Three weeks ago I wanted to buy a present for my beautiful wife for having carried our recently born baby girl, she did it magnificently for over 9 months and I thought that a small token would be the least I can do to show my appreciation for bringing an amazing present into our lives.
I looked online and found a pair of very nice white-gold earrings that I had hoped she will like on Overstock.com, a site I had heard good things about and thought is a reputable brand that I could trust. The fact that they had online chat on their site bolstered that feeling as I’m a LivePerson employee I can now recognize and appreciate the value of live chat on a retail site. Overstock is not a LivePerson customer by the way (perhaps that should have tipped me off).
I have ordered the earrings on December 23rd, 2011 and of course I knew they will take some time to arrive, after all it was just before Christmas but that was fine with me, I had hoped they will arrive a few days after the new year.
After they did not arrive for a while I looked at the confirmation email I received and used the tracking link they provided, this took me to the DHL tracking site which very “usefully” told me it couldn’t find the details for the tracking number. I thought to myself, alright, I will try in a few more days, surely it will appear soon.
So I have waited some more and still nothing, so a few days ago I contacted Overstock through their online chat. They kindly told me to wait 7 days (!) longer before contacting them again if the earrings hadn’t arrived by then. So I’ve waited a few more days until yesterday when the DHL site still couldn’t find the tracking details. I had resolved to contact Overstock again today even though it wasn’t 7 days yet and demand some explanations. Luckily, this morning the package with the earrings arrived.
Oh joy! I thought to myself, finally, the earrings arrived and even before its time for my daughter to attend college. Gladly I opened the package and was very (very) surprised to find that they have sent me the wrong earrings, the ones I ordered were suppose to have a clear stone, what they sent were (disgusting) lime green!
So, I patiently waited for the overstock.com reps to come online today so I can demand they replace the earrings at once and hopefully give me some kind of compensation after such a terrible shopping experience.
This afternoon I started the chat and after apologizing the representative told me that all he could do for me is send me instructions on how to send the earrings back and receive a refund, if I wanted to actually receive the earrings I wanted I would need to order them again. When I told the rep that I was surprised they don’t offer any kind of compensation he told me that they simply can’t offer anything to an international customer. So they can take orders from international customers but not compensate them when the blunder horribly.
So to summarize:
- Ordered earrings 3 weeks ago
- Paid a lot more for shipping costs because I’m an international customer
- Waited for 3 weeks for earrings to arrive
- While waiting had no proper information on when they will actually arrive (not sure whos fault that is, overstock or DHL)
- Overstock when contacted couldn’t tell me more than wait for more days, 7 days!
- When finally earrings arrived they were the wrong ones!
- I need to ship them back and get a refund (that for some reason is 70 pence less than what I paid)
- If I want the earrings I actually paid for I need to go through the whole process again
In short, I will never shop at overstock.com again, not because they’ve made a mistake with the product they sent, although that’s already infuriating but these things happen. It’s because their customer care is seriously lacking. The reps I chatted with were friendly and sympathetic enough but hardly went out of their way to help and as an international customer I feel I’ve been completely neglected by their customer care that apparently doesn’t value me the same as an American customer.
Throughout the overstock site and even the chat they refer to me as “Valued Customer” but its one thing to say it and quite another to actually mean and behave like you mean it! As far as im concerned, they have done the bare minimum and nothing more, this is not a brand I would like to have any more dealings with.
Just for comparison, a couple of weeks ago I returned a jar of Pesto sauce to Sainsbury’s (UK Supermarket) that costs around 2 pounds because it went bad too quickly, not only did I receive my money back, I also received a 5 pound voucher! More than 200% compensation on top of the refund…
Very interestingly I just received an email asking me to fill in a survey to help Overstock advance their “worldclass customer care“. I think they need to advance quite a lot before they can call their service that. Dont worry, I will let them know!
Below is the full transcript from my last chat with overstock:
Cody: Hi, my name is Cody. How may I help you?
Valued Customer: hi
Valued Customer: today i finally received the earrings ive ordered from you – order: ******** after 3 weeks!
Valued Customer: i was quite surprised to find that what i received is not what ive ordered
Cody: I’m sorry to hear that you have received wrong item. I apologize for the inconvenience caused.
Cody: For security purposes, could you please verify the full name and billing address, including the city, state and zip code?
Valued Customer: sure
Valued Customer: yoav niran
Valued Customer: ****************
Valued Customer: uk
Valued Customer: great
Cody: Since you have received a wrong item, I will help you with the return for a full refund and you will have to re-order the item to receive a correct item.Valued Customer: i have to say im very disappointed
Valued Customer: not only did i have to wait for this long to receive what i bought but now i have to do that all over again?Cody: I completely understand your concern, please accept my apologies for the inconvenience.
Valued Customer: how do you even send the wrong product, very unproffesional, i know its not your fault but it looks really bad
Cody:I will help you with the free return shipping label via email.
Cody: *to return the wrong item.
Cody: Click here to view our International Return PolicyCody: Shall I go ahead and setup the return on this item and provide you the return instructions through this chat?
Valued Customer: yes please
Valued Customer: im surprised you dont offer any kind of compensation after such a bad experience…
Cody: I understand that it is a very bad experience, but we do not have any option to issue compensation for the international orders.
Cody: What is the email address that you would like us to send the return instructions to?
Valued Customer: *****@gmail.com
Valued Customer: sorry, thats a very bad answer.
Cody: I have setup the return on the wrong item that you received for refund.Cody: We will email the return instructions to you at your email address ( ***@gmail.com ) used to register with us and you should receive it within 24 hours.
Valued Customer: so ive ordered from you, paid a lot more for shipping, waited 3 weeks, didnt get the product ive ordered and you cant offer me anything? does that sound like it make any sense?
Cody: I agree to what you said. However we will not be able to offer a discount on the international orders. I sincerely apologize for the inconvenience caused to you.
Cody: We will notify you via (****@gmail.com) email address with the details of your refund.
Cody: You will receive your refund via the form of payment that you used.
Cody: Are there any further questions for me?
Valued Customer: ok.
Valued Customer: no more questions.
Valued Customer: i can tell you that you have lost me as a customer forever though
Cody: I’m sorry to hear that, but you are always welcome to Overstock.com.
Cody: Thank you for contacting O.co, Overstock.com’s shortcut.
Life of a geek and a part-time poet 
Hello Yoav,
My name is Marc Haldin, and I work for the executive offices of Overstock.com. I would love to help you out with this issue. Unfortunately I am unable to locate your order with any of the inoformation above. If you could email your order number to social@overstock.com I would be more than happy to look into this for you.
Regards,
Marc Haldin
Executive Offices
Overstock.com
Sent an email to social@overstock.com yesterday morning (UK) but havent heard back yet…
Yoav.
More progress to report… I have been contacted by the Overstock offices to apologize again and to notify me that they have requested the company that deals in the UK (FiftyOne) to offer me a “service gesture” of 20 pounds… I haven’t heard from FiftyOne yet by the way…
If you ask me, if Overstock was really and sincerely ready to appease me they would have sent me the pair of earrings I ordered on their own volition using the fastest method available but obviously that didn’t happen.
Interesting as well that it took a blog post that got some attention in order to make them “come around” on the compensation front…
Yoav.
Hi Marc, this blog is a testament of how bad your warehouse operation is. Maybe it’s ok for US folks coz of easy returns but for us international folks it is the worst nightmare ever,
I will not shop on Overstock until you make good on all those decent folks who felt scammed by your website.
Not great service. It sounds like their problem is around operations and until they sort that out they could have the best chat software in the world (LivePerson) and it would make little difference to the outcome you’d have got.
Until they change their internal processes and policies and empower agents then not much could be changed from an agent level in terms of how they can help the customer.
So to wrap things up. In the end I received the refund for the earrings (even before sending them back) and even received a 20 pounds compensation straight into my paypal account. I guess all’s well that ends well though I doubt I will be buying from Overstock again.
Now the only thing left to do is find a nice pair of earrings for my wife… anyone knows a good place for that? 🙂
I used to work for them and when I did they used LivePerson, so they must have changed. We had reps that were always just NASTY to the customers, I never understood it. They like to hire people and then fire the nice ones (myself included) and keep the people that will argue with customers and not try to make things right.
(No, I’m not bitter towards the company for letting me go, I found something MUCH better and less stressful. I’m just giving an honest opinion about how I saw people being treated by others while I was there. I couldn’t understand it.)
Marc is entirely full of crap and thinks he’s a professional. He’s a professional excuse-maker for Overstock, maybe, but that’s about it. After an extended horror-story to do with buying from Overstock (all they do is arrange sales for other people — they don’t make anything, they don’t do their own buying, how hard can it be?), Marc gave me piles of excuses about why nothing could be done. I guess a U of Utah degree’s about the same as a high school degree locally, because the local UPS lady fixed her part of Overstock’s chronic fuckup pretty much by snapping her fingers, which is more than Marc could do after some arduous long time on the phone (and hanging up on me twice, after leaving me sit 20 minutes waiting to get to him in the first place).
Never, never, never buy from Overstock. Unless you’re a lawyer looking for a target.
Tags: Overstock bad reputation avoid reviews customer service Marc Haldin shipping terrible
What I love, though, is that Marc has the nerve to complain about *other people* ripping him off. I’d pretty much call that turnabout’s fair play, Marc. Here he is complaining on some Forex trading board (I guess we know now why we’re not getting refunds; Marc’s throwing the money away on day trading).
“Marc Haldin, Salt Lake City, UT
Rating:
Date of Post: 2010-08-22
Review: FOREX Maximizer is a ripoff! It does not take trades! I have also asked Mr. Kevin long for my money back, as his guarantee states, over a dozen times and they just ignore me. Kevin Long is a scam artist! Avoid any product he is associated with like FOREX Shockwave It will also be a ripoff!”
And here I always thought those “takes one to know one/set a thief etc.” things actually worked. Too bad there, Marc.
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Well – after reading all this, I am seriously beginning to worry about the Panasonic BDT-220 blu-ray player (placed on 16th Oct) i ordered for my wife who is in india as of now
i shop online a lot and have had more or less pretty good experiences with other sites. The order has switched to being shown as ‘shipped’ and is leaving their international facility on the 18th – so lets see.
I really hope they don’t mess this up because my wife’s b’day present last year was late too (with another site) – and though she didn’t mind – she is beginning to think I ‘forget’ her b’day and make up these excuses – lol
Well good luck with that! 🙂
Also, good luck with the gift choice… if i bought my wife a blu-ray player for her birthday id probably be in big trouble 😉
It’s not because you aren’t an American customer that they neglect you, Overstocks representatives are like that to everyone. At this moment I’m pissed off at the shipping as well. I’ve spoken to two representatives and both have been liars on the shipping matter. I’m sure they train them to tell everyone that their package is in transit when they know very well that the post handler has not even received the item to mail out. It’s irritating and belittling. I will never shop there again, either. I would rather pay the extra cash to get my item on time. And I’m going to warn people away from that site. No wonder they offer free shipping or $2.95 shipping, as if to pacify us because it’s free after. Rudeness.
You sound like a crybaby. I love overstock.
thank you for your insightful comment!
Overstock sucks they are doing this to so many people including me! just do a google search and you will see a flood of the same.
The main problem seems as if it is because of you location. I continually shop at overstock and I have repeatedly received my items as requested in a short amount of time. I believe they are a very cheap, well-constructed website. They’re only problem is delivery. I mean, honestly that’s the only thing people are whining about. They are a great website but I suppose in others eyes are not good with international delivery. They just haven’t expanded/grown in that area just yet.
International shipping is painfully slow if the company is outsourcing it. Where I work, we do just that. If we get an order the day after pickup, they will be waiting an extra 2-3 weeks for the next pickup. I assume Overstock.com does the same thing.
good insight, thanks. no excuse for Overstock though…
I love overstock, I’ve only had a problem with them once, my item was never shipped to me even though the details said delivered, but i got my money back right away….its probably because your from a different country…just saying…..but it is a shame you received an item you had not order..im sorry to hear that. and congrats to your baby.
I ordered curtains from Overstock.com on Saturday, February 8th 2014, and they arrived on Tuesday, February 11th 2014. But the thing is they haven’t taken the amount out of my bank account yet. If I was a thief I could just cancel the order and get the items for free. What kind of company sends out product before they collect money?
I have been an online purchaser for a long time and I stick with my regular and reliable stores, rarely do I buy from Overstock.com but on this occasion there was this bed I wanted. Well the large bed headboard was sent in packaging only fit for a pillow, so inevitably the package was very damaged, a whole corner broken off and two large cracks in the top. Terrible, but it happens and that’s why there is returns assistance … or so I thought.
First my returns submission vanished, then customer service insisted that I return the 3 heavy boxes to a UPS store by myself (already helped the UPS driver bring them in as he came on his own and they were too heavy), then they told me I wouldn’t be refunded for up to 2 weeks, then they told me I would expect a home pickup one day in the next 2-10 days which suggests I stay home every day…. this was disgraceful and everyone else who goes through this must stand up to them. Finally they agreed to refund the money in 1-2 days and an inspector might be out within 10 days to view the damaged item, I got this in writing from 2 online chat agents … needless to say they lied and I have no money and just a broken bed … the fight continues, do NOT buy from OVERSTOCK.
So refund promised today, didn’t arrive today … so guess what, back on to customer service and again they extended their time frame and guess what … it”ll be in my account tomorrow … again!!! So I asked them where I get my lawyer to contact and she just ignored the question, I repeated it time and time again but she ignored it … so finally I gave up and said I guess I’ll have to find out where my lawyer contacts by myself … still no refund.
I don’t want a smashed up bed, I want them to take the bed back and refund my money … guess what, they just ignore everything I say or ask … Overstock has turned into a scam!
Another day and guess what … now we’re back to 1-2 days waiting for someone to give me an appropriate resolution … you know you’re losing when they even don’t bother to lie to me anymore.
I will never used Overstock again either. Ordered item received confirmation but long time in processing. Contacted customer service, put on hold as checked & was told order in and was set to leave warehouse by end of business. Two hours later they cancelled order w/o explanation. Frustrating as was gift & sent e-mail confirmation to my little niece of new rug for her new big girl room. Now searching for same item else where. Hours of inane contact w/ overstock & pro forma apologies sucked the brain cells from my head & their mea culpa was a $5 credit. I will stick to Amazon from now on..few more bucks for an item worth not dealing with amateurs.
I had a representative way worse, rude and tried to piss me off. overstock sucks and they think their customer service is some of the best!
I don’t think you understand how overstock works. They ship little to nothing. You had to place a new order so they had a new order to give to the supplier. We ship to Overstock customers and they make a big deal out of a misship or a defective item, however your complaint seems to be that you don’t like their working system. That live chat person seemed very polite and like he offered you a 100% refund. That’s as fair as it gets buddy.
I ordered a book from them. The book never came, but FedEx said it was delivered.
I spoke to someone about it and they half-assed said they would look for copy.
Fortunately, I ordered through Amazon and got a refund.
I ordered the book in January and got the refund in March.
I will never order from Overstock. Ever.
Recently I ordered a Queen size sheet set from Overstock.com. I live in the USA.
I ordered a Queen size set in blue and after a wait I received a King size set in Burgundy.
I called and finally got a shipping label to return it. The fellow on the phone convinced me to
reorder the Queen size set. I did and low and behold I received a White King size sheet
set. I do not have King size bed. What is wrong with them do they have Morons packing
there items? I will not order another thing from Overstock.com.
I am an Overstock employee, I have to apologize for that mishap and how you were treated by the chat agent. That is NOT how it is supposed to go. Our international department today is awesome. And honestly if you have questions, please call in and do not chat.
I’ve attempted to call in on numerous occasions from several different phone lines & every time I’ve had the same problem it never even rings just automatically disconnects me I have verified in every way possible that I was calling the correct number & it has been the exact same number I have been attempting to call so obviously calling is no better than chatting or sending an email to them because I have also sent numerous emails & still have never received a response this is very poor service & I will be sure to make anyone & everyone all around the world aware of this & i will also be reporting your company to the Better Business Bureau & every place possible to warn others of ur company to hopefully have some type of action taken to stop your company from scamming anyone else.
I wanted some bed covers. An item costing £52 landed up at £170 when shipping tax and duty to UK is added. How does that work? Also they say they pay the taxes to the appropriate authorities. I can’t see HMRC being happy about this. is this scam?
Oh god. I was ready to order a set of hard-anodized pan form their warehouse to be shipped internationally to Mauritius. It’s a 10-piece kitchen aid set, about $299. I see they accept Mastercard and have securecode, plus use DHL and according to Ian, i can also pre-pay import-vat so the parcel will come to me directly. But after reading this article and comments, I don’t feel too keen on placing that order. It’s like $100+ shipping. Am not sure i could go through with a screw-up. Do they employ compete idiots in the warehouse?
I can’t even test them on a small order because the shipping fee is so high. I selected 3 skillets for $28.99 and the international shipping was already close to $100.
I am trying to return a package that was sent from something I ordered. I cannot find the Overstock ship to address. I will never order from this site. I really hope someone has the time to shut this site down. Please send me your ship to address, as I will never order from you again.
I just spent three hours trying to get an Oder placed. Overstock SUCKS!
I paid over $745 for an area rug on April 5. The rug arrived a week and a half later with a 3 inch hole all the way through it. I immediately notified Overstock via phone, internet and online help. It’s now ONE MONTH later and the damaged rug is still sitting in my foyer and all I’ve heard from Overstock is that they are contacting the warehouse and how sorry they are. I’m so frustrated and can’t believe a company this large can have such horrible return policy……especially with a badly damaged product. So disappointed.
I have made a purchase on Overstock once, received my bed delivered to my door and was pretty much satisfied. However never purchased anything from them ever since because their search function sucks. Items descriptions suck too. So bye bye Overstock. Am out to the greener pastures.
Off topic, but the blue font on your theme background is extremely difficult to read. Just saying.
Ordered a chair “one-of-a-kind” from the website secure the order page got a tracking number but it never arrived on April 13 as I was promised. First overstock try to indicate that the order was refused because nobody was home to except the power chair which is bull. After contacting customer service not only did they refused to offer me the same chair in a different color in new condition but they acknowledge that they had place the order on a item that was not actually in stock and refused to give me any accommodation for their air which is a very poor way to do business. I am going to close my account and I will stick with Amazon moving forward where customer service has some meaning (please tell your friends don’t use overstock.com unless they want an unpleasant surprise or phantom inventory or receive hey substitute items they didn’t order!! Customer service is rude and they are completely on willing to accommodate anyone for anything but are more than willing to put no returns or exchanges on an item (customer service is a two-way street)!!!!
There is absolutely NO excuse for how you were treated, especially not the whole “but you’re an international customer” whining bullshit that they like to spew.
Here’s a thought, Overstock: if you ship to the UK and other countries outside the US, then don’t you think that you should take all matters into consideration?
Also, I think it’s disgusting how you had to place a new order instead of them refunding and helping.
Debenhams did that to my Mum at Christmas when a present she had bought me arrived extremely damaged in store, so she had to shell out another £50 to get me a new one, all the whilst they were rolling their eyes at her complaining…but, I do expect American customer service to be better, as that is what they are renowned for.
I’ve ordered from Sephora and Beautylish to the UK (cosmetics fanatic…) and whilst Sephora are a wee bit expensive, their orders have arrived in just THREE days! Beautylish have the most brilliant charges for UK customers, that I was absolutely shocked! Their orders come in four days, but I’ll forgive, haha 😉
I’ve contacted Sephora’s CS to let them know that I was pleased with them, and they sent me a lovely reply that states how much gaining my custom as a British consumer meant to them. Beautylish sent me a personal handwritten note to thank me!
More retailers who are based in the US but ship international should take this into account. If you can’t handle things going wrong, then please don’t expand your market until you can!
Common sense here, right?
I hope your child and wife are well 🙂
If you also need any sites for future tips, I’d ‘Amazon it’; can’t do no wrong, and you can get some gorgeous things sold by reputable sellers.
Not only did the system deceptively change my order as I entered it, they sent it anyway and denied I made the call cancelling it. Forget that verification number. They are liars.
They want you to eat their shit. Gone. I am so gone. Yea, they get to charge me for shipping.
Assholes.
I am going to post this all over.
I have ordered 2 canvas paintings. They were horrible. The trio of red trees had quarter to half dollar sized white spots on it. My sister is an artist and she fixed it. Had to add more color also. She said it wasn’t finished, it’s like they just stopped! I paid over a $100 for this screw up. The second canvas looked like they rolled a stamp over the pic, and didn’t fill in with the color! I repainted that myself. That canvas was close to $90. I should of just had my sister look at the picture online and paint it. It would have saved me a lot of time and money! I know it’s not overstock fault, but they definitely need to Ck into these companies! Don’t they have inspectors that Ck this merchandise!!! To say the least I will not be ordering anymore canvas paintings👎👎Seriously u need to Ck into this. I paid a lot of money, then had to have them repainted! What kind of company does business like this. Its ridiculous! I order most of my things from WayFair now. I get good quality and fast service! I cannot believe the rudeness and Bullshit u put ur valued customers thru.
Have you ever made a mistake would you want someone saying now compensate me more then giving me a refund ?
I’ll try to be a brief as I can as overstock.com completely insulted me as a client and I find their approach to me not only insulting, but border line criminal and discriminating.
On March 20 I placed order# 189691466 and paid $200 for 2-3 day expedited delivery confirming with customer service rep on the chat that I will be receiving this order prior to my international business trip on March 27. Chat rep assured me that I will receive all the items in my order before March 25th if I paid for the 2-3 days expedited shipping. That’s what I did.
On Tuesday, March 21st I receive email that some of the items were shipped out. On Tuesday, I decided to check on the status and see where these items are. First one was “Mason & Cooper Men’s Black/Brown Leather Jacket” and Overstock.com shipped it out via FedEx and the tracking number is: 708758064680 – when I went to FedEx.com and checked on this tracking number, it indicated that it was picked up in Brooklyn, NY at 11:57 AM and delivered in Seattle WA at 4:39 PM on the same day. That is not possible, there is no way it can happen unless there some kind of high speed rocket that delivers mail cross country within few hours. When I called Overstock.com customer service, they blamed me, almost telling me that I stole it. That’s just issue #1.
About 50% of the items were not even shipped out. Some of the items, USPS shipping label created, but order was never handed to the USPS, tracking# 9405510200882343957267. I was to blame by these disrespectful customer service people for that as well.
The rest of packages were sent out wrong shipping type, UPS ground -1Z2X1W770328063876, when I paid for 2-3 days expedited delivery . When I looked up estimated delivery date, UPS showed March 28 (1 day after my international flight) and I was supposed to receive it on or before 25th as chat rep mentioned above. I called UPS and was told that the only option is to have that package stay at the UPS office and I can pick it up when I return back to US. I did that, but few hours later, someone on sender side decided to intercept it and demand return to sender. When I called customer service this stupid rep started accusing me of doing it in the very nasty form. Again disrespectful and discriminating!!!!
The only one item that I received was 1 shirt out of list of items I ordered. Even that shirt was not the one I ordered. I ordered black collar shirt and they sent me white. UPS tracking of the return – 1Z3V832W0292349313
English is not my main language, but it does not mean I have jackass brain! I don’t appreciate being treated like an idiot by some stupid customer service people at Overstock.com. This is my first and the last experience with this stupid company forever. This was the most insulting experience of my life!!!! All I tried to do is spend over $1,000 on buying clothing from this company. I cannot believe what happen.
We purchase from Overstock the Samsun Washer Dryer (Gas Dryer). After 2 weeks was deliver all wrapped so you cannot see what inside The driver refused to wait to open and inspect, he told us the package not damage very little English speaking driver. So we open and recognize it is the totally different items what Overstock show in his website on the pictures. We called Customer service the agent also recognize the differences also the pedestal’s was missing. She told us need to transfer us to the Electrical department. she get back on the phone and told us someone will call us back after 3-5 Business days. We receive the phone call and the gentleman recognize the differences he ask to send the pictures from the delivered items. he told us he will call on Monday – nobody called we saw on the website the RA # initiated and the re -deliver start to process- but after 1 days the re-deliver was cancelled and when we called was told us it is out of stock no info when going to have this style again. so I here with no Washer Dryer I paid for the scheduled installation and take 2 days off from work to wait for the deliver and the next day installations. It is totally unacceptable we understand mistakes but should find the solutions but do not want to try anything. I do not recommend to buy anything from Overstock
Who buys major appliances from a website? Ever heard of an appliance store or department store?
I was ripped off as well and my wife made a youtube video about it furthermore she records how she tried to make a bad review of the product and or overstock and they declined the bad review they are censoring negative reviews and selling products that dont work or look nothing like the images. heres the video of how overstock scammed us https://youtu.be/2O_7VbaQmfE