Customer Care

[chlema]

@frenchie - As I said previously I did get thru to live chat - but did have to wait quite awhile, maybe 15-20 minutes.  When she stated my order had not gone through I was glad I hung in there.  If your problem has not been resolved try live chat again and enjoy (lol) the wait but at least you'll get an answer.  Good luck.

[frenchie]

I did wait a while but gave up. I had dinner to cook. I assume because I didn't get an email confirmation, my order didn't go through. I may order it again then check my order status. If it only shows one, I'm okay. Never saw this happen before.

[BirkiLady]

I am still oxox - If you aren't being snarky, what do you consider your comment? 

[corita]

    What I find to be unacceptable is that every time there is a big sales event, the website does not work...technical difficulties!   Really????  For such a large retailer - who knows in advance of the sales event - they can't get their website working???  Just so wrong!!!

[boomersan58]

I don't post on the forums, but wanted to check to see if others are having the same experience I am.  I placed an order yesterday, and got the site maintenance reponse, but no order appeared in my email.  I have tried 2x today, and cannot seem to place it.  Called customer service, and the rep said she was not aware of any tech issues.  HUH?  Well, maybe she just came on duty.  I can place via the rep, but want my ebates credit.  Oh well....I guess I did not need to spend the $ anyway, ha ha!!!

[Beth-QVC]

@boomersan58

I am so sorry that our customer service representative was not more helpful! We had a huge glitch yesterday during our flash Easy Pay promo. Many MANY orders were unable to be entered into the system. 

Please send me an email to QVCSocialTeam@qvc.com and include your phone number. I will make sure your order is placed with easy pays and be able to take advantage of EBates.

Beth QVC

[Lila4Now]

I believe QVC slows their systems down on purpose, to avoid having to honor so many orders during special events.  This makes two events things haven't worked, remember not too long ago the free shipping fiasco?  I can't believe a company this large can't plan ahead to have things working.  If they were an ethical company they would make things up to customers, we all know that's not going to happen.  I truly believe they slowed the web site down on purpose, it was no glitch, it was a planned action!

[DJs mom]

Same thing happened to me. I placed 2 orders Sunday and got an order confirmation message saying they are doing routine maintenance but my order information was received...if for any reason my order can't be processed CS would contact me (I even took a screen shot of the message on my phone). The order didn't show up in my order summary and no one contacted me so I called CS a few hours later, she acknowledged the error and told me to call back the next day. I called yesterday morning and was told orders are still being processed and to call back some time after noon. I was told I would also get the 5 easy pays. After 2 phone calls I didn't call back, I shouldn't have to work that hard to get an answer or my issue fixed. I ordered through Ebates also. Oh well.

[ScarletDove]

Here is an odd situation.  After the ordering fiasco Sunday 9/24 during ITKWD where no orders worked and many that worked did not go through, I finally got an order to go through around 5pm, and received the confirm notice in my email.  It was for the KC ham which was a one-day-only price on easy pay. The website was still having glitches, and the order did not say "Advanced Order" (12/11 delivery week), it said "In Process". Meanwhile, another attempted ham order I thought did not go through showed up Monday morning in orders at the higher price and I cancelled it online. Called CS Monday 9/25 about the "In Process" ham order and they told me to ignore that, for it would not be delivered until 12/11 week.  Then this evening, was tracking a delivery and saw the "In Process" ham order had been cancelled and a new order created, dated today 9/26 and at  todays price (not one-time only price); there was no email notice.  Now WHY would this happen?  Called CS and told them I wanted the cancelled order of 9/24 reinstated at the special price with easy pay, and the one QVC created today cancelled.  She complied and the update showed in my orders.  WHY? WHY? WHY?  What is wrong with this company? 

[BirkiLady]

Have to give QVC credit for sending an email (to me anyway) the following morning, asking for my opinion about how things had been handled during the problems experienced. Found it interesting, because I didn't purchase anything that day.

I suggested the banners advertising EZ pays should have been removed and the hosts should have ceased mentioning such payment plans until the system caught up. Also felt the hosts could have been honest with viewers and explained the situation rather than the "down for maintenance" excuse. No one buys that excuse! We know their IT Dept. is jammed and the systems are not working properly. Having the hosts work with the customers would have saved CSR so many needless phone inquiries. 

And, I also felt too many people might have been purposely jamming the system. The IT Dept. needs to put some safety mechanisms in place to monitor how many orders are being made during each show. (i.e. Are shoppers cancelling and reordering the same items?) That could make inventories a disaster with QVC's sales volumes on such a day.

There are so many variables entering into jamming the IT Dept.; it's a tough call. I ran the State's IT Dept. for eight years without anything like QVC experiences. This should never happen is a retail setting! It should be smooth from placing the order to shipping out the door in a timely manner. They can do better. They have done better in the past.