Their return policies and practices are unacceptable. Better alternatives are available.
Written: Mar 05 '04 (Updated Nov 05 '05)
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Update November 2005:
I am upset with Overstock.com for reneging on a return policy in effect at the time of order. Details are below, after general information about the service.
Overstock.com is a huge, obviously successful portal for purchasng items at (supposedly) closeout prices. They have major categories of Home and Garden; Books, MOvies and Music; Jewelry and Watches; Recreation and Sports; Electronics and Computers, Apparel, Worldstock, Health and Wellness; Gifts and Flowers. They have an extensive selection of items and I had bought luggage, books, CDs and DVDs with some regularity over the past seveeral years until I had difficulty with the return.
I have noticed an increasing presence for them as an option in the various price comparison services. I've also noticed that they have done mainstream advertising on TV recently, hoping to increase their volume. On the site, I have noticed a recent expansion into auctions. They also have a travel portal and buttons for new arrivals and liquidations.
I also noticed that they have a "club" available now where you can pay $29.95 and get 5% off and $1 shipping on each order for a year.
Just now, and when I was using them more frequently, the site was easy to navigate. The searches worked well, the product descriptions were generally very good and checkout always proceeded smoothly. I never had any trouble getting items reported in stock.
However, they refused to honor a product warranty in effect at time of purchase, citing a change in policy. This was on a Casio G-Shock watch I purchased in October 2001 that came with a three year written warranty. I met all terms of the product warranty supplied with purchase, including providing the original receipt and a copy of the policy.
They sent the item back with no comment except for a sticker that said "please see our new enclosed returns policy". The policy is shown below. The operative items are that each return gets a restocking charge and they keep their shipping charge. This is true even if an item is defective.
I am quite annoyed with overstock.com's handling of my return. However, even before the return I had basically stopped using them. I had discovered their return policy of charging a restock fee and their shipping cost even if the item is defective. I also found that the things I was buying from the such as electronic devices, books, luggage, DVD's and videos were available from other online vendors at comparable prices with better warranty and return policies.
So, my first recommendation is not to use Overstock.com. My second recommendation is use competitive pricing services such as CNET.com (technology), Epinions, Pricegrabber, Addall.com (books) and others to find high-service vendors at effective prices.
You don't have to give up an acceptable return policy to get effective pricing.
Thanks for reading. God bless.
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Recommended:
No
What product did you purchase or try to purchase? Casio G Shock Watch
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About the Author
Member: John Temmerman
Location: near Chicago, Illinois
Reviews written: 698
Trusted by: 349 members
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