Complaints

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

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• 

  Beyond, Inc.

  799 W Coliseum Way Midvale, UT 84047-4867

  
• 

  Bed Bath & Beyond

  825 Pilgrim Way Green Bay, WI 54304

• 

  Bed Bath & Beyond

  5445 S 76th St Greendale, WI 53129

• 

  Bed Bath & Beyond

  3000 S Soncy Rd Amarillo, TX 79124

• 

  Bed Bath & Beyond

  3777 Strandherd Drive Nepean, ON K2J 4B1

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:08/02/2022

  Type:Service or Repair 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 contacted Overstock about a month ago. There was an item that I wished to purchase. I signed up for the mailing list ONLY FOR THE COUPONS. So of course I enter my email address, and I get about 5 coupons a day. When I go to try to make my purchase, it says that none of these coupons can be applied.I called Overstock and talked to a ***************************** service agent. They basically repeated the same thing about 5 times. Which I'm human and I can understand the first time. They told me that the table I wished to purchase was on sale and that I cannot use a coupon for that. The coupon I was using was for sale items. So after going back and forth with this lady, I asked for a manager. Lyndsee came on the phone. I was on the phone with her for another hour. She had no idea why these coupons were not working, but tried to help. Due to all my frustration, she agreed to give me 20% now, and then an extra 10% off once the item shipped (this would be refunded back to my credit card). I had a **** gift card of $500. She told me the system would not allow to use 2 **** cards, so instead, suggested that I purchase an overstock gift card of $500 and then use my card. Fine, I said. Now we start going back and forth on email. All of a sudden I don't hear from her for about 5 days. She apologies and tells me she will call me at 2pm (this was last week). No phone call, nothing. I sent her an email, and that was one week ago. No response. So now I have a gift card for $500 to Overstock, and I STILL have not been able to put in my order because the discounts are not pulling up on my end (she said she can place the order). I did let her know that I am a member of Rabuken which provides immediate rebates. Overstock has a 5% rebate, so I asked her for an additional 5% discount = total of 35% off. Why is it taking over a week to hear from these reps and a month to place an order? This is ridiculous! If i don't hear back soon, I'm getting my money back for this gift card.

  

  Business Response

  Date: 08/03/2022

  To Whom It May Concern:
  
  The *********************************************************************************** regarding an item she was interested in buying.She signed up to be on the mailing list to receive only coupons.
  
  07/14/2022
  The ***************************** received some emailed coupons and when she tried to order with the coupons none of them would apply.
  
  07/15/2022
  The ***************************** called Overstock and the ***************************** service agent repeated more than one time that a coupon cannot be used to purchase an item on sale. The ***************************** advised the agent that the coupon she was trying to use was for sale items. The ***************************** asked for a manager.
  
  The manager advised the ***************************** that she would help her.  She would give the ***************************** a discount for the inconvenience she was experiencing.
  
  07/19/2022
  The ***************************** emailed the manager to ask if they could chat that day and complete this purchase.
  
  07/21/2022
  The manager replies and asks if the ***************************** had purchased the gift card yet because it can take up to 24 hours to see it in your email. The ***************************** had not purchased it yet.
  
  07/25/2022 07/27/2022
  The ***************************** emails the manager several times.
  
  07/27/2022
  The manager replies to the email and states she will call the ***************************** the next day in the evening and help with placing the order. The manager promises all the discounts the ***************************** has requested.
  
  07/28/2022
  The manager did not make the call to the *****************************.
  
  07/29/2022 08/02/2022
  
  The ***************************** emails the manager and states if she is not able to assist to please have someone else contact her.
  
  08/02/2022
  The manager replies to the ***************************** and through emails they are in the process of finding a time for both to be available.

  
  08/03/2022

  Today the manage said she can work around the ****************************** schedule today until 4:30 PM EST or tomorrow (08/04/2022) at 8:30 PM EST or 10:00 PM EST. The manager is waiting for the ***************************************************** reply and confirm what works best for her.

  
  Sincerely, Overstock

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17657594
  
  I have responded to the manager and I am awaiting a call later today.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/05/2022

  To Whom It May Concern:
  
  08/05/2022
  The manager replied to the ***************************** email and advised she would be able to help place the order with customer today 08/05/2022 if the ***************************** has a few minutes. Otherwise, the ***************************** will be contacted on Monday 08/08/2022. By the manager to complete the order.

  The manager also explains why she thinks the coupon has not worked for the *****************************. The case shows the manager is waiting for the ***************************************************** reply to the email.
  
  Sincerely,
  
  Overstock

  
  

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17657594
  
  I am rejecting this response because:

  I am not sure why it is so difficult for the manager to understand that I do not have a phone during business hours. I have asked her repeatedly to let me know when she will call so I can plan for it. The last 2 times, she told me she would call at a specific time, she never did. I then sent her a message saying so, and in response I received "my apologies, I got busy." What is the purpose of setting a time to discuss? This is just a waste of time!

   

  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/12/2022

  To Whom It May Concern:
  
  08/12/2022
  
  The notes on the case indicate that we have an agent on this case now. He has called and left the ***************************** a message stating he will be in the office until 8:30 EST. He has also sent the ***************************** an email stating he will be reaching back out to her later to help place the order and issue the coupon discount that was promised.
  
  Sincerely,
  
  Overstock

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17657594
  
  I am rejecting this response because: I have been going back and forth by phone call with this company. They do not call when they state they will call. The original issue has been pending for about a month.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/17/2022

  To Whom It May Concern:
  
  08/17/2022
  
  An Overstock agent called the ***************************** yesterday (08/16/2022) and assisted with placing the order and gave the requested and promised discount of 35%. The ***************************** was sent a detailed email with details showing the math regarding the discount. The case has been closed.
  
  Sincerely,
  
  Overstock  

• Initial Complaint

  Date:08/01/2022

  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 6/10/2022 I purchased the Donner 27-inch Fabric Counter Stool (Set of 2) by Christopher Knight Home from Overstock.com (Order Number: *********) . It was supposed to be delivered by 6/22/22, but was not. I checked the tracking number and received a message from ***** that a label was created but they had not received the product from Overstock. I contacted overstock, and was advised to wait a week and if I had not received the item then I should cancel my order and rebuy the item. After a week the item still was not shipped, so I requested and received a refund, and proceeded to reorder the item. On 7/1/22 I reordered the counter stool (Order Number *********) , and received the item on 7/8/22. On 7/15/22 I began to assemble the stools, and realized that I was sent four left legs, instead of two right legs and two left legs and I was unable to complete assembly of the chairs.On 7/15/22 I contacted customer service through chat, and they put in an order to ship me the correct parts. I was sent tracking information, and by 7/22/22 ***** told me that a label has been created but they were not given the package to be shipped. As this was the same message I received for the original stools I became concerned and contacted overstock again, and was told that this would be processed in 2-5 days. On 7/25/22 I contacted overstock again and they put in another request for the parts, and I was told I would be updated about the parts and I never was. On 7/28/22 I contacted overstock again and was told that my situation would be "escalated" but still nothing happened. On 8/1/22 I received a call that the warehouse was not going to ship my parts because it is out of stock and I would have to find packaging, disassemble the stools, and find a way to transport a large an extremely heavy box on my own to *** to return the item so I could get a refund. This is extremely unprofessional, and somehow I am being punished for something that is their mistake.

  

  Business Response

  Date: 08/04/2022

  To Whom It May Concern
  
  6/10/2022 ***************************** submitted an order for Donner 27-inch Fabric Counter Stool (Set of 2) by Christopher Knight Home.
  7/1/2022 The *********************************************************************************** advising they just received the order and wanted a refund.
  The ***************************** was advised by Overstock it would take 3-5 business days to process the refund and that an email would be received within 48 hours. ***************************** was advised of normal posting time frames.
  7/11/2022 Overstock released the refund back to the form of payment.
  8/2/2022 The *********************************************************************************** advising they missed a call from the partner warehouse.
  Overstock advised the partner warehouse may call them back or send an email within 1-4 business days.
  
  Overstock has already released the refund for this ***************************************************** 7/11/2022.
  
  Sincerely
  Overstock

• Initial Complaint

  Date:07/31/2022

  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 purchased a carpet labeled indoor outdoor carpeting and it is not holding up Outdoors. I sent pictures of the mold to the company Overstock and they said it is misuse.

  

  Business Response

  Date: 08/01/2022

  To Whom It May Concern
  
  9/7/2021 ***************************** submitted their order for a Nourison Aloha Leaf Print Indoor/ Outdoor Area Rug Option: 7'10" x 10'6" - Ivory/Navy.
  7/29/2022 *********************************************************************************** stating the rug has mold on it.
  Overstock advised the ***************************** that the rug does not come with a warranty and the item has been in their possession for almost a year.
  ***************************** requested a supervisor.
  The ***************************** was requested to send photos of the rug and the issue was escalated to a specialized department that would handle the concern.
  7/29/2022 The specialized department they would handle the mold issue, determined that the rug did not arrive with mold,nor did the mold develop shortly after delivery, the mold developed due to howe the item was cared for.
  7/31/2022 The *********************************************************************************** via chat, requesting a return for a refund.
  The ***************************** was advised that the rug did not arrive with mold, nor did it develop it shortly after receipt which may indicate unseen mold.
  The return was reviewed by the Executive Offices of Overstock and has been denied.
  
  Overstock will not be accepting a return for this order due to being 9 months and 21 days past the return window policy.
  
  Sincerely
  Overstock

  Customer Answer

  Date: 08/01/2022

   
  Complaint: 17649119
  
  I am rejecting this response because: Overstock sold a carpet labeled outdoor carpet but it does not drain. It is not an outdoor carpet.
  
  Sincerely,
  
  *** Matteson

• Initial Complaint

  Date:07/31/2022

  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.

  We purchased a bedroom set from oves***********************ck.com, we had issues in the delivery of the order where delivery options weren't provided and meant that I had *********************** *********************** carry 600+ lbs worth of furniture up a flight of stairs. This was explained by the ***************************** Service representative (CS rep) *********************** be my fault even though I informed them that "Room of Choice" was not available at checkout and my request *********************** add this post checkout was denied. This was very difficult for me *********************** move upstairs an a series health hazard.Our main issue is that once the bedroom set was assembled in the bedroom it gave off a chemical smell that is making my wife sick. Over a month ago we contacted Overstock *********************** return the item and have since been waiting for both the removal of this furniture and the full refund. Both of which have been promised and neither of which have happened. I have requested *********************** speak *********************** management but they do not call as promised by the ***************************** Service rep. ****** help us *********************** influence Overstock *********************** get this furniture out of our house as we are not able *********************** sleep in our own bedroom until this gets removed and honestly, Overstock owes us some form of damages for this major inconvenience. This would be a complete nightmare, if only we could sleep.

  

  Business Response

  Date: 08/03/2022

  06/01/2022
  ***************************** purchased order 380525391.

  
  06/17/2022
  The order was successfully delivered.

  
  06/20/2022
  *********************************************************** a damaged nightstand, and a part request was entered for the drawer to be replaced.

  
  07/05/2022
  Overstock requested that a nightstand be sent to the ****************************************************** just the drawer.

  
  07/14/2022
  ********************************************************************************** that he is tired of waiting for parts and he would like to return and there is a chemical smell on the set that is making his wife sick.  The ******************************************************* asks if he can be reimbursed for the cost to have the set assembled that he had to pay.
  On the web site under the Specifications, it states Assembly is Required.  Overstock is not responsible for the cost to assemble as the ***************************** has been advised and it is their choice whether to assemble on their own or to hire someone to do the job.

  
  07/19/2022
  The ***************************** emails Overstock and states he wants the set picked up and a full refund and $250 in store credit for reimbursement to cover the assembly cost.

  
  07/19/2022
  The case is escalated to the Oversized items department and the documents needed for the pickup and return of the order are being submitted.

  
  07/24/2022
  Oversized **** department agent contacts the ***************************** and first asks if the item could possibly be donated and the ***************************** replies that it is much too heavy that he needs it taken out of his home.

  
  08/01/2022
  The ***************************** is given $350.00 in store credit for the inconvenience he has experienced.

  The ***************************** is emailed the tracking number for the return and the phone number of the carrier that will be picking up the set. The **** of Lading is attached to the email that will need to be signed by the driver upon pick up. The ***************************** is advised that the carrier will be calling him to set the appointment and the phone was given so the ***************************** can call and arrange the pickup it he would like to.
  
  
  
  08/03/2022
  Tracking for this pickup is showing estimated day for pickup is 08/11/2022 the ***************************** can call and arrange the day for pickup.

  
  
  Sincerely,

  
  Overstock

• Initial Complaint

  Date:07/29/2022

  Type:Billing 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 went on the website overstock.com. My order #*********. The table that I had in my cart was listed on sale for $551. When I went to check out through paypal, my cart was still showing as I believe $721 ( I had another item in my cart along with the table). When I was sent back to the paypal site I got a message thanking me for my order with a total of $845.04. I immediately started a chat with the agent (uploaded chat conversation below). First the agent tried to say that the difference was probably because of the tax. I said no, the tax was already included. Then the agent told me that they have no control over the sales and that the second that I went to check out that the manufacturer probably changed the sale price. I told the agent that this was really not a fair practice, it was like bait and switch and definitely false advertisement. I asked if it could be escalated, and I was told there is no escalation process for coupons. I also asked if the coupon could be changed to the 12% off coupon that they are advertising today (which would come to a little less than the difference) which would be a fair solution, and I was told that they couldn't do that either. I would like the difference refunded.

  

  Business Response

  Date: 07/30/2022

  To whom it may concern,
  
  This customer placed on order for two items on 07/29/2022. A coupon was used that saved $40 off of a purchase over $500 - this type of coupon is applied to each item proportional to its cost and applies to all items, regardless of sale or promotion. The grand total, after the $40 coupon was deducted and $53.43 in sales tax was added, was $845.04. This reflects the price that was in the Checkout screen at the time of purchase.
  
  One item was a four-light chandelier that was normally $157.49 before tax but was on sale for $149.62. The coupon deducted $7.20 from the sale price, and after $9.61 in sales tax was added, the total for the chandelier was $152.03.
  
  The other item was a five-piece dining table set in the Black option that was not on sale. The coupon deducted $32.80 from the $681.99 regular price, and after $43.82 in sales tax was added, the total for the table set was $693.01.
  
  It is not possible to charge a different price than what is confirmed on the Checkout screen when a customer selects "Submit Order." The Overstock Customer Care agent the customer spoke to by phone on 7/29/2022 may not have been clear to the customer that if the price had changed on the table, it would show the changed price in the Checkout screen - when the customer selected the green "Submit Order" button, only the correct $845.04 total would be shown. Overstock apologizes for any miscommunication about how the Checkout screen works.
  
  For example, if an item is placed into a customer's Shopping Cart showing to be $100 after tax, and continues to show as $100 while the customer is entering their shipping information on the Checkout screen, but during that time the price changes internally to $150, it would not be possible to select "Submit Order" showing a $100 charge and be charged $150. If the Checkout screen still shows $100, the system will not allow that order to go through unless it can honor that displayed $100 price.
  
  There are a few explanations as to what could have happened, but without a screenshot or email confirmation we can only speculate as to why the customer was expecting a different price. The most likely scenario was the customer had a "percent-off" coupon that was swapped with the "dollar amount off" coupon. These coupons function slightly differently as to how they are calculated, and in this instance a "percent-off" coupon may have been a better savings for this order. If the customer selected the "dollar amount off" coupon in error, or tried to use both coupons together (i.e. stacking), then only the last coupon selected would be active on this order.
  
  Another possibility is the customer may have been looking at a different color option for this table set that was no longer available. This table set came in a Black and a White option, with the White option showing to be significantly less than the Black option. However, the White option is out of stock - if the White option went out of stock prior to purchase, and the customer went back to purchase the White option but selected the Black option instead, they may not have noticed the different color and price until after their submission. 
  
  A third possibility would involve a third-party coupon error, where a coupon is offered by a different website for Overstock products. These kinds of websites will usually require the customer to complete their purchase using that third-party website, where they place the order on behalf of the customer. Completing the purchase with Overstock directly instead of through that website may have bypassed the expected coupon savings.
  
  In summary, if the customer has any screenshots or email confirmations that can show what price the customer was expecting, we can better determine the cause of the price discrepancy. Otherwise, the purchase price is correct based on the coupons used and option selected. It is not possible to submit an order for a price that is different than was confirmed in the Checkout Screen, and the table set has been confirmed as not having any regular price increases during this timeframe.
  
  Sincerely,
  Overstock.com

• Initial Complaint

  Date:07/28/2022

  Type:Customer Service 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.

  Purchased a twin over full bunk bed from Overstock. Their website clearly states that this item will ship in one box. From Overstock Website (https://www.overstock.com/Home-Garden/Max-Lily-Farmhouse-Twin-over-Full-Bunk-Bed/34818451/product.html) it states "Ships in one box with instructions and hardware included. 2+ adults make assembly quick and easy. ". The item arrived in two boxes. From the manufacturer's website (https://maxandlily.com/products/modern-farmhouse-twin-over-full-bunk-bed?variant=39864955797615) it clearly states "Bed ships in two boxes and is heavy due to solid wood construction. Mattress and bedding not included"The two statements could not be more different. Overstock claims it ships in one box and easy assembly. Manufacturer indicates that it ships in two boxes and is heavy. I contacted Overstock about this several times, but their ***************************** service is so horrible that all they would do is disconnect from the chat when I proved that their website was falsely listing the details on this item. When you call the ***************************** service line, they are not English Speakers and are very unhelpful and unintelligible about the issues. I would like to hear back from them on why they are advertising this item falsely and why their ***************************** service is so poor.

  

  Business Response

  Date: 07/28/2022

  Hello Whom it May Concern,
  
  ***************************** placed their order for a bunk bed on 7/19/2022. ************************************************************************************ 7/23/2022 to request for a price change, agent confirmed that the item went on sale and the price change was denied. Item was purchased at normal price, we are unable to change the price when it drops due to a sale. The ***************************** called in again and get a different Overstock agent, the ***************************** requested for a coupon adjustment at this time. Previously had a 15% off coupon for the order, the agent refunded another 5% to the ****************************************************** the 20% coupon they wanted to use instead.

  
  On 7/26/2022 the ***************************** reached out by chat wanting to be refunded for the money spent with the carrier to hold the packages for delivery on a later date and that the item shipped in 2 boxes not one. Our agent confirmed with the ***************************** that we would contact the warehouse about the information being incorrect for the item and how it shipped and that we would look into the reimbursement for to hold the packages. An email was sent over to have the product information corrected for the details on Overstock website for the item. Overstock confirmed with our warehouse on 7/27/2022 that they would be updating the information. 

  
  The ************************************************************ again by chat on 7/28/2022 to confirm the status about the reimbursement and the product details being incorrect. Our Overstock agent informed the ***************************** we wouldnt be able to issue a discount for the item shipping in 2 boxes and confirmed there might be reasons why it now ships in 2 boxes. The agent then ended the chat due to no immediate response. The ***************************** chatted in again and requested for a manager because of how the issue has been treated. The chat ended due to no immediate response again. The ***************************** chatted in again, our Overstock agent confirmed with the ***************************** the issue and confirmed that we would not be able to reimburse them for the costs to hold both boxes. 

  
  Overstock has reviewed the ****************************** request for reimbursement of the costs of holding the packages. Overstock aims to ship items as quickly as possible, as do our delivery partners. The ******************************************************************************** have the carrier hold the items independent of his order with Overstock and therefore no reimbursement is due. 
  

  
  Sincerely, 

  
  Overstock.com
  

  
  

  Customer Answer

  Date: 07/29/2022

   
  Complaint: 17636632

  
  I am rejecting this response because:

  The issue is not about holding shipments or anything of this nature.  The issue is Overstock has incorrect information on their website in regards to how this item ships. I contacted the manufacturer about this issue and they confirmed that this item ships in two boxes, yet Overstock indicates that this ships in one box.  This discrepancy has had a negative impact on my ability to move and construct the product that was shipped.  That is aside from the fact that I have had to incur extra shipping costs for having my package delivery date changed for two boxes (shipments) compared to the one box (shipment) that was indicated on their website when I purchased the item.

  The excuse for disconnected being because of inactivity is completely false, as indicated in the chats (pasted below) that shows that the Overstock Rep simply disconnected because she knew Overstock was wrong and the had no further explanation for their error.  There was no inactivity other than the inactivity by Overstock.  Please see below. 

  Chloe (7/28/2022 10:11:04 AM): Hi! I'm Chloe, Overstock's Virtual Assistant. What can I help you with today? Shipping & Order Status, Returns Info, How to request missing parts, Something else
  
  You (7/28/2022 10:11:11 AM): My Account
  
  Chloe (7/28/2022 10:11:12 AM): What else can I help you with today?
  
  You (7/28/2022 10:11:19 AM): agent
  
  Chloe (7/28/2022 10:11:20 AM): I'll transfer you right now. Thanks for chatting!
  
  Chloe (7/28/2022 10:11:20 AM): Thank you for your patience while we connect you with a ***************************** Care Specialist.
  
  ****** (7/28/2022 10:11:27 AM): Hello Brandon! Thank you for contacting Overstock! My name is ******, how may I help you?
  
  You (7/28/2022 10:11:42 AM): Good Morning ******,
  
  You (7/28/2022 10:12:00 AM): I just had a conversation with Cohen, but he continuously disconnected from our chats
  
  You (7/28/2022 10:12:12 AM): is it possible for you to review these chats for reference?
  
  You (7/28/2022 10:14:08 AM): hello>
  
  You (7/28/2022 10:14:15 AM): ?
  
  ****** (7/28/2022 10:14:22 AM): Hi Brandon. I apologized for that inconvenience. Unfortunately, we cannot review your past chats with that agent. I really do appreciate your patience and understanding.
  
  You (7/28/2022 10:14:49 AM): Sure
  
  You (7/28/2022 10:15:07 AM): This is in regards to Order #
  383901260
  
  You (7/28/2022 10:15:24 AM): Please do not disconnect from this chat until the issue is resolved
  
  You (7/28/2022 10:15:27 AM): OK?
  
  ****** (7/28/2022 10:17:22 AM): Thank you Brandon. May I confirm if this is the item? *** and Lily ****************************** Twin over Full Bunk Bed Option: Driftwood
  
  You (7/28/2022 10:17:35 AM): Yes that is correct
  
  ****** (7/28/2022 10:18:32 AM): Thank you for confirming, may I know how can I help you with?
  
  You (7/28/2022 10:19:00 AM): So in the description of this item it states that this will be shipped in one box.
  
  You (7/28/2022 10:19:07 AM): Do you see that in the details section?
  
  ****** (7/28/2022 10:20:32 AM): I understand that Brandon, I already check the tracking of the item and it shows there that there have 2 shipments for your order. This is the tracking  for your reference, https://wwwapps.ups.com/WebTracking/track?track=yes&trackNums=1Z849VE70366847691&requester=ST/trackdetails
  
  You (7/28/2022 10:20:47 AM): Yes I know.  I have received the items at this point
  
  You (7/28/2022 10:21:01 AM): Do you see in the details area of this item, where it says it will ship in one box?
  
  ****** (7/28/2022 10:22:57 AM): I see, I already check that Brandon and there is no showing there that will ship in one box.
  
  You (7/28/2022 10:23:31 AM): You don't see this in the details of this item?
  
  You (7/28/2022 10:23:33 AM): "Solid *********** pine wood construction, solid plywood slats and metal support bar provide strong, durable support. Works with standard twin and full-size mattresses and does not require box springs or bunkie boards. Super safe design meets or exceeds F
  
  You (7/28/2022 10:23:53 AM): Federal safety standards for kids furniture. Ships in one box with instructions and hardware included. 2+ adults make assembly quick and easy.
  
  You (7/28/2022 10:25:07 AM): do you see it now?
  
  ****** (7/28/2022 10:26:07 AM): I see, and may I know what is the problem with that?
  
  You (7/28/2022 10:26:51 AM): Well the website states that it ships in one box
  
  You (7/28/2022 10:26:57 AM): but it actually ships in two boxes
  
  You (7/28/2022 10:27:37 AM): this is much harder for a single person to move and assemble
  
  You (7/28/2022 10:28:04 AM): also the delivery date needed to be changed on the shipment, which cost more money considering that it is two shipments
  
  You (7/28/2022 10:28:15 AM): instead of one as advertised on your website
  
  You (7/28/2022 10:29:11 AM): you can see my problem with this discrepancy?
  
  You (7/28/2022 10:29:44 AM): why does your website provide information that is incorrect and false
  
  You (7/28/2022 10:30:01 AM): information that can and did negatively affect the *****************************
  
  ****** (7/28/2022 10:30:47 AM): I completely understand that and I really apologized for the inconvenience. No worries will do my best to help you out.
  
  You (7/28/2022 10:30:58 AM): thank you very much for your understanding
  
  You (7/28/2022 10:31:32 AM): I am glad to be working with a ***************************** service agent that actually understands the problem and can assist in correcting the issue
  
  You (7/28/2022 10:31:44 AM): the last rep was very quick to disconnect and not be helpful
  
  ****** (7/28/2022 10:32:47 AM): You are very much welcome. I really appreciate that Brandon.
  
  You (7/28/2022 10:33:36 AM): So what can Overstock offer to make this situation right?
  
  You (7/28/2022 10:38:15 AM): Hello?
  
  ****** (7/28/2022 10:38:37 AM): I completely understand that you wanted compensation for this moment. Just want you to know that sometimes the carrier does have their own limits for the package that's why they shipped the item in multiple boxes, as long as you received the item complete, I think that I completely fine for the *****************************.
  
  You (7/28/2022 10:39:30 AM): Well here is the thing about that line of thought
  
  You (7/28/2022 10:39:45 AM): I contacted the manufacturer of this item before I contacted Overstock
  
  You (7/28/2022 10:39:58 AM): they confirmed that this item actually ships in two boxes
  
  You (7/28/2022 10:40:11 AM): but Overstock simply has incorrect information on their website
  
  You (7/28/2022 10:40:43 AM): If you go to *** and Lily.com (the producers of this bed) you can see in their description that this actually ships in two boxes
  
  ****** (7/28/2022 10:41:22 AM): I completely understand that Brandon. I really apologized again for the inconvinience.
  
  You (7/28/2022 10:41:29 AM): "Bed ships in two boxes and is heavy due to solid wood construction. Mattress and bedding not included"
  
  You (7/28/2022 10:41:37 AM): https://maxandlily.com/products/modern-farmhouse-twin-over-full-bunk-bed?variant=39864955797615
  
  You (7/28/2022 10:42:14 AM): So you can see the description from the manufacturer states that it is two boxes and that they are very heavy
  
  You (7/28/2022 10:42:34 AM): while Overstock shows that it is one box and very easy to assemble
  
  You (7/28/2022 10:42:50 AM): Which are basically completely opposite descriptions
  
  You (7/28/2022 10:43:00 AM): Which is again where my problem comes in
  
  ****** (7/28/2022 10:45:47 AM): I really apologized for that Brandon.
  
  

  You (7/28/2022 10:46:55 AM): thank you for your understanding and that this is NOT an issue of carrier limits, but instead an issue that Overstock simply has incorrect information on their website
  
  You (7/28/2022 10:47:11 AM): So now, what can be offered to correct this situation?
  
  ****** (7/28/2022 10:48:17 AM): I understand that Brandon. It just so happen taht we cannot process you anything since you received the item in a good condition and the only thing is it shipped in multiple boxes.
  
  You (7/28/2022 10:49:04 AM): yes but the information on your website is incorrect
  
  You (7/28/2022 10:49:27 AM): I spoke with a rep yesterday that offered $20, but we were disconnected before he processed
  
  You (7/28/2022 10:49:34 AM): I would like to have that added to my account today please

  ****** (7/28/2022 10:51:42 AM): I understand that Brandon. It just so happen that there no cases showing here in my end for the $20 compensaton.
  
  You (7/28/2022 10:51:52 AM): From yesterday>
  
  You (7/28/2022 10:51:53 AM): ?
  
  You (7/28/2022 10:52:12 AM): What conversation did you review?
  
  You (7/28/2022 10:55:56 AM): Hello?
  
  You (7/28/2022 10:56:10 AM): I spoke with a rep yesterday and this was the agreement requested.
  
  You (7/28/2022 10:56:38 AM): Didn't speak but "chatted"
  
  Agent (7/28/2022 10:58:39 AM): Your chat session was disconnected. Would you like to download a transcript?

   

  Sincerely,
  
  Brandon ******

  

  Business Response

  Date: 08/01/2022

  Hello Whom it May Concern,
  
  Overstock is currently working with our partner to have the information updated on the details of the item. We will have the information updated on the website once we confirm with our shipping warehouse as well for the updated information. The ***************************** had requested for reimbursement for the costs to hold the packages and has been denied. 
  
  Sincerely,

  
  Overstock.com
  

  
  

  Customer Answer

  Date: 08/01/2022

   
  Complaint: 17636632
  
  I am rejecting this response because:

   

  Why would I accept this response when it is clear that Overstock is at fault for this false information being advertised on their site?  They have admitted that their site was incorrect at the time of purchase and are now denying my claim for reimbursement for shipping charges that are directly related to their mistake.  This company could learn a lot about customer service from reputable online retailers like Amazon and the like. I would never shop at this third rate company again. Especially considering how they take no responsibility when they are clearly at fault. 
  
  Sincerely,
  
  Brandon ******

  

  Business Response

  Date: 08/02/2022

  Hello Whom it May Concern,
  
  Overstock is currently working with our partner to have the information updated on the details of the item. We will have the information updated on the website once we confirm with our shipping warehouse as well for the updated information. The ***************************** had requested for reimbursement for the costs to hold the packages and has been denied. The ***************************** was offered a $10 in-store credit due to the extra package but was refused by the *****************************.
  

  
  Sincerely,

  
  Overstock.com

• Initial Complaint

  Date:07/28/2022

  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.

  Purchased a loveseat from overstock.com on 6/20/2022. I was notified that the loveseat arrived in columbus ohio 7/12/2022 and that they would be contacting me in 1-2 business days. I did not hear from them so I contacted ESTES (which was their freight company) to find out when they would be contacting me. They responded that they couldn't find the item and then i got another email saying they found the item and were working on delivery. This occurred 7/15/2022. I did not hear from anyone so on 7/25/2022 I went to overstock chat and asked for a cancellation of the order. They said they had to escalate it to the Oversized department and could not give me a status or cancel the order but the Oversize department would contact me in 3 business days. I have not been contacted by that department. so I went to the overstock chat again today (7/28/2022) and they say that they cannot tell me a status because the other department handles all oversize orders but they would contact that department again. I would like order cancelled I don't believe they will ever deliver the item or have lost it.. order number is *********.

• Initial Complaint

  Date:07/25/2022

  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.

  I placed an order on July 6, 2022 for furniture that was scheduled to be delivered on July 18, 2022. I never received the product and received an email regarding a delay until August 5, 2022. I reached out ro overstock and the first rep was unprofessional so I asked to speak with a manager. A manager named Kim took over the call and stated that she will reach out to the shipping company regarding my order and call me back within the hour. I called in at 12pm eastern time and as of 7pm that evening, I did not receive a call back. I called back to overstock to have the order canceled. I spoke with Jeannie that gave me a claim number of ******** and I was told the request to cancel my order and refund all of my money was being escalated. Jeannie stated I would have my refund in 3 days. Jeannie stated the order was escalated due to so many people canceling big orders due to shipping issues. I called back to overstock today due to my refund not received and no updates on the order. I was given a number to call the shipping company and was on hold for 50 minutes before hanging up and calling back to overstock. I spoke with a male and was given another claim number of ******** and was told again it was being canceled. I am getting the run around with canceling this order and receiving my money back so I may purchase from a more reliable company.

  

  Business Response

  Date: 07/26/2022

  To Whom It May Concern
  
  7/6/2022 – Customer submitted their order for
  a 3Pc Motion Brown Faux Leather Reclining Sofa, Loveseat & Chair Set.
  7/11/2022 – The order was ship confirmed within
  the system providing the customer a tracking number.
  7/18/2022 – The customer contacted Overstock advising
  the order was scheduled for delivery 7/18 then received a message that the
  order is delivering 8/5/2022. Customer requested a supervisor as they removed
  their old furniture to receive the new furniture.
  Overstock called the shipping company, who
  confirmed they didn’t have a scheduled delivery or contact from the customer
  about scheduling the delivery. The carrier confirmed the order was picked up from
  the warehouse 7/18/2022.
  7/25/2022 – Customer called Overstock requesting
  a refund advising they tried to cancel the order as the order has not been
  delivered yet.
  7/26/2022 – Overstock called the carrier and was
  advised the order is expected to arrive to the delivery terminal 8/1/2022.
  
  Once the item has been delivered to the local delivery
  terminal, the customer will be contacted to confirm a delivery date and time
  frame.
  
  Per tracking this order has not been scheduled
  for delivery. When purchasing a freight order with Overstock, the carrier does
  have 1-4 weeks to complete the delivery once the order ships per the Oversized
  Item Delivery Policy attached below.
  
  https://help.overstock.com/help/s/article/Oversized-Item-Delivery-Policy
  
  In the event the customer requests to return a
  freight order while it’s still within the delivery time frame, the customer is
  responsible for the return shipping fee’s which can range between $100 to $695
  that is deducted from the refund. The Oversized Item Return Policy has been
  provided within the link below for reference.
  
  https://help.overstock.com/help/s/article/Oversized-Item-Return-Policy
  
  
  Sincerely
  Overstock
  

  

  Business Response

  Date: 07/27/2022

  To Whom It May Concern
  
  When a customer requests to return a freight
  item that’s within the 1–4-week delivery time frame, the customer is
  responsible for the cost of return, per the Oversized Item Return Policy that’s
  accepted and agreed to by the customer at the time of placing the order. Within
  the Oversized Item Return Policy, it states the following below:
  You are responsible for the cost of the return
  shipping fee when you return an oversized item for any of the following
  reasons:
  
  You refuse a delivery without inspection
  You miss a delivery appointment
  You return a non-defective or undamaged
  product
  
  https://help.overstock.com/help/s/article/Oversized-Item-Return-Policy
  
  The customer has been contacted by the
  delivery company to schedule a delivery as of 7/26/2022 and the customer has
  notified Overstock to cancel the return/refund request.
  
  Overstock considers this matter resolved.
  
  Sincerely
  Overstock

  Customer Answer

  Date: 07/27/2022

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

• Initial Complaint

  Date:07/24/2022

  Type:Service or Repair 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.

  Purchased $8000 worth of outdoor furniture. First shipment was a partial delivery (without notice) and took about 4 calls and 4 weeks to explain to multiple agents that the order was not complete and for them to do something about it. Second order came damaged and still incomplete. It has taken another 3 calls and 3 weeks and no one has provided a resolution. Last call I made I told them to cancel the replacement for what came broken and what is missing a refund me the difference. The company offered me $300!!! This price does not even cover one single piece of furniture nonetheless two. Very disappointed this company took all my hard earned money and has taken an immense time in doing anything to resolve this

  

  Business Response

  Date: 07/25/2022

  To Whom It May Concern 
  
  This customer placed an order on 5/29/2022 that included two sets of outdoor furniture. One was a 9-piece dining set that comes with 6 armless dining chairs and two dining chairs with arms. The other was an 8-piece patio set that includes a 3-piece sectional sofa, 2 club chairs, 2 ottomans, and 1 storage coffee table.
  
  The items ship via freight. The two items were delivered together as they came from the same supplier. This shipment included 12 boxes: 5 for the dining set and 7 for the patio set. 
  
  Oversized items are delivered without a signature requirement unless there is an upgraded delivery option available or the supplying partner requires one. These sets did not have an upgrade selected and were scheduled to be delivered without a signature at the carrier's earliest opportunity. 
  
  Tracking estimates may specify a date for these items but that date is only an estimate. Freight can take 1-4 weeks to arrive once it has shipped from the source facility. More information Overstock's Oversized Item Delivery and Return Policies can be found at the following links:
  
  https://overstock.force.com/help/s/article/Oversized-Item-Delivery-Policy
  https://help.overstock.com/help/s/article/Oversized-Item-Return-Policy
  
  On 6/13, the customer contacted Overstock to report their shipment was incomplete - their text message conversation went inactive. The customer followed with a phone call to Overstock Customer Care. They stated they received only a portion of both sets: the customer received 2 of 6 armless chairs for the dining table set, and 2 chairs for the furniture set.
  
  This should have been escalated to our Oversized Tracking and Delivery team.    Specialized agents would have contacted the carrier to determine why only some of the 12 expected boxes were delivered.  A dock search would have been requested if the carrier did not show they had the missing freight.   The agent who spoke with the customer made an error when escalating the issue and this did not happen. 
  
  On 6/20, the customer called Overstock to follow up.  The agent escalated this to our Oversized team.  There is a 3-4 business day timeframe to reach back out to the customer. The customer called back on  6/23,. It was confirmed that Overstock had requested a dock search for the remainder of this customer's order.
  
  The local terminal schedule a delivery for what freight was found. This was arranged for 7/5. On 7/6, a request to replace a damaged Curve Seat and Cup Holder was submitted to our supplying partner. This request has been delayed due to the supplier requesting additional pictures. 
  
  The customer has confirmed they have their complete order except for one Curve Seat and a Cup Holder, both of which were damaged. The customer has requested a partial refund to keep the set as-is - Overstock has offered a partial refund of $300, but the customer did not approve that amount. Overstock is working with the customer.
  
  Sincerely,
  Overstock
  
  

  Customer Answer

  Date: 07/26/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  Multiple pictures of the damaged items were originally shared with Overstock the same day the complaint was made and there has been no one who has reached out to ask for additional pictures, how is the attempt documented?. Furthermore, No attempt of communication has been made by Overstock to further resolution of the issue after rejection of the $300
  
  
  
  Sincerely,
  
  ******** *****
  
  

  

  Business Response

  Date: 07/27/2022

  To Whom It May Concern
  
  The customer rejected the compensation offered
  7/23/2022, requesting a better offer or a return for a refund.
  7/27/2022 – Overstock initiated a return for
  the set calling the customer, leaving a voicemail, and sending an email
  confirming the return has been initiated and once the return documentation populated,
  the return information/instructions would be provided to the customer.
  
  Sincerely
  Overstock

• Initial Complaint

  Date:07/22/2022

  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.

  I purchased a couch from Overstock on March 11, 2018. The couch was damaged when received and I returned the couch with their shipment company. They never processed the return and I am now getting letters from a collection agency. The couch never even made it into my house, it was immediately sent back to Overstock.

  

  Business Response

  Date: 07/26/2022

  To Whom It May Concern:
  
  03/11/2018
  The ***************************** purchased Order 213763696

  
  03/28/2018
  We have a photo, from the carrier showing proof of delivery the boxes in front of the ********************************************************.
  The notes on the ************************************************************************************************************ that the *********************************************************************************** and said that order wasn't delivered when it was supposed to be. Could not get delivery for another 3 days. ******************************************************* the carrier not to deliver and they did anyway.
  
  04/05/2018
  Overstock received an email from the carrier YRC as follows:
  This was scheduled for delivery 3/27 but the agent missed the delivery.
  They rescheduled to deliver on 3/28, but the ******************************************************* called that day and said she wanted to cancel the order.
  The agent already delivered the furniture.
  We did advise the ***************************************************** call Overstock also.
  She is asking for the furniture to be picked back up.
  Please advise if you want to register a pickup order for us to have the freight picked back up and returned to the vendor.
  
  04/04/2018 0410/2018
  During these days Overstock was working with the partner regarding the return of the order.The customer was claiming damaged in transit with dents in the boxes and holes the ***************************** had not opened the boxes but could tell there was damage. The partner was requesting more information such as what exactly was the damage and also a photo, if possible, to show damages.

  
  04/11/2018
  The partner states to have the carrier YRC pick up the order and hold it at the carrier terminal to be checked for damages and for a claim to be filed if the furniture is damaged.

  
  04/12/12/2018 - 04/17/2018
  The carrier is contacted and advised to set the pickup and call the *****************************. Overstock calls the ***************************** as well and has to leave a voice mail and also sent an email letting the ******************************************************* that YRC would be calling and setting an appointment with her for the pickup.

  04/20/2018
  The notes on the ************************************************************************************************************ that the Overstock agent called the carrier YRC to check on the progress of the pickup. The notes state that the carrier said:
  "This was scheduled to be picked up today, but the ***************************** said this was given to another freight company".
  The notes go on to say that the ***************************** was called, and a voice mail was left, and a follow email was sent to the *****************************.

  
  04/23/2018
  Overstock agent called the ***************************** left a message on their voice mail and sent a follow up email.

  
  04/25/2018
  Overstock agent called the ***************************** left a detailed message on their voice mail and sent a follow up email.
  
  04/26/2018
  Overstock agent called the ***************************** and left a message on their voice mail. Sent a follow up email stating since Overstock is not able to reach the ***************************** then the case will be closed and will reopen if the ********************************************************************************** by replying to the email sent to the *****************************.
  ***************************** nonresponsive to calls and emails. The return is canceled in Overstocks system.

  
  06/24/2018
  The ********************************************************************************** and the case reopens. The ***************************** is inquiring about the refund.

  
  06/25/2018
  A call was made to the ***************************** there was no answer, and a voice mail was left stating that Overstock needs the signed paperwork from the pickup that the ***************************** said took place. A carrier will always have paperwork to be signed by the ***************************** and the driver showing the furniture was in fact picked up. We are not able to issue any refunds we need the paperwork first.

  
  12/28/2021
  The ********************************************************************************** by our live chat option and states she is receiving collection notices regarding the item in question here. The Overstock agent requests a copy of the collection notice, and the ***************************** sends it in, and the collection notice is dated 12/18/2021. The agent advises the ***************************** that this will be sent on to our ******************************************* for review.

  
  12/28/2021
  The chat agent reviews the *********************************************************** and sends the ***************************** an email stating that he found that the case was closed, and the return was cancelled because the ***************************** was unresponsive to our calls and emails. This agent asks if the order was ever returned and states we need the paperwork showing the driver signed for and picked up the sofa. The agent advises that we have reached out to the carrier again to see if they picked up this freight.

  
  12/29/2021
  The carrier responses and states they have no record on their end that this sofa was picked up.

  
  12/29/2021
  The notes on the ********************************************************************************* state we are waiting for the ************************************************************************************************************ information on said pickup.

  
  01/02/2022
  An email from Overstock is sent to the ***************************** asking once again for the paperwork to show the pickup took place.

  
  01/03/2022
  An email from Overstock is sent to the ***************************** stating that we need that paperwork, and we will be closing the case but if the needed information is found to reply to the email and the case will reopen.

  
  01/03/2022
  The case is closed.

  
  07/22/2022
  The **************************************************************************************************************************************** Live Chat option and inquires about the sofa she returned.
  The ***************************** is told that without proof of pickup we are not able to issue the refund. The case is escalated to the ************** for review.
  
  Sincerely,

  
  Overstock