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Valued Contributor
Posts: 533
Registered: ‎08-19-2011

Good grief, what has happened to CS?

Not happy with Q's response to an unreceived package.   Tracking shows it was delivered a couple of days ago but I never got it.  I contacted the Social Team and was told that needed to follow up with UPS or USPS.  Really?  Didn't realize that shipping was the customer's responsibility now.  Good grief, what has happened to this company?!

They used to have actual customer service once.

Trusted Contributor
Posts: 1,574
Registered: ‎06-24-2019

Re: Good grief, what has happened to CS?

Honest the first placeI would start is with the shipping company.  I would follow it in reverse order.  That's just me though.

Valued Contributor
Posts: 533
Registered: ‎08-19-2011

Re: Good grief, what has happened to CS?


@Miss Pepsi wrote:

Honest the first placeI would start is with the shipping company.  I would follow it in reverse order.  That's just me though.


And I am, but I didn't think that was my job.  It never was before.

Respected Contributor
Posts: 3,538
Registered: ‎09-08-2010

Re: Good grief, what has happened to CS?


@Bookplate wrote:

Not happy with Q's response to an unreceived package.   Tracking shows it was delivered a couple of days ago but I never got it.  I contacted the Social Team and was told that needed to follow up with UPS or USPS.  Really?  Didn't realize that shipping was the customer's responsibility now.  Good grief, what has happened to this company?!

They used to have actual customer service once.


I don't deal with the Social Team....I would call Customer Service on the phone and ask for a supervisor. It's THEIR job to track it. 

Honored Contributor
Posts: 61,527
Registered: ‎03-10-2010

Re: Good grief, what has happened to CS?

@Bookplate    I agree, tracking packages is not your job.  I never heard a response like that from the Social Team.  If there's a new policy, I'd like to hear it now.  It will affect my future shopping.

New Mexico☀️Land Of Enchantment
Esteemed Contributor
Posts: 7,735
Registered: ‎06-06-2019

Re: Good grief, what has happened to CS?

Went down the tubes along with Quality, Value, and Convenience.

Esteemed Contributor
Posts: 7,735
Registered: ‎06-06-2019

Re: Good grief, what has happened to CS?


@Effie54 wrote:

@Bookplate wrote:

Not happy with Q's response to an unreceived package.   Tracking shows it was delivered a couple of days ago but I never got it.  I contacted the Social Team and was told that needed to follow up with UPS or USPS.  Really?  Didn't realize that shipping was the customer's responsibility now.  Good grief, what has happened to this company?!

They used to have actual customer service once.


I don't deal with the Social Team....I would call Customer Service on the phone and ask for a supervisor. It's THEIR job to track it. 


Good luck with speaking with a supervisor.

Valued Contributor
Posts: 607
Registered: ‎09-07-2014

Re: Good grief, what has happened to CS?

Sorry you didn't receive your package. In my QVC experience, since 1986, I have only had this happen 3x. The last time was only about 3-4 weeks ago. I emailed CS and asked if I needed to contact UPS or would QVC take care of it. Within a couple hours I received an email apologizing for the incident and a replacement was being sent. 

 

Does this happen to you frequently or do you have many returns? Just wondering as I rarely return anything or have had lost items. I personally would have no problem contacting UPS myself if I had to. However, I do not want to deal with USPS. I've had terrible experience them and just don't want to deal with them. Hopefully your experience is unique. Good luck.

Honored Contributor
Posts: 11,826
Registered: ‎11-24-2013

Re: Good grief, what has happened to CS?

@Effie54 No one on these forums has ever been able to talk to a supervisor. Not gonna happen.

Super Contributor
Posts: 284
Registered: ‎02-16-2018

Re: Good grief, what has happened to CS?

Custumer service agents in other "stores" can see shipping details/tracking, etc  that the customer cannot access. The Q will not take responsibility & continues to charge for shipping - good that we have other shopping options.