Unreasonable Return Policy...Will Never use Overstock.com again
Written: Dec 12 '08
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Be forewarned: The return policy at Overstock.com is completely unreasonable. Also, Overstock.com does not back the quality of the items they sell.
I recently purchased a $70 daily use 'Hampton Forge' silverware set from Overstock. The package did arrive quickly and in less time than they predicted.
However, upon inspection of the flatware, I found the quality of the pieces to be extremely poor. Most of the tynes on the forks were bent or misaligned. There were sharp barbed edges on many of the pieces. All of the pieces had scratches or abraisions on the 'mirror finish' claimed in the product description. Several of the pieces had spots in the finish where the silver coating appeared to be missing or very thin. In sort, in terms of quality, I would have done better buying a set of flatware at the local dollar store.
I contacted Overstock regarding a return and refund. I was informed that per their policy, the buyer must pay for return shipping in all cases except when the wrong item is sent by Overstock. OK...I can sort of understand this. HOWEVER, their website gives many cues that if you open the packaging to inspect the item, it is likely that upon return, Overstock.com will consider the item 'used' and issue only a partial credit, PLUS charge the return shipping as well.
After reading numerous complaints on this site and others, a common complaint is that buyers returning items are issued only partial credit because the Overstock warehouse staff assess the item is 'used' and therefore not fit for resale because of ANY signs of human contact. For example, many report being told the inspector 'found a hair' on the item, and therefore issue an insulting partial refund.
Because of this, I have decided to keep the pitiful quality flatware set and perhaps give it to a charity. I will not take the chance that if I return the set that their 'inspectors' might find a fingerprint and minimize my refund because I actually removed the pieces from the box to look at them.
Also, I chatted with one of the Overstock.com online customer service reps and voiced my concern that if I sent the set back that I would be penalized for opening the box. He offered no reassurace at all, typed boilerplate text cut and pasted from the return policy section of the site, and was of no help. The few times he did actually attempt to address a concern, his responses borderlined on rudeness.
I have learned my lesson and will shop online only with reputable sellers who have an established history of actually backing up the quality of the products they sell.
Shop at Overstock.com at your own risk. Two thumbs down from me.
Recommended:
No
What product did you purchase or try to purchase? Hampton Forge Mirror Bistro Flatware Set
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