topic Re: No service = No Sales in Customer Care

No service = No Sales

born2shop — Fri, 19 Jun 2020 00:17:07 GMT

This is a point in time that tests even the best retailers. You can see how companies value customers by how they handle difficult times. I have been, as many of you have, a loyal and engaged customer for 20+ years. This is not the only place I shop. I am appalled by the lack of customer service options available to QVC customers this time. I say this because I have had much better service from a myriad of retailers faced with the same pandemic challenges. I too have reached out to the Q for issues that could not be managed online. I waited for 90 minutes on a call - no response. I called back two days later and they said they could not take any calls - and no options given. I tried the chat option - shut down. I tried emailing and no response. I did get the back door email address from one of the posts here. No one should have to scour posts to get a secret code to get let in. YOU ARE BETTER THAN THIS QVC. Or maybe not. The result will be in sales or lack there of. Why would I continue to purchase items when I can't be sure I'll get assistance if I have a problem. As a result for the first time in 20+ years I have stopped buying from the Q. If they can allocate resources for on air talent they can do the same for support on the service side.

Re: No service = No Sales

Love my grandkids — Fri, 19 Jun 2020 00:26:55 GMT

@born2shop Honeybunch, there is no "secret code". The email for the Social Team is widely posted.

Now that your rant is over, take an aspirin and put your feet up.

Oh and feel free to shop elsewhere!!

And another "I've been a customer for 20 plus years" post!!

Re: No service = No Sales

born2shop — Fri, 19 Jun 2020 00:29:25 GMT

Not a rant. A fact. Retail is a competitive business. If they can't improve, evolve they won't make it. Do you really think that you don't deserve better treatment as a customer?

Re: No service = No Sales

Anonymous032819 — Fri, 19 Jun 2020 00:36:53 GMT

@Love my grandkids wrote:
@born2shop Honeybunch, there is no "secret code". The email for the Social Team is widely posted.

Now that your rant is over, take an aspirin and put your feet up.

Oh and feel free to shop elsewhere!!

And another "I've been a customer for 20 plus years" post!!

😆

Re: No service = No Sales

mspatmac — Fri, 19 Jun 2020 00:56:48 GMT

@born2shop It's not that we disagree with you but every day since forever there has been a myriad of posts started about the same complaints. Perhaps add to one already started.

@Love my grandkids

Re: No service = No Sales

Janey2 — Fri, 19 Jun 2020 01:28:23 GMT

@mspatmac @Do you notice that many of these posts are first time posters? I'm just starting to wonder..........

Re: No service = No Sales

Anonymous032819 — Fri, 19 Jun 2020 01:34:36 GMT

@Janey2 wrote:
@mspatmac @Do you notice that many of these posts are first time posters? I'm just starting to wonder..........

@Janey2

I have been noticing that for awhile now.

Their first (and in most cases only) post is to complain about QVC, and then we never hear from them again.

Re: No service = No Sales

Foxxee — Sun, 21 Jun 2020 18:16:56 GMT

Increasingly I'm seeing newbies find their way here because all other options were exhausted. Of all QVC customers, how many know about QVC's Social Team besides those who come here? How many even know about this forum?

Who could possibly imagine a tiny customer service team whose email address can only be accessed on QVC's forum if someone complains? Then it will be by someone who comments, not QVC.

What is even more perplexing is moderators of the forum are the tiny Customer Service Dept...the Social Team.

A secret code is right. As far as retailing goes, isn't that odd?

Re: No service = No Sales

Diva on The Q — Fri, 19 Jun 2020 02:24:19 GMT

Interesting...I was about to tell those who weren't aware of the link (at the bottom of the QVC webpage) to the email address to reach Customer Service. But...it's no longer there!!! Hmmmmm......

Re: No service = No Sales

Sage04 — Fri, 19 Jun 2020 02:51:00 GMT

A lot of the long time posters are talking about new Posters. Some of these Posters have been long time Customers of QVC. If they cant get throught to QVC the normal way, why not try the Forums. They can rant and rave any way they want. Some of the long time Posters here do the same.

I don't blame them. Let them have their say.

What I can't stand is someone saying "another new Poster complaining" I hate that. Now I feel better. Thanks.

Re: No service = No Sales

GenXmuse — Fri, 19 Jun 2020 03:30:19 GMT

I have no idea why people who complain the most keep ordering. Stop threatening and go somewhere else.

Re: No service = No Sales

NYC Susan — Fri, 19 Jun 2020 04:18:47 GMT

@Love my grandkids wrote:
@born2shop Honeybunch, there is no "secret code". The email for the Social Team is widely posted.

Now that your rant is over, take an aspirin and put your feet up.

Oh and feel free to shop elsewhere!!

And another "I've been a customer for 20 plus years" post!!

Yes, it's posted HERE. For those who happen to be on these forums, and are lucky enough to be helped by kind posters.

The fact is, though, that the vast majority of QVC customers are not on these forums, and many likely have no idea they even exist. QVC is doing a huge disservice to most of their customers by making CS so ridiculously impossible to reach. The average QVC customer doesn't know about the social team here or the email address that can be used to reach them. That info is only available here and only if we happen to stumble upon it or if it's offered by someone.

I also think @born2shop is well aware that there are other places to shop. It sounds to me as though she intends to take her business elsewhere, and I don't blame her.

Re: No service = No Sales

Dawncarp — Fri, 19 Jun 2020 05:55:36 GMT

@ NYC Susan Thank you!!! I am one of those newbies and had no idea about the email address. I was one that waited and waited on the phone to no avail and really came across this out of boredom. That being said, my buying from QVC is down to almost nothing due to their lack of customer service. I am still waiting on refunds and products from April and May so will continue to read here.

Perhaps extending some grace to those that are new to this forum may be helpful. One never knows what they are going through.

Re: No service = No Sales

jackthebear — Fri, 19 Jun 2020 10:20:14 GMT

everyone was a first-time poster at some point

and any business needs to become better at communicating with their customers or lose them

Currently the Q isn't.

I don't have an issue with people posting about their issues and how they can resolve them

Re: No service = No Sales

Mimi 1883 — Fri, 19 Jun 2020 12:03:46 GMT

@born2shop I said this before: QVC should answer their CS phone lines as well as they answer the "Testimonial" callers.

It appears that Q goes the extra mile by employing an ample supply of live operators who promptly take the testimonial callers with the hope that they can persuade viewers to make a purchase. However, they don't seem to provide the same care/consideration by employing an adequate, if any, number of employees to handle the problems with those purchases.

Re: No service = No Sales

dooBdoo — Sat, 20 Jun 2020 02:08:22 GMT

@Diva on The Q wrote:
Interesting...I was about to tell those who weren't aware of the link (at the bottom of the QVC webpage) to the email address to reach Customer Service. But...it's no longer there!!! Hmmmmm......

You're right, @Diva on The Q. There were several places to find "email us" links, and now they're all missing. It looks like it's part of the ongoing website redesign, and not a good one for customers in my opinion.

Re: No service = No Sales

NYC Susan — Sat, 20 Jun 2020 02:43:44 GMT

@Dawncarp wrote:
@ NYC Susan Thank you!!! I am one of those newbies and had no idea about the email address. I was one that waited and waited on the phone to no avail and really came across this out of boredom. That being said, my buying from QVC is down to almost nothing due to their lack of customer service. I am still waiting on refunds and products from April and May so will continue to read here.

Perhaps extending some grace to those that are new to this forum may be helpful. One never knows what they are going through.

I completely understand.

I've been a QVC customer for decades, and have been active on these forums for many years. But I didn't know about the social team email address until fairly recently when I had a lot of trouble getting thru to CS by phone, and another poster suggested I give it a try. So even being on these forums is not enough. Why would anyone think there was another way to reach CS? QVC is certainly not forthcoming about it with the large majority of their customers.

And yes, people should be more kind to new posters. We were ALL new at some point, and I've never understood why new posters so often are greeted with suspicion.

In any case, welcome!! I don't buy very often from QVC anymore (and after my most recent experience, it will be even less), but I do enjoy some of the various topics here, and lots of posters are nice. Some are fun and entertaining too! So I hope you stick around, and I hope you enjoy being here! :-)

Re: No service = No Sales

Dawncarp — Sat, 20 Jun 2020 07:21:57 GMT

Thank you. Since I have more time on my hands these days, I agree, some of these topics are interesting and most posters appear to be nice. I will be sticking around a bit. Perhaps I too can be of help to other newbies here without making them feel as if they are not welcome.

Re: No service = No Sales

77yangya — Sat, 20 Jun 2020 10:24:54 GMT

@Janey2 wrote:
@mspatmac @Do you notice that many of these posts are first time posters? I'm just starting to wonder..........

Listen! NO! I'm NOT a first time poster and I'm a customer for over ten years. I DO NOT play games with anyone. I always congratulated QVC on great customer service but now? It hurts ME to say they are in the basement with customer service. Jewel22 IS telling the truth. I have had packages lost that I never got, NOW one is lost and the replacement is lost too. Customer service? No, that does not exist anymore. I think this is why Lisa Robertson left. Maybe she knew this company was/is going down?

Re: No service = No Sales

77yangya — Sat, 20 Jun 2020 10:27:23 GMT

@Sage04 wrote:
A lot of the long time posters are talking about new Posters. Some of these Posters have been long time Customers of QVC. If they cant get throught to QVC the normal way, why not try the Forums. They can rant and rave any way they want. Some of the long time Posters here do the same.

I don't blame them. Let them have their say.

What I can't stand is someone saying "another new Poster complaining" I hate that. Now I feel better. Thanks.

Well, I've been a customer for over ten years and cannot get a rep on the phone and after a LONG wait, they don't help a hoot anyway. I've given up. I am now going to the vendors I like and ask them if they won't take their products to another retailer. This is my only option.