topic Re: Pink Jasmine problems.....grrrr in WEN

Pink Jasmine problems.....grrrr

TamiT28 — Sat, 20 Feb 2016 16:44:16 GMT

I placed my order for Pink Jasmine on February 1 (knowing not much at all about the product but loving Wen that much!!). The confirmation email stated it would ship later in the month.

Here is my first question.....why would QVC make this product the "Item of the Month" yet it is not available (supposedly) until 2/20?

Wait...it gets better. My product still has not shipped!! And no one at QVC can explain why it still has not shipped. I know for sure it has been presented on air 2 times (maybe more), other people who ordered just this week are saying their product has shipped.

I sent 2 emails, got 2 different responses. I tried "Live Chat" two times only to be disconnected twice.

Grrrr.....not happy at all.

Re: Pink Jasmine problems.....grrrr

bebe777 — Sat, 20 Feb 2016 16:57:10 GMT

@TamiT28 wrote:
I placed my order for Pink Jasmine on February 1 (knowing not much at all about the product but loving Wen that much!!). The confirmation email stated it would ship later in the month.
Here is my first question.....why would QVC make this product the "Item of the Month" yet it is not available (supposedly) until 2/20?

Wait...it gets better. My product still has not shipped!! And no one at QVC can explain why it still has not shipped. I know for sure it has been presented on air 2 times (maybe more), other people who ordered just this week are saying their product has shipped.
I sent 2 emails, got 2 different responses. I tried "Live Chat" two times only to be disconnected twice.
Grrrr.....not happy at all.

@TamiT28, I'mreally sorry to hear about your issue with this. Other Wenners' orders are shipping now, so here's my suggestion on what to do:

* Call QVC customer service at 800-367-9444 and tell them you want to speak with a supervisor. Because of the small shipment windo, at this point you need to get a supervisor involved.

* If the supervisor can't guarentee that your shipment in in process, then have them cancel the orders and replace your order. -- Get their name and ask (really tell) them to send you a confirmation email, so you have proof of the interaction.

Please share with us how it all goes.

Best of luck!!

-- bebe

Re: Pink Jasmine problems.....grrrr

bebe777 — Sat, 20 Feb 2016 17:03:20 GMT

@TamiT28, and welcome to the Wen forum and the wenderful world of Wen!!

I'm just sorry that my welcome is in conjuction with a QVC S&H issue.

I hope you enjoy Chaz's show this afternoon and that there is an OTO to your liking!!

-- bebe

Re: Pink Jasmine problems.....grrrr

TamiT28 — Sat, 20 Feb 2016 17:41:06 GMT

@bebe777 Quick question....why is the customer service phone number you listed different than the phone number listed here on the web?

I did call, supposedly no supervisor available so they will have to call me back within 4 hours.

And I have been part of the Wen forum for a long time, this isn't my first time here so no need to welcome me!

Re: Pink Jasmine problems.....grrrr

bebe777 — Sat, 20 Feb 2016 18:05:27 GMT

@TamiT28 wrote:
@bebe777 Quick question....why is the customer service phone number you listed different than the phone number listed here on the web?

I did call, supposedly no supervisor available so they will have to call me back within 4 hours.

And I have been part of the Wen forum for a long time, this isn't my first time here so no need to welcome me!

Hi @TamiT28, the QVC customer service number I gave you is the one that QVC gave to me and so now it's on my iPhone. I don't know more than that. *s*

I had forgotten it was the weekend. Based on weekend past experience, you probably won't get a call back from the supervisor.

Change of plans, just speak with the customer service rep who answers...

* explain the situation

* If the CS rep can't guarantee that your shipment in in process, then have them cancel the orders and replace your order. -- Get their name and ask (really tell) them to send you a confirmation email, so you have proof of the interaction.

* over the weekend, periodically monitor the process of your order via your QVC account.

* Then on monday, call and ask to speak to a supervisor to confirm that everything is in order... or to make sure it gets fixed if there's still a problem. -- Get their name and ask (really tell) them to send you a confirmation email, so you have proof of the interaction.

Let me know how your conversation with the QVC CS rep goes. I'll be on line for a bit longer and I'll be in and out this afternoon.

-- bebe

Re: Pink Jasmine problems.....grrrr

SurferWife — Sat, 20 Feb 2016 18:31:35 GMT

@TamiT28 wrote:
@bebe777 Quick question....why is the customer service phone number you listed different than the phone number listed here on the web?

I did call, supposedly no supervisor available so they will have to call me back within 4 hours.

And I have been part of the Wen forum for a long time, this isn't my first time here so no need to welcome me!

@TamiT28...Bebe was probably not familiar with your nickname and because of her sweet demeanor wanted to show some hospitality to someone she thought was new to WEN.

I hope you you get your shipping issue resolved and enjoy your PJP when you receive it. I ordered mine directly from Chaz and received it last week. I've used it both on my hair and as my facial cleanser and love it so much I plan to order more. Aloha!

Re: Pink Jasmine problems.....grrrr

ANewHue — Sat, 20 Feb 2016 19:14:31 GMT

@TamiT28 Sorry this is happening with your PJP. I understand your frustration because I'm just getting over a huge issue that took me over a month to resolve. I finally got what was owed to me after I took it to corporate BUT I didn't appreciate the attitude. I came away with a very bad taste in my mouth and I vow to limit my purchases although I spend the bulk of my purchases on Wen. The last time I had an issue over a year ago I was more that pleased the way it was handled by corporate unfortunately I did not get close to that satisfaction this time, there is no customer relations at all. Their interest is on pushing the Q card to new customers. Good luck and I really hope you get to enjoy your PJP soon.

Re: Pink Jasmine problems.....grrrr

TamiT28 — Sat, 20 Feb 2016 19:39:09 GMT

Below is a response I just got from someone at QVC who runs their Facebook page:

Unfortunately your order would not necessarily ship first if they did not order the advance sale item as you did, the item you ordered was “Ships 2/20 WEN by Chaz Dean 32 oz. Pink Jasmine Cleansing Cond.” so the order will most likely ship on or about the 20th. I would expect we will see some movement shortly, if you don’t see movement within the next few days then we can take action.

So here is a my reply.....what good does it do to order early? It certainly does not mean you will get your product sooner. It most likely means you will get your product later or never!! This whole situation has shown me what a terrible company QVC really is.

Re: Pink Jasmine problems.....grrrr

HappyDaze — Sat, 20 Feb 2016 19:43:55 GMT

@ANewHue wrote:
@TamiT28 Sorry this is happening with your PJP. I understand your frustration because I'm just getting over a huge issue that took me over a month to resolve. I finally got what was owed to me after I took it to corporate BUT I didn't appreciate the attitude. I came away with a very bad taste in my mouth and I vow to limit my purchases although I spend the bulk of my purchases on Wen. The last time I had an issue over a year ago I was more that pleased the way it was handled by corporate unfortunately I did not get close to that satisfaction this time, there is no customer relations at all. Their interest is on pushing the Q card to new customers. Good luck and I really hope you get to enjoy your PJP soon.

@ANewHue that sounds horrible but not surprising. I have only very limited contact with CS since I don't purchase much at all from QVC but the few times I have, it has not been a pleasant experience at all and only once did they actually come through for me but, like you, only after I escalated it. But the few other times it was not really acceptable how they handled it and I essentially was SOL. I am not a fan of QVC's customer service and hence one of the reasons I rarely purchase anything from them.

Re: Pink Jasmine problems.....grrrr

cosmic1 — Sat, 20 Feb 2016 19:49:40 GMT

Mine is still showing 'in process.' I ordered earlier in the month. I'm sure they will get sent out as soon as possible.

Re: Pink Jasmine problems.....grrrr

bebe777 — Sat, 20 Feb 2016 20:19:12 GMT

@HappyDaze wrote:
@ANewHue wrote:
@TamiT28 Sorry this is happening with your PJP. I understand your frustration because I'm just getting over a huge issue that took me over a month to resolve. I finally got what was owed to me after I took it to corporate BUT I didn't appreciate the attitude. I came away with a very bad taste in my mouth and I vow to limit my purchases although I spend the bulk of my purchases on Wen. The last time I had an issue over a year ago I was more that pleased the way it was handled by corporate unfortunately I did not get close to that satisfaction this time, there is no customer relations at all. Their interest is on pushing the Q card to new customers. Good luck and I really hope you get to enjoy your PJP soon.
@ANewHue that sounds horrible but not surprising. I have only very limited contact with CS since I don't purchase much at all from QVC but the few times I have, it has not been a pleasant experience at all and only once did they actually come through for me but, like you, only after I escalated it. But the few other times it was not really acceptable how they handled it and I essentially was SOL. I am not a fan of QVC's customer service and hence one of the reasons I rarely purchase anything from them.

@HappyDaze and @ANewHue, that's such a shame that the two of you have had negative experiences with QVC customer service.

I've actually had great experiences with QVC customer service... except when they've cancelled my Wen TSVs after having cashed the checks. In those instances though, there isn't really much that even a QVC supervisor can do. -- I recently found out that corporate can help out, but I'm hoping it won't happen again.

I had such horrendous service for 3-4 years with HSN that I will not purchase anything from them. -- I stopped buying HSN items probably 4-6 years ago and haven't gone back. The only times I have to interface with them is to find out upcoming info on Andrew Lessman specials and they are no help. I always wind up having to call Procaps Labs directly for info.

-- bebe

Re: Pink Jasmine problems.....grrrr

bebe777 — Sat, 20 Feb 2016 20:22:04 GMT

@TamiT28 wrote:
Below is a response I just got from someone at QVC who runs their Facebook page:

Unfortunately your order would not necessarily ship first if they did not order the advance sale item as you did, the item you ordered was “Ships 2/20 WEN by Chaz Dean 32 oz. Pink Jasmine Cleansing Cond.” so the order will most likely ship on or about the 20th. I would expect we will see some movement shortly, if you don’t see movement within the next few days then we can take action.

So here is a my reply.....what good does it do to order early? It certainly does not mean you will get your product sooner. It most likely means you will get your product later or never!! This whole situation has shown me what a terrible company QVC really is.

@TamiT28, I'm so sorry to hear about this run around... which is what it is. I'm guessing that the CS rep is just giving you the general line.

My recommendation is to call them on monday (since today IS 2/20) if you don't see your package is being sent out. -- Speak to a Supervisor (they are easier to find during the work week) to sort it out and insist that they send you an email confirmation.

Best of luck!!

-- bebe

Re: Pink Jasmine problems.....grrrr

untitled — Sat, 20 Feb 2016 20:31:10 GMT

Hmm. It was always quite clear that PJP would not ship till February 20- as an advance order that info was always available to you. I also ordered Feb 1 and the order is now processing.

Re: Pink Jasmine problems.....grrrr

TamiT28 — Sat, 20 Feb 2016 20:33:52 GMT

Well, I did receive a call from a supervisor today....unfortunately no help. She said it must have been a different item number, she looked up Pink Jasmine Peony only to see that there is only one item number. I asked why people were having their product shipped before mine, she didn't know. I asked when my order will be shipped, she didn't know. I asked her what the purpose is of ordering early, she didnt' know.

Just now on the private Wen FB page, someone actually RECEIVED their PJP today!! Yes, that is correct, their package was on their doorstep with PJP inside.

Re: Pink Jasmine problems.....grrrr

HappyDaze — Sat, 20 Feb 2016 20:59:51 GMT

@untitled wrote:
Hmm. It was always quite clear that PJP would not ship till February 20- as an advance order that info was always available to you. I also ordered Feb 1 and the order is now processing.

This is true. I did a mock checkout when it was first available to order and it clerarly stated it would ship 2/20.

Re: Pink Jasmine problems.....grrrr

ANewHue — Sat, 20 Feb 2016 21:39:07 GMT

@HappyDaze@bebe777@TamiT28 After having such a wonderful experience previously with corporate I was shocked with the service or should I say the lack of service from the woman I spoke with. She was a complete idiot, sorry but that's the only way I can describe my experience. They owed me a $30 gf from a D & B purchased in November. After weekly calls from the beginning of January to regular cs where I only spoke to 2 reps that were sympathic to my plight I escalated it thinking for sure it would be resolved. I was actually laughed at because it was only $30 and more or less told to forget that they owed me anything. The corporate was no better, do you believe she actually had the nerve to ask me to wait two more weeks, after waiting a total of 3 months. She called me back a few minutes later but wasn't nice at all and said "I just put the $30 on your account". I only got what they owed me. They should have thrown me at least a $10 courtesy or something. This is why I'm cutting down on my purchases besides Wen. She didn't care that I spend over $500 a month with the company, didn't care how long I've been a customer so I'm done.

Re: Pink Jasmine problems.....grrrr

quadmimi — Sat, 20 Feb 2016 22:01:40 GMT

@SurferWife wrote:
@TamiT28 wrote:
@bebe777 Quick question....why is the customer service phone number you listed different than the phone number listed here on the web?

I did call, supposedly no supervisor available so they will have to call me back within 4 hours.

And I have been part of the Wen forum for a long time, this isn't my first time here so no need to welcome me!
@TamiT28...Bebe was probably not familiar with your nickname and because of her sweet demeanor wanted to show some hospitality to someone she thought was new to WEN.

I hope you you get your shipping issue resolved and enjoy your PJP when you receive it. I ordered mine directly from Chaz and received it last week. I've used it both on my hair and as my facial cleanser and love it so much I plan to order more. Aloha!

@SurferWife @bebe77 Yes Bebe is such a wonderful help to all and keeping track of everything she does is beyond me...Thank you agin Bebe for all you do..

I have not had any real bad experiences either, just slow shipping alot of times...

In fact the Q is heads about Evine and HSN, (I do have story's from their, but it's not a huge deal)...

I am sure we all will enjoy our new PJP whenever it comes, and can enjoy the reviews of those who are using it...(mine is just leaving also and I ordered early)

Re: Pink Jasmine problems.....grrrr

TamiT28 — Sat, 20 Feb 2016 22:07:39 GMT

I am 100% aware that the ship date stated 2/20 from the very beginning of this being offered. BUT why are people who ordered much, much later than I did (2/1) already receiving their orders? I spoke with another Wenner and she ordered her product on 2/16, it shipped out on 2/18, and she received it today. That is what I do not understand and am upset about.

Re: Pink Jasmine problems.....grrrr

Brdwygurl — Sat, 20 Feb 2016 22:18:43 GMT

I know there are several different warehouses they ship from… So I wonder if it has to do with location

Re: Pink Jasmine problems.....grrrr

cosmic1 — Sat, 20 Feb 2016 22:53:50 GMT

I doubt that they send them out in the order that the order was received. I ordered my first bottle around the 1st and my 2nd bottle when I found out it was not a permanent addition. They both went to in process at the same time and I expect that I will get them both around the same time.

Some folks were ordering from chazdean.com and getting it early.

My guess would be that they start shipping when they can and certain fulfillment centers may start sooner than others.