Q Talk

[doguedebordeauxmom]

This is a first for me, at least on an item this large....I ordered one of 7x10 Veranda rugs but what got shipped to me was a patio umbrella instead.  The packing slip had the correct information, but the product was totally wrong.  Where is the QC on this kind of thing?  To top it off when I called customer service the first person I spoke to said "are you sure you didn't order it?"  Seriously!!!  And then said we cannot ship you out the correct order until you return the umbrella.  I asked about pickup and shipping and she said you will need to take it to the post office and I suppose I can mark your account not to charge you for shipping.  REALLY???????  I was so mad I hung up and called back in and asked for a supervisor.  The gentleman that answered the phone was very nice and said it was their normal policy not to ship anything out without the returned item but since it was their error and not mine he would get with a supervisor to try to overwrite it so it could ship immediately, which he did.  He also made arrangements to have the item picked up by the post office so I don't have to haul that large box around.  Geez, why couldn't the first person do their job instead of making it sound like I did something wrong!  I've never had an issue with either Evine or HSN when it was their error and was credited immediately and they sent me a special label via email to use to make sure when the item was returned I did not get charged for the shipping.  I appreciate what the last rep did for me but overall I have had some customer service issues lately with the Q and as a result have not been buying as much as I normally do. Just wondering if anyone else has had a similar experience. We all make mistakes but to make a customer feel like it was their error and problem just isn't right.  Thanks for letting me vent!

[Beth-QVC]

@doguedebordeauxmom

I am so sorry the original representative took such little care of you as a customer. This is certainly not the level of service that we at the Q are striving for and am glad the second representative could assist you. If you have any other issues, please do not hesitate to contact the Social Team QVCSocialTeam@qvc.com at anytime and we will do all necessary to maintain and exceed a high level of customer service. Beth QVC

[redhead handbag queen]

I received a package with someone else's order in it on Tuesday and called CS and was sent and received the correct package yesterday.  I was told to return the wrong item at my convenience. It doesn't sound like there is much consistency in CS on this issue.

I also told the rep that this was also the second time in a month and a half that I received someone else's order. 

[KatieB]

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@Beth-QVC wrote:

@doguedebordeauxmom

I am so sorry the original representative took such little care of you as a customer. This is certainly not the level of service that we at the Q are striving for and am glad the second representative could assist you. If you have any other issues, please do not hesitate to contact the Social Team QVCSocialTeam@qvc.com at anytime and we will do all necessary to maintain and exceed a high level of customer service. Beth QVC

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@Beth-QVC

And how does this help this lady????    Saying you're sorry and to contact the social team.   I don't get it...

[Pearlee]

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@KatieB wrote:

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@Beth-QVC wrote:

@doguedebordeauxmom

I am so sorry the original representative took such little care of you as a customer. This is certainly not the level of service that we at the Q are striving for and am glad the second representative could assist you. If you have any other issues, please do not hesitate to contact the Social Team QVCSocialTeam@qvc.com at anytime and we will do all necessary to maintain and exceed a high level of customer service. Beth QVC

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@Beth-QVC

And how does this help this lady????    Saying you're sorry and to contact the social team.   I don't get it...

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@KatieBThe social team is extremely helpful, esp. @Beth-QVC   I assume she needs information from the poster that is private in order to help her, such as the order number and probably other info.  I know this firsthand because this is how Beth once helped me - by asking me to contact the social team off the board. She called me too - she is top notch and QVC is lucky to have her.  She is super, super helpful.

By the way, Beth, good luck with posters using the Customer Care forum.  

[Deb1010yetagain]

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@KatieB wrote:

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@Beth-QVC wrote:

@doguedebordeauxmom

I am so sorry the original representative took such little care of you as a customer. This is certainly not the level of service that we at the Q are striving for and am glad the second representative could assist you. If you have any other issues, please do not hesitate to contact the Social Team QVCSocialTeam@qvc.com at anytime and we will do all necessary to maintain and exceed a high level of customer service. Beth QVC

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@Beth-QVC

And how does this help this lady????    Saying you're sorry and to contact the social team.   I don't get it...

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I've found the QVC social team to be extremely helpful and they are proactively reaching out to solve the problem.  That's a  BIG help and I give @Beth-QVC credit for being so quick and helpful.  It reflects positively on QVC.

[ECBG]

I had the same thing happen with a piece of clothing last year and they sent out what I ordered as I returned the other item.

 No way I had an item as large as yours!  How difficult!  So sorry you had this happen!

[cosmic1]

The social team does an outstanding job helping customers with issues. They helped me last month and I am much appreciative of the help. If you have an issue where customer service cannot help you, there is nothing to lose asking the QVC Social Team. They are top notch!

[KathyPet]

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@KatieB wrote:

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@Beth-QVC wrote:

@doguedebordeauxmom

I am so sorry the original representative took such little care of you as a customer. This is certainly not the level of service that we at the Q are striving for and am glad the second representative could assist you. If you have any other issues, please do not hesitate to contact the Social Team QVCSocialTeam@qvc.com at anytime and we will do all necessary to maintain and exceed a high level of customer service. Beth QVC

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@Beth-QVC

And how does this help this lady????    Saying you're sorry and to contact the social team.   I don't get it...

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It appears as if the OP's problem was already resolved before she posted about it.  All Beth was doing was apologizing for the problem the OP encountered and saying if there were any further problems to please contact them.  Don't see anything wrong with that

[sunshine45]

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@RedHead handbag queen wrote:

I received a package with someone else's order in it on Tuesday and called CS and was sent and received the correct package yesterday.  I was told to return the wrong item at my convenience. It doesn't sound like there is much consistency in CS on this issue.

I also told the rep that this was also the second time in a month and a half that I received someone else's order. 

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@redhead handbag queen

i had the same problem last month. i ordered an item and received someone elses order instead......a totally different item. i called customer service and they took care of the problem quickly. they just asked me to send back the wrong order i received from qvc and that they would immediately send out my order. i received it within several days.

so glad to have another level of customer service on the forums also @Beth-QVC ! it has come in handy!