topic Re: 2 identical returns handled differently in Customer Care

2 identical returns handled differently

CalminHeart — Sun, 06 Mar 2016 13:06:42 GMT

Hi! I returned 2 pair of the Clarks TSV shoes a couple of weeks ago. They were in separate packages. Both pair were clearly marked defective along with an explanation. You waived the return shipping on one but not the other. Do you know why? Thank you.

Re: 2 identical returns handled differently

Silver Fox1 — Sun, 06 Mar 2016 13:11:51 GMT

I would call customer service, I'm sure they would take care of it for you. They are great !!

Re: 2 identical returns handled differently

millieshops — Sun, 06 Mar 2016 14:00:46 GMT

I bet the reason is that the two packages were handled by two different employees and only one bothered to read your instructions. I, too, would call CS. In fact, whenever I make a return like yours where I know the fault is not mine, I call CS BEFORE I mail my package and tell them the problem and have it noted in my file. Takes almost no time and saves that time and more should someone not follow procedure.

Just picture those huge warehouses and the moving conveyor belts and workers earning a relatively small wage, Yes, they should do the job they are hired for, but all it takes is one employee whose grade for the day would be a B and you don't get your refund automatically! Imagine if that same employee would earn a "c" and you wouldn't have gotten either refund. Is there a way company policy can eliminate all human error? I doubt it, so I try to protect myself

Re: 2 identical returns handled differently

Kim-QVC — Sun, 06 Mar 2016 14:46:14 GMT

@CalminHeart wrote:

Hi! I returned 2 pair of the Clarks TSV shoes a couple of weeks ago. They were in separate packages. Both pair were clearly marked defective along with an explanation. You waived the return shipping on one but not the other. Do you know why? Thank you.

Hi @CalminHeart, I'm sorry that happened. I refunded the fees that were deducted on the return and I apologize that you had to return these defective shoes to us. Thank you for posting in our forums! ~Kim

Re: 2 identical returns handled differently

shaggygirl — Sun, 06 Mar 2016 14:54:45 GMT

You got not just one but TWO PAIRS OF DEFECTIVE CLARK'S? Guess I won't be ordering any of that brand from QVC.

Re: 2 identical returns handled differently

PINKdogWOOD — Sun, 06 Mar 2016 15:01:55 GMT

@CalminHeart Be really glad you actually received credit for one of your s/h due to marking return DEFECTIVE.

I've sent back on 2 occasions totally defective items AND after speaking with a CS still did not get my s/h back.

Yet more continuous problems in the infamous RETURNS dept. Anymore it doesn't at all behove any of us to return anything. They just toss the stuff in another plastic bag and send it back out to another innocent victim who gets something broken, dirty, used after paying FULL price.

Trust me, I speak the truth because it's happened to me.

Re: 2 identical returns handled differently

Silver Fox1 — Sun, 06 Mar 2016 15:06:54 GMT

I myself love Clarks, I now have 8 pairs that I have ordered from the Q and never had a problem with any of them. I think they are one of the best shoes on the market. I would say what Calmintheheart experienced is definietly not the norm !

Re: 2 identical returns handled differently

CalminHeart — Sun, 13 Mar 2016 12:50:43 GMT

@Kim-QVC wrote:
@CalminHeart wrote:
Hi! I returned 2 pair of the Clarks TSV shoes a couple of weeks ago. They were in separate packages. Both pair were clearly marked defective along with an explanation. You waived the return shipping on one but not the other. Do you know why? Thank you.
Hi @CalminHeart, I'm sorry that happened. I refunded the fees that were deducted on the return and I apologize that you had to return these defective shoes to us. Thank you for posting in our forums! ~Kim

Thank you!

Re: 2 identical returns handled differently

Pearlee — Sun, 13 Mar 2016 20:30:56 GMT

@PINKdogWOOD wrote:

I've sent back on 2 occasions totally defective items AND after speaking with a CS still did not get my s/h back.

@PINKdogWOOD That has happened to me in the past also. That is why I stopped making the first phone call. Why waste my time? I only call CS if, after I've written defective with a reason why on the return slip, I don't get my S&H back because most times they do et it right at the warehouse, but not all times.
Otherwise it's two phone calls to CS and wasted time on hold.

Re: 2 identical returns handled differently

PINKdogWOOD — Mon, 14 Mar 2016 11:20:14 GMT

To write extra post it notes even AFTER noting a product is broken/defective does not work either because NO ONE in RETURNS reads or cares about our notes. Waste of time.