Overstock.com
reviews and complaints

The item was ordered and the status update still says the item is delayed. Four years later and it still says that. I never got a refund. So I contacted Overstock customer service and that is when she essentially called me a liar or theft because she said we can't verify you ever received it. Since your system says it is still delayed why am I being accused of being unethical? They kept my $38 and apparently that is the formula for becoming a billion-dollar company. What I don't know is if my zip code was different, would the customer service be different. I argue there is no doubt about that. The fact that nearly 69% of the complaints are unresolved, this is clearly just a venting exercise.

My complaint is regarding the rigidity of the 30 day return policy. I understand why a company would have such a policy, but homeowners with no renovation experience are encourage to order all materials in advance due to supply chain interruptions. Our contractor would not even start until everything was purchased. Then, when the contractor finally got to the stage of the work where he begins inspecting the various items, you discover that a door is the wrong size (too tall). I paid over $1200 for a pocket door that I cannot use, that is brand new, and with no option to return it even with a restocking fee. I expected to have to pay some sort of charge, but I did not expect to have no option at all. It is Order # [protected]. Very frustrating!

I purchased a sofa set from Overstock Furniture in August 2021. The sales agent told me my items would be delivered to me at the time of purchase within four to six weeks. Since, then I have been calling the store and asking them about the status of my order, every time they gave me a new date. I just called them now, and they are telling me that my products will reach me in February of 2022, which is seven months after the purchase date as compared to the four weeks promised. The company management and team members are irresponsible and behave the worst every time I call them and ask them about my order status. They lie so much and don't give accurate information at all. I don't know how to get my products delivered to me. Due to lies and flawed promises by Overstock Furniture, I don't have couches for sofas since August.

I orderd a 36"ZLine drop in Gas Stovetop along with a ZLine Vent Hood in October 14th, 2021. I received the Vent Hood 8 days later. BUT Gas Stovetop is nowhere to be found. I've reached out to customer service thru their chat and via phone multiple times but the only thing that they can tell me is that it has already shipped. YET, whenever I track the order, the shipment status has not been updated since Nov. 3rd, 2021. Bottomline, they do not have my order nor they know where it is... They had already charged my credit card.

I had already postponed getting my kitchen installed because the stove top has not been delivered yet.

I asked them to cancel my order multiple times and refund me the cost BUT they keep telling me that I will need to pay for the re-route cost to return the item.

Here's an e-mail that I received from one of their customer service rep on Nov. 14th, 2021:

"Dear Carlo,

I am writing in regards to the cancel of your 'ZLINE Dropin Gas Stovetop with 4 Gas Burners (RC) Option: 36 in.'.

I was able to look into the issue, and I found that while we are able to assist, due to the nature of the return, the customer is responsible for the reroute costs of the return freight shipping. I have requested these costs also contacted our partner to check and reroute the item back to our warehouse, we will get back within 1-2 business days with an update.?
All you would need to do is reply back to this e-mail on if you would like the item returned still.

Here is the hyperlink for our return policy:
https://overstock.force.com/help/s/article/Oversized-Item-Return-Policy

If you have any further questions please do not hesitate to contact us back either by replying to this e-mail or calling our Customer Care Hotline number at 1-800-843-2446.

Sincerely,

Felix S.
Overstock Customer Care"

It's either they get me my stove top in the next few days or refund my card 'coz I can no longer postpone my kitchen installation.

On November ninth I bought three sets of two dining chairs. On the order it was promised to be delivered on Thursday the 11th, then it was promised on Sat the the 13th, then it was promised on Wednesday the 17th. I talked to the sales rep on line and he informed me that I could cancel the the order and I would not be charged. Then I received a email stating I would be charged 77.77 each set in less I joined their group discount club for twenty dollars. I told them that was extortion and I would hire a lawyer for civil court. No response and no items.

I've paid my account in full with 5-6 payments. There was 1 payment made in March 2021 in the amount of $50.00. This payment was never applied to my account by Overstock. Overstock then began assessing late fees to my account and reported this to the credit bureau. If this payment would have been applied as it was supposed to be, my account would have been paid in full. They are falsely assessing late fees.

I've contacted Overstock on and filed numerous disputes. I have provided them with a copy of the front and back of the cancelled check along with a copy of my bank statement to show that this payment has been taken out of my account by them. I've sent this to them many times only for them to ask for the same documents over and over again.

I just received another letter from them stating that they will not adjust my account. No explanation attached. I don't understand how you can take my payments and not apply them to my account and then start charging me late fees.

I'M BEING SCAMMED AND HARRASSED FOR MORE MONEY WHEN MY ACCOUNT HAS BEEN PAID IN FULL

I ordered 2 duvets that arrived July 29, 2021; neither duvet would fit our bed nor did the color received match the other fabric in our bedroom. I called to return these items on August 3rd. They wanted $17.90 for each duvet to be returned. I chose to send them back USPS Priority mail (which was another option I was given). It cost me $21.90 to return.

I called to get an RMA to return these items. They sent me the RMA's via email and I printed what they sent to send with my return. I have the USPS tracking that shows that their warehouse in Kansas City, KS received this return on August 13th at 10:24 am. It is now September 21, 2021 (5 weeks later) and still no refund.

I had the opportunity to TEXT my complaint to them ~ because apparently you can't actually speak to a customer service rep. After ONE HOUR of texting I got off the phone with the promise ? that I would be refunded.

I was a call center manager for 30 years, if one of my staff had been on the phone (text) for an hour I can assure you, as a supervisor, I or one of my management team would have taken over. If the customer service rep has no more power than to say "I'm sorry" then you have a poor resolution system.

Just to understand my return: 1) I printed the RMA's they sent to me and enclosed with the return. 2) I also taped the RMA # on each duvet set that I returned (I believe I used yellow paper). 3) I put both RMA #'s on the outside of the return package and highlighted with a yellow highlighter!
4) I sent these back USPS Priority mail with a receipt and can show that the return was received at their warehouse.

There is nothing more I could have done to make this any easier for what is apparently a totally incompetent receiving department. Now after an hour of texting, I was assured this would get escalated to a "Special Team" and could expect this to be reviewed in 3-5 business days for a refund. What more could they be checking? I did everything I could possible do to make this a seamless return.

I don't order thinking I will be returning; if they check my orders this should be the only order I have ever returned.

I am not attaching the USPS return ~ you can get that from the person I spent an hour texting.

I want a refund for the items that have been received by their returns department in Kansas City, KS.

Photos represented rugs as if they carried a larger footprint. My return for brand new items was conditioned on paying at least $34 for the return.

Order #[protected]

Overstock lack of response & professional service
Overstock Order # 33629XXXX
Serta Luxe Edition Grandmere Plush Pillowtop 14-inch Hybrid Mattress

Lets review this order dilemma so that we have accurate information.
(copies of email correspondence is attached at the bottom)

Placed the order on Overstock.com on April 1, 2021
Money was taken off my credit card on April 1, 2021.
On May 21st, (over 50 days later) I contacted Overstock questioning why I had not received the product, and had never heard from anyone.
On May 21st, Elsie V. in customer care acknowledged my request.
On May 22nd, rep. York replied and said it would take him 3-4 days to figure it out.
5 days later on May 27th, John J. an Escalations Specialist replied that they tried to reach me at an old number and needed a current number to contact me to set up delivery.
On May 27th, I responded with my mobile number that was already attached to my account.
I questioned why they had not emailed me.
3 days later on May 30th, Michelle P. an Escallation Specialist II, replied that I had given them the old number when I ordered. Since that number was disconnected a year prior, that could not be accurate.
On June 4th, John J. an Escalations Specialist responded saying that the carrier had my new number and would contact me within 2-3 business days.
It is now June 14, 10 days after promising me 2-3 days contact, and 75 days after placing the order and I have still not heard anything.

My thoughts on Overstock.com and their specialists, and complete lack of professional service:

They were quick to charge my credit card the full amount (April 1st), and notify me that the status was "shipped awaiting tracking update" (April 1st). That obviously was a lie. But used to justify charging my card immediately. And then Overstock did nothing.
I ship and receive many items and have NEVER had a shipper have to call me to set up a delivery.
Most supply email updates, but your specialist claims that "Our partners & the carriers they use will not contact you by email under normal circumstances as they will always make attempts to reach you by phone." NORMAL CIRCUMSTANCES? Would you say that not doing anything for almost 2 months is normal circumstances? Does this fall under non-professional service? Probably more like absurd service.
When I gave them my other contact number you responded saying that I would be contacted in 2-3 days. That response was already 9 days after I had given you my number on May 27th. Under these circumstances, I would expect a professional organization to have contacted the supplier and requested that they contact me immediately!
It has taken 4 different representatives to accomplish very little, to nothing so far.
Instead it appears they are doing their best to dodge any responsibility.
This falls under the worst customer service of any company, and complete lack of professionality.
ADDENDUM:
80 days after order product was delivered!
Overstock's response was basically to detail the order process almost identically to my complaint.
They finished by saying the order would be delivered. They gave me the carriers phone contact so I could call them! They wanted me to do their job! One they found almost impossible to do. They acted as though that was normal.
How long would it have taken if I had not followed up continually?
In all my correspondence, Overstock has never addressed the fact that they took my payment when I ordered.
Eighty days before they delivered it, and they. never addressed the eighty day delay or the fact that their representatives did virtually nothing after I contacted them.

1
damaged wallbed in oversized damaged boxes arrived on 6/3/21 locking my front door.
2
Photos were sent to customer service
Customer service on 6/3/21 reassured me that it will be addressed by 6/8/21. Pictures of damaged boxes were taken Sent.
3
customer representative on 6/7/21 after a hold for over 20 minutes confirmed that It takes up to 14-21 days to pick up. and look into possible refund.
4
Refunds were not issued until warehouse decides that they cannot replace parts to item.
5
On 6/3/21I requested a replacement to be expedited however that would have at least taken till 7/1/21 at which time my guests have left.
6
Oversized boxes are blocking my front door-waiting for warehouse to schedule pick up and evaluate situation.
7
Homeowners association has informed me that I cannot sit there by our front door for more than a week. Again this is blocking our front door and it's oversize packages.
8
$2493.24 of my funds are tied up in Creditcard bill.
I'm unable to use damaged items.
9
I Cancled assembly with handy on 6/3/21 and was charged late cancellation fees as well.
10
Wallbed was ordered to accommodate our guests arriving on 6/24/21 who are leaving on 6/28/21.
11
Had to go to the store and purchase a sofa sleeper for my guest who arrived on 6/4/21.
12
Please anti-up my funds and expedite pick up of the oversized items and unlock my front door.

I placed two orders on the website of overstock. I paid with my PayPal account which have my current address since 2011 when I first opened account with PayPal. I am ordering a lot on line and always receive what I order. But with Overstock, even I paid with PayPal, they sent the items to a different address and made me go and look for these items. They said that no refund if they don't retrieve the items even it is their fault to send them to a wrong address not mine

I purchased a sectional sofa at the end of last year. It was approximately $1, 500. Within a few weeks we noticed that one seat was sagging and uncomfortable. Yesterday my girlfriend sat on that section and heard what sounded like wood cracking. Now the section has a permanent drop in it and is extremely uncomfortable! My girlfriend is not a large person. She is 5'9" 140#. I have also sat there and I am 6'1" 245#. A sofa should last more than six months.

March 18, 2021. I spoke with agent, was told if I cancelled after 30 minutes of placing order, It would not be cancelled. Ridiculous policy because item is still being processed and won't be shipped for another 3 days. I then have to pay $38.05 to ship back once I receive it. They also don't honor price difference guarantee if it can be purchased cheaper from another seller. I want them to at least pay for part of the return shipping.

I ordered 1 item on 12/4 and the expected delivery date was 12/11. The order was shipped as 2 packages and only 1 package was delivered on that day. The track info. said both shipped out 9 a.m. at local ups in the city. When contacted Specialist via texting, they could not find the reason and just told me to wait until 9 p.m. The next day on 12/12, the shipping track info. said it was "shipped out 10 a.m." but it is not delivered.
Texting specialist again can't check this and just asked me to wait another day. Also, they told me it takes another 1-4 business day to locate the delayed item and then I can request to return and get a refund. The order for the TV stand and needs to be assembled together. Now, I unpacked the delivered package and put it on the floor with waiting for the 2nd package. Overstock's customer service is not really helping me out to resolve this and they never checked and updated me with the order status. I may have to contact UPS again by myself to figure out. Hope not they kept me in trouble when I try to cancel and return this order.

These are 4 "roshan farmhouse acacia dining chairs" order # [protected], order cost was $ 276.04.. Set of 4 chairs (2 boxes of 2 each). 3 of 4 chairs were defective. I am a union (retired) carpenter (I am frank, andrea's husband) and 2 chairs are almost passable.. The one is absolutely not. The gap at the back of the stress point on the chairs should not exist, they should be tight fitting. This will lead to premature failure. Years ago, I would have made the chairs myself. The quality is not what it should be. I've posted a review & photo's already. Please advise. Photo is of the worst such gap. Your photo limitation of 5 mb. Forced me to 'crop' this photo, & unable to send other 2 (that I did post in my review, online). Thank you

Ordered a 9x12 rug in early November -- the second rug of this size purchased in the last few years (the first of which was delivered to Canada without issue).

After several weeks of waiting we just called to find out where it was, and were told that their shipping company decided (weeks ago!) that it was too big to go through the border and sent it back to Overstock. NO contact to us was made. Our credit card was charged. Had we not taken the initiative to call back we never would have known! Customer service was very rude. Told us since our last order they changed shippers. Like that's somehow our problem!

Now we are waiting on a call back from someone named "Julia" (they wouldn't disclose any additional contact info) to determine what to do next. We are *incredibly* unhappy with this experience and would never do this again.

I have tried to talk to customer service and they keep sending me to this marketplace customer service team that says they have cancelled this order but last night I came home and the order was in my garage. I am upset that I am going to have to pay to return this when I was told it would be cancelled. I am also upset it even came when I was told repeatedly it wouldn't.

I originally purchased this rug on 7/27/20. I received my purchase but it was the wrong rug. Since then, I have reordered the rug two more times and received the same wrong rug two more times. I would normally just get my money back and find something else but have my heart set on this rug. However, I am beyond losing my patience. I have spoken to customer service and twice they claim it has been referred to the tier two group and they will investigate it and make sure I receive the correct rug. I'm my last conversation, the representative told me to hold on to the incorrect rug until my correct rug gets to me and then they will have UPS pick up the incorrect rug to send back. It completely boggles my mind how can this be so difficult? The rugs have different bar codes and model numbers, so someone is obviously dropping the ball so. where along the line. Someone please help!

About 3 weeks ago I placed an order from
Overstock.com for a 7 piece dining set for the price of 547.00, I then only received two chairs, and the incorrect color. I contacted customer care, and they said they would be shipping the rest of my order since I was missing the majority. I decided to keep the color they sent to avoid the hassle of return. They said they would contact me in 3-4 business days and I never got got a response or tracking information for the missing parts. I had to contact 2 other times, only for them to turn around and say oops we put the wrong price on the 7 piece dining set, it actually cost 1500 now, our mistake, but you are still not getting the rest of your order which I payed for. Mind you I was very upset! It was their mistake not mine! I have now waited 3 weeks, and they haven't picked up their chairs, nor have I received my money back for a mistake that I didn't make. All they can say is, well we need to receive our chairs before we process a refund. I am now short of 547 dollars and no dining set.