Customer Care

[Jackhound Mom]

I did alot of shopping with the clearance prices after Christmas.  3 of my packages have been somewhere in my town sense the 5th and today is the 7th still not out for delivery.

Usually the day the package shows up in my town I get it.  Does anyone know what is different?  I spoke to CS but they had no information.  Also called UPS, no call back yet.

Thank you, Cathy

[Kachina624]

I just waited 6 days for UPS to turn a package over to the post office for delivery after it got to my town.  They're still feeling the effects of the holiday rush and holidays they didn't work.  You need to be patient.

[Jackhound Mom]

@Kachina624  You are correct.  I expected December to be slow but now I had hoped things would be back to normal.

Before Christmas when packages showed up on Q's tracking in my town I got them that day.  Don't know where USP is from our PO but that's how it worked.  Now (like yours) it is days before they arrive.  

The older I get the faster I want my stuff   I'm pushing 65.

Glad to see you @Kachina624 Happy New Year!

Cathy

[RetiredATC]

I have 4 things that have been "In Process" for quite a few days.  It happens a few times a year.  I'll be calling tomorrow if things aren't moving!

[chiclet]

Ordered a pair of earth shoes on 12/29 and they might be delivered tomorrow....13 days!!!!!!!!!

[sunshine45]

since christmas i have ordered two items only......

booties that were a TSV. ordered 12/27, shipped 12/30, arrived 1/4

jewelry ordered 1/5, shippped 1/7, not yet showing up in my state

[jans98]

Recent delivery on orders between 12/27 and 1/5, has been unusual. The 12/27 order seemed late, so I checked the tracking. It was UPS & US Mail. My order was in MA for 3 days before it was delivered. I called QVC customer service to discuss, trying to find out what had changed. Long call & fellow was very nice but his expertise is on QVC products, not shipping policies. Then, a new order on 1/3, came on EDD date. Next a free shipping day on 1/5 per an email on my cell phone. Placed 2 orders on 1/5, again noticing that there was a delay in delivery. Went to tracking info. Since I live in MA, I was surprised that both were being shipped from California - I had never noticed CA as a shipping point on any tracking previously done. On 1/8 it is in transit to UPS then, nothing for days. I called to ask why it wasn’t making any progress, why from CA and also what is different? Ended up asking for a supervisor to call back, since the CS person tried, but was unable to answer shipping questions. I was unable to get anything other than a scripted answer. Once it leaves QVC, it’s out of their control. But she did agree with me that QVC makes agreeements with shippers, and if a shipper decides to use US mail for final delivery, it is done with QVC knowledge. So my 2 orders, finally arrived in Chelmsford MA, north of Boston on 1/13. I live south of Boston I know it will arrive soon. But wait, it next goes to NH which is north, in the wrong direction. The next day, it goes south, past me to Kingston MA, then back to my local post office. (that also happened on 12/27 order also). I should receive it tomorrow.

When I had my last call with CS, I explained that I was used to QVC as a long-time customer since late 70’s. Something appears to have changed. If I opt not to have free shipping, the next level offered on a test order was $10. I let the next day of free shipping pass without ordering anything. I told CS in that same call, that I cannot impulse shop when I see a good value if it’s a gift for someone as I cannot depend on reasonable delivery time anymore. 

I deleted 2/3 of items on my wish list and I am ignoring marketing emails. The offer of free exchanges to offset non-standard sizing doesn’t work when they don’t keep restocking. There will always be nice items at good values at QVC, but there are many places to purchase online so I think that I can break the habit of checking to see what was on the air when I get home from work.

Whatever the reasons are, for decisions at corporate level, customer satisfaction is no longer one of them.

[casual gal]

I just posted a almost identical question...been at least 2 weeks for 2 orders when all other online orders from other compaies are 2-5 days. And shipping costs at QVC getting outrageous....

[loriqvc]

@jans98 - Over the past few years, QVC has changed its shipping model to rely much more on items being shipped directly from vendors. As a result, items are often sent across the country not due to any inefficiencies in shipping but due to the locations of the vendor warehouses (for example, Lock & Lock is headquartered in California and ships all of its items from its main site regardless of the destination). This change in approach is also why you cannot cancel an order soon after you place it (because it is already in the process of being submitted to the vendor and subtracted from its inventory) and why the shipping process overall is so much slower (too many handoffs between ordering and delivery).

I hope your ordering experience improves in the future—and welcome to the boards!

[jans98]

Thank you for your welcome & for taking time to provide some info.