Q Talk

[JackieTexas]

When I got home from work last night I had a QVC box on my front porch (love coming home to that ). I knew immediately something was broke and leaking. The bottle in the box wasn't broken but the lid had come off and leaked everywhere. I immediately got my camera and started taking pictures of the bottle, box it came in and the box it was packed in. I was ready for a long conversation with customer service on how I was going to convince them that I received this expensive bottle damaged. I spent 30 minutes setting up the pictures to email the evidence. Well, I wasted my time on that. I called and told the lady what happened and the lady expressed her apologies and assured me I would have a replacement in 7 to 10 days. It took about a minute with her and a wasted 30 minutes on me preparing to fight for a replacement before I made the call. I never comment on here but I had to tell everyone what a great experience it was to contact customer service. I love the Q even more now!

[Bird]

They are really great that way. I have had terrible UPS delivery and several accidents (well, seemed just carelessness to me) along the way. I'm glad you had a good experience! - Bird

[ennui1]

Well, here's a major customer service FAIL.

I received someone else's order today. (Eileen in Staten Island, I got your ring!) Anyway, QVC won't ship out the correct item until I return the wrong item. Since I'll be using the Q's return label, what are the odds the correct item will still be available?

So much for treating myself.

[stevieb]

On 1/9/2014 ennui1 said:

Well, here's a major customer service FAIL.

I received someone else's order today. (Eileen in Staten Island, I got your ring!) Anyway, QVC won't ship out the correct item until I return the wrong item. Since I'll be using the Q's return label, what are the odds the correct item will still be available?

So much for treating myself.

I hear you. I ordered a rather pricey ring on New Year's Eve (wanted to take advantage of my holiday EP) and believe I got the last one because the item showed sold out as soon as my order went to 'in process'. I ordered by phone, which I never do, and the first order taker messed up badly. Luckily (not that it appears to have mattered), I checked order status right away and called to correct the shipping information. The item had an EDD of Monday and it's still nowhere to be found. USPS tracking has no information... I asked, when ordering, for UPS delivery, but was told it would be sent signature required USPS. I get the signature required but have never been told an item had to be shipped USPS. I called CS yesterday and the person I spoke with, who was very nice, (as was the lovely lady the night I ordered who corrected the first agent's several errors...) said things like that usually DO go out UPS and couldn't understand why the other one did what she did... Bottom line, I have to wait another two weeks before they will begin to rectify the matter and, let's face it, any way you slice it, unless that ring shows up, I'm not going to get it on a reorder, as I'm pretty sure there aren't any more... I'd also be wiling to bet that at the end of the day, unless the ring shows up, it'll be a saga to get this sorted out and I'd also bet I won't be allowed to use the EP on an alternative item. Long story short, ennui, once you send Ellen's ring back to L.I., if you happen to get a ring for Stevie in Virginia, please let me know... Likewise, if I get yours, I'll so advise you!

[ennui1]

On 1/9/2014 stevieb said:

I hear you. I ordered a rather pricey ring on New Year's Eve (wanted to take advantage of my holiday EP) and believe I got the last one because the item showed sold out as soon as my order went to 'in process'. I ordered by phone, which I never do, and the first order taker messed up badly. Luckily (not that it appears to have mattered), I checked order status right away and called to correct the shipping information. The item had an EDD of Monday and it's still nowhere to be found. USPS tracking has no information... I asked, when ordering, for UPS delivery, but was told it would be sent signature required USPS. I get the signature required but have never been told an item had to be shipped USPS. I called CS yesterday and the person I spoke with, who was very nice, (as was the lovely lady the night I ordered who corrected the first agent's several errors...) said things like that usually DO go out UPS and couldn't understand why the other one did what she did... Bottom line, I have to wait another two weeks before they will begin to rectify the matter and, let's face it, any way you slice it, unless that ring shows up, I'm not going to get it on a reorder, as I'm pretty sure there aren't any more... I'd also be wiling to bet that at the end of the day, unless the ring shows up, it'll be a saga to get this sorted out and I'd also bet I won't be allowed to use the EP on an alternative item. Long story short, ennui, once you send Ellen's ring back to L.I., if you happen to get a ring for Stevie in Virginia, please let me know... Likewise, if I get yours, I'll so advise you!

If I get your ring, I'll let you know.

I kind of wonder what happened to the ring I ordered ... someone got a nice Morganite freebie.

QVC used to have excellent CS; today, I had to explain what happened three times, and I still don't think they understood what I was saying.

[chickenbutt]

I had a situation recently and called QVC to get contact info for the company that manufactured the item. I called them and had to leave a msg (hate that). Never got a call back, so I contacted QVC again (the first CSR said that if I don't get help with it to call back and they, QVC, will take care of me).

So, I called QVC back and they immediately ordered me a replacement item at no cost. I sent the bad one back the next day. But I was really glad that they would ship out the replacement item without charging me again. It seems like they didn't used to do that. You'd just have to pay and then when they got the other one back you'd get credited for that one.

I just have to make sure that I get full credit. They do have a proclivity for charging you for return shipping, even on defective, even though they say they won't. Then you have to contact them again and they are very good about removing the charge. So it always pays to keep an eye on that.

I've really never had a customer service problem with QVC over the 18-19 years I've been a customer. Now, hsn - that's another story. Yikes! But for the past 7-8 years I've only bought about one thing a year from them. Besides, most of what they sell is really poor quality. Lesson learned there.

[stevieb]

I agree that overall QVC's CS is good. I do remember they used to be even better and more customer focused, but still, by comparison to others I've experienced recently, quite good. I really hope my current dilemma is resolved and doesn't prove to be the occasion that requires me to change my overall positive opinion. The representative that initially took my order was clearly not up to the task, and I've run across a few duds along the way, but the vast majority of my contacts have been pretty positive. I only had occasion to call HSN's CS a few times and overall they too were pretty helpful. The first time I called them, which was a number of years back, the representative was helpful, if clearly grudgingly so. Since then though, the couple times I've had to call have been reasonably good experiences. Through the years, I haven't tended to shop HSN as much as I have QVC.

[stevieb]

On 1/9/2014 ennui1 said:

On 1/9/2014 stevieb said:

I hear you. I ordered a rather pricey ring on New Year's Eve (wanted to take advantage of my holiday EP) and believe I got the last one because the item showed sold out as soon as my order went to 'in process'. I ordered by phone, which I never do, and the first order taker messed up badly. Luckily (not that it appears to have mattered), I checked order status right away and called to correct the shipping information. The item had an EDD of Monday and it's still nowhere to be found. USPS tracking has no information... I asked, when ordering, for UPS delivery, but was told it would be sent signature required USPS. I get the signature required but have never been told an item had to be shipped USPS. I called CS yesterday and the person I spoke with, who was very nice, (as was the lovely lady the night I ordered who corrected the first agent's several errors...) said things like that usually DO go out UPS and couldn't understand why the other one did what she did... Bottom line, I have to wait another two weeks before they will begin to rectify the matter and, let's face it, any way you slice it, unless that ring shows up, I'm not going to get it on a reorder, as I'm pretty sure there aren't any more... I'd also be wiling to bet that at the end of the day, unless the ring shows up, it'll be a saga to get this sorted out and I'd also bet I won't be allowed to use the EP on an alternative item. Long story short, ennui, once you send Ellen's ring back to L.I., if you happen to get a ring for Stevie in Virginia, please let me know... Likewise, if I get yours, I'll so advise you!

If I get your ring, I'll let you know.

I kind of wonder what happened to the ring I ordered ... someone got a nice Morganite freebie.

QVC used to have excellent CS; today, I had to explain what happened three times, and I still don't think they understood what I was saying.

Maybe there's a (no pun intended) ring... of Morganite mail-thieves. My MIA ring is Morganite too...

I know what you mean. I still usually find their CS to be good, but the woman that initially took the order was clearly challenged... Since it will require a signature (assuming it ever arrives) I had it sent to my office. I think I repeated and spelled almost everything at least twice and she still managed to get much of the shipping address wrong, completely left the suite number off and didn't bother with the company name at all...

[Cyndog]

One good thing about HSN if you need a different size for an exchange they send it out immediately no charge. As long as you return the wrong size in a timely manner, there's no problem. I found this out when I called worried about my correct size being sold out by the time my return was processed and they said they'd send out the correct size right then. They've done this for me three times.

[Cyndog]

Gotta add, in 22 years never had any problems with QVC customer service. Did get "the letter" from ShopHQ once, ha, ha.