topic QVC Customer Service in Q Talk

QVC Customer Service

CareBears — Wed, 30 Nov 2016 16:03:16 GMT

What has happened with the Customer Service at the Q, I have been noticing a decline especially over the last year but last night makes me wonder why I even shop with the Q anymore?

After not receiving an item 12 days after it shipped (and no further tracking information since the item shipped) my husband called Customer Service last night,, before he could even explain what had happened he was cut off told she could not help him and was put on hold to be transferred, so the 2nd CS representative came on the line and informed my husband that it was his responsibility to call UPS and find out where the package was, and to call QVC back with the whereabous, I would have had some choice words but he called UPS just to be told that QVC never released the package to them, so we would have to call QVC back, so now my husband had to talk to a 4th person just to ask for a refund or a replacement of an item that we paid for 14 days earlier, the 3rd CS representative was very pleasant and even shipped the item priotity, but when did it become the customer's responsibility to track down the packages?

Re: QVC Customer Service

2blonde — Wed, 30 Nov 2016 16:12:56 GMT

@CareBears wrote:
but when did it become the customer's responsibility to track down the packages?

Yes, especially when QVC hadn't even sent the item out yet! That's deplorable.

Re: QVC Customer Service

Q4u — Wed, 30 Nov 2016 16:20:50 GMT

I recently ordered a pair of dirt bike boots for our youngest son. They were in my hands in three days..... I kid you not! No shipping costs. They were a little small for him so I sent them back for an exchange one size larger, no shipping again and the new one came quickly (they had a turn around time, which I understand). Both transactions took less than ten days. I was astounded..... and yes, he tried the boots on and they're perfect and will not be seen again until Christmas morning.

So I think that QVC needs to address this issue. Also recently I had an issue with two items that were available and ordered early in the day going to "Advanced Order" which blew me away. I was miffed and cancelled everything. i really don't like Advance Order or Waiting Lists and will avoid them....

Re: QVC Customer Service

CareBears — Wed, 30 Nov 2016 16:24:10 GMT

I have gone to Advance Order after ordering and being told stock was available at the time I ordered, unfortunately the items never came in, and like you I was miffed and cancelled my orders. I think QVC over sells items?

Re: QVC Customer Service

nomless — Wed, 30 Nov 2016 16:28:24 GMT

It seems to me that the problem was handled reasonably.

1. Good for the first rep quickly realizing she couldn't help and transferring the call to someone who had an answer.

2. Rep 2 says call the shipper....that seems reasonable. Once the item has shipped (and Q apparently thought it had shipped), it's out of Q's control and it's the shipper, not Q, who will have details about the whereabouts of the package.

3. Good for rep3 quickly resolving the problem once the issue was determined by the shipper.

But, yes, perhaps Q should provide round 1 CS agents with more training so that they can handle more issues. And perhaps Q needs more accurate info on its end re: shipping status. It seems like they should have been able to determine the item had not actually shipped.

A lesson to us all: if there appears to be a delivery delay after the package was shipped, it will be more effective to contact the shipper first, not Q.

I'm glad you were able to get resolution for the problem.

Re: QVC Customer Service

Q4u — Wed, 30 Nov 2016 16:31:44 GMT

@Q4u wrote:
I recently ordered a pair of dirt bike boots for our youngest son. They were in my hands in three days..... I kid you not! No shipping costs. They were a little small for him so I sent them back for an exchange one size larger, no shipping again and the new one came quickly (they had a turn around time, which I understand). Both transactions took less than ten days. I was astounded..... and yes, he tried the boots on and they're perfect and will not be seen again until Christmas morning.

So I think that QVC needs to address this issue. Also recently I had an issue with two items that were available and ordered early in the day going to "Advanced Order" which blew me away. I was miffed and cancelled everything. i really don't like Advance Order or Waiting Lists and will avoid them....

The big one was the TSV Charger. I ordered THREE of them (over $300!) and I ordered them early in the day. Totally shocked me because there were plenty even in the gray when I purchased and then sold out later in the day. The other was the Blue Floral which I also purchased early. All said "in stock" at the time.

The other item was the plaid Sunbeam hot paid, said "in stock" and went to Advance Order....

This needs to be addressed and fixed.....

Re: QVC Customer Service

RespectLife — Wed, 30 Nov 2016 16:33:19 GMT

@CareBears

It is absolutely NOT the customer's responsibility to track down the package.

It is ALWAYS the shipper's responsibility. Whether is is Q, Amazon, JCP...doesn't matter.

If it is lost, THEY must put through a claim against the carrier...you can't!

If they can't 'prove' it was delivered to you...they must credit you and reship.

You received a POORLY trained C/S rep to say the least.

The way the 3rd handled it was appropriate. It's a shame it took you 3 ppl to get your help.

As many always say...if you feel you are getting the wrong info or do not accept what the C/S is telling you...hang up and call back and talk to someone else!

Re: QVC Customer Service

Katcat1 — Wed, 30 Nov 2016 16:35:31 GMT

About a month ago, I ordered a ring and checked my order status and it always said In Process. All of sudden it turned to Waitlist or something on that order. You mean to tell me that the Q cannot tell whether they have the item or not? I cancelled the order. I have to say, I have been lucky with shipping, that is, receiving on time. I also spoke to someone in CS that did not speak like she knew what was going on. I will give the Q the benefit of the doubt and hopefully some of these people in CS are holiday help. I think it is good that we complain so the Q knows what is going on.

Re: QVC Customer Service

2blonde — Wed, 30 Nov 2016 16:48:27 GMT

@nomless wrote:
It seems to me that the problem was handled reasonably.
1. Good for the first rep quickly realizing she couldn't help and transferring the call to someone who had an answer.
2. Rep 2 says call the shipper....that seems reasonable. Once the item has shipped (and Q apparently thought it had shipped), it's out of Q's control and it's the shipper, not Q, who will have details about the whereabouts of the package.
3. Good for rep3 quickly resolving the problem once the issue was determined by the shipper.

But, yes, perhaps Q should provide round 1 CS agents with more training so that they can handle more issues. And perhaps Q needs more accurate info on its end re: shipping status. It seems like they should have been able to determine the item had not actually shipped.

A lesson to us all: if there appears to be a delivery delay after the package was shipped, it will be more effective to contact the shipper first, not Q.

I'm glad you were able to get resolution for the problem.

Did you not read the OP's post correctly? She said that QVC had not even released the package to UPS yet. And, QVC tells her to contact UPS? Give me a break.

Re: QVC Customer Service

Q4u — Wed, 30 Nov 2016 16:52:35 GMT

@RespectLife wrote:
@CareBears

It is absolutely NOT the customer's responsibility to track down the package.

It is ALWAYS the shipper's responsibility. Whether is is Q, Amazon, JCP...doesn't matter.

If it is lost, THEY must put through a claim against the carrier...you can't!

If they can't 'prove' it was delivered to you...they must credit you and reship.

You received a POORLY trained C/S rep to say the least.

The way the 3rd handled it was appropriate. It's a shame it took you 3 ppl to get your help.

As many always say...if you feel you are getting the wrong info or do not accept what the C/S is telling you...hang up and call back and talk to someone else!
-----------------------------------------------------------------
This is absolutely true! As a seller on eBay I am responsible for tracking down a package. I am also responsible for INSURANCE! Many sellers on eBay tell the buyer that insurance is on them and they must pay for it. That is wrong. If something happens to the package the SENDER is responsible and will have to deal with the shipper to regain the package or be paid for it!

When something happens to a package I've sent, I will refund the buyer and then deal with the shipper.....

Re: QVC Customer Service

Kachina624 — Thu, 01 Dec 2016 04:08:18 GMT

@Care bears You should have just posted your problem here on the boards under "customer care" and the moderators would have helped you.

I can understand why the CS people get impatient with all the tracking inquiries. I don't know why people think they have secret information or maybe crystal balls that we don't have. They look at the same stuff we do. I think tracking does more harm than it helps.

Re: QVC Customer Service

MarieW — Thu, 01 Dec 2016 05:05:11 GMT

I had a similar problem, an item that showed shipped but the most recent message on the tracking said the item was never received by the carrier. I was told I had to wait 10 days before any action could be taken. I called back in 10 days and the item was reshipped, luckily it was still available. Have had several issues lately that were not handled in the manner that I have come to expect.

Re: QVC Customer Service

CareBears — Thu, 01 Dec 2016 14:49:03 GMT

Kachina624 in answer to your reply, I am fairly new to the forums and did not realize that Customer Care handled situations such as this,in the future I will know better!

Second of all it still does not excuse Customer Service Clerks to be rude and pass on shipping problems to the customer, like others have said it was the shippers responsibility to find out where the package was as a customer would not have had the power to resolve the issue, and QVC was the shipper, and in the end ended up doing what should have been done in the beginning!

Third of all since you seem to think your an expert on CS 101, why don't you write a book and enlighten us all?

Re: QVC Customer Service

RespectLife — Thu, 01 Dec 2016 19:53:26 GMT

@CareBears

If you would like to reply to a particular post/person...you can type the @

sign. Then a drop down box appears with most of the names of those who have posted on the thread.

Click on that name.

Then a notification will be sent to that person that you have mentioned them.

The notification link is up top right next to your user name.

Click on 'Notifications' and all responses directed to you and all who your post will appear.

Or you don't have to! LOL

You mentioned you were newer to the boards so I thought I would pass that on.

Re: QVC Customer Service

CareBears — Thu, 01 Dec 2016 20:47:26 GMT

@RespectLife

Thank you very much, it is much appreciated!

Re: QVC Customer Service

BalletBabe — Thu, 01 Dec 2016 22:47:55 GMT

@CareBears wrote:
Kachina624 in answer to your reply, I am fairly new to the forums and did not realize that Customer Care handled situations such as this,in the future I will know better!

Second of all it still does not excuse Customer Service Clerks to be rude and pass on shipping problems to the customer, like others have said it was the shippers responsibility to find out where the package was as a customer would not have had the power to resolve the issue, and QVC was the shipper, and in the end ended up doing what should have been done in the beginning!

Third of all since you seem to think your an expert on CS 101, why don't you write a book and enlighten us all?

@CareBears Some people on here have to pick on everything. Like some will complain because I am making my response blue. I say tuff. Just wanted to tell you that in my experience, if I have an issue that cannot be resolved with a call, I write an email directly to qvcsocialteam@qvc.com They are able to help you more then others. They answer you pretty quickly also. Good Luck

Re: QVC Customer Service

BalletBabe — Thu, 01 Dec 2016 22:50:33 GMT

@CareBears wrote:
I have gone to Advance Order after ordering and being told stock was available at the time I ordered, unfortunately the items never came in, and like you I was miffed and cancelled my orders. I think QVC over sells items?

@CareBears I think sometimes it is a computer glitch. I am having same problem with an order.