I am highly dissatisfied and frustrated. I ordered a 5 piece bedroom collection for $1484.99 from Overstock on August 9. The expected arrival date was August 15. Within the last month I have spoken to about 15 different representatives from Overstock. For about a month they could not give me an answer of when I would receive my package or where its location was. About two weeks ago they decided that they could not find it and would ship out another one because of a mishap with the shipping company. They reassured me they would be using a different shipping company different from the original but did not.
I was told several times by different customer service representatives that the delivery was a "white glove delivery" and they would be setting it up in my house. The delivery finally took place today where one person showed up and placed it on my front porch and said "I can help you bring this inside but I'm not really suppose to." I called and they told me there was miscommunication and they do not approve white glove deliveries. Even if they were not going to set it up for me they should have sent another delivery guy to help bring it into my house.
My husband was not supposed to be here today but thankful he was because he had to help bring the estimated 475 pounds of furniture into our home. I'm not sure what we would have done if he was not here. When I called to speak to a representative about my frustration she told me they could send someone out with a delivery fee that I would have to pay for someone to set it up. I had to ask her three times to speak to a supervisor. In the end I finally told the supervisor that I want to return the furniture because I do not want something in my house that is going to remind me of Overstock.com and the frustration that I have endured.
I regret my purchase and this has been the worst customer service experience that I have ever had. Most of the time trying to locate my first furniture shipment I was the one trying to call YRC and Overstock to figure out what was going on. I was told several times that I would receive a follow up call or email and never received anything. When I would call back, a few times I had to wait averaging 30 minutes to even speak to a representative.
I have chosen to take my business elsewhere knowing that there is no way it can be this horrendous. I will not be shopping at Overstock in the future and will make sure to express my concern with anyone that thinks of shopping with Overstock.
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.
Personally, I am surprised by all the negative feedback. I have made 15 purchases from Overstock since 2014. I returned 2-3 of the orders only because not a good fit (clothing). The returns were hassle-free utilizing the return system they have in place through the "My Account" section. All of my orders were delivered on time. Tonight, I went looking for where to leave a review for the excellent customer service I just received and found this forum. I contacted customer service via the online chat. I was connected with a live agent (Morgan) within 15 seconds. She provided exceptional customer service which exceeded my expectations. I am a very happy customer.
VIRGINIA -- On 12/20/16, I ordered a ring and paid for express next day shipping. I checked my order status on the 22nd and it showed still processing. I then contacted customer support with my concern as was given assurances that the item would ship this same day and be delivered the 23rd. Well I checked status again on the 23rd and still showed processing. I contacted the customer service again and asked that if the order was not shipped I needed to cancel and make alternative plans to purchase a gift for Christmas.
Once again I was told it will ship today for sure and you will have it tomorrow. Checked back with them again later that day and was actually told that it had indeed shipped and that the USPS tracking information was not updated. Guess what, I believed them only to find out this was a blatant LIE. Here I sit on December 26th still trying to get some satisfaction out of their customer service only to be told more nonsense. They took my money and have not provided anything except for lies and promises. I will never use Overstock.com again.
SALT LAKE CITY, UTAH -- I placed an order for multiple products on 09/30, one of them was not delivered. I contacted Customer Services via Chat. They said that they were going to check with the courier and if the package was not found they were going to send me another one. In 1-4 business days. I contacted them 10 business after, they confirmed that the package was not found and that they were going to send me another one.
It's been 32 days since the original order and I'm still waiting. I contacted support three more times and they keep promising a replacement. No new tracking number on the Website. I'm requesting a refund trough my credit card company, filing an official complaint with BBB and spreading the word.
I ordered 2 matching quilt sets for 2 twin size beds sharing a room. I received not only 2 different quilt sets but not even the sku # was correct. I returned one set and O automatically sent a set that didn't match and that I had to then send back which I was charged for. This happened twice!!! Then, the phone line was down in my attempt to actually speak with a person. I had spoken with someone weeks before who asked that I take multiple pictures and send them to her personally and she would solve the terrible mix-up/mistake on Overstock. Never heard a thing from her so it may have been fake to just keep me happy.
I took many detailed pictures, emailed them to the woman who represented Overstock and never heard another thing from her or anyone else at Overstock. So when there was no one to actually speak with at customer service, I connected with the only other option, the chat option. Twice I was chatting with someone (mind you that you give all sorts of information and then the person you are connected with asks you all for it again, all in typing so if you are painfully arthritic, it really makes it hard). O screwed up 3 times and I am getting charged. Do not buy anything from Overstock.
I bought a Galaxy S6 active from Overstock.com and paid an extra almost 70 dollars for a 2-year protection plan. I had started using my phone on a Friday and it broke the next Monday, so I used it for a total of three days and the screen blacked out. I contacted Overstock.com and told them what happened and they had told me that it would be covered on my 2-year accidental coverage plan. I was told that they would try to just fix the problem but if they couldn't then they would send me a replacement phone instead.
After waiting a week from me sending in my phone they received it and I waited a few days and decided to check on the progress, that is when I seen that it said that they could not fix my phone so a reimbursement was being sent to me.
I called them and told them I was told that if my phone could not be fixed I would be sent a replacement, they went on to tell me that sometimes they send replacements and sometimes they just send reimbursements. I then asked about my 2-year protection plan because they said they were only reimbursing me for the cost of the phone, I then learned that the protection plan is now null and void because "they fulfilled their end of that deal." I am very annoyed by this website and how they handle things. I will not be recommending them to anyone in the future because of how they handle things.
NEW JERSEY -- I bought a recliner from Overstock.com. The product is so cheap and weak my mom could not use it. It is made for a child. My mother is in a care facility and because they did not keep the box it is impossible to return. Nobody makes boxes big enough, they even sent me to the UPS store and they could not make it. Overstock.com will take no responsibility for it.
Mike one of the managers over the phone at Overstock says it is not their problem if I did not keep the box and I cannot return it. Overstock.com has no boxes and WILL NOT help in any way. Knowing my mother is in a care facility and giving absolutely no true guidance shows what type of company it is. NEVER AGAIN will I buy anything from them.
NEW YORK, NEW YORK -- I purchased a refurbished laptop from Overstock.com. The product key code was not provided when shipped. Contacted seller, they referred me to vendor. Vendor did not respond. After several days requested and received an RMA. Shipped it back, have proof of delivery and still not refund. Their people seem cordial, but it's all words. I am absolutely amazed at how poorly this transaction has gone and they remain silent. Filed a dispute with credit card company; it was my only option. Bad PR for a retail company.
CORONA, CALIFORNIA -- After 6 days my items got cancelled without anyone contacting me. After I had contacted the customer service department the answer was "Well I guess we don't have them in stock." Well thanks for holding my money for 7 days. 10 out of 11 items out of stock $1,419 on hold. Amazing service! The website is a joke.