Customer Care

[J Bird]

I have found also that this shipping situation is out of control. I wanted something for a wedding that is 3 weeks away and I am afraid it will not make it. It is really unexceptable. As a long time customer I am really disappointed with QVC.

[Sparky3333]

You can upgrade shipping and it will ship in a couple days but if they use ups as the shipper no telling when people will get there stuff......I paid 14$  for qvc to ship hair products..ordered the 27th shipped the 29th out for delivery today but because my ups is not getting me my packages i doubt i will get it..qvc shipped it fast i just wish they used another shipper not ups.

[Whitney400]

I did laugh when I read your post, but what you wrote is sooo true.  It's the sad reality of waiting for orders from QVC. They now using something called UPS Mail Innovations, which as far as I can tell is something new and a partnership between UPS and USPS.  I guess they aren't calling it SurePost anymore.  I've been waiting for orders placed on 6/20 and 6/21.  Have absolutely no idea where one is since it has shipped but the tracking data has not been updated since 6/29.  Last tracking note was that it is in Wallinford, CT for "induction" to Postal Service for delivery (whatever "induction" means).  The other one is still "in process".  

We are paying shipping charges and I wonder how much it is actually costing QVC to ship items and how they come up with the shipping charges.  It's not like they are shipping each package out individually.  They are most likely making millions just off of the shipping charges alone!

You hit the nail on the head through your humor, but waiting for packages is very frustrating and the inability to contact QVC is infuriating.

[Whitney400]

Barb, the shipping situation is out of control.  The level of customer dissatisfaction is extremely high.  I do not believe that all of the problems are due to the pandemic and the carriers.  Something is wrong at QVC.  

[TheAdventurer]

I recently had an item that showed on-line that it never shipped and yet I receiverd it about 16 days after I ordered it.  After recieving it the on-line status changed to shipped.  I thought .. well, I guess I am going to have to return one.  Then about 3 days later it showed it was delivered.  Never received a seconde one

Also, I recevied an item that I did not order.  I called CS to confirm that I would not be charged for shipping for the wrong item and that the item I ordered would be shipped.  The reponse by the CS rep was so non-sensical.  I felt I was being dismissed. I was charged for shipping on the wrong item and the ordered item was never shipped.   

I get that there are and will continue to be shipping issues; however, it is all in how the  probelm is handled and resolved.

[77yangya]

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@MJM3 wrote:

I have dealt with shipping issuesfrom QVC before, but this is now absurd. I ordered an item on June 12. It was "In Process" for 10 days. Then it shipped from Bethlehem PA to NJ. After two days in one facility in Bridgeport, NJ, it went to ANOTHER facility in Bridgeport NJ.where it is now ready for acceptance by USPS Innovatons. It has been "ready" for 5 days. No information since it became "ready" on June 25. As if that weren't bad enough, another item- and these were all supposed to part of ONE order from ONE vendor, shipped, but it has been languishing in "accepted by post office" status for four days. How can one company be so consistently awful in shipping anything? I go to Amazon and boom- item delivered as promised. I am over shopping with QVC. 

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This is what everyone needs to know:..... On the check out page you need to choose the UPS Ground method.  It's $12.00 or so BUT I get my stuff in three to four days.  The "standard" method is NOT gonna work.  It's gonna take weeks to get to you no matter where you're located.  This is because it's going by this "mail innovations" thing that is the cheapest way.  Yes, you'll have to pay more BUT in a few days UPS will be at your door and NOT the post office.  There is an edit choice on the check out page.  Click on that and a drop down menu has three choices.  Choose the second one.  That's UPS all the way!  The first one is the cheap one that takes weeks.  The third one is WAY expensive which probably is over night.  To me, it's worth the second choice!

[77yangya]

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@Kachina624 wrote:

@Puppy Lips   If your orders arrived in a box, the paperwork is probably in layers on the underside of the outside shipping label.

I've found that orders of older merchandise are shipping very fast in most cases.  Newer merchandise apparently is not arriving from the manufacturers as scheduled probably due to transportation and manufacturing delays so can't be shipped until it arrives.

I'd surely like to visit a warehouse with my list of questions too.

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I have received items in boxes that had no packing slip and nothing with the label because I take the box apart piece by piece.  It DOES happen but never happened before.

[77yangya]

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@PINKdogWOOD wrote:

Shipping is a joke. We should be able to cancel any item(s) if it takes 2 weeks or longer to get something. If we don't get any shipping info, it's time to cancel.

I don't get how a few items can get to us within a matter of days when other items takes a month before the good(s) show up.

Then there's the actual shipping train the packages get on. Stuff leaves the warehouse from who knows where, goes to one post, then to another, then anothoer, oh look it's getting closer to me, oh nice, it's at my local post office. Oh no wait, it just went back to an out of towner post office - wait it was there already! Oh there it goes again, back to somewhere else USA. Three days later, oh here it comes again. Maybe today it'll come back to my post office.

Meanwhile all of this has now taken three weeks and oh, there it goes again. Or, oh finally it's at my post office, perhaps today I'll see my package. Oh but wait, it's sitting there for another three days.

One month has now passed and I still haven't seen it.

I get packages with no fewer than 5 stickers on it to reflect just how many people have touched it, and it still isn't here yet. Are we having fun yet?

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IT's sometimes not wise to cancel.  I waited ONE month and my item DID arrive but I cancelled and it showed up.  Now, I had to call and reinstate it so that was a pain in the butt for me.  If I would've just left it alone, I would not have had to do that.  Yes, I could've returned it but I wanted the item.  It's better to wait.  Packages are taking VERY long.  It does not mean they're lost.  You can always cancel but it's a pain to reinstate after cancelling.  The reps get confused.

[77yangya]

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@Sparky3333 wrote:

You can upgrade shipping and it will ship in a couple days but if they use ups as the shipper no telling when people will get there stuff......I paid 14$  for qvc to ship hair products..ordered the 27th shipped the 29th out for delivery today but because my ups is not getting me my packages i doubt i will get it..qvc shipped it fast i just wish they used another shipper not ups.

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I now use the UPS Ground and have NO problem.  I get my items in three to four days.  I think it's worth it.  If you're having trouble with UPS, it may be your location?  Mine is excellent.  I track it and it moves nicely.  Now, on a weekend, a day or so may be quiet but as soon as late Sunday night comes around it begins to move and out for delivery.

[77yangya]

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@Whitney400 wrote:

Barb, the shipping situation is out of control.  The level of customer dissatisfaction is extremely high.  I do not believe that all of the problems are due to the pandemic and the carriers.  Something is wrong at QVC.  

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I believe this too. I saw on line that they lost money in sales so they may be trying to make it up.  I still buy from QVC but I use the better shipping method.  I used to get great shipping using the standard one for $3.50 and suddenly my items took weeks to get to me.  I now use the UPS Ground and pay $12.00 or whatever it is.  Other companies we use to ship things to us have NO problem.  It's just QVC so I assume it's not what's going on with this virus thing.  It's a shame, their customer service has dropped terribly and the shipping, if not using the better one went the same way.  I used to call customer service and BAM, got a rep and had no problem.  Now, if I were to call, I get the same rep (don't know how that is but I recognize the voice) and I can barely hear her.  She sounds like she just woke up and is not very knowledgeable and takes forever.  I keep asking, please speak up, she does but BARELY.  It takes a LONG time to get a rep too and sometimes the recording just says they're not taking live calls.  I've never seen a big retailer go down so fast.  Must be a sign of the times.