Overstock.com

To whom it may concern, The customer placed an order on 06/18/for the Dell Latitude ECore I7-Quad 2nd Gen 2720Qm 8GB 240GB SSD DVDRW 15.6-inch W7PHDMI Cam (Refurbished) and the Year Laptop Service Plan with Accidental Damage Protection for Dell Latitude ECore
I7-Quad 2nd Gen 2720Qm 8GB 240GB SSD DVDRW 15.6-inch W7PHDMI Cam (Refurbished)A screenshot of the customer's order details has been attached for review and the customer can locate this information when they log into their account and select order details for order # ***.As the customer ordered a GB computer, the customer was sent a GB computer, and received the computer on 06/22/2015.On 06/23/2015, the customer contacted us via email to advise that they were returning the computer because they ordered a "GB" and received the "GB drive"The customer initiated the return using our online return service prior to contacting us.On 06/23/2015, we responded to the customer via email, and provided return instructions and explained the return cost would be $We also issued the customer a full refund for the Year Laptop Service Plan with Accidental Damage Protection.On 06/23/2015, the customer contacted us via email and advised that they already had a label and didn't need a new return labelOn 06/24/2015, our Customer Service Department replied to the customer's email stating: "I didn't realize that you had already had a label." and "I was just trying to provide the return instructions regarding your return."On 06/30/2015, the customer was refunded for the Dell Latitude ECore I7-Quad 2nd Gen 2720Qm 8GB 240GB SSD DVDRW 15.6-inch W7PHDMI Cam (Refurbished), and the $return fees were deducted from the customer's refund.On 06/30/2015, the customer contacted us disputing the return feesWe replied and explained to the customer that our records show that a GB laptop was ordered; therefore, that is what was sentWe explained that they didn't order a GB for this order and because the return wasn't a result of our error, they would be responsible for the return fees.After reviewing the details of the order, we have found that based upon the order details and the return information, the customer is responsible for the return fees.Sincerely, Overstock

*** *** *** To Whom it may concern, Many companies have rewards Programs...Overstock has Club OSears has a program called "Shop Your Way." Overstock has no Oversight or Management ability with "Sears" ProgramsWe are not part of any Sears promotions
jointly. The Customer will need to contact the Support Team for "Shop Your Way." Please contact: The Member Care Center at [email protected], or by phone at 1-800-991-. Sincerely, Overstock

To whom it may concern, Please convey our apologies to the customer for any confusion regarding the $credit that has been issued for the INSPIRE Q Corbett Horizontal Striped Gray Linen Upholstered Queen-size Bed.The information provided in regards to the in-store credit, was to explain that Overstock made an error, and issued the compensation to the customer's Overstock account, instead of to their PayPal account; which is why the customer was unable to see the compensation promised for their experienceOverstock has since corrected the error, and has issued the remaining $that was promised and owed, to the customer's PayPal account. Therefore, as we have issued the correct amount of compensation that was offered to the customer, and accepted, Overstock will not be issuing any additional compensation to the customerSincerely,Overstock

To whom it may concern,  We have reviewed the customer's order history and found the following Order # [redacted] and order # [redacted] were placed on 05/14/2016 for the Safavieh Handmade Moroccan Cambridge Light Pink Wool Rug (4' x 6'), the Safavieh Handmade Moroccan Cambridge...

Blue Wool Rug in the (4 ft. x 6 ft.) option, and the Safavieh Hudson Ogee Shag Grey Background and Ivory Rug (10' x 14'). The description of the pink rug is "Light Pink", the description of the blue rug is "Blue", and the description of the grey rug is listed as "Grey". The description of the rugs only shows as standard colors and there isn't any additional description showing for these items. The customer also placed order # [redacted] for the Safavieh Handmade Cambridge Moroccan Navy Cross-Pattern Wool Rug (4' x 6'), the Safavieh Handmade Moroccan Cambridge Navy/ Ivory Wool Rug (2' x 3'), and the Safavieh Hudson Ogee Shag Grey Background and Ivory Rug (2'3 x 8'). On 05/21/2016, the customer contacts us to return the blue and the grey rug. The blue rug was being returned because it wasn't "Navy Blue" and the grey rug was being returned because it was " not cut square". The return fees were waived and we assisted the customer with a return for a refund. A full refund was issued for the return of these rugs. The customer also asked to return all of the rugs from order # [redacted] because the color wasn't what they expected and one of the rugs that showed delivered was missing. We assisted the customer with a free return for a refund.  The customer was issued a $25.00 in-store credit for the "inconvenience that customer has experienced." Consequently, the customer placed a new order on 05/21/2016 for the Safavieh Handmade Moroccan Cambridge Navy/ Ivory Wool Rug (4' x 6') and the
Safavieh Handmade Moroccan Cambridge Navy/ Ivory Wool Rug (4' x 6'), and used the compensation that was issued.    We understand that the customer is purchasing rugs and are expecting the colors to be accurate to the colors shown in the picture; however, as shown in our disclaimer and available for every rug purchased "All rug sizes are approximate. Due to the difference of monitor colors, some rug colors may vary slightly. We try to represent all rug colors accurately."  Therefore, if the color received isn't as expected, this is considered a buyer's remorse return, and the customer is responsible for the return fees. According to our records, we have waived all of the return fees for the customer, and the customer has received their refunds accordingly.  The customer has been compensated fairly and no additional compensation will be issued.  Sincerely,  Overstock

To Whom it may Concern,Many Online Retail Sites have Distributors that provide their own services for items purchased they sell Onsite. Overstock.com has a 30 day period for Customers to inspect and or return damaged or defective items. This policy also applies to the Distributors that sell...

Onsite. The Customer called to inquire about delivery times on the 20th and 22nd of July hoping the item would arrive before their trip. Our Phone System records each and every call or chat. The Customer received and signed for the item in question on 07/22/2017 after calling about delivery time frames. The issue was not reported at that time. No issues were reported for 38 days.Their next contact was on 08/29/2017. Notes indicate the Customer was directed to contact the Distributor for Information. I am checking on the Phone Number issue. The Email for the Vendor is current.The 30 day return period is to protect our Customers, Sellers and Ourselves. We will contact the Seller on the Customers behalf at this time about the contact/return issue and resolution.Sincerely,Overstock

To Whom it may Concern, Our customer placed an order for the Burlington Square Fabric Storage Ottoman Bench by Christopher Knight Home on 12/22/2017. Customer contacted us to cancel on 12/23/2017. Overstock advised our customer that we were unable to cancel on 12/23/17. See the attached photo included for our Terms and conditions. Sincerely, Overstock

er this time frame may be deleted and it is not guaranteed Revdex.com will receive the information.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

To whom it may concern, To clarify, Overstock would be willing to grant a 48% price concession on only the Bumble and Bumble Surf Spray as a professional courtesy and not as an admission of wrongdoing. As indicated in our previous response, the website clearly explained the basis for the reference price. Our customer service do their best to politely resolve customer concerns, but the website disclaimer is still the definitive source on the definition of the reference price. If the customer would like to take advantage of our offer of 48% off of the Bumble and Bumble 4 Ounce Surf Spray, they can contact our Executive Relations at ###-###-#### and ask to speak with Carly T. Sincerely, OverstockTell us why here...

To whom it may concern, The customer placed their order on 06/08/2015 and it was delivered on 07/01/2015. The customer contacted us on 07/01/2015 and reported that their order arrived damaged. The customer requested that a replacement be shipped out.On 07/02/2015, we requested pictures showing the...

damages to the item, and notified our warehouse that the item was damaged and needed to be returned. On 07/06/2015, the warehouse advised that the customer could dispose of the item, as we wouldn't need it returned. The customer was notified that they could dispose of the item and a replacement order had been processed.On 07/06/2015, the customer replied and advised that they couldn't dispose of the item and requested that we assist in making arrangements "to get rid of it".On 07/13/2015, the customer contacted us and advised that they didn't want a replacement shipped out, and also wanted the damaged item picked up and removed. As the customer didn't want the replacement order, we sent a request to have the order intercepted, and returned. A pick-up was also registered for damaged item.On 07/15/2015, the customer was contacted and provided with the paperwork that would be needed for the return of the damaged item.On 07/16/2015, the customer was issued a full refund. The customer was sent an email to confirm the status of their refund details.On 07/23/2015, the customer contacted us because they hadn't heard from the carrier and the damaged item hadn't been picked up. Therefore, we did contact the carrier and advised that the customer was still waiting for the damaged item to be picked up. We confirmed with the customer on 07/30/2015 that the damaged item was picked up.Our records show that this issue has been resolved. If the customer doesn't agree, and needs further assistance, we would ask that they give us a call at [redacted].Sincerely, Overstock

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Most of the details provided above are correct except where I was initially told I couldn't change an order once it was placed. I finally did get help via social media from an amazing representative named Kevin.  He was the only positive part of my experience with Overstock.com. I hope they treat him well. 
Sincerely,
[redacted]

Hello,In researching this customer's account, we were unable to find that the customer contacted us to return an item from their order placed on 6/09/2015; however, we will assist with the issue. Please call [redacted] and our Customer Care department will assist with the return and...

the return instructions.Thank you,Overstock

To Whom It May Concern:   11/23/2017 the customer made a purchase 12/02/2017 the customer contacted Overstock for assistance as the tracking was showing the package had a bad address and had been returned to the sender. [redacted]This product was sold on our (Overstock) website by a Market Place...

Seller. A Marketplace Seller is a Supplier who sells on Overstock but handles their own returns and customer service. The Marketplace Sellers do operate differently than we do. Customers must contact the Seller first before Overstock can offer any assistance. 12/02/2017 customer called in to alert us that the package did not have the correct shipping address for delivery.  The street numbers on the package was showing [redacted] instead of [redacted]. The Post Office could not deliver so the package was returned to the seller. 12/15/2017 the customer contacted us to see when the refund would be put back on his method of payment as he needed to make another purchase since this one had been returned.  The agent assisting the customer created a contact between the seller and customer so they would be contacted within 24 hours.  The agent also sent an email to the Seller advising the customer has been waiting for a replacement or refund now as the watch was returned to your warehouse – tracking shows 12/07/2017. 12/18/2017 the notes indicate the customer contacted Overstock for an update and to advise he had contacted the seller multiple times and the seller stated that they will help them with a replacement. However, the replacement wasn't released. This was a Christmas gift and customer does not want to contact the seller anymore on this. They want us to process the refund so that they can place a new order or a replacement before Christmas. 12/18/2017 the chat was transferred to a Chat Supervisor (Craig) for assistance. The Chat Supervisor said that he could activate a one year free Club O Gold membership worth $19.95 along with $10.00 Club O Rewards, and advised the Club O dollars could be redeemed on his next order. The customer in not so many words advised that this would not help his situation so the Chat Supervisor then advised he could give the customer a 20% off coupon for his next order. After conversing about some watch prices on our site and competitor’s sites the Chat Supervisor made a onetime exception, and due to the circumstances of the issue at hand he issued the refund back to the customers method of payment and the remaining money from his gift card was placed on the customer account as in store credit.  The customer was not happy with this resolution and they discussed what the customer had lost from purchasing the item on Black Friday and that he needed a gift in hand by Christmas and the extra charge to expedite the order to get it to the person by Christmas. The Chat Supervisor finally said: I understand you have purchased this on a Black Friday deal. I can help you with a maximum of 25% discount on the new purchase. This is the best I can do. The customer said he would not be able to go on to our site for a few hours to look at the watches but he would and then contact us back.  The chat agent noted the customer’s account as follows: Customer has contacted the seller multiple times and the seller stated that they will help him with a replacement. However, the replacement wasn't released. This a Christmas gift and customer does not want to contact the seller anymore on this. They want us to process the refund right away so that they can place a new order or a replacement before Christmas. Therefore, I processed the refund for the customer. They wish to place a new order for a different watch. However, the price is higher than our competitors web site. Also, they have got 15% discount for the returned order. Informed that we do not Price Match and offered 20% discount. Customer was still disappointed with this as the price is high. Therefore, I offered 25% discount on the new order. Informed them to place a new order, I'll help them with 25% discount. Customer stated that they will contact us back. I have provided the chat reference number. 12/18/2017 the customer placed the new order # [redacted] using the 25% coupon discount and the in-store credits he had on his account. The order was for a watch. The watch delivered to the customer by UPS on 12/20/2017. The customer received assistance and it was not acceptable assistance from this Market Place Seller. This information has been passed on to that specific department so it can be reviewed and taken care of so this does not happen again.   Sincerely, Overstock

Complaint: [redacted]
 I would like to know where the presence in my state is established and why nothing is being handled or shipped from that presence. I will not close this until I have a valid shipment sent to me. This is supposed to be a gift which is now going to be late.
Thanks,
[redacted]

To Whom It May Concern,                  It is our hope that we will arbitrate this matter to a final solution. The Overstock.com supplier requested to have their items removed from our site on May 11th 2017.  With...

clarification and guidance from the supplier, we removed all of the supplier’s listings and proceeded with account deactivation in accordance with the terms of the applicable agreement.  On December 27th 2017 the supplier contacted us and advised that our account had a past due balance owed to the supplier. Additional information necessary for research was requested from supplier. Five invoice numbers were provided by the supplier. All five invoices had been paid or accounted for in accordance with the payment terms outlined in the agreement. Suppliers accounting details were provided via our online portal for each payment made to supplier while supplier had access to the portal, per the terms of the agreement. The supplier was provided, via email, all payment records as a result of their concerns sent to us in December 2017.  In addition, the suppliers Overstock account was closed with a negative balance, which was not pursued for collection by Overstock. If there are additional questions or concerns that these records have not addressed, our Partner Pay Support team will be happy to assist in outlining where the five invoices in question were accounted for, and to provide any additional clarity needed to resolve this dispute.   At this time, we feel we have done everything that can reasonably be expected to satisfy this concern. For additional questions or information regarding your agreement terms or payment history with Overstock, please contact [email protected]. For specific questions or concerns for Supplier Oasis Transaction Fees shown on your Overstock accounting details, please contact [email protected].  Sincerely, Overstock

To whom it may concern;When customer place her order on 10/28/2017 the phone number was never updated it was left as ###-###-####. On 12/22/2017- The carrier contacted Overstock asking for a valid phone number for the customer.On 12/26/2017-A email was sent to customer asking for the correct phone number. We received the correct number ###-###-#### updated customers account and notified the carrier.Overstock was never notified that there was anything wrong with the shipping boxes either.Sincerely,Overstock

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Jordan K[redacted]

To whom it may concern, 03/03/2017 – This is the day the order was placed. The Scandinavian Lifestyle Ali Dining Table high-gloss shipped LTL ( Less than Truckload, freight carrier ) on 3/6/2017. 3/10/2017 – The customer reported the issue of the table to Overstock. The top of the table had arrived...

cracked. Because this item is oversized, we do have to let our warehouse know about the problem, how bad the defect/damage is and the warehouse will let us know if they would like it returned. We give the warehouse 5 business days to provide us a disposition on the product. We contacted our warehouse to obtain the disposition on this day. The customer will receive follow up within 1-2 business days. 3/14/2017 – We informed the customer via email that we are still working on the return and will have more details within 2 business days. 3/16/2017 – Overstock asked the customer once more to stand by as we are waiting on the warehouse reply. This would be considered the 4 business day that we would give our warehouse time to agree on a disposition. The warehouse is still within the 5 business days that we require for response on where to place the defective merchandise. 3/20/2017 – Overstock apologized to the customer and advised that we need 2 business days in order to get an update to them.  Overstock did contact our warehouse once more to see where they would like it returned. 3/21/2017 – The warehouse asked Overstock to return to our core warehouse or choose the disposition ourselves. 3/23/2017 – We have decided to let the customer through the product away and we will issue the customer a full refund. This issue is now closed and resolved.   Sincerely, Overstock Tell us why here...

To whom it may concern,  The customer placed an order for the Hey Dude Men's 'Farly' Denim Blue Slip On Shoes, in the Denim Blue color option, and the Hey Dude Men's 'Wally' Sage/ Camo Shoes in the Sage/Camo color option. The order was placed on 12/12/2015. The customer received their...

order on 12/16/2015 via FedEx tracking number [redacted].  The customer contacted us on 01/08/2016, and reported that the Denim Blue shoe color showed delivered; however, they never received this item. They also explained that the Sage/Camo shoe color they received was the wrong size. It was "too short" and "too wide". Therefore, the customer was advised that we would initiate a trace for the missing item; which could take 1-4 business days to complete. If the package is located, it will be delivered, and if the carrier cannot locate the package, a full refund will be issued for this item. As the customer just contacted us yesterday, 01/08/2016, the trace is still open. However, the customer will be provided with an update on the status of the trace within the next 2 business days.  In addition, a free pre-paid return label was sent to the customer to return the Sage/Camo color option. The label was emailed to the customer to print off and return the shoes they did receive. The customer will be issued a full refund within 3-5 business days from when we receive the item back to our warehouse. The customer will then need to verify the posting timeframes with their financial institution. If the customer has any questions or additional concerns with this or any other issue, we would suggest that they call us at ###-###-####, so that we can further assist them. Sincerely,  Overstock

To whom it may concern, The customer placed an order on 04/12/2015 for a Luminox Men's Navy Seal
Anniversary Series Watch. The item was delivered on 04/14/2015. Overstock has a 30 day return policy; however, if there is an additional distributor warranty or manufacturer warranty, it is listed with...

the details of the item. The watch is listed as having a Water resistance of 20 ATM/200 meters/660 feet. It is also listed as having a 1 year distributor Warranty. Please see attached screenshot for the details of this item. Please note, the watch is listed as being water resistant and isn't waterproof. As shown on our website, regarding water resistant watches, "a watch cannot be completely waterproof because it is made of many different parts". Our website does go on to explain how the watches are constructed to be water resistant. In addition, we show that "Chlorine, perfume, and other chemicals can harm the gaskets or sealant. Limit exposure to these materials or have your watch tested often for water resistance." Please see the attached information on water resistant watches or you can review the following link: http://www.overstock.com/guides/water-resistant-watch-quick-facts. The customer contacted us on 05/21/2015, using an online form. Please see the details of this request below and what we received:Here is the information about the return request:Customer: [redacted] Invoice: [redacted] Item: 13651169 &nbsp- Luminox Men's Navy Seal Anniversary Series Watch Quantity: 1 Return Reason: Manufacturer Defect Requested Action: Send Replacement Comment: I gave the watch to my son as a gift. He has had it less than a month and when he wore it in a swimming pool at 3-3.5 feet of water the watch leaked and stopped working. Watch is listed as water resistant to 200 meters.On 05/22/2015, the customer contacted us again and requested a refund instead of a replacement.On 05/23/2015, we did ask the customer for additional information so that we could proceed with the return for a refund. On 05/26/2015, the customer provided the necessary information to proceed with a return for a refund.On 05/26/2015, we emailed the return instructions to the customer, on how they would need to return their watch and qualify for a full refund.On 05/27/2015, the customer called us and made the decision to have a replacement sent, instead of having a refund issued. Therefore, a replacement order was processed, and shipped out and was delivered on 05/28/2015.The customer contacted us again on 11/04/2015, and advised that the watch "wasn't waterproof as described". The customer went on to explain that the "replacement watch that he has had since end of May failed a couple of weeks ago. We had the authorized repair shop in RI look at it and the watch would require a major overhaul, replacement hand that ruptured and battery (after 3 months!!)."The customer was advised that the watch did come with a warranty and that we would need to contact our warehouse and let them know about the issues that they were experiencing. On 11/06/2015, our Jewelry Department did reach out to the customer and explained that since the watch was past the return timeframe, we would be unable to set up a return for this item. It was explained that we had reached out to the warehouse to get further information from them in regards to a repair or replacement.On 11/07/2015, the customer called and advised they wanted a replacement. The customer was advised that due to the cost of the item, this request must be discussed with our Jewelry Team. However, the Jewelry Team wasn't available and so the customer said they would call back. On 11/09/2015, the customer contacted us, and spoke to the Jewelry Department. They informed our Jewelry Department that they had taken the watch to the manufacturer, to have the item repaired, and were informed that they couldn't repair the watch as Overstock wasn't an authorized dealer.  The customer was advised that we would contact the warehouse to get a resolution and follow-up.On 11/10/2015, we spoke to the warehouse and were informed that the watch would have to be sent in for repair. They advised that if the watch wasn't repairable, a replacement would be sent. The warehouse advised that if the watch couldn't be replaced, and a replacement wasn't available to be sent, a refund could be issued. The customer was provided with this information. At this time, the customer has advised that the watch has been sent in. Therefore, the customer will need to allow the distributor time to attempt to repair the item, or to replace the item. Please note: The item isn't waterproof, the item has a 1 Year Distributor Warranty (not a manufacturer warranty), and the customer allowed a repair shop to open the watch for inspection. Because the watch was opened, this may void the warranty with the distributor.Overstock has assisted the customer in utilizing their warranty. Consequently, the customer will now need to wait for a reply from the distributor, as to whether they can repair the item, if a replacement will be sent, or if a refund will need to be issued. Overstock is unable to issue a refund unless the distributor authorizes this directly with Overstock. We cannot further assist on this matter until the distributor has had the opportunity to assist the customer with a resolution. Sincerely, Overstock