"This company is a JOKE. They held onto my money for an order I didn't even want! I cancelled an order the second (seriously) I placed it. Well, they still took the money out of my bank account and here it is 5 days later and still no refund. Every time I call I get the runaround. I will NEVER make another purchase through this site. I don't care how discounted their prices are!"

"September 13, 2011
Beware: Overstock.com has provided the WORST service. I placed an order for a small rug on August 27th. In the early morning hours of September 2nd, I received an email telling me the order had shipped. However, it didn't ship. UPS had record that a shipping label was created, but they did not receive a package. I sent email to Overstock.com, explaining the problem. I received a message telling me they'd respond in 2 days. I sent another note, insisting I needed to know what the status of my order was. Again, a note telling me I'd hear in 2 days.

Last Wednesday, September 7, when the rug still had not shipped, I sent a note asking them to cancel the order and refund my money. In addition, I called customer service and talked with Miranda H, who assured me a refund was being processed by Rachel C. However, she said Rachel C had to find the order first, and that would happen no later than last Friday, September 9. On the afternoon of September 9, Rachel C sent me another email telling me they still didn't know what happened and, for the fourth time, it would be two more days before she knew anything. She would get back to me on September 12. Please remember, my package was supposed to have already shipped on September 2nd! On Friday, it had been 13 days since my order was placed. I was disgusted. Overstock made their repeated errors MY problem rather than simply solving the problems they caused.

The night of September 9, I received a note -- NOT from Customer 'Care' -- telling me the rug was shipped that night. Not a cancelled order. Not a refund. Instead a rug I was assured would not ship, had shipped.

I found another rug last week. I don't need or want the Overstock.com rug that they 'lost' for 9 days and then shipped after I was told the order would be cancelled.

Immediately, I sent email to Rachel C, insisting that Overstock.com contact UPS and stop the shipment. UPS told me Overstock.com simply needed to contact them and let them know the package needs to be returned to sender and it would be taken care of. Instead of responding to my requests to solve this problem, Overstock.com has done nothing and will not respond to my email. And the rug is scheduled to be delivered today.

Obviously, this company is no longer living up to its former standards of excellent service. Since I'm unable to reach anyone at customer service, I don't know how to proceed. I don't want or need the rug, which should never have been shipped after I was told the order would be cancelled and I would receive a full credit. Overstock.com has screwed this up at every step. Perhaps they need to spend less money on TV ads and much more money on customer service!

There are many excellent discounted online stores now. You don't need to shop at Overstock.com.

Added on September 14:
Order that was supposed to be cancelled arrived yesterday afternoon. My original order was for a small 2'7" wide x 5' long rug. Overstock.com shipped me a 5'3" wide x 7'6" rug. One more mistake by Overstock.com! I sent an email to Customer (no)Care. And again, I received a response telling me they'll get back to me in 2 days! This company is a joke! Unfortunately, mistreated customers are the brunt of their joke performance! "

"Their return policy is bad. If you do find a lower price and you purchased from overstock just forget about it you're going to have to absorb the loss in return shipping anyway, and they didn't price match me."

"I've ordered a lot of merchandise from Overstock, but I have learned that when they advertise a sale or give you 10% off that they raise the prices. I always compare what I bought my items for previously (even last week) and they'll raise the price for the sales. So basically I don't get pulled in by the sales anymore, I only shop when I need to."

"Surprised by the bad rating on here. I've actually never had a problem with Overstock (and I've bought a lot of stuff - mostly furniture and clothing - off the site). I've never had to make a return though, so I can't comment on that aspect of them. I think it is important to pay careful attention to the item descriptions on the site - I see a lot of reviews on Overstock's site to the effect of "item was smaller than I expected" etc - in spite of the exact dimensions being included in the description. The reviews themselves though are generally very helpful, another plus for shopping there.
Another area I think they get unreasonable blame are the reviews "item arrived damaged" or "packaging was damaged". Surely that could be a problem with UPS/FedEX/etc, rather than Overstock? "

"I see a lot of terrible reviews for overstock. I'm almost unsure how everyone got treated so badly and got such terrible merchandise. Personally, I have now bought a kitchen table and chairs (Sorrento) and a whole bedroom set (waynesborough). The quality of the furniture has been outstanding. For the bedroom set, one part of the dresser came cracked. Pretty disappointed with that so i filled out a return/request form on saturday morning. They CALLED ME WITHIN THE HOUR. Completely unexpected. The new piece for the dresser has a delivery date for friday.

I'd be interested whether there are good and bad parts of the store. For me, furniture has been great. It also helps having over 100 reviews averaging over 4.5/5.

It's too bad that so many customers have had bad experiences. I know how that feels but haven't felt that way with Overstock.

Also, i know people are much more inclined to write the horror stories than the good ones. And the number of 'satisfied' customers probably won't show up here either."

"Don't waste your time ordering anything from this website. Read the other reviews here. Most of which state not to order from them. First order I ever placed with them: Microsoft Arc Mouse. I ordered because it was advertised at a price that was $20 less than Best Buy or even Target. i receive the mouse in the mail. The mouse has scratches all over it as if it were used. So I look back at the webpage. Nowhere does it state that the item is used or reconditioned or refurbished. I contact Overstock.com to ask them about this. They apologize and send me out another mouse. I receive the second mouse. This one has soda or some sort of liquid spilled all over it and it is sticky and scratched. I contacted them again and told them that this item was not advertised being used or refurbished and I am not happy. They send me a prepaid shipping lable to send the item back and then issued me a refund. I told myself I would not buy from them again. Issue 2: I ordered an outdoor rug for my deck. I decided I would give them one last chance. I receive the wrong rug. Not even close to the one I ordered. Now I understand that things like this happen time to time, but the two orders I have placed with them have not been up to par. I contact them and they decided to send out another rug. Fine and dandy. I have been looking for a rug I like for months now and I finally found the one I want. I contacted two reps from Overstock.com tonight. One to have a replacement sent and a second to tell them how frustrated I am with their company and how I feel that they should take care of this and me to keep a customer somewhat happy. The second rep offers me a $10 credit. I say to myself, "Wow, i purchase higher priced items from them, receive the wrong items or unsatisfactory items and all they will give me is $10?" I tell her that is not acceptable. She then offers me $15. I tell her I feel like I am being laughed at. She says she is sorry but that is all she can offer me as they have already expedited the rug to me. I'm still waiting for the rug to show up. Who knows if I will ever see it. "

"Overstock.com is a BAD COMPANY to do business with. I bought a bed for my daughter from them because their shipping was much less than Sears. When I finally got it a few weeks later the box was torn and their was no hardware or assembly instructions. I called right away and was told they would send missing parts right out. A few weeks later I got some nuts and bolts that did not match the bed and I got NO assembly instructions or parts list. I called them again and a few week later I got more screws that did not match my bed and again no paperwork. They said return it and I did. I paid to ship it back to them and then had to dispute the charge with mastercard. AQ month later they charged my mastercard again after they got my return and said they can't refund me because I disputed the first charge wioth mastercard. They are a BAD company and now I have to write more letters to try to dispute the second charge. Do yourself a favor and STAY F A R AWAY from overstock.com. "

"Unlike many of the users here, I had a good experience with Overstock.com - I found the product I wanted at about 50% less than other retailers. The communication was great, and I received the item within about 4 days after ordering it for only $2.99 shipping. Pretty impressive if you ask me!"

"Absolutely pathetic! I bought a printer and had 3 sent to me (and 3 I had to pack up and send back) not to mention hours of time on the phone with tech support. I never received a product that worked more than a handful of times. Overstock received the 4th printer I was sent which was never opened. They charged me a fee for late return AND a fee b/c the product was used. I finally got them to admit the product was unopened but they ended up charging me almost $35 for all of this and NEVER offered to send me a better printer or atleast refund at 100% for all of the problems. Also, before I returned it I asked what fee I would be charged and he would not find out. He GUESSED no more than $20 since the box would be unopened. Again, it was almost $35. I ended up paying Overstock for a product that worked a few times. "

"I ordered a product from Overstock.com at a very low price. Considering their website advertises 80% off, I never once believed the offer could have been “too good to be true.” After ordering the product I called my friend and informed her of the awesome deal I had just gotten. She goes on the website to order this as well and see’s they are out of stock. With hearing that it was such a good deal she decided to locate them on Facebook. Once there, she noticed someone put up a post asking if prices were correct. The moderator for that site informed them that there was a pricing error and everyone should hear something very soon on their orders. 12 hours later I receive an email that states my order was canceled due to either ME canceling or them lacking enough information to process my order. Well, I didn’t cancel and they had enough information to already take the money out of my bank account and send me an email. Their excuse was a pathetic lie. Well, shortly after I get another email with the subject line of “Opps”. That email did explain the error but never mentioned when my money would be returned and no offer to rectify the situation. A third email then comes stating I can check my account for further details and all money will be returned. Well… still didn’t tell me when MY money would get back to me. I fully believe prices should have been honored. My local grocery store honors their prices. And really, Publix will give it to you for free if it rings up incorrectly.
Before the emails started I also “liked” their facebook page to stay updated on what was going on. Someone posted a link to BBB on there and I made a comment under it. The post was deleted. I asked why this was deleted and the moderator explained they didn’t know what I was talking about and never seen a link and they welcome any and all feedback posted to their page. The person re-posted the link to BBB at that time. Well, now all of the posts have been deleted. So there’s lie number 3.
Lie 1 = They told us a certain price and then went back on that price.
Lie 2 = Blaming me for their error!
Lie 3 = Deleting posts on FB.

Please do your research into this company before buying anything from them. They will not honor their name. Google had an issue with them spamming to make their posts show up at the beginning of the search engines and there’s a lawsuit forming against them from CA right now. Not a reputable company at ALL! They genuinely do not care about their customers.
"

"Dishonest company. Shadey practices."

"I placed 3 separate orders with overstock early this morning. This evening I received a very vague email from them saying that all my orders have been cancelled at my request or because we lacked necessary information needed to process the order.

While I understand that mistakes happen, I feel that if Overstock cares about customer relations, it should at least owe up to its error and at least offer its customers an apology for the inconvenience. After this, I'll be very unlikely to purchase anything from them in the future."

"I ordered this product to test out Overstock.com based on an article in Inc. Magazine. Not only did the product come damaged but it had the complete wrong instructions in it. Then I had to work to get the instructions. Multiple customer service reps tried to help me and assured me they would send me the damaged parts and a new instruction booklet in 1-2 business days. They sent me the parts and NO INSTRUCTION BOOKLET. So I have had all these pieces laying on my floor for 10 days while my house is up for sale. I talk to another guy and he says it will be another 1-2 days before he can even ship me the booklet!!!

Do not ever do business with Overstock.com. They don't care about their customers and their warehouse is nowhere close to the HQ where customer service is so nothing at all is timely.

And on top of it all this desk, at least the pieces of it are EXTREMELY poorly made. "

"My fun with Overstock.com began when I purchased a Sharp Aquos LC60LE920UN 60-inch 1080p 240Hz Quattron 4-color LED TV for approx 400 dollars as seen here: http://www.overstock.com/Electronics/Sharp-Aquos-LC60LE920UN-60-inch-1080p-240Hz-Quattron-4-color-LED-TV/5671629/product.html Instead of receiving the television they shipped me a microwave. So I called their customer service and spoke to Jeff who arranged a RMA for me and gave me a 25 dollar credit for their website. Not quite satisfied I called back and asked if there were any more of the televisions in stock and was told no. I also asked if they could hang on to my refund and just ship me a television when they come back into stock. Was also told no, but they would let me know when they came back in and then I could purchase it at that time. I wanted to know if I could purchase it at the same price and was told no. Then their customer service wrote this:

"Hello ****,

Thank you for contacting Overstock.com to let us know of the difficulty you experienced with your order. I apologize that the attempt to order the Sharp Aquos LC60LE920UN 60-inch 1080p 240Hz Quattron 4-color LED TV was unsatisfactory. I can understand your frustration since our website showed it to be available and now it is no longer available.

Overstock.com is dedicated to providing exceptional customer service. When an issue arises, we strive to do everything we can to resolve the concern to your satisfaction. We have checked and verified that this item has been pulled from our site and is definitely no longer available. Please take a look at a comparable item below:

http://www.overstock.com/Electronics/Sharp-Aquos-LC60E77UN-60-inch-120Hz-1080p-LCD-TV-Refurbished/5835959/product.html?sec_iid=40420

Please accept my sincere apologies for any disappointment or inconvenience we may have caused. I hope you will give us another chance to provide you with the service you expect and deserve.

If I may be of further assistance, please let me know and I will be happy to help.

Sincerely,

Amie H.
Customer Care
Overstock.com

For what it's worth, that TV they referred me to cost $1000 dollars more than the one I purchased seemed kind of "fishy" to me. Of course I refused to purchase the more expensive TV. Then I noticed the RMA they sent me required me to deliver their TV to a UPS drop.

I emailed back:

"So the end of all this is me returning the microwave and getting my money back?

For my inconvenience, could I at least have the RMA and UPS service upgraded to pick up rather than having me haul the box somewhere and risk dropping it/breaking it as I am disabled? "

Here's the response

"Hello ****,

Thank you for contacting Overstock.com regarding your Sharp Aquos LC60LE920UN 60-inch 1080p 240Hz Quattron 4-color LED TV. I appreciate the opportunity to assist you today.

The sku number was actually for the microwave you received and I apologize we do not have the TV available for purchasing.

UPS will arrive to your home in the next 2-5 business days to pick up the microwave. Please make sure your item is properly packaged for shipping.

Once your item has been picked up I will issue your refund and notify you via email.

Please let me know if I can be of further assistance on this or any other issue. I hope you will visit us soon for great savings on name-brand products."

UPS picked the package up on 6/2/2011. I emailed them again on the 4th:

"Hi,

UPS picked this package up on Thursday and I have yet to see a refund. Please refund this ASAP. "

Didn't get a reply until the 6th:

"Thank you for shopping with Overstock.com. I am sorry to hear that your received a microwave instead of the Sharp Aquos LC60LE920UN 60-inch 1080p 240Hz Quattron 4-color LED TV because the sku numbers were incorrect on our site. The warehouse has informed me that your credit has been issued for this item.

I apologize for the delay in resolving this issue. The refund was issued on 06/06/11 in the amount of $395.94 to your credit card account. Please contact the issuing financial institution for posting time frames.

If there is anything else that I can assist you with please reply directly to this email and I will be more than happy to help. I would like to thank you for your time and patience.

Sincerely,

Bernadette Q.
Customer Care
Overstock.com "

So I did finally get the refund. I guess my biggest issue with this whole transaction was the fact that they tried to up sell me (felt a bit like a bait and fish scam) as well as the lack of customer focus. I had to ask for them to come pick up their microwave to correct their mistake. I also had to prod them to fulfill their promise of a refund as soon as UPS picked the package up. They also never really explained what happened. I still would like to know why I ordered a TV and got a microwave. I can tell you that after I purchased my wallet with the 25 dollar credit they gave me I will never purchase anything from them again.
"