Overstock.com Complaint - Customer Service SUCKS!!
I just spoke to the customer service rep via Live Chat. I recently did a return, obtaining a RMA number and was asking about that status of the return. I returned it by USPS delivery confirmation, but no tracking. The rep asked for my tracking number and stated that she could not tell me if the package was received by the warehouse without the number. I argued that the tracking number would only tell her if it had been delivered (I could do that myself), but I simply wanted to know if it had been received and logged into their computer. She refused to try to check on the status of my return without the tracking number. This is obviously frustrating and wrong. Its one thing to state that it has NOT been received and therefore they need proof of delivery for a refund. Its another thing to state, that unless you have proof of delivery, you will not receive help for your return!
The joke of a the customer service chat was cut and pasted below. See how they have pre-written phrases that they keep using even when its irrational and frustrating the customer. Its like talking to a robot!! Please do not shop here, unless you want to be treated like me below!! As someone who buys a lot over the internet, I am sad to say that I will stop shopping at overstock.
Welcome to Overstock.com's Customer Service Live Chat!
Welcome to Overstock.com Customer Service, you are now chatting with Jackson.
Jackson: Thanks for visiting Overstock.com, this is Jackson, how can I help you?
you: I am trying to follow up on my return #xxxxxxx
Jackson: I'll be glad to help you with.
Jackson: Are you referring to 'Platinum 2/3ct TDW Diamond Stud Earrings (I/J, I1)' priced at $499.99?
Jackson: Thanks for the confirmation.
Jackson: May I please have the return tracking information like name of the carrier and tracking number?
you: I did it my USPS, no tracking, just delivery conf.
Jackson: Thanks for the information.
Jackson: I'm sorry to let you know that we will not be able to track return item without returned tracking number.
you: I want to know if it has been received INTERNALLY,
you: what does that mean and why?
Jackson: I know this has been frustrating and I apologize.
Jackson: I request you to contact USPS regarding return tracking number.
Jackson: They (USPS) will help you with return tracking information.
you: why can you not track if it HAS BEEN RECEIVED
Jackson: I request you to contact us with the return tracking number.
you: obviously the tracking number only tells you if it was delivered, not IF it was received
you: therefore, it should NOT be relevant
Jackson: I would like to let you know that we can track items which are used our labels to return.
Jackson: Since you have returned item without our label we will not be able to track with out return tracking number.
you: I did not use a label...didn't know where it was
Note: Their return email does not provide a tracking number because they do not pay for shipping: "For your protection, we recommend that you ship your item using a reliable, traceable carrier and *KEEP THE TRACKING NUMBER*."
you: so I paid USPS to return and and included the RMA number
Jackson: Since you have returned item on your own, we need return tracking number to track the item.
you: the tracking number only tells if it was received
Jackson: Please contact USPS regarding tracking number, they will help you with this.
Note: obviously I did not get tracking!! My wallet was lost with my delivery confirmation slip.
you: I want to know if YOU received, not if USPS states they delivered it
you: whether USPS says they delivered it is actually irrelevant
you: and would not actually help you
you: this is irrational
you: Why the hell are you playing this game with me? Is this the crap they have trained you to do? Screw the customer over?
Jackson: You verify that item has been delivered to us, we would need tracking number on the item.
you: Why? what would a USPS tracking number tell you?
you: it would simply verify that it was delivered
you: that is not why I am here
you: I am asking have you RECEIVED and PROCESSED my return?
Jackson: We do not have that information.
you: even if I gave you the USPS tracking number, then would you have that info?
Jackson: Since this item has not been returned using our prepaid shipping label, we would need the tracking number to confirm the receipt of the returned order.
you: USPS confirms delivery, not receipt. ONly you can confirm receipt
Jackson: Yes, if you can provide the tracking number, we will help you with the refund process.
you: if I have a tracking number, then will you tell me if it was received?
Jackson: Yes, we will.
you: but if I don't have a tracking number, then you won't tell me if it was received?
Jackson: Yes, we will not be able to confirm the receipt of the returned item at our warehouse.
you: why not?
you: what are you refusing to give me that info?
Jackson: However, please note that once we receive the item back, it would take us up to 5 business days to complete the return and issue refund.
Jackson: As we do not have access to warehouse, we cannot confirm that the item has been delivered back to us.
you: who has access to the warehouse?
Jackson: I really understand how frustrating it is.
you: who can I talk to to get the information
you: why is overstock so frustrating
you: don't understand, DO SOMETHING
you: why are you acting like a corporate TOOL
you: stop being FAKE
Jackson: If at all the item is delivered to us, the refund would be issued to you within 5 business days.
you: FAKE FAKE FAKE FAKE FAKE FAKE
you: who has access to whether the warehouse delivered it?
Jackson: Do you have a shipping receipt?
you: but that won't tell me if YOU recived it
you: why don't you just GIVE ME THE INFO
you: why do you insist on putting Americans through this bullshiit
you: this is obviously wrong. Not frustrating, but wrong
Jackson: We as a customer service representative do not have the access to verify the receipt of the returned order at our warehouse.
you: then if I give you the tracking number, what WILL you be able to give me?
Jackson: We would need the tracking number or the shipping receipt to confirm the receipt of your order before we can complete the return and issue refund.
you: but that is supposed to happen automatically when you receive it. is that correct?
Jackson: Yes, the return should be completed automatically within 5 business days from receiving the item back, however if it does not, we would need the tracking number or shipping receipt to complete the return manually.
you: how can you do that if you cannot even tell if the warehouse received it?
Jackson: Do you have further questions for me?
Jackson: That is the reason why we need the tracking number on the returned orde.r
you: if it had been received, would you be able to tell me if it had been received, even if I didn't give you the tracking number?
Jackson: I'm sorry in that case we will confirm this as we have more than 500 warehouse across US.
Jackson: Please contact USPS regarding tracking number.
you: That is obviously irrelevant as you should know all returns go to: Overstock.com Product Returns 955 South 3800 West Salt Lake City, UT 84104
you: there is only one warehouse that you should be checking!