Michelle W.

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!