topic Awesome QVC Customer Service in Q Talk

Awesome QVC Customer Service

JackieTexas — Thu, 09 Jan 2014 22:41:59 GMT

When I got home from work last night I had a QVC box on my front porch (love coming home to that ). I knew immediately something was broke and leaking. The bottle in the box wasn't broken but the lid had come off and leaked everywhere. I immediately got my camera and started taking pictures of the bottle, box it came in and the box it was packed in. I was ready for a long conversation with customer service on how I was going to convince them that I received this expensive bottle damaged. I spent 30 minutes setting up the pictures to email the evidence. Well, I wasted my time on that. I called and told the lady what happened and the lady expressed her apologies and assured me I would have a replacement in 7 to 10 days. It took about a minute with her and a wasted 30 minutes on me preparing to fight for a replacement before I made the call. I never comment on here but I had to tell everyone what a great experience it was to contact customer service. I love the Q even more now!

Re: Awesome QVC Customer Service

Bird — Fri, 10 Jan 2014 00:31:48 GMT

They are really great that way. I have had terrible UPS delivery and several accidents (well, seemed just carelessness to me) along the way. I'm glad you had a good experience! - Bird

Re: Awesome QVC Customer Service

ennui1 — Fri, 10 Jan 2014 01:31:57 GMT

Well, here's a major customer service FAIL.

I received someone else's order today. (Eileen in Staten Island, I got your ring!) Anyway, QVC won't ship out the correct item until I return the wrong item. Since I'll be using the Q's return label, what are the odds the correct item will still be available?

So much for treating myself.

Re: Awesome QVC Customer Service

stevieb — Fri, 10 Jan 2014 01:46:13 GMT

On 1/9/2014 ennui1 said:
Well, here's a major customer service FAIL.

I received someone else's order today. (Eileen in Staten Island, I got your ring!) Anyway, QVC won't ship out the correct item until I return the wrong item. Since I'll be using the Q's return label, what are the odds the correct item will still be available?

So much for treating myself.

I hear you. I ordered a rather pricey ring on New Year's Eve (wanted to take advantage of my holiday EP) and believe I got the last one because the item showed sold out as soon as my order went to 'in process'. I ordered by phone, which I never do, and the first order taker messed up badly. Luckily (not that it appears to have mattered), I checked order status right away and called to correct the shipping information. The item had an EDD of Monday and it's still nowhere to be found. USPS tracking has no information... I asked, when ordering, for UPS delivery, but was told it would be sent signature required USPS. I get the signature required but have never been told an item had to be shipped USPS. I called CS yesterday and the person I spoke with, who was very nice, (as was the lovely lady the night I ordered who corrected the first agent's several errors...) said things like that usually DO go out UPS and couldn't understand why the other one did what she did... Bottom line, I have to wait another two weeks before they will begin to rectify the matter and, let's face it, any way you slice it, unless that ring shows up, I'm not going to get it on a reorder, as I'm pretty sure there aren't any more... I'd also be wiling to bet that at the end of the day, unless the ring shows up, it'll be a saga to get this sorted out and I'd also bet I won't be allowed to use the EP on an alternative item. Long story short, ennui, once you send Ellen's ring back to L.I., if you happen to get a ring for Stevie in Virginia, please let me know... Likewise, if I get yours, I'll so advise you!

Re: Awesome QVC Customer Service

ennui1 — Fri, 10 Jan 2014 02:34:54 GMT

On 1/9/2014 stevieb said:
I hear you. I ordered a rather pricey ring on New Year's Eve (wanted to take advantage of my holiday EP) and believe I got the last one because the item showed sold out as soon as my order went to 'in process'. I ordered by phone, which I never do, and the first order taker messed up badly. Luckily (not that it appears to have mattered), I checked order status right away and called to correct the shipping information. The item had an EDD of Monday and it's still nowhere to be found. USPS tracking has no information... I asked, when ordering, for UPS delivery, but was told it would be sent signature required USPS. I get the signature required but have never been told an item had to be shipped USPS. I called CS yesterday and the person I spoke with, who was very nice, (as was the lovely lady the night I ordered who corrected the first agent's several errors...) said things like that usually DO go out UPS and couldn't understand why the other one did what she did... Bottom line, I have to wait another two weeks before they will begin to rectify the matter and, let's face it, any way you slice it, unless that ring shows up, I'm not going to get it on a reorder, as I'm pretty sure there aren't any more... I'd also be wiling to bet that at the end of the day, unless the ring shows up, it'll be a saga to get this sorted out and I'd also bet I won't be allowed to use the EP on an alternative item. Long story short, ennui, once you send Ellen's ring back to L.I., if you happen to get a ring for Stevie in Virginia, please let me know... Likewise, if I get yours, I'll so advise you!

If I get your ring, I'll let you know.

I kind of wonder what happened to the ring I ordered ... someone got a nice Morganite freebie.

QVC used to have excellent CS; today, I had to explain what happened three times, and I still don't think they understood what I was saying.

Re: Awesome QVC Customer Service

chickenbutt — Fri, 10 Jan 2014 03:16:57 GMT

I had a situation recently and called QVC to get contact info for the company that manufactured the item. I called them and had to leave a msg (hate that). Never got a call back, so I contacted QVC again (the first CSR said that if I don't get help with it to call back and they, QVC, will take care of me).

So, I called QVC back and they immediately ordered me a replacement item at no cost. I sent the bad one back the next day. But I was really glad that they would ship out the replacement item without charging me again. It seems like they didn't used to do that. You'd just have to pay and then when they got the other one back you'd get credited for that one.

I just have to make sure that I get full credit. They do have a proclivity for charging you for return shipping, even on defective, even though they say they won't. Then you have to contact them again and they are very good about removing the charge. So it always pays to keep an eye on that.

I've really never had a customer service problem with QVC over the 18-19 years I've been a customer. Now, hsn - that's another story. Yikes! But for the past 7-8 years I've only bought about one thing a year from them. Besides, most of what they sell is really poor quality. Lesson learned there.

Re: Awesome QVC Customer Service

stevieb — Fri, 10 Jan 2014 03:36:13 GMT

I agree that overall QVC's CS is good. I do remember they used to be even better and more customer focused, but still, by comparison to others I've experienced recently, quite good. I really hope my current dilemma is resolved and doesn't prove to be the occasion that requires me to change my overall positive opinion. The representative that initially took my order was clearly not up to the task, and I've run across a few duds along the way, but the vast majority of my contacts have been pretty positive. I only had occasion to call HSN's CS a few times and overall they too were pretty helpful. The first time I called them, which was a number of years back, the representative was helpful, if clearly grudgingly so. Since then though, the couple times I've had to call have been reasonably good experiences. Through the years, I haven't tended to shop HSN as much as I have QVC.

Re: Awesome QVC Customer Service

stevieb — Fri, 10 Jan 2014 04:01:10 GMT

On 1/9/2014 ennui1 said:
On 1/9/2014 stevieb said:
I hear you. I ordered a rather pricey ring on New Year's Eve (wanted to take advantage of my holiday EP) and believe I got the last one because the item showed sold out as soon as my order went to 'in process'. I ordered by phone, which I never do, and the first order taker messed up badly. Luckily (not that it appears to have mattered), I checked order status right away and called to correct the shipping information. The item had an EDD of Monday and it's still nowhere to be found. USPS tracking has no information... I asked, when ordering, for UPS delivery, but was told it would be sent signature required USPS. I get the signature required but have never been told an item had to be shipped USPS. I called CS yesterday and the person I spoke with, who was very nice, (as was the lovely lady the night I ordered who corrected the first agent's several errors...) said things like that usually DO go out UPS and couldn't understand why the other one did what she did... Bottom line, I have to wait another two weeks before they will begin to rectify the matter and, let's face it, any way you slice it, unless that ring shows up, I'm not going to get it on a reorder, as I'm pretty sure there aren't any more... I'd also be wiling to bet that at the end of the day, unless the ring shows up, it'll be a saga to get this sorted out and I'd also bet I won't be allowed to use the EP on an alternative item. Long story short, ennui, once you send Ellen's ring back to L.I., if you happen to get a ring for Stevie in Virginia, please let me know... Likewise, if I get yours, I'll so advise you!

If I get your ring, I'll let you know.

I kind of wonder what happened to the ring I ordered ... someone got a nice Morganite freebie.

QVC used to have excellent CS; today, I had to explain what happened three times, and I still don't think they understood what I was saying.

Maybe there's a (no pun intended) ring... of Morganite mail-thieves. My MIA ring is Morganite too...

I know what you mean. I still usually find their CS to be good, but the woman that initially took the order was clearly challenged... Since it will require a signature (assuming it ever arrives) I had it sent to my office. I think I repeated and spelled almost everything at least twice and she still managed to get much of the shipping address wrong, completely left the suite number off and didn't bother with the company name at all...

Re: Awesome QVC Customer Service

Cyndog — Fri, 10 Jan 2014 05:50:33 GMT

One good thing about HSN if you need a different size for an exchange they send it out immediately no charge. As long as you return the wrong size in a timely manner, there's no problem. I found this out when I called worried about my correct size being sold out by the time my return was processed and they said they'd send out the correct size right then. They've done this for me three times.

Re: Awesome QVC Customer Service

Cyndog — Fri, 10 Jan 2014 05:54:04 GMT

Gotta add, in 22 years never had any problems with QVC customer service. Did get "the letter" from ShopHQ once, ha, ha.

Re: Awesome QVC Customer Service

Spurt — Sat, 11 Jan 2014 17:57:22 GMT

On 1/9/2014 stevieb said:
On 1/9/2014 ennui1 said:
On 1/9/2014 stevieb said:
I hear you. I ordered a rather pricey ring on New Year's Eve (wanted to take advantage of my holiday EP) and believe I got the last one because the item showed sold out as soon as my order went to 'in process'. I ordered by phone, which I never do, and the first order taker messed up badly. Luckily (not that it appears to have mattered), I checked order status right away and called to correct the shipping information. The item had an EDD of Monday and it's still nowhere to be found. USPS tracking has no information... I asked, when ordering, for UPS delivery, but was told it would be sent signature required USPS. I get the signature required but have never been told an item had to be shipped USPS. I called CS yesterday and the person I spoke with, who was very nice, (as was the lovely lady the night I ordered who corrected the first agent's several errors...) said things like that usually DO go out UPS and couldn't understand why the other one did what she did... Bottom line, I have to wait another two weeks before they will begin to rectify the matter and, let's face it, any way you slice it, unless that ring shows up, I'm not going to get it on a reorder, as I'm pretty sure there aren't any more... I'd also be wiling to bet that at the end of the day, unless the ring shows up, it'll be a saga to get this sorted out and I'd also bet I won't be allowed to use the EP on an alternative item. Long story short, ennui, once you send Ellen's ring back to L.I., if you happen to get a ring for Stevie in Virginia, please let me know... Likewise, if I get yours, I'll so advise you!

If I get your ring, I'll let you know.

I kind of wonder what happened to the ring I ordered ... someone got a nice Morganite freebie.

QVC used to have excellent CS; today, I had to explain what happened three times, and I still don't think they understood what I was saying.

Maybe there's a (no pun intended) ring... of Morganite mail-thieves. My MIA ring is Morganite too...

I know what you mean. I still usually find their CS to be good, but the woman that initially took the order was clearly challenged... Since it will require a signature (assuming it ever arrives) I had it sent to my office. I think I repeated and spelled almost everything at least twice and she still managed to get much of the shipping address wrong, completely left the suite number off and didn't bother with the company name at all...

Stevie, Stevie, Stevie......now what is happening is that your request has to be sent to the actual mine first to be made, THEN it will be shipped via carrier pigeon directly to you......be sure to tip the bird or give moms the bird for messing up your delivery....AND GOOD LUCK!!!

I had my own customer service issue---I ordered something this morning but I got a CONTACT CUSTOMER SERVICE---she said the card wouldnt go through wrong expiration....I told her I updated it the other day and it was funny that just yesterday an automated order processed with the corrected expiration date....she told me to call the bank that issued the card....I called them and everything was fine....plenty of credit available and she said it was declined due to expiration date expired, we both confirmed and she said everything was AOKAY about the card, call QVC back....I called QVC's so called "wonderful" customer service, she said it would not go through....I gave her another card that one processed....and she said the problem was not QVC, I said the bank said everything was fine on the card, she then said she would submit something to their IT Department to check on it and I would have to call back in 72 hours....what fine customer service....Oh and BTW I used the same card on another site with no problems....

Re: Awesome QVC Customer Service

stevieb — Sun, 12 Jan 2014 02:35:37 GMT

Spurt, I guess any place you call or contact in whatever way is going to be uneven. CS is only as good as the person you get, but when a company has policies and procedures that get in the way, it's a real problem. I can sort of get past the fact that when I placed the order noted above the representative was clueless and managed to get everything wrong the first time, despite my having spelled and repeated information for her twice. I caught the errors, and called back to ensure they were corrected and checked to make sure they were. What I'm having heartburn with is having to wait two weeks for them to act on the fact that a several hundred dollar piece appears to be MIA and I also think it bears looking at whether or not the CS representative should have declined my inquiry about sending the ring UPS. I have every reason to believe that had UPS been used the item would have arrived by now.

Re: Awesome QVC Customer Service

Spurt — Sun, 12 Jan 2014 16:40:35 GMT

On 1/11/2014 stevieb said:
Spurt, I guess any place you call or contact in whatever way is going to be uneven. CS is only as good as the person you get, but when a company has policies and procedures that get in the way, it's a real problem. I can sort of get past the fact that when I placed the order noted above the representative was clueless and managed to get everything wrong the first time, despite my having spelled and repeated information for her twice. I caught the errors, and called back to ensure they were corrected and checked to make sure they were. What I'm having heartburn with is having to wait two weeks for them to act on the fact that a several hundred dollar piece appears to be MIA and I also think it bears looking at whether or not the CS representative should have declined my inquiry about sending the ring UPS. I have every reason to believe that had UPS been used the item would have arrived by now.

Stevie, good CONSISTENT customer service is hard to find these days....and that job is probably not the easiest one in the world....but there are a FEW companies out there that take it seriously and give folks the power to use some good old fashion COMMON SENSE ...but that is a dirty word these days......

Ive been with my bank for 20 years...and even though I pay an outrageous service fee...to me its worth it...they are so friendly and helpful every time I call...and especially when I needed assistance with my mom's account and financial things I needed to take care of when she passed away...and they helped out my younger brother too with a financial issue...THEY ARE GREAT no matter when you call....but they are a rarity these days....

Ah yes....USPS.....before our current mailperson....I used to spend evenings

RE-DISTRBUTING the mail .....since they seemed to dump everyone's mail that lives on the street in MY mailbox---they get done so much quicker that way.....Stevie I'd watch my neighbors to see if they mistakenly thought you sent them a nice ring as a Christmas gift....

Re: Awesome QVC Customer Service

stevieb — Sun, 12 Jan 2014 20:56:05 GMT

Spurt, don't even get me started on the USPS. It seems the 'arrangement' they have with my condo's management is that they don't even TRY to deliver packages to residents, but just dump them all at the condo office and leave notices (well, sometimes...) when you have a package waiting there. Then you get to trot over and pick it up. Compare this to UPS, who almost always leave items at your door... Quite a nifty arrangement for the 'mailman', I'd say.

And yes, there was a time when the Q did seem to provide their representatives with the capacity to use some common sense. I'm guessing that was prior to moms personally having written little scripts for them to which they now must adhere...

As for that ring, well, since it theoretically will require a signature and since, when I ordered it, the condo office was closed so it wasn't possible for me to arrange shipment directly to them, I had it sent to my office. Should it ever arrive at the rather large building in which my office sits, it should probably find its way to me... No thanks, I'll add, to the original order taker who left the suite number off and mis-spelled the street address, despite my having told her the name repeatedly and even spelled it for her twice... Hey, you know, I get it that things happen and mistakes are made, but this isn't a fifty dollar bauble and you'd really think QVC would have some investment in tracking the darned thing, especially since they have a CUSTOMER who wouldn't have ordered it if they didn't want it!

I guess we'll see...

Re: Awesome QVC Customer Service

Spurt — Mon, 13 Jan 2014 02:49:37 GMT

On 1/12/2014 stevieb said:
Spurt, don't even get me started on the USPS. It seems the 'arrangement' they have with my condo's management is that they don't even TRY to deliver packages to residents, but just dump them all at the condo office and leave notices (well, sometimes...) when you have a package waiting there. Then you get to trot over and pick it up. Compare this to UPS, who almost always leave items at your door... Quite a nifty arrangement for the 'mailman', I'd say.

And yes, there was a time when the Q did seem to provide their representatives with the capacity to use some common sense. I'm guessing that was prior to moms personally having written little scripts for them to which they now must adhere...

As for that ring, well, since it theoretically will require a signature and since, when I ordered it, the condo office was closed so it wasn't possible for me to arrange shipment directly to them, I had it sent to my office. Should it ever arrive at the rather large building in which my office sits, it should probably find its way to me... No thanks, I'll add, to the original order taker who left the suite number off and mis-spelled the street address, despite my having told her the name repeatedly and even spelled it for her twice... Hey, you know, I get it that things happen and mistakes are made, but this isn't a fifty dollar bauble and you'd really think QVC would have some investment in tracking the darned thing, especially since they have a CUSTOMER who wouldn't have ordered it if they didn't want it!

I guess we'll see...

USPS does that with our condo assoc too...but it seems the SMALL packages that would fit very nicely in the mailbox are at the office...while they cram big things and smash them into the box...they crammmed a sweater into my mailbox....talking about being wrinkled....And expensive Spurs tickets they left buy the door.... Of course do we expect anything else from a failing government agency....

If something is valuable it deserves extra care which you certainly did not get......I hope you get your ring....Ill keep my fingers crossed for you....