Overstock.com - Page 3

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1.5 out of 5, based on 37 ratings and
167 reviews & complaints.

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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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Don't Buy From Overstock.com
Posted by on
Rating: 1/51
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.
     
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Poor Customer Service
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Rating: 2/51
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.
     
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Beware Return Costs!
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Rating: 1/51
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!
     
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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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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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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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Return Policy Is a Joke.
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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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Repeated Incompetence
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Rating: 1/51
RAPID CITY, UTAH -- Be very aware that Overstock delivers products to the wrong address repeatedly. I went through this fiasco several months ago and due to the hassle that ensued I decided to stop doing business with them. Well, I got over it and lo and behold, I am going through the exact same scenario of my order being misdelivered to another state. If you order from them be sure to keep all order receipts and delivery receipts and if you did not receive an item showing as being delivered, click on the tracking # and it will show you where your item got delivered. I live in Washington and UPS sent me a delivery notice of something I didn't get and it was delivered to Florida. They put someone else's mailing label on your product and you get billed for it. This is base incompetence. I absolutely will not do business with them in the future. I still have more items coming so now I am wondering how many will actually be shipped to the proper address. This can't only be happening to me so I can't be more adamant about this...

Do not do business with Overstock unless you want to risk having to go through a major hassle to get it straightened out.
     
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Worst experience shopping EVER
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Rating: 1/51
We actually ordered through Sears but Overstock "fulfilled the order". We were given 5 different delivery dates - the first they missed because "there were a few days delay". The second and third they claimed weren't really missed because the guaranteed delivery date was from the Sears website, not theirs (which we hadn't ordered from). The fourth date they cancelled on the day because the delivery company claimed not to know that an 800lb, 7' x 7' tub needed more than one person to handle. On the 5th date, the very helpful guys delivered our tub - damaged. Throughout I had huge problems contacting Overstock, they give us conflicting information, blamed everyone else for what they conceded was "a mess". Emails were returned with the message that we had exceeded our limit of number of emails about the order and we got a couple of messages saying that we were using the wrong email address, despite using the same one throughout. I found posting a complaint of Facebook got the best results when they were ignoring me. When I tried to contact a ChatLive person, he told me first it was Sears' problem then that he wouldn't discuss it with me because my husband's name was on the order, not mine - and disconnected the call. My husband phoned and they said they'd send us an email confirming a refund for the damage plus a note that warranty was unaffected. One week in, despite 2 emails, this has not happened. Hell will freeze over before I deal with Overstock again. If I order anything from Sears and they say it will be fulfilled by Overstock I will instantly cancel.
     
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