Overstock.com
Club O RIP-OFF and HORRIBLE customer service, ACTUAL support conversation copied

Below you will see the actual "liveperson" customer service rep. Conversation i just had that lasted for well over an hour, it's absolutely ridiculous, and i hope everyone reads this and tells everyone "they" know to read this and decides to not use overstock.com anymore because of their rip-off tactics!"i" am the "you" in the below text:

Thank you for choosing to use Overstock.com online chat. Your expected wait time is 0 Minutes and 1 Seconds. Please hold while we connect you to the next available sales representative.
You are now chatting with 'Barry'
YOU: Barry?
YOU: hello?
Barry: Thank you for visiting Overstock.com. How may I help you today?
Barry: Hello? How may I assist you?
YOU: well... I'm having a problem with your company AGAIN and it's really
irritating me
YOU: I completely regret EVER paying for your club O program
YOU: I want my money back and released from this program
YOU: can you PLEASE respond in a TIMELY manner?
YOU: I do NOT have all day!
You: hello!!!
YOU: OK, WELL once again... Your service is horrible and I'm going to forward this session to management.
Barry: Please wait.
YOU: wait?
YOU: and how long is that supposed to be for?
YOU: it's OK for you to just let me sit here for 15 minutes without any response?
Barry: I am checking your information. Please give me 2 more minutes.
YOU: couldn't you have said something to that effect?
Barry: For more details please check the information by clicking on the link
YOU: what the heck is that?
YOU: hello?
YOU: can you answer me?
YOU: I cannot believe this
YOU: hey JERK! Can you respond?
YOU: why on earth would you put me through all of this... For how long? Over 20
minutes now? To give me a link:
*
YOU: so that's it huh?
YOU: I see, once again, the SPECIAL treatment you get in not only dealing with
Overstock, but in being a club o member
Barry: I apologize for this.
YOU: it sure is nice that I have a copy of this that I can use when I write a letter to the corporate office for overstock
YOU: not to mention the MANY websites that I'm going to post it on!
YOU: have you ever heard of *? *?
Barry: However, i request you to provide me with your invoice number and the item you are mentioning about?
YOU: do you have ANY idea HOW MANY people read it?
YOU: and now I get to SHARE my WONDERFUL experience with the ENTIRE WORLD
YOU: I'm sure overstock couldn't care less right?
YOU: just ONE crappy customer less, who cares, right?
YOU: you apologize for what exactly?
YOU: maybe you should try paying attention to me, and give me your FULL
ATTENTION
YOU: the LONGER you make me sit here and DO NOT respond, the worse it is for
you AND your COMPANY
YOU: tick, tick, tick
YOU: times a ticken Barry
Barry: I am requesting for your email address; invoice # to assist you further?
YOU: you have not answered my QUESTION
YOU: can I have your UNDIVIDED ATTENTION?
YOU: is it right that you should have me sit here ALL THIS TIME and NOT give me
attention?
YOU: tick, tick, tick
YOU: don't you know how to type?
YOU: why can I type in line after line after line, and yet, there's nothing from you?
YOU: hello?
YOU: hello?
YOU: hello?
YOU: hello?
YOU: hello?
YOU: hello?
YOU: hello?
YOU: hello?
YOU: hello?
YOU: hello?
Barry: I understand your concern
YOU: hello?
Barry: Please allow me to assist you.
YOU: do you? Then answer my question
YOU: PLEASE ASSIST ME
YOU: please answer me and respond in a TIMELY manne4r
YOU: I was already upset when I logged in here, and you've taken it to new limits
YOU: it's been how long now?
YOU: and you STILL haven't answered my question
YOU: hello?
YOU: hello?
YOU: hello?
YOU: hello?
YOU: hello?
YOU: hello?
YOU: hello?
YOU: hello?
YOU: hello?
YOU: hello?
YOU: hello?
YOU: hello?
YOU: hello?
YOU: hello?
YOU: barry, this is looking REALLY bad for you
YOU: hello?
YOU: hello?
YOU: hello?
YOU: hello?
YOU: hello?
YOU: hello?
YOU: hello?
YOU: hello?
YOU: hello?
YOU: hello?
YOU: hello?
YOU: hello?
YOU: hello?
YOU: hello?
YOU: hello?
YOU: hello?
YOU: ridiculous
YOU: absolutely ridiculous
YOU: I mean, here I am, about to spend over $200 with your company AGAIN
YOU: and this is the treatment
YOU: OK Barry? Where the F*ck are you?
YOU: you know... This is exactly WHY people go crazy and take guns and walk into businesses and start shooting anyone that works there
YOU: I understand that now
Barry: If you continue this I will terminate the chat.
YOU: you're not giving me any help
YOU: I've been waiting FOREVER
YOU: you don't answer questions
YOU: you send me a link to FAQ's, what the heck is that about?
YOU: WHY CAN'T you RESPOND
Barry: Please understand that I need your email address to see what is your problem and to solve it.
YOU: ok, %.net
YOU: but since you've never asked me what the problem is... How on earth would my email address tell you the problem
Barry: Please wait while I review your account.
YOU: didn't you already say that to me?
YOU: LET'S REVIEW: I JUST COPIED AND PASTED THIS FROM ABOVE:
YOU: YOU: it's OK for you to just let me sit here for 15 minutes without any
response? Barry: I am checking your information. Please give me 2 more minutes.
YOU: couldn't you have said something to that effect? Barry: For more details please check the information by clicking on the link
YOU: SEE where you "stated" you were checking on my information?
YOU: I'm still waiting
Barry: Please hold on.
YOU: I can't take this anymore
YOU: absolutely ridiculous
Barry: Do you want to continue as a club O member or do you wish to unsubscribe from it?
YOU: all that and that's all you have to say?
YOU: do you even know why I'm upset?
YOU: do you even CARE?
YOU: hello?
Barry: Please let me know how may I help you further?
Barry: What is that you want me to do to assist you?
YOU: ok, let's start with the fact that as a club o member, I PAID $29.95 for the membership
YOU: right?
Barry: Yes.
YOU: as this SPECIAL member, I should receive:
YOU: a) special service
YOU: b) discounted prices
Barry: Yes, you get 5% discount on all orders.
YOU: somehow, I should be special, cause I PAID you $30 to get treated better... Right?
YOU: OK, well, to begin with, how do you think I would rate the service?
YOU: superior?
YOU: useful?
Barry: I understand your concern and I am here to assist you.
YOU: quality?
YOU: ok, and as a club o member with my discount of 5%
YOU: it also ends up costing me MORE than if I were NOT a club o member
Barry: If you could have provided your email address at the beginning, it would have helped to save the time in assisting you.
YOU: so, not only did I give you my $30, to be treated poorly, but in addition, to pay MORE than the average customer
YOU: really?
YOU: if you might have asked me, I might have given it to you
YOU: and it's all right here on screen, PROOF
Barry: Sorry for the inconvenience.
YOU: LOL
YOU: really?
YOU: sorry?
YOU: the inconvenience?
Barry: Ok, may I know what is that I can do further to help you?
YOU: so, now you're going to tell me how "sorry" you are, but as a club O member, I'm not entitled to receive a $12 discount for purchasing over $120 worth of product... in fact, my order is over $189
YOU: that as a special club o member, I can cancel my membership, but I'm not entitled to my $30 back? Because overstock has the right to abuse their customers?
Barry: I would like to let you know that if a customer is a club O member, the other discount offers wouldn't apply...
Barry: because only one discount would apply for any purchase.
YOU: no really?
YOU: funny... Please explain to me how being a club o member is A BENEFIT
YOU: it's not, it's a RIP OFF
YOU: and I'm going to MAKE SURE that EVERY SINGLE person I run into knows all about it
YOU: that overstock is actually STEALING from their customers, because that's exactly what you're doing
Barry: As I said you, being a club ao member, you will get 5% discount on all orders and the shipping fee is $1.00 for all orders for one full year.
Barry: The more you purchase, the more you save and that is how it works.
YOU: yea... I get that, it's plainly clear
YOU: but, you offer BETTER deals without the membership
YOU: and once you PAY you $30, then everything is MORE EXPENSIVE
YOU: why is this a riddle for you?
YOU: the more I purchase?
Barry: That is not to all customers.
YOU: have you checked to see how much I've purchased from overstock?
Barry: We cannot provide more than one kind of discount for a customer.
YOU: what is not to all customers?
YOU: oh, you've reserved special rip-off program just for ME?
Barry: Once you become a club O member, the other discounts wouldn't apply.
YOU: you know... I have to say, as well, this is EXACTLY the kind of issue that causes class-action lawsuits
Barry: I meant that the promotional offer is not sent to all customers.
Barry: Do you want to cancel the membership?
YOU: hilarious! I just got an email from vista print about a class action lawsuit because of their shipping charges
YOU: hmm... Wonder how much THAT cost them?
YOU: yes, I do
YOU: and I want my $30 back
YOU: and you can tell me your STUPID policy
Barry: However, we would be unable to refund the membership fee.
YOU: and I'm going to fight it
YOU: lol
YOU: geeze, I must be a mind-reader huh?
YOU: you know... Just to clarify this...
YOU: you're going to really suffer the consequences for the fall out over this...
YOU: over what?
YOU: $3.50 on a discount
YOU: and $30.00 on a refund
YOU: I wonder how "uppper management" will take it?
Barry: Please understand that this is the policy. As I said you it is not just for one order.
Barry: you will avail the discount for one full year.
YOU: I understand you're policy... It VERY clear
YOU: you can throw all the "canned" answers you want at me, but it doesn't make overstock.com's WRONG a RIGHT
YOU: so, just cancel my membership... IMMEDIATELY
Barry: I will escalate this issue to the concerned department and request them to cancel your membership.
YOU: how long will it take?
YOU: oh, here... Look at my ORDER:
Barry: But I would once again let you know that the refund for the membership
wouldn't be issued.
YOU: subtotal: $197.96
YOU: club o savings: -$9.90
YOU: shipping $1.00
YOU: TOTAL: $189.06
Barry: you would be contacted within 2 to 4 business days about the cancellation of your subscription.
YOU: it's a good thing this company is so STRONG, because my $190 bucks is chump change
YOU: not important at all
YOU: you might want to save a copy of this for your superiors
YOU: or you can always find it on-line...
Barry: Would you let me know about which order # you are talking about?
YOU: posted in EVERY possible site I can find
YOU: the one in my shopping card
YOU: cart
YOU: the one I'M DELETING
Barry: Are you talking about the new order that you are trying to place?
YOU: the one that all I wanted was the discount I should be entitled to
YOU: YES a new ORDER
YOU: all i wanted to do was check out and PAY
Barry: Could you provide me the catalog # or the name of the product that you want to purchase so that I will check the discount amount for that item?
YOU: but, it's been over an hour now, on the computer "chatting" with you
YOU: for what?
YOU: now you're going to try to "sell" me?
YOU: LMAO
YOU: cute
Barry: But please understand that you never mentioned that the discount is not
applying for the new order.
YOU: oh, really?
Barry: I am not trying to sell...
YOU: go back up
YOU: you NEVER ASKED
YOU: you left me sitting here for how long?
YOU: 20 minutes?
YOU: no response
YOU: THEN when you came back, what?
YOU: you told me to "hold on" while you're checking my account?
YOU: then what? Another 20 minutes later, you ask me for my email so you can
check my account?
YOU: how STUPID do you think I am?
Barry: Yes, I was reviewing your account to see if you had any problems with your previous purchases.
YOU: if you can't keep yourself organized, that's your problem, but all you've
done is INFURIATE me, and I'm going to see to it that I feel vindicated
YOU: why?
YOU: why would you REVIEW my previous purchases?
Barry: Ok, would you like me to escalate this issue and request for cancellation of the membership?
YOU: oh, absolutely
YOU: overstock.com and kiss my you know what
Barry: Ok, I'll do that for you.
YOU: I would really appreciate it
YOU: there are PLENTY of websites out there that offer competitive pricing, like buy.com
Barry: your membership would be cancelled and you would be contacted regarding
the cancellation.
YOU: and I've never been treated like this with them
YOU: not ever
Barry: Is there anything else I can assist you with today?
YOU: no darlin... You've done enough for one nite
Barry: Thank you again for visiting Overstock.com. Have a great day!
YOU: I wish you the best of luck
Thank you for chatting on Overstock.com. Your feedback is important to us. Once you close this window, please take a moment to fill out our survey and tell us how we did today.

Oh, i'm going to fill out their survey! You can count on that, i just wanted to wait until i posted this! That way i can include the "link" for them to see, i wasn't kidding! (note: amazing as it may seem, for some reason, the survey window never came up... Hmmm...)

F*CK THEM AND THE HORSE THEY RODE IN ON! (Sorry, for cussing... You cannot believe HOW ANGRY I AM) and it's almost 11 pm, I started this whole thing over wanted to buy a comforter for my new bed set! Wow!

Company: Overstock.com
Country: USA
State: Utah
City: Salt Lake City
Address: 6322 South 3000 East, Suite 100
Phone: 8019473100

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