Complain about a product or service

Overstock.com

Nancy of Tacoma WA (1/5/05):
In August of 2004, I purchased a "refurbished" 35 mm Olympus camera from Overstock.com. From nearly the beginning, it had problems - - when we would extend the zoom lens, it would get stuck in the extended position, make a series of click sounds, not advance the film, etc. We would then have trouble trying to close the camera down. I contacted Overstock.com, who told me that I was just outside of their return period by a few days, and I'd have to take this up with Olympus directly.

I mailed the camera back to Olympus (at my expense) and they looked at it, and returned it a few weeks later, with nothing more than a photocopied piece of paper, with a yellow highlighted section of the camera, which I interpreted to read that they believed I was loading the film incorrectly. (no letter of explanation included). I have since tried using the camera again, and continue to experience the same problems - - camera locks up in telephoto position, 1/2 of photos on roll come out fuzzy/out of focus. I have tried to write to Overstock.com at their "contact us/customer service" e-mail address at their web site, but the e-mails are returned as undeliverable.

I will mail the camera back to Olympus and tell them to keep it, and never buy another of their products.

I'm out approx. $90 (the retail value of this camera was said to be nearly $300. This camera does not work and I will either need to throw it away or return it to Olympus. I now have to buy a new camera.

Jami of Birmingham AL (6/25/04):
I purchased five "refurbished" Olympus digital cameras for business use totaling over $1,200.00 on April 30, 2004. When I received the cameras on May 12, 2004, one was missing the battery. I immediately contacted Overstock.com via e-mail and explained the situation. It took two (2) days for me to get a generic reply that they could not reach me by phone (which was not true) and I needed to call customer service. I was then informed that they do not guarantee that all the parts will included on refurbished items.

After researching the product and referencing their product web page that indicated that a battery would be included, I sent another e-mail and received the following reply on May 17, 2004: “We are sorry to hear your purchase of Olympus Camedia C-50 5.0MP Digital Camera was unsatisfactory. We will stand behind our service guarantee and instead of sending you a full replacement; the missing part(s) will be shipped from our warehouse within 2 business days.” My office received the replacement battery on May 27, 2004 while I was on vacation. Upon my return on June 2, 2004, I realized the camera did not work and it would not even power on. I sent an e-mail and was directed to their web site for returns.

There I learned that it had been over 20 days and I would have to contact customer service directly. I contacted Overstock.com again via phone on June 21, 2004 to return the item, but was advised that since it had been over the 20 days allowed to return the item they would not take it back. I explained the situation with the missing battery and was advised by Adrian (customer service rep.) that someone would contact me within 2 business days to send me a return shipping label and a reference number. On June 25, 2004, I received the following e-mail reply: “I have received your e-mail and I am truly sorry that you have had problems with your Olympus Camedia C-50 5.0MP Digital Camera. Unfortunately we cannot accept the return on this item because we are outside the terms of our return policy. Our policy is established so we can accept returns under reasonable circumstances and exceptions. After this much time has passed, there is no way for us to establish that the defect you are reporting was directly a result of the product itself. In reviewing the circumstances, I did not find any indication that this product has failed to stand the test of time for many of our other customers who ordered the same item.” I replied stating I would be contacting my attorney, the BBB, and any other organization I could to report my dissatisfaction with Overstock.com. At this point, the money is not the issue, it’s principle! I am now waiting on their reply.

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