Terrible customer service - order missing for more than 2 months
Written: Aug 23 '05 (Updated Aug 23 '05)
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| Full Review |
I placed an order in June for 2 different kinds of curtains (3 sets of one and 2 sets of another type). Order arrived on June 22, with 3 items missing from package. It's easy to see - the shipping weight recorded by carries corresponds to one curtain set package, not 2 or 3, as I ordered. I contacted Overstock.com immediately but was told to wait a week, as the remaining curtains may arrive separately. Called a week later (since curtains did not arrive) - customer service rep initiated some kind of investigation which was to establish what happened to the shipment. I was told it will take 10 business days for the trace to be resolved and then my merchandise will be shipped to me again.
Today is August 23, 2005, more than 2 months since original order was received. I have contacted Overstock.com 6 times, with various customer service reps promising to look into this situation, send e-mails to warehouses, send e-mails to the heads of warehouses, send e-mails to me, etc. No resolution occurred - the latest update is that the warehouse tracking system is broken so they can't tell me if the items have shipped. I have asked for the order to be canceled and a refund issued. I am going to wait 14 days before going to BBB, Consumer Affairs, and State Attorney General as this is clearly an unethical and illegal practice.
I have always been a happy Overstock customer but this is my first problem with an order and Overstock customer service so far failed miserably. I will refrain from purchasing from Overstock in the future if I can't get this issue resolved satisfactorily and soon. SmartBargains.com has prices comparable to Overstock, frequently has coupons and actually reolved a similar issue (some hardware missing) very promptly and responsibly.
Recommended:
No
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| Response To Review from Merchant |
Re: Terrible customer service - order missing for more than 2 months
Sep 01 '05
Dear Customer,
I'm sorry to hear that you have not received your order. You should be able to view the tracking information on your order at www.Overstock.com. From the top of our home page, click on "My Account", log in with your account information, and then click on "Order Status." You can then click the invoice number, and then on the shipping symbol listed next to the date shipped to view the tracking information. You could also call our Customer Service center to inquire about the status of your order at 1-800-843-2446, 24 hours a day, 7 days a week (excluding holidays). Items normally take 1-3 business days to leave our warehouse, and standard ground shipping should arrive in 5-10 business days from the ship date. Media items shipped via USPS media mail will take 2-15 business days to be delivered from the ship date as stated during checkout. Items shipped USPS are not always trackable. Items shipped to APO/FPO destinations will be delivered to the APO/FPO address within 5-10 business days. Final delivery of those items will be subject to the terms and conditions of APO/FPO services. We will make every effort to correct this situation for you, and we look forward to a continued relationship with you as a valued customer. We at Overstock.com truly appreciate your business, and we hope to serve you in the near future. I hope that an unfortunate experience with one of our shipping carriers would not deter you from shopping with us. I would certainly encourage you to contact our Help Desk at ceooffice@overstock.com if this continues to be an area of concern.
Sincerely,
Brandon S.
Escalations Specialist
Overstock.com
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