topic Re: TSV auto delivery issue in Beauty

TSV auto delivery issue

BichonEmma — Sun, 23 Mar 2014 02:57:43 GMT

I'm pretty new to QVC shopping, about 2 weeks. When I ordered the TSV accidential ordered the one time delivery not the a-d. I tried to edit the order to a-d myself and also changed the formula. Neither change was showing. So I did a chat to customer service because of the wait time on the phone. The rep told me the changes did go through and would be showing shortly. The forumula did updat bit since I'd never ordered anything on a-d I didn't really know how it would look and figured it was all ok Since we're loving the wen so much I wanted to know when the next shipment would arrive. Well the a-d change did not go through I called customer service and the rep said she would send it over to the a-d team with my story of how I was told it was changed and I did it on the day of the TSV and shortly after I placed the order. Anyone experience anything like this? Do you think I'm going to get my a-d?

Re: TSV auto delivery issue

croemer — Sun, 23 Mar 2014 04:02:09 GMT

Gee...I have never done this...but I bet they will come thru for you. Hope someone comes along that knows better than I. It should show up when you go to your order status shortly after they change it I would suspect.

Re: TSV auto delivery issue

beach-mom — Sun, 23 Mar 2014 04:02:41 GMT

I really do hope you do. I've never had AD problems with Wen, but I was one of the ones who didn't get the 2nd and 3rd shipments of a Tarte AD because so many people increased the numbers on the 2nd shipment. Tarte blamed QVC; QVC blamed Tarte. I blame QVC. If someone signs up for 1-3 orders of an AD TSV, she shouldn't be allowed to increase to 10-15. Now I'll get down off my soapbox!

You have a legitimate reason for switching. If the switch was made, it should show up in your AD order history. They're pretty good about making changes within a few days. After about 3 days, if it doesn't show up, I'd call again.

Good luck - and I'm glad you're enjoying your Wen!

Re: TSV auto delivery issue

RyBelle — Sun, 23 Mar 2014 04:33:20 GMT

Hey there,

Apparently there was a site issue that prevented a lot of people from getting this particular TSV, so QVC has it available for the people who bought it during the original TSV to purchase on auto-delivery (one shipment in June and the last shipment in September) through April 2 to reconcile the damage. You can only find this option if you search for the item number directly, though, so find your original order confirmation and look at the item number, then do a search for it. It will come up with the option to purchase on AD, and you won't be billed for it till June.

After doing this, by the way, you can edit the flavor just like you would be able to with any other Wen AD

I had issues with this problem too, and I'm happy they're handling the problem this way!

Re: TSV auto delivery issue

KitchenFairy — Sun, 23 Mar 2014 05:29:36 GMT

I preordered 3 of the Philosophy TSV for next month. I didn't use the AD item #. Well, when I went to convert it to AD there was no option so I emailed customer service to ask them to convert it. I was told they can't convert it and if I would like it on AD I would have to place another order. I don't need a THIRD set right now so I guess I will be skipping the AD. To me it doesn't make sense because they are losing money this way. Instead of me being locked in for 2 years of this item I will just use up what I have or buy from the Philosophy site.

Re: TSV auto delivery issue

MLK123 — Sun, 23 Mar 2014 05:50:51 GMT

I had a problem with mine to it said To edit plan but when you went on it didnt show anything it also didnt show up in the auto deliveries. I wrote customer service and they sent it to auto delivery department and said it would take 3-5 days. I checked today and it now shows a shipment in June and september. It took 3 days

Re: TSV auto delivery issue

RyBelle — Sun, 23 Mar 2014 06:22:59 GMT

Hmmm did anyone else get that email offering AD on the TSV through April 2 at the original price (even if you bought it with EP) or was that just me?

QVC sent me an email with that offer on Friday, so I'm wondering if it was an individual thing or for anyone who bought the TSV originally.

Re: TSV auto delivery issue

BichonEmma — Sun, 23 Mar 2014 20:13:30 GMT

you ladies gave me hope it hasn't updated yet but I'll give it longer

Re: TSV auto delivery issue

BichonEmma — Sun, 23 Mar 2014 20:53:37 GMT

On 3/22/2014 ryleighbell94 said:
Hey there,

Apparently there was a site issue that prevented a lot of people from getting this particular TSV, so QVC has it available for the people who bought it during the original TSV to purchase on auto-delivery (one shipment in June and the last shipment in September) through April 2 to reconcile the damage. You can only find this option if you search for the item number directly, though, so find your original order confirmation and look at the item number, then do a search for it. It will come up with the option to purchase on AD, and you won't be billed for it till June.

After doing this, by the way, you can edit the flavor just like you would be able to with any other Wen AD

I had issues with this problem too, and I'm happy they're handling the problem this way!

I tired doing that and it didn't work, only the non- a-d comes up when I search by the item # that I ordered and when I tried to search by the a-d item number it just came up with a big SOLD OUT I'll just need to hope that cs comes through for me

Re: TSV auto delivery issue

Nicole WI — Mon, 24 Mar 2014 02:28:18 GMT

I had a similar situation happen with a Josie Maran set I ordered and they sent it to the autodelivery department three times and it was never resolved! I had the autodelivery item number in my cart and when I got my email confirmation the item number was different than the one I put in my UPS App. I am actually still pretty ticked off about that!

Re: TSV auto delivery issue

BichonEmma — Mon, 24 Mar 2014 19:33:14 GMT

On 3/23/2014 Nicole WI said: I had a similar situation happen with a Josie Maran set I ordered and they sent it to the autodelivery department three times and it was never resolved! I had the autodelivery item number in my cart and when I got my email confirmation the item number was different than the one I put in my UPS App. I am actually still pretty ticked off about that!

oh no! mine hasn't updated yet, I'm going to give them a call again instead of waiting another day to make it 3 days

Re: TSV auto delivery issue

Nicole WI — Tue, 25 Mar 2014 01:19:35 GMT

On 3/24/2014 bichon_emma said:
On 3/23/2014 Nicole WI said: I had a similar situation happen with a Josie Maran set I ordered and they sent it to the autodelivery department three times and it was never resolved! I had the autodelivery item number in my cart and when I got my email confirmation the item number was different than the one I put in my UPS App. I am actually still pretty ticked off about that!

oh no! mine hasn't updated yet, I'm going to give them a call again instead of waiting another day to make it 3 days

Let us know what happens... I called and called and the customer service representatives I spoke with did not even understand the replies they were getting from the autodelivery department. It was saying they would not convert it to autodelivery becuae it was a multiple item order?!?! It made no sense at all. After a month of trying I gave up and as I mentioned it still annoys me. I wish you the best of luck and hope you get way better results than I did with my situation!

Re: TSV auto delivery issue

untitled — Tue, 25 Mar 2014 01:49:22 GMT

I would keep checking your order page- because I know in the past if something had an option for A-D but was ordered as a one-time delivery. There will be some wording that says would you like to change to A-D?? I am not sure the actual number changes but go to the Auto delivery plan and see if it appears there. Maybe...

Oh Edit I should add- but alas things might have changed...

Re: TSV auto delivery issue

BichonEmma — Tue, 25 Mar 2014 02:22:11 GMT

On 3/24/2014 untitled said:
I would keep checking your order page- because I know in the past if something had an option for A-D but was ordered as a one-time delivery. There will be some wording that says would you like to change to A-D?? I am not sure the actual number changes but go to the Auto delivery plan and see if it appears there. Maybe...

Oh Edit I should add- but alas things might have changed...

It did give me the option to change to auto delivery on the 15th and I did select to change it but I didn't see the change and that is when I did the chat with customer service. The option disappeared after I had clicked it. I did call customer service back today and she said the rep I spoke with on Saturday had emailed the auto delivery people directly and it takes 10 days for them to do anything! 10 days! :-( She did however tell me it would defiantly be changed to auto delivery. Not sure how confidant I feel about that though.... This shouldn't be so stressful

Re: TSV auto delivery issue

untitled — Tue, 25 Mar 2014 03:03:15 GMT

On 3/24/2014 bichon_emma said:
On 3/24/2014 untitled said:
I would keep checking your order page- because I know in the past if something had an option for A-D but was ordered as a one-time delivery. There will be some wording that says would you like to change to A-D?? I am not sure the actual number changes but go to the Auto delivery plan and see if it appears there. Maybe...

Oh Edit I should add- but alas things might have changed...

It did give me the option to change to auto delivery on the 15th and I did select to change it but I didn't see the change and that is when I did the chat with customer service. The option disappeared after I had clicked it. I did call customer service back today and she said the rep I spoke with on Saturday had emailed the auto delivery people directly and it takes 10 days for them to do anything! 10 days! :-( She did however tell me it would defiantly be changed to auto delivery. Not sure how confidant I feel about that though.... This shouldn't be so stressful

okay- I see. I know we used to be able to change flavors on the A-D plan also- but now one has to call CS to make that change- so I wasn't sure... hopefully you will receive your confirmation shortly and all is good.

Re: TSV auto delivery issue

BichonEmma — Wed, 26 Mar 2014 14:46:09 GMT

I checked my account today and my tsv is now set for auto delivery!!!!!! Woohoo It says my next shipment is in june. If I decide to switch to a different formula how far inadvance should I call?

Re: TSV auto delivery issue

Nicole WI — Wed, 26 Mar 2014 15:33:23 GMT

On 3/26/2014 bichon_emma said: I checked my account today and my tsv is now set for auto delivery!!!!!! Woohoo It says my next shipment is in june. If I decide to switch to a different formula how far inadvance should I call?

Woohoo! I am so happy for you! I think if you know now what you want to switch your next shipment to I would do so as soon as possible and see if it is available.

Re: TSV auto delivery issue

ChynnaBlue — Wed, 26 Mar 2014 15:38:31 GMT

On 3/26/2014 bichon_emma said: I checked my account today and my tsv is now set for auto delivery!!!!!! Woohoo It says my next shipment is in june. If I decide to switch to a different formula how far inadvance should I call?

I would call now so that you don't forget. If you know you want to change, there's no point in waiting.

Re: TSV auto delivery issue

untitled — Wed, 26 Mar 2014 17:49:00 GMT

On 3/26/2014 bichon_emma said: I checked my account today and my tsv is now set for auto delivery!!!!!! Woohoo It says my next shipment is in june. If I decide to switch to a different formula how far inadvance should I call?

o so happy but FYI when you do decide to make the change- just know that you will not see the change printed on your A-D plan so make sure to call CS again before delivery to confirm the change. But really no worries...

Re: TSV auto delivery issue

bebe777 — Wed, 26 Mar 2014 18:32:23 GMT

On 3/26/2014 ChynnaBlue said:
On 3/26/2014 bichon_emma said: I checked my account today and my tsv is now set for auto delivery!!!!!! Woohoo It says my next shipment is in june. If I decide to switch to a different formula how far inadvance should I call?

I would call now so that you don't forget. If you know you want to change, there's no point in waiting.

bichon_emma, congrats!!! All your hard work really paid off. I'm so happy for you!!

Your interactions with customer service is also really instructive. It shows that QVC is able to make adjustments where it is warranted. We just need to persevere.

This is the second time in a few weeks that I've read about customer service accomodating a resonable request: For everyone upset about missing the BGT TSV.... It just seems you have to be a bit insistent.

Thanks you QVC!!!

-- bebe