Kitchen

[Gevelyn]

I have dealt with customer service 4 times. QVC sent brown set of pots and pans instead of red. I returned for right color. They said I would receive before Christmas. On the 22nd. It hadn't even shipped yet, still in process. I'm so disappointed! It's sad when customer service can't even help you.

[Kachina624]

@Gevelyn    Has it occurred to you that perhaps the red pans are not immediately available?  All my items have shipped in 2 to 3 days and have received them all.  The CS reps pretty much see the same info you see and have no way of knowing if they're temporarily out of a popular color, which red is.  If the item is still being offered, they are probably expecting additional supplies which have not arrived.  Many of the larger items are shipped by vendors, who leave CS in the dark.

[rms1954]

It's even more sad that people can't be a tiny bit less critical of people that have the thankless job of being a CS rep.  They are humans, not magicians and can't at the snap of their fingers fix everything.

[Sooner]

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@Gevelyn wrote:
I have dealt with customer service 4 times. QVC sent brown set of pots and pans instead of red. I returned for right color. They said I would receive before Christmas. On the 22nd. It hadn't even shipped yet, still in process. I'm so disappointed! It's sad when customer service can't even help you.

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@Gevelyn QVC has promised "by Thanksgiving" and "by Christmas" for years knowing it's only a maybe and they have nothing to lose.  I ordered something "by Thanksgiving" this year--didn't need it by then but it came weeks later and was damaged. 

[gabstoomuch]

I never ever just exchange something. They want their item back before they send out the right thing.

Two things can happen:

It airs again and what I ordered (or wanted) sells out

or

I return it for exchange and no one bothers to read the slip and they just automatically put a refund through

It is much easier to just reorder what I wanted to begin with, and C/S is pretty good about pricing, and if it was on easy pay, allowing for whatever it was on when I bought it.

Then I don't have to worry. I get what I want and then just send the other order back for credit.

ANYONE who has shopped at QVC for a length of time knows better shopping too close to Christmas. QVC do the best they can but anything closer than 3 weeks to a holiday and you get into the risky zone.

I would not say they lie. They are looking at the same screen we are, except they might have a separate screen to see what is in inventory. That is a moving number any time they look because nothing is put aside for exchanges. The item is still selling via the website or on air.

The number can vary depending on how popular an item is. The number they see available could be gone by the time you hang up. That is not customer services problem. The problem is that they don't ship out the correct item immediately and not make people return it first before rectifying the problem.

HSN actually sends out the exchange right away and you have 10 days to get your return back to them or they bill you for it.

THAT is why I save myself the aggravation of exchange. Just rebuy it and return the snafu one. Less stress.

[Foxxee]

@Gevelyn 

Welcome to the Forum.

I hold retailers to high standards.

I expect them to tell the truth.  No promises they can't fulfill.  QVC in no way can promise delivery by Christmas when that is determined by shippers.  Shippers might have told them they could get them by Christmas, but that's not telling the truth either; however, UPS and FedEx have done a great job, USPS's buddy, Newgistics has not in all cases.  

I have a package stuck in California in a warehouse since November 29.  USPS is telling me they don't have enough people to process that warehouse. 

Why?  They can't get enough people. 

I ask, "Get enough people or not able to get enough who are qualified."

This postmaster from a town near me answered, "Not enough qualified."

She told me she was asked to help my postmaster handle lost packages because he was out today delivering mail.  She said it all was a mess.

.  

[brandiwine]

@Gevelyn  Do you have any idea what the weather has been like in most areas of our country?  Here in Denver on the 22 we woke up MINUS 24 degrees, factor in wind chill and many areas of our state were MINUS 50.  We aren't the only state having horrible weather.  The Midwest is a mess as well.  Roads are closed!!   You have to expect serious delays in Dec due to weather.  It's not CS fault nor did they lie. They don't predict weather.

[gardenman]

Customer service reps aren't gods. I know. I worked in customer service for a bit. I was with Frontier Communications. Frontier would routinely overschedule installation work expecting some people to cancel before the installers got there. Every day around noon we'd get flooded with calls from customers who'd been promised an installation by noon only the installer didn't show up. The same would happen around four to five when the afternoon installers hadn't shown up yet.

We'd apologize, reschedule them, and hope for the best. That was all we could do.