topic Re: Why QVC is not user friendly in Q Talk

Why QVC is not user friendly

Yahooey — Fri, 28 Dec 2018 16:46:26 GMT

I haven't ordered from QVC for a whiile and got a $5.00 off a purchase to pls come back. I went online and bought 2 beauty items mid Nov. 1 was available to ship and 1 on waitlist. The online order was placed together and I put in the promo code for the $5.00 off.

Noticed my confirmation order that an order was shipped but the $5.00 was not applied. Called customer service and they cannot apply the $5.00 off since the item has been processed but the $5.00 will be applied to waitlist. What??? Can you do somthing? NO. - I should have called cutomer service to place my item and not place the order online so the $5.00 would have been processed correctly.

Not to worrry - I will get the $5.00 off when the waitlist item is shipped - what if it is cancelled, I asked.. That raraly happens....guess what - waitlist item is cancelled. I called CS again. The $5.00 off was applied to waitlist since I chose that item to be applied. What???

I had no idea that I as choosig a specific item for the coupon to be applied. Usually on online sites - you put in the promo code and the (codeing program) does the rest. It was a flat $5.00 - what would anyone need to chose an item where the promo code gets applied.

MY FAULT - my fault I did not apply code to the right item - my fault that I didn't call CS to place the order in the first place - my fault that I was lured back with the promise of $5.00 off.

QVC's fault for me not coming back....

Re: Why QVC is not user friendly

depglass — Fri, 28 Dec 2018 17:05:10 GMT

Here's hoping someone from the board moderators helps you out. Try customer care category if you don't hear anything.

Re: Why QVC is not user friendly

Goldengate8361 — Fri, 28 Dec 2018 17:07:08 GMT

In the grand scheme of things, this just doesn’t sound like a huge deal to me. You’ll get the $5 on your waitlist item. It’s only $5, which, for me, isn’t worth getting personally upset about (bad emotion experienced, blood pressure going up, etc). Sometimes, it’s useful to just “roll” with things and let it go.

Re: Why QVC is not user friendly

stevieb — Fri, 28 Dec 2018 17:11:01 GMT

Be glad you'll eventually get a small break with the five bucks... Most of us don't get jack...

Re: Why QVC is not user friendly

sfnative — Fri, 28 Dec 2018 17:20:36 GMT

@Yahooey

I was drawn to your post because this theme of throwing it back into the face of the consumer is something that took a foothold about 15 years ago. It's endemic not only to retail, but healthcare (as patients) and just about all other businesses, be they for profit or not for profit. I'm sickened by this negative turnaround in our society and am fighting back in small ways. Don't let the big guys get you down - ever.

Re: Why QVC is not user friendly

stevieb — Fri, 28 Dec 2018 17:42:41 GMT

@sfnative wrote:
@Yahooey

I was drawn to your post because this theme of throwing it back into the face of the consumer is something that took a foothold about 15 years ago. It's endemic not only to retail, but healthcare (as patients) and just about all other businesses, be they for profit or not for profit. I'm sickened by this negative turnaround in our society and am fighting back in small ways. Don't let the big guys get you down - ever.

Absolutely agree @sfnative... And yet, 'our calls are very important to them'... Whatever...

Re: Why QVC is not user friendly

Yahooey — Fri, 28 Dec 2018 21:01:08 GMT

OP here - it isn't really about the $5.00 - it is their attitude. Shop online - fast and simple - no need to wait for an operator. They need a better program coder -

When I noticed in the same evening when the the order was processed - the CS rep could have adjusted my cc. They chose not to -

When I got the email saying my order was cancelled - called CS again

Yes - the $5.00 is in my acct - so what. It should have been adjusted the first time I called.

I'm sure if there was a promo code for housewares only - if I used it for beauty - it would have been rejected - that's why my title says not user friendly - some sites are just more intuitive.

Re: Why QVC is not user friendly

Beth-QVC — Fri, 28 Dec 2018 21:48:06 GMT

@Yahooey

I have sent you an email regarding this issue.

Beth QVC

Re: Why QVC is not user friendly

Yahooey — Fri, 28 Dec 2018 22:12:00 GMT

@Beth-QVC

Thank you - your words were very kind...Have a wonderful New Year!

Re: Why QVC is not user friendly

Bhvbum — Fri, 28 Dec 2018 22:45:10 GMT

QVC, Your next customer service staff meeting, somebody should print off a copy of this thread so that you can review what went wrong here so it doesn’t happen again.

Re: Why QVC is not user friendly

NYC Susan — Sat, 29 Dec 2018 01:31:48 GMT

@Goldengate8361 wrote:
In the grand scheme of things, this just doesn’t sound like a huge deal to me. You’ll get the $5 on your waitlist item. It’s only $5, which, for me, isn’t worth getting personally upset about (bad emotion experienced, blood pressure going up, etc). Sometimes, it’s useful to just “roll” with things and let it go.

I believe she said the waitlisted item was cancelled. So she's not getting the $5 off of either item.

You're right of course that $5 is a very small amount of money. Which is why QVC shouldn't have been so ridiculous about it. If $5 is small to customers, imagine how insignificant is to QVC! And it's not about the money - It's the principle.

QVC dropped the ball here - They offered $5 to lure her back, made things difficult for her, and she ended up paying full price. It seems to me that the OP isn't overly upset. She's just sharing what happened, and has decided to shop elsewhere.