topic Re: "Free Exchanges" - Beware in Q Talk

"Free Exchanges" - Beware

Graciea — Fri, 18 Aug 2017 23:40:44 GMT

I recently bought two pair of Isaac Mizrahi jeans. I bought the regular length. When I got them home, I realized that they were a little bit too short so I sent them in for a "free exchange". I just went into my account and saw that I was given a refund and charged for shipping. I went online and chatted with a customer service person who told me that since the item number was different for the tall sizes, the "free exchange" rule did not apply. What? They must say 50 times a day that if something doesn't fit, you can exchange it for free. They say nothing about the item number being the same. It's not my fault that they assigned a different item number to talls than they do to regulars. I think it's very deceptive and unfair.

Re: "Free Exchanges" - Beware

Daysdee — Fri, 18 Aug 2017 23:43:22 GMT

I was wondering how that new "free exchange" policy was going to work. Not good, I see.

Re: "Free Exchanges" - Beware

fthunt — Fri, 18 Aug 2017 23:45:29 GMT

It is deceptive - and that's why I no longer believe them nor shop for clothing at the Q. I think lots of us have learned our lesson the hard way. $$$$$$$$$$

Re: "Free Exchanges" - Beware

SeaMaiden — Sat, 19 Aug 2017 00:00:14 GMT

@Graciea That just seems wrong. See if the social team help you.

Re: "Free Exchanges" - Beware

elated — Sat, 19 Aug 2017 00:17:57 GMT

@Graciea wrote:
I recently bought two pair of Isaac Mizrahi jeans. I bought the regular length. When I got them home, I realized that they were a little bit too short so I sent them in for a "free exchange". I just went into my account and saw that I was given a refund and charged for shipping. I went online and chatted with a customer service person who told me that since the item number was different for the tall sizes, the "free exchange" rule did not apply. What? They must say 50 times a day that if something doesn't fit, you can exchange it for free. They say nothing about the item number being the same. It's not my fault that they assigned a different item number to talls than they do to regulars. I think it's very deceptive and unfair.

I was wondering if there was a catch to the "free exchange". I always knew you don't get something for nothing. How discouraging for a Q customer. Encourage the customer to buy knowing you are telling half truths. Thanks for sharing.

Re: "Free Exchanges" - Beware

Annabellethecat66 — Sat, 19 Aug 2017 00:28:20 GMT

I totally agree with the OP. I've always thought it stinks that you get charged for each item when you order two of the same thing, It's the same item number just a different color yet I still get charged. Doesn't make sense.

Re: "Free Exchanges" - Beware

KathyM23 — Sat, 19 Aug 2017 00:32:09 GMT

I think if you call back again and perhaps get a different, more knowledgeable representative you may get a better solution and your shipping credited back to your account. If not, I would request to speak to a supervisor. This is an exchange, not a different purchase. I think since this is a new policy, some reps aren't up to snuff with the ins and outs and she just gave you a canned response. I'll bet you can get this fixed.

Re: "Free Exchanges" - Beware

millieshops — Sat, 19 Aug 2017 00:38:08 GMT

I wouldn't expect a free exchange for a different item number, BUT I also wouldn't have expected a different item number for a different length - not from a company which offers plus sizes for the same item number and cost as they sell smaller sizes.

I know that's done over and over and over at other companies because I paid the price of a 1X lots of times. And that price is not QVC's $6.95 for shipping - it's routinely $10.

Re: "Free Exchanges" - Beware

Kachina624 — Sat, 19 Aug 2017 00:49:47 GMT

I've heard them say numerous time that the exchange has to be for the same item number but it's unusual for the different length to have its own number. I have a feeling they didn't think of this possibility when they set the new policy. I'd contact the mods and see if they could help.

Re: "Free Exchanges" - Beware

Graciea — Sat, 19 Aug 2017 01:20:23 GMT

I'll give that a try in the morning. Thanks

Re: "Free Exchanges" - Beware

Beth-QVC — Sat, 19 Aug 2017 02:29:03 GMT

@Graciea

I am sorry for any confusion regarding the "free exchanges".Whilst it is true that it has to be the same item number but we still should not have charged for the return. I do see that whoever you spoke to in customer service, did provide a full refund.

Beth QVC

Re: "Free Exchanges" - Beware

Lila4Now — Sat, 19 Aug 2017 03:46:29 GMT

Why do I believe that OP will have her account corrected, but thousands of other QVC customers won't. To me, if they don't catch this error, what they say on air is flat our fraud! I've heard hosts say you could exchange for a different length! You just can't trust what QVC says any longer.

Re: "Free Exchanges" - Beware

makena — Sat, 19 Aug 2017 04:10:39 GMT

@Lila4Now wrote:
Why do I believe that OP will have her account corrected, but thousands of other QVC customers won't. To me, if they don't catch this error, what they say on air is flat our fraud! I've heard hosts say you could exchange for a different length! You just can't trust what QVC says any longer.

What they state is that you can exchange it for same item but different size or color.

It's also written on the page explaining returns and exchanges. "For an exchange, simply use the Q Return Label within 30 days of receipt to return your item for a free replacement of the same item in a different color or size."

Re: "Free Exchanges" - Beware

elated — Sat, 19 Aug 2017 06:02:32 GMT

I wonder how many free exchanges you can make on the same item. What happens if the size still doesn't fit after the first "free exchange" . They never stated how many times they would do it.

Re: "Free Exchanges" - Beware

Graciea — Sat, 19 Aug 2017 16:37:20 GMT

So I did get my money refunded, but as others have said, if they offer in different lengths, then it should be all under the same umbrella.

Re: "Free Exchanges" - Beware

seaBreeze — Sat, 19 Aug 2017 17:28:57 GMT

But if the item is sold out, and no exchange is possible, then it will cost approx. $7 for return shipping. I still will not purchase clothing from the Q.

Re: "Free Exchanges" - Beware

Spurt — Sat, 19 Aug 2017 17:36:44 GMT

@Annabellethecat66 wrote:
I totally agree with the OP. I've always thought it stinks that you get charged for each item when you order two of the same thing, It's the same item number just a different color yet I still get charged. Doesn't make sense.

@Annabellethecat66

Especially if you order the same item in 2 different colors AND THEY SHIP THEM TOGETHER IN THE SAME PLASTIC BAG!!! ---the total weight is not that different---at least before they gave you half off shipping when its the same item in the same order....that seems more fair!

Re: "Free Exchanges" - Beware

SHOPR — Sat, 19 Aug 2017 19:16:07 GMT

@Graciea wrote:
So I did get my money refunded, but as others have said, if they offer in different lengths, then it should be all under the same umbrella.

@Graciea, I'm glad you got your refund, but the sad truth is that this "issue" will probably continue and many will not realize it.

The few times I've looked at shoes here, I noticed that Narrow, Regular, and Wide shoes were sold under the same item number. That's what needs to happen with clothing as well, in order for the new exchange policy to be simplified and actually benefit customers as it is intended.

Re: "Free Exchanges" - Beware

corita — Sat, 19 Aug 2017 19:40:52 GMT

@seaBreeze wrote:
But if the item is sold out, and no exchange is possible, then it will cost approx. $7 for return shipping. I still will not purchase clothing from the Q.
-------------
Exactly what I was thinking when I heard about the "new" return policy. I wear a fairly popular size, so by the time I received the product and returned it...any size close to my size would be gone!!

Re: "Free Exchanges" - Beware

Tantallum — Sun, 20 Aug 2017 06:29:30 GMT

@Graciea wrote:
I recently bought two pair of Isaac Mizrahi jeans. I bought the regular length. When I got them home, I realized that they were a little bit too short so I sent them in for a "free exchange". I just went into my account and saw that I was given a refund and charged for shipping. I went online and chatted with a customer service person who told me that since the item number was different for the tall sizes, the "free exchange" rule did not apply. What? They must say 50 times a day that if something doesn't fit, you can exchange it for free. They say nothing about the item number being the same. It's not my fault that they assigned a different item number to talls than they do to regulars. I think it's very deceptive and unfair.

WOW, that is really shady. Hiding behind the fact that talls have a different item number. What a scam