false advertising and no customer service

picnic · ‎07-18-2010

My husband ordered K298154, advertised as Cuisinart Chef's Classic Stainless Steel 14 pc cookware set.

http://www.qvc.com/Cuisinart-Chef's-Classic-Stainless-Steel-14-Piece-Cookware-Set.product.K298154.h...

The description specifically states it comes with a 12 inch covered skillet. IT DOES NOT.

He emailed "customer service" asking for qvc fix THEIR mistake and send the skillet.

He received a snarky response, not addressing THEIR MISTAKE IN THE FALSE ADVERTISING, and basically said mail it back.

SO BEWARE, BE VERY CAREFUL IN TRUSTING THE DESCRIPTIONS OF ITEMS. Clearly there are mistakes and qvc is not going to admit it or make it right for the customer.

Needless to say, they have lost two customers of long-standing.

RainyDayGal · ‎03-09-2010

How many pieces did come in the set? From the picture in the link I count 14 pieces. Are you saying he only received 12? I would contact Customer Service again and ask to speak with a supervisor. I would also e-mail Q.

ennui1 · ‎06-23-2013

It sounds like a piece was missing in the set you received, which is not necessarily false advertising.

QVC has always said that you would need to return the entire set for exchange or refund. They don't send out missing pieces.

picnic · ‎07-18-2010

It did have 14 pieces. The description lists a 12 inch covered skillet. It does not have a 12 inch covered skillet. It has: 1.5 and 3 qt covered saucepans, 4 qt covered sauté pan, 8'' skillet, 10 inch covered skillet, 9 qt covered stockpot, 20cm covered steamer, 24 cm pasta insert.

KYToby · ‎02-19-2012

That is very disappointing. Obviously, someone made a mistake in the description, listing two covered skillets (when the picture shows one). A mistake, though, does not mean it is false advertising. Now, while I understand logistically it can take some time for the IT people to change the site, if it does not get changed in a reasonable time frame, then I would change my opinion.

In regards to the e-mail, though, it sounds as if there is no 12" skillet. Demanding that QVC send it (when they do not have it) may be an unreasonable expectation. I think that offering a refund and an apology may be the only thing they can do.

picnic · ‎07-18-2010

the description in the qvc website is clearly wrong. the Cuisinart box does not list this set as having a 12 inch covered skillet, so it that sense it wasn't "missing". What is missing is integrity in advertising an item advertised incorrectly, and not making it right with the customer.

picnic · ‎07-18-2010

Maybe I am in the minority in trusting the description over the picture of an item. qvc does sell many 12"" covered skillets and I guess they would rather have my husband and I complain on all the social media sites we can rather than offer to fix THEIR mistake and offer to send a comparable product. I've been a customer for 20+ years and will not spend my money with qvc anymore.

sunshine45 · ‎03-09-2010

any time i have had an item "missing" from an order that is part of a set usually qvc will try to contact the warehouse to see if they have a piece that they can send to you at no charge. if they cannot, then usually they will credit you for the piece that is missing instead of sending back the entire set. if you WANT the entire set then i would just send it back and mark defective on the receipt. you wont be charged for shipping it back.

i just contacted them regarding a non-working item i received as part of the set. they told me if the warehouse cannot find a single one to ship to me then i will receive a credit for the non-working item. that way i dont have to send anything back and qvc doesnt have to pay to send anything back.

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"The world is a dangerous place, not because of those who do evil, but because of those who look on and do nothing." - Albert Einstein

cotto22 · ‎03-09-2010

On 6/8/2014 sunshine45 said:
any time i have had an item "missing" from an order that is part of a set usually qvc will try to contact the warehouse to see if they have a piece that they can send to you at no charge. if they cannot, then usually they will credit you for the piece that is missing instead of sending back the entire set. if you WANT the entire set then i would just send it back and mark defective on the receipt. you wont be charged for shipping it back.

i just contacted them regarding a non-working item i received as part of the set. they told me if the warehouse cannot find a single one to ship to me then i will receive a credit for the non-working item. that way i dont have to send anything back and qvc doesnt have to pay to send anything back.

This has been my experience as well. I have never had a part of a cookware set been missing or defective, but have had parts of hanging baskets with issues, and parts of beauty sets that were broken. I have been offered replacements when available, or credits when they were not.

Sometimes you get a CSR who is less than helpful. Perhaps you might call back and get a more helpful one, or ask for a supervisor if you want the set without the covered covered pan, or if not, a credit on your account for the inconvenience.

RainyDayGal · ‎03-09-2010

So the box you received didn't even list the 12" skillet? What a shame. I love that line of cookware so I understand your disappointment. Contact Q again, be sure to take a copy of the Q page listing all the pieces, ask them if they would be kind enough to offer you some compensation since the description was obviously wrong. Say $20. If you ask nicely they just might.