topic PROVIDE ACCURATE ESTIMATED DELIVERY DATES in Customer Care

PROVIDE ACCURATE ESTIMATED DELIVERY DATES

KatyCar — Sun, 31 Mar 2019 14:55:54 GMT

QVC, provide an accurate EDD so I can decide if I want to purchase an item.

You have the data to do this. Stop misleading your customers.

Re: PROVIDE ACCURATE ESTIMATED DELIVERY DATES

fthunt — Sun, 31 Mar 2019 14:59:42 GMT

YOU know Q doesn't have any control of a package after it leaves their hands. However, they DO have obligation and control to get that same package OUT their door.

Re: PROVIDE ACCURATE ESTIMATED DELIVERY DATES

Mido-rose — Sun, 31 Mar 2019 15:00:43 GMT

What’s happening to QVC? Quality, Value & Customer Service, truly spectacular core values, for any business. Return to those values, exemplify your mission statement again, please.

If QVC corporate continues to remain unresponsive, regarding OBVIOUS fulfillment and quality issues, I suggest contacting vendors. Sharing our comments and concerns directly with them, might be beneficial. I visited a few vendor/brand websites and observed disclaimers referencing shipping delays. This is a direct quote from a brand exclusive to QVC, “orders are temporarily estimated to ship within 10-14 days from date order was placed”. It appears as though QVC has been more transparent and communicative with its vendors. What about customers? Misleading EDDs are deceptive.

We know that a problem exists. QVC’s internal and external stakeholders (vendors, employees, suppliers), and competitors know as well. It’s not a secret.

Temporary solutions suggested on this forum:

Acknowledge fulfillment issue openly, communicate with customers though an open letter, email, or disclaimer on website;
Provide accurate EDDs;
Allow customers to cancel orders that cannot be shipped on time;
Refund shipping fees or offer account credits;
Acknowledge customer feedback.

Never forget that customers are stakeholders too.

Re: PROVIDE ACCURATE ESTIMATED DELIVERY DATES

IMW — Sun, 31 Mar 2019 15:01:04 GMT

I agree, and tell the hosts to stop saying you’ll receive your purchase in about a week.

Re: PROVIDE ACCURATE ESTIMATED DELIVERY DATES

sunshine45 — Sun, 31 Mar 2019 15:37:38 GMT

i guess i am one of the few who has had no major issues......9 days was the longest period of time from ordering to delivery.

i am looking back through my march purchases:

3/2.....3 clothing items ordered, delivered 3/8

3/2......1 clothing item, 1 shoe ordered, delivered 3/8

3/2......accessory ordred, delivered 3/8

3/8......2 clothing items ordered, delivered 3/14

3/12....1 kitchen item ordered......delivered 3/16

3/12......1 beauty item ordered.....delivered 3/16

3/12......1 clothing item ordered......delivered 3/16

3/16......2 shoes ordered......delivered 3/20

3/16.....2 jewelry items ordered......delivered 3/22

3/19......3 clothing items ordered.....delivered 3/28

3/24......1 electronic item ordered....delivered 3/28

3/24......1 handbag ordered.....delivered 3/29

3/30.......3 clothing items ordered......in process

Re: PROVIDE ACCURATE ESTIMATED DELIVERY DATES

KatyCar — Sun, 31 Mar 2019 15:52:57 GMT

Q does have control over the package by virtue of the contracts they negotiate with their shippers. The number of days the shipper has to deliver a package is a negotiated item. The longer the shipper has to deliver, the cheaper the price charged to QVC.

Re: PROVIDE ACCURATE ESTIMATED DELIVERY DATES

Mido-rose — Sun, 31 Mar 2019 18:04:21 GMT

Here’s a copy of an email that I received, regarding a shipping delay. The item was in “processing”, for 9 days (Raincoat TSV from 3/21). I have received many such emails. This particular purchase was a gift for a dear family member.

“We know you're excited to receive your order, so we're sorry to have to share that there's a delay in shipment that will impact the expected delivery date.

We are working hard to ensure you receive your item as soon as possible and you can expect it to be delivered by Thursday April 4. We encourage you to check your Order Status for the latest tracking information as your order makes its way to you.

Should you have any questions, please contact Customer Service.

Sincerely,

Lisa Norden, SVP Customer Service & Experience”

Re: PROVIDE ACCURATE ESTIMATED DELIVERY DATES

Leelee1123 — Sun, 31 Mar 2019 17:24:43 GMT

@sunshine45 wrote:
i guess i am one of the few who has had no major issues......9 days was the longest period of time from ordering to delivery.

i am looking back through my march purchases:

3/2.....3 clothing items ordered, delivered 3/8

3/2......1 clothing item, 1 shoe ordered, delivered 3/8

3/2......accessory ordred, delivered 3/8

3/8......2 clothing items ordered, delivered 3/14

3/12....1 kitchen item ordered......delivered 3/16

3/12......1 beauty item ordered.....delivered 3/16

3/12......1 clothing item ordered......delivered 3/16

3/16......2 shoes ordered......delivered 3/20

3/16.....2 jewelry items ordered......delivered 3/22

3/19......3 clothing items ordered.....delivered 3/28

3/24......1 electronic item ordered....delivered 3/28

3/24......1 handbag ordered.....delivered 3/29

3/30.......3 clothing items ordered......in process

in my opinion thats still too long

Re: PROVIDE ACCURATE ESTIMATED DELIVERY DATES

KatyCar — Sun, 31 Mar 2019 19:04:49 GMT

How many days after your order was placed did you receive the QVC email? Was it after the original EDD had passed?

Re: PROVIDE ACCURATE ESTIMATED DELIVERY DATES

Anonymous032819 — Sun, 31 Mar 2019 20:13:39 GMT

Yes, we have become a nation of impatient people, who demand that we have our orders in our hot little hands one second after compleating a sales transaction.

The dictionary defination of "estimated" is " a rough or approximate calculation".

In other words, it isn't an exact science.

Any number of things can happen from the time an order is placed, until it arrives at your doorstep, weather, fires, floods, accidents, demand exceeded the supply, etc.

Remember, patience IS a virtue.

Re: PROVIDE ACCURATE ESTIMATED DELIVERY DATES

Mido-rose — Sun, 31 Mar 2019 22:03:53 GMT

The email from QVC was received one day after the EDD had passed. I made the purchase on 3/21, my original EDD was 3/29. QVC contacted me via email on 3/30.

This is the fourth time that QVC has contacted me after the EDD.

I’m hopeful that QVC corporate will address this issue. It’s better to be upfront with consumers. Let us know what’s going on. Give us options, acknowledge our concerns. To solve a problem, you must acknowledge its existence.

JMO, I agree that patience is a virtue. However, accountability is important too.

Re: PROVIDE ACCURATE ESTIMATED DELIVERY DATES

alina1 — Sun, 31 Mar 2019 20:32:50 GMT

From your orders it looks like the longer waiting time for clothes has started since 3/19 and after that order you have not had or received clothes.

My problems started from 3/24. And only with clothes. But now my orders have been processed and waiting for UPS pick up. I wonder how long will it take.

Re: PROVIDE ACCURATE ESTIMATED DELIVERY DATES

Pecky — Sun, 31 Mar 2019 20:49:14 GMT

@sunshine45 wrote:
i guess i am one of the few who has had no major issues......9 days was the longest period of time from ordering to delivery.

i am looking back through my march purchases:

3/2.....3 clothing items ordered, delivered 3/8

3/2......1 clothing item, 1 shoe ordered, delivered 3/8

3/2......accessory ordred, delivered 3/8

3/8......2 clothing items ordered, delivered 3/14

3/12....1 kitchen item ordered......delivered 3/16

3/12......1 beauty item ordered.....delivered 3/16

3/12......1 clothing item ordered......delivered 3/16

3/16......2 shoes ordered......delivered 3/20

3/16.....2 jewelry items ordered......delivered 3/22

3/19......3 clothing items ordered.....delivered 3/28

3/24......1 electronic item ordered....delivered 3/28

3/24......1 handbag ordered.....delivered 3/29

3/30.......3 clothing items ordered......in process

Consider yourself lucky! I was told a of 3/22 and didn't get it until 3/30.

Re: PROVIDE ACCURATE ESTIMATED DELIVERY DATES

Anonymous032819 — Sun, 31 Mar 2019 20:53:54 GMT

@sunshine45 wrote:
i guess i am one of the few who has had no major issues......9 days was the longest period of time from ordering to delivery.

i am looking back through my march purchases:

3/2.....3 clothing items ordered, delivered 3/8

3/2......1 clothing item, 1 shoe ordered, delivered 3/8

3/2......accessory ordred, delivered 3/8

3/8......2 clothing items ordered, delivered 3/14

3/12....1 kitchen item ordered......delivered 3/16

3/12......1 beauty item ordered.....delivered 3/16

3/12......1 clothing item ordered......delivered 3/16

3/16......2 shoes ordered......delivered 3/20

3/16.....2 jewelry items ordered......delivered 3/22

3/19......3 clothing items ordered.....delivered 3/28

3/24......1 electronic item ordered....delivered 3/28

3/24......1 handbag ordered.....delivered 3/29

3/30.......3 clothing items ordered......in process

Nine (9) days?

That sounds reasonable.

Re: PROVIDE ACCURATE ESTIMATED DELIVERY DATES

sunshine45 — Sun, 31 Mar 2019 21:47:10 GMT

@Leelee1123

then i guess that delivery times are subjective.....and i dont find those number of days to be too long at all. have had other companies, including amazon have longer delivery times that some of the delivery times i mentioned.