Customer Care

[ciao_bella]

I'm hoping you can help me with a problem.  On Sept. 7th I ordered a pair of Sketchers ankle boots.  Price was $45 plus $5 shipping and handling.  Yesterday, I checked on the status of the order and it said 'processing'.  However, I called CS yesterday (9/9/17) and spoke with a rep and asked if I could take advantage of the free S&H and the 3 easy payments.  She said I couldn't because the order was too far advanced even though it still says processing.  I then asked her if I could cancel my original order and reorder the same boots as the size and color I wanted were still available.  That way, I could take advantage of the free S&H and easy payments.  She said no as there is no way of cancelling it.   Today, I went into my account and still see the item 'processing' BUT the cancel this item button has magically appeared.  Why is the cancel the item there today and not yesterday, even though I questioned it?  I don't think it's fair that I couldn't take advantage of the free S&H and easy payments yesterday since the CS rep told me there was no way of cancelling the original order.  I hope you can help in this matter. 

[Kim-QVC]

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@ciao_bella wrote:

I'm hoping you can help me with a problem.  On Sept. 7th I ordered a pair of Sketchers ankle boots.  Price was $45 plus $5 shipping and handling.  Yesterday, I checked on the status of the order and it said 'processing'.  However, I called CS yesterday (9/9/17) and spoke with a rep and asked if I could take advantage of the free S&H and the 3 easy payments.  She said I couldn't because the order was too far advanced even though it still says processing.  I then asked her if I could cancel my original order and reorder the same boots as the size and color I wanted were still available.  That way, I could take advantage of the free S&H and easy payments.  She said no as there is no way of cancelling it.   Today, I went into my account and still see the item 'processing' BUT the cancel this item button has magically appeared.  Why is the cancel the item there today and not yesterday, even though I questioned it?  I don't think it's fair that I couldn't take advantage of the free S&H and easy payments yesterday since the CS rep told me there was no way of cancelling the original order.  I hope you can help in this matter. 

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Hi @ciao_bella - good morning, I apologize Beth will be in later, I took a look at the order here and it is beyond the point that we can adjust the order here in our system, I do aplogize and I have sent you an email regarding this. ~ Kim

[Pearlee]

@ciao_bella  Just for your future info about your "the cancel button has magically reappeared"....it's been my own experience that at times when it's there, when you click it to cancel you will then get the message that the order is too far along to be canceled.

So sometimes it's there but you can't use it effectively anyway.  It could be that's why you saw it.

[ciao_bella]

Thank you Kim!

[Kim-QVC]

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@ciao_bella wrote:

Thank you Kim!

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Welcome, THANK YOU for being our customer.✔️😃👍 ~Kim

[ciao_bella]

@Pearlee Thank you for taking the time to tell me about the 'cancel' button.  I didn't want to try clicking it today because I couldn't get the free S&H nor the 3 easy payments today anyway and my size and color is no longer available.  So, I'll just wait for the original order to arrive.  

 @Kim-QVC did get back to me and explained what happened with the order.