Low prices & Shipping HIGH prices for Returns
Written: Dec 28 '04 (Updated Dec 28 '04)
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I have been an overstock.com customer since 2001, before the big "O" commercials and the advertisements that clutter website tops and bottoms.
The website sells everything from blow dryers to out of country furniture. It's always different merchandise, almost never the same thing for more than a month. It’s almost like your local TJ Maxx or Ross only Overstock.com has more selection. Overstock.com is a discount store with overflow merchandise. Most stores only keep stock for a certain amount of time, so they replace the merchandise with new stock and get rid of the old stock. For example if you local department store orders 5000 pairs of "brand" socks and in a months time only sells 4000, It’s a good chance that a store like overstock.com will be buying the last 1000 for a bulk price.
I've bought a designer watch for $220 less than it costs in my local mall jewelry store. I've purchased a name brand down comforter for more than 50% less than original price. Recently I have bought 2 pairs of shoes as a gift to my father who has diabetes and has special needs in a shoe. I found great prices on both pairs.
The great thing about overstock.com is that you can find almost anything for a great or better than great price. Also, the shipping is most often only $2.95. You can't beat that!
The cons are strict return policies and the inability to try shoes or clothing on. Most people (not all) don't read the policies word for word. I usually read them and decide if it’s worth the risk. Well, I just discovered it’s not worth the risk at overstock.com.
Like I said I purchased two pairs of shoes for my dad. I paid $2.95 for shipping and $99.98 for both pairs of shoes. What a deal! Both pairs of shoes were shipped to me in the same box with the same order number. The shoes unfortunately didn’t fit my father. I returned to the website to initiate the return process. First you have to go to your account page. Then you have to go to the returns page. You have to click a button saying you would like to return the item. There all several rules you must follow in order for them to accept your return. You are required to initiate the return within 20 days of the purchase. You must have the original box that the product came in. You must ship the product back in its original condition. You must wait for a confirmation email from overstock.com stating that you are allowed to follow through with the return. This email does not come immediately. Then you have to print out the return email stating your return number. You then put the printed return email into the box that was shipped to you and find a shipping company or USPS to ship it back for you. They advise you to pay for insurance on your return package. It’s required that they receive your return within 30 days of purchase date. You are required to write the return number they provided in the email on top of the return package.
Two weeks after I sent the returned shoes to Overstock.com I received two separate emails confirming my return and my credit for the shoes. I have assumed that since the shipment was sent back exactly as I had received them I would only be charged ONE processing fee. I was mistaken. I was charged $4.95 for each item returned. I SHOULD have read the return policy more carefully.
The bottom line of the return is as follows.
$99.98 for two pairs of shoes
$ 2.95 shipping
$102.93 Total
Return fee $4.95 each item
-$2.95 original shipping charge
Refund $90.98
Shipping fee for USPS + insurance $14.98 (shoes were heavy)
I basically PAID $27.83 for shoes I do not have.
This is NOT worth it. So I thought Overstock.com would understand how ridiculous this is. They would surely see that this is not good business. So I went to the customer service page. I found an area you could chat live with a rep from overstock.com. This was our conversation:
Please wait while we find a representative to assist you...
You have been connected to Adria S.
Adria S: Welcome to Overstock.com, Kelly! How may I help you today?
Kelly: I was charged a $4.95 fee twice on one order return. I ordered two pairs of shoes for my dad. They didn’t fit him. I returned both and charged $4.95 for each pair even though I ordered them at the same time. They were shipped in the same box and I shipped them back in the same box. So all together it cost me $25.00 just to buy and return two pairs of shoes. That’s not good business
Adria S: Kelly, I will be more than happy to assist you with restocking fees. Please give me a moment to begin researching your issue.
Adria S: May I have the order number?
Kelly: yes I have two even though I ordered them and they were shipped at the same time in the same box. XXXXXXXX. Oops only one sorry.
Adria S: For security purposes, would you please verify the name and billing address on your account?
Kelly: Kelly XXXX
Adria S: Thank you! Would you mind waiting one moment please while I research your account?
Kelly: No problem
Adria S: Kelly, thanks for holding. I apologize for the inconvience, but the policy for return items is that you have to pay a restocking fee for each item. They are not considered 1 item.
Kelly : It's very unfortunate that this is your policy. No one should have to pay out so much money just to return two pairs of shoes that didn't fit someone. Especially during the holiday season. I have told so many people about your site since 2001. I am so disappointed that overstock doesn't value their customers.
Kelly Lyngas: overstock
Adria S: Kelly, we do value our customers, however our policies are clearly stated when you initiate a return on an item. We advise of all fees before the return is accepted.
Adria S: Is there anything else I can assist you with today?
Kelly: As I said this is unfortunate. I'm sorry you couldn’t help me. Have a nice holiday
Adria S: Before you go, could I interest you in our Xbox - Tony Hawk Underground 2 video game? This item sells for $45.95, which is an 8% savings off the regular list price. If you would be interested in purchasing this item, please click the link below to be taken to the product page.
http://www.overstock.com/cgi-bin/d2.cgi?PAGE=PROFRAME&PROD_ID=752637&cid=60279&fp=f
Adria S: Thank you for contacting Overstock.com!
Your session has ended. You may now close this window.
It was frustrating that this $4.95 per item was the policy and knowing my disappointment in the situation they still tried to get in another sale at the end of the conversation.
Overstock.com has a wide variety of merchandise to choose from. The prices are almost always fantastic. The customer service is easy to find and there are several ways to contact them. The shipping fees are very low. So if you know what you want and you know exactly what size, this is the site for you.
I would advise against buying clothes or shoes on overstock.com. The risk is too high! You never want to pay money just to shop. The policy is not a good one if the customer has to pay $27.00 for nothing.
I probably won’t shop here again. It’s a shame since I have been a customer so long. It’s the principal. I should have read the policy more carefully, however it’s a bad policy.
Recommended:
No
What product did you purchase or try to purchase? Dunham Men''s Black Oxford & Brown Oxfords
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| Response To Review from Merchant |
Re: Low prices & Shipping HIGH prices for Returns
Dec 30 '04
Dear Customer,
Your business is important to us, and I am sorry you have had reason to be concerned with the expenses involved regarding your recent return. We strive to be upfront with all of our policies, and I am sorry if you missed the details of our return policy in the Customer Service section of our website. Please let me explain why we charge a restocking fee, and do not pay for return shipping on an item that is being returned for changed mind or if a customer mistakenly ordered the wrong item.
We do not pay for return shipping for the previously mentioned return reasons and we do charge a restocking fee because there are numerous costs involved in accepting returned merchandise. For example: we must have additional staff to handle the processing, inspection, restocking and to file the necessary paperwork to process the adjustment to inventory and credit back to customer accounts.
To issue return shipping labels for customer returns where the wrong item was ordered, or it did not fit properly, or a customer simply changed their mind would not be cost effective, and would substantially raise our website prices for all consumers. We would only pay for return shipping and waive a restocking fee on a returned item when the reason for return is our error or a carrier issue.
Many online retailers, especially those who deal in clearance and liquidation like us, do not even have a return policy. With them all sales are final and there is no option for return.
The $4.95 restocking fee is deducted on all changed mind returns for non-electronic items purchased from our website. The customer is responsible for all return shipping costs. We do charge a 15% restocking fee on all items returned from the electronics and computer departments. This return policy is stated on our web site and was displayed on your online invoice when you processed your return. Thank you for allowing us the opportunity to explain.
I do hope that this experience will not deter you from shopping with us for other products. I would certainly encourage you to contact our Help Desk at ceooffice@overstock.com to address any additional concerns you are having. We truly value your opinion and look forward to your next order with Overstock.com.
Sincerely,
Ryan R.
Escalations Specialist.
Overstock.com
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