Overstock.com Consumer Reviews - Page 2

NEW YORK, NEW YORK -- We ordered a $1400.00+ dining room set on 11/15. Read that oversized Items will take 2 to 4 weeks, but shipping info would be available in 3 days. Contacted Overstock on 11/23 as no shipping info avail - they would check and get back to me in 24 hours... nothing. Contacted Overstock on 11/28 - they would check and get back to me in 24 hours... nothing. Contacted Overstock on 11/30 and told them to cancel the order. SUDDENLY they became helpful.

Finally got a shipping delivery date of 12/17 (with a 5 hour window!) Took the day off to be there to receive. Delivery guys came, dumped the large box containing the table upside down (label side down) and left in a hurry - assembly was required, so I waited until my partner came home to help unpack the heavy thing and start to assemble. As we opened the upside down table box, we realized it was not a table at all... it was a headboard for a bed. Looked at the label on the box and it was a completely different name in NJ (we live in NYC). Called the delivery company to tell them they made a mistake...and they said we'd have to call Overstock.

THEY delivered the thing (taking up 1/2 my living room space) but would not come back to get the headboard to deliver to the correct person (CEVA is the delivery company - avoid them AT ALL COSTS). WE have to contact Overstock. We called Overstock this morning and they say we need to contact the delivery company... I convinced them that THEY need to work with the delivery company and get my table to me by 12/21 or cancel the order and give me a credit for the cost. Do not buy large items from Overstock!

SALT LAKE CITY, UTAH -- Before even searching on their site for a generator, I had sent a letter to the company stating that they always claim to have the lowest prices on an item and gave you at least a dozen individual cases where that was not the truth. The woman that replied to me stated that your "Best Price Guarantee" fixes that. As long as its the exact item, height, weight, not on promotion or sale... etc).

Now, a few months later, I have indeed found a generator on their site that works for us. I found it cheaper at Newegg.com and asked the person in customer service (chat) about it. He told me it didn't qualify as it was on sale. It wasn't on sale at all... Newegg states "a savings of: x-dollars" on their items but I said "fine", that I would keep looking.

I found another one on HomeDepot.com and initiated chat again with customer service. CHAT REFERENCE #**, with Ian. He immediately went to the rules on what was not covered, it had to be an exact item, not on sale, etc. I said that I already knew this from a prior chat and gave him the item number as well as the competitor's page. After a "hold" lasting quite sometime... Ian told me that even though it qualified, they could ONLY take off up to $100.00 of the NON COUPON (12% off this weekend) price AND that the $100 had to be issued in store credit!!!

This is not price matching, this is not "Best Price Guarantee." This is get MORE money out of the consumer by making her/him spend the money they saved... AT OVERSTOCK.COM!!!! This is wrong on SO many levels. It is underhanded and sneaky. I asked in advance three times, the rules... NO ONE ever mentioned this great little loophole they keep handy. Extremely disappointed. Honor the Price Match... period.

This is what $1,146.99 gets you at Overstock… I ordered a couch through Overstock on 01/02/15. Now I know what BigO means because I've been sitting here wondering “O” where is my couch. It's 02/05/15, and the couch just arrived. I called multiple times to understand why shipping was taking so long in the past weeks. Incremental weather. Finally, yesterday the shipping company called and said they would contact me tomorrow about delivery. I said "at what time?" The lady on the phone kept just saying tomorrow.

I ask her about the "4-hour-delivery window" and she rudely responded that "yea we have a four hour delivery window" and continued to prompted me that they would call 20 min before arrival “sometime" tomorrow without providing any indication to what time that would be. I tried to communicate that I would be at work all day, and that I work 20 min from home, and if she would provided a bigger indication of what time it would be delivered. She finally agreed that they would call a whole 30 min beforehand. Still no window. So frustrated, I agreed.

Today, I got a call during an important meeting. The gentleman on the phone said "we are with the shipping company, and we are 20 min out from your house." Seriously? Anyhow, I dip out of the meeting rush back to the house, sign for the package and head back to work. I just got home, pulled the couch out of the box, and there is a foot sized hole in the bottom of the thing. This is the worst experience I have ever had with any company. As a high ticket item, I would expect much better service. The couch was only being shipped from within the US and took over a month. It shows up damaged.

I just called to inform Overstock. The customer service representative never even said sorry. He just asked me, "would you like to return for full refund?" I told him I would like a replacement couch, but not if I have to wait another month to get it, so I'll take full refund. I posted my experience and share with friends and family in hope that people will shy away from contributing to a company that has no respect for its consumers and pitiful customer service. Would think I ordered a couch from Comcast.

PENNSYLVANIA -- I have been an online purchaser for a long time and I stick with my regular and reliable stores, rarely do I buy from Overstock.com but on this occasion there was this bed I wanted. Well the large bed headboard was sent in packaging only fit for a pillow, so inevitably the package was very damaged, a whole corner broken off and two large cracks in the top. Terrible, but it happens and that's why there is returns assistance... or so I thought.

First my returns submission vanished, then customer service insisted that I return the 3 heavy boxes to a UPS store by myself (already helped the UPS driver bring them in as he came on his own and they were too heavy). Then they told me I wouldn't be refunded for up to 2 weeks, then they told me I would expect a home pickup one day in the next 2-10 days which suggests I stay home every day. This was disgraceful and everyone else who goes through this must stand up to them. Finally they agreed to refund the money in 1-2 days and an inspector might be out within 10 days to view the damaged item, I got this in writing from 2 online chat agents.

Needless to say they lied and I have no money and just a broken bed... The fight continues, do NOT buy from OVERSTOCK. So refund promised today, didn't arrive today... so guess what, back on to customer service and again they extended their time frame and guess what... it''ll be in my account tomorrow... again!!! So I asked them where I get my lawyer to contact and she just ignored the question, I repeated it time and time again but she ignored it. So finally I gave up and said I guess I'll have to find out where my lawyer contacts by myself... still no refund.

I don't want a smashed up bed, I want them to take the bed back and refund my money... guess what, they just ignore everything I say or ask. Overstock has turned into a scam!

UTAH -- Em:
I have a Club O Membership which offers free returns. I recently purchased an item on the Overstock website that listed as a “marketplace Seller”. I was able to use my Club O reward dollars on the purchase as well as earning Club O points in the purchase. It was shipped for free per the terms of my Club O Membership. But when I went to return the item, I was told that I would be charged a 50% restocking fee as well as the shopping cost. After 3 hours and 4 customer service agents I was told that due to being a 3rd party vendor my membership doesn't apply so no free return for me! What?? My membership applied to every other aspect of the purchase and there is absolutely NO disclaimer stating that Club O Memberships are not valid on Marketplace vendors purchases. When I spoke to Curtis, Dominique, Donna and Naomi, I was also told that “you should have known” and “your points are absolutely not applied (which they were” and “ nothing we can do”. I asked all of them to pointt out any terms and conditions that listed this caveat to the membership and not one of them could direct me to it. Then it was back to “you should have known”. I truly believe that this is a bait and switch and I am wondering if there is a class action out there because certainly it is affecting others. I have filed with the Attorney General as well. Overstock.com's customer service truly lags behind the industry standard. When I mentioned to one of the agents that my Amazon Prime membership covers outside vendors they stated “we're not Amazon”. I can attest to that. Save yourself the trouble and go with another company. These guys are truly substandard.

MARYLAND -- First off, I will start off by explaining how upset I am by the treatment we have received from Overstock. This has been a total NIGHTMARE!!! My husband received a phone call from the delivery company for Overstock stating that our package was scheduled to arrive on 9/21/19 between the hours of 2:00pm - 6:00pm. Per the delivery company, someone would need to be home to accept the delivery.

My husband arrived home at 1:30pm on 9/21/18 to wait for the delivery. At approximately 7:15pm on 9/21/18, my husband contacted Overstock to request an update as to when the driver would be arriving only to be told that the package was delivered earlier that day at 12:49pm and signed for by someone by the name of Chimela. He was then told by Overstock that the package was delivered to a home with a red brick front; our house does not have a red brick front. The representative asked if our neighbors have a red brick front and my husband advised the representative that our neighbor's house does not have a red brick front either. My husband and I are the only adults that live in my home and neither of our names is Chimela!

The overstock representative stated that they would have to check with the driver for more details regarding the delivery and that someone would give us a call back. We received a call back on Monday, 9/24/18 stating that the package had been delivered and pretty much there was nothing else they could do for us and that we should file a police report.

Why would we file a police report for this?!?! That is insane especially since the driver obviously delivered the package to the wrong address or he/she stole the package. It's just that simple! Overstock is pretty much telling customers that once there is a signature, you are pretty much on your own from that point. Having a signature does not prove that the package was delivered to the correct address!

As a customer, we should not have to do all of the leg work/investigating to find out what happened to OUR package. Overstock has our money, we have no merchandise (which cost us approximately $700.00), and oh well! We will be filing a complaint with the BBB as well as informing all of our associates to NEVER order from Overstock! We will also be posting a review to your website informing all potential customers of our experience!

CALIFORNIA -- On March 26, 2018 We ordered the Sleep Zone Supreme 10-inch Latex and Memory Foam Split King-size Adjustable Mattress Set. There have been many calls attempting to retrieve the company name and tracking number on the bed. The first call was on April 8, then April 9, with no information provided except they would let the oversize item team know to look into it. Called back on April 11, after contact I was sent an email from Ceceli P. that she was looking into the issue. Called back on April 14, could not obtain any information only that they would have the oversize team look into the issue. Called on April 16, and Ceceli P. was able to provide me with the shipping company of Updike shipping. Contacted Updike and was told that the bed would be delivered on April 20, 2018 between 12 pm and 4 pm. was told that I would receive a call about 30 minutes before delivery. Well on April 20th at 11:49 am I received a text from Updike shipping. The message stated that the bed would be delivered on Monday. I called and talk to Scott who informed me that there is nothing he can do and Monday was the best he could offer. I did inform him of the fact that I cannot go an entire weekend with no bed due to back issues. I asked if there was any way he could get it to me on Saturday and was told no they do not have drivers on the weekend. Told him to set it up for Monday and that I would be contacting Overstock because this is unacceptable. I then contacted Overstock and asked to speak with a supervisor. I was asked if he could help me and I explained to him that many people have attempted with no success and I would like to speak to a supervisor. He asked can you tell me what is going on? Why deny allowing me to speak to a supervisor? So this guy proceeds to tell me that YET AGAIN he will escalate this to the oversize team. I asked if I could speak with someone in that department and was denied because they “Do not have a direct line”. So here I sit with the overstock credit card wanting me to make payment and they can't even get the bed to me.

SALT LAKE CITY, UT, ALABAMA -- On 12/12/2017, I ordered a Marcato Atlas Red Stainless-Steel Biscuit Maker/Cookie Press from Overstock.com as a Christmas gift for my niece. Information on my Overstock.com account indicated that the order had been “filled” and purportedly “shipped” six days following the order, i.e., 12/18/2017. After this date, the only tracking information that I was ever to obtain from the Overstock.com and USPS websites was of the “alleged shipping date.” I never received any further tracking information from any source nor did I receive the ordered item. At this point, I contacted Overstock.com Customer Service numerous times to inquire about the lack of tracking information and the reason the item had not been received.

Several different Overstock.com Customer Service Representatives told me that the “information about my order” would be forwarded to the “appropriate department” for follow-up on the tracking information and missing item. No Overstock.com employee ever contacted regarding any actions taken in attempts to locate the missing item after my complaints. Then, information listed on this order on Overstock.com account showed that a return of the order had been initiated on two occasions followed by a cancellation of the order. I never requested that a return, refund, or cancellation be done for this order. This was done without any Overstock.com Customer Service Representative contacting me by e-mail or telephone to provide an explanation on the actions taken.

An Overstock.com Board of Directors Representative informed me that another item had been "set aside" in case the item that I ordered was not located. I never received the item despite “another one being set aside for me.” Even though the website indicated the item was in stock, my account being billed, and the item allegedly shipped to me, I was informed that Overstock.com had “made a mistake” with my order. For some odd reason, the order was fulfilled and “shipped” but it was out-of-stock at the time of the order. Despite speaking with four different Overstock.com Customer Service Representatives on “Live Chat” and a Board of Directors representative via e-mail, not one of them discovered nor informed me that the order was out-of-stock when placed. I have never encountered such apathy and incompetence from any of the numerous websites in which I have spent thousands of dollars.

DENVER, COLORADO -- On October 13, 2016, I ordered two cabinets from Overstock.com:
• The part (Hinge Plates M-2) that allows the doors to be connected to the cabinet were missing for both of the cabinets.
• There was a notification providing an email address to request missing parts, which I used detailing all information regarding the product and the name and number of the missing parts.
• It took between 7-10 days to receive these parts, and when I opened the package, Metal Hinges (7/8”) w/Spring-M-1 had been sent, rather than the correct Hinge Plates M-2, needed to put the cabinets together.
• At this time I contacted Overstock.com directly, and told them I wanted the correct parts overnighted immediately, and was told the warehouse did not overnight parts.
• I did get a voice message saying the parts would be delivered on Tuesday or Wednesday, they were delivered on Saturday when I was out of town.
• When this second shipment of parts was opened on, November 26, 2016, again I had been sent Metal Hinges (7/8”) w/Spring-M-1 had been sent, rather than the correct Hinge Plates M-2, needed to put the cabinets together. I now have 16 of the incorrect parts and 0 of parts needed to make the purchased product usable.

After realized I had again been sent the wrong parts, I contacted Overstock.com on Saturday, November 26, 2016, and was told the warehouse was closed. But McKenzie the customer service representative assured me, that she got to work at 7:30AM MDT, on Monday, November 28, 2016, and would immediately contact the warehouse and provide me an update by telephone at 10:00AM. I made arrangements to be home at this time but, THIS CALL NEVER CAME!!!!

I then spent between 30 to 45 minutes on the Overstock.com's live chat, receiving apologies for the inconvenience, non-answers about some technical issues precluding their ability to contact to me, and finally an “assurance” that I would be contacted by 5:00PM MDT. However, shortly after this I received an email saying I would be contacted within 24 hours. So which is it? 5:00PM today or within 24 hours. Based on the number of commitments that have been made by your company, none of which have been met, I suspect it is neither. I will not hear from you except automatically generated messages that do not resolve the problem.

In summary, your company has had my money for 6 weeks and I have a completely unusable product stacked in pieces around my dining room walls. Additionally, you have demonstrated a complete and total unwillingness to do anything that would expedite the resolution of this problem which is a result of problems in your operation. Your only solution is to return the product putting the entire responsibility on the customer to work out getting a 100 loose pieces with wooden pegs and metal pins put in them as part of the attempt to put this item together into some kind of container.

FLORIDA -- Ordered a rug as a gift for my daughter - received tracking information. Tracked package, but UPS stated that Overstock.com needed to verify the delivery address (they had already delivered half of this order the previous day, so Overstock.com did have the correct address in their file) and instead of verifying the address, they canceled the order and had the rug returned to them (it was already in the state and correct delivery area) and said they would just send me out a new one which would take another 6 days. Not one person could or would give me an explanation as to why they returned it instead of verifying the address. Will never buy from them again.