Rex
SPRING LK PARK,#2Author of original report
Sun, January 16, 2005
In December I wrote a report titled: Overstock.com AKA Damark baits & switches a product, foot drags return just like pulling teeth, costs customer many hours and $ to correct Stanford Connecticut It was very difficult. The issue took almost 3 months to resolve. I sent a billing complaint to my credit card company, made dozens of e mails, and filed about 50 PDF files in 9 computer file folders that recorded everything. I learned a lot about the company. No single customer service rep deals with your issue. There is no carry through by one person, and every service rep has a different opinion. It is easy to set up separate parallel investigations. Overstock's computers are not good at sharing customer file information. Overstock's ability to resolve customer complaints is very rigid. Service reps cannot make decisions or policy variances. Management did not properly prepare customer service for the surge in orders caused by the recent advertising campaign. Management scripted their customer service reps to obscure the truth about why the policies exist and why they can't do anything. The favorite is to blame the policy on an outside subcontractor. I don't think there are any systematic policies to rip off customers. Overstock customer service is just disorganized and mostly ineffective despite the best efforts of it's employees. To Overstocks credit, the issue is now resolved and my money has been returned.