I ordered a treadmill from Overstock.com. BEFORE I ordered it, I chatted with a representative to verify delivery information. I wanted to make sure that it will be brought to my door being that I would not be able to lift a 300 pound box up a flight of stairs by myself. The representative told me not once but twice that it would be brought to my door. ONLY AFTER she verified TWICE, did I ordered the treadmill. Later I got an email saying that it shipped but I noticed that the email said it would be brought to the ground level. I called Overstock immediately and this ended up in several back and forth phone calls.
Finally after I sent in a snapshot of the conversation between myself and the representative (they initially told me they couldn't do anything about it) and after I started requesting a full refund, they told me that they would upgrade me to white glove at their cost. I said ok I still wanted the item in that case. I was already annoyed with the back and forth and the misinformation at that point but was both excited and desperate to start working on getting my baby weight off. That's the only reason I still agreed to take the item. The delivery company called the day before and we set up delivery.
The day of, the driver called about 30-40 minutes prior to coming out and asked if I had someone to meet them to get it because it was curbside delivery. I said "Noooo, it was supposed to be upgraded to white glove". The driver stated that she did not have that paperwork. She also called her office and they did not have any paperwork saying that they ever spoke to Overstock. Overstock apparently thought that once it got to my place that I would accept it anyway.
I called them and stated my issue and that I was going to refuse the product, now they're running around trying to find someone in the oversized department (I believe they're closed on weekends) to help me and to contact the delivery person before they arrived. So why wasn't it done prior to the delivery? In my opinion they are liars and can not be trusted.
Their main problem is that their regular department and their oversized department are not even on the same page. I don't even think within the departments they are either. Everyone gives you different information. Even when I was speaking to a representative, telling her that the delivery company just came to my door saying they needed paperwork to upgrade for white glove, she was still telling me that it was UPS that was delivering and that there's no such thing as white glove with UPS. I told her "ma'am, I just stood here speaking with the company. It was not UPS and they definitely have white glove service."
It annoyed me that she kept asking what was wrong with the item. If she would have taken a second to review all the notes that are there then she would have known what had been going on. And she wouldn't have continued giving me nonsense information. At this point, I will pay whatever extra it might cost to order from someone else. Overstock will not get my money. That's $600 that I can give to a company who has some type of consumer integrity. I would HIGHLY recommend others doing the same.
SALT LACE CITY, UTAH -- I ordered one item, a book about a fiber craft. After waiting several days, I received an email telling me that my order had been cancelled due to "an inventory error." The person I dealt with was sorry for the inconvenience and told me to just order it again, as it was available. I ordered and after several days the same thing happened. I contacted live chat on the site this time and this person was sorry too, but he said I could order it again. "So it's available then?" I asked. He assured me it was. This evening I received the third cancellation email. They were nice enough to offer me a $5 discount for my trouble, but I think not. I am through with Overstock.
NEW YORK, NEW YORK -- We ordered a $1400.00+ dining room set on 11/15. Read that oversized Items will take 2 to 4 weeks, but shipping info would be available in 3 days. Contacted Overstock on 11/23 as no shipping info avail - they would check and get back to me in 24 hours... nothing. Contacted Overstock on 11/28 - they would check and get back to me in 24 hours... nothing. Contacted Overstock on 11/30 and told them to cancel the order. SUDDENLY they became helpful.
Finally got a shipping delivery date of 12/17 (with a 5 hour window!) Took the day off to be there to receive. Delivery guys came, dumped the large box containing the table upside down (label side down) and left in a hurry - assembly was required, so I waited until my partner came home to help unpack the heavy thing and start to assemble. As we opened the upside down table box, we realized it was not a table at all... it was a headboard for a bed. Looked at the label on the box and it was a completely different name in NJ (we live in NYC). Called the delivery company to tell them they made a mistake...and they said we'd have to call Overstock.
THEY delivered the thing (taking up 1/2 my living room space) but would not come back to get the headboard to deliver to the correct person (CEVA is the delivery company - avoid them AT ALL COSTS). WE have to contact Overstock. We called Overstock this morning and they say we need to contact the delivery company... I convinced them that THEY need to work with the delivery company and get my table to me by 12/21 or cancel the order and give me a credit for the cost. Do not buy large items from Overstock!
SALT LAKE CITY, UTAH -- Before even searching on their site for a generator, I had sent a letter to the company stating that they always claim to have the lowest prices on an item and gave you at least a dozen individual cases where that was not the truth. The woman that replied to me stated that your "Best Price Guarantee" fixes that. As long as its the exact item, height, weight, not on promotion or sale... etc).
Now, a few months later, I have indeed found a generator on their site that works for us. I found it cheaper at Newegg.com and asked the person in customer service (chat) about it. He told me it didn't qualify as it was on sale. It wasn't on sale at all... Newegg states "a savings of: x-dollars" on their items but I said "fine", that I would keep looking.
I found another one on HomeDepot.com and initiated chat again with customer service. CHAT REFERENCE #**, with Ian. He immediately went to the rules on what was not covered, it had to be an exact item, not on sale, etc. I said that I already knew this from a prior chat and gave him the item number as well as the competitor's page. After a "hold" lasting quite sometime... Ian told me that even though it qualified, they could ONLY take off up to $100.00 of the NON COUPON (12% off this weekend) price AND that the $100 had to be issued in store credit!!!
This is not price matching, this is not "Best Price Guarantee." This is get MORE money out of the consumer by making her/him spend the money they saved... AT OVERSTOCK.COM!!!! This is wrong on SO many levels. It is underhanded and sneaky. I asked in advance three times, the rules... NO ONE ever mentioned this great little loophole they keep handy. Extremely disappointed. Honor the Price Match... period.
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.
FLORIDA -- Ordered a rug as a gift for my daughter - received tracking information. Tracked package, but UPS stated that Overstock.com needed to verify the delivery address (they had already delivered half of this order the previous day, so Overstock.com did have the correct address in their file) and instead of verifying the address, they canceled the order and had the rug returned to them (it was already in the state and correct delivery area) and said they would just send me out a new one which would take another 6 days. Not one person could or would give me an explanation as to why they returned it instead of verifying the address. Will never buy from them again.
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.
COTTONWOOD HEIGHTS, UTAH -- Waste your time buying off Overstock, by all means go and frustrate yourself with the online inconvenience that is Overstock. Failure to communicate honestly, clearly and timeously. The manner in which a sale is presented is not altogether honest. If I had been quoted an ETA to begin with, I would have declined to use this slow service. If they have legally presented themselves honestly, it would have to be obscure fine print because I didn't see any indication that I was choosing a more expensive delivery that pertains to local shipping (and I haven't been refunded for a useless option?!?). Fair warning up front, not an ETA after I have paid and the goods are despatched.
When I complained to Overstock that 18 days is ridiculous for an online purchase, this is 2016, I run an online business and even with African time, I still beat the likes of Overstock and they are based in the USA. AVOID OVERSTOCK. - Patrick M Byrne = Major Fail, talks the talk and runs with the money or bitcoin! They should be called OVER-PRICED... and they couldn't care less about your concerns... Charge top-dollar for a product, pay extra for a faster service and have to wait 18 days! My parcel has spent a week in the USA already, it should be in Africa already!!
And when I said that I had been tricked into a terrible service, they said they have done all they can and that's the end of the matter. Well, I will NOT be using Overstock.com... no way. They overcharge and they take forever to arrive. Terrible service - 1/10. They got one because they took my money real fast.
TEXAS -- I ordered a small item from Overstock.com, though not inexpensive. They sent it via UPS (which is another horrible story in itself). When I reported it late and, according to the UPS site unaccounted for over four days, Overstock customer service via email told me that after four days they would do something about it. I took on UPS (maybe my complaint should also be about them!) which was a terrible experience. They blamed Overstock.com for not downloading a shipping manifest. True or not, I received my package by own effort.
I communicated to Overstock customer service in an email that I was a first-time customer and would not be returning and inquired about the missing shipping manifest. They sent me this self-congratulatory email response that they had taken care of the problem by looking up the shipping information.They did not respond to my complaint or question, but patted themselves on the back for no effort whatsoever on their part and then told me I could contact them in 7 days if I had not been satisfied. I see other complaints on this site are very similar to my own. Buyer beware!