Hi all,
Let me relate a recent incident with QVC. I (that means mum!) ordered the recent Kim & Co TSV. When the packet arrived, there were two of them in there when I'd only ordered one. Closer inspection revealed that the second item was actually meant to be for another customer. It had her invoice and account details in there as well. I spoke to CS about this and the woman I spoke to kept me on hold while she went to speak to a supervisor. After a couple of minutes, it was decided that the best action to take was that I should forward the item on to the customer directly but without informing the other customer what had happened. In return for the effort and possible cost of postage of this, she promised to add £10 to my account. I thought that this was the logical thing to do and would have done it regardless but they seemed to insist that I take the £10 for my trouble. In fact, I was going to do this without even speaking to CS but thought it was best in case they had some special procedure for when something like this occurs.
I had assumed at the time that this meant credit on my account that I could offset against my next order. When it came to making that next order, I spoke to CS, explained what had happened so I could claim the credit and was told that, in fact, the £10 would have been refunded directly to my debit card. This surprised me at the time, but I thought nothing of it and was happy that they'd been so helpful with all this. I even made that entry on the "One good thing...." thread about it.
Several days later, the refund still hasn't appeared, so, out of curiosity, I telephoned CS again to check. I have now been told that this idea of me forwarding packets on and being refunded for my effort is not something that they would do. They apparently have no policy or procedure in place that would allow for this to be done. The chap I spoke to today seemed thoroughly confused and couldn't exactly understand what had happened. There have been no notes put on either my account of the other customer's to show what has happened. I kept a note of the other order details and asked for the customer to email me (even though I was told not to by CS as they would deal with it) when the parcel had been received, so that's my proof that this actually happened!
I have no issue with forwarding the parcel on. I am happy to know that the other customer has now received her item and is happy with that. However, I do have issues with being told something by QVC that, it would appear to me, is a complete lie! I rather get the impression that I was told this on the phone just because whoever I was speaking to couldn't be bothered to sort it out properly.
Has anyone here ever had a similar thing happen or heard of it? I really would rather like to take this a little further with QVC but I'm not sure how to proceed. I'm not worried about £10 but it's the feeling of being duped somehow. Is there anyone I can write to at QVC, above the CS level, to investigate this?
Let me relate a recent incident with QVC. I (that means mum!) ordered the recent Kim & Co TSV. When the packet arrived, there were two of them in there when I'd only ordered one. Closer inspection revealed that the second item was actually meant to be for another customer. It had her invoice and account details in there as well. I spoke to CS about this and the woman I spoke to kept me on hold while she went to speak to a supervisor. After a couple of minutes, it was decided that the best action to take was that I should forward the item on to the customer directly but without informing the other customer what had happened. In return for the effort and possible cost of postage of this, she promised to add £10 to my account. I thought that this was the logical thing to do and would have done it regardless but they seemed to insist that I take the £10 for my trouble. In fact, I was going to do this without even speaking to CS but thought it was best in case they had some special procedure for when something like this occurs.
I had assumed at the time that this meant credit on my account that I could offset against my next order. When it came to making that next order, I spoke to CS, explained what had happened so I could claim the credit and was told that, in fact, the £10 would have been refunded directly to my debit card. This surprised me at the time, but I thought nothing of it and was happy that they'd been so helpful with all this. I even made that entry on the "One good thing...." thread about it.
Several days later, the refund still hasn't appeared, so, out of curiosity, I telephoned CS again to check. I have now been told that this idea of me forwarding packets on and being refunded for my effort is not something that they would do. They apparently have no policy or procedure in place that would allow for this to be done. The chap I spoke to today seemed thoroughly confused and couldn't exactly understand what had happened. There have been no notes put on either my account of the other customer's to show what has happened. I kept a note of the other order details and asked for the customer to email me (even though I was told not to by CS as they would deal with it) when the parcel had been received, so that's my proof that this actually happened!
I have no issue with forwarding the parcel on. I am happy to know that the other customer has now received her item and is happy with that. However, I do have issues with being told something by QVC that, it would appear to me, is a complete lie! I rather get the impression that I was told this on the phone just because whoever I was speaking to couldn't be bothered to sort it out properly.
Has anyone here ever had a similar thing happen or heard of it? I really would rather like to take this a little further with QVC but I'm not sure how to proceed. I'm not worried about £10 but it's the feeling of being duped somehow. Is there anyone I can write to at QVC, above the CS level, to investigate this?
