topic Re: Disappointed with Customer Service! in Customer Care

Disappointed with Customer Service!

Major Shopper — Sat, 22 Jul 2017 14:54:13 GMT

Just got off of the phone with a supervisor from Customer Service. I placed an order for hair conditioner on July 9th and still have not received the product.

Called to customer service last week and was told to give it a few days because product was being shipped directly from manufacturer.

Today when I called, I was told that the package is lost in the mail! I asked how I would have known had I not contacted QVC Customer Service?

No answer!!!

When I have had packages lost in the mail from other shopping channels I was notified by email.

Has anyone else had this experience? I don't have time to be checking on status of my orders. Not what I would consider convenience!!!

Re: Disappointed with Customer Service!

Mistreatedbycs — Sat, 22 Jul 2017 16:08:36 GMT

This doesn't make any sense, it usually takes 10-14 days for a package to be determined lost in the mail. There should be a tracking number associated with your package and it doesn't matter if it's a drop ship from the company or a Q direct package, everything has a tracking number.

I would request the Q's mod's to help you.

Re: Disappointed with Customer Service!

Pearlee — Sun, 23 Jul 2017 00:40:14 GMT

@Major Shopper wrote:
Just got off of the phone with a supervisor from Customer Service. I placed an order for hair conditioner on July 9th and still have not received the product.

Called to customer service last week and was told to give it a few days because product was being shipped directly from manufacturer.

Today when I called, I was told that the package is lost in the mail! I asked how I would have known had I not contacted QVC Customer Service?

No answer!!!

When I have had packages lost in the mail from other shopping channels I was notified by email.

Has anyone else had this experience? I don't have time to be checking on status of my orders. Not what I would consider convenience!!!

@Major Shopper If it was lost by the USPS, how would QVC know? Do you think QVC keeps tracking everyone's package it has sent out until it is received? How could QVC possibly have the time to do that? QVC has always either replaced my lost items (if in stock and if I wanted a replacement) or refunded my money, once I pointed out to CS that it was lost and after I'd waited the appropriate amount of time QVC advised me to wait to see if it would still show up. That was all reasonable to me.

Re: Disappointed with Customer Service!

Major Shopper — Sat, 22 Jul 2017 23:41:25 GMT

@Pearlee Thanks for your response.

Re: Disappointed with Customer Service!

Major Shopper — Sat, 22 Jul 2017 23:46:39 GMT

@Mistreatedbycs My thoughts exactly!!! Customer service was of NO help whatsoever!!!

If there is a mod here, could you please help? Thanks!

Re: Disappointed with Customer Service!

Beth-QVC — Sun, 23 Jul 2017 00:46:36 GMT

@Major Shopper

I do apologize for the inconvenience of this order. As the representative explained this item is a new one for QVC and as such came directly from the vendor. However, the item had only one scan (billing information received) and and by this time we (QVC) consider it to be lost but we were not notified. The representative you spoke with is sending you a replacement that should arrive on or about the 26th. Again I am truly sorry this happened.

Beth QVC

Re: Disappointed with Customer Service!

Mistreatedbycs — Sun, 23 Jul 2017 02:36:57 GMT

@Major Shopper That's nice the Q is having another product shipped to you but if the billing information is only scanned, I highly doubt your product was even shipped the first time...should be interesting if you actually receive 2 shipments at some point.

I'm glad the mods helped you.

Re: Disappointed with Customer Service!

Major Shopper — Sun, 23 Jul 2017 14:23:01 GMT

@Beth-QVC @Mistreatedbycs Thanks for your help with my issue! Nice to know that this is a place to come with concerns and there are wonderful people to help!

Re: Disappointed with Customer Service!

Sueliz — Mon, 24 Jul 2017 11:58:58 GMT

@Major Shopper wrote:
Just got off of the phone with a supervisor from Customer Service. I placed an order for hair conditioner on July 9th and still have not received the product.

Called to customer service last week and was told to give it a few days because product was being shipped directly from manufacturer.

Today when I called, I was told that the package is lost in the mail! I asked how I would have known had I not contacted QVC Customer Service?

No answer!!!

When I have had packages lost in the mail from other shopping channels I was notified by email.

Has anyone else had this experience? I don't have time to be checking on status of my orders. Not what I would consider convenience!!!

Yes @Major Shopper, it's happened to me 3x in 2 years. Status would show as shipped and then it would say there is no information available. When I called CS they had absolutely no clue as to where my packages were. If I hadn't called I would have been waiting forever. In all 3 cases the items had to be resent.