"Overstock.com: Ordered 5 items on 12/12/05. Looked at website on 12/14; status of all showed as shipped. However, there was no actual tracking number available. On 12/20, 8 days later, I started contacting customer support, asking for updated information. In the end, after them dancing around every question in every form possible, they told me the order status system was being upgraded; therefore, they couldn't tell me anything. On 12/23 I contacted them again. They assured me that my order would arrive by 12/24, and not to contact them unless it didn't arrive. On 12/24 I contacted them; they assured me the package would arrive on 12/25 (Christmas day, Sunday, and someone will be delivering my package to me?...) On 12/26, I contacted them again. They have now told me to wait until 1/3/06; I should see my order by then......it has been a nightmare, no help, no answers. I order things constantly online, and have dealt with everyone from amazon.com, buy.com, all the way down to smaller operators. This is the worst experience ever. Ordered 12/12, says it shipped 12/14, and without knowing anything, have told me to wait until 1/3/06...classic case of no help, no clue, and 'let's just keep giving the customer dates, and when it doesn't happen, let's give them another date...' And if you could see the transcripts of my talks (I've saved the 4 so far), you'd understand how amazingly inept they are"

"I have bought well over $5k worth of everything from electronics,to home furnishings, to clothing, to pretty much you name it over the past 5 or 6 years from Overstock .com. I've bought new and refurbished items and found the quality and value to be excellent. Turn around times on ordrs have always been quite rapid in my opinion. My most recent order was placed on the evening of 18 Dec and I got my merchandise on 23 Dec!
With all the Christmas shipping going on, that excellent as far as I'm concerned. Ordering as many things as I have, I have had occassion to return 2 or 3 items. When there has been a legitimate issue, Overstock has paid for the return and not charged any restocking fee. Once or twice I';ve had to pay a small fee, that's not unreasonable as most brick and mortar stores do like wise. Once I bought a no name LCD Monitor from Overstock. It died just after the warranty expired. I had several e-mails and calls from their staff as they tried to get the situation resolved. It turns out this manufacurer would not stand behind their product. So, Overstock ate the cost! They had me return the unit and credited my card back with the full amount. I'm not sure what issues others may have encountered, but I've found their deals to be incredible and surpassed only by their high degree of customer service. I highly recommend Overstock.com to anyone looking for great deals and great service!"

"NEVER, EVER, NO MATTER HOW DESPERATE, ORDER FROM THIS VENDOR!

I ordered a gift for my mom on December 20, 2005. This gift was "guaranteed" delivery by Christmas Eve. I even called the toll free number to verify that the shipment was guaranteed to be delivered by Christmas Eve. It is Christmas Eve and I have not received my gift. I have spent over 3 hours corresponding with Overstock.com. Each time they confirmed that USPS picked up the package and just failed to file a follow up on their website. Overstock continued to instruct me to call USPS because they could do nothing else. Each time I called USPS I was informed to contact the sender because they had no definite confirmation that it had been sent and the service on the tracking number given to me by "The Big O" was Priority which does not guarantee delivery in 3 days (just estimates delivery).
Anyway, I finally decided to hold the party that issued the guarantee accountable. For the third time I spoke with a rep. "Tia" told me that yes the package was guaranteed but since it was sent USPS and not ups there was nothing they could do if the courier was backed up. I asked to speak to a supervisor and he told me the same B.S. OK, let's just take a moment to observe this logic. A party guarantees delivery by a certain date using a shipping method. When product does not arrive on date as promised, said party is not liable because the shipping method is backed up. The shipping company did not issue me the guarantee, said party did. Therefore, party is liable and they need to make customer happy and tend to their courier.
All I was offered was a measely $10.00 coupon towards the next purchase. I requested a $10.00 adjustment towards the current purchase. My request was rejected. I then requested $15.00 toward next purchase since $10.00 off coupon can be found anywhere. My request was rejected and the supervisor, Peter, said that he was well aware that this could be found anywhere but this was all he was willing to do.

I am sorry but I am not used to this type of disrespectful treatment. I simply request that Overstock honor their guarantee. Giving me a $10 coupon is not honoring this. Overstock should state that if the product does not arrive all you get is a $10 coupon. Certainly if consumers knew this was their definition of honoring their guarantee, the "bargain" would be immediately undermined. DO NOT ORDER FROM THIS VENDOR! YOU WILL REGRET YOUR DECISION! GO TO AMAZON.COM OR SOMEONE ELSE

UPDATE: 1/7/06 STILL NO PACKAGE! They are now doing a search of the warehouse. Whatever.

1/18/06
Called since I was told I would be notified by now and I haven't heard anything. I was told I would have to wait 10 additional days since the Customer Service Rep. made a mistake when he ordered the "Search" and entered that I had received one of the products.

I have filed a formal complaint with the BBB!"

"OVERSTOCK STINKS-Their prices are soo low because they can not afford to pay for reps that actually have customer service training. I will never purchase a product from them again. They sent me the incorrect product that I received 4 days from the shipping date (I was surprised to receive it soo quick) only to discover it was the wrong item. So I called to send it back, they told me it would take 2-5 days to get a label to ship it back. I was promised I would have the product by xmas and they would overnight it. I ship the product back on 12/2/05 when I receive the labels. After doing some investigation, I discover that the product they sent me, a Magnovox 20 inch LCD tv is the picture under the product description of the Phillips EDTV ready LCD tv that I really thought I was purchasing.So they have the wrong picture and product description together. They sent me the Magnovox. So I call again to see if the Phillips tv is even an item they have or did they make an error. The customer service rep hung up on me, after a 45 minute conversation of her "not getting what I was talking about". I call back and speak to another rep immediately after who assist me and states she will notify the web department of the error. They receive the package on 12/12/05 in the warehouse. They told me they were processing the correct item now and it will be rushed out to me. I call again on 12/12/05, and get a different story, this time the package was not shipped, and it will be sent out by Dec 15. They told me to look for an email that has tracking info. On Dec 16 I do not have an email so I decide to call back. I was now told that it takes 10 days once the wareghouse receives it before it will be shipped out! I was told there were no "notes" that indicate it would be overnighted even though it was promised by a Supervisor (Jessica) and it was their mistake to begin with. I demand to speak to a supervisor from a rep that tells me, they can't help me anymore than he did. I speak to a Chelsea (supervisor) who I finally tell to cancel my order, they are idiots, this was suppose to be a Christmas present and it is not worth the headache since they messed up in the first place. She places me on hold a few times, then tells me that I can repurchase the item and they can guarantee it by xmas. Well why didn't they tell me to do that TWO WEEKS ago? She credits the original order back, only to over charge me the new price of the tv. I demand an adjustment which happens but I am told the package will not be overnighted, the best they can do is send it ground, for a purchase they screwed up.I expressed my concern to the supervisor about the poor communication skills and lack of service the reps have given me. I suggest that maybe there is a training issue that needs to be looked into.I received a B.S. "So Sorry" email from the research team today that does nothing to remedy the situation. It is December 19th, I still am without the Christmas present and I refuse to call their horrible customer service department. I will stop rambling about my horrible experience but will close with, DON'T TRY TO SAVE A BUCK ON OVERSTOCK, I WOULD HAVE GLADLY WAITING IN LINE AT 3:00AM AT A WALMART OR BEST BUY ON BLACK FRIDAY TO AVOID THIS TORTURE. AT LEAST I WOULD HAVE RECEIVED MY PRODUCT. DEALING WITH CRAZY CHRISTMAS SHOPPERS ON LAST MINUTE SHOPPING BINGES WOULD HAVE BEEN REFRESHING COMPARE TO THE DISRESPECT AND NEGLECT FROM OVERSTOCK. "

"I am extremely disappointed with my purchase. I placed an order back on November 18th, which they were quick to bill me. I finally got my package 3 weeks later, which was an ordeal in itself. I purchased a queen size wood bed frame and luckily for me my brother-in-law was there to help me get it into my apartment or else I would pushing it with all of my 95lbs self. The driver (not from UPS or any known delivery company) called me from his cell phone to tell me to come out and get it. Great customer service there. The driver did not wait for me to check my package. Well, I guess when you pay $1 for shipping, you get what you pay for. When I checked it afterwards, I was utterly disappointed at the quality of the bed. It is a cherry oak color, so any flaws will be shown. I called up Overstock to tell them of my issue. They asked me if I wanted to exchange it. I said yes. The rep told me that it would take 2-4 days for me to receive my shipping label via e-mail. 5 days came and went and nothing. I called back and was told my request was canceled because the warehouse couldn't verify the dimensions of my bed. I would think that if they couldn't they would at least contact you to tell you this. This is not the first time Overstock has canceled something on me without informing me. Anyway, I am not told it will be another 2-4 days. I really just want the bed out of my apartment and my money back at this point and I will never again make another purchase through them. They seem to be equivalent to an outlet store way back in the day when things were labelled as "Slightly Irregular". Well, in this case mine didn't come with one."

"I ordered 5 items from Overstock and recieved 3 wrong items out of 5. Their customer service was the worst I've experienced in my life. It was the biggest hassle to get the right product and everytime I called back to check on the status I heard a different story from their completely incompetent staff. This company is run by complete morons. Finally, I demanded my money back after not having the products I ordered for a whole month, and they told me it was going to take 2 more business days. It is unbeleivable that they even stay in business. I WILL ABSOLUTELY NEVER ORDER FROM THEM AGAIN! "

"i have order twice from them in the last month and both times the order was promptly filled and shipped.

both times the item was what i ordered and had a very competitive price.

i will shop with them again.

===================================

order from them again... a late christmas order. They processed it quickly and got the christmas present delivered in time.

will definately shop from again.

"

"I purchase a lot of items online from a lot of different companies, and Overstock.com is by far the worst vendor I have ever dealt with.

I originally ordered two furniture items on November 17. Two days later I received an email stating that my order had been canceled due to a system error. They apologized for the inconvenience and issued me a $5.00 credit toward my next order as compensation. I thought I'd give them another try and submitted a new order for the same items on the 20th.

About two weeks later I went online to check the order status. Under Date Shipped it showed "In Process", which led me to believe that the order probably hadn't shipped yet, so I contacted customer service via online chat to try to find out the status. I was told that normal delivery time is 15 business days, and that if I hadn't received the items by that time to contact them again. I told the agent I just wanted to find out whether the order had shipped or not, or whether they were having some problem filling the order. He reiterated that I would have to wait until 15 business days had gone by, then contact them again if I had not received the items.

A week later the 15 business days were up -- I still had not received the order and the status screen still showed "In Process" under Date Shipped. I again contacted customer service via online chat. The agent was unable to determine the status of the order for me, but he said someone would get back to me within 2 business days.

The next day I received an email from customer service apologizing for the inconvenience. The sender stated they had sent a message to the warehouse to find out the status of the order and would get back to me as soon as they got a reply.

Three days later I still had not heard anything from them, so I called the customer service toll-free number. I explained the situation to the agent, and she told me they would look into it and get back to me within 2-4 business days. I replied that I had been told that before, that I was not going to wait any longer, and that if I was unable to get an accurate status of the order that day I was going to cancel it. She said she was unable to cancel an order and gave me a separate toll-free number to call.

I called that number, and the person I spoke with said she could not cancel an order once it had gone to the warehouse. Eventually I got to a supervisor who after a long wait on hold was able to cancel the order for me.

My problem with Overstock.com was their inability to give me an accurate status of my order anywhere in the process, and the failure of their customer service organization to provide any help in resolving the issue. I would give them an "F" for service, and would certainly never use them again or recommend them to anyone else.

"

"NO WAY IN HELL I will do business with overstock.com again in it’s current state, nor encourage anyone I care about to do so. Why?

Let’s consider the case of my first (and most likely last) Overstock.com order

1. 5-10 Days processing time on orders. Stated in “General Shipping Policy” but not clearly stated per item. My mistake for not reading carefully, clicking on all links, and for having higher expectations. (Compare to Amazon.com – each item says expected ship time)
2. No way to expedite orders on certain items. (Compare to Amazon.com – I’m a “Prime” member which give free 2 day ship on all orders, 2.99 for next day, plus multiple ship options for orders for all other suppliers. Also compare to newegg.com, with 2.99 rush processing option and typical 1 Day turnaround on nearly everything in stock)
3. If you ever need to RMA an item, you’ll be subject to a MINIMUM 4.99 restocking fee (Compare to Amazon.com, ZERO restocking fee.)
If you ever need to RMA an item, you’ll get an incredible amount of hassle (Compare to most any online retailer and their no questions asked policies.)
4. Difficult, if not impossible to cancel orders once placed, even if it hasn’t been shipped; and even then unable to refuse shipment for full refund (Compare to most any online retailer.)
5. Prices, EVEN AT CLUB O “DISCOUNT” are almost always more than other online retailers. (Compare overstock.com’s price on just about anything on sites like Resellerratings, dealtime, etc. and you’ll find their “great prices” aren’t so great. ESPECIALLY in context of all the other crap above)
6. Zero refund policy for people disgruntled with Club O, even after 3 days of having it.
7. Supervisors & customer “service” representatives that argue with the customer rather than listening and thanking them for constructive feedback. “Well, sir, if you had just read our policy…” You’re right. I was stupid for being too busy and too trusting to actually believe you were coming from a place where customer service matters. It’s my mistake…one I will not repeat. (Compare to many, many companies)

The message of Overstock.com via all of the above: Profit before customer Loyalty. If that’s the strategy you want, then I hope it’s working for you. Long term I can guarantee it will come back to bite you in the rear.

So, tell me: What’s the competitive advantage of Overstock.com? Why in the world would I or anyone else do business with Overstock.com again given the current state of your business?

My businesses online retail purchase volume is about $5000-10000 annual, not to mention the numerous clients I work with, trust my recommendations, and see where I bought the gifts from that I send to them.

There are two ways to get fleece from a sheep, kids. Overstock.com skinned me alive. You got my money. Too bad I won’t ever come back again. "

"Very slow shipper. I placed my order on the 29th of November. They said they shipped it on the 3rd of Dec (Saturday) but it still has not arrived. The tracking info has not been updated since the 3rd (is that a USPS problem?)

Fo me, it was not worth the savings over Amazon.com or Barnes and Noble. This is my first and last order from Overstock.com"

"I placed this order on Wednesday afternoon December 7th. This was my first order with Overstock.com. I ordered four music cd's, one of which, a newly released box set, was the primary reason for my purchase. This item was nearly $20.00 less than I had seen it at Amazon and Barnes and Noble. Combined with the other cd's on the order, I saved $26.00 over Amazon, shipping included. I am a long time Amazon customer and would likely have placed this order with them had I not stumbled upon Overstock's low price after googling the box set. All items were listed as in stock at the time of the order and all were listed as shipping in 1-4 days.

I became a little concerned the next day when I went to Overstock to check my account and found no record of my order. I became very concerned when I came to this site and saw the litany of recent horror stories regarding this company. I sent an email to Overstock regarding my order status and got an automated response saying that someone would respond in 24 hours. 24 hours later - nothing.

I went to Overstock and had a live chat with an associate who told me that the order had shipped Thursday, Dec. 8th, the day after it was placed and would arrive in 2-14 days via USPS. He also provided me with an order #. This morning (Tuesday) I received an email from Overstock saying that there was no record of an order placed under my email address. I went back to their site and had another live chat with an associate who confirmed that the order had shipped and, at my request, listed the items on the order. This afternoon the order arrived, six days after it was placed. All items were new and in in pristine condition.

I might order with Overstock again given the potential for savings on certain items. It seems that they do have issues with their communications infrastructure, though I cannot say that I was not kept apprised of my order status when I contacted the company. Nor did I have to wait to connect with an associate on live chat. I would not likely order anything large, or expensive, but I will keep them in mind for odds and ends. Unlike Amazon, placing an order with Overstock does seem a bit like a roll of the dice. Not being able to check my order status via my account was disconcerting, but not, in this case, a conspiracy on the part of the company to keep me in the dark while they milked my credit card and mishandled my order.
"

"Terrible customer service. Every customer service rep gives me a different story. I wanted to exchange girlfriend's ring for a different size. The first rep agreed, but they are now refusing. The said they would e-mail me a return shipment label, one week later I still haven't received any confirmation that I have initiated a return. Also being charged a $4.95 restocking fee. ouch!"

"Placed my first and only order w/Overstock on 10-18. Credit card was charged for full amount (ordered several items) $278 on 10-18. Overstock website notes that items ship w/in 1 to 4 days of ordering. 21 days after placing my order, 21 days after charging my credit card, I still had not heard nor received anything from Overstock. I emailed Customer Service and got no response. I called and got disconnected. I chatted online numerous times and was told that Customer Service Dept could not track my order, could not tell my when it would ship, why it hadn't shipped, nor could they even cancel my order. Finally out of the blue my order arrived in a damaged box more than 1 month later. I will never order from Overstock again. I do a lot of online shopping and no other sites charge my credit card until their items ship."

"I was surprised to see so many negative reviews of Overstock.com on here. I've ordered several books and a phone from overstock, and I've never had a problem. Everything has arrived in perfect shape and as advertised. Their prices are great, and shipping is cheap if slow.

That said, I've never had to deal with customer service or tech support, so I can't comment on that."

"Was shipped the incorrect item. Multiple chats with customer service were fruitless with each rep promising a different solution. Had to ultimately dispute charge with credit card company.

The correct item was supposedly shipped but after 5 weeks no tracking number and no item. Finally, checked the order status again and it was cancelled without my consent or prior notification.

In summary, very dissatisfied with the overall experience. Poor quality control, poor customer service. Would not recommend this company to anyone."