Broken systems

debsgirl · ‎10-20-2010

The problems of this company are not merely a function of the pandemic. True, today I experienced unacceptable waiting times for customer service both on the telephone and on a chat (and when I finally was connected to a representative on chat, there was a computer glitch on the Q's end and I was told to try again).

1. Q is using its "in process" function as an excuse for refusing to accept cancellation of orders. There is a long hiatus between entry into "in process" and the commencement of delivery (especially now, when the process of delivery may be subject to a lengthy delay before the item leaves the warehouse for shipment).

2. Customer service assured me that I would not be charged for shipping and handling on return of a particular item. Yet my refund failed to credit the shipping and handling portion of the returned item. Does the Q's computer program provide for refund of shipping charges for a return, or is there nowhere for the customer service representative to make such an entry? Or is it merely the Q's policy to make the customer seek refunds on multiple occasions, hoping that she/he will just give up?

This company's policy regarding cancellation and its failure to promptly refund improper shipping charges makes its motives questionable. It requires a lot of persistence on the part of the customer to obtain what other retailers do routinely and without fuss. Perhaps the Q hopes that we will just sigh and give up.

patbz · ‎03-10-2010

@debsgirl : I agree completely with what you are saying; therefore I order very little from Q (1-2 items a year). My go to is Prime; my last order arrived in 24 hrs and my last return was credited to my account within 30 minutes.

Foxxee · ‎10-03-2014

I'm seeing on the internet QVC is now hiring full and part time "work at home" CS reps in some cities. "Work at home" bypasses Covid-19 fears. So, what's the problem?

With what appears to be serious CS shortages, are we being told the truth it's caused by Covid-19? Could it be not enough people are interested in the job?

Next...I noticed those items in stock from last year are processed within a few days. The one new item went into backorder after 2 weeks. Is QVC selling items not in stock? Example: Two "As Is" orders shipped within 2 days. Ordered a Christmas item introduced last July...processed and shipped in 2 days. Anyone else notice this?

Haven't figured out why there are so many errors. Did QVC need to hire a lot of new inadequately trained people to fill in for regulars who got sick.

Lots of things QVC needs to iron out before it can even think of being competitive with other retailers.

It's been consistent for me. All other retailers are shipping within 1-3 days. My orders this past week: Fresh Water Systems shipped within 3 hours of my order. Zara within 24 hours. Walmart same day of order. Lord & Taylor same day of order.

grooms · ‎04-21-2012

Yes, QVC is selling many items not in stock. Example of that is today's special value of the day the cell phone UV cleaner. When the presentation first appeared on tv nothing was ever said about advance order even after 20 minutes so I went to my computer to order 4 of these items only to see they are in advance order. I refuse to buy something and not get it for months, especially with QVC's shipping. There have been several orders I wanted and saw were in the advance order stage and again, nothing said about this on tv, at least when I watched it. For crying out loud QVC.....don't put something as a TSV that you do not even have in stock....save the item for when you have it in stock. Anymore QVC continues to go downhill rapidly. Good for me because I buy very very very very little from them anymore and so many times find the same thing on Amazon and get it within 2 or 3 days.

HLP · ‎04-02-2015

@debsgirl wrote:
The problems of this company are not merely a function of the pandemic. True, today I experienced unacceptable waiting times for customer service both on the telephone and on a chat (and when I finally was connected to a representative on chat, there was a computer glitch on the Q's end and I was told to try again).

1. Q is using its "in process" function as an excuse for refusing to accept cancellation of orders. There is a long hiatus between entry into "in process" and the commencement of delivery (especially now, when the process of delivery may be subject to a lengthy delay before the item leaves the warehouse for shipment).

2. Customer service assured me that I would not be charged for shipping and handling on return of a particular item. Yet my refund failed to credit the shipping and handling portion of the returned item. Does the Q's computer program provide for refund of shipping charges for a return, or is there nowhere for the customer service representative to make such an entry? Or is it merely the Q's policy to make the customer seek refunds on multiple occasions, hoping that she/he will just give up?

This company's policy regarding cancellation and its failure to promptly refund improper shipping charges makes its motives questionable. It requires a lot of persistence on the part of the customer to obtain what other retailers do routinely and without fuss. Perhaps the Q hopes that we will just sigh and give up.

I returned an item a month ago, it has been sent from one place to another, and staying 5 or 6 days in one place., then came almost back to me. It's on easy pay and I'm still paying for it. Just ridiculous. My junk mail has no problem getting to me.