Overstock.com Customer Service

I ordered a gazebo and the shipment arrived missing one out of 6 boxes. I called customer service 8 times within two weeks trying to get my missing parts. They just kept telling me their oversize department would have to handle it, and they have escalated my case and the oversize team would call me. Nobody ever called me. I called to initiate a return and refund. The CS rep told me he had initiated the return, I would get a refund withing 3 business days, and the freight company would call me to arrange for the pick up. Guess what? Nobody ever called me. No refund. I called CS again and they told me the exact same thing... they escalated my case and their over size team would call me. I asked to speak to a supervisor, they refused. I demanded, I yelled. The CS rep said to hold, he would find a supervisor. I was on hold for literally an hour. The rep would break in every 10 minutes or so to apologize for the wait and to wait some more. I never was allowed to speak to a supervisor. I have not received any resolution as of 2 weeks later. This is the worst company I have ever dealt with.

Purchased gazebo 24 months interest free then they sent me statement with interest. Said I'd have to file complaint with some bank in Columbus Ohio that handled their credit cards. 5 months later bank decided in their favor and then two days later sent me a letter saying they no longer do overstocks credit.
I lost $375 in interest and just sent full payment and paid them off. They ripped me off $375

I placed an order on 5/12/23. All went well. Today I decided to go into my account and I noticed that my credit card was kept I file. I tried to take it off and it wouldn't allow me so I called customer service. She tells me that it cannot be done that is stays on there for a minimum of 4 yrs so I asked her to close out my account. She first said she couldn't and then she says she will sent me a link to cancel my account. I follow the prompts to close account thinking I'm good. An hour later I get an email telling me that they can't close out my account for a minimum of 4 yrs for tax purposes. I get a second email asking me to take a survey about my experience with customer service so I figure great I will give them a terrible review. After I hit submit it took me to the website and I noticed that there were 2 items in my cart. I click on the cart and see 2 items totaling 1700.00. Which I never put in my cart. Now I know I am in trouble. I had to call my credit card company and have them cancel the card and issue a block from anything overstock ever tries to place on my account. This company is so gross.

For at least the second time spanning years, initiations of unauthorized charges have necessitated cancelling a credit card number and reissuing.

I purchased a sofa that was advertised as leather, paid $1000 each for two of them. What arrived was very clearly not leather. It was cheap and a scam, like ordering what you thought was a rolex - only to arrive with a dead battery.

The third party company would not let me return. Overstock said "hey you've got to take it up with the third party company" - so I tried to make the best of it. One of them broke within months, a leg snapped right off. I asked the company do they warranty their work. I'm sure you can guess the answer, that defeats the point of the scam.

Once again, I reach out to overstock - ? ♀️ is their response.

Do not purchase from overstock.

I ordered from Overstock based upon lower price and same arrival date as Amazon offered.
Now that the "order by" such and such time "to receive by" date has come and the item still hasn't even been shipped, I'm irritated.
Their cancellation policy gives you 30 MINUTES to cancel but they allow themselves as much time as they like to ship by providing estimated arrival dates.
Lesson I learned is to never again order from Overstock.com

Very poor customer service. I purchased a patio set that was advertised as gray with teal cushions (Honolulu set). It arrived with gray cushions. When I contacted support, they had the nerve to blame me for selecting "gray", even though their support people should have known that the color selection was for the wicker color, not for the cushion fabric color. While all I wanted was the correct cushions, they told me I could return the set but would have to pay shipping costs.
Very unpalatable, disrespectful company.
I will never purchase from Overstock again.

Purchased a product in December through a marketplace seller on overstock. Immediately was unhappy with product and proceeded with return process.
It took eight customer service agents over two months to tell me the marketplace seller would charge me a 20% restocking fee (not published on website until I began questioning) for a $100 coffee pot.
Absolutely will not shop there again and I was a loyal customer for years.

Returned item which arrived damaged over a week ago and no refund??

I have attempted to resolve issue with order shipment and return since September 23, 2022.
Agents are very friendly (based on scripts) but their interpretation of situation is limited. Also, the information on data base misrepresents the facts to confuse both agent and me.
I am forced to dispose of product that should have been picked up

3/25/22 I ordered 2 chairs. as of today 5/17/22 they are still showing only processing meanwhile they have my money. I have contacted customer service three times as of today to try to cancel the order and get a full refund. Today I am told they can refund 90%. I told him 100% today or I woujld be filing a complaint to the BBB. He pleaded with me to wait as he is expiditing my case and I will be contacted immediately and will be given a full refund. I have been waiting over 30 minutes with not call. I have filed a complaint to the BBB.

worse customer service team ever!!!!! Purchased a vanity, mirror, sinks and marble top. one of the porcelain sinks was cracked. Every time you call you get a different person and no one knows what is going on. It is now 1 month since my bathroom has been out of commission and i am still waiting on a sink. Already received the bill you can be sure of that

I have to start from the beginning.I make a payment from my citi bank checking account early in December 2021.First it does show processing ,but later a week it was denied reason my bank account routing and check account do not match. I double check too many time s.I am 200% ，that I enter routing and checking account are correct. I have been make payment to best buy ,Walmart,target,Amazon,capital one.They never have problem return like overstock bank did.Now overstock charge me for late fee.I called and spoke to supervisor at overstock CS about 20 minutes on early dec. She promise me to waive late fee.she ask me tobuy a money order $75.41,and mail it to overstock payment center.I did send out on Dec around Dec 10 2021.However it take overstock process my money order on Jan 02 2022,it take so long process deduct my account.Since it was a delay from overstock end,now they charge me for extra late fee and return fee.I called dispute a charge.CS name Francisco told me that,it take up to 2 month for dispute result.I must paid balance $31.42(late fee).if I will continue to get charge for late fee.I will continue file a complaint until my overstock card remove overcharge $31.42,then balance to be $0

How do I detest thee, let me count the ways.

Entire supply chain lies for years.
You click and it immediately ships? Miraculous considering shipping times.
Pre pandemic, mid pandemic, post pandemic.

I'm done with your impossible double orders impossible returns and shotty customer service.

I don't even have to dislike the product line the ensnare purchase to poor fulfillment result is enough.

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.

Overstock Order # 336297107
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 with no contact, 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.
I can only wonder what story or excuse they will come back to me with now!

A bunch of idiots. Chair took two weeks. Then arrived broken. I ordered early enough to get it before my vacation date. Overstock dropped the ball. Their mindless customer service reps are useless. Never again. Amazon Prime would've been a better solution.

I ordered three pairs of shoes and they showed up in a size bigger. I hate overstock .

These people try to rip me off for $1000 got a refund of 200 and still pending have no couches horrible just horrible I would not recommend overstock for anything

March 18,2020, delivered March 23 I purchase a dining room tablet set. November 24, 2020. The tablet was on the floor when i got home from work. I contacted Overstock customer service and I was told I had 60 or around that to call. Now my question is how could I have known that a brand new tablet would just break like that? I am add this comment before I go to FTC.gov

my first order from overstock was never delivered... they sent me text and emails saying that it had been delivered.... apparently they gave ups the wrong delivery address... they refused to issue a credit and said that my product would be delivered in 3 to 5 business days... all they did in customer service was say they were sorry

why can i not get any cooperation in returning a defective item i have already sent back once and had the broken item returned back to me with no explanation. i requested a new item or a refund at the time. at this time i now want a refund on the item and i can not get a return label sent to me. this has been the worst customer service i have ever had in my life. all i get are excuses.

I brought one comforter set and you guys in eaten and you took it out of my account I want my money put back in my account and you sent me the wrong size I needed a clean and you sent a king please put my money back in my account and send me the right time being that I ordered

I purchased a Sunjoy 10x10 Gazebo with Netting and Khaki Canopy from Overstock on August 11,2020 for $300 Order# 3037180005. I was told it would be arriving on August 24,2020. I was given a tracking number. When I click on the tracking number it confirms that it has been shipped and is in Morrisville, NC at the UPS location where I live. I never received it. My husband called Overstock last night on August 27, 2020 and spoke to a Customer Service Rep. He was informed that it actually never shipped and was out of stock but his debit card was charged the $300. She said she would check the warehouse and call him back in 4 days to confirm. I am very upset as to why Overstock would let us purchase an item that was out of stock and then send us a tracking number to an item that was never shipped and then charge our debit card. If we would have never called to track this item I guess it would have just been in limbo and we would have never received an updates. I am highly upset with Overstocks lack of communication and customer service and will never recommend or do business with Overstock again.

I purchased a Sunjoy 10x10 Gazebo with Netting and Khaki Canopy from Overstock on August 11,2020 for $300 Order# 3037180005. I was told it would be arriving on August 24,2020. I was given a tracking number. When I click on the tracking number it confirms that it has been shipped and is in Morrisville, NC at the UPS location where I live. I never received it. My husband called Overstock last night on August 27, 2020 and spoke to a Customer Service Rep. He was informed that it actually never shipped and was out of stock but his debit card was charged the $300. She said she would check the warehouse and call him back in 4 days to confirm. I am very upset as to why Overstock would let us purchase an item that was out of stock and then send us a tracking number to an item that was never shipped and then charge our debit card. If we would have never called to track this item I guess it would have just been in limbo and we would have never received an updates. I am highly upset with Overstocks lack of communication and customer service and will never recommend or do business with Overstock again. Please contact me at [email protected] or 919-414-0427. This horrible business practice is highly unexpectable! Looking forward to hearing from you.

We were very pleased with the customer service we received from overstock.com yesterday and today. Yesterday, a customer service rep completed a cancellation of a rug we had ordered that was on back order;the cancellation through quickly. We also requested a return shipping label for the matching runner that had already arrived. The agent said he had emailed the return shipping label. This morning when we were not able to find the shipping label anywhere in our email we texted again, answered a few questions, and were linked with a live agent named Mariah, who was quickly able to ascertain that an error have been made. She issued a second return shipping label and within a couple of minutes it appeared in my email address. Considering the huge number of customers who are probably shopping atoverstock.com during the holiday season and following black Friday/cyber Monday, I consider this to be excellent customer service, because Maria understood my concern, was polite, and friendly and resolve the issue quickly. Very pleased five ✨✨?

I ordered a bedding and had a lovely experience. Thank you!

To Arianna D. at Customer Care.

Thank you so much for your help regarding delivery of my purchase .- Take care and all the best to you.
Susana Serling.

I Had A Delightful Customer Service Experience This Afternoon! I Called Because A Product I Bought
Did Not Live Up To The Other Same Product I Had Bought In The Past! I Discussed All My Concerns With A
Customer Service Representative And We Decided That A Price Reduction Was In Order!!
I Was Going To Return It Or At The Very Most, Exchange It For Another One!
I Feel So Much Better, Now, And Plan To Keep An Eye On Overstock In The Future!!

At my age I have dealt w/many company's CS Depts. OS, is by FAR the BEST! Not just one Representative but many to name a few, Rochelle Thompson,Patrick Iosefa & Kevin B. I was amazing w/these 3 plus. Everyone knows their job are informative, patient & willing to assist in any way possible. I wish I had everyone's name. I still can't get my order in time & it was the company's fault but because of their CS Dept, I will be shopping w/them a lot more often.

I purchased an area rug that was right online but not in my living room. I contacted overstock.com via chat--it was slow and annoying, so I disconnected. I sent them an email (around 11pm EST) and the person I'd been chatting with wrote that UPS would come in 2-3 business days. The following day, UPS came to pick up the rug and my husband had no idea what the UPS driver was talking about (I hadn't even seen the email response yet!)and UPS cancelled the pickup.
A few weeks later I CALLED overstock, they straightened everything out and reissued the pick up. I'm happy with the experience.

Kindest customer service rep EVER on the chat line at Overstock.com - Her name was Kaylee and she was totally helpful and polite. Also, she knew her stuff. Didn't have to wait three minutes between Q and A either. She was right there with the answers .... great service and great company

SO awesome!! I had lost instructions to assemble a bed I purchased. They sent the manual directly to my email the next day with an apology for having to wait for them. True and courteous and swift customer service. A true company that cares about their customers. 😊

Your customer represenative, Dave, was outstanding .Thank you for such wonderful customer service !Mary Sarkisian

AMAZING Customer service. They sent the package that had gotten tied up in their system overnight after I informed them of how important it was and they refunded my shipping costs. Will defiantly buy from again and I recommend them to everyone!

I would like to thank Nichole A. very much for being so supportive. I had heard Overstock has a great customer service. She proved it. I was very happy and recommended Overstock (mainly because of its customer service) to a number of friends.

I've had pleasant experiences with overstock.com. I ordered a hair blow drier and asked them if it was possible to return it beyond the allotted time for returns. It was a unique situation and the customer service rep listened to me and was very accommodating!

I have never had to pay return shipping on anything ordered from Overstock. The customer service except for one glaring exception has been perfect. And that was corrected by a supervisor. I have never had a restock fee charged for any return. I find everything I need at Overstock and the quality has been incredible. For the most part, the service has been pleasant and competent.

Just wanted to say a big "THANK YOU" for my experience ordering Caroline Medale Oriental Rugs from overstock.com. My rugs were so beautiful and the quality and design were far beyond what I expected. And the service! I placed my order on Mon. and they were delivered on Wed. I chatted twice on line w/your personnel and they were so polite and courteous and were patient and made an effort to answer every question to my satisfaction. Thank you so much and I look forward to visiting your web site often. If not to order - just to window shop.

Customer service quick --return labels slow!

We are not going to buy from you because the hammocks for father's day were less than described nice materials cheap ropes & construction as well as missing parts. very misleading & disappointing. we
are not satisfied want credit for RA#113291608A.
Thanks for answering the phones! The Johnsons'

I ordered a Faux Leather Futon Sofa Bed for my guest room. UPS delivered it with a big gaping hole that was the size of a basketball. The sofa bed was ruined. I called ups...they filed a claim...told me to contact overstock. I called, and was pleasantly surprised. They are shipping a new one out now. Right now. I should have it in a week. Great customer service, pleasant person. WOW! Love that!

I've been a loyal client of Overstock.com for over 8 years. Mistakes will happen, but...I have ALWAYS had my issues taken care of. It is extremely easy to contact their customer service department several ways.

If I have an issue with a shipment, or purchase, I contact them ASAP and always have my customer service issue remedied.

I love overstock.com. When HP wouldn't return a defective computer (they told me it was defective), overstock, where I bought it, ended up giving me a full refund even though it was six months later. I have returned items when I've bought their extended warrantee with absolutely NO hassle. I love the company.

Great service! Fast shipping. Very happy.

I love the "color block blue geometric rug, item #12042052 but I've been trying to enlarge the size to get a better idea of what it looks like overall. I have clicked on the enlarge area a number of times and nothing happens. I have viewed other rugs and viewed them enlarged without any problems. Do you have any suggestions? Thank you,
Jan

I recently purchased a refurbished Dell laptop and had it shipped to NC. The laptop arrived in four days. Arrived double boxed with the unit in the original box with all documents. Laptop looks as new. No marks of any kind. Not even finger prints.

I've been using Overstock for years, and the times I've had to return something have always been pleasant experiences from friendly helpful reps.

I always look first at Overstock before thinking of shopping elsewhere.

Seriously I don't work for them just a loyal customer

I have never had a problem with Overstock to date. I have been able to buy great products at a great price. I am always careful to only buy those things that I know will fit (as in jeans, already know what size I need from a particular maker) or things that I know I really want and will not return. For items where I am not sure, I stick to other vendors with a more lenient return policy.

Of note, many items are non-returnable and even though they state that information will be on the item's page, that is not always the case. Sometimes you don't find out until after you have placed the order and look on your order history page. As I said, you are safest if you only order what you are sure you won't return.

Fantastic Customer Service. Chat representative got everything i wanted done.

Maybe the auction site works different but I got to return my broken item for free and since they didn't have it in stock anymore they allowed me to upgrade to a more expensive item. That's GREAT CUSTOMER SERVICE in my book.

Hello,

My name is Joseph and I work at O.co, also known as Overstock.com. I want to offer my apologies to everyone who has had a negative customer experience with us. I want you all to know that we want to help each of you, and turn these experiences around for you. Each of you can email your order information to [email protected] and we will do our utmost to assist you.

Thanks!

-Joe