Brissles
Registered Shopper
Received this reply from the CEO of QVC U.S. in response to the email I sent yesterday. At least writing to the top works !........
(Pssst he said I'm free to follow up his email - wonder what he looks like (!) :mysmilie_17
Dear Mrs .......,
I am Rob Muller, the CEO of the UK Market, and your email was passed on to me from Mike George.
First, I genuinely want to thank you for the time and business you have given to QVC over the years, and I also want you to know that I take your feedback very seriously.
The issues that you’ve pointed out continue to be top priorities for us, and we have made improvements (though admittedly all have not been dramatic) over the past two to three years. We have improved our delivery times from our Distribution Centre, and even with rising transportation costs, we have found ways to offer more reduced or free P&P to our customers where we see it is feasible (we have increased our reduced/ free P&P offerings quite considerably in recent months).
Relating to our on-air presenters- We aim to strike the right balance of creating a community environment that is genuine and conversational, while putting the greatest emphasis on educating our customer about the product in an entertaining way. We clearly don’t always get this balance right, as you’ve astutely pointed out. I have passed your feedback on to our head of Broadcasting and we will be reviewing the tapes and providing appropriate feedback to our presenters to make sure they aren’t losing sight of the true purpose of their product presentations.
Ms. ......., I want to reiterate how appreciate I am of your long-standing loyalty, and the fact that you cared enough to take the time to provide this feedback. I assure you that QVC is committed to building trust through providing a memorable shopping experiences for our customers. I’m disappointed that we have lost some of your trust, but I assure you that we will use this feedback to win it back.
Feel free to follow-up with me using this email address.
Sincerely,
Rob
(Pssst he said I'm free to follow up his email - wonder what he looks like (!) :mysmilie_17
Dear Mrs .......,
I am Rob Muller, the CEO of the UK Market, and your email was passed on to me from Mike George.
First, I genuinely want to thank you for the time and business you have given to QVC over the years, and I also want you to know that I take your feedback very seriously.
The issues that you’ve pointed out continue to be top priorities for us, and we have made improvements (though admittedly all have not been dramatic) over the past two to three years. We have improved our delivery times from our Distribution Centre, and even with rising transportation costs, we have found ways to offer more reduced or free P&P to our customers where we see it is feasible (we have increased our reduced/ free P&P offerings quite considerably in recent months).
Relating to our on-air presenters- We aim to strike the right balance of creating a community environment that is genuine and conversational, while putting the greatest emphasis on educating our customer about the product in an entertaining way. We clearly don’t always get this balance right, as you’ve astutely pointed out. I have passed your feedback on to our head of Broadcasting and we will be reviewing the tapes and providing appropriate feedback to our presenters to make sure they aren’t losing sight of the true purpose of their product presentations.
Ms. ......., I want to reiterate how appreciate I am of your long-standing loyalty, and the fact that you cared enough to take the time to provide this feedback. I assure you that QVC is committed to building trust through providing a memorable shopping experiences for our customers. I’m disappointed that we have lost some of your trust, but I assure you that we will use this feedback to win it back.
Feel free to follow-up with me using this email address.
Sincerely,
Rob