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So, for the fourth time in a month, I've been online chatting with Overstock's customer service reps. I thought you might like to see this most recent one. (Pay attention, internet shoppers!) I would give you all the background information, but it'll just make me mad again. Besides, it's all explained here.
Chat Information Welcome to Overstock.com's Customer Service Live Chat! You will be joined with a chat representative as quickly as possible. (2 to 5 minutes)
Chat Information Welcome to Overstock.com Customer Service, you are now chatting with Jack.
Jack: Thanks for visiting Overstock.com, my name is Jack, how can I help you?
Theric: I'm contacting you about Invoice Number 3******2 ([PARTICULAR ITEM]) (my name is Theric Thteed, [MY ADDRESS], El Cerrito, CA 945**), which I returned. On 11/15 when I chatted with Peyton, Overstock agreed to refund not only the cost of the item, but also the shipping, since I never ordered it in the first place--it was sent by mistake. The cost of the item HAS been refunded, but the shipping ($5.30) was NOT. So I just want it sent. Thanks.
Jack: Hi there, how are you doing today?
Theric: Fine.
Theric: I'm contacting you about Invoice Number 3******2 ([PARTICULAR ITEM]) (my name is Theric Thteed, [MY ADDRESS], El Cerrito, CA 945**), which I returned. On 11/15 when I chatted with Peyton, Overstock agreed to refund not only the cost of the item, but also the shipping, since I never ordered it in the first place--it was sent by mistake. The cost of the item HAS been refunded, but the shipping ($5.30) was NOT. So I just want it sent. Thanks.
Jack: I am sorry to hear that you are not refunded for the shipping.
Jack: I'll be more than happy to check that for you.
Theric: Thank you.
Jack: For security purposes, can you please verify the name and billing address on the account?
Theric: Again?
Theric: Theric Thteed
Theric: [MY ADDRESS]
Theric: El Cerrito ca
Theric: 945**
Jack: Thank you for verifying your name and billing address, Theric.
Jack: I am sorry to let you know after reviewing your account I see here that the refund process is completed and the maximum refund is issued back to you.
Theric: So I have to go through this whole explanation again?
Jack: I am sorry, I am unable to do anything with it.
Theric: Can I talk with someone who can?
Theric: The only other explanation is that you can send me stuff all the time without me ordering it, and charge me when I ship it back.
Jack: Is there anything else I can help you with today?
Theric: That's ridiculous, don't you think?
Theric: I want help with this issue.
Theric: I really am not comfortable knowing Overstock can send me stuff I don't want, and I'll lose $5.30 everytime they do it.
Jack: I know it’s been an inconvenience and I’m sorry.
Theric: Don't be sorry. Fix it. Or get me someone who can.
Theric: Otherwise Overstock is stealing from me. What else can I call it?
Jack: Theric, you are an important customer and we appreciate your business.
Theric: Please let me speak with someone with more power. I know this isn't your fault.
Theric: Don't stick with the script--it's not capable of dealing with my problem.
Jack: What best I can do for you is as an one time exception I'll issue back the shipping charges to you as in-store credit.
Jack: Does that sound good to you?
Theric: That's almost okay, but the issue here is that I am in a position of weakness---Overstock can take still take my money with this solution.
Theric: The issue is that Overstock took something without asking and refuses to give it back.
Jack: I’m sorry you’ve had an unpleasant experience. I hope you’ll give us another chance to demonstrate our commitment to excellent customer service.
Theric: $5.30 isn't a a large amount of money---but the principle is huge.
Theric: THIS
Theric: IS THEFT
Theric: Jack, can I speak with someone who can solve this problem?
Jack: I apologize for the problem.
Theric: Can I speak with someone, yes or no?
Jack: Shall I go ahead and issue back the amount to you?
Theric: Please.
Theric: How would you like it if a company charged you for something you did not order, then refused to pay you back?
Jack: Please give me 2 minutes, while I issue the amount back to you as in-store credit. Is that ok with you?
Theric: NO.
Theric: NO
Theric: NO
Theric: "In-store credit" means you are not giving my money back unless I agree to give you more.
Theric: Which is ridiculous.
Jack: Not a problem I'll issue it back to your credit card.
Jack: Will it be ok to you?
Theric: Thank you.
Jack: Theric, as a customer service representatives, we are always committed to do the best to address any concern you have.
Theric: And I would highly recommend suggesting to the higher ups that they let you do this much, much earlier. It's very hard to remember what I like about Overstock when all I can focus on is their circumlocutory refund policies.
Jack: We value your time and money.
Jack: Every customer is precious to us.
Jack: Please stay online while I do that for you.
Theric: Okay. Well, if that's true then I am frankly astonished you didn't just save my time and give me my money in the first place. Not to mention saying "I am unable to do anything with it" when that was not true.
Theric: But that's all in the past now, right?
Theric: Thanks, I'll check my AmEx page.
[many minutes pass]
Theric: How's it going?
Jack: I am glad to inform you that I've successfully issued back the amount $5.30 back to your Credit Card.
Theric: Thank you.
Jack: However, this will reflect in your next credit card statement.
Theric: That's fine.
Theric: Thanks for your help.
Jack: Though I had delayed you in replying, It is indeed very nice chatting with you, Theric.
Jack: Is there anything else I can help you with today?
Jack: You're most welcome.
Theric: No, thanks. Hope the rest of your customers are easier tonight.
Jack: Thank you. It was pleasure helping you.
I think Jack must have been related to the airline rep in the top-ten-(10)-movies-of-all-time classic flick, Tommy Boy.
ReplyDeleteWay to go.
ReplyDeleteWow. Like talking to a wall. But you won. Good job. Now change your credit card so they can't do it again.
ReplyDeleteI think this Jack is someone from India (where some of the chat is outsourced, I believe). I worked with a customer service company that also handles Overstock stuff and have good contacts there still. For that matter I have friends at Overstock Corporate. If you want to contact me about further problems, Theric, I can try and get matters expedited for you in a hopefully less painful manner.
ReplyDeleteTh., I share your joy with Overstock. Two Christmases ago I ordered, and paid for, two $50 gift certificates, which they then mailed to Provo, Arizona.
ReplyDeleteThere is no Provo, Arizona.
I argued, and argued, and argued with many "customer service" people about it, but aparently they had a signature from someone who accepted my gift certificates who wasn't me, someone who lived in the non-existant town of Provo, Arizona where the gift certificates were sent, and so they felt that their part of the financial transaction had been met, and they felt that they did not owe me, a one-time customer who paid for the two $50 gift certificates, anything.
.
ReplyDeleteThanks, Kengo. I will remember this--and so might Absent, from the looks of things.
Oh. Man.
ReplyDeleteI feel your pain, and you know I do.
"Every customer is precious to us"? This cements my theory that the customer service reps are not native English speakers, and are in fact, not "checking on that issue" at all, but frantically searching through their Hindi-English Customer Service Phrase books to figure out what to say next.
Well done on getting your money back. I'm fairly certain you didn't get your point across, though, and that's sad, because you did a very good job of making it.
And now I'm mad again. Grr.
Oh. Man.
ReplyDeleteI feel your pain, and you know I do.
"Every customer is precious to us"? This cements my theory that the customer service reps are not native English speakers, and are in fact, not "checking on that issue" at all, but frantically searching through their Hindi-English Customer Service Phrase books to figure out what to say next.
Well done on getting your money back. I'm fairly certain you didn't get your point across, though, and that's sad, because you did a very good job of making it.
And now I'm mad again. Grr.
Oh. Man.
ReplyDeleteI feel your pain, and you know I do.
"Every customer is precious to us"? This cements my theory that the customer service reps are not native English speakers, and are in fact, not "checking on that issue" at all, but frantically searching through their Hindi-English Customer Service Phrase books to figure out what to say next.
Well done on getting your money back. I'm fairly certain you didn't get your point across, though, and that's sad, because you did a very good job of making it.
And now I'm mad again. Grr.
Okay, it said it wasn't adding my comment. And then it did. Three times. And now it's not letting me delete the superfluous comments.
ReplyDeleteI suggest you get on the tech support chatline and try to get Google to work this out.
Okay, it said it wasn't adding my comment. And then it did. Three times. And now it's not letting me delete the superfluous comments.
ReplyDeleteI suggest you get on the tech support chatline and try to get Google to work this out.
AHHH!! This is just so freakin typical. I've had the same thing happen EVERY MONTH for the past 4 months with AT&T (my local phone provider). They have overcharged me every month because of a "computer error" and each month claim they can't rectify it because the computer overrode their request. Every month I have to call them up and say it's okay to stand up to a computer and please refund me the money they promised I wouldn't have to pay. It always takes a few calls to get someone who won't "Jack" me around. Way to stand up for yourself - but honestly, why do we have to in these obvious situations? Grrrrrr!
ReplyDelete.
ReplyDeleteThank you for only saying that once, Sarah.