topic Re: Returns gone wrong! in Q Talk

Returns gone wrong!

4getthemall — Wed, 11 Nov 2015 03:46:07 GMT

UNBELIEVABLE! I ordered an as is Logo Bermuda shorts in size petite small. The item I received was mislabeled. The label said PS but the item I received clearly looked like a size 1X. So I returned it. I called CS right after I got it in the mail and I told them what had happened. They noted it in my account. I also wrote with red ink on my return slip that it was mislabeled. I packed a huge note in red ink in the garment bag with the actual item. Then I noticed this evening that they had deducted $9.95 from my refund for postage to return the shorts. What?! CS agreed to refund the $6.95 but not the $3 original shipping fee. Then I asked to speak to a supervisor. Then the CS representative came back on the line and said as a one time time courtesy, they were going to wave the $3 shipping fee too. Yes it all turned out well at the end. But where is quality control for Pete's sake! A one time act of courtesy? Really! Does anyone read our return notes, especially in red ink? Why ask me the reason for the return if no one is going to read it? Should we be responsible for things that are beyond our control? Manufacturers can mislabel clothing with wrong sizes. Please don't penalize your good customers for defective products. Please monitor quality control. And don't insult me with comments like "as a one time courtesy we'll wave return fees". What if one day I'm sent another mislabeled item. Will I have to pay for it to be returned then?

Re: Returns gone wrong!

Kachina624 — Wed, 11 Nov 2015 03:53:24 GMT

I'm convinced that computers and zombies process our returns. They do things no rational human would even consider.

Re: Returns gone wrong!

4getthemall — Wed, 11 Nov 2015 04:04:05 GMT

LOL! Thanks Kachina624 for your comment. ITA! You put a smile back on my face!

Re: Returns gone wrong!

surfk — Wed, 11 Nov 2015 05:48:46 GMT

I often wonder what happens when you order two of the same thing but in different colors and the invoice comes under a single Order Number but you might return BOTH items?

Example like we're facing now: We bought two of the same watches, one in gold and the other in silver. 'Not very happy with either and might return them.

But they're on a single invoice and came together in the same (one) UPS box.

But when one looks at the RETURN portion of the invoice - which one is to include with the return - it refers to or has space for only one item really.

The two things share a common Item Number but are different colors.

So how does one know on the receiving end (the Returns dept.), that they'll actually acknowledge and credit not one but TWO of the same item inside the return?

I called Customer Service and the guy who answered didn't even listen to me. He said, "You have until January 31st to return anything."

That wasn't my question of him though. lol

When I explained the scenario three more times to him he was sort of disinterested (a tad rude) and said the Returns dept. will see two items and credit two items.

But then he added, "OOOORRR you might want to call Customer Service and they could make a note of it."

I thought I was on the phone with Customer Service. lol So his answer wasn't all that reassuring.

How does one PROVE that not one but TWO of the same item is being returned when one has only one invoice, one return slip, one return label and one box?

There ought to either be a return slip for EACH item inside a box OR space on each invoice return portion slip to list everything being returned on that single invoice in that one (and the same) box using the same Item Number and return label.

Its why I hate when they ship multiples of anything in one box (not to mention the sort of rip off of being charged for two shipping costs when they throw the two items into a single box and give you one invoice).

Re: Returns gone wrong!

4getthemall — Wed, 11 Nov 2015 05:59:14 GMT

That is a dilemma surfk. It's like you need witnesses, attorneys or have your return notarized to prove your situation. Ironically, I personally took pictures of my mislabeled item, and return slip ( highlighted with notes in red ink) just in case! It's all very frustrating to say the least and it shouldn't have to be this way. I don't want to feel as if they think I'm lying about my returns. Or worry about the people who work in the returns warehouse mishandling my returns accurately. I wish you luck.

Re: Returns gone wrong!

PINKdogWOOD — Wed, 11 Nov 2015 12:09:54 GMT

And here we are again with ALL of the same return PROBLEMS.

HEY QVC MODERATORS - are you reading this one with ladies posting ALL of the SAME RETURN PROBLEMS????? Do you think this time you can carry this info back to SOMEONE who WILL read, listen adn DO someting about these problems?

I whole heartedly agree with Ms Kachina here - gremlins & robots opening our returns, NOT AT ALL reading those insanely ridiculous return slips that say a lot but then again nothing at all because NO HUMAN BEING READS ANY OF THEM.

Why include a return slip with boxes to check off as to WHY WE MUST RETURN when CLEARLY NO HUMAN READS THEM. We do receive damaged goods. We do receive defective products. The return policy indicates that we would receive our s/h back on damaged/defective goods. BUT WE DON'T.

In the past month or so, maybe a bit longer I for one have returned one item that was damaged due to poor packaging choice, and one item that was defective and in MY book that equals damaged. I didn't receive any s/h on either item.

I've talked about these two items previously - an lovely OrPaz necklace that was CRAMMED into those tiny plastic bags that caused/created a very visible kink in the chain that you could see clearly in the front of the neckline. Would I wear a necklace that looked like that? NO. That's why I returned it. Did I mark my return slip as such? Why yes I did. Wonder which robot read my return slip? Clearly a blind one.

That cute Quacker vest I ordered with the crazy rhinestone zipper that DID NOT ZIP UP when I tried it on? I tried everything to make that zipper work for me. There was no way it was going to zip and it did not, hence my return with return slip marked 'DAMAGED' WITH my comment notes about the fact that the zipper is defective making this garment DAMAGED. Must have been the same same robot who opened this return DID NOT READ my notes they asked me for. Again no shipping/handling returned.

And yes again, I feel sorry for the next customers who returned both of these damaged/defective items. These folks will be returning these items as well, no s/h back to them either. The Q robots will yet again re-package, ship them out again, and the wheels go round and round and round again.

Re: Returns gone wrong!

PINKdogWOOD — Wed, 11 Nov 2015 18:34:13 GMT

@4getthemall Your experience reminded me of the time I received a 2-piece silky blues outfit from the very well known Susan Graver. I will never forget this one.

This suit was a jacket and pants that I ordered size small in. What was sent to me was yes, a jacket and a pair of pants THAT DID NOT MATCH, NEITHER PIECE WAS THE OUTFIT THAT I PURCHASED. The jacket was from another outfit and the pants had the size label that indicated size 2X. I laughed outloud when I opened the packaged then I got really angry because that same ROBOT had the nerve to actually put these two garments together in one bag, call them MY outfit, My size and sent them to me thinking I'd be satisfied!!!!!!!!!

Of course I called CS. Of course they said the obligitory 'I'm sorry'. And then they said, sorry but your outfit has sold out.

Should have learned my lesson then - oh so many years ago.

Re: Returns gone wrong!

Group 5 minus 1 — Wed, 11 Nov 2015 13:59:48 GMT

One of the things that we could try is to magic marker all the places where the UPC is. If the "Zombies" can't read it that just might pay attention to what we have written.

Re: Returns gone wrong!

Eva-QVC — Wed, 11 Nov 2015 18:31:58 GMT

@4getthemall wrote:

UNBELIEVABLE! I ordered an as is Logo Bermuda shorts in size petite small. The item I received was mislabeled. The label said PS but the item I received clearly looked like a size 1X. So I returned it. I called CS right after I got it in the mail and I told them what had happened. They noted it in my account. I also wrote with red ink on my return slip that it was mislabeled. I packed a huge note in red ink in the garment bag with the actual item. Then I noticed this evening that they had deducted $9.95 from my refund for postage to return the shorts. What?! CS agreed to refund the $6.95 but not the $3 original shipping fee. Then I asked to speak to a supervisor. Then the CS representative came back on the line and said as a one time time courtesy, they were going to wave the $3 shipping fee too. Yes it all turned out well at the end. But where is quality control for Pete's sake! A one time act of courtesy? Really! Does anyone read our return notes, especially in red ink? Why ask me the reason for the return if no one is going to read it? Should we be responsible for things that are beyond our control? Manufacturers can mislabel clothing with wrong sizes. Please don't penalize your good customers for defective products. Please monitor quality control. And don't insult me with comments like "as a one time courtesy we'll wave return fees". What if one day I'm sent another mislabeled item. Will I have to pay for it to be returned then?

Hello @4getthemall - Thank you for your feedback and I will surely pass it along to our returns department. I have sent you an email that I hope helps.

Thanks!

Re: Returns gone wrong!

4getthemall — Thu, 12 Nov 2015 03:41:44 GMT

Thank you Eva. I'm happy to see that our posts are being reviewed and monitored by CS. It's a good start. Thank you for the email as well.

Re: Returns gone wrong!

MaggieMack — Thu, 12 Nov 2015 14:19:33 GMT

Reading all of the comments about not being given credit for return shipping on defective items leads me to one conclusion: QVC has instructed their Returns Dept. to NOT issue such credit unless and until the customer calls CS and complains loudly about it. My guess is that most customers don't call or track each return with such specificity. This translates into a LOT more money for Q's bottom line.

Re: Returns gone wrong!

surfk — Sat, 14 Nov 2015 06:22:52 GMT

@4getthemall wrote:
That is a dilemma surfk. It's like you need witnesses, attorneys or have your return notarized to prove your situation. Ironically, I personally took pictures of my mislabeled item, and return slip ( highlighted with notes in red ink) just in case! It's all very frustrating to say the least and it shouldn't have to be this way. I don't want to feel as if they think I'm lying about my returns. Or worry about the people who work in the returns warehouse mishandling my returns accurately. I wish you luck.

Perhaps all returns should be sent with a link to a YouTube video proving we packed and shipped it back just as described. lol

As video captures it all (without any edits, of course): "Here I am putting the first item back into the box...(cam now goes in for a close-up): "...Now I place the second one beside it and (in real time) I am now taping the box shut...."

(leaving the video running):"...I am now pulling into a parking space at my local post office...as you can see, I am carrying my return in my left hand as I open the door with my right hand...I'm now stepping up to the clerk behind the counter and handing it to him..."

Re: Returns gone wrong!

PINKdogWOOD — Thu, 12 Nov 2015 19:31:45 GMT

@MaggieMack I actually did call CS about the Or Paz necklace that I returned with the visible kink and still nothing so I'm not convinced complaining to CS does anything. Maybe I should have gone an extra step and asked for a Mgr.

Re: Returns gone wrong!

Beth-QVC — Thu, 12 Nov 2015 22:59:10 GMT

@PINKdogWOOD

I am sorry that our returns are not up to scratch but I will be happy to ensure you receive your correct refunds. Please email me QVCSocialTeam@qvc.com with the order numbers and/or a description of the items returned.

Beth

Customer Care

Re: Returns gone wrong!

Annabellethecat66 — Thu, 12 Nov 2015 23:04:58 GMT

surfk, I can answer your first sentence. I have ordered the same thing at the same time and the same size but....different colors. I received them in 2 different bags and was charged $3 each.

I have also done that with bracelets, (ie silver and gold), same thing.

This has happened on more than one occasion.

Re: Returns gone wrong!

4getthemall — Fri, 13 Nov 2015 03:16:21 GMT

Surfk. I think your comment about YouTubing your returns is just hysterically funny! I can't stop laughing. Thank you for that. What a great way to end the day! I love it!

Re: Returns gone wrong!

PINKdogWOOD — Fri, 13 Nov 2015 13:19:35 GMT

@Beth-QVC Thank you Beth for responding to me here. An interesting choice of words - 'not up to scratch', odd I think.

However, here's the deal Beth, as I said there are many reasons noted on your return slips for us to indicate as to why we are returning. It also is the fact that many of us find it necessary to make further comments on the 'comment' line you provide. Why? If no one reads our comments, why do you bother to ask the questions? Someone at your end really needs to be looking at items that are returned that are noted to be damaged/defective instead of re-sending out to others only making them angry, disgruntled, dismayed.

Neither I nor anyone else should find it necessary to take further steps to 'plead our case and woes' of why it's even more necessary to return (in my case) damaged and/or defective goods and hope to see any of our shipping/handling charges.

No one knows about this Social Team that we need to email to further plead our cases. So no I'm not going to do this. I certainly should not need to.

Instead I ask YOU to take this kind of information, concerns, complaints to your staff members who WILL do something about what many of us continue to bring to light HERE on the boards and DO something about all of these things. If you can do this for us whereby we WILL see results, then this could, would, SHOULD be more that I can ask for.

Thank you

PinkDogwood

Re: Returns gone wrong!

Beth-QVC — Fri, 13 Nov 2015 21:31:00 GMT

@PINKdogWOOD

I will certainly ensure the information you have provided and your feedback is brought to the attention all those involved ie the warehouse and our logistical department.

Beth

Customer Care

Re: Returns gone wrong!

MomCat — Fri, 13 Nov 2015 22:51:12 GMT

My experience on the few defective, or wrong item returns, I've gotten is, you will not get a refund on the postage until you contact them AFTER the return transaction is posted. You can write a novel in red on the return slip and make 10 calls ahead, but you will still have to follow up to get them to remove the shipping fee. For all the good QVC does on customer service, this is one area they are lacking in.

Re: Returns gone wrong!

PINKdogWOOD — Sat, 14 Nov 2015 13:14:15 GMT

@MomCat Yep you said it all too - writing notes in big RED letter, making 10+ phones calls - all to whom? Still with no results? Have fun with that.

I still am and always will be of my opinion that I should not HAVE to do this. Maybe jump through hoops, turn summersaults, send them my first born AND my dog? Not going to do any of these things either.

Jump going to stop my shopping experience here. No other website makes me do these things if/when I find the need to return.