I am writing to lodge a complaint against overstock.com. These are the shadiest people that I had ever had the misfortune of dealing with. I ordered a camera, a Minolta 125 Freedom Zoom camera with an extended warranty at the beginning of April. The total was $52.90-ish.
After I placed my order, I went back onto the site to print pictures of the camera for my records.in the time it took me to place the order, the price of the very model I ordered went up by $10. I thought that was a little weird but I confirmed the model on my order was correct and moved on.
When the camera arrived, I took it out of the box and noticed that it was the wrong model. They sent me a Minolta Zoom 130c. At first I thought that maybe they were out of stock on the one I ordered and this was an upgrade. We do that at my company once in a while. I started researching and comparing the two models online and it was not an upgrade. It was a lower model.
I initiated a chat with a customer service representative named Mercy and she eventually assured me that I would receive an exchange, even though she kept using the term return.
She sent a request for a return and I received the return authorization e-mail later. The original shipment was sent via DHL but they sent a UPS shipping label. Later I talked to another representative named Henry [attachment 3] over the chat on overstock.com. I asked him about the change and he told me that I could ship the DHL box through UPS. He also said that once they receive the old item, the replacement would be sent in 3-5 business days. Wrong on both counts.
I called UPS customer service and the representative informed me that I couldn't use that box. Ok, fine, no big deal, I will spend $1 on a box and make a trip to the UPS store. Mistakes happen. I bought a box, took it to the UPS store and shipped it off as instructed.
I checked tracking the entire time. Overstock's warehouse received the box, cancelled my order and refunded my money, with the exception of $8.98. Back on the live chat I go, this time with Frasier. He says that the $8.98 was the charge for the warranty and it would be refunded.
I did my best to convey how unhappy I was with this whole experience to him and he really didn't seem to care very much. He said that someone would contact me in the next 2-4 business days by e-mail or phone. When I asked a couple of questions about who was calling and from where, he just repeated himself. I know better than to keep smacking my forehead against a brick wall, so I was just like, ok whatever.
Silly me, I thought that the contact Mr. Frasier was referring to was someone who would call, maybe care or apologize, process my replacement camera, maybe even offer some kind of discount, something! Wrong again! They e-mailed me two days later to tell me the refund of my extended warranty was processed.
So, here I am, a month of aggravation and expense (albeit minor but it's the principal) with nothing but this aching feeling in the pit of my stomach. I was so excited about the camera. I have wanted to buy a new film camera for a while, and although it wasn't expensive, it was a big deal to me.
I feel like I was punished for not taking the inferior model they sent instead of the one I bought and paid for. This is so very the quintessential bait and switch. I do understand that mistakes happen. I take pride in being patient. My patience is done.
Someone needs to know what these people are doing. After my order was canceled, I noticed the price of the camera had gone back down as well. I would have reordered it but I am absolutely terrified that I will go through the same thing again. I don't need that stress. I am also sending this to the Attorney General and the BBB. I apologize for the length.
Ryan
na, Indiana
U.S.A.
0 comments