was pretty irritated that I had to ASK for UPS to come pick up the item instead of making me take it to a UPS location myself, and also that I had to ASK for them to expedite shipping on the correct rug! After all was said and done, I didn't receive the actual rug I ordered until six days after that whole mess. They never offered me a credit or partial refund or anything. When I wrote again to complain about the service I received, they told me they had already made many "exceptions" for me. It's an exception to have UPS pick up a rug mistakenly sent to me? It's an exception to ship UPS 3 day delivery? They eventually gave me a $10 credit on my NEXT purchase but I am not falling for that! (Amazon recently credited my card $5 just for inquiring on a status of an order!) But by offering a credit on my 'next order' they are trying to convince me to drop more money on them, which I refuse to do. Never have I dealt with such a disorganized, shoddily managed company, and I will never buy from them again, no matter how good the deal!"

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3/5

posted Sep-27-2011

"While somewhat disappointed with Overstock.com I may somewhat reluctantly order from them again.

A foam mattress I received from them is of significantly lower quality than the mattress I ordered. Because of the massive effort of returning it for exchange I decided to request a charge back to my credit card based on the difference in price between the mattress I received and the mattress I ordered.

After about a week of exchanging email and a couple of phone conversations, Overstock agreed to my request and I did indeed received my requested charge back to my credit card. Excellent customer service in my opinion.

On a very positive note: When I ordered my mattress from Overstock I directed that it be shipped to a different address from my billing address. They flagged that as "suspicious" and requested that I call them to confirm the order. My security is of major importance to me and I've very pleased that it seems to be for them as well. Well done Overstock!

I submitted a review of the product to Overstock.com and rated the product as a single star based on the risk of receiving the wrong product. My review was accepted by their site but has never been published in spite of other later reviews being posted. I've read in other reviews of Overstock that they filter negative reviews and, based on my experience, think that is true. I think the practice of filtering negative reviews is a very serious practice and causes me to lower my overall rating of them."

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1/5

posted Sep-19-2011

"This company is a JOKE. They held onto my money for an order I didn't even want! I cancelled an order the second (seriously) I placed it. Well, they still took the money out of my bank account and here it is 5 days later and still no refund. Every time I call I get the runaround. I will NEVER make another purchase through this site. I don't care how discounted their prices are!"

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1/5

posted Sep-12-2011

"September 13, 2011
Beware: Overstock.com has provided the WORST service. I placed an order for a small rug on August 27th. In the early morning hours of September 2nd, I received an email telling me the order had shipped. However, it didn't ship. UPS had record that a shipping label was created, but they did not receive a package. I sent email to Overstock.com, explaining the problem. I received a message telling me they'd respond in 2 days. I sent another note, insisting I needed to know what the status of my order was. Again, a note telling me I'd hear in 2 days.

Last Wednesday, September 7, when the rug still had not shipped, I sent a note asking them to cancel the order and refund my money. In addition, I called customer service and talked with Miranda H, who assured me a refund was being processed by Rachel C. However, she said Rachel C had to find the order first, and that would happen no later than last Friday, September 9. On the afternoon of September 9, Rachel C sent me another email telling me they still didn't know what happened and, for the fourth time, it would be two more days before she knew anything. She would get back to me on September 12. Please remember, my package was supposed to have already shipped on September 2nd! On Friday, it had been 13 days since my order was placed. I was disgusted. Overstock made their repeated errors MY problem rather than simply solving the problems they caused.

The night of September 9, I received a note -- NOT from Customer 'Care' -- telling me the rug was shipped that night. Not a cancelled order. Not a refund. Instead a rug I was assured would not ship, had shipped.

I found another rug last week. I don't need or want the Overstock.com rug that they 'lost' for 9 days and then shipped after I was told the order would be cancelled.

Immediately, I sent email to Rachel C, insisting that Overstock.com contact UPS and stop the shipment. UPS told me Overstock.com simply needed to contact them and let them know the package needs to be returned to sender and it would be taken care of. Instead of responding to my requests to solve this problem, Overstock.com has done nothing and will not respond to my email. And the rug is scheduled to be delivered today.

Obviously, this company is no longer living up to its former standards of excellent service. Since I'm unable to reach anyone at customer service, I don't know how to proceed. I don't want or need the rug, which should never have been shipped after I was told the order would be cancelled and I would receive a full credit. Overstock.com has screwed this up at every step. Perhaps they need to spend less money on TV ads and much more money on customer service!

There are many excellent discounted online stores now. You don't need to shop at Overstock.com.

Added on September 14:
Order that was supposed to be cancelled arrived yesterday afternoon. My original order was for a small 2'7" wide x 5' long rug. Overstock.com shipped me a 5'3" wide x 7'6" rug. One more mistake by Overstock.com! I sent an email to Customer (no)Care. And again, I received a response telling me they'll get back to me in 2 days! This company is a joke! Unfortunately, mistreated customers are the brunt of their joke performance! "

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1/5

posted Sep-12-2011

"Their return policy is bad. If you do find a lower price and you purchased from overstock just forget about it you're going to have to absorb the loss in return shipping anyway, and they didn't price match me."

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4/5

posted Sep-05-2011

"I've ordered a lot of merchandise from Overstock, but I have learned that when they advertise a sale or give you 10% off that they raise the prices. I always compare what I bought my items for previously (even last week) and they'll raise the price for the sales. So basically I don't get pulled in by the sales anymore, I only shop when I need to."

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5/5

posted Sep-01-2011

"Surprised by the bad rating on here. I've actually never had a problem with Overstock (and I've bought a lot of stuff - mostly furniture and clothing - off the site). I've never had to make a return though, so I can't comment on that aspect of them. I think it is important to pay careful attention to the item descriptions on the site - I see a lot of reviews on Overstock's site to the effect of "item was smaller than I expected" etc - in spite of the exact dimensions being included in the description. The reviews themselves though are generally very helpful, another plus for shopping there.
Another area I think they get unreasonable blame are the reviews "item arrived damaged" or "packaging was damaged". Surely that could be a problem with UPS/FedEX/etc, rather than Overstock? "

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5/5

posted Aug-23-2011

"I see a lot of terrible reviews for overstock. I'm almost unsure how everyone got treated so badly and got such terrible merchandise. Personally, I have now bought a kitchen table and chairs (Sorrento) and a whole bedroom set (waynesborough). The quality of the furniture has been outstanding. For the bedroom set, one part of the dresser came cracked. Pretty disappointed with that so i filled out a return/request form on saturday morning. They CALLED ME WITHIN THE HOUR. Completely unexpected. The new piece for the dresser has a delivery date for friday.

I'd be interested whether there are good and bad parts of the store. For me, furniture has been great. It also helps having over 100 reviews averaging over 4.5/5.

It's too bad that so many customers have had bad experiences. I know how that feels but haven't felt that way with Overstock.

Also, i know people are much more inclined to write the horror stories than the good ones. And the number of 'satisfied' customers probably won't show up here either."

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