Posted by Anonymous
Hi, I am a former Evine/ShopNBC customer. As of Saturday, December 2, 2017 a restriction was placed against my account. I thought it was because I entered an incorrect last 4 pin #, (which I did 2 xs) while trying to purchase Beekman 1802 products. I thought this was done because the Evine system was protecting my account by shutting it down. I called customer service and was told I'd have to speak to the credit dept. I spoke to credit and they said someone would call me. I waited 2 hours plus, no one called so I called again. This time I was told the verification department would have to call me and that could take up to 2 days. Today, Tuesday, December 5th, Maria from verification called. In short, she informed me I was restricted because I owed $93.32 on an item which was returned. The conversation was difficult and Maria implied that I was taking a credit that I should not have gotten and since I did, my account was restricted and I need to go to my bank to have this taken care of. Much more went on between us (the previous is the short version). Needless to say, it was not a good conversation and ended with both trying to get the other off the phone. I felt insulted and angry. So, I called Bridgette in the executive office at Evine/ShopNBC, whom I'd spoken to in November. At that time Bridgette was wonderful and even issued a $50.00 credit to my account for a problem that was not of my making. Bridgette told me that this credit would remain there for 3 months, but if I had not spent it at the end of 90 days, just call her and she would reissue it. I left that conversation feeling that she was so amazing and kind. Bridgette today, Tuesday, was a tad different. I explained the problem and she assured me she didn't know why the account was restricted, as she could not see the reason from her screen, which made sense) to me. Then, I asked Bridgette why Evine/ShopNBC, does not notify a customer when restricting a customers' account? She responded, "That's a great question. I will send that suggestion to our verification department." We ended our conversation and I was no more satisfied from that conversation then with Maria. I immediately contacted my bank. They informed me that the credit issue had been fully resolved and there was nothing owed by me, to Evine. However, Maria, (in verification), implied I was trying to receive a credit that I had not earned and therefore my account would remain restricted. During the conversation, Maria was anything but sensitive to the facts that 1. This accusation came out of nowhere to me. Again, I thought she was calling to instruct me on resetting my pin, instead she was saying I owed Evine money and that I would remain restricted. Maria was a poor listener and seemed to take the matter personally as she constantly reiterated that after researching this matter, the restriction, (of which Evine had never notified me of), was valid and again I should call my bank. I must add, there were two other customer service reps who were wonderful during this ordeal, (Brenda in customer service and Diane or Diana in credit). Diane must be one of the most patient people on the planet. She listened to my concerns, never interrupted, showed compassion, did not take it personally and then offered to pass my information along adding that she apologized I had experienced this. I tried calling Bridgette back to let her know that I did call my bank and they clarified nothing is owed from my end. and that everything zeroed out. I also tried to contacting verification which you cannot reach directly, instead you must wait for their credit department to contact verification first and then they call you back. I wish I had a more pleasant review to share, but, this is my experience. I don't believe Evine is a bad organization, but this situation has soured me personally and this is my experience. It could have been handled much differently and addressed much sooner had Evine taken the time to inform this customer that there was a restriction and ask that I please contact their credit department as soon as possible. Evine/ShopNBC I hope you take this matter to heart for your other customers. Thank You for allowing me to share my experience. Pat R-P