Customer Care

[Beauty Maven]

I did a lot of online shopping on QVC last week.  I placed about 12 orders, most were Valerie Parr Hill items for holiday decorating.  The first packages arrived today, and we're off to a shaky start:

Order #1 - H210018 Metallic Antiqued Reindeer in SILVER.  I received them in GOLD.  Total cost of order with S&H -$45.39.  Back they go.

Order #2 - H212601 Set of 3 Snowmen with plaid hats & scarves.  First one out of the box has a dark dirt spot on his white body (that doesn't brush out).  All scarves and one of the hats is frayed and coming apart.  Total cost of order with S&H $45.03. Back they go, and these are sold out so they can't be replaced.  I was surprised these white fluffy snowmen weren't even packed in protective plastic, so it's no wonder they arrived dirty.

Order #3 - H207161 Set of 4 Window Candles.  This is the only good news of the bunch.  Correct color, all in working order, and btw, they are beautiful!

Last year, I ordered a 7.5' flocked tree from Bethlehem Lights.  QVC sent a 6.5' tree.  QVC couldn't correct the order because the larger size had sold out, so I used the too-small tree through Christmas and sent it back in January.

This year, I ordered a 7.5' flocked Hallmark tree.  QVC sent 2 bottom halves of a tree and no top.  Back it went, with no ability to get a replacement because the trees had sold out.

I will say that Customer Service is always very nice and accommodating, but having to return these items (especially the trees) is incredibly inconvenient.  Repacking, going to the post office, tracking the return and refund -- who has that kind of time?

I'm not expecting perfection, but lately. . . I'm just wondering, can I send "The Letter" to QVC?!

[Kachina624]

Quality control in any business is where they take random samples to assure that the item meets the manufacturing standards.  They never inspect every single item for the obvious reason that it would take too much time.

Unfortunately when we buy something like Valrrie's decor or Christmas merchandise we encounter sloppy Chinese workmanship.

[Beauty Maven]

I see what you're saying about "quality control."  What do you call "putting the right item in the box and mailing what I ordered"?

[millieshops]

I had my first quality control with a Valerie item more than 20 years ago. That was also my lat Valerie problem -  even if I watch since, it's just a few minutes for an idea.   I'm sure most of what's delivered is jusr fine or she wouldn't have stayed so popular over the years, but I buy so little decor that I don't need to chance getting what I don't want. 

Helps that I live where there's wonderful local shopping and I can support local owners or local workers.  Although I can't always do that, I try.

[StylishLady]

I believe quality control as we used to know it no longer exists.

[Beauty Maven]

Agreed.  There's not much offered by Valerie that you can't find at Hobby Lobby, Kirklands, Pier One etc.  I do love watching her -- she seems to be such a lovely lady inside and out.  She's my favorite host on the Q.  I think she should have her own lifestyle-themed show, maybe on the Hallmark channel or something.  

[Kachina624]

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@Beauty Maven wrote:

I see what you're saying about "quality control."  What do you call "putting the right item in the box and mailing what I ordered"?

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That's called "order filling"and it's done by a warehouse worker who's going 100mph trying to fill a long list of orders.  He usually gets it right but occasionally mistakes are made.

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[Beauty Maven]

Happens too often with my orders, and for the prices I'm paying -- it's getting annoying. Guess I'll just order fewer things, so the person filling the orders can slow down and pay attention to what he's doing ;o)

Sorry to be so snarky.

Over and out.

[Nataliesgramma]

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@StylishLady wrote:

I believe quality control as we used to know it no longer exists.

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that and Customer Service some places....Companies spend millions of dollars to GET you to their store and then they either don't have enough help or the people they hire act like they are doing you a favor by waiting on you.....

[Gardengal55]

Beauty Maven, by all means send The Letter if it makes you feel better and find some place else to buy. (Not that it will change things unless 5000 other people do it too)  Personally I have had very little issues with QVC over the 25+years I’ve been a customer but if this seems to be a common theme with your shopping experience here then you are simply throwing your $$ away.  Yes it can happen at any retailer but having to pay return s&h as well as general disappointment, well, I think it’s time.