Overstock.com - Great until they mess up

[cbowen4]

I have been an Overstock.com customer for more than two years and always had great results. They are a bit slower shipping than some, but the prices are very reasonable. In general, I find lots of people happy with them. But, when they mess up, you'll have to deal with customer service and it's clear that they do not at all care about their customers.

I ordered a DVD box set. After serveral days I received notice that they had shipped it. USPS tracking information said the electronic information had been recieved, but they never got the package. Two contacts with Overstock assured me that they had shipped, and the tracking information would not be updated. I've never had this experience and it took weeks for them to finally decide to "trace" the order, at which time they reshipped.

The second shipment arrived about a week later. It's now been more than a month, but at least I have a box in my hands. Opened it and found the wrong order in it. They had shipped me someone elses order and packing slip. So, I proceed to contact customer service again.

I was shocked at the attitude. They were not about to ship again until they receive the return. My order would be held up for weeks while they processed a return that was their mistake. Now, mistakes happen. Once Amazon.com put the wrong item in a box. Upon contacting them they immediately sent the correct item and enclosed a label for shipping back the item in error. They did not make me wait more time for what I had ordered. All Overstock.com was interested in was getting back the wrong product (valued less than half of what I ordered). They could care less about correcting their sequential mistakes!

Since then I've read so many negative comments about Overstock and they seem to be in the same vein: as long as they don't make a mistake, everything is fine, but once they do, their customer service is attrocious. Don't buy from Overstock.com. Let's send a message that bad service is not tolerated anymore by putting these poor companies out of business.

Charles

[katlnhats]

Yep, that's the thing in a nutshell, it's not that the companys make mistakes, we ALL do, it's how they handle it after the fact that matters. I totally agree with you!

Kat