"Still in the process of a long frustrating ordeal with getting the stuff that I ordered.. I had placed an order well over 3 months ago (8/29/05) for 4 text books. I received most of the order several weeks later (in poor condition, I might add), and the order was missing one of the books. I contacted customer service the day that I received the order and the representative said that they would research what happened to the missing book and they would email me back. After a few weeks, I used the live chat customer support and spoke to another rep who then told me that it would take at least 10 business days - 9/26/05 was the exact date he had said they would know by - and would ship out a replacement within 5 business days. 11 business days later, I email them and ask what the status is. No response. On 10/24/05 (almost 2 months after I placed my order!!), I contacted them via live chat.. the person told me that the trace on the missing book is not complete yet and will be sent out as soon as it was complete. It takes 2 months to find out what happened to a book?? She said that she would contact the warehouse and they would contact me back in 2-4 business days. Guess what, it's almost 3 weeks later and i haven't heard anything from them. I'm really sick of their lousy business practices and I would NEVER recommend them to anybody. Just wretched service all around."
"Placed an order for 2 items on 10/20. One arrived in a few days (book) but the 2nd item (bed linen also apparently in stock) seems forever stuck "in process". I've been calling and using web chat to the customer service people for the last 2 weeks and all they seem willing/able to do is send a query to the warehouse with a 2-4 business day turnaround - these never get an answer though (after 2 weeks). Even cancelling the order is via the warehouse - please wait 2-4 business days for a lack of reply:-( Overstock goes onto my never so business with ever again list and I suggest others avoid them too."
"Ordered item 10/10/05. Received part of the item fairly quickly. Called after a few days because I still had not received the rest of the order. I was told I would be contacted after two to four days regarding this issue. After four phone calls and three emails over the past month, I still have not received any response regarding my missing item. I have since done a chargeback on my credit card and filed a complaint with the Better Business Bureau.
Worst customer service I've ever experienced and will never use them again."
"I agree that there is currently something systemically wrong with Overstock.com. I purchased a chair from them last spring with no problem, but the order I placed on October 18 and received on November 2 was a nightmare (the packing slip in the box listed both the order date and the shipping date as October 25). It appears that Overstock.com's warehouse computer system is inoperable, since customer service has no database information on the status of an order other than that it is "in process," even 15 days after the order was placed. Emails customer service sends to the warehouse to contact the customer re the order status are evidently ignored, since the customer never receives any response, and the customer service reps claim to not have the warehouse's telephone number, so they cannot call to check on an order's status. When I spoke with a customer service supervisor regarding my order, my sense was that she had to look at hard copy reports that the warehouse very belatedly sends them to check whether orders have shipped (I called on November 2 and whatever hard copy she was looking at still did not list my order, which according to the packing slip was shipped on October 25). All the customer service people are unfailingly polite, and I suspect they are trying to do their jobs under impossible circumstances presently. But anyone placing an order before this systemic communications problem within the structure of Overstock.com is rectified can look forward to endless frustration. The executives responsible for this communications fiasco should be fired. At present, Overstock.com seems to be conducting business in a hard-copy, Mom and Pop corner store manner. This is hardly what one expects from a company which advertises on national television and has the upcoming Christmas rish to contend with. It's really tragic, because I doubt I will ever place another order with them, and I was very satisfied with my first order. Evidently I am not the only one who believes life is just too short to waste hours futilely tracking orders when there is problem-free, competent service to be had from other companies for the same merchandise."
"This is the by far one of the best online stores from which I have ever purchased electronics and computer-related items (not to mention other great household items). Their prices are the best out there, and their shipping charges ($1.00 per order if a Club O member; $2.95 if not) are incredible.
I have ordered about 25 times from them and the order has always arrived as described and in a very timely fashion. All items are clearly marked as refurbished, where applicable. I've only had to contact customer service twice, because most every order has been fulfilled to perfection. The couple of times I did have to contact them (on some minor issues), the support folks were very friendly and accomodating. I have seen some of the negative feedback here, but believe those "disgruntled" customers have an ax to grind for other reasons. I have likely bought more items from Overstock than anyone on this ratings system and I find it hard to believe that anyone can find systemic issues with Overstock. It is a great site and company. Combine great service with great prices and Overstock can't be beat. "
"I purchsed an iFP-899 iriver mp3 player from this site and nowhere on their site did they say it was a refurbished player. They do have refurbished iriver players on the site but they are clearly labeled. This player was not labeled as refurbished but when I received it today, it came in a white box and was labeled as refurbished. I am really disappointed by their false advertising. They did offer me a full refund after calling, but it took me nearly 20 calls just to get through. Whenever I got to the returns center on their phone menu, I got a busy signal. A busy signal? What company doesn't make use of a holding phone system. So it took me 20 calls just to get through. I am not pleased at all by overstock."
"Item was ordered 12-oct-2005, got a message saying it was "shipped to the consolidation center" on 17-oct-2005. Got message "Package left consolidation center" 1-nov-2005. Time between ordering and shipping seems rather long.
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"I placed an order for a jacket with Overstock.com on October 9th. The website states that it will ship within 4 days and the product will arrive no later than 10 days after that. They charged my credit card, their website told me that the order was "In Process" which means that it hasn't left the warehouse, and I heard nothing from Overstock. I contacted them by phone a week after my orderwas placed to see if it had shipped yet (I live in Nebraska and it's getting cold!), and was told by a very unhelpful representative that he would contact the warehouse and they would contact me within 4 days (he never made any record of my call according to later enquiries). I also sent an email on their website that generated no reply. 2 weeks after my initial order I contacted another rep. via phone and while very nice, she was unable to give me a definitive answer other than the usual, "Warehouse will contact you in 4 days." I also sent another email which was replied to only 4 days after they emailed me back with the usual "You're very inportant to us and we'll have an answer for you in 24 hours." I asked to speak with a supervisor on the phone and he assured me that he would get me an answer. Adding another round of comedy to the business that is Overstock.com, they emailed me a customer satisfaction survey today - 6 hours before they told me that, "Sorry, we sold you a product that we'd already sold out of and have been giving you the runaround for 3 weeks. By the way, your credit card will be credited within 8 days. To show there's no hard feelings, we've credited you $5 towards your next satisfying customer experience at Overstock.com". You're warned, they won't allow you to cancel an order once it's "In Process", there's very little chance of recourse if you have a poor experience other than badmouthing them to everyone you know (viral marketing which will make their TV ad budget useless), and their customer service is just a little better than their shipping operations, which isn't saying much. I'd recommend shopping elsewhere, as the savings don't make up for one's time lost trying to track down an order."
"Overall good service since they answered all my questions, but still My order was recieved very late and was missing two books I ordered. I was very disatisfied with that order because it came like 1 and half weeks late via USPS. They did refund my purchase of the other two books, but i ordered those book becuase of the shipping. Now I have to order it again which will cost me more becuase of the full shipping on each items. "
"Easily the worst online shopping experience I've ever had. I placed the order around midnight on a Saturday or Sunday; about 30 seconds after placing it I realized I had put in my old address and I looked for a way to cancel my order online. Strangely, I couldn't find one. I've only seen one other online store that won't let you cancel your order online. Since it was midnight on a weekend, I thought I might be able to call up and get the address of the order changed since it obviously wouldn't have shipped yet, but I was told I couldn't since "the order had already gone to the warehouse". Is that some standard excuse to avoid letting anyone cancel or change an order in order to get a couple tenths of a percent increase in short term revenue? If not, it's gross incompetence on the part of the IT team that put your software together combined with an amazing display of bureaucratic inflexibility on the part of your staff. Either way, I won't be using overstock again."
"in late august i ordered a matress topper from overstock.com . 2 days later they billed my credit card and shipped the item via fedex. the item was "lost" by fedex who confirmed this with me on 9/15/05. i have contacted overstock.com on 7 occasions over the past 7 weeks to resolve this issue. overstock.com has failed to respond to either of 2 emails i sent them. overstock.com customer service either by phone or online chat said the would respond within 24 to 72 hours each of the 5 times i spoke with them and they have never gotten back to me. overstock.com is a rip off. i can't get a replacement item sent or a credit to my account. overstock.com has the worst customer service on the net. do not do business with overstock.com as you have no recourse when there is a problem."
"I ordered a playstation 2 controller on their site for a total of $11.50. They email me two days later saying that they cancel my order because they have not receive payments.
I check my statement from paypal to make sure that I had pay them and it stated that I had send $11.50 to overstock.com. I called customer service and they told me that their were some errors with paypal and their computer.
They told they will refund my money to my paypal account. They said I can reorder the item for $22.00, which was twice the price of the original order because the sale and discount was over. They waited till the sale was over to cancel my order.
They would not let me order the same item for the original price even though it was a mistake on their part and I have yet to see the refund. This was very bad experience and I have wasted a lot of time on just a small item. I will not shop at overstock.com ever again."
"My order was cancelled, and I was not notified of the cancellation; I discovered the cancellation when checking order status on line. My credit card had been charged on the day of the order, but has not been credited for the order, several days after the canellation."
"So far . . . I ordered a digital camera on the 29th they shipped on the 6th. I won't be doing business with them again."
"I wanted to purchase a memory foam topper from overstock, first time I ordered the item they cancelled and credited my acount two days later. Second time I called and talked to a customer rep. to place my order for this item which was shown in stock. The CSR asured me that the item was in stock and I should get it. Guess what! it was cencelled the next day. The other item on my ordered has not been shipped yet (4 days and counting). I am surprised that they charge your account right away even if the item may or may not ship. Another thing, instead of spending money on commercials "everything is about O" on TV they should hire some good IT folks who can link their website to warehouse in real time. This way customers would know how many items are left in stock. Putting a subjective rating of Low moderate and high risk of sell out is pathetic.
I am never going to shop at their website again!"