topic Re: customer SERVICE??? in Customer Care

customer SERVICE???

Debsters — Mon, 22 May 2017 16:50:17 GMT

It seems everytime I e-mail CS they do not bother to actually READ what I have written. I get canned responses and most of them hav enothing to do with what I wrote. Are they not hiring English reading people here or are they too lazy to read the whole e-mail and just see a word, then think...oh yeah, I will send out THIS response!!

AND...they also do not bother to look at what I have entered for order and/or item number. Just today I got a response asking for the item numer, which was right in front of them on the form...

What gives QVC??

Re: customer SERVICE???

PinkyPetunia — Mon, 22 May 2017 17:10:43 GMT

Have you tried calling Customer Service? That will get your problem solved quickly, I'd be willing to bet.

Re: customer SERVICE???

Krimpette — Mon, 22 May 2017 17:13:15 GMT

I agree with PinkyP - why not just call C/S?

Re: customer SERVICE???

KingstonsMom — Mon, 22 May 2017 17:16:26 GMT

Better yet, post your problem on the Customer Care forum here, the Social Team is very quick to respond and try to help with your problem!

Re: customer SERVICE???

Gram W — Mon, 22 May 2017 17:26:03 GMT

I also have found the Social Team here on Customer Care extremely helpful. They respond and get back with your requested information very quickly.

Re: customer SERVICE???

ajsidney12 — Mon, 22 May 2017 17:39:31 GMT

I personally have emailed, messaged and called CS on separate occassions and have always recevided prompt and accurate information regarding a variety of inquiries. I would also like to state they did not appear to be "canned responses". If one avenue did not work for me, I would try their other offerings to reach someone who gives you the information that you require. Good luck!

Re: customer SERVICE???

newagain888888 — Mon, 22 May 2017 18:40:02 GMT

I absolutely agree with you. I normally prefer to handle an unresolved issue in writing and have sent clear, specific messages when I have had a major problem that I needed additional help in correcting. I've always taken the time to include all of the relevant info. in an easy to read, understandable format, and edit my notes for clarity and brevity. Still...

My husband and I have marveled at the responses. They could not have possibly read my message as the reply 1-either asked for info. already provided in my e-mail or 2- it had nothing whatsoever to do with my question or issue. This was more often the case. I no longer send e-mails.

I always get much better Customer Service by phone. It makes me think that with customer service e-mail, there might be one single person huddled in a back room somewhere going through thousands of e-mails with not enough time allowed to actually read each one.

The Social representatives here are also very responsive and helpful!

Re: customer SERVICE???

Lila4Now — Mon, 22 May 2017 18:46:02 GMT

I tried to email QVC a couple times with simple questions. I got canned responses that had nothing to do with what I asked. I gave up on that route of communication with them. A canned response is nothing more than an insult in my book most of the time. I've tried calling, and that's only a 50/50 chance of being helpful. Sometimes you can tell the person isn't even listening to what you're saying. You can tell they're doing something else while talking to you. My experience had made me think twice before I order some products. If there's an issue with the product, I don't feel I will get any real help from them.

Re: customer SERVICE???

Beth-QVC — Mon, 22 May 2017 18:52:26 GMT

@Debsters

We would be happy to assist you at any time. Please send an email to QVCSocialTeam@qvc.com and we will respond as quickly as possible.

Beth QVC

Re: customer SERVICE???

Peaches McPhee — Mon, 22 May 2017 19:06:18 GMT

Agree 100% @Debsters. If they are going to have such a system for CS, make it work properly.

Re: customer SERVICE???

makena — Mon, 22 May 2017 20:25:29 GMT

Don't be so hasty to always blame CS. If what you are putting in writing is not clear things can get confusing. Communication on both parts is key. The best way is to talk with someone. Have them reiterate what was said to make sure it's clearly understood. You can always ask for an email confirmation of what was discussed.

People dont' want to take the time to call and communicate face to face. I think that's part of many problems and mix ups.

Re: customer SERVICE???

BirkiLady — Mon, 22 May 2017 21:23:50 GMT

WOW - Thought I was the only one who received such ignorant responses from QVC's customer service. I've even had one crazy phone call from a female CSR who didn't have a clue why she had been told to call me. She was told to say something, but didn't have the entire e-mails or my account history in front of her. Of course, when I mentioned my side of the story, she was completely lost of didn't have a script to read from! Thanks for bringing this lack of educated, ambitious or caring customer service reps. to the Q's attention. I've tried and tried over the past couple of years without any result. SMH at their canned responses and idiotic excuses.

Re: customer SERVICE???

reylyn — Mon, 14 Aug 2017 19:05:53 GMT

I'm just curious if anyone received a Judith Ripka product in this manner, I purchased the JR sterling tassel necklace and I sent a check for it and although the order was complete it was on backorder for awhile, I just received it and it was not in the JR box or bag it was in a QVC packaging and the plastic bag looked like it had been around the block a few times, I called customer sevice and asked if I might have gotten and "as is" product and explained exactly what I just said and she said "I don't know" twice and had nothing to offer I thought it was strange and ended the call, have any of you received Judith Ripka products in this manner, I know it was on sale but it still was a substancial price for what it is. Thank you for any ideas you can share.

Re: customer SERVICE???

Beth-QVC — Mon, 14 Aug 2017 19:49:56 GMT

@reylyn

We are looking into this and will email you directly...

Beth QVC

Re: customer SERVICE???

KathyPet — Mon, 14 Aug 2017 20:08:04 GMT

I have that necklace and received it in a long brown velvet pouch and a JR necklace length box.

Re: customer SERVICE???

YankeefanMark — Mon, 14 Aug 2017 21:41:05 GMT

I have been trying to get something resolved since June and its like dealing with Dume and Dummer

Re: customer SERVICE???

YankeefanMark — Mon, 14 Aug 2017 21:42:26 GMT

Every time I call for the same problem I keep getting a different answer and still not solved.

Re: customer SERVICE???

YankeefanMark — Mon, 14 Aug 2017 22:07:26 GMT

I just called Sunday and when the person on the phone could not help I asked to speak to a supervisor he told me that on Sunday there are no supervisors and I said that I was going to get ahold of someone at the corporate office.He said I have to do what I have to do. Two hours later a woman called to let me know she was a supervisor and that she is there every Sunday. She could not give me a reason why coustomer service cancels my order and attempts to reorder it again. I have placed this order in June and had it cancel out twice and reordered by coustomer service themselves. The original item number shows its in stock. The one that coustomer service reorders showes sold out. I was told by the so called supervisor that it shows in stock because the company QVC buys it from will not ship it until it gets more orders for it. If this isn't a load of ******. I wish they had better training in the lieing departnment. It seams QVC is going down in the coustomer service department. WHY THE LIES QVC !!!!!!!