I had recently moved and updated my billing address for an order, but had failed to update my shipping address. The products I ordered shipped to the old address. I contacted Overstock.com through the chat function. The CSR explained what had happened and that the products had actually been delivered to the old address. I asked about options and we discussed several.
After realizing that there were no good options and because this was my fault, I assumed that I would have to work with the new owner of my old house to get the items. But no! Overstock went above and beyond. They re-ordered the items for me and shipped them out to my new address. This was such a delightful surprise and they really were kind through the process. I am duly impressed.
NY, NEW YORK -- I have been very happy with Overstock.com for 10+ years. Not happy now. On 3/13/15 I tried to place an order for a dress and shoes etc. After keying "submit order" instead of the usual order confirmation and tracking information received a strange error message that told me they were having a problem and to try back later.
So, several minutes I tried again. Same error page. Later on my 4th attempt 48 hrs later I tried again after instant messaging customer service I was told to reenter my shipping address?? I did so. Since after each failed attempt to place an order, my shopping cart was empty I had to re-enter the items. I was finally successful on Sunday 3/15/15 but decided to limit my order to the one dress, omitting the other accessory items. I was tired of going through the pages selecting items! I got sent all orders! 5 duplicates dresses, double shoes, unwanted accessories! Still waiting to hear from Overstock! Sending stuff back as it arrives! Huge charge for their mistake.
PARROTTSVILLE, TENNESSEE -- I ordered a couch on January 23, 2015 on Overstock.com. I understood that because it was oversize, it would take some time. I followed up in early February via chat, and was advised my couch would be shipping on/about February 13, 2015. I continued to check my order status and it still continued to be "processing" (as it is as I write this review on 2/21/15). After contacting OS again about this order and indicating that if it was not shipping in 7 days I wanted to cancel, I was contacted (2/19/15) by Jasmine who advised she would be the point person on this order. On 2/20/15, I received a bill for the order.
I contacted OS and advised I would not pay a penny until the order AT LEAST shipped out of the warehouse/mfg. OS had me call 2 different numbers, neither CSR could help, and referred me back to Jasmine. At this point, I'm so angry I'm not sure what to do, but I want others to know what to expect from OS customer service!!!
Bought dining chairs that were a good price and advertised as wood. They fell apart. When I called I was told I should have bought insurance. Never heard of a store saying that when their product falls apart. Maybe Overstock makes all their money on insurance. Then I decided to write the president of the company. Okay, so maybe I didn't expect 14 new chairs, but I expected a courteous answer at least. Nope. Computer-generated pablum.
Ordered an item for a birthday gift. It was supposed to arrive by Nov. 30... It didn't. Contacted customer service and was told it can take 10 days AFTER the quoted delivery date. What kind of company posts one delivery date fully knowing that it may or may not be hit? Horrible experience. Horrible company. Horrible customer service. How are they still even in business?
I received a quilt that I ordered. From the picture that was online, the quilt appeared to have a white background. It was off white or light beige. Trying to return online, it was stated that I would suffer a $11.08 return fee. I phoned customer service and my representative (Tanya) couldn't have been more pleasant. The fee was waived and I'm a happy customer.
I ordered an outdoor sofa and the wrong color was delivered. I rejected the item on the spot and had the delivery guy take it back. It took days to get a response to my calls and emails to Overstock.com. More than two weeks later I still don't have an update on when the correct sofa will even leave their warehouse, let alone, when it will arrive. By the time the right sofa arrives, summer will be over. Of course, I have already paid for the sofa.
CALIFORNIA -- They sent the wrong product than what is pictured or described. It cost me money to send it back and would not refund cost. It took weeks for the refund but would not refund shipping. The Google guarantee was totally useless as the website for help was a site which simply looped you back to the first page. Will never again buy from Overstock.
I ordered the Asbury console table made from fir. The legs are acrylic material and the color is a really an ugly gray color. The top of the table split. It is a piece of trash and I paid $216.00. I don't recommend them and I'll never order from them ever.
WOODBRIDGE, VIRGINIA -- I have ordered a lot from them. When everything is ok, then you are lucky. However, when something is damaged, it took four months of emailing back and forth trying to replace the item and finally they closed my case without exchange my bean bag. They give you the hardest time exchanging your items that finally you will give up. You have to press your luck ordering from these people. NEVER AGAIN!