Overstock Receives Failing Grade For Customer Service
Due to an apparently apathetic Overstock customer service department, UPS had to mail us a letter by US mail to arrange for the delivery of our treadmill. When we originally placed the order we updated our contact information to fix an incorrect phone number but evidently the customer service reps that we spoke with didn’t update it or it didn’t get entered in the right places.
We received a call last week from an Overstock representative telling us that the “shipper” would be contacting us very soon to arrange delivery.
But…today we received a letter from UPS informing us that they had been trying to reach us since February 23rd but were unable to do so as a result of a bad phone number (the one we updated when we placed the order).
After contacting UPS to address the issue, we were informed that they had called Overstock to get
correct contact information but were told that the information they were originally given was the only contact information available.
Keep in mind that Overstock actually called us last week using the “correct” contact information.
I’m amazed that Overstock has such trouble with what seems to be a basic requirement of mail order merchandising…keeping track of your customer’s contact information!
UPDATE: After this blog post, Overstock responded rapidly to work with me to resolve the problem and then followed up aftewards to work with me to understand how the situation occurred in the first place. While they may have some issues to work out, I was thoroughly impressed with how they handled my issue. I will continue to shop with Overstock as a result. Thanks Overstock…for treating me like a customer should be treated!