Overstock.com has horrible customer service.
SALT LAKE CITY, UTAH -- I ordered an area rug as a gift for my mom on 10/10/05. I promptly received a confirming email saying that the rug had been shipped to my mom. When she hadn’t received it by 10/21, I contacted Overstock's customer service department. I was told, “We’re sorry, but we oversold that rug. It was never shipped.” I thought it was poor communication on the part of Overstock.com that I didn’t find out the rug was never shipped until I called on 10/21, but that was only the beginning of the ineptitude that I would encounter.
When I found out that Overstock had never sent the original rug I ordered, I ordered another rug on 10/21. When the rug arrived, I was extremely upset to find that it wasn’t the rug I had ordered. The rug I ordered was both depicted and described as a cream colored rug with flecks of gold thread. The rug my mom received had an irregular pattern of gray and salmon colored squares. It was obviously shipped in error.
I placed a telephone call to Overstock.com to initiate the return on 11/30. I explained the situation to the customer service rep, Matt, who connected me with a manager. The manager said a return shipment voucher would be mailed to my home address for free return of the rug. She said I would receive the voucher within 10 days.
The voucher never arrived so I contacted Overstock.com again on 12/10. This time, I had an email exchange with a customer service rep named Alonso. Alonso verified the communication I had with Overstock.com, and said that an email voucher would be “expedited” to me, that it would be sent to my email address within 7 days.
The email voucher never arrived. I had an email exchange with a customer service rep named Ashton on 1/18/06. After the usual round of me typing in the whole history of this experience, and Ashton typing in over and over the Overstock.com customer service mantra of, “We’re sorry to hear that,” Ashton informed me that the rug would not qualify for a free return shipment voucher. He ignored the fact that the rug was shipped in error, and instead said it didn’t qualify for free return shipment just because the rug didn’t look like the website picture. I explained that not only did the rug not match the website picture, it looked NOTHING like the rug on Overstock's website, and was obviously shipped in error, which was definite grounds for free return shipment. Ashton said he would forward the problem to a mysterious sounding “Information Research Team,” which would respond to me within 5 business days. I told Ashton that, at this point, I had no faith that I would ever hear anything back from the Information Research Team, and asked him who I would contact if I heard nothing. His only response was, “You’ll definitely hear from them within 5 business days.”
Well, 24 business days have now passed, and I have never heard anything from the potentially non-existent Information Research Team, but Overstock.com has filled my email inbox, several times a week, with mass mailings of clearances, low shipment fees, etc. I am so thoroughly disgusted with Overstock.com. I order the majority of items I purchase on-line, and have NEVER run into a situation like this.
Buyer beware! I would never order anything from Overstock.com again, and advise others to shop elsewhere.