I ordered a product from Overstock.com at a very low price. Considering their website advertises 80% off, I never once believed the offer could have been “too good to be true.” After ordering the product I called my friend and informed her of the awesome deal I had just gotten. She goes on the website to order this as well and sees they are out of stock. With hearing that it was such a good deal she decided to locate them on Facebook. Once there, she noticed someone put up a post asking if prices were correct. The moderator for that site informed them that there was a pricing error and everyone should hear something very soon on their orders.
12 hours later I receive an email that states my order was canceled due to either ME canceling or them lacking enough information to process my order. Well, I didn't cancel and they had enough information to already take the money out of my bank account and send me an email. Their excuse was a pathetic lie. Well, shortly after I get another email with the subject line of “Opps”. That email did explain the error but never mentioned when my money would be returned and no offer to rectify the situation. A third email then comes stating I can check my account for further details and all money will be returned.
Well… still didn't tell me when MY money would get back to me. I fully believe prices should have been honored. My local grocery store honors their prices. And really, Publix will give it to you for free if it rings up incorrectly. Before the emails started I also “liked” their Facebook page to stay updated on what was going on. Someone posted a link to BBB on there and I made a comment under it. The post was deleted. I asked why this was deleted and the moderator explained they didn't know what I was talking about and never seen a link and they welcome any and all feedback posted to their page. The person re-posted the link to BBB at that time.
Well, now all of the posts have been deleted. So there's lie number 3. Lie 1 = They told us a certain price and then went back on that price. Lie 2 = Blaming me for their error! Lie 3 = Deleting posts on FB. Please do your research into this company before buying anything from them. They will not honor their name. Google had an issue with them spamming to make their posts show up at the beginning of the search engines and there's a lawsuit forming against them from CA right now. Not a reputable company at ALL! They genuinely do not care about their customers.
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.
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 it's because I opened the plastic covering to try the jacket on.
Anyway, after explaining that I had returned it as I received it - with all 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!!
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
MISSOURI -- This is absolutely ludicrous! Those shoes were not worn or used in any sense of the word. Pictures were taken of those very shoes, box and all at the post office prior to mailing them to your facility. This is something I thought would be in my best interests when I heard a friend's horror story about a return fiasco with your company Overstock.com. How is someone to know that a product they purchased online is or is not the product they purchased, shoes in this case, without opening the box? Please explain this to me?
If a full refund is not approved for this return, you will see my reviews on your return procedure and horrible customer service on every review for every item you have on your website, Overstock.com. I will make it my daily amusement to ensure that your online consumers browsing with Overstock.com be wary and proceed with caution due to the Overstock.com return "policy": "Don't open that package, unless you the consumer only want half of what you paid for it refunded back! Regardless if you used it or not! And you can forget about being reimbursed for shipping it back to us too! We will just resell this product over again and do it to someone else."
I think I like the mantra "And then some better" but who am I just someone who tried purchasing some shoes. That was obvious to the four (4) people in the room did not fit my foot as soon as they were pulled from the box!
Not to mention the other sites I will voice my concern on. I know you are merely a customer service minion but I would suggest that someone get this into the hands of someone that can do something about getting the full refund within the next 7 business days, including shipping which was $9.75.
In seven days without a full refund and return shipping, I will contact Consumer Reports, I will contact the online BBB, I will contact my local news in St. Louis, MO. I will place a nice long babbling conversation on my blog of how my mother was taken advantage of by Overstock.com, just because she was trying to be kind and purchase a gift for me. Oh and hello YouTube!!! So, I would simply ask you to rethink the condition the product really was in when "inspected" by your Overstock.com staff (shoes, in a box for Christ sake).
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.
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.
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, **, 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 **. ** 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 ** on 1/18/06. After the usual round of me typing in the whole history of this experience, and ** typing in over and over the Overstock.com customer service mantra of, “We're sorry to hear that.” ** 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. ** said he would forward the problem to a mysterious sounding “Information Research Team,” which would respond to me within 5 business days. I told ** 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 online, 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.
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.