topic Re: Customer Service HOLD times in Customer Care

Customer Service

Harvest — Sat, 11 Jul 2020 18:48:56 GMT

Where is customer service? I know we are living in difficult times, but it is impossible to talk to someone. I have been placed on hold for up to 20 minutes with no results, and today was told speaking to a representative was not possible. My issue can”t be resolved with their automated services. I ordered a bracelet for my niece on 6/26, and it supposedly shipped on 6/28 via US mail. There is a tracking number, but no other information. Tracking Information Not Available is printed in big letters across the page. My niece has not received the bracelet. I pulled up the USPS web site and entered the tracking number and was told no tracking information, invalid number. It doesn’t look like the package every made it out of the warehouse. The order is an inspiration bracelet for a young niece who is battling cancer. I need to know the status of the order, and if it should be reordered. I don’t want her to receive two bracelets and then have to go to the trouble of sending one back. Who can help me?

Re: Customer Service

Barbara-QVC — Sat, 11 Jul 2020 19:20:58 GMT

Hi @Harvest

Welcome to our Community Forums.

I am sorry to hear about your niece, but I think this is a wonderful gift for her. I do not see that there has been any progression in the shipping process so I would be happy to have another bracelet sent out if yhou would like.

Barb

Customer Care

Re: Customer Service

Hetshepshut — Sat, 11 Jul 2020 19:59:05 GMT

I completely agree with the OP. I sent back a return recently and I’ve been tracking it and it appears it is on it’s way back to me and is currently in Aurora, Colorado after leaving Indiana. Only problem is, I live in Colorado, where it was originally sent out for return, but it appears it’s being sent back my way instead of being returned to QVC. I agree that the virus has impacted things, but the return process is an exhorbitant joke. All while still being obligated to continue paying easy pays for an unwanted item. No available customer service whatsoever. The return process to QVC has been a nightmare as of late.

Re: Customer Service

Barbara-QVC — Sat, 11 Jul 2020 20:19:24 GMT

Hi @Hetshepshut

I am sorry for the delay with your return. Please email the order info to QVCSocialTeam@qvc.com and we would be happy to check on it for you.

Barb

Customer Care

Re: Customer Service

queendiva — Sat, 11 Jul 2020 20:22:39 GMT

Agree about the terrible CS from QVC. Reps are working from their homes, apparently. Keep calling- they are there. First thing in the morning (8 a.m. EDT) is best. If the message says they can't take your call hang up and redial. That's what is working for me. It's also the only way to get credit for my returns after several weeks.

Props for the social team via email as well.

Re: Customer Service

Harvest — Sat, 11 Jul 2020 23:59:58 GMT

Please send another bracelet from her Uncle Chris and Aunt Patty. Thank you so much for your help. I’m sorry if the post was unkind, but it’s been a difficult time.

Re: Customer Service

WillS — Sun, 12 Jul 2020 00:14:27 GMT

I had a similar issue with an order of a philosophy product. The product said it was in process and shipped as well! I waited a good 20+ minutes on a live chat and had discussed it with the operator. They solved the issue and sent a replacement within 2-3 days of the conversation! Try live chat and hang in there for a while when you wait and see if they can help! Hope this helps you!

Re: Customer Service

Barbara-QVC — Sun, 12 Jul 2020 00:20:17 GMT

@Harvest a replacement has been issued and should arrive to her on or about July 15th.

Barb

Re: Customer Service

Harvest — Sun, 12 Jul 2020 01:39:23 GMT

Thank you Barb!

Re: Customer Service

Harvest — Wed, 15 Jul 2020 18:00:28 GMT

The second order still shows “no tracking information available”, just like the first order. Has the bracelet shipped?

Re: Customer Service

Liv2drm — Tue, 28 Jul 2020 16:27:59 GMT

I feel badly for the overworked customer service reps they have but it is frustrating to try to do things via computer only to get a message you need to call in but when you do there is a message that they can't transfer you to an agent and push you back...same vicious circle. The sales team is ramped up but customer service seems to be lacking. I don't understand because customer service via computer and phone can easily be set up remotely, work from home so COVID cannot be the excuse for everything. I tried on line chat and that takes almost an hour but at least phone isn't tied up although now they have replaced what number you are in the que with what seems to be a generic estimate wait time of 1 minutes even though I have tried twice and have given up at 15 and 10 minutes each time. I am really scaling back on line ordering...not worth the hassle although sister company hsn still has good customer service.

Re: Customer Service

SharkE — Wed, 29 Jul 2020 16:48:42 GMT

Have you tried what I have typed 20-30 times for folks who need help ?

QVCSOCIALTEAM@QVC.COM

offline..............

Re: Customer Service HOLD times

Bigfork — Sat, 21 Oct 2023 16:38:17 GMT

Insane. No way should we be listening to music on HOLD for >30 minutes. Customer service has declined and obviously corporate has cut back on staff t save $$.

I still sit on hold as I write this. This is something I cannot do online and I need an agent. What does customer service plan to do at Xmas?

Shame on QVC. I am about to give up. 33 minures so far on HOLD!!!

Re: Customer Service HOLD times

Lovestheshores — Sat, 21 Oct 2023 18:30:56 GMT

@Bigfork wrote:
Insane. No way should we be listening to music on HOLD for >30 minutes. Customer service has declined and obviously corporate has cut back on staff t save $$.

I still sit on hold as I write this. This is something I cannot do online and I need an agent. What does customer service plan to do at Xmas?

Shame on QVC. I am about to give up. 33 minures so far on HOLD!!!

@Bigfork This thread is over three years old, from July 2020!