Dave
Order Delay Lak of Communication
We placed an order with Overstock.com on Sunday, August 23, 2026, for two sets of two Glitzhome Wooden Swivel Counter Bar Stools. At the time of purchase, we were told our order would be delivered on August 26. We later checked our order status on Overstock.com ourselves and discovered that the expected delivery date had been changed to August 27. We did not receive a proactive communication from Overstock advising us of this change. Around August 26, we again checked our order status on Overstock.com and found that two separate UPS tracking numbers had been created for our two shipments. When we checked those tracking numbers on the UPS website, both showed that a shipping label had been created and that UPS would provide a delivery date once they actually received the packages. For approximately four days, both UPS tracking numbers continued to show the same status. This indicated to us that while shipping labels had been created, UPS had apparently still not received either shipment. On August 30, because there had been no further update, we contacted Overstock through the online chat. We communicated with what appeared to be an automated assistant named Abby. We explained that we did NOT want to cancel our order, we simply wanted someone to tell us where our order was and when we could reasonably expect to receive it. We were told the matter would be investigated and that we would receive an email with an update. As of today, we still have not received that response. We then called Overstock today and spoke with a live customer service representative. Unfortunately, they were also unable to tell us where our order is. We were told they would have to email the warehouse and that it could take up to another 48 hours before we receive an answer. Our frustration is not simply that the order has been delayed. Delays happen, and we understand that. Our concern is the lack of communication and apparent lack of ownership by Overstock in resolving the problem. Overstock accepted payment for our order and provided us with a promised delivery date. When that date changed, we had to discover the change ourselves by checking Overstock's website. We also had to find the UPS tracking information ourselves and then continue checking UPS to determine whether our merchandise had actually shipped. Once it became apparent that UPS apparently had not received either shipment, we believe Overstock should have proactively investigated the situation, communicated with us, and worked to get our order moving. Instead, we have had to initiate every effort to find out what is happening. Even after contacting Overstock through online chat and then calling and speaking with a live representative, no one has been able to tell us where our merchandise is or when it will actually ship. Good customer service is not just taking an order, accepting payment, and posting a tracking number on a website. It is taking responsibility when something goes wrong and keeping the customer informed until the problem is resolved. Based on our experience with this order, we do not feel Overstock has done that. At this point, we are not asking to cancel our order. We want the four bar stools we purchased, and we would simply like Overstock to take ownership of the situation, determine where our order is, provide us with an accurate delivery date, and make a reasonable effort to get our merchandise delivered as soon as possible.
Response from Overstock.comSep 3, 2026
We appreciate you taking the time to share your detailed feedback regarding your recent order for the Glitzhome Wooden Swivel Counter Bar Stools. We understand your frustration with the delivery date changes, the lack of proactive communication, and the difficulty in getting clear updates on your shipment's status. To provide further assistance, we have reached out to your email.