topic Re: So much for exchanges without extra shipping in Q Talk

So much for exchanges without extra shipping

CLEM — Wed, 23 Aug 2017 14:55:40 GMT

I had ordered a pair of Denim & Co pants, but when they arrived they were a bit too big. So I returned them and clearly marked the slip to exchange with the new size and that I wanted the same color. Marked extra bold since this is new and I wanted to be sure the people in the warehouse to see it.

I received a refund fairly fast with the shipping deducted.

I wonder if QVC employees have been notified about this new policy?

Re: So much for exchanges without extra shipping

Kachina624 — Wed, 23 Aug 2017 14:58:32 GMT

@CLEM Is it possible they no longer had the size you wanted in stock?

Re: So much for exchanges without extra shipping

mistyada — Wed, 23 Aug 2017 15:01:59 GMT

If you did not ask for exchange of pants, they will charge shipping. If you asked for a refund because they were too big, they will charge you. Only if you get another pair is free shipping.

Re: So much for exchanges without extra shipping

qvcaddition — Wed, 23 Aug 2017 15:10:10 GMT

@mistyada

@mistyada wrote:
If you did not ask for exchange of pants, they will charge shipping. If you asked for a refund because they were too big, they will charge you. Only if you get another pair is free shipping.

She clearly stated, she marked exchanged boldly.

Re: So much for exchanges without extra shipping

qvcaddition — Wed, 23 Aug 2017 15:12:15 GMT

@CLEM

@CLEM wrote:
I had ordered a pair of Denim & Co pants, but when they arrived they were a bit too big. So I returned them and clearly marked the slip to exchange with the new size and that I wanted the same color. Marked extra bold since this is new and I wanted to be sure the people in the warehouse to see it.

I received a refund fairly fast with the shipping deducted.

I wonder if QVC employees have been notified about this new policy?

Properly they didn,t take the time to read your request. That is the service world out there today.

Re: So much for exchanges without extra shipping

Anonymous — Wed, 23 Aug 2017 15:19:23 GMT

Hi @CLEM, I am so sorry that happened. Please email us at QVCSocialTeam@qvc.com and we will look into this for you.

Re: So much for exchanges without extra shipping

StraytoStay — Wed, 23 Aug 2017 17:49:55 GMT

@CLEM they did this snaffu to me, too. I boldly wrote an exchange for color stone in the Or Paz TSV bracelet and got the email saying my exchange will be in the mail, but went into my account to check on shipping and tracking & there was a "cancelled" on my exchange and I didn't do it. Looks like Qvc wanted to save $15, thinking I'd reorder it full cost, and charged me return shipping! The size I need has all stones in stock. Since I have returned all orders due to this, pointing out their being stingy & have not ordered anything further.

Re: So much for exchanges without extra shipping

Kachina624 — Wed, 23 Aug 2017 17:47:32 GMT

So, what happens if you ask for an exchange of the same item, different size or color but it's no longer available? Are you then charged, although it's not your fault? What about the instance when a different size or color of the same item has a different item number?

Seems like there are a lot of loopholes which aren't fully explained by this new policy. It wasn't well thought out.

Re: So much for exchanges without extra shipping

PINKdogWOOD — Wed, 23 Aug 2017 18:20:21 GMT

@CLEM I've done a couple of exchanges prior to new policy. It's been my experience they credit back what I returned then when the exchange was sent out they charged me again.

It sounds like they did the same with you but now with new policy they will not be charging s/h again on the exchange item.

Re: So much for exchanges without extra shipping

PINKdogWOOD — Wed, 23 Aug 2017 18:23:47 GMT

@CLEM The flip side is, is that when they get your return and see you wish to exchange and your color and/or new size is sold out, again they credit back your return. I am assuming you use their label so you won't get back s/h to you for first purchase nor their $6.95 return label charge.

Make sense?

Re: So much for exchanges without extra shipping

SunValley — Wed, 23 Aug 2017 18:52:15 GMT

@Kachina624 wrote:
So, what happens if you ask for an exchange of the same item, different size or color but it's no longer available? Are you then charged, although it's not your fault? What about the instance when a different size or color of the same item has a different item number?

Seems like there are a lot of loopholes which aren't fully explained by this new policy. It wasn't well thought out.

I have the same questions @Kachina624. Many times in clothing it's one order for the season, so colors and sizes sell out quickly. If an exchange size or color is unavailable, who pays for the return shipping of the original item? I assume we do as it's treated like a return, so there is still a risk in buying that one will end up paying $10 to try something on.

Re: So much for exchanges without extra shipping

lovemyparrot — Wed, 23 Aug 2017 19:19:43 GMT

I totally agree with the above two posts. All this talk about free exchanges and you can buy without worrything about size etc. as they will just send you another in a different size!!! Its really hogwash as mostly the size and/or color you want is now unavailable and you are given a refund MINUS shipping both ways.

Don't fall for it ladies !!!!

Re: So much for exchanges without extra shipping

theladyinred — Wed, 23 Aug 2017 19:36:53 GMT

Interestingly enough the very same thing happned to me i clearly sent back a pair of Women with Control leggings to EXChange for a smaller size, I used the prepaid shipping label./ The exchange was clearly marked, QVC promptly refunded me the money and deducted the $6.95 return fee.

The size I wanted was in stock, I called to complain to the customer service operator who had no clue at all about the "free exhange" and ttook a brand new order for the same leggings I had orginally asked for a size exchange and promptley charged me a new shipping fee.....................

I am about done, I called customer service back to explain this yet again and have the second shipping fee removed, and had no luck, the operator I spoke to could not or would not understand. She too seemed to have no idea about the concept of exchanges without extra shippping

The time and effor to do this was two hours a day for two days ( 4hours total)..................which involves, finding a quiet place to speak while I am working. Certainly not worth the effort anymore.

Re: So much for exchanges without extra shipping

faeriemoon — Wed, 23 Aug 2017 20:02:25 GMT

Can someone clarify this for me? If I return a pair of pants (for example) for a smaller size, am I NOT charged for the return fee , and NOT charged for the shipping on the replacement pair? That is TRULY the only way they can rightfully say exchanges are FREE.

Re: So much for exchanges without extra shipping

seaBreeze — Wed, 23 Aug 2017 20:33:55 GMT

faeriemoon wrote:

@Anonymous Can you please answer question below, in bold text ... I understand that if I mark 'exchange' and the item is in stock, I do not have to pay anything ("back or forth" for the exchange) ... I emailed QVC twice, and also asked same question below on a forum, and did not get a satisfactory answer:

If I return for exchange and my 'new' size is sold out, am I charged for the $6.95 return shipping fee when QVC credits my account for the return of the size that didn't fit? Thanks! @faeriemoon

Re: So much for exchanges without extra shipping

CLEM — Thu, 24 Aug 2017 00:03:19 GMT

Hi Ladies, thanks for all your responses. I have immediately checked about availability of the item and it is still in stock in the color I want as well as the size. And they are still in stock.

I will get in touch with the QVC Social Team.

Thank you so much for suggesting this @alice@qvc

Re: So much for exchanges without extra shipping

Kachina624 — Thu, 24 Aug 2017 02:54:49 GMT

It seems as though no answers to our questions are forthcoming. If I'd sent in a request for an exchange and was charged a return shipping fee, I'd be raising Cain with someone.

Re: So much for exchanges without extra shipping

DeniseColo — Thu, 24 Aug 2017 04:45:47 GMT

@theladyinred wrote:
Interestingly enough the very same thing happned to me i clearly sent back a pair of Women with Control leggings to EXChange for a smaller size, I used the prepaid shipping label./ The exchange was clearly marked, QVC promptly refunded me the money and deducted the $6.95 return fee.

The size I wanted was in stock, I called to complain to the customer service operator who had no clue at all about the "free exhange" and ttook a brand new order for the same leggings I had orginally asked for a size exchange and promptley charged me a new shipping fee.....................

I am about done, I called customer service back to explain this yet again and have the second shipping fee removed, and had no luck, the operator I spoke to could not or would not understand. She too seemed to have no idea about the concept of exchanges without extra shippping

The time and effor to do this was two hours a day for two days ( 4hours total)..................which involves, finding a quiet place to speak while I am working. Certainly not worth the effort anymore.

@theladyinred - I'm sorry that you have spent so much time on this and still haven't received satisfaction (your "free" exchange) yet. Personally, I use the online chat or contact the forum mods for customer service issues. The chat feature is really simple to use, happens in real time, and, for me, is less stressful than calling. Sometimes you do have to wait on-hold for a rep but it feels less annoying than waiting over the phone.

My top choice for CS is to email the forum moderators directly. Their email address is: QVCSocialTeam@qvc.com. I think the mods provide excellent customer assistance and really seem to be interested in and have the ability to resolve issues. If you are still interested in getting your exchange order corrected, I highly recommend emailing the mods. I think you will be pleased with the outcome plus you can send your email whenever it is convenient for you. Then you can go about your day and check back later on for a reply. Just be advised that you generally do not get an immediate response when emailing the mods.

Just thought I'd share my preferences in case you or others haven't tried these other avenues for customer assistance.

Re: So much for exchanges without extra shipping

Anonymous — Thu, 24 Aug 2017 12:36:57 GMT

Hi @seaBreeze If you return an item for exchange of the same item and Item Number within the 30 day return policy you should not be charged postage even if the size you are requesting is sold out.

Re: So much for exchanges without extra shipping

theladyinred — Thu, 24 Aug 2017 18:00:58 GMT

@DeniseColo

Thank you so much for you time and response to my post. I will do exactly as you suggested. You are most kind.