HORRIBLE. Basically stole my money. Won't give refund.
Written: Sep 17 '05 (Updated Sep 18 '05)
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| Full Review |
This company has the WORST customer service of any company I have ever dealt with. I placed an order on July 16, 2005, but when I received my boxes, I discovered that one item was not included. I then participated in their online chat (which their website recommends that customers use), and the customer service representative told me that they would have to put a trace on the missing item, which would take up to ten business days.
Over two weeks later, when I still had not heard back, I participated in a second online chat. The customer service rep stated that she would start another trace, which would take an additional ten days. When I then requested that a replacement item be sent to me upon completion of the trace, she insisted that the item was no longer available. The website, however, clearly indicated that the item was available.
Frustrated, I terminated the chat and contacted the company by telephone. I then learned that the first online rep had never started a trace at all, and the second rep had put a trace on the wrong item. The phone representative finally put a trace on the item and made arrangements for a replacement to be sent. She stated that this process would take ANOTHER ten business days. Thus, at the time the trace was finally started, it was almost a month after the date of my original order.
More than ten business days later, I still had not received any word from the company. I therefore called again, whereupon the customer service rep told me that she would send an "escalation" email to the company's warehouse stating that the trace was now complete and that a replacement item should be shipped. According to the rep, only the warehouse could send out a replacement item.
Over the next two weeks, when I still had not heard anything, I called the company two more times. Each time, the customer service rep informed me that she would send another "escalation" to the warehouse; that the customer service department had NO WAY of contacting the company's own warehouse other than by email; and that there was no way for me to contact the warehouse directly. When I asked whether they were telling me that I was at the mercy of this mysterious warehouse who nobody could contact directly, they said, "basically, yes."
On September 12, 2005, I still had received no word from the company and therefore called to request a refund, not a replacement. Earlier, I had been led to believe that a refund could at least be done by the customer service department, without going through the warehouse. The customer service rep made no apologies whatsoever for the delay, but stated that she had started the refund process and that I would receive an email within one to two business days confirming the request for refund.
As of September 17, 2005, and FIVE PHONE CALLS AND TWO ONLINE CHATS later, I have yet to receive any word from the company. It has now been two months since I placed the order, and I still have not received the item or a refund. I filed a complaint with the BBB, and intend on filing another with the Utah Division of Consumer Protection.
Recommended:
No
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| Response To Review from Merchant |
Re: HORRIBLE. Basically stole my money. Won't give refund.
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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skooshin
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