Overstock.com

I ordered a Sun Joe electric lawn mower for my sister-in-law's birthday that included 2- 48 volt batteries, and a charger. When it arrived to her, it was only the mower... no batteries or charger. I immediately reached out to Overstock and was told the missing parts were requested. In the meantime, reviews were left by other unsuspecting customers giving the item a 1 star review for the very same problem. Then we noticed that the write up on their website was altered to say batteries and charger were not included and the price went up by a hundred dollars. (Thank goodness I took pictures of the write up & our order). We spoke to no less than 6 customer service reps over the course of a week about our issue and were repeatedly told that it would be resolved soon. 2 weeks after we ordered it, after demanding to speak to a supervisor... the supervisor, Bobby told us that we ordered the wrong item (We did not... we have photographic evidence!) then he said we misread the item (we did not -we have photographic evidence!) Then he said the item never came with batteries and charger (Remember, we have photographic evidence!) Finally after 25 minutes on the phone, he said it was THEIR FAULT and that the only thing he could do was offer us a "free refund" like he was doing us a favor! I felt like it was false advertising! Bait & Switch! And to make matters worse, he said it would take weeks to get the refund added to our credit card... maybe even a month! What? On top of everything, the supervisor told us he didn't have to give us the "free refund" even though he acknowledged it was their mistake because in Overstock fine print it says that the customer pays for shipping on returns (no matter who's fault it is)... so he really thought he was going the extra mile for us, instead of just doing the right thing! My sister-in-law's birthday present was a fiasco and we have nothing to show for all of our time and energy trying to resolve this. Honestly, I feel like this whole thing has traumatized me. This was the first time I ever ordered from Overstock and it will be the last! They didn't even offer us a discount on another purchase or anything... there was literally no effort to make things right... none. How on earth do they stay in business? How on earth do you treat people like this? Why on earth would you string us along like that for 2 weeks? I am so mad. Take my advice if you have to order from them, take pictures of the product and the actual order and then read the fine print before you buy from them and then pray you actually get what you ordered. If it turns out bad for you, well I warned you!

I ordered a daybed on overstock on November 3rd 2017, when I ordered it stated that the item would be shipped out and be at my house within the next week. I did online chat with customer service after the item was still "processing" after 5 days (November 8th 2017), and they said that it should be shipped out that day or the next. Once it still wasn't shipped out I again did an online chat with them on November 9th, and again they said that it should be shipped out but that they would check with their warehouse. I received a voicemail on the 10th around 11am stating that it would be shipped out on November 15th because they were out of stock on part of the bed. I called back around 12 in the afternoon to confirm that for 100% sure it would be shipped out then, and they reassured me that it would. Then around 4pm I got an email from Overstock stating that they cancelled my order. When I called back again to talk to a customer service representative she was short and just kept saying "Well it was our warehouse that cancelled the order there's nothing that I can do for you until Monday". I expressed my frustration and told her that I had been waiting for the bed to ship already and that it showed that it was in stock at the time of my purchase. I went ahead and ordered from a different company and will never order from Overstock.com again. Very unpleasant experience, and the customer service didn't even act like it was a big deal.

I have shopped for furniture on many online websites and this is the worst and I would not recommend anyone to purchase here. This mattress popped up as a mattress and box spring set when I searched for set on the website. Up until today when I write this review, the product description says "Mattress & Boxspring Sets". Before purchasing, I asked the online chat (who claimed to be a real person) and she said this was a set. So I ordered. But I only received the mattress. (The mattress is OK, I don't have any problems with is so far.) I talked to customer service via online chat and text; both admitted that the sent an incomplete order and tried to schedule for a return for me. I also talked to customer service over the phone. She told me to not trust the online chat because "they are robots/AI" - then isn't this a false information when I asked the chat if she was a real person and she said she was? The customer service lady also told me that she saw the product description says that is indeed a set (mattress and box) but also in the Q&A someone asked about the same questions. First of all, that question was asked and answered in August 2018 and it is June 2019 now. Second, shouldn't the product description be the authority compared to an outdated Q&A? Third, I did check with customer service on the product information before purchasing. At the end of the day, their answer to my issue is that the product description is wrong. What I ordered was only the mattress and there is nothing they can do about it. I can return it for $restocking fee though- Overstock even sent me an email instructing the return titling "incomplete order" admitting they didn't send me the complete order. Why am I being punished for their mistake of incorrect product description and extremely sub-par online customer service?

I placed an order with them and realized it was without the coupon so I canceled it right away, and ordered again with the coupon. The next day August 4, I realized through PayPal it was going to the wrong address so I called and canceled again. I noticed several days later my money had not been returned. So I called and was told they had canceled it and to contact my financial institution. So I did both PayPal and my bank, both told me it had not been canceled. So I called back you then told they would send it on to the billing department and my money should be back soon. Then we get a call that 3 boxes arrived at someone else's house. So I drove almost 2 hours to get them. The item they said was canceled was there except for one box. So I called again and them know and ask where the other box is since I can't look it up because it was canceled. We find out it is supposed to go to the wrong address again that day. So she calls UPS with me on the phone and asks if I want them to return it and pick up the other 3 boxes from me. I say since I have already paid for it can they just deliver it to me I will keep them. She says no but they can hold it at the facility for us to pick up. Seriously more gas and time to go get the canceled item. We have not been able to try yet and we don't have a tracking number because it was canceled. The lady said she was going to send me a 15% coupon for my trouble. I am thinking do I ever want to go through this again! I was checking my account yesterday and noticed you guys charged me again 1103 WHAT! I never authorized a charge and now I have paid twice for the same item AHHHH. Is this how Overstock works? 1103. 74 on the 19th and 1223. 74 on the 9th of August for the same item! I called today and spoke to a lady then her supervisor. Then I asked for someone in America. He said the billing department refuses to talk to me and they are in America. He says they say they only charged me once. I said I have both my bank and PayPal statement that proves otherwise. Then he put me on hold till it disconnected. I am a teacher the time and money Overstock has solen from me is awful. They should be ashamed!

It's almost 3 in the morning and I'm writing this because I just got done talking to somebody on overstock's customer service chat. I ordered a ring for my boyfriend in the beginning of December that he thought was too small. I ordered a bigger one after returning the smaller one. The bigger one ended up being too big... note: he has never worn a ring before so he didn't know. The ring is beautiful though and great quality so we definitely want it. All is well, I'll order the smaller one back and not return the big one yet until he can really compare sizes in person. Overstock helped me with a small discount on ordering the small ring again. Ordered December 20th and expected delivery was the 26th. By the first few days of January I realized that the holidays were not the cause of my package never getting here. I contacted them again and they said it was lost in the mail and that I would get an email telling me more about it and whether it was found or if id get a replacement. They also said sorry and that they'd expedite the replacement if need be, so that i'd still have time to return whatever ring we decided didn't fit. 3 days pass... I JUST got an email telling me a package was shipped to me? AND that I would receive it in over A WEEK. I am so infuriated, i contacted them again and they said it was too late it was already shipped and etc. etc. I FOUND OUT THE ORDER WAS MADE THE SAME DAY I TALKED TO THEM ABOUT IT BEING LOST. I wasn't ever informed that they were going ahead with a new order! I've been sitting here waiting for an email from the UPS on whether the other was found yet or not. Now I'll have been waiting over 3 weeks for one ring and its quite possible ill have passed the deadline for returning the other one!
They were unclear, repetitive and hardly any help whatsoever. I was promised expedited shipping and emails on the update of my lost ring and I didn't get either. Now I'm sitting here waiting for another ring and my boyfriend is just as mad as I am at this point. Soooooo so disappointed with their online customer service. I buy so much online for prices and ease and this site has done nothing but cost me time, money, and frustration. Never ordering from them again. I'll stick to amazon and ebay.

I have been with Overstock for over 7 years and bought a whole household of furniture, bedding mattresses rugs, and household items from them. I never had any payment issues. Last Sunday I received a phone call from a lady stating I owe $93.95 dollars and my account is Delinquent. I let her know this is odd and never happen before, At first thought it was a scam call. I could not think of what I bought and did not pay for. I quickly paid over the phone as she stated if I did not pay NOW there would be another $35 late charge. I quickly paid over the phone and hung up to call customer service. Then I found out it was a $19.95 charge for the Club O Renewal that I did not purchase. This was put on my account without my knowing. $19.95 for the renal and then- another $19.95 late fee and -two $35 late fees, two min $2 fees for interest all on an unauthorized charge. If that wasn't bad enough on top of all this, the next day I found out they reported to the credit bureau my account was delinquent. My credit was at 810 and just went down -55 points. I called in again to the service line, only to get a lady that would not listen to me, talked over me, and all she would say is "how would you like to make your payment today". I hung up and called back to get gentle man who was educated on how to listen and saw there was an issue. He stated the fees will be taken off, and all the changes related to the fraudulent renal fee. He was kind and very apologetic on what had happened: However, he stated he had no authority or access to the credit report, and I need to write a secure message to request the derogatory remakes be removed from my credit. Please see the response, (received 7/19) I have to wait up to 45 days. I called customer service again and was assured by a kind Lady Rebecca who assured me this will all be taken care of; The fees I paid that day will be credited back to me and the fees associated with this case will be taken off. I even have a case # 190 *******. They sent me an email asking me to do a review on the Club O rewards program. This story is what I wrote. They rejected my review (see the attached) Today 7/20 I had to go to the secured message as none of the late fee charges have been removed from the fraudulent transaction.(I had originally paid these with my debit card when the first lady called stating that she was going to add $35 more on if I did not make the payment that day while we were on the line) My account shows current but late fees are still being requested to pay. Please see the below. This has been a nightmare.

Credit card was charged and order have not been processed.

Here is the transcript from support chat:

Matt: Hi, my name is Matt. How may I help you?
Visitor: My email is ***
Visitor: I have just placed an order, your site shows payment error, therefore money was charged from my card.
Matt: I'll be glad to help you with the concern.
Matt: May I know whether you have received any email confirmation or the order number?
Visitor: No I did't received it.
Visitor: Here is HOLD status from by Internet bank - ***
Matt: In that case, be assured that your order hasn't gone through and the the charge which you have seen is an pre-authorization charge which will automatically fall off within 3 -5 business days.
Visitor: I don't want to wait 3-5 business day. I just want to process the order.
Visitor: If it is not possible please return my money and I will go to another site.
Matt: Not to worry, you will be charged only when your order gets processed and shipped out.
Visitor: What should I do now? My money is in HOLD. Order did not processed.
Matt: In your case, the order hasn't gone through which means you haven't been charged yet, so the charge which you have seen is an pre-authorization charge which will automatically fall off within 3 -5 business days.
Matt: I'm sorry, I haven't heard from you. I'll remain available for another minute if you need further assistance.
Visitor: I cannot use money that you have charged as it is in HOLD status. Failed attempt to pay in your shop has led to the fact that I cannot buy the item I wish in other place because I have no more money on my card right now. Is it normal case in your opinion?
Matt: We apologize for any inconvenience this may cause to you.
Visitor: I do not need you apologize. I need a solution. I see only two of them - process the order or return money right now.
Matt: We don't hold the money for the orders that haven't gone through, thus I recommend you to check with your bank for the posting timeframe.
Visitor: My credit card balance right now is lesser than before order on the order amount.
Visitor: Is I sad before I see following line in account operations list:
Visitor: ***
Visitor: So 3981. 63RUR has removed from my card to HOLD.
Matt: I understand your concern, since we don't have another option I would recommend you to contact your bank for the further help.
Matt: I apologize that I was not able to resolve that issue for you. Are there any other concerns I can address for you?
Matt: I'm sorry, I haven't heard from you. I'll remain available for another minute if you need further assistance.
Matt:
Thank you for contacting Overstock.com. Need a gift? We can help! Our gift cards are a present they're sure to love! Click here for more details.

So it is for you to decide - use this shop or keep your CC funds in safe.

Matt has disconnected.

If you are looking for a bed that will last you more than 6 months, this is not it. I bought the bed in November 2013 and the slats have already came apart twice, once during the middle of the night and causing my mattress to miserably collapse, almost giving me a heart attack. I e-mailed Customer Service about it and, in a nutshell, they ACKNOWLEDGED that the bed slats had always been an issue [so why sell the bed then?] and gave me a $40 credit, noting that she was being "more generous" than she should have been. Seriously? You are saying that your product is not even covered from the standard 1 year warranty? I bought so much furniture from Overstock, but after this level of Customer Service, offensive and unhelpful, they can definitely forget about me recommending the website or spreading a good work. The stupidity of some people baffles me: you are willing to compromise your clientele for lousy $400?

This is the response that I received from Overstock:

Jeanett S. From Overstock.com 05/05/2014 01:43 PM
Hello Federica,

I'm writing today in response to your recent contact about the problems you have had with the Sophie Grey Queen Platform Bed. It is my pleasure to assist you today.

I have looked over the history of this bed and found that the slats that ship with this bed have been a problem. The manufacturer still ships them, so I don't want to offer a replacement. What I would like to suggest, is going to your local hardware store and taking the measurements of the inside of the bed and perhaps having a nice board cut to cover the entire bottom for your box spring and mattress to rest on.

Or you might have slats cut that are a little longer and much more durable, obviously these must be falling a bit too short. What I have done is issue you a credit in the amount of $40 back to your method of payment. It was a Visa credit card that ends in 9128 and expires on 7/2015. Since you have had this bed since November, it isn't really covered, so this was being more generous that I should have been. But under the circumstances, I understood your misfortune and hope we can rectify it this way.

Please let me know if there is anything else I can do for you with this or any other issue. Visit us again soon for great savings on our name-brand products.

Sincerely,

Jeanett S.
Customer Care
Overstock.com