SALT LAKE, UTAH -- I purchased a $5,100 couch from Overstock based largely on the glowing reviews. I assumed a couch at this price must be a good quality since there wasn't a single negative review. Since we as consumers are buying these products site-unseen the reviews are a major factor in whether someone does/doesn't buy. You must trust the company you are buying from to be open, honest and ethical in allowing reviews, even negative ones, to be posted.
Overstock clearly is none of those things. I have attempted on 5 occasions to leave a review an honest, unemotional, review, each one was rejected. It is far worse to only allow positive reviews than it is to have no reviews at all. That is a COMPLETE misrepresentation of the products you are selling. My review spoke in detail about the quality of the product, from a very informed perspective and was rejected not once but five times.
They cited the fact I mentioned the shipping, which was out of their control, but every single positive review on their site currently for the product also mentions shipping but they let those get posted as they are 5 stars. I feel robbed and cheated in this whole process. This is purely unethical and I will go to great lengths to insure all potential Overstock consumers are informed about this practice of filtering out negative reviews. Buyer beware.
Additionally I called to try to cancel the order before receiving the shipment since the date of the shipment kept slipping out. The Overstock representative on the other end of the line convinced me to accept the delivery by telling me, repeatedly, that if I took delivery a manager would call me back and compensate me with a credit I could use on future purchases. They did not. I took delivery based on that promise, which they broke, and I ordered based on reviews that they have manipulated to misrepresent the product.
WASHINGTON -- I ordered the Lauren Grey canopy bed from Overstock.com with expedited shipping. Boxes arrived within a few days (it ships in two different boxes). I opened them to find one box was correct, while the other box was to a completely different piece of furniture!
I called to complain, and they did immediately refund what I paid for expedited shipping and said they would look into it. However, the next day I received an email saying the bed was out of stock, they wouldn't know if it would be back IN stock for over a month, and here's $30 of in-store credit to overstock.com...like I'm going to use that!
I was even more appalled at the dismissive tone of the email when I discovered that there is another Lauren Canopy bed that is *exactly the same* with the exception of a different colored headboard. I called to ask if they could send me the 2nd box for that one instead. I was given several days of run around, being referred to different departments and different people. Someone tried to tell me that just because two beds LOOK alike doesn't mean they have the same parts...I had to inform her that the beds did not simply "look alike," they were actually the same bed with the same model number.
Finally they agreed to ship those parts to me, and kept informing me that the "warehouse was working on it". I was told the bed would go out with expedited shipping. (Ironically, the original bed color had come back in stock while all of this was going on.) My bed shipped over a week after the original incident started and guess what??: No expedited shipping! Instead of 2 business days I was told it would arrive in 5-10 business days. I called to complain and they claimed that there was nothing in the notes about expedited shipping, yet it did say that RIGHT in the email chain that I was looking at from their customer service reps (I spoke to about 9 different people).
Overstock literally messed this up at every step of the way and I will never shop there again. Oh well, guess I'll never get to use my $30 in store credit.
Btw, still waiting on my bed.
I ordered five 4 packs of Axe deodorant to put into care packages for Christmas. Overstock sent me 5 individual sticks. Then, they said they will send the right amount out. They sent 5 sticks again, and closed the customer service complaint as "buyer remorse"! They have since changed the description of what I ordered. Even their customer service gave me a link to the exact product I ordered, copy and pasted the description into the body of the e-mail, but manipulated it to make it look like the description was for what they sent me. Bait and switch tactics, and bad customer service. DISHONEST!
Product Details said Lenovo laptop Standard Memory was 4 GB; Maximum Memory of 8 GB. A "Features" box at the bottom of the Product Details listing said "Computer Memory - 8 GB." The listing certainly implied that the version they were selling had been upgraded to 8 GB of memory, in which case it was the best deal I could find on Black Friday. Laptop received only has 4 GB of memory. As far as I'm concerned, they advertised one product and shipped an inferior product. They have offered to refund my money, but since the other Black Friday deals I passed on in favor of Overstock.com are over, I'm screwed.
If you can send me your order information at email@example.com , I would love to help you.
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!
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?
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 FAKE FAKE FAKE FAKE 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
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!
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.
I've used Overstock on several occasions but will not be using them ever again. I recently ordered two items from them. A back pack and a watch. My credit card was immediately charged but my order was "in processing" for almost five days when I logged int to my Overstock account. . Funny how the process to take your dough is almost instantaneous but the delivery of said product... not so much.
I was patient for a few days... then I finally got an email telling me that mu items were shipping(tracking numbers and all). One item shipped UPS and the other Fed-ex. Whatever, as long as I get it. Now mind you, I ordered with the hope that I would get my items about ten days. Sound familiar? The original arrival date was the 2nd of Nov. for one item and the 1st for the other. I was fine with the item on the 1st but I was not going to be here to receive the item on the 2nd. I then logged into see where the items where and I noticed that they still had not shipped. I talked to someone at overstock and told them the 2nd would be too late and since the item has not shipped yet that I would like to cancel the order. She told me that it was out of her hands and that I should contact Fed-ex. this made no sense to me since Overstock still had the item in the warehouse and the item had not shipped.
So I contacted Fed-ex and they were very helpful (as usual for them). The item was returned (once it was shipped) back to Overstock. I then contacted Overstock in regards to a refund and they told me it would be 3 to 5 days. No biggie. When I logged back in today to Overstock to see when the other item was going to be delivered I noticed that Overstock reshipped the item in question. Have no idea why.
I again contacted Overstock and explain the situation. I was told that the item is on its way to me (even though it was already returned once). At this point I was super frustrated. I was told that the item shipped out again because it was never cancelled. I told that I did cancel it and returned it. They admitted that THEY didn't cancel it.
I asked the representative (Geoff) how that could be my fault. He said it wasn't but that I had to returned the item again to get my money back. (Even though I had already done this once). He told me to contact Fed-ex to see what they could do. Frustration factor is very high by now. The guy at fed-ex couldn't do anything cause Overstock uses a Smart-post system. So the post office will deliver my item to the usual spot where I get my mail. So its not Fed-ex delivering but the mailman.
Great! So the mailman will just leave the box outside. Its happened before and I'm sure this time won't be any different. Since I'm traveling for the next two months I won't be able to return it. So I'm stuck with something I don't want and those jerks at overstock have my money.
Don't use them unless you absolutely have to.... and then use another vendor. They are inept and horrible at customer care. I just happen to google "overstock customer service" and got a ton of negative reviews from various websites.... should have done this before I used them.
I recently bought a decent sized order (approx. $360 worth of clothes) from Overstock.com and both jackets I had bought were too big so on the same day I received the order, after trying the jackets on I sent them straight back in the exact same way I had received them - in the plastic coverings and tags still attached.
After speaking to someone on their online chat, I was told I had to send the jackets back in 2 separate boxes - although they had sent the entire order to me in one box! I figured it was a little strange but since they were paying for the return shipping, I wasn't that bothered about it because it didn't really inconvenience me.
Anyway, I waited over 2 weeks for any sign of a refund and today received an email stating they would only be refunding half the amount of one of the jackets I had bought. (The jacket cost $74.99 and they offered me a $37.50 refund) so it was back to the live chat for me!!
I queried why they were only giving me half of my money back and was told that the item had been used OR been opened. Which one they could not specify!! But I am assuming that its because I opened the plastic covering to try the jacket on.
Anyway, after explaining that I had returned it as I received it - with alls its tags still attached and neatly selo-taped back in the plastic covering. I asked their representative how you are supposed to try the clothing on if you cannot even take the item out of the plastic covering?! This seems very ridiculous to me!
I did not get a response to my question.
I assured the representative I did not rip or damage the plastic covering in any way and the representative just said they would pass my complaint along to their 'Specialized Customer Service Department' and they would be in contact in 1-2 days.
I am absolutely disgusted with Overstock.com as this seems to be somewhat of a scam to try to make more money out of people. In effect, they are trying to charge me $37.49 for a plastic bag which would normally cost less than a $1!!!!
I will NEVER use Overstock.com again if this is the kind of scams they are pulling on their customers and after reading hundreds of similar reviews, I know I am not the only one. I am absolutely disgusted and only wish I had read the reviews first, before buying anything from these scam artists!!
DON'T USE OVERSTOCK. COM!!! THEY WILL SHAFT YOU ANY WAY THEY CAN TO GET YOUR MONEY!!
After MANY emails and phone calls of complaint to them, Overstock.com has kindly decided to refund the total amount due back to me, not just half.
I am guessing they rely heavily on most customer's apathy and inaction in these types of situations because I know if I did not complain as much as I did, if I didnt speak up I would not have got all of my money back.
Anyway, I am very pleased with the overall outcome
MISSOURI -- Please see the following email sent to my mother for a return on shoes she sent to me as a gift that did not fit.
We received your return for the Circa Joan & David Jude Women's Leather Moccasins . A credit in the amount of $17.00 was issued on 3/12/08. This credit will reflect on your account in accordance with the timeframe established by your card provider.
A breakdown of your refund is shown below:
Item price: $ 33.99
Original Discount: $ -00.00
Return Label Cost: $ -00.00
Open/Used Item Fee: $ -17.00
Total Refund Issued*: $ 17.00
*Original shipping is non-refundable.
An open/used item fee has been deducted from your refund because the shoes were dirty. For questions regarding our return policy or for additional assistance, please click here to visit our online Help Center.
Thank you for shopping with Overstock.com.
Customer Care Returns
Please see reply e-mail I sent...
Dear Overstock Customer Service Rep,
This is absolutely ludicrous! Those shoes were not worn or used in any sense of the word. Pictures were taken of those very shoes, box and all at the post office prior to mailing them to your facility. This is something I thought would be in my best interests when I heard a friends horror story about a return fiasco with your company Overstock.com.
How is someone to know that a product they purchased on-line is or is not the product they purchased, shoes in this case, without opening the box? Please explain this to me?
If a full refund is not approved for this return, you will see my reviews on your return procedure and horrible customer service on every review for every item you have on your website, Overstock.com. I will make it my daily amusement to ensure that your on-line consumers browsing with Overstock.com be wary and proceed with caution due to the Overstock.com return 'policy':
"Don't open that package, unless you the consumer only want half of what you paid for it refunded back! Regardless if you used it or not! And you can forget about being reimbursed for shipping it back to us too! We will just resell this product over again and do it to someone else."
I think I like the mantra 'And then some better' but who am I just someone who tried purchasing some shoes. That was obvious to the four (4) people in the room did not fit my foot as soon as they were pulled from the box!
Not to mention the other sites I will voice my concern on. I know you are merely a Customer Service minion but I would suggest that someone get this into the hands of someone that can do something about getting the full refund within the next 7 business days, including shipping which was $9.75.
In seven days without a full refund and return shipping, I will contact Consumer Reports, I will contact the on-line BBB, I will contact my local news in St. Louis, MO, I will place a nice long babbling conversation on my blog of how my mother was taken advantage of by Overstock.com, just because she was trying to be kind and purchase a gift for me. Oh and hello You-Tube!!!
So, I would simply ask you to rethink the condition the product really was in when 'inspected' by your Overstock.com staff (shoes, in a box for Christ sake)