Overstock.com Customer Care Reviews | Glassdoor

Overstock.com Customer Care Reviews

Updated Oct 23, 2019

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1.9
28%
Recommend to a Friend
Overstock.com Interim CEO Jonathan Johnson
Jonathan Johnson
0 Rating
  1. Helpful (5)

    "Great culture!"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Care Representative in Salt Lake City, UT
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Overstock.com full-time for more than 8 years

    Pros

    Fantastic culture, decent compensation, flexible schedule

    Cons

    Monotonous work, difficult to advance at times

    Overstock.com2017-04-12
  2. Helpful (1)

    "Favoritism is huge"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Care in Elma, WA
    Recommends
    No opinion of CEO

    I worked at Overstock.com full-time for less than a year

    Pros

    Pay, benefits, lots of activities

    Cons

    They play favorites, if you are not a favorite you won’t last long.

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    Overstock.com2019-10-23
  3. Helpful (9)

    "One team, One dream mentality"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Care Representative in Satsop, WA
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Overstock.com full-time for more than a year

    Pros

    Utah LEED Gold Certified 19-acre Campus & Global HQ Weekend's Off, 3 day weekends on Monday holidays Onsite Daycare Center Onsite Cafeteria Onsite Health Clinic Flexible Schedules Onsite Fitness Center with Group Fitness classes and trainers Indoor Bike Storage Onsite Greenhouse, providing fresh fruits & Vegetables for the cafe Overstock Women's Network Promotion and advancement opportunities within other departments located in Utah

    Cons

    Washington State, Elma Location 15 miles to no where Split Weekends off, only closed on official holidays Unable to change your schedule permanently, even after 1 year of employment Upstairs venting machines Mandatory overtime Zero promotion and advancement opportunities, there are no other departments in the Elma location.

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    Overstock.com2019-06-15
  4. Helpful (2)

    "Customer Care"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Care 
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Overstock.com full-time

    Pros

    Great people 401K match Tuition Reimbursement Lagoon Day Yearly Concerts Opportunity for advancement Mentorship program Transparency

    Cons

    Wages have become less competitive.

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    Overstock.com2019-04-08
  5. Helpful (12)

    "Toxic with lack of job security"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Care in Elma, WA
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Overstock.com full-time for more than a year

    Pros

    You will learn some useful people skills.

    Cons

    Those literal games they make you play in group interviews and training are just the beginning. Political games, favoritism and complete lack of compassion or respect for anyone not in the pack. If you voice concerns over job security due to the sheer number of people vanishing daily, you will be lied to and assured there was a reason and you are fine. Until you aren't fine and there is not a reason in your spotless file. Elma facility hasn't had any upward movement in almost a year. Not a problem in itself but there has been a disturbing amount of demotions, terminations and people fleeing the company. Of the 13+ vacated leadership positions in customer care alone that could have been filled as existing positions, none were. They either demotion someone to them or dissolved completely and staff redistributed to overload those remaining. No promotions, no growth, only frightening shrinkage with those left living in daily fear of being next. They are told to smile and promote the falsehoods because those that were let go, did not. Despite assurances this facility is safe from closure, the track record above does not reflect that. The CEO's recent announcement of no bonuses or raises due to restructuring hits hard for a location that has seen nothing but people escorted out. 2 large waves of terminations in 2019 meant there was an opportunity to dispose of those that did not allow themselves to naturally attrition out with attendance problems or legitimate issues on file. Another disturbing note is that this facility is not handicap friendly. There is 1 single access button that does not function properly and is currently located on the mens restroom downstairs. Not on an entrance or exit, not even one for each gender, just the mens room. The only reason this was finally installed after more than a year was an employee in a wheelchair was trapped in the restroom for an extended period of time. This plays into the lack of compassion or respect for employees as people. Zero integrity.

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    Overstock.com2019-03-11
  6. Helpful (15)

    "It started out great. But things have changed, and not in a good way"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Care 
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at Overstock.com full-time for more than 3 years

    Pros

    Good, loyal people work here and everyone is generally laid back and gets along.

    Cons

    Customer service management cannot get their acts together or deliver on promises. WE are not getting promotions as frequently as promised when hired, or even when the system changes. People are promised raises that they never get. Customer service is promised rewards they never get. Supervisors are not trained well, and are promoted without receiving help or direction. Any direction that is given changes literally the NEXT DAY. Deadlines always fall through, and management doesn't listen even though they wear silly t-shirts that promote how well they do listen. Lack of accountability from upper management is driving away talent.

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    Overstock.com2017-07-26

    Overstock.com Response

    July 29, 2017CEO

    I apologize for what sounds like a slipshod experience. A new VP of Customer Care has been selected. If you have not heard yet, you will Monday. I think you are going to be quite happy with the choice. There will be nothing slipshod.

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  7. Helpful (28)

    "Lots of empty promises"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Care Representative in Elma, WA
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I worked at Overstock.com full-time for less than a year

    Pros

    Full benefits, decent pay, training was okay.

    Cons

    We were told in training overstock is not like any other call center. We were told that they would be interviewing people for floor support and team leader positions that would be posted on workday. We got to the floor skipped tier 1 nesting and tossed in to production. Management was annoyed that a new class was asking so many questions. Did not have computers for the first 4 weeks of training, Got in the new building 2 months later no evacuation plans. Management pulled people off the phones they liked and were friends with to promote up to team leaders and floor support no interviews involved. lots of nepotism and disorganization. Overstock is not like any other call center I have worked at because every call center I worked at job performance is what got you promoted not how well Management liked you.

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    Overstock.com2017-05-05
  8. Helpful (1)

    "Customer Care Specialist"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Care Specialist in Elma, WA
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Overstock.com full-time for less than a year

    Pros

    Full Benefits, 401k Match, up beat, fast paced, room for advancement, great training

    Cons

    The Headquarters is in Utah

    Overstock.com2017-03-05
  9. Helpful (26)

    "Changes"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Care in West Valley City, UT
    Doesn't Recommend
    Negative Outlook
    Approves of CEO

    I have been working at Overstock.com full-time for more than 3 years

    Pros

    Right now I am hard pressed to find anything positive about working here. Where I once loved my job, it has now become the biggest chore and I am always heavy hearted and resentful when having to log in at work.

    Cons

    This has always been an incredible place to work until recently. There have been numerous changes in hours of operation, in processes, in policies and focus which have served to create a hostile work environment. Understanding that changes are necessary for growth, and appreciating the vision that is often touted, the changes have been constant, and not in line with the vision they express to have. People are now literally afraid for their jobs and these are the solid, dedicated ones. There was a time when you felt like your work mattered, that you were valued and that you were seen as an integral part of the whole. Now, you are less than a number, less than a statistic, you are only a body to respond to customers needs and your empowerment is gone.

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    Overstock.com2016-09-27
  10. Helpful (40)

    "Not taking it anymore"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Care Representative 
    Doesn't Recommend
    Negative Outlook

    I have been working at Overstock.com part-time for more than a year

    Pros

    Work with good people. They let us make decisions on how to resolve customer problems. Not a bad name on your resume. Supposedly some options for moving up to other jobs in corporate. If you're okay playing politics and do what Stormy wants, you can move up pretty quickly, get invited to "non-company" events, and have some, um, interesting stories to tell. lol

    Cons

    It's a busted culture, and you can read about that in Patrick's long response to a review (which is exactly the heart of the problem, but not as he sees it). The fact that sr. management cares (and makes you care) as much as they do instead of letting diverse employees work and act like adults do in society outside of work is what causes this weird tension. If there wasn't some crusade Stormy deluded Patrick about, no one would care. Period. Next, word is out among Stormy's team/people to rite good reviews on here. In fact, a team lead told me that's what they're hearing from looooong time/old timers of Stormy's over in Marketing. The fact that sr. management is fixing company reviews just proves all the other ones are right about our sr. mngt. Can you imagine Amazon or Walmart leaders giving a crap about these reviews. All this to say it's a scary work environment and you never know what invisible political line you'll cross and end up fired or quickly forced out. Lastly, family is another bad thing, with like seriously a couple dozen relatives of sr. management violating company hiring policy.

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    Overstock.com2015-12-11

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