topic Re: Negative messaging. . . in Q Talk

Negative messaging. . .

Beauty Maven — Fri, 18 Oct 2019 23:25:13 GMT

What's going on at QVC? Has anyone noticed all the negative messaging on the website? 1. "Sorry for the shipping delays..." 2. "Sorry we're having technical difficulties..." 3. "Sorry there's a delay in processing returns..." That's a lot of "Sorry."

Re: Negative messaging. . .

World Traveler — Thu, 17 Oct 2019 15:25:51 GMT

When has it become a negative message to express being sorry about something?

I appreciate the fact that they are aware of a problem and are apologizing for it.

Would you prefer they say "we are having shipping delays and we aren't sorry one bit about it"?

Re: Negative messaging. . .

Alison Wonderland — Thu, 17 Oct 2019 15:31:53 GMT

@World Traveler wrote:
When has it become a negative message to express being sorry about something?

I appreciate the fact that they are aware of a problem and are apologizing for it.

Would you prefer they say "we are having shipping delays and we aren't sorry one bit about it"?

It's good to say sorry when you make a mistake, but when you log into a site and see multiple sorry messages, doesn't it make you wonder why someone has so many reasons to be sorry?

That's the negative message I think she's talking about. That maybe if QVC has to keep apologizing, they don't need to stop apologizing, they need to get to the root causes and stop making so many mistakes.

Re: Negative messaging. . .

sidsmom — Thu, 17 Oct 2019 15:31:55 GMT

Yes, being transparent is a GOOD thing.

Re: Negative messaging. . .

Tricolor — Thu, 17 Oct 2019 15:33:15 GMT

I appreciate that they are staying touch with their customers about shipping, technical difficulties, etc. I don't find it to be a negative comment by any means.

Re: Negative messaging. . .

Spurt — Thu, 17 Oct 2019 15:48:46 GMT

I appreciate when a company is honest admitting their problems and their mistakes but now they need to find ways to fix these issues.....

Re: Negative messaging. . .

Johnnyeager — Thu, 17 Oct 2019 16:01:26 GMT

I understand the OPs point completely and concur.

A clear, negative message is being sent that "We are a Mess on Multiple Fronts" It's basically an SOS. To me, in my opinion.

Re: Negative messaging. . .

World Traveler — Thu, 17 Oct 2019 16:10:36 GMT

@Alison Wonderland wrote:
@World Traveler wrote:
When has it become a negative message to express being sorry about something?

I appreciate the fact that they are aware of a problem and are apologizing for it.

Would you prefer they say "we are having shipping delays and we aren't sorry one bit about it"?

It's good to say sorry when you make a mistake, but when you log into a site and see multiple sorry messages, doesn't it make you wonder why someone has so many reasons to be sorry?

That's the negative message I think she's talking about. That maybe if QVC has to keep apologizing, they don't need to stop apologizing, they need to get to the root causes and stop making so many mistakes.

@Alison Wonderland No, it doesn't make me wonder.

Re: Negative messaging. . .

Johnnyeager — Thu, 17 Oct 2019 16:13:02 GMT

No need for me to wonder either. It's a clear message (to me) that they are inept and poorly managed.

Re: Negative messaging. . .

Beauty Maven — Thu, 17 Oct 2019 18:14:24 GMT

Thank you @Johnnyeager -- You get me!! I was speaking from a PR/messaging standpoint. All the 'sorry' messages basically tell the customer: QVC is a billion-dollar company, but none of their processes work properly from placing an order, waiting for shipment, getting the wong size-wrong-color-broken item, and then returning for a refund that's slower than molasses. But they're sorry, so I guess its ok!!

Re: Negative messaging. . .

corita — Thu, 17 Oct 2019 18:30:55 GMT

Apologizing is fine, but just fix the dam* problems. How can a huge, multi-million dollar business have so many issues/

problems??? If it is not one thing, it is another...technical, returns, packaging, shipping, back orders etc. QVC definitely has more issues than any other retail stores where I purchase products, including online and brick-mortar!!

Re: Negative messaging. . .

GingerPeach — Thu, 17 Oct 2019 21:31:46 GMT

I think the point is that the apologies have been on the site for such a long time, they are no longer meaningful. It seems like months.

Does anyone know how long these messages have been here?

Re: Negative messaging. . .

maximillian — Thu, 17 Oct 2019 21:41:32 GMT

How about this from QVC customers: "QVC, you are a hot mess. We are no longer shopping here!!" Oh, by the way, we are SORRY.

Re: Negative messaging. . .

Beauty Maven — Fri, 18 Oct 2019 21:22:22 GMT

I totally agree @GingerPeach -- That shipping delay message has been up forever (it seems). Like you, I was trying to figure out how long it's been up, but I don't know. It's been a long while, at least since the beginning of summer?

They should take that message down, and opt to send a form letter with packages, or include a message with each order confirmation email.

Re: Negative messaging. . .

Montana — Fri, 18 Oct 2019 22:01:10 GMT

How about QVC actually fixing some of these problems? Then constant apologies would not be necessary.

Re: Negative messaging. . .

tropics21 — Fri, 18 Oct 2019 22:55:32 GMT

saying sorry from qvc is cheap, they are sorry for everything because they don't fix anything, so they think saying sorry will soothe things over. Boy are they wrong