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.
I ordered a sheet set from Overstock. When it came, it was pitiful quality and I immediately called them and packaged it for return within an hour of arriving at my home. They charged me $11.80 for the return of a $33.75 transaction saying there were black stains on the sheets when they received them. This is an absolute lie unless they were on them when I got them. I know this is a small thing but I do not think they are a reputable company and will not deal with them again.
I bought a console table for $269.00 dollars. The marble top was not anything close to the color in the photo so I have to return it. I am being charged a $50.00 restocking fee and I have to deliver the 80 lb table to UPS. Unlike Amazon, O.co will not pick up. O.co advertises "free shipping and easy returns." This return is, obviously, expensive and difficult.
Overstock.com sent me a completely damaged patio umbrella that I paid $258 for. The metal was actually ripped apart on the pole. It was severed in several places so it was knowingly sent damaged by the company. This is the first and last time will do business with this company. They did reimburse me for the product, however, I had to hold it on my porch for 10 days for a pickup which never came then had to dispose of it myself.
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.
This is what $1,146.99 gets you at Overstock… I ordered a couch through Overstock on 01/02/15. Now I know what BigO means because I've been sitting here wondering “O” where is my couch. It's 02/05/15, and the couch just arrived. I called multiple times to understand why shipping was taking so long in the past weeks. Incremental weather. Finally, yesterday the shipping company called and said they would contact me tomorrow about delivery. I said "at what time?" The lady on the phone kept just saying tomorrow.
I ask her about the "4-hour-delivery window" and she rudely responded that "yea we have a four hour delivery window" and continued to prompted me that they would call 20 min before arrival “sometime" tomorrow without providing any indication to what time that would be. I tried to communicate that I would be at work all day, and that I work 20 min from home, and if she would provided a bigger indication of what time it would be delivered. She finally agreed that they would call a whole 30 min beforehand. Still no window. So frustrated, I agreed.
Today, I got a call during an important meeting. The gentleman on the phone said "we are with the shipping company, and we are 20 min out from your house." Seriously? Anyhow, I dip out of the meeting rush back to the house, sign for the package and head back to work. I just got home, pulled the couch out of the box, and there is a foot sized hole in the bottom of the thing. This is the worst experience I have ever had with any company. As a high ticket item, I would expect much better service. The couch was only being shipped from within the US and took over a month. It shows up damaged.
I just called to inform Overstock. The customer service representative never even said sorry. He just asked me, "would you like to return for full refund?" I told him I would like a replacement couch, but not if I have to wait another month to get it, so I'll take full refund. I posted my experience and share with friends and family in hope that people will shy away from contributing to a company that has no respect for its consumers and pitiful customer service. Would think I ordered a couch from Comcast.
PENNSYLVANIA -- I have been an online purchaser for a long time and I stick with my regular and reliable stores, rarely do I buy from Overstock.com but on this occasion there was this bed I wanted. Well the large bed headboard was sent in packaging only fit for a pillow, so inevitably the package was very damaged, a whole corner broken off and two large cracks in the top. Terrible, but it happens and that's why there is returns assistance... or so I thought.
First my returns submission vanished, then customer service insisted that I return the 3 heavy boxes to a UPS store by myself (already helped the UPS driver bring them in as he came on his own and they were too heavy). Then they told me I wouldn't be refunded for up to 2 weeks, then they told me I would expect a home pickup one day in the next 2-10 days which suggests I stay home every day. This was disgraceful and everyone else who goes through this must stand up to them. Finally they agreed to refund the money in 1-2 days and an inspector might be out within 10 days to view the damaged item, I got this in writing from 2 online chat agents.
Needless to say they lied and I have no money and just a broken bed... The fight continues, do NOT buy from OVERSTOCK. So refund promised today, didn't arrive today... so guess what, back on to customer service and again they extended their time frame and guess what... it''ll be in my account tomorrow... again!!! So I asked them where I get my lawyer to contact and she just ignored the question, I repeated it time and time again but she ignored it. So finally I gave up and said I guess I'll have to find out where my lawyer contacts by myself... still no refund.
I don't want a smashed up bed, I want them to take the bed back and refund my money... guess what, they just ignore everything I say or ask. Overstock has turned into a scam!