Overstock.com ordering rant (warning, long!)
Thread originally posted on the Aeclectic Tarot Forum on 11 Dec 2004, and now archived in the Forum Library.
| MoreMagic |
11 Dec 2004 |
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Overstock.com has been recommended on this board as a place to get decks for good discounts. But this is my experience with Overstock!
A week before Halloween I ordered a mini Universal Tarot deck to give as a gift. On October 30, I came home to a package from Overstock. "Hurray! What good, fast service," I thought. I opened the package. It contained a copy of "Great American Essays of 2004."
I went to their Customer Service On-line Chat, where a service person attempted to convince me that this was NOT my order, it was a coincidental gift from someone else who hadn't told me it was being sent. When I pointed out it had my order number on the package, I was disconnected.
Second internet chat, next day. This person said that the warehouse must have sent the wrong item but it would take a week to verify it. If it were verified, they would send me a return label and then, once I returned the wrong item, they would re-send the deck. But they wouldn't call me, I would have to call them.
Third internet chat, one week later. See content of chat one, complete with disconnect.
Fourth, next day. See content of chat two.
Fifth, same day. This person said the error had been verified and the label was coming via email within a week. Eight days later, no label. Sixth chat was repeat of chat five. Eight days later, no label.
Seventh chat. This person very sorry for my trouble. Would give me a five dollar credit and make sure label came that day. Label comes, accompanied by an email saying I could return my unsatisfactory tarot deck, but would be charged a restocking fee of two dollars more than the deck cost.
Eighth chat. Person sorry. I should go ahead and return the book, there would be no charge and I would get my deck as soon as the book was returned. I returned the book, using their label and received a delivery confirmation from UPS on Nov. 23.
To date, no deck. Ninth chat and person denied any record of my return and implied that I may not be entitled to a refund or replacement because I didn't return my unsatisfactory item within 30 days of placing the order.
I'm going to go off and scream now.
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| Ruby7 |
11 Dec 2004 |
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How frustrating!!
Thanks for the warning. I tried to order through overstock.com a few weeks ago but being in Canada I had to go through this incredibly complicated long process (item would be shipped by a third party) that just annoyed me too much to complete it. Really glad I didn't now.
Hope the situation is resolved very soon for you.
Ruby7
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| Fulgour |
11 Dec 2004 |
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I've probably bought at least 40 decks from Overstock.com
and there's been only one complaint, a manufacture's flaw,
for which I received a complete refund plus my shipping :)
Edited to Add: It helps to check often...
really good decks pop up and go fast :joke:
PS: Customer Service has an 800 number.
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| Thirteen |
11 Dec 2004 |
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That's terrible! Maybe it's time to start a new chat with the words, "I've contacted a lawyer and if this isn't settled--or if I'm disconnected, you'll be hearing from him. I don't like being cheated by anyone, no matter how small the amount...."
It might also be time to ask for a supervisior on those chats, rather than minons. Tell them you've printed copies of the chats, kept records, etc. (even if you haven't). If they've been sloppy, that's their fault and they'd better fix it--because you weren't sloppy.
I'm so sorry you're having such a bad time with this. It's rotten and wrong and I hope you can scare or shame them into doing right by you!
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| FantasyWorld |
12 Dec 2004 |
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What a nightmare, UGH!
I've ordered from them once and nothing inparticular happened. It did take a little longer than I hoped but it still got here pretty fast. Amazon does a slightly better job and faster.
P.s. If...they have your calls logged in a computer they...should...be able to see it was clearly their error and replace the deck or your money. I would call and as soon as someone answers ask to speak to the supervisor and see if that gets you anywhere if not write a letter and tell them you've written an article in the NY TIMES about their pathetic service and see what they do.
It just didn't "feel" right ordering from them. I will stick with Amazon and Ebay:)
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| MoreMagic |
12 Dec 2004 |
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Thanks all for the commiseration! Fulgour, I'm glad you had better experiences with them. I did, indeed, try to use the 800 number, but after many attempts at different times, and several waits of over 15 minutes on hold, I never got through. I also discovered that the on-line chat transcripts don't print out. (Ironically enough, I used to be a consumer's advocate in a previous job, so I know to keep records of all my communications.) Also, it was asking to speak to supervisers that triggered the disconnects in my earlier interactions with the site. Maybe I'm soaking up everyone else's bad karma, :)
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| Cerulean |
12 Dec 2004 |
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Q:
How do I contact Customer Service?
I went to the google search and found another venue/channel for overstock.com, vendors who do online auctions with overstock as their resource:
--------------------------------------------------------------------------
A:
If you have not found the answers that you are looking for in the Help Pages, please contact our support team:
Email: info@auctions.overstock.com
* Please be sure to include your screen name and/or the item number when contacting Customer Service.
Or call Toll-Free: 1-800-THE-BIG-O (843-2446)
--------------------------------------------------------------------------
I don't know if this a good alternative, but you might check their message board and say as a customer going through online ordering, you had problems with a return that should have been taken care of weeks ago...and you'd appreciate help for any contacts...
Hope the alternatives above help or get you to an ear of someone who can help you...my best wishes for a good resolution!
Regards,
Cerulean
P.S. I had one of those sad experiences on ebay-since the seller vanished within 20-40 days it takes to resolve a problem, I was never reimbursed for the money they accepted from me. Since it was 'under $25.00,' it was suggested I would spend more to have e-bay try to track the seller...so I do remember being stung and how it feels.
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| Alta |
12 Dec 2004 |
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The comments suggest that Overstock.com is a more or less reasonable company to deal with, if slow. But that their idea of customer service is so bad that if anything goes wrong, you are cooked. I guess that would give me pause before ordering.
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| ambermoon |
12 Dec 2004 |
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MoreMagic,
What a frustrating experience. Well, I'm sticking with what works--buying directly from deck publishers whenever possible, then from local shops, and from mega-corporate bookstores as a last resort. Nothing is a bargain when it takes so much out of you.
Thanks for the cautionary tale.
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| Alta |
12 Dec 2004 |
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I have to agree with umbrae. tarotgarden, alidastore and amazon give consistently good service and take care of their customers.
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| dolphinprincess |
12 Dec 2004 |
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Overstock is GREAT for good deals and saving money. But they are SUPER SLOW when something goes wrong. I've bought a lot of stuff from them with no problems - but learned how their Customer Service works the one time I didn't receive an item in the mail that I had ordered. It took forever to get the refund.. BUT, bc of the TOTAL aggravation I went through, the gave me a $10 credit to use towards my next purchase, in addition to my refund.
Basically, its a trade off. If you want the deals, you need to be willing to put up with a hassle if there is a problem. If you hate hassles, then you need to pay a little more and use a company that will rectify the problem ASAP. Its kind of like insurance. You pay for it in case you need it.
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| mac22 |
12 Dec 2004 |
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Avoid the RANTS ! Avoid BAD service!
Support Aeclectic Tarot!
Why support some humongous multi-billion-dollar corporation interested in separating you from your hard-earned cash, when you can support a business run by folks just like you .
I suggest you support the top two listed ! Support your neighbor…. Support Aeclectic Tarot …and shun those whose love for Tarot is not shared…
EXCELLANT advice as always.
FWIW I've only had one good experience with overstock.com
A maxim I follow is: Quality is remembered long after the price is forgotten.
this applies to service as well.....
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| MoreMagic |
12 Dec 2004 |
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Thanks, all. Umbrae, I had to laugh at your posting! All this started when I was hanging out at my local new age shop, looking for a small Halloween gift for someone who had done me a small but significant service. The owner, at the counter (who also knows the person) suggested the mini-Tarot, realized he was out of stock and located it on Overstock for me. "Oh no, " I said, "I'll wait until it comes in here. You know I'd rather spend my money at a local merchant." "But we won't get it in time," he said impatiently. "Just do it - I'm not going under for lack of your five dollars!" So I did. Again, karma!
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| Tarot Sparrow |
13 Dec 2004 |
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That's awful. I've ordered from them with good experience, but every place has its problems. It seems you ran into them all, how awful for you. I would take it as an omen; some people just have bad luck with certain places; just as some have great luck buying things on eBay (like me) and others have TERRIBLE luck (was this Kittaine?). I'd also suggest NOT going to chats for customer service. I didn't even know there was such a thing but I'd never do it; how do you even know you're talking to a customer service rep? It could be any weirdo, or if not, any incompetant person who could, like you say, cut you off at any time. Call the 800 number. I always call direct, I prefer it to e-mail even. I get much better service this way. Good luck!
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The Overstock.com ordering rant (warning, long!) thread was originally posted on 11 Dec 2004 in the Talking Tarot board, and is now archived in the Forum Library. Read the active threads in Talking Tarot, or read more archived threads.
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