topic Customer "Service" in Suggestion Box

Customer "Service"

excpa — Fri, 20 Jul 2018 20:00:08 GMT

Amazon issues credit as soon as they know the return is coming.

QVC doesn't issue a credit until they have had the return for a few days... and, then, they won't tell you where the credit is, citing "privacy".

What with high prices, high cost of returns, sinking quality and poor customer relations ... think bucket and a low place.

I'm sure they won't miss my business and Amazon makes it clear that they want my business. Big changes coming in my life.

Re: Customer "Service"

lovesrecess — Fri, 20 Jul 2018 20:31:07 GMT

Customer service is becoming a lost art....I have no problem with QVC at the moment because I rarely order from them anymore....but I did order 4 items recently from a major dept store ...free shipping....I have now received 4 emails saying 1)my order has been "abandoned" 2)my order was picked up at the store 3)my order cannot be located and 4) my order has been "reversed" but not changed.

I have no idea what any of these emails mean, and after spending 20 minutes on hold, etc. several times, no one in their customer service dept knows either. Today I received half of my order. No invoice or other paper in the package.

My favorite comment from them....."we cannot cancel your order until after it is shipped".

Customer service is something many of us are willing to pay extra for, although we shouldn't need to.

Re: Customer "Service"

LUVNLIFE — Fri, 20 Jul 2018 20:39:21 GMT

Customer service is fleeting everywhere.

Re: Customer "Service"

Equuleus — Fri, 20 Jul 2018 21:14:20 GMT

Apples to oranges.

Re: Customer "Service"

kelsey17 — Fri, 20 Jul 2018 21:19:35 GMT

I just recently ordered a room hepa air filter machine...i tried to judge by not seeing it in person if it would be good for my bedroom....when it came...it was just too big/powerful for the bedroom so i set up the return to Amazon and pickup through UPS............the UPS carrier came the next day as promised and scanned my receipt ...put the label on...and left.....a couple hours later i happened to sign on and Amazon had already notified me they knew my return was on its way and they had already credited my acct with the return.....no questions asked....so within less then 24-48 hrs my credit/return was processed................couldn't beat that....

Re: Customer "Service"

kaydee50 — Fri, 20 Jul 2018 21:35:17 GMT

I aslo remember, I think correctly!!, that QVC wouldn't charge the item until it was shipped. Now there's a charge on my credit card as soon as I order.

Re: Customer "Service"

Diva on The Q — Fri, 20 Jul 2018 21:42:05 GMT

@excpa wrote:
Amazon issues credit as soon as they know the return is coming.

QVC doesn't issue a credit until they have had the return for a few days... and, then, they won't tell you where the credit is, citing "privacy".

What with high prices, high cost of returns, sinking quality and poor customer relations ... think bucket and a low place.

I'm sure they won't miss my business and Amazon makes it clear that they want my business. Big changes coming in my life.

@excpa: I'm curious, what do you mean when you say QVC "won't tell you where the credit is?"

Re: Customer "Service"

Kachina624 — Fri, 20 Jul 2018 23:15:07 GMT

Maybe Amazon can afford to absorb the loss when customers cheat and don't return the merchandise, and QVC can't.

Re: Customer "Service"

SunValley — Sat, 21 Jul 2018 00:07:32 GMT

@kaydee50 wrote:
I aslo remember, I think correctly!!, that QVC wouldn't charge the item until it was shipped. Now there's a charge on my credit card as soon as I order.

My charge card denotes these as “pending” and the charge does not post until the order is sent. If I cancel, the charge drops off the “pending” status and never shows on my actual account. This keeps people from exceeding their credit limit.

Re: Customer "Service"

PINKdogWOOD — Sat, 21 Jul 2018 01:09:33 GMT

I'm with you there, over there at the big A @excpa and you being an excpa always looking for a better buy for you bucks. I shop primely over there too a lot for all sorts of things I used to buy here. No kidding. More for way less, same brands much of the time, free s/h BOTH ways, and if I do return I get my credit back on good faith that my return is on the way back to them. I forgot to add that 99% of the time I have my goods in 2 days, that's in my home in 2 days.

Not much is better than this in a shopping world.

Re: Customer "Service"

PINKdogWOOD — Sat, 21 Jul 2018 01:08:28 GMT

Confused on your statement @Kachina624. Can you explain please?

Re: Customer "Service"

Lisa now in AZ — Sat, 21 Jul 2018 01:11:38 GMT

Well, maybe being owned by the same company as HSN will help. I had ordered a couple pieces of Samantha Brown luggage and was checking the tracking. Instead of being delivered, it said there was significant damage and all products have been, essentially, thrown out and they would be conducting an investigation. I called their Customer service and the person who answered was so helpful. She said she could re-send the luggage since they were in stock, but since they were doing the investigtion, the system wouldn't let her issue the credit until Monday. So, she sent out the new ones, gave me a $5 credit, and said to be sure to call on Monday and they would put the original credit immediately. A pleasure to deal with.

Re: Customer "Service"

Kachina624 — Sat, 21 Jul 2018 07:11:08 GMT

@PINKdogWOOD wrote:
Confused on your statement @Kachina624. Can you explain please?

@PINKdogWOOD. I thought it was quite self-explanatory. You know there will always be some people who are credited with a return immediately who will never "get around" to sending it back. With the huge profits Amazon makes, they can better afford to absorb such losses.

Re: Customer "Service"

Kachina624 — Sat, 21 Jul 2018 07:19:15 GMT

@Lisa now in AZ wrote:
Well, maybe being owned by the same company as HSN will help. I had ordered a couple pieces of Samantha Brown luggage and was checking the tracking. Instead of being delivered, it said there was significant damage and all products have been, essentially, thrown out and they would be conducting an investigation. I called their Customer service and the person who answered was so helpful. She said she could re-send the luggage since they were in stock, but since they were doing the investigtion, the system wouldn't let her issue the credit until Monday. So, she sent out the new ones, gave me a $5 credit, and said to be sure to call on Monday and they would put the original credit immediately. A pleasure to deal with.

@Lisa now in AZ. This is a new racket at UPS. I had that happen twice in one week...once with a Zulily package, once with QVC. At 4am a pkg was going to be delivered by UPS because they'd be in my area. An hour later it was being transferred to the post office who said it was destroyed (a pair of pants) and the packaging disposed of. How could they destroy one of those bullet-proof plastic bags? This is all very suspicious. QVC was great about rushing me a replacement.

Re: Customer "Service"

CalminHeart — Sat, 21 Jul 2018 10:54:40 GMT

@Kachina624 wrote:
Maybe Amazon can afford to absorb the loss when customers cheat and don't return the merchandise, and QVC can't.

Amazon credits your account when UPS scans the label to show it's been picked up. They will be in touch with someone and get their money if a return reaches them and it's not in the package.

Re: Customer "Service"

PINKdogWOOD — Sat, 21 Jul 2018 11:59:38 GMT

Amazon clearly states that if they do not get the return(s) back by a certain date - and yes they tell a date by which you must return by - they will charge you again for the good(s).

ANd yes they DO do that. So with all of the vendors they work with, I am quite sure they do not 'give away' free money on returns without getting the goods back. @Kachina624

Re: Customer "Service"

NickNack — Sat, 21 Jul 2018 12:37:04 GMT

@Kachina624 wrote:
@PINKdogWOOD wrote:
Confused on your statement @Kachina624. Can you explain please?
@PINKdogWOOD. I thought it was quite self-explanatory. You know there will always be some people who are credited with a return immediately who will never "get around" to sending it back. With the huge profits Amazon makes, they can better afford to absorb such losses.

@Kachina624 Amazon credits you for your return as soon as the scan from UPS or USPS from their return label enters the system, so they're sure it's on their way. They do say that if something is wrong with the return or something they will charge your credit card again.

Re: Customer "Service"

excpa — Sun, 22 Jul 2018 18:11:15 GMT

@Diva on The Q I asked for a merchandise credit on 4 separate return packages. I got an email that appeared (a few days later) to show that my credit card was being credited. I say "appeared" because there was an overprinting on the email; 2 or more lines of characters in the same space.

When I went on chat to clarify whether the credit went to my credit card or a merchandise credit, I was informed that they couldn't give me "that information" because it was "sensitive". I also found that the only way to find out if there was a merchandise credit was at checkout. And it is a small notification, easily missed. If there is a credit, apparently, this is the only place it shows to the customer. Maybe they're hoping you will forget about it.

Re: Customer "Service"

Diva on The Q — Sun, 22 Jul 2018 18:23:39 GMT

@excpa That's strange...thanks for responding!!!

Re: Customer "Service"

Imaoldhippie — Sun, 22 Jul 2018 19:02:23 GMT

@Kachina624.............Amazon issues the credit as soon as it is scanned with the return label by the carrier. That way they know for sure it is on its way back.