Q Talk

[stevieb]

On 3/7/2014 Venezia said:

I find the financial information interesting because it supports what many of us (long-time customers) have thought for quite a while - the current corporate executives are leading QVC down the wrong path.

It's become totally boring programming. Nothing seems to be innovative, unique or special anymore. I can accept that prices have to increase but, if I'm going to pay more, I want to see more intrinsic value in what I'm purchasing. Most of the things that they show for hours on end (days on end?) are the same things I can buy elsewhere for a lower price with free S&H.

Sadly, I don't think the to execs are going to listen to either the financial results OR their customers. Not unless they are replaced with fresh talent, with a clearer vision of returning QVC to the premier shopping channel it once was.

They're pretty clearly not listening. It's called arrogance and it's their way or the highway. They either honestly don't think customer retention is important or they're convinced that a core group will continue with them no matter what.

Easy Pay clearly draws some of us in and I also think that's part of why they play more games with it than do the other stations. I think they believe that we'll keep checking back in to see if that item we want is on EP and in the process maybe buy something else... That might well work on-line, but the problem with that assumption as far as programming goes is that it's often so bad that some of us aren't tuning in at all or only very rarely...

I think some of us would like to think their board of directors will step in and make some changes, but I don't see that happening either.

[Venezia]

I agree that it seems arrogance is leading the way. It's as if, despite declining sales, the top brass know that they've got it "right".

I have to wonder how these people get the jobs in the first place, then stay in them, when results are so poor. They must really be good at bluffing!

I realized today that it's been at least a week - probably longer - since I've watched any of the QVC programs. I check out things on the forum; I check a few things online, but that's it. And yesterday I sent back yet another item that was so clearly not as it was described (in the online video and the written description). I'm tired of wasting money on return postage. It is so not worth it.

(I'm glad to say that I watched the KF Internet show and, although an item I wanted sold out, they've emailed that they will do a pre-order for everyone who wants it and will honor the special pricing. Now that's customer service! Who needs QVC?)

[Spurt]

On 3/7/2014 Venezia said:

I agree that it seems arrogance is leading the way. It's as if, despite declining sales, the top brass know that they've got it "right".

I have to wonder how these people get the jobs in the first place, then stay in them, when results are so poor. They must really be good at bluffing!

I realized today that it's been at least a week - probably longer - since I've watched any of the QVC programs. I check out things on the forum; I check a few things online, but that's it. And yesterday I sent back yet another item that was so clearly not as it was described (in the online video and the written description). I'm tired of wasting money on return postage. It is so not worth it.

(I'm glad to say that I watched the KF Internet show and, although an item I wanted sold out, they've emailed that they will do a pre-order for everyone who wants it and will honor the special pricing. Now that's customer service! Who needs QVC?)

....The flat sales continue, but QVC just doesn't get it....They spend their money on promotions with Muppets or Kdash Klan and these silly "road trips" which give them different scenery to showcase the SAME OLE STUFF!!! There appears to be NO COMMON SENSE with the Execs and Buyers/Programmers....

I hate to see any company go bankrupt and people lose their jobs....that is certainly NOT the point of posting these results (which BTW any of their long time customers could have predicted), YET QVC continues to ignore the handwriting on the wall and continue on their merry stale ways....It's a darn shame because QVC used to be known for their uniqueness and variety....

They appear to be eeking out a small profit due only by operations in QVC Italy and China....

The Board must be drinking the "kool aid" and blaming it on "the economy"....

So these QVC "cheerleaders" can wave their pom poms and shout "things must be working and they must be making money or they would change"....but NUMBERS NEVER LIE!

One interesting thing....ShopHQ's Board is doing their best to dispose of their CEO....and he's fighting it all the way....guess he realizes he won't be able to find another job with the kind of salary he's making ....but wait....perhaps there is room for him at the Q.

[Spurt]

On 3/7/2014 mewsmomtoo said:

Thanks Spurt & Stevieb for posting and talking about the numbers end of QVC. I find it all very interesting and appreciate you getting the info out there. Now I am going to read your post regarding the competitions numbers-thx again!

your very welcome and glad you find it interesting...

As for the competition....I am sadly disappointed in HSN....their CEO came from Nordstroms and she was always talking about keeping the customer ""engaged"" with a variety of products....but they seem to be in the stale mode too...but at least they have shipping and price promotions....something sadly lacking on the Q......and glad that HSN still has craft shows....

[Venezia]

SPURT - just a word about HSN's CEO from my own personal experience. Will keep it short - suffice it to say I had a horrible problem with them sending me the wrong boots I ordered two winters ago. Sent them back; they sent them back to me (the wrong ones again), sent them back - back and forth. Charged me about three times for them! I phoned CS at least five times and finally (when both my DH and I had had enough of being charged yet again for boots I didn't have), wrote a letter to Mindy Grossman and sent it certified - with all the documentation and details of exactly what had happened.

I know the letter was delivered. She never even bothered to acknowledge it or respond, nor even have one of her minions do it. I have not bought another thing from HSN since that day. I realized then where the problem originated - in the CEO who didn't care a d*** about her customers, as long as she's collecting her paycheck.

[Spurt]

On 3/8/2014 Venezia said:

SPURT - just a word about HSN's CEO from my own personal experience. Will keep it short - suffice it to say I had a horrible problem with them sending me the wrong boots I ordered two winters ago. Sent them back; they sent them back to me (the wrong ones again), sent them back - back and forth. Charged me about three times for them! I phoned CS at least five times and finally (when both my DH and I had had enough of being charged yet again for boots I didn't have), wrote a letter to Mindy Grossman and sent it certified - with all the documentation and details of exactly what had happened.

I know the letter was delivered. She never even bothered to acknowledge it or respond, nor even have one of her minions do it. I have not bought another thing from HSN since that day. I realized then where the problem originated - in the CEO who didn't care a d*** about her customers, as long as she's collecting her paycheck.

Hi VENEZIA,

WOW! Times have changed at HSN, I remember reports of Ms. Mindy (we call her "aunt" Mindy around here) writing a PERSONAL letter in response to complaints and happy customers bragging and being impressed that she took the time to do so.

I had a couple of nightmares situations here and wrote to QVC via snail mail and I must say I did at least got a call from QVC Corporate acknowledging my letters and saying they would get the issue resolved...and they did.

I think Ms. Mindy is under fire........after posting 7% or 5% in sales increases and nice profits even after promotions and reduced shipping, they did not do so well the last couple quarters and are now in line with QVC....But you would think that HSN would step up in the Customer Service Department after disappointing financial results. ......

HSN troubles are like QVC and caused by their own stale lineup....and they probably paid a small fortune to hook up with the new Wizard Of Oz movie which was a big flop....and now HSN hooked up with a Hollywood agency..When oh when will these Shopping Channels learn....UNIQUE PRODUCTS AND VARIETY things you can't get locally will be more of a success...all these gimmicks and psuedo celebrities and poor customer service will just add to a declining bottom line!

[stevieb]

Boy that would tick me off... NO response whatsoever is completely unacceptable. I think I'd have to keep at it until someone acknowledged my concern and responded in some fashion. Say what you will about QVC (and yes, I've said plenty) but I don't think this would ever happen here. You might get a more or less capable CS or "Corporate" Rep, and it might take more than one call, but you're going to get someone responding to you.

[3star]

Thank you so much for the financial report. We may think that the PTB don't care, but I assure you they do and the shareholders care more. Frankly, I would like to see the whole company do a massive redo. Ms. Walmart clearly has no clue as to the wants, needs and expectations of the QVC customer, maybe she should leave as well as the Directors of Merchandising, Programming and Host, as well as a few buyers should be replaced.Some of the hosts should go as well as these onetime "favorites" have become unwatchable. I use to enjoy watching the Q on my down time as well as a very frequent shopper. As of this date, I stopped watching for about two years now and if I want anything ( which is Rare), I buy on line. After spending hundreds and hundreds of dollars, if not a couple thousand per year on QVC, I am now down to spending $150 total for 2013'. It's time for a serious regroup with some serious pink slips handed out. There are too many viewers who are homebound and rurally situated that count on QVC. I'm stopping now because I can go on forever and I need to pull my own plug!

[Venezia]

On 3/9/2014 stevieb said:

Boy that would tick me off... NO response whatsoever is completely unacceptable. I think I'd have to keep at it until someone acknowledged my concern and responded in some fashion. Say what you will about QVC (and yes, I've said plenty) but I don't think this would ever happen here. You might get a more or less capable CS or "Corporate" Rep, and it might take more than one call, but you're going to get someone responding to you.

I admit it ticked me off, considering what a total mess their CS/warehouse staff had made of the entire order and how long it dragged out. Hence, no more of my money being spent with HSN!

However, you're right - it still niggles, so I'll drag the paperwork out and write again, if for no other reason than to tell her why I don't shop with them anymore.

They've sent me a $10 off coupon, numerous discounts, etc. - none of which I've redeemed since that time.

I also have had a few issues with QVC; not surprising in over 20 years of shopping with them. But every time the issue has been resolved to my satisfaction and without me jumping through hoops to get it taken care of. So despite their current "problems", I will still shop with them when they have something I want.