Is this a retail return process or a hostage situation?
Written: Dec 22 '06 (Updated Jan 12 '07)
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Overstock.com sells just about everything. They sell both new and factory-reconditioned products at discounted prices and offer reasonably priced extended warranties for most products.
Our old PlayStation 2 gave up the ghost towards the end of October. We figured we'd pick one up around Thanksgiving when all the good sales started happening. Well, PlayStation 2 was one thing there was no sales on anywhere. Even stores that sell used and/or refurbished ones only discount them by about $10.
I turned to the internet hoping to find a good deal online. I found a pretty typical price at Overstock.com, but along with a coupon code for 12% off plus free shipping, it quickly became the best deal to be found.
The order process was easy and I received the PlayStation quickly.
Unfortunately though when we finally went to set up our new PlayStation, we quickly discovered something was wrong. With each move of the controller, the image on the screen bounced. Thinking maybe it was a dirty/dusty contact we unplugged the controller and wiped the contacts, but still the same thing. So, we tried the old controller and as beat up as it is, it worked just find.
So, I set up a return with Overstock.com. Easy enough, the process is set up right through the order pages on the website.
As I finished the request, a notice popped up telling me that my return required an RMA and that I would receive that by mail within the next few days.
An hour or so later, I got my first e-mail notice. The "explaination" (sic) line in the notice that the return required the assistance of a "CSR" (it didn't say but I knew that to mean Customer Service Representative) and showed that I requested a replacement. A replacement? I didn't ask for a replacement. In fact, the return process does allow an option for requesting a replacement... And they told me I would receive a response to my inquiry within 1 day.
So back to the website and a quick note to tell them my return was simply that: a return.
The next day, I received another notice acknowledging my return request and pointing out their return policy. They told me I would receive another e-mail in the next 1-2 days explaining how to process my return. Still no RMA. (And I am beginning to feel like the guy running around town with the suitcase full of ransom money waiting for the next phone call at the next payphone...)
It's now three days later, I just received the third e-mail. There are full return instructions and the RMA is included. (Yea!) But, now they are telling me I have to wait yet another 24 hours to receive a return label enabling me to send back the defective item at their expense... (I am getting more and more nervous reading all these cliff-hanger e-mails. I hope I don't make and wrong move causing Overstock.com to blow away their hostage!)
I started on a Tuesday with this. It's now Friday. I will receive my return label supposedly on Saturday. Monday being Christmas, I won't be able to even ship the PlayStation back until at least Tuesday... An entire week just to be able to send back an item? I certainly hope they receive items and process refunds a tad quicker than this ordeal has taken so far...
Why so many steps to return one item? If this situation wasn't so comical, it would be absolutely ridiculous. Well, okay, it's that, too!
(Right now I'm thinking Overstock.com needs to back off of the television ads with all those people singing and put some of them to work taking care of their customer service issues.)
But, I'll keep you posted...
~*~*~*~*~
I feel a little guilty... No sooner than I posted this, the link to the shipping label showed up- ahead of schedule and much appreciated. So, I printed the label out and slapped it on the box and ran off to send the PlayStation back.
I was told that upon inspection, if the item is found defective I will received a full refund. If not, a 15% restocking fee applies. Fair enough.
It's been 6 days since shipping the PlayStation back. I am still waiting to hear on the refund...
~*~*~*~*~
20 days later: I never received any sort of acknowledgment that my return was received, let alone processed or credited. So, I checked my account at Overstock.com and "surprise!": there was a credit-in-full showing on my order page. No processing date, just a credit. Curious as to when this happened, I used the live chat feature and spoke with a rep. The rep told me that the return was received on Dec. 27 and the credit was applied on Dec. 28; he said I should expect to see it on my next credit card statement.
My thoughts: "WOW! Talk about service!" immediately followed by "Why didn't they let me know?!?"
Overstock.com had sent 4 e-mails over 4 days time before I could send back one defective item, but not even 1 e-mail was sent in the past 20 days to at least acknowledge receipt of the returned item or to let me know that credit was issued for the return... what's up with that?
Oh, well.
Recommended:
Yes
What product did you purchase or try to purchase? PlayStation 2
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Epinions.com ID:
eskualdun
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Location: Sparks, Nevada, USA
Reviews written: 25
Trusted by: 3 members
About Me:
I am a stay-at-home mom. I love finding good deals, especially on good products!
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