topic Re: Unsatisfactory Customer Service in Beauty

Unsatisfactory Customer Service

FunMom — Wed, 17 Sep 2014 20:24:32 GMT

I have been a loyal QVC customer since I returned from service in Germany in 2001. I love the hosts and the product selections. The only thing that is bringing QVC down is its customer service. The last straw for me was when I ordered the Wen TSV at the end of August. I ordered the tea tree oil in addition to the TSV the same day because it was recommended that you use them both. I received my two scents of the tsv but the oil edd was September 8. The eigth came and went. I called customer service and they told me that my order had not shipped. I was told it was an oversight at the warehouse and they would ship it out immediately. I called two days later because my shipping status had not changed and I was told by customer service that I should have it by the 15th and to please be patient. I was not upset at this point just frustrated because I wanted to use the WEN products together to see if they would work for me. Today, the 17th I called again and they apologized for the absence of my merchandise and then informed me that it was sold out and I could go on waitlist!?! I took a deep breath and asked if I would be able to return my other items after 30 days if the wen system did not work for me. I was told no that I only had 30 days from when I received the original items to return them. I did everything correct, I believe, on my end but the fact that I have been a lucrative loyal customer of QVC means nothing. There have been other problems with customer service but now I am fed up. I really needed to vent because even though I am just a single customer and QVC couldn't care less, I wanted to make my experience known.

Re: Unsatisfactory Customer Service

twocent — Wed, 17 Sep 2014 20:35:47 GMT

Call corporate.

Re: Unsatisfactory Customer Service

ahoymate — Wed, 17 Sep 2014 20:40:47 GMT

Suggestion: If you want QVC to read this, post it in the right area: QVC suggestions.

FYI.............font is too small and one long paragraph with run-on sentences is not readable.

Re: Unsatisfactory Customer Service

WenGirl42 — Wed, 17 Sep 2014 20:46:40 GMT

On 9/17/2014 Skylands said:
Suggestion: If you want QVC to read this, post it in the right area: QVC suggestions.

FYI.............font is too small and one long paragraph with run-on sentences is not readable.

You should likewise post this in the QVC suggestions area, since the font and paragraph spacing are due to how their forums format posts made from certain phones and tablets And I can read your run-on sentence just fine

Re: Unsatisfactory Customer Service

ChynnaBlue — Wed, 17 Sep 2014 20:57:35 GMT

I would be very frustrated by that experience, too. I don't think it's asking too much to expect that something you order will show up on time and not be sold out instead of arriving on your doorstep.

The good news is that you do not need the oil in order to use the cleansing conditioner and you do not need the cleansing conditioner to use the oils. You can use either one without use any other WEN product. If you use them together, you will find they both help the other work better. If the Cleansing Conditioner doesn't work for you without the oil, I would not think that it would work for you if you added the oil, so I don't believe you need both to determine whether or not you like the cleansing conditioner. I used WEN with great results for several years before I ever used the oils.

Re: Unsatisfactory Customer Service

FunMom — Wed, 17 Sep 2014 21:20:47 GMT

Thank you all for your suggestions. Sorry about the run on sentences but I was venting. Thank you wengirl42. Did not mean to cause any discourse on the site. Love you all. Peace...

Re: Unsatisfactory Customer Service

VaBelle35 — Wed, 17 Sep 2014 21:24:56 GMT

I can see how you would want to try the whole package at the same time within your 30 day window to see what your results are so that you can (a) return it or (b) make an informed choice to move forward with the whole system.

I don't blame you for being mad that you ordered it all at the same time and expected to get it all at the same time either.

QVC is VERY GOOD at accepting things past the 30 day mark, especially when there is a valid reason for such a request.

I recommend that you call customer service again, and if you don't get the result you want, speak to a supervisor. I would not speak to an order entry operator, I would speak to someone in CS and a Supervisor if possible.

i have been with QVC forever and the few issues I've had, they have always made things right.

Re: Unsatisfactory Customer Service

FunMom — Wed, 17 Sep 2014 21:26:26 GMT

Unfriendly discourse that is

Re: Unsatisfactory Customer Service

WenGirl42 — Wed, 17 Sep 2014 21:28:03 GMT

On 9/17/2014 FunMom said: Thank you all for your suggestions. Sorry about the run on sentences but I was venting. Thank you wengirl42. Did not mean to cause any discourse on the site. Love you all. Peace...

I'd be venting too! That is so frustrating. Argh. I get what you were wanting to do, but like ChynnaBlue said, you can evaluate how well the TSV is working for your hair without the oil. If you don't like the performance of the CC and styling products, the oil wouldn't change that. But if you have questions about the oils or what they might do based on the results you're seeing from using the other products, there are lots of helpful ladies here who I'm sure will be happy to answer as best they can. Best of luck to you!

Re: Unsatisfactory Customer Service

NC Bandwagon — Wed, 17 Sep 2014 21:29:39 GMT

@FunMom, welcome to the forum. Sorry that happened to you. Perhaps you could try calling the QVC corporate like twocent suggested.

Re: Unsatisfactory Customer Service

wingnut — Wed, 17 Sep 2014 21:41:45 GMT

On 9/17/2014 FunMom said: I have been a loyal QVC customer since I returned from service in Germany in 2001. I love the hosts and the product selections. The only thing that is bringing QVC down is its customer service. The last straw for me was when I ordered the Wen TSV at the end of August. I ordered the tea tree oil in addition to the TSV the same day because it was recommended that you use them both. I received my two scents of the tsv but the oil edd was September 8. The eigth came and went. I called customer service and they told me that my order had not shipped. I was told it was an oversight at the warehouse and they would ship it out immediately. I called two days later because my shipping status had not changed and I was told by customer service that I should have it by the 15th and to please be patient. I was not upset at this point just frustrated because I wanted to use the WEN products together to see if they would work for me. Today, the 17th I called again and they apologized for the absence of my merchandise and then informed me that it was sold out and I could go on waitlist!?! I took a deep breath and asked if I would be able to return my other items after 30 days if the wen system did not work for me. I was told no that I only had 30 days from when I received the original items to return them. I did everything correct, I believe, on my end but the fact that I have been a lucrative loyal customer of QVC means nothing. There have been other problems with customer service but now I am fed up. I really needed to vent because even though I am just a single customer and QVC couldn't care less, I wanted to make my experience known.

Copy this to the QVC Facebook page. The "QVC Social Team" will contact you.

Re: Unsatisfactory Customer Service

FunMom — Wed, 17 Sep 2014 22:27:47 GMT

Thank you all for your wonderful and useful suggestions. A sweet lady named Beth from QVC has contacted me and finally made this situation right. I still have to wait a while for my oil but I'm cool with that.

Re: Unsatisfactory Customer Service

WenGirl42 — Thu, 18 Sep 2014 01:43:44 GMT

On 9/17/2014 FunMom said: Thank you all for your wonderful and useful suggestions. A sweet lady named Beth from QVC has contacted me and finally made this situation right. I still have to wait a while for my oil but I'm cool with that.

That's great! I'm so glad Sorry it took so much aggravation though...

Re: Unsatisfactory Customer Service

HappyDaze — Thu, 18 Sep 2014 01:55:20 GMT

On 9/17/2014 wingnut09 said:
On 9/17/2014 FunMom said: I have been a loyal QVC customer since I returned from service in Germany in 2001. I love the hosts and the product selections. The only thing that is bringing QVC down is its customer service. The last straw for me was when I ordered the Wen TSV at the end of August. I ordered the tea tree oil in addition to the TSV the same day because it was recommended that you use them both. I received my two scents of the tsv but the oil edd was September 8. The eigth came and went. I called customer service and they told me that my order had not shipped. I was told it was an oversight at the warehouse and they would ship it out immediately. I called two days later because my shipping status had not changed and I was told by customer service that I should have it by the 15th and to please be patient. I was not upset at this point just frustrated because I wanted to use the WEN products together to see if they would work for me. Today, the 17th I called again and they apologized for the absence of my merchandise and then informed me that it was sold out and I could go on waitlist!?! I took a deep breath and asked if I would be able to return my other items after 30 days if the wen system did not work for me. I was told no that I only had 30 days from when I received the original items to return them. I did everything correct, I believe, on my end but the fact that I have been a lucrative loyal customer of QVC means nothing. There have been other problems with customer service but now I am fed up. I really needed to vent because even though I am just a single customer and QVC couldn't care less, I wanted to make my experience known.
Copy this to the QVC Facebook page. The "QVC Social Team" will contact you.

Any other way to have someone help you besides posting on FB (I am not on Facebook)? Besides contacting Customer service which didn't help?

Re: Unsatisfactory Customer Service

vermint — Thu, 18 Sep 2014 18:16:36 GMT

I understand your frustration! I went on waitlist for the 4 oz. TT oil (my own fault, I doofed around til it was gone)...anyway, I was fine with that, like I said, my fault, I'll just wait and see. Well, a WEEK ago, my order went from Waitlist to In Process---where it has stayed! It shows still on Waitlist if you go to the item #.

Just to get my hands on the oil, even though it was just the 1 oz. size, I ordered the TT set with 16 oz. CC, RTM & Oil (I've used TT CC before and know it works for me).

So...will you & I ever get our TT oil? Stay tuned, folks, for the next episode in the never-ending drama of "As The WEN Turns"!!!!!

Re: Unsatisfactory Customer Service

ChynnaBlue — Thu, 18 Sep 2014 18:26:28 GMT

On 9/17/2014 HappyDaze said:
On 9/17/2014 wingnut09 said:
On 9/17/2014 FunMom said: I have been a loyal QVC customer since I returned from service in Germany in 2001. I love the hosts and the product selections. The only thing that is bringing QVC down is its customer service. The last straw for me was when I ordered the Wen TSV at the end of August. I ordered the tea tree oil in addition to the TSV the same day because it was recommended that you use them both. I received my two scents of the tsv but the oil edd was September 8. The eigth came and went. I called customer service and they told me that my order had not shipped. I was told it was an oversight at the warehouse and they would ship it out immediately. I called two days later because my shipping status had not changed and I was told by customer service that I should have it by the 15th and to please be patient. I was not upset at this point just frustrated because I wanted to use the WEN products together to see if they would work for me. Today, the 17th I called again and they apologized for the absence of my merchandise and then informed me that it was sold out and I could go on waitlist!?! I took a deep breath and asked if I would be able to return my other items after 30 days if the wen system did not work for me. I was told no that I only had 30 days from when I received the original items to return them. I did everything correct, I believe, on my end but the fact that I have been a lucrative loyal customer of QVC means nothing. There have been other problems with customer service but now I am fed up. I really needed to vent because even though I am just a single customer and QVC couldn't care less, I wanted to make my experience known.
Copy this to the QVC Facebook page. The "QVC Social Team" will contact you.

Any other way to have someone help you besides posting on FB (I am not on Facebook)? Besides contacting Customer service which didn't help?

Twitter. Or YouTube.

But seriously, social media has become a very good way to get issues resolved because it's public exposure and a potential PR nightmare when someone lays out a case on social media where everyone can see it. ESPECIALLY on Twitter, because the brand can delete things from its Facebook page, but cannot delete from Twitter.

"I'm not on Facebook" doesn't mean much because anyone can choose to be on Facebook and it's free. You can choose to restrict all your content or never post anything other than customer service issues, even. You can choose never to accept a friend request on Facebook or interact with anyone you don't want to interact with. You could potentially start a Facebook account solely for the purpose of interacting with brands like QVC on Facebook. You could create a profile to handle an issue and then never, ever touch the profile again or even delete it. You are limiting your own choices when you say "I'm not on Facebook," and that's too bad because social media can be a great tool to get things resolved.

Re: Unsatisfactory Customer Service

77yangya — Thu, 18 Sep 2014 18:51:49 GMT

I guess that was too long. I could not understand what did edd mean?

Re: Unsatisfactory Customer Service

vermint — Thu, 18 Sep 2014 21:40:25 GMT

On 9/18/2014 sjk73 said:
I guess that was too long. I could not understand what did edd mean?

edd is Estimated Date of Delivery.

Re: Unsatisfactory Customer Service

HappyDaze — Thu, 18 Sep 2014 21:42:46 GMT

On 9/18/2014 ChynnaBlue said:
On 9/17/2014 HappyDaze said:
On 9/17/2014 wingnut09 said:
On 9/17/2014 FunMom said: I have been a loyal QVC customer since I returned from service in Germany in 2001. I love the hosts and the product selections. The only thing that is bringing QVC down is its customer service. The last straw for me was when I ordered the Wen TSV at the end of August. I ordered the tea tree oil in addition to the TSV the same day because it was recommended that you use them both. I received my two scents of the tsv but the oil edd was September 8. The eigth came and went. I called customer service and they told me that my order had not shipped. I was told it was an oversight at the warehouse and they would ship it out immediately. I called two days later because my shipping status had not changed and I was told by customer service that I should have it by the 15th and to please be patient. I was not upset at this point just frustrated because I wanted to use the WEN products together to see if they would work for me. Today, the 17th I called again and they apologized for the absence of my merchandise and then informed me that it was sold out and I could go on waitlist!?! I took a deep breath and asked if I would be able to return my other items after 30 days if the wen system did not work for me. I was told no that I only had 30 days from when I received the original items to return them. I did everything correct, I believe, on my end but the fact that I have been a lucrative loyal customer of QVC means nothing. There have been other problems with customer service but now I am fed up. I really needed to vent because even though I am just a single customer and QVC couldn't care less, I wanted to make my experience known.
Copy this to the QVC Facebook page. The "QVC Social Team" will contact you.

Any other way to have someone help you besides posting on FB (I am not on Facebook)? Besides contacting Customer service which didn't help?

Twitter. Or YouTube.

But seriously, social media has become a very good way to get issues resolved because it's public exposure and a potential PR nightmare when someone lays out a case on social media where everyone can see it. ESPECIALLY on Twitter, because the brand can delete things from its Facebook page, but cannot delete from Twitter.

"I'm not on Facebook" doesn't mean much because anyone can choose to be on Facebook and it's free. You can choose to restrict all your content or never post anything other than customer service issues, even. You can choose never to accept a friend request on Facebook or interact with anyone you don't want to interact with. You could potentially start a Facebook account solely for the purpose of interacting with brands like QVC on Facebook. You could create a profile to handle an issue and then never, ever touch the profile again or even delete it. You are limiting your own choices when you say "I'm not on Facebook," and that's too bad because social media can be a great tool to get things resolved.

Yeah, the point being MY choice. And my choice is not to be on social media. I understand how it all works too- I know what I can and can't do since I did use to have a FB page. I understand the ramifications of not belonging to social media platforms but I also fully understand the ramifications of being ON social media. The latter of which is more important to me.

There are reasons I CHOOSE not to be on social media which I choose not to discuss here nor do I feel I owe anyone an explanation for my CHOICES. It was a simple question, ChynnaBlue, and I certainly don't need a lecture or have a finger wagged at for me for my choice not be on social media.

ETA: I just wanted to say too that I don't really like the idea of having to "publicly shame" a company into giving me the best service possible. They should be offering all customers the same service regardless if I call them or post on their FB page or email them. If I can only get a company to fix my issues in which they messed up by shaming them on a public forum or platform, maybe I really need to re-think who I shop with.