Customer Care

[seamina]

I placed a Denm & Company order on May 13th. Today marks three full weeks and the item remains in the "preparing" stage with no tracking order. I was assured this item was marked as a priority by CS on 5/27 with no results. I have contacted CS three different times over the course of the last two weeks and have been advised three times to wait another "five days or so."  I had not been informed of the Ontario warehouse issue by CS until I placed my third call today. A glance at this forum shows shipping problems have been occuring for several months, yet, to date, I have not received an explanatory communication.  In fairness, other orders I've placed recently have arrived in a timely manner. 

[Laura14]

I am also part of the no shipping brigade. I placed two orders on free ship day almost two weeks ago and neither one ever did.

The pending charges on my credit card have dropped so I am assuming that they just cancelled the orders. It's not the first time this has happened, but it will be my last. 

I can handle tech issues all day long, but without communication, that's a deal breaker.

We have fifty million ways to contact one another in this day and age. A simple heads up somewhere, on air, on the website, preferably on the order page warning of their issue is just fair play in my opinion and common courtesy. 

Luckily, I can order one of my items from another retailer which I will do from now on and I found something very similar to the other one on Amazon and/or Walmart so I will probably buy from there.

My orders should never be raffle tickets to see whether or not I get it. 

[JudyL]

I placed an order for two Jennie Garth shirts on 5/23 with a delivery date showing today, 6/3.  So far they are still in the "preparing your order" stage and an email to the social team was responded to very quickly but with the same  - "we're having problems in our Ontario warehouse....." that everyone else has received.  Near the end of April I placed an order that took 2 weeks to ship and at that time I got the same "problems with Ontario warehouse" that I received regarding my shirts.  So the issue has been going on for quite some time.  Other items that I have ordered that came from Ontario arrived quickly so not sure what the issue truly is.  Hope I get my shirts at some point.  

[kismet]

I ordered 5 items on 5/24 with free shipping and still in process.  I called yesterday about an order that said delivery on 6/2, no tracking number shown, and the CS rep asked if I wanted to cancel it.  I said no and she said it would be here yesterday.  So far my informed delivery shows no packages coming.  Guess it will come whenever.  

[why again]

I have like 7 items ordered on 5/2, everyday another item has passed the expected delivery date (all orders palced 5/24). still sitting in preparing order.  I have called twice now,  and nothing has changed.   I wanted to cancel the item since they werent in hurry to get it to me, and I no longer need it, found a different replacement elsewhere but was told by CS they couldnt do anything because that is says in process (I am not surei it actually is processing, because I have that often too)  So I said i cant get what I order due to QVC fault and I cant cancel it, how is that customer serivce.  Customer service would be making the customer happy, tell them what is really happening, when it going to be resovled and allow the customer to choose to contunie with the order or not,  Oh and apologize to your customer, step #1  and not from a customer service rep who can not (by design of QVC) not provide you any assistance other  then send note, but someone in  is actually in charge.  And incentive people for their trouble.  But not qvc.   I agree with so many of the posters.  I know for me I have finally had enough of spending my time  begging a retailer to send me the items I purchased and will impact my buying going foward

[kismet]

I agree about the time that things are in process.  I checked my orders a short time after putting them in and they were in process so fast.  In the past I have tried to cancel and couldn't.  This time I won't because I ordered things I wanted but didn't want to pay for the shipping which added up.  Those that ordered for gifts probably won't get them on time.  Wondering if the part of the country you live in affects when you will get delivery.  I'm on the West Coast, anyone else across the country.  

[Sawblade]

I ordered a couple of items on 24th, 25th of May and still nothing.  I spoke to CS 2x this week.  One rep said I would receive it on June 4th.  The other rep said she would refer it to the 'finance department'.  Huh?

The orders still say 'Preparing Your Order'.  This is mighty frustrating. 

How about an online update at the item level?

How can a business be run this way?  What happened to QVC?

[Parischic]

I finally received my order that I placed on 4/28 today 6/6. This was coming from the Ontario Ca warehouse. My order spent 17 days in "processing order" 17 days "preparing order" and 4 days to ship.
Customer service said there was a problem with their Ontario warehouse and nothing could be done unfortunately. Either QVC needs to hire more people for the warehouse or fix whatever is delaying the problem.

[GMSesq]

The answer is:  you could wait forever.  QVC has apparently known for months that it has shipping problems from the Ontario warehouse where they "upgraded" systems.  I stead of sharing that with customers, QVC allows us to place orders that reflect a delivery deadline within a few days.  The orders then spend countless days Processing and Preparing with no update.  If you are dligent in your efforts to contact QVC, you will get a sob story about the upgrade but then be told that they can't provide you with any useful information about when to expect your merchandise (for which they've already collected payment).

[GMSesq]

The answer is:  you could wait forever.  QVC has apparently known for months that it has shipping problems from the Ontario warehouse where they "upgraded" systems.  I stead of sharing that with customers, QVC allows us to place orders that reflect a delivery deadline within a few days.  The orders then spend countless days Processing and Preparing with no update.  If you are dligent in your efforts to contact QVC, you will get a sob story about the upgrade but then be told that they can't provide you with any useful information about when to expect your merchandise (for which they've already collected payment).