HORRIBLE CUSTOMER SERVICE......NOBODY TO HELP ...?????

vtsnowman · ‎07-24-2010

I've been a customer for more than 25 years. For the most part, generally a good experince. UNTIL NOW.

I purchased a pair of Bose Media speakers on 6/1/20. Item showed "IN STOCK". No waitlist, no backorder, etc. IN STOCK.

I decided to purchase it and received an email confirmation. Estimated delivery of 6/8.

THREE DAYS LATER.....I get an email informing me that the item is on "backorder". States QVC is NOT sure when item will be back in stock or at all. HUH...?????

Seemes nobody is working any aspect of Customer Service. I know there's a pandemic but REALLY????

I call the CS number and am on hold for 22 minutes. I get someone (not too friendly from the get go). I give her my name, phone and order number and explain the issue. She disconnects me. NEVER CALLS ME BACK even though she just asked my name & number. I have to call back again. Now wait an additional 17 minutes. Get someone who turns out to be in a "call center" in Tennessee. Have to tell the whole story again. She tells me it's now on backorder and can't explain why. She then proceeds to tell me though that the item is NOT EVER STOCKED in QVC warehouse. They get it from the vendor, so they must be out of stock. I told her to go to BOSE.COM and they have plenty in stock.

I ask to speak to a supervisor. THERE ARE NONE TO SPEAK TO. She'll take my name and have someone call me back in 1-2 hours. IT'S NOW BEEN 5 DAYS AND NOBODY HAS CALLED ME BACK. I decided to try again for a THIRD TIME. Called QVC Corporate and receive the same amount of service...ZERO! I call and get another CS rep. Tell her the same issue. Basically says, there is nothing they can do about it. I give her my info again and ask for a supervisor call back. I seriously doubt this will happen. Won't hold my breath.....

Who's in cahrge of QVC's inventory data base??? Is anyone really tracking this or supplying the customer with accurate inventory numbers???? If you say you have it
"IN STOCK", you should honor it. If it's an item you don't stock and get from a vendor directly, SAY SO!!!. When you say you're gonna call a customer back....DO SO!!!

This is super POOR CUSTOMER SERVICE. In fact, I'd call it a "DISSERVICE".

No wonder so many QVC customers are unhappy and complaining in the blogs and forums. Is anyone taking charge or responding to the flood of customer inquires and complaints???? SEEMS NOT. I started to get the feeling that QVC doesn't care about their customers OR their errors. Just like the pandemic, I guess it's "THE NEW NORM".

Your customers expect and deserve better.

Love my grandkids · ‎11-24-2013

@vtsnowman Just FYI, supervisors do NOT take CS calls.

You must have not seen (or chose not to see) the many CC posts in which the Social Team has responded to problems.

You can email them at QVCSocialTeam@qvc.com.

They have said repeatedly that things are slow due to the pandemic.

Now that you've vented, send an email.

qualitygal · ‎10-04-2010

From a few of the posts I've seen on here lately, it might be a good idea not to order till a little more time passes.

RespectLife · ‎02-27-2012

It happens sometimes, unfortunately. Stock errors, computer errors, human errors.

C/S or a Supervisor are not going to be able to tell you what happened on Bose end.

Their computers are showing the same thing yours is. Don't berate them, they just don't have the answers you are looking for.

I can't even imagine the stress they are going through receiving calls from angry and annoyed customers. They are not the ones shipping the items.

It is possible Bose is abiding by distancing of staffing which will cause slow downs.

I have had good luck and received every single item that ever went to Backorder.

Good luck.

Beth-QVC · ‎06-14-2015

Moved:

This post has been removed by QVC because it is argumentative

vtsnowman · ‎07-24-2010

UPDATE.

Dear Beth,

I actually DID receive a call back today after my thrid attempt.

The CS rep / supervisor???.. was actually very nice, she listened, she explained all the possible reasons for this kind of thing happening and took the time to apologize for the situation that has been frustrating to me as a customer. She told me even she was having the same trouble for an item she ordered.....We were both very nice, friendly, and laughed quite a few times about things as well. She even wished she could "recruit" me as a trainer for QVC Corporate....and yes, she WAS actually able to provide a reasonable and thoughtful explanation.

MOST IMPORTANTLY, she took the time to call me back. She took the time to listen to a customers logical questions, comments, and expectations of what "good customer service" means. At the conclusion of the call, she actually made me "feel good" and valued as a customer.

The point of this topic was NEVER mean, no one was ever "berated or yelled at" or made to feel badly. She actually UNDERSTOOD the growing frustrations of your customers and yes, sometimes, the poor results and expectations of our experiences.

This wasn't meant to judge or be judged by you or others who decided to give their "presumed opinions" of me or the topic. The point was to bring awareness and understanding to a value that your speak highly off and promote as a company. Nobody is perfect, including myself. However, we do expect the most basic expectations of good customer service.

vtsnowman · ‎07-24-2010

You're so wise. Thanks for your opinion to my "so called vent".

I would suggest contacting them as they seem to be short of staff and you would make a great fit.

Mystic shopper · ‎10-21-2011

This is my 4th time trying to get help on customer service!! Waiting on hold over a half hours....THE PANDEMIC IS OVER....O-V-E-R!! DID QVC GET THE MEMO?? I never liked HSN because of the worst customer service so is QVC going to operate the same way since they bought them?? I just received a kitchen aide hand blenderand the pan guard is not in the box. I suppose I have to send the whole thing back or just do without! Also have other questions about orders and my Q card but no customer service. I am on hold as I type this getting very angry!!! i DON'T KNOW WHAT IS GOING ON BUT THIS ISN'T WORKING AND LIKE QVC AT ALL!! COME ON!!

Anonymous032819 · ‎03-29-2019

@Mystic shopper wrote:
This is my 4th time trying to get help on customer service!! Waiting on hold over a half hours....THE PANDEMIC IS OVER....O-V-E-R!! DID QVC GET THE MEMO?? I never liked HSN because of the worst customer service so is QVC going to operate the same way since they bought them?? I just received a kitchen aide hand blenderand the pan guard is not in the box. I suppose I have to send the whole thing back or just do without! Also have other questions about orders and my Q card but no customer service. I am on hold as I type this getting very angry!!! i DON'T KNOW WHAT IS GOING ON BUT THIS ISN'T WORKING AND LIKE QVC AT ALL!! COME ON!!

@Mystic shopper

you can email the mods at QVCSocialTeam@ QVC.com

The Sky looks different when you have someone you love up there.