- Report: #1292469
Complaint Review: Overstock.com - Internet
-
Author Confirmed
Why?
Overstock.com
Internet, USA
Web:
www.overstock.com
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Overstock.com Online, discount retailer of many and varied goods Internet
I purchased an expensive ($460.00) highback, heavy duty, leather office chair from OVERSTOCK.COM online. When it arrived, the box only contained three pieces; the flat seat, the back of the chair, and one armrest. All of the hardware parts to put it together were missing, as was the assembly manual, the hyrdaulic post, wheelbase, wheels, one armrest, and the assembly manual. In addition, the seatback has a slash in the leather.
I contacted their customer service and had a detailed online chat with one of their representatives. The rep said she would pass the information along to the "Parts Department," and that I would be contacted within two business days.
On the second business day after my customer service encounter, a man from the OVERSTOCK.COM parts department sent me an email requesting that I send him a detailed list, by part number, of all parts missing or damaged. The email contained no information about how to contact him by phone. It was clear that the customer service department failed to pass along the most important details about my complaint. I sent back an email to him, explaining all over again, that I only received 3 parts of the chair, and that one part was damaged .... AND that one of the items missing was the parts manual; so there is no way for me to give him parts numbers.
I suggested that it makes the most sense for OVERSTOCK.COM to simply ship me a whole new chair, and to arrange for me to ship the 3 pieces of a chair I received, back to them.
I have never heard back from OVERSTOCK.COM and as best I can discern, they have done absolutely nothing whatsoever to remedy the problem.
So, I have paid for a new office chair that cost almost $500.00, and they have sent me 3 pieces of a chair! This is why I did not do business with them for several years. They had the reputation for doing this kind of thing and ripping off customers. I, mistakenly, thought they probably had improved and so took a chance. They have improved at all!
What I want from them, now, is either a new chair (sent to me very quickly) and a prepaid voucher to ship the 3 pieces back to them at a local UPS store, at their expense ..... Or, a complete refund of the money I paid.
1 Updates & Rebuttals
After filing complaint here ... Overstock.com remedied the problem
#2Author of original report
Mon, March 21, 2016
A few days AFTER I filed my complaint on this site, and doing the same under the product review section on the Overstock.com site, the company finally had someone with some good intellect phone me, and they sent me a brand new chair by two-day delivery.
The initial frustration was that Overstock made it impossible to phone the person who kept emailing me from their parts department, repeatedly insisting that I provide a detailed, part by part number, itemized list of all missing parts .... when I had made it clear that I only received 3 pieces of the chair, and one of those was damaged. I also clearly stated that I had no manual, so could not specify all of the many missing pieces and hardware!
I will give them credit for remedying the problem to my satisfaction, but it should have been MUCH easier to get the matter resolved! Only my persistence, and the filing of two publicly viewed complaints motivated them to resolve the issue.
