Overstock.com Consumer Reviews - Page 8

This company has the WORST customer service of any company I have ever dealt with. I placed an order on July 16, 2005, but when I received my boxes, I discovered that one item was not included. I then participated in their online chat (which their website recommends that customers use), and the customer service representative told me that they would have to put a trace on the missing item, which would take up to ten business days.

Over two weeks later, when I still had not heard back, I participated in a second online chat. The customer service rep stated that she would start another trace, which would take an additional ten days. When I then requested that a replacement item be sent to me upon completion of the trace, she insisted that the item was no longer available. The website, however, clearly indicated that the item was available.

Frustrated, I terminated the chat and contacted the company by telephone. I then learned that the first online rep had never started a trace at all, and the second rep had put a trace on the wrong item. The phone representative finally put a trace on the item and made arrangements for a replacement to be sent. She stated that this process would take ANOTHER ten business days. Thus, at the time the trace was finally started, it was almost a month after the date of my original order.

More than ten business days later, I still had not received any word from the company. I therefore called again, whereupon the customer service rep told me that she would send an "escalation" email to the company's warehouse stating that the trace was now complete and that a replacement item should be shipped. According to the rep, only the warehouse could send out a replacement item.

Over the next two weeks, when I still had not heard anything, I called the company two more times. Each time, the customer service rep informed me that she would send another "escalation" to the warehouse; that the customer service department had NO WAY of contacting the company's own warehouse other than by email; and that there was no way for me to contact the warehouse directly. When I asked whether they were telling me that I was at the mercy of this mysterious warehouse who nobody could contact directly, they said, "basically, yes."

On September 12, 2005, I still had received no word from the company and therefore called to request a refund, not a replacement. Earlier, I had been led to believe that a refund could at least be done by the customer service department, without going through the warehouse. The customer service rep made no apologies whatsoever for the delay, but stated that she had started the refund process and that I would receive an email within one to two business days confirming the request for refund.

As of September 17, 2005, and FIVE PHONE CALLS AND TWO ONLINE CHATS later, I have yet to receive any word from the company. It has now been two months since I placed the order, and I still have not received the item or a refund. I filed a complaint with the BBB, and intend on filing another with the Utah Division of Consumer Protection, and encourage others who have posted negative reviews on this website to do so as well.

NEW BRUNSWICK, NEW JERSEY -- See the rude interaction with the on-line customer service yourself (after waiting over 10 minutes):
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You have been connected to William G..
William G.: Welcome to Overstock.com, Dale! How may I help you today?
D. Henderson: I place an order for a topaz ring
William G.: I would be more than happy to assist you with this. May I please get the order number?
D. Henderson: Was not told the size until after I bought
D. Henderson: It
D. Henderson: said a size 5.5 when the standard is 7.0
D. Henderson: Need the 7.0
D. Henderson: Can you accommodate or cancel?
William G.: I am sorry. May I please get the order number?
D. Henderson: XXXXXXXXXX
William G.: For security purposes, would you please verify the name and billing address on your account?
D. Henderson: D Henderson in NJ
William G.: Thank you. I am sorry but Orders cannot be changed or cancelled once the checkout process has been completed.
Due to our commitment to process orders quickly, once the checkout process is completed our warehouse is immediately notified to pick and pack the order for shipment.
We regret any inconvenience that this may cause you.
If you have already completed the checkout process, and no longer need the item you ordered, please view our Return Policy.
Dale Henderson: But you did not specifize the size when I ordered? I will call my credit card company immediately.
D. Henderson: What is your phone number?
D. Henderson: I am a value customer and have ordered many times and will not stand to be treated like this, I want some real customer service, now what will you do?
William G.: I don't recommend that but you can do what you want. Our number is 1 (800) THE-BIG-O (843-2446)
D. Henderson: I don't believe you are a real person, probably a computer generated person.
William G.: Thank's for calling me a computer I can guaranty you that I am a real person.
D. Henderson: I have never experience this type of poor service from Overstock.
William G.: I am sorry to here that. Is there anything else I can assist you with today?
D. Henderson: As a real person then you can understand that since you sold me something that was unusual and not disclosed I either want it corrected or refunded immediately.
William G.: I can understand what you want me to do. I am sorry but I don't have any way to cancel or change and order after it has been placed.
D. Henderson: No problem, based on the terrible service so far I can imagine the quality will not be what I paid for thus a refund will not be a problem. You can pay the return shipping. Let your management know that this is unacceptable and costs this more money in the end. I will have a field day with this.

FLORIDA -- Purchased LG Window A/C Unit (refurbished). Same exact model had over 4yrs. I didn't take it out of box and install right away because wasn't using the room for awhile and then temps dropped.
Because it was just beyond 30 days Overstock won't stand behind "product that doesn't work, defective out of box."
Has power but doesn't cool.
Cooling dial defective.
Out $189.00

I ordered shoes. Got the shoes in decent timing, but they are the wrong size. Kept being told I would get a return call, after calling customer service at least a half dozen times and getting nowhere. Overstock says the 3rd party seller, Shoes.com, is responsible for EVERYTHING. Shoes.com says the refund was given to Overstock and it's their responsibility. Overstock said that is not true. I believe the above, represents my experience well. I will NEVER use Overstock OR Shoes.com ever again!!

TEWKSBURY, MASSACHUSETTS -- Ordered $2000.00 in office furniture. Found out that there was a noncompete contract. Called Overstock within 24 hours of the order. I was told the the order was canceled but the packages came. I was told by UPS and Overstock to just refuse the delivery but the driver would not take the boxes back and the hug would not take the boxes as return to sender so I had to pay $300.00 to return the items.

LOS ANGELES, CALIFORNIA -- Wanted to purchase 2 Linon Barrel chairs - price today $147.14 each. Subtotals out at $326 somehow (without tax) rather than $294.28. With 14% discount that I have it should be $255.08 plus tax. Both online & over phone was told grand total w/tax is 307.91. This does not add up. Never adequately explained to me why. There either is an error or this is deceptive advertising. Spent 15 minutes going over w/April (& her supervisor in background) . Then line cut off. I shopped at Aetna furniture; better customer service & price.

8/9/19

FLAGSTAFF, ARIZONA -- I ordered a Christmas gift on Nov 26 for a Dec 6 delivery. It NEVER CAME, and both the vendor and Overstock are giving me the runaround. DO NOT SHOP WITH OVERSTOCK UNLESS YOU HAVE MONEY TO THROW AWAY!!!

Do not buy what you cannot see...anything I have ordered from Overstock has not been good quality. I will not order anything online if I cannot see it. I won't buy it. Too much trouble sending things back. Get your exercise and shop! So get off your butt and go shopping for what you really want to see before buying.

I received an area rug from Overstock and called to return it under their "easy return policy." First of all I could not print the label from their email - suspect right there. Then I called to have the label sent directly to my email which they politely did. Then I find out the restocking fee was 1/2 of the purchase price. On top of that I had to pay UPS $15 to pick it up. This is my second run-in with Overstock. I think their business practices should be investigated... quite deceitful.

Just received a summertime cover for our new queen sized futon. Have not tried it yet (seasonal), but color depicted on site truly accurate! It matches the draperies I change for summer perfectly, and I can hardly wait to put the room together at the right time! Thank you Overstock!