topic Re: Poor Customer Service in Community Chat

Poor Customer Service

McGraw Fan — Tue, 13 May 2014 22:26:09 GMT

Let me start by saying that in the many, many years I have been shopping with QVC, I can only think of one bad experience I have had with Customer Service - that is until last week. I had ordered an Isaac watch from the web site and when it arrived, they had sent me the incorrect watch. It was an Isaac watch but not the one I had ordered. When I called CS, the girl wanted the description that was on the box. I told her there was no description on the box, only an item #. She did not like that answer. When she finally figured out that I was telling her the truth by me describing the item that I was holding in my hand and what the invoice and order clearly said that I had ordered, she told me that I would need to send my watch back and request an exchage and note that they had sent me the wrong item. I told her that was not going to work for me as this was their error and I wanted the new watch sent immediately. She said they would not send out the new watch until they received the incorrect item back. What the heck kind of service is this? This was their error and now they want me to wait another 3 weeks for them to receive this back and allow time for the new one to get to me? I held my ground and she finally put me on hold (for about 10 mins) to speak with a Supervisor. When she came back she told me that they would go ahead and send out the new watch but that if they did not receive the other one back within 30 days, I would be charged for both. I spend a great deal of money with QVC and it really irritates me that I had to go to this extreme to get them to do what was right.

Re: Poor Customer Service

ShowMe — Tue, 13 May 2014 22:34:35 GMT

I had something similar happen to me recently.....only the package I received was someone else's order. And apparently that customer received my order.

I was put on hold for quite some time too, and then she came back and said they would be sending mine out UPS with a speedy delivery. I told her I was going to send the package they sent to me that afternoon.....which I did. They did not make me pay twice for anything..... And yes, I got my order in a couple days. These problems are in the warehouse where the orders are filled.....they are not our fault...... Someone is not supervising very well.

Re: Poor Customer Service

ennui1 — Tue, 13 May 2014 22:35:09 GMT

On 5/13/2014 Mgraw Fan said:
she told me that I would need to send my watch back and request an exchage and note that they had sent me the wrong item. I told her that was not going to work for me as this was their error and I wanted the new watch sent immediately. She said they would not send out the new watch until they received the incorrect item back. What the heck kind of service is this? This was their error and now they want me to wait another 3 weeks for them to receive this back and allow time for the new one to get to me? I held my ground and she finally put me on hold (for about 10 mins) to speak with a Supervisor. When she came back she told me that they would go ahead and send out the new watch but that if they did not receive the other one back within 30 days, I would be charged for both.

That's been the policy for a few years. I'm surprised you got them to cave.

Re: Poor Customer Service

McGraw Fan — Tue, 13 May 2014 22:37:53 GMT

I agree Show Me, it is clearly a problem in the Warehouse. I understand they are a huge company and mistakes are going to happen. What I don't appreciate is the attitude by the CS Rep. I have always been taught that when a mistake is made on my or a co-workers part, we do what we have to do to make it right. We do not make the customer suffer for our error. I also got my new watch in 3 days so at least they did right that way.

Re: Poor Customer Service

Jannabelle — Tue, 13 May 2014 22:38:39 GMT

I'd be getting that other watch in the mail pronto, insured! .....I think that has always been their policy too, even though it is their fault, they can't give stuff away, you will send it back, but some people would not send the wrong one back. I can see their side, and yours too.

Re: Poor Customer Service

straykatz — Tue, 13 May 2014 22:41:20 GMT

Not an unusal request....from a business perspective it makes sense to request the wrong item be returned 1st (should be at their expense IMO)...but should be sent back 1st.

Many people never return items when left on good faith....I know because I work in an industry where were give our customers the benefit of doubt and let them on good faith return their items for warranty service after we send the new item....in most cases we also include prepaid envelopes yet they still fail to return the initial item to us.

Re: Poor Customer Service

KYToby — Tue, 13 May 2014 22:42:02 GMT

There is nothing unreasonable about requiring the first watch be sent back before sending the replacement. This is how most businesses operate, and to do so otherwise, opens one up to the likelihood of scams.

I have a feeling, though, from the tone of the post (including referring to the customer service agent dismissively as "girl") that the OP was being unreasonable.

Re: Poor Customer Service

Jannabelle — Tue, 13 May 2014 22:43:16 GMT

On 5/13/2014 straykatz said:
Not an unusal request....from a business perspective it makes sense to request the wrong item be returned 1st (should be at their expense IMO)...but should be sent back 1st.

Many people never return items when left on good faith....I know because I work in an industry where were give our customers the benefit of doubt and let them on good faith return their items for warranty service after we send the new item....in most cases we also include prepaid envelopes yet they still fail to return the initial item to us.

Yes, it should.

Re: Poor Customer Service

lulu2 — Tue, 13 May 2014 22:59:00 GMT

Most places will not send out an exchange until they receive the original item, regardless whose fault it is. Usually they reorder the item, charge you (again) and send it immediately, then credit the return. They will pay for return postage if you check, sent wrong item.

Re: Poor Customer Service

SydneyH — Tue, 13 May 2014 23:02:01 GMT

Most companies are well within their rights to request the item back before authorizing shipment of another.

Re: Poor Customer Service

pattypeep — Tue, 13 May 2014 23:06:51 GMT

The Q's policy sounds very reasonable to me. I'm certain there are some people out there that try and scam when they can. As long as they do not charge you to return the original item (since it was their error), you are golden !

Re: Poor Customer Service

croemer — Tue, 13 May 2014 23:12:33 GMT

On 5/13/2014 twopeas said:
The Q's policy sounds very reasonable to me. I'm certain there are some people out there that try and scam when they can. As long as they do not charge you to return the original item (since it was their error), you are golden !

Yep...I have had the same thing happen to me and understood...though by then you want your item.

Re: Poor Customer Service

Surfnturf — Tue, 13 May 2014 23:39:13 GMT

Yes, that is their policy, and I don't mind that. What used to get my goat was the interest rate they charged their QCard account holders. I felt it was unreasonably high, and not competitive with other CC's.

Re: Poor Customer Service

GCR18 — Wed, 14 May 2014 00:08:07 GMT

Sounds like QVC gave great customer service. The rep likely wasn't able to bend the rules and escalated the issue to the supervisor.

Re: Poor Customer Service

kittymomNC — Wed, 14 May 2014 00:31:08 GMT

That is the policy of QVC - I have had them go ahead and send me a replacement for something before I sent it back, but it had to go on my credit card like a new order--it was my choice, wait and do a regular return and exchange or pay for it. Then they would credit the original item when they received it.

HSN, on the other hand, has immediately sent a replacement on several occasions at no charge, if an item was defective, or if the garment measurements were wrong, and I was afraid the item would sell out before they got the original one back. They always say to send the original item back within 10 days--I've never had a problem with them.

Re: Poor Customer Service

stilltamn8r — Wed, 14 May 2014 00:31:19 GMT

Doesn't seem like an unreasonable policy (I know, till it happens to ME!) My worst return was they sent me two left shoes...... I guess they heard about my dancing abilities, LOL!....... Anyway, no prob, just send them back and we will make it right, ok? Well, never got the shoes, finally I called, "oh we don't have anymore in that size and color"""!!!! WHAT???? What about the lady who got the TWO RIGHT shoes....????? She never complained???!!!!!

Re: Poor Customer Service

Pook — Wed, 14 May 2014 00:35:23 GMT

I had an occasion where a wrong item was sent and they immediately sent the correct one with no problem.

Re: Poor Customer Service

McGraw Fan — Wed, 14 May 2014 22:31:10 GMT

Thanks to everyone that replied and set me straight. I guess it never crossed my mind that someone would not return the incorrect item but I guess in this day and age, that is definately a possibility. To the person that said I was being unreasonable however, I do take issue with that. I am always very respectful and was at no point unreasonable. Because I called the person on the other end of the phone a "girl" does not make me unreasonable. Why is it that people have to personally attack on these boards? Not sure if it makes some people feel better to put others down but I choose not to go there. To the rest of you, thanks for your opinions and now I know that if this should happen in the future, I will not expect more than what is offered.

Re: Poor Customer Service

birddrops — Thu, 15 May 2014 03:05:19 GMT

Wondering why your thread is titled ""Poor Customer Service"" since you got what you wanted in the first place.