Doubt the CEO will even see the email, he probably has another email address and this published one actually goes to an admin person.
A little dismissive, Spartacus?
I have no idea whether Dermot Boyd (DB) has more than one email address; the published email address is not only for disgruntled customers.
Whether he delegates emails is, to my mind, immaterial: the objective is that any issue – the subject of the email - be resolved. In this case, the objective is that SuziQ receives her money without having to go through unnecessary hoops.
On several occasions I have had need to contact DB because of QVC’s persistent failure to credit p&p when items were returned under DSRs, or because products were sold after sell-by dates. Each time my complaint has been handled efficiently - and to my satisfaction - by staff within the CEO’s office.
If I raise a query with QVC’s call centre operators and do not receive the service which I expect, I am not willing to bash my head against a brick wall: I ask to be put through to a team leader/ manager. If I still receive no joy, then I take it further - a missive to DB.
In short, I am not willing to waste my time trying to resolve issues not of my making with call centre staff who appear unwilling or unable to help.
If I have returned items via Special Delivery (SD), I expect to receive a refund within eight to ten days after receipt at QVC. Should there be no refund, I contact QVC via email and provide the relevant SD reference number and the name of the recipient (Royal Mail provide a copy of the signature on its website), and leave QVC staff to do the rest. An email informing me of my refund usually follows within a day or so.
SuziQ reports problems with other QVC purchases, not least the JK watch. Were I she, I should bring them to the attention of the person paid to ensure that customers remain satisfied. That person is the CEO, who is best placed to pass on a particular complaint to the relevant head of department.
