Overstock.com

I live in the UK and have a villa in the Caribbean. As most of my villa equipment and decoration are manufactured in the USA I was trying to buy a replacement in the USA for my lampshades. I found good quality and suitable lampshades at Overstock in the USA. After spending about 5 hours searching and selecting on 6 October 2020 I put together an order. But as Overstock does not give it customers an opportunity to review the order, by mistake I pressed "proceed" and my order was processed (see attached).

However, I did not reived any confirmation email and I had a question why I was changed £ (GBP) 170.63 for custom and tax without my content. I contacted via chat the Customer service of Overstock and Dustin K. confirm to me the following: yes, my order No 311608471 was accepted and £170.63 was an automatic customs and tax applied by Overstock for delivery of my item for the Caribbean (St Vincent and the Grenadines).

I believe that it should be the option of a customer on how and when to pay local duties as I am always doing it myself at the customs in St Vincent and the Grenadine. So I decided to cancel the order. By that time my Amex card was already charged £543.43 (pending at the time) which I inform Dustin K. about.

Despite Dustin's K. assurances, my Amex card later was charged permanently with £543.43. I had to do back to Overstock and on 9 October I had a chat with Jonas on reimbursement of the charge who assured me that he informed the international team and they should be in contact with me in 2 days (transcript is attached).

On 13 October I sent an email to Overstock Customer Service (c/o Dustin K.) demanding the reimbursement of the charge of £543.43 for the cancelled order. I received no reply.

As nothing happened I contacted Overstock again and chatted with Darcy from the Customer Service who assured me again that he informed he contacted the international team who would contact me not later than 16 October 2020 (transcript is attached). I specifically requested Darcy to make sure that they contact me by email [protected]@me.com although Overstock has this email on file as I am receiving an almost daily promotion from them.

I have a valid reason to believe that Overstock is not an honest company and they do not care about their client. The business practice is questionable and I am surprised how can they advertise that they can deliver to many countries. I also do not see any legal ground for them to charge a customer for customs and tax of a destination country without a customer's explicit consent.

I would like Overstock to do the following: a) reimburse or refund me in a full amount of £543.43 within 5 days, b) credit my account with "goodwill gesture" to reimburse me for the time spent by me on this affair with Overstock, c) allow me in communication with a devoted specialist to make a new order for delivery to St. Vincent and the Grenadines without any customs duty and tax applicable as it is my responsibility to comply with the local rules and regulation.

Overstock has failed to reimbursed $570.28 after I've cancelled the order withing a 12 hours frame of an online purchase of a mattress. The order was made on June 19, 2020, and since that day I have been calling daily requesting the cancellation and until today June 30, 2020. Everyday when I call their 1-800 number I need to repeat myself all over again as no one seems to understand my case. It's has been a total frustration. All I've received are excuses from different service representatives. I've heard it all: "we are working home base, we have new employees without proper training, the warehouse team doesn't answer the phone, I will escalate this to the person that can assist"