Customer Care

[SaveTheTurtles]

@Zitawins  You are very welcome and thank you! I didn't realize how annoying it was for people. 

[skatting44]

    Was it made in Vietnam, China or India ?

  Have  received  a dress recently that  did not match the posted measurements  on waist, chest ect

[Gardening_girl]

I joined the forum tonight.  I don't normally do online chats etc but I am totally frustrated with QVC at this moment.  They need to change their name.   have been a customer for over 20 years but think I need to start using other vendors.  I find their quality and convenience severely damaged.   I received a bottle of Peter Thomas Roth mask today.  "I have ordered his products multiple times before and knew I was going to use it so I opened outer box, cut for recycling and discarded.  But when I opened the product package I found a container that was at least 1/4 to 1/3 empty.  As masks are not sealed, I don't know if it is a tamper issue or a QC issue on the filling line.  But either way, I not going to use it.  I called customer service and was told I needed to return the product.  This sounds simple but I live in a very isolated rural area and to take product to town will take me 3 hours or more or a whole morning - for a MISTAKE QVC made.  I told customer service I would like to send them a picture of the container and then discard.  But they refused  and now I am supposed to leave it outside for either USPS or USP to pickup.  QVC email had different instructions than the online agent.  USP has never picked up anything in my area we are out of the pick up zone but QVC says UPS is going to in 1 to 3 working days.  Now QVC has my money while I have a defective product that should have been caught during filling and packaging and I am pretty sure will end up losing a whole morning when after 3 days "USP has not picked the stuff up.  When I decide I don't want something or ordered the wrong size I am more than willing to do the extra work to return but it is not good customer service to imposed the time to correct QVC mistake on me.  I don't know if returns have always been this difficult because in 20 years I have returned less than a half dozen things mostly due to size.  I don't order things I don't intend to keep and don't appreciate QVC return policies.  Amazon makes returns much easier and usually dont require the article to be returned if defective or their error.  (For reference purposes I am 70 years old and can not drive after dark so 3 hours is a significant portion of the day)

I tried to include a picture of the container/product but can't figure out to get it in the post????

[RespectLife]

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@pdlinda wrote:

@RespectLife   USPS will, under NO CIRCUMSTANCES, make a pick up on a return at my front door.  I live in a large apt complex and the USPS doesn't have the capacity to either deliver or pick up packages for residents here.  If a package doesn't fit into my mailbox, I get a notice to pick it up at the Post Office. 

In the case of returning items that are delivered into my mailbox, the carrier will NOT process that return.  I have to return it to the post office myself. 

Also, in terms of following the instructions of the "social team" for "expeditated returns" I find them to be too detail oriented and lengthy. 

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@pdlinda 

If it fits in your mailbox though, they will pick it up for free then, but you have to schedule it first on USPS.com

It is USPS policy to pick up out of the mailbox.  If they refuse, your carrier/post office is not following USPS procedures.

It is only One email to the QVC Returns dept to expedite your refund.

If you can post here, you surely can send 1 email.

[SamBrown]

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@Gardening_girl wrote:

I joined the forum tonight.  I don't normally do online chats etc but I am totally frustrated with QVC at this moment.  They need to change their name.   have been a customer for over 20 years but think I need to start using other vendors.  I find their quality and convenience severely damaged.   I received a bottle of Peter Thomas Roth mask today.  "I have ordered his products multiple times before and knew I was going to use it so I opened outer box, cut for recycling and discarded.  But when I opened the product package I found a container that was at least 1/4 to 1/3 empty.  As masks are not sealed, I don't know if it is a tamper issue or a QC issue on the filling line.  But either way, I not going to use it.  I called customer service and was told I needed to return the product.  This sounds simple but I live in a very isolated rural area and to take product to town will take me 3 hours or more or a whole morning - for a MISTAKE QVC made.  I told customer service I would like to send them a picture of the container and then discard.  But they refused  and now I am supposed to leave it outside for either USPS or USP to pickup.  QVC email had different instructions than the online agent.  USP has never picked up anything in my area we are out of the pick up zone but QVC says UPS is going to in 1 to 3 working days.  Now QVC has my money while I have a defective product that should have been caught during filling and packaging and I am pretty sure will end up losing a whole morning when after 3 days "USP has not picked the stuff up.  When I decide I don't want something or ordered the wrong size I am more than willing to do the extra work to return but it is not good customer service to imposed the time to correct QVC mistake on me.  I don't know if returns have always been this difficult because in 20 years I have returned less than a half dozen things mostly due to size.  I don't order things I don't intend to keep and don't appreciate QVC return policies.  Amazon makes returns much easier and usually dont require the article to be returned if defective or their error.  (For reference purposes I am 70 years old and can not drive after dark so 3 hours is a significant portion of the day)

I tried to include a picture of the container/product but can't figure out to get it in the post????

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@Gardening_girl   Are you telling me your mail person drives 3 hrs one way everyday to deliver your mail?  If it took me 3 hours one way to reach a post office I would never order anything from anywhere.  6 hrs to return something - come on - that's ridiculous.

[Teddixat]

I am fortunate.  My mail carrier will take my returns and he scans them right there so I know they are scanned abd in their way

[elated]

@KateLynninAZ @Gardening_girl 

I am.sorry for all your troubles. I have found customer service is the backbone of a company. I don't understand what they are going to do with jackets that are defective. Are they going to send them to another customer?? 

Also, if a beauty product is not filled enough what are they going to do with it?? Are they going to send it out again or discard it. 

Word of mouth can make or destroy a company. Loosing customers is very expensive because it takes many new customers . 

Those that always have answers for people who are incurring problems due to poor quality control need to understand we are not all alike. What maybe easy for you to get to the post office or have them pick it up at your door is not always feasible for everyone. Just because what you have purchased is always correct doesn't diminish someone else's concern.

.IMHO, it is amazing that very few can empathize or try to understand the person's concerns regarding their dilemma.

I hope everything works out for the two posters..FYI, Target has the best customer service. If a problem occurs, they tell you to keep it or discard it. Never a hesitation.