topic Re: Customer Service Debacle in Customer Care

Customer Service Debacle

Jessiepla — Thu, 17 Dec 2020 22:53:51 GMT

I received a message on Sunday some verifciation was needed on 2 of my orders. I called the minute I saw the message. They claimed they called me 4x and got a Fat Busy on a cell phone which I have attached at the hip. As I called everyday to confirm my order was okay and supposedly I was taken care off. Even yesterday when I called they said it was processing. Today I received a call that there still is something wrong with the orderl. Finally they fixed it and tell me the 2 most important gifts I need to give will not come until 12/28. And if I wanted them here for xmas one alone would cost $32 to ship. Yet I placed orders yesterday which would have arrived for 12/24 if I had not cancelled them all. I was to get a call back from a Supervisor 4 hours wait time. My time was 2 hours ago. They transfer me to customer service who cannot pick up the call. This is one of the worst experience i have ever had. Customer service is dwindling not to the good side. I hope your sister network wont be the same.

Re: Customer Service Debacle

Kachina624 — Thu, 17 Dec 2020 22:59:10 GMT

@Jessiepla. By the way, did you hear all the retailers urging people to shop and ship early? It's past early now. You and 100,000 other people are trying to deal with CS. Good luck.

Re: Customer Service Debacle

Jessiepla — Thu, 17 Dec 2020 23:06:21 GMT

My order was placed on 12/11/20.

Re: Customer Service Debacle

FancyPhillyshopper — Thu, 17 Dec 2020 23:24:43 GMT

A verification call means that there could be an issue with your method of payment.

Since you are a new Forum member, that may mean you are also a new customer. (Welcome--many of us have shopped on QVC for decades!)

So sorry you will not have the gifts in time for the holidays as you planned--it is a lesson learned to shop WELL in advance if you want things delivered in a timely fashion. This year is worse than usual due to the pandemic.

Even things I ordered in September have not yet shipped, due to manufacturing problems, not QVC.

I try to finish all my shopping by October. I am now shopping sales for NEXT year's holidays.

However, I ordered a very expensive piece of jewelry from QVC and it arrived in two days, so the premium shipping may be worth it.

Re: Customer Service Debacle

Jessiepla — Thu, 17 Dec 2020 23:26:13 GMT

I ordred on 12/11 recd message 12/13 called everyday since.

Re: Customer Service Debacle

Biftu — Thu, 17 Dec 2020 23:36:04 GMT

This year ordering on December 11 is late for guaranteed Christmas delivery. I placed all my orders before Thanksgiving and mailed them on December 11. All packages have arrived to the receipients. Sorry your gifts may not arrive on time for the holiday.

Re: Customer Service Debacle

Laser2045 — Thu, 17 Dec 2020 23:40:22 GMT

I cannot agree more. I placed an order on 12/8 and it has set for 9 days saying "preparing your order". I placed another order for the same item, different color, on 12/9 and I received 12/14. I have called customer service, talked to supervisors, and nobody can tell me why this order is not shipping. I'm not sure why they call it customer service because they cannot do anything but offer lip service and what it already shows on the system. 2 supervisors called me with 2 different stories. Today I called automated customer service and says my order will arrive TODAY.....the system shows delivery by 12/24. I have been a customer for 25+ years and I have placed my last order. They could get rid of all customer service since their hands are obviously tied and cannot tell you anything, or offer any help, why answer the phone? They can blame this on COVID all they want, but incompetence is what I call it! If they can't ship product, then stop taking orders, and stop saying on live shows, "you will get this in time for Christmas with a credit card"..............only if you are lucky!

Re: Customer Service Debacle

godi — Thu, 17 Dec 2020 23:42:03 GMT

I ordered fancy body wash for DH the day after Thanksgiving. They got the order wrong three times now. I'm done! I am calling tomorrow and telling them to credit my account. What they sent today wasn't even close to what I ordered. It's just so overwhelming for these companies this year. So, DH is just getting a bar of soap 🧼🤣🤣🤣🤣 Good luck with your dilemma. Happy Holidays 🎁🎅🎄

Re: Customer Service Debacle

Foxxee — Fri, 18 Dec 2020 00:01:09 GMT

Welcome.

First, forget about a QVC supervisor calling you.

If you continue to have a problem, contact QVCSocialTeam@QVC.com. Email your order numbers and current issues.

Re: Customer Service Debacle

Lucylu12 — Fri, 18 Dec 2020 00:02:23 GMT

Well I think there is no excuse. I placed an order November 2 and you guessed it it is still in process. It went from preparing to ship to in the process to waitlist for 1 day amd back to in the process and I was supposed to receive it on December 11. Well it's still in process. I called to cancel it and of course they can't cancel it. I asked why can you change it from preparing to ship to waitlist to in the process but you can't go in and cancel it, no answer to that one. They said the vendor is having problems shipping. Seems kind of ridiculous that's it's been a month and a half basically in the process and they won't cancel it.

Re: Customer Service Debacle

Kachina624 — Fri, 18 Dec 2020 00:12:39 GMT

@Foxxee wrote:
Welcome.

First, forget about a QVC supervisor calling you.

If you continue to have a problem, contact QVCSocialTeam@QVC.com. Email your order numbers and current issues.

@Foxxee. The Social Team cannot help with financial matters as they're not allowed to access that information. That's undoubtedly what this is all about. We see these situations every year. Unfortunately, nobody ever comes back to tell us how these situations are resolved.

Re: Customer Service Debacle

Sage04 — Fri, 18 Dec 2020 00:26:40 GMT

@Kachina624 do you remember what it was like last year? This year is calm. First time buyers were trying to buy big priced items on Easy Pay and got so upset when they couldn't. What I couldn't understand is why the first time buyers weren't told about the process at least a day later after placing the order. I don't think anyone received their Computers or whatever they were trying to buy although CS said everything was taken care of and they would be receiving the items.

Like I said, this year is calm compared to last December.

Re: Customer Service Debacle

Kachina624 — Fri, 18 Dec 2020 00:31:15 GMT

@Sage04. Yes, I remember well. This post was a flashback to earlier times. Theres no doubt QVCs procedure for handling these cases is clumsy. For a corporation to not return messages is, in my opinion, unforgivable. I'd go buy elsewhere.