Janet
Cedar Rapids,#2Consumer Suggestion
Tue, November 29, 2005
Perhaps it would help you to order a copy of the (free) book titled, '2005 Consumer Action Handbook" which is put out by the U.S. General. You can order it by going to www.pueblo.gsa.gov. It is a 160 pg. book with almost every corporate consumer contact. You will learn how to write a (effective) complaint letter. Your conversation with the customer service person did you absolutely no good and only stressed you and anyone else invloved. You can't approach a situation in the manner you did and expect a positive outcome. I always try and explain to the C.S. person that I am angry and to please not take it personally. It isn't there problem. They didn't make or set the rules. You need to know this and to reiterate it to them and then begin with your problem. I felt bad for the C.S. person having to deal with such harsh conversation from you. Maybe next time, you'll deal with a situation like this in a more adult like manner. Do get this book. It would be good for everyone to have.
Stephen
Cohoes,#3Consumer Comment
Thu, September 08, 2005
Katie I have to say you are the rudest, most arrogant, impatient person I've run into on this site. First of all, several of your statements make it more than obvious that you were deliberately giving this rep a difficult time so that you could copy the discussion and paste it in a forum like this. It is incredibly clear that this discussion was premeditated and you did everything you could to make Overstock look bad because you wanted to slander them in a public forum. That's just disgusting. Secondly, the specific policies that were discussed are explicitly spelled out on Overstock's website, including all of the specifics of the membership you apparently paid for. You apparently didn't read them before signing up. And so you have no one but yourself to blame for your misunderstanding of the policy and your incorrect assumptions about what discounts you were supposed to receive. I just went to the website and went through the first several stages of signing up for the very same membership. They give all of the details, specifics on the discounts, and explain exactly what I should expect as a member. Next time READ the specifics before signing up for something, and you won't come of as such an ignorant, miserably uninformed individual when you try to talk about them. You deserve your inconvenience, and you brought it on yourself. Looks to me like you're the only one who can claim any blame in this situation. You didn't understand the specifics of the membership you bought, you got upset when what you ASSUMED about the membership was wrong, you got upset when Overstock refused to credit you for something that goes against their policy and is YOUR fault, and then you arranged an online chat so that you could attack an innocent rep as brutally and rudely as possible for the purpose of posting it in a public forum to slander the company that you are holding a grudge against. That's insane. You should be ashamed of such pitiful behavior. Seems to me Overstock is better off without customers like you.
Irving
San Diego,#4Consumer Comment
Tue, August 30, 2005
I have been on the phones for many years handling both inbound and outbound calls. This is NOT an easy job. While most people that I talk to are polite and willing to work with the CSR, there is always the exception. Apparently you are IT in this case. I work hard to satisfy customer complaints and answer whatever questions they may have. My goal is 100% satisfaction, although I realize that this is impossible. When someone fails to give me account information or other necessary details, it makes my job all but impossible. And on top of everything, the language that you used is totally inexcusable ... and I hope you realize that in hindsight. This amounts to nothing short of verbal abuse. I am very surprised that Barry put up with your abuse for as long as he did. In cases such as this, PLEASE ASK to speak to a supervisor or manager. Don't take your frustrations and hostilities out on the customer service rep. Try to remember this ... He is a person just like you that is trying to do his job to the best of his ability with what he has to work with. He is not responsible for your problem, just trying to help you find the solution. I have been know to ask the caller to call back when they have settled down and hang up. You have the choice to not deal with this company again. I have bought from Overstock.com and did not have a problem, although I find their products a bit over-priced. They are not one of my regular online stores. Thank You for reading. Good Luck to you ...
Miss
Houston,#5Consumer Comment
Mon, August 29, 2005
Okay, as an outsider, I can see how you let your frustrations get the best of you. As a former customer, I can understand all too well what would drive you to that point. Their customer service is horrible, and it's like they don't even listen to what you say. I always kept things on a polite level myself, but believe me, I seriously considered letting them have it. There was one problem after another, and what didn't take days to fix, took weeks... and they usually didn't even follow through to let me know anything had been done. I've come across far better customer service from their competitors, so I suppose the biggest statement I can make is to not let overstock have my business any more!
Russell
Newton,#6Consumer Comment
Wed, August 10, 2005
You provided the evidence right there on how this whole situation was your fault. Twice, Barry asked you for your information so he could pull up your information but you just went on complaining, yelling and cursing. I too own an online business and as Barry I would try to be patient also, but I can guarantee you he was gritting his teeth afterwards. When your dealing with something that makes you angry, slow down, take a breath then deal with it calmly. Anger will not solve or help the situation, and in most cases will make the person on the other end less willing to help you. Although I must admire Barrys patience. I think he deserves a raise.
Nicole
Sitka,#7Consumer Suggestion
Mon, June 20, 2005
I have had many of the same issues you discussed, but would NEVER have treated a service rep the way you did. Next time you talk to any company's customer service department remember a few things: 1. The person you are talking to did not create the policy. 2. Punishment for breaking policy is often being fired. So you expect him to give you $30 and get fired, how is that FAIR? 3. The service reps rarely actually work for the company that you are contacting. Usually they are in some huge call center, or in this case a web support section of a call center and work for a telemarketing company who contracted with the company you are trying to get in touch with. 4. The nicer you are, the more likely it is to go you way. 5. Don't wait for them to ask for information like that the order you are talking about is a new one, not a previous one , SUPPLY IT! Go back and read what you wrote to him. You were unbelievably rude, no matter how long he left you waiting, you need to be taught manners. If I was Barry, I wouldn't have even spoken to you, I wouldn have terminated the conversation. Please, for the sake of all who do customer service take some anger management classes and etiquette classes before you EVER talk to anyone again. Barry, and everyone else who works customer service, you have a tough job that requires you to deal with inconsiderate people all day, don't let it get you down not everyone is so rude.
Nicole
Sitka,#8Consumer Suggestion
Mon, June 20, 2005
I have had many of the same issues you discussed, but would NEVER have treated a service rep the way you did. Next time you talk to any company's customer service department remember a few things: 1. The person you are talking to did not create the policy. 2. Punishment for breaking policy is often being fired. So you expect him to give you $30 and get fired, how is that FAIR? 3. The service reps rarely actually work for the company that you are contacting. Usually they are in some huge call center, or in this case a web support section of a call center and work for a telemarketing company who contracted with the company you are trying to get in touch with. 4. The nicer you are, the more likely it is to go you way. 5. Don't wait for them to ask for information like that the order you are talking about is a new one, not a previous one , SUPPLY IT! Go back and read what you wrote to him. You were unbelievably rude, no matter how long he left you waiting, you need to be taught manners. If I was Barry, I wouldn't have even spoken to you, I wouldn have terminated the conversation. Please, for the sake of all who do customer service take some anger management classes and etiquette classes before you EVER talk to anyone again. Barry, and everyone else who works customer service, you have a tough job that requires you to deal with inconsiderate people all day, don't let it get you down not everyone is so rude.
Nicole
Sitka,#9Consumer Suggestion
Mon, June 20, 2005
I have had many of the same issues you discussed, but would NEVER have treated a service rep the way you did. Next time you talk to any company's customer service department remember a few things: 1. The person you are talking to did not create the policy. 2. Punishment for breaking policy is often being fired. So you expect him to give you $30 and get fired, how is that FAIR? 3. The service reps rarely actually work for the company that you are contacting. Usually they are in some huge call center, or in this case a web support section of a call center and work for a telemarketing company who contracted with the company you are trying to get in touch with. 4. The nicer you are, the more likely it is to go you way. 5. Don't wait for them to ask for information like that the order you are talking about is a new one, not a previous one , SUPPLY IT! Go back and read what you wrote to him. You were unbelievably rude, no matter how long he left you waiting, you need to be taught manners. If I was Barry, I wouldn't have even spoken to you, I wouldn have terminated the conversation. Please, for the sake of all who do customer service take some anger management classes and etiquette classes before you EVER talk to anyone again. Barry, and everyone else who works customer service, you have a tough job that requires you to deal with inconsiderate people all day, don't let it get you down not everyone is so rude.
Z'ella
Baltimore,#10Consumer Comment
Mon, June 20, 2005
It seems to me that you were the one that is actually rude to the Overstock.com representative, I'm sorry. But you didn't even give the Sales Rep, "Barry" a chance to deal with some of your issues--and it also seems like you are not a very patient person when making a conversation with the Rep.. I have called several reps like Barry before, and I never had a problem with them. Looks like Barry was trying to help you and be nice to you but you NEVER gave him a chance, so you really need to calm down, go back and review your conversation with Barry and think about what you have said in the conversation. Next time you are having a conversation with a representative, they wont have time to put up with customers like you like Barry did.