topic Re: Your Customer Incentives Can't Compete With HSN in Customer Care

Your Customer Incentives Can't Compete With HSN

handygal2 — Wed, 10 May 2017 18:44:42 GMT

I've been a long-time customer of QVC (as well as HSN), but have always purchased much more from the Q than all of the other home shopping channels combined. I have been buying less from QVC in recent years due to several factors: sharply increasing prices; boring, repetitive products; lack of variety; high shipping and return charges; annoying hard-sell hosts and vendors; AND last but not least, lack of customer incentives.

With respect to the latter, l'd like to point out a few things. I recently ordered two items from HSN (a phone system and a pair of leggings). When l received my shipping confirmation email for the latter, it included an incentive which l intend to use: $5.00 off EVERY item priced at $20.00 or more that l purchase, through the entire month of May, no limit. In addition, they offer $10.00 off a first purchase for new customers, whereas you only offer $5.00.

Something for the powers-that-be at QVC to think about if you want to remain competitive...

Re: Your Customer Incentives Can't Compete With HSN

toria — Wed, 10 May 2017 18:51:46 GMT

HSN has far better clearance sales. But once something is gone it never comes back, maybe a similar item. For clothes, QVC often restocks items and brings in other colors. It may take a year or months to do so. They also sell as is, and it can be a good deal. I've gotten many that are perfect. HSN just repackages it and sends it out to the next order. They do give you coupons and money off things there. So there are differences. It would be nice if the Q would give some money off especially for those of us who are loyal customers and have bought thousands of dollars of stuff. The only thing they do is flash easy pay. Many others give easy pay on everything all the time.

Re: Your Customer Incentives Can't Compete With HSN

Pecky — Wed, 10 May 2017 18:55:43 GMT

I have been shopping more with HSN due to the great incentives they give their loyal customers and just not new customers. I like that should you want easy pay you can pick the one that you want. I also like that if you send something back using their label they give you $5.00 your next purchase. They have a better variety of brands on HSN and not the same old vendors.

Re: Your Customer Incentives Can't Compete With HSN

Nomorebirthdays — Wed, 10 May 2017 19:06:30 GMT

I agree, I now spend more at Evine. Occasionally they send percentage off coupons. Evine causal clothing is much better deal.

Re: Your Customer Incentives Can't Compete With HSN

Puppy Lips — Wed, 10 May 2017 19:26:50 GMT

I heard Dan Hughes say that for new customers who get a Q card, they will now get a $20 E gift card. Well how nice for them. How about something for those of us who have already spent thousands of dollars at QVC?

I refuse to get a Q card though, no matter what they offer. If I can not pay my bill off in full any given month, I will be d*ammed if I will let QVC share any interest charges with whomever the bank is that issues the cards.

Re: Your Customer Incentives Can't Compete With HSN

CareBears — Wed, 10 May 2017 19:28:14 GMT

I have not shopped with HSN or Evine, but I have limited my purchases with QVC drastically compared to years past.

Increasing prices, lack of product variety, no incentives, high shipping rates, ridiculous return fees the list goes on, IMO Easy Pay constantly being thrown at us is NOT incentive to shop, and that is all that QVC is willing to do at this point.

Now when I find an item on QVC.com that I am interested in I shop around locally and on the web, almost always I can find far better bargains, free shipping, and faster delivery, QVC needs to step up their game in order to stay competitive!

Re: Your Customer Incentives Can't Compete With HSN

Krimpette — Wed, 10 May 2017 19:28:45 GMT

Yesterday was a craft day on HSN. I purchase for a friend and myself. (She was at work all day and couldn't watch the shows, other than a quick check periodically on her cell phone.). Between the two of us, we purchased 11 craft items. Our total shipping charge for the day for all 11 items was $5.00. (Oh, and for those who were interested. they offered an additional easy pay.)

Re: Your Customer Incentives Can't Compete With HSN

CareBears — Wed, 10 May 2017 19:35:44 GMT

QVC last week had a Bissel Carpet Cleaner the shipping was $18.47 now why on earth would I purchase that on QVC when other websites offer free shipping, IMO that was ridiculous, I changed the channel so fast, and the week before an Orek air cleaner was around $14.50 in shipping, that stopped me in my tracks and would not even consider ordering from QVC!

Re: Your Customer Incentives Can't Compete With HSN

Krimpette — Wed, 10 May 2017 19:39:26 GMT

One other thing I'd like to add to my post about HSN's craft day yesterday. There was no need for me to make all the purchases at one time. I was in and out of their website all day long, placing orders at different times for most of the items. The HSN system is so sophisticated that it continually prorates that $5.00 across all orders placed during the day, updating the charges every time a new order was place during the same day. I'm always impressed with HSN's computer system.

Re: Your Customer Incentives Can't Compete With HSN

chipmonk cheeks — Wed, 10 May 2017 19:44:01 GMT

I have gotten such good prices on clothes when on clearance at HSN.For exampleants for $20.00 and tops for $15.00.QVC doesn't have low prices like that.

Re: Your Customer Incentives Can't Compete With HSN

CareBears — Wed, 10 May 2017 19:45:35 GMT

@Krimpette QVC used to offer discounts on shipping if you ordered the same item within the same order you were given 1/2 off the 2nd, 3rd etc. (does anyone remember that), but they got rid of that now too, they offer buy more save more, but your still paying full shipping on the product, so when you factor in the cost of the shipping charges, you sometimes barely break even!

Re: Your Customer Incentives Can't Compete With HSN

Krimpette — Wed, 10 May 2017 19:47:13 GMT

@CareBears. I remember those days. Doubt we'll ever see them again at QVC.

Re: Your Customer Incentives Can't Compete With HSN

Kachina624 — Wed, 10 May 2017 20:41:32 GMT

HSN didn't exactly glow financially with the recently quarterly report. Their net income for the first quarter was down 4%, which is a big loss. Maybe this has something to do with Ms. Grossman's sudden departure. At any rate I'd expect to see a tightening of the belt and loss of generosity with a new CEO

Re: Your Customer Incentives Can't Compete With HSN

millieshops — Wed, 10 May 2017 20:49:23 GMT

@handygal2From what posters say, HSN does have incentives.

My incentive to stay with QVC is that I like what I buy, maybe because I know what I want from their inventory, but liking purchases iswhat counts.

HSN doesn't offer a single incentive that would persuade me to buy from them again. Maybe they are better now than they used to be although that's not what I see when I slide in for a few minutes during a commercial elsewhere, so having been disappointed with everything except one order of Joy's hangers, I'm out. Products I want are my incentive.

Re: Your Customer Incentives Can't Compete With HSN

hoosieroriginal — Wed, 10 May 2017 20:51:48 GMT

And frequently at the top of the HSN homepage you will see 15% to 25% off the price of one item you purchase, free shipping all the time on shoes, and better clearance prices. The Q really has not offered anything I have liked in months. I have my whitening toothpaste on auto delivery - that's about all I want from the Q. People have mentioned clothing prices on the Q going up - has anyone looked at their shoe prices recently? Outrageously expensive.

Re: Your Customer Incentives Can't Compete With HSN

bonnielu — Wed, 10 May 2017 21:27:41 GMT

I wish QVC had the shopping cart approach... items bought in one day or over the weekend carry one shipping charge or something like that. They do it on Zulily and it works for me.

Re: Your Customer Incentives Can't Compete With HSN

CareBears — Wed, 10 May 2017 21:36:48 GMT

@hoosieroriginal And not to mention the return costs on shoes with inconsistent sizing even within the same vendor, that is a big NO for me!

Re: Your Customer Incentives Can't Compete With HSN

NycVixen — Wed, 10 May 2017 21:47:11 GMT

QVC's sales would increase enough to make up for loss in S/H revenue if they considered offering incentives as OP pointed out along with free shipping. I get a 15-20% off coupon from HSN almost regularly and I have used it several times.

Plus, if I buy an expensive piece of jewelry it should automatically have free shipping. But QVC makes revenue by charging S/H on every item and they don't like to admit it. I'm an eBay seller, and I don't overcharge or inflate my price. I charge what I pay USPS or include free shipping most of the time. Plus, QVC must be getting a super bulk discount on shipping due to volume especially now with Zulily.

But since they are so focused on this model and increase S/H on a regular basis, they are relying on squeezing regular buyers instead of acquiring new ones. This much was alluded to in an article I read last year; most of QVC's revenue comes from repeat buyers that buy 5 items or more per month.

The answer; quit buying as much so QVC has an incentive to change.

Re: Your Customer Incentives Can't Compete With HSN

brandiwine — Wed, 10 May 2017 22:20:36 GMT

I agree with most of you. The CS, free shipping, and great products are taking me to HSN as my primary station. The Q dropped the ball and I have no intention of purchasing here. I can find almost everything they have elswhere with a cheaper price and free or reduced shipping.

Re: Your Customer Incentives Can't Compete With HSN

JaneMarple — Thu, 11 May 2017 02:50:48 GMT

Who doesn't love:

FREE S&H?

Flex pay if you want it?

Coupons?

Percentages off with multiple purcases?