Overstock.com Customer Service Issues

Order Number: [redacted]67 I received the rug, but it is not the color I ordered. I paid extra for express delivery as I needed it urgently. I've reached out via email multiple times with little help. I am seeking a full refund and reimbursement for the postage due to the mistake being from the company's end. It's frustrating that my emails are going unanswered, and online chat is unhelpful. As I am leaving in a few days, I won't be able to receive a replacement even if sent. I expect a prompt resolution before my departure. I am willing to return the incorrect rug at the company's expense if they provide assistance. If not, I may have to consider legal options.

I purchased a queen headboard that I believed was from Sears. However, upon receiving the box, it was in terrible condition. Assembly was difficult as the holes did not align with the pegs, and there were areas with paint bubbling and being painted over. Disappointed, I opted to buy a headboard from a local furniture store. After multiple unsuccessful attempts to obtain a return shipping label from Sears via phone calls, I still do not have one. I suspect delays are intentional. I have meticulously documented everything and this is my final attempt to resolve this. I will return the headboard to Sears if this is not handled promptly. - Jeanne Broadway

I had a frustrating experience with your website. The search function is unreliable. When searching for specific items like glass bead weighted blankets, the results were inaccurate and some items required adding to the cart to see the price, which is tedious. When looking for crystal chandeliers, the limited choices expanded only after indicating I hadn't found what I wanted. The site offers very few clearance items considering its size. The 'help' icon led to a blank page despite multiple attempts. It was disappointing and time-consuming. The lack of support was evident. I provided my email for feedback, but my expectations for a response are low.

Hello, my name is Cristen Dorsey. I need to dispute a $19.95 transaction on my Mastercard bill with Transaction number [redacted]. I want to know why this charge from Overstock.com appeared when I haven't shopped there in many years due to past bad experiences. Although I check my transactions over the phone twice daily, I never saw this charge until now. I suspect credit card fraud and feel violated. I did not order anything and did not receive any items from Overstock.com this month. The way this charge has surfaced after so long seems suspicious to me. I would appreciate a refund for this unauthorized charge as I no longer do business with Overstock.com. The transaction date is August 7, [redacted], and the charge is listed as OVR Overstock.com. I find it odd that this charge didn't show up during my daily phone checks of my recent and total monthly transactions. Please contact me as soon as possible to further discuss this matter.

Hello, my name is Crsten Dorsey. I am reaching out regarding a charge on my Mastercard bill from Overstock.com this month. There seems to be a transaction, which I did not make, being charged to me for $19.95 on August 7, [redacted], with a transaction number of [redacted]. I have not ordered from Overstock.com recently and do not understand this charge. I would like to dispute this charge and request more information about the alleged purchase, including how it was made (online or over the phone), the email address associated, shipping details, etc. I am a loyal Amazon.com customer and have had negative experiences with Overstock.com's customer service in the past. I hope to resolve this matter promptly and speak with a representative about this issue. Thank you.

I am incredibly grateful for the assistance I received tonight from a wonderful customer service representative at overstock.com. I can't stop thinking about the exceptional service she provided. She truly deserves more recognition for her dedication. I called to address the return of a damaged replacement plaid accent chair I received on 10-15-[redacted]. The customer care representative I spoke with was outstanding and provided unparalleled support. I would like to know her name so I can share my exceptional experience with overstock management. I am determined to ensure her efforts are acknowledged. My order number is [redacted]29, and I am Nicholas M. from Cedar Springs, MI.

Issue: Attempted order cancellation for Order #[redacted]78 by Bruce M. Resolution: Request to cancel the order because it was placed incorrectly. Response: Hello Bruce, We regret to inform you that we were unable to halt the shipment of the Safavieh Arizona Shag Southwestern Ivory/Beige Rug - 5' x 8' ASG743A-5 from your recent order. Our aim is to deliver your orders swiftly, making it challenging to cancel once it reaches the processing stage at the warehouse. We strive to ensure timely delivery of our products. If you decide not to keep the item upon delivery, feel free to initiate a return on My Account or contact us at 1-[redacted]. We are here to help with the return process. Wishing you a pleasant day ahead. Best regards, Overstock Customer Care

I placed an order for a bench on Overstock through eBay. After submitting the order, I realized I picked the wrong color. I contacted Overstock immediately to cancel the order before it was processed or shipped. Unfortunately, they refused to cancel it. I had to involve eBay to intervene on my behalf to cancel it in time. Now Overstock is not responding to eBay. Even though I know I can return the item if it ships, they won't cover the return shipping costs. I don't understand why they won't cancel the order when it hasn't been shipped yet, especially since I'll have to pay for the return shipping myself. I've never had issues cancelling orders with other companies when I notified them promptly. This experience has deterred me from purchasing from Overstock again. All I want is a refund.

Dear Customer Service, My spouse and I, Nick and Alice T., recently made our first purchase on Overstock.com, but unfortunately, we were left disappointed by the entire experience. The ordering process was smooth, and we received notifications via email and text confirming the shipment and providing an estimated delivery date, which was as we had anticipated. However, when attempting to track the shipment through the provided link, we only encountered limited information stating the package had been shipped and the delivery date. Our attempts to track it through UPS were unsuccessful, leading us to contact customer service. To our surprise, we were given conflicting reasons for the issue, eventually resulting in a text informing us of the order's cancellation, which we had not requested. After further communication and the need for a reordering, we learned the product had simply not been picked up from the warehouse. The delays and inconsistent explanations we received from different representatives have left us thoroughly disheartened. We hope for a resolution to this matter. Thank you for your attention to this. Sincerely, Nick and Alice T.

Hello, I have been waiting for nearly five days for my Pulsar watch to ship, but it has been stuck in "processing" this whole time. I am a loyal and long-time member of Overstock, and I noticed that Amazon can deliver the same watch in two days for less. Today, I spoke with a specialist in an attempt to cancel the order, but she could not guarantee it would be canceled. I hope you can cancel the order for me, as I would rather not have to escalate this issue to management. In today's retail landscape, Overstock needs to adapt. If you are unable to prevent a third party from shipping a product that has not even shipped yet, it might be better to discontinue the product line rather than risk losing customers to other retailers. Thank you, R. T.

I recently purchased a sewing machine cabinet from your company. It was supposed to come assembled, but it arrived unassembled. I am disappointed with the quality of the product. Despite costing $[redacted].00, it is made of pressed wood and lacks drawers for sewing supplies. Additionally, the part that holds the serger does not have hooks to keep the door open, causing it to fall while I was using the machine. I caught it before it hit the floor, but it was concerning. I am unsure how to return the item as I do not have appropriate packaging or support to do so. I already paid $50.00 for assembly; will I have to pay return shipping as well? I am unsure how to contact the manufacturer for assistance. Please advise.

I recently received my Nourison 8'x8' area rug, specifically the Versailles Palace Sage rug. Unfortunately, upon unrolling it, I observed a damaged area on the backing which has caused some fraying on the carpet. Since I was not present to sign for the delivery, I am unsure how to proceed with getting a replacement rug of the same brand and design. My order number is [redacted]07. Any guidance on how to resolve this issue would be greatly appreciated. Thank you.

I ordered a mirrored pedestal that arrived promptly, but unfortunately, the top was broken with cracked glass. I contacted customer service, and they arranged to send a replacement, instructing me to repack it for the UPS pickup. I am now worried about the new one arriving safely and hope that Overstock can take measures to prevent another mishap. My new confirmation number is [redacted]52, and today is Friday, February 15th. I am Sheryl B. and I am highly disappointed with this experience. Rebecca D., the representative I spoke with, was extremely helpful and understanding. I am eager for the replacement to arrive quickly and intact. Thank you for your assistance. Sheryl B.

I contacted you through Facebook on November 3rd to cancel an order for a pair of recliners. I had sat in a similar chair nearby and realized my arthritis made it difficult to work the hand release to recline. Your agent assured me the cancellation was noted and suggested I refuse the shipment. I did this two days later when they arrived, and they were taken back. I am waiting for them to be removed from my account, ending in [redacted]. My name is Sharon A. I had also canceled a couch with you and re-ordered the same one from the same manufacturer at a discounted price. I am unsure when the couch will arrive and when I will need to start paying for it. I've been a loyal customer for many years and have never experienced an issue like this before.

While working for a non-profit in Tucson, AZ, I made purchases from your company. However, I retired on 8/31/18 and am no longer affiliated with the organization. An item was ordered by someone from the company around November or December [redacted], and an invoice was addressed to the company with my name on it, even though I did not place the order. The Overstock account number ends in [redacted]. I kindly request a copy of the original order to include details such as the person's name who placed the order, order date, item number, price, and the recipient's name or signature. I aim to resolve this issue with the provided information. Please ensure my name and signature are removed from any future transactions to prevent similar errors. You can contact me at [redacted]. Feel free to leave a message or send a text. Thank you.

Yesterday, I bought a mirror at the Overstock store on Sisson Street in Baltimore, Maryland. This store sells items from hotel closeouts. I used my Visa card for the purchase. Shortly after buying the mirror, my bank's fraud department contacted me because someone attempted to charge my card four times for $[redacted] each. Additionally, I did not receive my driver's license back from the salesperson. When I called the store today, 6/14/19, to speak to the manager, I was informed they would not be in until Sunday or Monday. The mirror only cost $10, and it was the only item I purchased with my Visa card on 6/13/19. I have reported this incident as fraud. I am deeply upset about this incident and would appreciate a prompt resolution.

My issue has been ongoing for the last three weeks. My second job has been dealing with a variety of supervisors regarding my order that is still pending. I had an event at my home and had to spend about $[redacted] on rented chaise lounges because the ones I ordered never arrived. The delivery was supposed to be on July 2nd, and I am still waiting for answers. I was promised an overnight shipment by a representative, Julia Mendez, or a similar name, but I have communicated with multiple individuals, so the name might not be exact. My exchanges with your team have been chaotic, and I have received apologies from nearly everyone at your call center. This situation has been a nightmare, and I believe that a substantial compensation is necessary. I have been informed that Overstock will take responsibility and make things right after speaking with several different representatives. I am eagerly awaiting feedback on this matter. Also, it seems that I am not receiving emails, although I have been informed they are being sent; our only means of communication is through text and phone.

Dear Customer Service Team, I am writing to inform you that I have returned a pair of "Bronze" Bernie Mev shoes. The shoes were sent back in the original box with the shipping label via UPS on July 31st. However, there was no invoice in the box detailing the Proof of Purchase or shipping costs. I had ordered and received three pairs of shoes and was instructed by an information sheet from SHOES.COM that returns should be handled by contacting them for a shipping label. It was frustrating to find out that the actual source for the shoes was Shoe Buy.com in Woburn, MA, after contacting the company by phone. This process was more complicated than expected, and the lack of an invoice made it even more challenging. My intention was simply to exchange the "Bronze" shoes for a lighter color. If the product has been updated, the accompanying photo on the ad should reflect this change. I hope you will consider reviewing and simplifying your Customer Service and Returns processes. While I appreciate the ability to pay through PayPal and have enjoyed shopping on your website, I will refrain from ordering until improvements are made in this area of service. Thank you for your attention to this matter. Sincerely, Marilyn G. Roy from Topeka, KS.

Hello, three weeks ago, we ordered a table from your company that cost approximately $[redacted] to $[redacted]. Upon receiving the table last Wednesday, we noticed that it was significantly damaged, with broken parts wherever there were screws. Shockingly, the instructions included a cancer warning which is distressing for me as a cancer patient. The delivery person mentioned you would contact us by 3:00 the following day, but we have not heard from you yet. The transaction was made on my debit card under the name Goldie Morris about 5-6 weeks ago. Due to these issues, we are requesting a refund and instructions for returning the table. Given my husband's illness and my age, we are unsure how to proceed. It would be greatly appreciated if you could respond to us promptly today. The large and damaged box is currently a hazard in our living room, and we would like to resolve this as soon as possible. The delivery person also reported the damage to you during the delivery. Thank you.

I placed an order for two recliners on September 17 with the order number [redacted]84. The status shows they are processing but there is no estimated arrival date or any further details. I'm Roy Reed, and the last four digits of my social security number are [redacted]. As a truck driver, it's hard to take calls, so please leave a message at [redacted] or my wife can take a message. If possible, I would appreciate an update on when I can expect the recliners as we're renovating our living room and they are crucial to complete it. The recliners are from Laying Home Furnishing. Thank you for your assistance. Roy Reed.