topic Re: Not the same QVC in Q Talk

Not the same QVC

Shan113 — Sun, 26 May 2019 13:09:29 GMT

Shipping delays, less than chipper or helpful customer service reps and credits from returns are slow- these describe my experiences with QVC lately. Are others experiencing anything similar?

Re: Not the same QVC

Spurt — Sun, 26 May 2019 13:18:30 GMT

@Shan113 wrote:
Shipping delays, less than chipper or helpful customer service reps and credits from returns are slow- these describe my experiences with QVC lately. Are others experiencing anything similar?

@Shan113

All you have to do is sroll through the threads on this Forum and you'll find your answer is YES!

Re: Not the same QVC

Irisestill — Sun, 26 May 2019 13:48:41 GMT

I definitely agree with you. The customer service is definitely on my top 5 worst at this point, and it ‘s disappointing. Are all the calls recorded for quality and training? They can’t be, if so training needs to be addressed. I have been a customer of QVC for over 20 years and I will be decreasingly my spending with them. They are not the only game in town.

Re: Not the same QVC

ScarletDove — Sun, 26 May 2019 16:46:22 GMT

Yes, yes, and yes! Calling CS is always a toss up as to the kind of service you receive. If you want more complete service, send an email to QVCSocialTeam@qvc.com regarding your problem. Make sure that you include all info, I will cut and paste the order that I am referencing and give a complete description of the problem. I will not deal with phone CS due to the experience I have received, some helpful, some not and lots of inconsistency with a resolution to your problem.

Re: Not the same QVC

micksmum — Sun, 26 May 2019 14:08:22 GMT

I have a lot of problems with the shipping. They switched a while ago to have everything come through the mail and the process takes a long time. I sometimes don't get my purchase for almost two weeks. When I purchase from HSN, I get my purchase right away. The same with returns. I track my returns and see when they have arrived at QVC, but the refund sometimes takes an extra week to process. At HSN, the returns are handled promptly. I love QVC, but this is starting to make me consider not shopping with them anymore.

Re: Not the same QVC

tervuren — Sun, 26 May 2019 20:14:58 GMT

I have not had a problem with shipping, but the returns are ridiculous . Warehouse received item and 10 days later still no credit. After call to customer service was told it would be 8 days more to credit item. On exchanges it is even worse, I have called and complained about an item not being exchanged after weeks of being returned. Was sent replacement then weeks later receive the original exchange. I see no reason that it should take the amount of time it does to issues a refund after warehouse has received the item. Ever since that Ontario warehouse opened refunds and exchanges have become a disaster.

Re: Not the same QVC

sashamatthews — Sun, 26 May 2019 21:01:09 GMT

Has anyone who posts here heard that the parent company has changed work site rules? Have procedures been altered? It might be a management-employee struggle. QVC shipping has changed dramatically in recent years - both HSN and Evine ship more quickly. I am not going to bring up Amazon because there are horror stories out there (don't know if they are true) about its warehouse production.

Re: Not the same QVC

blackhole99 — Sun, 26 May 2019 22:49:43 GMT

I try not to use CS if I don't have to, I have not had problems with return or refunds lately. I notice some things I order are slow to ship, but once shipped I usually get them in 5 to 7 business days. My complaint is that if the product is in process more than 48 hours you need to be able to cancel the order. Years ago if a product was not shipping PDQ you could cancel it any time. I remember cancelling an item 72 hours after I ordered it, years ago.

Re: Not the same QVC

AuntG — Sun, 26 May 2019 22:57:12 GMT

I rarely return things and my items get here in about five days so those aren't big concerns. It's the fast speaking reps with crummy attitudes that keep me away. I've had to deal with them when purchasing 'as is' items because automated ordering doesn't work on those products. Sometimes you just want to ask if they hate their jobs.

Re: Not the same QVC

BSurLife65 — Sun, 26 May 2019 23:59:08 GMT

@Spurt Just yesterday I had to spend an hour to reach the "right" Cust. Svc. Rep to solve a minor problem with a new product with a defect. Two calls, two posts, one email finally resulted in a satisfactory solution. What a waste of valuable time; I'm persistent when I don't get what I pay for. I suspect that a new group of "customer service" agents in call centers are trained to quickly dismiss our issues/complaints; I've had this happen 3 times this year when I've called to report a product problem. I was rudely cut off and told to "wait 4 hours for a Supervisor" to call me. I never get a call back. How RUDE.

Yesterday I wrote a post about my latest issue and got a proper response from the QVC Rep. and she emailed me with a supportive response. WHY did I have to jump through 8 hoops to resolve a relatively minor product defect?????? When did "The customer is always right" become obsolete? QVC will lose valuable Customers if this trend continues.

Re: Not the same QVC

BSurLife65 — Mon, 27 May 2019 00:07:20 GMT

@Irisestill QVC can search the phone records to locate the agent whom you spoke with; also, make note of the date & time of your call and the name of the agent. I've had this confirmed recently when my call was poorly handled and I reached a Senior Rep. to report it. They assured me that agent would be identified then dealt with (I didn't have their name either). There are some top notch Customer Service Reps. but you have to persist to find them if you have a legitimate complaint. Still --- we customers should NOT have to go to such lengths to be helped.

Re: Not the same QVC

MJDinVegas — Mon, 27 May 2019 00:10:57 GMT

IMHO, QVC could learn a lot from HSN about order processing/shipping/website experience/the list goes on. Rather than impose the Q’s policies on HSN, they should be looking at systematic best practices.

Case in point, I ordered a maxi dress Thursday and it shipped Friday. The other two orders I made Thursday shipped Saturday. If I order more than one item on a given day, more often than not, they ship together (although a separate shipping fee is assessed). I routinely get my orders in 3-5 days once shipped.

HSN return processing and refunding are exemplary in my experience and their website has very few operational issues.

Again IMHO, the wrong company got acquired.

Re: Not the same QVC

Spurt — Mon, 27 May 2019 00:24:26 GMT

@BSurLife65 wrote:
@Spurt Just yesterday I had to spend an hour to reach the "right" Cust. Svc. Rep to solve a minor problem with a new product with a defect. Two calls, two posts, one email finally resulted in a satisfactory solution. What a waste of valuable time; I'm persistent when I don't get what I pay for. I suspect that a new group of "customer service" agents in call centers are trained to quickly dismiss our issues/complaints; I've had this happen 3 times this year when I've called to report a product problem. I was rudely cut off and told to "wait 4 hours for a Supervisor" to call me. I never get a call back. How RUDE.
Yesterday I wrote a post about my latest issue and got a proper response from the QVC Rep. and she emailed me with a supportive response. WHY did I have to jump through 8 hoops to resolve a relatively minor product defect?????? When did "The customer is always right" become obsolete? QVC will lose valuable Customers if this trend continues.

@BSurLife65

So sorry to hear about all the hassle you went through.....and your right bad service will discourage folks from shopping with QVC again.... QVC's CS used to be very good....

Sadly, not just QVC, but good customer service is hard to find anywhere these days ....I dont know if people just hate their jobs and just try to find the easiest way to get rid of customers. There are some that dont really seem to care about customers or trying to resolve their problems.......There have been a lot of horror stories posted on these Forums....

Re: Not the same QVC

sashamatthews — Mon, 27 May 2019 12:16:26 GMT

Good customer service is hard to find. When I called JC Penney to cancel my father's credit card - he had passed away - the rep kept asking me to put him on the line to approve my talking to JCP. After telling the rep a third time that he had died, I hung up. It is as if these companies just put bodies in the chairs - minimal training and no brains.

Re: Not the same QVC

Spurt — Tue, 28 May 2019 22:09:22 GMT

@sashamatthews wrote:
Good customer service is hard to find. When I called JC Penney to cancel my father's credit card - he had passed away - the rep kept asking me to put him on the line to approve my talking to JCP. After telling the rep a third time that he had died, I hung up. It is as if these companies just put bodies in the chairs - minimal training and no brains.

@sashamatthews

I am so sorry about your dad's passing and offer my condolences to you...

WOW!!!....How insensitive!!!! The Rep was not even listening to what you were saying....SMH!!! I just think people in these jobs just don't care.... I would definitely call back and talk to a Supervisor or write a complaint letter......

Re: Not the same QVC

CalminHeart — Fri, 31 May 2019 10:49:37 GMT

@Shan113 wrote:
Shipping delays, less than chipper or helpful customer service reps and credits from returns are slow- these describe my experiences with QVC lately. Are others experiencing anything similar?

I received an email from Q two days ago saying they were changing how returns are processed and it's supposed to be faster. I hope so because they are slower than molasses now.

Re: Not the same QVC

baglady9 — Sun, 02 Jun 2019 12:17:19 GMT

Agreed, returns take too long to credit and exchanges take too long to apear.

Re: Not the same QVC

BSurLife65 — Wed, 19 Jun 2019 19:11:31 GMT

@micksmum The LONGER it takes to process(?) and issue your Refund, the LONGER a business has Your Money. That's a great advantage for the business --- not so much for our pocketbooks. This is NOT necessary either -- I've shopped with several BIG online retailers who issue my refund as soon as my return label is scanned (No, I'm not dreaming!). I read too many Reviews about "bad" products which, instead of being returned or credited for, the customer "tosses it in the trash". Great -- let's all empty our wallets straight into the garbage. And letting the 30-day Return Period run out, then posting a negative Review??? Geeez......does anyone really have money to burn?

It IS POSSIBLE for customers to receive top-notch Service -- so it depends upon whom we choose to do business with. No one is forcing consumers to put up with unprofessional and unsatisfactory products & practices, whether it's the local grocery store or the BIG online stores. Our voices and our money TALK. It's the only way the CEO's will take notice --- we can rant until we're out of breath on these and other Forums but, really....the Company pays no attention at this level. It seems the whole world cares nothing about us Consumers (seems? it's a fact...).

Remember -- it's your Money, Time and Satisfaction that count. When you're honestly displeased SPEAK OUT until you get the results you want. Take the time, stop trying to 'be nice' and hold feet to the fire.

---- my Rant for the Month ----

Re: Not the same QVC

Bigfork — Sun, 29 Mar 2020 23:55:37 GMT

No kidding. QVC must be losing money and hiring less or letting people go. The wait times are absolutely stinking ridiculous. I truly feel sorry for the Customer service agents who finally pick up. It is not their fault.

Shipping times, returns, and calls to customer service are off the charts bad, bad business latley. I have tried a total of three times today to get through to a customer service agent and have listened to hours of music! Blame corporate. Blame corporate. The big wheels at the top make mega bucks and QVC is still a big corporation not solving this or do they care to solve this.

I had not turned on the TV for a long time to QVC but came back today during the shelter in place and saw an item, ordered then wanted to re-order. I question why I am wasting my day listening to music. Thought with the US mood and the virus it would be good to get off CNN and it might be nice to give business and buy something. WHY? QVC you really need to improve. I am giving up trying to order anything.

Re: Not the same QVC

hooked on books — Tue, 31 Mar 2020 00:07:59 GMT

Oh, boy, I just ordered 3 "as is" items and now I'm a bit nervous as to what condition they will arrive in and how much of a hassle it could be if I have to return them!😕