Ok, I ordered a Plasma TV online one night on Sept. 8 so my daughter had soemthing in her new home, then called my friend to tell him about it. He tells me that Sears has the same TV for 250.00 less! So I check it out, and sure they do, as well as Crutchfield, ABT, Best Buy, and a few others. ALL Free shipping and all local! On top of that, the TV selling at local shops was the generation UP from the one here on QVC! Instead of the 50PV400, its the 50PV450 selling less than the one here!
So its not even 20 minutes later and I cancel my order. Online, then I also called the Customer Service Number and was told, 'No problem sir, it is cancelled." I check online the next mornin g, get this...at 5:30 Am when I am sipping coffee before work, and its now In Process! So I call again, and was told, "Sir the website isn't updated but I can assure you the order is cancelled."
Now it's the 12th, my card had not been credired yet. I call again and now I am told that this thing has shipped? So, it's cancelled online, confirmed right away, and confirmed again the next morning BEFORE it had time to ship! So I ask for a manager and get a Supervisor, who basically tells me she can't do anything about it, and I have to ship this HUGE tv back to them, wait till they recieve it, and THEN get my debit card credited?
I asked HOW did this thing shiop when it was cancelled BEFORE it shipped by 18 hours? She said the manufacture they drop ship it from did it, not QVC. I ask her then WHY was I told from 2 different service reps that this would NOT ship and my card would be debited right away?
She had no clue. But told me it was QVC Policy. Sweet. I told her to look up my wifes' name and look at how mnay thorsands she spends each year, ( no kidding, the woman gets packages every week by the 3-4 ) and did she really want to lose our business? She said basically that there was nothing she could do and though it would be sad to lose our business, she couldn't do anything. I asked if there was a manager I could speak with, she said ONLY if I wrote a letter to the corporate office in Pennsylvania!
The worst part is, I told her I was going to ordr a larger, more expensive TV I saw because it was the one single one that was almost as reasonable as local stores sell. Again, I get the "too bad, so sad" type reply.
Now, one would think that 250 dollars is not alot. However, is it worth losing THOUSANDS each year becasue they are not able to understand their own policies from rep to rep? And it is the CUSTOMER who has to pay the price for their 'policy' and lack of how things work. Here is MY sweet reply....what my wife orders is ordered on MY cards! Meaning EVERY bank I have a card with will be told to block this company from ever charging me a penny. She can shop at HSN or SHopNBC.com where they at elast have cometative pricing!
I highly doubt QVC management will read this, but IF you do, reference Order 3827541298, then go Google the product and see it is 250 dollars or LESS than what you charge. One MIGHT think that before LOSING a LOYAL customer this could have been handled difefrently. I do not care if the drop ship company made the mistake, neither should YOU! If it is the customer paying the price for it, you SHOULD care who makes your company look bad!
Now I know why the corporate management refuses to place their phone numbers names and email addresses on the website. I have to WRITE them a letter and hope it doesnt get trash canned before it gets above a 7 dollar an hour customer service rep because you or your vendor messed up? Because they messed up, it is ME that has to ship it back and wait for MY money to be returned? That process can take WEEKS!
Never going to happen again unless a MANAGER of the position able to make this right contacts me, and makes it right!
This 250 dollars will in turn lose you more thousands than it was ever worth when I get the word out. In any business, they say each disatisfied customer loses the company bewteen 7-11 customers in the short term and upward to 40 in the longer term.
Unless this is remedied, that is exactly what i will do as often and to to as many people as I can. Being a syndicated columnist helps with that by theway, and my weekly radio shows won't hurt either. I WILL make it known that my opinion is for them to shop at your competitors.
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