Complaint Review: Overstock.com - Salt Lake City Utah

Around Thanksgiving I decided to purchase a California King Bed for my husband as a Christmas gift. As we currently had a queen size, I also purchased a mattress set, bed in a bag, and two sets of Egyptian Cotton Sheets. The entire order was around $2000, which I used the Bill Me Later payment option with the intent of paying it off with my tax check.

My shipping information was never updated. The following Friday I received a phone call from the shipping company saying they would deliver my bed the following Wednesday. I also received my bed in a bag and sheets when I returned home that day. I checked my order status online and saw that it said the mattress had shipped, but the bed still said "in process". My husband attempted to contact Overstock by phone but was hung up on three times. He then logged on to live chat and the conversation follows:

Welcome to Overstock.com's Live Chat! Due to increased holiday interest, your estimated wait time is 2 minutes and 32 seconds.

You are not currently in a chat session.

Welcome to Overstock.com Customer Service, you are now chatting with Lex C.

Lex C: Thank you for contacting Overstock.com how may I assist you today?

you: Hello Lex, I have tried calling overstock.com 3 times and have been hung up on each time

you: thought I would try this

you: A message was left at my work today from the delivery drivers trying to contact us but they were not given our home phone number.

you: We want to make sure that they are still going to deliver tomorrow and we would like to know the status of our Sleigh Bed.

Lex C: I would be more than happy to assist you with this. May I please get the order number?

you: yes, the order number is 22967980

Lex C: For security purposes, would you please verify the name and billing address on your account?

you: Sara Corya Lex C:

May I ask you to hold for a minute or two while I check my resources?

you: sure, Our big question is if the bed will be with the matress tomorrow on the truck

Lex C: Thank you for holding the item will be delivered tomorrow.

you: both the mattress and the bed?

Lex C: Yes.

you: Ok, that is great

Lex C: Is there anything else I can assist you with?

you: ok, we were just wondering as our order status states the mattress had shipped but the bed was still in process

you: but, if you say its coming, great

you: i think that is all that i needed

Lex C: Before you go let me interest you in purchasing one of our new and improved memory foam 3 inch mattress toppers for the low, low price of $129.99.

Lex C: http://www.overstock.com/cgi-bin/d2.cgi?page=proframe&prod_id=1528629

Lex C: Thank you again for contacting Overstock.com.

you: no thanks, but thank you for your help

As you can see, we were told that the bed was on its way. When the moving company showed up the next day they did not have a bed. I promptly called overstock and was told that we would have an answer in four business days (it was Wed afternoon, which would mean the following Tuesday) and that he would give me a $10 credit on my NEXT order. My husband grew impatient and called that Sunday evening. He spoke with a supervisor who promised to check with the warehouse manager and get back with us within two days.

I checked my order status that Monday and the bed was listed as "cancelled and credited". I then called Overstock again and was told that the beds were out of stock when I ordered. I informed the agent that it had flashed "10 beds left" when I placed my order. He then told me that ten other people had ordered the same exact California King sleigh bed at the same time I did. That is the point I called "bullshit" and asked to speak to his supervisor. After a 45 minute wait, I spoke with a very pleasant lady who could only suggest that something was wrong with the beds. She did bump our credit to $20 off our next order.

I eventually took this as far as the CEO and the most I have gotten is $50 off my next order. There is no way on God's green earth that I will ever send Overstock another dime. Now I am stuck with $1200 worth of mattresses and bedding that are on my floor and no hope of a decent bed on its way.

It has been suggested that they used a "bait and switch" tactic to sell the mattresses and bedding. Their customer service is pathetic and I feel sorry for anyone that does business with this company.

Sara

Seymour, Indiana
U.S.A.

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