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Overstock.com Gripes Overstock.com is a retail web site

Overstock.com Prez sets feeble excuse record October 29, 2005. The Register. Quoting: "Overstock's transition to a new ERP system left it unable to tell customers the status of their orders or to provide any shipping information. Overstock's tracking systems were down for close to a week. In total, a shocking display for a supposed internet-savvy retailer meant to compete with the likes of Amazon.com and eBay."

Yahoo Merchant Reviews has many gripes about overstock.com

According to Site Advisor, Overstock sends 3.4 emails a week to their customers. As of March 24, 2006. 

Buying a Stereo

August 30, 2005. I order a shelf stereo system.

September 7, 2005. The item has not arrived and the Overstock web site has no tracking information about it. In fact, the order status is "accepted" not even "shipped". I email customer service asking what the current status is. They reply 17 days later (on September 24th) saying that someone else has already answered my question. True. 

September 8, 2005. It arrives - dead-on-arrival. The only thing that works is the amber light just above the on/off switch that shows it is plugged in to an AC outlet. Nothing else works. Pressing the on/off switch does nothing. 

September 16, 2005. Off to the web site to initiate a return. Fill out a web page requesting a return. In response the web site says 

Your return request has been sent. You will receive a response via e-mail containing your RMA number within 3-5 business days.

Not true. 

While waiting, I check the web site to see who pays the return shipping charge on defective merchandise. It says I do. In fact, on defective merchandise customers pay shipping charges in both directions. Even worse, they charge customers a 15% restocking fee on all returned electronic merchandise - defective or not. From their Standard Return Policy:  

The customer must pay all costs related to return shipping. After receiving and inspecting the returned merchandise, we will reimburse your credit card for the purchase price of the item, less the original shipping fee and less a restocking fee of $4.95 per-item OR 15% (instead of the $4.95 per-item fee) if the item is from our Electronic and Computer category.

On the other hand, their site also has this under Shipping Costs Refunds:

Does Overstock.com refund shipping charges?  
We refund shipping charges in the following cases: We ship an incorrect product, We ship a broken or defective product, The carrier damages a product during shipping.

But this doesn't say if it's referring to shipping charges to me, from me or both. 

September 18, 2005. I get an email from Overstock.com that I didn't give them enough information when requesting the return. This despite the fact that I filled out their web page and gave them everything they asked for. The same message referred to my having sent them an email message. I did not. I filled in their web page, which is the only way to request a return. 

I call them on the phone. They really are open 24x7 and they answer the phone very quickly. Every time I've called, I spoke to a person with no accent. Could it be that I was talking to someone in the U.S.? They agreed to let me return the dead-on-arrival item for a refund and did not give me any grief at all on the phone. In fact, a little birdie told me that if you ask for it, their tech support department can waive the return shipping cost for defective merchandise. There is nothing about this on their web site. Turns out to be true, I'm told that I will not have to pay the return shipping. 

The web site says: 

You'll receive your RMA (Return Merchandise Authorization) number and further return directions within three to five business days.

Not true. I was told on the phone to expect an RMA number by email and then to print the shipping label. Five business days to send an email message? 

September 22, 2005. It has been four business days and still no email message with my RMA number. Other emails from them arrived just fine, so they do have my correct email address on file. I call again and again they answer the phone quickly. I'm told they would send it again. Not true. 

September 23, 2005.  Still no RMA thingy and now it has been five business days. I call again, this is my fourth time asking to return the DOA stereo system. 

This time, I'm told that the ARS label takes 5 to 10 business. days. I was waiting for an RMA number, now I'm waiting for an ARS label. Up to 10 business days? This comes as news and conflicts with the what the web site says. Their computer says they sent "it" (RMA and/or ARS) on September 18th, the first time I called. I didn't get it. I'm told that "it" will be requested again and I should call back in 7 days (September 30th)  if "it" has not arrived.  

Could this be a delaying tactic to avoid refunding my money? To return an item, you have to notify them within 20 days of the "shipping date". See their Standard Return Policy. I did this. They also say that they must receive the item back "within 30 days of when we originally shipped it to you." These delays in getting an RMA number and/or ARS label make it impossible for me to do so. 

Could a computer system really require ten business days to send an email message? If not, then I'm being given the run-around. On top of defective merchandise. 

September 27, 2005.  I called again because with the delay in the return process, the item will not get to them in the 30 days they require. I was told that they extend the 30 day limit in cases like this, as long as the return was initiated on time. Whew. As to whether I am waiting for an RMA number or an ARS label, it turns out I am waiting for both. I was told my RMA number - halfway home.  

September 29, 2005.  I got an email today from overstock.com with a URL that pointed to a GIF file which was the shipping label. 

September 30, 2005.  DHL picked up the package today. 

October 4, 2005. Full credit was issued today. 

FYI 

Much of the electronic merchandise at overstock.com is refurbished. From their web site: 

How are products reconditioned?
 * Every product targeted for reconditioning must pass a thorough examination.
 * After repairing any defect and sanitizing when necessary, the product is repackaged either by the original manufacturer or a reputable professional outside firm may perform the reconditioning, returning the products to like-new or almost new condition.

In my case the "thorough examination" did not even consist of pressing the on/off button.
Their web site also has this: 

What makes a "Factory-Reconditioned" item such an excellent purchase? 
 * Factory-reconditioned products maintain high quality standards.
 * Each item is checked at least twice for proper working condition and quality. In fact, reconditioned goods have a very low (2-percent) cost of return.

Each item checked twice? Not in my case. 

Another person documented his gripes with Overstock.com. 

Their phone number is (800) 843-2446

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