Poor Customer Service

McGraw Fan · ‎12-24-2010

Let me start by saying that in the many, many years I have been shopping with QVC, I can only think of one bad experience I have had with Customer Service - that is until last week. I had ordered an Isaac watch from the web site and when it arrived, they had sent me the incorrect watch. It was an Isaac watch but not the one I had ordered. When I called CS, the girl wanted the description that was on the box. I told her there was no description on the box, only an item #. She did not like that answer. When she finally figured out that I was telling her the truth by me describing the item that I was holding in my hand and what the invoice and order clearly said that I had ordered, she told me that I would need to send my watch back and request an exchage and note that they had sent me the wrong item. I told her that was not going to work for me as this was their error and I wanted the new watch sent immediately. She said they would not send out the new watch until they received the incorrect item back. What the heck kind of service is this? This was their error and now they want me to wait another 3 weeks for them to receive this back and allow time for the new one to get to me? I held my ground and she finally put me on hold (for about 10 mins) to speak with a Supervisor. When she came back she told me that they would go ahead and send out the new watch but that if they did not receive the other one back within 30 days, I would be charged for both. I spend a great deal of money with QVC and it really irritates me that I had to go to this extreme to get them to do what was right.

ShowMe · ‎09-06-2010

I had something similar happen to me recently.....only the package I received was someone else's order. And apparently that customer received my order.

I was put on hold for quite some time too, and then she came back and said they would be sending mine out UPS with a speedy delivery. I told her I was going to send the package they sent to me that afternoon.....which I did. They did not make me pay twice for anything..... And yes, I got my order in a couple days. These problems are in the warehouse where the orders are filled.....they are not our fault...... Someone is not supervising very well.

ennui1 · ‎06-23-2013

On 5/13/2014 Mgraw Fan said:
she told me that I would need to send my watch back and request an exchage and note that they had sent me the wrong item. I told her that was not going to work for me as this was their error and I wanted the new watch sent immediately. She said they would not send out the new watch until they received the incorrect item back. What the heck kind of service is this? This was their error and now they want me to wait another 3 weeks for them to receive this back and allow time for the new one to get to me? I held my ground and she finally put me on hold (for about 10 mins) to speak with a Supervisor. When she came back she told me that they would go ahead and send out the new watch but that if they did not receive the other one back within 30 days, I would be charged for both.

That's been the policy for a few years. I'm surprised you got them to cave.

McGraw Fan · ‎12-24-2010

I agree Show Me, it is clearly a problem in the Warehouse. I understand they are a huge company and mistakes are going to happen. What I don't appreciate is the attitude by the CS Rep. I have always been taught that when a mistake is made on my or a co-workers part, we do what we have to do to make it right. We do not make the customer suffer for our error. I also got my new watch in 3 days so at least they did right that way.

Jannabelle · ‎03-09-2010

I'd be getting that other watch in the mail pronto, insured! .....I think that has always been their policy too, even though it is their fault, they can't give stuff away, you will send it back, but some people would not send the wrong one back. I can see their side, and yours too.

straykatz · ‎03-09-2010

Not an unusal request....from a business perspective it makes sense to request the wrong item be returned 1st (should be at their expense IMO)...but should be sent back 1st.

Many people never return items when left on good faith....I know because I work in an industry where were give our customers the benefit of doubt and let them on good faith return their items for warranty service after we send the new item....in most cases we also include prepaid envelopes yet they still fail to return the initial item to us.

KYToby · ‎02-19-2012

There is nothing unreasonable about requiring the first watch be sent back before sending the replacement. This is how most businesses operate, and to do so otherwise, opens one up to the likelihood of scams.

I have a feeling, though, from the tone of the post (including referring to the customer service agent dismissively as "girl") that the OP was being unreasonable.

Jannabelle · ‎03-09-2010

On 5/13/2014 straykatz said:
Not an unusal request....from a business perspective it makes sense to request the wrong item be returned 1st (should be at their expense IMO)...but should be sent back 1st.

Many people never return items when left on good faith....I know because I work in an industry where were give our customers the benefit of doubt and let them on good faith return their items for warranty service after we send the new item....in most cases we also include prepaid envelopes yet they still fail to return the initial item to us.

Yes, it should.

lulu2 · ‎03-09-2010

Most places will not send out an exchange until they receive the original item, regardless whose fault it is. Usually they reorder the item, charge you (again) and send it immediately, then credit the return. They will pay for return postage if you check, sent wrong item.