Mistakes, lies, inaccuracies, and poor management. Don't waste time or money with Overstock.com
Written: Sep 13 '11
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Beware: Overstock.com has provided the WORST service.
I placed an order for a small rug on August 27th. In the early morning hours of September 2nd, I received an email telling me the order shipped. However, it didn't ship. UPS had record that a shipping label was created, but they did not receive a package.
A few days later, I sent email to Overstock.com Customer Care, explaining the problem. I received a message telling me they'd respond in 2 days. I sent another note, insisting I needed to know what the status of my order was. Again, a note telling me I'd hear in 2 days.
Last Wednesday, September 7, when the rug still had not shipped, I sent an email asking them to cancel the order and refund my money. In addition, I called customer service and talked with Miranda H, who assured me a refund was being processed by Rachel C. However, she said Rachel C had to find the order first, and that would happen no later than last Friday, September 9. On the afternoon of September 9, Rachel C sent me another email telling me they didn't know what happened and, for the fourth time, it would be two more days before she knew anything. She would get back to me on September 12. Please remember, my package was supposed to have already shipped on September 2nd! I was upset.
Overstock made their repeated errors MY problem rather than simply solving the problems they created. The night of September 9, I received a note -- NOT from Customer Care -- telling me the rug was shipped the night of September 9th. Not a cancelled order, as promised. Not a refund, as promised. Instead, a rug I was assured would not ship, had shipped.
I found another rug last week. It's on the floor in my entry way. I don't need or want the Overstock.com rug that they 'lost' for 9 days and then shipped after I was told the order would be cancelled.
Immediately, I sent email to Rachel C, requesting Overstock.com to contact UPS and stop the shipment. UPS told me Overstock.com simply needed to contact them and let them know the package needs to be returned to sender and it would not be delivered. Instead of responding to my requests to solve this problem, Overstock.com customer service has done nothing and will not respond to me. And the rug is scheduled to be delivered to me today.
Obviously, this company is no longer living up to its former standards of excellent service. Since I'm unable to reach anyone at customer service, I don't know how to proceed. I don't want or need the rug, which should never have been shipped after I was told the order would be cancelled and I would receive a full credit. Overstock.com has screwed this up at every step. Perhaps they need to spend less money on TV ads and much more money on customer service! I live in a large building, where the office accepts packages for all residents. Because I have a severe spine illness, I cannot 'hang out' downstairs waiting for UPS, and the office staff will not sort and reject one package. So, the rug will be delivered. Then what? I haven't wanted it for a week. I am not physically capable of hauling it around. The order was supposed to be cancelled.
From my first contact with their customer no-care group, Overstock.com has made this MY problem, when they should have been solving it.
There are many excellent discounted online stores now. You don't need to shop at Overstock.com.
Recommended:
No
What product did you purchase or try to purchase? Small rug
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