Brilliant Customer Service...Yet Again!

[Whatsgoinon?]

OH took advantage of the 4 x EP's and late Friday night and ordered a Tablet and no it wasn't 'Viagra!' :mysmilie_17:

Yesterday, he noticed it had been reduced and obviously, not being a happy bunny, he phoned customer service and asked why he should pay the full price now they had reduced it. Now, he wasn't 'nowty', just asked the question normally and without hesitation they agreed the reduced price!

Well done CS:clapping:

 

[louise66]

I have to concur 100%. I have never found the Q to be anything other than extremely fair and helpful, going beyond what they needed to do, in sorting out any issues I have had. It is the excellent customer service, and the mbg, I find most pleasing about shopping with QVC. I can shop, secure in the knowledge that, should I have a problem the Q will find a solution to it.

 

[loveallthingsitalian]

Just a pity that an item (approx £200) went faulty 3 weeks after purchase still hasnt been replaced and took some time to get a refund.

 

[alter ego]

They've refunded the difference on a few items for me, too.

I'm having a bit of a kerfuffle with the ABC TSV that arrived having leaked everywhere. A very long story, but the last CS person I spoke to refunded my postage for the problems I've been having and has sent another out without waiting for the second replacement (not only leaked, but a huge hole in box and, very oddly, the balm missing, yet the lid still in there. The original arrived with the lid off, though, so maybe all the stock went out with leaking bodywash bottles and lids off the balm. I did read a review where someone else had a similar leaking problem).

CS have always been great with me so I tend to have a lot more patience when things go wrong - it's the companies with a shitty attitude to a genuine complaint I have no time for.

 

[srhgts]

I wonder if this mysterious amazing customer service is some kind of postcode lottery or something? I've never had anything but dismal treatment whenever I've had any problem requiring customer service's intervention, absolutely dismal. The main reason I'm shopping less and less with them, not worth the stress.

 

[Mazza]

I think it is just pot luck who picks up the phone.

 

[yesilkedi]

I think it is just pot luck who picks up the phone.

On the whole I've had good CS from QVC, apart from one agent who tried to make out I was not telling the truth about an issue, until I read out a letter I had received from QVC. I'm afraid that confrontation did colour my view of QVC and I went for some time without ordering anything from them.

 

[Whatsgoinon?]

Must say I've had more good CS, than bad. I think only two occasions, once told I couldn't cancel an order within minutes of placing it online, because it had already been processed and the other very much like yesilkedi, ordered a beauty product, didn't arrive, checked account and it said it had been returned, so I rang and said how can I return something that I've never had and was told that the delivery note envelope had been returned, minus the item...the implication was in her voice...she said I could have a waitlist order and I declined and said that maybe they shouldn't have the item number on the box, because people can put that in the website to see what it is.

All in all, they are very good, but I do agree that it maybe depends on who answers the call.

 

[Mazza]

I have had to call them a few times today and they were all extremely pleasant. I do get fed up with the insistence of sending the letter and having to return it before getting your replacement processed but that is Q management policy and not their fault. Today my YC candles were shown as signed for by a neighbour but nobody near me had done so and the flat the CS quoted to me is in a different section of our development altogether. As it was a nice day I decided to trek round to two unrelated blocks of similar names which can confuse some posties (despite being round the corner with a different street name and postcode.....) where I did find the chap in question who gave me my parcel. When I saw it I knew immediately that it was not big enough to contain three candles!!!! I now have a NN duvet set in my hall awaiting collection but at least when I rang back with the results of my Miss Marple exercise I was told no letter was needed as it is a wrong item and not a non-receipt which means they have processed the replacement today.

 

[Akimbo]

I had someone else's item delivered about a month ago; my sticker on the box but the invoice and item were someone else's. They resent the item without having to sign and letter and said they'd also send a label for the erroneous item and that someone would call me from CS to discuss my concern that my name and address details had been sent to someone else just as I'd received theirs. The phone call and the label never materialised so I have a QVC garment in too big a size....how long should I wait before I list it on ebay?

The problem with all CS is their cock-ups tend to be remembered and recounted to others long after their good service has been forgotten. I don't feel disposed to return the garment at my expense. I suspect if it had been a £2000 piece of jewellery they'd have remembered to send a label!

 

[loveallthingsitalian]

Akimbo as far as I am aware there are no rules regarding length of time for unsolicited goods. It used to be 6 months but it appears if unsolicited it's yours since changes around 2000. But might be as well to check out before it goes on the bay.

 

[Whatsgoinon?]

All the parcels we have received this week are wrong, 2 from Q and dare I say a replacement, replacement from IW.

OH's Tablet arrived this morning, the box was mighty heavy and when he opened it this afternoon, it had turned into an X-BOX, totally different item number, being collected and replaced.

A top I had ordered in Orange/Navy arrived in Cream/Navy, I checked my online order before delivery after reading a review that the colour buttons were wrong on the website, phew! it was Orange/Navy I had ordered...checked again after delivery today and the picture on the order number is Cream/Navy, somebody has changed it!! Haven't decided yet because the colours are quite nice, but they should have said on air there was an online issue with the colour choice buttons!

IW sent King size Duvet instead of Super King in February and replaced it, that then developed a fault at beginning of June, had to send back, they agreed it was faulty and sent a replacement which arrived yesterday, another King size!!! Paperwork is right, so pickers obviously got it wrong. So fed up phoned and explained that I have the right to refuse the replacement, replacement and would like a refund they are collecting that on Thursday...now then getting the money back...we'll see!

 

[Akimbo]

If you decide not to keep the top quote the website error, ask for a label and your postage back. More phone calls! I seem to have a run of bad luck like this, where 2 or 3 things are completely wide of the mark, then it all goes quiet for a while with everything running fairly smoothly before the next silly season kicks in.

 

[yesilkedi]

I ordered the Skechers TSV and received a pair of Birkenstocks, right name and address on the outside, invoice addressed to someone else. I received a prepaid label fairly quickly but when I went to the PO, the queue was out the door. I was not prepared to waste my time on a QVC mistake so phoned then up and told them to arrange a courier delivery, they agreed straight away. Why should customers have to put themselves to some inconvenience for a company's mistake?

 

[loveallthingsitalian]

Is the warehouse not award winning as well? Perhaps not quite 2nd yet!

 

[boffy]

Is the warehouse not award winning as well? Perhaps not quite 2nd yet!

thats the call centre and it depends and whp picks up the phone

 

[loveallthingsitalian]

Yes but surely goods in wrong packages is a warehouse problem - CS just pick up the pieces.

 

[boffy]

some call centre staff are better than others depends on who answers the phone

 

[Moth]

I suspect the call centre staff are close to minimum wage and couldn't care less in many cases. I've also received another customer's goods, which were inside a parcel which also contained the order I had placed. I called CS and they agreed to credit my account with £10 for the inconvenience, as I offered pass the item on to the customer myself, which I did right away. However, when it came to claiming the credit on my next order, surprise surprise, no one had a clue. There was no record of my call at all, let alone what had been agreed. In the end they offered £5 credit for the cost of postage, but I wasn't happy that the person on the phone had essentially lied to me just to get the call closed quickly. I find the staff on the phones are always polite and friendly but they have little power to actually do anything when it's needed.

IW are terrible. When I placed an order for their so-called fashion, what I received was not what I ordered. When I asked for it to be returned they tried to claim I'd been sent this as a replacement as the top I had wanted was out of stock, which was rubbish! I don't know why they couldn't just apologise and sort it. Mistakes happen sometimes.

All this is why I love Amazon though. An item ordered yesterday afternoon arrived this morning, free P&P! And last year I purchased a combi-oven. The one that arrived was faulty, CS were brilliant and had a replacement on my doorstep the next morning. The faulty unit was collected the day after that and, again, all free P&P! Service as it should be.

 

[srhgts]

For christ's sake, I am done with this sodding company. I ordered one of those luminara flameless candles a couple of months ago, with 3-5 days stated as the delivery time. It took 2 weeks. I called to complain and ask for a postage refund. After a load of flannel they conceded I was entitled to one and promised to action it. About a month later, nothing. I called them back today and they said oh no actually that was rubbish, I should never have told I was entitled to a refund and won't be getting it. Despite the fact that previous FREQUENT times they've screwed up with postage/delivery they've claimed that if it's over 10 days they'll give a postage refund. I give up.