"Purchased item November 3rd. It is now November 23, and I haven't seen item. They did of course charge my credit card. They say it is lost in the warehouse. They will not send another one, nor reimburse my credit card. They say they will find it."

"I have ordered twice now from overstock.com and both times was disappointed. The first time I was disappointed in the product...it was not as described. The second time I realized within seconds of placing the order that I made a size mistake and immediately emailed them. I emailed them three more times within the next couple of days and they never responded. The products were shipped to me regardless. Once of the products was a piece of jewelry that was supposed to be sterling silver...it was obviously not. Then when I returned the products they had the nerve to charge me a restocking fee. No customer service...no assurance of quality...I won't be buying from them again."

"This has been the worst online buying experience I've ever had, and I buy regularly. I ordered several batteries offered at a reduced price on Overstock.com and paid for the items with PayPal. I received confirmation of payment from PayPal. Overstock informed me several days later that payment had not been received and that my order was cancelled. Upon contacting customer service and after repeated attempts, finally reached a supervisor, I was told that payment had not been received and there was simply nothing that could be done for me. I contact PayPal and am disputing the charge, but the aggravation and incompetence of dealing with Overstock.com has convinced me that I will not deal with them again. Reduced prices may seem attractive, but not only did I not receive the merchandise, I am having a challenge getting back the money I paid for the nonexistent merchandise. I strongly suggest that people avoid this merchant."

"Overstock told me an item had shipped on at least 2 separate occassions, but would never provide me with the shipping details. Almost a month later I look at my order status and it suddenly appears as cancelled and credited. I contact them again and they told me that it was cancelled because of an upgrade issue, and that they have the item in stock and that I should reorder it myself. WHAT? That is crazy. They offered me a measily $10 credit on my account once I threatened to report them to the BBB etc...whoopie. They also said that would "show up" on my account next time I logged on. It's not there. Another LIE from Overstock.com. Overstock Oversucks.
"

"What a train wreck! I ordered 2 necklaces for 2 different occasions. One was delivered as promised. The other has yet to even ship after 3 weeks! The occasion has now passed, and I was forced to find an alternative gift.

Overstock's customer service system is absolutely, impossibly screwed up. First, they've removed their CS phone number from their website (clue #1). I emailed CS after 10 days of my account saying "In process." No response. Emailed again 5 days later. No response.

I tried to use their online chat: after a 30 minute wait, I was disconnected immediately upon connecting. This happened 3 times.

Finally, I found their CS phone number using Google. I call, and the CSR1 says that she will cancel the order and give me a refund. Great. A week passes. No email confirmation, and no refund; order still says "in process."

I call again. CSR2 says that CSR1 was mistaken, orders can't be cancelled. No exceptions (great business model!). But, since its been 3 WEEKS and its hasn't shipped, she can do an "item not received" action and give me a refund that way. Great.

This morning my FIRST EMAIL was answered by CSR3. CSR3 notes that there were "errors" in my order and that these have been corrected; she has sent my order to the warehouse for processing. If I don't want it, I can return it (they'd be happy to help with that). No mention of my refund; she seemed to be totally ignorant that I am supposed to receive one.

So after struggling for 3 weeks to get my money back, the incoherence of Overstock's customer service system will result in my request for a refund being cancelled, my receiving my order 4 weeks late, and my having to return the item -- AT MY COST -- to get my money back.

Overstock breached their sales agreement with me by failing to ship when they promised; a promise on which I relied. That failure cost me more money. Instead of giving me my money back, they are willfully shipping the delinquent item despite knowing that I don't want and can't use it because of their own failure. And they are making me pay to return the item that they are unilaterally shipping to me, thereby making me bear all the cost and responsibility for their completely feckless, inefficient, unhelpful, confusing, needlessly complicated, and apparently completely useless customer service and ordering systems. COMPLETELY UNACCEPTABLE."

"well my B'Day was Nov 12th so I decided I was going to treat myself to The Complete Calvin and Hobbes

So I did some research and some surfing to see if i could find a reliable, good buy .

came acroos Overstock.com

well the price was good . $86.00 with shipping . So 10/27 I placed the order . orders ship 1 - 4 days after recieving order .

ok so I sit and wait. and wait and wait . my order status page which said accepted (click here for tracking information) click the link and status says in process.

so the next friday rolls around 11/04 and I get in an online chat to find out whats up with my order . the CSR tells me "we are upgrading the tracking software atm so tracking is unavailable but your item has shipped .I say ok end of conversation .

Monday rolls around 11/07. I wait till 3 PM and call a CSR on the phone and she tells me the CSR I talked to online that told me my item has shipped didn't even log the chat . then tells me that she doesnt see in the system anything that says my item has shipped or hasnt and sends an e-mail to the warehouse manager to update me and send me a tracking number and if I dont recieve anything within 48 hours to call back.

wed 3:30 11/09 rolls around . I call back . guy tells my that usually takes 2 - 4 days to get a response from the warehouse manager . to wait the 4 days and also tells me that my item has shipped .. I ask him does it say on your computer that it has been shipped from you to me? he says no . but my computer shows where we recieved the item in our warehouse . so you should be getting it soon.

I call back 11/11 and talk to a supervisor . she tells me the item has shipped and also that the e-mail that was sent to the warehouse manager was sent to the research team instead . that she will e-mail them and have them tell me something within 48 hours.

Today I log into my accound 11/14 and my order now reads Canceled & Credited

well needless to say I was like WTF . so I call them up and asking all sorts of questions . so i ask to speak with a supervisor .

Jamie.....Hello joseph?

Me .....Yes

Jamie.....This is Jamie how may I help you

at this point I explain to her everything thats happened and what my status was as of today.

Jamie.....well i see here that there was a problem with the order

Me.....and what was the problem

Jamie.....well im showing here that the Item you ordered we ordered to little of and the demand was so high that we ran out

Me...... well you are aware that this item is on your website under 2 different SKU's 1)3260201 which was the SKU I ordered from "10% off total purchase sell" and 2)10077153 "which is full price on their website"

Jamie.....oh really . hmmm 1 second please ***CLICK***

never even tried to call me back lol .

thing is guy told me that my credit card has been credited with a refund and could take UP TO 8 DAYS till it posts.

But funnier than that . took them almost 2 weeks to tell me an Item I ordered showing in stock was actually out of stock and never shipped , even after we told you several times that it had shipped"

"Preorder Items on Overstock.

Well they just started taking preorders on certain items and let me tell you about another overstock nightmare. I ordered from them in October for something being released on Nov, 15th its Nov. 16th and I was just wondering when my item would ship and estimated time of delivery.


After an hour on hold, the company responded that just because the release date of the items was the 15'th it could take up to 6 business days to recieve the items and ship them. Putting my order back 2 weeks till min. delivery date.

Looking at my checking account statement I have already been charged for these items even though they have yet to be shipped!!!


Shocked, I asked them to cancel and they said they would not cancel the order.

I have opted to just drive down to walmart and buy these same items and just refuse the package when it comes. Without signature of the credit card holder the company cannot complete the transaction.

Along with all these other bad reviews I have read this may be one of the worst companies online to do business with. Good luck with your order if you ever get it.

-Overshafted"

"Overstock.com is the worst company I have ever dealt with. They shipped an incorrect size mattress topper in June 2005 and it still has not been taken care of by November. You can never talk to them. They don't return phone calls when they say they will. I have sent email after email with very little response and if it does happen it is days later. I would never recommend this company to anyone and I am starting a email chain bad mouthing them to all my friends. When is the Better Business Bureau going to get after them. We finally went to the Better Business Bureau of Utah and got satisfaction. Here is the site. http://69.2.253.251/complaint/new/?bid=2003792"

"The positive: my item, a cellphone, arrived eventually, and it was new - still had the peel-off plastic. And most important is that it works.

The negatives:
1. They advertise "ships in 1-4 business days. It was more like 10 - 14 business days. I ordered on Oct 21 and it did not ship until Nov 8.

2. The price of the phone on the web site was $69.99 and when put in the shopping cart it was $74.99. Live chat with rep. said they could do nothing about it. But eventually with much back and forth and after MY suggestion, I now have a $5 credit in my account. Why couldn't they issue a $5 credit to my credit card? It took over two weeks for the price error on the web site to be corrected.

3. In my 4 enquiries about when the item will ship, Live Chat was totally useless. They apparently have no communication with their own warehouse.

4. In one of my Live Chat sessions the rep actually said the item was shipped and that I would get an email with the tracking number. When that email did not show up and I spoke to another Live Chat person three days later I was told this time that the previous person was incorrect and my item had not yet shipped.
"

"I ordered a men's terry robe from here on 10/14 for my dad's birthday, which was on 10/20.

The package arrived yesterday. One month later.

I had ordered a book from Overstock.com before with no problems, so I decided it would be a safe bet to order from the online merchant a second time. Boy, was I wrong.

After I placed my order, I received an e-mail confirmation of my order, saying that another e-mail would be sent out once my package was shipped. As stated on the website, Overstock.com usually ships items within 1-2 business days.

So I waited. And waited. And I tried giving them the benefit of the doubt, but after 5 days and still no e-mail about shipping my order, I decided to contact them. The customer service representative apologized, saying that although no e-mail was sent out, the order would still have been shipped.

Needless to say, those were all lies. My order was only shipped after contacting customer service a FOURTH time.

Words of caution: Buyer beware."

"Ordered three items on October 28 2005 and paid using my PayPal account, basically paying them cash. I immediately got a confirmation email from PayPal with my transaction ID. I have used PayPal for years, with no problems.

On October 30, Overstock.com sent me the following email:

You recently placed an order (#21885433) with Overstock.com and indicated that you would complete payment via PayPal. It has been at least four hours since your order was taken and payment has not been received. Subsequently your order has been cancelled.

I responded to the email by forwarding the PayPal confirmation email and started on the phone odyssey that is dealing with Overstock customer service. Let's just say - lots of being in queue and being disconnected. When reaching a person, lots of different stories about what was happening. Lots of time spent dealing with them both over the phone and via email. Their key phrases are that they are escalating the problem and they sympathize with you, they'd be mad too. Anything except saying, we'll make sure you get your money back.

Their stories included telling me that the cancellation was a PayPal policy, not theirs. That they would refund the money in 48 hours, then 4 days then who knows. And they were very helpful suggesting that I buy the same items using my credit card. So I could pay twice and probably still not get my things. Hah! I didn't just fall off the turnip truck you know.

PayPal told me that it was not their policy to cancel orders and my money was paid immediately anyway. And that they were getting lots of similar complaints about Overstock.

The bottom line is that I got my money refunded - I think as a result of PayPal dispute process, complaints filed with Utah BBB and Consumer Affairs, and posting to all sorts of online complaint sites.

Be careful if you buy from them. I think you have a 50/50 chance of getting what you paid for. I'd rather go stick money in the slots.

"

"I've had no problems with either of my orders, one this past week and the other this time last year. Good shipping rates, and pretty fast service."

"I have ordered from them before, but I'm thinking that it is more trouble than it is worth - even with a discount.
First, ordering clothes or home items is a mixed bag. The quality of the items is not as high as my expectations from the picture and descriptions. Sometimes items arrive a little worse for wear. For example an outfit that I ordered for my daughter was very dirty - not the kind of impression you want when taking your items out of the box.
2. It seems like they always mess something up in the order. Last time I ordered, the toddler outfit that showed and described both a shirt and pants, only shipped with a shirt. It took 5 emails and 6 weeks before I got the pants. This time one of the books I ordered did not arrive even though it was on the shipping invoice.
3. Which leads to the worst problem which is Customer Service. Trying to resolve issues with them is very slow via email. It took 3 days for the latest reply and the reply was unhelpful. It takes multiple emails before they admit to any fault and take any action."

"I was lulled in by a 15% off new buyers. however, when i went to check out, the coupon did not show up. The checkout screen was also very ambiguous, which made it more difficult for me to determine where the coupon would show. anyway, the order went through without the coupon, and I called their customer service. after waiting for close to half an hour, I got through and was told that someone would look into it and that I WOULD get a refund, not a credit. The next day, I got an email saying that my coupon was invalid. however, they quoted the wrong coupon, a 12% off one. I called back and was told again on the phone by a very rude rep (scott) that my coupon was invalid. I was able to prove to them that it wasnt, showing them the actual site which clearly showed 15% off. after waiting a few minutes, he got back to me and told me gruffly that I would get a store credit and then basically cut me off. I doubt I would use it, because I dont plan on shopping there again. "

"These people have horrible customer service. I placed and order and when I recieved the confirmation email, one of the items on there (a feather bed) was listed as the wrong size. I contacted their customer service via their "liveperson" system. Below is the conversation, (name address, and order number removed.)

Welcome to Overstock.com Customer Service, you are now chatting with Pat.
Pat: Thank you for visiting Overstock.com's secure live chat. How may I help you today?
you: Hi, I was just looking at the order confirmation email on an order I submitted just a few minutes ago, and see that an item I ordered is showing as full size, but I'm sure I picked queen. Now I see there's no way to replace it, or cancel the order. Can you help? Order number is 22363142
Pat: I would be happy to help you with that.
you: I'd like the queen size featherbed
Pat: For security purposes, may I ask you to verify the name and billing address on your account?
you: XXXXXXXXXXXXXXXXXXXXXXXX
Pat: Thanks for that.
you: no... Thank YOU!
Pat: The item is 'Baffle Box White Goose Featherbed', right?
you: correct
Pat: I see that you have order full size for this featherbed.
Pat: It is not possible to change the size now.
you: I just placed the order just a minute ago..
you: and I'm sure I picked queen
Pat: I do understand your concern. However...
Pat: it is not possible to change the size.
you: well you lost the whole order then. I am calling my credit card company now
Pat: I am really sorry for that.
you: I'm sorry too.. I wanted this stuff. It's not like I wanted to cancel the whole order or anything.. I just wanted to change out something in there incorrectly.
Pat: I do understand. However, once the order is placed it is not possible to cancel or change the size of an item.
you: even if it's not what I requested..
Pat: We process the order very fast once the order is placed and...
Pat: it is not possible to make any changes.
you: I just placed this a few minutes ago.. As soon as I got the confirmation email and I saw the size was wrong I came here. you don't understand.. this is not what I requested. I requested a queen, the email says full
you: according to this. you can send me anything in place of what I ordered, and there's nothing I can do about it?
Pat: Ruby, it is not possible to change the size of the bed.
you: your customer service is horrible. no wonder you have to advertise on TV.. I'm off to find some place to give you a bad rating. Thanks for the lack of help
Pat: I am really sorry that I am not able to help you regarding this.
you: guess I should have checked here first: http://www.resellerratings.com/seller1634.html
you: you already have bad ratings
Pat: I am really sorry for that.
Pat: Is there anything else I can assist you with today?
you: yes, improve your reponsiveness to your customers. If you expect to stay in business, check out how someone like newegg.com treats their customers.

-----

Just an update. After a few more online chats, I've discovered that these "Live" customer service reps are NOT live. They are programmed chat bots that have the ability to look up order information and give you a stock set of answers. To represent these computer robots as live people is fraudulent. I suppose this is typical for them"