Beauty

[Home Shopaholic]

This is the THIRD time that I have missed out on my auto-delivery of WEN due to them being "back ordered" or just plain Out of the Product.

If Chaz Dean is going to offer 2, 3 or 4 auto deliveries of an item that he provides through QVC, then he should ensure that the product is available to the customers that go through the auto-delivery order option. In most instances, the auto-deliveries are 60 to 90 days apart. That means that the people at WEN know 60 to 90 days in advance that this product is expected by customers. Then, if it is offered for 2, 3 or 4 more deliveries, the people at WEN would have up to 9 months notice that this product is expected by their customers through QVC. 

I currently have two auto-delivery orders that are not being filled: one says it is "in process" (for several weeks now); and the other says it is "back ordered". Several months ago, another item was just never sent. When I called customer service, I was told the item was no longer available and I would not be receiving my order.

Come on, Chaz!! This is reflecting on your brand and your company's customer service. It is not the fault of QVC. They cannot send out the product if they are not provided with the items you essentially promised your customers when you offered auto-delivery.

[BExplorer]

Wow, how disappointing for you.  I have used WEN for 4-5 years and have never had this happen with WEN products.  

[Joe G]

I am having a similar problem.  My Wen Light Finishing Spray autodelivery orders should have been released on September 30 as originally shown, but ever since then, the “next shipment date” has been advancing.   Yesterday it showed 10/13,  today it moved to 10/14, tomorrow it will move to 10/15.  Customer Service has no idea why this is happening and is not able to do anything about it.  This is the first time I am experiencing  this type of issue.  Odd.  

[Home Shopaholic]

That is the same issue I am currently having, Joe G. (Although I have had this happen to me once before with another item.)

I emailed Chaz Dean Inc. I told them about the delays in the auto-delivery dates and that one of my orders shows back ordered. They told me that it is "100% the fault of QVC". WEN cannot be provided to QVC customers if QVC does not generate a purchase order for the product. This makes sense. HOWEVER, I told them that I felt that Chaz Dean Inc and QVC were just "passing the buck". 

I also brought up a theory as to why they would not provide this inventory to QVC and, thus, their customers: the Finishing Treatment Spray sells currrently on QVC.com for $32; the auto-delivery kit with multiple WEN items, including a 32 oz. cleansing conditioner which sells on QVC.com for $49.50, was $59.96. Why would they want to lose money?? It's just a theory. I could be totally wrong. Things that make you go hmmmmm.....

[Suebdoo]

@Home Shopaholic if it's the TSV from March, I had 1 shipped today.  The orders come from QVC not Chaz's salon.  I'd call CS again and make sure all your info is correct.  That might hold up a shipment.  I've never had a WEN AD cancelled in almost 5 years.  Good luck

Try the WEN forum for more help maybe.

Interesting that 2 new users  have the same problem.

[AmericanBulldogMom]

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@Suebdoo wrote:

@Home Shopaholic if it's the TSV from March, I had 1 shipped today.  The orders come from QVC not Chaz's salon.  I'd call CS again and make sure all your info is correct.  That might hold up a shipment.  I've never had a WEN AD cancelled in almost 5 years.  Good luck

Try the WEN forum for more help maybe.

Interesting that 2 new users  have the same problem.

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@Suebdoo I noticed this right away too and is why I didn’t even bother engaging.

[SurferWife]

I’ve never had ANY issues with my WEN auto-deliveries. Aloha!!

[Home Shopaholic]

Thanks for the advice, @Suebdoo!

[Home Shopaholic]

Dear @AmericanBulldogMom,

If your comment was made to make me feel unimportant, you succeeded! Just because I am a new contributor does not mean that I am new to QVC. I have been shopping with QVC for about eight years and have been purchasing WEN products through QVC for about five of those years, ordering two to four times per year.

Up until my last three orders, I didn't have any problems either. The 32 oz. Pink Jasmine  Peony cleansing conditioner was the first product that was not shipped to me on auto-delivery due to (according to QVC CS) the vendor no longer supplying that product. I now have two subsequent auto-delivery orders that are not being filled on time for similar reasons. I was trying to find some suggestions as to how to rectify this situation as I had exhausted every way I could think of.

So, if you chose to "not engage" because I am allegedly a newbie, and not worth your time or effort, I suppose I should thank you because I probably would not have wanted any of your advice. I was looking for help, not hurt. So, thanks!

[Joe G]

I appreciated your response Home Shopaholic and thanks to the others for the guidance.  I too have been with QVC for a very long time, 1993 to be exact.  Disappointed to think that we are not worthy of a response simply because we are new or infrequent contributors.  Everyone had to have been a new contributor at one time, right?  Customer Service referred me to WEN because they said that this particular item (finishing spray) is shipped directly from WEN. In the meantime, I placed a new order.  As expected, my auto delivery ship date did change again today, so something is clearly wrong... I just need to find the right person willing to fix it.  Thanks again and have a nice weekend everyone.