"One of the worst ever setups out there. I am not sure what kind of business processes run (or not run) in this organization. In this era of ultra sophisticated ecommerce technologies, this company still exhibits starting hiccups - the kind that were experienced by startups in the early part of the decade.

Bought three DVDs on 2/5/06. Did not receive a shipping notification for more than a week. Then received a mail stating that one of them was out of stock - instead of fulfilling it as a backorder, they credited me for that. Alright, fine - but what about the remaining two ? A few days later, I logged in to my account and saw that the other two had been shipped out on 2/7/06. Of course, I still had not received a shipping notification. And now 20 days later, I am yet to receive the item - nobody has a clue as to where the package is. The USPS tracking numbers assigned to the order come up invalid. The customer rep I spoke to today said the package was sent out by USPS Media mail (the slowest of service) and that the tracking numbers generated may not always be right. Have you heard of a more preposterous excuse ? I asked, what then was the point of generating those tracking numbers if you cannot use them. The rep turned rude and said that the 15 business days that need to be allowed before escalating anything was still a day away and that she wouldnt do anything now. I asked how they could do anything if they couldnt track the package..she had no answer and asked me to call again tomorrow. So thats the way this outfit works.

If anyone is still comfortable placing orders on this web site, please do not say you have not been warned. Terrible place on the web. I am amazed they're still in business."

"The item I received (featherbed) was not as firm, thick or boxy as the accompanying photo on the website implied. When I later submitted a negative review (and then attempted to submit ANOTHER one a week later), neither review was put up on their website. Overstock's standard explanation was something like "reviews are posted at Overstock's discretion". I later decided to do a "test" on their website, and found that 99.5% of all their reviews are overwhelming positive, with the occasional, SLIGHTLY negative review thrown in for good measure. So now I am of the belief that either ALL of their reviews are totally fabricated, or else they are not posting anything that is too negative, which in my opinion amounts to FALSE ADVERTISING."

"I ordered an area rug as a gift for my mom on 10/10/05. I promptly received a confirming email saying that the rug had been shipped to my mom. When she hadn’t received it by 10/21, I contacted Overstock's customer service department. I was told, “We’re sorry, but we oversold that rug. It was never shipped.” I thought it was poor communication on the company’s part that I didn’t find out the rug was never shipped until I called on 10/21, but that was only the beginning of the ineptitude that I would encounter.

When I found out that Overstock had never sent the original rug I ordered, I ordered another rug on 10/21. The order number was 21671742, and the order total was $150.99. I was extremely upset to find that it wasn’t the rug I had ordered off of Overstock's website. The rug I ordered was both depicted and described as a cream colored rug with flecks of gold thread. The rug my mom received had an irregular pattern of gray and salmon colored squares. It was obviously shipped in error.

I placed a telephone call to Overstock.com to initiate the return on 11/30. I explained the situation to the customer service rep, Matt, who connected me with a manager. The manager said a return shipment voucher would be mailed to my home address for free return of the rug. She said I would receive the voucher within 10 days.

The voucher never arrived so I contacted Overstock.com again on 12/10. This time, I had an email exchange with a customer service rep named Alonso. Alonso verified the communication I had with Overstock.com, and said that an email voucher would be “expedited” to me, that it would be sent to my email address within 7 days.

The email voucher never arrived. I had an email exchange with a customer service rep named Ashton on 1/18/06. After the usual round of me typing in the whole history of this experience, and Ashton typing in over and over the Overstock.com customer service mantra of, “We’re sorry to hear that,” Ashton informed me that the rug would not qualify for a free return shipment voucher. He ignored the fact that the rug was shipped in error, and instead said it didn’t qualify for free return shipment just because the rug didn’t look like the website picture. I explained that not only did the rug not match the website picture, it looked NOTHING like the rug on their website, and was obviously shipped in error, which was definite grounds for free return shipment. Ashton said he would forward the problem to a mysterious sounding “Information Research Team,” which would respond to me within 5 business days. I told Ashton that, at this point, I had no faith that I would ever hear anything back from the Information Research Team, and asked him who I would contact if I heard nothing. His only response was, “You’ll definitely hear from them within 5 business days.”

Well, 23 business days have now passed, and I have never heard anything from the potentially non-existant Information Research Team, but Overstock.com has filled my email inbox, several times a week, with mass mailings of clearances, low shipment fees, etc. I am so thoroughly disgusted with Overstock.com. I order the majority of items I purchase on-line, and have NEVER run into a situation like this.

Even if I ship the rug back at my own expense, I have no confidence Overstock.com would ever credit my VISA.

Buyer beware! I will never shop at Overstock.com again, and would caution others against it."

"After receiving my original order, I decided to purchase 11 more CPV (Certified Previously Viewed) DVD's. Another great deal from Overstock! Only $2.95 for shipping and they arrived in 5 days."

"I ordered 2 books and 2 CDs on January 11th. The USPS site only says "notified of pending shipment". Here I am 5 weeks later with no merch. They have had my money since Jan. 11th and every time I ask them, they give me different timelines I have to wait while they trace an order which I can't even tell whether or not it was actually shipped. I am disputing with my credit card company since they refuse to refund my money. Shouldn't there be a cut-off for how long you have to wait before you are allowed to throw in the towel and expect your money back? I will not be ordering from overstock.com ever again."

"Customer Service should be renamed Customer Abuse.
IF you should purchase a gift for another person and have it shipped to their address MAKE SURE it is completely purged from the system before ordering again...even though I was sure I had cleared out the gift recipient address and it was showing that it would ship the next order to me it did NOT...it shipped to HER address...far, far away from me. And worst of all, she is away on extended travel. I called to tell them there was a computer glitch and it was sending MY ORDERS to her address....they would do NOTHING. They told me I could return the stuff...DUH...I CANNOT GET IT. They refused to call the UPS service to try and help or stop delivery, or change it to my address....I do not see why I should have to pay for merchandise shipped to someone else when it was a glitch in their system which caused this. I talked to them on the computer and on the phone as well. USELESS!!!! The most pathetic customer service people I have ever had dealings with. Generally when a company makes an error they accept responsibility for it....they should have reshipped the items to ME and then they should have contacted my friend and explained what happened and arranged a pick up when she got home. If they could not get it back it should have been THEIR LOSS NOT MINE. They screwed up. No wonder they are making money! "

"This is my 3rd purchase with Overstock and 2 of the 3 purchases, I've received boxes that were smashed and beaten up. The one time that I didn't receive my item in a beat up box was when I check marked the "Item is a gift" box upon ordering the item. They would actually ship the item in another box. The 2 that I received that were beaten up were just put inside an envelope, which caused it to be in beat up condition. Somewhat dissatisfied with the way they ship these items."

"This was the fourth purchase I'd made with overstock.com, spending a total of $600 with this retailer on computers, bedding, and other home objects.

Overstock.com has great deals, but their customer service is terrible. It's not worth it. I have found their customer service to be much less reliable than that of the sellers on Ebay. It takes ages to get anyone on the phone, their phone representatives are clueless, and their online live chat representatives don't pay attention to the details of your requests. Their inventory is not reliable, so expect to have your order cancelled if the system says they're almost out. Also, they won't notify you of the cancellation; they simply won't send it.

After a mistake on my last order, I was promised a credit. It took me three customer service representatives and an hour and a half on "live chat" to get them to give me the credit. At first, they denied me the credit and told me I'd have to use it on my next order. Then they told me I couldn't cancel the order I had placed five minutes earlier, even though the reason I wanted to cancel it was because I was being denied the promised credit. It took a threat to dispute the charge to get any cooperation out of them. NEVER AGAIN."

"Well, I see that I am one of the first to post a satisfied feedback for a while for Overstock. Perhaps that's because I didn't have to return anything! I ordered a Duvet Cover Set January 14th. I received immediate confirmation of the order. On January 16th, I received an email that the cover had been shipped. I received the cover well-packaged two days later. The cover was a GREAT buy at $24.99. I have looked for a while for a cover with these colors, and this one fits the bill.
"

"Item purchased was supposed to be a snowboarding jacket. Completely mislead. Just a regular parka. Had to return item on own expense. Provided proof of delivery. Been well over a month! Each time I contact a rep, they have NO updated information (whereabouts) of my return and each time I have provided them the tracking information which leads to the generic response of "Our Research Team will email you within 5 days in regards to your refund." I've filed a dispute with my CC company and when I have more time, I plan to file a complaint with the BBB. >("

"Ordered two webcams. One arrived broken in a package clearly resealed. Overstock initially told me I had to pay for restocking / exchange. I complained, and was told Overstock was going to send me materials for returning the defective item. That was over a month ago. Haven't gotten a thing.
I have given up. Will not buy from them again, regardless of price."

"Initial ordering process: Flawless
Subsequent order status update on website: Average
Post-shipping order tracking status: Poor (Two of the items ordered were NOT shipped with tracking numbers and the third was shipped with tracking number only after Overstock was repeatedly contacted by me regarding the status of the item)
Post-receipt return inititation: Absolutely horrendous. I have contacted them about the 5th instance including tonight's correspondence and they still are not making it any easier for me to return the software that is clearly marked as "NOT FOR SALE IN THE USA" on the box. I am now waiting for their "Research team" to contact me about this case. Predictably, this is the last time Overstock will see business from me or my peers.
UPDATE (02/26/06): Just contacted customer support and finally got confirmation of refund issual. What a runaround for receiving what was essentially my money being held by Overstock.com for an item I had already returned in the same condition as I received it from them. At least I got the refund. Good luck to those who initiate a return procedure with Overstock...they really need to be more coherent with their communication."

"I thought the site was great! Well, it is if you make sure you order something you are CERTAIN and I do mean CERTAIN you will NEVER return. First I ordered a Fuji Digital Camera almost 200.00 and a 2 year warranty. I never received the warranty. I was told it would "show up" from another company in 6 weeks. Nothing showed up. I asked yet again and finally over 4 months later a crappy email showed up, you may as well NOT buy a warranty.

Then I ordered a SLR camera 150.00 and warranty (I know, stupid!). It was a present for my 11 year old son. The lense broke about a week into having the camera. It was still within the time allotment to return. I requested a return, and was promised a return slip 2-4 days later, NOTHING came. I went online again, chatting with the online customer support. She assured me it would be in my email 2 days, and three days later I have nothing.

So I"m out over 150.00 because I give up. I will never order from them again and I warn anyone that is ordering anything of significant value, BEWARE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! or be ripped off!!!!! Don't order warranties, it's a rip off!!!! Don't try and return your items, it's a rip off!!!!!!! "

"I am writing this to confirm all the horrible stories from the prior posts. I placed the order on Dec, 16th, today is Jan 12th and instead of the book I've ordered I only lost lots of time talking to their customer support. They old me everything starting from "it's on it's way" to "you should wait a bit longer" to "the item has been sold out" to "we cannot refund your money now - you have to wait at least 10 more days"! They didn't show any interest in giving me - their customer - theri CUSTOMER support.

HORRIBLE! Will never buy from them again!"

"Ordered three complete seasons (24 Season One, Millennium Season One, and The Shield Season One) on DVD for a great price ($14.99 each) on December 24th. I didn't expect the shipment to be quick, and it wasn't, as the items didn't ship until January 3rd, which is a bit ridiculous that it takes that long for what was, according to them, in-stock items, but whatever. The good news is that once the items did ship, they arrived just three days later (January 6th), well-packed and in perfect condition and no mistakes were made in regards to the actual contents--I got the exact DVD's that I ordered.

So, overall I am satisfied. I cannot say "highly satisfied" simply because it took so long to process the order and actually get my items to me, but I am definitely happy with them. However, if you want something quickly, I am not sure I would trust them (even if you choose expedited delivery, which I didn't), but they did well by me."