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Just say no to the big O
Posted by Itex25 on 11/01/2012
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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Posted by trmn8r on 2012-11-01:
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.
Posted by O.co on 2012-11-02:
Hey itex25,

Im 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.
Posted by simplyjeff on 2012-12-08:
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.

Posted by JETBEAR on 2012-12-08:
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
Posted by Mark on 2012-12-08:
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).
Posted by Gary on 2012-12-09:
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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Buyer Beware!...So Called "Serta" Memory Foam Mattress Topper
Posted by Jwren on 07/12/2006
I was so excited to get this 3" serta topper, but when DHL dropped it off on my front porch I couldn't belive my eyes.
The box wasn't even taped shut, the topper was falling out of the box. It was not vacuum sealed, it was wrapped in saran wrap and not completely covered, the top of the pad was exposed and it was just loose in the brown box. There was a small logo of serta taped to the saran wrap, looked like someone just copied it from a copy machine, and it was a very bad copy at that, it was not how serta would sell their product. I called overstock immediately and was first told that was not how I should have received it and they offered to return it for a refund, then I was transferred to a supervisor and she informed me that the item was not vacuum sealed and was only wrapped in plastic, she said that the box should have been taped though.
Well in the meantime I did some checking and called and alerted Serta about the experience and was told that Serta doesn't even make toppers. I will never order from Overstock again! What a scam! Buyer Beware!
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Posted by Hugh_Jorgen on 2006-07-12:
Did you let Serta know about this? I'm sure their legal department would love a link to the web page selling the "Serta" toppers.
Posted by scrappy1 on 2006-07-12:
Then maybe she ought to also send the llinks for all the other stores that are selling them. Including Sams Club and JC Penney. I love people who just make things up
Posted by jwren on 2006-07-13:
Well even if Serta does make a topper, (which I guess the one person at Serta that told me they do not, might have been incorrect) this is NOT one of them, they would not package their items like that in saran wrap with a logo that was so distorted from overcopying it. They are selling a cheap knock off and trying to pass it off as Serta, and yes I have brought it to the attention of Serta. They are investigating it. I have photos of the packaging and the label to support my findings.
Posted by Doc J on 2006-07-13:
Overstock by any other name equals "liquidator". As a result, only technologically removed from a coupla guys in dirty overalls, in an old truck, going door to door selling "bargains". Not a hallmark for quality or reputation and a sure stimulus for somebody's working BS indicator. Good luck!
Posted by footballguru on 2006-07-19:
I am very happy that I read this because I was just considering ordering from them. I was also wondering how they can afford to offer products at the huge discounts. I hope this gets out to more people.
Posted by Noneill on 2006-07-19:
Well Serta products don't impress me. Our expensive king size pillow-top mattress went flat in a matter of a few months. We've tolerated it for 3 years now. Need to replace it but I am so afraid of making another expensive mistake.
Posted by cosmicaura06 on 2006-07-28:
My experience is almost exactly the same! The package arrived yesterday - box was torn in half & the mattress was wrapped in cheap saran wrap. I have to agree - the Serta label looks like a cheap copy and it's just stuck on there - no directions, labeling, materials, etc... Not what I would expect from Serta AT ALL! The foam looks dirty and discolored, plus there are deep gouges all over it - disgusting.

Interesting point - according to the DHL (who delivered the package)tracking info, the mattress was sent by Leggett and Platt Inc. A cursory google search shows it to be involved in the furniture industry, but no connection w/ Serta as far as I can tell.

Suffice to say, I've asked Overstock to pick up this hunk of junk and refund my $$. This is my second experience buying a higher priced item from Overstock and receiving subpar products. I think from now on, I'll stick with a more reputable and consistent vendor from this point forward!
Posted by mocean on 2006-08-17:
First of all, thank you for taking the time to comment on your experience with Overstock.com. I was looking at one of the "Serta" toppers when I stumbled across your posting. I spoke to Overstock.com and they stated that they received the product from Legget with the Serta label on it. The FTC rules state that retailers are supposed to be diligent in verifying information like this, especially when it's been brought to their attention that something might be amiss. I checked out Leggett and found that they do in fact, produce many products as components in other products sold at retail. I'm awaiting a response from them as to whether or not they manufacture toppers for Serta. I expect the answer to be yes. I'm not surprised that Serta doesn't have the toppers on their web site, as that is not where they make their money. At the same time, I'm concerned about the condition of the toppers when you and the other person received them.

While I'm not sure yet, I think this product is okay and the description is correct. At such a bargain basement price, I'm not surprised the toppers don't come with the official Serta logo. I suspect these are Leggett overruns that Overstock.com got their hands on. I do think something needs to be done about the shipping issue so when I order mine, I will take steps to insure mine come in mint condition and well packaged. I have the comments in here to thank for that.

Serta might have been mistaken in telling you they don't sell toppers, but I am still very grateful for your comments. Thank you for taking the time and making an effort to keep the rest of us safe from Internet abuse.

I'll let you know when I hear back from Leggett.
Posted by jwren on 2006-08-17:
Just an update...I reported overstock to the BBB and they responded with an offer for $25 off my next order (I already got the full refund)...but as I told them before I would not be ordering from them again so that was useless...but here is the funny part, the offer was only good for 12 hours... just another little example how they just don't care about their customers or their reputation...As I said before...Buyer Beware!!! Enough said. :) Good Luck to all!
Posted by jwren on 2006-08-17:
FYI: I also wanted to add that overstock did not send DHL out here to pick up my topper as they promised, they told me it could take two weeks or longer to get them back here to get it, I said bull! I called DHL myself and demanded that they come the next day and get this junk off my front porch as I would not be liable if it was stollen as I was leaving for vacation and could not babysit the topper... DHL was quick to respond and bill overstock, never once asked me to pay for the pickup. So if any of you do order one, be sure you do the same if you return it, or you may never get them to pick it up... I have read other stories that they are very bad about picking up returns...
Posted by mocean on 2006-08-18:
As promised, please find Leggett's response below regarding their production of toppers for Serta.


Yes, we do manufacture high density foams as well memory foams for
Serta. We do not manufacture any Latex foam at all.

Please let me know if I can help you in any way.

Keith A. Mauldin
Leggett & Platt Inc.
Director of Retail Sales
200 Brozzini Court - Suite G
Greenville, SC 29615
Phone: 877-550-3626
Fax: 864-286-8738
email: keith.mauldin@leggett.com


Since I was interested in 100% Natural Latex (lasts about 30 years) and not any of the man-made memory foam toppers (last 10-15 years). I didn't buy anything from Overstock. I did discuss their shipping issues regarding this product and they were very apologetic. There is little they can do outside of trying to correct a mistake when it happens. I guess they don't always succeed in that area either, but at least their advertising is accurate. Those memory foam toppers are indeed manufactured under the Serta label by Leggett.
Posted by hibiro on 2006-08-20:
Coincidentally, I visited a mattress store. The salesman (who was also the owner and was definitely not some uninformed new hire) sold mostly Serta mattresses. I was asking some questions about the only memory foam mattress there and asked who makes it. He told me it was some other brand and that Serta does not make Memory Foam. So, there you have it.

Also, only TempurPedic makes the original Memory Foam. There are several knock-off versions of Memory Foam; just go to your local Target. They sell so-called "Memory Foam" pillows for 30 or so bucks while the genuine pillows are 80 or 90 bucks.

Those companies that make the fake Memory Foam aren't really infringing copyright, though, because they are not claiming to be the TempurPedic company and don't use the same exact type of Memory Foam.

Now, when someone slaps a Serta sticker on a mattress topper and makes money selling it, though, that IS copyright infringement and SOMEBODY is going to get the poop sued out of them. Whether that is Overstock or the "company" slapping the Serta stickers on crappy mattress toppers.
Posted by FundsRecovered on 2007-05-05:
Hibiro- did you even read the posts before yours? Serta is the "Named" manufacturer and done so legally by an affiliate manufacturer. Serta probably does not actually even produce any of their items wholy but assemble the parts others manufacture. The recent Menu pet foods recall is a prime example to uninformed consumers that most of the parts or ingredients for the finished products we buy being offered from many manufacturers all have the same roots! Also, large companies poorly package items all of the time and Serta nor it's affiliates are not exceptions! Lastly, there are many companies manufacturing memory foam and it is memory foam by definition. It may vary or may not vary in performance from Tempur-pedic and might be made slightly different. Reagrdless they are all still "memory foam" bacause that's what the product does. Considering all of the different memory tops at Overstock.com have over 700 positive reviews from consumers with ratings over 90% positive I would have to assume since this site is a place to vent you are hearing from the few who had bad experiences. Maybe John Doe at the warehouse was disgruntled that day because the boss yelled at him for being late so he packaged some items poorly and these guys received them? I am not sticking up for Overstock or anyone else but your comments were so ridiculous I had to say something.
Posted by GoodAsGold on 2007-10-04:
Yes, Leggett & Platt makes the memory foam that Serta uses in their mattresses, as well as their innerspring system. (A proprietary product called Miracoils (continuous coils.) Legget & Platt also makes just about every coil system you've ever slept on, including boxsprings/foundations. I would think that Overstock.com advertised the memory foam with the Serta name because everyone recognizes it. Who knows about Leggett & Platt except people like me who happens to know a lot about mattresses. And, they weren't really "lying", per se. Serta DOES use this memory foam in their mattresses. They just don't personally manufacture it. No big deal. Half the products we use are like that. Read the small print sometime.
Posted by doesresearch on 2008-01-09:
Let's settle this- they weren't lying AT ALL: L&P marlets these products under license for Serta - Leggett & Platt To Market Serta-Branded Sleep Comfort Systems Products
Tuesday, April 05, 2005 By: Furniture World

"Sleep Comfort Systems, part of L&P’s Urethane Division, has announced an agreement with Serta International to introduce a Serta-branded line of foam sleep pillows, toppers and other specialty sleep products."
SEE: http://www.furninfo.com/absolutenm/templates/News.asp?articleid=4960&zoneid=8

And BTW, for the price it is an incredible product! I challenge u to find anything even close in the price range offered by Overstock. You don't get a cadillac when you pay for a Hyundai, but Hyundai ain't half bad :)
Posted by doesresearch on 2008-01-09:
And one more for you ; as to Overstock's bad Customer Service. Somehow I accidentally ordered a twin instead of a king, but didn't even look and opened the package. The site clearly stated it couldn't be returned after opened and the rep parroted that, but I asked for the supervisor , who merely asked if I used it and when I said no, gave me an RMA ; not unusual to have to ask for a supervisor, but I was treated courteously and my problem was easily resolved.
Posted by SellPro on 2008-02-29:
What a bunch of whiners & conspiracy theory whacks! The Scion Xb is a Daihatsu, half the appliances under Sears brand name are or were Bosch, some of the Mercedes Benz S and E Class parts are Siemens (crap American products) and Hyundai, a lot of Honda motorcycle parts are actually Hensim Chinese parts… SO WHAT? I don’t have the topper but I have the Overstock 8 and 10 inch Memory foam beds made by Leggett & Platt. They are phenomenal. I have had one for 4 months. Not a single hiccup and 3 times softer and more comfortable than one of our tenant’s bonafied Tempur-Pedic mattress. I have not had a better mattress. We own 2 Serta high-end model regular mattresses and a Sterns and Foster. This $350 mattress is more comfortable. The company has been around for over 100 years.
When you buy a topper for what equates to $19.95, what do you expect? It doesn’t matter who makes it. It’s going to be crap. Now the boxing issue is another story. Who knows about that. I doubt it was Leggett that has anything to do with that.
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Overstock rips consumers off
Posted by Slytara on 08/29/2010
SALT LAKE CITY, UTAH -- I use 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 could 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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Posted by Alain on 2010-08-30:
Thanks, I'll avoid them.
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Leather furniture from China
Posted by Montana Girl on 11/15/2007
BOZEMAN, MONTANTA -- Found a supposed leather sofa, loveseat, chair on Overstock.com. Paid almost $3,000.00 for set. It arrived timely as promised, about 6 weeks later. (Wonderful local delivery)

The delivery men and I spent over 30 minutes attempting to locate any type of tag which stated that the furniture was indeed leather. The furniture sure didn't look, smell, or feel like leather. Color was much darker than on site. (Dark brownish red/soft brownish gold) Didn't notice immediately, but the furniture was made of really thin pieces of some type of material (still don't know if it is leather).

Only tags found by delivery people said "Made in China."

Cushion are not removable, any of them. Within about 8 weeks a coating that is also the color (the dark reddish brown finish) started to flake, peel off. Especially near the stitching.

There are multiple pieces to this stuff, like one of those cheap handbags, or purses, or coats that are not made of large quality pieces of leather. Something like 24 on the back of the sofa alone, not counting the arms.

Wrote company in August. (Nice letter) Waited a month, no response. Now I am writing to VISA too, sending USPS Receipt, signature and certified.

Anyone ever heard of leather furniture made in China? Anyone have any ideas about how to get this flaky stuff "tested" to see what we have been exposing ourselves too? The material underneath doesn't smell like leather, kind of light brown like a paper bag.

I have it covered now with blankets, (really nice in a new home). Our young daughter has allergies, and get this, she sat on it while freshly out of shower and got hives all over the back of her legs and bottom side!

As it is said, "You get what you pay for." Truly second rate stuff, not first rate stuff at second rate prices. This stuff is JUNK!

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Posted by Anonymous on 2007-11-16:
Contact the local consumer protection office and see what they can do to help you. Take a sample of the material to a furniture store and ask them to look at it.
Posted by Principissa on 2007-11-16:
I think you are right, I don't believe you got leather. You may have gotten some type of suede or faux suede. I'm not an expert though so please don't take my word for it. Do what passingby said, call your consumer protection agency and see what they can do to help you.
Posted by Montana Girl on 2007-11-18:
What's really funny, is the founder of this company "Byrne" is all over the internet, in articles fighting stock fraud! Someone ought to check out the garbage his company sells!
What does one expect when dealing with a company out of SLC? NOTHING unless you are LDS.
Posted by Montana Girl on 2007-11-19:
There should be laws against companies like overstock.com claiming that you are getting 50-80% off items, when the truth is, you are getting what you pay for and likely less.
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Something is wrong with this company
Posted by Calikrypto on 10/23/2007
I ordered a Magellan Triton 2000 GPS unit which is hard to find right now. My order was shipped and I received it a few days later. Awesome so far... until I opened the box. Upon opening the box, it was found that Overstock had shipped me a $200 digital camera instead of my $500 GPS unit. I called the overly pleasant Overstock customer service department. The operator informed me that the digital camera was sent BECAUSE the item that I ordered was out of stock. Huh? I questioned her statement and repeated to her what she had just told me. She again stated that because the item that I ordered was out of stock, they had sent me the digital camera instead. She did not understand why I was questioning what she had just told me. I am supposed to receive a return shipping sheet via email which takes 1-2 days to receive. I hope this is the end of this story and everything else goes good in regards to returning this item and getting my $500 back. I will NEVER do business with Overstock again and I will tell everyone I know not to do business with them either.

After searching the internet recently, I found that my story is not an unusual one. If you search, you will find example after example of horror stories being told about the service of this company...
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Posted by Principissa on 2007-10-23:
Let me get this straight, they sent you a digital camera instead of the GPS unit you paid for because it was out of stock. Why not just e-mail you and say that the item was out of stock. I hope you get your money back.
Posted by WhineX on 2007-10-23:
How bizarre. I've heard all kinds of stories, but never one like this. They've probably got some fine print somewhere on the website that allows for "item substitution".
Posted by nascarmom55 on 2007-10-24:
I had a very similar incident happen to me. I ordered a Timex Ironman watch for my son for Christmas. When I received the box and opened it, I found a watch VERY different from what I had ordered. When I called customer service they informed me that the Timex I had ordered was out of stock and I could wait for more to come in, of which there was no guarantee that more would, keep the watch I was sent or return the watch and get a full refund. I opted for the refund, which only took a couple days to be credited to my account. Not an overall BAD experience but frustrating when you order one thing, receive another only to be told the orginal item was out of stick and they take it upon themselves to send you something else instead of notifying you and finding out what YOU want to do.
Posted by shawnp80 on 2007-10-24:
Nascarmom, at least you ordered a watch but received a different watch. Ordering a GPS and getting a digital camera is like ordering a TV and getting a toaster instead.
Posted by rascal on 2007-11-06:
I have the same thing going on with O right now...Bought a $490 torchiere lamp from Overstock 2 weeks ago & was thrilled when I arrived home to a large box waiting for me on the porch. Thrillled that is, until I opened the box and found it wasn't what I ordered. btw I wouldn't have even opened the box if there was some indication, say a taped on packing slip, a photo on the outside of the box, that would have provided a clue to what was inside. Clearly this is where I was wrong, I coulda woulda shoulda refused delivery according to Overstock. Evidently Oversuck has psychic powers far beyond mine....they can see into unmarked boxes from Utah to PA, knowing upfront the customer shouldn't have opened them. Makes one wonder if O knew what was in the box.

Sigh, And with the comment that I should have refused delivery on an expected item in an unmarked box, the fun with Oversuck begins. Live chat is useless, it took 20 minutes for the bot to determine my name and address. The live chat replies seemed copy and paste, the responses often didn't align with the question.
me: "when will the correct item be sent?"
them: If we do not receive the original item within 30 days, we will charge your credit card for the full price of the replacement item.
me: hello? (5 minutes pass)
me: hello? so when will the correct item be sent?
(10 minutes pass)
them: "Can you please confirm your zip code?"
me: "Again, my zip is 12345, when will the correct item be sent?"

During our live chat O claimed the item purchased was no longer in stock even though it was listed in stock, still available for purchase on the site. The O bot promised a return label but it's been 5 days. Yes, I have followed up, right in line with the definition of insanity, hoping for a different result.

Oh, and I did receive a repeat email from O stating they'll charge my credit card for the replacement item that I received. Keep in mind they've already charged me for the more expensive item they did not send. If these idiots think I'm paying 2x for the wrong lamp, they've got another think coming.

My issue is far from resolved and it's been a week of back & forth customer is always wrong emails, live chat and phone banter with no resolution. Best of luck to anyone doing business with this company. You're better off to refuse delivery, do a credit card chargeback.and look for the item locally.
Posted by rascal on 2007-11-06:
Whinex, According to O there is no item substitution. I asked for a similar lamp when they sent me the wrong item after claiming the original item was out of stock. 1. it wasn't, still available for sale on their site 2. they had a ton of the same style lamps to choose from.

O's reply: "unfortunately, we are only able to exchange items for the exact same size and color if the item is received damaged. We do not allow substitutions."

Doesn't seem to make any difference when they select *any* item from the shelf to stuff into the box though...

Posted by donald on 2013-12-25:
i experienced the same thing ordered a pair of winter boots for my girlfriend for christmas didnt open box to check item out i wrapped it and christmas morning she opened it i was suprised as her face drooped no boots not her size a pair of granny shoes about 3 sizes too small for her overstock thanks for messing this up after reading the same of reviews never ever doing any kind of business with you people ever again this is a ridiculous business practice and you people need to be ashamed of yourselfs sincerly donald hoffman derry nh
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Where is My Order?
Posted by My 2 cents on 10/15/2012
I ordered a light fixture from Overstock.com and paid for expedited shipping to insure getting it in 2 business days. When I called at the end of the 2nd business day I learned my order was shipped and attempted to be delivered to the incorrect address. Overstock's response appeared genuine at
the time and guaranteed a replacement light fixture was being sent out overnight and guaranteed it would be delivered in 2 days. Guess what? did not happen either. They really dropped the ball on this one and it seems there is no one who is accountable for not following through with the promises.
I will not be ordering from Overstock in the future - ever!
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Posted by melissa253 on 2012-10-16:
That just happen to me with Direct TV. I ordered a replacement box and the CS guy told me that they ship 2 -day by FedEx. That was Saturday and I got it today-Monday. Turns out the FedEx actually received it on Saturday (to my State) but they just didn't deliver it.
Posted by melissa253 on 2012-10-16:
Above correction. I ordered the replacement box on thursday and was suppose to receive it by Fed X on Saturday. It came on Monday
Posted by O.co on 2012-10-16:
I’m so sorry to hear about that. If you could please send your order info to social@overstock.com, we would be happy to see what can be done.
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BBB review of Overstock.com
Posted by Manhattan252 on 06/12/2010
SALT LAKE CITY, UTAH -- THIS IS WHAT I WANT YOU TO SEE... I went online to see how the BBB rated Overstock.com in Utah. This should help you make your decision on BUYING from them.

BBB in Utah processed a total of 633 complaints about Overstock.com in the last 36 months:

37 regarding Billing or Collection Issues
10- Failure to correct billing errors
5- Unauthorized bank debits
8- Unauthorized credit card charges

241 regarding Refund or Exchange Issues
45- Failure to honor promised refunds, exchanges, or credit
71- Failure to honor refund, exchange or credit policies

56 regarding Advertising Issues
13- Advertised price not honored
14- Advertisement misrepresented a product
2- Bait & switch advertisement
7- False or unsubstantiated claims in advertisement

68 regarding Product Issues
48- Defective, damaged, or incorrect product received
20- Product Quality Complaint Issue

My personal issue, Overstock.com had a Mattress set advertised for $569.05. At check out, the price was $799.99, over $200 higher. Customer Service nor a Manager would not honor the advertised price.
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Posted by Alain on 2010-06-14:
You certainly backed up your complaint! I'll avoid these folks. Thanks!
Posted by Arlene on 2012-10-03:
I live in Norway and have placed 2 orders with Overstock. Never again! They sent me a wrong item and refunded most of the costs. I took a good-sized LOSS on another item that I returned. I have asked them to document which items match which deductions from my account, but they won't answer, so I was thinking of involving BBB. Do not even think of patronizing these folks!
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The Truth
Posted by Squander 107 on 05/02/2006
The truth.....if only I could say that the time I worked for sento, the company that handles overstock.com's customer service, was filled with truth. Within the last month that I worked on the overstock.com account, I was made to refuse a customer a return on one of her products. It was a 300.00 stereo system. It arrived to her and she couldn't get help on a return. (Electronics are not returnable and agents are not allowed to approve one.)she tried for two months as the box was so shredded when it arrived, she only moved it into her garage. I as a supervisor had to tell her the same things. It had to be returned in it's original box. She then asked me to transfer her to someone higher up.

Overstock had just told us that we could no longer transfer them to overstock. Now what. She took me to the website that she posted with pictures and comments about the overstock .com policies. I was fired later on from the overstock.com along with 85% of the account. I did accept the return of the item for the lady though. She was getting hurt by a corporation that not only lies to the customer, but has designed an internet company around irregular policies and schemes. I will post more later. I have plenty of phone stories to tell that will make your mouth drop.

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Posted by tander on 2006-05-03:
Oh Please fill us in on all the dirt!
Posted by Ponie on 2006-05-03:
Please hurry. I want my mouth to drop. Perhaps your fingers should have dropped to the CAPS LOCK key.
Posted by scrappy1 on 2006-06-04:
I am not sure what kind of crack your smokin' but half of what you posted is nothing but a pack of lies. As I work for that very same company and am on the very same account. 85 percent of the account was not fired as you say, they were either reassigned to accounts or laid off due to downsizing. Most of the agents were let go for one reason and one reason alone. Because they could not perform to Overstock.com customer service standards. Perhaps that was the reason you lost your job. As for electronics be non-returnable that also is a crock of crap. I have handled plenty of return for electronics and still have my job. If the package was a damaged as the customer states then why wasn't it set up for damaged in transit???? I am sure had it have been set up correctly and had you have done you job as a Supervisor then there would not have been a problem. As for Overstock.com corporate not wanting us to transfer there it was merely because we had our own in house team that we were to contact. Did you miss that memo too??? (again no wonder they let you go) On the last note for the customer directing you to sites like these that talk poorly of Overstock.com. Did you look around a little... maybe see that they are not the only company people are ragging on? Anytime and I do mean anytime you deal with people in e-tailing of retailing you will always have someone who isn't happy. So get off your pitty pot because Overstock.com didn't think you were a good enough employee and get on with your life......
Posted by Kathy from Ma. on 2006-11-06:
I disagree with "Scrappy1". Their customer service department is useless and cannot resolve any issues. 11 months later I'm still waiting for my money back on an Item that I returned: I purchased a titanium ring for my husband which was not as it was described in their ad. The ring was not finished and had rough edges which nearly cut my husband as he was putting it on... I returned the ring on time w/an RMA and was told that I would be charged a restocking fee. I objected saying that their ad was not clear but they would not hear of it. Needless to say 11 months later I am still WAITING ON A CREDIT FOR THE RING. I have written to the owner, numerous customer service reps with NO resolution. I'm out $60.00 plus interest for 11 months.

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How I got a resolution with Overstock
Posted by Jolly Holly on 03/12/2006
I want to provide a follow-up to the complaint I filed on my3cents.com on 2/21/06 about Overstock.com. I had called and emailed Overstock many times in an attempt to return a rug that they had shipped in error. Like many of you who filed complaints, customer service kept saying they would issue a voucher for free return of the rug, but it never arrived.

I finally sent a letter of complaint to the President of Overstock.com, Patrick Byrne, via the corporate email address, which is ceooffice@overstock.com. The next day, a very conscientious and considerate employee named Landis Linford (he is on the "Executive Customer Relations Team") both called and emailed me to address the problem. He arranged for UPS to pick up the area rug (at no cost to me), and followed up via email to let me know when the rug had reached Overstock's warehouse, and when my VISA had been credited. In less than two weeks, my problem was resolved. My post here is to suggest that others of you with unresolved problems send your complaint letter to the ceooffice@overstock.com address, rather than dealing with their regular customer service. Hopefully, your problem will be quickly resolved by their corporate office, as mine was. Good luck to you. And thank you, my3cents, for providing a forum through which consumers can seek to resolve problems like these!
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Posted by Sparticus on 2006-03-12:
Thanks for sharing your success story. I read a lot of overstock complaints on this site. I'm sure folks will find your post helpful.
Posted by Ponie on 2006-03-12:
Glad to see this letter. I've never ordered from Overstock because all I've read is negative reports. Maybe I'll reconsider.
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How do they get away with it?
Posted by Typebpos on 01/29/2006
I ordered two Seiko automatic watches on Dec. 18, 2005, as gifts. When I realized that "automatic" meant kinetic or self-winding... I called the company within 10 minutes to cancel the order. This request was denied.

The watches finally arrived... after Christmas, and I decided that I would keep one for myself. In order to test an automatic watch, one must wear it. My local jeweler removed a couple of links and set the day and date for me. The clasp was extremely difficult to engage. The jeweler made an adjustment, but it was still balky. I wore it for a few days, and realized that the day and date did not advance!

I returned the items immediately and asked for a refund as per their policy. Trying to obtain my refund is a nightmare from which I have still not awakened. For each inquiry, I received a series of condescending boilerplate emails asking me to be patient. On Jan.23, I finally received an email saying that my refund had been processed, but that the timeframe in which it would appear as a credit on my account was in the hands of my card issuer. THIS IS A BLATANT LIE. According to the card issuer, with whom I have been doing business for many years, the timeframe in which a credit is actually applied is solely controlled by the merchant. From letters I have read on this web site, I guess I shouldn't hold my breath.

Furthermore, I strongly suspect that the watches I received were knock-offs. Seiko does not make crap.

What's a consumer to do???? Thanks for providing a place to vent!
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Posted by miketech on 2006-01-29:
I think because the large companies have found out that it's more cost effective to advertise alot and get new customer than to retain the ones you have. I am really getting into shopping at the little stores and internet site who need my business. I bought a pocket knife at a small retailer the other day and the maker "Schrade" went out of business, but the knife carried a lifetime warranty. I said " I guess the warranty on this is void " He said back to me " Nope if it breaks well take care of it " He was serious. If it does break he would just tell me to get a new one of something similar. I know it's true cause they "value" me as a customer and I "value" them as a business. The point I'm trying to make is don't forget the little guy when doing business. It may cost a little more, sometimes less but you will save time and aggrivation in the end.
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