Overstock.com / Memory Foam Topper

Overstock.com / Memory Foam Topper

Consumer follow-up message - March 15, 2005 - From: Email User Consumer

Thank you, but the situation has been resolved. Hugh

On December 11, 2004 I placed an order with Overstock.com for 3 memory foam toppers; 2"king, 3"King, & 3" queen. I had purchased the 2" king for my daughters twin beds. I cut the topper in half so it would fit on their beds. A note comes with the topper stating that it will take 1-3 days for the topper to expand to full size after being compressed for packing. So we put them on the girls beds. The toppers expanded a little, but didn't seem to be 2" thick and was smaller in width and length than advertised by inches. I measured the topper and found that it was only 1 3/4" thick.

The 3"king topper (for my wife and I)was also undersized, but we didn't want to have the hassle of packing it u p and sending it back. The 3" queen topper was for my father who was very upset at how undersized it was. Overstock states in their ad that the Queen size memory foam is Queen: 58 x 77 in., but the one I received was 53" x 74". He wanted me to send it back to receive the advertised size. Overstock issued me an RMA number and I sent it back. I inquired a couple times via email to find out what they were going to do about the supposed 2" topper and the 3"queen I had returned. I received a canned email response saying that someone would get back to me in 3-4 days.

I waited and nothing, I sent the email again and again received the same response. In utter frustration I sent them another email letting them know that I expected a response in a week with an appropriate resolution or I would file a complaint with the BBB. The next day I received another canned email stating that they were sorry and offered my a $10 coupon for my trouble. I called customer service there asking to talk to a manager who conveniently was busy on another call.

The customer service gal checked on the status of the 3" topper I had returned and said they received it and a order to ship out a new one was generated and then cancelled. She was going to put in a request to send it out for me. In regards to the 2" topper she told me that I couldn't return it because it had been cut in half. I stated that it did not matter how many pieces I cut it into, they sent out the wrong thickness topper. She said she would have to send an email to a division of their company that would determine how to handle it. I Bottom Line - I don't believe it is a coincidence that all 3 of the toppers I received were undersized either in thickness or width/length. I believe they are doing this with everyone they send out. Think of all the additional profit they would make. Then they have the nerve to ignore me, put me off with canned email and finally say that I can't return it. I am beyond frustrated and will be filing a BBB complaint and warning everyone of Overstocks deceptive practices and horrible customer service! Thank You, Hugh J

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