"Poor customer service. Took over a week to get a return shipping label for a defective item. We'll see how long it takes them to refund my money."
"I am very dissatisfied with the company and I had no experience with them except the ordering process itself! That's blazing fast, isn't it? So, the story: When I clicked "place the order" button, the next screen I saw was "Your shopping cart is empty". That is, no confirmation screen or anything. I thought that shopping cart has been reset to empty because of my long inactivity and ordered the item again. "Your shopping cart is empty" message again. Then I checked "my account" and found out that I have to orders. I connected right away to a representative (on-line; he picked up the line very fast but it was well past midnight) but has been told that they can't cancel the order (that's indeed their policy). He promised to attach a note to my order, but said that there is no guarantee they would cancel it.
Summing up: there is no doubt that it's me who made mistakes ordering but I have never ever seen the site that would create such great opportunities for making mistakes. Indeed, I have never seen website that would not flash the screen "order confirmed" on your screen after they processed the order and which has so restrictive cancellation policy (half an hour is too late). I can't help thinking that it's intentional. So, beware..."
"Placed order on 11/14/05. CC charged 11/15/05. Never issued a tracking number. Status of order was always at: "Processing". Called a couple times after two weeks. Nothing. Said: "having trouble with their systems, couldn't find a tracking number" "will contact warehouse about whereabouts of order" "media orders may take up to 15 business days to deliver". Finally, was issued a refund on 12/06/05 (3+ weeks). Completely unacceptable ... especially since they charged my CC already. "
"Ordered a book. Never shipped, never shipped. After over a week I log on and it says ordered canceled,,,WHAT? I then start a live chat, "We are sorry the computer screwed up. Here is $5 credit.. Please re-order." Ok, so I re-order. Same thing happened again. 2 weeks wasted and I am the looser here. Do yourself a favor and order somewhere else!"
"On 10/14, I purchased an inflatable "body ball" for my wife from OVerstock.com. She wanted to include that in her excercise routine. They billed my credit card for the $20.94 total the same day. It's a simple, one-item order...
On 10/24 (10 days later), the item still did not show in my online account that had was shipped. So I called Customer Service, and was told by an Overstock agent, Andrew, that the order had already shipped and should arrive by 11/2.
On 11/2 (19 days), I called and was told the order had not shipped -- I told my Overstock agent to cancel the order. He did and that I would be contacted within 2-4 business days buy Overstock (I was not contacted).
On 11/3 (20 days), I purchased a "body ball" for my wife at Sam's Club.
On 11/9 (26 days), I typed an online chat with an Overstock agent to ask where my refund is. He confirmed that the order was cancelled on 11/2 and that I would be contacted within 2-4 business days buy Overstock. I reminded him that he did not specifically state that a refund would be issued... He skirted that issue and said that a refund is being held up due to a system upgrade at Overstock. But he did not say, "Don't worry, you'll get your money back."
I also brought up the fact that when I called on 11/2, I was told that I would be contacted within 2-4 business days, and that they had passed and I was not contacted. He had nothing to say... Now that I've checked out their rating one ResellerRatings.com, I see that they've used this "system upgrade" since August '05, at least!
On 11/10 (27 days), I received an e-mail that my order had shipped with a tracking number. I called Overstock and gave the agent, Don, a recap telling him that I was not going to pay for return shipment because of their mistakes. He sent me a return label to attach to the box by e-mail.
He could not explain any of the misteps of Overstock, even when I directly asked him for some sore of explanation. I told him that this was my third order from Overstock and that if they had done this type of stuff on a previous order, I would have never ordered from them again... He had no answer other than to ask if there was anything else he could help me with.
He also said that now Overstock would not be able give me a refund on my credit card until after you receive the body ball back to their warehouse (you know, the order I told Overstock on two different occasions NOT TO SHIP!).
On 11/11 (28 days), the Overstock order arrives and I immediately re-tag it and drop off at the Post Office for it's return trip.
On 11/30 (47 days), I call again to Customer Service, as a last ditch effort before disputing the charge with my credit card company. Customer Service agent Ashley tells me that they have not received the ball by return mail and need to track it. However, they have *NO RECORD* of ever issuing me a return "SmartLabel"! So I e-mail her back the link to the Smartlabel that they had previously e-mailed to me.
On 12/1 (48 days), I receive an e-mail from Ashley that they would be crediting my credit card within 2-4 days.
On 12/4 (51 days after I placed the original order!), the money is finally returned to my account.
For you poor souls that have already placed an order with Overstock.com, here is the Customer Service number: ***-***-****. They removed it from their Web site in November (which seems shady, to say the least).
Unless Overstock.com starts giving away items for FREE, I won't be ordering from them and would advise you to do likewise!"
"I have made over 30 purchases with Overstock in the last 2 years and have been satisfied with most of my purchases.
This month I purchased an Raised Air Bed with Air Controller (Queenair mattress ($130) and when I inflated the bed it leaked air. It leaks so badly it's unusable. I went to Overstock's return website, completed the request and e mailed it. That was on 23 Nov 05, since than I've received one e mail asking me more questions on why I wanted to return the item, I answered their e mail and I haven't hear from Overstock since. I've e mailed, twice a day, asking what I need to do to return this defective product and receive a refund....to no avail.
I'm very disappointed that Overstock's customer service is so poor.
Once this issue is resolved I will return and update my comments!
"
"Placed order through online web page stating "15% off for new customers." Order confirmation page did not show discount so I immediately phoned customer service where Chris told me they would give me a $10 coupon toward my next purchase but this order could not be changed in any way. I told him I would refuse the package delivery & dispute the charge with my credit card, which is exactly what I have done. What an arrogant merchant! BTW I checked around & found the same item at an Amazon.com seller for $16 less than the discounted price at this merchant. BEWARE!"
"I ordered a set of sheets from Overstock.com. Everything is fine, I check out smoothly... and then notice that Overstock has charged my credit card an extra $25 that I DIDN'T AUTHORIZE.
Long story short, I'm on online help chat for over an hour, best they will do is a $2 coupon off my next order, I can't even cancel. Finally, I threaten to call the police and they adjust the order to the amount that I originally accepted.
Stay away from this business, if you buy there you will most likely get screwed."
"I tried to buy some pillows from overstock. After half of my order was shipped and received; I e-mailed to get the status of the remaining order.
To make a long story short it took 3 e-mails, 2 phone calls, and 1 live chat to only be told that it was in stock but the department in question would need to get back to me to explain the delay. THAT NEVER HAPPENED. Finally, a MONTH after the initial order they just cancelled the order.
This is the WORST Customer Service I have ever experienced!"
"I purchased a cell phone for my mother-in-law who was going overseas. Overstock seemed to have good pricing and selection on unlocked GSM phones.
I found after I placed the order that the web site immediately showed "order accepted" and billed my credit card. After a couple of weeks went by and my mother-in-laws departure date was getting closer, I checked the order status which had not changed. My credit card had been billed and I did not have a phone.
I sent an email to Overstock's customer service. After a couple of days the email hadn't been answered so I tried using the online customer support during my lunch hour. During the chat session with the service rep, he told me the order had not shipped, "this never happens", etc. He asked me if I would like to cancel the order and get a refund. I said "yes, please". I was surpised and not at all pleased to find later that evening, the web site showed my order as having shipped. Contacting customer service again, I was told it was too late for a refund and my only option was to return the phone.
The phone arrived the day after my mother-in-law arrived at her destination overseas. A couple of days later, a received a reply to my original email.
I had asked for an explanation why the item was shipped after I was told the order would be cancelled and received no answer.
In my opinion, the whole point of shopping online is too avoid these kinds of experiences. This is by far the worse experience I've had with an online retailer. I'll avoid dealing with Overstock.com in the future."
"I recently bought a beautiful set of pearls from Overstock at a great price, and have nothing but good things to say about the site based both on this most recent order and on several that I've made before. The deals have always been excellent, the products as advertised, and the shipping prompt."
"It is now 7 days later. Item still has not shipped. If I ordered anywhere else, I would have had the item days ago. I have contacted their customer support twice now via live chat. Both times I was quoted a canned summary of their shipping policy and when I asked further got a canned "sorry" message. I asked to cancel the order and was told they are unable to do so. They were totally unhelpfull. I will have to order elsewhere if I want to see the item in my lifetime."
"Attempted to purchase a metal bed on Nov 4, they charged my credit card immediately. On Nov 8, received an apologetic email stating that the item was out of stock and they would refund my card (credit showed up a week later) and issue a $5 coupon to my account, but no information on how to activate it. I noted that the bed was gone from the website. Two days later, I noticed that the same bed was back up on the website. No response from customer service when I emailed questioning this. "
"I ordered a printer that did not come with ink cartridges. Customer service was not resonsive and could not resolve the issue to my satisfaction. The return policy includes an unreasonable restocking fee and customer paid shipping which make the return nearly as expensive as the original order. I consider Overstock.com to be fraudulent and deceptive and will never order from them again. I highly recommend that the BUYER BEWARE!!"
"Do not ever do business them! They should be shut down!!"