alfert Review

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Worst Online Shopping Experience Ever
 from Michigan,  Dec 18, 2012

The coffee table arrived in two GIANT boxes, one of which required two people to carry it - and even then with some difficulty. Inside the boxes the table, drawers, glides, etc. were all in separate pieces, with more than a dozen little packets of screws, pins, cams and other parts. In hindsight I should have immediately sent the table back once I opened that first box and realized how many pieces were involved; I spent the better part of a day unpacking everything and putting the table together. I NEVER would have ordered this table had I known how long it would have taken to put together. After I finally had the table put together, I attempted to set the glass panel into the table top frame. The glass was too big and did not fit! I immediately called customer service. The gal I spoke to was pleasant and offered a couple possible solutions. The first would be for Overstock to send a new top frame piece (comes in one piece, no adjustments can be made) and glass; of course I asked her to make sure someone unpacked both pieces to make sure they fit together. The other option would be for me to take the top and have a new piece of glass cut for it locally and Overstock would credit part of my purchase price. The final option would be for me to return the table. Of course the final option as no option at all as I had already spent so many hours putting the table together, I certainly wasn't willing to spend more time taking it apart and sending it back. For the next few days I received several e-mails from Overstock. Each would tell me that word had been sent to a department or "the warehouse" to get a new top and glass on the way. Then after 5 days the e-mails stopped. After I didn't receive further word for 4 days I inquired. Turns out that not only did the warehouse not have any replacement parts to send, had already decided that I should return the table to solve the problem. UPS showed up at my house the next day to pick up. ??? I called again, quite hot under the collar, and explained to a new person (since it's impossible to speak to the same person on the case more than once) that not only was I unwilling to return the table because of the time I had already spent on it, but without instructions and diagrams I had no hope of ever repacking all the parts into the boxes - even if I was willing to spend even more hours to try! The second gal I spoke to was also pleasant and she suggested that I obtain a quote from a local glass shop on having a new piece of glass made and that Overstock would reimburse the cost of the new glass. I obtained a quote from a local glass shop on having new glass made for the top. But of course to have this done means packing up the frame and glass, dropping off to the glass shop, returning to pick up after more than a week and then finally I would have a complete table. The quote came in at $68. gave me a credit of $75. The amount of time I have wasted on this whole thing is just ridiculous.'s unwillingness to even attempt to compensate me for that time is infuriating and frankly, quite surprising. With the unpacking, assembly, time on the phone and e-mail with customer service, time spent soliciting quotes from glass shops, I've easily spent 10 hours of my life on this whole thing. I will certainly never order from again and I have shared my experience with friends many times to counsel them to avoid future headaches by also steering clear of Just a terrible experience.

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