I apologize in advance for this lengthy post. I need help, and hope for some further guidance. My Philosophy auto delivery shipped on 10/16/15. I didn't receive the package, but my credit card was charged. The tracking number showed it was shipped, but never made it to my local UPS warehouse, On 11/2/15, I called QVC. The customer service rep stated it was sold out, she couldn't reship, but would apply a credit to my charge card. Disappointed, but okay. On 11/6/15, I received an email stating a replacement shipment was sent out. I called customer service to verify if this was correct. The rep apologized for the misinformation on 11/2/15 and stated a new shipment was sent out that morning. Great! I am going to get my Philosphy. My excitement was short lived. According to the replacement tracking number, the package was scanned into UPS, but once again not delivered. The new charge appeared on my credit card, again. According to UPS tracking, the last date entered was 11/10/15 showing the package arrived at my local UPS warehouse. Since the 2nd package was never delivered, I called QVC on 11/30/15. Explained my story and was disconnected. I called back and explained my story to the new rep. She stated she could see the issue, the original order was not delivered, along with the replacment order. Unfortunately, the system only allows one replacement, but she will send a request to corporate. She stated that I should wait 24 hours and my order page should show the replacement order. In the meantime, she suggested that I follow up with UPS to see if the second package is sitting somewhere in their warehouse. On 12/2/15, My order page shows that I returned the first order. This is untrue! I never received the order as verified with UPS tracking. I contacted UPS as instucted. 45 minutes on hold, two different departments until I am contacted with someone in investigations at UPS. The UPS rep was very kind and said she could see the package wasn't delivered and will start an investigation. She put the call on hold. She came back to the line and said QVC has a restriction. Not sure what this means. She said it means the recipient can't start an investigation, only QVC can communicate with UPS. Another waste of an hour of my time. I called QVC customer service and asked to speak with a supervisor. This was at 3:30 pm today. The rep said I will hear from a supervisor within a couple of hours. Not wanting to miss the call, I canceled my shopping plans for the evening. At 9:00pm, I called customer service again and asked to speak to a supervisor. I was told they are busy, there are other people before me and someone will get back to me.
I have never had an issue with customer service in the past. I have never had a lost package or any other type of delivery issue until this one auto delivery issue. I have invested way too much time on this. It's been 6 weeks and I still don't have my shipment. I want the records corrected to reflect the truth. I didn't return the first shipment. I am very disappointed that a supervisor never called me. How do I get this resolved. I am not feeling good about my relationship with QVC right now. As a matter of fact, I feel they don't value my business. Any suggestions?
Also, I have names, dates and times of each contact at QVC.
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