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1.5 out of 5, based on 33 ratings and
163 reviews & complaints.

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Worst Customer Service Ever...Kafkaesque
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I've used Overstock on several occasions but will not be using them ever again. I recently ordered two items from them. A back pack 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 mu items were shipping(tracking numbers and all). One item shipped UPS and the other Fed-ex. 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 Fed-ex. 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 (Geoff) 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 Fed-ex to see what they could do. Frustration factor is very high by now. The guy at fed-ex 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 its not Fed-ex delivering but the mailman.
Great! So the mailman will just leave the box outside. Its 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.

     
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Anonymous on 10/30/2010:
Franz Kafka's dying wish was to have his works burned.
Tahoephoto on 11/10/2010:
I agree, overstock.com has a very ridgid and customer unfriendly return policy. I wrote about this as well.I was charged $179.00 to sign up which I didn't realize there was a charge. I didn't use this service and I called right away, within seconds, and they would not reverse the charges. I now have to call my credit card company and stop this payment!
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Returns policy - A complete rip-off!!!
Posted by on
I recently bought a decent sized order (approx. $360 worth of clothes) from Overstock.com and both jackets I had bought were too big so on the same day I received the order, after trying the jackets on I sent them straight back in the exact same way I had received them - in the plastic coverings and tags still attached.

After speaking to someone on their online chat, I was told I had to send the jackets back in 2 separate boxes - although they had sent the entire order to me in one box! I figured it was a little strange but since they were paying for the return shipping, I wasn't that bothered about it because it didn't really inconvenience me.

Anyway, I waited over 2 weeks for any sign of a refund and today received an email stating they would only be refunding half the amount of one of the jackets I had bought. (The jacket cost $74.99 and they offered me a $37.50 refund) so it was back to the live chat for me!!

I queried why they were only giving me half of my money back and was told that the item had been used OR been opened. Which one they could not specify!! But I am assuming that its because I opened the plastic covering to try the jacket on.

Anyway, after explaining that I had returned it as I received it - with alls its tags still attached and neatly selo-taped back in the plastic covering. I asked their representative how you are supposed to try the clothing on if you cannot even take the item out of the plastic covering?! This seems very ridiculous to me!

I did not get a response to my question.

I assured the representative I did not rip or damage the plastic covering in any way and the representative just said they would pass my complaint along to their 'Specialized Customer Service Department' and they would be in contact in 1-2 days.

I am absolutely disgusted with Overstock.com as this seems to be somewhat of a scam to try to make more money out of people. In effect, they are trying to charge me $37.49 for a plastic bag which would normally cost less than a $1!!!!

I will NEVER use Overstock.com again if this is the kind of scams they are pulling on their customers and after reading hundreds of similar reviews, I know I am not the only one. I am absolutely disgusted and only wish I had read the reviews first, before buying anything from these scam artists!!

DON'T USE OVERSTOCK. COM!!! THEY WILL SHAFT YOU ANY WAY THEY CAN TO GET YOUR MONEY!!
Resolution Update 11/06/2009:
After MANY emails and phone calls of complaint to them, Overstock.com has kindly decided to refund the total amount due back to me, not just half.

I am guessing they rely heavily on most customer's apathy and inaction in these types of situations because I know if I did not complain as much as I did, if I didnt speak up I would not have got all of my money back.

Anyway, I am very pleased with the overall outcome
     
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Flexanimous Fellow on 11/05/2009:
I've used Overstock.com on many occasions and have never had any issues.
Torrez on 11/05/2009:
All well and good for you then. You must be one of the lucky few who hasn't had problems with them after reading pages and pages of terrible reviews about them.
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Account changed by them WO my consent
Posted by on
Having been a customer for many yrs 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 no where 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 than 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 inf 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 contact 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, what ever happened to service, consumer value and overall worth in business and policy.
     
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tnchuck100 on 07/16/2008:
It sounds like your typical "lost in a fog" customer service. What you are trying to correct is not in the scripted sequences. Therefore they are unable to provide any corrective action.

Wherever they are sending these confirmation/notification emails is probably keeping whoever is trying to use your account alerted as to what is going on. A great benefit to that person at any rate.

If they have ever had your credit card or banking information you need to watch them very closely for unauthorized activity. Good luck.
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Leather chair is not leather!
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ROSCOMMON, MICHIGAN -- I purchased a Boss Leather Ergonomical Office Chair for my husband for Christmas 2007. I ordered it in November to make sure I received it by Christmas. It came quickly, within the week, but I didn't open it to assemble it until Christmas Eve.. The chair is pictured on the Overstock site as being a smooth leather finish. The chair had great reviews so I felt sure I was getting the chair I knew my husband would love. Unfortunately, the actual finish of this chair is more like a basketball finish, hard and bumpy.. It doesn't look, feel or smell like leather. After opening the box, I immediately wrote the company to complain. I paid for a leather chair, I expected a leather chair. The first reply I got apologized that I didn't like my "desk" and said they'd credited my account with $10. I've never purchased a desk from them... I wrote them back to tell them so and received a letter saying, so sorry, we made a mistake and then went on to tell me there was nothing I could do about the chair since it'd been over 30 days since I purchased it!! I wrote them back and explained it was a Christmas gift so I had been hiding it in its box until Christmas eve when I put it together, at which time, I wrote them immediately upon realizing it is not a leather finish (and by the way, when I first contacted them, it had been within 30 days).

I told them I'd like to exchange it for the chair pictured on their site, that I was sure they'd "accidentally" sent me the wrong chair, because no one would advertise this chair as leather. I went around and around and around with them, finally got someone to say, you have 24 hours to return it, after we receive it, we'll credit your account.. By this time, I really did not trust them to credit my account and I figured I'd be out of a chair and the money. So I wrote again and said please read my letter carefully. I'm not asking to return the chair, I'm simply asking for an exchange..I simply want the chair I paid for.. I received no further replies to my numourous emails.. So I did the next best thing (or so I thought).. I wrote an honest review stating that this chair did not appear to me to be leather, that the finish is hard and bumpy, etc etc... Overstock didn't add my review.. I have since written the review 2 more times.. Overstock will not include it! I wonder how many people wrote a review complaining about this chair that overstock just failed to include!

I would guess most of the products on their site have the same situation, so you will never know for sure what you are getting until you receive it, and just try to get a problem resolved!! It's not likely it will happen..

My advice, don't bother buying from overstock. For me, I'm going to use that $10 credit issued to my account for a desk I never purchased, then I'm through with them.
Karen C
     
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Ponie on 02/03/2008:
Their TV commercials are so unique and enticing. But after reading all the complaints posted on this and other forums, I think I'll pass on making a purchase from them. Good luck!
daylilytrader on 06/07/2008:
I have a similar experience (FUTON SOFA BED). I also relied on the consumer reviews to make my purchase decision. I was disappointed. I wrote my own honest, but critical review and Overstock.com has not posted it. This is a deceptive business practice!! Where are the lawyers? Where are the consumer advocates????
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Overstock.com - Did they know all along they sent the wrong item? Bait and Switch!
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SALT LAKE CITY, UTAH -- Bought a $490 torchiere lamp from Overstock & was thrilled when I arrived home to a large box on the porch. Thrilled that is, until I opened the box and found it wasn't what I ordered.

BTW I wouldn't have even opened the box if there was some indication, say a taped on packing slip, a photo on the outside of the box that would have provided a clue to what was inside. According to Overstock I should have refused delivery on an expected item in an unmarked box. Seems Oversuck has psychic powers far beyond mine, they can see into unmarked boxes across the country and know upfront the customer shouldn't have opened the box on delivery. I did find it odd, on a fairly expensive item there was NO packing slip outside or inside the box.

At first I gave O the benefit of doubt, but in re-reading my chat transcripts, several emails, I'm confident they knew that they sent out. Similar to the other stories here, customer orders an expensive item - O sends the wrong item and makes their return process ridiculous leaving the customer to either accept the item or deal with O for months.

Real life & Live chat = 20 minutes for the bot to determine my name and address. The live chat replies seem copy and paste.
me: "when will the correct item be sent?"
them: If we do not receive the original item within 30 days, we will charge your credit card for the full price of the replacement item.
me: hello? (5 minutes pass)
me: hello? so when will the correct item be sent?
(10 minutes pass)
them: "Can you please confirm your zip code?"
me: "Again, my zip is 12345, when will the correct item be sent?" (3 minutes pass)
them: We are aware you didn't receive the correct item, the item you ordered is no longer in stock"
me: The item I ordered is still listed for sale on the site...
(4 minutes pass)
them: The item ordered is out of stock.
me: OK, so if the item I ordered isn't available can you send out the identical table lamp and refund me the difference? (2 minutes pass)
them: "unfortunately, we are only able to exchange items for the exact same size and color if the item is received damaged. We do not allow substitutions."
me: Yet I received a substitute lamp .. this isn't what I ordered and the value of the item sent is $200 less than what I've already paid (8 minutes pass)
At 8 minutes 30 seconds in waiting for a reply, I ended the chat session.

It doesn't end there though.. 2 weeks of back & forth customer is always wrong emails, live chat and phone banter with no resolution. BTW The O bot promised a return label within 2 business days.. On day 8 after 4 emails I received an illegible UPS return label. When I say illegible, it had nothing to do with my printer, the font used ran together like blowhole snot.

From reading the other reviews posted here, bait and switch seems to be the norm.

UPDATE November 23, 2007: Overstock sent me an email to review the product sent (evidently they are that clueless) ... so I put my experience with O on the review. I was polite, no cursing. no bashing - just the facts & lo and behold my review is not published on the O site for the item I purchased. Funny thing is, I clicked on the link to leave a review & the site says my review has already been published. Uh huh. My rating must have fallen off their site just like the item I ordered.

Overstock = 2 words > never again.
     
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Overstock.com has horrible customer service.
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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.
     
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Hugh_Jorgen on 02/21/2006:
Call them and ask for a manager. You have your facts in place (names and dates), you should be able to calmly explain this to someone that has the power to make this happen. I've always had good results with them, but I have called as opposed to using email.
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StarStarStarStarStar
Review
Posted on
Rating: 5/51
I ordered over $4000 of furniture from Overstock one month ago. I'm so pleased with the whole process from ordering to delivery and quality. I was definitely skeptical what with the amount I was spending and some of the reviews I read, but I have to say I would not hesitate to do it again and again. Great, great buys and amazing customer service! Any company that offers a live on-line chat is a definite plus. I even elected to return 2 barstools because the height of them was not going to work for us. The return was easy and the credit posted back to my account within a few days after they got them back. I've certainly been spreading the word around to my friends and family and definitely give this experience a full 5 stars!!
     
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StarStarEmpty StarEmpty StarEmpty Star
Basilica Wall Mirror & Tiffany-style Lamp
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Rating: 2/51
I did not immediately realize how filthy the mirror was when it arrived. I had arranged to have someone hang it for me and began "wiping it off" which turned into an hour and a half of cleaning furiously. It took 12 moist cleaning cloths and paper towels and 18 Q-tips to get rid of the BLACK DIRT that covered every millimeter of every nook, cranny, and crevice. I think that if I went over it again, I would still get that black dirt coming off; there is no end to it! I am guessing that somewhere along the line, it was stored, unprotected, where there was a lot of automotive traffic because that's how BLACK the cloths were. I love the mirror and dread the hassle of return and possibly getting another one in the same condition.
I love my lamp, too, and it was completely clean, but the workmanship is not meticulous by any means. I will avoid Overstock in the future.
     
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Ripped Off
Posted by on
Rating: 1/51
SALT LAKE CITY, UTAH -- Beware if ordering from Overstock.com. They took 6 weeks to deliver the merchandise, then substituted a cheaper item. Because it took 6 weeks to arrive, the price guarantee Overstock.com offers did not apply. After 30 minutes dealing with the on-line rep, he informed me that all the company would do is offer a $15 credit towards my next order. The $15 doesn't even cover the price difference between what I paid for and what I was sent, let alone the aggravation. Nor would they offer to pay for the return of the items that were sent that weren't what I ordered. A $15 credit! Like I would ever shop there again.
     
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Return Policy Is a Joke.
Posted by on
Rating: 1/51
ON-LINE -- I have ordered a lot from Overstock.com for my home and for gifts. I ended up returning most of them. I was expected to pay the return shipping, even though the item I had paid for was delivered looking nothing like it looked in the on-line photo.
One item in particular was a down comforter, which was shown as blue, but described as "Queen's Heather" or something like that, nothing relating o a color at all. But it sure was a pretty blue in the photo. It arrived more of a shade of lavender, and when I spoke to the representative to return it, he spent over ten minutes educating me on different shades of blue. Funny, because I taught art in high school for over twenty years. I think I know blue when I see it, and that blanket wasn't even close to blue.
I ended up paying for the return, and will not do business with them again.
This was not the first time they sent me crap, and I had to pay to return it.
     
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