topic Re: Backorder??? in WEN

Backorder???

Lacey Skye — Wed, 23 Sep 2015 19:40:48 GMT

Really disappointed in QVC. I ordered the tea tree TSV on the 5th along with the deluxe remoist and the advance order on the tea tree mousse.

My order for the mousse was shipped out yesterday, the TSV today and as of the 19th, the remoist went to backorder. It is so frustrating to order something right after midnight and wait for two weeks for the item to be shipped and then find out it's on backorder.

Spoke with customer service and was told the estiimated delivery date was the 29th. If the product wasn't back in stock by that date, the order would be canceled. Ask to speak with a supervisor and she stated the representative was wrong. It can be two-three weeks from the date an item goes on backorder for it to come back in stock. If they don't get it back in stock within the three weeks, then the order will be canceled. I can call at that point and they will consider offering two of the 4oz as replacements for the deluxe 8oz. I don't understand how I can order and item that's available and then two weeks later be told it's on backorder. It's not like I ordered it on waitlist. The order showed in process until the 19th.

Chaz does have the 4oz remoist available with a 32 oz cc for almost the same price as the remoist alone. Should I just purchase what's available now? I know Chaz always takes care of his customers and I'm more than positive he'll fulfill the backorders. I guess I'm just frustrated more than anything.

I'm completely out of my Tea Tree remoist. However, I do have MIF and BGT remoist. It's just not Tea Tree.

I'll quit whinining....

@bebe777....what are your thoughts?

Re: Backorder???

aprimo — Wed, 23 Sep 2015 20:25:54 GMT

I feel your frustration Lacey. Trying to apply logic to the situation was your first mistake, unfortunately.

Often, dealing with big companies just defies logic. Companies get so big that the left hand doesn't know what the right hand is doing. I work for a huge corporation and they often make decisions that don't make any kind of sense to the people who actually have to implement them. Then there are the computer system snafus...

Re: Backorder???

Drythe — Wed, 23 Sep 2015 20:29:34 GMT

@Lacey Skye

I feel your pain!

So sorry this happened.

Re: Backorder???

Lacey Skye — Wed, 23 Sep 2015 21:52:16 GMT

I probably wouldn't be so frustrated if I didn't know friends that ordered a few hours after me got their products last week.....and got the remoist I didn't.

Re: Backorder???

bebe777 — Wed, 23 Sep 2015 23:33:34 GMT

@Lacey Skye wrote:

Really disappointed in QVC. I ordered the tea tree TSV on the 5th along with the deluxe remoist and the advance order on the tea tree mousse.

My order for the mousse was shipped out yesterday, the TSV today and as of the 19th, the remoist went to backorder. It is so frustrating to order something right after midnight and wait for two weeks for the item to be shipped and then find out it's on backorder.

Spoke with customer service and was told the estiimated delivery date was the 29th. If the product wasn't back in stock by that date, the order would be canceled. Ask to speak with a supervisor and she stated the representative was wrong. It can be two-three weeks from the date an item goes on backorder for it to come back in stock. If they don't get it back in stock within the three weeks, then the order will be canceled. I can call at that point and they will consider offering two of the 4oz as replacements for the deluxe 8oz. I don't understand how I can order and item that's available and then two weeks later be told it's on backorder. It's not like I ordered it on waitlist. The order showed in process until the 19th.

Chaz does have the 4oz remoist available with a 32 oz cc for almost the same price as the remoist alone. Should I just purchase what's available now? I know Chaz always takes care of his customers and I'm more than positive he'll fulfill the backorders. I guess I'm just frustrated more than anything.

I'm completely out of my Tea Tree remoist. However, I do have MIF and BGT remoist. It's just not Tea Tree.

I'll quit whinining....

@bebe777....what are your thoughts?

@Lacey Skye I'm so sorry to hear about this. I get so frustrated/angry when I hear these stories.

Here's how I think your situation is likely to play out. I doubt that you will get your 8oz Remoist. QVC will say that the vendor didn't have additional stock, though my sense is that Chaz is blameless here (there are lines... and there's a lot between them). -- At that point you can make your case to CS. If you go that route, I'd recommend that you speak with a supervisor. I'm guessing that you'd have a 40-50% chance of getting (2) 4oz. Remoists to replace your order.

Probably the safest bet is just to order the 32oz CC & 4oz Remiost Duo for $59. It's a great deal and it's available right now. I think this deal may expire at the end of September and, at this point, I think only some of the Classic scents are still available. -- This duo may be available again in January/February, but those details are still fuzzy.

___

If it's any comfort (though I doubt it will be), The same thing has happened to me three times since April 2014.

My 16oz LAV CC plus beauty bag for $29 (which was for a good friend) got waitlisted after they had cashed my check. I bounced on and off of waitlist for about three months with all sorts of different stories before my order was finally cancelled.

The final shipment of my a SOB TSV was cancelled after my check was cashed. I was furious and went several rounds with them. I finally got the order processed after much much frustration.

What still smarts is what happened to my December 2014 TSVs (5) 16oz Wen CCs (I ordered one each of the Seasonal and the Classic option). They cashed my check, my orders went into processing, several days later my orders were switched to waitlist, and then several days before Christmas, they cancelled both orders... Happy Holidays, not!

I called CS and told them that I didn't mind if they couldn't ship my initial order, so long as they could keep my A/D order active. Yhis way I would e able to receive the second June 2015 shipment. I figured I'd just up the order quantity.

I asked them to forward my request to Q's corporate division and they did. The answer I got was that manufacturing limitations -- for an order that was going to be six months down the road -- prevented them from honoring my order. Then they proceeded to mess up my refund (but that's another story).

In the interim, I found out that other Wenners who had paid using credit cards also had their December TSVs cancelled. There was no reason for this to have happened. -- It's especially frustrating since the December TSVs are the best Wen CC values at around $16 per 16oz CC.

So Lacey Skye, I'm guessing you can figure what my feeling are about these order shortages. They're sure not positive.

___

TSV ADVANCE ORDERS

Because of this problem, these days I've been strongly recommending that all Wenners order their TSVs in advance of the TSV date. This way they know that they will definitely receive their TSV order. It also gives them a hedge against future A/D shipments that might get shorted, since their follow up shipments will be sent out a few weeks before the general A/D releases.

This is also a really good reason for all Wenners to get a subscription to InsideQ (the Insider) which just about always contains the QVC advance WEn TSV order numbers.

Recently, the forum mods have let forum members know how to request these subscriptions.

In another forum( on 9/7), one of the QVC moderators shared the info below:

Just send an email to QVCSocialTeam@qvc.com include your email address used on your QVC account and we will get your subscribed!!!

Beth

Customer Care

___

SPECIAL OFFERS AVAILABLE DURING CHAZ's VISITS

Frequently, a few days before one of Chaz's visits, Wen special values are quietly added to the QVC product listings.

lol, they don't stay quiet for very long because a lot of of us know this pattern and scour the QVC listings starting a few days before Chaz's visits. As soon as we see a new value listed, we share this info on the QVC forum.

On September 1st (at around 12:06am ET, I believe), @sonechko spotted a number of these values and shared this info on the fourm.

When very special limited crazy good values become available, it's best to place your orders right then and there. That's because when they are presented on the air, they frequently sell out in minutes. So purchasing them in advance it really the only way to hedge your bet.

If it's not a crazy good value... just a special value... then, if you can, it would be great if you can hold off on placing your order until the beginning of Chaz's first on air show or segment.

The special values (as opposed to crazy good values) don't get snapped up quite as quickly, so there's shouldn't be a problem if you purchase them at the beginning of Chaz's first show. -- This is also true of the Wen gallons.

Unfortunately, QVC really only gives Chaz (and Wen) credit for on air sales. So it's appreciated when our orders are placed at the beginning of Chaz's first show... whenever that is possible.

-- bebe

Re: Backorder???

Lacey Skye — Wed, 23 Sep 2015 23:03:38 GMT

@bebe777 wrote:
@Lacey Skye wrote:

Really disappointed in QVC. I ordered the tea tree TSV on the 5th along with the deluxe remoist and the advance order on the tea tree mousse.

My order for the mousse was shipped out yesterday, the TSV today and as of the 19th, the remoist went to backorder. It is so frustrating to order something right after midnight and wait for two weeks for the item to be shipped and then find out it's on backorder.

Spoke with customer service and was told the estiimated delivery date was the 29th. If the product wasn't back in stock by that date, the order would be canceled. Ask to speak with a supervisor and she stated the representative was wrong. It can be two-three weeks from the date an item goes on backorder for it to come back in stock. If they don't get it back in stock within the three weeks, then the order will be canceled. I can call at that point and they will consider offering two of the 4oz as replacements for the deluxe 8oz. I don't understand how I can order and item that's available and then two weeks later be told it's on backorder. It's not like I ordered it on waitlist. The order showed in process until the 19th.

Chaz does have the 4oz remoist available with a 32 oz cc for almost the same price as the remoist alone. Should I just purchase what's available now? I know Chaz always takes care of his customers and I'm more than positive he'll fulfill the backorders. I guess I'm just frustrated more than anything.

I'm completely out of my Tea Tree remoist. However, I do have MIF and BGT remoist. It's just not Tea Tree.

I'll quit whinining....

@bebe777....what are your thoughts?

@Lacey Skye I'm so sorry to hear about this. I get so frustrated/angry when I hear these stories.

Here's how I think your situation is likely to play out. I doubt that you will get your 8oz Remoist. QVC will say that the vendor didn't have additional stock, though my sense is that Chaz is blameless here (there are lines... and there's a lot between them). -- At that point you can make your case to CS. If you go that route, I'd recommend that you speak with a supervisor. I'm guessing that you'd have a 40-50% chance of getting (2) 4oz. Remoists to replace your order.

Probably the safest bet is just to order the 32oz CC & 4oz Remiost Duo for $59. It's a great deal and it's available right now. I think this deal may expire at the end of September and, at this point, I think only some of the Classic scents are still available. -- This duo may be available again in January/February, but those details are still fuzzy.

___

If it's any comfort (though I doubt it will be), The same thing has happened to me three times since April 2014.

My 16oz LAV CC plus beauty bag for $29 (which was for a good friend) got waitlisted after they had cashed my check. I bounced on and off of waitlist for about three months with all sorts of different stories before my order was finally cancelled.

The final shipment of my a SOB TSV was cancelled after my check was cashed. I was furious and went saveral rounds with them. I finally got the order processed after much much frustration.

What still smarts is what happened to my December 2014 TSVs (5) 16oz Wen CCs (I ordered one each of the Seasonal and the Classic option). They cashed my check, my orders went into processing, several days later my orders were switched to waitlist, and then several days before Christmas, they cancelled both orders... Happy Holidays, not!

I called CS and told them that I didn't mind if they couldn't ship my initial order, so long as they could keep my A/D order active. Yhis way I would e able to receive the second June 2015 shipment. I figured I'd just up the order quantiity.

I asked them to forward my request to Q's corporate division and they did. The answer I got was that manufacturing limitations -- for an order that was going to be six months down the road -- prevented them from honoring my order. Then they proceeded to mess up my refund (but that's another story).

In the interim, I found out that other Wenners who had paid using credit cards also had their December TSVs cancelled. There was no reason for this to have happened. -- It's especially frustrating since the December TSVs are the best Wen CC values at around $16 per 16oz CC.

So Lacey Skye, I'm guessing you can figure what my feeling are about these order shortages. They're sure not positive.

___

TSV ADVANCE ORDERS

Because of this problem, these days I've been strongly recommending that all Wenners order their TSVs in advance of the TSV date. This way they know that they will definately receive their TSV order. It also gives them a hedge against future A/D shipments that might get shorted, since their follow up shipments will be sent out a few weeks before the general A/D releases.

This is also a really good reason for all Wenners to get a subscription to InsideQ (the Insider) which just about always contains the QVC advance WEn TSV order numbers.

Recently, the forum mods have let forum members know how to request these subscriptions.

NOTE: Check back in a few minutes and I'll add this recent info to this post.

___

SPECIAL OFFERS AVAILABLE DURING CHAZ's VISITS

Frequently, a few days before one of Chaz's visits, Wen special values are quietly added to the QVC product listings.

lol, they don't stay quiet for very long because a lot of of us know this pattern and scour the QVC listings starting a few days before Chaz's visits. As soon as we see a new value listed, we share this info on the QVC forum.

On September 1st (at around 12:06am ET, I believe), @sonechko spotted a number of these values and shared this info on the fourm.

When very special limited crazy good values become available, it's best to place your orders right then and there. That's because when they are presented on the air, they frequently sell out in minutes. So purchasing them in advance it really the only way to hedge your bet.

If it's not a crazy good value... just a special value... then, if you can, it would be great if you can hold off on placing your order until the beginning of Chaz's first on air show or segment.

The special values (as opposed to crazy good values) don't get snapped up quite as quickly, so there's shouldn't be a problem if you purchase them at the beginning of Chaz's first show. -- This is also true of the Wen gallons.

Unfortunately, QVC really only gives Chaz (and Wen) credit for on air sales. So it's appreciated when our orders are placed at the beginning of Chaz's first show... whenever that is possbile.

-- bebe

@bebe777

That really sucks. This is the first time I've ever had any issues with my Wen orders. I did send Cooper a message on FB to see if she can let me know if the backorders will be filled. It irritates me because I have three gallons of tea tree and don't really need the 32 oz plus the 8oz remoist was a little over $1 more than the 4oz. That's why I got five of them. Placed my order two minutes after midnight. One of my friends had one tea tree on waitlist and she got her order...yet mine that wasn't was put on back order. I paid with a credit card at the time I placed my order. If they don't honor the two 4oz in place of the 8oz, I doubt I'll ever order anything from QVC again. I'll just order directly from Chaz and pay a higher price.

Re: Backorder???

Lacey Skye — Wed, 23 Sep 2015 23:07:34 GMT

Cooper just got back with me and let me know the backorders won't be filled because they sent QVC everything they had.

Sigh.....guess I need to get my mean voice on so I can deal with customer service.

Re: Backorder???

bebe777 — Wed, 23 Sep 2015 23:27:56 GMT

Lacey Skye wrote:
@bebe777

That really sucks. This is the first time I've ever had any issues with my Wen orders. I did send Cooper a message on FB to see if she can let me know if the backorders will be filled. It irritates me because I have three gallons of tea tree and don't really need the 32 oz plus the 8oz remoist was a little over $1 more than the 4oz. That's why I got five of them. Placed my order two minutes after midnight. One of my friends had one tea tree on waitlist and she got her order...yet mine that wasn't was put on back order. I paid with a credit card at the time I placed my order. If they don't honor the two 4oz in place of the 8oz, I doubt I'll ever order anything from QVC again. I'll just order directly from Chaz and pay a higher price.

@Lacey Skye, I really feel for you... and you know I know how you feel. I'm still (clearly irked) about what happened with the December TSV but I just chalked it up to water under the bridge and have (more or less) moved on.

Unfortunately, probably to maximize orders, some stuff get oversold and there are consequences.

The way I try to look at it is that that's the price I pay for ordering the way this is all set up.

The real truth is that I come out way far ahead financially by ordering Wen through QVC. They won't notice one less customer ordering through them, but it will cost you a lot extra to order through Chaz.

I think the best stategy going forward is simply that forewarned is forearmed.

Place place Wen special value orders early (really asap). the Wen forum boards a few days before Chaz's visits, because any Wen values are posted frequently within minutes of becoming available. lol, one of us is likely to be going through the QVC Wen listings and immediately sharing any new Wen info.

While it's now completely up to date, I've started a New Wen products & special values listing. I'm going to try to add the new values as when they become available as a one stop source for the latest value info.

Get yourself a QVC Insider Subscription so that you;ll know about the advance TSV order numbers. -- In another forum( on 9/7), one of the QVC moderators shared the info below:

Just send an email to QVCSocialTeam@qvc.com include your email address used on your QVC account and we will get your subscribed!!!

Beth

Customer Care

QVC has the very best Wen values, so just keep reading the forum info and you'll learn the best ways to snag the great Wen values on QVC.

-- bebe

Re: Backorder???

sueinsf — Wed, 23 Sep 2015 23:26:01 GMT

If QVC has the 4oz available, I would really push CS hard to send you two 4oz in place of the 8oz -- and you might have to speak to a supervisor in order to do that. They will probably resist, because it costs far more individually, but present what happened and tell them how upset you are and give it a try. I generally find when I am firm (but nice about it), I usually get things from CS reps. You shouldn't have to get the 32oz cleansing conditioner if you don't want that, just to get the remoist.

Re: Backorder???

Lacey Skye — Wed, 23 Sep 2015 23:26:43 GMT

@bebe777 wrote:
Lacey Skye wrote:
@bebe777

That really sucks. This is the first time I've ever had any issues with my Wen orders. I did send Cooper a message on FB to see if she can let me know if the backorders will be filled. It irritates me because I have three gallons of tea tree and don't really need the 32 oz plus the 8oz remoist was a little over $1 more than the 4oz. That's why I got five of them. Placed my order two minutes after midnight. One of my friends had one tea tree on waitlist and she got her order...yet mine that wasn't was put on back order. I paid with a credit card at the time I placed my order. If they don't honor the two 4oz in place of the 8oz, I doubt I'll ever order anything from QVC again. I'll just order directly from Chaz and pay a higher price.

@Lacey Skye, I really feel for you... and you know I know how you feel. I'm still (clearly irked) about what happened with the December TSV but I just chalked it up to water under the bridge and have (more or less) moved on.

Unfortunately, probably to maximize orders, some stuff get oversold and there are consequences.

The way I try to look at it is that that's the price I pay for ordering the way this is all set up.

The real truth is that I come out way far ahead financially by ordering Wen through QVC. They won't notice one less customer ordering through them, but it will cost you a lot extra to order through Chaz.

I think the best stategy going forward is simply that forewarned is forearmed.

Place place Wen special value orders early (really asap). Wathc the Wen forum boards a few days before Chaz's visits, because any Wen values are posted frequenlty within minutes of becoming available. lol, one of us is likely to be going through the QVC Wen listings and immediatey sharing any new Wen info.

While it's now completely up to date, I've started a New Wen products & special values listing. I'm going to try to add the new values as when they become available as a one stop source for the latest value info.

Get yourself a QVC Insider Subscription so that you;ll know about the advance TSV order numbers. -- In another forum( on 9/7), one of the QVC moderators shared the info below:

Just send an email to QVCSocialTeam@qvc.com include your email address used on your QVC account and we will get your subscribed!!!

Beth
Customer Care

QVC has the very best Wen values, so just keep reading the forum info and you'll learn the best ways to snag the great Wen values on QVC.

-- bebe

@bebe777

Just got off the phone with customer service. The rep was sooo nice. I didn't even have to finish explaining to her the problem. She asked me if I would mind getting double the 4oz product and she would adjust the price. So....I now have 20 of the 4oz hopefully heading out to me very, very soon!

Re: Backorder???

sueinsf — Wed, 23 Sep 2015 23:31:26 GMT

SO glad that worked out!!! I'm guessing you meant 2 of the 4oz and not 20, right??

Re: Backorder???

bebe777 — Wed, 23 Sep 2015 23:31:34 GMT

@Lacey Skye wrote:
@bebe777

Just got off the phone with customer service. The rep was sooo nice. I didn't even have to finish explaining to her the problem. She asked me if I would mind getting double the 4oz product and she would adjust the price. So....I now have 20 of the 4oz hopefully heading out to me very, very soon!

@Lacey Skye great news!!! The best news!!! Crisis averted!!! Congrats!!!

That's another thing... sometimes just talking to a different CS rep... or maybe even a few... will give a different, more positive result!!! Yay!!!

-- bebe

Re: Backorder???

Lacey Skye — Wed, 23 Sep 2015 23:33:35 GMT

@sueinsf wrote:
If QVC has the 4oz available, I would really push CS hard to send you two 4oz in place of the 8oz -- and you might have to speak to a supervisor in order to do that. They will probably resist, because it costs far more individually, but present what happened and tell them how upset you are and give it a try. I generally find when I am firm (but nice about it), I usually get things from CS reps. You shouldn't have to get the 32oz cleansing conditioner if you don't want that, just to get the remoist.

@sueinsf

I spoke with CS and the rep brought up giving me double on the 4oz to make up for the 8oz before I even finished my question to her. She was so helpful.

Re: Backorder???

Lacey Skye — Wed, 23 Sep 2015 23:36:08 GMT

@sueinsf wrote:
SO glad that worked out!!! I'm guessing you meant 2 of the 4oz and not 20, right??

@sueinsf

I orginally ordered five of the deluxe 8oz remoist. I meant 10 of the 4oz not 20.

Re: Backorder???

sonechko — Wed, 23 Sep 2015 23:37:40 GMT

Here we go! Awesome!

Re: Backorder???

sueinsf — Wed, 23 Sep 2015 23:38:14 GMT

@Lacey Skye wrote:
@sueinsf wrote:
SO glad that worked out!!! I'm guessing you meant 2 of the 4oz and not 20, right??
@sueinsf

I orginally ordered five of the deluxe 8oz remoist. I meant 10 of the 4oz not 20.

@Lacey Skye now I see why you were so upset! That's a lot of remoist!! Happy CS took care of that for you.

Re: Backorder???

sonechko — Wed, 23 Sep 2015 23:39:50 GMT

How often do you use remoist, @Lacey Skye? You seem to get a lot of it at a time, and you seem to really care about having it handy!

Re: Backorder???

bebe777 — Wed, 23 Sep 2015 23:41:04 GMT

@sueinsf wrote:
@Lacey Skye wrote:
@sueinsf wrote:
SO glad that worked out!!! I'm guessing you meant 2 of the 4oz and not 20, right??
@sueinsf

I orginally ordered five of the deluxe 8oz remoist. I meant 10 of the 4oz not 20.
@Lacey Skye now I see why you were so upset! That's a lot of remoist!! Happy CS took care of that for you.

@Lacey Skye agreed!! I would have been furious!!! That is a lot of remoist and a huge value savings. I'm so glad CS made the offer to correct their mistake!!

-- bebe

Re: Backorder???

Lacey Skye — Wed, 23 Sep 2015 23:41:50 GMT

@sueinsf wrote:
@Lacey Skye wrote:
@sueinsf wrote:
SO glad that worked out!!! I'm guessing you meant 2 of the 4oz and not 20, right??
@sueinsf

I orginally ordered five of the deluxe 8oz remoist. I meant 10 of the 4oz not 20.
@Lacey Skye now I see why you were so upset! That's a lot of remoist!! Happy CS took care of that for you.

Cooper told me it happens often and she's not sure why. However, she did let me know that she had passed on my story to the buyer to let them know about the problems that are happening.

@sueinsf

I'm sure you know 20 year olds are not known for patience. Especially when you mess with their hair or makeup products. I got a male customer service rep the first time today and I'm sure he didn't understand the importance of me getting my product. However, the woman that just helped me understood without me having to go into much detail.

Re: Backorder???

Lacey Skye — Wed, 23 Sep 2015 23:45:29 GMT

@sonechko wrote:
How often do you use remoist, @Lacey Skye? You seem to get a lot of it at a time, and you seem to really care about having it handy!

@sonechko

I use it twice a week. My sister and I live together. She uses it too. I bought so much because it was $59.94 for 8 oz versus $58.00 for the 4oz. I couldn't pass up such a great deal. I would have ordered more if I hadn't ordered so much Wen this month. I know my Dad is going to have heart failure when he gets the cc bill this month. I think he's learned by now with my five sisters and myself that hair care products are considered emergency purchases.