Overstock.com Chat Brings on the Hard Sell
Here's a chat my wife had with the people at Overstock.com regarding a down comforter we're trying to get.
The name has been changed to "Smith" for the protection of the guilty.
Welcome to Overstock.com's Live Chat! Your estimated wait time is 0 minutes and 10 seconds.
Welcome to Overstock.com, you are now chatting with 'Smith'you: I am looking at down comforters and wondering why none of them have information on where they are made.
Smith: Thank you for visiting Overstock.com, this is Smith, how may I help you?
you: I am looking at down comforters and wondering why none of them have information on where they are made.
Smith: I will be glad to help you with that.
Smith: May I have the catalog number of the item that you are referring to?
you: 918019
Smith: Thank you, are you referring to the 'Naples 700 Thread Count Hungarian Goose Down Comforter' priced at $169.99?
you: That is correct. It says that the down is Hungarian, but I'm concerned about where the fabric and assembly comes from. We're trying to avoid buying products from China.
Smith: Thank you for confirming.
Smith: This item is Made in the U.S.A.
Smith: Where would you like this item to be shipped?
you: Thank you very much for your help. I'm still shopping, so I'm not ready to purchase this right now.
Smith: I understand this is an important decision for you that's why I'm here to help. Could you tell me what you'd like to think over?
you: I'm still comparing products and need to consult with my husband before making my purchase.
Smith: I truly appreciate your thought.
Smith: I am sure your husband will love this comforter set too.
you: I'll just have to wait and see what he thinks. Thanks for your help with determining the product origin.
Smith: Okay.
Smith: Not a problem.
Smith: Is there anything else that I can help you with?
you: No thank you. I appreciate your help.
Smith: Thanks for visiting Overstock.com. Your feedback is important. Please click 'Close' and complete the brief survey which appears. It takes less than one minute.
First of all, if you were wondering–we're trying to avoid Chinese products, at least until they get their shit together.
And I know you're thinking: Widge, what would be the chances of you getting a tainted product? And if you have to ask that, then you don't know me very well. I was voted Most Likely to Wind up a Statistic by my high school class. So I know better than to tempt fate.
Anyway, I was fine with this until he automatically assumed that we were ready to purchase. And then he turned into Used Car Salesman guy by trying to talk her into buying when it was obvious she just had a question. And then he took it one step further by saying, essentially, "Well, what can I do to help you think it over faster, so I can close this sale?"
The only thing I can take away from this is that Overstock.com chat people, if they are people and not Skynet drones, must get some kind of bonus for selling their shit via a chat. Because can you think of another reason they would act like this? Has anybody else ever run into this?
Dear Overstock: when you're coming on stronger than comissioned salespeople in brick and mortar stores, then you're forgetting why most of us shop online to begin with.
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Widge,
The only experience I've had with the online chat functionality has been with REI. I too had product questions but the REI people (I've done this multiple times) were quick, friendly, and did not push for the sale. This, as you say, could be an Overstock issue rather than a general, chat-with-the-company issue. Good luck finding a comforter.
Morph: Ah, I guess I should have been more specific in my query. I was wondering if anybody else had run into that problem with Overstock specifically…I've used online chat many times. Saves me from having to actually talk to people, you know.
Well, I don't see any reason why you're upset with this rep coz he did you the information regarding the origin of the down comforter. and I think he was only doing his job of asking for a sale … isn't that what sales people are expected to do? I hope you found your comforter [:)]
Jane: Thanks for the comment. Oh, I don't know that I was upset with the sales rep…I'm sure he was just following his procedure. I was pissed that Overstock didn't have their people better trained to know when to leave people alone and let them decide. I just bristle at being pushed. (And we did get our comforter eventually, thank you for that.)
HELLO MY NAME IS MAPLE MOTLEY I ORDERED A SUIT FROM OVERSTOCK.COM WICH ARRIVED WITH A BROKEN ZIPPER WICH COST ME 15$ TO REPLACE AND I CALLED YOUR CUSTOMER SERVICE REP BY THE NAME OF CEANNA WHO WAS SUPPOSED TO REIMBURSE MY CREDIT CARD FOR MY EXPENSES ORDER#718360 I FAXED A COPY OF THE BILL LIKE SHE REQUESTED SO IWOULD LIKE MY CARD REIMBURSED THANK YOU. MAPLE L.MOTLEY
I WOULD APPRECIATE A RESPONSE FROM SOMEONE PROMPTLY.
HI MAPLE. IN CASE YOU HAVEN'T REALIZED IT, I AM NOT OVERSTOCK.COM CUSTOMER SERVICE AND I CERTAINLY DON'T HAVE A PERSON NAMED CEANNA WHO WORKS FOR ME AND I NEVER RECEIVED A FAX. I SUGGEST YOU CONTACT OVERSTOCK INSTEAD OF ME AND ALSO STOP TYPING IN ALL CAPS.
Shawn: Hi…not sure if you're talking to Jane or me at the end there. But if you're talking to me, if I do feel bad at anything it's that I have no idea what you're laughing at. So thanks for the typo-ridden confusion!
Ah, since you've put in an almost identical message with a URL that explains it. You're either drunk or an automated spammer or both. You're gone. Thanks for playing.
I NEED HELP WITH RETURNING AN ITEM FROM OVERSTOCK>COM
WHY DO YOU PEOPLE TYPE IN ALL CAPS AND THINK I'M OVERSTOCK.COM? ARE THEY TWO SYMPTOMS OF THE SAME DISEASE OR SOMETHING?
Hay guys. I am here to make this discussion a chill. Guys hope you all shop from overstock. I have found this website while shopping for myself on overstock when I search in Google Overstock Promo Code. Keep shopping and keep smiling