PRODUCT PROBLEM AND CUSTOMER SERVICE.

AJW · ‎04-19-2010

My husband recently ordered an HP computer. From tracking info, we saw the item came from China, not QVC, and arrived in California in 5 days. Okay so far! The computer was at a Stockton CA Fedex warehouse, about 20 miles from where we live. The computer sat there for another 5 days, so my husband called Customer Service.

Call one: You have to track it yourself, not QVC

Call two: Its probably lost, so we will give you back your money if you like!!

My husband said no, because he wanted the computer. They kept saying there was nothing more they could do, so he asked to speak to a supervisor.

Supervisor came on the line, virtually repeated this same attitude, but finally, after a lot of pushing, she agreed to contact Fedex. We had no contact information on the actual location, and according to Google, there was no Fedex office in Stockton, CA.

Supervisor came back on the line saying that Fedex had been having problems with their trucks, but would deliver the computer the next day. No delivery the next day, or the next.

Call 4. This CS person said Fedex couldnt find the computer, so they would refund our money, but reminded us that the first EZ payment was due, and the 2nd would be on our statement soon, and they expected them to be paid. My husband refused because this was totally a QVC problem. Today he got an e-mail saying his money would be refunded, but would take up to 60 days for it show up on our statement!! So that would mean the 3rd and possibly the 4th EZ payment would have been billed!

The final comment is about delivery direct from China!! What happened to the rigorous testing of every batch o

Melvin-QVC · ‎06-14-2015

@ajw wrote:

My husband recently ordered an HP computer. From tracking info, we saw the item came from China, not QVC, and arrived in California in 5 days. Okay so far! The computer was at a Stockton CA Fedex warehouse, about 20 miles from where we live. The computer sat there for another 5 days, so my husband called Customer Service.

Call one: You have to track it yourself, not QVC

Call two: Its probably lost, so we will give you back your money if you like!!

My husband said no, because he wanted the computer. They kept saying there was nothing more they could do, so he asked to speak to a supervisor.

Supervisor came on the line, virtually repeated this same attitude, but finally, after a lot of pushing, she agreed to contact Fedex. We had no contact information on the actual location, and according to Google, there was no Fedex office in Stockton, CA.

Supervisor came back on the line saying that Fedex had been having problems with their trucks, but would deliver the computer the next day. No delivery the next day, or the next.

Call 4. This CS person said Fedex couldnt find the computer, so they would refund our money, but reminded us that the first EZ payment was due, and the 2nd would be on our statement soon, and they expected them to be paid. My husband refused because this was totally a QVC problem. Today he got an e-mail saying his money would be refunded, but would take up to 60 days for it show up on our statement!! So that would mean the 3rd and possibly the 4th EZ payment would have been billed!

The final comment is about delivery direct from China!! What happened to the rigorous testing of every batch o

@AJW Please allow me to first apologize for any inconvenience with your order. I wanted to clear up a few things about the entire transaction and interaction. Some Hp computers are built and shipped from China and there is still inspection done on a certain number of them. If an item does not arrive to a customer and they are claiming non-receipt and the item was on easy pay, the first initial installment is refunded and there is no need to charge any additional easy payments. The part about the refund not showing up on your statement for 60 days means for example, if you call today for a refund and your statment prints tomorrow at your credit card company, then the refund will not appear on that bill but will appear on the next bill after that. Therefore, it could take up to 60 days for it to appear on your statement but will be back to your credit card within 10 days. I hope this information helps. If you ever need assistance, you can also email us at QVCSocialTeam@qvc.com and we'll be happy to help.

KathyPet · ‎03-09-2010

File a dispute with your credit card company. They will issue you a temporary credit for any EZ pays already charged while they investigate your complaint. That will keep you from having to make those payments or being charged interest on them. In the meantime the credit will be processed by QVC which will then eliminate the payments.