topic SERIOUSLY Q? in Suggestion Box

SERIOUSLY Q?

Chrisiebur — Thu, 02 Feb 2017 23:09:58 GMT

So I have been ordering from the q for over 25 years and this is a new one for me. I ordered some chicken paties. Expecting them to be delivered tomorrow, I took a look only to find my order canceled, which took me by total surprise! I could not find or understand, so I called customer service for an explanaion. The very nice rep placed me on hold, and after a few minutes came back and said "we ran out so we cancelled your order." No email explaing this or phone call. I asked what was up and why they did not contact me, she shared they don't do this anymore(meaning they no longer contact customers to tell them they over sold a product and can't ship it). Well okay then, so I don't find this good customer service.... or seriously what is going on with the Q?

Re: SERIOUSLY Q?

AuntG — Thu, 02 Feb 2017 23:31:04 GMT

First, I'm going to assume your experience was entirely true. Then I'll say that you described horrifically bad customer service. Can you imagine if your local restaurant let you sit there, and only when you questioned where your meal was, did you learn they ran out and cancelled it?

Re: SERIOUSLY Q?

happycat — Thu, 02 Feb 2017 23:53:38 GMT

@Chrisiebur I sometimes wonder if the Q has gotten too big or something. To me, it would just be common courtesy to have let you know.

We were at the Olive Garden a few years back, it was packed. We placed our order and it seemed to be taking forever. The waiter kept saying our dinner would be brought to us soon. Then, he came back and said there was a problem and it was just being prepared. We were nice about it, and the waiter came and said our dinners were on the house. We left him a big tip.

Too bad when the Q gets some of those patties back in they won't give you a discount on them.

Re: SERIOUSLY Q?

QVCkitty1 — Fri, 03 Feb 2017 00:15:27 GMT

They don't seem to have any trouble informing us of sales, promotions, easy pay, etc.

Re: SERIOUSLY Q?

Spurt — Fri, 03 Feb 2017 00:22:07 GMT

Something similar happened to me a while back, I ordered a rug on the website....it never came, so I called and they said it had been damaged during shipment......no phone call, no email, no letter, no re-order placed if I hadn't called I guess QVC would have just kept my money. Needless to say I ordered a similar rug from another retailer!!!

Re: SERIOUSLY Q?

Spurt — Fri, 03 Feb 2017 00:24:39 GMT

@Chrisiebur

I guess with so many ways to order, automated ordering, calling CS, order online, or order through the APP they just don't have a system to keep track of the orders coming from all the different ways....

Re: SERIOUSLY Q?

dex — Fri, 03 Feb 2017 01:41:45 GMT

I think it is very poor practice not to inform your customer about order changes...no excuse.

Re: SERIOUSLY Q?

SeaMaiden — Fri, 03 Feb 2017 02:14:14 GMT

@Chrisiebur wrote:
So I have been ordering from the q for over 25 years and this is a new one for me. I ordered some chicken paties. Expecting them to be delivered tomorrow, I took a look only to find my order canceled, which took me by total surprise! I could not find or understand, so I called customer service for an explanaion. The very nice rep placed me on hold, and after a few minutes came back and said "we ran out so we cancelled your order." No email explaing this or phone call. I asked what was up and why they did not contact me, she shared they don't do this anymore(meaning they no longer contact customers to tell them they over sold a product and can't ship it). Well okay then, so I don't find this good customer service.... or seriously what is going on with the Q?

At LEAST an email would be in order....but NOTHING? That stinks!

Re: SERIOUSLY Q?

Ibby114 — Fri, 03 Feb 2017 02:21:34 GMT

@AuntG wrote:
First, I'm going to assume your experience was entirely true. Then I'll say that you described horrifically bad customer service. Can you imagine if your local restaurant let you sit there, and only when you questioned where your meal was, did you learn they ran out and cancelled it?

Or better yet, you order your meal with pesto and they bring you alfredo sauce, insisting it's pesto!!! Yes, this actually happened to me.

Re: SERIOUSLY Q?

Chrisiebur — Fri, 03 Feb 2017 09:48:54 GMT

Yes, all is totally true! In my 25 years of buying from the Q I have never had this happen! I am going to think long before buying again.....

Re: SERIOUSLY Q?

I am still oxox — Fri, 03 Feb 2017 12:03:55 GMT

I guess they expect you to check you order status every day

Re: SERIOUSLY Q?

Eileen in Virginia — Sat, 04 Feb 2017 20:00:17 GMT

That's totally unacceptable. QVC customer service staff should intern at Amazon. In addition to confirming your order and telling you when it shipped, they tell you when it was delivered. This is especially useful at high volume times like Christmas. In December I ordered 8 Waterford wine glasses from Amazon, some of which were fulfilled by Amazon and some by other vendors (1 of these was a replacement for a glass that was received broken). We were expecting 2 of the glasses to be delivered on one particular day, but they had not been delivered when we received the delivery notice email. When we notified Amazon, they immediately refunded our payment for the one they'd shipped and contacted the other vendor about the other non-receipt. When we told Amazon that this vendor basically told us it wasn't their problem, Amazon refunded the payment to us anyway, since they valued our business. At this point, the wine glasses were sold out, so that was our only recourse. It seems as though QVC has lost sight of the fact that the C stands for "convenience" to its customers, not the corporation.

Re: SERIOUSLY Q?

Beth-QVC — Sat, 04 Feb 2017 21:01:40 GMT

@Chrisiebur

I am so sorry for this extremely poor customer experience....I am investigating the circumstances and will send you an email.

Beth QVC

Re: SERIOUSLY Q?

happycat — Fri, 10 Feb 2017 01:21:41 GMT

Beth@Customer Service,

Last night, a man posted on the jewelry forum that he had ordered a Tova necklace for his sick wife. When they got the package, it was empty! And when he looked online, it was sold out. He called customer service and he was going to get a refund. His post has been removed. I don't understnad, if they were out, why in the world send out an empty box? I think a kindergartener would no better than that.

I wish you would look into that. In my opinion, QVC shouldn't be sending out empty boxes to folks.

Could be that the hosts couldn't care less about this, but if I were a host, I wouldn't want my audience, the people who were buying from me, to be treated in this manner.

And if I am wrong, if there was no empty box, I'm sorry.

Thank you.