"Order made Sept 15th. I was billed $252. Order still hasn't shipped. Order status says "In Process." I've called several times and always the answer is the same: "I've never heard of this happening before. I'll send a note to shipping telling them to get this out." Still nothing. This is my first purchase from Overstock.com. I'm beginning to think this site rips people off. Just called tonight telling them I want a refund. Was told I'd have to call back Friday because of some computer glitch. Considering a call to Oregon's Attorney General or the BBB. Not sure what to do."

"I ordered two memory foam(one twin size for my son and one Cal. King for my wife and I) covers from overstock.com on 9/17/04. The next day I noticed on their website that my order was "accepted." I called to find out what accepted meant and they told me that it meant they had received the order however the website will probably say that on my order indefinitely because their tracking system wasn't working at the time. The representative (who I will say was very nice) told me that it will take about 9-10 days for the order to get to me (I took the cheap shipping), however when confirming my order their system had told me that it would only take 3-5 day for the order to get to me. On 9/28/2004 (today, 11 days after order placed, but 10 days after I was told it would be 10 days) the order arrives. The twin for our son was correct. Ours on the other hand was only a FULL size memory foam cover, even though the packaging clearly stated Cal. King! We called Overctock.com and they said that they would issue an RMA so that we can send it back... in TWO days! I work for a company that at the time of this writing, has a perfect 10 for six month rating and 9.99 for lifetime on resellerratings.com and 2 days is insane! We get the RMA emails out at MAX 2 hours, if not over the phone right then! Futher, once it gets there it will take 14 days for them to ship out the correct order after the receive my returned item! What's up with that? Again, INSANE. Let's see: 11 days after ordering + 2 days for an email + 8 days for the item to get back to them + 14 days to ship out correct order + 8 days to get back here = 43 days for a memory foam pad! I should be able to get someone to come out to my house, measure my body, measure my wife's body, measure my bed, and custom make a perfectly fitted cover in half of 43 days! So, instead we asked for a refund, they say for a refund: it will take still two days for the RMA email, 10-15 days for it to get to them ( I have no idea why they are so convinced it will take atleast 10 days for it to get to the warehouse) then it will take another 10-15 days to get the credit on my card.

Now, my wife is on the phone seeing if someone will just buy it from us so we don't have to go through the trouble of all of that!

I will never shop at Overstock.com and will tell everyone that asks about my experience with Overstock.com"

"This is the third (and last) bad experience with Overstock.com. I ordered a DVD three weeks ago. Online system still shows in process. Contacted customer service (chat) to cancel order. After a series of canned apologies, I was told that my order cannot be canceled because it was on backorder at the warehouse and "in process." The agent instructed me to return item IF it arrives, minus a $4.95 handling charge. Apparently, they have already charged my credit card! I asked to speak to a supervisor, and was not only refused but accused of being "unprofessional" for making the request! The agent threatened to end the chat session right then if I didn't have another issue she could resolve (which begs the question about what kind of issue she COULD resolve). I've ordered from Overstock in the past and had the exact same experience where an "in stock" item suddenly becomes unavailable once it's ordered. Customer service cannot provide assistance and attacks customers who ask for help. Buyer beware!"

"Purchased a Fuji camera earlier this year. This was a factory replacement and was scratched on the outside but since it only cost $99 it did not worry me. At the time I purchase repacement coverage. My wife took in on holiday and unfortuately fell while holding the camera. The camera was badly damaged. Sent the damaged camera back to overstock and they immediately gave a credit for the full amount.
Order replacement camera on Monday evening and it arrived Wednesday. Great shape works fine.
Ordered books from them previously and again no problem. Customers should be aware that although Overstock has limited warehousing, for the majority of their business they are simply a selling portal for other retailer or suppliers. They have a different business model to say Amazon. I think this is the reason why there are big differences between different customer experiances."

"These people have the worst customer service I have ever encountered. I received the wrong item and was told it would take a week to get a return number. Then once it shipped it would take to weeks to get a new one shipped out to me. After they received it back, I called to check when it would ship and was told it would be shipping out the next day. I called 3 days later and was told it would take another 3 weeks before it would ship from the warehouse. That would mean I will have waited a good month and a half because of their mistake. They were not willing to fix the situation. So I canceled it. They still won't give me a credit for another 2-3 weeks. I will never deal with these people again and would advise other people not to either."

"I was looking for a high end sheet set, and if doing research found that Overstock.com had a reasonably priced set which happened to be $25 dollars off (found this through Google). On Overstock's site, it clearly showed a $25 discount on the item. I looked at various other items on their site before going back to the sheet set and placing the order. Unfortunately, after checkout the $25 discount was no longer applied! I spoke to an on-line customer service rep and he stated that since I had already checked out there was nothing he could do to credit me the $25. He then stated that he would give me a credit that I could use towards another purchase.

Today, I decided to purchase a couple other items I've been looking for, and since I had the $25 credit, figured I'd go back to Overstock.com. I had a deja-vu moment when after checkout, AGAIN the $25 credit was NOT APPLIED. I decided to speak to a live customer sevice rep this time, so called Overstock and got the run around for about 30 minutes. They stated that the credit could only be used on a purchase exceeding $150 dollars (this was never disclosed to me previously), and that since I'd check out, THEY COULD NOT CANCEL MY ORDER.

This has perhaps been one of the worst customer sevice experiences I've ever had. I plan on disputing this charge with my credit card company, and WILL NEVER SHOP WITH OVERSTOCK.COM AGAIN!"

"Worst online reseller I have ever encountered. Charged me for an item that I has not even shipped out from their "warehouse". Spoke to two different customer service agents and was told that if I was lucky my order would ship out eventually. I was literally speechless. And there is no way to cancel an order and no supervisors available to talk to. I have no idea how this company is still in business."

"I ordered a mattress topper from Overstock.com on 9-10.

On 9-13 they charged my credit card.

Their web site says "accepted" but will not provide the shipping information if any.

When I talked to customer service, they tell me that they sent an inquiry to the warehouse but it will take 4 days for them to get back to me.

Isn't it illegal for them to charge the credit card before something ships?

Lousy lousy lousy.

"

"Ordered "The Passion of the Christ" from overstock.com on 9/12/04. Just arrived today in the mail(using US postal shipping). Cheaper then the dvd in bestbuy(widescreen too). The shipping was very cheap, under a little bit of $1.50. Overall the dvd came as packaged, no problems. I will gladly buy from them again. "

"I ordered over $1600.00 worth of items (50 USB Wireless ports). I was only able to order 10 at a time because they did not carry the product we needed on their B2B site.

They cancelled my first 5 orders because I complained that they were charging (OVER charging) shipping at 82.00 per order of items that would weigh about 12 pounds total. (Isn't that amazing!?!? When other people TRY to cancel they claim it is impossible)

I called to see if they would consolidate the shipping and charge accordingly. They said NO. I sent e-mail complaining, but I did not cancel the orders, because we neede the products. THEY CANCELLED THEM OUT OF SPITE WITHOUT MY PERMISSION THE NEXT DAY!!! Sending me stock e-mails that lied that they tried to get in touch with me and that I had cancelled the 1st order & was Credit Card problems on the other 4.

I called cust svc, and spoke to a great guy Casey. He understood my frustration and re-ordered the items with a $20.00 'coupon' per each order. GREAT!!

NO!!! The next day (today) they cancelled them AGAIN claiming that Casey has no auth to do that!!!! AGAIN they cancelled w/o my permission & in their e-mail CLAIMED to try to get in touch - no Voice mail left or e-mail sent!!! I WILL NEVER NEVER DO BUSINESS WITH THEM AGAIN - and I think the BEST cust Svc agent they had got fired.

The other guy I talked to today was an ASS!!! And they would NOT let me talk to a supervisor claiming they were too busy. Probably dealing with other unsatisfied customers.

So they screwd my company all over a $120.00 discount on an over $1600.00 order (the discount was on the shipping - even at 62.00 it was WAY overcharged.)

What IDIOTS - they lost a fortune 500 company's business over $120.00 - when we could have given them THOUSANDS in business!!!! And they probably fired the best customer svc. rep they had. (He's probably bettter off...)

They are just like the scum on E-Bay that sell something for .99 cents and charge $19.99 for shipping.

Now seeing ohters' complaints here, in retrospect, I see I am probably better off since I see what problems others have with product quality and return problems.

NEVER SHOP AT OVERSTOCK!!! NOT IF YOU VALUE YOUR SANITY AND MONEY!!!"

"I purchased a DVD tower from Overstock and was frustrated with the poor design, which made it difficult to get discs in and out of some parts of the rack, so I attempted to post a review of it on their site. It turns out that all reviews must be "approved", which apparently means that they do not post negative reviews. Frustrated, I attempted to contact customer service, and received the same response over and over, that negative reviews will not be posted."

"I buy lots of books online. When I tried to order a book from Overstock their "Submit" Purchase screen hung up on me and timed out. So I checked their site to see if I had actually purchased the book, or if the sale had fallen through. I saw NO indication of a purchase, so I submitted the purchase again, and the submit button hung again. Next time I checked my eMail, I had two order confirmations for the same book. I immediately contacted Overstock. They said because they expedite orders they are not sure they can cancel one, but they would try. Four days later, I get an eMail saying both books have shipped. (Is that expedited?) Now if I want to return the redundant order, they want an exorbitant fee. This is POOR Customer Service. They had time to cancel my redundant order. In comparison, some time ago the same thing happened when I ordered from A-1 Books. A-1 canceled my redundant order BEFORE I even requested it. Their Customer Service Department is saavy enough to know it's not necessary to mail out two identical books to one customer. Now that's service!"

"I ordered a book on 7/26/2004. On 8/16/2004 I informed Customer Service that the shipment never arrived. They said they would initiate a trace and that I should wait 10 business days. On 9/13/04 I informed them that 19 business days had passed and I still haven't received a refund. I got an e-mail reply - they said that they were referring my "return" to their shipping department. When I pointed out that I wasn't returning an item - the item never arrived - they responded with:

"I would love to help you resolve this issue. However, I am having trouble locating your order. The email address you are currently using is not the one you used when you placed this order with us. Also, we do not know your name or your invoice number. Would you please provide any of the following information? We would be happy to assist you further."

I sent them a reply with the history of all previous e-mail correspondence attached. No response.

I feel they are simply playing games with me - I think they have no intention of refunding me.

UPDATE:

On 9/17/04 I received the following:

I apologize that you did not receive the *** that you ordered and for the delay in resolving the situation. This has been a very popular item on our website and at a great price!

There was a trace placed on this and the warehouse has informed us that they have issued you credit for this in the amount of $**.**. This credit was issued on 9/16/2004. Please allow up to 8 days from the date that credit is issued to see it reflected on your credit card or bank statement.

Once again, I apologize for the inconvenience we may have caused and am glad we were able to get this taken care of. Please visit us again soon for great savings on name-brand products.

Sincerely,

Jason L.
Research Team
www.Overstock.com


The credit showed up in my cc account on 9/18/04. I'm happy with the resolution to this problem. Still, I think it took a long time to settle this issue. I won't do business with them again.
"

"I ordered a monitor and tried to cancel it after 5 hours. I was told the order was not shipped but could not be canceled. and I had to return it and pay 15% fee(actually they charged me more than that, and part of the refund is gift certificate!!).
Never never buy anything from overstock"

"Returned a product

It was a PayPal sale so store credit only... surprising, but ok.

Tried to use credit, Overstock won't combine credits and insists that you use the credits (coupons) separately... which means basically you either find 2 products that are of equal value to each credit, or spend additional funds to for two additional products. This policy is NOT described ANYWHERE on Overstock’s web site.

I have in the last 6 years spent well over $100,000 with eTailers and on eBay. In all that time, in all those sales this is the worst experience I have ever had.

Trickery with online buyers is foolish, most of us are savvy to the web and good business practices thereon. They’ve not only permanently lost my business, but gathered enough ire to convince me to post this complaint everyday on every site that archives store reviews until this is settled to my satisfaction.
"