Never Shop At Overstock

[hollieplus2]

Ok, I will try to make this short. Yesterday I ordered a comforter on overstock. Once I checked out it transfered me to a page that said other shoppers also but this...anyway, there was another conforter on there I liked better. For some reason it didn't show up in my initial search. I called the company not even 5 minutes after I clicked submit and asked them to change the order for the new conforter which was more money. They said sorry but the order was already sent to the warehouse and I would have to return it and buy the new one.

Now why would I pay to ship back a conforter(lots of money) and pay a $4.95 restocking fee on something I just bought 5 minutes ago. You and I both know this hasn't shipped yet. So they put me on hold. While on hold I called the credit card company and asked if the charge was authorized yet, they said no. Before I could tell them to put a hold on it the customer service guy came back on the line and sorry I was SOL. I said fine I have my CC company on the other line and I will just put a stop payment on the card. He said hold one and he will get a supervisor then.

I click over to my CC company and she said she would put the hold on for me. While doing this she said, Oh no. They JUST put the authorization in and I can't stop it now. OH I am pissed. They put me on hold just to send it through the CC card.

Overstock comes back on and says good luck with the CC company we already authorized it. I said OK if it's shipped then give me a tracking number. They don't have one yet. I said fine, I'll just refuse shipment, dispute the CC payment and then I wouldn't have to pay to ship it back. The guy had the nerve to tell me that things get lost in the warhouse ALL THE TIME and if it HAPPENED to not make it's way back then I would be out a comforter and the money. Basically he was telling me they were going to say they never got it.

OK, one more try, I called Fedex and they said once I get the tracking number I can call them and they can stop shipment at the sort facility and send it back. Since it never made it to the destination it would be tracked all the way back to Overstock and I would have proof that they received it. They knew exactly what I was talking about.

Ok, so I called Overstock back to confirm that the item shipped and they said yes but they couldn't give me the tracking number from customer service. The warehouse sends the automatic email. I think they know what I'm doing because they shipped it and won't give me the tracking number therefor making it impossible for me to stop shipment. They will probably send me the number once the package is already at my sort facility.

I will never do business with them again. All I wanted was a more expensive comforter. Their customer service is worse than Dell. And anyone who has had problems with Dell knows exactly what I'm talking about. I HATE OVERSTOCK. Ok, thanks for listening and don't shop from there if you don't have to.

 

[Toby'sFriend]

I'm sorry that you're going through that.


I agree though, just refuse delivery of the order and dispute with your credit card company. I've done this a couple of times with American Express and it has always worked out well.

 

[housecat]

Wow, that's messed up. I would be upset about that, as well. It really doesn't make sense. I guess I've always had good luck with Overstock. I've gotten some good deals on there, and always had no problem with shipping. The products have always been great. However, I've not had to return anything. Thanks for letting us know. I'll keep that in mind if I order from them again in the future.

 

[TheRatPack]

Sorry you had to deal with customer service like that. I've only ordered from Overstock once and it was a good experience. I probably wouldn't have told them I was stopping the charge though, that gave them too much to work with and as a business I'm sure they know how to work around things to still get there money

I'd do what you're doing though, have FedEx stop it and track it all the way back to the Overstock warehouse and then dispute it with your credit card company.

 

[got2lovedisney]

(Dons flame retardant suit)

No offense but why is it Overstock's problem that you placed an order and then changed your mind?? You made a mistake...take some responsibility, pay the restocking fee and get on with your life...you've probably spent more on phone calls and your time than what it's worth.

(Move on)

 

[hollieplus2]

I think overstock can be great as long as you don't need to call customer service. I would have never told them I was calling the CC company until they refused to cancel an item that hadn't shipped yet and wanted me to pay return shipping plus a restocking fee and hope the item actually got back to them. That's what sent me over the edge. Comforters are really expensive to ship. I don't want to pay to return something that I'm not going to keep. I've never heard of a company not letting you cancel an item before it shipped or before your CC was charged. All I wanted was a more expensive item. How hard is it really. It can't really be feasible to make a customer pay shipping, pay return shipping, pay restock fee and pay shipping again just to get and order.

 

[disneysnowflake]

I usually had good service from Overstock.

The last time I ordered from Overstock it was when Nintendogs video game came out. That was last year.

Overstock sold me 2 versions on Nintendogs. When I ordered it stated they were in stock. Two days after I ordered I checked the order to see if it shipped. I didn't ship. They were now on "pre-order". I didn't order a pre-order item.

I called Overstock. I was basically told too bad. Even though they were in stock when I ordered they ran out of stock after my order was placed. Since that happened they were allowed to change my "in stock" order to "pre-order" status.

They charged my credit card already even though they changed it to pre-order. They said once the order was placed for the in stock item they can't cancel it. Their computer system automatically charged my card when the order when to be packed. It wasn't until after my printout got to shipping did they learn it was no longer in stock. I had no choice but to wait for the pre-orders to get back in stock.

On their site it still showed the games as being in stock, not on "pre-order".

I called my credit card company. They told me Overstock wasn't allowed to charge my credit card for pre-order items until they were ready to ship.

The charge was reversed. I never received the Nintendogs games. Funny because on another message board there were 3 other parents who got the same exact treatment. One of the parents decided to wait. It took Overstock 5 weeks to finally ship the order, and another 2 weeks for the item to arrive.

 

[mudnuri]

(Dons flame retardant suit)

No offense but why is it Overstock's problem that you placed an order and then changed your mind?? You made a mistake...take some responsibility, pay the restocking fee and get on with your life...you've probably spent more on phone calls and your time than what it's worth.

(Move on)

I'll agree and not even don my suit! A couple questions to the OP

How did it become Overstocks fault that you changed your mind?

Amazing that your Credit Card Company would sit on hold for you- while your talking to Overstock....something doesnt seem right about that. Your on the phone wiht Overstock- but your Credit Card Company is just sitting by waiting for you to return to their phone call? Odd if you ask me...

This is why some cards now charge for reversing a charge- YOU ordered it, YOU clicked SUBMIT....and now you want to reverse the charge- which costs your credit card company money....personally your credit card company should have told you- your SOL!

Brandy

 

[pansmermaidzlagoon]

it may be Op's fault for changing her mind, but that doesn't excuse the horrible customer service. I have dealt with online/catalogs that truly WANT your business, so they will go out of their way to make the customer happy - not out of their way to do the opposite - which is what Overstock does...

they are one of those companies that will take your money when it is not theirs to take (the Nintendo situation) and then sit on it for as long as possible without returning your money when it rightfully yours...this is "nickel and diming" and some retailers, services, and utilities have made an art out of it!!!!

my mom had a go-around with them over a return - it took months to clear up and involved a few hundred dollars. Prior to this, I was wary of shopping with them...but after I heard what she had to go through and how awful they were, I decided to NEVER shop there!!!!


Overstock and Sears catalog - the worst!!!! (oh - and Blockbuster, had a go around with them, but CC company saw through them and reversed the charge!!!!)

 

[shades]

On one hand, I agree with OP and think that 5 minutes between placing an order and calling to request that it be cancelled or changed is reasonable.

On the other hand, I'm sure there are tons of people who have buyer's remorse for a number of reasons and some companies simply do not support changing and/or cancelling orders after they are placed.

I've done the same thing as OP before - placed an order and then called immediately to cancel or change. I'd say about 50% of the time I get lucky and get the outcome I'm after. The other 50% I just figured I placed the order and will learn yet another lesson to be absolutely sure I want what I'm about to purchase before I click on the confirm purchase button. This is why I try to stay away from Ebay (of course, I can't;o) - because there are usually no returns allowed at all.

As far as Overstock.com is concerned, I've always received outstanding customer service from them. Plus, I get $$ back when I click through Sunshinerewards.

 

[my3kids]

Target, if I remember correctly, has the same policy. Once the order is placed it goes to shippping and can't be changed. Just order what you want and return the other item. It isn't the company's fault.

 

[mickeyfan2]

Target, if I remember correctly, has the same policy. Once the order is placed it goes to shippping and can't be changed. Just order what you want and return the other item. It isn't the company's fault.

I found this to be true of most online companies. The computer sends the order over.

 

[disneysnowflake]

On the other hand, I'm sure there are tons of people who have buyer's remorse for a number of reasons and some companies simply do not support changing and/or cancelling orders after they are placed.

Hey, I had a lady on Ebay buy something for Christmas in November 2004 and then want to return the item for a full refund including shipping because her credit card bill was too high.

I'd imagine the number of stories those companies must hear.

 

[indigoxtreme]

If you refuse shipment, they will have that noted and will have it tracked all the way back to Overstock. But you will probably still have to pay the restockting fee. Disbute the charge with your CC company now and get a copy of the receipt showing refused shipment for proof that you never received.

 

[shades]

Hey, I had a lady on Ebay buy something for Christmas in November 2004 and then want to return the item for a full refund including shipping because her credit card bill was too high.

I'd imagine the number of stories those companies must hear.

Unbelievable!!

On a side note, I disagree with simply refusing shipment because a company should not incur the costs associated with buyer's remorse. Regardless of the buyer's reasons.

 

[Robmom]

I usually have great service with them. I also needed to return a camera I ordered for a gift and then found a cheaper one somewhere else. I figured that since it didn't ship, maybe they could cancel the order. They couldn't do it, so I just send it back when I got it. They really should give you a certain amount of time to change your mind like a lot of online sites have.

 

[alacazander]

Same thing happened to me with the Disney Shopping online. Once you press that button it's a done deal. Doesn't matter if it's a second later. We had to ship the item back and reorder. PITA but nothing you can do. My dh did call up and talk to a manager and we got a sticker sent to us for a free shipping on the return.

 

[hsmamato2]

I have to side with Overstock, you hit the button, just pay to ship it back if you hate it...or sell it on ebay... or just use it, you DID order it!

 

[hollieplus2]

I really do understand where you are coming from. I looked for 2 days on the internet before placing the order. The item I wanted to change it to wasn't listed before, it only showed up after I odered the comforter with the line Customers who bought this also bought this too. It's the same comforter just in the oversize edition. Had I known it was available I would have bought the oversized version. The ordered hadn't shipped, it hadn't been sent to the warehouse and my credit card hadn't been authorized yet. It was that close of a time period. I wanted the same item in a different size. I was talking to Overstock on my home phone and called my CC company, (which is from a small town bank) on my cell while I was on hold. That's how I was talking to them both at the same time. All I'm saying is they can't really expect customers to pay and ship two items just to get one. Seems like they should be happy to get the sale for the higher priced item and make more money off me. Instead they aren't making any money now.

 

[piglet33]

Linens N Things does the same exact thing. I ordered monogrammed towels yesterday and by the time my order went through checkout, the mongramming mysteriously disappeared. I know it is probably my fault because I didn't catch it, but I called immediately and was told nope, can't cancel the order. OK, so I asked if they can add the monogramming on to it since it was supposed to be there anyway. Nope, can't do that either. Those towels still have not shipped and they put a temporary charge on my AmEx. I called AmEx and have to wait for the charge to go through and then they will cancel it. I don't understand why she couldn't just add the mongramming to my order especially when the order still has not shipped.