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Received a Totally Damaged Patio Umbrella
Posted by on
Rating: 1/51
Overstock.com sent me a completely damaged patio umbrella that I paid $258 for. The metal was actually ripped apart on the pole. It was severed in several places so it was knowingly sent damaged by the company. This is the first and last time will do business with this company.

They did reimburse me for the product, however, I had to hold it on my porch for 10 days for a pickup which never came then had to dispose of it myself.
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Let the Buyer Beware!
Posted by on
ANYWHERE, MISSOURI -- Let the Buyer Beware! (Austin Reed suit)

Overstock.com represents this product with a picture of an American made Austin Reed suit that retails for around $600 (I recognize the suit pictured, as I own one in another color). The suit they send is a Chinese made version that sells elsewhere for around $300, with different lining and different label. (Check the inner pocket and lining as shown in the pictures. The suit they sent to me had a silver-grey lining and a different label.). My attorney called this false advertising and fraud, since it shipped across state lines.

The Suit Itself (not the lawsuit)

The suit was poorly constructed and of thin material. It weighed around half the weight of my other Austin Reed suit (the American made version, bought locally). It did not arrive in its original packaging, and was in fact balled up in the box, and hung on a hanger which advertised a competing brand.

I hope potential shoppers read this and understand not only that the suit they will receive is substandard and made in China, but if they still decide to purchase this suit, that they also understand that after adding $60- $100 for tailoring, this is no bargain in any sense of the word at the Overstock price.

Customer Service

After many emails back and forth with Overstock’s representatives, who first tried to send me another Chinese suit, then another pair of pants (because they couldn’t comprehend the written word, I can only assume), their only solution offered was to return the suit. I did so after taking pictures, as my attorney recommended. (There will be no further discussion of this, as the issue is not yet resolved)

After the suit was returned at their request, Overstock offered to refund the purchase amount, but not the shipping cost, and had the gall to add a charge for return shipping in an amount almost three times the original shipping cost. Needless to say, “that ain’t going to fly”.


I have dealt with many online vendors from Amazon to Zappos, but never had such a poor customer service experience, nor felt cheated by the seller. I will continue to shop from A to Z, but will skip over the “O“ from now on. I will not be shopping Overstock.com ever again, and will not recommend them to my friends, or to anyone reading this review.

P.S. I should have checked their stock performance first (OSTK), as it seems it has been falling rapidly (60 %!) this past year. I do not wonder why.

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Cwazychicken on 01/30/2012:
I have had a similar thing happen. I thought I was getting a nice jump suit and it was cheaply made. I never order from overstock.com any more. Ordered a nice bed spread supposedly, it came with feathers poking out and cheaply made, was not warm at all.
PepperElf on 01/30/2012:
You may want to consider contacting the FTC.

I mean sure, having a lawyer say "it's illegal" is nice but it's not the same as having a court decision filed against someone.

I've only used them once personally - got a laptop with no operating system, but I knew it had no OS when I bought it so.. *shrug*
O.co on 01/31/2012:
Hello bobupandkissmy, We apologize for any inconvenience caused and would like to get a better understanding of the situation. Would you please email your order information to social@overstock.com? We'll have a member of our team look into this right away.
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Just say no to the big O
Posted by on
Rating: 1/51
UTAH -- My wife ordered a couch on Oct 12th from Overstock.com after they screwed up our order on the 6th and we had to reorder the couch again. The woman at overstock who took the order told my wife, do not take delivery until the couch is brought into our home, set up and to inspect the couch to make sure it is not damaged. I have been waiting for almost a month to get my couch and it arrives tonight on the delivery truck with instructions to only drop it at the doorstep, no set up, no inspection just dumped at the front door. We tried to contact someone at Overstock and had to wait for at least 30 minutes to speak to someone from management, he was useless and unable to help us, by this time the delivery truck had left and we still had no couch and no refund from overstock in sight, so I don't know what to do. I know BBB is basically useless but I will copy and paste my experience with overstock to many websites including the Attorney General in Texas and Utah, I just wanted my couch delivered and set up like they promised and now I have no couch and those liars (Overstock) still have my money and Overstock has done nothing but increase my stress level and still no couch. Overstock is incompetent and un-ethical.
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trmn8r on 11/01/2012:
This just happened. It takes a few days at least to process a refund. I would tell Overstock to cancel the order and demand a refund. Wait a week and if no refund shows up, file a dispute with your CC company.

I would only go the BBB route on this after allowing the Big O a reasonable time to do the refund (2 weeks max), and if you did NOT use a CC. The BBB has gotten refunds for me on two occasions, so they are not necessarily worthless.
O.co on 11/02/2012:
Hey itex25,

I'm so sorry to hear about your experience. This is being looked into and you will be contacted back as soon as possible with what can be done.
simplyjeff on 12/08/2012:
As the owner of a furniture company I have always been fascinated by consumer Acceptance of "a reasonable time" for refunds to be up to "a couple of weeks." Once the refund has been agreed to, there is absolutely no reason why it can't be processed within 24 hours

I once asked my bank why it took three days for deposits to be credited to my account. Now it gets done in one day.

JETBEAR on 12/08/2012:
A co-worker also has shared similar tales of Overstock.com... She too did not receive satisfaction with her furniture purchase. I think it's safe to say thanks to your post, and her bending my ear I will avoid them at all costs. Sorry this happened to you. I do thank you for sharing this so others too know to steer clear of the BIG O! Jeff Orlando, FL
Mark on 12/08/2012:
Alternately, I recently had a terrific experience with this company in changing out a piece of clothing to a size that fit. I had never used this company before and was impressed by their willingness to fix the problem quickly - they even sent out the 'new' item on my word and, obviously, before the old was returned. The individual I dealt with on the phone, a self describe supervisor, went out of his way. I generally don't shop online - on account of these types of problems - but would do so again here (albeit not to often).
Gary on 12/09/2012:
if you paid by credit card contact your credit card company tell them you want to do a chargeback they will remove the money from the one who sold the couch,had to do this before and it does work
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King size bed missing part of the bed
Posted by on
Rating: 1/51
I ordered king size bed from overstock.com and waited more thank four weeks to receive my shipment. At the delivery day the time of delivery supposed to be between 11am to 3pm, and I was told I will get a call 30 minutes before arrival time...no that never happened! I took time of from work 4pm. still no call or no delivery. I called the delivery company after half hour later I was told they are running late they will be there soon. Now 5:30 the delivery man shows up, we ask them to open the box for verification before they leave because that's what overstock told us to do, no! They say no they don't do that, they are just here to drop off the boxes. We signed their delivery form without knowing what's in the box...we start opening the boxes now we are missing all the screws and pins to put the bed together the manual/instructions, and the head board of the bed....we aren't sure if we have all the pieces because we don't have a manual telling us what should be in the boxes. When I called o.com they told me they will get back to me in two business days. When I asked to talk to a manager I wasn't able to and when I asked to talk to the corporate I was told they don't have a phone # they only have email...45 minutes later still no one to answer my question why I was missing part of the bed.. I went online and searched for corporate# and called the # finally someone sounded like they will help me...boy!! I was wrong! The next day the gal called me back to tell me I should have everything and that to check all the pieces....the delivery company don't have it. Then she tells me they don't have the items I'm missing in stock any more....she said they can return everything and will give a refund! At this point I am very frustrated and upset....I have removed my old furniture's and empty my room and purchased new staff that matches this bed and she is telling they don't have the item any more....there is nothing they can do....at this point I don't trust anything they say I'm actually worries if they are going to pick up the staff and give me a refund....the gal told me she will call me back sometimes today to let me know when they will pick the staff and give a refund. I went to their website and the bed is available it is not out of stock! I'm. So disappointed! Such a horrible customer service!! O.com doesn't care about customer satisfaction they just want get you off the phone and out of the way! They don't care about losing customers....I advise anyone not to make a mistake purchasing anything from them.....this is the first time in my life I am posting compliant online....I am very disgusted about the treatment I received by o.com!
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O.co on 12/17/2012:
Hello tdejen,
I'm very sorry to hear about all the issues that you had with the delivery of your bed. If you send your order information to social@overstock.com we would be happy to see what we can due to make this right for you.
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Amusing explanation of Overstock.com "lowest price" guarantee
Posted by on
BALTIMORE, MARYLAND -- This is the online "help" chat I just experienced:

Welcome to Overstock.com's Customer Service Live Chat! You will be joined with a chat representative as quickly as possible. (Less than 2 minutes)
Welcome to Overstock.com Customer Service, you are now chatting with Anderson.
Anderson: Thanks for visiting Overstock.com. This is Anderson, how can I help you?
you: I was just going to order a Garmin 550 gps and I happened to froogle it and found it for $100 less on the compuplus.com website.
you: then I read your low price "guarantee"
Anderson: I'll be glad to help you with your concern.
Anderson: To help you better, can I have your order number or email address please?
you: that if I CHOOSE to purchase it from you
you: for $100 more
you: I MAY BE ELIGIBLE to receive the diffwerence as a store credit?
you: LOL
you: are you there
Anderson: Just to reconfirm, have you submitted your order?
you: no, luckily I did not...or I would be furious.
you: but I was ASTOUNDED to realize your low price guarantee is meaningless
you: I always believed you had the lowest price
Anderson: Let me help you that.
you: a few dollars off I could understand..but $100???
Anderson: Can I have the catalog number of the item you are referring to?
you: Catalog #: $799.99 $239.99 $560.00 (70%) 10480943
Anderson: Are you referring to the 'Garmin StreetPilot c550 Automotive GPS System' for $239.99?
you: compuplus has it for 159.99
you: yes
you: and $25 off for using online banking.
you: their shipping is 14.95 yours is 2.95
you: they do not chg sales tax to MD either
you: you do.
Anderson: We do have a Best Price Guarantee policy.
Anderson: I'll provide the steps to claim for the Best Price Guarantee.
you: its identical mdse brand new in stock
you: what?
you: I should pay you $100 more
Anderson: Please click at the Best Price Guarantee logo at the product page.
Anderson: Just below the 'Best Price Guarantee' logo, you can find the link that states as "Found it cheaper?Let us know."
you: for a $100 gift certificaTE?
Anderson: Please click at that link that says "Found it cheaper?Let us know."
you: I did
you: and its CRAZY makes no sense
Anderson: As you've not yet placed the order, please select the option as "NO".
Anderson: A 'Best Price Guarantee' form will pop up.
you: pay $100 more
Anderson: : Just fill that form and submit it.
you: and MAY BE ELIGIBLE for difff in store credit
you: I did already
you: no one responded to me
Anderson: Our Specialized Representatives will check it and update the correct prize in our system.
you: when?
Anderson: *price
you: I wanted to do biz w you.
Anderson: Could you let me know the model number of the GPS in compuplus.com website?
you: yes hold on..
Anderson: I'll standby.
you: Garmin StreetPilot C550 GPS Navigation System - 010-00522-00 Model # 0100052200 Receiver: New high-sensitivity WAAS-capable GPS receiver by SiRF Display: Automotive-grade, sunlight-readable, anti-glare TFT LCD display, 2.8”W x 2.1”H (7.2 x 5.4 cm); 320 x 240 pixels, with touch screen
you: Garmin StreetPilot C550 GPS Navigation System - 010-00522-00 Model # 0100052200 Receiver: New high-sensitivity WAAS-capable GPS receiver by SiRF Display: Automotive-grade, sunlight-readable, anti-glare TFT LCD display, 2.8”W x 2.1”H (7.2 x 5.4 cm); 320 x 240 pixels, with touch screen Click for Price Average Customer Rating: 4.58 out of 5 Item is brand new and in stock
you: Comp-U-Plus low price: $159.99 We occasionally sell our products at prices lower than the Manufacturer's Suggested Retail Price (MSRP). When we do, we can only display our sale price here. You can expect tremendous savings when the product you're viewing does not display the advertised price. Comp-U-Plus low price: $159.99 We occasionally sell our products at prices lower than the Manufacturer's Suggested Retail Price (MSRP). When we do, we can only display our sale price here. You can expect tremendous savings when the product you're viewing does not display the advertised price. We occasionally sell our products at prices lower than the Manufacturer's Suggested Retail Price (MSRP). When we do, we can only display our sale price here. You can expect tremendous savings when the product you're viewing does not display the advertised price.
Anderson: The Model number of the item in our site is Street Pilot C550.
Anderson: To satisfy the Best Price Guarantee credit:
Anderson: The product must be purchased from Overstock.com.
Anderson: The product must be the exact same make, model, and color purchased at Overstock.com.
you: GARMIN STREETPILOT C550 GARMIN STREETPILOT C550 GPS NAVIGATION SYSTEM - 010-00522-00 See Full Description Item is brand new and in stock Usually ships in 1-2 Business Days 2 million satisfied customers since 1993 15 years of internet sales 100% customer satisfaction guarantee All items factory fresh with a full USA warranty 30 day money back guarantee Click For Lowest Price Tell a friend GARMIN STREETPILOT C550
Anderson: The merchant offering the lower price must have the product currently in stock.
you: they do
Anderson: The online merchant must be an established site, as determined by Overstock.com.
you: they are established
you: they have a 5 star rating
you: with over 10,000 customer reviews
you: Item is brand new and in stock
you: this is all cut and pasted from their site
you: identical model in stock brand new
you: that I was ready to order from you NOW
you: but id be a fool to order it right now..when your total comes to $100 more
Anderson: I do understand that.
you: I feel foolish even notifying you..but id hope you'd assure me of a match..because I will tell others of this incident..
you: or even cut and past this chat in someones blog regarding overstock..
you: I'm not threatening..
you: but this is not like a $5 deiff in price
Anderson: I'm sorry you feel this way. We do have 'Best Price Guarantee' for the items listed on our website, however, you can fill up the form for it only after you have purchased the item from us.
Anderson: If you would like to purchase this item now, I can help you with $25 discount on it.
you: 25 off what your price?? or 159.99??
Anderson: Yes, I'm offering $25 off our price.
you: they offer $25 off their price for purchasing w an on line check.
you: so I think I will copy and paste this chat around the web..and let other potential buyers see your policy.
you: and this is nothing against you personally...
you: its OVERSTOCK>
you: boy I was fooled, all these years
Anderson: I'm sorry for any inconvenience this has caused to you. If you would like to purchase this item now, I can help you with $30 discount. If you think this item can qualify for our Best Price Guarantee credit, you may apply for it (after purchasing the item).
Anderson: You'll still be charged $239.99 for it (on our website).
you: I am going to post this chat around the web..and I will wait to hear from your so called "pricing representative" I'm xxxx xxxxxxx my email is jxxxxxxxxxn@xxx.com
you: I'm for real....and not a random idiot.
Anderson: I'm sorry, if you feel in that way.
you: when I order shoes from zappos
you: and find lower..
you: they immediately credit the difference to my credit card
Anderson: Please click to view more information on our Best price Guarantee policy.
you: PLUS 10%
you: that's a guarantee..
Anderson: Overstock.com guarantees that our prices are the lowest you'll find anywhere online. You'll know you're receiving the best deals available on thousands of quality products.
you: yours is just jibberish and doubletalk
Anderson: And if you happen to find a better online price out there, and meet the qualifications listed below, we'll give you the difference.
you: I have found it
you: and cut and pasted every detail
Anderson: You can fill up the form and submit it.
you: and you can see it for yourself
you: but unlike zappos
you: you do nothing
you: but suggest that I pay your price..then submit
you: and be at your mercy.
you: that is not good business
you: it borders on unethical
Anderson: Once you place the order, you can claim the 'Best Price Guarantee' .
Anderson: Our Specialized Representatives in the 'Best Price Guarantee' team will review your request and contact you with a response in 4 business days.
you: lol I can order now from compuplus and the unit will SHIP in 1-2 business days!
you: this is going to be very comicaL READING..WHEN POSTED...
Anderson: If you would like to purchase this item now, I can help you with $30 discount.
Anderson: If you think this item can qualify for our Best Price Guarantee credit, you may apply for it (after purchasing the item).
you: I appreciate your offer..and you have been very polite w me and thorough in defining your companies policies...
Anderson: Shall I help you in placing the order with $30 discount now?
you: I will decline that generous offer, under the present circumstances as per the difference in pricing...
Anderson: Please let me know if you've any additional concerns.
you: it still amounts to about $65 more.. no that will be it...and again I thank you for your time.
you: I will cose this window after having cut and pasted to notepad.
Anderson: Thanks so much for shopping with Overstock.com. Have a great evening.
Chat session has been terminated by the Overstock Service representative.
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User Replies:
lilydarling on 08/12/2008:
The overstock.com website SPECIFICALLY says you have to BUY the item FIRST, before you can get the price adjusted.

Plus, if the other website has it for so much cheaper, why not just buy it from there in the first place???
heaven17 on 08/12/2008:
No matter how I try to read this, you still sound incredibly obnoxious. Just buy the dang thing from compuplus.com and get on with your life, for god's sake.
cherpep on 08/12/2008:
I did not find this very amusing, like the title suggests. I'm with heaven, a better title would be obnoxious. I think Anderson handled himself very well.
sarahnkrystal on 08/12/2008:
Basically you wasted a whole bunch of your time arguing with this Anderson, when you just should have bought the product from compuplus.com to begin with.
Hugh_Jorgen on 08/12/2008:
I thing Anderson handled himself well and did a good job of representing Overstock.com in the face of a difficult customer.
chris513 on 08/12/2008:
LOL!....I wanted to do biz with you.....too funny!
Slimjim on 08/12/2008:
I had to stop reading as all I saw was "you" rambling on and giving poor Anderson the "biz". There are procedures in sales that have to be followed. He can't just discount the thing for you, no matter how much you kick. Price guarantees usually are designed for consumer protection after the sale anyway. Like heaven said, just buy it from cumpuplus instead of going through a song and dance for no good reason. They were the ones who had the great deal to start with. In my opinion, they are the ones who should be rewarded with the sale anyway.
jenjenn on 08/12/2008:
Great comments...loves it! LOL.
Anonymous on 08/12/2008:
TODAY is the last day of OVERSTOCK's free shipping promotion, FYI.
DigitalCommando on 08/12/2008:
You never gave overstock.com the chance to prove their offer. You just assumed they would not come through. Your attempt at giving overstock.com a black eye has failed, now move along little doggy. PS kudos to anderson for not telling you where you can put "your better deal".
Anonymous on 08/12/2008:
Heaven17, best answer. Compuplus.com has probably banned this person for life, kind of an Eileen thing going on here.
Anonymous on 08/12/2008:
I don't know about anyone else, but it looks here like most of the conversation lines were truncated. It doesn't make a lot lot of sense in any case.
seriously? on 08/12/2008:
Why did you do this? You just wanted to fight with someone, then show it off to the world? This just makes you look like a total jerk.
Anonymous on 08/12/2008:
Kudos to Anderson, he deserves a raise after dealing with you.
Anonymous on 08/12/2008:
Oy, vey! It's a miracle I'm still alive after reading this factious complaint. Like others have said, buy the thing at the better website and get on with your life. Oh, and thanks for the headache. Anyone got a giant Aspirin?
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Overstock rips consumers off
Posted by on
SALT LAKE CITY, UTAH -- I used to be one of overstock.com customer service reps. and have been reading the complaints on this site concerning overstock service. Here's the scoop. Overstock CSR's are trained to lie point blank. While I was employed with them I receive numerous complaints from angry customers that received damaged goods, wrong orders or just never got their order period and it had already been paid for. Overstock Customer Service reps work from a totally different state than the warehouse okay. At the time I was employed through them our customer centers were in Wyoming and New Mexico the warehouse however is in Utah. So any complaints we received had to be resolved by filing a grievance form on the computer. Not only that the orders are paid for we then place the order to the warehouse and a lot of the times that order never gets shipped out but hey Overstock has that little problem covered. When the customer calls in to complain they will tell you that yes it has been shipped and that it was UPS's fault or USP's fault when the whole time it was never shipped.

Now a grievance is filed through Overstock and that takes at least if your lucky 72 business hours and you'll be lucky if you see your order at all. As for the orders being shipped to the wrong address well the people at the warehouse itself most of them can't understand or read English are you following me. A lot of times you'll get something damaged or missing a part yeah good luck getting that resolved. Long story short if you don't want to get ripped off stay away from Overstock they lie to get your business, once they've conned you into ordering they couldn't care less about whether you get your merchandise or not and as for their refund policies I had customers that would call me and complain that they had been waiting 6 months for a refund or exchange and had never got it. You're better off staying away from this company. I know people who quit cause of the dishonesty of this company's business practices including myself. Let me make myself clear I am not a disgruntled ex employee by no means I just believe that if you are going to spend your money on something you should get exactly what you ordered as seen on the site not some cheap or damaged version of it. Nor should you be penalized IE restock fees for asking for a refund cause it didn't fit or cause you received damage goods from the warehouse. And in no way should you be lied to when you call into a call center to request as to where your order is or for a refund or anything else.

You are the consumer it's your money an you have a right, to be treated honestly and fairly. That is why I quit this company. Cause in my opinion if Overstock actually cared what people thought or the fact that they lose good customers everyday because of the crap the dish out, they would listen to their customers and do what they had to to make it right . However this not the case with Overstock. They need to change how they operate.
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Alain on 08/30/2010:
Thanks, I'll avoid them.
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Posted by on
I ordered a product from Overstock.com at a very low price. Considering their website advertises 80% off, I never once believed the offer could have been “too good to be true.” After ordering the product I called my friend and informed her of the awesome deal I had just gotten. She goes on the website to order this as well and see’s they are out of stock. With hearing that it was such a good deal she decided to locate them on Facebook. Once there, she noticed someone put up a post asking if prices were correct. The moderator for that site informed them that there was a pricing error and everyone should hear something very soon on their orders. 12 hours later I receive an email that states my order was canceled due to either ME canceling or them lacking enough information to process my order. Well, I didn’t cancel and they had enough information to already take the money out of my bank account and send me an email. Their excuse was a pathetic lie. Well, shortly after I get another email with the subject line of “Opps”. That email did explain the error but never mentioned when my money would be returned and no offer to rectify the situation. A third email then comes stating I can check my account for further details and all money will be returned. Well… still didn’t tell me when MY money would get back to me. I fully believe prices should have been honored. My local grocery store honors their prices. And really, Publix will give it to you for free if it rings up incorrectly.

Before the emails started I also “liked” their Facebook page to stay updated on what was going on. Someone posted a link to BBB on there and I made a comment under it. The post was deleted. I asked why this was deleted and the moderator explained they didn’t know what I was talking about and never seen a link and they welcome any and all feedback posted to their page. The person re-posted the link to BBB at that time. Well, now all of the posts have been deleted. So there’s lie number 3.

Lie 1 = They told us a certain price and then went back on that price.
Lie 2 = Blaming me for their error!
Lie 3 = Deleting posts on FB.

Please do your research into this company before buying anything from them. They will not honor their name. Google had an issue with them spamming to make their posts show up at the beginning of the search engines and there’s a lawsuit forming against them from CA right now. Not a reputable company at ALL! They genuinely do not care about their customers.
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User Replies:
idontthinkso on 07/14/2011:
Added a link to BBB just to tick em off.
trmn8r on 07/14/2011:
You may choose to want it another way, but online price errors are NOT honored like they are in a brick and mortar store if the item is mismarked - it is totally different. In every case I have seen, the company simply cancels the order. Many companies have a disclaimer in the fine print to this effect.

As far as your refund, it can take several days to get an electronic refund, due not only to individual company procedures, but the manner in which these transactions are processed.

Anonymous on 07/14/2011:
I've heard of this happening with other companies, and orders were cancelled. It must be a bummer to get excited thinking you are getting a heck of a deal, only to find out later that it was a mistake.

I just ordered from Overstock for the first time, by the way. Didn't have any issues to speak of.
Pam from Texas on 07/02/2014:
Overstock sells very poor quality items. Don't buy from them. I bought a mattress that was like sleeping on wood. A bed spread that turned into a ball after 1 wash. Plus numerous other ideas for my daughter's dorm room. I will never purchase from them again. I don't know why they are still in business.
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Customer Service SUCKS!!
Posted by on
I just spoke to the customer service rep via Live Chat. I recently did a return, obtaining a RMA number and was asking about that status of the return. I returned it by USPS delivery confirmation, but no tracking. The rep asked for my tracking number and stated that she could not tell me if the package was received by the warehouse without the number. I argued that the tracking number would only tell her if it had been delivered (I could do that myself), but I simply wanted to know if it had been received and logged into their computer. She refused to try to check on the status of my return without the tracking number. This is obviously frustrating and wrong. Its one thing to state that it has NOT been received and therefore they need proof of delivery for a refund. Its another thing to state, that unless you have proof of delivery, you will not receive help for your return!

The joke of a the customer service chat was cut and pasted below. See how they have pre-written phrases that they keep using even when its irrational and frustrating the customer. Its like talking to a robot!! Please do not shop here, unless you want to be treated like me below!! As someone who buys a lot over the internet, I am sad to say that I will stop shopping at overstock.
Welcome to Overstock.com's Customer Service Live Chat!

Welcome to Overstock.com Customer Service, you are now chatting with Jackson.
Jackson: Thanks for visiting Overstock.com, this is Jackson, how can I help you?
you: I am trying to follow up on my return #xxxxxxx
Jackson: I'll be glad to help you with.
Jackson: Are you referring to 'Platinum 2/3ct TDW Diamond Stud Earrings (I/J, I1)' priced at $499.99?
you: yes
Jackson: Thanks for the confirmation.
Jackson: May I please have the return tracking information like name of the carrier and tracking number?
you: I did it my USPS, no tracking, just delivery conf.
Jackson: Thanks for the information.
Jackson: I'm sorry to let you know that we will not be able to track return item without returned tracking number.
you: I want to know if it has been received INTERNALLY,
you: what does that mean and why?
Jackson: I know this has been frustrating and I apologize.
Jackson: I request you to contact USPS regarding return tracking number.
Jackson: They (USPS) will help you with return tracking information.
you: why can you not track if it HAS BEEN RECEIVED
Jackson: I request you to contact us with the return tracking number.
you: obviously the tracking number only tells you if it was delivered, not IF it was received
you: therefore, it should NOT be relevant
Jackson: I would like to let you know that we can track items which are used our labels to return.
Jackson: Since you have returned item without our label we will not be able to track without return tracking number.
you: I did not use a label...didn't know where it was

Note: Their return email does not provide a tracking number because they do not pay for shipping: "For your protection, we recommend that you ship your item using a reliable, traceable carrier and *KEEP THE TRACKING NUMBER*."

you: so I paid USPS to return and included the RMA number
Jackson: Since you have returned item on your own, we need return tracking number to track the item.
you: the tracking number only tells if it was received
Jackson: Please contact USPS regarding tracking number, they will help you with this.

Note: obviously I did not get tracking!! My wallet was lost with my delivery confirmation slip.

you: I want to know if YOU received, not if USPS states they delivered it
you: whether USPS says they delivered it is actually irrelevant
you: and would not actually help you
you: this is irrational
you: Why the hell are you playing this game with me? Is this the crap they have trained you to do? Screw the customer over?
Jackson: You verify that item has been delivered to us, we would need tracking number on the item.
you: Why? what would a USPS tracking number tell you?
you: it would simply verify that it was delivered
you: that is not why I am here
you: I am asking have you RECEIVED and PROCESSED my return?
Jackson: We do not have that information.
you: even if I gave you the USPS tracking number, then would you have that info?
Jackson: Since this item has not been returned using our prepaid shipping label, we would need the tracking number to confirm the receipt of the returned order.
you: USPS confirms delivery, not receipt. ONly you can confirm receipt
Jackson: Yes, if you can provide the tracking number, we will help you with the refund process.
you: if I have a tracking number, then will you tell me if it was received?
Jackson: Yes, we will.
you: but if I don't have a tracking number, then you won't tell me if it was received?
Jackson: Yes, we will not be able to confirm the receipt of the returned item at our warehouse.
you: why not?
you: what are you refusing to give me that info?
Jackson: However, please note that once we receive the item back, it would take us up to 5 business days to complete the return and issue refund.
Jackson: As we do not have access to warehouse, we cannot confirm that the item has been delivered back to us.
you: who has access to the warehouse?
Jackson: I really understand how frustrating it is.
you: who can I talk to to get the information
you: why is overstock so frustrating
you: don't understand, DO SOMETHING
you: why are you acting like a corporate TOOL
you: stop being FAKE
Jackson: If at all the item is delivered to us, the refund would be issued to you within 5 business days.
you: FAKE
you: who has access to whether the warehouse delivered it?
Jackson: Do you have a shipping receipt?
you: but that won't tell me if YOU received it
you: why don't you just GIVE ME THE INFO
you: why do you insist on putting Americans through this bullshiit
you: this is obviously wrong. Not frustrating, but wrong
Jackson: We as a customer service representative do not have the access to verify the receipt of the returned order at our warehouse.
you: then if I give you the tracking number, what WILL you be able to give me?
Jackson: We would need the tracking number or the shipping receipt to confirm the receipt of your order before we can complete the return and issue refund.
you: but that is supposed to happen automatically when you receive it. is that correct?
Jackson: Yes, the return should be completed automatically within 5 business days from receiving the item back, however if it does not, we would need the tracking number or shipping receipt to complete the return manually.
you: how can you do that if you cannot even tell if the warehouse received it?
Jackson: Do you have further questions for me?
Jackson: That is the reason why we need the tracking number on the returned orde.r
Jackson: *order.
you: if it had been received, would you be able to tell me if it had been received, even if I didn't give you the tracking number?
Jackson: I'm sorry in that case we will confirm this as we have more than 500 warehouse across US.
Jackson: Please contact USPS regarding tracking number.
you: That is obviously irrelevant as you should know all returns go to: Overstock.com Product Returns 955 South 3800 West Salt Lake City, UT 84104
you: there is only one warehouse that you should be checking!
Read 10 RepliesAdd reply
User Replies:
Anonymous on 03/11/2008:
kar365 - I've never dealt with overstock before and I am surprised their representative didn't think of this but do you think it might help if you gave them the name of the carrier and the tracking number?
Hugh_Jorgen on 03/12/2008:
With your childish rants, name calling and use of four letter words I'm surprised Jackson was willing to converse with you as long as he did. Cudos to Overstock.com for some excellent customer service!
*Brenda* on 03/12/2008:
Yikes, I think you have an anger problem.
tnchuck100 on 03/12/2008:
All Jackson needed was the RMA number. He was just jerking him around.
DebtorBasher on 03/12/2008:
I'm not understanding this. If they gave you an RMA they should have also sent you a calltag or lable for the return by reg. mail or Email. As long as you used the return label IF they provided one to you, they would have a tracking number and could provide that tracking number to you upon request.

If they did NOT provide you with the RMA and return label and you sent it back on your own, they YOU should have the tracking number.

Yes, a tracking number will only show POD...but that is all they are asking for. If they are still unable to tell you if it's been "received", then your POD is all you need to show you returned it...that's what a POD is for.

The company should be able to pull up your account and lookup the RMA # ...they SHOULD have a tracking number for it...but again, it is up to the customer to use the label provided to prevent these kind of issues.

What is their return policy?
Anonymous on 03/12/2008:
I got to agree with Chuck on this matter because if they would have given him the RMA this whole thing could have been done with.
Anonymous on 03/12/2008:
How do you not have the USPS tracking number? It should be on your receipt, unless you don't have that anymore...

MRM on 03/12/2008:
AlleyS didn't mean to hurt your feelings. She just tells like it is. Toodles...

AlleyS, I wish you could chat with us on the forum side. Its fun!
Suusan B. on 03/12/2008:
If I was returning a $500 item you'd better believe I wouldn't lose the tracking number.
Anonymous on 03/12/2008:
My thoughts exactly Suusan B. Or if I did lose it being the skeptic I am I sure the heck wouldn't tell that to Overstock. If I'm Jackson I might personally go look for this ring in the warehouse if you know what I mean.
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Don't buy from Overstock!
Posted by on
Rip off scam with Club O and forget returns, you been had!!!!

I have been a long time customer of overstock, spent quite a lot of money with them and until now I've never had any serious problems with them.

First off, never, ever, ever, buy into their "club O". This is a scam. You pay them in order to get reduced prices but once you get access, you will find that many of the "reduced" prices are minimal. Oh and hey, you get $1.00 shipping all the time. Oh big deal. 9 times out of 10 you get free shipping not being an O member or at worst it is $2.95 but even club O seems to exclude those "hard to ship" items and you get whammed anyway. Here is the stinker about Club O:


You find item ABC that is priced wonderfully for Club O members only at $150.00. If you are not a club O member, it will cost you $155.00 so hey you save an additional $5.00 and you think wow great. Then you do an internet search on "overstock coupon codes" just checking to see if there are any good coupons I could apply. Hey, I see one! $15.00 of $150.00 or more and you think, wow great, that's a great deal. I won't get my $5.00 club O reduction but instead I'll get $15.00 off the original $150.00 and come out better in the long run.


How is this for a scam:
You go to the site, you put ITEM ABC into your cart. The cart shows $150.00 plus shipping, then you apply the coupon code. Wow, it applies and saves you $15.00 more dollars, now your cart is $135.00 plus shipping! Yippee! Right? Wrong. You enter your credit card info, with each passing page the final price of the item does not change from $135.00, the discount is continually shown. Now, they have your credit card info. You mouse to that complete order button and wham, this is where it all goes straight to hell. The confirmation order page shows that you were NOT charged $135.00 plus shipping but you were actually charged $150.00 plus shipping. They wait until they have your credit card info and then once the order is placed, they increase the amount. Personally, I don't see how this is legal but I'm not an attorney cuz if I was I would be too busy suing these bunch of thieves to write this!
Then, you get mad and call their "customer service", that's what they call it, I call it, Overstock-how-to-take-you-to-the-cleaners service. The "friendly" person on the other end of the phone argues with you over and over and over again about the applied coupon and that you can't do that if you are a club O member. And I try to explain to the little girl or boy that it doesn't make sense to join a club in which you pay to get better prices than the general public when in fact the general public can avoid paying the club fee and get better prices simply by using a coupon. The little rep doesn't understand this concept. I explain to the little rep that it is listed in their policies for Club O members on THEIR site that the club O member is to always get the better price, either the coupon is to be applied or the club O discount, whichever results in the greater discount.
Are you with me here? It's a simple concept.
This little rep asks me where I found that information on what page because she doesn't believe this is their policy. I ask for a supervisor who upon my long and detailed explanation agrees with me and acknowledges the overstock policy but does NOT credit my card the difference. Instead I am given a credit for a future purchase.

And the whole thing starts all over again next time you order something.
Do I hear Class Action lawsuit?????

Next problem is with their returns. If you are reading this and you need to return something, let me inform you, that you are totally screwed. You have been had.

Here's the deal. My husband ordered a Nordicware fry pan set, really nice and cost alittle over $150.00. I anxiously await the arrival of this set because my current set is SHOT and I need a new one asap. Normally, in the past I had received my items within a couple of days, day 6 (very disappointing on the ship time), a box shows up on my porch. I exclaim with much glee, "Yippee!!!!" as I excitedly open the box like a kid at Xmas. I could almost taste how bad I wanted this set.
Do my eyes deceive me? Can this really be? It is not my long awaited Nordicware fry pan and griddle set. It is some strange looking black non stick very large pan and a metal stock pot with a couple of cooking tools thrown in the bottom of the box. Packing material, oh you silly fool, they did not put any in the box so the items in the VERY large box floated around and beat the tar out of each other before my very disappointed eyes got to see that I had been shipped the incorrect piece of junk.
Now, these items have never seen nor can they comprehend the word quality. Total crap not to mention the totally wrong item. Personally, if it had been the right item, I would have been pretty mad at the inferior quality. Anyway, I get on the phone, little miss hopeful not worried in the least feeling confident that Overstock would take the items back and quickly resolve my issues and get me the correct merchandise. I must have been temporarily insane. Not only did they refuse to talk to me because my husbands name was on the order, they informed me that although this is their fault, this is now basically my problem and my expense to resolve.

Oh and BTW, the box did not include a shipping invoice or anything on paper for that matter. Well when we were finally able to talk to a CS rep, we were informed that if we wanted the correct set, this junk they sent would have to be returned first by me DRIVING it to one of their preferred locations (list would be mailed to me)and then after they are done processing, they would see about sending me the correct items provided they still had them. Here is the timeline they gave me to complete this process:

Snail mail return label to me: 1 week
I must drive to preferred location
to drop off: 1-2 days
They receive wrong item: 1 week
They process wrong item: 1+ week
They generate correct item to me
if they still have it: God only knows how long
It comes via mail: 6 days minimum

So to get the correct item, it will take me an additional almost 5 weeks from today PROVIDED they don't screw me over like they have some of the others out here that have posted complaints.
I tell CS rep this is unacceptable, what are they trying to hold on to my $150.00 as long as possible so they can make some $$$ in interest? C'mon!!!!
CS rep tells me, you want refund? So I decide, I'm done with Overstock, I'll get a refund and shop elsewhere from now on. Guess what, the refund is going to take just about as long provided I "qualify". QUALIFY!!!! What the hell does that mean? I order and pay for items, the brainless twits send me $50.00 worth of other junk instead, and I have to "qualify" to get a refund????? So here's the deal, Overstock has my $150.00, I have their $50.00 worth of trash and am awaiting my snail mail return form so I can go drive around to their "preferred locations" to drop off their piece of crap stuff and use my GAS to do it along with my time which I will never get reimbursed for so they can decide if I "qualify" for a refund while they now have both the original merchandise, the junk I send back and my $150.00.
So this is how they can afford all those commercials. Damn good scam boys! I bet their mommas are proud of them!
Hmmmmm, think I will just call the bank in the morning, cancel the charge (thank God for cancels) and return their crap to them. Then we are about even, I'm out a little time and gas. My face, fingers and mouse will never dawn their webdoor again.
I'll stick with the companies that I know are trustworthy. Would love to see a criminal history on these guys...can only imagine.
Add reply
Overstock.com Overcharging International Customers
Posted by on
Just a heads for those that are not aware.

Overstock.com is overcharging consumers that are purchasing internationally. I first noticed this when I decided to change my local to the USA from Canada.

My cart dropped from $375 Cad to $300 USD, this appeared to be too large a change for current exchange rates,1 USD = 1.03660 CAD.

I was able to locate an option on the Canadian side to be able to purchase my order in USD. When I compared my US cart to my Canadian International Cart there was a $50 US price difference in the two carts. This is just the carts before any Taxes, Duties, or Shipping charges are added on to each order.

Doing some basic math I was able to determine that Canadian customers are being charged a 24.7% premium over what US customers are charged. To make sure it was not only Canadians I also checked ordering from the UK in USD and they were being charged a 26% premium.

I contacted Overstock.com's customer service chat and here is there response:

Noah: Thanks for visiting Overstock.com, this is Noah, how can I help you?
you: Hi, I was wondering why there is a premium price when ordering internationally. There is a $50 US difference when I am looking at the prices for my cart when I choose between Canada and the USA, before the shipping and duty charges are added on.
Noah: Hi there.
Noah: I'll help you with this information, allow me a minute please.
Noah: We recognize that pricing “convention” in the CAD is to see prices displayed inclusive of VAT, and that consumers would rather see prices inclusive of VAT because that is what they are accustomed to.
Noah: The prices being shown on the U.S. website do not include any taxes; therefore, when converting USD to CAD currencies, the conversion will not be exact.
Noah: The prices being shown on our website are sale prices set by Overstock.com in the U.S. that also include the Cost of Doing Business internationally.
you: When I'm comparing the prices between US and International they are both in US currency. And in Canada we do not have VAT(as they do in the UK)
Noah: These are converted from USD to CAD, so that shoppers in Canada or any other International Destination can transact in a currency familiar to them and so they do not incur surcharges typically applied by credit card associations and issuing banks in converting transactions between two different currencies.
Noah: I understand there's no VAT charges showing up at the checkout page, but the price that shows are inclusive of some import and export charges which is set.
you: OK
Noah: I appreciate your understanding.
Noah: Do you have any further questions for me?
you: nope
Noah: Thank you for visiting Overstock.com. Have a great Evening.
Chat session has been terminated by the Overstock.com Service representative.

Take what you will from that, but I was prepared to purchase from them before I found out about the premium they charge for international customers. Other online retailers allow international customers to order without being overcharged just because they outside of the country (Amazon, Martin and Osa are two I can confirm) ship to Canada and Internationally without charging premiums.

I post this as a heads up for anyone considering purchasing from Overstock.com internationally so they know that they are being overcharged.
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User Replies:
s96822 on 03/04/2010:
Was thinking about ordering Canon camera from Overstock.com

I am American but currently living in Thailand.

Why is the price in Thai Baht = to 279.414 USD while the price at US checkout is 199.00. Neither includes shipping or in Thailand case, duties. Thank you

Canon PowerShot SX-120IS Digital Camera
Rating 4.9 Overall Rating

* Read Reviews/
* Write a review

Today: THB 9126.95

Thank you for contacting Overstock.com in regards to the cost of your selected item. I am glad I can be of assistance today.

Due to the costs associated with shipping internationally there is a slight rise in price when the item is placed to be shipped internationally. This price increase is necessary in order for us to be able to provide our customers with international shipping. We apologize for any inconvenience that we may have caused.

Thank you for shopping with Overstock.com and for your time and patience. Please let me know if you have any other questions by replying directly to this email or calling us toll free at 1-800-THE BIG O.

Juan P.
Customer Care


I then emailed him;

Dear Juan P.,

You describe 40% as a "slight rise" Exactly what additional activities necessitates this 40% price increase? Is the 40% deducted from shipping costs?

Thank you


Have not heard back since.

Incident: 100303-011115
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