Right before Valentine’s Day I ordered an exercise bike through Overstock.com. About a week later I received a damaged item in a damaged box. FedEx took responsibility for the item damaged in transit and paid out the claim to overstock.com. The manufacturer sent out new pieces to replace the lost or broken pieces. The manufacturer’s customer service rep offered me a 50% discount. Two weeks go by and still no replacement parts. No one will return phone calls or emails. I finally receive the replacement parts, have hubby assemble the bike, and realize there are still a few missing pieces. I contact overstock.com again requesting the 50% discount and the missing pieces. A few days go by with no contact. I decide to dispute the charges with my credit card company.
A week later I get a nasty email stating that the piece was delivered the day before. That’s nice. The email to which you are replying was sent 3 days before it was shipped and 6 days before it was delivered. Still no apology or mention of the 50% discount promised by the manufacturer.
Someone from the credit card company calls me about a week later trying to resolve the dispute. I explain that I have tried to contact overstock via phone and email, but they won’t return my calls or read my email. I have been trying to make arrangements for them to pick up the exercise bike. This person calls overstock and then calls me back saying they are sending someone out to pick it up. I’m supposed to get a call to schedule the pick-up. Finally!
A few days go by. I return home from work only to find a “sorry we missed you” tag on my front door. “We will return tomorrow between 8 AM and 2 PM.” Ummm…this doesn’t work for me. A few calls and emails later, they email me a return mail label. Great. Just one more problem: The box.
Yesterday I receive an email telling me I will have to purchase my own box and package the bike up for return shipping. I reply to the email and call customer service. This is simply not acceptable. I will not purchase my own box to ship it back. You want it, you provide the box. Are you forgetting that FedEx paid out a claim on a damaged box? I suppose I could put it in that box, but when FedEx comes to pick up the item, they probably won’t accept a damaged box. It’s not like I had a perfectly good box and threw it away. I received a damaged item in a damaged box. The replacement parts came in a much smaller box, so the whole thing won’t fit in it. The customer service representative tells me, “I checked with shipping and they said NO! and they have the final say.” Let me speak with your supervisor. The supervisor is far more sympathetic and tells me he will speak to the supervisor of shipping. I am supposed to get a call back tomorrow letting me know what they decide.