I had a similar experience, I tried to use the agent chat and that took over an hour to get an agent, but they messed up the return so I called the second time and I spent over an hour trying to get through to customer service. I just kept pressing 0#, I would then get the message that no one was available and to use the automated system, I would then get transferred back to the main number where I would press #0 again...over and over. I did this for about an hour before eventually getting through. Sadly they messed up the return a second time so I had to go through this again but only about 45 minutes this time. So in total, I have waisted about 3 hours of my time fixing a mistake made by QVC (they sent me the wrong item).