Overstock.com Complaint - Fraud - Selling products that are out of stock
SALT LAKE CITY, UTAH -- overstock.com sold me a bedroom set and charged my credit card. They then canceled the order and told me I would receive the credit after 10 days in a live chat. The first chat person refused to give me a phone number to call and refused to give me an explanation for the cancellation. I then went through and looked at their bedroom sets. The product that was canceled was still for sale. I then went back to live chat and they told me it was an error and to go ahead and order it again. I ordered it again. They charged my credit card again and then THEY CANCELED THE ORDER AGAIN! So now I will have to wait to receive a credit again. I would imagine they make a lot of money on interest by holding money from a lot of people for a minimum of 10 days on products they don't have.
I would encourage everyone with a complaint to file with the BBB in Utah.
Just type in overstock.com and click on the first address it brings up.
CONTACT: Mr. Kumar Pandya
ADDRESS: 6350 South 3000 East
Salt Lake City, UT 84121
PHONE: 801 947-3100
FAX: 801 944-4629
Here is a copy of my live chat.
Welcome to Overstock.com Customer Service, you are now chatting with Grace.
Grace: Thank you for visiting Overstock.com. How may I help you today?
you: Today's Date 11/15/05
Hi Grace. My order was canceled by you and I looked and everything is still available that I ordered. I need to know why I can't get it and why it was canceled. You charged my credit card and I would really like this bedroom set. If I can't get it then why is it still available to order? Are you selling items that you don't really have? Here is your link to the items I ordered. http://www.overstock.com/?PAGE=ENDECA&N=0&keywords=Soho+Honey&IMAGE.x=23&IMAGE.y=17 Why do I need to wait to have my money credited back to my account when the items are still available for sale? I really need an explanation. If it's available and I ordered it, it would seem that you need to fill my order.
Grace: I am sorry to know that.
Grace: Please give me a minute or two while I read the issue.
you: Ok, thank you.
Grace: Thank you.
Grace: For security purposes, would you please verify the full name and billing address on your account?
Grace: May I place you on hold for a minute or two while I verify this information?
Grace: Thank you for staying online.
Grace: I see that the refund of $280.73, $370.72 and $231.46 has already been credited to your credit card ending with **** four digits on 11/14/2005.
Grace: Your bank should post this credit within the next few business days, however, that time frame depends on your bank's policies and procedures.
you: I don't want the credit. I want the furniture. Why was my order canceled?
Grace: Unfortunately, we were unable to ship your order. We use an inventory control database to prevent this type of thing from happening, but some error has apparently occurred in the process.
Grace: I'm terribly sorry for the inconvenience that this error on our part has caused you.
you: Can you tell me why you were unable to ship my order please?
Grace: I see that these items are still available on our website, I suggest you to re-order them today, as we cannot guarantee on quantities and prices.
Grace: Due to some technical error the order was cancelled. I am sorry we are unable to process the order since the refund has already been credited to your credit card.
Grace: I suggest you to re-order this today.
you: Are you sure I'll get the credit because this puts me in for double the price if I order before I get the credit?
Grace: I will like to inform you that a $20.00 also been issued to your account with us for this inconvenience.
you: I'm also having trouble with my email account right now and the order confirmation may bounce back. Will that be a problem?
Grace: The amount has already been credited to your credit card. This will reflect on your next bank statement.
Grace: Not at all, I suggest you to delete the Cookies while placing the order.
Grace: Regarding the in-store credit of $20, this amount will automatically be applied on your next purchase with us.
you: Thank you Grace. I'll go place the order again.
Grace: Is there anything else I can assist you with today?
you: No thank you.
Grace: Thank you for contacting Overstock.com! If you feel I was able to assist you today, I would really appreciate it if you would fill out the survey at the end of this chat. Just click the "close" button on the chat window, and the exit survey will come up. Thanks!
This just in.11/18/05
Welcome to Overstock.com Customer Service, you are now chatting with Bryan.
Bryan: Thank you for visiting Overstock.com. How may I help you today?
you: Date: 11/18/05 Invoice Number: ******** Hello Bryan. You canceled my first order and it took time to credit my account. (Invoice Number: ********)The furniture was still available. You told me to order it again. I oredered it again and you canceled it again. I need for my account to be credited immediately. You are selling items you don't have in stock and you did it to me twice. Here is our last chat. (insert above chat here) Bryan: Please stay online while I go through it.
Bryan: Thank you for being online.
Bryan: I have verified your account.
Bryan: I am really sorry for this inconvenience.
Bryan: As we deal with liquidation business we tend to sell out our items very quickly.
Bryan: I am really sorry that this happened to you even after placing the order.
Bryan: I sincerely apologize for the same.
Bryan: I can understand how you would be feeling at this point of time. If I were in your position I would have felt the same.
you: I'm just concerned about my credit. Do you have any information on the day it will be credited back into my account. You have already tied up this money for over a week. Thank you.
Bryan: I do see that the refund has already been credited back to your credit card ending with the last 4 digits ****.
Bryan: I would like to inform you that this credit will appear in your next billing statement. I am really sorry for the inconvenience caused to you.
you: Can you tell me the date it was credited back to my account?
Bryan: Let me explain to you.
Bryan: $226.23 was credited for the Soho Honey Three-drawer Nightstand on 11/17/2005.
Bryan: $274.37 was credited for the Soho Honey Five-drawer Chest on 11/17/2005.
Bryan: $362.31 was credited for the Soho Honey Bed (Queen) on 11/17/2005.
you: Please hold while I compare that with my order.
you: Ok thank you Bryan. Will that inconvenience credit of $20.00 also be put back into my account that you used with this canceled order?
Bryan: Let me check that with my supervisor.
Bryan: If you are interested in purchasing now, we can give you a $20.00 discount on the order. Is that fine with you?
you: I'm not ready to purchase now. I've just made many purchases. You already gave me that $20.00. You can go ahead and keep it. Have a nice day Bryan. Thank you for your help.