topic Re: POINT OF NO RETURN? in Customer Care

POINT OF NO RETURN?

furbabylover — Wed, 21 Oct 2020 13:47:51 GMT

I am seriously wondering if QVC's problems with processing and shipping are now beyond the point of no return. It doesn't matter what I order or whether or not I pay for EXPEDITED shipping- THE PACKAGE TAKES WEEKS, IF DELIVERED AT ALL. This new description they put on placed orders, "Preparing your Order" is scary because now they don't even offer an estimated delivery date. So you have no way of knowing what is going on, and cannot make any plans for expecting your package. I will not be placing any more orders until QVC gets this straightened out.

Re: POINT OF NO RETURN?

Miss Pepsi — Wed, 21 Oct 2020 13:51:23 GMT

I don't order a ton but I (knock wood) have always gotten my packages in a fairly reasonable amount of time.

If I was in a hurry for something would I order from QVC? Oh heck no but I guess I am just one of the lucky ones.

I only order maybe 2 or 3 times a year though.

Re: POINT OF NO RETURN?

KailaS — Wed, 21 Oct 2020 14:09:19 GMT

For a while, I was so frustrated with shipping. And yes, the " in stock " items that go to backorder and seem never to ship (I have one such order now) make me want to scream. However, over the last several weeks my orders have been coming rather quickly. I am in SE PA. Clothing unless it is coming from CA is here within a week. Non- clothing items seem to take a scenic route with Mail Innovations and SurePost, but even those items are arriving relatively quickly ( or maybe I have lowered my expectations). I noticed the "preparing your order" message and went into a panic several days ago. However, my orders in the last week have gone from " in process," to " preparing your order" to "shipped" rather fast. And if you click on "view/ edit" when you see the " preparing your order" message, you should be able to see the EDD.

Re: POINT OF NO RETURN?

ScrapHappy — Wed, 21 Oct 2020 14:09:21 GMT

My husband who is in IT and has done this type of work for many years said QVC needs to scrap what they have now and start over. Since it appears there keeps being issues/problems with orders and if they've been trying to "fix" issue after issue and still have problems, then they need to start over.

Re: POINT OF NO RETURN?

Silver Fox1 — Wed, 21 Oct 2020 14:13:59 GMT

For me it's still ify. Some arrive in a couple of days others seem to take forever., @ I ordered two of the same item in different colors, at the same time, one has arrived the other still hasen't shipped yet. You would think they would have shipped at the same time but for some reason ,no, they didn't.. It seems strange that their "sister station HSN" has no problems in the shipping area at all and yet the Q just can't seem to get it right.

Re: POINT OF NO RETURN?

LindaSal — Wed, 21 Oct 2020 14:20:27 GMT

Twice I have heard Mary Beth Roe state "once the item leaves our warehouse it is out of our control so shop early"..........Really, that's funny because I have no problem getting my 2 day shipping from Amazon and my items arrive just fine from many other shopping sites. PLEASE, give me a break! Stop blaming the shippers.

Re: POINT OF NO RETURN?

PA Mom-mom — Wed, 21 Oct 2020 14:25:22 GMT

@furbabylover I don't buy anything time-sensitive anymore (like for a birthday), and I don't believe whatever status is listed on my order. That way I'm not disappointed. It's a sad state of affairs.

Re: POINT OF NO RETURN?

Still Raining — Wed, 21 Oct 2020 14:40:19 GMT

@ScrapHappy wrote:
My husband who is in IT and has done this type of work for many years said QVC needs to scrap what they have now and start over. Since it appears there keeps being issues/problems with orders and if they've been trying to "fix" issue after issue and still have problems, then they need to start over.

Absolutely! Once several years ago I had to phone, and holy moly, it went from processing, to shipped, to out for delivery in under an hour. Never have trusted their system since.

Re: POINT OF NO RETURN?

software — Wed, 21 Oct 2020 15:46:09 GMT

@LindaSal wrote:
Twice I have heard Mary Beth Roe state "once the item leaves our warehouse it is out of our control so shop early"..........Really, that's funny because I have no problem getting my 2 day shipping from Amazon and my items arrive just fine from many other shopping sites. PLEASE, give me a break! Stop blaming the shippers.

All I can think of is QVC needs a contract or something with a shipper that will keep their promise to pick up & deliver. Amazon probably takes priority, QVC is the last to be serviced. There are only a finite number of shippers & trucks

Re: POINT OF NO RETURN?

millieshops — Wed, 21 Oct 2020 16:10:44 GMT

@furbabylover I buy very infrequently, but I've been very fortunate. Every item I've ordered since the processing/delivery problems started to shows up here on the Forums, I've received within a week or less and quite a few of them came with included shipping (I don't believe it's ever free!)

I'd hope they are not at a point of no return. I don't watch much, but I often hear sales numbers in the thoysands when I do watch yet we never see even hundreds of problems all at once. I'd like to think the problems are random, but no doubt there are more than we and they want.

Re: POINT OF NO RETURN?

SuhseK — Wed, 21 Oct 2020 16:29:29 GMT

Even during the worst, of the pandemic, I never had a package take longer than 12 days, and my last several orders, were all in the 7-9 day range.

It's very curious, that some people, seem to have nothing but trouble, and others have none.

The one thing I have noticed, is, once your package ships, tracking isn't frequently updated. However, I've accepted that, so, I'm not stressing about the lack of updates, and, I assume, the tracking, is in the hands, of the shipper.

Re: POINT OF NO RETURN?

Kachina624 — Wed, 21 Oct 2020 17:15:00 GMT

@furbabylover I just answered your gripe on this subject on another thread. You're on a tear today.

I see no problem with QVCs shipping. I've had many recent clothing orders ship in 24 hours, almost all in 2-3 days. The only ones that took longer were Linea items which always seem to be problematic.

The conditions under which retailers are functioning now can be likened to a war-time situation and require extra time and patience. Manufacturers are experiencing illness in their facilities, they're having trouble getting components from other manufacturers with the same problems. There are problems scheduling transportation. These are difficult times. If you're unable to adjust to this situation, perhaps you should be shopping in-person.

Re: POINT OF NO RETURN?

Foxxee — Wed, 21 Oct 2020 17:57:49 GMT

QVC has been getting my orders shipped within 2-4 days; other retailers from 1-3 days. Amazon has been the worst for me, up to 2 week wait for orders coming from their warehouses, not independent sellers.

Most recently, it's been long delays with USPS, up to 13 days sitting at a distribution center or my local post office. QVC has no control over it unless they decide to use UPS exclusively.

I've had very few problems with UPS. For those wanting faster deliveries, sign up with UPS My Choice Prime for $40 a year. UPS will deliver all your packages instead of sending them to USPS.

In some cases, I think QVC is selling items that have not been received from the manufacturer yet and past estimated delivery dates, one of the reasons for delayed processing.

Re: POINT OF NO RETURN?

Roscoe the Rascal — Wed, 21 Oct 2020 18:07:35 GMT

I do not have many issues but I have had a few. I have ordered early for gift giving and have taken the earlier date on advance orders. Not waiting for the last ship date available.

I have everything ordered and received from Qvc except for goodies. I don't plan on worrying about a thing this season.

Re: POINT OF NO RETURN?

depglass — Wed, 21 Oct 2020 19:11:52 GMT

Maybe this is why Amazon is setting up their own delivery system.

Re: POINT OF NO RETURN?

furbabylover — Wed, 21 Oct 2020 22:22:02 GMT

@Kachina624 I don't consider it being "on a tear" to voice an opinion about what is going on. I said nothing argumentative. Great that you are having wonderful service from QVC- many, many of us are not. I paid almost $13.00 each in expedited shipping for several items that were scheduled to be delivered today. They have not even left the warehouse. This has been my experience since last year, so COVID just doesn't work as an excuse. Of course I am going to request a refund on the shipping. In case you haven't noticed, Amazon and other companies are having almost NO such problems. Clearly something is going on at QVC that needs to be fixed, and the only way a company pays attention to its impact on customers is to see its reviews, or in worst case scenario to see it in their bottom line revenues. You say if I don't like what is going on at QVC, I should shop elsewhere. I chose not to go to stores for health reasons, and I have been a loyal, long time QVC customer, so I will continue to shop with them as I see fit.

Re: POINT OF NO RETURN?

loriqvc — Wed, 21 Oct 2020 23:18:25 GMT

@LindaSal wrote:
Twice I have heard Mary Beth Roe state "once the item leaves our warehouse it is out of our control so shop early"..........Really, that's funny because I have no problem getting my 2 day shipping from Amazon and my items arrive just fine from many other shopping sites. PLEASE, give me a break! Stop blaming the shippers.

@LindaSal - One of the main issues is that the vast majority of the items QVC sells nowadays aren't even shipped from its warehouses—vendors fulfill them. This means we are at the mercy of whatever staffing and procedures each individual vendor has in place to determine how quickly an order will be processed and shipped. This is also why there are no cancellations or changes to orders anymore; the supply chain systems don't always "talk to each other" as they should, so the best approach is for the order to be locked down to help ensure that inventory is accounted for as much as possible. (And as a result, that's why some items and vendors seem to have ongoing issues with status updates going from "in stock" to "backordered" or "cancelled" as the systems all catch up.)

Re: POINT OF NO RETURN?

loriqvc — Wed, 21 Oct 2020 23:22:40 GMT

General comment: It is unreasonable to compare any company to Amazon in terms of order processing or shipping—no other retailer comes close to it in size, reach, amount of inventory, number of employees, or funding, let alone the fact that it has its own courier services plus priority fulfillment agreements with UPS and the USPS.

Re: POINT OF NO RETURN?

rockygems123 — Wed, 21 Oct 2020 23:40:12 GMT

@furbabylover I order frequently from QVC and rarely have a shipping issue. I think @loriqvc and @Kachina624 posts explain the shipping situation very well. I don't believe that QVC is beyond the point of no return whatsoever.

Re: POINT OF NO RETURN?

Lipstickdiva — Thu, 22 Oct 2020 20:34:25 GMT

@furbabylover wrote:
@Kachina624 I don't consider it being "on a tear" to voice an opinion about what is going on. I said nothing argumentative. Great that you are having wonderful service from QVC- many, many of us are not. I paid almost $13.00 each in expedited shipping for several items that were scheduled to be delivered today. They have not even left the warehouse. This has been my experience since last year, so COVID just doesn't work as an excuse. Of course I am going to request a refund on the shipping. In case you haven't noticed, Amazon and other companies are having almost NO such problems. Clearly something is going on at QVC that needs to be fixed, and the only way a company pays attention to its impact on customers is to see its reviews, or in worst case scenario to see it in their bottom line revenues. You say if I don't like what is going on at QVC, I should shop elsewhere. I chose not to go to stores for health reasons, and I have been a loyal, long time QVC customer, so I will continue to shop with them as I see fit.

@furbabylover , these boards are full of threads from people complaining about QVC shipping way before Covid ever hit so no, that is not the excuse. Odd to me that a poster who has been on the boards for so long would blame this on Covid. She has to have seen the myriad of threads about shipping issues dating back for probably about a year. Q has been quite a mess for awhile and Covid certainly didn't help.

I wasn't having any issues at all getting my items while others were nor was I having issues with items not being shipped at all, going to backorder, etc. I counted myself lucky. I recently placed an order for 2 of an item and I ordered before the item was even shipped. When I checked tracking it showed the item had moved to backorder so I guess my luck ran out. As someone else said, I think Q is taking orders for items they don't even have.

What I ordered isn't a must-have so if I get it, I get it and if I don't, I'll look for something else. I do have to say that even though it's only mid-October, I don't think I would trust ordering anything from QVC that I needed for a holiday gift.