topic Re: QVC dropped the ball! in Suggestion Box

QVC dropped the ball!

Blessings2Yah777 — Sat, 05 Sep 2015 13:00:51 GMT

Early in the year I ordered a couple of items from QVC. I ordered them over the telephone and they were shipped to the correct address because I gave my new shipping address to customer service.

In June I ordered some potstickers and a new computer. I ordered these items online. The earlier items have been shipped to my current address so I didn't think anything of simply ordering them. They were shipped to an old address that was two years old in Kentucky when I now live in Arizona. The resident in the apartment where I used to live two years ago excepted the packages and signed for them. So, they never showed up in Arizona. Even though I have change my address with customer service on the phone. Even though I had received the package is already from QVC at my new address. I had to figure out what had happened to my packages and I wrote emails and called QVC. It took me several hours to get this resolved. But, I was assured that it was all taken care of and they were shipping me a new computer.

In the meantime, I saw a different computer that I wanted instead of the first one. So, I called on the phone and talk to customer service to let them know that I was going to order the new computer and send back the one when it arrived that I had originally ordered. So, when the UPS man showed up with the new Computer I handed him the package, unopened to return to QVC that contained the first ( or I guess the second ) computer. A couple of days later I got an email telling me that they had received the computer. So now I had one computer.

I set it up on easy pay. I had enough money in the bank to make payments for a couple of months and more money coming in so when I went into the hospital I didn't worry about not being able to make my payment. I came home from the hospital and had been very ill for quite some time so I didn't balance my checkbook. Then last month when I got paid I look at my bank account and I didn't have enough money to pay my rent! But, I was still very sick and I had to resolve the issue quickly so I went and took out a loan to pay my rent. The loan was very expensive at a high interest rate. I checked my bank statement to see what date was on the last payment on the computer to figure out when the next payment would be due. It showed that the payment would come out around the 23rd of the month.

So when my Social Security check came in on the third I paid my rent, balancedmy checkbook and started to pay my bills. Including $111 for the interest on the loan. Because I still didn't have enough money to pay off the loan. After I went to pay the interest on the loan I check my bank account again and another payment had come out against the computer from QVC. So, I had to go back to my QVC account and once again figure out for QVC what was happening to my account. It showed that even though I had returned the computer I was still being charged $96 plus per month for the computer that had been returned. They had taken three months of payments out of my bank account for a computer that they showed is returned.

Now I've been up all night trying to stay under control but I am very angry. I called QVC CUSTOMER SERVICE and now I've been told that it will take five business days to get the money back to me into my bank account. I don't have grocery money because QVC has my money. I can't pay my electric bill because QVC has my money. I have a loan out against my car because QVC has my money. The payment from QVC didn't directly bounce a check but because they have my money it bounced a different check. I called and talked to the person that answered the phone. I was not satisfied with the response that it's going to take five business days to get my money back so I asked to talk to a supervisor. They told me the same thing. I asked to talk to their supervisor and she refused to allow it.

QVC has taken on authorized payments for my bank account which is as far as I know illegal. If I am not allowed to talk to somebody in charge that can resolve this issue quickly and in my favor monetarily I will be contacting my attorney on Tuesday. It is a holiday weekend which means even if they process it on Monday my bank is closed so I am not going to get my money back and till a week from Monday? In the meantime I have no groceries and can't pay my electric bill. Someone is going to fix it immediately or I will be compensated financially for this chaos. It doesn't do any good to say I'm sorry for your inconvenience and then not resolve the issue that you caused. Someone better call me and resolve this issue immediately. Don't tell me I can't talk to the person in charge or my next step is to call my attorney. You have taken money out of my bank account without authorization!

Re: QVC dropped the ball!

millieshops — Sat, 05 Sep 2015 13:10:02 GMT

Hope you get a resolution quickly - I can't imagine anything less than 5 days because of how the banking systems work.

I do know because I'm a snowbird and change my shipping address twice every year that I always do new orders over the phone and ALWAYS ask what address they are shipping to. I do that everywhere not because of QVC but because twice during my snowbird experiences, I've had medications shipped to the wrong address. Talk about a rise in blood pressure!

Anyway - I'm sorry for your troubles, all of them, because you sound as if you're on overwhelm in many ways.

...

debic — Sat, 05 Sep 2015 13:46:34 GMT

@Blessings2Yah777 Unfortunately that's your mistake. You have to change your default address in your account. Giving them an address doesn't change what you have on your computer.

I pretty much learned this the hard way with Keurig kcups. I had ordered them from my present address but they still went to the default address. It took me 2 months to get the order replaced.

Re: QVC dropped the ball!

Blessings2Yah777 — Sat, 05 Sep 2015 16:11:46 GMT

Regardless of the one that got shipped to the wrong address, the one that got shipped to the right address was returned and logged as returned by QVC. They have been charging me for it anyway. So, they did drop the ball! And I didn't overspend my budget. They took money out of my account that they were not entitled to! Nearly $300.

Re: QVC dropped the ball!

PamfromCT — Sat, 05 Sep 2015 21:40:50 GMT

I am sorry for all your troubles. When you changed your address with customer service, it would have been helpful if customer service explained to you that you had to change your default setting on your computer. Sounds like QVC does not have the most advanced computer system to me.

Good luck with everything. In the future, I would advise you to conduct all your purchases by phone if you ever purchase from QVC again.

Re: QVC dropped the ball!

luv-the-Q — Sun, 06 Sep 2015 00:07:08 GMT

No matter what the OP did or didn't do, she does not deserve this.

Re: QVC dropped the ball!

Blessings2Yah777 — Sun, 06 Sep 2015 01:59:09 GMT

A) I did have enough money in the account for my payments.

B) the second computer WAS shipped to the correct address. Then I called QVC to order the third computer and it they told me how to ship the second one back. I did that. It was received by QVC and I received an email which confirmed the receipt of the computer and said that I would be refunded the payment I had made on it. QVC did not refund the payment and charged me two more payments.

C) I'm not stupid and I'm not neglectful of my personal responsibilities. What I am is a woman who went into heart and kidney failure during this time. Since QVC was showing the computer as returned and I had received an email to that effect promising the refund, I took them at their word.

D) And yes, you can take your opinions and stuff them. You don't know me or all the facts and yet a company that prides itself on customer service did. When I called in June to straighten things out they said it was all taken care of. Plus I have an email to that effect. When you contract with someone who doesn't follow through on their end of the contract and costs you hours and hours of follow up, you have every right to complain. And yes, I just joined the forum to complain. I believe I have the right to stand up for myself.

Re: QVC dropped the ball!

Blessings2Yah777 — Sun, 06 Sep 2015 03:40:38 GMT

You don't listen very well. Do you?

i had the money in the bank for the one computer I bought. I did not have the money in the bank for two computers because I did not buy two computers. I bought one computer which I had plenty of money to pay for. I got sick and was unable to review my account. So that is not QVC's fault. What is their fault is telling me that the second computer was returned and writing to me that the money would be refunded and then continuing to take money out of my bank account. The money was there for payment on one computer. Not two computers. That is how they dropped the ball. My account shows them taking money out for the returned computer. Why can't you get that straight, I've said it every way I know how.

How nice it must be to judge other people as fiscally irresponsible when QVC played fast and loose with money that did not belong to them. I bet if it was your money, your song would be different. Let's see how well you handle it when your life gets turned upside down by circumstances beyond your control. And it the middle of it all, some company drains your assets without your approval.

Re: QVC dropped the ball!

PamfromCT — Sun, 06 Sep 2015 03:56:54 GMT

@luv-the-Q wrote:
No matter what the OP did or didn't do, she does not deserve this.

Luv-the-Q, You took the words right out of my mouth. Whatever someone's story, there are always a few posters who seize the opportunity to be mean and nasty. Wow!

Thank goodness, there are only a few. There are so many kind and wonderful people I have interacted with on these forums.

Re: QVC dropped the ball!

Amy-QVC — Sun, 06 Sep 2015 04:13:45 GMT

Several posts have been removed by QVC because they are mean-spirited comments directed at the original poster.

Re: QVC dropped the ball!

Blessings2Yah777 — Sun, 06 Sep 2015 04:26:00 GMT

Yes, I would also be on it every day. If I wasn't in the hospital in congestive heart failure or in stage four kidney failure! You still don't listen do you? Sometimes life doesn't fit in your little box. That does not make me fiscally irresponsible. And it doesn't give you the right to be judge and jury over someone else's life.

Once I figured out what was going on I set about to straighten the problem out. I have spent hours, literally hours trying to fix QVC's screwup. So, yes I am angry. I don't have the energy to spend fixing their mistake. First I have to uncover it and then I have to fight to get my money back. It's my money. They took it without my permission. They broke the agreement that they made with me that they even put in writing. They dropped the ball!

Re: QVC dropped the ball!

Krissie2 — Sun, 06 Sep 2015 04:40:52 GMT

OP, this won't help you with your current issue, but for the future I would highly recommend using something other than the debit card that is attached to your bank account for your purchases. That way a mistake like this won't take your bill money when you aren't prepared for it. Use a regular credit card, get a secured card, or get a seperate account for Q purchases etc. that isn't tied to your main account.

Also, if you haven't already done it, call your bank and see if they will release the pending authorization. Explain the issue. My bank has done that for me before, yours might, too.

Good luck.

Re: QVC dropped the ball!

Blessings2Yah777 — Sun, 06 Sep 2015 04:53:06 GMT

No one will ever have access to my bank account again. So that's not going to be a problem. Thank you for understanding. If I ever order anything again I will pay cash for it. I can't take a chance that I get sick and something like this ever happens again. No one is around to pick up the pieces when I can't do it myself. I just never expected QVC to be so incompetent when it came to handling a return and processing a refund. I've ordered from them many times in the past and never had any difficulty. This thing with the computers has been a nightmare though. So, I won't ever do anything on easy pay again.

Re: QVC dropped the ball!

Blessings2Yah777 — Sun, 06 Sep 2015 13:21:11 GMT

For those of you who want to continue to refuse to read....pfffft.

yes, I have a computer. And yes I had a heart attack and went into heart failure and kidney failure. I could not follow up on my QVC account and had no reason to try to get someone to do it in the light of receiving an email FROM QVC stating the computer had been returned and I would receive a refund. As soon as I was medically able I began trying to figure out what happened. I will pray that real life NEVER interferes with you so that stuff like this happens to you.

There is a difference between crying/whining and standing up for yourself. I refuse to lay down and let the company or you tell me that it was my fault that their system failed. The truth is that they have a lot of my money that does not belong to them because of their error. Not mine. It just took me a while to uncover their error which I did when I was medically able. If I had not gotten better enough to figure this out on my own, I would have received one computer but paid for two computers and my budget (which was just fine prior to this) would have been screwed up for three more months with constant craziness happening in my bank account. If I had not followed up on the first computer and another order when it did not arrive, I would have been paying for a computer that someone in Kentucky signed for and kept illegally! That got straightened out before my heart attack because I FOLLOWED UP and spent hours getting it straightened out with QVC. When I called yesterday they had forgotten all about that. If I charged them by the hour for the time I spent researching and talking to customer no-service they would owe me more than the cost of the computer I kept.

My direct deposits happen regularly and there is plenty of money going in to handle the bills I am obligated to pay. Including money for one computer. By the time QVC took an extra $400 out of my account, there was not enough. If I had been well enough I would have followed up sooner. But I wasn't and I did not. If I had been able, I would have stopped the madness sooner even if I had to close the account and open another. But, I had a letter from QVC saying the computer had been received and a refund had been processed. So I trusted them and all this was the result.

My account with QVC shows the return of the computer and then several payments coming out after it was returned. That is their error, not mine. It is a flaw in their system. And that is how they dropped the ball.

Unlike you, I will frefrain from name-calling. You have already shown everyone what you are. I pray that God doesn't have to teach you compassion or empathy for other people by allowing reality to interfere with your closed mind. I'd like to know what you would do if you paid for something, returned it and not only did not get the charge reversed but they charged you again and again. And then what if the same thing happened during a time in your life when you were pretty much comatose and had no one to fix it for you???? When you were able to figure out what had happened I guess you would just roll over and pay the bill because it was your fault and not even raise a fuss to get your money back and straighten out the mess caused BY SOMEONE ELSE'S mistake. I refuse to lay down and be abused by anyone, including you. So, keep it up. You show the world your character every time you open your mouth or in this case, type.

Or or maybe you just keep it up because you enjoy hurting others and causing drama. They have a diagnosis for that.

Blessings2Yah

Re: QVC dropped the ball!

Amy-QVC — Sun, 06 Sep 2015 14:36:43 GMT

Hello @Blessings2Yah777, I'm so sorry you are having this issue. I left a message on your voicemail. If you cannot contact me today, you can reach my team members by emailing QVCSocialTeam@qvc.com. I've provided them with the details of your situation.

Also, I am removing posts within this thread because others are making unfair judgments about your situation. We hope that you will continue to remain part of the Community Forum. This is not how we want our new forum members to be greeted, even if a poor service experience was what prompted them to join.

Amy

Re: QVC dropped the ball!

Blessings2Yah777 — Sun, 06 Sep 2015 15:27:01 GMT

Thank you Amy-QVC. I will return your call. I appreciate your help.

And for the person "not buying this", pfffft. Unless you know the facts you are in no position to judge the situation. People, who when presented with the facts, refuse to change their minds and then judge others with closed minds deserve whatever God uses to teach them better.

Re: QVC dropped the ball!

PamfromCT — Sun, 06 Sep 2015 18:25:36 GMT

Thank you so much for removing postings that were demeaning and cruel to the OP.

I, for one, am very ashamed for these posters. There's an old saying, "Some bullies grow old but never grow up."

Sorry for the OP, on many levels.

Re: QVC dropped the ball!

Blessings2Yah777 — Sun, 06 Sep 2015 19:29:54 GMT

Yes, thank you Amy. That person was keeping me even madder. And for some reason that seemed to be their intention. As I said, there is a diagnosis for that.

i will give you a call when I get a chance. Between church and work and a trip to the airport today to pick up a friend, I don't have much time, but I will make some in light of your willingness to help resolve this.

Re: QVC dropped the ball!

Amy-QVC — Sun, 06 Sep 2015 20:49:29 GMT

Thanks @Blessings2Yah777. I sent an email to the email address we have on file for you. You can read it when you have time to fit it into your day. Sounds like you have a lot going on right now.

- Amy