Regarding purchase of: Ergo-Tech Monitor Stand 100-D28-B13. I'm not trying to be dramatic here when I say worst because it really was. They sent me the wrong models TWICE. Each time there were multiple stickers ON the box that clearly showed that it was model 100-D28-B22 NOT the 100-D28-B13 that I ordered, so immediately I knew it was wrong and sent them back.
The first time around I understood that it could be a mistake and gave them another chance. Then I got the EXACT same ones again. I called them immediately asking them to actually look at what boxes they were sending before they even ship anything out to me again. They told me they would talk to the warehouse the next business day and I got no response until 2 days later when I had to call them myself.
Then they asked me to send pictures because they wanted "proof" as if the warehouse people were blind and can't see the stickers on the boxes. Might as well have asked me to 3D print a Braille version of the picture. I'm only a 100 pounds and had to lift 64 pounds from the leasing office to my apartment door just so UPS could pick them up as soon as possible since they only come after the leasing office is closed.
I left early for work to wait for FedEx delivery because I didn't want to go through it again and it'd be easier to just refuse the package. I literally called every single day, sometimes 2 times a day and was VERY patient and courteous to the people I talked with, except maybe for one of the last few reps, where at that point I couldn't hold in my frustration and was on the verge of tears. I gave Overstock MULTIPLE chances to fix this and guess what they did in the end?
I waited patiently for over a week and they basically said oops the website was wrong and that they don't even carry the product. They just gave me a full refund and nothing in return, not even in-store credit for the extreme inconveniences I went through for a week.
The manager I called said the system wouldn't allow it because I was fully refunded and the case was closed and resolved. Resolved on whose behalf? I can't believe Overstock can be that selfish. Yes, it is resolved for them because I basically helped them find a huge flaw in their system, NOT for me because I literally suffered in sweat and tears and blood (from carrying the plastic rope thing the box was tied in) and still never got the product I ordered.
The best they could offer me was a useless 12% discount on my next purchase which I refused because they've now lost all of my trust and I'm never purchasing from them again. In all seriousness, I'd have a better chance at surviving a death match with Ronda Rousey than buying from them again.
They did initially agree to give me "inconvenience fees" but turns out they take it out of your purchase amount which may be understandable if I was the one who chose to return the product. But it was their huge mistake and they promised me a product which they couldn't deliver because it seems like they basically put up a fake page selling a product they don't even have. I'm surprised they still have this page up.
I have a hard time believing that it could be just a "mistake" when the picture, item description, model number, specs and everything matches on the website. Which makes me believe even more that they are doing this on purpose and sending out the wrong model (cheaper and a lot less popular/harder to sell). Makes me believe they are trying to run a scam and hoping that you will either accidentally open the box (meaning partial refund), just shut your mouth and stupidly believe that this is really the product you ordered just so they can get rid of a product that they can't sell.
I've honestly never had as bad of an experience from any other company. I'm not going to be a hypocrite here and throw around "mistakenly" wrong images of the company like Overstock does with their items, because I, for one, actually have morals and understand the effects of libel. But I will definitely be warning everyone I can what happened to me because I would not even wish this on my enemies.
I ordered a treadmill from Overstock.com. BEFORE I ordered it, I chatted with a representative to verify delivery information. I wanted to make sure that it will be brought to my door being that I would not be able to lift a 300 pound box up a flight of stairs by myself. The representative told me not once but twice that it would be brought to my door. ONLY AFTER she verified TWICE, did I ordered the treadmill. Later I got an email saying that it shipped but I noticed that the email said it would be brought to the ground level. I called Overstock immediately and this ended up in several back and forth phone calls.
Finally after I sent in a snapshot of the conversation between myself and the representative (they initially told me they couldn't do anything about it) and after I started requesting a full refund, they told me that they would upgrade me to white glove at their cost. I said ok I still wanted the item in that case. I was already annoyed with the back and forth and the misinformation at that point but was both excited and desperate to start working on getting my baby weight off. That's the only reason I still agreed to take the item. The delivery company called the day before and we set up delivery.
The day of, the driver called about 30-40 minutes prior to coming out and asked if I had someone to meet them to get it because it was curbside delivery. I said "Noooo, it was supposed to be upgraded to white glove". The driver stated that she did not have that paperwork. She also called her office and they did not have any paperwork saying that they ever spoke to Overstock. Overstock apparently thought that once it got to my place that I would accept it anyway.
I called them and stated my issue and that I was going to refuse the product, now they're running around trying to find someone in the oversized department (I believe they're closed on weekends) to help me and to contact the delivery person before they arrived. So why wasn't it done prior to the delivery? In my opinion they are liars and can not be trusted.
Their main problem is that their regular department and their oversized department are not even on the same page. I don't even think within the departments they are either. Everyone gives you different information. Even when I was speaking to a representative, telling her that the delivery company just came to my door saying they needed paperwork to upgrade for white glove, she was still telling me that it was UPS that was delivering and that there's no such thing as white glove with UPS. I told her "ma'am, I just stood here speaking with the company. It was not UPS and they definitely have white glove service."
It annoyed me that she kept asking what was wrong with the item. If she would have taken a second to review all the notes that are there then she would have known what had been going on. And she wouldn't have continued giving me nonsense information. At this point, I will pay whatever extra it might cost to order from someone else. Overstock will not get my money. That's $600 that I can give to a company who has some type of consumer integrity. I would HIGHLY recommend others doing the same.
SALT LACE CITY, UTAH -- I ordered one item, a book about a fiber craft. After waiting several days, I received an email telling me that my order had been cancelled due to "an inventory error." The person I dealt with was sorry for the inconvenience and told me to just order it again, as it was available. I ordered and after several days the same thing happened. I contacted live chat on the site this time and this person was sorry too, but he said I could order it again. "So it's available then?" I asked. He assured me it was. This evening I received the third cancellation email. They were nice enough to offer me a $5 discount for my trouble, but I think not. I am through with Overstock.
NEW YORK, NEW YORK -- We ordered a $1400.00+ dining room set on 11/15. Read that oversized Items will take 2 to 4 weeks, but shipping info would be available in 3 days. Contacted Overstock on 11/23 as no shipping info avail - they would check and get back to me in 24 hours... nothing. Contacted Overstock on 11/28 - they would check and get back to me in 24 hours... nothing. Contacted Overstock on 11/30 and told them to cancel the order. SUDDENLY they became helpful.
Finally got a shipping delivery date of 12/17 (with a 5 hour window!) Took the day off to be there to receive. Delivery guys came, dumped the large box containing the table upside down (label side down) and left in a hurry - assembly was required, so I waited until my partner came home to help unpack the heavy thing and start to assemble. As we opened the upside down table box, we realized it was not a table at all... it was a headboard for a bed. Looked at the label on the box and it was a completely different name in NJ (we live in NYC). Called the delivery company to tell them they made a mistake...and they said we'd have to call Overstock.
THEY delivered the thing (taking up 1/2 my living room space) but would not come back to get the headboard to deliver to the correct person (CEVA is the delivery company - avoid them AT ALL COSTS). WE have to contact Overstock. We called Overstock this morning and they say we need to contact the delivery company... I convinced them that THEY need to work with the delivery company and get my table to me by 12/21 or cancel the order and give me a credit for the cost. Do not buy large items from Overstock!
SALT LAKE CITY, UTAH -- Before even searching on their site for a generator, I had sent a letter to the company stating that they always claim to have the lowest prices on an item and gave you at least a dozen individual cases where that was not the truth. The woman that replied to me stated that your "Best Price Guarantee" fixes that. As long as its the exact item, height, weight, not on promotion or sale... etc).
Now, a few months later, I have indeed found a generator on their site that works for us. I found it cheaper at Newegg.com and asked the person in customer service (chat) about it. He told me it didn't qualify as it was on sale. It wasn't on sale at all... Newegg states "a savings of: x-dollars" on their items but I said "fine", that I would keep looking.
I found another one on HomeDepot.com and initiated chat again with customer service. CHAT REFERENCE #**, with Ian. He immediately went to the rules on what was not covered, it had to be an exact item, not on sale, etc. I said that I already knew this from a prior chat and gave him the item number as well as the competitor's page. After a "hold" lasting quite sometime... Ian told me that even though it qualified, they could ONLY take off up to $100.00 of the NON COUPON (12% off this weekend) price AND that the $100 had to be issued in store credit!!!
This is not price matching, this is not "Best Price Guarantee." This is get MORE money out of the consumer by making her/him spend the money they saved... AT OVERSTOCK.COM!!!! This is wrong on SO many levels. It is underhanded and sneaky. I asked in advance three times, the rules... NO ONE ever mentioned this great little loophole they keep handy. Extremely disappointed. Honor the Price Match... period.
TEXAS -- I ordered a small item from Overstock.com, though not inexpensive. They sent it via UPS (which is another horrible story in itself). When I reported it late and, according to the UPS site unaccounted for over four days, Overstock customer service via email told me that after four days they would do something about it. I took on UPS (maybe my complaint should also be about them!) which was a terrible experience. They blamed Overstock.com for not downloading a shipping manifest. True or not, I received my package by own effort.
I communicated to Overstock customer service in an email that I was a first-time customer and would not be returning and inquired about the missing shipping manifest. They sent me this self-congratulatory email response that they had taken care of the problem by looking up the shipping information.They did not respond to my complaint or question, but patted themselves on the back for no effort whatsoever on their part and then told me I could contact them in 7 days if I had not been satisfied. I see other complaints on this site are very similar to my own. Buyer beware!
SALT LAKE CITY, UTAH -- I ordered a Serta adjustable bed on 12/08/2015. This order included 2 pcs. adjustable base and mattress. The delivery company delivered items 12/23/15. Upon opening the adjustable base it was boxed and had plastic covering, the plastic cover was not torn but we could see the tear across the top of adjustable base, it was clearly damaged. The delivery guy said I could refuse the one piece and just keep the mattress so I did that. I then called Overstock.com, talked to customer service rep. She apologized and she said she would forward the information to the warehouse dept. and they would call me on 12/24/15 if not maybe not until the following Monday 12/28/15.
I never received a call from anyone so called on 12/29/15 again. They told me that someone was working on this and I would be contacted as soon as this was resolved. I had ordered this adjustable base bed because I had recently had open heart surgery and it was difficult for me to get out of bed. I had purchased this item with Comenity Bank which is the bank Overstock uses to finance items to their customers.
I am calling every other day since 12/28/15 with no resolution. The last time I called they told me they were having problems with Serta sending me another adjustable base, at this point I have even made my first payment to Comenity Bank 1/4/2015 and I still don't have my bed. What can I do? I'm just not getting anything resolved.
NEW JERSEY -- Order date: September 6th, 2015. Order Number: **. I ordered a coffee table (Anjin Enzo Contemporary 2-tone multi-storage coffee table) with Brand of "Furniture of America" from Overstock.com. I received the parts a week after placing the order, just to realize that there were missing parts, without which I could not even start the process of building the table. When I registered a complaint with customer care of Overstock.com, the gentleman named Kade promised that I would receive USD 50.00 as compensation and that the parts would be replaced at the earliest.
What happened next... guess what!!! I get an email mentioning that the order for missing parts for "Altra Carson End Table" has been placed and I shall hear from their customer care in 2 business days!!! So wrong parts ordered for wrong product and not a mention of the refund!!! When I called customer care again to confirm what's going on, I hear that there was no refund promised or registered in system. Also, the parts were wrongly ordered as I had guessed. They corrected it in their system (apparently.... let's see what email I receive next from Jessica) and there was NO promise for any compensation....
This is not the first time Overstock.com has messed with the delivery of parts for "Furniture of America". Just a few days earlier, my headboard that ordered from Overstock.com had parts with holes drilled in wrong places. They finally had to send replacement parts which arrived after 8 days of complaining. NEVER AGAIN any order from OVERSTOCK.COM.
CALIFORNIA -- I looked at a slim, sliding piece of storage furniture on EBay's site; I could not find any reviews so I ordered it. THEN I found the reviews, which were of great concern to me. Within an hour after I ordered the furniture I notified them to cancel it. They proceeded to ship it and then wanted me to pay shipping charges back because I had "buyer's remorse" - despite my real reason for canceling it. It's particle board so it will cost a fortune to send back or I'm out $129.00+. I will not buy from Overstock.com anymore and you shouldn't, either.
CALIFORNIA -- I ordered a couch and the quality was horrible. It looked like craft store felt stretched over cheap pieces of pressboard. Within 2 days of receiving the couch, I requested a return. That was on August 12, 2015. For the last 3 weeks, the Overstock Customer Service has been giving me the run-around via email. I've called, I've emailed, been nice, been coaxing, been irritated, now I'm downright MAD.
This couch is sitting here taking up space. I purchased a new couch and I don't have room for it. If, by Friday, the couch is NOT picked up, it will sit in my driveway until the truck decides to show up. I will not be responsible for damages or theft nor will I be paying for the couch. I DEMAND A CREDIT! I suggest a supervisor or someone who can make decisions, contact the freight company and contact me ASAP. This is the worst customer service I've received in a long time. Shame on you Overstock!