topic Re: Customer Service- DISAPPOINTING in Suggestion Box

Customer Service- DISAPPOINTING

lolakimono — Fri, 12 Feb 2016 03:54:50 GMT

Long story short...

I discovered the Halston sweatshirt A270260 and decided to take a chance on it by ordering it in two colors.

To my surprise, one of the two colors was released soon after and then shipped out.

Edited to remove personal information Beth QVC

It didn't ship until 1/12, but once I received it I liked the fit so much that I decided to order the remaining colors in my size, now on waitlist.

I have been stalking my orders each day, with no ship dates.

Another board member mentioned that it is now "on sale", which didn't show up in my order list. When I clicked on the link and saw that it is now reduced to $27.12, I contacted CS via live chat to ask for a price adjustment. The CS agent denied it, because it was beyond 30 days of the order date, even though it didn't ship until 1/12 and I contacted them on 2/11.

I wrote "thanks. I'll cancel my remaining waitlist orders then" and she replied "you're welcome!"

Do the math, CS.

I just canceled $178.08 in future orders because you would not credit $17.

I took my money to Belk instead and ordered a similar sweatshirt, in stock, for a grand total of $14.49.

Re: Customer Service- DISAPPOINTING

GingerPeach — Fri, 12 Feb 2016 01:57:08 GMT

These comments mean a lot coming from you, @lolakimono, because you have shown yourself to be sensible and smart.

It's true - other companies would be more likely to work with you.

If you haven't already, you might try calling back until you reach someone who is more amenable to thinking things through.

I think many of us have experiences in which we've called a few times before we reached someone who would work with the customer. I once had to call Coldwater Creek three times before I got both the percent off plus the free shipping they were promoting in email at the time.

Re: Customer Service- DISAPPOINTING

SeaMaiden — Fri, 12 Feb 2016 01:57:51 GMT

@lolakimono That is sad how CS treated you. QVC lost out not just in a sale, but lost a good customer.

Re: Customer Service- DISAPPOINTING

Beth-QVC — Fri, 12 Feb 2016 02:03:01 GMT

@lolakimono

Please accept our apology for the disappointing customer service you received from our customer services. I am grateful however, that you took the time to post this experience because it is important to us to hear the negative as well as the positive. If you would please send an email to QVCSocialTeam@qvc.com we would like to discuss this in more depth. Thank you again for your time...

Beth QVC

Re: Customer Service- DISAPPOINTING

bonnielu — Fri, 12 Feb 2016 02:08:19 GMT

When I think I am right... I call back many times until I get someone who will see it my way and help me. It usually works. Now that you have the attention of QVC I am sure they will try to help you.

Re: Customer Service- DISAPPOINTING

Karnerblue — Fri, 12 Feb 2016 02:14:33 GMT

@lolakimono, so if you get it straightened out to your liking, will you put those orders through that you cancelled? I'm just curious is all.

Re: Customer Service- DISAPPOINTING

qvcaddition — Fri, 12 Feb 2016 03:36:05 GMT

90% of CS doesn't care anymore like they use to. Maybe its all the new hires, they are useless.

READ MY POST IN COMMUNITY ABOUT BACK ORDERS OR SOMETHING. I WAS FURIOUS THIS MORNING. A customer for at least 25 years, pay my account in full everymonth and they rejected the Scrub Mommy I ordered yesterday and said use a card that is not outdated. I used the Q card that has no expiration date. Then they said the auto order was not paid. I just ordered this new item yesterday

The CS ask for my last 4 number of Q card and last 4 of SS and then tells me not allowed to get into account. A couple of years ago a CS was able to get into account. I said, give me the number of the bank so I can call them because I should not have been rejected. She said I can't. She then put the order through and said it was proberly the auto online order they have been having trouble with. Well i can almost believe that, their online has been screwed up for a couple years and getting worse. CS has no power at all. Amazon CS can really help. The Q is going downhill so fast.

Re: Customer Service- DISAPPOINTING

vickie25 — Fri, 12 Feb 2016 03:41:41 GMT

I'm surprised that the CS rep denied your adjustment. QVC advertises that you have 30 days to "love it or return it", so the 30 day clock for any price adjustment really begins when you receive the item. So add 5-7 days to the Jan 12th ship date and you were well within the timeframe as you could have returned the sweatshirt for a refund.

Re: Customer Service- DISAPPOINTING

Pearlee — Fri, 12 Feb 2016 04:11:00 GMT

@vickie25 wrote:
I'm surprised that the CS rep denied your adjustment. QVC advertises that you have 30 days to "love it or return it", so the 30 day clock for any price adjustment really begins when you receive the item. So add 5-7 days to the Jan 12th ship date and you were well within the timeframe as you could have returned the sweatshirt for a refund.

@vickie25 Nope. The 30-day clock for the purposes of a price adjustment always begins on the order date. I've run into this before with CS.

@lolakimono The Belk sweatshirt doesn't look cropped to me, like the Halston.

Re: Customer Service- DISAPPOINTING

Venezia — Fri, 12 Feb 2016 04:26:10 GMT

I'm not surprised at the OP's experience with CS. Most of the time, I'm very happy with my interactions with them.

But not very long ago, I ordered some QF DreamJeannes that were a LTS. They were under $25. I tried to order two different colors, but one of them, every time I clicked on it to put it in my cart would come up as unavailable - even though it showed in stock.

Long story short: I gave up and just ordered the one pair. Next day, I see the other ones I wanted apparently back "in stock"...BUT the price had gone up $15. No way was I paying that much more so I called CS and explained and asking to order them at the same price I'd paid for the first pair.

Got a "We can't do that." And then a crazy conversation about "30 days". I said "The other pair haven't even shipped yet." Still got nowhere, so I said pretty much the same thing - "Fine, then I won't order these because I'm not paying $15 more than I would've, if they'd have shown up as available yesterday." I simply could not get the woman to even understand the point I was making. And for whatever reason, she didn't get the fact that I had only ordered them the previous day. What 30 days was she talking about???

I've kept an eye on them since and they show up from time to time, but still at the much higher price on "clearance". (Yeah, right.) No longer interested in buying them, but what sense did any of that make? Do they want to clear out old stock or not?

Re: Customer Service- DISAPPOINTING

Pearlee — Fri, 12 Feb 2016 04:32:37 GMT

@Venezia I would have asked to talk to a supervisor since clearly the CS person just didn't "get it."

Re: Customer Service- DISAPPOINTING

Venezia — Fri, 12 Feb 2016 04:42:15 GMT

@Pearlee - I did mention that during the conversation ("Is there a supervisor who could do this?"). Seriously, I got nowhere and after finishing the talk with the woman, I decided I really didn't care enough to bother contacting them again!

Although, I did try doing a live chat, thinking I could explain better in writing to someone. I sat there for ten minutes waiting for my "chat" to start (no, I'm not exaggerating) and finally closed that, too.

After that, I was done and chalked it up to "not meant to be". It's not like I need any more clothes!

Re: Customer Service- DISAPPOINTING

lolakimono — Fri, 12 Feb 2016 10:45:57 GMT

@Pearlee wrote:

@lolakimono The Belk sweatshirt doesn't look cropped to me, like the Halston.

@Pearlee

The Belk sweatshirt is available in petites, which will be a shorter length. The Halston sweatshirt is not as "cropped" on me as a petite.

HTH

Re: Customer Service- DISAPPOINTING

lolakimono — Fri, 12 Feb 2016 10:51:44 GMT

@Karnerblue wrote:
@lolakimono, so if you get it straightened out to your liking, will you put those orders through that you cancelled? I'm just curious is all.

@Karnerblue

No- I ordered something else from Belk. There are plenty of places who are still in the customer service business, with "old fashioned" business practices like sales, clearance, free shipping, and coupon codes.

Now I will probably get "the letter" for canceling those orders. Sigh.

Re: Customer Service- DISAPPOINTING

nyc1 — Fri, 12 Feb 2016 10:56:28 GMT

That is so frustrating. I always bump an issue up to a Manager if I don't get the service I beleive I deserve.

Re: Customer Service- DISAPPOINTING

I am still oxox — Fri, 12 Feb 2016 11:50:00 GMT

I had something else happen with CS, I know I was lied to about tracking on an item, I called about a ring which had taken a long time to ship and longer to arrive, I knew what the tracking said, but I was literally told by some CS person it was wrong and was already at my local PO, wrong long story short it finally arrived 3 days later.

It was ordered on 1/28, shipped on 2/2 and finally arrived on 2/8. I really hate that I can no longer select my shipping method

Re: Customer Service- DISAPPOINTING

nomless — Fri, 12 Feb 2016 12:24:51 GMT

Ordered on 1/28 and delivered on 2/8. That's 10 or 11 days, with a couple of weekends in there. Well within the window of 5-10 working days. Not an issue, IMO. Things I order routinely take that long or longer. And I'm not convinced that CS lied -- I often find that the tracking I see is incorrect (tracking shows a package is several states away from me on the day it's delivered to me). CS might have more accurate tracking info.

Enjoy your new ring.

Re: Ceyeustomer Service- DISAPPOINTING

qvcaddition — Fri, 12 Feb 2016 16:13:50 GMT

Spoke with different this AM and said she sees nothing on account as having been denied. I read her the Email sent and she still didn,t believe. The new crop of CS are not polite.

Re: Customer Service- DISAPPOINTING

Venezia — Fri, 12 Feb 2016 16:35:32 GMT

@I am still oxox wrote:
I had something else happen with CS, I know I was lied to about tracking on an item, I called about a ring which had taken a long time to ship and longer to arrive, I knew what the tracking said, but I was literally told by some CS person it was wrong and was already at my local PO, wrong long story short it finally arrived 3 days later.
It was ordered on 1/28, shipped on 2/2 and finally arrived on 2/8. I really hate that I can no longer select my shipping method

@I am still oxox - You can still select your shipping method. You just have to pay the higher cost for it, instead of the flat rate of $3 or $5 (or occasional free shipping).

If I wanted to be absolutely sure of UPS Ground, I'd select that from the shipping options and pay the extra amount.

Re: Customer Service- DISAPPOINTING

Pearlee — Fri, 12 Feb 2016 17:04:07 GMT

@lolakimono wrote:
@Pearlee wrote:

@lolakimono The Belk sweatshirt doesn't look cropped to me, like the Halston.
@Pearlee
The Belk sweatshirt is available in petites, which will be a shorter length. The Halston sweatshirt is not as "cropped" on me as a petite.

HTH

I have no idea what HTH means, so that was lost on me.