Customer Care

[tl98466]

Three different representatives and three different answers. Unwilling or unable to cancel my orders. Snotty responses from "Rita". Hung up on. Won't connect me to a supervisor. A least I'll be saving a lot of money since I won't be shopping. 

Sorry, just needed to vent.

[blackhole99]

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@tl98466 wrote:

Three different representatives and three different answers. Unwilling or unable to cancel my orders. Snotty responses from "Rita". Hung up on. Won't connect me to a supervisor. A least I'll be saving a lot of money since I won't be shopping. 

Sorry, just needed to vent.

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@tl98466  the CS people for some reason cannot cancel orders anymore and yes they can be snotty. Really though, it's not their fault, I understand it's  the way the system is set up these days, although there should be a way for the CS people to override the system. I would return the the order and consider it a lesson learned.

[tl98466]

Thanks blackhole99!

[loriqvc]

@tl98466 - Yes, @blackhole99 is correct; due to the way the supply chain has been set up at QVC over the past couple of years, most orders are handled by third-party vendors, so in order to ensure that inventory is appropriately attached to orders in the system as they are placed and processed, there is almost no opportunity to make changes to or cancel an order unless you do so within minutes. As a result, there is nothing the customer service representatives can do, as much as they may want to help.

And from what I understand, the service structure is not designed to have hierarchical levels that include on-call supervisors; special assistance can sometimes be obtained from other departments, such as finance. And even one of the rarely available supervisors is unlikely to have the ability to make order adjustments (especially since you probably won't be able to connect with one within minutes of ordering).

[rms1954]

At times we just want what we want.  It's a terrible position to be in as a customer service rep.  Too many demands they can't fulfill.  Try to be considerate of their position.  I worked in an insurance company and we were NOT allowed to put a call through to a manager.  Don't blame the reps because they are limited to what they can do.

[Glitter51]

@tl98466 - I'm sorry but it's not the CS representatives fault that they couldn't cancel your order.  Maybe next time, you should be more sure that you actually want what you're ordering in the first place. 

[KathyM23]

I think at one time being a customer service rep would have been a fulfilling job.  The ability to help people with their problems and questions would make one feel good.  In today's environment, with outsourcing, downsizing "the customer is always right" no longer applicable, and the way computerized inventory, warehouse handling and shipping networks interface and do not allow "human" intervention, there is little the CSR can do to satisfy the customer.  This translates into frustration for both the CSR and the customer and is a vicious circle.  You could not pay me enough money to be a CSR now.  Many days they must go home feeling beat up

[GenXmuse]

I think you're right, don't spend any money at QVC. 

[Krimpette]

It's been impossible to cancel orders (except within the first few minutes of ordering) for quite some time now.  Just the way QVC does business these days.  I feel for the poor CS reps.  They must be weary of these types of calls these days.

[tropics21]

People, once again, the ability not to cancel per qvc corporate was initiated just a few months ago, NOT, years ago.  Once again, in this tech world, the simplicity of qvc being a good business vs _________ is as simple as touching a button or flipping a switch as one would say.  The computer is NOW set up to dissatisfy customers by not being able to cancel. All QVC has to do is tell their inadequate tech company to touch the button called "cancel order" and THERE, PROBLEM SOLVED.  That being said, I and many wonder why qvc a business we have dealed with for over 20 years would choose the option not to cancer orders, knowing it would upset customers?  Makes no possible sense, unless of course, they make money by not allowing canceling via shipping costs billed to us.  Who knows, one would think with all the many complaints that continue to increase by the minute, one would think qvc would address the issue, after all the have access to THEIR COMPUTER, but they chose not to.  No wonder their 3rd quarter report was down, although the CEO sugar coated it.  Once again, if you try to cancel an item and they won't let you, SIMPLY DO THE FOLLOWING. Call CS, tell them you tried to cancel the item number and couldn't. Instruct them to note the computer on that item and that you want ALL SHIPPING COSTS TO YOU AND THE RETURN POSTAGE LABEL, NOT CHARGED TO YOU, ANOTHER WORDS, THE ENTIRE AMOUNT SHIPPED TO YOU WILL BE CREDITED.  Only thing is is that you have to follow up when QVC finally decides to credit your account and make sure it is the correct amount, you may also want to, in a few days, make a second call to CS to make sure the 1st CS marked the computer.  Unfortunately QVC has designated the people who keep them in business to be their own account dept for THEIR MONEY rightfully refunded.