topic Re: What is wrong with Customer Service? in Customer Care

What is wrong with Customer Service?

LeslieinFlorida4 — Tue, 23 Mar 2021 14:16:52 GMT

My credit card was hacked; I cancelled it and called QVC to give them a back-up card number and explain the situation.

I received an email from them two days later saying my easy pays were past due.

I called again; the matter was resolved [allegedly] and they saw that the new credit card had been added previously.

I again received an email saying my easy pays were overdue. I called AGAIN and not only approved the payments but also added my replacement card number since the new credit card had been sent to me since the hack situation. I was told the matter was resolved [not].

I tried to order a gift for a friend; my account was locked. I AGAIN called and asked to speak with a supervisor. I was told I would receive a call within four [4] hours. NO call was received.

I called again the following day and requested to speak with a supervisor [again NO call came]

I opened a Chat today and AGAIN requested a call from a supervisor [my account is still locked]. I am in my third 4-hour wait for a call from a Supervisor.

I have been a QVC customer for years and I have to say that this is the worst Customer Service experience I have ever had.

Are they experiencing cut-backs?

Re: What is wrong with Customer Service?

CAcableGirl2 — Tue, 23 Mar 2021 14:29:35 GMT

When your credit card was hacked, was QVC one of the vendors that had the false charges and they will now be taking a loss? If so, I can see where they may have locked down your account. I would think it would be easy enough to confirm, if the "ship to" address was updated or different then your address.

If your card was hacked and purchases were made and shipped to your address, they probably have investigating to do.

If not, then not sure why there would be any issues, since you should be able to update to another credit card at any time.

If QVC is going to take a loss due to fraudulent charges, I'm sure they are very cautious in future purchases, although you should be getting a call back to try to resolve this problem of future ordering.

Are you able to close the old account completely and open a new one with a new card? If not, I wouldn't buy from QVC for a couple of months and let the process complete before attempting to make another purchase.

Re: What is wrong with Customer Service?

KingstonsMom — Tue, 23 Mar 2021 14:41:25 GMT

@LeslieinFlorida4

Send an email to the Moderators detailing your situation to QVCSocialTeam@QVC.com.

If anyone can straighten this out for you, it's this team and they respond very quickly!

Best of luck for a happy resolution!

Re: What is wrong with Customer Service?

Susan-QVC — Tue, 23 Mar 2021 14:46:59 GMT

@LeslieinFlorida4 wrote:

My credit card was hacked; I cancelled it and called QVC to give them a back-up card number and explain the situation.

I received an email from them two days later saying my easy pays were past due.

I called again; the matter was resolved [allegedly] and they saw that the new credit card had been added previously.

I again received an email saying my easy pays were overdue. I called AGAIN and not only approved the payments but also added my replacement card number since the new credit card had been sent to me since the hack situation. I was told the matter was resolved [not].

I tried to order a gift for a friend; my account was locked. I AGAIN called and asked to speak with a supervisor. I was told I would receive a call within four [4] hours. NO call was received.

I called again the following day and requested to speak with a supervisor [again NO call came]

I opened a Chat today and AGAIN requested a call from a supervisor [my account is still locked]. I am in my third 4-hour wait for a call from a Supervisor.

I have been a QVC customer for years and I have to say that this is the worst Customer Service experience I have ever had.

Are they experiencing cut-backs?

@LeslieinFlorida4 I am sorry you've had such a difficult time with the account, I will take a look and see if we can reset access, I will follow up by email.

My apologies again for the frustration,

Susan

Re: What is wrong with Customer Service?

silkyk — Tue, 23 Mar 2021 14:50:23 GMT

Whenever I have had any problem I've gone to QVCSocialTeam@QVC.com. and within the hour the problem was gonzo! Wonderful CS there. The only way to fix things fast. SocialTeam ROCKS! Always try them first. Thank you ST!

Re: What is wrong with Customer Service?

kaydee50 — Tue, 23 Mar 2021 16:46:09 GMT

IMO the problem here is that the OP was told someone would call her back within 4 hours and no one ever did. Unacceptable!

Re: What is wrong with Customer Service?

Kachina624 — Tue, 23 Mar 2021 16:37:40 GMT

We hear this over and over about QVC, but I think it's unprofessional, disrespectful and rude for a corporation to fail to return phone calls after a customer is told someone will call them. This should never be a practice in the business world and isn't with companies who value their customers.

Re: What is wrong with Customer Service?

Bri369 — Tue, 23 Mar 2021 16:46:37 GMT

It's great that the Social Team can step in and assist people here. I just wonder about all the people that call customer service expecting to get a resolution to their issue. What about them?

Posting here shouldn't be required to get a problem solved. All of Customer Service should be able to help every customer with their issue in a timely fashion.

For a company as large as QVC to have a Customer Service team not equipped to handle this is really unfortunate. It's hurting their business.

Re: What is wrong with Customer Service?

ladyann45 — Tue, 23 Mar 2021 17:57:40 GMT

Re: What is wrong with Customer Service?

ladyann45 — Tue, 23 Mar 2021 18:11:02 GMT

sorry about the response but I am having computer problems for some reason. Customer Service sometime can't fix those matters you have to get in touch with the accounting department to get it corrected. I know it may seem strange but some of you say it is unacceptable for a big corporation to not return calls,well try dealing with the IRS they keep you on hold for hours and they don't apologize for it either. I have experience where they just hang up in the middle of conversation, but some auditors ask you for a phone number to call you back. If QVC is like many other companies they have call centers and it is hard to call hundreds of people back during this pandemic. Everyone is experiencing this same thing. I am glad that a lot of posters on here is kind enough to help with resolving your problem by giving you the social team contact.

Re: What is wrong with Customer Service?

Kachina624 — Tue, 23 Mar 2021 20:08:19 GMT

@ladyann45 I worked for and retired as a manager with a government agency. I delt with people from all walks of life, laborers to CEOs, and during my 32 year career I Never failed to return a phone call. I may be old fashioned but I believe when a person is told he'll get a call back, he should be called.

QVC was pulling this stunt long before anyone ever heard of covid. It certainly damages their credibility.

Re: What is wrong with Customer Service?

PhoebeDragon1 — Wed, 24 Mar 2021 03:24:08 GMT

I so agree that failure to return calls is just unacceptable. However, since I do not have the patience to wait around for hours, I have, over the last few months, initiated an online chat with a customer service person. You may have a very short wait time, but the CSRs I have dealt with have been polite, knowledgeable, and have always solved my issue. You might want to try that rather than waiting for a phone call. It really works and the nice part is you can save a copy of your online conversation...just in case something goes awry on the back end!

Re: What is wrong with Customer Service?

Nannerbelles — Wed, 24 Mar 2021 18:44:46 GMT

@Kachina624 I totally agree. Every call should be acknowledged and returned even to say we are working on it if they don't have the answer right away. I have been in banking for 47 years and not a day goes by that I don't return a call or answer an email before I go home for the day. Whether I had the answer or not I contacted the customer to give them an update on where I was with the issue. Always called everyone back to resolve the issue. There is no excuse for not returning calls.

Re: What is wrong with Customer Service?

Kachina624 — Wed, 24 Mar 2021 18:49:53 GMT

@Nannerbelles Hurrah, that's the way it should be done.