• Overstock.com

2020 CUSTOMER CHOICE AWARD

Overstock.com

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Overview

Overstock.com has a rating of 3.17 stars from 1,755 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with Overstock.com most frequently mention free shipping, great deals, and several items. Overstock.com ranks 10th among Wholesale sites.

  • Service
    185
  • Value
    167
  • Shipping
    174
  • Returns
    146
  • Quality
    150
Positive reviews (last 12 months): 9.7%
Positive
3
Neutral
1
Negative
27
121
See all photos

What reviewers want you to know

Positive highlights

Critical highlights

  • DO NOT GIVE YOUR CREDIT CARD INFO unless you want to be overcharged for cheap merchandise.
  • Everything about their return policy is highly questionable.
  • Their customer service beyond sucks and they told me that it is an issue between me and the oversize delivery company.
How would you rate Overstock.com?
Top Positive Review

“Nice product”

Henry L.
5/21/23

I purchased the teak outdoor dining chair; very easy to assemble; on time delivery; good value. I highly recommend this product and give it an A-1 rating.

Top Critical Review

“Failure!”

Jason G.
9/26/23

4 weeks, no delivery. Customer service does not fulfill their commitment to correct the issue. I am filing fraud with my card issuer. No item delivered and $2200 removed from my account!

Reviews (1,755)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (328) credit card (55) return policy (42) delivery company (12) customer care (14)
Thumbnail of user nathank162
2 reviews
13 helpful votes
August 9th, 2020
• Updated review

Since I did eventually get this order, I would like to add an update with the rest of the story:

A few days after leaving the first review, I received a call and subsequent email from Overstock Representative Mary M (Escalations Specialist). She was very polite and explained that I shouldn't have received the email about paying for the return. She had already sent the delivery person an email to request status, and would call them if they didn't respond in 1 day. She did call them, and the next day, I was issued a delivery date.

A couple days later, the delivery arrived. I went out to meet the driver, but when the truck was opened, the package was extremely damaged, and through a gap in the packaging, I could see large cracks in the table inside. The driver also noticed this, and recommended that I reject the item, send it back, and get a refund. From his lack of surprise, I assume he knew it was damaged, but needed my personal rejection signature for some company policy reason.

I contacted Mary about this the same day, and she said that they would normally be able to refund or replace, but since that was the last item in stock, they could only refund. When I agreed to the refund, it was done very quickly. However, when she called the next day to tell me the refund had been completed, she mentioned a new shipment had come in, and I could choose to order the item again, if I wanted. She would give me a 15% off certificate for this order. I agreed to this.

A month later, a few days after the initial delivery estimate, I did receive my order successfully, and in good conditrion. I am very happy with it.

Summary:
- I'm increasing from 1 to 2 stars due to Mary's stellar customer service and resolution.
- Even though the customer service reps say they "escalate" your claim, it's very difficult to actually speak to the people they're supposedly "escalating" your claim to
- Overstock does a very bad job communicating with their delivery service
- The delivery service has an awful "auto-call" delivery scheduling system, which caused me to miss at least two delivery attempts

Order never arrived, no update
July 4th, 2020
• Previous review

Order never arrived. Over the course of a month and a half, I periodically contacted customer support who would tell me that someone would contact me in the next 24 to 48 hours. Nobody ever contacted by phone or email. At least, they never left a message.

As it was an oversized item, they said they were unable to get the tracking information, as that is done by an external company. This is ridiculous. They should be able to get the tracking information from a company partnering with them.

I mentioned to one representative that if I didn't hear back soon, I would like to return the item. A couple days later, I received an email stating that my order was being returned and since it was an oversized item, I was responsible for the shipping costs.

Just tonight I talked to another representative who again informed me that I would be contacted in 24 to 48 hours.

Thumbnail of user sherroff
2 reviews
4 helpful votes
March 17th, 2020

I was looking for a particular style of clothing, and upon research they linked me to several. I finally ordered 3 pieces. Two of the pieces were ridiculous. I wanted long pants, I got capris. What? I look again, and yes, the image I ordered were NOT capris. I look freaking awful in capris. Which is why I don't *%^&*() order capris. So I send a message "Hey I want long pants not capris." The response? Okay, well upload pictures of what you got versus what you ordered. Oh jesus christ, okay. I managed to figure out how to do that, and sent it off. It was ignored. I sent another email, got another "Send us the uploaded picture, etc." So I did. NOTHING. No refund, no response. FINALLY three weeks in, I get a vague "Okay so send us the bad ones." I did, but trust me when I say I was a bit worried.

Work, life, etc, Hey! Where's my refund! "Oh, hey, we're still researching." Excuse me? It's been a month and a half of emails and uploads. FINALLY Mysterious Worker was "We're still researching, and we received your return, but I'll go ahead and refund you even though blah blah blah."

Nope. I'm used to companies that DON'T make you jump through hoops and let you know immediately if they're sold out of what you ordered.

Thumbnail of user robl298
20 reviews
29 helpful votes
June 9th, 2023
Verified purchase

They're mostly good but one thing prevents them from being a 4 or 5 stars company, their return policy.

I bought a chair, it arrived and was total trash, had a yellow stain on on the white center, legs were uneven, just garbage but on top of that, I get banged out for $22 to return it.

With the risk of an online purchase not meeting expectations,I won't be buying anything again from Overstock if I'm on the hook for shipping costs.

Tip for consumers:
Return policy is terrible, I go charged to return a defective chair.

Products used:
Chair

Value
Shipping
Returns
Quality
Thumbnail of user marks3006
1 review
0 helpful votes
September 29th, 2020

I purchased a Sheesham coffee table from overstock. It arrived in destination city 5 days before it was delivered. Delivery guy mishandled box. 2'x5'x2' and 112 lbs. had it on a 2wheeled cart on its end & flipped it end over end twice to get up on porch & thru my door. You could hear pieces inside box tumbling. Top of table had 12 in crack at corner. It had 6 slideout drawers that were completely inside & not flush with face of table. Extreme damage to rails that drawers slide on. Backstop piece keeps drawers from sliding into unit was broken hence they were inside tossing & turning with each flip of the box. Then it's taking a week to be picked back up by same delivery service that broke it. EFW. They got paid to deliver it & will get paid againTo pick it up after they broke it Table was nowhere near packaged correctly. Drawers were not secured. Minimal styrofoam was used. A 4 inch piece on each corner and a couple l shaped pieces in between. A thin sheet wrapped around it. When I opened box, corner pieces were ‘floating' on top of table leaving no protection at all on corners. Over all a terrible experience. I will say that Katie, the lady(CSR) From Overstock I dealt with was very professional & stayed in contact with me during this process of returning this table. It does look nice in the picture. And actually looked nice on the outside except for the crack. Drawers and internal workings were kinda chincy for a $700 coffee table.

Thumbnail of user davidw2699
2 reviews
0 helpful votes
February 16th, 2022
Verified purchase

Bought 8 curtain panels. Seven (7) were the right size and one (1) was not. All were packaged with the same item number so the problem was at the China factory. Did a chat with Overstock, told them it was not their fault, it was packaged wrong. Problem, overstock should have just SENT ME the correct panel. INSTEAD they created a whole return process that would take my time, two delivery times and their warehouse personnel working twice. Where is their logic? Who knows, sticking with Amazon.

Service
Value
Shipping
Returns
Quality
Thumbnail of user ginac378
1 review
2 helpful votes
May 5th, 2021

Ordered a sofa, received wrong sofa (accidentally?). Was never told that it was out-of-stock. Took me 3+ weeks of many emails, phone calls to get them to pick it up for the return. I will never buy anything from them again.

Tip for consumers:
If interested in buying furniture, Overstock's website offers minimum info. about the item & few or one picture. Then they may switch items, and send you something else. Not recommended.

Products used:
None, returned what was sent.

Service
Value
Shipping
Returns
Thumbnail of user phyllisb341
1 review
2 helpful votes
May 19th, 2021

I ordered a product that was supposed to be here a few days ago. Haven't gotten it yet but I saw this morning that the same product had gone on sale for about $35.00 less than I had paid for it. They said they would not adjust pricing and I could not return it. Last purchase for me with this company.

Thumbnail of user rahuls407
1 review
1 helpful vote
July 4th, 2022
Verified purchase

I ordered a sofa and matching chair, tables. When the sofa did not get delivered after 10-15 days; I contacted the customer care, and they mentioned that the item ordered was out of stock and it hasn't been shipped yet. They never even tried to intimate me about the out of stock concern, in fact they mentioned that the item was in stock at the time of purchase. The sad thing is that they still charged my credit card.

Thumbnail of user caryr20
1 review
2 helpful votes
June 8th, 2018

I bought a rug that was very nice, no issues with delivery, but the price dropped by $108 (more than 20%) the day after it was delivered and they won't do anything to accommodate, which most decent stores do. Also they do not pay for returns. Makes me feel bad for giving them my business and trust.

Thumbnail of user yd21
1 review
0 helpful votes
February 13th, 2023

I bought 3 rugs costing $121.00 to return without having paid $20 for a year of free shipping, "O" plan cost $126.00. WHAT? And the customer service rep confirmed it. The catch is if you purchase the "O" plan, you get free shipping but you dont get your money back, it will only be a store credit so you are locked in. Being a first time customer online, this was a shock and I will never purchase from them again. I will see how much it will cost me to ship myself. I will probably have to come out of my pocket more, like purchase insurance and receipt of delivery acceptance for extract proof that they received the rugs I never used.

Tip for consumers:
That if you were not interested in being a repeated customer, gove better options for returns rather than lock in to a subscription or for prepay not be a fee larger than the amount you paid for the merchandise. to me that is a scam

Thumbnail of user barryk56
1 review
4 helpful votes
September 5th, 2018

I bought a table from Overstock for $348 and a few weeks later its on sale for $288. The first person said they wouldn't refund the difference after a certain amount of time but it took 5 weeks to order it and I've only had it two weeks. The second person said they don't refund the difference at all. The table is also made with really soft wood. I wrote on a piece of paper and it completely transferred to make indents of the words.

Thumbnail of user cherec5
1 review
0 helpful votes
November 26th, 2022

2 chat agents disconnected my CS chat when they couldn't find the answer to resolve my issue. I guess they no longer want to be bothered so cut the chat before it was done. When customer service suffers so do customers: (

Tip for consumers:
Customer service on the weekends or holidays seems to be handled by a less than knowledgeable team. Best to reach out during regular business hours if you want to get up to par customer service.

Products used:
Kraus faucet

Service
Thumbnail of user trevorh296
2 reviews
2 helpful votes
November 3rd, 2022

The sectional I purchased arrived with the tear in the back that looks like it was stabbed with the fork from a lift truck. I sent a message to customer service and it said that I would receive a response within a day, but I have yet to hear back. I also left a review for the product and they denied that as well.

Thumbnail of user jayh732
1 review
1 helpful vote
July 17th, 2021

DO NOT buy items they note from vendors and not from them, the answer to any customer support issue is to "pound sand". Item came not with dimensions advertised and even though I knew I had to pay return shipping they did not even offer their corporate rate so UPS etc nearly as much as the item so what's the use. Buy and bye seems to be their attitude. Done with them.

Tip for consumers:
NEVER buy from their third party vendors, zero support. And they did not even seem sorry about it.

Products used:
Chairs, refused the return when item did not fit and refused to help in any way.

Service
Value
Shipping
Returns
Quality
Thumbnail of user edwardz23
1 review
5 helpful votes
February 25th, 2019

Have some good products at competitive prices. However, their return policy is awful. We recently purchased a $33 area rug. The color was not consistent with what was on the site and the product quality was very poor. We called to return it and were told we'd have to pay $19 return shipping - 57% of the cost of the product. I've shopped at Zappos and Amazon for ages and never had to pay for return shipping under the same circumstances. I spent far too long on the chat with the customer service rep. Finally, they agreed to pay for the return shipping on a "one time only" basis. Yes, it will be one time only because we'll not shop there again...

Thumbnail of user alexk105
5 reviews
3 helpful votes
February 10th, 2017

I placed on order on Overstock.com for a friend's birthday and had to try four different times to get them to actually accept my credit card that I use every day without issues. Finally, they accepted my order and said the gift was on its way... until two days later, I got a random email saying "Your order is cancelled". They offered no way to response, no way to help... just a cancelled order after I had expected that my friend's gift was on its way. Not very good service.

Thumbnail of user shays35
1 review
8 helpful votes
December 15th, 2018

I specifically chose this set because it included white glove delivery. When I had not received a call to schedule the delivery (after two weeks), I checked the tracking information on Friday, 12/14/18. The tracking data stated that the delivery was scheduled on 12/10/18 (not true). I was contacted. I have been out of town for several weeks. I returned on Saturday, 12/15/18 to find that the new set had been delivered on 12/10. It was delivered without the delivery company obtaining my agreement with the delivery date. The dining set is packaged in large boxes that take up more than one-third of my living space. I called Overstock.com for a solution. I was told that my inquiry would be sent to their freight/overweight delivery dept. and that I should hear from someone (no name provided) by the end of the day of Monday. The rep told me that there was nothing else that she could do. I have ordered several items of large furniture from Overstock.Com and have never had this kind of experience without receiving immediate relief - providing the service expected or compensation for the trouble caused by being mishandled. I am so disappointed that customer service did not work harder to remedy the situation. I don't what's going to happen but I know I will be hesitant to order furniture from Overstock.com, again. I have attached photos to show how this delivery is adversely impacting me. I am not able to use my living area. The leather sofa and chairs pictured were also purchased at Overstock.Com; and the pictures on the wall. I'm a very loyal and long-time customer. I intend to donate my current dining set to Habitat for Humanity and was waiting to schedule the delivery date for my new dining set before scheduling a pick up of my donation. Now, I have two dining sets; one in boxes and one that is boxed-in. I expected better. Based on this experience I would give Overstock less than a star but because of past satisfactory purchases and customer service, I give them 2 stars pending outcome of this issue. I will update.

Thumbnail of user westyw1
4 reviews
10 helpful votes
October 27th, 2022
Verified purchase

I've purchased a few items from Overstock, and I was usually satisfied, despite the downside of buying things that are not assembled.

First, be aware that you a not buying furniture or decor items, you are buying a DIY kit. Even a lamp must be put together (run the wires through it yourself).

Most recently, I ordered a bench that arrived as a pile of confusing pieces. Instead of step by step instructions, I got a single page sketch of all the parts. I'm not an engineer, so I need some actual help. I found the manufacturer's website & emailed their customer support, but never got a response. Since it was obvious I couldn't possibly use an unbuildable bench, I returned it. Overstock charged me $59 to return a $116 item.

What a rip-off!

From now on, it's Amazon and Wayfair for me.

Tip for consumers:
Read the return policy very carefully. Search for similar items on Amazon.

Products used:
Lamp. clock

Service
Value
Shipping
Returns
Thumbnail of user eval75
69 reviews
98 helpful votes
June 25th, 2019

I usually do a search when there is something I want to buy and Overstock tends to be more expensive along with other sites. I think there has only been 2 items that I have purchased here that I got a better deal on but most of the time not.

Thumbnail of user paulav191
1 review
0 helpful votes
August 9th, 2022

I ordered a Seagrass rug. It had loose fibers which I would have had to glue to stop them from unraveling more. I had to get a neighbor to help roll it back up& package again. A difficult task, for sure.
They subtracted $70. From my refund.
I won't be shopping Overstock again.

Thumbnail of user mikeb431
2 reviews
5 helpful votes
October 20th, 2017

These guys are out of the 19th century! They make returns murder. Unless the item is defective, you have to pay return shipping AND a restocking fee, though I've found that their online descriptions are often inadequate or confusing, so that you are liable to receive an item that is not what you expected. Won't shop there again.

Thumbnail of user matthewb127
5 reviews
3 helpful votes
February 27th, 2017

Would have given them 1 star - but since they are from Utah I have a little homerism in me still. Just like amazon - claim they are selling a specific product, you order and it turns out it's imported crap that you could have gotten for cheaper directly from the chinese counter part.

Thumbnail of user ginal305
5 reviews
2 helpful votes
October 4th, 2020

I recently bought some living room furniture, and the first time shopping here. The product images look nice but when I received, I found some defect here and there. It was quite disappointing:(

Overall shipping on time, and price is very good. I like the wide selection of the style and price.

Will I recommend this website to others? I am not so sure.

Thumbnail of user bertrandh11
16 reviews
57 helpful votes
October 22nd, 2021

Navigating the Overstock website is frustrating as the webmaster and anyone else involved in designing it, has crowded so much information on the pages that unless you know exactly what you're doing, you will probably have questions about the products. I would be very wary of the consumer REVIEWS on the website since Overstock.com keeps pushing buyers to leave reviews of products and reviews of the site in general since you get added discounts for reviews--the more reviews the better the discounts, but it's fairly apparent the reviews had better be four or five stars. Just to experiment I looked up comforters for $30 or less since comforters that cheap have been poorly made from my experience. All reviews were 4 or 5 stars! As a comparison, I looked at the site of one of Overstock's competitors, and there were plenty of 3 star reviews and even a couple of 2 star reviews for furniture/furnishings. Most likely, people are leaving better reviews on overstock to get discounts for future purchases. The site I used as a comparison didn't mention any such offer. I ordered an item, which was advertised as 'easy to assemble.' It wasn't! Besides that, the item--which I needed quickly--had a delivery date but the delivery was two days late, and too late for my being able to use the item. As it turned out, to return the item required a $60.00 (sixty dollar) return fee which was hardly worth it given that was 50% of the purchase price. Now, if the website provided easy links to return policies, I wouldn't be that upset, but to find the policies requires searching through lots of menus. I've been using computers for 30 years, and it was hard for me to find their policy. Regarding customer service, I spoke to someone that clearly did not understand a simple inquiry I had. I spent 30 minutes on the phone with the person, and while the person (I'm trying to be gender neutral) acted as though I had communicated clearly, it became apparent later on that the person didn't. BTW, after your purchase, you'll get lots of thank you emails for your trouble, and questionnaires to fill out so they can improve their quality control. The best and smartest way to improve your shopping experience is to take your business elsewhere.

Thumbnail of user sheryls19
1 review
0 helpful votes
July 19th, 2017

Overstock used to be a great site until they inflated their prices. Many (even sale) prices are higher than you can get going directly through the vendor.

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About the business

Purchase name brands at clearance prices at Overstock.com! Buy discounted name brand Bedding, Furniture, Jewelry, Watches, Electronics, Clothing, Books, Movies, and Music for the lowest prices every day.

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