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Overstock.com - Beware!

Old 11-20-02, 11:34 PM
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Overstock.com - Beware!

Well, here is my really long story. To make it short, I ordered the Pulp Fiction Box Set, and it arrived incomplete - missing the collectible booklet and senitype. They say it wasn't advertised as including these items and refused a refund. For entertaining reading, see below!
It's my email thread, so it may make more sense top to bottom - I'm too irritated to straighten it out


Don't buy at Overstock!!!!!!!!

Dear Bob,

I apologize for the frustration this has caused but we will not be able to send you the booklet or the collectible senitype because we did not offer these with the DVD. As stated in the previous email, the manufacturer could list accessories that we do not include but you will pay full price for this. We gave you a 50% discount off our price on this DVD to try to resolve this situaiton.

I can understand you wanting to dispute this with your credit card company. If you would like, you can give them my manager's name and number to contact and we will explain to them that we gave you a 50% discount and that we did not advertise that the booklet or the collectible senitype were included with this purchase. My manager's name is xxxxxx and your credit card company can reach her at xxxxxx extension xxxx.

Please visit us again soon for great savings on name-brand products.

Thank you,

Stacie M
www.Overstock.com

----------------------------------------------------------------------------------

You must be joking.

Here is the link to the product on your website:
http://www.overstock.com/cgi-bin/d2....&PROD_ID=83572
As far as I'm concerned, if you decide to remove half of a product, you should advertise it specifically. You adverstise when goods are refurbished, right? Would you advertise a computer like this one
(http://www.overstock.com/cgi-bin/d2....&PROD_ID=62853) but since the description doesn't say the computer comes with manuals or in fact a software license, feel good about shipping the product without these items?

Here is a link to the product at buy.com, where their price is about $2 higher than yours - not the great deal of savings that you claim to offer by taking out half of the product and selling it for 'discount'.
http://www.buy.com/retail/product.as...172841&loc=107


Here is the definition of the special edition directly from the
manufacturer: http://www.creativedesignart.com/

The fact of the matter is, you advertised the Pulp Fiction Special Edition disk and did not ship it. You leave me no choice but to dispute the charge with my Credit Card Company. I assume this will cost you as the merchant approximately $65 - a $15 fee that all credit card companies charge merchants in this scenario, and the $50 order. All I am asking for is a $40 reimbursement since you charged me for something that you don't intend to deliver. You can do the math and see it would be cheaper to simply reimburse me for the Box Set. I don't imagine it will be difficult to win a dispute with the credit card company since you have admitted that you have a warehouse full of product that is not complete.

Please let me know when you intend to issue the refund. If I don't hear back by the end of the week, I'll go ahead and start the dispute process.

Thanks for your help,

Bob


-----Original Message-----
From: Overstock.com [mailto:[email protected]]
Sent: Tuesday, November 19, 2002 6:35 AM
To: Bob
Subject: Order XXXXXX - Pulp Fiction (DVD)


Dear Bob,

Thanks for shopping with us. I sincerely apologize for the problems you have experienced with your Pulp Fiction DVD. Upon reviewing the product, I found that the 16 page booklet or the collectible senitype were not included. We did not advertise that these items were included with the DVD. Our products are discounted and will not always include all the accessories as one bought at full price. We advertise in the product description on our website as to what is included with our products. I sincerely apologize for this misunderstanding. You were issued a $20 coupon to your account by one of our representatives. We will leave that coupon on your account due to the representative misleading you. I have forwarded this information to our Center Manager for review.

Please visit us again soon for great savings on name-brand products.

Thank you,

Stacie M
www.Overstock.com



-----------------------------------------------------------------------------------

Don,

Thank you for the help. I will look forward to your response as to the status of the warehouse copies.

Thank you so much,

Bob

-----Original Message-----
From: Overstock.com [mailto:[email protected]]
Sent: Wednesday, November 13, 2002 6:25 PM
To: Bob
Subject: Re: RE: RE: Defective Item


Dear Bob,

I do apologize for any disatisfaction. I am going to forward your concern to a product specialist to check and see if indeed these items are included in any other copies in the warehouse. If they are we can arrange for a return of your DVD. This can take 2-3 days to research this out and I appreciate your patience.

If there is anything else I can do please let me know.

Sincerely,

Don S.
Overstock.com


--------------------------------------------------------------------------------

Hello Gregg,

Again, I do appreciate the gesture, but unfortunately I have paid for something I haven't received. The only other alternative I see open to me at this point is to dispute the charge with my credit card company, and provide them documentation that I haven't received the merchandise I paid for. However, I prefer not to do this because the charge includes items I did receive as ordered. I don't believe I can dispute _part_ of an order, which means that you will end up being charged back the entire amount of the order by the credit card company. I also imageine they will probably charge you as the offending merchant a fee. It seems like it would be in both of our best interests to avoid this scenario.

If you have any other suggestions I am certainly open to that.

Bob

-----Original Message-----
From: Overstock.com [mailto:[email protected]]
Sent: Tuesday, November 12, 2002 8:48 PM
To: Bob
Subject: Re: RE: Defective Item


Dear Bob,

Thanks for your e-mail. I'm sorry about the missing items from your DVD box set. I'm sure that was big reason why you ordered the item. Unfortunately media items that have been opened cannot be returned. I know the $20 coupon is less than you would like but unfortunately it is the best we can do under the circumstances. Again we apologize for the inconvenience.

Please visit us again soon for great savings on name-brand products.

Thank you,

Gregg G.
www.Overstock.com

--------------------------------------------------------------------------------

Hello Gregg,

I truly do appreciate the effort you are making. It is nice to see
companies that are still looking out for their customers. Unfortunately though, if I reorder the item then I will have one complete and one incomplete box set that I can't use, and it will cost me another $20 to repurchase.

What I would prefer is if you would let me do a return, since I really haven't received what I paid for. Alternately, you could provide a $40 credit for me to re-order the set, or simply send a replacement set. I am also open to other alternatives if you have other ideas - my ultimate goal would simply to be to have the complete set and not have paid extra for it. I am certainly happy to return the incomplete set - perhaps you could get a credit from your supplier?

Thank you so much for your kind consideration,

Bob

-----Original Message-----
From: Overstock.com [mailto:[email protected]]
Sent: Monday, November 11, 2002 9:38 PM
To: Bob
Subject: Re: Defective Item


Dear Bob,

Thanks for shopping with us. I'm sorry to hear that the Pulp Fiction DVD box set was missing some items. I'm sure that was a great disapointment. Unfortunately, DVD's and other media items are not returnable. We will place a $20 coupon on your account for the inconvenience. We still have a few of the box sets in stock if you would like to re-order. Again, I apologize for the inconvenience.

Please visit us again soon for great savings on name-brand products.

Thank you,

Gregg G.
www.Overstock.com

--------------------------------------------------------------------------------


Hello,

I recently placed invoice number XXXXXXX.

This order included the item listed as:
Pulp Fiction (DVD)
Classic Collection Box Set

According to the advertisement of the box set as well as the content page included within the DVD set, it is supposed to include a commemorative 16 page booklet as well as a collectible senitype. Unfortunately, neither of these items were included in this set. I am not sure why the product is not complete, but I would like you to provide instructions as to how I may exchange it for a different item.

You may also wish to discuss this issue with your supplier - it appears they have removed the items that would have been of the most value in the set. It is possible that the company that supplied this overstock item may have intentionally attempted to defraud your customers.

Thank you very much for your assistance,

Bob
Old 11-21-02, 12:06 AM
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Interesting, I've also gotten a DVD from them advertised as new, but missing the insert and without any of the security stickers around the box. I'd assumed they were just selling refurbished products as new (illegal), but I guess they're actually selling stripped down products from the manufacter. In your case I'm not sure what recourse you have. There is nothing on the web page stating what is contained in the box, also they covered their bases by getting rid of the b.s. price comparison chart, list no upc, etc. so you can't really argue that you thought you were buying the same set sold elsewhere. This is about as shady as it gets without actually breaking the law. Hopefully your credit card company sides in your favor. Good luck!
Old 11-21-02, 01:13 AM
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Sock it to them. Vendors that don't practice full disclosure are commiting theft. Rolling over only encorages them to be even bolder the next time.
Old 11-21-02, 01:22 AM
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They do list the list price at $59.99 which is the list price for the complete Box Set. I do believe there are specific laws against this kind of misleading advertising. I've had my fair share of problems with Overstock but thankfully they resolved all of them. I don't think you should have any problems disputing this with you CC company.

Last edited by Richie Rich; 11-21-02 at 04:38 PM.
Old 11-21-02, 11:44 AM
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It is clearly the Box set that they are listing. The 2 disc SE is only around $20. They should be hassling their distributor that promised a complete set, and didn't deliver. I'm not sure why they are pushing the issue with you. From the product description on Amazon, it looks like they just removed the disc itself from the package, and kept the bonus materials. The MSRP is $59.98

Amazon:http://www.amazon.com/exec/obidos/tg...v=glance&s=dvd

The only snag I see is that Overstock listed it as the "Classic Collection Box Set" and Amazon has it as the "Limited Edition Collector's Set". I'm sure that is what you expected to receive, as I would have also. Is there anything on your product that says "Not be sold separately"? If that is the case, then Overstock would be up s#%t's creek. The other direction I would go, is to show that the product you received is not available for sale in this form anywhere else.

I had a similar problem with Overstock a while back. I wanted to buy the Doors DVD, but the picture they showed was for the single disc version, even though it said two discs. The customer service rep couldn't verify that it was the two disc version, so I didn't order it because of their "no return policy". Finally I got verification from someone who bought it that it was the 2 disc, so I eventually bought it.

It sounds like Overstock got majorly hosed on this, but they shouldn't punish you for the discrepancy. Good luck!
Old 11-27-02, 09:48 AM
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thats almost as good as buying 2 movies from them and when you get them the movies are gone. Thats right, I just got 2 empty boxes. And on top of that, both cases were damaged and broken. As of 5 days ago I'm still waiting for the email with a return label that was supposed to be sent in 2 days.

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