Overstock.com Customer Service Issues

I purchased a 'John Boos Oak 60x36 Butcher Block & Henckels Knife Set' from Country Butler on March 28th. It was delivered on April 29th with damage and a defect on the top. After multiple emails to both Country Butler and John Boos, they agreed to replace it if I donate the damaged one. Country Butler needs to fill out a form from the factory for the replacement process. Despite my efforts contacting them over the past 3 weeks, they have not responded to my emails. The knife set was also missing from the order. I am reaching out for help before considering filing a consumer complaint with the State Attorney General's office. - B and D Bare

I encountered technical difficulties while placing an order for a rug on Overstock's website. Despite the system freezing, I attempted the order from another device, leading to uncertainty about whether both orders were processed. Unfortunately, the orders did not appear in "My Orders" for me to cancel them. I reached out via Facebook messenger since customer service was unavailable. Although there was a delay in their response, they informed me they couldn't cancel the order. Being an international customer, I'm now waiting for confirmation that a ticket has been opened to cancel the duplicate order.

Order [redacted] for 2 Brookside Upholstered Scoop Edge Headboards with Square Tufting in Twin, Stone color. Upon delivery, one box was in good condition, while the other was torn, crushed, and resealed. One headboard was fine, but the second was damaged, with a broken zipper compartment that was stapled and Velcroed shut, containing a crumpled instruction sheet and loose threads. I am disappointed that such a subpar item was sent out. I am requesting a replacement headboard urgently due to upcoming guests. Regarding the damaged one, if you require it back, please arrange for retrieval as the box is unusable, and the headboard is too damaged to return easily. I believe your company would not wish to provide such poor quality to another customer. Please reply promptly. Thank you. [redacted]

I received order number [redacted]68 on June 5, [redacted], which included the Copper Grove Docherty Black Baker's Rack with 2 Rattan Baskets. Although I received the Baker's Rack, the 2 Rattan Baskets were missing. I contacted Overstock Customer Service on June 5, [redacted], to report the missing items. The representative assured me that the Baskets would be shipped separately and should arrive by Tuesday, June 9, [redacted]. If the items do not arrive by then, I was instructed to reach out to Overstock again. I kindly request assistance in resolving this issue with the missing delivery from my order. Thank you for your prompt attention to this matter. - C.A.

I ordered two blankets, but only received one which was delivered to my old address. Despite updating my address, the second blanket also went to the old address. Even after customer service assured me of correcting the address, the issue persisted, and both blankets ended up at the wrong location. I had to reorder one blanket, making me out of pocket for three blankets in total. I am now left without the blankets I need and seeking assistance.

I ordered a 72" faux banana tree but received a large electric fireplace instead. After contacting Customer Service, I was assured of a UPS pickup, which was delayed. Anna attempted a second pickup, but the fireplace was mistakenly delivered back to me even though it was addressed to Trademark Poker. After my third call, Jenna promised another pickup. I received an email with a return label, but the cost shouldn't fall on me. I prefer UPS to handle everything during the pickup, as the box is heavy. Also, I am returning the second banana tree due to poor quality and being charged $25. Considering the mix-up on the initial order, I request the $25 fee to be waived.

I have been a long-time account holder, originally from Michigan. On June 13th, I made a purchase for a Mohawk Ultra Premium Rug Pad for All Floors - Grey (5' X 7') and a Luma Comfort EC110S Portable Evaporative Air Cooler - Silver, with Order # [redacted]52, totaling $[redacted].65 along with a Club O Membership. The items were mistakenly shipped to my previous Michigan address. Despite contacting customer support, the issue remains unresolved. Capital One refunded my payment and mentioned charging Overstock. I attempted to close my account without success. Following further emails on June 23rd, I informed customer service I did not order the items, will not accept them, and will not bear the cost of returning them. The suggested option was to refuse the shipment via UPS, which required the sender’s action, suggesting Overstock should intervene. Despite creating a UPS account, I was unable to prevent delivery. As inclement weather approaches, I seek guidance on resolving this matter and closing my account promptly.

I recently returned a damaged item following the instructions provided, but to my surprise, I was notified of a charge because the item was not received. After submitting all necessary return forms through UPS, there was clear confirmation of the item being received by your team. Eventually, I did receive a refund as per the acknowledgment in an email, yet, to my dismay, I observed another charge for the same item on 7/6. I kindly request that this issue be resolved promptly, and the duplicate charge be refunded to my account. Thank you for your attention to this matter. Best regards, B. Siegel

I recently requested to return order [redacted]75 as there were (5) table cloths in the pack, which I did not realize. I am also dissatisfied with the fabric. The return was requested online with the Marketplace Seller under Case #[redacted]1, but I have not yet received a clear resolution after 4 days. I am hesitant to accept a 50% restocking fee, as indicated in your standard policy. This is not satisfactory to me. Your prompt assistance in resolving this matter is greatly appreciated as I am considering future orders with your company. Thank you. Joyce N. jnpkg@[redacted] [redacted]

I recently opened an Overstock account in late June. On my order page, the return process was initiated for four Large Beach Tote Bags with zippers. Despite receiving texts confirming the return initiation, I only received a refund notice via text for $7.26 for one bag. The RMA number provided is [redacted]27B, which does not explain why only one bag was refunded, why the other three were not, or why the refund amount is incorrect. I have encountered similar issues with Overstock in the past and find the vendors unhelpful. Although I lack the shipping numbers, all four bags were returned together in one package. In addition, I am experiencing difficulties with returning a swimsuit and a LaBalanca coverup. Can someone assist me with resolving these issues?

I ordered a bed frame on June 21, and it arrived a few days later without hardware or instructions. After waiting for the missing parts, I found out the 4 legs were also missing. I contacted Customer Services, and they said they would send a new bed, but on July 25, there was no tracking number. After another call, they promised to ship it in one to two days. Now on August 3rd, I called again, and the bed has not arrived at the warehouse. I am disappointed and unsatisfied. I was looking forward to getting this bed, but the long wait has been frustrating. I would like a credit, refund, or some resolution. Sleeping on a mattress on the floor for a month has not been ideal. #[redacted]80 Dodd, W.

My experience with 3 Overstock orders was a nightmare. First, my couch order was cancelled after 6 weeks with no shipping updates, and I was refunded with no explanation. Second, I purchased a lamp that malfunctioned after a month. Customer service advised me to dispose of it due to safety concerns. Despite two reassurances from customer service that the issue was resolved, I was unexpectedly charged $80 for an unreturned lamp. After much back and forth, the error was corrected, and a refund was issued. Lastly, my salt inhaler was supposedly delivered but wasn't in my mailbox or doorstep. A resident found it and informed me, prompting an 11-mile drive to retrieve it. The mislabeled package compounded the issue, even though my correct address was on file with Overstock. Unfortunately, these repeated mishaps have eroded my trust in the company.

I placed an order for a comforter set from Overstock on November 17, [redacted] with Order #[redacted]76. After receiving an email on November 21, [redacted] that the comforter had been shipped, I attempted to track the package using Tracking #: 1Z59A1W[redacted]4. Unfortunately, the tracking information indicated that although the shipping label was prepared, UPS had not yet received the item for shipment, and there was a delay in shipping. I called Overstock, but the representative could not provide a reason for the delay. Despite confirming that the item was not out of stock, the delay does not align with the prompt credit card charge. I am seeking clarity on the status of this shipment. Thank you.

I received a fake and used shirt from Overstock. I have been trying to resolve this problem without success. I have contacted my credit card company and gathered evidence, including names like Holly, the supervisor. Overstock should take responsibility for fraud regardless of the seller's return policy. The items received were the wrong color, cut, and size, with poor quality and no new packaging. This issue should be reported to the NJ District Attorney's office and BBB. My name is Sherry B., and my order number is [redacted]73. Overstock was paid for these disputed items. BBB mentioned numerous complaints against Overstock. Selling used clothes during Covid-19 without proper labeling is unacceptable. I refuse to pay for returning these incorrectly sent, fraudulent, and used items.

I received the item last night via FedEx. I tracked it all day and thought I knew what time it was arriving. FedEx did not bring it up because it did not have an apartment number. I don't know why as you guys have my apartment number. They left it downstairs in a damaged and ripped box. I had to drag it up which was difficult as I broke three ribs a week ago. I managed to put it together last night despite many damaged pieces. The delivery was unprofessional, and I am very unsatisfied with the experience. I do not want to send it back but would like to be compensated for my troubles. I purchase products almost every week and this experience has left me disappointed.

I am disappointed by the false advertising related to my recent order. The online chat agent and phone calls were not able to address my concerns. This was my first purchase from Overstock, and I am eager to speak with a real person regarding this matter. The chat agent I spoke to lacked the voice communication I hoped for. I apologize for any confusion, as I struggle a bit with internet navigation. I am trying my best to resolve this issue and appreciate any assistance.

Purchase Order #[redacted]17: I bought a rug for $[redacted] on Overstock. Upon delivery, I noticed it was much thinner than expected and not like the picture online. I returned it unopened and got only a $75 credit, being charged $[redacted] for return shipping. Customer service won't refund more, which is disappointing. I've tried contacting them with no success. On social media, I hope to get some help. This isn't about politics; it's about fair treatment for customers. Your support would mean a lot as I'm on a tight budget. Thank you. - Dawn Scelsi

I purchased a porch and down eight-drawer dresser, but upon opening the box recently to assemble it, I discovered it was missing necessary components. There were no instructions, hardware, and only a limited number of boards included. I need assistance with returning this item as it is unusable in its current state. My name is Brenda K., and my birthdate is [redacted]. I placed the order in September, and unfortunately, I only now got around to setting up my furniture after relocating. The dresser I received is incomplete, and I am unsure about the next steps to take. Thank you for your help.

I recently bought a mattress using my debit card linked to my new Nevada address. Despite this, I received a notification that my order was headed to a Mountain View CA address instead of my own. After contacting Overstock and UPS, the address could not be altered. I arranged for the item to be held at the UPS facility in Sunnyvale CA. Upon arrival at the UPS facility, the item was reported as delivered to an address in Los Gatos CA. I had to reach out to both UPS and Overstock again. UPS stated that Overstock needed to handle the return and reshipment process. Despite contacting customer service, the issue persisted, and communication seemed to break down. I had to personally intervene with UPS and Overstock to redirect the shipment to the correct address. I am dismayed by the confusion surrounding my order with two different CA addresses involved when my order had no ties to California. I expected the address change to be a seamless process, but found myself needing to consistently follow up to ensure correct delivery. I look forward to the prompt and accurate shipment of my order. Thank you.

The rug I received has missing fibers and is defective. I have been unable to speak with a United States supervisor for assistance. This has caused significant issues as I now have to deal with returning the 9x12 rug in rainy conditions. The product received looks nothing like the picture and is poor quality compared to what was advertised. I refuse to spend more money on labor and wrapping materials to return it. I propose either allowing me to dispose of the rug at no cost or arranging for its return when my new rug is delivered, with a 20% discount on the new purchase for the inconvenience caused. The lack of customer support and the poor product have wasted my time and tainted my shopping experience.