Overstock.com Complaint - Missing Parts + Bad Customer Service = Returned Items And Angry Customer
I would not recommend anyone purchase anything from this site. I have never written an online review, but hope this message may spare someone else of the frustration I've endured during the last 30 days.
I ordered furniture online; maybe Overstock could have handled it if it was something smaller, like a pen. I received my sofa/loveseat order without the four legs for the loveseat, the bolts to secure the back to the bottom, and missing one of the sofa pillows. I have been online e-mailing, doing live chats and calling ever since to try to get my missing parts, and today, 12 days after my initial complaint, I requested return forms. So I still have to pack up all of the furniture in original boxes and work out a pick-up date with UPS.
This, however, isn't the only problem I had with Overstock. I requested a specific piece of furniture in a Live Chat, and they told me it was out of stock, only to see the next day that it was posted as available. Their shipper is UPS, and they left my furniture outside of my apartment complex door when I wasn't home. I live on the third floor. It's not easy for a not-particularly-fit woman to haul a sofa and loveseat upstairs by herself. And why would UPS leave a furniture shipment outside on a rainy day?
One of the biggest frustrations, however, was that Overstock's left and right hands aren't talking to each other. I'd get an e-mail from them giving me an "update" on my complaint, which was always that they'd get back to me in two business days, and that I could call in response. So I called and talked with someone, who apologized politely. I'd wait the two days and then get an e-mail saying that they were happy to see that my complaint was closed at my request. I never closed my complaint. I received e-mails from three different e-mail addresses: info@overstock, vcs@overstock, and their "customer care" center. Their phone, live chat and e-mail systems are all separate, so if you do order from them, make sure you just stick with one complaint channel.
In all, I'm extremely disappointed because I really did want the sofa, and now it's 30 days after I ordered the set, and I've been waiting for a response for 12 days with furniture I can't assemble and huge boxes in my living room. I will NEVER order from them again, even if it is a smaller item they might be able to handle, like a pen.