Q Talk

[Shanus]

After three days of holding (to really bad music), many times a day for at least 30-40 minutes each time, no luck reaching CS. Last night I stayed up until 2AM and after 25 minutes of elevator music, finally got through. 

I had two returns, both defective: the LUG bag (if anyone followed on that forum that Amy said was nylon, but online was polyester) & my beloved Clark's leopard sandals that arrived with the right shoe larger than the left. Both orders certainly not paying shipping in either direction...each $5.50 to ship and $6.95 to return after waiting 3 weeks to receive them. 

Finally got that all squared away and decided to ask what was going on in the customer service dept. that no one can get through and related my experience and having to stay up until the middle the night hoping most others would be asleep. She said the Covid situation has left them short staffed. I replied that more that 1/2, maybe 3/4 of the US is unemployed. Maybe they could reach out and hire folks trying to feed their families? Dead silence on the phone. Then a hang up. Guess the truth hurts. 

[fthunt]

Q has and is 'milking' this virus ...........to their benefit...to cover other problems.

[KingstonsMom]

@Shanus 

You've been around here long enough to know that the easiest/fastest way to resolve CS/order issues is to email the social team at QVCSocialTeam@QVC.com.

They respond very quickly.

It's your business but I'm just curious why you would spend so much time and angst to get through by phone?

[queendiva]

Wow. I just this minute got off the phone with a CS rep. Called on Saturday at 8:45 a.m. EDT. Was on hold for all of maybe 2-3 minutes. I needed help for how to return 2 pairs of jeans ordered on LTS for the same price but smaller size. She was great! New jeans are ordered at that significantly lower price and are still in stock in the colors and new sizes. Will return the original order immediately at no charge. 

In addition, a previously returned order from the end of May was finally credited back to my Q card yesterday so it should not appear on my July bill. 

Grateful for the little favors...

[Shanus]

@KingstonsMom   Social Team said I needed to speak to CS re: shipping refund options.

[Cats3000]

3 days.  30-40 minutes each time.  Staying up 'till 2am.  Hassling with the CS Rep.  Say what?????

Are you using a credit card?  Rather than the hassle you described, wouldn't it be simpler to just dispute  the charges related to the items, explain the problems with the items and with getting through to CS, and allow the credit card issuer to handle it?

[DrakesMomma]

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@Shanus wrote:

Finally got that all squared away and decided to ask what was going on in the customer service dept. that no one can get through and related my experience and having to stay up until the middle the night hoping most others would be asleep. She said the Covid situation has left them short staffed. I replied that more that 1/2, maybe 3/4 of the US is unemployed. Maybe they could reach out and hire folks trying to feed their families? Dead silence on the phone. Then a hang up. Guess the truth hurts. 

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In fairness, the person that answered your customer service call most likely does not make those decisions.  

[Anonymous032819]

What did you expect the rep to say?

She's not in charge of hiring.

[PinkyPetunia]

I am glad you reached CS to deal with your issues, but what purpose did it serve to complain to the rep to hire more people and remark on all the unemployed persons in the country?  

The CS agent is just a working stiff with no clout to influence hiring.  What did you expect?  

[CAcableGirl2]

@Shanus   Your persistence paid off!  I am the same, and will not give up if I need to get something resolved.  I agree with hiring more people, and am tired of the months and months of excuses about shipping.  There are call centers that companies use that take the "overflow" calls, when their in-house staff can't handle the load.  Maybe QVC should start taking a look at those types of options.

I have received many emails in the past few weeks regarding "sorry, your order has been delayed", and just received a third one on the same item that was ordered about a month ago, and was supposed to have been delivered more then a week ago.  Of course, you can't cancel anything either.

If their senior leadership was interested in reducing customer frustration, they would get their shipping act together, AND get a team on responding to email inquiries too.  It is a lot less time consuming to respond to emails that can be routed to the correct staff to take care of, than to speak with customers who are frustrated with not be able to get through in a reasonable time to speak with a rep. 

I feel bad for their call centers, they are probably overwhelmed with calls due to shipping issues along with the normal order taking.  And now that they don't have customer service reps available 7 days a week, it just makes the issues worse.