topic Re: Disappointing QVC Customer Service in Community Chat

Disappointing QVC Customer Service

Burnsite — Wed, 29 Jun 2016 17:41:23 GMT

Hi, everyone, Several weeks ago I came home from a visit to family in Mass. and found that my house had been broken into. Broken glass everywhere. The cats are all right, thank goodness. And stuff is just stuff.

But lots of stuff was stolen, including my jewelry.

The next day I phoned QVC, having noticed that my order history goes back only 6 years. I need to reconstitute the purchases to file an insurance claim and to help the police. They already have a suspect in custody (for forging one of my stolen checks) but have not found any jewelry.

I have been shopping on QVC since the mid to late 1990s, and purchased most of my gold jewelry from them back when gold was less costly. The CS rep I first spoke to in mid-June informed me that QVC would send a list of my jewelry purchases over the years but that it would take about 7-10 business days. I called yesterday when I never did receive this listing.

The next CS person told me that there was a note on my account that those lists of items are NOT provided for customers anymore. When I asked to speak to a CS supervisor, I was told none was available. When I called the President's office I was told to leave a message.

Today, a supervisor did call me back and told me all my purchases could be accessed online. This is not the case. My purchase records stop in 2010 0r 2011.

My task today was just to find out how to access all my orders. I can do the research myself if I can find the archive.

The CS rep I spoke with today told me three times that I had not purchased anything on QVC before the last entry she could see, a return in 2009. When I repeated the voice mail message of the supervisor, that all my records should be available, she simply repeated that I made no purchases before 2009.

I have an interview with a detective tomorrow that I have been putting off. No one at QVC is taking calls except for orders. Four call back requests have not produced a call back. (I did receive a voice mail from a CS supervisor, but if I had had a chance to speak with her, I might have been able to clear this up--because I have another ten years of earlier business with the company, when gold was cheaper. These are the bulk of my jewelry orders and it is these I cannot access online.)

I have a lawyer in my circle of friends and will have to ask him if a subpoena might work. The police are trying to connect the check-casher to me (via items) to establish a charge of grand theft.

The attitude of the CS people really is irritating. Just at a time when I will be looking to replace some of the lost items of gold, they are getting on my last nerve.

Especially disappointed at the almost robotic repetition of the (wrong) info about my account starting in 2009 or 2010. I have been posting on this forum since 1999 and shopped at QVC for a few years before I found the forums.

Re: Disappointing QVC Customer Service

Marianne1 — Wed, 29 Jun 2016 17:33:16 GMT

@Burnsite

I am so sorry that this has and is happening to you.

May I make a suggestion, one that helped me with a CS issue successfully?

Copy your OP, add @ and a bunch of moderator names, and post the entire thing in the Customer Care Forum.

That way they are alerted (by the @ and their names).

Hope you get some timely assistance.

Re: Disappointing QVC Customer Service

KYToby — Wed, 29 Jun 2016 17:34:08 GMT

I agree that being given multiple answers, the runaround, and no call backs is disappointing. I think it totally unacceptable.

What you may have to accept, though, is that these records may no longer be available. Companies are only required to keep records for a certain period of time, and mny compamoes purge their records after the legally-required term as maintaining this data is expensive (since most companies pay third-party providers for data storage}.

I think it would be prudent to consult your attorney friend (who may be able to provide informagion on what information QVC is required to keep). I also suggest contacting the detective, letting him know what is going on, and seeing if he would like to go ahead with the interview; after all, you do not want the cq\ase compromised due to a delay.

Re: Disappointing QVC Customer Service

skuggles — Wed, 29 Jun 2016 17:41:58 GMT

I'm so sorry that this robbery happened to you, burnsite. As far as CS, I think the request is outside the scope of their usual duties, I agree with marianne, and think you should give that approach a try. I remember when they cleaned up the purchase history by dropping all of them prior to a particular time, and thought how annoying in terms of jewelry record keeping. I'm sure these records exist somewhere still.

Re: Disappointing QVC Customer Service

Burnsite — Wed, 29 Jun 2016 17:50:20 GMT

Thanks so much for the advice, everyone!

Sorry my post was so long . . . but I am glad I sat down to summarize the different things people have said. Because reading it over gave me an idea.

Two possibilities: I changed my membership number in 2010--maybe all I need is my old membership number to access the earlier orders?

Or . . .

when the BBs/website were redesigned c. 2010, did the earlier transactions get deleted? Like my old message count did?

Old data never dies. It's always lying around somewhere; it's just a question of figuring out access. I'll try your suggestion, Marianne.

Re: Disappointing QVC Customer Service

faeriemoon — Wed, 29 Jun 2016 17:54:42 GMT

Not only did they cut off the purchase history at a certain year, the farther back you go, the more iffy it becomes. The list becomes incomplete when you go back more than a couple of years. Most of these CS people havent been around as long as we have, and many don't know what they are talking about.

Also, a supervisor should be available at all times.

If you have a Q card, and save your statements for years, you should be able to weed through them to compose a list of jewelry purchases. Just a suggestion.

Re: Disappointing QVC Customer Service

Say Nay — Wed, 29 Jun 2016 23:42:41 GMT

I just want to say sorry that happened Burnsite and I'm glad your kitties are okay. I don't have any other suggestions for you other than maybe the credit card you used could trace your Q purchases. The expertise of CS is limited to order taking and simple problem solving. I would push for a response from the President's office.

Re: Disappointing QVC Customer Service

Pearlee — Wed, 29 Jun 2016 18:08:59 GMT

@KYToby wrote:

What you may have to accept, though, is that these records may no longer be available.

@KYToby There is a difference between being no longer available and saying they won't provide them.

Re: Disappointing QVC Customer Service

kdgn — Wed, 29 Jun 2016 18:14:03 GMT

I changed my membership number in 2010--maybe all I need is my old membership number to access the earlier orders?

This could be the problem. A friend of mine needed to return something to Costco ( I understand it's a different store entirely, but they have access to all purchases made in their computer system.) The problem arose when she went in: she had lost her original card, a new one was issued with a new membership number. She had purchased the item prior to losing her card and the computer had no record of that purchase under her new card number. Apparently the two cards were not linked when she was issued the new number.

She was told she would have to provide the original number, if she could find it, to return the item for cash back otherwise the amount would be issued as a gift card.

That's what she told me, anyway.

I am so sorry that you came home to the mess and all that it entails, but I'm glad the kitties were okay and that someone is in custody! Now if only they could find your jewelry.....

Re: Disappointing QVC Customer Service

Spurt — Wed, 29 Jun 2016 18:17:14 GMT

@Burnsite Sorry about all your problems and I am glad your kitties are OK. Most company records only go back so far and most companies purge old data after a certain period of time....

I know this is putting the cart AFTER the horse but this was good advice from my insurance agent---

take photos of your rooms of furniture, take closeups of your valuables---electronics, jewelry, expensive handbags etc..open your closets and dresser drawers and take photos...make sure the photos have a date stamp, print them and keep them in a safe place different from your home---in an office locked desk etc....this helps prove ownership. If you keep them on your phone, in the event your phone is dropped or damaged, stolen or lost you still have photos. Also keep receipts of major purchases as well. This helps to expedite your claim....

Re: Disappointing QVC Customer Service

itiswhatitis — Wed, 29 Jun 2016 18:18:49 GMT

@Burnsite wrote:
Hi, everyone, Several weeks ago I came home from a visit to family in Mass. and found that my house had been broken into. Broken glass everywhere. The cats are all right, thank goodness. And stuff is just stuff.
But lots of stuff was stolen, including my jewelry.

The next day I phoned QVC, having noticed that my order history goes back only 6 years. I need to reconstitute the purchases to file an insurance claim and to help the police. They already have a suspect in custody (for forging one of my stolen checks) but have not found any jewelry.

I have been shopping on QVC since the mid to late 1990s, and purchased most of my gold jewelry from them back when gold was less costly. The CS rep I first spoke to in mid-June informed me that QVC would send a list of my jewelry purchases over the years but that it would take about 7-10 business days. I called yesterday when I never did receive this listing.

The next CS person told me that there was a note on my account that those lists of items are NOT provided for customers anymore. When I asked to speak to a CS supervisor, I was told none was available. When I called the President's office I was told to leave a message.

Today, a supervisor did call me back and told me all my purchases could be accessed online. This is not the case. My purchase records stop in 2010 0r 2011.

My task today was just to find out how to access all my orders. I can do the research myself if I can find the archive.

The CS rep I spoke with today told me three times that I had not purchased anything on QVC before the last entry she could see, a return in 2009. When I repeated the voice mail message of the supervisor, that all my records should be available, she simply repeated that I made no purchases before 2009.

I have an interview with a detective tomorrow that I have been putting off. No one at QVC is taking calls except for orders. Four call back requests have not produced a call back. (I did receive a voice mail from a CS supervisor, but if I had had a chance to speak with her, I might have been able to clear this up--because I have another ten years of earlier business with the company, when gold was cheaper. These are the bulk of my jewelry orders and it is these I cannot access online.)

I have a lawyer in my circle of friends and will have to ask him if a subpoena might work. The police are trying to connect the check-casher to me (via items) to establish a charge of grand theft.

The attitude of the CS people really is irritating. Just at a time when I will be looking to replace some of the lost items of gold, they are getting on my last nerve.

Especially disappointed at the almost robotic repetition of the (wrong) info about my account starting in 2009 or 2010. I have been posting on this forum since 1999 and shopped at QVC for a few years before I found the forums.

Is there a way for you to get info on these older purchases w/o QVC? For instance, a credit card? Bank Statements? You may run into the same time barred information, but is it worth a try? Sorry to hear of your dilemma.

Re: Disappointing QVC Customer Service

sunshine45 — Wed, 29 Jun 2016 18:19:07 GMT

@faeriemoon wrote:
Not only did they cut off the purchase history at a certain year, the farther back you go, the more iffy it becomes. The list becomes incomplete when you go back more than a couple of years. Most of these CS people havent been around as long as we have, and many don't know what they are talking about.

Also, a supervisor should be available at all times.

If you have a Q card, and save your statements for years, you should be able to weed through them to compose a list of jewelry purchases. Just a suggestion.

@faeriemoon

that is one good reason it pays to have a Q card.....will definitely remember this next time someone asks what one of the advantages are. i know i use it because it is easier to track purchases and returns and easy pay payments/charges.

@Burnsite

can you go and track your purchases through your own credit card or debit card or checking account that you may have used? i am sure it will be time consuming though.

i noticed a while back......at least a year ago or more..... that my purchases only go back to around 2010.......and even going through them i noticed items missing. my guess is is that they are no longer maintaining these records for more than maybe five years at the most.

Re: Disappointing QVC Customer Service

lulu2 — Wed, 29 Jun 2016 18:24:36 GMT

The Q card from the 1990s is not the same Q card they have today.

As much as I hate to say it, I cannot imagine they still have records of our purchases from 20 years ago.

Re: Disappointing QVC Customer Service

Plaid Pants2 — Wed, 29 Jun 2016 18:35:49 GMT

@lulu2 wrote:
The Q card from the 1990s is not the same Q card they have today.

As much as I hate to say it, I cannot imagine they still have records of our purchases from 20 years ago.

That's what I'm thinking.

It's entirely possible that the records from 20+ years ago, may not even exist anymore.

Re: Disappointing QVC Customer Service

SeaMaiden — Wed, 29 Jun 2016 18:41:15 GMT

If you had that much gold jewelry or expensive items.....you should have put them on your homeowners insurance policy. I think you are blaming QVC for your mistake of not insuring your jewelry.

Re: Disappointing QVC Customer Service

Burnsite — Wed, 29 Jun 2016 19:01:45 GMT

Hi, everyone,

Update: It was the old membership number that was needed--thanks everyone for the kind advice.

Julie at the President's office called me back just now and will be helping me out with this. I explained that the police had asked for the detailed list because all they have right now is a check of mine he forged for a small amount. I much appreciate the support.

ETA: Seamaiden, My jewelry is insured. This info is needed by the police, or so the police have told me.

Re: Disappointing QVC Customer Service

KathyPet — Wed, 29 Jun 2016 19:09:34 GMT

I keep receipts for jewelry purchases over $100.00 I am surprised to discover that other people do not.

Re: Disappointing QVC Customer Service

sunala — Wed, 29 Jun 2016 20:22:29 GMT

@SeaMaiden wrote:
If you had that much gold jewelry or expensive items.....you should have put them on your homeowners insurance policy. I think you are blaming QVC for your mistake of not insuring your jewelry.

@SeaMaiden telling Burnsite what she SHOULD HAVE done is not helpful to her. Why would you want to kick her when she's down?

Not nice.

Re: Disappointing QVC Customer Service

pitdakota — Wed, 29 Jun 2016 20:57:56 GMT

Oh my goodness @Burnsite! I am so sorry to hear this. I don't have any suggestions to add, but do want to give you a cyber hug and wish you well. I will keep my fingers crossed that things work out and you get the information necessary for the detective. (((((Burnsite))))

Re: Disappointing QVC Customer Service

athenian — Wed, 29 Jun 2016 22:46:08 GMT

Another good idea is to keep a photo of your jewelry, which can help identify it. This helped a relative when he found his stolen items at a pawn shop.

i wonder if anyone has their jewelry appraised? With the change in the price of gold, that gold bracelet bought here years ago could be worth quite a bit now.