First, I loved this quote from complaint user Caroline regarding Overstock.com:
"... The excruciating pseudo-politeness of the reps is infuriating — the less helpful they are, the more patronizing they are."
I could not have said it better myself! I guess it's the trickery of calling it next day and then, too late, realizing that the fine print says it will take 3 days is what is most infuriating. Thought the zombie-like patronizing attitude of the chat reps burns my as* too.
Here's the deal. I ordered an expensive watch for my son's 21st birthday. I paid extra for "next day" delivery so he would receive it on his birthday. Alas, it is now the day after his birthday and I just found out from the overstock.com online chat person that it will probably not arrive until tomorrow at the earliest. Here is the transcript of my chat experience (I removed names from this to avoid anything personal)
You: Hi
ChatRep: Thanks visiting Overstock.com, this is ChatRep, how may I help you?
You: I placed order xxxx on 4/14 and paid for overnight shipping
you: Yet it looks as though it has not even shipped yet
ChatRep: It looks like it is suppose to leave today, Something must of went wrong at the warehouse, I can refund you for the 1 day shipping because it will be delivered tomorrow and not today.
You: But it should have been delivered yesterday
you: I ordered it Monday morning
you: Next day shipping
ChatRep: It does take one day to leave the warehouse then its one day before it will arrive so its actually 2 days.
You: In that case you are being deceitful
you: You should indicate that paying for overnight shipping means 2 days
you: Please let me chat with your supervisor
ChatRep: You can email him if you would like or you can call our Customer Care 1800-843-2446.
You: What is his name and email address?
ChatRep: His name is [supervisor] and his email is [supervisor]@overstock.com.
ChatRep: Is there anything else I can assist you with today?
You: I do not expect to pay for overnight shipping when you simply play with words and turn overnight into 2 days
you: and then it winds up taking 4 days
you: Please give me whatever shipping refund you are authorized to give
ChatRep: I do apologize, The information for expedited shipping time frames is listed on the website.
You: And I will take up the rest with [supervisor], what is [supervisor]'s surname?
ChatRep: Surname?
You: Last name
ChatRep: I am not able to give that out.
You: Why, I gave you mine?
You: Why is it secret?
ChatRep: He will get your email and assist you.
You: I'm sorry you have to work for such a manipulative and deceitful organization, hope you can find somewhere with more integrity soon.
ChatRep: Is there anything else I can assist you with today?
You: Thanks
ChatRep: Thanks for your visit, have a great day.
I suppose I can waste even more of my time and email the supervisor person however I thought my time might be better spent by posting this here to alert more people before they suffer the disappointment that I endured through my overstock.com experience.
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