topic Re: Bait and Switch? in Community Chat

Bait and Switch?

PA Mom-mom — Thu, 20 Dec 2018 01:33:09 GMT

I saw my favorite natural finish Spurtle set on QVC last week. I had been waiting forever to order a set for my daughter. They are always sold out. Quickly placed my order and ordered expedited shipping so I could be sure to have them in time for Christmas. Got my delivery today. Not what I ordered!! Not even close! Called and was told, we're sorry, but that set is no longer available. They admitted that I placed an order for the correct set, but somehow it wasn't sent to me. I'm beginning to wonder if it was ever available. They said they would refund my order and not charge me for the order I got. That's fine, but I'm still left with a gift I thought I had in the bag that won't be there. They are not sure it will ever be available again. Has this ever happened to you?

Re: Bait and Switch?

Cakers3 — Thu, 20 Dec 2018 01:42:20 GMT

@PA Mom-mom No it hasn't ever happened to me but that is really poor customer service. They should have told you it was sold out and canceled your order.

No wonder people are getting fed up; I've read reviews where people are getting used shoes, used make-up, soiled clothing, etc.

Sorry this happened to you-are you near anyplace that sells kitchen items? I'd make some recommendations but we have a gag order around here - can't mention other stores.

Psst-try the one for mega-online shopping. A-Z *wink*

Re: Bait and Switch?

PA Mom-mom — Thu, 20 Dec 2018 01:45:59 GMT

Thanks @Cakers3 the Spurtles are kind of a thing in our family. But, as my daughter would say to me, "First World problem, Mom. First World problem." I work for someone who has taught there is no such word as "can't." It was pretty much the first word out of QVC customer service. Sad.

Re: Bait and Switch?

hellodali — Thu, 20 Dec 2018 01:53:50 GMT

@PA Mom-mom wrote:
I saw my favorite natural finish Spurtle set on QVC last week. I had been waiting forever to order a set for my daughter. They are always sold out. Quickly placed my order and ordered expedited shipping so I could be sure to have them in time for Christmas. Got my delivery today. Not what I ordered!! Not even close! Called and was told, we're sorry, but that set is no longer available. They admitted that I placed an order for the correct set, but somehow it wasn't sent to me. I'm beginning to wonder if it was ever available. They said they would refund my order and not charge me for the order I got. That's fine, but I'm still left with a gift I thought I had in the bag that won't be there. They are not sure it will ever be available again. Has this ever happened to you?

It doesn't sound like Bait and Switch. It sounds like someone made a mistake. Last week I ordered a hot water bottle from Amazon and got a Moon Light. Now there is absolutely no resemblence there at all! I called Amazon and unlike QVC, they did not let me keep the Moon Light, but sent me a sticker to return it. Luckily, they still had the hot water bottle, but there could have been the chance they didn't.

I chalk it up to hiring seasonal help and pushing so hard to get the stuff out too fast. I think that was very generous of them to let you keep the incorrect item AND credit you for what you didn't get. I would do as Cakers suggested or I would just give your daughter a photo and an IOU. It is the thought that counts.

Re: Bait and Switch?

PA Mom-mom — Thu, 20 Dec 2018 02:09:10 GMT

@hellodali Oh dear! Your example is quite exceptional! I thought it could be just a mistake, but I sure wish they could find me the promised spurtle set. It has to be somewhere, doesn't it?

Re: Bait and Switch?

Kachina624 — Thu, 20 Dec 2018 03:53:48 GMT

@PA Mom-mom. What you experienced was not "bait and switch".

Re: Bait and Switch?

NYC Susan — Thu, 20 Dec 2018 04:17:23 GMT

@Kachina624 wrote:
@PA Mom-mom. What you experienced was not "bait and switch".

You're right - It's not bait and switch.

But it's pretty poor customer service. I wouldn't be happy either.

Re: Bait and Switch?

hellodali — Thu, 20 Dec 2018 04:19:46 GMT

@PA Mom-mom wrote:
@hellodali Oh dear! Your example is quite exceptional! I thought it could be just a mistake, but I sure wish they could find me the promised spurtle set. It has to be somewhere, doesn't it?

@PA Mom-momYou would think it would be somewhere. Of course, if they thought you got yours and there sits one and someone then orders one, well off yours goes. Or, if yours got packaged and sent to someone else, they might have called and got told to keep it just like you did. Or, one more idea, someone may have received it by mistake and liked it so much they never called and just kept it if it was better than what they really ordered.

I know none of this is any help to you and I can only imagine your disappointment. I don't even know you, but I wish I could help because I know it is wonderful to give someone something you know they want.

My husband always laughs at me because I try to find the bright side of things, but I just have the opinion life is too short to get upset about these types of things. I think no matter what, you and your daughter have each other and that is what counts. Please give her a picture of it, an IOU and put it on waitlist. Give her a big hug and know you are blessed to have each other. I neither have my mom any longer nor do I have children. You are very lucky. Have a wonderful Christmas and a happy and healthy New Year.

Re: Bait and Switch?

Georgiagrama — Thu, 20 Dec 2018 04:52:49 GMT

@PA Mom-mom

Before I would ever even consider ordering such an item from QVC, I would have checked A mazon. You could have lots of choices from many different companies - and had it in two days.

Re: Bait and Switch?

Isobel Archer — Thu, 20 Dec 2018 12:22:38 GMT

Not sure why this is poor customer service. They are refunding your order AND NOT CHARGING you for the order you got. I've never had that offer when I got the wrong thing. Wow.

As to the spurtles, I just checked Amazon and they have all kinds of spurtle sets and if you have prime you can probably get them in time for Christmas even now.

I'm sorry they made a mistake, but if you really want to solve the problem rather than complain, I'd try Amazon.

Re: Bait and Switch?

nomless — Thu, 20 Dec 2018 13:50:13 GMT

@PA Mom-mom, Amazon has the Mad Hungry natural finish spurtle set ready to send.

Re: Bait and Switch?

NickNack — Thu, 20 Dec 2018 14:23:38 GMT

@Cakers3 wrote:
@PA Mom-mom No it hasn't ever happened to me but that is really poor customer service. They should have told you it was sold out and canceled your order.

No wonder people are getting fed up; I've read reviews where people are getting used shoes, used make-up, soiled clothing, etc.

Sorry this happened to you-are you near anyplace that sells kitchen items? I'd make some recommendations but we have a gag order around here - can't mention other stores.

Psst-try the one for mega-online shopping. A-Z *wink*

@Cakers3 You can mention other stores. You just can't provide a link to the store. People mention other stores all the time.

Re: Bait and Switch?

Cakers3 — Thu, 20 Dec 2018 15:08:24 GMT

If the Q advertised this item, and the item sold out, then the Q should never have sent her another item, especially one that wasn't even close to what she ordered.

So I can see why she said "bait and switch". If the Q knew they were sold out and still sent another item, then it really is a form of bait and switch. Hoping the customer would just accept the inferior item.

Now we really don't know if some evil elf filled the order (joke) but it doesn't matter.

The order should have been filled as ordered and if the item ran out then the Q should never have sent something else.

That IS poor customer service. The Q should have been on top of the orders and immediately notified those waiting that the order had to be canceled, regardless of her refund of fees. Which they should have done anyway.

If I order a luxury car to be delivered to my home I don't expect a Pinto to show up.

Re: Bait and Switch?

Isobel Archer — Thu, 20 Dec 2018 16:05:55 GMT

@Cakers3 wrote:
If the Q advertised this item, and the item sold out, then the Q should never have sent her another item, especially one that wasn't even close to what she ordered.

So I can see why she said "bait and switch". If the Q knew they were sold out and still sent another item, then it really is a form of bait and switch. Hoping the customer would just accept the inferior item.

Now we really don't know if some evil elf filled the order (joke) but it doesn't matter.
The order should have been filled as ordered and if the item ran out then the Q should never have sent something else.

That IS poor customer service. The Q should have been on top of the orders and immediately notified those waiting that the order had to be canceled, regardless of her refund of fees. Which they should have done anyway.

If I order a luxury car to be delivered to my home I don't expect a Pinto to show up.

You are assuming that the Q deliberately sent her the wrong order rather than tell her the item was sold out.

What is more likely is that an error occurred - AFTER which the item sold out and was no longer available to send.

Customer service could therefore not rectify the situation by sending her the original order but they canceled it AND let her keep the order she got at no charge - which is clearly above and beyond. We don't even know if the order she got cost the same/more/less than the one she wanted, but she is still ahead here.

Now I'm sure she - and you - will immediately say that she doesn't want the order she got and it doesn't matter what it cost - and maybe that is true, but I didn't hear her offering to send it back either.

And, finally, if the item she wants is available on Amazon - and even at this point - probably deliverable by Christmas, I do not see how she was irreparably harmed here.

Merry Christmas!!!

Re: Bait and Switch?

libbyannE — Thu, 20 Dec 2018 16:49:54 GMT

@PA Mom-mom

I order very little from qvc anymore. They have spurtles on amazon, which is where I got mine. I just checked for you.

Re: Bait and Switch?

JJsMom — Thu, 20 Dec 2018 17:18:55 GMT

@hellodali wrote:

I chalk it up to hiring seasonal help and pushing so hard to get the stuff out too fast. I think that was very generous of them to let you keep the incorrect item AND credit you for what you didn't get. I would do as Cakers suggested or I would just give your daughter a photo and an IOU. It is the thought that counts.

I don't find it generous for them to not charge her for something she didn't order. I usually have no use for items mistakenly sent to me, which has happened on occasion. I get irritated at the thought of having to package it up and return it though. If they let me keep it, I usually just donate it.

The OP has good reason to wonder if the original set was ever available. I am noticing a lot of retailers selling items that are out of stock. I have gotten several cancellation notices after placing orders, and it's very frustrating.

Re: Bait and Switch?

Isobel Archer — Thu, 20 Dec 2018 17:39:48 GMT

Well I guess I do find it generous - or at least a significant change to not require her to send the unordered item back.

I have had at least three experiences of getting the wrong order and they definitely told me I had to send them back.

And once I received an order which broke in shipping leaking all over the box and they insisted I find another box and send the broken glass back to them in order to get a refund.

So based on that, I would say the OP is way ahead.

Re: Bait and Switch?

Ibby114 — Thu, 20 Dec 2018 17:48:57 GMT

I also chalk it up to hiriing seasonal help just to get the orders out the door- and errors happening. I recently ordered revitalign shoes from hsn and got bearpaw boots!! I was frustrated not getting what I ordered, especially since what i wanted it out of stock. But no one did anything intentionally, it was simply an error when the order was being packaged/shipped. HSN is taking care of all costs to return the boots, I would have asked not to return them if I knew anyone that wore a size 7 !!

Which set of spurtles did you want? I see sets come and go often- we love them too. They even have a 2 piece set sold in multiples, packaged for gift giving!

Re: Bait and Switch?

Cakers3 — Thu, 20 Dec 2018 17:51:15 GMT

@Isobel Archer wrote:
@Cakers3 wrote:
If the Q advertised this item, and the item sold out, then the Q should never have sent her another item, especially one that wasn't even close to what she ordered.

So I can see why she said "bait and switch". If the Q knew they were sold out and still sent another item, then it really is a form of bait and switch. Hoping the customer would just accept the inferior item.

Now we really don't know if some evil elf filled the order (joke) but it doesn't matter.
The order should have been filled as ordered and if the item ran out then the Q should never have sent something else.

That IS poor customer service. The Q should have been on top of the orders and immediately notified those waiting that the order had to be canceled, regardless of her refund of fees. Which they should have done anyway.

If I order a luxury car to be delivered to my home I don't expect a Pinto to show up.
You are assuming that the Q deliberately sent her the wrong order rather than tell her the item was sold out.

What is more likely is that an error occurred - AFTER which the item sold out and was no longer available to send.

Customer service could therefore not rectify the situation by sending her the original order but they canceled it AND let her keep the order she got at no charge - which is clearly above and beyond. We don't even know if the order she got cost the same/more/less than the one she wanted, but she is still ahead here.

Now I'm sure she - and you - will immediately say that she doesn't want the order she got and it doesn't matter what it cost - and maybe that is true, but I didn't hear her offering to send it back either.

And, finally, if the item she wants is available on Amazon - and even at this point - probably deliverable by Christmas, I do not see how she was irreparably harmed here.

Merry Christmas!!!

@Isobel Archer i said we don't know what really happened. I never assumed a thing. Even said as a JOKE about the evil elf.

Please don't assume what I will immediately say, either. So you really are not sure about anything.

You are picking just for the sake of picking. Let it go already. I'm not going to respond to you again.

Re: Bait and Switch?

Isobel Archer — Thu, 20 Dec 2018 19:13:09 GMT

@Cakers3 wrote:
@Isobel Archer wrote:
@Cakers3 wrote:
If the Q advertised this item, and the item sold out, then the Q should never have sent her another item, especially one that wasn't even close to what she ordered.

So I can see why she said "bait and switch". If the Q knew they were sold out and still sent another item, then it really is a form of bait and switch. Hoping the customer would just accept the inferior item.

Now we really don't know if some evil elf filled the order (joke) but it doesn't matter.
The order should have been filled as ordered and if the item ran out then the Q should never have sent something else.

That IS poor customer service. The Q should have been on top of the orders and immediately notified those waiting that the order had to be canceled, regardless of her refund of fees. Which they should have done anyway.

If I order a luxury car to be delivered to my home I don't expect a Pinto to show up.
You are assuming that the Q deliberately sent her the wrong order rather than tell her the item was sold out.

What is more likely is that an error occurred - AFTER which the item sold out and was no longer available to send.

Customer service could therefore not rectify the situation by sending her the original order but they canceled it AND let her keep the order she got at no charge - which is clearly above and beyond. We don't even know if the order she got cost the same/more/less than the one she wanted, but she is still ahead here.

Now I'm sure she - and you - will immediately say that she doesn't want the order she got and it doesn't matter what it cost - and maybe that is true, but I didn't hear her offering to send it back either.

And, finally, if the item she wants is available on Amazon - and even at this point - probably deliverable by Christmas, I do not see how she was irreparably harmed here.

Merry Christmas!!!
@Isobel Archer i said we don't know what really happened. I never assumed a thing. Even said as a JOKE about the evil elf.

Please don't assume what I will immediately say, either. So you really are not sure about anything.

You are picking just for the sake of picking. Let it go already. I'm not going to respond to you again.

I said in a previous post that I didn't think it was poor customer service as they did their best to rectify the situation.

You then responded with a post insisting that it WAS poor customer service and then explained as follows:

You said "So I can see why she said "bait and switch". If the Q knew they were sold out and still sent another item, then it really is a form of bait and switch. Hoping the customer would just accept the inferior item."

You then went on to say that the Q should have notified her that the order was sold out.

Why would they do that if they thought they had sent her what she ordered? So it seems that you agree with her that they somehow deliberately sent her something else rather than tell her they were sold out.

Sorry if I misunderstood, but I don't see how you can say it was poor customer service unless you are saying they did this deliberately.