QVC's Online Chat - Is my experience typical?

NYC Susan · ‎03-13-2010

I never used QVC online chat until a few days ago, and then again today. Both experiences were not very good, and I'm wondering if this is typical.

I had a simple question re an order I was attempting to place online. The first rep kept asking which error message I was getting, and I kept telling her I wasn't getting an error message - I just needed assistance placing an order. She finally understood, but then proceeded to over-complicate the whole thing. After going round & round with her and getting nowhere, I decided not to order. I thanked her, she asked if there was anything else she could help me with, and I told her no, have a great night. At least she was polite, but it was frustrating and I wish she had been knowledgeable enough to help me.

Today I tried again. This rep was a little curt right from the start, and abruptly ended our chat after less than a minute. I had an additional question, and was surprised that there was no, "Is there anything else I can help you with?" or "Have a nice day" or "Thanks for contacting QVC" before she terminated our chat. I was just about to type in another question, and I saw, "bye", and she was gone. She had no reason to think my problem had been resolved, so it came across as really rude. I do online chats with other companies all the time, and this has not been my experience with any of them at all.

I haven't ordered from QVC in a very long time, and this is not making me inclined to give them my business. Those of you who have done these online chats with QVC: Is this typical?

(And to those who are prepared to jump all over me: Yes, I realize this is not the biggest problem in the world. I am going thru quite a lot of personal turmoil right now, and I don't need to be reminded that there are bigger things to worry about. Believe me, I get that. This is also not a bashing of QVC. I'm simply sharing my experience and asking if this is typical. TIA to all who respond.)

Justice4all · ‎12-22-2013

I had one online chat a while back. The person could not answer my question, but was extremely polite. I decided calling cs from then on to resolve any problems.

NYC Susan · ‎03-13-2010

On 1/17/2015 Justice4all said: I had one online chat a while back. The person could not answer my question, but was extremely polite. I decided calling cs from then on to resolve any problems.

I usually do call CS when I have issues/problems with any company. I always prefer an actual conversation. But I have severe laryngitis right now and I'm unable to talk on the phone so I thought chat was a good option.

The person you got sounds like the first one I spoke to! I appreciate your response - Thanks!

Justice4all · ‎12-22-2013

The last time I called cs I had pharyngitis. I was over the worst laryngitis part. I empathize!

NYC Susan · ‎03-13-2010

On 1/17/2015 Justice4all said: The last time I called cs I had pharyngitis. I was over the worst laryngitis part. I empathize!

Thank you!!

depglass · ‎03-10-2010

I've never had a good online chat with any company. In general I find the people poorly trained and very slow typists. Its so easy to call C.S. 800-367-9444, those people are on the ball. And if you are just placing an order call the number on the TV screen, the 1515 one, to get a live person. Very helpful.

NYC Susan · ‎03-13-2010

On 1/19/2015 depglass said:
I've never had a good online chat with any company. In general I find the people poorly trained and very slow typists. Its so easy to call C.S. 800-367-9444, those people are on the ball. And if you are just placing an order call the number on the TV screen, the 1515 one, to get a live person. Very helpful.

I actually have had some very good online chat experiences with other companies. Sometimes, when people are multi-tasking, online chats can be very efficient and helpful. I also use chat when phone lines are overly busy. I never had a negative experience with a chat until I tried it with QVC.

It's always my first choice to call, though. But as I said above, I currently have severe laryngitis. So it's not always "so easy" to call! And I think if a company offers online chat, then consumers have every right to expect decent CS if they choose that option.

stevieb · ‎03-10-2010

I've not used it often and while reasonably pleasant, my issues could be only partially addressed. I ended up having to call, which was precisely what I'd hope not to have to do. I find most on-line chats helpful and usually pleasant, though some are of limited utility, as was my experience here.

In my pantry with my cupcakes...

NYC Susan · ‎03-13-2010

On 1/19/2015 stevieb said:
I've not used it often and while reasonably pleasant, my issues could be only partially addressed. I ended up having to call, which was precisely what I'd hope not to have to do. I find most on-line chats helpful and usually pleasant, though some are of limited utility, as was my experience here.

I think I'll avoid QVC chat in the future. Thanks!