Overstock.com Complaint - Overstock.com - Did they know all along they sent the wrong item? Bait and Switch!
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.