Customer Care

[On It]

My order for a mattress which I placed online during the midnight show is missing from the system.  I did not receive the email confirmation, and it does not show on order status. I did a customer chat about the order which could not be found. Then I was directed to call which I did. The order could not be found, but she said to check my account to see if the card was processed. It was indeed processed, so I called customer service again about the situation. It was suggested I wait until about 5:00 pm to see if it posts today. The explanation was the system sometimes gets jammed during the first airing of the TVS. If it doesn't post they will do an investigation. Do I lose out waiting all day on the good price and free shipping? Queen size usually goes quickly.

[Kachina624]

@On It    Email the mods at QVCSocialTeam@QVC.com.  That happened to me recently and they could see my order although I couldn't.  They said not to place another order.  They were having trouble reaching my bank. 

[On It]

@Kachina624 Thank you for providing the email. I sent an explanation, so hopefully I will get a response soon.

[On It]

@Kachina624 The social team could not find my order either. They were quick to respond and provided a good idea for how to lock in the price and the free shipping. I had forgotten their email address so thank you again for providing it. A big thank you to the social team for being so helpful!

[Love my grandkids]

@On It  Thanks for the update. SO many times posters are given the Social Team info and there is rarely an update by the OP so it's nice to see one. 

[itsmagic]

I had that happen about a year ago with a TSV winter jacket.  When I called CS, they could not find the order and suggested I must not have completed the Order and that I should reorder it.  That was a mistake.  The next morning I had confirmations for two jackets and one couldn’t be cancelled so I had to wait for them to be shipped and return one.  That would be a nightmare with a mattress. 

[icezeus]

I had a similar thing happen to me several months back with a TSV. I live in California, so when I normally decide to place an order for the TSV it's usually a  little after 9:00 P.M. my time. I never received a confirmation. I checked with CS and they said something along the same lines about a glitch and it would eventually show up.  When I awoke the next morning the order was still not showing in my confirmations so  I decided to place another order. By noon both orders were showing, (ughh) I then had to cancel one. It was a pain. That has never happened to me before or since. 

[Nomore]

I had this problem with a cardigan a couple of days ago. Not a TSV. First order didn't show up until late evening after I was told to re-order since it couldn't be found by order number and that was early afternoon. I made a second order.  Called a second time late evening to see if second order showed up, I won't even repeat what CS said to me that late evening of the orders. The second order didn't show up either, so I went to bed.

I got up early the next morning, happened to check at 5:50am Mountain time, both were there! First one couldn't be cancelled, but the second one could be, so I got lucky. 

Sounds like something is wonky because it is happening on other orders besides TSVs.

[On It]

Update: The missing order processed at 1:00 am today, a little over 24 hours after it was placed. Thank you for sharing experiences with this same glitch and for providing help.

[loriqvc]

@On It - Glad your order finally appeared! I just thought I'd add that the same thing has happened to me in the past, and it was always for a TSV on a Friday night or Saturday night; apparently, the overnight updating of the QVC systems makes this a far-from-unusual occurrence.