topic Re: CS/Easy Returns in Q Talk

CS/Easy Returns

rms1954 — Thu, 23 Jun 2022 01:21:56 GMT

How is it that one CS agent can take care of it via phone and issue a refund yet another CS tells you they can't until they see the item has been shipped????

And YES I KNOW you can send the email but I am talking about speaking to an agent.

Re: CS/Easy Returns

Kachina624 — Thu, 23 Jun 2022 01:18:49 GMT

@rms1954 You probably need to ask someone other than your fellow custimers.

Re: CS/Easy Returns

Biftu — Thu, 23 Jun 2022 01:20:48 GMT

I've always been told the item has to have shipped before a refund can be issued.

Re: CS/Easy Returns

Lucylu12 — Thu, 23 Jun 2022 01:35:59 GMT

@Biftu wrote:
I've always been told the item has to have shipped before a refund can be issued.

Me too.

Re: CS/Easy Returns

mspemberley — Thu, 23 Jun 2022 01:48:16 GMT

I am a retired retail manager and your experience is a common one. WHO you reach on the phone makes ALL the difference in the level of service you will receive. You may be talking to someone who has been on the job a couple of weeks ( a new hire) and simply does not know all of the options they have available to help you. They've been trained but they lack experience. It takes months for a customer service rep to learn the ropes, even when well trained. Or you may get lucky and reach someone who has "been there and done that". You don't really have any control over that - but you can ask to talk to someone else or hang up and try again. I'll give an example...I needed to talk to a customer service agent at Amazon last week. My call was answered quickly but the rep who took my question then put me on hold forever. I finally hung up and dialed again. I explained to the next rep that I had already called once, was put on hold for too long, and I would not be put on hold again. She apologized for my bad service, listened to my question and solved my problem in a less than two minutes.

Keep in mind that most customer service reps work from home now days, therefore supervisors probably aren't available. When you need help at the Q the social email is your best resource. They seem to be highly trained.

When it comes to customer service...length of employment and experience counts!

Re: CS/Easy Returns

Msmajell — Thu, 23 Jun 2022 11:27:54 GMT

Thank you, mspemberley. Would you please share the social email address. I am not familiar with it.

Re: CS/Easy Returns

KingstonsMom — Thu, 23 Jun 2022 11:40:49 GMT

@Msmajell

QVCSocialTeam@QVC.com. HTH!

Re: CS/Easy Returns

Msmajell — Thu, 23 Jun 2022 11:46:29 GMT

Thank you!

Re: CS/Easy Returns

kaydee50 — Thu, 23 Jun 2022 13:49:12 GMT

I agree with @mspemberley It's who you speak to. Years ago my DH and his best friend wanted to change their flight to Europe. First agent they spoke to said no. They kept checking and eventually found someone who said "no problem" and they changed their flights.

Bottom line--don't take the first negative answer as the only answer.

Re: CS/Easy Returns

rms1954 — Thu, 23 Jun 2022 18:56:07 GMT

@kaydee50 wrote:
I agree with @mspemberley It's who you speak to. Years ago my DH and his best friend wanted to change their flight to Europe. First agent they spoke to said no. They kept checking and eventually found someone who said "no problem" and they changed their flights.

Bottom line--don't take the first negative answer as the only answer.

Maybe that's the case, but one call yesterday where I inquired about how to use the easy return system and she was so helpful "Oh, I can take care of that right now for you." Went thru the items I needed to return, she updated notes in all the items being returned, and had my refund issued IMMEDIATELY." Cool. Nice and smooth. Next day I call about a defective necklace and "oh, no, ma'am. can't do that. You need to send it back and when we receive it we will issue the refund." Makes no sense to me. I just feel each CS agent should be able to handle things the same way. Each time I call, I get a different story, They are just making it less of a positive experience to shop at Q. Too much of a hassle lately.