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craftaddict
24-09-2008, 03:35 PM
Hi everyone!

I'm a newbie, though I have been browsing your forum for quite a while now!
I decided to finally take the plunge, because I am one of the many dissatisfied customers who bought this kit, and I was disgusted at the quality, particularly of the cards, which were no more than bits of paper. It's a shame cos I really liked the embellishments.
Anyhow, to cut a long story short, I wasn't prepared to spend money on a kit which I wouldn't use (I would be too embarrassed to send these cards to anyone!) nor did I see why I should have to pay the money to post it back, so I sent QVC CS a stroppy email telling them exactly what I thought of the quality, and having read the online reviews for the kit (it currently has a rating of 2.4 out of 5), I also pointed out to them that many people had mentioned in their reviews that they would have to keep it because they couldn't afford to send it back.
I thought you might all be interested to read their reply.
Sorry this post is so long! :o


Thank You for contacting QVC.

I am writing with reference to your enquiry regarding item 586926 - 80 Xmas
Sheets & Cards with design Ideas & Brads and Embellishments.

Thank you for your patience regarding this enquiry and please accept my
sincerest apologies at the length of time it has taken to get back to you.

We have undertaken a QA check and whilst our QA specialists did agree that
the card was thinner than is normal for such cardstock they could not rule
that the card was "unfit for purpose".

I am sorry that you are disappointment with the quality of this item and
please be assured that I did try to request additional card-stock be sent
to you from the vendor, however they are based in the USA and therefore
unable to supply additional/replacement parts for this kit.

Given your overall dissatisfaction with the kit, I believe the best course
of action would be for you to return the product for a full refund. Our
records show that we have sent out a freepost label however, if you would
prefer for the item to be collected from your home address please contact
our customer service department on 0800 51 41 31 and one of our customer
service advisors will arrange for a courier to collect the item from you.

Please be advised that all feedback, both positive and negative is passed
to our Customer Focus team and whilst the QA department deal in
"percentages" and return ratios etc, the Customer Focus team deal in terms
of customer satisfaction and awareness. With reference to this particular
enquiry regarding item 586926, I understand that although we have received
few returns/complaints/enquiries in relation to the volume of units we
sold, that we will not be airing this product again.

With reference to those customers who have paid to return their unwanted
items - QVC offers a 24 hour freephone customer service helpline. If a
customer calls us to report that they have a faulty/broken item or that
they truly feel that an item does not meet QVCs usual high standard then we
will always arrange for the item in question to be returned at no cost to
the customer.

Again, I apologise for the length of time it has taken to respond to your
enquiry and I am genuinely sorry that I have been unable to resolve this
enquiry to your satisfaction. Please be advised that as you are a valued
customer I have today issued your QVC account with a £10 shopping credit as
a gesture of goodwill and please accept my sincerest apologies for any
inconvenience caused in this matter.

If we can provide any other assistance, please do not hesitate to contact
QVC UK.

Thank you for contacting QVC UK.

Wellington
24-09-2008, 04:23 PM
Coo! Result Craftaddict :D That must have been one stroppy email you sent LOL I do remember DB saying during a presentation (poss the launch) that the cardstock was quite light cos you would be sticking more papers/embellies to it which would then give it strength. What a load of tosh - if that's the case, you'd want a stronger cardstock to cope with the extra weight. Well I would at any rate :D And some of those brads were huuuge...

Big Warm welcome to CT.com :) Always great to have new peeps join in ;)

Jeanette
24-09-2008, 04:34 PM
Well done craftaddict!

LorraineJ
24-09-2008, 05:07 PM
It would seem that the root of the problem is the weight of the cardstock, maybe not unfit for purpose, but not much cop if the maker is having to reinforce the cards they make from it.

Good for you making a stand, but apart from the fact you are getting a refund, I can't help but think their reply is a vanilla one.

Welcome to the forum BTW.

Phree
24-09-2008, 05:13 PM
Welcome to the forum craftaddict. Nice to hear you got a result from QVC.

gill71
24-09-2008, 05:23 PM
hi craftaddict
Welcome to CT!
Sorry to hear of your trouble with the HOTP kit, but at least you have now got an extra £10 to spend on more craft stuff!

Winspiration
24-09-2008, 05:31 PM
Welcome to the forum, craftaddict - and well done!

Rentochops
24-09-2008, 06:08 PM
Well done Craftaddict and welcome, I sent mine back in the end!

jeanfan
24-09-2008, 06:29 PM
That`s great Craftaddict,good result and a big welcome.

Rentochops
24-09-2008, 06:47 PM
they have removed the reviews from this kit, but the kit is still for sale!:mad:

Winspiration
24-09-2008, 07:03 PM
ROC, I think if you click through from the link in your account, you won't see the reviews - but if you just put the item number in, they'll come up ;)

Having said that, I signed up to di the reviews when I bought an ice cream maker that was particularly duff (and which has averaged just over 1 in its many reviews!). Funnily enough, my first review of that never showed up on the site, although the others I did at the same time did. The second review did get published though.

Rentochops
24-09-2008, 07:28 PM
Still can't see them Win?

Winspiration
24-09-2008, 08:05 PM
That's odd, I looked before posting and I could see them all?

sheilaj
25-09-2008, 06:16 AM
it something to do with Java...on one of my windows log ins (same puter) I can see them but not through my account, on the other one It gives me a script error message and I can't see them...If I try again it says java isn't working right which I know it isn't because I can't do the word cloud website either

Rentochops
25-09-2008, 07:40 AM
it something to do with Java...on one of my windows log ins (same puter) I can see them but not through my account, on the other one It gives me a script error message and I can't see them...If I try again it says java isn't working right which I know it isn't because I can't do the word cloud website either

I don't known SJ I can't see them through my account or after a search on the number?

nicecupoftea
25-09-2008, 08:41 AM
Hope this helps ROC!

http://www.qvcuk.com/ukqic/qvcapp.aspx/app.detail/params.item.586926

Spendsloads
25-09-2008, 09:30 AM
Welcome Craftaddict. You've done really well to get a credit from QVC - their standard line is to just offer to let you return it. I managed to get the p&p refunded for last year's K & Company Christmas kit when they advertised the cards as A5 and they were actually A6, but only after being pretty insistent.

I have the kit you bought too and agree that the card is flimsy, though when the cards are made up and therefore covered with extra paper, it's not quite so bad. I've had other cardstock from HOTP and it is usually like this, so in my case, I knew what I was buying, but I took the decision that the other bits were worth the TSV price and purchased anyway.

CaramelBunny
25-09-2008, 11:28 AM
Thanks ever so much, Craftaddict, for sharing this. I have to admit I never pay to return items that have been missold on QVC. After all, if they're not as described or not fit for the purpose they're sold for then they're faulty, aren't they?! I have to congratulate you on getting compensation too though. That's almost unheard of! I got a tenner once, but I was ringing about 3 separate orders all of which QVC had managed to screw up...

By the way, welcome to the forum!

craftaddict
25-09-2008, 01:05 PM
Thanks to you all for the warm welcome, and for all your replies. :)
Don't suppose anybody knows how the credits work? I placed an order just after getting the email from CS promising £10 credit on my account, which arrived last evening, but there's no £10 reduction or anything in the credits section of the delivery note thingy! Just typical of QVC! :mad:
I was thinking maybe I should post this over on ST.com too(?)
Thanks again for the welcome.:)

sheilaj
25-09-2008, 01:07 PM
I don't known SJ I can't see them through my account or after a search on the number?

can you try from a different computer or create yourself a new log in on the same computer...that has sorted it for me

CaramelBunny
25-09-2008, 01:16 PM
When I got my £10 credit I was told at the time that in order to use it I would have to actually 'phone up the order line & mention it to the operator when placing my order. That was a few years ago so there might be a way to do it online too now, but I still think talking to someone is the safest bet!

Rentochops
25-09-2008, 01:22 PM
Hope this helps ROC!

http://www.qvcuk.com/ukqic/qvcapp.aspx/app.detail/params.item.586926
thanks ncot - I've written my own now!

Bluebell
26-09-2008, 03:42 PM
Hello and welcome to CT craftaddict and congratulations on getting your problem resolved with QVC and the £10 compensation.
I have had lots of niggles with craft TSV's and always vow to email them and complain but never get round to it, maybe next time I will.

Wellington
27-09-2008, 04:05 PM
thanks ncot - I've written my own now!

'Snot showing...Were you rude :p

Buttercup
30-09-2008, 05:34 PM
Hmm, I was impressed at this bit in the reply that CraftAddict received:

"With reference to this particular enquiry regarding item 586926, I understand that although we have received few returns/complaints/enquiries in relation to the volume of units we sold, that we will not be airing this product again."

...but am disappointed to see that it is currently being aired. Shame on you, QVC.

Rentochops
30-09-2008, 07:19 PM
'Snot showing...Were you rude :p

Look for Flufster!

Wellington
30-09-2008, 11:06 PM
Hmm, I was impressed at this bit in the reply that CraftAddict received:

"With reference to this particular enquiry regarding item 586926, I understand that although we have received few returns/complaints/enquiries in relation to the volume of units we sold, that we will not be airing this product again."

...but am disappointed to see that it is currently being aired. Shame on you, QVC.

Looks like the left had appears to have no idea what the right hand is doing - which IIRC has happened before with QVC. At least they weren't able to use the old "Well, no-one else has complained" routine :rolleyes:


Look for Flufster!

Ummmm. Nope :(

craftaddict
01-10-2008, 01:16 PM
I must say I was very shocked to see that they aired this yesterday too. I feel like they lied to me :mad: I notice that it didn't sell out though, so hopefully people read the reviews first.

Rentochops
06-10-2008, 01:43 PM
Can I say my review is on page 2 of the reviews of the website - it is from Flufster.

QVC have also called me and say they are looking into the matter!

Wellington
06-10-2008, 01:54 PM
*goes off to look again* Isn't old age wonderful LOL

Wellington
06-10-2008, 02:02 PM
Found it!!!

QVC should consider a recall
"I am shocked that QVC have not considered removing this item from sale - as said before the quality of the 'card stock' is very bad and the paper in the book of designs is bordering on newspaper quality.
The lack of knowledge of QVC presenters regarding card weight of craft products is shocking; it makes it easy for your main competitor ! Gsm is as vital to a crafter as sizes are to clothes.
One huge let down."

:D Completely agree with your comment about card weight...

Love to know exactly what QVC are looking into though - the cardstock is totally pants & they very very rarely know the GSM of any card/paper they're flogging - at best DB tends to guess the weight or shouts Leonie/JJ to find out. I'm not 100% sure, but I'm pretty much certain they never mention GSM in the online product descrptions either

daydreamer
07-10-2008, 08:59 AM
One of the very first craft sets I bought was HOTP ...was very disappointed with the card stock (and dulll papers), didn't support any embellishments, that was a few years back now :(

Dawn did say a few months ago she'd try and find the paper weight of card stock being sold, but this never seemed to materialize :rolleyes:...now it seems they only mention the weight if it of a good quality :mad:

daydreamer

iggy
09-10-2008, 04:45 PM
Thanks to you all for the warm welcome, and for all your replies. :)
Don't suppose anybody knows how the credits work? I placed an order just after getting the email from CS promising £10 credit on my account, which arrived last evening, but there's no £10 reduction or anything in the credits section of the delivery note thingy! Just typical of QVC! :mad:
I was thinking maybe I should post this over on ST.com too(?)
Thanks again for the welcome.:)

hi.......i think they mean they have credited your account with the £10....i myself have have a credit after kicking up a stink BUT not for a craft item. i buy mine from the outlets now & have created a monster.i have tooooooo many bargains that all us crafters know we just have to have & can not live without........like reams of paper.......not to cut up........just to look at & stroke.....or am i giving away one of my oddities