Below is my conversation that I had with a QVC rep regarding an order that I placed on 12/12/04. I was advised that I would have my order delivered by 12/20 and I have yet to receive it.
Susan: Hi. I placed an order on 12/12/04 and was advised that my order would be delivered by today the 20th. I have yet to receive my order and now see that online it states it is only an estimated delivery date. When I placed my order over the phone, no one told me it was JUST estimated. Does that mean that it was not guaranteed to be here BY the 20th?
Kim B: I'm sorry, we only have estimated delivery dates. It would not be guaranteed.
Susan: Oh, okay I was not sure. I was just expecting it today and hadn't seen the UPS truck come by or a note on my door, so I wanted to make sure that I hadn't missed it. However, it is guaranteed to be here before Christmas-is that correct?
Kim B: It should be, but again, we are only given estimates, and we have no way to know what will happen with the shippers and their schedules.
Susan: But QVC is stating that if you pay with a credit card, it will arrive by Christmas - if that is not the case, why does your company state this on the air?
Susan: I'm just trying to get clarification-not trying to create problems.
Kim B: It also has a graphic on air that "additional charges may apply" because only the items shown on the program have that added upgraded shipping. Otherwise, you would have to upgrade with air shipping.
Kim B: You still have a good chance of receiving the item before the holiday, if the estimated date is the 20th. It will most likely arrive within the next day or two.
Susan: Well, I appreciate your assistance with my questions. I do hope that I receive this item before the holiday, especially since it was ordered on the 12th of December. I am watching your show right now and she said receive before 12/25 at no extra charge credit card orders only
Usan: what you are saying doesnt match what she is saying
Kim B: Right, that is for items they are showing right now.
Kim B: I'm sorry if they are not explaining this but it is only the items in the show, and again, we can never give the exact date that the item will arrive.
Kim B: It would still be an estimate.
Susan: But, you cant guarantee it because as you stated earlier, you don't know the shippers scheduel
Susan: There is no sense in arguing - I didnt mean to do that
Kim B: I understand that. We guarantee that if you order with a credit card, the items that are shown, that you will receive an estimated delivery before Christmas. I wish they would not say it that way, but they do, I apologize.
Susan: Just if it isnt guaranteed and you don't know the shipper's schedule, maybe you should put a side note on that
Kim B: We can never guarantee the shippers and what they will do.
Susan: Your show should say that you will receive an estimated delivery-not a guaranteed delivery
Susan: exactly what you told me is what your hosts should be telling the viewers
Susan: Don't you think that is a little misleading?
Kim B: I understand. We have indicated this to our management. They are trying to encourage people to order, because the shippers are giving us estimates that will be before the holidays. We are not trying to mislead, or to misinform. Any date will still be estimated, because we can never guarantee exactly what will happen when the shipper takes the item. That is basically understood. They are guaranteeing that we will expedite with the shippers, and that the shippers are giving us their best estimate for the holiday delivery. Noone can really guarantee, like with delays in traffic, or due to weather. We really are not trying to mislead anyone.
Susan: Ok-thank you very much for your time. I appreciate you explaining that to me-unfortunately due to that, I will not be placing any orders trying to do last minute shopping because I may not get my presents by Christmas in order to give. Thank you though.
QVC is misleading the public - trying to increase sales but misleading consumers guaranteeing you will receive your order before Christmas - as stated above by one of their reps, they can only give you an estimated delivery date - they should be telling consumers this - NOT MISLEADING THEM!
Susan
Lancaster, Ohio
U.S.A.
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