topic Re: GIFT EXCHANGER BEWARE! (and a rude customer service rep!) in Customer Care

GIFT EXCHANGER BEWARE! (and a rude customer service rep!)

lmo76 — Mon, 20 Jan 2020 20:01:39 GMT

I'll begin with: I am a QVC customer, and have been for many years.

I received a pair of gray Earth Origins clogs for Christmas from my mother. I already own a gray pair, so I asked her for the original return/exchange slip so that I could send them back to exchange for the same clogs, but a different color.

I contacted QVC about the exchange. The customer service rep I spoke with told me that she was leaving notes on the order regarding the exchange (same size, but different color). When speaking with her I mentioned that I do not live near my mother, who is currently out of town for an extended period, so I will need to have the exchange sent to me, since I was the GIFT RECEIVER! and nobody is available to receive a delivery at the original purchaser's residence. Makes sense, RIGHT????? She told me to include a note with the return/exchange slip as to where the new pair of clogs should be sent.

I followed her instructions and was awaiting my new shoes.

This past week when I contacted customer service because I had neither seen nor heard anything about the order (it had been 12 days from the day I returned them), I was told that they would be delivered the next day. Yay!

This morning I contacted customer service again because I still have not received them. The rep I spoke with told me they had been delivered...TO THE GIFT PURCHASER'S ADDRESS!!!!!!!!!!!!!!!!!! I explained to her that I had followed the instructions of the original rep to which she responded, "Well, the system is not set up to return items that way. The person you spoke to was wrong." This morning's rep was RUDE: speaking in a "snotty" tone of voice and interrupting me multiple times while I was explaining the situation and attempting to ask questions.

THE REP: "They were delivered. What do you want me to do? I can only issue you a refund."

WHY WOULD YOU SHIP A GIFT EXCHANGE TO THE GIFT PURCHASER AND NOT RECEIVER?

C'mon QVC! Different answers from different reps and a ridiculous exchange policy.

So very disappointing.

Re: GIFT EXCHANGER BEWARE! (and a rude customer service rep!)

eddyandme — Mon, 20 Jan 2020 17:02:19 GMT

I can certainly understand your frusration, @lmo76 . However, I must side with the Q on this one. Your mother ordered them and had them delivered to her address. So, QVC had to send them to her address 'cause she was the purchaser. Had your mom sent the gift directly to your address, then QVC could have sent them directly to you. You ust realize QVC has no way of knowing these were a gift to you so inho it would be like your purchasing something and they delivered it to a different address like your neighbor's per se. They've got to follow the paper trail in other words.

As far as the customer service rep being, you could have asked to be transferred to a supervisor and made a complaint at that time - doubt that they record all calls, but if there have been other complaints they'd be aware they've got an employee who might be better off working in another position.

At this point, I'd just let it go: it is what it is.....

Re: GIFT EXCHANGER BEWARE! (and a rude customer service rep!)

fthunt — Mon, 20 Jan 2020 17:12:35 GMT

QVC handled it properly. Who's home and who's not isn't their responsibility. Getting your exchange satisfied.....is.

Sorry

Re: GIFT EXCHANGER BEWARE! (and a rude customer service rep!)

Love my grandkids — Mon, 20 Jan 2020 17:17:41 GMT

@eddyandme I could very well be wrong, but I'm pretty sure I've read here a number of times that people request to speak to a supervisor and have been told that it's not possible.

Re: GIFT EXCHANGER BEWARE! (and a rude customer service rep!)

tobes — Mon, 20 Jan 2020 17:22:12 GMT

@lmo76 take the money and run.

Re: GIFT EXCHANGER BEWARE! (and a rude customer service rep!)

eddyandme — Mon, 20 Jan 2020 17:22:25 GMT

@Love my grandkids wrote:
@eddyandme I could very well be wrong, but I'm pretty sure I've read here a number of times that people request to speak to a supervisor and have been told that it's not possible.

That being the case, the caller should request/demand to have a supervisor call back. If no callback, write a complaint letter to the PTB admin asst or PR dept. A no callback is unacceptable, imho.

Re: GIFT EXCHANGER BEWARE! (and a rude customer service rep!)

KingstonsMom — Mon, 20 Jan 2020 17:39:34 GMT

It's obvious to me that the OP is very upset about this as evidenced by the tone of her post here, so I can only imagine the tone used with the CS rep.

I'm not saying that the CS rep wasn't rude, since I wasn't privy to this particular conversation.

But I CAN say that after shopping here for over 25 years, I have never had a CS rep be rude to me.

Sometimes some people interpret not getting what they want, as being rude.

Re: GIFT EXCHANGER BEWARE! (and a rude customer service rep!)

millieshops — Mon, 20 Jan 2020 17:41:55 GMT

I wonder what the working conditions are for the customer service reps. Do they all work in cubicles in one big room where there are supervisors available to handle unusual requests? I can't imagine any company giving carte blanche to a first-level CS person to authorize shipping anything to anyone other than the purchaser.

I know OP was frustrated, but whoever was on the other end probably was also. Two frustrated prople rarely get to a proper solution.

As for the BEWARE warning - not applicable here. I don't want QVC to have a policy to send anything I order to an address I personally don't authorize.

Re: GIFT EXCHANGER BEWARE! (and a rude customer service rep!)

lmo76 — Mon, 20 Jan 2020 19:09:23 GMT

You are correct in that you can only assume since you were not privy to the phone call.

I was actually pleasant with the rep until she continued to interrupt me as I was trying to explain the situation and ask questions.

And... just because you've never had a rep be rude to you, doesn't mean it can't happen.

By no means did I "interpret not getting what they want, as being rude".

Thanks!

Re: GIFT EXCHANGER BEWARE! (and a rude customer service rep!)

lmo76 — Mon, 20 Jan 2020 20:00:26 GMT

No need to be sorry.

The fact that nobody was home to receive a delivery is not the problem, and I agree that it's not QVC's responsibility.

Being told 2 different things by 2 different people (the seccond of whom was snippy even though I started the conversatoin very politely) who work in the same department for the same company, is.

Had I been given the correct infromation from the very beginning, this whole scenario would have turned out very differently.

Re: GIFT EXCHANGER BEWARE! (and a rude customer service rep!)

Lipstickdiva — Mon, 20 Jan 2020 20:08:01 GMT

Gift receipients can return items that were a gift and get a QVC credit so I'm not sure why the recipient can't make an even exchange.

Just because someone has never had the experience of a CS being rude, don't assume it doesn't happen. I've had a rude CS rep before. Very rude.

As far as their working conditions, I believe some of them work out of their home. I saw an ad on-line once that HSN was hiring CS reps and it was a work from home position.

Re: GIFT EXCHANGER BEWARE! (and a rude customer service rep!)

SandySparkles — Mon, 20 Jan 2020 20:11:12 GMT

@lmo76 Wow! I am so sorry to read about your recent customer service experience, and certainly empathize at how defeated you must feel. I think the information the CS rep offered, was correct per their policy, and hope this unpleasant experience will be a distant memory for you soon. Sometimes we just need to vent, and I'm glad this opportunity was here for you.😊

~~~All we need is LOVE💖

Re: GIFT EXCHANGER BEWARE! (and a rude customer service rep!)

Foxxee — Tue, 21 Jan 2020 00:38:32 GMT

The point is the CS agent was wrong and @lmo76 is right for being frustrated that QVC's agents are not trained properly.

Also, the CS agent became rude. A "no no" for customer service agents. No excuses! They are supposed to be trained how to deescalate angry and frustrated customers? It's the retailer's responsibility to smooth things over and make the customer happy.

We heard about rude CS agents here before. OPs have been accused of being rude...they are blamed for CS agents rude reaction. See second paragraph.

Re: GIFT EXCHANGER BEWARE! (and a rude customer service rep!)

mspatmac — Mon, 20 Jan 2020 22:50:19 GMT

Unfortunately you were given incorrect information from the first CSR. QVC had no proof the purchaser gifted you the shoes or they were stolen by a porch pirate, therefore they had to be shipped to the original address. They offered a credit which is a surprise since they shipped the replacement shoes. If that is correct and you accept they will issue the credit to whatever method of payment was used.

There is never a time rude service is acceptable and I'm sorry for your experience.

Re: GIFT EXCHANGER BEWARE! (and a rude customer service rep!)

San Antonio Gal — Tue, 21 Jan 2020 00:42:36 GMT

Sorry you had this experience @lmo76 . There is no excuse for a CS rep to be rude to a customer. I understand mistakes can happen, but there is NO exuse at all for a rep to have treated you like that. It's a hit or miss on getting a polite rep at the Q.