I hate Overstock.... CSR log

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Deadpool

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Welcome to Overstock.com Customer Service, you are now chatting with Thomas.
Thomas: Thank you for visiting Overstock.com. How may I help you today?

you: hi thomas i was supposed to have a $5 coupon in my cart at checkout, and it's not there

Thomas: I'm sorry to hear that you are not getting $5 discount for your order with us.\
Thomas: Thank you for the opportunity to assist you. I can certainly help you with that.

you: *********@hotmail.com
you: ***** ***** Las Vegas NV *****

Thomas: Thank you for the information.


you: as you can see i have been thru the hoops many times... urgh

Thomas: Are you trying to use a promotional coupon for your order?

you: no

Thomas: Thank you.
Thomas: May I place you on hold for a moment while I pull out your records?

you: customer service supposedly awarded me a $5 coupon because of the terrible service i recieved from one of the CSR's

you: yes

Thomas: Thank you for being on hold.

you: and you don't have to say your sorry. i know it's not your fault

Thomas: William, I just checked your account with us and found that there are unused coupons in your account.
Thomas: Since the Free Shipping coupon is there you can't redeem the $5 coupon for your order.

you: i don't have any coupons active right now

Thomas: However, that coupon ($5) will appear automatically for your next order.

you: Subtotal: $9.53 Standard Shipping: $1.40 Total: $10.93

Thomas: I've run some checks on your account and found that there are two discount coupons in our Overstock.com account. They are :
Thomas: 1) Free Shipping coupon.
Thomas: 2) $5 discount coupon.
Thomas: Well, may I know the catalog number of the item that you want to purchase with us?

you: 3618832

Thomas: Thank you for the information. Let me check that for you.
Thomas: I request you to stay online for two minutes while I research on this matter.
Thomas: Thank you for staying online.

you: no problem

Thomas: William, I checked the catalog number and found that it is 'Quick Change (DVD)'.

you: yes

Thomas: I'm sorry for the difficulties you had in using our free shipping coupon.
Thomas: Let me inform you that the free shipping offer is not applicable to media products (Books, Movies, Music & Games category).
Thomas: Because of the outstanding deals we offer on our media items, we are not able to extend the Promotional Shipping offers (such as free or $1 shipping) to cover orders that consist of media items.

you: but i'm not using one...

Thomas: We define media items as DVDs, CDs, VHS movies, books, magazines, as well as gaming accessories.

you: i'm just trying to use the $5 coupon. I don't have any free shipping coupon active...

Thomas: William, I'm really sorry to inform you that you can't use the $5 coupon until and unless the Free Shipping coupon is redeemed.

you: but you just told me i can't redeem it on media?!
you: i'm not even using a free shipping coupon!

Thomas: Well, let me make it to clear to you.

you: can't you just delete that off my account?

Thomas: I'd like to inform you that the Free Shipping and $1 Shipping coupon can't be used for an order consisting of media items only.

you: hello? i thought you were going to make things clear for me?
you: i'm not trying to use any free shippng coupon

Thomas: Please stay online while I try to delete the Free Shipping coupon for you.

you: i don't understand what you don't understand about this

Thomas: Well, I've successfully deleted the Free Shipping coupon from your account. Now, just press the short cut key 'F5' to re-fresh the page.
Thomas: You can see the $5 discount coupon in the check out page.

you: no i can't

Thomas: Okay. Click on the 'View Cart' button and once again click on 'Submit' button.

you: and yes, i just deleted my cookies. refreshed the page, and logged out and back in, and no coupon is there.
you: oh. i did it a 4th time and now it's there

Thomas: Now, enter your email address and password and click on Submit button there you can see the coupon.
Thomas: I request you to try once more.

you: no, i just told you i have it now

Thomas: I'm glad to hear that. Is there anything else that I can assist you today?

you: nope

Thomas: Thank you again for visiting Overstock.com. Have a great day!
Thomas: Bye.
Chat Information Chat session has been terminated by the Overstock




I've been terminated!
 
Other people have had that same problem. Bizarre that they only let you use one coupon associated to your account at a time and that they must be used in order. Can you as the user even see what promos are on your account through their system or do you just have to remember yourself what stuff they have ponied up to cover cancelled orders or poor CS?

It seems like Overstock's CS just don't have much authority/power to really do anything for a customer other than saying 'Sorry this is how our shitty system works.' Just pick something else to buy first that isn't media, then your free shipping coupon will be applied, then you can order what you really want and get your $5 off! Awesome!

I love how you came up with the eventual solution of deleting the free shipping coupon to bring the $5 coupon to the top. Did a 12 year old code their system or what?
 
I've never had any issues with buy.com... but overstock has stole $34 of mine so far. I shop maybe once a year at most now. (I had to pick up trauma center for $20.)
 
I'm guessing it's like the CSR folks that you get on the phone reading from a script. The person on the other end just chooses from some pre-written responses. As you notice, their punctuation is always perfect, there's no way they are typing all of that out all day long...
 
I'm sure they have macros/templates for some of the responses, maybe with some 'fill in the blanks' to match the specific scenario.

But that does sound wacky.
You had two coupons, you have to use them in order, but you couldn't use the first one on the thing you were ordering, so you couldn't get to the second coupon.
 
Overstock.com is great, there is problems sometimes with the coupons, but they have different deals so often you just deal with it...
They don't charge tax, shipping is cheap, and new games are usually priced under MSRP...
Also if you actually read their coupons, most do not work with only media items (i.e. CD, DVD, video games)...
I recommend using overstock, this guy may have had a bad experience, but don't let one person's experience ruin it for everyone...
-Goatman
 
haha I had a problem saturday where I spent over an hour with the guy explaining to him that my other things were not coming i bought 3 games and only 1 came and he kept insisting that they were packed different etc.. So I called the 1-800 number and the girl told me it seems like they did not put them in the package so she put a trace or something.
 
Overstock is not on stable ground, they are having quite a few financial, customer service, and shipping issues as of late. They seem to be struggling to keep it altogether, and I wouldn't be surprised if it doesn't last much longer.
 
[quote name='secretvampire']I'm guessing it's like the CSR folks that you get on the phone reading from a script. The person on the other end just chooses from some pre-written responses. As you notice, their punctuation is always perfect, there's no way they are typing all of that out all day long...[/QUOTE]

That's true. I believe that CS reps at most sites are actually people with no soul which would explain everything.
 
[quote name='secretvampire']Sounds like you were talking to a robot.[/quote] He was actually conversing with a human like being whose behavior was modified by a set of precorded scripts, likely programmed by the said company.

In other words, the live chat agent on the other end of the line was no human.
 
It's like talking to a brick fucking wall!

Chat InformationWelcome to Overstock.com Customer Service, you are now chatting with Johny.
Johny: Hi, my name is Johny. Welcome to Overstock.com how may I help you?

you: hi i am supposed to have an in store credit, but it doesn't show up at checkout.

Johny: I would be happy to help you with that.

you: ok

Johny: Do not worry I will help you.
Johny: May I have your order number please?
Johny: May I have your full name and billing address for verification?

you: i haven't put the order thru yet as the credit is not appearing on my checkout screen
you: Will S********
you: hello?

Johny: Yes

you: you still there?

Johny: Shall I help you in placing the order?

you: you can help be by placing the credit on my account like it's supposed to be...
you: i already have everything in my cart ready to go

Johny: May I have the email address?

you: *****************

Johny: Thank you please stay online.
Johny: Thank you for waiting.

you: k

Johny: I'm sorry I'm not able to log into your account.

you: huh?

Johny: Is this is the first time that you're shopping with us?

you: no

Johny: I request you to give me your last order number atleast?

you: let me check my email

Johny: Take your time.

you: 21924***

Johny: Thank you.
Johny: May I place you on hold for 2 minutes as I need to check our records?

you: yes

Johny: Thank you for your patience. I’m sorry this is taking so long, but I should be back with you shortly.

you: ok

Johny: Thank you for waiting.

you: sure

Johny: I do see that you have coupon also.

you: okay...
you: why am i not seeing it?
you: and now i have an empty shopping cart...

Johny: When you place the order in the total it will automatically be deducted.

you: ok
you: and if it isn't am i going to be refunded? or given more credit?

Johny: It will be deducted do not worry.

you: because it's still not showing on my account and i don't want to have to screw around online for
another 30 minutes while someone logs into my account

Johny: As I said it will reflect in your total amount.
Johny: However, only one coupon will be applied.
Johny: at a time

you: well i only have 1 coupon...

Johny: Ok not a problem the coupon will be applied

you: ok. i just subbmited my order and the coupon did not work. please refund me the money
you: 23634***

Johny: May I have the order number?

you: way ahead of you Johny

Johny: Thank you please stay online while I check that for you.
Johny: Thank you for waiting,.

you: yup

Johny: May I know which items you have bought?

you: Frighteners D.C. , Dirty Pretty Things, and The Cooler

Johny: Thank you.
Johny: I'm really sorry that the coupon did not get applied.

you: i told you it wasn't showing
you: you told me to not worry

Johny: However, I will assure you that it will reflect in your order.

you: this is rediculous

Johny: I mean to say next order.

you: This WAS my NEXT ORDER

Johny: I'm really sorry William
Johny: When you place the next order it will apply.

you: it doesn't really seem that you are are trying here Johny

you: I WANTED THE COUPON ON THIS ORDER THAT IS WHY I AM TALKING TO YOU!!!

Johny: William I tried my level best...

you: what?
you: i told you my problem. you said you fixed it. you lied to me.
you: now you are telling me i have to order again?!

Johny: Ok what best I can do for you is will give another coupon to your account.

you: i don't want another coupon that i can't use!

Johny: Please accept our sincere apologies.

you: you have got to be kidding me

Johny: I will assure you William next time it will be applied.

you: you can give me 100 imaginary coupons, because they don't work!

Johny: I will assure once again it will be applied.

you: I don't want there to be a next time. i told you that i was placing an order and to have you make sure that the coupon was applied now. you failed.
you: than why was my credit card charged full price?

Johny: I do understand that.

you: i don't think you do Johny

Johny: But, I'm really sorry.
Johny: What I will do is I will forward this issue to the research team, and ask them why the coupon did not get applied.

you: and what will that do for me sir?

Johny: I don't want our customers to be in problem.

you: i see that

Johny: William, I have already forwarded your issue to the research team and they will contact and explain you why it did not get applied.

you: so what you are saying to me is basicaly "tough luck"?

Johny: I'm not saying tough luck William.

you: you told me to trust you and i did and look what happened Johny

Johny: You're one of the best customer for us.

you: how am i in good faith supposed to shop at your store again?

Johny: I do understand, however sometimes due to some system issues the coupon did not get applied.
Johny: I see that once again you never face this problem.
Johny: I'm here to help you.

you: and you say that you can give me another coupon? well i never got the first coupon, and if i can only use 1 at a time then you are telling me i have to make 2 more purchaces before i get everything that is owed to me?

Johny: That is the best I can do for you.

you: that is assuming this same problem doen't happen again, which i have a strong feeling that it will happen again.
you: the best you can do for me is lie to me then email someone about it?

Johny: I will assure you it will not and never happen like this.

you: it just did

Johny: I don't lie to my lovely customers William.

you: so when you told me to trust you, you just didn't know any better?

you: did you run off Johny?

Johny: No I'm here.
Johny: I can't live my customer and go.

you: what?

Johny: I will assure you that next it will get applied.

you: well thank you Johny. You could have given me help, but you've given me so much more.

Johny: Ok...
Johny: Is there anything else I can assist you with today?

you: well considering you couldn't help me at all so far, no. I'm going to have to pass.

Johny: Thank you again for visiting Overstock.com. Have a great day!
 
Hahah... they made enough mistakes to not be robots... I think these really are just soulless people. I know how annoying Overstock's CS can be though... I wish they had a magazine rack so I could knock it over.
 
They're in India trying to type without the accent. If they ever talk to me on the phone again, I'm going to scream.
 
Deadpool: That second Overstock exchange is older, right? I remember reading it before... I'm starting to think you place these orders in high hopes that a problem occurs, just to talk to these people. I know I want to :D

You are one of the best customers for us!
 
[quote name='soulwish2003']I stopped ordering from overstock & buy.com years ago... pretty crappy companies.[/QUOTE]

buy.com was pretty cool back in 2000. I use to order boat loads of pre-order dvds using online coupons, then there was a time i couldn't get a coupon and I was bumbed out, but I called them up and said i didn't have one, and the guy said, I see you buy a lot of dvds from us, so I will hook you up...they were awesome with free or cheap UPS deliveries. Then they switched to USPS and the cheapest delievery for free, dvd's would then take about 2-3 weeks after in store release date to get to my place in FL... I was so spoiled with them :|
 
[quote name='Roufuss']Deadpool: That second Overstock exchange is older, right? I remember reading it before... I'm starting to think you place these orders in high hopes that a problem occurs, just to talk to these people. I know I want to :D

You are one of the best customers for us![/QUOTE]

Yeah a few months ago, but i figured i'd be fitting to add it here too.

And no i don't place the orders wanting something to go wrong, but i figure something is going to happen. Saddly i have to keep going back to the stupid site because of the damned good deals they have every so often.

Elder Scrolls Collecters for $62 shipped? I can't pass that up.
Quick Change for $6?! One of my favorite movies!
 
I think it's just me. I've had 4 orders with Overstock and have had 4 problems.

Welcome to Overstock.com Customer Service, you are now chatting with Nancy.
Nancy: Thank you for visiting Overstock.com. How may I help you today?

you: Hi, i placed an order 27055*** . i just checked the status and it says it's not available till 1/1/2010
you: When i purchased it, the site said 5 copies were remaining.

Nancy: I would be happy to help you with that.

you: hello?

Nancy: Sorry for the delay.
Nancy: I'm here to help you.

you: thought you dissapeared

Nancy: I actually was finding some technical difficulty in responding to you.
Nancy: For security purposes, may I ask you to verify the name and billing address on your account?

you: *****************

Nancy: Thank you for verifying the information.
Nancy: May I place you on hold for a minute or two while I research this for you?

you: yes

Nancy: Thank you for your patience.
Nancy: I was able to find your order for the 'Quick Change (DVD)'.
Nancy: Is this the item you are referring to?

you: yes

Nancy: Thank you for confirming.
Nancy: I did check on the quantity of this item and I do see that it is currently out of stock with us.

you: even though when i ordered it it was in stock?
you: and it's not going to be restocked till 2010?

Nancy: I do understand that, however, we have already reserved it if the order is already placed.

you: what?

Nancy: If the orders are already approved, you will get this item.
Nancy: I see that it's a pre-order and the release date is 01/01/2010.
Nancy: You will receive this order once it is released.

you: lol. i know. That's why i'm talking to you. When i ordered it there was 5 in stock
you: it was released in february

Nancy: Please be informed we use an inventory control database to prevent the backlog orders.
Nancy: The site have been updated with the current status so that orders should not be accepted now any more for this item.
Nancy: However, we will certainly process the order for the customer who have already placed the order.

you: the current status is it's a preorder for 4 years from now

Nancy: Yes, you are right.

you: maybe you aren't understanding me here.
you: It has been released already. Maybe you are just out of stock, i'm just trying to figure out if i need to cancel this order and get it somewhere else.
you: because i'm not waiting 4 years to get this DVD.

Nancy: I'm really sorry for any confusion.
Nancy: Let me explain you in detail.

you: please

Nancy: Please be informed currently this item is out of stock. We will not take any more orders on this item.
Nancy: However, we will certainly process the existing orders.
Nancy: I see that the release date for this item is 01/01/2010, hence, we will ship this item once it is released.

you: have you even read anything i've typed to you?

Nancy: I do understand your concern to wait for this long time for receive this item.
Nancy: I understand you would like to cancel this order.
Nancy: I will forward the issue to our Research Team.

you: No i would not like to Cancel the order

Nancy: They will trace your order and will cancel it for you.
Nancy: I understand that you would like to receive this item quickly.

you: Yes

Nancy: I'm sorry to let you know that, we can ship the item only after the release date.

you: in 2010...

Nancy: Hence, if you would like, I'll forward the issue to Research Team to cancel the order for you.
Nancy: Yes, we will ship this item in 2010.

you: That's okay. If i receive the DVD in 2010 i will be quite surprised.

Nancy: I understand that would be very nice surprise.

you: yes it would.

Nancy: However, in order to make sure that you receive the correct information about release date of this item, I'll forward the issue to the Research Team.
Nancy: Please stay online while I forward the issue.

you: alrighty then

Nancy: Thank you for your patience.
Nancy: I have forwarded the issue for you.
Nancy: Is there anything else I can assist you with today?

you: i guess not

Nancy: They will get back to you with a resolution regarding this item within a week's time via phone or the email address registered at Overstock.com.
Nancy: Thank you again for visiting Overstock.com. Have a great day!
Chat InformationChat session has been terminated by the Overstock Service representative.
 
I learned last time I ordered that if you call the customer service number they can get it right because they will place the order for you. I tried the online thing first and they totally screwed up for me too.
 
I would just call and overstocks traces are a fucking joke 10 business days to find an item they never sent me. And they said on the 10th business day you will recieve an email explaining what is going on. 10th day I do not recieve anything. So I call and the lady tells me I will recieve a refund to my credit card within 24 hours and it has been over 48 hours and still no refund. Deadpool it is not you I have about a problem with every order from overstock
 
Well the only reason i don't call is because i don't have a house phone only my cell phone, and i know i'll be on hold for 30 minutes... urgh.
 
[quote name='Deadpool']Well the only reason i don't call is because i don't have a house phone only my cell phone, and i know i'll be on hold for 30 minutes... urgh.[/QUOTE]

do another one, these logs are fucking funny! *claps*
 
Jesus Christ on a whole wheat cracker are these Overstock CSR's dumb. Glad I don't do business with them. I couldn't care about whatever savings they have if I have to deal with such stupidity just to get those savings.
 
It is an automated bot. You can tell because there's no leeway in their judgement. It's all based on your attitude in your text and they have no personality themselves.
It probably has a system that pops up queries to CSRs that are boiled down to the essentials and they re-feed data.

No human could possibly misunderstand these situations.
 
[quote name='Deadpool']Never got my Quick Change dvd either. Bastards. Maybe i should try to get a refund :lol:[/QUOTE]

Best thread resurrection I've seen yet. Completely worth it for once. :applause:
 
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