I purchased an inflatable air mattress from Overstock.com at the beginning of October for about $132. I was sent the product promtly but when I received it, the mattress would not inflate.
I immediately went online to initiate return/exchange procedures, only to find that posted on the website was a notice that Overstock.com was performing a temporary upgrade and that things may be slow, but that they would be working within a few days. So I waited several days before trying again to report the problem. Once again, the "returns" screen kept kicking me back to the home page.
Next I called their 1-800 number and waited for about 15 minutes until I was able to speak with a representative. He apologized for the bad product and promised that I would receive a return label via e-mail within 4 days. I waited two weeks, and no address label.
I called again and was disconnected three times. I decided to try e-mailing customer service, with no luck. After that, I tried "live chat." I was very friendly and courteous, as was the cutomer service rep, and she apologized for the oversight and said that she would forward my problem to someone higher up and that I would have a response within two days. I waited another week.
I tried "live chat" again, and was given the same song-and-dance as before, only this time I was put on hold while the representative requested that I "view their fabulous new merchandise available for purchase, " which I found insulting, considering that my merchandise was broken and no one seemed to have an answer as to why my problem was being ignored.
In the meantime, I actually DID receive an e-mail from Overstock.com... Only not the e-mail I was hoping for. It was a customer review survey and it wanted to know how satisfied I was with my product and the service from Overstock.com. I, of course, detailed my problem once again and haven't seen my review posted, which doesn't surprise me since it was a very negative review.
I have purchased items from them before, with no problems, although I have never attempted to return anything before. Throughout this whole process I have been fairly patient and very courteous with everyone I have spoken with, either by phone or e-mail. I have basically given up on getting my money back or even just an exchange for a mattress that works, which is all I originally wanted.
I just wanted to share my experience with others in the hopes that they will not purchase anything from Overstock.com. I have already shared this with friends and family.
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