My QVC Gripe

[BarbM]

I just needed to vent about this...On April 15th I ordered a yellow gold diamonique 3 stone ring. A day or so later I rec'd a confirmation email stating they were shipping the ring...in white gold. I quickly called Customer Service, they said "oh we have it down as being yellow gold..don't worry about it"...well it arrived on the 19th..in white gold. Ok, mistakes happen, no big deal, I sent it back the same day. On Sat. April 29 I got another email stating that they received the ring, and they were shipping the ring back to me...in WHITE gold....called customer service, again...I was assured that they had my return slip with my request for the ring in yellow gold. I told them the email said white gold, they said "oh that refers to the one you sent back"...ok, fine I misunderstood the email I thought, but I know what I read. Well guess what? The ring arrived today...AGAIN in white gold. When I called CS again, I just got an apology and was told my shipping costs would be reimbursed. Now I'll wait another 2 weeks for the stupid ring. I know its not a big deal, but sheesh....anybody wanna take bets as to whether I'll finally get the right ring???

[Novalee]

Barb, I DO think it's a big deal, and so should QVC. It's a daggone shame that they messed up your order - twice! There really isn't any excuse for it, either. Welcome to the board!

Aside from the color, do you like the ring?

[BarbM]

Hi Novalee, yes, I do like the ring, it looks very 'believable"..the stones are a bit smaller than I thought, but that's ok..its very pretty, I'm just not a white gold person. I'll let you know if they get it right this time!! It just takes them so darn long to process a return too...

[Garnet333]

Barb, a similar thing happened to me with a ring I received for Xmas from my parents. My mom bought me a size 7. I wanted to wear it on my middle finger so I exchanged it for a size 8. QVC received my return requesting a size 8 after almost 1 month and sent me back another size 7.

I called QVC and talked to a customer service rep. After apologizing the rep told me they would ship out my 8 ONLY after they received my 7 but would reimburse me for my shipping. I told the rep that was unexceptable. I was not going to wait close to another month to get my ring. I asked to speak to a supervisor and requested they send out a size 8 immediately and for QVC to send UPS to my door to pick up their mistake. They agreed and all is well.

Obviously, this was their mistake and they admitted it. In cases like this and yours, QVC should be sending out a new yellow gold ring to you immediately and you shouldnt have to be inconvenienced by running to UPS or the Post Office to send back their mistake.

[hellokitty]

Tsk Tsk...they are slacking on the customer service focus. I had to do presentations at work on customer service, so I'm on a big kick for that. My current target is Gap. I'm boycotting due to their lack of good customer service. But anyways...

Sorry to hear about your frustrations w/the ring, Barb. Hopefully when you finally receive the right one, you will love it and it will be worth the aggravation.

[Jasmine46]

A few years ago, when I bought my Pilates machine, they shipped two of them, but only charged me for one. They didn't even seem surprised or concerned, or even thankful when I called them about it.
It seems like customer service is getting worse everywhere nowdays. It makes the places where you receive good service really stand out.

[teena]

Jasmine is exactly right. And it's not just customer service departments - it's sales too - it's everywhere. People just don't care anymore. Everywhere from mail order companies, department stores, grocery stores to UPS even. It's exhausting having to double check on everything you do and buy. I ordered a new computer a few days ago and per UPS' website yesterday the delivery was today. I doubled checked the website again this morning and delivery date had been changed to tomorrow. So while I was out today of course UPS was here with the delivery. They'll return tomorrow but why bother with the tracking function if it's not accurate? Late Saturday afternoon I went to the grocery store late in the afternoon specifically to get bread for dinner. I bought a few other things and when I returned home I had no bread. It had not been packed at checkout. So I went back - I almost asked them to give it to me for free considering the price of gas. I bought some foundation a week or so ago and as I was paying for it I noticed they had given me the wrong shade. I recently ordered a dressy skirt set from Chadwick's of Boston. I also ordered shoes to go with the outfit. It arrived and was not a skirt and top but a dress and very unlike the catalog. I returned both and asked that my shipping both ways be refunded. I've been checking shoe sizes for years before I leave the store with them as once I received two different sizes. I'm telling you it's getting worse all the time - and not funny. People are just too careless everywhere.

[LA-CAgirl3]

~My Gripe~ A few weeks ago I needed to know the details of my Dell laptop purchase so I called QVC CS. (I had no computer access at the time). Well, they couldn't find the purchase and I was told I must have purchased it over 18 months ago. This is impossible as I haven't even purchased from QVC for 18 months yet! She insisted it was not in my record of purchases. A few days later I checked online myself and there was the computer purchase, in the exact month I told the CS rep it would be. She was not friendly at all either. Big mistakes they are making up there in PA. Consumers are fickle.

[pebbles]

That's what happens when you deal with big impersonal companies. They don't care if they lose a customer and the people you talk to don't know you or care about you. They probably have a script in front of them to help them deal with problems. It used to be that 'the customer is always right.' Not anymore.

[BarbM]

Wow Garnet, I wish I would have talked to you before I called QCV Customer Service...!! I should have been more assertive...as it was their mistake twice. They told me the same thing, they couldn't send the yellow gold until they got the white gold one back. So now I sit and wait another month...customer service all over is going down the tubes..thanks for sharing your stories everyone!

[sueshe]

I think they should give ya the white gold ring and send ya the yellow one too!

[BarbM]

LOL sueshe....I'll be lucky to get the ONE i want...now that would be 'customer service;!!!

[Garnet333]

-------------------------------------------------------------------------
BarbM:
Wow Garnet, I wish I would have talked to you before I called QCV Customer Service...!! I should have been more assertive...as it was their mistake twice. They told me the same thing, they couldn't send the yellow gold until they got the white gold one back. So now I sit and wait another month...customer service all over is going down the tubes..thanks for sharing your stories everyone!
www.tvtalkshows.com/board/showpost.php?p=1494434
-------------------------------------------------------------------------

I am sorry we didnt talk sooner too Barb. I would have coached you on what to say to the mean nasty CS rep at QVC. I think its terrible the way they have treated you :(

Anyway, I do hope you absolutely love your ring once you finally get it. Please post and let us know how you like it :)

[sparkles52]

Wow you guys, I totally sympathize. I just received a Kathy Van Zeeland bag from the Q today, took it out of the package, and there were THREE stones missing from the bag. I can't even believe that this made it past the quality assurance, it is unbelievable! I called them furious, as I now have to be bothered with the hassle of returning it. They gave me the same line as you Barb - that I would have to send it back before they could issue me a new one. What a joke, every other place I order from will send you a new one immediately, ESPECIALLY when it is their mistake!! I read through these posts and am grateful that I did, because I called them back and demanded to speak to a supervisor. The customer service rep. tells me that the supervisor is busy and will call me back, if I don't get a call back in 1 hour I am calling again! What is going on with these people, it's pathetic!

I am seriously considering not shopping from QVC anymore, I am just so disappointed with the service.

[Jasmine46]

I highly recommend Nordstrom.com, Landsend.com and Sierratradingpost.com for excellent customer service experiences.
I have had terrible experiences with SPAMSPAMSPAMSPAMSPAMSPAMSPAMSPAMSPAM.com, philosophy.com, and more recently, amazon.com. Amazon.com's customer service reps are in India, and are pleasant, but just apologize and make excuses. You have to bitch a lot to finally get to speak to someone in this country who can really help you. I get the feeling that they hope that you will just give up.

I have recently been dealing with moron home reconstruction "experts", and it is enough to make you scream! It's no wonder people have to hire lawyers so often in order to get things resolved.

[Garnet333]

-------------------------------------------------------------------------
sparkles52:
Wow you guys, I totally sympathize. I just received a Kathy Van Zeeland bag from the Q today, took it out of the package, and there were THREE stones missing from the bag. I can't even believe that this made it past the quality assurance, it is unbelievable! I called them furious, as I now have to be bothered with the hassle of returning it. They gave me the same line as you Barb - that I would have to send it back before they could issue me a new one. What a joke, every other place I order from will send you a new one immediately, ESPECIALLY when it is their mistake!! I read through these posts and am grateful that I did, because I called them back and demanded to speak to a supervisor. The customer service rep. tells me that the supervisor is busy and will call me back, if I don't get a call back in 1 hour I am calling again! What is going on with these people, it's pathetic!

I am seriously considering not shopping from QVC anymore, I am just so disappointed with the service.
www.tvtalkshows.com/board/showpost.php?p=1494679
-------------------------------------------------------------------------

Good for you Sparkles!!!!! I hope it works out for you. There should be NO reason they cannot send out another KVZ handbag with ALL the stones this time. Please let us know how you make out :)

[darlakay]

-------------------------------------------------------------------------
Jasmine46:
I highly recommend Nordstrom.com, Landsend.com and Sierratradingpost.com for excellent customer service experiences.
I have had terrible experiences with SPAMSPAMSPAMSPAMSPAMSPAMSPAMSPAMSPAM.com, philosophy.com, and more recently, amazon.com. Amazon.com's customer service reps are in India, and are pleasant, but just apologize and make excuses. You have to bitch a lot to finally get to speak to someone in this country who can really help you. I get the feeling that they hope that you will just give up.

I have recently been dealing with moron home reconstruction "experts", and it is enough to make you scream! It's no wonder people have to hire lawyers so often in order to get things resolved.
www.tvtalkshows.com/board/showpost.php?p=1494715
-------------------------------------------------------------------------

After dealing with Dell, I found out that their customer service reps are in India. The one that I dealt with told me that she was told to give the customer an American first name (Tom, Sue, etc) when the customer asks for his/her name. Granted, you can hardly understand the person when he/she is speaking.

[Rowan]

-------------------------------------------------------------------------
darlakay:
-------------------------------------------------------------------------
After dealing with Dell, I found out that their customer service reps are in India. The one that I dealt with told me that she was told to give the customer an American first name (Tom, Sue, etc) when the customer asks for his/her name. Granted, you can hardly understand the person when he/she is speaking.
-------------------------------------------------------------------------

My Mom and I purchased a Dell Notebook near the end of 2001, it was just before they started phasing out the American CS and Tech Support Reps for Home Customers....It happened slowly, depending on how many times you hung up and called back; you used to be able to get an American on the phone....I once called years ago and got someone who said they were at a call center in Idaho!....LOL

Now though only the Small & Medium Business Customers get to talk to Americans, while Dell now relegates Home Customers to the call centers in India, Panama, and the like....

The Dell Notebook we originally purchased was a problem the entire time we had it, that piece of you know what went back and forth to be "repaired" more times than I care to remember....I finally got fed up and called the TX Directory Assistance, and at that time you could get the Corporate Office's Telephone Number and reach people at that actual office. Now when you call and they try to direct that number to India too!!!!!

Dell finally replaced the Notbook much to my surprise, I told them it had been taken apart and put back together again to many times for it to ever work right again...I'm typing on the replacement laptop now, it's still working pretty good and it survived the storm of last year....

It is really sad how bad service has gotten in this day and age, that we feel lucky when we actually get someone nice to deal with... I actually thank CS Reps at various places for being nice when they are, because it's so rare that actually deal with real people who are also nice....

[Novalee]

Rowan said:
"It is really sad how bad service has gotten in this day and age, that we feel lucky when we actually get someone nice to deal with... I actually thank CS Reps at various places for being nice when they are, because it's so rare that actually deal with real people who are also nice...."

~~~~~~~~

So do I, Rowan. And I have also asked for their supervisors to give an accolade to someone I feel has gone above and beyond.

[sparkles52]

Hey eveyone again,

Well, the supervisor did call me back yesterday (shocker!) and was very nice, after I explained the situation to her and how disappointed I was, she said, "Well, we don't usually do this, but I will send you out a replacement bag..." I just don't understand why I had to fight to get this done, the customer service reps are like trained monkeys, reading off some card or something...I got the same exact response from each of them, and not one of them offered to let me speak to a supervisor, even though I was obviously very upset about the situation. This is how companies lose customers, and to tell you the truth, I am not sure that they really care about it.

[pebbles]

Yes, they do have scripts in front of them. That way they stay polite but they also won't do what's necessary to take care of a bad problem.

[Novalee]

-------------------------------------------------------------------------
sparkles52:
Hey eveyone again,

Well, the supervisor did call me back yesterday (shocker!) and was very nice, after I explained the situation to her and how disappointed I was, she said, "Well, we don't usually do this, but I will send you out a replacement bag..." I just don't understand why I had to fight to get this done, the customer service reps are like trained monkeys, reading off some card or something...I got the same exact response from each of them, and not one of them offered to let me speak to a supervisor, even though I was obviously very upset about the situation. This is how companies lose customers, and to tell you the truth, I am not sure that they really care about it.
www.tvtalkshows.com/board/showpost.php?p=1495190
-------------------------------------------------------------------------

Sparkles, I'm glad it's working out for you. All they had to do was to offer to send it UPS and issue a Call-Tag for the other one. Why is it alright for YOU to be out the money for the bag, but not them? I just don't understand it. They must be hard up, and if they are, they should ask themselves why.

[LA-CAgirl3]

-------------------------------------------------------------------------
darlakay:

After dealing with Dell, I found out that their customer service reps are in India. The one that I dealt with told me that she was told to give the customer an American first name (Tom, Sue, etc) when the customer asks for his/her name. Granted, you can hardly understand the person when he/she is speaking.
-------------------------------------------------------------------------

Yep, the Dell guy I got was named "Paul". Rigghht! Heavy Indian accent. And he was supposed to call me at 7 pm Thurs night to assist in installing the new hard-drive and programs. He never called and when I call Dell and the extension he gave me - "disconnected". Aaaarggghhhh! Back to the phone!

[Acura]

I just sent a pair of two year old shoes back to the Q. I ordered a red pair and blue pair of white mountain canvas sandals two years ago. I wear the blue pair all the time and had never taken the red pair out of the box. I tried to put them on about three 3 wks. ago and I couldn't get one of them on. One of the shoes was a size 8 and one was a 9. (I wear a 9) Of course I didn't have the packing slip info. I looked through my order history on their site and found the item/order #. I emailed them and they told me to send them back. I'm sure they came from company like that.

[BarbM]

The latest on my ring saga is this...yesterday I emailed QVC Customer Service spelling out the situation. I figured I'd sound more angry in an email than on the phone...well I got a snippy reply from them today saying that the ring doesn't come in yellow gold...the yellow gold is a different item number and they hoped that 'helped'...
I just called, now really angry figuring in a few days I'd get the SAME ring back for a third time. I asked if they could put a note in the system to replace it with the yellow gold item # ring. I was told 'no, all I can do is refund the money on the white gold one and then place an order for the yellow gold separately'. I told her she must be kidding...no, she said that's the only way to do it...so I said then forget it...keep the damn ring and refund my money, I'll get it eventually for half the price on ebay. I am so pissed.
I'm sure they could care less about losing my $100 ring sale.

[Cat-Lady]

-------------------------------------------------------------------------
pebbles:
Yes, they do have scripts in front of them. That way they stay polite but they also won't do what's necessary to take care of a bad problem.
www.tvtalkshows.com/board/showpost.php?p=1495199
-------------------------------------------------------------------------

Not only do ALL Customer Service reps have scripts, but they are TIMED as well, and are supposed to get rid of you on the phone within something like 90 seconds or 2 minutes and go on to the next person. They are "written up" or what if they take too long with a Customer, regardless of the type of problem. Also, their Manager may or may not be listening in on them, and they cannot tell if the Manager is listening in, and so on any given day, they can get chewed out for not being fast enough. Never mind giving excellent service, it's all about SPEED these days. The reason we lose our loaves of bread and bags of bananas at the supermarket checkout, is that they are supposed to "blip" a certain number if Items Per Minute, and the bar is constantly raised on that number of items. I would rather starve in the gutter than be a Customer Service Phone Rep or a Cashier in a grocery store !! Anything but those jobs.

[sparkles52]

Hey everyone!

Well an update on my saga now..LOL I received the "replacement" KVZ bag and a bunch of the stones on the bag are damaged. I really can't believe it! Doesn't anyone check anything before they send it out there? Well, needless to say, I am returning the bag today for a REFUND and customer service is going to get a piece of my mind... I have never experienced this type of service from HSN, everything always arrives in pristine condition (maybe I have just been lucky), but QVC just lost me as a customer.

[hoosiergirl]

I have pretty well given up trying to deal with QVC's customer service - for all the reasons you have already given. If I have a serious problem - I call the Office of the President: 1-800-296-2931. The corporate address is:
1200 Wilson Drive, West Chester, PA 19380. Try it - it works.

[BarbM]

Oh sparkles that's awful...now you're inconvenienced AGAIN by having to send it back..sure they'll give you the shipping $ back, but its re-packing, filling out the form, going to the post office, gas being used...(they don't re-imburse for that!!) and just your time in general. I totally understand your frustration. I'm sure you'll be able to find a similar bag elsewhere. They really need to re-think their way of doing business.

[Rowan]

-------------------------------------------------------------------------
hoosiergirl:
I have pretty well given up trying to deal with QVC's customer service - for all the reasons you have already given. If I have a serious problem - I call the Office of the President: 1-800-296-2931. The corporate address is:
1200 Wilson Drive, West Chester, PA 19380. Try it - it works.
-------------------------------------------------------------------------

Many years ago when Patricia Bastia was on the Q, my Mom and I called that number for the president in the wee hours of the morning; and left a message describing our thoughts about Ms.Bastia...

It wasn't long after that call that Ms. Bastia disappeared from the Q, never to be seen again; except on the BE Infomercial that ran for awhile....

[BarbM]

This saga continues...a few days ago I told you all about how the Customer Service rep sent me a snippy email...and I sent an email back telling them of my situation...I was very firm, but not nasty, as its not in my personality I guess...I wish it was sometimes..anyway...they sent me another email, telling me if I ordered it again, they would ship it via their fastest method at no cost to me, and they'd also give me a $5.00 merchandise credit (whoppee). They said I would have it by May 11th, in time for Mother's Day.
Well guess what...I entered my 'tracking number' in UPS's system it says that the package was damaged and the merchandise is 'missing'...now I understand that's not QVC's fault...called QVC back just now...and they are sending another one which they claim I should have by May 12...anyone wanna make a bet??? I don't think I'm meant to have this damn ring!!!

[kittyinthecity]

Okay don't get mad at me but, last year I ordered a Marilyn Monroe Tree Rose from Cottage Farms. It was around $50.00. It died. I tried to call Cottage Farms but could never get through to them but I did send them an e-mail, but never heard anything back from them. Finally a few months later a very nice customer service rep. at QVC did refund the money for the tree rose and several other plant collections that had died.

Sooooooo, today, guess what UPS delivers???

Yep, another Marilyn Monroe Tree Rose!

Ha, I'll just put it with my extra mascaras!

[Jasmine46]

Kitty,if you complain some more, maybe they'll send Philip over to help you plant it!

[kittyinthecity]

LOLOLOL! Okay then, I'll try that!!

This came directly from Cottage Farms, no QVC shipping label or anything.

Hmmmm, Phillip, Phillip, are you in there?

[Linda Lou]

Okay kitty, that's it!!! If Philip shows up we ARE splitting him. Guess which half you get? LOLOLOL!!

[kittyinthecity]

It was an awfully BIG box!

Sorry, not sharing Phillip! hee-hee...