Overstock (UIXE sofa)
Delay in refund and arrogant customer service
- 09-13-2025
- 14
I ordered from Overstock (UIXE Upholstered Plush Velvet L-Shaped Modular Sofa).
8/21: 2 of 3 boxes arrived.
8/25: called Overstock about the missing box, waited over 1.5 hrs on hold; CSR said they'd trace it and let me know.
8/29: called for a follow-up (88 mins on hold); no trace had been done; escalated to a supervisor who said she would trace it.
8/30: received an Overstock email stating the transit company had returned damaged goods to the manufacturer, who would remake the part on 9/30 and ship it.
9/2: called Overstock (63 mins on hold) to say that resolution was not acceptable and requested a refund immediately; was told the scripted 3-5 business days for refund processing, and that they were awaiting a response from the manufacturer on what to do with the rest of the sofa, since it was vacuum sealed and couldn't be sent back in the box.
9/4: called Overstock (1 hr on hold); escalated, no answer from the manufacturer. Advised the supervisor that if there was no manufacturer response by 9/5, the sofa was going to the curb.
9/11: saw a credit "in process" on my credit card; called Overstock about the rest of the sofa going to the curb; supervisor said "fine."
9/13: called Overstock because the credit had been removed from credit card processing; was told by the CSR, because the supervisor wouldn't talk to me, to wait 3-5 business days to process on the credit card.
I took the CSR's and supervisor's names, and the name from the email, and will turn it over to my attorney on 9/20/25.
Company: Overstock (UIXE sofa)
Country: USA
State: Florida
8/21: 2 of 3 boxes arrived.
8/25: called Overstock about the missing box, waited over 1.5 hrs on hold; CSR said they'd trace it and let me know.
8/29: called for a follow-up (88 mins on hold); no trace had been done; escalated to a supervisor who said she would trace it.
8/30: received an Overstock email stating the transit company had returned damaged goods to the manufacturer, who would remake the part on 9/30 and ship it.
9/2: called Overstock (63 mins on hold) to say that resolution was not acceptable and requested a refund immediately; was told the scripted 3-5 business days for refund processing, and that they were awaiting a response from the manufacturer on what to do with the rest of the sofa, since it was vacuum sealed and couldn't be sent back in the box.
9/4: called Overstock (1 hr on hold); escalated, no answer from the manufacturer. Advised the supervisor that if there was no manufacturer response by 9/5, the sofa was going to the curb.
9/11: saw a credit "in process" on my credit card; called Overstock about the rest of the sofa going to the curb; supervisor said "fine."
9/13: called Overstock because the credit had been removed from credit card processing; was told by the CSR, because the supervisor wouldn't talk to me, to wait 3-5 business days to process on the credit card.
I took the CSR's and supervisor's names, and the name from the email, and will turn it over to my attorney on 9/20/25.
Company: Overstock (UIXE sofa)
Country: USA
State: Florida