topic Re: Auto Delivery - False Advertising QVC - Sad!!! in Customer Care

Auto Delivery - False Advertising QVC - Sad!!!

GinaBo — Thu, 21 Jan 2021 02:18:43 GMT

One of the reasons I use the Auto-Delivery option is the ability to change my selections on items that have choices. That no longer works if the item is sold out. No presentation mentions that fact. I have a number of items on Auto-Delivery that I wanted to change my choices (David's Cookies, Corky's Smoked Roasts, Popcorn, etc.). Now I am either stuck with my original choice or I cancel the auto delivery then I lose the special pricing.

Customer service - you need to add this fact to your presentations. All these changes you keep making are causing me to start to look elsewhere for products including going directly to the products' websites to order what I really want. Even if I pay a little more, I get everything I want.

Please reconsider or, at least, be honest about your claims.

Re: Auto Delivery - False Advertising QVC - Sad!!!

Etoile308 — Thu, 21 Jan 2021 02:52:00 GMT

Seems to me there are usually a finite number available for the auto delivery options. Especially at these times. And those options often sell out. So if option XYZ isn't available the first time around, I would have zero expectations it would become available for subsequent delivery changes. These aren't normal times and often it seems people aren't understanding what a pandemic entails. If vendors can't get the products they need, and enough healthy employees to put a product out, options aren't going to be like they once may have been.

Re: Auto Delivery - False Advertising QVC - Sad!!!

Kachina624 — Thu, 21 Jan 2021 02:42:34 GMT

Common sense ought to indicate to you that if the product is not available, they can't sell it to you. In the great scheme of things it may be aggravating but not really sad. Sad is when 400,000 people die of covid19.

Re: Auto Delivery - False Advertising QVC - Sad!!!

GinaBo — Thu, 21 Jan 2021 02:54:54 GMT

Clearly the product is still being made because they have to honor all the auto-delivery orders that are out there. How hard is it to send a request to the manufacturer to change one type to another? Common sense would tell me that is a possibility.

What does people dying from Covid have to do with QVC orders?

Re: Auto Delivery - False Advertising QVC - Sad!!!

GinaBo — Thu, 21 Jan 2021 02:56:34 GMT

All I am asking is that QVC mention this in their presentations. They specify that you can change your order at any time. They should mention that may not be possible.

Re: Auto Delivery - False Advertising QVC - Sad!!!

Kachina624 — Thu, 21 Jan 2021 02:59:31 GMT

No, the don't have to honor auto delivery plans. They cancel them all the time. They cancel products when they're not available, which @Etoile308 explained very well. It happens often these days.

Re: Auto Delivery - False Advertising QVC - Sad!!!

GinaBo — Thu, 21 Jan 2021 03:29:24 GMT

I understand that they might have to cancel if product is not available. I am only talking about letting people know that is a possibility - kind of a nice gesture. However, if the product is still available, what does it hurt to still allow a change even though the product is "sold out to new orders"? Good customer service should never go away no matter what is going on. That is how companies stay in business.

Thanks everyone for the feedback.

Re: Auto Delivery - False Advertising QVC - Sad!!!

mspatmac — Thu, 21 Jan 2021 04:03:16 GMT

I have no experience with auto delivery so I am curious if the customer is notified if, for whatever reason, they cannot fulfill the order? The OP is suggesting customers be advised up front that due to circumstances beyond Q's control the order may not be fulfilled. The fact that they cancel them all the time is concerning, like it's no big deal.

Re: Auto Delivery - False Advertising QVC - Sad!!!

Etoile308 — Thu, 21 Jan 2021 04:20:47 GMT

I believe the OP is talking about changing some aspect of the auto delivery to a different option. For example, something like a hamburger order where you might originally ordered regular classic burger, but now want to switch to the cheese and bacon variety, but it's not available to switch. Or an order of crumb cakes was originally cinnamon but now want a change to blueberry. I think most vendors, if they're capable of fulfilling original auto delivery orders, may not have enough extra stock to allow switching.

I just know I'm thankful for any employee willing to go to any job everyday so I can stay home and have products delivered to my doorstep.

Re: Auto Delivery - False Advertising QVC - Sad!!!

Etoile308 — Thu, 21 Jan 2021 04:23:33 GMT

I don't think QVC or any vendor would think cancelling an order would be no big deal.

Re: Auto Delivery - False Advertising QVC - Sad!!!

GinaBo — Thu, 21 Jan 2021 04:35:14 GMT

You are correct in that was the source of some of my disappoinment. However, my other request was simply for a mention that some aspects of auto-delivery might not be possible. I have watched ITKWD tonight and a lot of the items are on auto-delivery. Still talking about changing options, etc. with no mention of when that does not work out.

Re: Auto Delivery - False Advertising QVC - Sad!!!

Pearlee — Thu, 21 Jan 2021 04:47:16 GMT

@Etoile308 wrote:
Seems to me there are usually a finite number available for the auto delivery options. Especially at these times. And those options often sell out. So if option XYZ isn't available the first time around, I would have zero expectations it would become available for subsequent delivery changes. These aren't normal times and often it seems people aren't understanding what a pandemic entails. If vendors can't get the products they need, and enough healthy employees to put a product out, options aren't going to be like they once may have been.

@Etoile308 What the OP described was happening before the pandemic too.

Re: Auto Delivery - False Advertising QVC - Sad!!!

Venezia — Thu, 21 Jan 2021 05:40:46 GMT

@GinaBo - If you're trying to edit your order online for an item that says "sold out", I think it might just be a glitch in the computer system (no surprise there).

Have you contacted CS to request a change? It seems to me this came up quite a while ago, that we could no longer change a selection ourselves, but the CS reps could.

You could try emailing the social team to ask for help: Social.Team@qvc.com - they're very helpful and will at least have the correct information.

Re: Auto Delivery - False Advertising QVC - Sad!!!

GinaBo — Thu, 21 Jan 2021 06:09:04 GMT

Actually I did call CS and they told me they were unable to change the orders. The tough part is I often order "Combo" type items so I can decide what I like and then switch to the ones I prefer. When I am unable to do so, it is frustrating especially if there is something in the combo I really dislike. I end up cancelling because I cannot change the order since I do not want to pay a second time for something I do not like. Not a good thing for either QVC or me.

I will try the email you suggest - worth a try. Thanks.

Re: Auto Delivery - False Advertising QVC - Sad!!!

geezerette — Thu, 21 Jan 2021 13:14:13 GMT

Like so many things, the hosts used to mention in their presentations that you could change choices on auto-delivery if your new choice was available.

But it seems that pertinent information like that has gone by the wayside now in favor of fluff to fill up air time.

Re: Auto Delivery - False Advertising QVC - Sad!!!

riley1 — Thu, 21 Jan 2021 19:10:29 GMT

@GinaBo - as was explained to me regarding A/D orders and changing your option for a future shipment - As the vendor calculates the number of a particular flavor/scent and relays this number to the manufacturer this is what will be produced.

If everyone started changing their choices for future shipments this will leave an inventory shortage of maybe a particular flavor/scent and those that originally wanted that option will not receive it.

I'm not sure if this is true of all A/D items, but it is on some items.

Re: Auto Delivery - False Advertising QVC - Sad!!!

elated — Thu, 21 Jan 2021 22:56:45 GMT

@Venezia wrote:
@GinaBo - If you're trying to edit your order online for an item that says "sold out", I think it might just be a glitch in the computer system (no surprise there).

Have you contacted CS to request a change? It seems to me this came up quite a while ago, that we could no longer change a selection ourselves, but the CS reps could.

You could try emailing the social team to ask for help: Social.Team@qvc.com - they're very helpful and will at least have the correct information.

The email is QVCsocialteam@qvc.com.

Re: Auto Delivery - False Advertising QVC - Sad!!!

Venezia — Fri, 22 Jan 2021 00:00:05 GMT

@elated wrote:
@Venezia wrote:
@GinaBo - If you're trying to edit your order online for an item that says "sold out", I think it might just be a glitch in the computer system (no surprise there).

Have you contacted CS to request a change? It seems to me this came up quite a while ago, that we could no longer change a selection ourselves, but the CS reps could.

You could try emailing the social team to ask for help: Social.Team@qvc.com - they're very helpful and will at least have the correct information.
The email is QVCsocialteam@qvc.com.

@elated - If you hover over the from address on an email, it will show QVC Social Team, but the actual address (shown in parentheses) is what I wrote. I've written to them numerous times, including this week.

It's likely you can add the QVC in front of that and it will still get there, but what I wrote is correct. You don't need the "QVC".

Re: Auto Delivery - False Advertising QVC - Sad!!!

loriqvc — Sat, 23 Jan 2021 18:05:56 GMT

@Venezia and @elated - The social team once mentioned that it is always best to send your initial request to QVCSocialTeam@qvc.com. That ensures the message will go directly into the queue of new requests. The other address (social.team@qvc.com) is the address that the system applies for them on their side when they're replying to a request, so there is a chance that the system would not mark or route the message as something new but rather as something already in process, so it might not get the same level of attention.

Re: Auto Delivery - False Advertising QVC - Sad!!!

elated — Sat, 23 Jan 2021 20:09:29 GMT

@loriqvc wrote:
@Venezia and @elated - The social team once mentioned that it is always best to send your initial request to QVCSocialTeam@qvc.com. That ensures the message will go directly into the queue of new requests. The other address (social.team@qvc.com) is the address that the system applies for them on their side when they're replying to a request, so there is a chance that the system would not mark or route the message as something new but rather as something already in process, so it might not get the same level of attention.

Why would you include me in your information? I was the one who gave the correct email. I just didn't respond when I was corrected.