topic Re: Problem with new Exchange process in Community Chat

Problem with new Exchange process

schultzmom — Fri, 01 Sep 2017 17:41:21 GMT

I was delighted to see QVC change their exchange policy. I suspect it was done because they we're losing business because of inconsistent sizing. I ordered and received 2 Cuddle Duds jackets in my regular size. They were HUGE so I returned and requested a smaller size. When I checked my online orders today it showed they received both back, are processing a replacement for one and CANCELLED the other. When I called customer service to ask why I was told there is a "glitch" in the system! How could a company such as QVC that relays on technology so heavily roll out a process with sufficient testing?

Re: Problem with new Exchange process

Kachina624 — Fri, 01 Sep 2017 18:01:03 GMT

@schultzmom You are asking this question of your fellow customers. I can assure you we usually have no idea why they do what they do. This procedure was not well thought-out. It's like someone who really wasn't aware of how things are done, came up with it. Now CS and others who serve the customers must live with it and try to make it work.

Re: Problem with new Exchange process

Double-D — Fri, 01 Sep 2017 18:12:55 GMT

The same thing happened to me!! QVC keeps on & on about the exchange services so I decided to give it a try with a pair of Clarks shoes. My regular size arrived & they were too small so exchanged for larger size. Few days later order said "processing". Next time I looked it said "cancelled". I called & CS could not give me a reason as to why that happened. She did say others had called about same issue!! She was very happy to help me reorder & apologized. I will not try it again. I still don't have shoes yet.

Re: Problem with new Exchange process

Skididdy — Fri, 01 Sep 2017 18:15:37 GMT

I had the very same problem. Returned 3 for the LARGE as the xl was huge.

I have not called yet. Shows cancelled also.

Hopefully they will ship shortly ?

Getting the kinks out prior to the big exchange reveal would have been a great idea.

Re: Problem with new Exchange process

DJs mom — Fri, 01 Sep 2017 20:20:23 GMT

For those of you who sent items back for exchanges make sure to check your account that QVc did not charge your for return shipping or shipping the new size out to you. If they did, call CS and get it refunded.

Re: Problem with new Exchange process

pattypeep — Fri, 01 Sep 2017 23:21:36 GMT

Same thing happened to me. I called CS and was told "I guess you'll just have to reorder". I said I don't want to pay for shipping again, that's not how it's supposed to work. Did a "chat" and the very helpful person reordered for me, plus gave me a $10 credit due to the hassle. Gosh, you'd think if they are going to start a system like this, they would have made sure IS did their homework and the staff accepting the returns knew what the heck they were doing. What a pain.

Re: Problem with new Exchange process

tsavorite — Sat, 02 Sep 2017 00:15:09 GMT

Oh just great! I recently returned a Denim Co clearance top...the color looked awful on me...size was fine....so I requested a different color same size used that return lable...marked it exchange. It's been awhile and no activity on it posted yet....I hope they process it correctly. Thanks for the heads up!

Re: Problem with new Exchange process

AmericanBulldogMom — Sat, 02 Sep 2017 05:45:16 GMT

Same issue. Only has 1 exchange worked so far. Very frustrating.

Re: Problem with new Exchange process

tsavorite — Sat, 02 Sep 2017 18:18:39 GMT

@tsavorite wrote:
Oh just great! I recently returned a Denim Co clearance top...the color looked awful on me...size was fine....so I requested a different color same size used that return lable...marked it exchange. It's been awhile and no activity on it posted yet....I hope they process it correctly. Thanks for the heads up!

Update: just checked the status on mine....had to go under returns to find it....sure enough...they did a return and charged me both ways shipping...no exchange! And the item/size/color requested is in stock!

I WON'T BE DOING THAT AGAIN.....and am going to cancel several clothing orders I have in process right now.

Re: Problem with new Exchange process

chrystaltree — Sat, 02 Sep 2017 22:14:47 GMT

Sounds like the return procedure is a work in progress.

Re: Problem with new Exchange process

Beth-QVC — Sun, 03 Sep 2017 01:20:27 GMT

@tsavorite

I am so sorry that the "free exchange" process did not work in your case. There are still glitches in the process unfortunately. I would be happy to process an exchange for you (gauranteed free!) or if it is too late I will refund the full amount. Please let me know!

Beth QVC

Re: Problem with new Exchange process

truffle — Sun, 03 Sep 2017 01:41:50 GMT

With all due respect, the glitch is failure to communicate to their employees how this works. Also, if something drop shipped from a manufacturer, how in the world are you going to get them onboard when Qvc warehouses can't get it right?

Much easier to write a program that allows the customer to do their own free exchanges online. But realizing Qvc has lousy programmers to implement such an "innovative" idea better just to have the customer talk to a rep and do the exchange as a reorder and not charge for shipping.

In fact, why would anyone waste precious time for an exchange when chances are it will be sold out by the time it reaches the warehouse?

The whole idea needs to be scrapped and reworked. JMHO.

Re: Problem with new Exchange process

tsavorite — Sun, 03 Sep 2017 01:58:06 GMT

@Beth-QVC wrote:
@tsavorite
I am so sorry that the "free exchange" process did not work in your case. There are still glitches in the process unfortunately. I would be happy to process an exchange for you (gauranteed free!) or if it is too late I will refund the full amount. Please let me know!
Beth QVC

Hello Beth...thank you....refunding the shipping fees would be appreciated at this point. I sure hope they work this system out better in the future.

Edit....it was the Denim Co. lace V neck tank shirt...

Re: Problem with new Exchange process

Beth-QVC — Sun, 03 Sep 2017 02:26:22 GMT

@tsavorite

I will refund you then. Again my apologies...

Beth QVC

Re: Problem with new Exchange process

nina999 — Sat, 31 Oct 2020 04:58:31 GMT

I sent back my exchange for a different size, it wasn't processed, I called CS the said the return was in the warehouse and they would send out the replacement, I chaecked my order now ir shows charges for two of them, called CS again they tried to say it shows on my side but not theirs, That doesn't sound right at all. I have been a customer since the beginning but I never exhange things, Is this how they doe business?