topic Re: Disappointed! in Customer Care

Disappointed!

Bug70 — Wed, 25 Aug 2021 01:47:44 GMT

My fiancé placed an order to be shipped to me and because of the lack of verification of my address apartment number my much needed item is being returned and the item is no longer available all because the customer service representative did not verify the shipping address! I have worked in customer service and that is the number one thing to do is repeat and verify information to ensure accuracy. I am so disappointed and very upset 😡! I will be contacting a manager about this matter.

Re: Disappointed!

TVLand — Wed, 25 Aug 2021 01:54:37 GMT

Why are you blaming the representative....perhaps your fiancé did have the correct apartment number .... or he could have accidentally spoken the incorrect number..

why did he not ask for her to say back the address to him .....so he could verify

Re: Disappointed!

Etoile308 — Wed, 25 Aug 2021 01:57:32 GMT

Sure it sounds disappointing but it sounds like QVC was doing due diligence. Am I correct in assuming it was his first purchase from QVC? If it was being sent somewhere other than the billing address I can understand them being cautious.

Re: Disappointed!

vsm — Wed, 25 Aug 2021 02:04:33 GMT

@Bug70 Not sure what you mean by "the lack of verification of my address apartment number." Did your fiance give the rep your apt number or not? If not, how was the rep supposed to know you lived in an apt building? You weren't privy to the conversation, so you don't know who made the error here.

Re: Disappointed!

Love my grandkids — Wed, 25 Aug 2021 02:04:54 GMT

@Bug70 Doubtful you'll be able to speak to a manager.

Best to send an email to:

QVCSocialTeam@qvc.com and give ALL info including the name of the person who actually placed the order, the nature of the problem. and all other info.

Re: Disappointed!

Kachina624 — Wed, 25 Aug 2021 02:17:33 GMT

@Bug70 The mods can't dabble in personnel issues if the CS rep did something wrong. It sounds as though the verification was a technical issue and not a matter of speaking the correct address, possibly the result of a new customer attempting to send something (expensive?) to an address other than his own. Don't scammers and criminals do this? Perhaps the addy was not on file with a credit agency? Maybe the CS rep DID verify it and it didn't pass muster. Have you updated your credit files since you last moved?

At any rate you're beating a dead horse if the item is no longer available. Tell boyfriend to go buy it elsewhere.

Re: Disappointed!

pupwhipped — Wed, 25 Aug 2021 02:24:27 GMT

Please, PLEASE let us know what the manager tells you.

Re: Disappointed!

Pearlee — Wed, 25 Aug 2021 02:31:27 GMT

@Kachina624 wrote:
@Bug70 The mods can't dabble in personnel issues if the CS rep did something wrong. It sounds as though the verification was a technical issue and not a matter of speaking the correct address, possibly the result of a new customer attempting to send something (expensive?) to an address other than his own. Don't scammers and criminals do this? Perhaps the addy was not on file with a credit agency? Maybe the CS rep DID verify it and it didn't pass muster. Have you updated your credit files since you last moved?

At any rate you're beating a dead horse if the item is no longer available. Tell boyfriend to go buy it elsewhere.

Wow what a lot of speculation! 😲

Re: Disappointed!

Kachina624 — Wed, 25 Aug 2021 02:43:01 GMT

@Pearlee Yep, based on a recent almost identical case. If the credit bureau record doesn't match with what CS is given, the deal if off. Do you blame them?

Re: Disappointed!

Mistreatedbycs — Wed, 25 Aug 2021 02:54:17 GMT

@Bug70

If HE doesn't know where you live, I sure wouldn't marry him.

Just think, when you get married, he'll forget where he lives and go to someone else's place.

I never had a man ship me anything, he would receive it and gift it personally to me.

Re: Disappointed!

Kachina624 — Wed, 25 Aug 2021 03:50:22 GMT

@Mistreatedbycs Maybe they live some distance apart. She was skimpy on the details. We'll probably hear no more about it. These cases rarely report back.

Re: Disappointed!

Venezia — Wed, 25 Aug 2021 04:09:55 GMT

And quite honestly, if it was a "much needed item", I'd order it myself. That way there's no problem with getting the address right.

But the OP still has a chance to get it, because once it's returned, it will show up "in stock" again!

Re: Disappointed!

Foxxee — Wed, 25 Aug 2021 17:50:52 GMT

Welcome @Bug70.

Yes, you are right. Good CS agents repeat information customers give them. They are responsible for the accuracy of what they enter into the system. I always ask them to repeat it when they don't.

QVC's system should be automatically verifying addresses when they are entered. It could be the order dept agents need to click on something to validate them.

So, it could have been an error in entering the address, your fiance gave an incorrect address, a glitch in QVC's system, and the CS agent failed to validate its accuracy.

UPS returned the package because the address hadn't been validated. Who's responsible for validating it. Isn't that QVC?

Re: Disappointed!

crawford5153 — Thu, 26 Aug 2021 21:27:13 GMT

First of all never ever trust a man with placing an order for you; nine times out of 10 they will get it wrong. Men are not detail oriented like us ladies. I would never let my husband place an order for me, I always do my own ordering.