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!
NEW JERSEY -- Order date: September 6th, 2015. Order Number: **. I ordered a coffee table (Anjin Enzo Contemporary 2-tone multi-storage coffee table) with Brand of "Furniture of America" from Overstock.com. I received the parts a week after placing the order, just to realize that there were missing parts, without which I could not even start the process of building the table. When I registered a complaint with customer care of Overstock.com, the gentleman named Kade promised that I would receive USD 50.00 as compensation and that the parts would be replaced at the earliest.
What happened next... guess what!!! I get an email mentioning that the order for missing parts for "Altra Carson End Table" has been placed and I shall hear from their customer care in 2 business days!!! So wrong parts ordered for wrong product and not a mention of the refund!!! When I called customer care again to confirm what's going on, I hear that there was no refund promised or registered in system. Also, the parts were wrongly ordered as I had guessed. They corrected it in their system (apparently.... let's see what email I receive next from Jessica) and there was NO promise for any compensation....
This is not the first time Overstock.com has messed with the delivery of parts for "Furniture of America". Just a few days earlier, my headboard that ordered from Overstock.com had parts with holes drilled in wrong places. They finally had to send replacement parts which arrived after 8 days of complaining. NEVER AGAIN any order from OVERSTOCK.COM.
CALIFORNIA -- I looked at a slim, sliding piece of storage furniture on EBay's site; I could not find any reviews so I ordered it. THEN I found the reviews, which were of great concern to me. Within an hour after I ordered the furniture I notified them to cancel it. They proceeded to ship it and then wanted me to pay shipping charges back because I had "buyer's remorse" - despite my real reason for canceling it. It's particle board so it will cost a fortune to send back or I'm out $129.00+. I will not buy from Overstock.com anymore and you shouldn't, either.
CALIFORNIA -- I ordered a couch and the quality was horrible. It looked like craft store felt stretched over cheap pieces of pressboard. Within 2 days of receiving the couch, I requested a return. That was on August 12, 2015. For the last 3 weeks, the Overstock Customer Service has been giving me the run-around via email. I've called, I've emailed, been nice, been coaxing, been irritated, now I'm downright MAD.
This couch is sitting here taking up space. I purchased a new couch and I don't have room for it. If, by Friday, the couch is NOT picked up, it will sit in my driveway until the truck decides to show up. I will not be responsible for damages or theft nor will I be paying for the couch. I DEMAND A CREDIT! I suggest a supervisor or someone who can make decisions, contact the freight company and contact me ASAP. This is the worst customer service I've received in a long time. Shame on you Overstock!
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!!!
SALT LAKE CITY, UTAH -- I bought 4 chairs from Overstock. The chairs came with no hardware. When I let them know, this was their solution: They would send me another 4 chairs, I would open the box and remove the hardware, and then I would have to repack the chairs and haul them to the post office and mail them back. When I didn't agree to this, they instead credited me a whole 20 dollars. I now have 4 useless chairs in pieces and am out the money I spent. This company is a huge rip-off, and their claims of great customer service are completely untrue.
I had ordered items from Overstock.com when they were new and was really happy with the quick delivery, good prices and quality of product. That has obviously changed. After not receiving any notifications on my order, I realized that instead of Gmail on my address it said Gmail. I contacted customer service to fix this and after a half hour of dealing with Theresa, who did not have a good command of the English language (she kept offering to e-mail an link to me so I could fix it), did not understand that I would not get the email!
I demanded to speak to her supervisor. I fixed the problem, but then when it came to the larger issue, of why after 12 days my rug had not arrived, he offered to put a trace on it and reorder at no additional cost to me! "Of course there would be no additional cost," I said, "It is your mistake!" This rug was supposed to take 5 to 7 days. I am not happy with Overstock.com and will not use them again.
SALT LAKE CITY, UTAH -- Beware return costs - even if overstock.com makes the mistake, you are out of pocket!! I recently ordered bed sheets from overstock.com through eBay; they shipped the wrong size. When I contacted overstock.com, the response was talk to eBay. eBay finally gave approval to return the incorrect item for refund; when I asked about the cost of shipping the incorrect item from Canada, overstock.com said it was nothing to do with them, talk to eBay! eBay told me it was not their problem, and that I had had a choice on whether or not to send the item back - no choice if I wanted any refund!!!
End result: overstock.com sent me the wrong item and I had to pay for the privilege of returning it so that could obtain a refund! Initial purchase cost $125 (refunded by eBay); return shipping $27 - my expense!! No accountability & no consequences for "bad behavior" = poor customer service!