Overstock.com Maintains #2 Rank in Customer Service Among All U.S. Retailers, Trailing Only L.L. Bean But Besting Zappos and Amazon

Jan 13, 2010, 08:45 ET from Overstock.com, Inc.

SALT LAKE CITY, Jan. 13 /PRNewswire-FirstCall/ -- Overstock.com, Inc. (Nasdaq: OSTK) announced today that it has once again earned the #2 spot in customer service rankings among all U.S. retailers, according to rankings published in the 2010 NRF Foundation/American Express Customer Service Survey. Source: [http://www.nrf.com/modules.php?name=News&op=viewlive&sp_id=876  and http://www.nrffoundation.com/Partners_and_Resources/CustServChoiceAwards.asp] Overstock.com's rank surpassed online retailers Zappos.com (#3) and Amazon.com (#4), and is only behind #1 ranked L.L. Bean

"Outstanding customer service begins and ends with a retailer's core belief that every single customer is important," said Kathy Mance, Vice President, NRF Foundation. "Overstock.com has continuously demonstrated this philosophy and we congratulate them on their recognition as one of the best retailers in customer service."

Overstock.com CEO Patrick Byrne said, "All credit goes to my 1,000 colleagues, and especially, our Customer Care agents. Under the direction of SVP of Marketing and Customer Care Stormy Simon and VP of Customer Care Brian Popelka, our Customer Care team has made us a customer-centric organization. It is because of them that in the last five years Overstock.com has gone from being unranked to being #2 for the second year in a row. We would like to thank the consumers of America for speaking so highly of us: there are a thousand folks here that are gratified to know that their hard work is so appreciated."

Byrne continued: "Congratulations to the other retailers who were ranked in the top 10. It is an honor to be ranked among such fine companies. And I look forward to 2010's rankings."

About the Survey

The NRF Foundation is the research and education arm of the National Retail Federation. A non-profit foundation created in 1981, the foundation conducts industry research, develops education and workforce development programs, professional certification programs, and promotes retailing as a career destination.

The NRF Foundation/American Express Customer Service Survey which polled 8,167 consumers was conducted by consumer marketing intelligence firm BIGresearch from September 2-9, 2008. The consumer poll has a margin of error of plus or minus 1.0 percent. Consumers answered the open ended question, "Thinking of all the different retail formats (store, catalog, internet, or home shopping), which retailer delivers the best customer service?" In order to develop a fair comparison, regardless of a retailer's size or geographic coverage, the consumer survey responses were compared to each retailer's 2007 revenues to develop the overall rankings.

About Overstock.com

Overstock.com, Inc. is an online retailer offering brand-name merchandise at discount prices.  The company offers its customers an opportunity to shop for bargains conveniently, while offering its suppliers an alternative inventory distribution channel.  Overstock.com, headquartered in Salt Lake City, is a publicly traded company listed on the NASDAQ Global Market System and can be found online at http://www.overstock.com. Overstock.com regularly posts information about the company and other related matters on its website under the heading "Investor Relations."

Overstock.com® is a registered trademark of Overstock.com, Inc. All other trademarks are the property of their respective owners.

This press release contains certain forward-looking statements within the meaning of Section 27A of the Securities Act of 1933 and Section 21E of the Securities Exchange Act of 1934. Such forward-looking statements include, but are not limited to, statements regarding what it takes to improve customer service and customer service rankings. Our Form 10-K/A for the year ended December 31, 2008, our subsequent quarterly reports on Form 10-Q, or any amendments thereto, and our other subsequent filings with the Securities and Exchange Commission identify important factors that could cause our actual results to differ materially from those contained in our projections, estimates or forward-looking statements.

SOURCE Overstock.com, Inc.



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