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Overstock.com Complaint - 6 WEEKS - NO HELP
Overstock.com Complaint

Overstock.com Complaint

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6 WEEKS - NO HELP


On October 13, 2016, I ordered two cabinets from Overstock.com :
• The part (Hinge Plates M-2) that allows the doors to be connected to the cabinet were missing for both of the cabinets.
• There was a notification providing an email address to request missing parts, which I used detailing all information regarding the product and the name and number of the missing parts.
• It took between 7-10 days to receive these parts, and when I opened the package, Metal Hinges (7/8”) w/Spring-M-1 had been sent, rather than the correct Hinge Plates M-2, needed to put the cabinets together.
• At this time I contacted Overstock.com directly, and told them I wanted the correct parts overnighted immediately, and was told the warehouse did not overnight parts.
• I did get a voice message saying the parts would be delivered on Tuesday or Wednesday, they were delivered on Saturday when I was out of town.
• When this second shipment of parts was opened on, November 26, 2016, again I had been sent Metal Hinges (7/8”) w/Spring-M-1 had been sent, rather than the correct Hinge Plates M-2, needed to put the cabinets together. I now have 16 of the incorrect parts and 0 of parts needed to make the purchased product usable.

After realized I had again been sent the wrong parts, I contacted Overstock.com on Saturday, November 26, 2016, and was told the warehouse was closed. But McKenzie the customer service representative assured me, that she got to work at 7:30AM MDT, on Monday, November 28, 2016, and would immediately contact the warehouse and provide me an update by telephone at 10:00AM. I made arrangements to be home at this time but, THIS CALL NEVER CAME!!!!

I then spent between 30 to 45 minutes on the Overstock.com’s live chat, receiving apologies for the inconvenience, non-answers about some technical issues precluding their ability to contact to me, and finally an “assurance” that I would be contacted by 5:00PM MDT. However, shortly after this I received an email saying I would be contacted within 24 hours. So which is it? 5:00PM today or within 24 hours. Based on the number of commitments that have been made by your company, none of which have been met, I suspect it is neither. I will not hear from you except automatically generated messages that do not resolve the problem.

In summary, your company has had my money for 6 weeks and I have a completely unusable product stacked in pieces around my dining room walls. Additionally, you have demonstrated a complete and total unwillingness to do anything that would expedite the resolution of this problem which is a result of problems in your operation. Your only solution is to return the product putting the entire responsibility on the customer to work out getting a 100 loose pieces with wooden pegs and metal pins put in them as part of the attempt to put this item together into some kind of container.


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