topic Re: Delivery Promises Not Fulfilled in Customer Care

Delivery Promises Not Fulfilled

jonrich614 — Tue, 18 Dec 2018 18:41:20 GMT

I placed an order on December 13th for an Apple Watch and a Nintendo Switch. Both items stated delivery guaranteed by Christmas. I just got an email today stating that neither item will be here. The Apple watch was a gift for me from my husband (which is now a ruined surprise) but I NEED the Switch, it is the only thing I bought my kids for Christmas and cannot have nothing waiting for them when they wake up on Christmas. To say I am upset is an understatement. The email that I got said that the items have to be sent by the vendor and that is what caused the hold up, however I called and spoke to a customer service rep and was told that it was QVC that held the order. After speaking with her for several minutes, she began YELLING at me and then disconnected the call. I am even more upset now and need this issue to be resolved immediately. I do not have the money to go to Target or a store to buy the item, that is why I ordered through here. She did state before she started yelling at me that I could order it today and have it shipped to receive before Christmas--so why can't that be done now?! She also attempted to charge my card without my consent and order me another one! This is COMPLETELY unacceptable.

Re: Delivery Promises Not Fulfilled

Kachina624 — Tue, 18 Dec 2018 18:47:10 GMT

We usually get these "QVC ruined my children's Christmas " after Christmas. We're early this year. I'm sure our moderators will be able to tell you whst's going on.

Re: Delivery Promises Not Fulfilled

loriqvc — Tue, 18 Dec 2018 18:57:24 GMT

@jonrich614 - If you don't want to wait for a forum moderator to see your message, you can try emailing the team directly at QVCSocialTeam@qvc.com with your order details. Someone should be able to quickly assist you. Good luck!

Re: Delivery Promises Not Fulfilled

jonrich614 — Tue, 18 Dec 2018 19:00:15 GMT

I'm not trying to give a sob story, just want to know why I was promised an item would be here and now all of the sudden it isn't. I was offered a credit, but I don't want a credit or freebie-just the item that I paid for. Trust me, if I could have gone to Target and purchased it outright I would have, unfortunately that just wasn't an option this year..

Re: Delivery Promises Not Fulfilled

loriqvc — Tue, 18 Dec 2018 19:04:49 GMT

@jonrich614 - Seriously, reach out to the QVC Social Team; they are excellent to work with and often have magical powers that get things done when other attempts have failed. I hope they can help you!

Re: Delivery Promises Not Fulfilled

jonrich614 — Tue, 18 Dec 2018 19:08:44 GMT

@loriqvc that's apparently easier said than done, I'm having a very difficult time finding someone to help me unfortunately.

Re: Delivery Promises Not Fulfilled

Laura14 — Tue, 18 Dec 2018 19:12:01 GMT

@jonrich614 I know how frustrating this is for you. But bear in mind, a CSR would love to send you the item in time for Christmas rather than having a bad phone call like you just did. Sometimes things are just out of everyone's control.

Please try the other tips and see if they can work a miracle for you. Fingers crossed!

Re: Delivery Promises Not Fulfilled

loriqvc — Tue, 18 Dec 2018 19:31:07 GMT

@jonrich614 - I posted the email address for the QVC Social Team in this thread. Try it!

Re: Delivery Promises Not Fulfilled

jonrich614 — Tue, 18 Dec 2018 19:25:04 GMT

@loriqvc I'll try that now, thank you for your help!

Re: Delivery Promises Not Fulfilled

wingnut — Tue, 18 Dec 2018 20:08:21 GMT

@Kachina624 wrote:
We usually get these "QVC ruined my children's Christmas " after Christmas. We're early this year. I'm sure our moderators will be able to tell you whst's going on.

I was wondering when they would start. I've been checking daily!

Re: Delivery Promises Not Fulfilled

homedecor1 — Tue, 18 Dec 2018 20:20:49 GMT

@jonrich614

I'm a longtime Q shopper & have purchased big ticket items yet when I read posts like yours "CS rep Yelled" I find this hard to imagine. I've had my fair share of problems with a order and contacted CS and never have experienced what "new posters" like you have.

I would assume you were upset & most likely, were not the calmest & I would as a CS rep hang up because they were getting no where as you weren't accepting of the explanation.

As for ordering from Q for a specific item -- definitely not a good idea unless you have enough time to be shipped from vendor adding days of processing & who knows how long it takes for delivery with so many new options!

What I don't understand if you truly need this Nintendo item why didn't you allow the re-order if they offered but I certainly can't imagine they can guarantee delivery.

Re: Delivery Promises Not Fulfilled

loriqvc — Tue, 18 Dec 2018 20:41:48 GMT

@homedecor1 - Although the vast majority of my experiences with QVC customer service over the years have been simple and nice, I have had two very bad experiences as well, so I don't think it's safe to assume that the fault is always on the side of new posters. I am far more likely to believe that is the case when someone posts a complaint and never returns to the forums than I am when the person comes back and responds to comments.

And whether you're a new Q shopper or not, why wouldn't you expect that an item you ordered would be delivered to you as promised? It's true that QVC's order processing time is much longer than many people might expect, but that only sounds like the beginning of the problems experienced by the OP.

From seeing you around the forums, I know that you usually are not a critical person, but I felt that I needed to say something here; the OP is clearly distressed and looking for help, and this post is just going to cause more frustration.

Re: Delivery Promises Not Fulfilled

Kachina624 — Tue, 18 Dec 2018 20:47:48 GMT

@homedecor1. @loriqvc. Usually customer service reps are instructed to end calls if the customer becomes abusive or uses profane language. I know; I worked in a J.C. Penney Catalog Center part-time for 3 years. Fun job helping people shop.

Re: Delivery Promises Not Fulfilled

homedecor1 — Tue, 18 Dec 2018 21:21:49 GMT

@loriqvc

yes I am sorry if I seem "harsh" but I can only imagine a rep hanging up (actually disconnecting call) because they are being yelled at.

True not all my issues were solved yet I think when ordering for "first time" or a "big ticket item" Q needs to be more forthcoming with the hosts telling to allow extra time. Unfortunately, it's all about the $$$$.

Believe me what truly annoys me most is the other day selling the Bose headphones -- a caller who was buying 6 sets asks this rep I'm buying for my "tech savvy" older children is this the best on the market? He thought for a minute-- then the host answered "yes best on the market.". then caller asks "eventhough they aren't wireless?". Rep again stops to think how to answer -- host jumps in "you'll not find a better price and they are the most updated version & they won't be here after Christmas". (Well, BOSE does make a wireless version and why lead the caller to believe it's the newest on the market).

. Plus, the host said 10xs guaranteed christmas delivery😉

Thank you for pointing out I was perhaps "critical" but then again,I don't see the mods (esp. ones who normally patrol these boards) stepping in to help -- makes me think there is more to this story than just delayed shipping.

Re: Delivery Promises Not Fulfilled

jonrich614 — Tue, 18 Dec 2018 21:53:57 GMT

@homedecor1 just because I am a “new poster” here doesn’t mean I’m a new shopper. I’ve purchased from QVC before and have never had an issue. I was posting here, not to get my character attacked but in hopes of someone being able to hopefully offer assistance. I can assure you I treated the reps other nothing but respect and stated several times that I knew the issue wasn’t specifically her fault, having worked in CS before I would never curse at someone or accuse someone of something that isn’t their doing.
As I stated before I’ve never had an issue before ordering from QVC. I admire the fact that you apparently have never struggled financially or in your life but that isn’t the case for a lot of people. I’m not going to get into the details of my life that are none of your business but I can assure you that if I was able to walk into Target and purchase this right now to ensure that I have it, I would. Thank you @loriqvc for sticking up for me and exactly like you said, if I order an item and it states guarantee by 12/25, I wouldn’t think I have any reason to be concerned that it wouldn’t be here.

Re: Delivery Promises Not Fulfilled

loriqvc — Tue, 18 Dec 2018 21:57:26 GMT

@jonrich614 - Were you able to get help from the QVC Social Team so you know what's going on with your order?

Re: Delivery Promises Not Fulfilled

yamma024 — Wed, 19 Dec 2018 00:07:15 GMT

They keep saying they guarantee your order to be there by Christmas, but don't say what they will do for you if it doesn

't. How about a credit!!

Re: Delivery Promises Not Fulfilled

homedecor1 — Wed, 19 Dec 2018 00:18:46 GMT

@jonrich614

please accept my apology as @loriqvc pointed out I went a little off the "rail"...the bottom line is "host & Q assure Christmas delivery". Funny thing today is a cold day & I'm home so I've flicked on Q more than anytime this season. The host must have said 100x's "order today "guaranteed" delivery by Christmas".

I hope you receive your items.

Re: Delivery Promises Not Fulfilled

chrystaltree — Wed, 19 Dec 2018 00:27:32 GMT

I don't what to say except that you're taking chances if you wait until 12/13 to order something that you absolutely must have by Christmas from any shopping channel. Stuff happens and as an adult, we all should know that. I'm sorry this happened to you but it doesn't really surprise me. My own cut off date for ordering must have Christmas gifts was 12/10 and even that was cutting it close. I suspect that your situation really is like one from yesterday. You wanted to purchase to pricey items on Easy Pay but you don't have the full price for those items available on your credit card now. That's why c.s. said that you could order them now to be shipped before Christmas. She meant if you pay now and don't use Easy Pay because both items are available so the vendor not being able to fulfill the order is not correct.

Re: Delivery Promises Not Fulfilled

KaliaMonet — Wed, 19 Dec 2018 02:31:05 GMT

New account complaining about Christmas being ruined. Something smells here...

Yet, you easily spent close-to or over $1K on two items-- one for you, one for your kids-- when could have easily spent money on smaller, more meaningful gifts instead of the most recent tech.

@jonrich614 wrote:
I admire the fact that you apparently have never struggled financially or in your life but that isn’t the case for a lot of people. I’m not going to get into the details of my life that are none of your business but I can assure you that if I was able to walk into Target and purchase this right now to ensure that I have it, I would.