QVC, Inc.

Review: Promised to deliver a purchased item by Christmas, failed to honor contract

On 12/18/2014 approximately 11:00pm. I placed order number 4277961673 for a Wii U and a 7 inch tablet. I paid for this order using a Pre-paid debit card (as I do for all of my online purchases). The order went through, and there was no indication of additional information or research being required. The indication was the transaction was successful I would expect to receive my order in time for Christmas. On 12/21/2013 I received an email explaining that order may be delayed. I called QVC and spoke with a representative who revealed to me a previously unannounced corporate policy regarding new members and pre-paid cards. This was the first time I have heard anything regard said policy, as there was nothing at the time of order to indicate the possibility of something such as this occurring. I asked QVC about cancelling the order and reversing the funds since the order was for Christmas gifts for my children. QVC advised me that it will take 3-5 days to reverse the funds, and that "It is what it is".

On 12/24/2013, I asked my father to call QVC in the hopes that he would be able to negotiate a more preferred settlement. He spoke with a lady named Linda who told him that because I used a pre=paid card that it could take longer than 5 business days to reverse the funds. My father asked to speak with a supervisor. He was placed on hold, and when Linda returned, my father was told that a supervisor would call him back within 60 minutes of the phone call. The supervisor call back never occurred. My father called back and spoke with a Kathy. My father asked Kathy to get a supervisor. Kathy placed my father on hold 3 times, each time returning to the phone stating that there was no supervisor available.

This experience is very traumatic for me because I , in good faith, made a purchase and subsequent payment for an order. The payment for this order was taken immediately, thus locking any access to funds to provide alternate gifts for my children. As a result, my children will not have gifts to open on Christmas day. Because of this and the attitude experienced from the representatives of QVC, I feel that I am the victim of Gross Customer Abuse.Desired Settlement: I am requesting a Full and Immediate refund of all moneys paid for order number 4277961673, and I am expecting the moneys to be immediately reversed to my credit card.

I am requesting a telephone call from the QVC executive offices explaining policy regarding new customers, and why it was not visible to me at the time I placed the order.

I am requesting, no, insisting upon a formal letter of apology for the experience.

Business

Response:

January 2, 2014

Dear **. [redacted]:

Thank you for your recent inquiry to QVC concerning our customer, I will be happy to respond.

First, I would like to extend an apology for any inconvenience our customer has experience in regards with placing an order for the holiday. On our website (QVC.com) under "General Terms and Condition” section 6 will explain our order verification process,

Our records indicate that our finance department has requested for the funds to be returned back to our customers account. If our customer has additional concerns regarding this order please feel free to contact me directly for additional assistance. I have also left a message for our customer today (1/2/14) and personally apologized and provided a direct number to contact me.

Again we apologize for any inconvenience our customer may have experienced. If additional assistance is needed regarding this matter, I can be reached at ###-###-####, Monday - Friday 9am — 3 ;3 0pm EST.

Thank you for allowing QVC the opportunity to respond to our customer’s complaint.

Review: I have ordered a [redacted] that they have failed to deliver and now they are claiming it is unavailable..this is the 2nd time it has happened

I have ordered a [redacted] that they have failed to deliver and now they are claiming it is unavailable..this is the 2nd time it has happened. The first order I placed was for a [redacted] laptop that they made me wait 3 weeks for before telling me it was sold out. Then I purchased a [redacted] that was supposed to be brand new and when I started having crashing issues immediately after receiving it I took it to a computer professional who advised 2 screws were missing from the back and the memory had been tampered with. He also advised that this was not a new computer but possibly refurbished but at minimum it had been tampered with. Now I have ordered a [redacted] that should have been received today. I started calling on 2/24 because online it said to contact customer service and yet when I would call I was told repeatedly but lacking customer service that they don't know what is going on and it must be a mistake. They made no effort to assist and I just had to keep calling. I finally found a helpful individual by the name of [redacted] who helped via online chat who said the product is no longer available for the price I purchased it at(it is available under a new item number for a higher price which is the same thing they did with the [redacted] order) but he is trying to push it through. He still doesn't know if this will actually make the shipment arrive to me but all the while I have paid 288 dollars for nothing while they have failed to deliver my item.Desired Settlement: I want the laptop...they have them under a new item number and I don't care if they have to reissue the order..they have the item available and I ordered it under the lower rate so they should be made to honor it because they are the one's that sold the item. I shouldn't have to cancel my order and pay more just because they are trying to get more money for it.

Business

Response:

March 7, 2014

Dear **. [redacted]:

This letter is the response from QVC, Inc to the complaint filed in your office by our customer.

Our customer is upset her order placed for an [redacted] was not shipped to her. The order was canceled by QVC and she was unable to receive any explanation as to why the order was canceled.

QVC researched our customer’s order and confirmed Order [redacted] for Item [redacted]was cancelled by QVC. I have researched this with our Customer Finance department and confirmed this was an error. We contacted our customer to confirm she is still interested in the shipment and have re- instated her order honoring all previous pricing and credit terms. Our customer appreciated the call and resolution.

QVC appreciates the opportunity to resolve this issue and provide 100% customer satisfaction for our customer.

Sincerely

Review: I purchased [redacted] Beauty Age-Defying Laser with Skincare item #[redacted] on 3/29/14 for $466 from QVC. The item arrived defective. I send three emails and one phone calls asking for an exchange for a defective item. They told me I should call [redacted] directly as they are sold out and cant exchange it. This was a lie. Not only they are still selling the item but also the review shows they have done and exchange for many other customers. I called [redacted] directly to solve the problem. [redacted] customer service told me the problem is on the charger and they will send me a new charger. A week passed by and no charger was received. I called [redacted] again. Still no new charger. 10 days has passed by since I have made the order and QVC still selling this item. They discriminate and exchange the item for some customers but not for me. I want also to have the item that is a working and functional one. I paid $466 for it. I don't want just return it I want an exchange for it since they still have the item. Neither QVC or [redacted] has even posted my reviews complaining about the defective item. This is very unethical and illegal to knowing sell a defective item and not replaying it with anew one.Desired Settlement: I need a replacement that works.I also want QVC to take a look of why and how they knowing sold a defective item and ignored my there requests to replace it.

Business

Response:

April 17, 2014 Dear **. [redacted],This is the response of QVC, Inc. to your letter concerning the complaint filed with your office by our customer,QVC regrets the concerns that our customer has regarding the [redacted] that she purchased at QVC. Currently our buyer is working with the vendor to resolve the issue. Please have her call me at ###-###-####, I work Monday through Friday from 9AM until 5PM Eastern Time.Thank you for the opportunity to respond to this inquiry.Sincerely.

Review: QVC has not corrected credit card authorization issues within a timely manner. I have spoken verbally with direct customer service as well as corporate customer service representative and managers who assured me that the new credit card information as well any charges due would be processed and the account returned to its previous status without delay. They further apologized that this was not handled correctly over the past 4 months but have not fixed the problem nor do they return my phone calls within a timely manner. I have requested upper level management assistance but have not been provided with the phone number, email or contact information.Desired Settlement: I would like the credit card information updated on all applicable orders as I did previously and as I requested they redo if necessary. This has been guaranteed several times without being done. I would then like the account returned to its prior status without fail. I would further like an apology from the appropriate personnel for the amount of time and stress which I have been placed under due to the lack of cooperation and assistance on the part of the customer service representatives and management.

Business

Response:

May 9, 2014Dear [redacted],This is the response of , Inc. to your letter concerning the complaint with your office by our customer.QVC regrets the concerns that our customer has regarding the amount of time it took to resolve the credit card authorizations for the items placed on our easy pay plan. Our records indicate that she spoke to someone in our Office of the President department on May , 2014. The representative took care of the issue and our customers account was reopened. Please have our customer call me at ###-###-####, if she has further concerns.Thank you the opportunity to respond to this inquiry.Sincerely

Review: When I made my payment to qvc on may 3 for my May payment, then again I made a payment on May 26 for my june payment, I have always made my payments early, HAVE NEVER MISSED A PAYMENT, NEVER BEEN LATE, ALWAYS MADE MORE THAN MINIMUM REQUIRED!!! I called qvc immediately and explained I hade made my June payment early as always!! so that they would know and not charge me late payments for june being that I have already made my payment for June!! on May 26. They would investigate and see what they could do. They sent me a bill showing late charges, also required that I make a payment of $63 of which my minimum payments have always been $25 of which I always paid $30. I contacted them approximately 7 times, of which they said we would take care of it, THEY DID NOT!!! ALL I GOT WAS I SHOULD READ MY STATEMENT EXPLAING WHAT TO DO!!!??? THEY REMOVED MY SUPOSED LATE PAYMENT, BUT REQUIRED ME TO MAKE A $63 MINUMUM PAYMENT OF WHICH I SAID I CANNOT MAKE SUCH, BEING I AM ON SOCIAL SECURITY!!! THEY DIDN'T CARE ABOUT THAT BUT TO MAKE THE $63 PAYMENT.

THEY CAN CHARGE 27%, TAKE MY PAYMENTS AND REFUSE TO ADJUST!!! WHY,WHY. I DID NOT ASK TO WAIVE ANY PAYMENT BUT MERELY ADJUST WHAT I HAD ALREADY SENT IN!!!! THEY WERE RUDE, AND NOT CONCERNED ABOUT MY PROBLEMS BEING ON SS!! I THEN TOLD THEM ALL PAYMENTS WOULD BE SUSPENDED, AND THAT WOULD FILE WITHE Revdex.com, AND ALSO THE FTC!!Desired Settlement: I BELIEVE THEY SHOULD ADJUST THE PAYMENT I MADE ON MAY 26, FOR MY JUNE PAYMENT AND PAYMENTS SHOULD RESUME AS $25 MINIMUM AS THEY HAVE BEEN, BUT I HAVE ALWAYS MADE $30 PAYMENTS!!

I WILL NOT MAKE UP THESE OUTRAGIOUS PAYMENTS THEY WANT ME TO MAKE, BUT WILL MAKE UP MY 2 PAYMENTS OF $30 EACH FOR JULY & AUG!!!!!

Business

Response:

July 31, 2014Dear [redacted]:This letter is she response from QVC, Inc to the complaint filed in your office by out customer.Our customer is upset with manner in which Q Credit Card is billing on the June and July statements. Customer is being charged for late charges and he is stating he paid on time and in some cases over paid the minimum payment required.The Q Crcdit Card is a revolving charge card issued and managed by [redacted] Bank (previously [redacted] Bank). The bank controls the rules for payment on this card. We have researched this account and confirm payments are being received but Some of the payments were received before they were due, posting to the previous month’s statement and next month’s statement does not reslect any payment received. This results in our customer being charged late sees. A recent example is the May statement posted two payments resulting in the June statement not reflecting any payment. This has occurred a couple of times in the last few months and as courtesy our customer was resunded the late charge of $25.00 billed in February on his March statement, $25.00 billed on his June statement and the adjustment posted on the July statement. The most recent late charge in the amount of $35.00 on the July statement was adjusted July 31 and will post to the August statement. A pay history adjustment was also made due to our customer’s payment was received 1 day prior to the new bill printing. QVC's Customer Care department attempted to explain to our customer, paying in advance on a revolving charge card will not reflect monthly payments and late charges will be incurred. We are sorry the bank’s system is not meeting our customer's expectations and the bank will not be changing their posting practices.QVC hope this information is helpful and our customer understands why he is experiencing difficulties with payment posting issues,QVC appreciates the opportunity to respond to this complaint.Sincerely,Dolores DOffice of thc President QVC, Inc

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because :The company does not respond to my inquiry that I responded immediately after my second payment on may 26 WHICH WAS FOR JUNE!!! I HAD MADE AS MANY AS 6 PHONE CALLS RELATED TO THIS SITUATION, AND THEY SAID THEY WOULD TAKE CARE OF IT!!! THEY DID NOT TELL YOU THAT EVEN THOUGH THEY TOOK OF THE LATE CHARGE/ INSTEAD OF MY REGULAR PAYMENT THEY NOW INSISTED THAT I PAY $63 INSTEAD OF MY MONTHLY PAYMENT OF $25 of which I always pay $30!!! the only thing they kept telling me i'm sorry but we cannot adjust your payments???? WHY THEY DON'T MIND CHARGING ABSORBANT INTEREST OF 24-27% INTEREST AND WERE NOTIFIED IMEDIATELY OF THE PAYMENT FOR JUNE!!! AS I SAID BEFORE I HAVE NEVER BEEN LATE/MISSED A PAYMENT AND ALWAYS PAID MORE THAN THE MIN PAYMENT!!!!! NOW WITH THERE NEW STATEMENT NOW THEY WANT OVER A $100 MINIMUM PAYMENT. THE COMPANY SEEMS TO ACCEPT EXTRA PAYMENTS WITHOUT QUESTIONING WHY!!!!???? DO THEY NEED MONEY THAT BAD!!!!????I WILL NOT ACCEPT THEIR FALSE ANSWER, WHY SHOULD I EXPECT NOTHING LESS FROM THIS COMPANY!!!!!! AS I SAID ALL PAYMENTS WILL BE SUSPENDED UNTIL THEY RESPOND RESPONSIBLY TO THE PROBLEM!!!!I WILL NOW FILE CHARGES WITH FTC!!!!!

Regards,

Business

Response:

August 5, 2014Dear [redacted];The following letter is the response from QVC, Inc to our customer’s rebuttal of my response dated July 31, 2014.QVC is sorry to learn our customer is not accepting our explanation of the payment requirements for the Q Credit Card. This is an agrecment our customer made with the issuer of the Q Credit Card, [redacted] Bank when he accepted the credit card.The agreement states” You must pay at least the total minimum payment due on your account by 5pm (ET) on the due date of each billing cycle. Payments received after 5pm (ET) will be credited as of the next day”. This minimum payment can changedepending on the balance being carried over. This card requires monthly payments posting on each bill, payments posting earlicrwill not be considered payment for the next month and is no payment is received during that month a late charge will be issued by the bank,Again, we are sorry our customer is not satisfied with terms and agreement he accepted upon accepting this charge card.QVC appreciates the opportunity to respond to this complaint and considers this matter closed.Sincerely,Dolores DOffice of the President QVC, Inc

Review: I made an on-line purchase on 12/02/13 at the QVC website and signed up for auto-pay for 5 installments. I thought everything was fine until I logged onto my QVC account on 08/17/14 to make a purchase and I was locked out. I didn't understand this since I just made a recent purchase on 06/23/14. I contacted QVC and they said it was due to the fact they were unable to obtain the payment for the 5th installment. I asked why they didn't contact me and they said they made a phone call and sent an e-mail however they never sent me a notice in writing. I never received a message on my phone from anybody identifying themselves from QVC or I would have responded immediately and I never open e-mails from a company that may be a solicitation or an advertisement. Well, I was assured from the customer service representative Nicolette on 08/18/14 she would send the payment to corporate and within 72 hours it would be processed. I called QVC tonight and the representative told me corporate has not yet processed my payment and she does not know why or when the payment will go through - just kept saying don't worry - no explanation or even an attempt. All this because my bank card issued me a new card in January due to the Target Breach. I still don't understand how QVC ws able to extract the payment in February and March and not April? Well, my main complaint is why I was never notified in writing so I could contact QVC with the new card information and why am I getting such poor service. All this for $54.00. I am so upset and did not deserve this treatment after many years as being a loyal customer.

Thank you very much.Desired Settlement: Procee my payment and do not send my account to a collection agency for $54.00.

Business

Response:

August 22, 2014Dear Allison,This letter is the response from QVC, Inc to the complaint filed in your office by our customer.Our customer advised she was unaware of an outstanding debt owed QVC until she attempted to place a recent order and discovered she was unable to access her account. Our customer contacted QVC’s Customer Care department on August 18th and was advised of a past due debt ez-pay in the amount of $54.42. Our customer provided a new credit card to be billed and very upset she had not been notified of the situation prior to being sent to collections.QVC researched this situation and apologizes our customer did not receive the numerous attempts to reach her from April 7,h through June 23rd using e-mails, a phone call and a letter sent, dated May 17,2014. All correspondence sent to our customer was in an effort to have our customer contact QVC and update her credit card on file. The letter sent, dated May 17th advised our customer of the past due ez-pay debt and if not paid the account will be sent to Collections.QVC has billed the new card our customer submitted today. The QVC account has been removed from collections and re-opened for her use. A letter is being sent to confirm debt paid in full.QVC appreciates the opportunity to respond to this complaint and consider this matter closed,Sincerely,Dolores DOffice of the President QVC

Review: On August 26, 2014 I sent a letter to QVC with a Power of Attorney and a settlement request on my mother's account. Her name is [redacted], she is elderly, in poor health with Parkinson’s, is legally blind from Glaucoma damage, and has developed breast cancer for which she has elected to forego radiation therapy. Her only source of income is a very modest Social Security payment. She lives in HUD housing and receives food stamps. She has no savings and essentially no assets.

QVC has taken advantage of the elderly. Extended her a line of credit, allowed her to exceed this credit limit by 20 percent, all the while charging her absurd interest rates, to the tune of approximately $1000 in finance charges alone this past year. She is legally blind and could not see nor keep up with her charges and despite the commit of a limit, QVC willfully took advantage of her and allowed her to exceed her limit. We were paying the minimum payments when she was diagnosed with breast cancer this year. We are now in a much more dire financial situation.

Under the advice of counsel we came together as a family to put together a settlement offer to pay off the vast majority of what she owes and mailed a detailed letter with financial details and options to QVC.

QVC made no effort to even read or respond to the letter and rather unethically deposited the check and applied it to her balance, then proceeded to increase her interest yet again and apply late fees. Despite numerous calls, time spent on hold and repeated appeals to speak to a Sr. person within customer service this issue has fallen on deaf ears.

We are now without the settlement funds we scrapped together, only to now have harassing calls to my elderly mother at the rate of 3 calls within a 40 min. time period based on some auto-dialer which is now contributing to her mental anguish. We have nothing else to give and at a minimum QVC should have returned the check and informed the family they cannot accept the settlement. Now we have made a massive payment of $2,500 and the situation is far worse than it was before.Desired Settlement: These were the initial desired outcomes detailed in my letter to QVC.

We are looking at ways to responsibly deal with her indebtedness. We see only two options.

Option 1: The family has pooled our resources and are making an offer based on the available funds. Enclosed you will find a check in the amount of $2500 which is offered to you in full and final settlement of this account, with the additional stipulation it be immediately closed.

Your endorsement and negotiation of this check is [redacted]’s agreement to accept the enclosed funds in full and final settlement of the account.

If this offer is acceptable to you, please sign below and you are welcome to deposit the check. If this offer is not acceptable, please return this letter and the check to me in the enclosed post-paid envelope.

Option 2: We request you reduce the interest rate to a maximum of 12% on a permanent basis retroactive to the billing period covered by the August 2014 statement. My mother will then make best efforts to send the minimum payment each month provided funds are available after medical and basic essential living expenses. Further we request that there be no late fees or interest rate escalation imposed should any given month’s essential expenses prevent mother from making the entire minimum monthly payment as presented on your statements. Upon her death, [redacted] must expect to write off the remaining balance due to the lack of surviving assets.

Business

Response:

November 3, 2014Dear [redacted]:The following letter is the response from QVC, Inc to the complaint filed in your office by our customer's daughter expressing her concern with her mother’s Q Credit Card account balance, interest charges and bank charges.Our customer's daughter holds Power of Attorney for our customer. She mentioned her mother was able to exceed her credit limit and now unable to make the required monthly payments. She stated it is irresponsible of QVC to have allowed this to happen. She is trying to settle the debt on her mother’s Q Credit Card and have it closed. Her daughter send in a check in the amount of $2500,00 to settle the account in August and now discovered the account was closed as requested but the request to accept the payment for Settlement is not honored. Her daughter is asking the monies be returned is not being accepted as a Settlement payment and a 12% interest rate be set in place retroactive to the billing period covered by the August payment, Her mother will do her best to make a minimum payment, She is also requesting no interest rate escalation or late fees be charged.QVC apologizes we are unable to honor this request. QVC is a retailer and offers the Q Credit Card to qualified customers. We do not govern the rules for operating the card. The card is governed by [redacted], all credit increases and decreases in credit limits decisions are handled by this institution. We suggest out customer’s daughter contact the Hardship Department at the bank for assistance in payment reductions. The phone number to reach this department is ###-###-####. QVC has, as a customer courtesy, contacted [redacted] and requested they remove a late charge of $25.00 and adjust the finance charge of $39.91 for a total of $64.91 in bank charges.QVC again apologizes we are unable to accommodate our customer’s request as this is a banking decision.Sincerely,Dolores D.Office of the President QVC, Inc

I stumbled upon QVC and thought to myself, well I've heard about this company and their prices are very competitive. So I decided to give them a try. That's where I went wrong. I attempted to place an order and I had the correct amount in the bank for the order. I hit submit and it advised that my credit card declined, however, it still took the money out of my account. The next day the funds were still not back in there, so I chatted with an agent with QVC and she advised the order did not go through so she would help me place an order. The agent then took the item number and added it to the cart. I advised on the credit card issue and she said that the funds were released due to the decline. She then told me what the shipping time frame was, I advised that I wanted expedited shipping. She then said ok and what I thought was she placed the order. However, what happened is she placed the order before telling me or even asking me what shipping method I wanted, then when I changed it she recharged me for the new amount. Count that, that is 2 different charges and I wasn't informed of this. I called the bank to confirm the charge was taken for the order and I was overdrawn $84.00. Please keep in mind I had $101.00 in the bank and my charge was only for $95.40. So why was I overdrawn. Oh yes, it's because the agent double tapped my damn card. This all took place on 7/2/2015. Also, my check was deposited this day and it took money out of my check to compensate for the overdraw. The agent then said I would receive my product with the expedited shipping I paid for on 7/3/2015. I called back on 7/3/2015 as I seen online that it was still in process and was told that it hasn't shipped but would be shipping soon and I would receive on Monday 7/6/2015. Here it is Monday and I call back and am told that it hasn't shipped yet and I will need to call back tomorrow for an update. This is after I asked if I could be contacted instead of having to keep contacting them. I was advised that is not a possibility and I will have to call back. So at this point, I am short at my bank due to this companies negligence as well I do not have the product and it was for my anniversary which is tomorrow. I would have never continued my order through this company if one of their agents wouldn't of advised me that I would have the product before my anniversary. So what do I have to show for it, nothing! I have no money in the bank and no product. It was definitely a lose lose situation with this company. I do not recommend it to anyone.

Review: I have never experianced the most unprofessional corporate people in retial world!!!! I first tried to order with qvc over 2 almost 3 months ago...upon making my 1st order I ordered 2 tablets 1 laptop and 1 camcorder. Through qvc flex pay that they advertise...... so I would of paid a total of 714.00 a month to cover those items...after placing the order I recived conformation numbers......3 days after placing that order I was notified that the order was cancelled!!!.......after calling and asking why my order was cancelled the qvc csr informs me that my order was too big.....so I then have to wait 3-5 days for my money to return to my account. After my money is finally returned to me I then shorten my order...I then order again!!!! They accept my order and do the same thing again!!!...I then have to wait an addition 3-5 days to get my money back......I then call QVC corporate office....they inform me that I supposedly owe 107.00$......I let them know this is impossible this is my first time ordering with them an there must be a mistake.....qvc then tells me to fax a copy of a bill to them along with my I d....n then once I do that they will reopen my account!!!i take the time outta my day and pay MONEY to do this...I then call them to make sure they recieved it....they do....... and then tell me THEY WILL RE-OPEN MY ACCOUNT!!!!.....I then proceed to order yet again!!!!! THEY THEN SEND OUT THE ORDER N CANEL IT AGAIN!!!! SAME PROCESS....I have to wait for my money to be returned....3-5 days.....I then call corporate again and ask why are they doing this to me... n couldnt get n explanation.....I then proceed to call for WEEKS trying to get a supervisor to call me..after 1 MONTH and over 100 phone calls I get a supervisor to call me back by the name of [redacted]......I inform this man what I have went through...and he is consistantl telling me I dont know why it took this long to get to me and gives me his personal nuumber and I also explain that the only way this could of happened is if my father did it..we have similar names and the last I heard was that my father was doing fradulent activity.....he then ask me for my ssn I ask him y do I have to provide u this..? and why am I getting treated unfairly and this way...he then says well its becuz u owe 107.00........I then tell him u know what sir after all I have experianced I will pay this debt that is not mine... IF YOUR COMPANY WILL LEAVE ME ALONE AND allow me to be a reglar customer like everyone else!!! he then replies NOOOO we dont want u to pay sumones elses debt...so then I say..well wat am I supposed to do....im offering a resulution and yet your company isnt.....after several and several attempts and many more phone called day b for yesterday and was told yet again to fax more information..... called today and asked to speak to thier customer care supervisor and was flat out told no and they were even hesitant to give me her supervisors name!!!!! WHY DOES THIS COMPANT TREAT CUSTOMERS THIS WAY.......? my mother who is a retired vetren also tried to order and they would not allow her to order b cuz she lives at the same address I do......so again I ask why are customers WHO HAVE NOTHING TO DO WITH SITUATIONS get treated this way as well......I was also told by this company that the previous tenant had a debt as well......in which I said wat does that have to do with me ?...I was then told it because it was the address... they then asked if I .can fax proof of residency......I once again asked why must I do all this if no other qvc customers are....? I told them the previous tenant passed away....and is no longer with us....THIS COMPANY HAD THE AUDACITY TO ASK ME IF I CAN GET PROFF OF A DEATH CERTIFICATE BY ANY CHANCE...? as if I knew the person!!!!!! I CAN EXTREMELY UNDERSTAND WHY THE Revdex.com DOES NOT ACCREDIT QVC.....I myself have worked in customer based industries and have never experianced such disreguard for a customer who is willing and has done everything asked by a company in order to purchase products to be treated with such disrespect and non-willingness to resolve an issue $OVER 107.00 that isnt my debt that I was willing to pay.....I ALSO HAVE a call log of how many times ive left messages and called [redacted]........THE WHOLE CUSTOMER CARE DEPARTMENT AT THIS FACILITY I HAVE SPOKEN TOO..Desired Settlement: ALL I WOULD LIKE IS A PHONE CALL([redacted])([redacted]) FROM THE HIGHEST REPRESENTATIVE POSSIBLE.....AND BE EXPLAINED WHAT QVC POLICIES ARE AND WHY I HAVE BEEN SINGLED OUT........AND SO WOULD TWO OTHERS WHO LIVE IN MY HOUSEHOLD AND WHO HAVE THIER OWN BANK ACCOUNTS AND MONEY AS WELL......YET ARE NOT ABLE TO BE TREATED LIKE OTHER CUSTOMERS 1ST TIME BUYING EXPERIANCE............

Business

Response:

See attached response

Business

Response:

Corrected Response

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:based off of what birth..? May 1982 is nor mine nor my fathers birthday and your company has my as copy of my I.d. to prove that and I can prove that as well.....that'

Regards,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Last month On April 14 I had updated my credit card information on qvc because the credit card that was on file was no longer good due to the account being closed beginning of April. On April 15 and 16 qvc took payments $61.82 which only one payment was due. I contact them on April 17th when I notice their mistake, I talk to a lady at customer service about and she said that they would fix the problem and put back one of the payments back on the [redacted] card that it was taking out of. Couple of days later I seenthat I haven't received the refund so I emailed them and they told me it will take 10 days. 10 days came and went and I emailed them again and they told me on may 2 they money will be back on my [redacted] card. May 2 came and I still didn't receive the refund so I emailed them again they told me it will take 3 days to go on my [redacted] card. Three days passed and I called customer service right before it closed and told the lady I talked too what had happened. She ask for the last four digits of the credit card that the April payments was taking out of. I gave her the last four digits and she said that was the card that

the payments was taking out of but they put the refund on the old card that was on file. I said why would you put it on a card that it wasn't taking out of and told her they can't do that and I was gonna explain why and kept interrupting me and the conversation didn't end on a good note.Desired Settlement: I would like my refund of $61.82 to be refund on the active [redacted] card that the payment was taking out off.

Business

Response:

May 15, 2014Dear [redacted]:Thank you for your recent inquiry to QVC concerning our customer, I will be happy to respond.I have been in contact with our customer today (5/15/14) regarding a billing dispute in the amount of $61.28 for an over payment on am ez pay order. I have partnered with our finance department and the refund was issued today /15/14 in the amount of 61.28 back to the original credit card.Again we apologize any inconvenience this may have caused our customer. If additional assistance is needed regarding this matter, I can be reached at [redacted], Monday — Friday 9am — 3:30pm EST.Thank you for allowing QVC the opportunity to respond to our customers complaint.Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I had purchased a necklace for my wife when we found out we were pregnant with our first child. The QVC Order Number: [redacted]. It was purchased on 2/22/13. The item cost $228.76, with tax and shipping coming to $256.21. Unfortunately this product broke at one of it's links when she wore it. I went to [redacted]'s which fixed it for $50. Unfortunately the product broke at a link again when she wore it. She contacted QVC in February and was instructed to return the item and we will be reimbursed. She returned it, but it came back to us repackaged from QVC. She spoke with them again in March. QVC apologized, instructed us to resend it for the refund. We did as such, and again it was returned to us. My wife attempted again this June and it was returned. I just spoke to QVC today which informed me the product has been purchased over a year ago, and as such we will not be receiving a refund. I asked why were we instructed to return the item twice to receive a refund, only to have spent the money on the shipping and not be refunded. The customer service member did not have any answer, just repeated that at this time we will not be receiving a refund. I asked if there was anyone else I could speak to, at which time the customer service member repeated the return policy and did not answer the question.Desired Settlement: I am writing to you today because I feel that QVC's customer service has not provided answers as to why we were instructed to return a defective product, only to have it sent back to us in it's present condition without explanation or refund. I would like to be refunded the $256.21, plus the $50 dollars for repair, and the $30 dollars spent (in total from three mailings) in sending the item to QVC, for a total of $336.21. Until this encounter, we have been loyal customers of QVC. After what was supposed to be a celebratory gift for my wife, this anguish has left us not having good memories of the gift, as well as a poor impression of QVC and especially their customer service. We will not be purchasing future products from QVC, and will not be recommending them to any friends or family.

Business

Response:

July 8, 2014Dear **. [redacted].This is the response of QVC, Inc. to your letter concerning the complaint filed with your office by our customer.QVC regrets the concerns that our customer has regarding the return and repair of a necklace. Please have our customer call me at ###-###-####. I work Monday through Friday from 9AM until 5PM Eastern Time. I would like to assist our customer in getting a refund for the item.Thank you for the opportunity to respond to this inquiry.Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. QVC has informed me that they have sent a return of funds for the defective product. Thank you again for your assistance.

Regards,

Review: QVC decided to take out the remaining 3 payments from easy pay...I was setup on a monthly plan...so why are they cleaning out my checking account?!!!!!!!!!!Desired Settlement: I want 2 payments back in my checking asap to cover my other bills.....$240.82

Business

Response:

QVC responded.

Business

Response:

attached

Review: I ordered 3 items from QVV. ALL ITEMS WERE OUT FOR DELIVERY.However, after charging my crdit bankcard for the initial flex pay they ask UPSto return it to sender. I was very upset because the last item was charged or billed to.me and ten minutes later they immediately ask ups to return item back to them. I called QVV and they said it.was done because of a past issue with my flex.pay account. I figure because this account they were referring to was included in a bankruptcy they were givinge a chance to start over. However, instead of honoring the purchase or returning my money after they told.ups to not deliver it they refuse to return my money until the items are received back to them. Since the items have never reach my address that policy really is unreasonable especially this late in the holiday season. Now I cannot get my son anything for Christmas because they have tie up my accounts. The customer servi c.f. e rep was demeaning and condescending. I just want my money back and will place many complaints on all social media about the QVC Christmas Spirit. I ask that my money is returned asap so.my 6 year old will.have something to unwrap. Thank youDesired Settlement: Return of money and compensation for this demeaning event

Business

Response:

December 27, 2013

Dear Ms. Dondero:

This letter is the response from QVC, Inc, -to a complaint filed in your office by our customer.

Our customer is upset the orders placed on December 13, 2013 were not received and discovered QVC contacted UPS and instructed them to send them back to QVC. Our customer mentioned she was billed for one of the orders and wanted a refund.

QVC can confirm our customer placed three orders with QVC on December 13, 2013,

At the time our customer’s orders were taken on the QVC website, we were unaware of another account established at the customer’s billing address that was closed by QVC for an unpaid balance on orders shipped in 2011. The recent shipped orders were re- routed and returned to QVC. Our customer was refunded the original payment on 12/24/13. QVC will be happy to restore service to our customer after the previous unpaid balance is paid in full. If our customer is interested sending in payment or billing a valid credit card, our office can be contacted Monday-Friday from 9am to 5pm at ###-###-####. We will be happy to assist.

QVC appreciates the opportunity to respond to this complaint and considers this matter closed.

Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

No written response was presented. No items listed were reviewed and addressed. QVC did not take the time to respond to a customer complaint about their fraudulent actions and negative customer service towards my transactions during this time period from Dec-2013 to present.

Regards,

Review: I don't even know where to start with this issue, I'm so livid! I attempted to purchase an [redacted] ONE through QVC twice using their "easy pay" option. The first time was on Dec 28, 2013. I submitted the purchase and they "authorized" the funds off of my card. 3 days later they cancelled my order, with no notification, but were still holding my 140+ dollars like my order was being processed. The first time I called, they said it had to process through the vendor and can take a little longer (this was prior to them cancelling it...it just stated "in processes"). It was after this that they cancelled it. I called to find out why I couldn't access my account (it was suspended) and I was told that there was a past due easy pay. I had only purchased 2 other things and was not behind. The rep stated that it was for a coffee system I purchased in 2010. I had no idea that it was even out there, or I would have taken care of it right away. The rep said that once I took care of that the [redacted] would be shipped. Not true. First, in order to process the payment for the past due amount, she had to EMAIL my debit card information to their corporate office. She didn't say it was encrypted or secure email, she was just randomly emailing my card information so just anyone could find it, use it etc. QVC's business practices are archaic and are not even close to being safe for consumers. They have a call center, but no one there can take a payment or process a complaint without emailing some corporate office. What a crock. They should have been able to take my payment right away for the past due amount, not email my private information somewhere in their company. That's no even the half of it. They continued to hold my funds for over a week with no intent of allowing my purchase to go through. They cancelled it but didn't bother to alert me, or tell me or release my funds. They told me >I< had to contact my card company and tell them to release my funds that had only been "authorized" for the purchase, the funds were not actually taken off my card. First...if I call up my card company and tell them that I was not purchasing this item and they should release my funds, they are going to tell me I'm crazy. QVC is the one who needs to call the company and let the funds be released. I called many times.trying to get my money back but they continued to hold it hostage, telling me a different story every time I called. It took almost 2 weeks for my money to be back on my card to use. (fraud? Money laundering? discrimination?)

I was also told that since the order was cancelled, (even though they didn't bother to notify me of this) that I could reorder the [redacted] once my payment for the past due amount had cleared. It took them another week to figure out how to open the account that I actually had orders on and not the one from 2010 so I could continue to monitor my other easypay orders. I spoke to 4 different people, and I kept getting told they needed to email the corporate office. what is the point of a call center who can't do anything? they try to be this technological company and their payment system and business practices are from 1995. Finally they had the right account open and I tried again to order the [redacted] one using their easy pay program and they "authorized (aka stole)" my funds again, and 2 days later I called to find out why it's still in process and was told that I didn't have enough credit history to order this item and that they can't use a prepaid debit card for easy pay orders. FIRST...I have ordered and paid on 2 other items (one being a tablet with a purchase price of 250$) and they had no problem using my prepaid debit card for this. The only reason they know I used a prepaid is because I told them this when I was trying to get my money back on the first botched purchase. It was never an issue until I called them out on their business practices. It's not listed on any of their guidelines that you can't use a prepaid card. And how is it that I can buy other things without so much of a blink but all of a sudden I don't have a credit history?

I get told an entirely different story every time I call. It feels to me that they are discriminating against me because I have poor credit. For the record, I had a blood disorder that nearly killed me and during the 5 years I was sick I lost my job, my house, my car and nearly my life. I have been through hell and so have my kids. QVC treats me like I choose to be poor and that I am some how a lower life form than they are. My son deserves an [redacted] one, he has overcome so much during the time I was sick and he's a good kid. The only way I was able to even try to give him this was paying over 300$ more than the stupid thing is worth so I could make payments on it. Instead I face discrimination and a bunch of different stories (lies) and now they are again holding my money hostage indefinitely and NOT SENDING THE [redacted] ONE!!!

I have attempted to speak to management and other people at QVC and no one can give me a straight answer, but they can certainly hold my money for no reason and as long as they want. I am so angry. I deserve a free [redacted] one at this point with all the [redacted] and lies I've been through. Don't tell me I can order something and then deny my order. I could easily stop payment on the other easy pay item that I have 4 more payments due on, but I won't because I'm not dishonest. I'm a person who keeps my word, unlike QVC. I want the CEO himself to know how I've been treated and to fix this issue!!! I am not a second rate citizen. I am a single mom trying to get her son a stupid game system. AND THE STUPID THING is over priced at that!!!

Thank you for your time. I trust that this issue will be resolved. It's one thing to cancel my order with no notice, but to hang on to my money for no reason and expecting ME to contact my company to "release" said funds. If you're going to cancel my order after telling me lies about the card I can use or my ability to order the system again, then you better dang well give me money back now, not 3 weeks from now.Desired Settlement: I want an apology first of all. I was treated very poorly. I want to be able to purchase the [redacted] One on easy pay and I want QVC to cover the first payment for the inconvenience (actually, I'd like them to cover the whole thing, but I don't want to be completely unreasonable. I have been really inconvenienced and they haven't bothered to even correct the issue, let alone provide something for my trouble. Having my money without me being able to use it for close to a month is completely unreasonable, and honestly I think they should give the [redacted] One to me free for all the hassle, and the different answers, and the lack of honoring what they say. I haven't posted my horrible experince on [redacted] yet, but I will if I can't get this resolved. We all know, if it's on [redacted], it's true!

Consumer

Response:

I just want the money back that they have "authorized" for the easy pay order they won't let me persue. I don't want to wait 3 weeks like I had to last time, I want it returned IMMEDIATELY and I want this complaint to be listed as a formal mark against them. Plus they should apologize for being liars. It's bad business to tell someone they can do something and then hold their money hostage without even contacting them. the amount they've been holding hostage is $146.53. Last time they CANCELLED my order without NOTIFICATION they held my money for 2 weeks. ALL THE TIME telling me that they were not. IT is QVC that needs to UNAUTHORIZE the money, it's not MY responsibilty. I don't want to have to deal with this issue the next time I want to make a purchase. DON'T TELL ME I CAN ORDER SOMETHING AND THEN NOT ALLOW IT.

Plus I want the CEO of QVC to apologize to me. This has been a horrible experience, TWICE. If I can't get punitive damages even though I deserve them, then I better dang well get a signed letter by someone at QVC that actually cares about this whole issue. NOT the is at the call center that can't do anything.

Review: I purchased a treadmill on April 12th, 2014 (QVC order #[redacted]). The item arrived defective. I purchased this on an easy payment plan. I was charged $174.67. I called to have the device picked up and a refund issue. The treadmill was picked up two weeks ago through [redacted] ([redacted]) (tracking: [redacted]). I called customer service and spoke with [redacted]. She said that there was no record of it being returned. The tracking number shows it was returned.Desired Settlement: I want a refund asap! I've had a horrible experience dealing with the scam of a company and will NEVER order from them again!!!!!!

Business

Response:

June 3, 2014Dear [redacted]:Thank you for your recent inquiry to QVC concerning our customer. I will be happy to respond.First I would like to extend an apology for the delay in issuing our customers the return of a [redacted] SL Treadmill. We have confirmed with the delivery company that the item was picked up and we have issued a refund on /4/14 back to the original paymethod in the amount of $174,67. Please allow 1-2 billing cycles to see this refund on your Statement.Again we apologize for any inconvenience this may have caused our customer. If additional assistance is needed regarding this matter, I can be reached at [redacted], MondayFriday 9am - 3:30pm EST.Thank you for allowing QVC the opportunity to respond to our customers complains,Sincerely,

Review: I ordered a hair dryer and returned it to QVC and they credited a gift card that was non-reloadable and that had been destroyed. The gift card was used for the first of five payments. The other payments were charged to my Debit Card.Desired Settlement: I want them to refund the money to my debit card.

Business

Response:

July 17, 2014 Dear **. [redacted],This is the response of QVC, Inc. ("QVC") to your letter concerning the complaint filed with your office by QVC's Customer.QVC records show that the full refund of $173,36 will be issued to our Customer's [redacted] credit card ending in [redacted]. This is for the return of item [redacted] Black ** Featherweight 2 High Performance Hair. A credit reversal was done for all the easy pay amounts. Once the charge back is completed our customer will receive the full refund that was issued to the [redacted] ending in [redacted].Thank you for allowing QVC the opportunity to respond to QVC's Customer's complaint. Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Please see attached handwritten rebuttal

Regards,

Business

Response:

July 17, 2014Dear [redacted],This is the response of QVC, Inc. {"QVC") to your letter concerning the complaint filed with your office by QVC's Customer.QVC records show that the full refund of $173.36 will be issued to our Customer's [redacted] credit card ending in [redacted]. This is for the return of item [redacted] Black ** Featherweight 2 High Performance Hair, A credit reversal was done for all the easy pay amounts. Once the charge back is completed our customer will receive the full refund that was issued to the [redacted] ending in 7410.QVC records show that as of July 18th the four refunds in the amount of $36.71 were credited back to customer's [redacted] credit card ending in [redacted], The amount of $26.52 will also be issued back to that credit card once QVC receives the credit reversal from customer's bank.Thank you for allowing QVC the opportunity to respond to QVC's Customer's complaint.Sincerely,

Review: I ordered an [redacted] from QVC and did not receive the correct accessories

On 12/23/2014 I bought an [redacted] from their Christmas special, when I received the product the correct items were not in the box. They advertised different accessories and we were sent the low end items. We called them several times to see about getting the right items and we were told that if the items were available they would be sent. I received a letter dated 1/9/2015 saying that the items we paid for are not currently available and if we send it back we would get a full replacement, if stock is available when our return is processed. I do not want to return it, all I want is what QVC promised on their TV show. I went on their website today 1/17/2015 and they are still offering the high end items with their apple products. If it is on their website today why can I not get the items I paid for in December of last year?Desired Settlement: I just want the correct items or a partial refund for the wrong items. I am not asking for a lot,

I am not sure if this is false advertising or not, but I just want my correct items, I love the I-pad.

Business

Response:

Please see attached business response

Review: I purchased a Sealy, CK, Regal Bed from QVC. It was delivered 14 Mar 13 and the box springs were too small and within the week the edges began to sag, an appearance of crunching, and our body imprints were developed in the mattress. On 17 Mar 13, I scheduled a pick-up and refund with customer service. The bed and box springs were returned within the 30 days refund policy on 21 Mar 13 and as of today, I still have not been refunded my monies. IAW their return policy, (If for any reason you're not completely satisfied, simply return the item within 30 days of receipt for exchange (if available) or a refund of the purchase price). I called and spoke to customer service representatives numerous times and on 29 Mar 13, [redacted] forwarded a message to corporate that I relayed from the delivery company with my return ticket reference number and requested a refund again. [redacted] also mentioned to give it 72 hours for the refund to appear on my account and as of Wednesday, 3 Apr 13, and today, 4 Apr 13, no refund was applied. I called again yesterday, 03 Apr 13, and [redacted] also submitted an email to corporate and still no refund.Desired Settlement: To refund my debit/credit card as soon as possible...Please.

Business

Response:

Please see attached

Consumer

Response:

Review: Originally tried to purchase a [redacted] on my moms account using my debit card. After several days when I called they said it couldn't be completed because the names didn't match. They suggested I set up my own acct. In the meantime I lost out on the item because it sold out. My next purchase is a [redacted] 15 inch with [redacted] office and flex pay option. Item exclusively made for QVC customers. I am still having issues with them using my debit card. I have called for two weeks at times every day and they keep telling me a different story. These are the responses I got each time I called...Corporate office has to verify name, address, etc matches or the bank has to verify the account or they don't have the banks phone number. I asked why they haven't called me if there was a problem and they said the corporate office should have called. They wouldn't give me the number to call myself. They said their not allowed to give it out. They said the computer is on hold for me. Now they say corporate office will take up to 7 days to verify acct name matches address etc. Last Friday customer service said it should go through today but now I have to wait an additional 7 days?Desired Settlement: I want the computer before it sells out or the price increases. And I want the flex pay amount they offered. I don't want to have to pay more. I need it for school now!

Business

Response:

November 11, 2014Dear [redacted],This is the response of QVC, Inc. ("QVC") to your letter concerning the complaint filed with your office by QVC's Customer.QVC's Finance Department was waiting for verification of our Customer's credit card with her bank before the order could be released. Finance contacted customer's bank the name and address have verified. The order in question was released today. The estimated delivery date is November 28th.Thank you for allowing QVC the opportunity to respond to QVC's Customers complaint.Sincerely,Janet SOffice of the President QVC

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: On may 19, 2013 I saw a televised advertisement for a Dell laptop which included additional software that would be shipped separately. I received the laptop on June 1, and by August 4 I had not received the advertised software. I sent the following email to the company:

-------------- Original Text -----------------

Date : 8/4/2013 10:45:00 PM

CSWeb Customer generated Email at 08/04/2013 10:40 PM

----------------------------------------------------------

FirstName: [redacted]

LastName: [redacted]

EmailAddress: [redacted]

Member Number: [redacted]

Regarding: Order Number: [redacted]

Product Description:

Dell laptop

Message:

When advertising the laptop, I remember it being said that PaintShop

software would be shipped separately. I have received the laptop, which I

am pleased with, however I never received the separate package with the

PaintShop software. Is there anyone I can speak to regarding this?

Browser string:

[redacted] ----------------------------------------------------------

End of Message

Within 24 hours, I received the following reply:

[email protected]

Aug 5

to me

Hello **. [redacted],

Thank you for emailing QVC and for allowing us to address your concerns

today.

We are happy to learn that you are pleased with your purchase of the Dell

Notebook and apologize for any disappointments with not yet receiving your

bonus PC Treasures Software Suite.

We have forwarded an email to the appropriate department making them aware

of your situation and request that this software be forwarded to you as

soon as possible.

Please allow 7-14 days for receipt of the software suite.

Thank you for bringing this matter to our attention and we appreciate your

patience.

Regards,

[redacted] As of September 2, 2013, I still had not received the software, so I sent the following email to the company:

-------------- Original Text -----------------

Date : 9/2/2013 6:25:00 PM

CSWeb Customer generated Email at 09/02/2013 6:20 PM

----------------------------------------------------------

FirstName: [redacted]

LastName: [redacted]

EmailAddress: [redacted]

Member Number: [redacted]

Regarding: Order Number: [redacted]

Product Description:

PC Treasures Software Suite

Message:

I previously emailed regarding the PC Treasures Software Suite that was

supposed to ship when I ordered my Dell laptop. I received an email on

August 5 stating that I should receive this software within 7-14 days. As

of today I still have not received the software. Is there anyone that I

can speak to about this?

Browser [redacted] ----------------------------------------------------------

End of Message

And within 24 hours I received the following reply:

Received 8:41PM 9/2/2013

Hello [redacted],

Thank you for emailing QVC.

Upon review of the Dell notebook from order [redacted], there was not a PC Treasures Software bundle included with this purchase. This has also been reviewed at the corporate level and is further confirmed that additional software was not included. However, Microsoft Office Home & Student 2013 is included on your notebook.

Thank you for your patience and understanding.

We look forward to serving you again in the future!

Regards,

[redacted]Desired Settlement: I would like to receive the software that was advertised. A big part of the reason I purchased this laptop was for the added software.

Business

Response:

September 10, 2013

Dear **. [redacted],

This is the response of QVC, Inc. to your letter concerning the complaint filed with your office by **. [redacted].

QVC regrets the concerns that **. [redacted] has regarding the Software that comes with her Dell Notebook. Our Computer Escalation Department researched it and discovered that this Notebook does not come with additional Software. We regret any confusion or misunderstanding. If **. [redacted] would like to return the item, please have her call me at ###-###-####, or ###-###-####.

Thank you for the opportunity to respond to this inquiry.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The current ad for the same computer states: "From Dell. Plus, there's

software to get you started (ships

separately), with programs like Adobe Photoshop Elements 11 and Family

Tree Heritage Platinum 8. Four-year subscriptions to Premier PC Support

and McAfee Antivirus Plus offer peace of mind From PC Treasures." (This is from QVC's Website). This

is the software that the television ad referred to when we ordered out

laptop. When we contacted the company about the software, their initial

statement to us was that the software would be shipped within 7 to 10

business days. It was only after we did not receive the software and

contacted the company a second time that we were told this software is

not included in our package. Inclusion of this software was and the

advertised price were the deciding factors in purchasing this laptop.

We do not want to return the laptop, we want the software that should

have been included with it.

Regards,

Business

Response:

September 30, 2013

Dear **. [redacted],

This is the response of QVC, Inc. to your letter concerning the complaint filed with your office by **. [redacted].

QVC regrets the concerns that **. [redacted] has regarding the Software that comes with her Dell Notebook. Please have **. [redacted] contact me at ###-###-####, so we can discuss her inquiry. I work Monday through Friday from 9AM until 5PM Eastern Time.

Thank you for the opportunity to respond to this inquiry.

Sincerely