Customer Care

[Travone]

Mods - another poster posted the followin on another forum.  I frankly don't believe it.  I can't believe the Q changed their return policy so that food that arrives inedible can not be refunded.  Please set the record straight with the food return policy.   Here is the original post from @Annabellethecat66 

Buyer Beware....When It Comes to Ordering Food-

Options

‎08-13-2020 12:00 PM

I don't order food very often from QVC but my daughter loves croissants so I thought I'd give them to her.

Well, I ordered M56342 when on air.  It came to my front porch (I have cameras out there so I saw the carrier put the white box out there.

I just opened the white thing they come in and there was no dry ice in the bag and it reeked of thawed dough.

I picked up the sealed bag and I realized I was looking at (all meshed together) the mother of all croissants!  They'd 'melted' together into one big thing of dough.

I called QVC asked for customer service and the lady said she was customer service...who knows really.

She was very nice but she informed me that THIS ONE TIME she would refund my easy pay of $10 and change.  However, in the future it will be 'buyer beware' for food arriving.  In other words, "It's a ****** shoot if it will be frozen or not and no refunds".

I said to CS, "So I want to get this straight because I'm going to post this on the QVC forum that whomever buys the food takes a chance on whether it will still be frozen or not and in the future QVC will not be issuing a refund?

She said, "Yes mam.  That's exactly right".  She said it wasn't a NEW policy but it is supposed to be told to the customer when ordering that QVC cannot guarantee it will be frozen and there will be no refunds.

I told her I seldom order food.  I mentioned that last year I'd ordered Filet Mignon and it was delivered outside of my garage door.  My neighbor (thinking he was doing me a favor) put it into my garage.  I didn't know it was down there.  By the time I saw it a few days had gone by.  I never called QVC to request my money back because I felt like it was my fault that they'd thawed.

But this was different.  They came to ME totally thawed.  The CS lady said, "Mam, that's why I never order food.  I've heard way too many tales from customers about food being thawed or mishandled.  No mam, I never order food.

I have ordered food that was frozen when I got it (pot stickers).  I never intended to eat it but bought it for 2 friends of mine.  Both families hated them.  I called QVC and they refunded my money, no problem.

Now, I'm just relying what the CS lady told me even after I said I was going to post it on the forum.

So, I'm taking a few minutes to let you guys know what I was told by this particular CS.

I do know, I will never order food again, if QVC can't guarantee the food will be frozen, what kind of customer service is that?

I think QVC should retrain their phone answerer's; because I've never been told "buyer beware (about how it will arrive (frozen or thawed)".

[Travone]

I don't order food very often from QVC but my daughter loves croissants so I thought I'd give them to her.

Well, I ordered M56342 when on air.  It came to my front porch (I have cameras out there so I saw the carrier put the white box out there.

I just opened the white thing they come in and there was no dry ice in the bag and it reeked of thawed dough.

I picked up the sealed bag and I realized I was looking at (all meshed together) the mother of all croissants!  They'd 'melted' together into one big thing of dough.

I called QVC asked for customer service and the lady said she was customer service...who knows really.

She was very nice but she informed me that THIS ONE TIME she would refund my easy pay of $10 and change.  However, in the future it will be 'buyer beware' for food arriving.  In other words, "It's a ****** shoot if it will be frozen or not and no refunds".

I said to CS, "So I want to get this straight because I'm going to post this on the QVC forum that whomever buys the food takes a chance on whether it will still be frozen or not and in the future QVC will not be issuing a refund?

She said, "Yes mam.  That's exactly right".  She said it wasn't a NEW policy but it is supposed to be told to the customer when ordering that QVC cannot guarantee it will be frozen and there will be no refunds.

I told her I seldom order food.  I mentioned that last year I'd ordered Filet Mignon and it was delivered outside of my garage door.  My neighbor (thinking he was doing me a favor) put it into my garage.  I didn't know it was down there.  By the time I saw it a few days had gone by.  I never called QVC to request my money back because I felt like it was my fault that they'd thawed.

But this was different.  They came to ME totally thawed.  The CS lady said, "Mam, that's why I never order food.  I've heard way too many tales from customers about food being thawed or mishandled.  No mam, I never order food.

I have ordered food that was frozen when I got it (pot stickers).  I never intended to eat it but bought it for 2 friends of mine.  Both families hated them.  I called QVC and they refunded my money, no problem.

Now, I'm just relying what the CS lady told me even after I said I was going to post it on the forum.

So, I'm taking a few minutes to let you guys know what I was told by this particular CS.

I do know, I will never order food again, if QVC can't guarantee the food will be frozen, what kind of customer service is that?

I think QVC should retrain their phone answerer's; because I've never been told "buyer beware (about how it will arrive (frozen or thawed)".

[Susan-QVC]

---

@Travone wrote:

Mods - another poster posted the followin on another forum.  I frankly don't believe it.  I can't believe the Q changed their return policy so that food that arrives inedible can not be refunded.  Please set the record straight with the food return policy.   Here is the original post from @Annabellethecat66 

Buyer Beware....When It Comes to Ordering Food-

Options

‎08-13-2020 12:00 PM

I don't order food very often from QVC but my daughter loves croissants so I thought I'd give them to her.

Well, I ordered M56342 when on air.  It came to my front porch (I have cameras out there so I saw the carrier put the white box out there.

I just opened the white thing they come in and there was no dry ice in the bag and it reeked of thawed dough.

I picked up the sealed bag and I realized I was looking at (all meshed together) the mother of all croissants!  They'd 'melted' together into one big thing of dough.

I called QVC asked for customer service and the lady said she was customer service...who knows really.

She was very nice but she informed me that THIS ONE TIME she would refund my easy pay of $10 and change.  However, in the future it will be 'buyer beware' for food arriving.  In other words, "It's a ****** shoot if it will be frozen or not and no refunds".

I said to CS, "So I want to get this straight because I'm going to post this on the QVC forum that whomever buys the food takes a chance on whether it will still be frozen or not and in the future QVC will not be issuing a refund?

She said, "Yes mam.  That's exactly right".  She said it wasn't a NEW policy but it is supposed to be told to the customer when ordering that QVC cannot guarantee it will be frozen and there will be no refunds.

I told her I seldom order food.  I mentioned that last year I'd ordered Filet Mignon and it was delivered outside of my garage door.  My neighbor (thinking he was doing me a favor) put it into my garage.  I didn't know it was down there.  By the time I saw it a few days had gone by.  I never called QVC to request my money back because I felt like it was my fault that they'd thawed.

But this was different.  They came to ME totally thawed.  The CS lady said, "Mam, that's why I never order food.  I've heard way too many tales from customers about food being thawed or mishandled.  No mam, I never order food.

I have ordered food that was frozen when I got it (pot stickers).  I never intended to eat it but bought it for 2 friends of mine.  Both families hated them.  I called QVC and they refunded my money, no problem.

Now, I'm just relying what the CS lady told me even after I said I was going to post it on the forum.

So, I'm taking a few minutes to let you guys know what I was told by this particular CS.

I do know, I will never order food again, if QVC can't guarantee the food will be frozen, what kind of customer service is that?

I think QVC should retrain their phone answerer's; because I've never been told "buyer beware (about how it will arrive (frozen or thawed)".

---

@Travone Let me do a little digging, I am thinking it cannot be true, I will check and follow up.  Susan

[Susan-QVC]

I don't order food very often from QVC but my daughter loves croissants so I thought I'd give them to her.

Well, I ordered M56342 when on air.  It came to my front porch (I have cameras out there so I saw the carrier put the white box out there.

I just opened the white thing they come in and there was no dry ice in the bag and it reeked of thawed dough.

I picked up the sealed bag and I realized I was looking at (all meshed together) the mother of all croissants!  They'd 'melted' together into one big thing of dough.

I called QVC asked for customer service and the lady said she was customer service...who knows really.

She was very nice but she informed me that THIS ONE TIME she would refund my easy pay of $10 and change.  However, in the future it will be 'buyer beware' for food arriving.  In other words, "It's a ****** shoot if it will be frozen or not and no refunds".

I said to CS, "So I want to get this straight because I'm going to post this on the QVC forum that whomever buys the food takes a chance on whether it will still be frozen or not and in the future QVC will not be issuing a refund?

She said, "Yes mam.  That's exactly right".  She said it wasn't a NEW policy but it is supposed to be told to the customer when ordering that QVC cannot guarantee it will be frozen and there will be no refunds.

I told her I seldom order food.  I mentioned that last year I'd ordered Filet Mignon and it was delivered outside of my garage door.  My neighbor (thinking he was doing me a favor) put it into my garage.  I didn't know it was down there.  By the time I saw it a few days had gone by.  I never called QVC to request my money back because I felt like it was my fault that they'd thawed.

But this was different.  They came to ME totally thawed.  The CS lady said, "Mam, that's why I never order food.  I've heard way too many tales from customers about food being thawed or mishandled.  No mam, I never order food.

I have ordered food that was frozen when I got it (pot stickers).  I never intended to eat it but bought it for 2 friends of mine.  Both families hated them.  I called QVC and they refunded my money, no problem.

Now, I'm just relying what the CS lady told me even after I said I was going to post it on the forum.

So, I'm taking a few minutes to let you guys know what I was told by this particular CS.

I do know, I will never order food again, if QVC can't guarantee the food will be frozen, what kind of customer service is that?

I think QVC should retrain their phone answerer's; because I've never been told "buyer beware (about how it will arrive (frozen or thawed)".

[Susan-QVC]

---

@Susan-QVC wrote:

---

@Travone wrote:

Mods - another poster posted the followin on another forum.  I frankly don't believe it.  I can't believe the Q changed their return policy so that food that arrives inedible can not be refunded.  Please set the record straight with the food return policy.   Here is the original post from @Annabellethecat66 

Buyer Beware....When It Comes to Ordering Food-

Options

‎08-13-2020 12:00 PM

I don't order food very often from QVC but my daughter loves croissants so I thought I'd give them to her.

Well, I ordered M56342 when on air.  It came to my front porch (I have cameras out there so I saw the carrier put the white box out there.

I just opened the white thing they come in and there was no dry ice in the bag and it reeked of thawed dough.

I picked up the sealed bag and I realized I was looking at (all meshed together) the mother of all croissants!  They'd 'melted' together into one big thing of dough.

I called QVC asked for customer service and the lady said she was customer service...who knows really.

She was very nice but she informed me that THIS ONE TIME she would refund my easy pay of $10 and change.  However, in the future it will be 'buyer beware' for food arriving.  In other words, "It's a ****** shoot if it will be frozen or not and no refunds".

I said to CS, "So I want to get this straight because I'm going to post this on the QVC forum that whomever buys the food takes a chance on whether it will still be frozen or not and in the future QVC will not be issuing a refund?

She said, "Yes mam.  That's exactly right".  She said it wasn't a NEW policy but it is supposed to be told to the customer when ordering that QVC cannot guarantee it will be frozen and there will be no refunds.

I told her I seldom order food.  I mentioned that last year I'd ordered Filet Mignon and it was delivered outside of my garage door.  My neighbor (thinking he was doing me a favor) put it into my garage.  I didn't know it was down there.  By the time I saw it a few days had gone by.  I never called QVC to request my money back because I felt like it was my fault that they'd thawed.

But this was different.  They came to ME totally thawed.  The CS lady said, "Mam, that's why I never order food.  I've heard way too many tales from customers about food being thawed or mishandled.  No mam, I never order food.

I have ordered food that was frozen when I got it (pot stickers).  I never intended to eat it but bought it for 2 friends of mine.  Both families hated them.  I called QVC and they refunded my money, no problem.

Now, I'm just relying what the CS lady told me even after I said I was going to post it on the forum.

So, I'm taking a few minutes to let you guys know what I was told by this particular CS.

I do know, I will never order food again, if QVC can't guarantee the food will be frozen, what kind of customer service is that?

I think QVC should retrain their phone answerer's; because I've never been told "buyer beware (about how it will arrive (frozen or thawed)".

---

@Travone Let me do a little digging, I am thinking it cannot be true, I will check and follow up.  Susan

---

@Travone   No this policy has not been changed.     

Susan

[Susan-QVC]

I don't order food very often from QVC but my daughter loves croissants so I thought I'd give them to her.

Well, I ordered M56342 when on air.  It came to my front porch (I have cameras out there so I saw the carrier put the white box out there.

I just opened the white thing they come in and there was no dry ice in the bag and it reeked of thawed dough.

I picked up the sealed bag and I realized I was looking at (all meshed together) the mother of all croissants!  They'd 'melted' together into one big thing of dough.

I called QVC asked for customer service and the lady said she was customer service...who knows really.

She was very nice but she informed me that THIS ONE TIME she would refund my easy pay of $10 and change.  However, in the future it will be 'buyer beware' for food arriving.  In other words, "It's a ****** shoot if it will be frozen or not and no refunds".

I said to CS, "So I want to get this straight because I'm going to post this on the QVC forum that whomever buys the food takes a chance on whether it will still be frozen or not and in the future QVC will not be issuing a refund?

She said, "Yes mam.  That's exactly right".  She said it wasn't a NEW policy but it is supposed to be told to the customer when ordering that QVC cannot guarantee it will be frozen and there will be no refunds.

I told her I seldom order food.  I mentioned that last year I'd ordered Filet Mignon and it was delivered outside of my garage door.  My neighbor (thinking he was doing me a favor) put it into my garage.  I didn't know it was down there.  By the time I saw it a few days had gone by.  I never called QVC to request my money back because I felt like it was my fault that they'd thawed.

But this was different.  They came to ME totally thawed.  The CS lady said, "Mam, that's why I never order food.  I've heard way too many tales from customers about food being thawed or mishandled.  No mam, I never order food.

I have ordered food that was frozen when I got it (pot stickers).  I never intended to eat it but bought it for 2 friends of mine.  Both families hated them.  I called QVC and they refunded my money, no problem.

Now, I'm just relying what the CS lady told me even after I said I was going to post it on the forum.

So, I'm taking a few minutes to let you guys know what I was told by this particular CS.

I do know, I will never order food again, if QVC can't guarantee the food will be frozen, what kind of customer service is that?

I think QVC should retrain their phone answerer's; because I've never been told "buyer beware (about how it will arrive (frozen or thawed)".

[Travone]

Thank you Susan.  I didn't believe it was true. 

[sarahpanda]

Someone needs to track down that customer service rep and set her straight...or else give her a pink slip !

[Mj12]

Hopefully they record all calls to CS.  I cannot imagine any CS rep saying that.  Perhaps something was misunderstood, IDK.

[Susan-QVC]

---

@Mj12 wrote:

Hopefully they record all calls to CS.  I cannot imagine any CS rep saying that.  Perhaps something was misunderstood, IDK.

---

@Mj12 It's been handled on this end. 

Susan

[SharkE]

I 'd never order food from  thousands of miles away.

I make my own. Recipes all on the internet.  

KingArthurflour.com