I've recently had a major issue with QVC and their customer services...
An item I'd ordered arrived and it was not as it was described, so I contacted QVC customer services and was told to just return it for a refund, the item was electronically, so royal mail weren't willing to accept it, and there isn't a local HERMES drop off location around with me, so i called them to ask what my best option was as I work and cannot make arrangements for it to be picked up from house.
Spoke to the rudest customer service agent I've ever experienced, EVER! who lied through her teeth to me (giving me false information) and arguing with me that its all my fault that it needs to be returned... even though it was their fault...
Angry and sad with them, i was preparing to never shop with them again, I phoned them again last night, and spoke to someone lovely, who sent me a prepaid special returns label for royal mail, which they cannot turn away apparently...
still unhappy with the previous agent I wrote an email to them using their online email service.
Within 2 hours I've received a reply from Q stating that they've listened to the call of the agent and she will be dealt with accordingly (this wasn't the first complaint they had received about her) and gave me a very generous credit to my account as an apology.
I love Q and have spent goodness knows how many thousand with them over the years, and their resolution of this matter shows (at least to me) that they really can be a good company to shop with, they didn't need to offer me the credit did they, just knowing that horrid woman i spoke with will not be allowed to talk to someone else like that would have been good enough.
An item I'd ordered arrived and it was not as it was described, so I contacted QVC customer services and was told to just return it for a refund, the item was electronically, so royal mail weren't willing to accept it, and there isn't a local HERMES drop off location around with me, so i called them to ask what my best option was as I work and cannot make arrangements for it to be picked up from house.
Spoke to the rudest customer service agent I've ever experienced, EVER! who lied through her teeth to me (giving me false information) and arguing with me that its all my fault that it needs to be returned... even though it was their fault...
Angry and sad with them, i was preparing to never shop with them again, I phoned them again last night, and spoke to someone lovely, who sent me a prepaid special returns label for royal mail, which they cannot turn away apparently...
still unhappy with the previous agent I wrote an email to them using their online email service.
Within 2 hours I've received a reply from Q stating that they've listened to the call of the agent and she will be dealt with accordingly (this wasn't the first complaint they had received about her) and gave me a very generous credit to my account as an apology.
I love Q and have spent goodness knows how many thousand with them over the years, and their resolution of this matter shows (at least to me) that they really can be a good company to shop with, they didn't need to offer me the credit did they, just knowing that horrid woman i spoke with will not be allowed to talk to someone else like that would have been good enough.