topic Re: You need to be aware..... in Community Chat

You need to be aware.....

kb122402 — Sat, 25 Feb 2017 03:42:29 GMT

People need to beware! I called customer service this morning on some issues with a current return and refund.

While on hold I saw an item that I had previously returned because it was defective. When I returned it I marked on the return slip it was defective and told why it was defective, but I noticed I was charged for return shipping and did not receive a full refund on the order itself.

I asked customer service about it and was told that if customers have a defective item you have to call customer service to report it. I was told it doesn't matter what is marked or noted on the return slip. If you do not call you do not receive a full refund for your initial purchase and return shipping. I was told the people handling the returns just unbox them and do not pay attention to anything written on the return paper.

Imagine my surprise! What is the point of having us mark on the back of the return the reason for the return? Why is it not clearly marked that if item is defective you have to call customer service before item is returned in order to get the proper refund?

I was neglectful in not following up on the item to see if it was processed correctly. I do not return many items but in going back I did find items that were returned because of a defect and on most I did not receive the proper refund. Very discouraged and disappointed in how this is being handled. In addition to customers not receiving the proper refunds how many items are being reshipped even if they are defective because the warehouse doesn't read the return slips?

So just be aware of you are returning anything to call customer service and then followup on the actual refund you receive.

BTW the initial reason for calling customer service this morning was because I had called customer service about an issue with some Clark shoes and was assured QVC made the error, and I was to return the shoes and a full refund would be given. Instead of being given a refund of almost $72 I was only given $36. So even if you call customer service you still have to be diligent and follow through.

Re: You need to be aware.....

makena — Sat, 25 Feb 2017 03:45:43 GMT

I've never had to do that. Is this a new rule? If so, they should put it on the slip.

Re: You need to be aware.....

SunValley — Sat, 25 Feb 2017 03:47:25 GMT

I called yesterday about a defective item and CS said marking it on the return slip was sufficient. So now I have no idea which method will ensure I get my postage refunded. I will be sure to check the return amount. There should not be differing information from CS.

Re: You need to be aware.....

IMW — Sat, 25 Feb 2017 03:47:28 GMT

I always call if there is a defect, and have never had a problem getting s&h refunded.

I don't think QVC policy is unreasonable.

Sorry you had an issue.

Re: You need to be aware.....

GCR18 — Sat, 25 Feb 2017 03:50:16 GMT

I never heard of that either. Sounds like a new c/s rep.

Re: You need to be aware.....

Plaid Pants2 — Sat, 25 Feb 2017 03:53:49 GMT

I have never had to call when I sent something back that was defective.

I just marked it on the slip, and I always got all my money back.

Re: You need to be aware.....

kb122402 — Sat, 25 Feb 2017 03:55:10 GMT

I don't think the policy is unreasonable but we need to know what the true policy is and then it needs to be honored on both sides. We assume since it is not indicated on return slip that we are not required to call. We assume since there is a box to check if item is defective and reason why that this is all that is needed to receive the proper refund. I understand that there are probably people who unfortunately mark things defective that are not because they do not want to pay for return shipping and lose their original shipping. But I think this is probably the exception to the rule. There just needs to be a very clearly indicated procedure and policy and then we can do what is required and receive the proper refund. The return shipping charges are costly enough now that throwing away $6.95 to $10.95 for return shipping is not an option for me and then you also lose your orignial shipping charges.

Re: You need to be aware.....

Spurt — Sat, 25 Feb 2017 03:59:24 GMT

I returned a defective item and I did call to advise QVC of the issue and to assure I would receive my original shipping and wouldn't be charged for the cost of mailing the item back. I did follow up and was properly refunded....

Re: You need to be aware.....

kb122402 — Sat, 25 Feb 2017 04:00:08 GMT

At first I thought that maybe that was the case which it may be, but then you have to wonder does the warehouse have a group of people who are handling the returns that do not know the proper procedure either. I just made the comment so people could watch their refunds closely as probably most of us cannot afford to throw away good money. I'm glad to hear you did not have an issue as there have been times mine was handled correctly but in looking back there were more handled incorrectly than correctly.

Re: You need to be aware.....

StraytoStay — Sat, 25 Feb 2017 04:11:19 GMT

They need better quality assurance, too. I've had to return for three badly sewn necklines this year so far, one by Liz Claiborne and two by Denim & Co.

Re: You need to be aware.....

Plaid Pants2 — Sat, 25 Feb 2017 04:13:43 GMT

Can one call customer service and give them a heads up that a defective item is being returned?

Sure, one can do that.

But, it is not a requirement to do so.

I have returned defective items before, and all I did was just mark the slip, and I got all of my money back, and no phone call was made.

So, while a call couldn't hurt, it's certainly not a requirement to do so.

Re: You need to be aware.....

Lovingq — Sat, 25 Feb 2017 04:19:39 GMT

@Plaid Pants2 wrote:
Can one call customer service and give them a heads up that a defective item is being returned?

Sure, one can do that.

But, it is not a requirement to do so.

I have returned defective items before, and all I did was just mark the slip, and I got all of my money back, and no phone call was made.

So, while a call couldn't hurt, it's certainly not a requirement to do so.

I agree and not only that but one time when I did call I got this snotty c/s rep who said YOU don't decide what is defective, the warehouse does. I just said uh huh and hung up and yes I got the correct amount back from the warehouse. So when you call just to give them a simple head's up thinking you're doing the right thing, no, sometimes it's not only not appreciated but you'll be met with a snotty response as well.

Re: You need to be aware.....

VenturaHighway — Sat, 25 Feb 2017 04:24:16 GMT

I always call a company when something is wrong with my order or the product is defective. Not just here. Two ways for a refund is better than one.

Re: You need to be aware.....

september — Sat, 25 Feb 2017 04:26:11 GMT

There have been times when I've returned an item and filled out the slip and marked my reason for returning it...defective..and under comments, added more info. Yet I was still charged the return shipping fee and had to call CS to get it reversed. Yes, they fixed it, but yes you do need to be aware that it doesn't always work out right the first time.

Re: You need to be aware.....

Irshgrl31201 — Sat, 25 Feb 2017 04:32:12 GMT

When I used to shop more with QVC I have had that happen several times. Not this exact situation but a different answer when talking to two different CS reps. One thing I really like with a business and expect is consistency across the board and I noticed years ago that was happening less and less with QVC. I haven't shopped there in a while like I used to so I can't speak to how it is now.

Thanks for the heads up @kb122402. I am sure this will be helpful for some here.

Re: You need to be aware.....

Mistreatedbycs — Sat, 25 Feb 2017 04:37:51 GMT

Sorry this happened to you but as for your 1st post, I'm not sure you were accurately informed as to the policies in place at the Q.

Sometimes we get all involved in wanting to ensure we get our credits and somehow the communication gets lost.

Some people may interpret the word "defective" as 2 different schools of thought and some may just try to mark everything defective so they get the original shipping and handling returned. I'm sure in any way referencing your returns but I always call if there is a problem, it gets resolved immediately.

Re: You need to be aware.....

itiswhatitis — Sat, 25 Feb 2017 04:38:38 GMT

Thank you for the heads up!

Re: You need to be aware.....

makena — Sat, 25 Feb 2017 04:46:34 GMT

Sometimes it's lack of communication on one or both parts; people half listen when being told something and in some cases the person providing the information has misspoken.

Re: You need to be aware.....

mousiegirl — Sat, 25 Feb 2017 05:04:43 GMT

@kb122402 wrote:
People need to beware! I called customer service this morning on some issues with a current return and refund.

While on hold I saw an item that I had previously returned because it was defective. When I returned it I marked on the return slip it was defective and told why it was defective, but I noticed I was charged for return shipping and did not receive a full refund on the order itself.

I asked customer service about it and was told that if customers have a defective item you have to call customer service to report it. I was told it doesn't matter what is marked or noted on the return slip. If you do not call you do not receive a full refund for your initial purchase and return shipping. I was told the people handling the returns just unbox them and do not pay attention to anything written on the return paper.

Imagine my surprise! What is the point of having us mark on the back of the return the reason for the return? Why is it not clearly marked that if item is defective you have to call customer service before item is returned in order to get the proper refund?

I was neglectful in not following up on the item to see if it was processed correctly. I do not return many items but in going back I did find items that were returned because of a defect and on most I did not receive the proper refund. Very discouraged and disappointed in how this is being handled. In addition to customers not receiving the proper refunds how many items are being reshipped even if they are defective because the warehouse doesn't read the return slips?

So just be aware of you are returning anything to call customer service and then followup on the actual refund you receive.

BTW the initial reason for calling customer service this morning was because I had called customer service about an issue with some Clark shoes and was assured QVC made the error, and I was to return the shoes and a full refund would be given. Instead of being given a refund of almost $72 I was only given $36. So even if you call customer service you still have to be diligent and follow through.

@kb122402 I have always called customer service first before I return anything that is defective, and am usually told that it will be noted.

Re: You need to be aware.....

Venezia — Sat, 25 Feb 2017 05:44:22 GMT

I just recently had to return a couple of orders for items that were defective. I simply checked that box and added a comment as to why the items were defective. I certainly never made any phone calls and there is no requirement to do so.

I got my full refunds, including original and return S&H costs.