I ordered a $9 item from Overstock.com - a gold ring. The ring shipped in less time than they indicated. Wonderful. I got the ring, and it was sized too small. On the very same day, I contacted Overstock.com by phone, and spoke to a customer service representative who attempted to provide me with customer service. However, he was stumbling to explain the policy to me. He first told me I could return the ring and have a new one sent to me for no charge. When I repeated that back, he was stuttering and said that no, I would have to pay $7 return shipping. For an item I paid $9. Naturally, this sounded ridiculous to me. I told him to email me the return policy and that was the beginning of the saga of the worst customer service experience I have had in my life.
I then wrote my review of the item online, and contacted Overstock.com again by email. After some back and forth, Overstock.com agreed to pay the return shipping for an exchange on the ring. Ok. All should have been well, right? How very wrong I was. They told me a return label could be printed.
I printed the return label and sent the ring back the very next day. About 8 business days later, I got an email that my ring has finally been processed through and would be shipped in 2-3 business days. That is fine, but in the almost month long period trying to get this simple matter resolved, I was moving. Being unable to predict the future, I could never have anticipated ordering a ring on Feb. 2 would take a month to actually get to me in the end.
When I received an email yesterday from Overstock.com that my ring would be SHIPPED in 2-3 business days, I let them know I would be moving, and the last day of this month (February) would be the last day I would receive mail at my new address, but I am having my mail forwarded. The response I received stated that sorry, it was too late to change the shipping address, sorry. Oh, and they closed the incident. Case closed! How can that be closed?
I responded back concerned that the ring would never get to me, and asked if the item has not shipped yet (they indicated 2-3 business days yesterday) how could it be too late to change the address? I asked them if it would be shipped USPS, and if it was, then it would be forwarded to my new address, and if it wasn't, could they provide me with any tracking information. The response I got back was APPALLING.
They responded that they had cancelled shipment on the ring and were going to credit me less than what they had charged me to begin with (less shipping). Um, what?! Why would you just go ahead and cancel an order like that? I obviously ordered it for a reason. This is still unresolved. AllI know is I will probably never get the ring, and I am probably out my money, money Overstock.com stole from me and now I have no product in exchange for the money I paid.
All this for a $9 ring. Long story short - I will never, ever order anything from Overstock.com again. Their shipping policy is ridiculous, this customer service representative are uninformed, the information they give is mismatched, and then they try to close the case when it has not been resolved! Horrible!
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