Overstock.com delivers an extremely poor customer experience with a 1.1/5 rating, characterized by misleading product descriptions, deceptive delivery dates, predatory return policies, and unresponsive customer service that actively obstructs refunds and cancellations.
Common concerns
Customers mention
Customer service was deplorable I will never shop from them again
I will never order from them again. I ordered two huge rugs and spent a lot of money . One of the rugs was described as charcoal and ivory. It arrived ivory and sage GREEN. They said if I want to return I had to pay shipping fees ( yes for a huge 9 by 12 rug. For a rug that did not match the description. So upsetting .
Misleading Delivery Dates & FTC Rule Violations – Don't let them stall you. Review: I purchased a sofa on April 29th with a promised delivery of May 1st. By April 30th, it was "Delayed" with zero notification. I spent days in a loop of conflicting information; first being told they have 3 business days to ship, then 7, then being refused a supervisor or a cancellation. As a business owner myself, I know how logistics work, and this was a clear case of "Marketplace Stalling" to prevent a cancellation. They claimed they "couldn't guarantee" a cancellation after their 60-minute window, which is a direct violation of consumer rights when they miss their own delivery deadline. I had to escalate to my bank and invoke federal law to get any movement. If you are stuck in this "Delayed" loop, do not just wait for their 48-hour "request" period. Take action immediately using the steps below. The "Consumer Rescue" Cheat Sheet If Overstock/Bed Bath & Beyond is stalling your cancellation for a delayed item, use these three legal and policy levers: 1. The FTC "Mail Order Rule": By law, if a merchant misses their "promised delivery date," they must notify you and give you the option to cancel for a full refund. Simply changing the status to "Delayed" in a portal is not a legal notice. 2. The "Oversized Policy" Trap: Their own policy states that oversized items must show a 1-4 week window at checkout. If your checkout promised 2-5 days, they failed to provide mandatory disclosure, making the contract voidable. 3. Documentation is Key: Record the call: (Check your state laws on how to best execute this). The Paper Trail: Send a formal "Notice of Revocation" to customerhelp @m.help.bedbathandbeyond.com (no spaces). Don't "request" a cancellation; "provide notice" that you are revoking authorization. 4. The Nuclear Option: If they refuse a supervisor or a cancellation, call your bank (PNC/Chase/etc.) and initiate a chargeback. This can forces their back-office team to act when the frontline agents won't. Or the bank can step in and get your money back for you. Bonus: Be prepared to receive a lot of "promises" so they can get you off of the phone. Believe very little of anything they tell you to resolve your issue, but do play along to ensure you are following these steps. I wrote this review to ensure no one else is scammed by this company. DO NOT BUY FROM THIS COMPANY.
I received a table advertised as light wood and it appears to be a solid substance wrapped in a wood tone plastic. I wanted to return it and they said sure but I'd have to pay $104.73 to send it back!
I havent shopped at Overstock in many years..the last time ordering some cushions that were advertised as a set of four. I confirmed with customer servie that it was a set of four cushions. When they arrived, it was only ONE, not a set of four. Of course I returned (customer service wanted to charge me for the return cost but I fought and finally won). I said I would not order from them again, and I didnt. They went out of business, then changed their name to BBB. Then to Overstock. Many years later, here I am, and I decided to give them another chance on a rug. It was supposed to arrive in 2 days (today). When I checked on it, it now says "delayed"..due to arrive in over a week from now. It still shows on their site (and partner site) as in stock and delivering in two days. I can get it from any other retailer tomorrow. I go to cancel the order, which has not shipped yet, and I cannot reach anyone (not during business hours). I try to reply to my order email, and it gets sent back (coming from an invalid email). Go to chat a few hours later during business hours, and a bot goes through many steps, validating email blah blah blah. Then asks for reason for cancellation, bot says "delay is not a valid reason". So I have to choose one that is listed "changed my mind" is the only one I could choose. Then bot tells me my order cannot be cancelled. I call the customer service number. Go through a ton of validation steps then speak to someone. She tells me she put in a cancellation "request" and and I will hear back in two business days of that the decision is. I cant wait any longer to get this rug! I am going to order from someone else and get it tomorrow. Hopefully the one from Overstock doesnt arrive because I dont want it from them, and I am not paying return costs! AWFUL customer service and policies! Why would anyone shop here?
I got an email right away saying that my package would be delivered in three days. It didn't arrive, so I checked with UPS who said they have not gotten the package from Overstock yet. I called Overstock to be told they don't know where it is, but would contact me in a few days to update me. There are too many businesses online with like products that manage to get products out and delivered in a timely manner to put up with poor experiences from Overstock. I couldn't even get a refund, because they don't know where package is. I will never buy from Overstock again!
Helping elderly neighbor to purchase outdoor cushions. Cushions were on sale for $58 and change each. We called Customer Service to ask quesions about the fabric and realized two different sized cushions were on offer. So, we decided to call back once we measured the chairs. We were provided and told to input code INSTANT10 to obtain a further discount. By the time we went back to the site (Within minutes) and called back to Customer Service, the "sale price" was now at $69 and change per cushion. We called Customer Service questioning this sale price increase, we were told that (1) The company policy is that prices can be changed at any time and (2) Increases in sales of the item will cause the sale price to go up? What? And, interestingly, the price increase was close to wiping out the coupon savings of 10%. SCAM! My neighbor chose not to purchase the cushions. Buyer beware!
Ordered almost $4,000 of outdoor furniture. Received two 5 piece chat sets. Only ordered one. Delivered on 3/19. Started trying to initiate a return on 3/20 and was told someone would be in touch within 24 to 48 hours, and of course no one has been in touch. As of 4/13 still getting the run around as to why the item has not been picked up. I’m sure customer service is told to hold up the return since the refund would be a large amount. Beware and do not shop with them
I am shocked at how terrible their customer service is. I’ve ordered from them multiple times with no issues. But when I actually needed help with an order there was none to be found. I wasted sooo much time and energy just trying to connect with someone. Email inbox is full, disconnected from hold times. Useless chatbot. Will never order again. Do better.
This site deserves 0 stars. They shipped me the wrong suit and then told me to wait up to 4 weeks for refund if return is approved. I then asked if they see that my item was sent back or in process. They didn't give me a real answer. I'll be waiting for 4 weeks, i guess.
Order shipped - no it didn't they didn't even have it. They would have to get it made in China and shipped over to satisfy an order that I was told was going to be with me in 3 days. Customer service, useless, we will ask the warehouse and will get back to you in 2 days by email. No email and now the order has been cancelled. What a waste of time
Product was disappointing and I couldn’t get any answers despite trying three times. Service needs improvement.
Bought shoes for Christmas and got two left ones. Clearly no quality check. Wouldn’t trust them again.
the products you return they refuse to give you refund play real dumb and then when you call very rude
Based on 15 verified customer reviews, Overstock.com holds an average rating of 1.1 out of 5 — rated Bad on ReviewTerminal.