Customer Care

[Whitney400]

There have been numerous issues with the QVC on-line ordering and payment process for almost two months.  I pay my easy pay bill religiously at the beginning of every month.  This past month, I paid my easy pays on July 1 and the payments were not credited to my account until July 18.  This not only royally messed up my checking account, but my QVC account as well.  I called CS and was informed that there are serious ongoing issues with the computer programs.  I attempted to pay off my "past due" amounts about 40 minutes ago, and the payments did not go through.  I called CS and made the payments verbally.  However, I am unable to order anything for 24 hours until the payments "go through".  

I am extremely frustrated with this situation.  CS has told me that not even the employees are being given any explanations as to what is going on other than they are upgrading their system.  What company in their right mind makes system-wide upgrades during (for example) the busiest part of a Sunday when ITKWD is on.  There were several instances when I could not place an order, make payments or check returns. 

There is no recourse for us.  There is no one in management that you can contact, even at the corporate headquarters of Qurate Retail, the parent company.  There are no email addresses for any of the corporate executives.  Since QVC is not a member of the BBB, you cannot complain to them. You cannot give any feedback whatsoever and what is even worse is that QVC just keeps acting as though nothing is amiss.  There is no attempt to expedite the resolution of these problems and no apology forthcoming. Something is seriously wrong. I wonder if this is happening at HSN and their other companies.

Hope others share their stories about the problems that have be ongoing for the past couple of months.. 

[Lucylu12]

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@Whitney400 wrote:

There have been numerous issues with the QVC on-line ordering and payment process for almost two months.  I pay my easy pay bill religiously at the beginning of every month.  This past month, I paid my easy pays on July 1 and the payments were not credited to my account until July 18.  This not only royally messed up my checking account, but my QVC account as well.  I called CS and was informed that there are serious ongoing issues with the computer programs.  I attempted to pay off my "past due" amounts about 40 minutes ago, and the payments did not go through.  I called CS and made the payments verbally.  However, I am unable to order anything for 24 hours until the payments "go through".  

I am extremely frustrated with this situation.  CS has told me that not even the employees are being given any explanations as to what is going on other than they are upgrading their system.  What company in their right mind makes system-wide upgrades during (for example) the busiest part of a Sunday when ITKWD is on.  There were several instances when I could not place an order, make payments or check returns. 

There is no recourse for us.  There is no one in management that you can contact, even at the corporate headquarters of Qurate Retail, the parent company.  There are no email addresses for any of the corporate executives.  Since QVC is not a member of the BBB, you cannot complain to them. You cannot give any feedback whatsoever and what is even worse is that QVC just keeps acting as though nothing is amiss.  There is no attempt to expedite the resolution of these problems and no apology forthcoming. Something is seriously wrong. I wonder if this is happening at HSN and their other companies.

Hope others share their stories about the problems that have be ongoing for the past couple of months.. 

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This happened to me and many more customers. At the very least an announcement should of been made or an email sent out to inform customers as to what was taking place. 

[reviewer from sc]

I don't buy from QVC like I used to. Too much of a hassle. I returned two items since May. QVC did not acknowledge either return. Fortunately, I used Paypal for the returns, and I had the tracking numbers. I had to contact the QVC social team for refunds on both returns. They were great. 

However, now, I have another issue. Paypal notified me that I was being charged the $6.95 return fee from QVC from the return back in May. I contacted the QVC social team about this, but I have to wait until it hits my credit card before they will reverse the charge. Ok. 

I'm sorry, but many of the items on QVC you can buy elsewhere. The brands that are exclusive to QVC are not up to par like they used to be. Way overpriced, as well. I'm not giving up QVC, but I'm careful now about what I buy. It has to be something I really, really, want or need--AND it's the cheapest from anywhere on the internet (or you can only buy the item at QVC). Whatever you do, don't use easy pay unless it's a high-priced item. I've heard from others on this forum that easy pay is in a jam, as well. 

Again, thanks to the QVC social team. They are truly a big help. Without them, there would be some huge frustration. 

[Icegoddess]

I believe the QVC credit card is serviced by Synchrony Bank, not QVC, which also services other company credit cards.  I think Rakuten CC is serviced by Synchrony although the Rakuten CC is going away in a month or so.  As such, I doubt QVC would be able to do anything about issues with the card.

[just wonder]

I got the letter about this as well and while I must admit I do not watch these things nearly as carefully as I should, I am disgusted about not being able to search for items on my account to follow the returns, easy pays, etc.  Certain items are just "disappearing" from my account and even customer service cannot find them.  Yesterday I was on the phone with CS probably for close to an hour trying to find some items I had returned.  They ended up having received items for which I had order nos. but no credit had been given until cs rep did so yesterday, way beyond the stated time to receive the credit from time of return receipt.  For items I had my mailing receipts but only the item no. written on the receipt because no invoice had been in the box and thus I did not have a record of the order number (others you could not read the order number on the receipt because it was mislined and was in the "black" line on receipt), those item numbers are not showing up on my account, even cs said they were not showing up when searching.  WHAT IN THE WORLD IS GOING ON?  Have been shopping with QVC over 30 years and this has never happened.  Really wondering if I am getting proper credits at all??  

[Whitney400]

Need to clarify:  the easy pay items I was attempting to pay at the beginning of July had nothing to do with my QVC card.  I was attempting to pay the July bill with my credit card.  I pay my QVC card separately with Synchrony Bank.  

[Whitney400]

You got a letter?  Could you share the text of that letter with the rest of us?

[Kachina624]

@Whitney400    You went to a lot of trouble to write a long rant.  Too bad that nobody but your fellow customers will never see it.  If you truly want to complain to a management team member, you might address your comments to Mr. David Rawlinson, Qurate CEO at the Studio Park QVC adxress.

By the way, from other information we've received, it seems the IT work on the financial system has been on-going for some time, not something they just decided to do today.

[nycalady]

Easy pay is not user friendly or "easy", too many moving parts. Totally more beneficial to QVC than to the customers. If I can't manage the one time payment for my QVC purchases, I pass or wait till I can.

[Whitney400]

Thank you for directing me to Mr. Rawlinson.  I know he is the CEO of QVC.  My comments were not meant to be interpreted as a "rant".  The problems that exist with the system are impacting customers and this is not acceptable.  While they may have been working on upgrades to the financial system for longer than a couple of months, it seems things are getting worse, not better.  I worked at an Ivy League university for 20 years and they frequently upgraded the financial system and eventually changed software.  None of the applications were impacted to the detriment of the faculty, students or staff during the change-over to the new system.  I was curious to see if others have been impacted by what is going on and judging from the number of responses, the answer is "yes".  As customers, we deserve to be treated better, regardless of QVC's internal issues.