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Overstock.com Shipment not received, dates keep changing, no one will be honest. Salt Lake City Utah
I ordered a copy of Faith Hill, Fireflies on October 20th. I received a notice that it had shipped on October 21st. It has not been received. Attached is a copy of the chat I just had with Overstock after three phone calls with them on the same matter:
Welcome to Overstock.com's Customer Service Live Chat! You will be joined with a chat representative as quickly as possible. (Less than 2 minutes)
Welcome to Overstock.com Customer Service, you are now chatting with Cady.
Cady: Thanks for visiting Overstock.com, my name is Cady, how can I help you?
you: Hi Cady. I ordered a gift on October 20th, it shipped on the 21st and it still hasn't been delivered
you: order number 32065877
Cady: I am sorry to hear that the gift you ordered has not been delivered yet.
Cady: However, I will be glad to check that for you.
Cady: To help you better, may I have your order/invoice number or the email address registered with Overstock.com?
you: I'm very upset about it, and when I called, they were very rude and wouldn't help me. I called on Wednesday, and they said that I had to wait. I put the order number above, but here it is again: 32065877
Cady: Thank you for the order number.
Cady: For security purposes, may I please have the full name and the billing address?
you: Patricia Mansker, 310 S Webster, Junction City, Ks. 66441
Cady: Thank you for the verification.
Cady: Are you referring to 'Faith Hill - Fireflies'?
you: yes
Cady: Thank you for the confirmation.
Cady: I see that you order was shipped on 10/21/2006 .
you: yes, and it went to USPS on the 25th and apparently dropped off of the face of the earth
Cady: I apologize for the trouble you are facing with your item.
Cady: What best I can do for you is, I will set up a trace for the item, so that you issue is resolved.
you: can you resend the item, or do I have to wait for the trace to complete?
Cady: I am sorry for the miscommunication with you.
Cady: I see that your item is within the delivery time frame.
you: What do you mean within the delivery time frame? It's been over 15 days
Cady: Usually, it takes 1 to 4 business days for the items to leave our warehouse, and 2-15 business days to deliver it to your address from the ship date.
you: and it's been 15 days from the ship date
Cady: You shouldreceive the item within 11/13/2006.
Cady: *You should receive the item within 11/13/2006.
Cady:
Cady: I would request you to wait till the delivery time frame.
you: I have been told three times three different dates. What the heck is going on? First I was told thursday, then friday, now next Monday? What happens then, I get told to wait longer?
you: I would like a supervisor please
Cady: I am sorry for the miscommunication.
Cady: As it is a media item it will take 2-15 business days for the item to be delivered to the shipping address.
you: it has been 15 days, and it has not been delivered. It shipped on the 21st, and it has been 15 days from that date.
Cady: Business days does not include the Saturday, Sunday and the holidays.
you: If you count, there have been 15 days since it shipped, three full weeks counting only m-f.
Cady: I see that 11/10/2006 is holiday, so the delivery time frame ends at 11/13/2006.
you: this is not a holiday, mail was delivered today. The holiday is Monday
Cady: I would request you to wait till 11/13/2006 as we will not be able set up trace with the carrier before this date.
you: May I please speak to a supervisor?
Cady: Please be on hold , while I transfer the chat to the supervisor.
you: thank you
Maurice: Hi Patricia. My name is Maurice, the Supervisor.
Maurice: I'm sorry to keep you waiting.
you: maurice, I am very upset with Overstock. It has been 15 days, the order has NOT been delivered, and yet I have been told to wait AGAIN to institute a trace. What is going on here.
Maurice: I can understand your disappointment. Please give me a moment, so that I can review your chat conversation with our representative, Cady.
Maurice: Thank you for staying online.
Maurice: After further review of your chat conversation, I understand that you've reason to be concerned with the shipment of your recent order for the 'Faith Hill - Fireflies'.
you: yes, and I need it resent and a trace started. It has been 15 days
Maurice: I located your Overstock.com account on our system and I see that you've placed this order on 10-20-2006.
Maurice: This order has been shipped and is currently in transit to your address.
you: it has been 15 business days since it shipped, and it has not been received. If you count the days, today is the 15th day. Mail was delivered today, it will not be delivered on Monday. I would like it reshipped and a trace started
Maurice: You should be receiving this product on or before 11-13-2006.
Maurice: Well, it takes 15 business days not 15 days. Weekends and holidays are not considered as business days.
you: again, it has been 15 business days. Count them.
Maurice: Let me explain that to you in a little more detail.
Maurice: The order was placed on 10-20-2006, that is on Friday.
you: what detail? It has been exactly 15 BUSINESS DAYS. That is your rule. . first I was told it would be Thursday, then Friday, and now MONDAY > When are you people going to admit it has been lost and needs to be replaced?
Maurice: I'm really sorry for the confusion, Patricia. Please give me a moment, I'll provide the clear information.
you: it shipped on a saturday, I understand that. I am only counting Monday through FRIDAY. Your rules. Yet I am still being told that it is wrong.
Maurice: The order got shipped on 10-23-2006 (Monday), so from Monday to Friday (10-27-2006) it's 5 business days.
you: so why does it say it shipped on the 21st on your website and in emails you have sent to me?
Maurice: That was the date the order was sent to our warehouse for shipment, the order actually got picked up by the carrier (UPS MI) on 10-23-2006.
you: so your emails were lying? It really didn't ship when you said?
Maurice: We do not ship products on weekend. It usually takes 1 - 4 business days to be shipped, once the order is placed.
you: but the email I recieved and your WEBSITE state it was shipped on the 21st. WHY would you state this, and why have I been told different dates?
Maurice: I apologize for the inconvenience caused by mentioning the ship date wrongly in the email.
you: and on your website. How do I get in touch with upper management at your company? I am VERY upset that I keep getting told different things, and no one seems to want to help.
Maurice: I can certainly understand your disappointment and to be honest I'd have felt the same. Please provide us a chance to demonstrate our commitment towards providing customer better customer service.
you: your commitment seems to be telling me to call back, as that is all I'm hearing
Maurice: I do see that the date shows the product has been shipped on 10-21-2006, according to that date you should be receiving the product by 11-17-2006.
you: ANOTHER DATE? The 17th will be 20 days!! What the heck is going on?
Maurice: Since the products are shipped only on business days, I'm requesting you to wait till Monday.
you: No. I want it reshipped and an explanation NOW
Maurice: I'm really sorry. I entered the wrong date.
you: I want this taken care of NOW. Not MONDAY, NOW
Maurice: The product should be delivered on or before 11-17-2006.
Maurice: *11-13-2006.
you: again with the 17th? Is there a higher up there, this is getting ridiculus.
you: What is the name of the VP of Customer Service for Overstock.
Maurice: I'm really sorry for the confusion. It is 11/13/2006 and not 11/17/2006.
you: What is the name of the VP of Customer Service for Overstock.
you: Is it still Tad Martin?
Maurice: Well, you can contact 'Amy Ridenour' at 801.947.3274.
you: Who is she, and what is her title
Maurice: She's our Customer Service Department Supervisor and she'll be available Monday thru Friday 10 am - 4:45 pm Saturday 10 am - 3pm MST.
you: I thought you were the supervisor?
Maurice: I'm also the Supervisor and Amy Ridenour will be my Supervisor (upper management).
you: Fine. I am also posting a complaing on Ripoffreports.com, Complaints.com, and Mythreecents.com. I will contact Amy, and will call your Corporate office on Monday. I have copied and pasted this chat and will make sure they receive a copy.
This is ridiculous. Overstock cannot verify where the product is, but they keep changing the dates when they say it "Should" be delivered. Ripped off and angry
Patricia
Junction City, Kansas
U.S.A.