QVC Customer Service

CareBears · ‎08-30-2015

What has happened with the Customer Service at the Q, I have been noticing a decline especially over the last year but last night makes me wonder why I even shop with the Q anymore?

After not receiving an item 12 days after it shipped (and no further tracking information since the item shipped) my husband called Customer Service last night,, before he could even explain what had happened he was cut off told she could not help him and was put on hold to be transferred, so the 2nd CS representative came on the line and informed my husband that it was his responsibility to call UPS and find out where the package was, and to call QVC back with the whereabous, I would have had some choice words but he called UPS just to be told that QVC never released the package to them, so we would have to call QVC back, so now my husband had to talk to a 4th person just to ask for a refund or a replacement of an item that we paid for 14 days earlier, the 3rd CS representative was very pleasant and even shipped the item priotity, but when did it become the customer's responsibility to track down the packages?

2blonde · ‎03-10-2010

@CareBears wrote:
but when did it become the customer's responsibility to track down the packages?

Yes, especially when QVC hadn't even sent the item out yet! That's deplorable.

Laura loves cats!

Q4u · ‎03-17-2010

I recently ordered a pair of dirt bike boots for our youngest son. They were in my hands in three days..... I kid you not! No shipping costs. They were a little small for him so I sent them back for an exchange one size larger, no shipping again and the new one came quickly (they had a turn around time, which I understand). Both transactions took less than ten days. I was astounded..... and yes, he tried the boots on and they're perfect and will not be seen again until Christmas morning.

So I think that QVC needs to address this issue. Also recently I had an issue with two items that were available and ordered early in the day going to "Advanced Order" which blew me away. I was miffed and cancelled everything. i really don't like Advance Order or Waiting Lists and will avoid them....

*~"Never eat more than you can lift......" Miss Piggy~*

CareBears · ‎08-30-2015

I have gone to Advance Order after ordering and being told stock was available at the time I ordered, unfortunately the items never came in, and like you I was miffed and cancelled my orders. I think QVC over sells items?

nomless · ‎03-10-2010

It seems to me that the problem was handled reasonably.

1. Good for the first rep quickly realizing she couldn't help and transferring the call to someone who had an answer.

2. Rep 2 says call the shipper....that seems reasonable. Once the item has shipped (and Q apparently thought it had shipped), it's out of Q's control and it's the shipper, not Q, who will have details about the whereabouts of the package.

3. Good for rep3 quickly resolving the problem once the issue was determined by the shipper.

But, yes, perhaps Q should provide round 1 CS agents with more training so that they can handle more issues. And perhaps Q needs more accurate info on its end re: shipping status. It seems like they should have been able to determine the item had not actually shipped.

A lesson to us all: if there appears to be a delivery delay after the package was shipped, it will be more effective to contact the shipper first, not Q.

I'm glad you were able to get resolution for the problem.

Q4u · ‎03-17-2010

@Q4u wrote:
I recently ordered a pair of dirt bike boots for our youngest son. They were in my hands in three days..... I kid you not! No shipping costs. They were a little small for him so I sent them back for an exchange one size larger, no shipping again and the new one came quickly (they had a turn around time, which I understand). Both transactions took less than ten days. I was astounded..... and yes, he tried the boots on and they're perfect and will not be seen again until Christmas morning.

So I think that QVC needs to address this issue. Also recently I had an issue with two items that were available and ordered early in the day going to "Advanced Order" which blew me away. I was miffed and cancelled everything. i really don't like Advance Order or Waiting Lists and will avoid them....

The big one was the TSV Charger. I ordered THREE of them (over $300!) and I ordered them early in the day. Totally shocked me because there were plenty even in the gray when I purchased and then sold out later in the day. The other was the Blue Floral which I also purchased early. All said "in stock" at the time.

The other item was the plaid Sunbeam hot paid, said "in stock" and went to Advance Order....

This needs to be addressed and fixed.....

*~"Never eat more than you can lift......" Miss Piggy~*

RespectLife · ‎02-27-2012

@CareBears

It is absolutely NOT the customer's responsibility to track down the package.

It is ALWAYS the shipper's responsibility. Whether is is Q, Amazon, JCP...doesn't matter.

If it is lost, THEY must put through a claim against the carrier...you can't!

If they can't 'prove' it was delivered to you...they must credit you and reship.

You received a POORLY trained C/S rep to say the least.

The way the 3rd handled it was appropriate. It's a shame it took you 3 ppl to get your help.

As many always say...if you feel you are getting the wrong info or do not accept what the C/S is telling you...hang up and call back and talk to someone else!

Katcat1 · ‎07-21-2011

About a month ago, I ordered a ring and checked my order status and it always said In Process. All of sudden it turned to Waitlist or something on that order. You mean to tell me that the Q cannot tell whether they have the item or not? I cancelled the order. I have to say, I have been lucky with shipping, that is, receiving on time. I also spoke to someone in CS that did not speak like she knew what was going on. I will give the Q the benefit of the doubt and hopefully some of these people in CS are holiday help. I think it is good that we complain so the Q knows what is going on.

kindness is strength

2blonde · ‎03-10-2010

@nomless wrote:
It seems to me that the problem was handled reasonably.
1. Good for the first rep quickly realizing she couldn't help and transferring the call to someone who had an answer.
2. Rep 2 says call the shipper....that seems reasonable. Once the item has shipped (and Q apparently thought it had shipped), it's out of Q's control and it's the shipper, not Q, who will have details about the whereabouts of the package.
3. Good for rep3 quickly resolving the problem once the issue was determined by the shipper.

But, yes, perhaps Q should provide round 1 CS agents with more training so that they can handle more issues. And perhaps Q needs more accurate info on its end re: shipping status. It seems like they should have been able to determine the item had not actually shipped.

A lesson to us all: if there appears to be a delivery delay after the package was shipped, it will be more effective to contact the shipper first, not Q.

I'm glad you were able to get resolution for the problem.

Did you not read the OP's post correctly? She said that QVC had not even released the package to UPS yet. And, QVC tells her to contact UPS? Give me a break.

Laura loves cats!

Q4u · ‎03-17-2010

@RespectLife wrote:
@CareBears

It is absolutely NOT the customer's responsibility to track down the package.

It is ALWAYS the shipper's responsibility. Whether is is Q, Amazon, JCP...doesn't matter.

If it is lost, THEY must put through a claim against the carrier...you can't!

If they can't 'prove' it was delivered to you...they must credit you and reship.

You received a POORLY trained C/S rep to say the least.

The way the 3rd handled it was appropriate. It's a shame it took you 3 ppl to get your help.

As many always say...if you feel you are getting the wrong info or do not accept what the C/S is telling you...hang up and call back and talk to someone else!
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This is absolutely true! As a seller on eBay I am responsible for tracking down a package. I am also responsible for INSURANCE! Many sellers on eBay tell the buyer that insurance is on them and they must pay for it. That is wrong. If something happens to the package the SENDER is responsible and will have to deal with the shipper to regain the package or be paid for it!

When something happens to a package I've sent, I will refund the buyer and then deal with the shipper.....