This holiday season was unusually disappointing when it came to QVC orders, and I am learning to expect very little when it comes to customer service. I do not blame the reps., however, since the issue is in keeping with corporate policies.
A Susan Graver peachskin blouse intended for a Christmas gift arrived obviously worn, reeking of perfume. There were no more in stock and the blouse has long been popular and waitlisted, so I soaked it in baking soda for three days, then gentle washed it multiple times to lift the odor. Technically, it isn't new but it's clean now. More and more, I have received returned items. Not a surprise anymore, just very disappointing.
Next, a $200 pair of Fly London shoes, newly in stock, was ordered well before they were ever presented on air. I preferred brand new shoes, not returns, so I thought I would order early. There were plenty in stock. I paid by check and waited to receive them. There were still plenty in stock as time passed. Waited another week after the payment had been received while the shoes were in process ready to ship out. During that time, the shoes were presented on air and had did sell out in my size and color. My check had been cashed, and I was put on waitlist while the shoes were sent to other customers who ordered well after I did. New stock would not arrive by Christmas.
Ordered $200 worth of pastries from QVC for a caregiver party for the wonderful staff at my MIL's assisted living facility in Las Vegas. The staff are not allowed to accept gifts so we felt a small holiday reception would be a way of expressing our appreciation. The pastries did not ship on the promised date and in spite of repeated concerned calls, CS had no information why, no tracking at all, and insisted they could not contact the vendor directly to find out if or when they would make it in time for the event. It is unimaginable that a major company can operate this way. I was not allowed the option to cancel so that I might receive a refund to allow ordering replacements from a local bakery. QVC never contacted me to let me know there was a delay although I did continue to receive advertising e-mails for other products. Mistakes happen, glitches occur, be to not receive the courtesy of notification...well, that speaks volumes.
As a last resort, after contacting them by e-mail, Customer Care from these boards (thank you) did at least let me know there had been a delay in shipping. I sincerely appreciated being informed, but still had no info. On the expected length of the delay or when they might arrive. This was stressful and nerve-wracking. We had a front desk worker on the lookout around the clock day after day, hour after hour, waiting for the perishables to arrive. Day after day, nothing.
The volunteer staff and kitchen time we had reserved in advance to prepare the 160 pastries didn't work out since the boxes arrived at the very last minute, the last hour. They had shipped a full week later than promised. A company with quality customer service would have notified customers as soon as the promised ship date had passed. Neither QVC management nor the vendor ever made any effort to apologize or explain.
I ordered a set of Luminara candles for holiday entertaining but received the wrong size set than ordered, so had to buy (the correct size) a second time rather than wait the long amount of time it would take for the exchange. I was polite because, as usual, their error becomes my problem.
So, a couple of days ago, I received an order of what was to be 2 Susan Graver cardigans for my mother's 82nd birthday. Inside the bag I that came was one rumpled cardigan, a bag of granola, and a pair of dark slacks I never ordered. I used live chat to immediately report the error and find out when I would receive the cardigan since the gifts are for my mother's birthday next week. They had already been charged to my credit card. CS Larry told me the granola was not an error and I would not be able to receive my correct order until I had returned their slacks. The slacks that came to me through no fault of my own. Since there was no receipt for an item I never ordered and a return label will have to be mailed out to me ( I have no access to a printer) it will be weeks before their mistake is rectified and my order is sent. With holiday returns, maybe longer. I fully expect my mother's cardigan to sell out by then since they surely won't be holding for me the one I ordered and paid for. Well, at least I have one gift to wrap up, but it doesn't seem right that I should be penalized for an error that was not mine. As I was writing this, Larry abruptly ended the chat.
As always, I do my very best to remain courteous, fair, and patient, but when I consider the stress versus satisfaction that dealing with this company has brought me, well I am making changes in 2017.
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