topic Re: Moderators Please Read: Will QVC do the right thing? in Customer Care

Moderators Please Read: Will QVC do the right thing?

PartDeux — Wed, 22 May 2019 14:33:42 GMT

Ordered Valerie's Outdoor Bunny # H220664 "as is" in Ivory. Was shipped the Verdigris instead. Ugh! "As is" Ivory is no longer available, but Ivory is available at the regular price. Called customer service and asked if they would just switch out the color regardless if it is marked "as is" or not. Now waiting for a supervisor to call me. Fingers crossed that QVC will be a stand up company and correct their shipping error. Honorable or not? I'll report back their answer.

Mods: I have called QVC 3x and still no call back. Can you help with this because I've put in enough time and energy. If nothing by this afternoon I'm calling my credit card company and stopping payment.

Re: Will QVC do the right thing?

GCR18 — Mon, 20 May 2019 14:22:16 GMT

It's an unfortunate mistake. I don't believe the Q will make the substitute.

Re: Will QVC do the right thing?

PartDeux — Mon, 20 May 2019 14:40:30 GMT

A little goodwill goes a long way, especially with all of the issues lately. We'll see.

Re: Will QVC do the right thing?

chrystaltree — Mon, 20 May 2019 14:48:06 GMT

Interesting. I can see it from both sides, it will be interesting to see how QVC responds.

Re: Will QVC do the right thing?

QVCkitty1 — Mon, 20 May 2019 15:02:11 GMT

@chrystaltree wrote:
Interesting. I can see it from both sides, it will be interesting to see how QVC responds.

I can too, but excellent customer service is a great business move. People relate their good experiences to others and it’s a win win for everyone involved.

Re: Will QVC do the right thing?

Katnappin — Mon, 20 May 2019 15:08:14 GMT

I have had this happen before and they gave me a full refund and sent a prepaid return label. They would not substitute the full price item for the "as is" that was sent incorrectly. Hope you have better luck!

Re: Will QVC do the right thing?

KingstonsMom — Mon, 20 May 2019 15:17:33 GMT

I've ordered an 'as is' Dooney purse, available in several colors, and was shipped the wrong color in error.

Once received, the color I ordered was no longer available in 'as is', but still available in 'new' at full price.

I certainly didn't expect them to substitute the same bag, same color, but new and at full price, for my 'as is' bag.

Mistakes happen and a company would lose money doing this and if they did it for one customer, they'd have to do it for all.

If the company loses money, guess who pays for it in the long run via higher prices?

JMO.

Re: Will QVC do the right thing?

PartDeux — Mon, 20 May 2019 15:32:08 GMT

Not sure how they would lose money. It's not a piece of clothing, etc. that was worn and returned. A company will lose money because it has lost customers because of their unwillingness to make things right. Like I said, we'll see. So far, no call.

Re: Will QVC do the right thing?

dex — Mon, 20 May 2019 15:35:13 GMT

I think it would be great if they sent out the correct item as it was their mistake.I know that when I make a mistake I always do whatever I can to make it right.It sounds like this happens often enough that their staff could use some extra reminders that color matters.

Re: Will QVC do the right thing?

Bri369 — Mon, 20 May 2019 16:27:25 GMT

They should have notified you and gave the option of canceling your order.

It would be nice if they can substitute the correct color even though the item wouldn't be "as is"

Re: Will QVC do the right thing?

KingstonsMom — Mon, 20 May 2019 16:46:19 GMT

@PartDeux wrote:
Not sure how they would lose money. It's not a piece of clothing, etc. that was worn and returned. A company will lose money because it has lost customers because of their unwillingness to make things right. Like I said, we'll see. So far, no call.

They would lose the money difference in selling the new item at the 'as is' price, when they could sell it at full price.

If they did that for every customer when an order mistake was made, it would add up.

If by "their unwillingness to make things right" you're referring to not granting your request, they would only possibly lose one customer, you.

Re: Will QVC do the right thing?

PartDeux — Mon, 20 May 2019 17:13:24 GMT

"If by "their unwillingness to make things right" you're referring to not granting your request, they would only possibly lose one customer, you."

And that's what matters to me.

"If they did that for every customer when an order mistake was made, it would add up."

Exactly! Consequences for QVC could possibly make things better for their customers in the long run. Why put the onus on customers to pack things up and send them back without QVC having any skin in the game?

Anyway, what I am asking for, I believe, is not unreasonable. Apples to apples switch. Nothing wrong with what I received other then QVC sent me the wrong color. You & I see things differently and I am ok with that. I stand by my original post.

Re: Will QVC do the right thing?

dex — Mon, 20 May 2019 20:58:46 GMT

@PartDeux I agree with you..your mistake you eat it ...business mistake then they eat it.

Re: Will QVC do the right thing?

Anonymous — Wed, 22 May 2019 14:38:44 GMT

This post has been removed by QVC

Re: Moderators Please Read: Will QVC do the right thing?

Anonymous — Wed, 22 May 2019 15:34:26 GMT

Hi @PartDeux I just sent you an email.