Their Customer Service is Horrendous
Written: Sep 16 '05 (Updated Sep 16 '05)
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I have ordered twice with them. The first time everything worked very well (very timely, and I got what I paid for).
The second and LAST time I ordered with them I had to deal with their customer service department, due to shipping problems.
I ordered on Aug. 22 2005 assuming I would get my textbook in time for my class that started Sept. 6. The post office lost the package (I called various places that the package should've arrived at according to the tracking -- and they said that it was decisively lost. Then they said that the shipper would have to request a tracer).
Overstock.com refused to either send another book or issue a refund when I talked to them the 31st of August. They said that they would need to run a tracer first. Since I still haven't received my refund (Sept. 16th) I tried using the IM customer service. The customer service manager I talked to (Jason Beason) said that the tracer hadn't been started, and that "My supervisor does not speak with customers" when I asked for his supervisor's e-mail. It's really nice to know where their priorities are.
Bottom line is that I don't do business with companies that behave in a fraudulent manner, and I can't recommend them.
However, I would strongly recommend SoftPro books ( http://shop.store.yahoo.com/softpro/ ) for textbooks, because they really helped me out of a bind that Overstock.com helped me into.
DON'T USE OVERSTOCK.COM. IT IS YOUR MONEY YOU ARE RISKING IF YOU DO. SPENDING OVER $80 FOR LITERALLY NOTHING (which is exactly what I've gotten so far) IS A BAD IDEA!
Recommended:
No
What product did you purchase or try to purchase? Text Book "Speech and Language Processing"
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| Response To Review from Merchant |
Re: Their Customer Service is Horrendous
Oct 19 '05
Dear Customer, I am sorry that your recent contact to our Customer Service center was so frustrating for you. Please note that our customer service agents may not have access to all of the information that you were requesting of them, and it was not their intent to withhold information regarding the status of your order. Sometimes they must escalate issues to a research team for further review and response, which does take a few business days to resolve these escalated issues. I apologize for any inconvenience caused by this issue, and please know that we are committed to correcting any errors that have occurred. Please allow us the opportunity to demonstrate we truly have customer satisfaction as our number one goal. 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, Brandon S., Escalations Specialist Overstock.com
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