Overstock.com

To Whom It May Concern, The customer contacted us via online chat on the morning of May 22nd explaining the outdoor rug she’d received was not for outdoors. A replacement was offered, but the rug is not something that will be efficient in the rain or when wet If it’s kept will
ruin her wood deck boards. The customer explained that she’s unable to roll it up as wet and logged at it is; a partial refund was offered, but not takenThe customer repeated that the rug is very wet and cannot be dried in time or packaged suitable for return shipping The issue was escalated to Overstock leadership and we’re in the process of changing the name and description of this rug to prevent the unnecessary returns. At this time, the customer has been fully refunded and advised to dispose of the rug as you see fit. Sincerely, Overstock

To whom it may Concern, The Customer Ordered the item on 5/29/17 and shipped on 5/30/The Order was delivered on 5/31/17. The Customer attempted cancellation on 5/30/A Carrier was already scheduled and the item shipped that same dayThe Customer had
ordered an item that would not fit in their homeOur records indicate a complimentary UPS Pick up 06/05/as an exception because the return charges were the responsibility of the CustomerThe pick up was scheduled with UPS on Friday 06/02/UPS takes (1-2) business days to respond and made the pick up the following MondayThe item was returned to the originating Distributor warehouse on 6/6/The Return Policy allows for 3-business days for the Refund to be processed and the 13th was the 5th business day.The Full Refund was issued by the Distributor the following day on 6/14/in the amount of $to the Customers Credit Card that was used for the purchase. Sincerely, Overstock Customer Care

To Whom It May Concern, The customer has picked up the St Ives Chocolate and Cherry Bunching Bookcase, at the local Delivery terminal as of Friday 4/21/Please have customer advise if additional assistance is requiredSincerely, Overstock

To whom it may concern, Upon review of our customers account, I found the original order #***, placed on September 13, 2016, for the INSPIRE Q Catherine Print Parsons Dining Side Chair (Set of 2): Grey Floral Poppy Fabric (Set of 2), quantity total $787.45, and Retro Tobacco Finish 2-drawer
Entertainment Center, quantity totaling $292.49, meets the requirements to qualify for month special financing, no interest if paid in full within monthsDue to an unfortunate inventory error, reported on September 14, 2016, we were unable to provide the Retro Tobacco Finish 2-drawer Entertainment CenterFunds have been returned to the customer’s account for the Retro Tobacco Finish 2-drawer Entertainment Center Customer has submitted a separate order for the kathy ireland Office by Bush Furniture Volcano Dusk TV Stand: Volcano Dusk TV Stand in Driftwood Dreams, on September 14, Customer has selected the special financing option, no interest if paid in full within monthsOverstock advertises the Overstock store card, financed through Comenity Capital bankTwo orders placed separately are not recognized as one transactionDepending on the minimum amount of an order our customer can select the applicable special financing option at check outOnce an order has been submitted there is no option to change the form of payment or financing option selectedToday 11/30/2016, a call was made to the customers contact information on file a voice message has been left followed by an email for further communication on the matter Sincerely, Overstock

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meunfortunately, no one from Overstock ever contacted us after calling in for days in a row, and being promised a call back times by different associatesIt saddens me that their customer service is so poor and that I had to be the one to request a refund as they were going to try to file for a replacement table topOverstock neglects their customers in hopes they will go away if there are issues and have an unreliable team with poor follow throughThank you Revdex.com for following up on this matter as promised
Sincerely,
***

To Whom It May Concern,Large items purchased on Overstock may ship with a freight carrierIt may take 1-business days to ship out from our warehouse, delivery may take weeks additional time will be required in remote areaThese details are provided on the product page Overstock
began processing order number ***, on 03/13/Shipment was prepared on 3/16/2017, to ship with Lodeso under pro number ***The freight carrier provided a partial delivery on 4/07/A dock search has been conducted to locate the Kosas Home Hand Crafted Oscar Rustic Charcoal 82-inch Recovered Shipping Pallets Dining TableAccording to our carrier, the remaining package will be delivered today 4/17/2017, between 12:30-4:Sincerely,Overstock

Complaint: ***
I am rejecting this response because:
I already stated that it was shown it was delivered by UPS the fact is I didn't receive it! Your customer service in regards to this was absolutely horrible and not one time did you respond to me SAYING what you would do about it after the initial response of "WAIT A DAY"Your business does not know how to treat customers and saying you sent a replacement that hasn't arrived as of yet does not satisfy the fact that there isn't even an apology as to how crappy your CS is!! I'll believe the replacement when I see it!!
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** *** I will await the refund and have disposed of the damaged item per the conversation I had last night Once the refund is shown on my account I will consider this resolved

To whom it may concern, Our customer ordered the Willow Hall Tree, in the white option on 08/13/On 8/24/2016, our carrier delivered the package under YRC Pro# ***, the following day 8/25/we received notification that part of the package was missingOur specialized
representative in the Oversized Items Department contacted our carrier on 8/26/2016, receiving notice that a search to locate the package is underway A dock search may take up to hours to completeAs of 8/30/2016, YRC deemed the package lostAt this time a request was made to provide the coat rack, hardware and assembly instructionsOur carrier provided a signed BOL indicating both boxes were delivered to our customer; our warehouse was unable to offer individual replacement partsWe offered a complete replacement, or refund on 9/01/2016. We requested Disposition of the individual bench on 9/01/2015, informing our warehouse a complete replacement will be processed and shippedReplacement shipped on 09/02/2016, with YRC Pro#*** On 9/30/2016, we arranged a piwith UPS to take place within 3-business days, under tracking number: ***UPS records indicate the package was successfully received on 10/03/2016, and retuned to our warehouse on 10/07/Our return window allows days to initiate a return, if a replacement is provided items must be returned to our warehouse within days or a replacement fee will be chargedAs of 10/05/2015, the return under order number *** has been closedThere will not be any charges for replacement Sincerely Overstock

Complaint: ***
I am rejecting this response because:After further research have found that this is an error with mobile ordersThe box for promotional no interest does not come up on the check out page when using mobile internetYou would have had to know this was an option as a consumer and click change payment typeAs a consumer, it’s important to ensure the promises you are making your customers when signing up for a credit card are clearly understood on how to redeem the no interestThis seems to be an error on Overstocks end with mobile checkoutI would have hoped that the proper steps were taken by Overstock to properly resolve the issueRather they say they cannot help and refer you to their credit card company who also cannot helpIt is a shame
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meONLY if this offer applies to all three items I had in my cart, all of which had suspicious discount claims, the Bumble and Bumble Surf Spray was merely an example of several items I suspected had inflated claims of discounts (as clearly stated in my claim)The items in question are the Surf Spray, Creme de coco shampoo, and thickening conditioner. Secondly, I wanted it documented in this complaint in writing that I did not MISUNDERSTAND or MISREAD Overstock.com's policy on pricingI know fully well the statement on your website claims the suggested price is a price that exists somewhere (although, I have yet to find these items at such a high cost anywhere through my own research)I had both a chat conversation (which I have a full screen capture of) as well as an hour long phone call (which was recorded) with customer service and while both customer service representatives offered different explanations (one saying overstock.com didn't actually have any way to verify prices of any given item from outside retailers and one of which saying the price marked was supplied to them from Bumble and Bumble corporate directly) Neither of which said what you have said in this claimBy claiming I merely misunderstood, is not taking accountability for the misrepresentation by Overstock.com and of not one, but two customer service representatives. Sincerely, *** ***
Sincerely,
*** ***

To whom it may concern, Upon review of order number ***, placed on 05/16/2016, for the Dell Latitude EIntel Core i7-620M 2.66GHz CPU 4GB RAM 320GB HDD Windows Pro 14-inch Laptop (Refurbished), I found customer contacted Overstock reporting the laptop is defective on 11/17/
Were as the order is outside the 30-day return widow, customer was directed to contact our distributer to take advantage of the year Distributor warrantyFrom customers statement the defective Dell Latitude EIntel Core i7-620M 2.66GHz CPU 4GB RAM 320GB HDD Windows Pro 14-inch Laptop (Refurbished), was returned as of December 14, In order to offer a refund we must verify the return, please provide the return tracking information so that we may further investigate the status of the returnPlease email [email protected], attention Carrie Gor you may give me a call at 800-843-2446, I do not have a direct extension please provide reference number 170111-Sincerely, Overstock

To Whom it may concern, Our prices and promotions are always subject to changeCurrently this chair is selling for $If this chair is ordered and goes up in price within days of it being ordered, Overstock will refund the difference paidWe are unable to adjust any prices before
the merchandise is orderedIf a price change occurs, we must issue the difference as a refund Sincerely, Overstock.com

To Whom It May Concern, A general shipping time frame is listed on the product page under the “Shipping and Returns” tab, on all merchandise sold on OverstockStandard shipping items generally leave the fulfilment site within 1-business days unless otherwise specifiedOn average customers can
expect delivery within 3-business daysLarge items, exceeding ground carrier’s limitations, will ship with a freight carrierThese packages are listed to leave our supplier facility within 1-business days, with an estimated delivery time frame within 1-weeks, unless otherwise specified on the product pageWhen a large item is added to the cart, customers will see a “Red Truck” symbolizing the extended delivery time frame. Overstock uses many supplying warehouses throughout the continental United StatesNot all merchandise will be fulfilled at the same locationOverstock received and began processing our customers purchase order number ***, on 04/21/2017, several items are included on the customers purchase: The Coaster Company Peyton Collection White Wood 3-Drawer Nightstand; listed to ship with our standard 3-business day delivery optionsUPS has reported delivery on Friday, 04/28/2017, under tracking number: ***Furniture of America Embassy Convertible Duo-tone 2-Piece Reclining Loveseat and Sofa Set, is listed as a large shipping itemAt this time our carrier has advise the freight is on hand at the local delivery terminal Summer House Oyster White Cottage Panel Bed; Listed as a large item, currently on hand at our carrier’s local delivery terminalCoaster Company Peyton White Dresser, is considered a large shipping itemOur carrier has advised the freight is being inspected at the local delivery terminalAll large items are shipping with the same freight carrier from separate locations; once the final freight is inspected the customer should expect a call to schedule delivery appointmentOverstock has advised the urgency of the customer’s request asking that the call is placed as soon as possible Sincerely, Overstock

On 10/24/the amount submitted by Walmart to Overstock.com was refunded back to WalmartWalmart has (10) business days according to their policy for refund to the customerWalmarts Billing Department can be reached by calling Walmart Customer care

To whom it may concern, The customer purchased two items on 10/01/One item was for a dining set and one item was for a chair set.At the time of checkout, the chair set provided the option for expedited shipping, and the dining set showed that the item couldn't be expeditedThe customer chose
to expedite the chair set and paid $The chair set was expedited to the customer and delivered within the time frame that the customer paid forThe dining set couldn't be expedited and did ship with a freight carrier due to it weighed over lbsThe disclaimer for the dining set shows the following: "Please note: Orders of pounds or more will be shipped via Freight carrier and our Oversized Item Delivery/Return policy will applyPlease click here for more informationThis product will ship to you in multiple boxes."***We have confirmed that this information was available on the website at the time the customer placed their order and the information hasn't been changedWe have also confirmed that because the customer received the chair set within the expedited shipping time frame that they paid for, they are responsible for these feesHowever, as a one time exception, we have refunded the customer for the expedited shipping fees that they paid for the chair setThe refund was issued on 10/21/2015, in the amount of $107.76, to their Visa credit card accountPlease allow 2-business days for the credit to be posted; however, if the customer doesn't see the credit, they may need to contact the issuing financial institution to find out their credit posting time frames.Sincerely, Overstock

To
whom it may concern, The
customer placed an order on 11/19/the ABBYSON LIVING 'Broadway' Premium
Top-grain Leather Reclining LoveseatThere were two separate orders, for the
same item, listed under two separate accounts; therefore, our warehouse
requested confirmation on 11/20/
that the second order wasn't a duplicate,
and that the customer intended to order two of the same itemThe customer
confirmed that they wanted both loveseatsConsequently, we notified the
warehouse to ship both ordersThe
first order was shipped out on 11/23/and delivered on 12/01/The
second order was shipped out on 12/01/and the delivery was refused when
the carrier called the customer to schedule the deliveryOn
12/04/2015, the customer contacted us and advised that they would like to
return the loveseat that was delivered because they didn't like the low arm
rests and the arms were also wobbly.On
12/08/2015, we offered the customer a $*** to keep the item as-isThe
customer declined this offerOn
12/09/2015, we requested that the customer provide pictures of the defective
itemOn
12/10/2015, the customer replied that the item was repackaged and they couldn't
provide picturesThe customer advised they were waiting for a pick-up.On
12/15/2015, the customer contacted us and explained they would like a
resolution for this returnOn
12/16/2015, the customer was contacted and notified that it would cost $
to return the order, and that we were willing to cover 50% of the return fees
The customer was advised that the return was registered and that the carrier should
be contacting them within 1-business days or they could contact the carrier
to schedule the pick-upThe carrier's contact information was provided to the
customerOn
12/17/2015, we confirmed with the customer that the piwas scheduled for
12/29/The customer's refund will be issued once we can confirm that this
order has been picked up.**Regarding
the loveseat that was refused, we are working to have the order returned, and a
refund will be issued once we can confirm that the order has been returnedWe
have confirmed that the customer will receive a full refund for the loveseat
that is defective and will be responsible for 50% of the return fees for the
item that was refusedIf the customer has any questions or concerns with the
return process, they should contact Chris Sin the Oversized Items Department
at ###-###-#### and provide reference # ***.Sincerely, Overstock

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is finally satisfactory to me
Its still absolutely ridiculous that I had to wait almost two weeks for one answer, and complain to the Revdex.com to even get help.As the personal representative of my parent's estate, every other company I have dealt with has been kind and compassionate All except for overstock.com, which became utterly time consuming and upsettingI really hope "josh the supervisor" is given better protocol, along with the rest of the face of your company.I should have been given to the executive relations department in the first place, and told to provide a death certificate, instead of being given the answer, I'm sorry I can only speak to the account holder(who is dead, thanks for reminding me josh)When I spoke to Rose in executive relations, she was very nice and immediately got to the bottom of everything It really didnt have to be that hard Thank you Rose for being a decent human being at this company
Sincerely,
*** ***

*** *** To whom it may concern, This Customer does not have an account to illustrate the actual item in the Cart that was affected and how or what part of the item dropped in price.For instance, If a Sheet Set is the Cart or had previously been ordered in King Size and the Twin Size goes on Sale it will alert the Customer of a price change.It does not reflect a price change of the Larger Size (King) in the cart (or previous purchase)That is the nature of the alert sent and the Customer was advised of the nature of the alert when they contacted Customer Care on the 9th December.The Alert notified the Customer (1) of the options had changed in priceThat option was for the Light Kit*Fan not included.I have included an actual photographic attachment of the pricing from the Pricing Computer for 12/08/2017.As you can see from the attachment, the Light Kit Only, went on Sale that day and the Customer received a notice of a pricing change, however, it was not for the Fan itself..."Light Kit Only (Fan not Included)We received many Orders for the Light Kit that Day without incident and it sold out quickly.The Advertisement that day was for Lighting, not including a FanAny previous offers made by the Escalated Assisting Agent may be taken advantage of for the next Month, by calling and speaking directly to himSincerely, Overstock

To Whom It may concern, Customer placed on 10/09/01:PMAfter an order has been submit we are unable to make any changes to the information, orders cannot be cancel once in the “Processing” statusWe strongly recommend double checking all information from your billing/shipping payment
method, and items selected before submitting your orderOur system recognizes and will auto populate the information entered from your previous orderAfter your order has been received at our warehouse for processing, we may ask our warehouse to change the shipping address before shippingWe cannot guarantee changes will be madeAfter the label has been created we are unable to make any changesOur warehouse provided tracking confirmation on 10/10/2016, with Fed Ex tracking number: ***, for the Excel Black (inH x inW x inD) Multi-Purpose 4-tier Wire ShelvingOur warehouse provided tracking confirmation on 10/10/2016, with UPS tracking number : ***, for the Manufacturer Refurbished) *** - Samsung Smartcam HD Outdoor Home Monitoring CameraCustomer contacted Overstock on 10/12/2016, advising of the address changeDepending on the contract between Overstock and our carrier, Overstock representatives may request an interception/change of address once our carrier has acknowledged the package with the origin scan taking place at their facilityAll interceptions are considered a courtesy, additional charges may applyMost standard carriers, such as UPS and Fed Ex offer an account customers may sign up to receive delivery notifications, and/or request additional changes/delivery instructionsFees may applyUPS received customers address change request on 10/12/2016, successfully rerouting, tracking number: *** Manufacturer Refurbished) *** - Samsung Smartcam HD Outdoor Home Monitoring CameraFed Ex Successfully delivered the package shipped with tracking number: *** containing the Excel Black (inH x inW x inD) Multi-Purpose 4-tier Wire Shelving, on 10/12/2016, to the address entered at the time the order was submittedOverstock shipped the Excel Black (inH x inW x inD) Multi-Purpose 4-tier Wire Shelving to the address entered at the time the order was placedSincerely, Overstock