Buyer Beware Incorrect Address

solarshell · ‎03-17-2013

Buyer Beware!!! I recently ordered a very expensive Bethlehem Lights Christmas Tree from QVC. However, about 1 1/2 hours after ordering it online I realized I had not updated our shipping address. I reviewed the email sent from QVC with the shipping address I had selected for the order and freaked out because I realized I forgot to update to our new address, We had recently moved about 1 month ago and due to the craziness of moving long distance from one state to another, I forgot to change this online shipping address (although most others I did remember to change.) I immediately called QVC customer service. They refused to change the shipping address. They wouldn't even cancel the order. They told me it was already in processing and that it was impossible to change. They recommended that the new homeowners of our previous home be contacted to ship the product to us at our new home. I told the customer service rep that we don’t know the new homeowners and that is asking a lot of them, don't you think? She also said they could refuse the shipment. I guess that would have been possible, however what if they work or are not at home when the shipment comes? Had to suck it up and learn an expensive lesson. At least the new homeowners will have a new tree for their new home. QVC needs to update their policy with the changing times. As most folks, I order online from many other companies and I have not encountered this issue with another company yet. Most companies will allow you to cancel the order within 1-1/2 hours after placing the order or at least change the address. This is not good customer service. I have been a customer of QVC since the 1990s. I have spent A LOT of money over the years with them and have returned very, very few items. There should be some way in this new century with all the latest technology for QVC to allow a very good customer at least 24 hours to change/cancel an order. Now I am disappointed to be out the money and not have a new tree. I couldn't order another one because (1) it is too expensive to pay for two trees and (2) it was sold out.

sligo · ‎10-20-2010

@solarshell , If coming UPS they may help' Sometimes UPS will contact UPS truck driver and if possible can get driver to send to your new add>.HOPEFULLY!! SLIGO (Fed Ex may also. Not sure) 0

CalminHeart · ‎03-09-2010

How is it being shipped?

If USPS, hopefully you are having mail forwarded.

If UPS or FedEx, set up an online account and you can change the delivery address or have it held for pick up once their tracking shows they have the package.

I doubt Q could change the address since it's vendor shipped and they don't have access to those systems. It's not Q's fault this time.

on the bay · ‎03-09-2010

I think they should have allowed you to cancel also @solarshell.

Or maybe ask your cc company to refund the charge; dispute the charge. If it hasn't shipped and is still "in processing," that often takes over a week and sometimes more!

"If you walk the footsteps of a stranger, you'll learn things you never knew. Can you sing with all the voices of the mountains? can you paint with all the colors of the wind?"

Barbara-QVC · ‎10-12-2015

@solarshell I am very sorry that we were not able to make changes to your order. I do see that a Customer Service representative was able to assist you with the tree on 8/5.

Please reach out to us at QVCSocialTeam@qvc.com if you need further help.

CJC · ‎03-11-2010

For a good while I've been on the fence when it comes to ordering from QVC. Your post has convinced me there are better places to spend my money. It's everything...customer service, prices, shipping, delivery times...none working well any longer. Could you pick up your tree at your old house after it's delivered?

50Mickey · ‎05-21-2010

@solarshell Did you sell your former home or were you renting? Surely if you sold the home you know who purchased it. If you were renting it contact the owner and explain the situation and see if they can give you contact information for the new tenants.

Most places that I order from give you 30 minutes to change or cancel an order. QVC's policy is not out of line. On the top of the "place order" page when ordering your name and address appears. It's hard to miss.

Sorry this happened to you.

on the bay · ‎03-09-2010

@50Mickey,

Does QVC always give 30 minutes to cancel? Anyone know?

"If you walk the footsteps of a stranger, you'll learn things you never knew. Can you sing with all the voices of the mountains? can you paint with all the colors of the wind?"

50Mickey · ‎05-21-2010

@on the bay I don't know. She said that she tried to cancel or change the address after 1 1/2 hours. But if the order is placed from a vendor I doubt that there is anything that QVC can do.

geezerette · ‎03-16-2010

I'm not sure about changing an order, but times for canceling an order varies. I would assume if changes are allowed, they could only be done while the order was also able to be cancelled.

Sometimes the order goes rapidly from processing to preparing, at which point the order can't be cancelled. (It doesn't necessarily mean it will ship any faster though.)

Sometimes you have a window of a few minutes to a few hours to cancel.

If the item isn't available to ship for a few days, you have a longer cancellation window.

If you have an order that specifically states it's Advanced or Waitlist, the cancellation time is greater.

As for vendor shipping, some vendors do allow for cancellation, others do not.

It's all very confusing and frustrating. Especially for new customers.