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I ordered an item 4/22/16 in anticipation of Mother's Day as I purchased a gift. I could have ordered from other sites but opted for Overstock for free shipping. The item shows as delivered on 4/29/16 in WASHINGTON State. I live in FLORIDA. I even went as far as to review my order details to ensure I entered the proper shipping address (I did).
I know that it's likely not the fault of Overstock for an incorrect delivery however, when I contacted Overstock Customer Service they advised they'd request a "trace" via UPS to locate the package and it could take 1-4 business days. It would then take another 1-2 business days to prepare the new item for shipment and another 5-7 business days to be delivered. Clearly, I will not receive the item in time and I'm unable to cancel the order to purchase elsewhere.
The rep was unwilling to assist in trying to get the item to me in time for Mother's Day. I should have opted to purchase elsewhere and paid shipping. UGH.
I placed an order 11/21/15 for a $1,600 handbag. The handbag arrived defective and as BTR was unable to "replace" the item, I was refunded and when the item popped back up on their site, I re-purchased it. I just received the 2nd package and immediately questioned it's authenticity. As such, I referred the item to a reputable authentication service and have since been advised the item is a replica. Not only is it unlawful to sell counterfeit items, these items are being sold as "authentic" and misleading customers into buying counterfeit items for thousands of dollars. I am waiting to hear from BTR hoping they are quick to resolve this issue but can say that I will never again order from them and will encourage others to do the same.
I have received a response from BTR offering a site credit. A credit is of no value to me as I will not make any future purchases after being sold a counterfeit item. While their standard response states they check into all their suppliers and vendors and sell only authentic items, I cannot help but wonder what QA process is in place to validate the authenticity of these items before they are shipped to consumers. The item I received is a blatant fake. To sell counterfeit items and then refusing to issue a refund when I have provided a statement of authenticity (or in this case, lack of), is poor business practice. BUYERS BEWARE.
Additionally, I would like to add that the T&C of BTR Policy (found here: http://www.beyondtherack.com/info/terms/US/simple) indicates "within ten (10) days of delivery in the case of Faulty Goods (other than damage that is or should have been apparent upon delivery, which is subject to the three-day notification period set out in Section 5.5). Upon the Seller's confirmation that the Good is Faulty, the Seller will refund the Purchase Price as per the original payment method(s)." ---- it is my assumption that a counterfeit product is considered to be faulty and misrepresented and as listed in the T&C, should be refunded to original method of payment.
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