topic Re: Chat customer service outrage in Suggestion Box

Chat customer service outrage

Sassyboo3 — Wed, 13 Mar 2024 01:11:45 GMT

Received a beauty product about 2 weeks ago, but did not open till today due to a hospital visit.

The item was completely empty.

I immediately went to Chat since I use a tracfone and pay for minutes.

I was informed by Juanita that I should open purchases upon arrival.

As time passes, the madder I get that this person, not knowing anything about me

or my situation wants to dictate what I need to do.

QVC needs to do remedial training for their customer service reps or risk losing more customers.

Re: Chat customer service outrage

SandySparkles — Wed, 13 Mar 2024 02:24:22 GMT

Wow!😮 That was certainly not in line with QVC's good customer service!😐 Some representatives can lack sensitivity!😐 Have you called back for a different representative, or were able to at least get a refund? While it is good practice to open them as soon as possible, for many reasons we are not always able to do so. I would have requested a manager at that point! I am really sorry that happened to you!❤

ETA @Sassyboo3 I just checked back. It is 7:07 PST, and am wondering if you were able to get a favorable resolution?

Please do not let this sour you on The Q.❤ The majority of issues are handled favorably, and expeditiously!👍

~~~All we need is LOVE💖

Re: Chat customer service outrage

kitcat51 — Wed, 13 Mar 2024 01:50:48 GMT

and what was the outcome...a refund?

Re: Chat customer service outrage

Jk9 — Wed, 13 Mar 2024 02:37:14 GMT

Why did you go to chat and not just return the item since it's within the return period? I don't understand.

Re: Chat customer service outrage

Kachina624 — Wed, 13 Mar 2024 03:05:33 GMT

The CS rep was correct. Ideally you should open purchases as soon as you receive them. Was that it?

Re: Chat customer service outrage

kze — Wed, 13 Mar 2024 03:09:13 GMT

Nobody likes to be scolded.

Re: Chat customer service outrage

LizzieInSRQ — Wed, 13 Mar 2024 10:23:43 GMT

@Sassyboo3 wrote:
Received a beauty product about 2 weeks ago, but did not open till today due to a hospital visit.
The item was completely empty.
I immediately went to Chat since I use a tracfone and pay for minutes.
I was informed by Juanita that I should open purchases upon arrival.
As time passes, the madder I get that this person, not knowing anything about me
or my situation wants to dictate what I need to do.
QVC needs to do remedial training for their customer service reps or risk losing more customers.

Its impossible to train for every situation. Having an empty product packaging would be quite rare. The CS is right that a company does expect that shipments are opened when received as this is probably a response for when time has passed. But you could not. Understood. Why you are "outraged" at the rep is ridiculous. Was she rude about it? Did they say you cannot return it? What answer were you looking for?

You never say in your post what the outcome is.

Re: Chat customer service outrage

Group 5 minus 1 — Wed, 13 Mar 2024 12:14:09 GMT

It does happen. Many people do not open right away becuz' they want the product (clothes or whatever) to be "new".

We are finding that there is such a lack of "training" for personnel for many places. It is really a big prob.

And the issue is NOT when it was opened,but the fact it was empty!!

Re: Chat customer service outrage

Natureluvr — Wed, 13 Mar 2024 11:22:55 GMT

@Sassyboo3 - I would return as defective. You should be refunded the entire amount.

Re: Chat customer service outrage

on the bay — Wed, 13 Mar 2024 11:56:28 GMT

@Sassyboo3,

The way your title said "outrage" made me think that is something I wouldn't think applies to your post.

Then I was curious. Did you always post something negative about QVC?

No, I see you post ONCE a year!

Last year was a complaint too about QVC.

Who does this? Why do you?

I'm so tired of people who are not authentic or who just decide to have a certain character they decide to play.

All the great posters who posted something kind and helpful to you, you are probably laughing now. That is not ok.

What can you contribute? Wouldn't that be better to do something good?

Forgive me if you really had a legitimate complaint but even so, why would you post once a year and not even reply to people who offered solutions?

Or have you changed your "nic" to make many complaints in different names?

Re: Chat customer service outrage

CalminHeart — Wed, 13 Mar 2024 12:17:12 GMT

Some reps aren't as good as others. You can call back.

IMO, I'd have returned it without contacting Q if it was within the return 30 days. I'd mark the return as defective and write in great big letters that it was empty.

Re: Chat customer service outrage

CalminHeart — Wed, 13 Mar 2024 12:21:52 GMT

@on the bay wrote:
@Sassyboo3,
The way your title said "outrage" made me think that is something I wouldn't think applies to your post.

Then I was curious. Did you always post something negative about QVC?

No, I see you post ONCE a year!
Last year was a complaint too about QVC.

Who does this? Why do you?

I'm so tired of people who are not authentic or who just decide to have a certain character they decide to play.

All the great posters who posted something kind and helpful to you, you are probably laughing now. That is not ok.
What can you contribute? Wouldn't that be better to do something good?

Forgive me if you really had a legitimate complaint but even so, why would you post once a year and not even reply to people who offered solutions?
Or have you changed your "nic" to make many complaints in different names?

IMO, a reply is not needed or required. Neither is snark.

That said, her outrage is over the top. Like many said, I would have just returned it marked defective.

Re: Chat customer service outrage

MG Chris — Wed, 13 Mar 2024 12:35:50 GMT

I get so many packages; I have an auto-delivery from Josie sitting that is still on my counter six weeks later, still unopened.

I ordered a bunch of Val’s spring candle rings last fall. They were on sale at an excellent price, they came, and I opened the packages, and yes, they looked good. So I packed them away until now. Well, they were the wrong ones. But nothing I can do about it.

Life happens and you don't always get to things in the moment.

Re: Chat customer service outrage

on the bay — Wed, 13 Mar 2024 12:54:00 GMT

@CalminHeart,

Exactly. No need for snark. Anymore. from us both!

Re: Chat customer service outrage

rockygems123 — Wed, 13 Mar 2024 13:21:33 GMT

@Sassyboo3 wrote:
Received a beauty product about 2 weeks ago, but did not open till today due to a hospital visit.
The item was completely empty.
I immediately went to Chat since I use a tracfone and pay for minutes.
I was informed by Juanita that I should open purchases upon arrival.
As time passes, the madder I get that this person, not knowing anything about me
or my situation wants to dictate what I need to do.
QVC needs to do remedial training for their customer service reps or risk losing more customers.

@Sassyboo3

If this is how you define outrage then you may be the one that needs training.

Re: Chat customer service outrage

Group 5 minus 1 — Wed, 13 Mar 2024 14:18:09 GMT

It has nothing to do w/how long she didn't open the package,but the empty package.

It was unneccesary for the CS person to comment. She (the buyer) was in the grace period for returns.

Re: Chat customer service outrage

WORKING GAL — Wed, 13 Mar 2024 21:33:37 GMT

@Sassyboo3- Customer Service is not always helpful and should not be rude. If you have no resolution, contact the QVC Social Team, they are always helpful in my opinion.

Re: Chat customer service outrage

DrumPounder — Sat, 16 Mar 2024 00:56:53 GMT

Sounds like Juanita was trying to help you avoid problems with returning items in the future. It doesn’t sound like she was “scolding” or being rude, just reminding you to try to open things as soon as possible.

Re: Chat customer service outrage

Luvsmyfam — Sat, 16 Mar 2024 13:10:13 GMT

@on the bay No need to scold this poster.Who cares if she only posts once a yr.I happened to recieve a sweater from the Q last week,and just yesterday I took it out of the pkg and wore it(Should have washed first) Anyway,maybe she is having a bad day,so scolding is not the answer

Re: Chat customer service outrage

on the bay — Sat, 16 Mar 2024 15:32:17 GMT

@Luvsmyfam wrote:
@on the bay No need to scold this poster.Who cares if she only posts once a yr.I happened to recieve a sweater from the Q last week,and just yesterday I took it out of the pkg and wore it(Should have washed first) Anyway,maybe she is having a bad day,so scolding is not the answer

@Luvsmyfam,
You know, after I read your post, I thought, wow, maybe there are people who just use the forums as posting a complaint or a review. Just because they don't use them as what so many of us do doesn't mean they aren't legitimate.
I had never thought of it that way. Who knows what people are thinking or going through? And who am I or anyone to judge?!
So you certainly gave me a new perspective and I won't "scold" or really try not to!
And yeah maybe a bad day like we all have. maybe a "terrible no good very bad day" like we all have and it comes out on here with nothing to do with here if you know what I mean.

I "saw the light." lol.
That is a song I can't get out of my head after watching Johnny Cash on Columbo sing that. Actually creepy, He sings this gospel song and then commits murder but of course Columbo gets him in the end!

So you got me to "see the light!" and also you worded it in a way I could "get it" without making me feel like I'm a worthless terrible person so I thank you! Really!