Overstock.com rip-off company is strictly black and white with their policies. Poor customer service. Cedar Rapids Iowa
I placed an order with this company 12/18/04. I typed where to send the order to which was different than my address as this was to be xmas gifts for the grandkids. I selected Paypal and paid. The receipt from Overstock said mailing address was my address even though I wrote my grandkids address on the order form.
Right away I contacted customer service (had to use live service because their phone was out of order) so I could get the shipping address changed. The person said no can do. I said ok, then I want to cancel the order and reorder it to the right address, same response from the person. The call ended but I was still confusd so I called again. This time the person who answered said only Paypal could change the address and to call them to correct it.
I called Paypal and waited 30 min. only to be told by paypal that they didn't understand why Overstock would say such a thing. So back to Overstock I go and reexplain for the 4th time what I needed to do. Finally this person explained their policies on Paypal that when ya pay with paypal it can only be sent to your address. I said well then modify the order simple as that. She also said no can do. I didn't want to cancel the order for God's sake. I just wanted to modify the address. I then asked her to show me on the site where the policy re Paypal was located so I could read it. She put me on hold for approx. 20 min. It must have took her that long to locate this policy! I then got to read it. She also said oh and at checkout it is spelled out.
Well, unfortunately I did not read the fine print. I have ordered from other companies using Paypal but they sent the orders to other addresses besides mine so it didn't even dawn on me this would be a problem with Overstock. I was told that I would have to send the 2 boxes back, pay for shipping and that there is a restocking fee of 4.95 per item!!! Oh and I won't get a credit to my e-bay acct. as they just don't do those kind of things. I get a store credit- woopie. From what I been reading those store credits are not user friendly.
I use the internet all the time to order from many companies. This company is by far the worse company I have never dealt with. I get the feeling that if this company does not change their horrible policies that they will not have any lasting power.It's all about the O, how about it's all about ripping people off!
Sherry
Marietta, Georgia
U.S.A.
3 Updates & Rebuttals
Sherry
Marietta,Georgia,
U.S.A.
received credit for Overstock purchase but...
#4Author of original report
Tue, January 18, 2005
Hey good idea to have the live chat actually pasted online. I received a store credit instead of a refund because of another one of the stores millions of policies disallowed refunds when paying with Paypal. I decided to order a book but the checkout did not recognise my store credit. I decided to use live chat. The first rep. was giving me a total runaround so I decided to try another rep. and start all over again. Here is the chat session-
Please wait while we find a representative to assist you...
1/17/2005 6:30 PM
You have been connected to Michael S.
Michael S: Welcome to Overstock.com, Sherry! How may I help you today?
Sherry: How do I use my credits?
Sherry: I am at checkout and they are not showing as applied.
Michael S: I will be more than happy to assist you with this issue. Please give me a moment to begin researching your issue.
Michael S: Thanks for holding. Are you orderin g any media items, such as books, movies, or music?
Sherry: a book
Michael S: The coupons will not apply to media items. I apologize for the inconvenience.
Sherry: huh?
Sherry: why not?
Sherry: I have credit
Sherry: how do I apply it to this order then?
Michael S: You will have to exclude any media items.
Sherry: why?
Sherry: where is the policy written that this credit cannot be applied to media?
Michael S: May I ask you to hold for a minute or two while I check my resources?
Sherry: sure
Sherry: U need to know the answers
Michael S: Unfortunately, our coupon offers are not available for use on orders that consist of media items only. As you know, Overstock.com is committed to offering the lowest prices on the internet -- a commitment we back up with our best price guarantee. We buy products at the absolute lowest prices and pass the savings to our customers.
One of the areas that we specifically excel in passing savings on to customers is our books, movies, music, and games category. For example, with books we price best sellers at 25% below Amazon and, on average, our entire selection is 15% below Amazon's prices.
Because of the outstanding deals we offer on our media items, we are not able to extend the coupon to cover orders that consist of media items only. We define media items as DVDs, CDs, VHS movies, books, magazines, as well as gaming accessories.
Sherry: you told me that already, where is it written on the site of such policy?
Sherry: is this a template answer that came from the site somewhere>?
Michael S: You can find this on the home page, at the bottom when you click on the link "Customer service". I apologize for any inconvenience.
Michael S: Is there anything else I can assist you with today?
Sherry: after that where do I go to see the policy?
Michael S: May I ask you to hold for a minute or two while I check my resources?
Sherry: ok
Michael S: Thank you for waiting. I apologize for the delay. I am still researching your issue, and will return to you shortly.
Sherry: ok
Michael S: Thanks for holding. I would suggest that you contact our customer service number at 1-800-843-2446. Again, I apologize for any inconvenience.
Sherry: why would I call ya
Sherry: instead?
Sherry: same people, same training
Sherry: just answer the ?
Sherry: if you can
Sherry: not answer find someone who can
Michael S: May I ask you to hold for a minute or two while I check my resources?
Sherry: ok
Sherry: oh byw, I don't have a coupon, I have store credit
Michael S: Thank you for waiting. I apologize for the delay. I am still researching your issue, and will return to you shortly.
Michael S: I searching for the policy. Please continue to hold?
Sherry Jackson: yes
Michael S: How much is the coupon?
Sherry: it's not a coupon, it's a store credit
Sherry: 76 and change
Michael S: $76.00?
Sherry: plus change
Sherry: I can't remember the total
Sherry: exact
Michael S: May I have a past or recent order number to access your account?
Sherry: hang on
Sherry: 951392
Michael S: It's a eight digit number that starts with a . I apologize.
Sherry: 13795438
Michael S: Hold please?
Sherry: yes
Michael S: My records show that you do not have a coupon.
Sherry: I what does that have to do with a store credit?
Michael S: You do not have a store credit.
Sherry: yes I do
Sherry: I was given it after I was credited for a return
Sherry: I am looking at the credit on overstock.com
Michael S: Try refreshing your screen and it should apply now.
Sherry: now how do I do that at a later date? I will still have stoere credit and do you owe me an apology?
Michael S: You will still have the store credit. I apologize for any inconvenience.
Sherry: how will I apply the store credit in the future because I will still have credit
Michael S: Order again and it will apply automatically.
Sherry: ok, but if it does not I will ask for you personally'
Sherry: and again, please do not tell a customer they are wrong when they are right
Michael S: Ok. I would love to assist.
Michael S: I didn't say you were wrong.
Sherry: investigate before ya say a customer is wrong
Sherry: it's really rotten that Overstock does not train customer service people well
Sherry: thanks for crediting the checkout
Michael S: No problem.
Michael S: Is there anything else I can assist you with today?
Sherry: you said I did not have credit
Sherry: or coupon after I already said I had such
Sherry: before you investigated
Sherry: no but please learn from your mistakes
Sherry: thanks
Michael S: I never said you didn't have a credit. I said it didn't apply to media items, but I was think you received a credit from another site. I apologize.
Sherry: huh?
Michael S: I really am sorry.
Sherry: what are you talking about?
Sherry: another site
Sherry: oh I can't be kept confused, need to go
Sherry: bye
Michael S: Thank you for contacting Overstock.com!
This was a 20-25 min session! I ordered the book. I recieved an email confirmation of order received. I decided to double check on the website to be sure but nothing was showing on my list of previous orders. It would have been listed as "order in progress. I decided to email customer service regarding the order and here is what has been going on with that-
Customer Service Can you tell me how to view this order on site? I went to order status online at Overstock.com but this particular order is not listed although my other previous orders are. Please fix this so I can be assured this order is truely being processed. Sincerely, Sherry
Their response-
Dear Sherry.
Welcome back to Overstock.com. Thank you for placing another order with us. The following item(s) are included with this order:
Dear Sherry,
Thank you for shopping with Overstock.com! We appreciate your business. I am sorry you have had reason to be concerned about our shipping your order.
Most items are guaranteed to leave our warehouse within 2 business days after you place your order. As soon as it ships, we e-mail you shipping details, including a tracking number. If you check your order status prior, you will see that the order is In Progress. I expect that your order will ship tomorrow. Please allow 5-10 business days after shipment for the item to arrive.
Sherry, Please let us know if we can be of further assistance. We hope you will visit us again soon to see our great deals on brand-name products.
Sincerely,
Gilbert G.
I wrote back and this is what I sent-
I DO NOT see anything in progress- that is why I wrote the first e-mail!
Can't anyone there give a person a straight answer? I want to see it listed as in progress so I KNOW that this order was actually recieved It should have been listed in my order status as in progress !! Where is it? Is it lost? Sincerely, Sherry
Why did I post all this? To show that Overstock.com poorly trains these poor saps who are handicapped from helping customers because of the poor training they received. I hope Overstock.com ends in the sewer!
Lisa
Milton,Florida,
U.S.A.
Nothing but problems with Overstock.com
#4Consumer Comment
Mon, January 10, 2005
Ordered $400 worth of items for a ski trip in 3 weeks. The item order page says ships within 2 days. It has been 6 days, the order status say pending, my credit card was charged 5 days ago. Called customer service phone number they said someone would get back to me in 4 days. I told them I don't have 4 days, they said they couldn't do anything about it. I asked to talk to a supervisor, they said I would have to contact someone online. I used their customer service chat feature and this is what I got:
Please wait while we find a representative to
assist you...
You have been connected to Lawrence P.
Lawrence P: Welcome to Overstock.com, Lisa! How
may I help you today?
Lisa M: placed order jan 4 credit card charged,
order status not shipped, order page said would
ship in 2 days, complained via phone absolutely NO
HELP
Lawrence P: Lisa! I will be more than happy to
assist you with your issue. Please give me a
moment to begin researching your issue. Can I have
the order number
Lisa M: order was for ski trip, i need to know
NOW if i'm going to get my stuff, phone rep said
someone MAY call in 2-4 business days
Lisa : order # and address
Lawrence P: For security purposes, would you
please verify the name and email address on your
account?
Lisa M: lisa m
Lawrence P: Thank you! Would you mind waiting one
moment please while I research your account?
Lisa M: fine
Lisa M: are you still there?
Lisa M: hellooooooooooo
Lawrence P: Thank you for holding. An escalation
was sent today to our warehouse concerning your
order. You will b contacted within four business
days
Lisa M: that's what the phone guy said, that's
too long for me to wait to know if i'm going to
get my order
Lisa M: i want to talk to someone who can help
me
Lisa M: hello
Lisa M: are you there?
Lawrence P: Thank you for holding. We do not have
contact with the warehouse by phone. You can
contact the customer service center for this
Currently experiencing network delays, one moment
please....
Currently experiencing network delays, one moment
please....
Network connection re-established.
Currently experiencing network delays, one moment
please....
Currently experiencing network delays, one moment
please....
Lisa M: i contacted customer service by phone
Network connection re-established.
Lisa M: they told me the same thing you did
Lawrence P: Hello
Lisa M: are you there? it is now 3:43
Lisa M: hello
Lisa M: i need more help with this
Lawrence P: Thank you for holding. We do not have
the ability to talk to the warehouse. We can only
send the information to them to respond to our
request
Lisa M: i need to find out when this order will
be shipped
Lisa M: the order page said within 2 business
days
Lisa it has been 6, i need more help who can
i talk to
Lisa M: hello? where are you, i need more help
than i have received i need an answer in less than
4 days, i believe asking me to wait 4 days is
unreasonable, who can i talk to about this?
Lawrence P has left the session.
Your agent is experiencing technical difficulties.
Please stand by while we re-establish contact or
find a new agent...
Please wait while we find an agent from the
Shipping Information department to assist you.
At this point i was disconnected i tried again but couldn't copy and paste the previous conversation into the chat box, the agent said everything that could be done has been done and someone would contact me in 4 days. I have SERIOUS doubts I will hear from anyone or receive my items before my trip.
I will NEVER deal with these people (if that's what you call them) again
Dayle
Arvada,Colorado,
U.S.A.
Actually, they are in the right.
#4Consumer Suggestion
Fri, December 31, 2004
Many companies have this policy. Why? To make sure that someone hasn't hacked into your PayPal account and is stealing your money! I would be wary of any company allowing you to pay with PayPal and letting you ship to an "unconfirmed" address. Every transaction I've ever done where PayPal was accepted says very clearly "will ONLY ship to confirmed addresses".
I'd rather be inconvenienced in the way of having to ship out the package after I got it than worry about anyone getting into my PayPal account and running up fraudulent charges!