Overstock.com

Mr. [redacted] Complaint ID: [redacted] To Whom it may concern, Contrary to what Mr.[redacted] said about receiving (2) Chairs. The Order was made by and sent to [redacted]. The Method of Payment belongs to Mr. [redacted]. The Customer first received (2) Chairs ordered. They...

advised us (1) was the wrong color and an immediate replacement was issued to the same address as before. A return label and later a UPS Call Tag was issued for pickup of the wrong Chair.Both Labels were provided at our cost. UPS came by for the Return item, however, it was not made available by the Customer for pickup. The Customer received the Replacement Chair and claimed it was defective or had Torn Leather on the Seat. The Customer says they cannot disassemble the Chairs for return and is demanding we provide a refund or pickup the assembled Chairs via Freight Carrier which is more expensive than the Chairs. Why would the  Wrong Color Chair be assembled. We would not assemble a Chair that apparently was the Wrong Color and needed to be returned. (Black instead of White). It should have  been left in the box and provided to UPS for the return that was paid for by Overstock. The Customer says they cannot disassemble it. Did they assemble it for Return? It was Black when White was ordered. The Customer claims the Replacement Chair arrived and was Torn on the Seat. The prominent part of the Chair. Again the customer claimed they assembled the Chair and cannot disassemble it. Again, why assemble a Chair to be returned. The Customer has been non-responsive to inquiries about the issue and contacted his Credit Card to dispute the charge(s). The Case was ruled twice in our favor. The Customer was billed for items received and in spite of attempts to retrieve the Merchandise, the Customer again says He assembled the Chairs and cannot disassemble them. Overstock is not required to pickup items via an expensive Freight Carrier Consignment  that should have been left in or replaced into the box immediately after finding anything wrong and made available for UPS sent by us and or taken to UPS with the Return Labels that were provided at our cost. If  the (2) Chairs in question are un-assembled and prepared for return We will have them picked up, otherwise,Please replace the items in their packaging or other packaging secured for return and we will have them picked up and refunded.Note(Height adjustment bar issue related to raising or lowering the seat: Have the customer check the top of the hydraulics for a plastic cap? It stops them from operating during shipping and sometimes customers forget to remove them.) Sincerely, Overstock

To Whom It May Concern: 09/17/2017 PURCHASE OF (2) Cyra Industrial Reclaimed Accent End Table by iNSPIRE Q Classic  Order #[redacted] 01/01/2018 customer contacted Overstock by Live Chat and advised the table tops had cracked. She was told by the chat agent that the tables appeared to have an...

issue with the tops. 01/05/2018 the two replacement tables were shipped to the customer. 01/08/2018 the report from the warehouse that shipped the replacements, states the customer may dispose. The email sent to the customer with tracking for the replacements also states that she may dispose of any leftover parts – which means the warehouse sent out the replacements to use or to take parts from and they did not expect any of the stands to be returned. 02/03/2018 the notes on the account show that replacements were sent and the original tables had not been returned. Our system is set up to alert when items are not returned within the standard time frame (30 days) and the customer will be charged for the replacements. The solution specialist working this issue should have followed through and completed this in our system so it would not have flagged to be charged for the replacement tables. 02/03/2018 the customer is notified of the replacement charge and contacts Overstock to advise she never received a label. 03/06/2018 Today I have no reason to go any further with this explanation regarding the complaint as the customer is correct with what she has reported. After reading the customer complaint and the notes on the customer’s account, I can see that Overstock did not handle this properly. The customer will be refunded today for the replacement charge. She will also receive an apology from Overstock for the inconvenience she has had over this specific incident.   Sincerely, Overstock

To whom it may concern,   Products on the Site are subject to change without notice. Errors will be corrected when discovered. Our Site contains a large number of products and it is always possible that, despite our best efforts, some of the products listed on our Site may be incorrectly...

priced, the quantity or availability of a product may have changed just prior to an order being placed or other errors may be displayed on the product page.   We will normally verify prices, availability and confirm there are no errors on the product page as part of our dispatch procedures.   Where a product's correct price is less than our stated price, we will charge the lower amount when dispatching the product to you. If a product's correct price is higher than the price stated on our Site, we will normally, at our discretion, either contact you for instructions before dispatching the product, or reject your order and notify you of such rejection. We are under no obligation to provide the product to you at the incorrect (lower) price, even after we have sent you an Order Confirmation or a Shipping Confirmation, if the pricing error is obvious and unmistakable and could have reasonably been recognized by you as a pricing error.   On occasion, you may be able to place a product in your shopping cart and submit your order for processing, but your order is subsequently cancelled due to unavailability of product. You acknowledge that products may sell quickly and there may be a short period of time after an order has been submitted, but where the product is no longer available. You agree that we may cancel your order after you have received an Order Confirmation without penalty. On very rare occasions, you may receive a Shipping Confirmation from us, but the product is no longer available in our or our third party fulfillment provider's inventory. You agree that we may rescind our acceptance and cancel your order without penalty if we are unable to ship the product you ordered due to unavailability.   We reserve the right to correct any errors, inaccuracies or omissions on a product page. We reserve the right to rescind our acceptance and cancel your order without penalty in the event there is an obvious and unmistakable error on the product page, in our reasonable discretion. If you have already received your order, we will do our best to resolve your concern.   Upon researching the product in question, I was able to find this was the price of the item shortly last month. As a one-time courtesy, we’ll honor the price the customer found today and will assist in placing the order.   Sincerely,  Overstock

To whom it may concern, 2/17/2016 – The customer’s product was out for delivery on this day however, it does not appear to have been delivered at the time Overstock and the customer were notified. Overstock was advised that her item will be delivered between 9:00 AM and 1:00 PM. The order must not...

have been delivered because the customer called and inquired about delivery of her product on the next business day. On 2/18/2016 – We were contacted by the customer who was inquiring about returning her Easy Comfort LC-200 Lift Chair because she stated that the freight carrier was giving her the “ run around “. The product was out for delivery on 2/18/2016. The customer advised us that she will be returning the product if it is not delivered by the end of the day. The customer contacted us later on this day stating that she wishes to return the product because of the missed delivery and because the carrier did not have the option to delivery inside of her home. The delivery was not accepted and shipment was refused by the customer. *The Standard Threshold Delivery Service provides delivery of your shipment to the nearest ground level entrance, i.e.: your front porch, a lobby or a garage entrance. This is not considered an inside delivery. From here, we requested the return shipping cost from our warehouse. 2/19/2016 – The warehouse got back with us stating that the return cost is $125.00. This cost is what the freight carrier charges.  The freight carrier had noted that the customer refused the shipment because it was not an inside delivery and because the carrier would not take her current furniture away at the same time of the delivery. The customer contacted us on this day. We advised her that the cost to return the order is $125.00. However, before customer service could offer to cover half of the return shipping cost, the customer disconnected the phone call. We emailed the customer and let her know that we would split the cost with her which is $62.50. The customer will be followed up with today in regards to the return. We consider this return a buyer’s remorse return. Please see our Oversized Item delivery policy: https://help.overstock.com/app/answers/detail/a_id/8/c/2/session/L3RpbWUvMTQ1NjI...⇄  The charges still do apply as the carrier does charge to return the product back to the warehouse. Our return policy link is also as follows https://help.overstock.com/app/answers/detail/a_id/1   Sincerely, Overstock Tell us why here...

To whom this may concern,   12/26/2017 - The customer contacted Overstock stating that they received the wrong table. Our notes show that the customer would like the Aurelle Home Italian Modern Spyder Dining Table picked up right away. The customer was advised that it would take 1-2 business...

days for follow up. 1/4/2018 – The customer contacted Overstock as the customer had not been followed up with within the timeframe promised. Customer service advised the customer that they would follow up with the customer the following Monday as we had to work with the warehouse to get this item picked up for the customer. 1/8/2018 – Customer service asked the customer to send in photos of what they received. 1/9/2018 – Overstock received photos of the item. The customer also advised that if the table is not scheduled for pickup by the end of the day on 1/9 – the customer will be put the table on the curb. The customer did also mention that it will most likely rain on this evening. 1/10/2018 – The customer was contacted and was advised that Overstock is actively working on getting the table picked up. The customer was also notified that the customer would be liable for any damages don’t to the table while it is in their possession. The customer replied and advised that they are a lawyer. The customer is now demanding a full refund and advising that they could keep the item as well. At the end of the email the customer sent into Overstock, they said that because of Overstock’s threat, the customer is now keeping the table. Overstock.com did not threaten this customer. Overstock advised that the customer is liable for the item while it is in their possession. The customer then asked for this issue to be escalated to a supervisor. 1/11/2018 – Customer service has apologized to this customer. Customer service also advised that the customer’s full refund will be processed as soon as Overstock can confirm that the item is back in transit to our warehouse. The customer was also provided with the return information for the pickup. 1/13/2018 – The customer asked not to be contacted any further as they have filed a complaint with the Federal Trade Commission. Overstock did not contact the customer back, nor was the customer’s refund processed as the item was not returned. In closing, Overstock followed up with the carrier of the return pickup and the carrier advised Overstock that the customer was unresponsive to their calls for pickup arrangements, therefore the pickup was canceled. Per YRC this was cancelled as they were unable to schedule an appointment with the customer. The calls were made on 1/19, 1/21, 1/22, 1/24 1/25 1/29.   Sincerely,   Overstock Tell us why here...

To whom it may concern, All merchandise sold on Overstock is 100% authentic. The Extended Selection Yves Saint Laurent Cabas Rive Medium Black w/Silver Hardware Gauche Satchel Handbag, offered on Overstock is shipped from an authorized vendor. If a customer is not happy with the quality of...

merchandise received we stand behind our product with a 30 day return window. Due to the value of the Extended Selection Yves Saint Laurent Cabas Rive Medium Black w/Silver Hardware Gauche Satchel Handbag, if the security tag has removed, or any paperwork that was shipped with the product is missing overstock is unable to accept your return. The prepaid label offered by Overstock insures up to $80. We are unable to take liability of an item that has not reached our possession at the provided return facility, for this reason our customer is asked to return high value merchandise on their own with a reliable traceable carrier, and should purchase insurance to cover the value of the item in case an occurrence may happen in transit. Our customer has been contacted on 12/05/2016, via phone and email. When it's determined the item is defective, damaged or incorrect, we'll gladly refund the shipping you pay to return it.   Sincerely,Overstock

To Whom It May Concern: 10/03/2016 - The customer ordered the item and paid for “Express Shipping” which gives a timeframe of 1-3 Business days – estimated 10/06/2016 as the latest delivery date. 10/04/2016 – Customer contacted us to request the order be canceled as it had not shipped out yet. When...

the customer was told it was a 1-2 business day wait for an update on canceling the order – the customer decided not to cancel so the “Request to Cancel” was deferred or canceled at that time. 10/04/2016 – The customer emailed in later that night and expressed his dissatisfaction regarding the service and logistics. 10/05/2016 – Overstock is working with the shipper to find out if the item had shipped yet. The shipper reply was that it had shipped but due to the weather conditions in the customer’s state – the shipper said to have the item returned if not delivered to the customer by 10/06/2016. 10/05/2016 – Customers order shipped out with a delivery estimated for 10/06/2016 10/06/2016 – Overstock emailed the customer and confirmed that a refund for the expedited shipping had been issued and placed on the customer’s method of payment. 10/06/2016 - The package tracking with UPS shows “Out for Delivery” and is noted as follows: “An emergency situation or severe weather condition has delayed delivery. / Your delivery has been rescheduled for the next business day.”  (10/07/2016) 10/06/2016 – Later that day – seeing the shipment was going to deliver too late to the customer due to the weather conditions the tracking for the order shows: “The sender requested a delivery change for this package. / The package will be returned to the sender.” 10/06/2016 - The customer is refunded in full the credit is placed on the customers’ method of payment and sent an email confirming the refund.   Sincerely,   Overstock

To whom it may concern,   The particular warehouse that shipped out the (Hotel Grand Naples 700 Thread Count Hungarian White Goose Down Comforter) did have an inventory error where they shipped out the incorrect product twice to the customer. The warehouse did look into the issue and have...

corrected their mistake with the second replacement and confirmed the merchandise that was sent out is correct and authentic. If the customer would still like to return the product we are more than happy to accept the return for a refund.   Sincerely, Overstock.com

To whom it may concern,   As of 9/28 a contact was made to the customer by phone call and a voicemail was left offering to discuss compensation.   Our initial offer has been rejected and we have not received contact back from the customer.   This issue is currently still open with our customer service waiting for the customer’s response.   Sincerely,   Overstock.com

Complaint: [redacted]
I am rejecting this response because:I asked several times to both the customer service representative and the supervisor...how do I become an authorized user on this account. How do I go about becoming able to discuss this matter with you. At NO time was I offered a resolution of providing a death certificate. All I got was repeated to me...we can't speak to you because you are not an authorized user. We can only speak to the account holder. Okay, how do I do that?  Then I was told I must have power of attorney, which is null and void at her death, or I could log in to her account and put my name on her account. Why was the death certificate never offered to me. The supervisor didn't even have a clue what to do. He said he had to speak to some of his "colleagues" and he would call me back the next day. Of course he never did, so I had to call, in which he again told me he just wasn't able to discuss this with me. No resolution offered whatsoever. So please don't make it seem like it's just that simple...just provide a death certificate.  That was never once offered to me. Otherwise, of course I would have sent it.  I was treated rudely by your sorry excuse of representatives and supervisors. They need to have a better protocol. So now begs the question, where do I fax this certificate and how do I get ahold of whoever I am supposed to. 
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,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response from overstock is far better than the previous communications. I will never do business with them again. I am waiting on my credit to my account. 
Sincerely,
[redacted]

To whom it may concern, 7/13/2016 – The customer reached out to our customer care through our chat option. The customer expressed that the bed she purchased is very squeaky and noisy for the short time she has been in possession of it. The customer gave three options for us: to have it repaired,...

exchange for a different model or to fully refund her. Overstock does not offer repair service, our system is not built to do exchanges. The customer would have to return the bed if she would like her full refund. Customer service did offer to issue a pickup of the bed and return it for a full refund. The customer did state on this day to our customer service that she will issue a complaint to the Revdex.com because we did not comply with her options. The online chat ended. Customer service did follow up with the customer via email stating that they would issue a maximum of $60.00 to the customer’s payment method if she keeps the product in its condition. 7/14/2016 – The customer replied to the email from customer service regarding the $60.00 partial refund. The customer accepted the $60.00 and stated that she will have the product fixed herself. On this same day, we issued the customer $60.00 to her credit card account and emailed the customer to confirm that we had issued that refund. This issue is now closed.   Sincerely,   Overstock Tell us why here...

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
This is your Return Policy that you have on the Walmart
website.
What is this a false advertising
Copy and Paste from Walmart website
You can initiate a return for most new and unopened items
within 30 days of delivery for a Full Refund.*
You must return items in new or unused condition with all original materials
included with the shipment. We must receive your returned items at our processing
facility within 45 days of delivery. We inspect all returned items and award a
partial refund for opened or used products. If the return is a result of our
error or defective product, we will refund the full cost of the merchandise and
shipping charges. If you initiate a return after 30 days, a partial refund may
be issued depending on elapsed time and condition of merchandise.
My delivery was set for the time-frame of 1:00 PM to 5:00
PM. and I called to find out why they did not pass by, they just told to me
that they passed by around 10:00 AM.
That was a lie because my wife was home on the top of that I
have security camera that I can prove that they never pass on a no arrange
time-range. I don't know who is more irresponsible you or your shipping
company. Why do you charge those $50 Dollarsto the irresponsible shipping company.

To Whom It May Concern, On 5/18/2017, customer reported parts for the Vinnova Tuscany 36-inch Single Vanity in White with White Vessel Sink with Glass Countertop without Mirror missing. Overstock’s supplying warehouse confirmed the replacement parts have shipped as of 5/25/2017. Our records...

indicate the customer was aware the parts had been shipped as of this date; customer contacted Overstock requesting a return of the Vinnova Tuscany 36-inch Single Vanity in White with White Vessel Sink with Glass Countertop without Mirror, and the parts upon arrival. No carrier has been arranged to retrieve the Vinnova Tuscany 36-inch Single Vanity in White with White Vessel Sink with Glass Countertop without Mirror; due to extensive time frames, a refund has been released to the customer’s original payment method. Sincerely, Overstock

To Whom it may concern,   Upon review of our customers order number [redacted], I see the HP Envy 7640 Inkjet Multifunction Printer - Color - Photo Print – Des was ordered on 12/06/2016 at 02:36 PM. We received our customer’s initial contact on 12/06/2016, noted at 4:31, requesting a change in...

product due to lower price. At this time a cancellation request was sent to our warehouse. Once an order has been placed we are unable to make changes to the information our customer has provided, or to the selected item. If a customer has entered incorrect information or wishes to cancel an order there is a limited window of time, before the information is processed to our warehouse, that we may cancel an order in our system. In extreme situations we can communicate with our warehouse, with a cancellation request, these are not guaranteed. Our warehouse was unable to cancel the customer’s order; we received shipment confirmation with Fed Ex tracking number: [redacted], on 12/07/2016. The following day 12/08/2016, a delivery was attempted at the customers address; Fed Ex was unable to complete delivery.  Fed Ex, reports the package as “Refused by recipient” at 1:04pm.   An email was sent to customer on 12/09/2016, regarding the shipment advising the cancellation request could not be complete, Overstock representative contacted Fed Ex requested interception / return to sender.   On 12/09/2016, customer’s funds have been released in the full amount. Customer has been advised to contact their financial institution for their direct posting time frame. As of 12/10/2016 Fed Ex has marked the packager undeliverable-retuned to sender. There are no notes on record indicating the HP Officejet 4650 Inkjet Multifunction Printer - Color - Plain Paper, from order number [redacted], placed on 12/06/2016 04:47 PM should be intercepted, or retuned. An Overstock representative has reached out to our customer today 12/13/2016, to discuss an appropriate resolution. Customer is welcome to reply directly to the email provided or contact Overstock customer care at 800-843-2446.   Sincerely, Overstock

Complaint: [redacted]
I am rejecting this response because:The business provided the following verbatim response: "we did provide the incorrect information. The customer was mislead by the shipment date provided by us".  In my original complaint I asked about a reasonable accommodation, the merchant ignored it.  In fact, the item is now advertised as a "weekly deal" by the merchant for $50 less.  I do not believe asking the merchant to adjust the order by $50 to the original payment method is unreasonable.  In fact, it is not really even much of an accommodation as this is a current sale price.Otherwise, I request the Revdex.com to initiate binding arbitration, and per Revdex.com operating rules, each party can pay the Revdex.com a $75 filing fee.
Sincerely,
[redacted]

To whom it may concern,   On 10/28- The Order# [redacted] was placed. Officially shipped 10/31 and arrived on 11/14 due to some shipping shortcomings. On 11/29- The customer called to advise the size 11 doesn’t fit and needs to return. The return instructions and information was emailed. ...

On 1/09- the customer called in because she hadn’t received her refund. Tracking was provided by the customer showing it was sent back and delivered on 12/09.  The agent contacted the warehouse and learned the ring was badly scratched. He requested pictures of the ring and provided the customers return address. On 1/10- The customer wrote in to express his frustration with the amount of time waiting for the credit and having to make payments among sending it back and being told it’s returning due to scratches that were allegedly on it when received. The customer explained that he never wore the ring, but placed it back in the box to return it shortly after receiving it. An agent wrote back to the customer to explain this issue was being sent to the High Value Department for further help.   On 1/12- The customer wrote in explaining he’s waiting on our follow up decision. He states the ring was never touched; it couldn’t be worn and only kept it until he had time to send it back.  He went on saying due to his occupation, it took some time to return it, and the scratches were on the ring when delivered, but he didn’t think much of it.  In conclusion of the email, he says he’s waiting for us to credit the money back or let him know of a decision being made. On 1/13- The customer wrote in saying he’s unable to call in and asks for a call back.  Later in the day, the customer called back to get further details on the return. The agent explained the previous agent had sent a message to the warehouse to obtain tracking for the return back to the customer. It may be until after the holiday for answers. On 1/16- An agent sent an email providing the return tracking for the customer to receive the ring back. The customer replied with an inquiry to get a partial credit back for the ring.  Later called in, and our agent issued a partial refund of $230 since the ring is now being shipped back to the customer.   Sincerely, Overstock

To Whom it May Concern, If Customer wishes to pursue legal action, please send a written complaint to: O.co Legal Department 799 West Coliseum Way Midvale, UT 84047  Sincerely, Overstock

To Whom This May Concern, The customer first contacted us on May 30th, 2016 informing us that her bed arrived with a defective headboard as it arrived with major scratches.  Customer also  informed that all other pieces are ok.  The agent offered the customer a parts request to...

replace only the headboard.  Customer accepted the offer and was provided the 1-2 business day timeframe  for a reply. Our supplier replied on May 31st, 2016 requesting more detail of the damage. An email was sent to the customer requesting this additional information on June 2nd, 2016.  Customer emailed back to us on June 2nd, 2016 advising they haven’t received any kind of reply regarding the incident.  Then replied later that same day (6/2/16) providing the details of the requested information.   The information was forwarded to our supplier on June 3rd, 2016.  We received a reply from the supplier on June 6th, 2016 providing us a tracking number of the customer replacement headboard.  Per UPS tracking the replacement delivered on Wednesday,  06/08/2016 at 9:24 A.M. Left at customers garage. Customer contacted us again on June 18th confirming the headboard arrived but now there are no legs for the footboard. We offered the same service to request parts to be shipped out to her. Our agent made an error requesting a footboard on June 19th instead of the legs. Our supplier asked (6/20/16) why this was not included in the original request.  Between June 20th -21st, we clarified with our supplier that the request is for two legs for the footboard and not a footboard.  The 23rd  we sent an email asking the customer to open all 3 boxes to make sure nothing else was missing or damaged.   Customer stated “I've opened all boxes with the exception of the new shipment for the headboard. My previous request asked for the legs to be included for the footboard. I'll open the new headboard that ship to see if they stuck that part in there. Can you confirm with them that that order completed both requests?” We replied on June 27th informing the customer that both requests have been completed and the supplier was just wanting to make sure no other parts are damaged or missing.   We received no reply and sent another email to the customer on June 29th. Customer replied to our email on the 29th informing us that they have not yet opened all the boxes as they have been traveling and will open on the weekend to confirm.   We emailed customer on July 5th asking if they had a chance to open all boxes to confirm what parts are needed. We received no reply from customer and sent another email on July 6th also informed we will make one more attempt to contact her. Again no reply from customer, so another email sent on July 7th advising we will me closing the issue pending her reply as we had not heard back from them.   Customer then contacted us on July 11th, 2016 confirming that all boxes were inspected and only missing the legs for the footboard. The request was issued to our supplier that same day. Our supplier was hesitant to complete the request as they were not understanding how the customer confirmed no other issues before and now receiving another request. Supplier sent out requested parts for legs of footboard. Per tracking, customer received parts on Monday July 18, 2016.   Customer contacted us on July 22nd informing only one leg was received in the package. Sent request to supplier advising of the one leg being received. After confirming with supplier and customer that the footboard only needs two legs, our supplier shipped another leg out to customer. Tracking shows it was delivered on August 1, 2016.   Customer contacted us again on August 3rd, 2016 advising that all hardware for the bed is missing and would like replacements sent out but they will try the local hardware store.  We reached out to our supplier on August 3rd requesting hardware.   Our supplier replied on August 4th advising that the customer contacted them directly asking for dimensions to buy hardware instead of having them replace it.  Customer replied to us on August 7th stating the hardware store does not sell the part they need.   We updated the request to our supplier asking to send hardware. After clarifying to them that they need to ship the entire hardware pack they replied that the customer should have everything they need as there have been 3 replacement parts out already.   We emailed customer on August 15th advising that we are unable to ship the replacement parts as the 30 day timeframe has been reached.  Customer replied to our email stating they will never purchase anything from us again.   At this time the issue has been closed.   Sincerely,   Overstock.com