Customer Care

[sallyree]

I recently ordered 3 LOGO  lace sleeveless tunics when your computer system apparently went down.  I had been waiting for this item to return for over six months.  I ordered them on-line as soon as the item was presented.  They had all colors in my size available.  The order would not go through, but got all the way in the system up to showing/printing the receipt.  I called customer service and was told the item would go through but it may take several hours.  I was assured it would go through.  I called in several hours as it had not gone through as promised and was told again it would go through, but it might take 24 hrs.  They were SURE it would go through.  Today I checked after the 24 hr time limit and they had not gone through.  The items in my size and color choices were sold out.  LOGO always sells quickly and I am very aware of this, but I doubt that many in my size and all the colors had sold out by the time I called.  So that must mean that others were given preference to orders and order times were not looked at by the people that had to enter the orders later by hand when the computer was back up.  This is disturbing to me.  QVC has been having many problems over the last two years with the Quality,Value and Service given to me.  I am very disappointed about this as I have been a loyal customer for well over 30 yrs.  I have introduced hundreds of friends to your channel.  I also use Zulily to order items.  I was most disappointed when you closed the outlet stores in SC/NC as I frequently bought things there too.  I feel I must rethink my continued support of QVC and Zulily if this is the treatment your loyal customers receive.  There are so many services on-line like yours now that I must make more of an effort to use them more often as you seem to be deteriorating instead of listening to your customers.  I work in the retail business and know the challenges of the business.  I do most of my shopping on-line now for convenience as do alot of people.    

[Q4u]

All the orders coming into QVC are in electronic rotation, added & processed automatically.  If, for some reason there are problems within the hardware, it would automatically reject one or two or how many are in the queue with the problem and go to the next viable order.  There is no way for QVC to determine preferences (oh let's let sallyree get her orders because she's been a customer for 30 years).

I am so sorry this has happened to you and understand the frustration, but any site that processes orders via computer systems will have a fail once in awhile... it's very disappointing but unfortunately it's out there.    

[Silver Fox1]

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@Q4u wrote:

All the orders coming into QVC are in electronic rotation, added & processed automatically.  If, for some reason there are problems within the hardware, it would automatically reject one or two or how many are in the queue with the problem and go to the next viable order.  There is no way for QVC to determine preferences (oh let's let sallyree get her orders because she's been a customer for 30 years).

I am so sorry this has happened to you and understand the frustration, but any site that processes orders via computer systems will have a fail once in awhile... it's very disappointing but unfortunately it's out there.    

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Yes  @Q4u  I agree with you that there can be problems within "the hardware" with any site, although I must say QVC seems to have more than most,  and that they really don't give a hoot how long anyone has been a customer ----- but ---- Customer Service should not have assured @sallyree  that her order would go through when the problems were fixed in that they were wrong and it's a BIG wrong !

[Beth-QVC]

@sallyree

Would you be available for me to call you this evening?

Beth QVC

[Q4u]

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@silver fox wrote:

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@Q4u wrote:

All the orders coming into QVC are in electronic rotation, added & processed automatically.  If, for some reason there are problems within the hardware, it would automatically reject one or two or how many are in the queue with the problem and go to the next viable order.  There is no way for QVC to determine preferences (oh let's let sallyree get her orders because she's been a customer for 30 years).

I am so sorry this has happened to you and understand the frustration, but any site that processes orders via computer systems will have a fail once in awhile... it's very disappointing but unfortunately it's out there.    

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Yes  @Q4u  I agree with you that there can be problems within "the hardware" with any site, although I must say QVC seems to have more than most,  and that they really don't give a hoot how long anyone has been a customer ----- but ---- Customer Service should not have assured @sallyree  that her order would go through when the problems were fixed in that they were wrong and it's a BIG wrong !

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I agree that CS should not have assured OP that her items would go through because I don't believe there was any way to know.  

The problem with QVC is that they are always allowing their Techs to mess with the site.  I guess to improve it, but honestly I believe it's to keep them busy and employed.  Updates are necessary, but major overhauls not so much and they can create problems.