topic Re: disappointed in Customer Care

disappointed

matty liz — Thu, 27 Sep 2018 23:36:03 GMT

This is the firsttime in being with QVC from the start, that I was totally ignored by CS. They spoke to me but very removed. I received a Joan Rivers $60 sweater that was completely made inside out. Couldn't believe it. They said they weren't responsible and I was free to return. It will take me awhile, if ever, to shop QVC.

Re: disappointed

Glitter51 — Thu, 27 Sep 2018 23:47:52 GMT

Maybe I’m missing something??? You can return it for free, just be sure to mark defective. Plus, CS is correct- they aren’t responsible for it. Granted, it should have been caught by quality control, but CS can’t help that.

Re: disappointed

chessylady — Thu, 27 Sep 2018 23:49:50 GMT

You were probably speaking with a low wage person who may not have been trained very well. No quality or convenience anymore. Don't take it personally.

Re: disappointed

phoenixbrd — Fri, 28 Sep 2018 01:41:12 GMT

Unfortunately, sometimes one person represents a whole company, This is why every communication with clients is important and it is critical that QVC encourage their customer service employees to be helpful and polite. I'll bet they do.

You may have connected with someone who was having a bad day and was not as engaging as you would have wanted. All of my communication with the customer service desk has been cordial and some have gone above and beyond. There might be that one day where I reach a disgruntled employee, I would not base my opinion of QVC on that one employee.

Re: disappointed

ValuSkr — Fri, 28 Sep 2018 00:44:25 GMT

Wow, the sweater was made inside-out? Could you turn it inside-out so it would then be right-side-out? Or do you mean the buttons etc. were on the outside of the garment, but unfortunately the outside of the garment should have been the inside?

Re: disappointed

Venezia — Fri, 28 Sep 2018 03:56:25 GMT

I don't get it. This is the "first time" the OP has been unhappy with CS, after being a customer "from the start" and that's enough to make her say she'll likely never shop with them again?

It sounds as if the CS rep told her the only possible solution - return it for a full refund, including her original shipping (or I'm sure a replacement, if that was her preference). What else could the CS rep be expected to do?

What exactly did the OP expect? QVC didn't make the sweater. They cannot be expected to inspect every single item (garment or otherwise) that comes into their warehouse. I'm sure they pull random samples, just like any other company would do. But stuff still happens!

What has happened to people nowadays, that they expect nothing to ever go wrong or, when it does, to blame CS for what seems to be a perfectly reasonable response.

I'm SMH wondering what else the OP required from the CS rep.

Re: disappointed

Kachina624 — Fri, 28 Sep 2018 05:19:33 GMT

Excellent response @Venezia. You hit the nail on the head.

Re: disappointed

Caaareful Shopper — Fri, 28 Sep 2018 10:41:27 GMT

@Venezia Exactly what I was thinking. Still shaking my head.

Re: disappointed

matty liz — Fri, 28 Sep 2018 12:57:28 GMT

Sorry, I didn't explain myself very well. I loved the sweater, the color, the weight, the style but when I had it on, I thought something was off. then I noticed the knit.. I checked the discription to see if it was like some of Lori's clothes reverse knit but it didn't say that. I called CS and she said that was what the swing knit meant, which didn't sound correct so I asked to speak to a supervisor to clarify because if it was to be like that I didn't want to reorder. It just didn't look right. She said the person would call me back within 2 hours. That was fine. No call, so I tried the online chat but she coldn't answer my question so I called back and got someone. She said she would send another sweater out so I could compare but the whole thing was too much. I'm aware of mistakes, I make them. I was just trying to see how I could get a correct answer. I tried it inside out and you couldn't wear it that way. I hope you can see I just wanted the same sweater but not inside out. You really jumped to the wrong conclusion.

Re: disappointed

Group 5 minus 1 — Fri, 28 Sep 2018 19:02:04 GMT

What is the item number?

Re: disappointed

Carmie — Sat, 29 Sep 2018 00:11:55 GMT

@matty liz Customer Service representatives sit at a desk in a room full of cubicles and. They have a computer screen in front of them.

All they know and all they can see is what is on the computer. They do not work in the warehouse or the studio. They don't know what the products look like in person.

They are there to help customers with returns, purchases and the like. The representative you spoke to said she would send you another one to compare, or you could return it.

IMO, you are expecting the impossible. The customer service rep is not gonna get a sample of the sweater and check it out for you and tell you what it should look like. The CSR might be in a state where there is no QVC warehouse. She would not have access to see the sweater in person

If all you wanted to do was return the sweater for a new one...what's stopping you?

I don't understand why you are upset. It sounds like a lots of drama over nothing.

Re: disappointed

Mom2Dogs — Sat, 29 Sep 2018 00:20:07 GMT

Personally I think some people like to post about what happened to them....sometimes very small, and act like it was a huge issue for them....they want people to be sympathetic towards them.......

Re: disappointed

NYC Susan — Sat, 29 Sep 2018 00:48:58 GMT

@matty liz wrote:
Sorry, I didn't explain myself very well. I loved the sweater, the color, the weight, the style but when I had it on, I thought something was off. then I noticed the knit.. I checked the discription to see if it was like some of Lori's clothes reverse knit but it didn't say that. I called CS and she said that was what the swing knit meant, which didn't sound correct so I asked to speak to a supervisor to clarify because if it was to be like that I didn't want to reorder. It just didn't look right. She said the person would call me back within 2 hours. That was fine. No call, so I tried the online chat but she coldn't answer my question so I called back and got someone. She said she would send another sweater out so I could compare but the whole thing was too much. I'm aware of mistakes, I make them. I was just trying to see how I could get a correct answer. I tried it inside out and you couldn't wear it that way. I hope you can see I just wanted the same sweater but not inside out. You really jumped to the wrong conclusion.

If they actually said, they "weren't responsible", as you said in your first post, then I agree they shouldn't have used those words, especially if they were said in a dismissive manner. I wonder, though, if perhaps there was nothing else left for them to say at that point.

It sounds as though they offered you several options in an effort to make you happy. You felt it "just didn't look right", but you didn't want to return it, so they offered to send another so you could compare. But you "decided the whole thing was too much", and rejected that offer. I'm really not sure what else they could have done for you.

You "just wanted the same sweater but not inside out". I understand that. How do you think they can make that happen? What was it you wanted them to do?

Re: disappointed

Group 5 minus 1 — Sat, 29 Sep 2018 12:08:25 GMT

What is the item number?

Re: disappointed

matty liz — Sat, 29 Sep 2018 12:52:25 GMT

Wow, I don.t even like me now. You guys are funny.

Re: disappointed

Group 5 minus 1 — Sat, 29 Sep 2018 14:14:16 GMT

Item number?

Re: disappointed

matty liz — Sat, 29 Sep 2018 18:03:35 GMT

A342261

Re: disappointed

Group 5 minus 1 — Sat, 29 Sep 2018 18:34:46 GMT

Just looked at it. I think it is the knit pattern that you dislike. I just do not care for it,period.

I still do not know what you want the Q to do. Just return it.

Re: disappointed

San Antonio Gal — Sat, 29 Sep 2018 18:46:40 GMT

So was this top made inside out??

Re: disappointed

Group 5 minus 1 — Sat, 29 Sep 2018 22:36:04 GMT

So once again,what do you want the Q to do?