Just before Christmas, I got a tempting offer for "Delivery in Time for Christmas" from Overstock.com. I was behind on shopping so I ordered some remaining items: clothing, books and a dvd.
I paid for expedited shipping (not noticing that media items cannot be expedited — my fault, I admit).
The clothing items came in 3 days vis UPS (though I had paid 2 day air) and the media items had not arrived. I called and a customer service rep was very nice and told me the items should have arrived and she would research it and CALL me back within 30 minutes. No call.
I used their live chat for the next inquiry. This person told me that the clothing was late and my 2 day shipping fee would be refunded. He said that the dvd could not be expedited, but that the books should have been and that it was their error to have lumped them together, but that they would arrive before Christmas.
Christmas came and went, no package arrived.
I used live chat again, during which I was told that the shipment was still "within the delivery time" and that my items were not on the "list" for delivery before Christmas. I explained that I had been told they would arrive by then and asked on the status of my refund of the shipping fee (which had not been processed, as promised, above). There was a long back and forth in which I was told the clothes had NOT been late, and that neither the dvd nor the books were eligible for expedited shipping, and that it was all basically my fault for not reading the terms carefully. I admit that was my fault, but I am also at fault for having believed what the earlier reps told me — which was what I was basing my expectations on. And then the shipping refund is only issued as a CREDIT, forcing you to shop there again!
When the items finally arrived, my husband decided he didn't want the dvd — so to return it I entered live chat AGAIN. I was told I should really keep the item, because they charge a $4.95 restocking fee and that and the return shipping would just about equal the purchase price. I insisted that I wanted to return it (figuring losing money at this point is worth it to end this ordeal with Overstock.com). I shipped the item myself (and paid $6 to return it) and then just got word that they will issue me a refund of $. 083. The merchandise credit is almost $10 and the restocking fee $5 — so there is some kind of charge happening that they have not even identified! I am betting they also charged me shipping (even though I paid it myself). The saga continues...
The moral of the story is that unless you have time to contact Customer Service multiple times to manage the delivery and potential return of your items (which do not arrive on time) do not order from Overstock.com. If there is a possibility you will need to return an item DO NOT ORDER FROM OVERSTOCK.com. There are many other vendors online that value their customer's time and do not charge them additional fees for simply doing their job.
And to vent more, the excruciating pseudo-politeness of the reps is infuriating — the less helpful they are, the more patronizing they are. I will not order from them again.
Caroline
Washington, District of Columbia
U.S.A.
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