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.
I ordered king size bed from Overstock.com and waited more than four weeks to receive my shipment. At the delivery day, the time of delivery supposed to be between 11am to 3pm, and I was told I will get a call 30 minutes before arrival time... no that never happened! I took time off from work 4pm. Still no call or no delivery. I called the delivery company after half hour later I was told they are running late, they will be there soon. Now 5:30 the delivery man shows up, we ask them to open the box for verification before they leave because that's what Overstock told us to do, no! They say no they don't do that, they are just here to drop off the boxes.
We signed their delivery form without knowing what's in the box... We start opening the boxes now we are missing all the screws and pins to put the bed together, the manual/instructions, and the head board of the bed. We aren't sure if we have all the pieces because we don't have a manual telling us what should be in the boxes. When I called overstock.com they told me they will get back to me in two business days. When I asked to talk to a manager I wasn't able to and when I asked to talk to the corporate I was told they don't have a phone # they only have email... 45 minutes later still no one to answer my question why I was missing part of the bed.
I went online and searched for corporate # and called the # finally someone sounded like they will help me... Boy!! I was wrong! The next day the gal called me back to tell me I should have everything and that to check all the pieces. The delivery company don't have it. Then she tells me they don't have the items I'm missing in stock any more. She said they can return everything and will give a refund! At this point I am very frustrated and upset.... I have removed my old furniture and empty my room and purchased new staff that matches this bed and she is telling they don't have the item any more.... there is nothing they can do.
At this point I don't trust anything they say I'm actually worried if they are going to pick up the staff and give me a refund. The gal told me she will call me back some time today to let me know when they will pick the staff and give a refund. I went to their website and the bed is available it is not out of stock! I'm so disappointed! Such a horrible customer service!! O.com doesn't care about customer satisfaction they just want get you off the phone and out of the way! They don't care about losing customers. I advise anyone not to make a mistake purchasing anything from them.
This is the first time in my life I am posting compliant online. I am very disgusted about the treatment I received by o.com!
ANYWHERE, MISSOURI -- Let the Buyer Beware! (Austin Reed suit): Overstock.com represents this product with a picture of an American made Austin Reed suit that retails for around $600 (I recognize the suit pictured, as I own one in another color). The suit they send is a Chinese made version that sells elsewhere for around $300, with different lining and different label. (Check the inner pocket and lining as shown in the pictures. The suit they sent to me had a silver-grey lining and a different label.) My attorney called this false advertising and fraud, since it shipped across state lines.
The suit itself (not the lawsuit): The suit was poorly constructed and of thin material. It weighed around half the weight of my other Austin Reed suit (the American made version, bought locally). It did not arrive in its original packaging, and was in fact balled up in the box, and hung on a hanger which advertised a competing brand. I hope potential shoppers read this and understand not only that the suit they will receive is substandard and made in China, but if they still decide to purchase this suit, that they also understand that after adding $60-$100 for tailoring, this is no bargain in any sense of the word at the Overstock price.
Customer service: After many emails back and forth with Overstock's representatives, who first tried to send me another Chinese suit, then another pair of pants (because they couldn't comprehend the written word, I can only assume), their only solution offered was to return the suit. I did so after taking pictures, as my attorney recommended. (There will be no further discussion of this, as the issue is not yet resolved.) After the suit was returned at their request, Overstock offered to refund the purchase amount, but not the shipping cost, and had the gall to add a charge for return shipping in an amount almost three times the original shipping cost.
Needless to say, "that ain't going to fly". Conclusion: I have dealt with many online vendors from Amazon to Zappos, but never had such a poor customer service experience, nor felt cheated by the seller. I will continue to shop from A to Z, but will skip over the "O" from now on. I will not be shopping Overstock.com ever again, and will not recommend them to my friends, or to anyone reading this review. P.S. I should have checked their stock performance first (OSTK), as it seems it has been falling rapidly (60%!) this past year. I do not wonder why.
Just a heads for those that are not aware. Overstock.com is overcharging consumers that are purchasing internationally. I first noticed this when I decided to change my local to the USA from Canada. My cart dropped from $375 Cad to $300 USD, this appeared to be too large a change for current exchange rates,1 USD = 1.03660 CAD. I was able to locate an option on the Canadian side to be able to purchase my order in USD. When I compared my US cart to my Canadian International Cart there was a $50 US price difference in the two carts. This is just the carts before any taxes, duties, or shipping charges are added on to each order.
Doing some basic math I was able to determine that Canadian customers are being charged a 24.7% premium over what US customers are charged. To make sure it was not only Canadians I also checked ordering from the UK in USD and they were being charged a 26% premium. I was prepared to purchase from them before I found out about the premium they charge for international customers. Other online retailers allow international customers to order without being overcharged just because they outside of the country (Amazon, Martin and Osa are two I can confirm) ship to Canada and Internationally without charging premiums.
I post this as a heads up for anyone considering purchasing from Overstock.com internationally so they know that they are being overcharged.
BALTIMORE, MARYLAND -- This is the online "help" chat I just experienced:
Welcome to Overstock.com's Customer Service Live Chat! You will be joined with a chat representative as quickly as possible. (Less than 2 minutes)
Welcome to Overstock.com Customer Service, you are now chatting with Anderson.
Anderson: Thanks for visiting Overstock.com. This is Anderson, how can I help you?
you: I was just going to order a Garmin 550 gps and I happened to froogle it and found it for $100 less on the compuplus.com website.
you: then I read your low price "guarantee"
Anderson: I'll be glad to help you with your concern.
Anderson: To help you better, can I have your order number or email address please?
you: that if I CHOOSE to purchase it from you
you: for $100 more
you: I MAY BE ELIGIBLE to receive the diffwerence as a store credit?
you: THAT'S LUDICROUS
you: are you there
Anderson: Just to reconfirm, have you submitted your order?
you: no, luckily I did not...or I would be furious.
you: but I was ASTOUNDED to realize your low price guarantee is meaningless
you: I always believed you had the lowest price
Anderson: Let me help you that.
you: a few dollars off I could understand..but $100???
Anderson: Can I have the catalog number of the item you are referring to?
you: Catalog #: $799.99 $239.99 $560.00 (70%) 10480943
Anderson: Are you referring to the 'Garmin StreetPilot c550 Automotive GPS System' for $239.99?
you: compuplus has it for 159.99
you: and $25 off for using online banking.
you: their shipping is 14.95 yours is 2.95
you: they do not chg sales tax to MD either
you: you do.
Anderson: We do have a Best Price Guarantee policy.
Anderson: I'll provide the steps to claim for the Best Price Guarantee.
you: its identical mdse brand new in stock
you: I should pay you $100 more
Anderson: Please click at the Best Price Guarantee logo at the product page.
Anderson: Just below the 'Best Price Guarantee' logo, you can find the link that states as "Found it cheaper?Let us know."
you: for a $100 gift certificaTE?
Anderson: Please click at that link that says "Found it cheaper?Let us know."
you: THAT'S CRAZY
you: I did
you: and its CRAZY makes no sense
Anderson: As you've not yet placed the order, please select the option as "NO".
Anderson: A 'Best Price Guarantee' form will pop up.
you: pay $100 more
Anderson: : Just fill that form and submit it.
you: and MAY BE ELIGIBLE for difff in store credit
you: I did already
you: no one responded to me
Anderson: Our Specialized Representatives will check it and update the correct prize in our system.
you: I wanted to do biz w you.
Anderson: Could you let me know the model number of the GPS in compuplus.com website?
you: yes hold on..
Anderson: I'll standby.
you: Garmin StreetPilot C550 GPS Navigation System - 010-00522-00 Model # 0100052200 Receiver: New high-sensitivity WAAS-capable GPS receiver by SiRF Display: Automotive-grade, sunlight-readable, anti-glare TFT LCD display, 2.8"W x 2.1"H (7.2 x 5.4 cm); 320 x 240 pixels, with touch screen
you: Garmin StreetPilot C550 GPS Navigation System - 010-00522-00 Model # 0100052200 Receiver: New high-sensitivity WAAS-capable GPS receiver by SiRF Display: Automotive-grade, sunlight-readable, anti-glare TFT LCD display, 2.8"W x 2.1"H (7.2 x 5.4 cm); 320 x 240 pixels, with touch screen Click for Price Average Customer Rating: 4.58 out of 5 Item is brand new and in stock
you: Comp-U-Plus low price: $159.99 We occasionally sell our products at prices lower than the Manufacturer's Suggested Retail Price (MSRP). When we do, we can only display our sale price here. You can expect tremendous savings when the product you're viewing does not display the advertised price. Comp-U-Plus low price: $159.99 We occasionally sell our products at prices lower than the Manufacturer's Suggested Retail Price (MSRP). When we do, we can only display our sale price here. You can expect tremendous savings when the product you're viewing does not display the advertised price. We occasionally sell our products at prices lower than the Manufacturer's Suggested Retail Price (MSRP). When we do, we can only display our sale price here. You can expect tremendous savings when the product you're viewing does not display the advertised price.
Anderson: The Model number of the item in our site is Street Pilot C550.
Anderson: To satisfy the Best Price Guarantee credit:
Anderson: The product must be purchased from Overstock.com.
Anderson: The product must be the exact same make, model, and color purchased at Overstock.com.
you: GARMIN STREETPILOT C550 GARMIN STREETPILOT C550 GPS NAVIGATION SYSTEM - 010-00522-00 See Full Description Item is brand new and in stock Usually ships in 1-2 Business Days 2 million satisfied customers since 1993 15 years of internet sales 100% customer satisfaction guarantee All items factory fresh with a full USA warranty 30 day money back guarantee Click For Lowest Price Tell a friend GARMIN STREETPILOT C550
Anderson: The merchant offering the lower price must have the product currently in stock.
you: they do
Anderson: The online merchant must be an established site, as determined by Overstock.com.
you: they are established
you: they have a 5 star rating
you: with over 10,000 customer reviews
you: Item is brand new and in stock
you: this is all cut and pasted from their site
you: identical model in stock brand new
you: that I was ready to order from you NOW
you: but id be a fool to order it right now..when your total comes to $100 more
Anderson: I do understand that.
you: I feel foolish even notifying you..but id hope you'd assure me of a match..because I will tell others of this incident..
you: or even cut and past this chat in someones blog regarding overstock..
you: I'm not threatening..
you: but this is not like a $5 deiff in price
Anderson: I'm sorry you feel this way. We do have 'Best Price Guarantee' for the items listed on our website, however, you can fill up the form for it only after you have purchased the item from us.
Anderson: If you would like to purchase this item now, I can help you with $25 discount on it.
you: 25 off what your price?? or 159.99??
Anderson: Yes, I'm offering $25 off our price.
you: they offer $25 off their price for purchasing w an on line check.
you: so I think I will copy and paste this chat around the web..and let other potential buyers see your policy.
you: and this is nothing against you personally...
you: its OVERSTOCK>
you: boy I was fooled, all these years
Anderson: I'm sorry for any inconvenience this has caused to you. If you would like to purchase this item now, I can help you with $30 discount. If you think this item can qualify for our Best Price Guarantee credit, you may apply for it (after purchasing the item).
Anderson: You'll still be charged $239.99 for it (on our website).
you: I am going to post this chat around the web..and I will wait to hear from your so called "pricing representative" I'm xxxx xxxxxxx my email is email@example.com
you: I'm for real....and not a random idiot.
Anderson: I'm sorry, if you feel in that way.
you: when I order shoes from zappos
you: and find lower..
you: they immediately credit the difference to my credit card
Anderson: Please click to view more information on our Best price Guarantee policy.
you: PLUS 10%
you: that's a guarantee..
Anderson: Overstock.com guarantees that our prices are the lowest you'll find anywhere online. You'll know you're receiving the best deals available on thousands of quality products.
you: yours is just jibberish and doubletalk
Anderson: And if you happen to find a better online price out there, and meet the qualifications listed below, we'll give you the difference.
you: I have found it
you: and cut and pasted every detail
Anderson: You can fill up the form and submit it.
you: and you can see it for yourself
you: but unlike zappos
you: you do nothing
you: but suggest that I pay your price..then submit
you: and be at your mercy.
you: that is not good business
you: it borders on unethical
Anderson: Once you place the order, you can claim the 'Best Price Guarantee' .
Anderson: Our Specialized Representatives in the 'Best Price Guarantee' team will review your request and contact you with a response in 4 business days.
you: lol I can order now from compuplus and the unit will SHIP in 1-2 business days!
you: this is going to be very comicaL READING..WHEN POSTED...
you: BUT I SINCERELY THANK YOU FOR EXPLAINING YOUR POLICIES AND GUARANTEES
Anderson: If you would like to purchase this item now, I can help you with $30 discount.
Anderson: If you think this item can qualify for our Best Price Guarantee credit, you may apply for it (after purchasing the item).
you: I appreciate your offer..and you have been very polite w me and thorough in defining your companies policies...
Anderson: Shall I help you in placing the order with $30 discount now?
you: I will decline that generous offer, under the present circumstances as per the difference in pricing...
Anderson: Please let me know if you've any additional concerns.
you: it still amounts to about $65 more.. no that will be it...and again I thank you for your time.
you: I will cose this window after having cut and pasted to notepad.
Anderson: Thanks so much for shopping with Overstock.com. Have a great evening.
Chat session has been terminated by the Overstock Service representative.
I've used Overstock on several occasions but will not be using them ever again. I recently ordered two items from them. A backpack 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 my items were shipping (tracking numbers and all). One item shipped UPS and the other FedEx. 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 FedEx.
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 (**) 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 FedEx to see what they could do. Frustration factor is very high by now. The guy at FedEx 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 it's not FedEx delivering but the mailman. Great! So the mailman will just leave the box outside. It's 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.
Having been a customer for many years I was surprised I could not order Monday from Overstock.com. I had just recv'd an order late June and a coupon on 6/30/08. So, I chatted when the site said my email was invalid. The rep told me I gave her the wrong address. I said "no, I've had it all this time." I got nowhere except she did tell me what they changed it to. So, I accessed the account trying to change it back, that did not work. Worried about ID theft I called. The lady said she could help but then system would not let her make changes. She confirmed my phone and said she would call me that afternoon after management worked on it.
Nothing two days later. I went online to check again, says invalid email. A pop-up asked if I wanted to chat, so I asked Carley today. She has all my info and of course as typical ask for it again only to tell me she did not see a change. I asked if she knew if someone would call me back, they had not in two days. She then tells me there is a note that they emailed me (mind you to the address they have been told repeatedly, I do not possess and they have the old one, somewhere) to let me know the address was invalid (I guess only to them given I get email and place orders elsewhere.).
Carley said I need to my provider and have them change it. She says it is still thy way it was changed by them, they dropped a character. I do not understand given the site policy said I was responsible for my address how anyone there could just decide to change it. Not to mention, why not just notify me along with that ad. Just say it will no longer be valid. No they just changed it and now expect me to get my provider to match it?
So, I wonder, who is getting those emails? Who has access to my account, my info? Carley told me to check my spam filter, I did, many times prior and then. BUT, more importantly I had checked hoping they had fixed it. How can you filter the wrong address? So, needless to say I am disappointed, upset and mostly baffled that they would/could do this and think no big deal.
Worse, I just went to the general help section to ask again about my privacy, ID theft concern over this and to get help. It's just not over (I clicked where it says to ask without login since it won't let me). And it not only took my supposedly now invaild address it sent me that auto reply stating they recv'd it. So, if this happens how come they not only changed my email but did not contact me prior? Or since? It can't be too invalid if they can generate a reply. I just don't get it, whatever happened to service, consumer value and overall worth in business and policy.