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May 15, 2008
you can't make this stuff up
This entire conversation was cut and pasted from the Live Chat (Fast & Friendly) window I opened via the Overstock.com Contact Page. I think it's as self-explanatory as it can be under the circumstances. I was tempted to fix my own grammatical errors, but I've edited nothing. All I did was format it with CSS and remove address and order information. (Yes, that giant bit of removed information where Alonso verifies what I'm asking about is, in fact, my entire order cut and pasted by him without line breaks.)
Oh, and I also substituted "M:" in the chat for "you:" so you wouldn't be confused reading what I said with a second person pronoun label in front of it.
Chat Information: Welcome to Overstock.com's Customer Service Live Chat! You will be joined with a chat representative as quickly as possible. (Less than 2 minutes)
Chat Information: Welcome to Overstock.com Customer Service, you are now chatting with Alonso.
Alonso: Thanks for visiting Overstock.com, this is Alonso, how can I help you?M: I just had a quick question
M: I just received part of an order (I know that it is being shipped in multiple deliveries.)
Alonso: Sure I'll be glad to help you with that.
M: I was surprised to find that the item was not sent from overstock.com
M: but from a private address
M: is that normal?
Alonso: I'm sorry to hear that and I'll be glad to help you with your concern.
Alonso: Could I please have your email address or the order number?
M: email address is ______________@_________
Alonso: For security purposes, could you please verify the full name and billing address on the account?
M: sure
M: Martin Mushrush
M: _________________________
M: _____________, __ _____
Alonso: Thank you for verifying, Martin.
M: the package that arrived today contained the _______ ______ ____ shoes which were part of a larger order
M: but I was just surprised that they appeared to be shipped by a private individual and not from overstock
Alonso: Martin, are you referring to the '_________ _____ _______________ ____________, __________________ ____________, ____________ ________ ________ ________ __________________ ___, ____________ _______________ ________________, __________________ ____________, ____________ ________ ________ ________ __________________, __________________ ____________, ____________ ________ ________ ________ __________________ ___, __________________ ____________, ____________ ________ ________ ________ __________________, __________________ ____________, ____________ ________ ________ ________ _______________, __________________ ____________, ____________ ________ ________ ________ __________________ ______'?
M: yes, but just the one pair of shoes in the order
M: I haven't yet received the other parts of the order
M: I was surprised because there was no packaging outside the shoe box itself... it was just taped shut and mailed
M: luckily the shoes were okay, but
M: the box looks like it was pretty beaten up
M: I'm just surprised it wasn't packed better and didn't say "overstock" anywhere on the package
M: to be honest, for a minute I thought it was something from an ebay seller until I remembered I bought it from overstock.
Alonso: I'm sorry that you have received the item in such a condition.
M: please stop using canned answers.
M: the item was fine
M: the box was poorly packed
Alonso: Please accept my sincere apologies for this inconvenience caused to you regarding the concern.
Alonso: Sure I'll make a note of your concern that you have received the item in such a condition.
M: so are you going to answer my original question
M: or just make a note of the concern about the concern of the item in such a condition?
Alonso: Please note that we ship the package in an overstock package, however, I'm sorry that you have received the item in a ordinary package and it did not have any kind of label that could indicate that it ws send from overstock.
M: the return address says:
M: Jessie ________
M: ___________________
M: __________, __ _____-____
M: is that Overstock?
Alonso: I certainly understand your concern that you are very embarrassed with the service provided by us, however please note that we have not come up with such a situation and this is a rare case, however, I'm sorry that this happened in your matter.
Alonso: Would you mind holding for 3-5 minutes while I check on that for you?
M: No, I don't mind
M: I'm not embarrassed.
M: But overstock should be.
M: Not just about the shipping, but about the fact that you're not answering my question and you keep talking about my "concern." I have no such "concern." Just a question as to why I received my item from Jessie ________ packed in a manner less professional than most ebay sellers.
Alonso: Thank you for being on hold.
M: No problem.
Alonso: I've checked the account for you and see that the item was shipped via USPS and since we have more than 700 warehouses across the country, different items ship from different warehouses, so we will not be able to tell you from which warehouse was the item been shipped.
M: It has a return address on it.
M: I didn't ask what warehouse it shipped from
Alonso: However, if you wish to return the item, we will accept the return for the item at no cost to you.
M: I asked why it appears to have been shipped from someone else.
M: I don't wish to return the item
M: I want to know what happened.
Alonso: I'm sorry that we do not have information about that.
M: So you don't have any idea why something like this would have happened?
M: Because it seems that you put me on hold to find information I don't need rather than to find the answer to my question.
Alonso: Since we have more than 700 warehouses across the country, and these packages are packed depending upon the policy by each warehouse.
M: Does Overstock, as a rule, not use the same policy in its many warehouses?
Alonso: Hence, if you receive the item in defective or damaged condition, we do have the option to return the item at no cost by you.
M: Wow, when did I say the item was defective?
M: I recall explicitly saying that it wasn't.
M: I recall saying it was fine.
Alonso: Please note that we have more than 700 warehouses, so each warehouse have their own policy which they follow .
M: Yes, so you've said.
Alonso: So I'm sorry that we will not be able to tell you from which warehouse was the item been shipped.
M: I never asked which warehouse.
M: I simply asked if it was normal for Overstock to ship things from non-overstock addresses
M: packaged poorly
M: I gave you the return address on the item
M: I can, if you like, give you the USPS tracking number
M: from which you can tell EXACTLY which post office in the United States
M: the item was shipped.
M: My guess is from that information
Alonso: Please note that we do not ship the item in such a condition normally, however it happened in your case.
M: you might be able to find out from which of the more than 700 warehouses it shipped
M: even though I never asked which warehouse shipped the item.
M: It seems to be very important to you to find this out.
M: So I will be happy to help by supplying you with the tracking number if you like.
Alonso: I'm sorry that we do not have the information form which warehouse was the item been shipped.
M: I'm sorry that you don't appear to understand anything I'm saying.
Alonso: However, since you are a valuable customer for us and we appreciate your business, we will issue $5 to your account for this inconvenience caused to you regarding the concern.
M: Did I somehow escalate this to the point at which you've been instructed to throw store credit at me to get me to stop being upset?
Alonso: I hope that this will compensate you for the inconvenience caused to you.
M: There was no inconvenience other than this surreal conversation. I simply wanted to know the answer to a question.
M: Now that I think about it, this conversation hasn't even been an inconvenience because now I know what I'll post on my blog tonight.
M: I've just had one of those "you can't make this stuff up" moments.
M: I feel I should take advantage of it.
Alonso: I certainly agree that this contact was not handled in an appropriate manner and will ensure to offer better services.
Alonso: I am really sorry about this and request your co-operation in this regard.
Alonso: I certainly understand your disappointment and accept the responsibility for the same.
M: My cooperation for what?
Alonso: I'll make a clear note of your disappointment on your account.
M: Alright.
M: Sounds good.
M: We should do this again some time.
M: Have a good night.
Alonso: I once apologize for the inconvenience caused to you regarding the concern.
Alonso: I'll be glad to help you, do you have any further questions for me?
M: No worries. I'm no longer concerned about the inconvenient concern of the matter in which I was once concerned in that manner.
M: So, no. No further questions.
Alonso: You are welcome.
Alonso: Thanks so much for shopping with Overstock.com. Enjoy your day.
Chat Information: Chat session has been terminated by the Overstock Service representative.
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