Overstock.com screws another customer!

Several years ago I posted a warning here on our blog warning of the dangers of purchasing a radar detector from unauthorized retailers such those advertising on Ebay/Amazon or even Overstock.com.

A few days ago a user named Carlos found my warning after purchasing two defective radar detectors from Overstock; here is his story along with a chat transcript he had with Overstock.com’s sales team:

Carlo’s  Account on How He Got Screwed By Overstock.com!

I purchased a Escort 8500 X50 w/ the blue display in 5/08 for $277.40.  I couldn’t purchase the extended warranty because I was unaware that overstock.com was on the unauthorized reseller list.  Had I known that I would probably not have purchased it and it was my fault for not researching more.

I went to radarbusters.com several times to look at Radar Roy’s  reviews on radar detectors but was only researching which radar detector would be best for me and the best bang for the buck.  So I the radar detector worked fine for a while.  Then I started getting the infamous “service required” on my radar. Sometimes it would give the error repeatedly on my 45 minute commute to work.  Sometimes it would never error.

I lived with it for a while but finally decided to call Escort to see about getting it fixed.  They told me I would have to pay $60 for repair since I didn’t purchase from one of their authorized sellers.  I never sent it in and low and behold my radar fails me and I get a speeding ticket.  The radar was on but failed to alarm.

I reset the radar as soon as the cop kindly gave me $115 speeding ticket and it alarmed immediately.  So now the radar has cost me $277.40 + $115 = $392.40.  I decide to purchase a new radar.  And again make the mistake of buying from Overstock.

I guess the good prices makes me stupid.  Fool me once shame on you.  Fool me twice shame on me!!  I purchased a Bel Pro RX65 $227.94 on 5/09!!  Great price right?  Poor product!  Horrible detection range for one of what you consider the best on the market. The alarm ramp level was horrible.  Would go from a weak signal to a very strong signal.  Nowhere in between!!  Would even stay alarming way after I would pass a cop!  I sent this one in for repair and it is somewhat better but not what I expected.  So this one cost me $227.90 + $60 repair = $287.60.  That’s a total of $680 for both.  I just did a quote on the radarbusters.com website for both the Escort and Bel radars and got a grand total of $624.94 shipped!!  I have lived and now have learned.  I will never purchase from an unauthorized reseller again.

I just recently had my girl friend purchase a Bel 955 from Radarbusters.  I told her cheaper isn’t always better from Overstock.  Anyways that’s my story.

I contacted Overstock through an online help chat and this is what they had to say.  I have edited some of my personal information but feel free to share this.  I hope some of what I typed on the chat doesn’t seem childish to you but I really wanted to nag and give this rep hell!!  Please respond and let me know what you think.

Chat Conversation With OverStock.com

Chat Information Welcome to Overstock.com Live Chat, you will be joined with a chat representative as quickly as possible.

Chat Information Welcome to Overstock.com Customer Service, you are now chatting with Junior.

Overstock,com:  Thanks for visiting Overstock.com, this is Junior, how can I help you?

Customer: Hello

Customer:  I have purchased two radar detectors over the past two years and recently read an article that units purchased from Over-Stock are re-manufactured units. Is this true?

Overstock.com:  I would be glad to help you with the information which you are looking for.

Customer:  thank you

Overstock.com: That’s not true.

Customer:  Why are Escort Radar and Beltronic Radar detectors on the un-authorized resellers list on both of their websites?

Customer:  Buying from Overstock.com voids the one year warranty that should come with a brand new radar detector.

Overstock.com: We have some items which is stated as ‘Refurbished or Reconditioned Products’.

Overstock.com: We note these products on our site with an icon and the words Refurbished or Reconditioned.

Customer:  I understand that

Overstock.com: Customers return products for many reasons.

Overstock.com: A customer may change his or her mind, not like the product, or have difficulty operating it. Whether it is returned a month later or only the very next day, such an item must be identified as refurbished or reconditioned to be resold.

Overstock.com: Every product targeted for refurbishing or reconditioning must pass a thorough examination.

Overstock.com: After repairing any defect and sanitizing when necessary, the product is repackaged either by the original manufacturer or a reputable professional outside firm may perform the refurbishing, or reconditioning, returning the products to like-new or almost new condition.

Overstock.com:  So if it’s not refurbished why is this important?

Customer: Is It Worth It? BUYER BEWARE! Please be aware of the following risks if you purchase Escort products from an unauthorized reseller: Possible exclusion of Escort warranty due to: * Purchase of stolen merchandise * Inability to validate the original purchase date and ownership with the original sales receipt AND the transfer of ownership with any subsequent bill of sale * Item shipped to you may be counterfeit, forged, or refurbished goods * Item may ship with serial numbers removed or modified * Item may appear new but contain internal water damage or damage from improper use * Item may never ship – contact with the seller may be difficult or impossible * Price may be inflated, incorrect, or changed after you place your order * Inferior product may be substituted for the advertised Escort product

Overstock.com: Would you mind holding for 2-5 minutes while I check on this for you?

Customer: no problem.. I appreciate your help

Overstock.com: Thanks for staying online.

Overstock.com: I apologize for the delay.

Customer:  no problem

Overstock.com: Do you still have the order number?

Customer:  yes let me get it for you

Customer:  ########

Customer: and

Customer: ########

Overstock.com:  Thanks let me check it one by one.

Customer: sounds good

Overstock.com: For security purposes, can you please verify your complete name and the billing address on the account?

Customer:  #############

Customer:  #############

Overstock.com:  Is the order number ######## regarding ‘Escort Passport 8500 X50 Blue Radar Detector’?

Customer:  that’s it

Overstock.com:  I see that ‘Escort Passport 8500 X50 Blue Radar Detector’ is a brand new.

Overstock.com:  Not a refurbished one.

Customer:  The only reason I am asking is because I feel that the two radars I have bought have been unsatisfactory for the amount of $ spent on a piece of equipment that is manufactured from reputable manufacturers. And after doing some research it seems that these are refurbished items and their performance is consistent with this

Customer:  You webpage should state that you are an unauthorized reseller and that the 1 year mfg warranty is void.

Overstock.com:  Carlos, I have checked and I see that the item is not a refurbished one.

Customer: Can you please explain why you are on the unauthorized reseller list then?

Employee admitting that the Escort and Beltronics radar detectors that they sold were NOT NEW UNITS and only had a 30 day warranty and that if the customer purchased their “Planinum Protection Plan” for their one year warranty, their total price was $10.00 more for a used unit, then a new factory unit with the same warranty from an authorized dealer!

Overstock.com:  We note refurbished items on our site with an icon and the words Refurbished or Reconditioned.

Customer:  I understand that. I see that ICON on most of your Apple products. So I am aware of the ICON

Customer:  I just feel it is unfair to purchase a NEW item and that the mfg 1 yr warranty is void since overstock is an authorized reseller

Customer:  It’s like you going to buy a new car.. Drive it off the lot and break and the dealership tell you.. Sorry your warranty is void.. You didn’t ask so we didn’t tell you.

Customer:  Dimensions: 2.8 in. W x 1.2 in. H x 5.3 in. D Warranty: 30 Day – Overstock

Customer:  come on

Overstock.com: Carlos, I understand your point here. However, as per the information I see the unit that you have ordered is a new one and not refurbished. We deal in liquidation business due to this nature of business we are not considered as authorized dealers by the manufacturer. Hence most warranties offered by the manufacturer would not be valid. That is the reason why we offer warranty from our side and when available customers can purchase additional warranty as well.

Overstock.com: I’m sorry if this was missed while placing the order.

Overstock.com: Please let me know if you have any other questions for me?

Customer:  Don’t you think voiding the mfg warranty information on the purchasing page would be beneficial to the consumer?

Overstock.com:  Yes, I agree on that. That’s the reason why we list the warranty that is offered on an item on the product description page.

Customer:  you also list the mfg website which says their radars are backed by a one year waranty

Overstock.com:  It’s just for customer’s information. I’m sorry if that mislead. The warranty that would be honored would be the one listed on on our site.

Overstock.com: Do you have any other questions for me?

Customer:  Since you have agreed that the information can be and is misleading what is the possibility of at least returning my most recent purchase for a full refund

Overstock.com:  We would be unable to accept the return for a full refund as it is past the return time frame. You can return it for a partial refund. The refund amount would be decided by the certified technicians at the warehouse once the inspection is done.

Overstock.com:  Shall I proceed with the return on the latest order?

Customer:  I would like this to go through a manager for a full refund since your website is misleading and you have acknowledged that

Overstock.com:  I’m sorry; I did not acknowledge that the information provided was misleading.

Overstock.com:  Let me check on the refund again.

Customer:  thank you

Customer:  I am trying to be reasonable

Customer:  Asking for a refund on the least expensive and most recent

Overstock.com:  Thank you for holding.

Overstock.com:  I have checked on the refund and see that the order # ####### was placed on 05-30-2009. We would be unable to accept the return for a full refund on this due to the reason that it is way past the return timeframe.

Customer:  have you addressed this with a manager

Overstock.com:  Yes, I have check on this with my supervisor. If you wish to keep the item we can help you with a $25 credit either as in-store or back to your card.

Overstock.com: This is the best we can offer at the moment. Else, you can return the item for a refund.

Customer:  $50?

Overstock.com:  I’ll remain available for another minute or two if you need further assistance.

Customer:  full refund?

Overstock.com:  We have two options for you.

Customer:  I’ll do the return for a full refund as you mentioned

Overstock.com:  First if you wish to keep the item, I can help you with a $40 credit. Second, you can return the item for a refund.

Customer:  Full refund or partial?

Overstock.com:  I’m sorry, I never informed about a full refund anywhere. I was referring to a partial refund only.

Customer:  I’m trying to work with you

Customer:  ok

Customer:  how about a $50 refund. That’s $25 x 2 for the two purchases. I’ll agree to that

Overstock.com:  I’m sorry $40 is the maximum we can issue.

Overstock.com:  The other order is almost a year old.

Customer:  yup

Customer:  that’s the yr I lost on the voided warranty..

Customer:  for repair it is $60

Customer:  x2

Customer:  =$120

Customer:  giving me 1/3 of what you took away

Overstock.com: Okay, I’ll go ahead and issue $50 credit on the order # #######.

Customer:  thank you.. is there a confirmation #?

Overstock.com:  Once the refund is issued it should show up on your account within 3 – 5 business days.

Overstock.com:  Yes, I’ll help you with the reference number for this chat.

Customer:  ok

Overstock.com:  Here is the reference # ####-#####.

Overstock.com:  You can use the same if you have any questions related to the credit.

Customer: ok

Customer:  thank you for your patience

Overstock.com: Just so you know that we would be unable to accept the return on the radars once the credit is issued.

Overstock.com:  You’re welcome.

Overstock.com:  Do you have any other questions for me?

Customer:  I thought you said the radar was way past the reurn date?

Overstock.com:  Yes, that’s right.

Customer:  You just said once the refund is credited I couldn’t return it

Overstock.com:  I’m sorry, I meant to say that it cannot be returned for a partial refund as well.

Overstock.com:  Is there anything else I can help you with?

Customer:  ok

Customer:  that’s it thanks

Overstock.com:  Thanks for visiting Overstock.com. Your feedback is important.