topic Re: Called CS...got Rudeness & Attitude in return! in Community Chat

Called CS...got Rudeness & Attitude in return!

sam96 — Fri, 31 Jul 2015 13:55:52 GMT

I ordered the following CIJ item:

H205859 Set of 4 Luminara 5" Flameless Ivory Candles with 4 Remotes

They arrived, I intended 2 as gifts, to someone that has issues with scented products. Plus I wanted unscented candles myself. They are vanilla scented!

Nowhere in the description or during the presentation was this ever mentioned. The video online isn't the presentation I watched, and I haven't watched that video entirely, so I don't know if they have since corrected this.

I called to inquire about this discrepancy, and was immediately met with rudeness and hostility. She said I could return it, but I needed to do so in the next 10 days!

When I asked what to mark on the return form, she said "does not meet expectations", and when I asked about shipping she said I'd be responsible for shipping since they weren't defective.

I reiterated that the scented issue was never disclosed either online or during the live presentation, and she said it didn't matter!

I've never been met with such hostility when questioning about a complete and clear nondisclosure of a pertinent item fact before.

She said I ordered ivory and that's what I got, and I said no...I got Vanilla-scented ivory candles! She wouldn't budge.😡

I'm on the verge of just boxing up everything, canceling the 1-2 pending orders I have, and just being done with the Q.

Is this really how they're treating customers now? I've taken a long break from ordering, and only have been placing a few orders recently, so I'm out of the loop!

Re: Called CS...got Rudeness & Attitude in return!

SydneyH — Fri, 31 Jul 2015 13:58:15 GMT

Why not forward your complaint to a supervisor?

Re: Called CS...got Rudeness & Attitude in return!

sam96 — Fri, 31 Jul 2015 14:01:02 GMT

@SydneyH wrote:
Why not forward your complaint to a supervisor?

Honestly, I'm not sure how to do that.

boy, my op is long-winded, but I feel better now that I've gotten it out!😂

Re: Called CS...got Rudeness & Attitude in return!

sunshine45 — Fri, 31 Jul 2015 14:03:06 GMT

i would send them back......use the qvc return label. mark off "not as expected" and put down that you are allergic to scented candles and that there is no mention of it in the description. once the return is made, make sure to call and have them refund both original shipping AND return shipping.

Re: Called CS...got Rudeness & Attitude in return!

wildcat fan — Fri, 31 Jul 2015 14:03:46 GMT

I was once told by CS to mark an item defective even though it wasn't because she wanted to give me a refund on shipping, and that was the best way to ensure I would get it. She said they didn't have a code for my situation, and the person who received the package would know to key in a shipping credit if it was marked defective.

Re: Called CS...got Rudeness & Attitude in return!

Vickiv — Fri, 31 Jul 2015 14:04:37 GMT

Call back again. QVC stands behind their products. Through the years I had a few problems but customer service was good. If I didn't like the response first time I would call back and they solved my problem. I never had anyone being rude.

Re: Called CS...got Rudeness & Attitude in return!

Anonymous — Fri, 31 Jul 2015 14:05:00 GMT

Hi @sam96, I am so sorry this happened. Please email us at QVCSocialTeam@qvc.com and we'll help with your return. Cindy

Re: Called CS...got Rudeness & Attitude in return!

sunshine45 — Fri, 31 Jul 2015 14:08:15 GMT

there you go!......there is a bonus to having the mods around....help with customer service issues. @Anonymous that is great that you are helping out in that way.

Re: Called CS...got Rudeness & Attitude in return!

silkyk — Fri, 31 Jul 2015 14:08:18 GMT

I would just send it back and check the defective box...because they are to YOU! And next time you get such a rude person in CS I would ask for their name and (if they don't hang up on you to avoid this) ask to talk to a supervisor and explain to them your problem with both the product and the person in CS (who should NOT be there). No excuse for this kind of treatment. And if the supervisor gives you the same treatment cancel all orders while on the phone to them and that's that. I guess I am lucky because I've never had a problem with CS but things are changing fast on the Q.

Re: Called CS...got Rudeness & Attitude in return!

brii — Fri, 31 Jul 2015 14:08:27 GMT

The reviews talk about the candles having a vanilla scent.

I would call back and talk to somebody else.

Re: Called CS...got Rudeness & Attitude in return!

sam96 — Fri, 31 Jul 2015 14:09:20 GMT

@Anonymous Thank you...I will do so shortly. I appreciate the assistance.

Re: Called CS...got Rudeness & Attitude in return!

sam96 — Fri, 31 Jul 2015 14:15:57 GMT

The reviews started coming in after my item was on my doorstep, so there wasn't much I could do at that point unfortunately. There weren't any reviews the day of purchase.

Today was the first opportunity I had to call...it's been a busy summer! My mistake!

Re: Called CS...got Rudeness & Attitude in return!

gardensla — Fri, 31 Jul 2015 15:17:03 GMT

I've always been treated so well by QVC CS that when I wasn't recently, it was really a shock. I ordered a pair of Limited Quantity shoes that still had the old $8.95 shipping price. I know it's only a few bucks but I went ahead and called CS who agreed to process my order with the new price.

When the shoes arrived and I looked at the invoice, it still had the $8.95 shipping price. I called and was met with just the kind of hostility you detailed. Basically he told me my conversation with CS never happened as it was noted in the order notes. Would I really lie about $3.95? I don't think so. I surely hope this isn't some new mandate to CS in the wake of the new shipping and handling policy.

Oh, and after all that when I finally got around to trying on the shoes a few days later and they didn't fit! Cost me $16.00 total in s/h charges.

Re: Called CS...got Rudeness & Attitude in return!

gardensla — Fri, 31 Jul 2015 14:21:10 GMT

Do NOT let others here make you think this was your fault! You weren't provided the correct information by the vendor. It's not up to you to read and interpret reviews to use as the basis for ordering.

@sam96 wrote:
The reviews started coming in after my item was on my doorstep, so there wasn't much I could do at that point unfortunately. There weren't any reviews the day of purchase.

Today was the first opportunity I had to call...it's been a busy summer! My mistake!

Re: Called CS...got Rudeness & Attitude in return!

sallybusky — Fri, 31 Jul 2015 14:30:25 GMT

sam96, I'm glad this has a happy ending! Whenever I speak to a CS rep I write her/his name down on the date (everything's recorded on a desk calendar) in case I'm ever in a predicament like yours. I feel like my complaint is a bit more legit if I can say, "On 7/29 I spoke with Bubba, and I'm not sure he understood my situation. Perhaps you can help me."

Re: Called CS...got Rudeness & Attitude in return!

sam96 — Fri, 31 Jul 2015 14:36:30 GMT

@sallybusky wrote:
sam96, I'm glad this has a happy ending! Whenever I speak to a CS rep I write her/his name down on the date (everything's recorded on a desk calendar) in case I'm ever in a predicament like yours. I feel like my complaint is a bit more legit if I can say, "On 7/29 I spoke with Bubba, and I'm not sure he understood my situation. Perhaps you can help me."

sallybusky:

I, too, learned the hard way to write down the name of any CS rep of any company I'm dealing with at the beginning of a call! It's been helpful more than once!

Re: Called CS...got Rudeness & Attitude in return!

Q4u — Fri, 31 Jul 2015 14:47:00 GMT

Unfortunately CS is trending downward. I received the same type of treatment when complaining about a Springfield ham I purchased which was predominately bone and fat! The CS rep was curt and brusk, far different from any attitude I've received for over 20 years and at that point it was a shock, definitely made me feel as though I didn't have anything to complain about and really wanted a free dinner!

I rarely complain to CS unless it's an over-the-top problem. Paying over $60 for bone and fat was astonishing to me. I actually had to go out to the supermarket and purchase another ham (it was for guests, was delish and under $25) . Had I been able to look at QVC's ham prior to buying it, I would NOT have purchased it. And will not be buying other food products because of what I received, both in the product and in the CS attitude.

It saddens me....

Re: Called CS...got Rudeness & Attitude in return!

flickerbulb — Fri, 31 Jul 2015 14:57:49 GMT

Just to let you know, I have ordered "fragranced" flameless candles and the light fragrance is gone in a hot minute.

You can sort of smell them when you open the box, but it goes away very fast.

If you leave them out to air, I will bet the scent will be gone soon.

Re: Called CS...got Rudeness & Attitude in return!

sunala — Fri, 31 Jul 2015 15:55:49 GMT

It's rare that I get a customer service rep that is anything other than friendly and helpful.

Anytime I get anyone on the phone who is less than helpful to me, regardless of QVC or any other company, I say, "Oops there's the doorbell. I'll have to get back to you later," and I hang up. I wait an hour or two and then call back and always get a different rep who helps me. I have no patience to speak to reps who act like they are "Queen of their Cubicle," like they own the company, and the refund is coming out of their own pocket.

It also helps to be polite and friendly when you're speaking to them. If you start with an attitude, you'll probably get one back.

Re: Called CS...got Rudeness & Attitude in return!

silkyk — Fri, 31 Jul 2015 16:17:24 GMT

@sunala wrote:
It's rare that I get a customer service rep that is anything other than friendly and helpful.

Anytime I get anyone on the phone who is less than helpful to me, regardless of QVC or any other company, I say, "Oops there's the doorbell. I'll have to get back to you later," and I hang up. I wait an hour or two and then call back and always get a different rep who helps me. I have no patience to speak to reps who act like they are "Queen of their Cubicle," like they own the company, and the refund is coming out of their own pocket.

It also helps to be polite and friendly when you're speaking to them. If you start with an attitude, you'll probably get one back.

Your post reminded me of the time early one morning (still dark outside) I heard loud braking and a car crashing out on the road. I looked out and saw, across the street in a deep ditch, a car upside down,radio blasting, lights all on and no voices or calls for help. I immediately called 911 and to my amazement got nothing but nasty from the person who answered. First I got a lecture for not going out in the dark and crawling down into the ditch and sticking my head in the window to say "howdy, how ya doin?". She then hung up on me (???!!!)....so I just called the sheriff and got an immediate response and thanks. I still can't believe that happened. Oh and the kid was alright...just spilled hot coffee on his lap in a hurry to get to school. He got out and walked home and left the car so when help did arrive he was long gone. As everyone on Q says "amazing".