topic Re: What happened to QVC customer service? in Community Chat

What happened to QVC customer service?

Jtdmum — Sun, 02 Oct 2016 15:57:05 GMT

I just made my third call to CS regarding the same issue. Generally speaking I've had good experiences with QVC which is why I continue to shop here.

The original problem I had began on Sept 10th, I placed an order for an Item and it never came. It was sent Fedex which in my experience with q is different. I generally get deliveries from UPS or USPS.

I fully understand that problems occur and are not necessesarily QVC issues, the CSR I chatted with told me a new item would be sent. FF 2 weeks, still no item. Once again, apologies and wasnt sent because I was on waitlist.

Yesterday my bill arrived and yes, I have been billed. One more time with CS indicating they're sorry but no I'm not on waitlist, I need to do that myself.

I requested a call from a CS supervisor and provided my number.

I was told to call in and ask for one.

WOW...

Re: What happened to QVC customer service?

RetRN — Sun, 02 Oct 2016 15:59:47 GMT

QVC customer service sadly is not what it once was.

Re: What happened to QVC customer service?

Venezia — Sun, 02 Oct 2016 16:00:56 GMT

@Jtdmum - Have you posted this same thing in the "Customer Care" forum? Usually, if you do, especially if you put it to the attention of one or more of the moderators, they will reply and offer to help sort it out.

I hope you get the issue resolved. I agree you shouldn't have to be jumping through hoops like this and you shouldn't have been charged unless the replacement was sent out immediately.

Re: What happened to QVC customer service?

conlt — Sun, 02 Oct 2016 16:06:41 GMT

Earlier this year I had a major issue with CS. It was about a Lug bag. I was billed for it and my account showed "shipped left the facility" but never went anywhere else. I called CS and they said they fixed it but I kept being billed for easy pay. I called again and they made some excuse and sent me another bag, which again was delayed and it never came in time for my trip. So now am being billed for 2 bags. I called again and that CS agent finally fixed the problem and gave me my money back and free shipping back on the second bag since it came to late for my trip. I was very aggravated by the experience.

Re: What happened to QVC customer service?

chrystaltree — Sun, 02 Oct 2016 16:09:15 GMT

It's unfortunate, obviously the item was sent directly from the seller and not Qvc. It's also obvious that they don't have whatever you ordered in stock. Qvc cs can't give you anything really helpful because it's not their item. I'd have canceled my order 7 days after the promise of new item was broken.

Re: What happened to QVC customer service?

Susan-QVC — Sun, 02 Oct 2016 16:14:31 GMT

@Jtdmum I am sorry to hear you are having a bad experience with Customer Service, please email us the details and order info to QVCSocialTeam@QVC.com, we will do what we can to help.

Susan Q-Social

Re: What happened to QVC customer service?

Jacie — Sun, 02 Oct 2016 16:15:58 GMT

I have shopped QVC for many years and generally without issue.

A recent order that was filled wrong arrived, the pants were fine, but I had never seen the top before as it wasn't what I ordered.

When I called, they could not have been more professional, speedy and kind.

I think they do a terrific job! I can only imagine what they have to deal with over the phone as it is far more anonymous.

Call again and request the supervisor, ultimately they want you to be happy.

Re: What happened to QVC customer service?

MalteseMomma — Sun, 02 Oct 2016 16:46:52 GMT

@Jtdmum wrote:
I just made my third call to CS regarding the same issue. Generally speaking I've had good experiences with QVC which is why I continue to shop here.

The original problem I had began on Sept 10th, I placed an order for an Item and it never came. It was sent Fedex which in my experience with q is different. I generally get deliveries from UPS or USPS.

I fully understand that problems occur and are not necessesarily QVC issues, the CSR I chatted with told me a new item would be sent. FF 2 weeks, still no item. Once again, apologies and wasnt sent because I was on waitlist.

Yesterday my bill arrived and yes, I have been billed. One more time with CS indicating they're sorry but no I'm not on waitlist, I need to do that myself.

I requested a call from a CS supervisor and provided my number.
I was told to call in and ask for one.

WOW...

@Jtdmum

Fedex delivers to your local post office ( along with everyone elses orders) ,not to your house. your mailman will then deliver it to your home with your mail.....That is the way QVC does it now

Re: What happened to QVC customer service?

SunValley — Sun, 02 Oct 2016 19:56:16 GMT

I called CS yesterday with a question and it was obvious the CS rep wasn't familiar with the current QVC policies. When I asked to speak with a supervisor who might be, she kindly said she would transfer my call to CS. What? The next rep was very helpful and confirmed they had a lot of seasonal new hires who worked both new orders and CS issues if all the CS reps were with other customers (overflow calls)--and that they were not all up to speed. You may have gotten some newbie rep like I did. But all was taken care of. I too continue to shop QVC because they are the best at handling problems.

Re: What happened to QVC customer service?

MyGirlsMom — Sun, 02 Oct 2016 19:13:00 GMT

Put it in writing..

It's been my experience to email customer service with an issue because I've always gotten satisfaction.

Re: What happened to QVC customer service?

ladyroxanne — Sun, 02 Oct 2016 19:24:18 GMT

my experience with qvc customer service has been excellent.

years ago i ordered something with expedited shipping and they messed that up. i got very upset because i needed what i ordered right away.....hence expedited.

they came through for me and this was after hours. i was very pleased and made sure to email and call to thank them.

i certainly feel bad for anyone having a problem with cs, but i think they have been voted tops in that department for a reason. not that they don't make mistakes, of course.

Re: What happened to QVC customer service?

AuntG — Sun, 02 Oct 2016 21:02:21 GMT

If CS is run as poorly as these boards, you might as well stop trying. QVC sells items we can't even discuss because it goes against their standards. Moderators must be young people who've never had to turn to others for support.

Re: What happened to QVC customer service?

PINKdogWOOD — Mon, 03 Oct 2016 10:21:08 GMT

I'd do a live chat. I get better service and satisfaction for whatever I need to check on with Live Chat.