"While I had purchased several items from Overstock that I was happy with, when it came to returns it was a completely different story. As a gift to my mother in law, I purchased cashmere sweater. They instead, sent her a men's belt and scarf. We initiated the return, sent it back. It is now a month later, they will not send the correct merchandise until the other stuff is processed which can take up to 14 days, and now they are trying to charge me a return fee of $4.95, even though it was their error. In addition, I randomly got an e-mail today with another tracking number and mail label for the merchandise that in fact, was already received by them! They do not care about their customer service, and they simply read whatever policy is in front of them. I will never use them again."
"Overstock had the best price on an aftermarket camcorder battery/charger that I needed for my holiday vacation. Just be sure to read the details about shipping carefully - they waited until the last moment to ship out and still make their promised 5-10 BUSINESS day delivery. That translated into 13 calendar days.
My CC was charged immediately (Dec 9), and the shipping status went to "shipper informed of impending shipment" on Dec 11, but it didn't actually get sent out of warehouse until Dec 21. Thank goodness US Priority Mail delivered the next day (Dec 22), or I would have been very restricted in my vacation videos."
"Folks, the negative reviews about overstock is no shock to me. I ordered two items that were guaranteed to arrive by dec 24th and only one made it in time. The late item shipped on the 22nd via USPS. I was worried about that so I spoke with customer service and they said "...don't worry about it, we will get it there in time" but I had a bad feeling. Bottom line is that my order was placed far ahead of the deadline on Dec 20th and my item that was late did not arrive until Jan 9th! When I called customer service to complain they didn't even apologize for the error. I told them they should refund my money for the late item (it was only $20) as a way to keep my business. They would only offer a %10 discount coupon, I told them to keep it, there is no way I will ever buy anything from them ever again."
"I ordered a Christmas present for my husband on December 13, 2005. I am still waiting to receive it. Today is January 7, 2006.
Customer service is awful! People gave me contradicting information. At first they said that it was shipped December 24th. Then they said it was shipped January 6, 2006. When I asked them about this they hung up on me.
All I want is my item. Overstock.com is so slow to ship an order, and their customer service people are rude.
"
"I ordered a number of things for Christmas through a number of on-line merchants- OVERSTOCK.COM is truely the very bottom of the barrel. They are soooo quick to charge the credit card and sooo slow to ship the merchandise. I'm still waiting for my order. Beware of this bunch."
"I placed an order with Overstock.com, Order Number 25234506 on 30th Dec 2005 at about 6:30am Eastern time.
It stated on the items description page that the item leaves Overstocks warehouse in 1 to 4 business days.
I later on received a call from Overstock.com to get my credit card details when i was told that the delivery time is 5-10 days after the item leaves warehouse. Agreeing to this I provided my Credit Card information to the Overstock representative.
In evening while surfing the same products page I found that an additional mention of 2-3 days was mentioned on the website. Curious about the status of my order I initaited a chat only to learn that the delivery for large screen tVs is infact 1-6 weeks instead of 5-10 days !!
Presuming the worst case that meant my order takes 1-4 bsns days + 2-3 bsns days + 1-6 weeks to reach me ! Which is approximately 50 days !!
It would be great if this is identified somewhere on the product description page or order confirmation or during telephone conversations which will alert the shopper not to if they so wish!
Since i had placed this order under the agreement that the order was to reach me in 14 days but is not about to happen, I consider this as a breach of our agreement relating to the terms of sale and I am therefore requesting that Overstock cancels this order or follows through with the agreed delivery .
I have tried to intiate contact on the online chat but the customer service representative have been extremely rude (Ms. Vanessa) and refused to accept my notification to cancel the order. Along with resisting order cancellation I was repeatedly referred to the site where it states Order once placed cannot be cancelled!.
Future and past shoppers please take note that FTC protects you / us !
Per FTC rules (http://www.ftc.gov/bcp/conline/pubs/buspubs/mailorder.htm)
"When you take orders by telephone, you may choose to provide prospective customers with updated shipment information. This may differ from what you said or implied about the shipment time in your advertising. The updated shipment information you provide on the telephone supersedes any shipment representation you made in the advertising."
Also Again per FTC rules,
The merchant must cancel an order and provide a prompt refund when:
the customer exercises any option to cancel before you ship the merchandise
Sec. 435.2 Definitions.
(c) "Shipment" shall mean the act by which the merchandise is physically placed in the possession of the carrier
I also find it unacceptable to accept this policy if the terms of sale were not followed through since Overstock verbally mentions different shipping and delivery dates and then points to their website for their store policy !
I am also inclined towards copying this email to the Attorney General of Utah to alert their office of Overstocks "NO CANCELLATION policy" as I find it extremely biased. Especially when customers like me are wanting to cancel orders on the same day it was placed and the order is not even shipped.
I also find it extremely disturbing that my credit card is charged on the same day that my order is placed but the order is not delivered untill 7 weeks !
"
"I am shocked that I am still having trouble with my order. I ordered a DVD box set on 12/7/05 with hopes to have it before Christmas for a present. As of 1/4/07 I have yet to receive it.
I never received any correspondence from Overstock.com stating there was an issue with the shipment, although their website reflected my purchase has yet to be delivered (currently listed as “Accepted”). The USPS provided the following details regarding the package, “The U.S. Postal Service was electronically notified by the shipper or shipping partner on December 08, 2005 to expect your package for mailing. Information, if available, is updated every evening. Please check again later.” To me this implies Overstock.com never gave the package to the USPS for delivery.
I called Overstock.com twice in hopes to get my purchase. I was told that according to Overstock.com’s policy, I would have to wait 8-10 weeks while they “perform a trace on the shipment” before I could receive a refund or have another DVD box set sent to me.
What a scam! Buyers should beware of companies such as Overstock.com that hold customer’s money hostage while Overstock.com gets their act together."
"Sent package with all screws and bolts missing for assebmly. The box was damaged. I called to return the product, they told me that a shipping label would be sent to my house. That never arrived. I call back a week, the shipping label thing was never processed. I tell them I am going out of town four days later. They tell me I will recieve a call from a shipper in 1 to 4 business days. I call on the day I leave. I am told it will be an additional two days before the item will be picked up. I am advised to leave the product outside for pickup. I come back 10 days later, and the product was still outside. The box is even more damaged. I move it in. I go out of town again for new years. I return to find that UPS came by to pick up my package. I repair the box the best I can, wait for the next day pickup. Well then I am informed that UPS can't pick it up (the driver tells me this) because overstock sends a shipper that can't pick things up over 150lbs. My product weighs 188."
"BUYER BEWARE---your worst nightmare is Overstock.com. This is the worst online store ever. Sent the wrong size to me, and then one month and ten phone calls later I still cannot get the prepaid shipping return labelto return their mistake. All kinds of excuses from them, and truly HORRIBLE returns service. You will get RIPPED off by them---BEWARE!!!! NEW UPDATE: I called again and told them I was calling VISA to investigate this mess, and calling Better Biz Bureau. The supervisor suddenly decided she could fax me the label----but then--no kidding---she told me their "printer was broken" so there would be another delay. I said "fine, I'll just hang up and call VISA right now"---and then all of a sudden, she was miraculously able to email me the label. Complete and total bogus company with AWFUL business practices. They will do anything to avoid a return!!!!!!! "
"Received watch broken. I have contact them now three times for an RMA or replacement. Returning is almost impossible. I had to dispute the charge.
Not worth buying from this store. Customer service is horrible. "
"10/04 - ordered 1 wine cooler, & 2 terrycloth robes, one for my husband, one for myself -- both items were "in stock & ship in 1-4 days" -- they immediately took the full $95.92
10/07 - received wine cooler via Fed Ex (wow -- for $1 shipping?), BUT it's not remotely what was pictured on the website & what I ordered. It looks completely different, & it's very poor quality. I wouldn't have paid $22.99 for it at a store, much less their quoted "list price" of $79.95!! I MIGHT have paid $10 for it at a yard sale. I immediately try to do online chat, but there's a message saying they're upgrading the system, & to try back another time. Nowhere on the website can I find a phone number, so I consult directory assistance. When I call, I get the same message about upgrades & their inability to help me.
10/13 - I finally get someone on the phone (daily calls -- online chat still down), who is very sympathetic, & says he'll send me a UPS label via email, no restocking fee will be charged, credit issued ASAP, etc. I am to wait up to 4 business days (!) for receipt of label. He tells me the robes have shipped, but is unable to tell me when or via which carrier. I am to wait the full 14 business days (!) from when I placed the order before anyone can help me track it.
10/19 - Online chat is up, I wait 45 mins to talk to someone, who tells me she can't help me because the order has my husband's name on it, not mine. I "hang up," & try again -- 37 mins this time -- rep says she's sorry I still haven't received my label via email, that she will resubmit the request & I'll have it in another 4 business days. She still cannot tell me how or when the robes shipped, but assures me that they have.
10/25 - Still no return label, no robes, no further info available online. Wait 60+ mins for online chat, give up & call. Am told that they will resubmit label request (4 bus. days) & they will initiate a trace on my robes (also 4 bus. days).
10/31 - 27 mins wait for online chat -- same "4 bus. day" nonsense. I try to cancel the order for the robes, & am told that it's impossible to cancel orders, I'll have to wait for the items & then return them. I point out how much difficulty I've already had returning things ... apologies, & please wait 4 bus. days.
11/04 - Call to customer service is escalated to a supervisor, who refuses to help me because I'm not my husband. When I point out how arbitrarily they enforce this "federal law," he stammers, & "puts me on hold" (hangs up on me!). I call back, & ask to speak to another supervisor who mentions nothing about this mysterious "law," & who reluctantly agrees to cancel the order & issue a credit.
11/25 - Still nothing from Overstock. We initiate dispute with credit card company.
12/13 - Receive email that robes have shipped (still nothing about returning unacceptable wine cooler)
12/24 - Finally receive robes -- men's robe & women's robe are exactly the same size -- my husband is 6'4" & I'm 5'0" -- not poor quality, exactly, but hardly worth all this headache!!
This was our first & LAST order from Overstock, & we're bad-mouthing them to anyone who'll listen!
"
"I ordered the first season of 24 for an extremely good price. I was kind of scared after reading all the bad feedback but I received it in perfect condition within about 10 days. I won't mind doing business with them again if the price is right. One thing that was irritating was the whole five windows that I had to go through to check my order status. It wasn't anything major just got annoying."
"Tried to purchase a 9'x 12' area rug. Rug "shipped" on 10/6/2005 via DHL. DHL showed a pickup scan on 10/6 and another scan through their sort facility on 10/8. Then nothing. Never received the rug. Overstock.com customer service creatively created a different answer everytime we called ( 4 calls total). Third call to customer service I requested a supervisor. I specifically told the supervisor to cancel the order, even the supervisor did not get it right and it took a 2 more calls to get this order cancelled. We'll never order from them again."
"It was a really upset experience. I ordered a golf set on Oct 30, 2005. The item has never arrived. After one month dealing with Overstock.com. Finally, they released a replacement to me on Dec 5 2005. However, they did send me a wrong item. I contact them again to get a return label. So far, it has been three weeks, and I did call them every week to ask the return label. They have not issued the return label. I am so tired to wait and wait. It seems it would take forever to send me the return label. I believe it is an unethical practice since they have already charged me on Oct 30, 2005. The keep delaying the return label to keep my money. "
"I ordered 5 items in one order, and one in another separate order. All of these items were "guaranteed" to be delivered by Christmas. Three items from the first order arrived by UPS on the 22nd of December. It is now the 27the of December and I still have not recieved the two items from the first order and one item from the second order, all of which were "Guaranteed" to be delivered by Christmas.
This messed up my Christmas, because I had nothing to give my sister on Christmas Day. I even left my parents, and drove 45 minutes to my house on Christmas Eve, fully expecting these items, which were guaranteed to be delivered by Christmas, to be on my doorstep.
I contacted Overstock yesterday, and recieved this reply today:
Dear XXXXXXXXXX,
Thank you for shopping at Overstock.com! We appreciate your business. I
am sorry that you have not received your 'CTA 3-in-1 Car Kit for iPod
and iPod Mini'. I am glad to assist you with this issue.
XXXXXXXX, I have verified your account and found that order had been
set up on 12/19/2005. It takes 5-10 business days to deliver the order.
You are within the time frame. If you do not receive your products by
01/03/2006, please let us know. I appreciate the patience regarding
this.
I sincerely apologize for the inconvenience caused to you. We go to
great lengths to supply quality products, and we stand behind our service
guarantee. Customer satisfaction is our prime goal & we work hard to
achieve it.
Please let us know if we may be of additional assistance. I truly hope
you will visit us again soon to see our great deals on brand-name
products! If you have further questions regarding this or any other issue,
please feel free to contact us at 1-800-THE-BIG-O (1-***-***-****). We
appreciate your business and hope to see you shopping with us in the
near future!
Sincerely,
Billy A.
Overstock.com
My question is this: Why gaurantee something if you are not going to follow through? Had it not been for the guarantee, I would have simply gone to a store and purchased the item, to have it by Christmas.
Instead, I will be sharing my experience with Overstock with anyone who will listen."