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1 Review by Cassandra

Overstock.com

Overstock.com

5/21/18
• Updated review

Thankfully, I finally talked to a gentleman in their customer service department who was actually helpful. I got a notification that the mattress had shipped and I was really frustrated. I called one more time and got a really helpful guy who said they couldn't reroute the truck until UPS verified the tracking number which hadn't happened yet. He promised that he would personally watch my account for an update and would send the reroute request to the truck as soon as possible.

A day or two later, the reroute notice appeared on my tracking information and a few days after that, I received an email that my refund was being processed. I'm glad I finally got the result I was looking for, but it took WAY too much time, effort, and persistence to get there. I don't like getting sassy with customer service people, but sometimes that's the only way to get to the proper solution.

“Terrible Customer Service”
5/21/18
• Previous review

I ordered a mattress for my new apartment. It matters when it arrives because my parents are coming into town and will need a place to sleep when they are here. When I placed the order, it said "Standard Shipping" with no exact window of time specified. Normally standard shipping is 3-5 days which would have been fine. Not long later, I received an email stating that my mattress would arrive in 7 business days, which doesn't work because my parents will have left by then.

It hadn't even been an hour since I placed the order, so I figured cancelling it wouldn't be an issue. I WAS WRONG. They told me that my order had already been accepted by the warehouse, so there was nothing they could do to cancel it.

I talked to 3 different people who all parroted the same answer, so I finally asked for a supervisor. I now was told they could reroute the truck back to the warehouse and issue me a refund, which I was glad to hear.

However, I was also told I should expect to hear from them in 1-2 business days about my complaint and I have yet to hear a single thing. I have gotten order updates which is making me nervous that they will not handle this in time.

I was also told if the mattress gets delivered, I am responsible for the return shipping which is not happening. I am so beyond dissatisfied with their customer service. What company doesn't allow a customer to cancel an order they placed less than an hour ago??

I'm never buying anything from them again and neither should you!

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