topic Re: Bizarre order processing..... in Q Talk

Bizarre order processing.....

PinkieBelle — Tue, 02 Feb 2016 18:03:52 GMT

I placed an order for 2 jewelry items on January 22. It immediatly went to "in process" with an estimated delivery date of Jan 29. On Jan 29, it was still "in process" and the estimated delivery date was February 8. I contacted customer service and I was told that it was on backorder and it came in that day (Jan 29) and it is now in the process of shipping.

On Sunday Jan 31, it was still in process and the estimated delivery date was now February 9. I contacted CS again and was told that they just got it in that day (apparently the CS rep on the previous Friday was wrong) and it was in the process of shipping.

Here it is, February 2 and it is still "in process". At least the estimated delivery date is still February 9.

But who knows how long that will hold.

Who thinks I will actually receive this order by February 9?

QVC does lots of things right. But they do a few things really wrong and they don't seem to care about correcting it when the customer contacts CS about it.

FTR - from the day that I place this order, the product pages for these items have never indicated that they were advanced order, waitlist or anything. All indications on the product page have been that they were available for shipping immediately.

Re: Bizarre order processing.....

millieshops — Tue, 02 Feb 2016 18:14:51 GMT

@PinkieBelleI have absolutely no argument with your thinking the ordering/shipping process is really bad for this order..

What I don't know is why you think CS doesn't care? The persons we speak to can do very little besides commiserate. They have no control over whether the items are in the warehouse or the any control over the process in that warehouse.

That's frustrating to them to because they know callers are upset. I'm sure there are some to whom that doesn't matter and you may have talked to one or two of those. That's contrary to my many experiences with CS. Almost always, they listen and, if they can, take action to solve my problems. But to expect them to solve what they haven't been given information or power to solve and then to assume they don't care? I don't see a single word in your post that comes close to proving that.

Re: Bizarre order processing.....

MalteseMomma — Wed, 10 Feb 2016 18:14:22 GMT

I think QVC shipping and processing of orders is horrendous.Everywhere else they ship immediately.I don't know why but I think the Q has an attitude. So many of us have been here forever and just put up with it but,for the life of me, I do not know why. .... and their return processing is even worse!

I would cancel my order!

Re: Bizarre order processing.....

millieshops — Tue, 02 Feb 2016 19:10:26 GMT

@MalteseMommaIt's all well and good for someone to tell me "just cancel.:

But I'm already buying only what I really want and can't get elsehwere and unlike lots of the world, as long as the items come within the EDD time I saw or heard when I ordered, I don't care about the delivery time.

I definitely to do not need to pay Amazon over $10 per order to ship to me - that happened with Prime which posters here raved about. It works really well for those who order lots of things or who stream TV and music. I don't order much and don't want to stream their TV or music choices. I felt I ended up paying for someone else to get their "free" shipping. I put myself back into the part of the population that doesn't have Prime and so far, I'm ahead with that $99 upfront fee.

Re: Bizarre order processing.....

Lizglo — Tue, 02 Feb 2016 19:19:26 GMT

I too have an order sitting in a 3rd party warehouse showing no movement. When i called customer service about the issue, I was told they would not be able to even call to see if this had shipped for 8 more days. UPS has no record of the order ever being picked up. QVC has made a label charged my card and are unwilling to investigate anything about the order. I work for an online comapny and deal with this on regular basis. We bend over backwards to ensure our customers are taken care and go the extra mile to make sure they receive their product. QVC prides themselves on good customer service. WELL....this is not how that works. Sorry you have had so many issues, but nice to know they screw over all their customers, not just me.

Re: Bizarre order processing.....

Suhse — Tue, 02 Feb 2016 19:41:30 GMT

@MalteseMomma wrote:
I think QVC shipping and processing of orders is horrendous.Everywhere else they ship immediately.I don't know why but I think the Q has an attitude. So many of us have been here forever and just put up with it but,for the life of me, I do not know why.

I would cancel my order!

----------------

I currently have 5 internet orders out. I have 2 baby showers, my Niece's upcoming 1st Birthday, my Aunt's 65th Birthday, and a personal order.

None of them are from QVC, and none of them shipped immediately. I agree, it's very aggravating, to place an order, thinking the item is available, then have it go to back order. It's happened to my SO, enough, with a sporting goods company, that he's about ready to give up on them.

My orders have all taken 2-3.days, to ship, and will be here soon, about 7-10 days after I ordered.

I don't usually do this much internet ordering, but it's been crazy at work. I just had no desire to go out shopping. I guess waiting is the price I pay 😎

Re: Bizarre order processing.....

Another new name Sue — Tue, 02 Feb 2016 20:16:00 GMT

It's very frustrating. We shop carefully, taking time to make wise choices. To finally purchase and then have nothing happen is so disappointing.

If you want an item for a special occasion, shop way in advance.

Re: Bizarre order processing.....

PinkieBelle — Tue, 02 Feb 2016 21:25:33 GMT

@millieshops wrote:
@PinkieBelleI have absolutely no argument with your thinking the ordering/shipping process is really bad for this order..

What I don't know is why you think CS doesn't care? The persons we speak to can do very little besides commiserate. They have no control over whether the items are in the warehouse or the any control over the process in that warehouse.

That's frustrating to them to because they know callers are upset. I'm sure there are some to whom that doesn't matter and you may have talked to one or two of those. That's contrary to my many experiences with CS. Almost always, they listen and, if they can, take action to solve my problems. But to expect them to solve what they haven't been given information or power to solve and then to assume they don't care? I don't see a single word in your post that comes close to proving that.

When I say "they", I mean QVC as a whole. They don't give CS the means to deal with an obvious issue. All I'm told by CS is to keep waiting. No one has actually DONE anything to see what the deal is with my order.

Re: Bizarre order processing.....

lucymo — Tue, 02 Feb 2016 21:28:06 GMT

I know that I get really frustrated when orders don't ship within two or three days but I've really only had a couple of orders go past the EDD. I submitted one order in the AM and then saw the item presented in the afternoon on same day and decided that I didn't like it so went to cancel and it had already shipped. I'm guessing different factors come into play and determine how quickly items ship out. I don't order as much anymore as I've been ordering through the years and that's a good thing for me. :-)

Re: Bizarre order processing.....

PinkieBelle — Tue, 02 Feb 2016 21:56:01 GMT

So, NOW both items on my order are shows as "BACKORDER". However, the product pages still show as available for shipping immediately.

Something is messed up here.

Re: Bizarre order processing.....

Jeannie29 — Wed, 03 Feb 2016 02:14:24 GMT

@PinkieBelle I'm surprised qvc social team hasn't jumped in with suggestions

Re: Bizarre order processing.....

Nataliesgramma — Wed, 03 Feb 2016 10:57:39 GMT

Well, the Q isn't the only one......I did some online shopping last week and Macy's is too....LOL

I ordered some leather gloves and Nike seatshirt for hubby. I got 2 emails telling me the sweatshirt was "out of stock" and one that the order was cancelled. I also got one wiith a tracking number. When I looked at "My acct"....it als showed the order cancelled.

I received the sweatshirt yesterday via UPS.

Re: Bizarre order processing.....

PinkieBelle — Wed, 03 Feb 2016 14:39:52 GMT

Now they are both showing as "IN PROCESS" again with a NEW estimated delivery date of Feb 12.

So, original EDD was Jan 29. Then it was Feb 8. Then it was Feb 9. And now it is Feb 12.

Re: Bizarre order processing.....

PinkieBelle — Thu, 04 Feb 2016 16:23:23 GMT

They are still "IN PROCESS" today.

Here's an interesting twist to this saga. On a whim, just to see what would happen, I placed an identical order for the same items on Feb 1 (as the product page showed they were available). However, on this order, I selected express shipping. When I placed the order, the EDD was Feb 4.

Guess what? One of the items from the Feb 1 order shipped yesterday and is out for delivery today. The Jan 22 order is still "IN PROCESS". Why in the world was an order processed and shipped ahead of one that was placed 10 days prior (same item, same size)?

The other item in the order from Feb 1 is still "IN PROCESS". However, the estimated delivery date is still Feb 4. Given that Feb 4 is today and it hasn't shipped yet, I don't see that happening. Although CS did actually tell me once that an order would be picked up, shipped, and delivered on the same day.

I think there is a small chance that the other item is actually in the box with today's shipment. We'll see.

I really am just baffled by this whole thing.

Re: Bizarre order processing.....

GinaV24 — Thu, 04 Feb 2016 19:34:23 GMT

@PinkieBelle boy I'm sorry you are having so much trouble with this order. I just had an item that made it all the way to my local post office and then I guess the label fell off or was torn off, at any rate, the item (which is no longer in stock & QVC and was shipped directly from the vendor) is being "returned to the shipper" so I am out of luck entirely on it.

I did call CS and they were very nice and helpful and put in a credit for the item for me. Since it was shipped from the vendor and is being returned to them, not QVC there is no chance they can reship it out to me with a new label.

IMO if you want to know why the 2nd order got priority? You paid extra for shippiing.

I ordered my item just before I left the house for the day and didn't go back in to upgrade the shipping - after all why should I have to? I would bet that had I asked for it to ship UPS, I'd have it in my hands and not "lost" in the FedEx NOTSMART post.

Re: Bizarre order processing.....

Beth-QVC — Thu, 04 Feb 2016 21:47:01 GMT

@PinkieBelle

I would be happy to assist you with this if you would please send me an email to QVCSocialTeam@qvc.com. I understand how frustrating this is and appreciate your patience. There is a mechanical issue with shipping at one of our warehouses which is sending the status from in process to backorder. I would be happy to investigate.

Beth

Customer Care

Re: Bizarre order processing.....

PinkieBelle — Fri, 05 Feb 2016 16:50:24 GMT

Beth on the social team must be a miracle worker of some kind.

I did receive the one jewelry item from the Feb 1 order yesterday (WOW is it beautiful) but I need a different size. I changed the size on the Jan 22 order.

I requested that the Jan 22 order be upgraded to express shipping and Beth did that for me. Then, this morning, my credit card was actually charged for the Jan 22 order (both pieces) which I hope means that it is ACTUALLY in process of shipping. YAY! I'm stalking my order looking for an update to "SHIPPED" status.

Time will tell but I'm hoping that the Jan 22 order ships today. There must be something about that express shipping that caused action to happen. I have a feeling that the standard shipping made it get "lost" somehow.

Whatever issue there is at that warehouse has been going on for far too long at this point and hopefully they're dealing with it swiftly.

Re: Bizarre order processing.....

Kimberlynea — Fri, 05 Feb 2016 17:37:43 GMT

I was wondering if it was just me, that was seeing something wrong with ordering/shipping. I've got something that...according to QVC...is supposed to be delivered today, but was shipped yesterday? It's coming via USPS and the tracking number that QVC provided...I can't track in either my tracking app or at USPS's website. This has happened once before with QVC but I thought it was just a glitch. I'm kind of wondering now as to what is going on.

Re: Bizarre order processing.....

WSfan — Fri, 05 Feb 2016 17:37:59 GMT

Having a similar problem with a set of 2 humming bird feeders that were on air this past Sunday. When I ordered them, there was no indication of them being sold out, advanced order, or on wait list. When I finished my order, they were "in process". Checked back later in the day and saw that they were now on backorder. When I click on the item, they are "no longer available". I did contact QVC, and was informed that they are trying to get another shipment, but it doesn't sound too promising to me. Don't understand how this could be no longer available when they never sold out in the first place.It's not like I waited hours after they were on the air to order; I did so while the gardening show was still on. Did they even have the item in the warehouse?

Re: Bizarre order processing.....

PinkieBelle — Tue, 09 Feb 2016 15:54:11 GMT

Things still seem to be bouncing around but here's an interesting tidbit. One of the items in the order was presented on air on Sunday during the designer jewelry event. It was presented in all sizes and it was not mentioned that it was an advance order or anything other than available for order and shipping now. My Jan 22 order, which has been alternatively "IN PROCESS" and "BACKORDER" ever since I placed it, is now "IN PROCESS" with an EDD of today.

Yesterday, the item in the Feb 1 order went to "BACKORDER" but it is now "IN PROCESS".

The social team is indicating that there is some kind of technical/mechanical problem with the one warehouse. It's been an issue for quite a while now - going on 3 weeks at least. Shouldn't it have been sorted by now?

Meanwhile, I ordered the Sunday TSV and it has already shipped.

It seems that they are depending too heavily on a system that is has issues. It's time to get some humans on the case until the system is fixed.

Beth with the social team was able to upgrade the shipping on my order and said that they did communicate with the warehouse which said the items were, in fact, in stock. The problem seems to be that the people at the warehouse are waiting for the system to spit out the packing slips before they do anything and that doesn't seem to be happening. It makes me wonder what the folks that work at that warehouse are actually doing with their time if they aren't picking and shipping orders?

At this point, all I can do is sit and wait and continuously check the order status.