Poor customer service - inflexible, scripted. Shipping issues
Written: Jul 27 '05 (Updated Oct 30 '05)
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I've placed only a few orders with Overstock.com to date. The electronics items I've received have been somewhat well packed for shipping (typically, the item is wrapped in bubble wrap and covered in a heavy plastic bag). and have worked so far. Based on the poor customer service experience I had with the latest order, I’m inclined to look elsewhere for products first.
Overstock had shipped the wrong item on my latest order. The outer plastic wrapping on the shipment had the correct address and order number. However, the contents and invoice on the inside were intended for someone else.
Customer service was willing to send me a return shipping label and would send me the expensive item I ordered as soon as they received the wrong (inexpensive) item I had received as a result of their shipping error. Several polite requests to have them expedite the replacement order fell on deaf ears, as they were insistent on receiving the wrong merchandise before sending me what I had actually ordered. At one point, the customer service rep even suggested I could expedite the order by placing a new (duplicate) order on the web myself at my expense. Talking with a customer service supervisor produced no real progress.
In light of Overstock's unsympathetic customer service, and a potential 7-10 day additional wait for my order, I decided to ask for a refund. Overstock sent an email with a link to a DHL return shipping label I could use to ship back the wrong item. I promptly returned the wrong item to them.
To my surprise, the original item I ordered arrived a few days after the wrong item.. This makes me wonder how well Overstock is able to track their shipments. For example, why didn’t customer service know that my item was still on it’s way, despite my receipt of the wrong merchandise?
I sent Overstock a brief email notifying them I had actually received the item I ordered so they wouldn’t process my refund request. As an example of their often scripted customer service, I received a reply that contained the following happy text:
Thank you for shopping with Overstock.com, and for letting us know that you have received your (item). I am glad to hear that you will be able to make use of this great item. Our simple formula for success is a satisfied customer.
I do apologize that you had reason to contact us about this item. Thank you for making my day and taking the time to tell us you were going to keep the item. I really appreciate the time and effort you took to acknowledge our service. Hearing positive comments is a great way for us to know that we are giving you what you want, and helps us to be even more on target in the future.
Please visit our site again soon. We add new brand-name products at great savings every day! If we can be of assistance on any other issue, please do not hesitate to ask.
Pros:
Discounts on refurbished or discontinued items.
Low shipping fees.
Able to track orders online once you log on to your account.
Cons:
Merchandise not always sold in retail packaging.
Scripted customer service. Items not always packaged well for shipment.
Bottom line:
Overstock.com might be a good source for refurbished items. However, if you should have a problem with your order, you may not receive good customer service and support.
Recommended:
No
What product did you purchase or try to purchase? Electronics
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| Response To Review from Merchant |
Re: Mixed customer service
Aug 02 '05
Dear Customer,
I apologize for the difficulties you have had with receiving your order. I agree that the problems you have had are not acceptable, but they are not an example of what is experienced by most of our customers.
Please allow us the opportunity to demonstrate we truly have customer satisfaction as our number one goal.
We understand that it is frustrating waiting for an incorrect item to be returned before the replacement order is released and shipped. Unfortunately, the program that we are using at this time is not adequate for our customers so we are working on a new program that will allow us to assist our customers in a more friendly environment.
Our customers will be able to cancel or change information on orders up to four hours after ordering, and allow us to send a replacement order out as soon as the original order is in transit back to the warehouse.
I understand that this does not help to solve your problems, but want to assure you that customer satisfaction is our number one goal and we are working to fulfill requests made by you the consumer.
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,
Wade H.
Escalations Specialist
Overstock.com
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Epinions.com ID:
technofan
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Reviews written: 8
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