Buyer Beware--Awful Customer Service!!!
Written: Dec 19 '05 (Updated Dec 19 '05)
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Buyer beware! Overstock.com lures you in with good prices and cheap shipping, but if you have any problems with your order, don't count on customer service!
At first, I was excited to find a 4" memory foam mattress topper at Overstock.com for a great price. It was easy to order and arrived very quickly. Unfortunately, these are the only good things I can say about my experience. After opening the packaging, I discovered that the queen-sized memory foam mattress topper had been rolled and compressed to the size of a sleeping bag! I read the instructions directing me to slowly unroll the mattress and allow 24 to 72 hours for the mattress topper to regain its full shape. Seventy-two hours later I ended up with a piece of memory foam that had remained compressed in places, never to expand as intended and to top it all off, it wasn't even big enough to cover my queen-sized mattress! It was several inches too short.
After some research, I discovered that memory foam that is compressed or packaged for too long can be damaged and ruined. Apparently, this was the case with the mattress topper I received.
I initiated a return though their website, but decided I had better check with customer service to make sure I understood the procedure. I used the online chat option to "speak" with a customer service representative. After explaining the situation to the representative, he assured me that they would e-mail me a return shipping label and additional information about the return process.
Five days later, I contacted customer service by phone since I had not yet received the promised e-mail and return label. Again, I was told that I would be receiving it shortly--within one to two days. Three or four days after the phone call I sent an e-mail to customer service explaining my concern that I had not received the promised return label and information. I received a reply two days later(not within 24 hours as they state) saying that the e-mail with the return label had not yet been sent out and that they apologized for the inconvenience. The e-mail said that they had requested the third party manufacturer send the return label and stated that it could be several days to a week before I might receive it.
Essentially, they were putting me off--possibly hoping I would give up and then they would be off the hook for selling the defective item. As of today, the issue is still unresolved. I decided that I did not want to continue playing this game with Overstock.com, so I contacted my credit card company to dispute the charge. I am confident that the good people at my credit card company will be able to get my hard-earned money credited to me.
The mattress topper is not the only item I've purchased from Overstock.com, but I found the other items to be of poor quality and not accurately represented on their website. However, I have chosen not to return the other items due to the company's absurd return policy and charges.
Overstock.com obviously does not care about customer service and I will no longer shop with them. Fortunately, there are many other reputable online businesses that would be happy to have my business. You can be sure that I'll spread the word about the poor service I've received from Overstock.com.
Recommended:
No
What product did you purchase or try to purchase? 4" memory foam mattress topper
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