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QVC – A Lesson in Disappointment

On January 25th, I ordered the Laura Geller Vanilla Nudes 6-piece Baked Collection. I knew that this was a pre-order and that the products wouldn’t be shipped until a later date. This didn’t seem like a big deal to me, as I was under the impression the company would communicate with me when the item would ship.

On Feb. 9, when I logged in to get a status update, it said that the order should be delivered that day! As it was already end of day, I was surprised. I called QVC and they said they’d have to research it and they had no idea why it would say it should be delivered on Feb. 9 when they didn’t think it was ready yet. The lady on the phone was nice and helpful and she assured me I’d receive an email response with an update on this order.

On Feb. 11 I followed up and sent an email. I received a response back later stating:
I am happy to assist you and apologize for any frustration. The order for
the Laura Geller 6-pc Collection has been delayed in being received by our
warehouse. I regret we are awaiting an update from our corporate offices
as to the status. The order will be noted as soon as we receive a
response. Thank you for your patience.

I heard nothing for 8 days.

On Feb. 18 I emailed and asked for an update. On Feb. 19 I receive a response back:

Thank you for emailing QVC.
I apologize for any disappointment. This is still be researched at this
time. I hope you can enjoy the Laura Geller Vanilla Nudes 6-pc Collection
with Brush soon. Have a nice day.
It has been a pleasure assisting you. We look forward to serving you again
in the future!

On Feb. 21st I emailed:

My friend who also ordered the Laura Geller Vanilla Nudes 6-pc Collection set when I ordered mine received her shipping notice today.
However, I have not received a shipping notice or an update as to the status of my order.
Order #
Order Date 1/25/2011
Does this mean that mine is shipping today as well?

Thanks for your assistance,

No response back. I did get an email late on the 21st that stated my order was In Process and then Label Printed.

On Feb. 23 I emailed:
I’m disappointed in the customer service that I’ve received from QVC with
this order. I’ve never received a shipping notification for my order, yet
my friend who ordered the same day as me received her order yesterday. I’ve
contacted customer service a few times asking for updates, because every
time I would log into my account, it would show that the item should have
shipped on Feb. 9, but it never shipped. This was my first time ordering
from QVC, and it will likely be my last due to the lack of communication
from your company. I’ve repeatedly emailed asking for an update and not
received any updates unless I’ve initiated contact. I still don’t know when
I’ll receive my order. This is not good customer service.

My account stayed with ‘Label Printed’ status on the 22nd and 23rd and 24th (Tues, Wed, Thurs), never showing it had shipped. I actually feel that for the order to sit there with label printed for 3 business days was bad.

I received a response back to that one on Feb. 24:
Good morning! Thank you for writing.
I will be happy to assist you today. I’m sorry that your order didn’t
arrive when you expected. Your order #, for item #, the
Laura Geller Vanilla Nudes 6-pc Collection with Brush was shipped via UPS
on 2/23/11. Please allow 13 days for delivery. If you don’t receive your
item within that time frame, please contact us with your name, complete
shipping address, as well as your preference for a replacement (if
available), refund to the original payment method or customer credit. I’m
sorry for any inconvenience this may have caused.
It has been a pleasure assisting you. I hope you have a wonderful day!

Now, to be clear, I didn’t receive a shipping notice until Feb. 24. However, by this time, as my friend has had her order for a few days, and other people have too, it led me to wonder why I didn’t receive my order. I’m left wondering why the customer service people who answer the emails ignored questions I asked, and say things like ‘I’m sorry your order didn’t arrive when expected,’ when it seemed like I couldn’t get a clear answer of when to expect my order and I never received the initial email promised by the woman on the phone.

Overall, I was left with the feeling that the customer service didn’t really answer my questions or care about them, and the website seemed to indicate that my order sat for a long time with the label printed but not shipping. Is it right for an order to sit for 3 business days? Also, if a customer service representative tells me ‘you’ll be contacted by email’ and I’m never contacted, that bothers me.

I don’t really feel like QVC showed me good customer service. As someone who had never ordered from QVC before, I’m not likely to order from there again. I was really disappointed with my experience.

Has anyone else ordered from QVC? What was your experience like? Is this typical or unusual? If they tell you that they’ll email you, do they normally follow through?

  • From our partners
    • http://brightlightsbigcolor.blogspot.com L.

      That is pure BS. I’ve ordered from them before and never had issue except once when we ordered a Keurig and it keep saying it was backordered over and over again so when the dude threatened to cancel it just happened to show up like 2 days later. Im sorry youve had such an issue with them.

      • Phyrra

        It’s ok. It happens. I just didn’t expect to have an issue with a big company like QVC.

    • http://jeweledthumb.blogspot.com Jeweled Thumb

      Weird. I’ll admit I had a few issues with QVC when my credit card got stolen and I had to change around my cards. I was told by at least 5 customer service agents that the new card would default for any previous easy pay orders but each time, it billed to the old card and I kept on getting e-mails and phone calls saying I never paid for the easy pay. It was eventually fixed and I haven’t had a problem since. Still, since they are so big, I think one hand doesn’t always know what the other hand is doing.

      • Phyrra

        That makes sense, but I didn’t see how it could be so hard to look up my order # in their system (when I provided it in my emails) and figure out what was going on with my order.

    • http://trailerhoodchic.blogspot.com/ Harri

      I never had any problems with QVC, but I did have a problem with ELF recently reguarding an item being backordered & their lack of customer service. I’ve quit ordering from them & “if” I happen to get anything else, it’ll be from Target.

      • Phyrra

        Doh! I haven’t had a problem with e.l.f. but I’ve not ordered from them very much.

    • http://ethereal--beauty.blogspot.com Sophie

      Ugh, some of the replies read like a bad cut and paste. Not even answering your questions directly. I don’t understand why they even bothered to reply, tbh. Just as useless as if they had ignored all of your emails. Lol.

      • Phyrra

        Yeah I don’t know why they responded either, since they didn’t acknowledge my questions.

    • http://www.body-soulbeauty.com mary

      Their responses seem almost like auto-responses, don’t they? You’d think a company that size would have better CS. I just placed my first order with them the other day for a Tarte set. I received a shipping notice the next day, so hopefully I’ll see it soon.

      • Phyrra

        Yeah they were auto responses. A good company would use auto responses when necessary but also tailor their responses to each specific situation.

    • http://www.gouldylox.com Kelly

      That is a bummer. I’ve bought quite a bit from them with no issues (more than 15 times, easily within the last 2 years). Once an item was waitlisted incorrectly, which was annoying and I think their shipping is expensive. Otherwise, I haven’t had a bad experience.

      • Phyrra

        That’s good to know. Maybe mine is more of an isolated incident.

    • http://www.glostix.net Bekka

      My boyf’s mumsy likes ordering from QVC and the lot. She went a little crazy one Christmas and sent us four or five packages from QVC alone… one of them being a very, very nice bakeware set with serving baskets and trivets and general awesomeness. All the other packages arrived just fine, at the same time, and were here to open in time for Christmas. The bakeware package? Didn’t show up til February. They sent it to the wrong address first, then sat there with their thumb up their asses for about a month before they sent it out again.
      Yay, incompetence!

      • Phyrra

        That’s pretty awful.

    • http://www.twitter.com/ericaWINS Erica K

      i work at a “fulfillment center” for amazon/endless shoes, and i know that sometimes things do happen. shipments can get missed/lost or delayed so i understand that things like that can happen… my mom has never had issues with qvc’s shipments as far as i know, but they should have kept you more in the loop in my opinion

      • Phyrra

        That’s how I feel about it, too. They promised me on the phone that they’d email me an update and that never happened.

    • http://thestudentsguidetonailpolish.blogspot.com September Lena

      It’s a shame to hear that you’ve had that experience. I’ve never had anything like that, but I’ve been using QVC UK :/ I hate bad customer service…

      • Phyrra

        It could be that I’m too picky but it bothers me when someone tells me on the phone ‘we’ll email you and update you.’ and then it never happens.

    • Apriltini

      It’s not usual for a shipment to be delayed like that, but it does happen. Their CS is utter garbage, most of the time.

      I’ve ordered from them a fair number of times, and never had that kind of problem. A few times there was a delay, where the order would sit in “in process” for a few days, but that’s usually over a weekend.

      I think you just got unlucky your first time out. They should apologize to you, profusely. Idiots.

      • Phyrra

        To me, sitting in process during the business week is just weird.

        • Apriltini

          It is. I don’t know what to tell you, other than that sucks, and sometimes weird shit just happens with QVC. It’s not normal, but it’s also not okay. :(

          • Phyrra

            Thank you. At least I’m not alone in this thought.

    • http://eyelinerandspraypaint.blogspot.com robyn

      Form emails – which these look like – do NOT say good CS to me at all. :(

      • Phyrra

        I don’t mind form emails if I’m asking a typically answered question. I mind it when mine seems like a special case and my issue is ignored.

    • http://thinkbeautifully.wordpress.com Think BEautifully

      Ack! THis is terrible, and terrible customer service. Major fail.

      I have ordered from QVC several times and it’s hit or miss – I ordered something in December that took almost a MONTH, and then something last month that shipped in 4 days. WTF?

      Sorry you got stuck in this delay, hopefully they will wake up and fix the CustServ problems, because they should have certainly communicated with you via email and known what was going on when you called.

      It’s AUTOMATED for chrissakes – how hard can it be to email you when there is a delay?


      • Phyrra

        I really couldn’t figure out why it was so difficult to read my email, research by my order number, and find out what was going on.

    • SheAintGotNoMoney

      I have ordered a lot from QVC and have never had a single issue with delivery. I ordered my Clarisonic, lots of BE, a camera, gold jewelry – you name it.

      I think I would have called into the call center if it were me. Honestly, the emails are probably outsourced and English is likely a second language. You can always tell when they can’t deviate from the script.

      I’m really surprised that it took forever to receive your items.

      I would definitely try them again, if you find something that you really want to order. I have never had an issue returning items either. Seems like it was just a bad situation.

      Sometimes they offer my mascara (BE) so cheaply for two of them, I have to order occasionally :)

      • Phyrra

        I did initially call, and it was the woman on the phone who told me I’d receive an email detailing what was going on, which never happened.

    • Tina

      I have ordered from QVC a couple of times, and I thought the service was really good. I have not had a problem though. First, I ordered a Philosophy gift set during Christmas, and it was delivered earlier than they said it would be delivered. The price was great. Then, for Christmas, I bought the Dooney Bourke grey croco purse. A lot of people complained that the color wasn’t gray. It isn’t — it is an eggplant color. The color on the screen looked purplish and not gray. That is why I ordered it. So, I think their color descriptions can be off sometimes. The products I purchased were great. And, I was signed up for the Philosophy auto ship. I got another shipment, and then I called to cancel. When I call from my cell phone, they know who I am, so that is really nice. I would order from them again — you just have to watch the S&H charges as they can add up/increase the cost of a product. And, read the reviews before you order if you aren’t sure about something. The reviews are pretty honest.

      • Phyrra

        Yeah their s&h seemed high.

    • UneLuneBleue

      Well, I’ve only ordered from them once, about 3 or 4 years ago, and I don’t recall having any problems. However I did want to say that while it may be understandable to have a delay in shipping your order, their canned-response emails are annoying and I also find it unacceptable that they didn’t acknowledge your questions, let alone attempt to answer them! So the delay in processing your order may be ‘one of those things’ that sometimes happens, but the customer service appears to be seriously lacking, with no ‘personal’ customer service to be found. Sorry you had a bad experience, but at least you liked the product when you finally received it, if I recall correctly ;-)

      • Phyrra

        I don’t understand the lack of actually looking into my issue. The form emails which didn’t acknowledge my problem just infuriated me. I don’t know why they bothered to send canned responses.

    • Annette

      I’ve never had a problem with QVC. In fact most of the time when I order from them I get it earlier than what they say they expected delivery date is. My mother in law is QVC fanatic and she has never had any major issues either. One time she recieved a damaged item, but it was replaced right away. So, it was probably just a fluke, but their CS should have actually looked into it and given you a real response. Seriously, how long does it take to research what happened to a shipment? I really hate when customer service representatives send responses like that. It’s so frustrating when they completely ignore the question you asked or only answer part of the question. Especially when then say something like it has been a pleasure to have assisted you or happy to be of assistance at the end of the email. It drives me nuts!

      • Phyrra

        Exactly. Each email I received that didn’t acknowledge my questions and concerns just pissed me off.

    • splattergirl

      I hope you received it and that you liked it after all this hassle!

      • Phyrra

        I did like it, but I will probably not order from QVC again. I hate receiving canned response emails that don’t acknowledge my issue.

    • http://www.hairlosshell.com Jeni

      I ordered some jewelry from QVC and ended up returning it. The return process sucked because I never got a notice that the item had been returned, and I was freaking out cause the thing was expensive! After like 3 weeks it finally showed up as a return in my account. I never received a confirmation email either that it had been returned. In the end everything was fine, but I am now sort of wary of buying stuff from them now.

      • Phyrra

        Ick. Glad things turned out fine for you.

    • Ellie

      I honestly don’t see the issue.

      Companies very rarely ship everything out on the same day, even if it is a preorder.

      As it was preorders, I doubt order date had nothing to do with dispatch date.
      It could very well have been sorted by area or name, etc.
      I’d personally have waited several days before emailing about the shipping notice (in which case, you’d have gotten it).
      I wouldn’t have assumed that everything was getting shipped on the exact same day. They’re a business, which what looks to be a bunch of customers.

      As for them not getting back to you when you heard nothing for 8 days, they said they’d get back to you when they found out what happened with the products.
      When you emailed them again, and got the response, they still hadn’t found out, as they said, and thus had not met the conditions stated in the first one that would result in a follow up email.

      The three days between label printing and actual shipping happens for a lot of busineeses. For lots of carts, once your print the INVOICE, it’ll say the shipping label has been received, or the item has been shipped.
      This is especially common with Indie companies.

      I honestly don’t see the problem.
      To me, it’s more than adequate customer service.
      They said they’d email you when they new more info. During the time they didn’t send you an email, they had no further info.
      I know that places usually ship things out in batches, rather than everyone on the first day. *shrugs*

      • Phyrra

        To me, when I logged into my account and saw ‘estimated delivery date of Feb. 9, 2011′ that meant that my package would most likely arrive that day. Having never ordered from QVC before, I didn’t know what to expect. So I CALLED them on the phone and spoke to a person, who couldn’t tell me why it said that in their system, but said I’d receive a response with an update to the order. My biggest complaint is I never received that email response with the update that I was promised on the phone.

        While that may not seem like a big deal to you, to me, if a customer service person tells me ‘we’ll email you and tell you what’s going on,’ I expect it. If they don’t do that, I think it’s bad customer service. It’s the lack of follow through. The rest of the email responses sucked because they never addressed my specific questions and they were all canned responses.

    • Katie

      I love QVC. I have ordered from them a lot in the past two years or so, and so has my family. We have never had a problem with orders/shipping/etc. One time, when my debit card expired and I got a new one, an old easy pay plan on the old card didn’t go through. Apparently they sent me emails and letters about not getting paid, but I only got one saying they had contacted me over and over with no response. I called customer service, and the CS lady fixed it all up for me. She was really nice. It was not a hassle at all. I have also returned things with no trouble.

      I love QVC, and I definitely think you should give them another shot. I cannot help wondering if it has anything to do with the fact that it was an advance order. Try ordering something that will ship immediately. Mally Beauty’s Evercolor Poreless Face Defender is great, actually.

      • Phyrra

        I’m not sure I want to spend money with them again. I liked what I ordered, but I detest getting canned responses that don’t acknowledge my questions.

    • http://sooslivestoeat.blogspot.com/ Soos

      “if a customer service representative tells me ‘you’ll be contacted by email’ and I’m never contacted, that bothers me.”

      I agree, and I know how you feel because I had 2 recent bad experiences with different suppliers. How totally frustrating when they don’t follow through.

      • Phyrra

        I completely agree with you. I’m sorry you’ve experienced it twice recently!