topic Re: Check Your Exchanges! in Q Talk

Check Your Exchanges!

luvluvluv — Tue, 05 Sep 2017 14:06:17 GMT

I know the issue of the new exchange policy has been brought up in other posts, but I wanted to reiterate that we need to check the status of all our exchanges. I just got off the phone with CS about not receiving a refund for the $6.95 shipping label fee for an exchange that was sold out in the color I requested. I had to tell her that the new exchange policy states that the shipping label fee will be refunded if the item is sold out in the requested size/color. QVC needs to make sure CS and those processing exchanges are aware of the new policy. Also, if you have recently sent an item back for exchange, check your Order Status to make sure the exchange is being processed. On a separate exchanged item, I received an exchange confirmation email saying my exchange is being processed but the Order Status had the exchanged order as canceled. The CS rep said it was a system error. I should have been refunded the shipping label fee for that order as well since I did not cancel the order.

Re: Check Your Exchanges!

Leelee1123 — Tue, 05 Sep 2017 14:53:43 GMT

the same exact thing just happened to me! And when they cancelled the exchange they refunded my return but charged me the 6.95! There were plenty in stock of the new size that I wanted. The cs rep didnt say it was a glitch she said there was probably none left in stock at the time. Uh no no no! I was checking and theyre were plenty. She kept giving me the run around. Plus I got an email that all was ok with the exchange. SO strange. She did say the 6.95 was an error. (yeah only cause you got caught). So she did a reorder for the new size on the spot. BUt I had to remind her to give me the TSV price and 2 easy pays like the original. Im exhausted!!!

Re: Check Your Exchanges!

luvluvluv — Tue, 05 Sep 2017 15:01:27 GMT

It is exhausting! Is it too much to ask for things to be done correctly, especially when the hosts are all gushing about the new exchange policy?

Re: Check Your Exchanges!

racada — Tue, 05 Sep 2017 17:39:08 GMT

This is turning into a huge problem for QVC and their customers. I have been a customer since the beginning and have never had problems with returns or orders until now. I cannot believe with all I have read here and experienced myself that QVC has apparently done nothing to address this issue. They hype this great new policy and those processing it on their end have failed miserably with it.

I recently returned a clothing item that I had ordered in my usual size from a vendor that I have ordered from before, so the size should not have been an issue. However, when I received this item.....it was HUGE. The item was sold out in all other sizes in the color I had ordered, so I could not exchange for a replacement size. I noted this on the return, and I was still charged for the return shipping label cost of $6.95. Why have a comment area on the return form if no one is going to read it, or if they are going to chose to ignore it? So for this item, which I purchased on 3 easy payments, the initial charge was $19.80, after returning it and having the original $3.00 shipping and the return $6.95 shipping deducted, I was credited for $9.85......just to basically try on an item it cost me $10.00.

Please QVC take care of this now. I believe you must have lost and will continue to lose customers if you do not. While it is always good to be proactive on checking status' on returns, you should not have to do it in order for it to be done correctly. I am beginning to wonder if anyone there remembers what QVC stand for.

Re: Check Your Exchanges!

Ibby114 — Tue, 05 Sep 2017 18:58:44 GMT

I got charged the return shipping fee last week when an item I was returning was defective- the fee on that item was waived. But because I included another item in the box - which was a 'regular' return- they charged me $6.95 !! THis really is a money making operation for QVC- the rep credited me the $6.95 fortunately.