I recently had to deal with QVC customer support via telephone, the experience was unacceptable and not becoming of a once-reputable company. Here is my experience.
I purchased an electronic product (DJI Spark Drone) via QVC on 05/28/2019 for 6 "Easy Payments" of $133.84. The first payment was made at the time of purchase, the next payment is due in 3 days time. All was well, product arrived after some delay (sat in QVC's warehouse for 6 days prior to shipping) and have been enjoying it since.
3 days ago, on 06/24/2019, I decided to purchase another DJI drone from QVC since they offered their 6 "Easy Payments" option again and did so without incident. The payments were to be $218 per month, including the first payment of $218 which I already made. It was scheduled to be delivered on 06/26/2019. When it didn't arrive, I logged into QVC to check its status only to find a cryptic message titled "Contact CS" - which I promptly did and spoke to an individual who verified my contact information as well as my identity.
After verifying my identity, the CS rep proceded to inform me I had apparently exceeded QVC's internal credit limit and would either have to 1) cancel the order or 2) pay for it in full. Because Amazon had the product for ~$100.00 cheaper (without "Easy Pay") I decided to purchase it there instead and kindly requested the CS rep cancel the order which she politely obliged.
Immediately after getting off the telephone, I attempted to log back into my QVC account to verify it had been removed and to see an indication that my $218 (payment one for the second now-cancelled item) had been refunded. Much to my dismay, I was unable to log into my account in good-standing which lead to me contacting QVC support for a second time.
The second call was a waste of time as I was hung up on after waiting several minutes on hold. At this point, I immediately call back and manage to quickly get ahold of a kind lady who informed me that "disabling an account" was standard practice when canceling an item and assured me I'd be able to log back in within the hour. After the promised hour elapsed, I attempted to log in without success. I tried a second time. And a third, fourth, fifth and sixth time at varying points throughout the day (yesterday-06/26) without success.
This morning, I also attempted to log in without success. At this point, I decided to test the CS rep's information and create an account with the same email address I had used initially. Much to my surprise, it worked - this tells me my user account had been inexplicably deleted entirely (by an incompetent or lazy CS rep)
So, QVC, here is my ultimatum. You will either 1) verifiably apply the $218 to "Easy Pay" product #1 or you will refund the $218 amount in full within 24 hours or I will dispute the charge for product #2 with my bank. I am keeping product #1 in accordance with the original contractual agreement (via "Easy Pay") but since product #2 was canceled (after accepting my payment) I expect it refunded or applied to my other purchase (product #1) - and I do not care which.
Never in my life have I spoke to multiple reps and gotten as many different answers. This tells me they are entirely lacking knowledgebase resources or any sort of meaningful supervision, and are essentially making up the information as they go along.
I will be doing future shopping with HSN or purchasing the product outright as QVC is in breach of contract with regard to product #2. I expect a reply in short order, as well as rapid resolution of this issue.
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