Complaints

This profile includes complaints for Cincinnati Overstock Warehouse's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Cincinnati Overstock Warehouse

  4 W Crescentville Rd Cincinnati, OH 45246-1215

• 

  Cincinnati Overstock Warehouse

  12000 Princeton Pike Cincinnati, OH 45246-1724

• 

  Cincinnati Overstock Warehouse

  2782 Circleport Dr Erlanger, KY 41018-1079

• 

  Cincinnati Overstock Warehouse

  83 Spiral Dr Florence, KY 41042

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought sofa nd love seat on 11/25/204 and was told at the cash counter that if there would be any defect in materials they would refund it with out any questions. It has not been even a year that the picture shown the seating are sinking in when filed the warrant claim ( we are still in one year) we were told its normal wear and tear we paid around $1500 for this low quality furniture and creating un even surface impacting the back causing pain.

  Customer Answer

  Date: 11/08/2024

  Hello,

  Here is link to the warranty

  ****************

   

  Let me know if you have any questions.

   

  Thanks

  *******

  Business Response

  Date: 11/17/2024

  We're sorry to hear that you're not completely satisfied with the items you purchased a year ago. When you purchased with us, the warranty was provided by the manufacturer, not by our business. As such, it is the manufacturer who determines the resolution of any warranty claim. In accordance with the company policies you signed at the time of purchase, all claims must be go through a warranty process. It is not our policy to issue refunds outside of this process.

  I noticed that our warranty manager has already contacted you regarding your claim.  Per her communications with you, the wear appears to be consistent with normal use rather than a manufacturer defect. To clarify, Ashley Furniture’s warranty guidelines state: "All seat cushion cores in both Unattached Cushioning and Attached Cushioning will soften with normal use and will conform to the shape of the user. This shall be considered normal wear, and shall not be considered a loss of resiliency or a material manufacturing defect." You can verify that this is Ashley's policy by following the link you provided. I've also included an attachment.

  While we are unable to offer a refund, we would be happy to assist you in ordering replacement cushions.  As a gesture of goodwill, we will also provide you with a discount on these replacements, if you would like to purchase. Please keep in mind that replacement cushions will also soften with normal use.

  
  

• Initial Complaint

  Date:08/08/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 20, 2023 I purchased 2 recliners for $421.74 from Cincinnati Overstock to be delivered to the ******** ** location so I could pick them up. I was sent a text message the same day letting me know that the items were not in stock and would need ordered from their manufacturer and that it would take 2-3 weeks to arrive. I agreed to keep the order and wait the 2-3 weeks. 3 weeks go by and I contact them asking for the delivery date so I can arrange pick up and they claim it's going to take another week plus to arrive. At this point i ask for a cancelation because I only agreed to wait 2-3 weeks. Not 4-6 weeks. I need the replacement recliners now, not later and the company refused to cancel and refund me in full. They offered me cancellation with a 25% restocking fee, however the recliners were never in stock to begin with, so there should be no restocking fee. It's not like I canceled bc I simply didn't want them anymore, I wanted to cancel bc they can't deliver the product promised within the time frame they quoted. They offered to originally cancel my order so why now is it a big deal?

  Business Response

  Date: 08/09/2023

  We are sorry that your shopping experience with us has been unsatisfactory.  When you placed your order, a customer service team member notified you that we did not have your item in stock and would have to order the recliners with a 2-3 week ETA.  You were offered the option to cancel your order if you did not want to wait, but you declined to cancel and agreed to the 2-3 week ETA.  We proceeded to order the recliners for you. You contacted us to cancel before the 2-3 week ETA had passed and according to the policies you agreed to, a cancellation fee applies.  As of today, we have not yet reached your ETA date.  Although we disagree that there was a failure on our part, we are willing to make an exception in this case and provide you with a full refund. A customer service agent will reach out to you to process the refund. 

• Initial Complaint

  Date:06/12/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a bedroom set and paid an extra fee for delivery and assembly. Their 3rd party delivery company then called the morning of as I was given a slot of 730-11. When I made the order with Amber over the phone I asked her to have delivery company call both my phone and my husband's. They never called my husband's phone. I was in the living room which is close to our front door and no one ever rang our doorbell per our ring surveillance. Once I saw I missed their call I called the number back and no one answered, I sent a text, no one responded. I called into the 800 number and asked what the status is of my delivery. I was told the manager would call me back at 11 when he comes in. I was hung up on twice by customer service when I asked to be sent my receipt. I was then told by manager Roland Wethington that I would have to pay a full delivery fee of 105.43 over again. I am requesting to be refunded my second delivery fee since there is nothing on my invoice showing that they made reasonable attempts, never called the second contact number as I told them to, and it's not ok to treat a customer like this. We had purchased a living room and bedroom set with them in the past, and have given them a fair amount of business. For this company to treat a customer like this, after one missed call, and to be allowed to charge a second fee of $105.43 is not appropriate. I am requesting Cincinnati Overstock reimburse me for the extra $105.43 fee they charged me.

  6/22/2023:  Additional information provided by the customer:

  Wanted to add an update for my complaint. We finally got our bedroom set delivered this week but the footboard was damaged so the bed is still not assembled and now we are waiting to hear back from them when we can get a new one.  I still want my $105 back from them  also.

  Customer Answer

  Date: 06/23/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  From: ***** ******
  Date: Fri, Jun 23, 2023 at 9:46 AM
  Subject: Re: Quick update for my claim for Cincinnati Overstock Furniture
  
  
  Hi *****,
  They just delivered the repaired footboard so our bed is complete now. Just go ahead and close this out. It's not worth the fight, time and energy to try to get them to pay me the $105 back. My husband and I are just too tired with other projects and work at this point and would rather close this out. 
  
  Thank you
  ***** 
  
  
  

  Business Response

  Date: 06/27/2023

  
  The customer purchased delivery and assembly at the time of purchase.  On the scheduled delivery date, the 3rd party delivery service was at the customer’s residence during the confirmed delivery window.  The delivery service made two courtesy calls, one 15 minutes before arriving at the customer’s home and the second when they arrived at the customer’s home.  The customer did not answer either of these calls.  Per the delivery service, no one answered when one of their employees knocked on the customer’s front door.  The delivery service provided our company with screenshots of unanswered calls and photographs of one of their employees at the customer’s front door to provide proof of their attempts to contact the customer and complete the delivery.  The customer is responsible for being at the delivery address and responding to the delivery service during the confirmed delivery window. Per company policy, if a customer is not home (or does not respond) during the delivery window, they are required to pay a second delivery fee.  The delivery service requires a separate delivery fee per delivery attempt; therefore, we will not refund the second delivery fee to the customer.  We do appreciate the customer's business and regret the circumstances of this incident. 
  
  
  --
  Kind regards,
  Anna K.
  Cincinnati Overstock Warehouse
  ###-###-####
  

  
  

• Initial Complaint

  Date:02/02/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made a purchased of over $2500 on either 12/28 or 12/29 for a sectional couch, an extension, and an ottman. We were quoted 4-6 weeks. I have contacted them on several occasions for an update. The first update stated that they had one piece and there was a load date of 1/21 for the rest. I contacted them on 1/23 asking about our order and was told they had one piece and that the load date had changed to 2/1. Contacted them on 2/2 and was told that a load date was now changed again to 2/7. Our original have by date is 2/9. I asked if we would have it by then and have been told the company SHOULD have it but we won't. Then they quoted that they give the manufacturer 30 additional day after the quote date to receive our items. I asked for a refund they said I would have to pay 25% restocking fee. They won't keep their word, they won't provide firm dates, and they want to keep our money. This is not okay.

  Business Response

  Date: 02/03/2023

  We are sorry that you have had a disappointing experience with us.  We always want our customers to receive their products as soon as possible and never intentionally delay any item which a customer has purchased.  You signed and agreed to a copy of our policies and procedures at the time of your purchase which stated: “The ETA we provide you at the time of your purchase is according to the best information we have at that time. These dates are only estimates as Cincinnati Overstock Warehouse is dependent upon the manufacturers to ship your item/s and we cannot promise specific arrival dates. By signing below, you acknowledge that you understand that your ETA is an estimate and not a promise from Cincinnati Overstock Warehouse regarding when your product will arrive in our warehouse. If you are over your ETA by 30 days or more, you can cancel for a full refund. If you would like to cancel your order and it is less than 30 days past your ETA, you will be charged a 25% cancellation fee.”  When you contacted a customer service team member, you were given an estimated load date (ELD) from the manufacturer.  The ELD is the date that they estimate they will be able to load your item/s onto a truck and bring them to our warehouse.  We an item loads, we expect to receive it at our within 2-3 days. Sometimes the manufacturer changes the ELD and unfortunately, we have no control over that.  We have provided you on multiple occasions with the most current ELD from the manufacturer as well as an explanation of how the process works from our end.  At this time, we expect to receive all of your items by the day after the ETA provided to you at the time of purchase. You are welcome to pick up your items so that you can receive them more quickly and we will provide a full refund for the delivery fee.  We regret the disappointment this has caused you and are willing to discuss a resolution that is satisfactory to you.  Please text us from our homepage or call our customer service team member at ###-###-####.  Thank you.  

  Customer Answer

  Date: 02/03/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Now I'm told I can come pick up pieces of my order at my own expense on top of not even knowing when I the order will fully be satisfied.  This is unacceptable. 

  I would like a detailed list of what they do have and what they do not.  I think at this point, they should bring a full sectional if they have it and then bring the ottoman later if when that arrives if that is the only hold up. 
  
  
  Regards,
  
  
  
  ****** ****
  
  

  Business Response

  Date: 02/06/2023

  A customer service team member has notified you regarding the items we have received. We have also asked the 3rd party delivery service to contact you in order to schedule your delivery.  Once all of your items are received, they will be delivered to you as soon as a route is available in your area.  If you would like two separate deliveries, a second delivery fee is required.  You are not yet at your ETA date but we are expecting to receive the last item on your order by that time.  We never intentionally delay a customer’s items and hope you understand that we do not determine the date when we receive items from the manufacturer.  Thank you. 

  Customer Answer

  Date: 02/07/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I received a phone call yesterday saying the next delivery date was 2/16/23.  They did not indicate whether all items had been received.  

  I also received a text yesterday stating:

  Hello, we have received all pieces of your sectional and we are getting that sent over to the delivery team to reach out for scheduling. The ottoman still has the load date of 2/7. We may receive that in time for your scheduled delivery date if we do we will add it onto the delivery. However, if it does not arrive in time for the delivery date you will need to pick the ottoman up. Please let us know if you have any questions.

  I replied: We do not have a vehicle large enough to pick up the ottoman. We need it delivered.

  They replied: In that case we can wait for it to arrive to be sent to our delivery team but we can not make two separate deliveries unless an additional delivery fee is paid as they are a third party delivery company. It is expected to load and leave the manufacturer tomorrow and we usually receive it within two days. At that time we can deliver all of the items to you at once.

  So the customer is required to pay two delivery fees to fulfill their obligation.  This is totally unacceptable.
  
  
  Regards,
  
  
  
  ****** ****
  
  

  Business Response

  Date: 02/17/2023

  We are unsure of what resolution you are seeking. We do not have an obligation to provide you with a free delivery.  Your full order was received by the ETA date that you agreed to when you placed the order. You purchased on 12/29/22 and agreed to a 4-6 week ETA.  All of your items were received by 2/9/23, which was six weeks. The document you signed stated, “If you have purchased delivery, your ETA does not include the time of delivery to your home.”  We provided the option for you to pick up your items to receive them sooner. You declined this option.  Your order was sent to the 3rd party delivery team. They contacted you and scheduled your delivery.  We notified you on 2/10 that all your items would be included in your delivery.  All of your items have been delivered. Unless you can specifically state a resolution you are looking for, we consider our business with you concluded. 

• Initial Complaint

  Date:10/23/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Delivery scheduled for 10/21/22. Arrived on time. Delivery # 1 person stated that couch would be a “tight fit”, was asked to sign a waiver stating they would not be responsible for any damage during delivery to the destination of the couch. Signed waiver, as we had done several measurements knowing this couch would be able to fit in our home. Delivery # 2 person came up to doorway and stated “ it will not fit” Again we had done several measurements knowing that said furniture would fit. They at no time attempted to the couch into the doorway, had even offers to take door off our ourselves, they declined. Said we could return couch for a 25% restocking fee. We did not want to return couch, because again we had done several measurements knowing it would fit. 10/22/22 Father 68 years old and son in law able to furniture in designated area within 20 minutes with no issues. Went to the store today to get another piece, (which we purchased because of great customer service) and to ask for a refund of the services that were not rendered , which was $109.00 that we were asking for., nothing compared to what we have spent in the store. Told we would receive a call by Monday, we did a call today 10/22/22 from Rowland, store manager stating he was not there for the delivery and he had talked to the owner of the delivery that said they did attempt, absolutely not true. Rowland stated that the delivery company was a 3rd party and we could try to recoup our money from them. I have pictures of where they left the couch and the couch actually in the area that it was suppose to go in with no damage or issues. Unfortunately we have spent $1800.00 in this store and the customer is wrong for asking for a refund of 109.00??

  Business Response

  Date: 10/26/2022

  We are sorry to hear that you had a negative experience with the 3rd party delivery service.  I did contact the delivery service and his recollection of the delivery attempt is different than what you've detailed in your complaint.  Because we value you as a customer and appreciate your business, we are willing to refund half of your delivery fee due to the circumstances surrounding your experience.  The delivery service did bring your purchased items to your home, therefore, we feel it is fair that you pay half of the delivery fee.  We will be reaching out to you soon!  Thank you again for your business. 

  Customer Answer

  Date: 10/29/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******** *******