topic Re: Do the higher ups monitor Customer Care? in Customer Care

Do the higher ups monitor Customer Care?

tl98466 — Sat, 11 Nov 2023 15:59:27 GMT

Had the WORST customer service experience from Bria today through the chat. Simply asked her to cancel an order; after an extended period of time she said she would cancel the order, but it would take 3 days. When I asked for some clarification, her response was "Are you not able to see my response above".

Maybe I'm just being too sensitve, but...I get it that customer service reps are busy, especially when there's Free Shipping, but come on - let's be professional and kind (kinda like some of the posters on these forums need to be).

Re: Do the higher ups monitor Customer Care?

Glitter51 — Sat, 11 Nov 2023 16:04:17 GMT

I don't see that response was rude on her part. Maybe next time before ordering something, know that you really want that item. It'll definitely save the hassle of trying to get it cancelled.

Re: Do the higher ups monitor Customer Care?

LindaSal — Sat, 11 Nov 2023 16:42:48 GMT

Yes clearly you are being too sensitive. She most likely was trying to make sure the chat page was working properly. If that's your worst experience with CS I'd say it's not that bad.

Re: Do the higher ups monitor Customer Care?

Scooby Doo — Sat, 11 Nov 2023 16:44:23 GMT

I don't understand what clarification you need. Seems like a cut and dried answer to me.

Re: Do the higher ups monitor Customer Care?

zitawins — Sat, 11 Nov 2023 17:58:32 GMT

@tl98466 At least you communicated with a real person. I've had a runaround with PayPal's AI bot with no hope for speaking or chatting with a human being. If deviate from their questions, I get the response "I do not understand your answer."

Highly frustrating and not what I call CS.

Re: Do the higher ups monitor Customer Care?

Kachina624 — Sat, 11 Nov 2023 19:29:05 GMT

@tl98466 wrote:
Had the WORST customer service experience from Bria today through the chat. Simply asked her to cancel an order; after an extended period of time she said she would cancel the order, but it would take 3 days. When I asked for some clarification, her response was "Are you not able to see my response above".

Maybe I'm just being too sensitve, but...I get it that customer service reps are busy, especially when there's Free Shipping, but come on - let's be professional and kind (kinda like some of the posters on these forums need to be).

@tl98466. If that's the worst you ever experience, you're in good shape. Whereas, it might have been more tactful for her to simply repeat what she said, it wasn't horrible. Yes, you're being too sensitive.

Re: Do the higher ups monitor Customer Care?

elated — Sat, 11 Nov 2023 19:51:24 GMT

Maybe what you meant to ask versus what she understood were two different things. Did you want clarification on making sure the order was cancelled or why it would take three days. Sometimes communication between parties is not clear. I don't think she was rude. Trust me I have talked with some very rude people.

Re: Do the higher ups monitor Customer Care?

1tuffcookie — Sat, 11 Nov 2023 19:55:12 GMT

I feel QVC needs to do a better job monitoring live chats with customer service.

It's obvious some of my long wait time is a result of them spending time to look up scripted replies that they just copy/paste into the reply box. Most of the time those scripted replies don't directly address my question or concern.

There have been recent times when I requested a follow up when I was told my feedback would be forwarded to someone since the live chat rep had no answers to my questions, but I never received a follow up email or call as requested.

Overall, I find them to be inconsistent. Some are very pleasant and helpful while others are rather terse and have no answers. For example, there was a question in the fashion forum about a sweater that was posted on the QVC homepage. The OP of that thread got a response when emailing QVC Social while my live chat rep took a long time to reply that she had no information. The only way I got any information about the sweater that QVC posted on its own homepage was to visit the thread here in this community since live chat customer service rep didn't know the answer and didn't ask anyone to follow up with me. Why is it that one rep can get a customer an item number while the live chat rep doesn't know the answer and doesn't bother to get you an answer? Also, I've had them say they credited my account, but a week later, I found the credit was never issued. In this thread, I learned that a rep said she would cancel an order, but all the live chat reps I've chatted with have told me that's impossible to cancel an order after it's been placed.

Re: Do the higher ups monitor Customer Care?

Group 5 minus 1 — Sun, 12 Nov 2023 12:02:54 GMT

It was the use of the word "clarification". Too many syllables. And I am not trying to be sarcastic-there is a serious lack of simple education in this country

An example-why is Vets Day on 11-11 and why do we wear poppies in remembrance?

(no one has to answer those questions)