Overstock.com

To Whom it may concern, It appears that the returned items were all sent back to the same warehouse, when they should have been sent to separate warehouse’s causing the confusion with the warehouse and resulting in the returns not being completed. This is because Overstock has warehouse’s all over...

the country that fulfill our orders. We will work with our warehouse’s on the back end to get the items to the correct locations but in the meantime we have issued credit on all returns that were still open on the order and an email confirming these refunds has been sent to the customer. Overstock

To whom it may concern, The customer purchased the Furniture of America Kutty Queen Padded
Leatherette Platform Bed on 03/15/2015. The customer also purchased the 5 Yr Accidental Damage
Plan; which needs to be utilized through a company by the name of Guardsman. Please note that this plan can...

only be utilized for accidental damage and that Overstock only has a 30 day return policy.The customer contacted us on 03/25/2015 and reported that the bed was defective; therefore, a replacement bed was sent. The replacement bed was delivered on 04/03/2015. The customer contacted us on 10/15/2015 and requested that we provide them with information to utilize the "warranty" they had purchased. We did provide the customer with the phone number to contact Guardsman, who handles the claims that are filed, for damaged items. The customer was also provided with their contract number. The customer explained that the bed had broken while they were sleeping.On 11/26/2015, the customer contacted us and advised that they had contacted Guardsman, who wanted photos of the issue that the customer was experiencing. On 11/30/2015, we spoke to the customer, and it was discussed that the item would need to be repackaged. The customer was going to think about the return and contact us back. The customer also chatted with us on 11/30/2015, and we did inform them that the item would need to be repackaged and returned, in order for us to issue a credit. On 12/02/2015, we advised that we would contact Guardsman, and see if there were any other options in filing the claim. We explained that they do have their "own standard process" and that we would see if we could make the process simpler for them. *According to our records, there isn't any additional communication between the customer and Overstock since 12/02/2015. However, we have proceeded in utilizing the Accidental Damage Plan purchased by the customer and an in-store credit was issued in the amount of $[redacted]. We are unable to refund the customer for the price of the warranty as this has been used in order to receive the credit for the bed. The credit has been placed on the customer's Overstock account and will automatically apply the next time the customer places an item in their cart and completes their order. The customer can proceed in disposing of the broken bed. Sincerely, Overstock

Complaint: [redacted]
I am rejecting this response because:
I just talked to PayPal once again. Not only did Bongo not release the amount of 43,41 EUR they didn't even respond to my conflict which I opened agains them with PayPal.PayPal just told me, if Bongo would have offered any kind of refund, PayPal would have written to me asking me, if I am fine with that amount and I would have said yes.I am still standing on my point, that I without a doubt, was charged taxes and fees during the ordering process. Bongo just slipped it all unter shipping and handling. Who knows why they are doing this? Never ever have I paid for ordering two shirts and a pair of earrings from the US a total of almost 85 Euros in shipping and handling. As you can see in the attached semi order I placed with the same items I bought up until the payment, the charges for shipping and handling are only 26,18 EUR. No way were those charges three weeks earlier by almost 85 RURWhile placing the order, I was charged all the necessary fees, including shipping, taxes and duty fees because there is no way to get around it (see attached JPEG made from my semi order), when placing an international order with Overstock. And since Overstock guarantees on it's "International Help Home" website, that Bongo will charge all necessary fees so that when the package arrives, no more fees will surprise the customer, the mistake clearly lies with Bongo.Therefore I don't know why Bongo persists that they refunded the amount of 43,41 EUR to me via PayPal, when PayPal clearly does not see a refund towards my account.Sincerely,
Judith S[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]

To whom it may concern,Our customer purchased the 14 Karat Solid Yellow Gold Citrine Gemstone Round Prong Set Navel Belly Button Ring, on 10/27/2016. The 14 Karat Solid Yellow Gold Citrine Gemstone Round Prong Set Navel Belly Button Ring, is sold and shipped by our Marketplace seller, West Coast...

Gifts. Due to hygienic concerns West Coast Gifts reserves the right to decline returns, exchanges on body jewelry. Upon communication between West Coast Gifts, and customer, pictures of the 14 Karat Solid Yellow Gold Citrine Gemstone Round Prong Set Navel Belly Button Ring, were requested and received. Upon review West Coast Gifts, determined that the jewelry had been removed from the original package. West Coast Gifts denied the return. We are working with West Coast Gifts, to update the product page to indicate the size of the 14 Karat Solid Yellow Gold Citrine Gemstone Round Prong Set Navel Belly Button Ring.Overstock has extended a courtesy, and will accept the return for and provide a refund. Customer will be provided a prepaid UPS return label Via email, within 24 hours. Sincerely,Overstock

To Whom it may concern, Our customer purchased the Heatherbrook Charcoal and Ash Castered Cocktail Table on 09/16/2016. We provide a 3-8 business day shipping time frame. The product is described with materials of : Chinese Fir solids and Acacia and Birch Veneers. Customer contacted Overstock on...

09/26/2016, informing that a wicker table was received. A replacement was requested with upgraded 2 day shipping, with 1-5 business day ship out time frame. UPS was arranged to complete a pick up within 2-5 business days: tracking number. UPS does not have a contract allowing Overstock to arrange pick up appointments, items will be picked up within 5 days within regular business hours.  UPS reports a pick up was complete on 9/28/2016. Replacement Heatherbrook Charcoal and Ash Castered Cocktail Table, was delivered on 10/03/2016, under UPS tracking number: [redacted]. A return is currently in process, a UPS pick up has been set up on 10/10/2016, under tracking number: [redacted]. As of 9/30/2016, a 12% off coupon was offered for the next purchase. If the incorrect item is pulled and shipped or if the item has arrived damaged or defective Overstock will cover the return shipping costs. All items are subject to inspection upon return, if it is found the correct item was shipped, with no damaged or defect, return shipping fees will apply and/or a partial refund may be issued. Please know your refund will be processed within 3-5 business days upon delivery to our warehouse. Sincerely, Overstock

To whom it may concern, We have confirmed that the customer paid $19.94 when they placed their order. Because the customer returned their order, and the clasp on the DB Designs Sterling Silver Black Diamond Accent Paw Print Necklace was defective, a full refund should have been issued to the customer. In reviewing the customer's order details, we found that there was a system error, and the customer's refund wasn't issued. Therefore, our Pay Support Department has issued the customer a full refund on 12/17/2015, in the amount of $19.94, to their PayPal account. If the customer doesn't see this refund, they will need to check with their financial institution, and verify their credit posting timeframes. Sincerely, Overstock

To whom it may concern, The customer purchased the Slumber Solutions Choose Your Comfort 12-inch King-size Gel Memory Foam Mattress, in the Medium option, on 02/14/2016. The order was delivered on 02/23/2016. On 02/26/2016, the customer contacted Overstock and advised that some areas of the...

mattress were hard and stiff, while others were soft. As the item is listed as non-returnable, once opened and expanded, we asked for pictures of the law tags, and pictures showing the different firmness levels of the mattress. It was suggested that the customer use full gallons of milk to show the different areas that they considered to have different firmness levels. On 03/02/2016, Overstock received pictures of the law tags. However, we didn't receive pictures showing how the item was defective or how the item had different firmness levels. Therefore, we requested that the customer provide us with pictures showing "images of the defect".On 03/06/2016, the customer provided us with pictures, by using full gallons of milk, as was suggested. The customer pointed out that there was inconsistent firmness, as the right sinks in, and the left is firm. On 03/07/2016, the customer was advised that we were unable to see the defect in the mattress, and that the pictures would be forwarded to the warehouse. Consequently, the customer replied and advised that there was an inconsistent density that we requested to be shown with milk jugs. On 03/08/2016, we advised the customer that the warehouse had replied that they were unable to see the defect, and that we couldn't issue a refund as the mattress wasn't deemed defective. [redacted]After reviewing the pictures that the customer provided to our Customer Service Department, we do see that the firmness level isn't the same throughout the item. Therefore, we would ask that the customer give us a call at [redacted], and ask to speak to Melody, so that we may resolve the customer's concerns regarding their refund. For quicker assistance, the customer will need to provide reference # [redacted].Sincerely,Overstock

To Whom it May Concern, Our records show order number [redacted], placed on 11/29/2016, includes one of the Furniture of America Grande 4-Piece Dark Walnut Bedroom Set: Eastern King option, with the Furniture of America Grande Dark Walnut 3-Drawer Nightstand sold separate. Product displayed on...

Overstock is represented with stock photography. Images may include additional decorations, furniture that can be sold separately or in an upgraded set, not all items will be available. The written product description will provide clarification on the pieces included in a set.   The Furniture of America Grande 4-Piece Dark Walnut Bedroom Set, is available in several option, customer has selected the, Eastern King bed. The 4 piece set includes: 1 bed, 1 nightstand, 1 dresser, and 1 mirror. The Furniture of America Grande 4-Piece Dark Walnut Bedroom Set, was shipped with Lodeso under Pro #864511, delivery was confirmed on 1/04/2017. If customer has not received 1 bed, 1 nightstand, 1 dresser, and 1 mirror. Along with the additional Furniture of America Grande Dark Walnut 3-Drawer Nightstand, please contact Overstock customer service at 800-843-2446, or email [email protected]. Sincerely Overstock

Complaint: [redacted]
I am rejecting this response because: They reversed the tittle of the sofa ,,,,my receipt shows Bonded leather / Polyester material... Second these upgrades they are talking about is "B.S.".. The we got was a email from them telling us the date of the delivery and they would call in the to tell us AM or OM... My wife a good Christians and would never ..never lie about something as bad as they treat us.  We have receipt for a Bonded leather couch  which they did not delver and then told us they had the description wrong and has since corrected and they delivered when we were not home but away at my daughters home.  There customer service even said when I called thew sofa was in the  wear house it can not be on your lawn.. and they mention nothing about their rudeness by the supervisor , for she knew they were wrong and she thought she could bully me, but this is one Christian who will not let that happen.... my only resolve to this is that they find a Bonded leather sectional deliver it and pick their other Polyester couch and apologist for the inconvenience they caused my family .
Sincerely,
[redacted]

To Whom It May Concern   Overstock provides estimated delivery dates and as an estimate, the item may arrive sooner or later than expected.  The shipping tab on this items states :   Shipping Information: Our standard shipping method is ground shipping. We also offer expedited...

shipping for most items. Your final shipping cost and estimated delivery timeframe will be available at checkout.  In regards to shipping updates, we would not be able to provide any shipping updates, once the item left our warehouse, other than what the carrier provides to us.  We cannot research FedEx records or notes as we do not have access to them.  Overstock would rely on tracking details or information provided by contacting the carrier.    The carrier states that heavy volume on Tuesday, 3/20 was the reason the order was not delivered.  Notes for Wednesday, 3/21 state snow being the reason the item was not delivered.   We do show the order was delivered 3/22 at 7:56 PM.     Since we give an estimated delivery day and this was delivered within a reasonable time frame, we will not be giving any refund for the item.    Sincerely Overstock

To whom it may concern, We thank the customer for providing us with the additonal details regarding their experience. If the customer changes their mind and would like to have this matter reviewed by our Loss Prevention Department, they can call the Loss Prevention Department at [redacted], and request to speak to a supervisor. They are available Monday - Thursday: 7:00 am to 7:00 pm MST, Friday: 7:00 am to 6:00 pm MST, and Saturday and Sunday:
9:00 am to 3:00 pm MST.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.
Thanks for helped me out with this matter guys I pretty sure without your help this could not be resolved.  I got my full refund thanks to you again Revdex.com.
Sincerely,
[redacted]

[redacted] To Whom it may concern, I asked...

Customer Service to contact Mr. [redacted] today to see if He needed to cancel, return or needed anything further. We apologize to the Customer and hope He enjoys his new furniture.His delivery appears to be for next week. 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]

To Whom it may concern,  Upon listening to the phone calls, Overstock can confirm we have tried to transfer the customer to the warranty line of the manufacturer. Please note that the phone line for the Comenity Capital Bank Store Card is not associated with Overstock.com and is associated with Comenity Capital Bank Due to the order being placed on 04/13/2015, the Customer would need to go through the Limited Lifetime Manufacturer Warranty associated with this item. Overstock is willing to transfer the customer to this department and assist with the IVR to get to the right representative to assist. The warranty contact for DreamLine can be reached at (866-731-8378).  Sincerely, Overstock.com

Hello,The customer placed an order for the Madison Solid White Double Sink Bathroom Vanity. This vanity is a threshold item, which means the freight carrier will take it to the customer's door but not inside. If it includes white glove service, it will state it on the product page. White...

Glove delivery is offered with the item on a lot of our products and if the customer contacts Overstock, we can verify if it can be offered for an additional fee. This information can be found under the 'White Glove Delivery Service' section from the link below. https://help.overstock.com/app/answers/detail/a_id/8/ The customer is responsible for the return shipping fee if they return an oversized item for any of the following reasons:* They refuse a delivery without inspection* They miss a delivery appointment* They return a non-defective or undamaged productThis information can be found under the 'Oversized-Item Return policy Overview' from the link below.https://help.overstock.com/app/answers/detail/a_id/2/c/1 On 5/28/2015 the customer contacted us stating that they refuse to pay the return shipping costs. On 6/02/2015 we refund the customer for the order and we issued half of the return shipping costs back to the customer as a courtesy. Overstock paid the other half of the return shipping costs.Thank you, Overstock

To Whom it may concern,   This customers order was delivered to the address she had provided when she placed the order. Ups tracking shows this was delivered on 11/29/2017 to [redacted]. The emails customer sent was sent after the items were already delivered to the address she provided.The address was never updated to the UPS Access Point because the original address was never taken out. We cannot issue any refund at this time. If customer can locate the items and wants to return them to Overstock we will issue the refund.   Sincerely, Overstock

To whom this may concern,   [redacted]  08/03/2017, Marketplace Seller FOCUS CAMERA-SN 11/6/2017 Customer contacted the seller regarding warranty information and that the laptop wouldn’t turn on. On Overstock’s end, we show that the seller replied to the customer via email stating that...

they have a 90 day warranty with HP. The customer should contact them. The seller replied to the customer on 11/7/2017. 11/7/2017 – The customer chatted into Overstock’s Solutions. The customer advised that the HP wouldn’t assist. In this case, an escalation was bubbled up to our escalations department to see what the customer’s options are since HP wasn’t getting back to the customer or assisting the customer. 11/8/2017 – The customer chatted in the next morning. The customer was advised that they would be contacted by a escalations representative by the end of the day. 11/9/2017 – The customer was sent an email asking for more details on the issues with the notebook. 11/13/2017 – The customer has asked that this matter be escalated to a manager. 11/14/2017 -Overstock has reached out to the warehouse to see what we could do for the customer. The seller advised that we need to have the customer contact them directly at (718)437-8863. This information was provided to the customer on 11/16/2017. 11/21/2017 – The customer chatted in extremely upset advising that they are contacting the Revdex.com. The seller was contacted again by Overstock advising that the customer had reached out to HP, and because the customer contacted HP after 90 days of their warranty, they wouldn’t assist the customer. We’ve asked the seller to assist on repairing the customer’s notebook. The seller advised Overstock that they are unable to assist and that they’ve told the customer this. Since HP and the seller will not assist in this case as the 90 days has lapsed, Overstock is going to move forward with resolution and offer the customer a replacement. Customer was advised that Overstock would keep in touch on 11/22/2017. 11/22/2017 – The customer was contacted at the phone number on file but the voicemail was not the customer therefore Overstock followed up with an email. Overstock later updated the customer’s contact information. 11/24/2017 - Item number [redacted] is what Overstock had in mind to replace with. The customer asked for a 17 inch notebook since that is what they had originally. 11/28/2017 – The product offered is now out of stock. As of 11/29/2017 – the customer has an open incident and Overstock is looking to resolve their issue. This is still being handled.   Sincerely, Overstock Tell us why here...

Complaint: [redacted]
I am rejecting this response because: you refuse to acknowledge the two customer service chats I had already made, the first chat representative said the same thing about initiating an inquiry into the matter and never heard from you guys again. The second representative I chatted flatly did not care. A good company by now should have investigated themselves why the shipment has not been updated in almost one month and in the least apologized and refunded the money. I do not want the product or the refund anymore and you can keep them both. 
Sincerely,
[redacted]