Overstock.com

I placed an order with Overstock on April 5, 2023 for a hot tub. There was a promotional price, and a popup provided another 15% off.

On April 16, 2023, I was shopping on Overstock for items related to the hot tub, when I discovered it had a further reduction. It was now reduced another $1000, although with my coupon the difference was $502.82. I opened a chat window with Customer Service to ask about a price match, which is what other large companies I have utilized will do in this situation.

In chatting with Anne, I was told a couple of different things which did not make sense to me. There was supposedly a rule that said since I had utilized a coupon, there could not be a price match. I then asked about cancelling the order, then reordering. I was told that since my order had been processed, I could cancel, but there was no guarantee it would go through. This order is not expected to be shipped and delivered for another 3-4 weeks, so that didn't make sense either. I asked about ordering, then refusing the first shipment, but Anne said it would cause an issue getting a refund on the first. I then asked for a Customer Service phone number, and immediately placed a call with my cell phone.

I first spoke to Ryan, who put me on hold to check, and was immediately disconnected. Not knowing why we were disconnected, I then used my landline to call back.

I then spoke with Jane. She was first skeptical and acted as if I was being cagey in using a phone number not associated with my account. I explained the reason. She then provided me with a new explanation having to do with the order being on sale AND using a coupon. We spoke for a few minutes, until it was nearing their customer service closing hours. I explained I was still not satisfied, would like to at least cancel to reorder and asked who I could speak to next. She said I would receive a call from a supervisor the following day. No one called.

Today, April 18 2023, rather than a phone call, I received a short email, with yet another new reason why I could not receive a price match. This had to do with the order and my request being greater than 7 days apart. He also used some fuzzy math which did not match the numbers on the date of my initial request.

In delaying his response, Richard L., Customer Service Supervisor, ensured that I could not cancel then reorder because the sale ended and the new price was above the price I paid.

I responded with a short email that based on customer service, I am finished using their company, and once this transaction is complete, I will make my interaction known to friends, family, and on social media.

[edited]

I just engaged in 5 new chats for help on Overstock, saving each transcript, and each and every one was ended by the operator without finishing. I have nothing resolved. I am out of $300 for a table I returned. No email address to send these chat transcripts to - no real assistance. I guess they no longer want my business nor anyone in my family. Chargeback is next step. I have never exectued a chargeback but I have also never seen a company care so little to help a customer.

I purchased the 5 year outdoor platinum protection plan for $99.99 when I bought my outdoor table, chairs and chaise lounges. I have been trying for a month to try to file a claim but when I go to the Asurion website it says they have no record of my order. When I call Asurion they put me on hold for hours at a time, and no one ever picks up. There doesn't seem to be any way to even get Asurion to attempt to even receive my claim.

On Jan 11, 2023 I ordered items from the overstock.com website (ORDER [protected] for $41.87). On Jan 24, the tracking website said it was delivered, but it didn't show up. I emailed [protected]@vipservice.com to explain the situation. I got an immediate response (automated), that said they were celebrating the Chinese New Year and that they would respond after 6 Feb. They didn't respond so I sent a 2nd and 3rd request... no responses to those requests. I would like a refund of my purchase.

I purchased this painting in May 2022. Finally hung it a few months ago, and the canvas rippled along the top seam - getting worse every day. It looks terrible; sagging off the wooden frame and likely not assembled correctly. I contacted customer service to explain it seemed to be defective and at $500 should not be doing gathering on the frame like that. Customer service was awful, dismissive and repeatedly told me that it's longer than 30 days and therefore they won't do anything. I understand and respect the 30-day policy but this is clearly defective. I would hope overstock would stand behind the quality of the items they sell, especially at this price point. I sat on hold twice waiting for a supervisor who never came to the phone, only to finally be told they can open a case with the manufacturer. Why wasn't this done in the first place? Extremely frustrating and a waste of everyone's time. I am a professional with a job to get to. I do not have 30 minutes to talk in circles with a service rep reading a script over and over.

On 12/16/22 I ordered shades & within less than a 30-minute time frame ( their policy), I canceled the order. Spoke to customer rep Dave on 12/16/22 & he confirmed that the order was canceled. Also received emails saying the order was successfully canceled. As of 12/21/22, they have told me that they are in the process of being shipped.

Order #[protected]

Order #[protected]

I received an e-mail after placing a large order that says I received a $100 gift card. I was told I would receive a secondary e-mail with the gift card. It never arrived. I called today to find out the status of the card only to be told by the customer service person that it was an error on their part. She said the promotion was for 11/11/22 but they discontinued it? I placed the order on 11/12/22 and they didn't turn the e-mail notification off? They are currently running the promotion now. It isn't my issue if they messed up. If I received a notification of a $100 gift card, I should receive it.

They simply refuse to correct a problem that was made with a shipment.

They give you the complete run around. Doing nothing to solve the issue of the wrong color sent to the consumer. The package even clearly has marked on it a "faux white" curtain. AS well as white on the packaging slip enclosed. I did not order a faux white curtain or white curtain. I ordered a cream color. They keep arguing that it is cream the package states white clearly. This is bad for business. So, they refuse to make it right and will not comply with sending a prepaid return shipping label. I called to see what the charge would be the weight alone is about 3 lbs. so it would cost me close to what the curtains cost.

This is very poor on their part. When they clearly state on the site that if there is ever a problem with a order or marketing seller on their site they will take care of the issue. They are slow to do so and refuse to even bother! This is terrible

customer service, and not right to do this to treat any customer this way. I have never encountered something like this ever this is so bad for business.

I am completely at a loss as to why it is so difficult to process a return. My very first attempt to return this item was 20 August 2022, the day the damaged range hood arrived. It is now 7 September 2022, and I have yet to have this issue resolved after repeated attempts on my part to do so.

After being an Overstock customer since at least 2011, this will be the last item I purchase from Overstock. And at this point, I am considering contacting the Better Business Bureau, the San Diego County District Attorney’s Office Consumer Protection Unit, the California Attorney General’s Office, and proceeding with a formal complaint through my attorney.

I have contacted Overstock over four times now to get this range hood picked up from my house, returned, and money refunded.

As I mentioned when I contacted Overstock customer support the previous three times regarding receiving this damaged range hood:

The box arrived with holes, tears, dents, etc. The range hood is dented on both the left and right sides. I offered to provide images each time.

We have since purchased the exact same range hood from a local Lowe’s store, and upon unboxing that range hood, we recognized that I had, in fact, been shipped a previously returned range hood from Overstock. We know this as when we unboxed the range hood from Lowe’s, we saw all the extra packing material protecting the hood that did not exist in the box shipped from Overstock.

So not only was I shipped a previously returned hood from Overstock, it was not packaged properly and arrived damaged. I have no idea at this point if it was already damaged before being shipped to me, if it was damaged during shipment to me, or both. But this is entirely unacceptable.

I have provided the photos, as requested, screenshots from my initial attempt at requesting a return, and chat sessions from my previous chats. I also have photos showing how the range hood from Lowe’s was packaged as compared to how the range hood from Overstock was packaged.

Absolutely, some of the worst customer service I have received from a company.

Overstock said it was a manufacturer's issue and if I ordered the rug again, there is no guarantee that I will receive the correct item. My only option according to the chat feature was a "partial refund" if I didn't want to return the rug. Or return the rug which means removing the furniture from the room, finding something to ship the rug in, finding someone with a truck and the time to haul to the nearest UPS which is about 16 miles from my house. Overstock should have contacted the manufacturer and sent me the right rug and they should have made arrangements for UPS pick up for the wrong rug since it was their mistake.

This is not the first time I ordered a rug from Overstock and got a "similar" rug. I believe they advertise and bait and switch. Then it becomes YOUR problem because returning a large, heavy item is really inconvenient to the customer. I will not order from them again and if they can't make this right for me.

Customer Service at Overstock.com can be reached in 160 minutes!

I ordered a Serta Perfect Sleeper king-sized mattress. It arrived in the original box and undamaged.

I opened it up and placed it on my bed frame then went to work. When I came home, it was seemingly too thin and one corner would not lay flat.

I checked the tag and it was the wrong model. This one was a thinner and cheaper model.

I called them and they said no problem, just put the wrong one back in the box and take it to my UPS store.

Uhh, do they not realize that this is a king-size memory foam mattress that requires specialty machinery to compact?

Then they said that they would have UPS come pick it up. After two failed attempts at UPS supposedly picking it up (and me losing a day of work to meet UPS), UPS finally shows up, but with the new mattress. Great. I'll help him haul the wrong mattress to his truck.

UPS guy laughed and said that they don't pick up memory foam mattresses out of the box; too big. He said everyone else just writes them off.

Great. Now I have a giant mattress in my dining room that UPS refuses to pick up and Overstock.com won't deal with.

I double-check the new mattress and it is indeed the correct one. I unbox it and go to work. I come home and lay on it and it is way too soft. Zero support on the edge of the bed. Oh well, I will give it a try.

two weeks later, and my back is killing me. Today, I go to change the sheets again, and I notice that the other side of the mattress is much firmer.

I take a full jug of laundry detergent and lay it on the edge of the mattress around various point and it clearly shows that one side of the mattress is defective. Seriously?

And the first wrong mattress never did fully "grow" and still has a corner that raises up.

I have missed a day of work, have been in pain for over a week, and now have 2 giant and defective mattresses in my house.

I tried to cancel this order and they quickly said they already shipped it out ..when it kept saying not shipped ..for days after. So then the day it said it was to be delivered it never showed up ..I have a camera at my door that shows everything that comes to my front door and area near it. No one ever delivered this item. We have proof. I do not trust the whole thing where they said it was shipped out. All I want is my money back. How does a Company get away with this?

I purchase a dinning set in November of 2020 the first set came with the table completely broken, it was a hassle to get it replaced but I did. I also bought the 5 years Guardsman plan. Thanksgiving of 2021 I decided to rearranged my dinning room so I moved the table and went under the table to polish the legs and the side board. I live alone my table is always set with table cloth. This is when I notice that the wood part the frame the table top was split on one side. In December of 2021 I went online and filed a claim and got an auto response that my claim was received. I waited and did not received any email or letter from Guardsman. I went back online in January and put in another claim. I got another auto email and waited. I called after about 2 weeks I was told there was no claim I need to submit it again. I did with the woman on the phone submitting all the pictures as well. Then I got a letter telling me I am missing information. I called and was told I need the receipt showing the insurance. I contacted Overstock and got a receipt. I tried to submit it and was not able. I called and was told to mail it in. I did and 3 weeks later I got an email telling me I did not submit my documents in the time. I know I will never order another item from Overstock and I will tell all my FB friends and family not too. I am going to file a complaint with the BBB because this is a lot of crap.

I placed an order on May 5, 2022, the order number is [protected]

However, the order was cancelled by overstock and I did not receive a refund.

It has been a long time since this happened and I am disappointed that I have not been able to get the reason for the cancellation and when I will be able to receive my refund. Please help me to solve this problem.

My information is as follows:

Email: [protected]@outlook.com

Buyer Name: Caitlin Callaha

Credit card end number:9485

Order number: [protected]

Bought the Salinas Tall Storage Cabinet about 3 weeks ago # [protected] and the Quality is so poor and the hardware to put together doesn't hold the product together.. After 3 hours of assenbly the unit fell into pieces when stood up? This is Very poor Quality and I was Charged over half of sales price to return and only refunded abot 1/3 of sales price. Was charged additional to have UPS come pick it up.. Overall OVERSTOCK is a faurst and sell cheap junk items. DO NOT ORDER! They do not stand behind Products and overchage to ship back! Email me I will explain

I ordered a desk on February 2022 but UPS refused to ship it to my address, even after I confirmed my address with Overstock and UPS. UPS sent the desk back to the sender. Then, Overstock, without my permission, immediately authorized the shipment of another of the same desk. I had the same problem with UPS. Instead of delivering it to my home, UPS sent the desk back to the sender. I contacted Overstock customer service via chat and email to order the cancellation of this order, only to be told that Overstock had immediately authorized the sending of a THIRD desk! I have been calling and emailing overstock to tell them to stop automatically sending me desk after desk and to cancel the charges and cancel the order but no one does anything. When I call to get a resolution, I am simply told that I will be called back, but I never am. I am told that I am not able to cancel an order when it is being shipped to me, nor when it is being sent back. It is impossible for me to go into the website and cancel the orders because for over a month now I have been in this constant, automatic loop of being sent a desk and having the desk start to automatically be sent back to the sender mid-transit, only to have overstock immediately start sending me a new desk all over again! It is impossible for me to cancel because my orders are always being processed. I think that what is occurring is theft. I have called and emailed overstock multiple times to clearly state that I do not want them to continue automatically shipping me desks and that I want my money returned. All overstock does is apologize and says well too bad we're already sending you another desk. I am tired of this and want absolutely nothing to do with this company. I am considering legal action at this point.

OvERSTOCK.COM SOLD ME A COUNTERFEIT WATCH

I purchased a Tag Heuer watch from Overstock.com in June of 2020 with a 2 year warranty. The watch needed a repair in Oct of 2021. I was instructed to send the watch directly to Tag Heuer for service. I overnighted the watch and 3 days later I received an email from Tag Heuer informing me that the watch was COUNTERFEIT and they would not provide any repairs. I contacted Overstock to discuss getting an AUTHENTIC Tag Heuer replacement watch. It was truly the worst service I have ever encountered. They jerked me around with unhelpful emails, delays and passed the buck for months offering me nothing at all to correct the situation or compensate me for this horrible experience. I got nothing but lip service from start to finish. I was told that they would provide a credit for the original purchase price and NO credit for the 1 1/2 years of interest I had paid on a COUNTERFEIT watch. They gave me absolutely nothing. I had to buy another watch in a style I didn't want and had to beg for a measly discount. I ordered the new watch on March 7th, 2022. After waiting over 3 weeks for the new watch, Low and behold, the watch I had selected was mysteriously going to take 16 weeks to get. This situation was never escalated to anyone with authority to make it right. I made a terrible decision buying from Overstock and will never use them again.

I Purchased an Entertainment Center from Overstock which does not offer a service to put it together, for a price of course, so you either do it yourself or hire a service. The entertainment center was approx. 800# in 5 large cartons so upon receipt it was put in my garage and I proceeded to hire a company to put it together as I am an 85 year old woman that could not even open 1 of the cartons. The company I hired proceeded to open 3 cartons and 2 of the pieces were damaged so they could not put the product together and had to leave and I was responsible for them coming out and doing what they did do and I paid them for the services they performed. I Contacted Overstock on numerous occasions about the damage and since they provided me with the broken parts I asked them to credit me for what I paid the company that could not put the product together as it was not my fault they sent damaged merchandise. On numerous occasions I was told NO and I should have checked the product upon the receipt and they would not reimburse me. I am 85 years old and use a walker and even a normal size man could not do that and no way was the truckers that delivered the goods going to hang around for you to open those large cartons to inspect the merchandise. They dumped them in the garage and ran off to their next delivery. I feel that since Overstock sold me the damaged product and I had to hire someone to put it together and they could not complete the job, Overstock should reimburse me as it certainly was not my fault they could not complete the job and Overstock's excuse of telling me I should have inspected the product first was a really poor excuse knowing full well that no one individual could have inspected that shipment and no trucking company would be expected to hang around for that. Plus they will not credit me for the damaged merchandise until a trucking company picks up the merchandise in about a week and returns it to some warehouse. So they have my money for that much longer. I recently lost my husband who was retired military and that pension stopped along with his social security ended and I only have my social security and feel that once Overstock confirmed the damage I should have gotten my credit along with what I paid the company that I hired to put it together and they could not through no fault of mine. Any decent company would have credited me for what I paid the company to put the product together and they had to stop through no fault of theirs. because it was damaged.

I bought this bed for 2k. It has had nothing but problems since day one. The footboard broke, and they sent me a replacement part. The replacement part is worse than the one I filed against. I want what I paid for. They are continuing to sell this bed, they tell the customer they can’t give them the parts. But miraculously the parts appear, which are clearly broken parts from others who are sending these parts back. Unacceptable for this company to continue to sell this bed, knowing it’s defective/

On December 17, 2021 I placed an order online with Overstock and put a delivery address as Corpus Christ, Texas. I tracked the package regularly and finally saw it in the USA at ISC New York, NY 0n January 10, 2022. On January 13, 2022 I received notice that package was delivered to and individual in Barnegat, NJ. On January 13, 2022 I sent an email to the addresses I could find and asked to whom and where package was delivered. Stated not delivered to correct address. No reply received. I then contacted Aftership on January 27, 2022 and asked the same questions. I was informed that they only provide tracking information ant that delivery issues can be highlighted to the courier. I thought they were the carrier. I have clicked on every link given with no success. I feel this whole thing was a scam.