topic Re: New Shipping Charge Policy For Size Exchanges? in Customer Care

New Shipping Charge Policy For Size Exchanges?

handygal2 — Thu, 03 Aug 2017 16:57:48 GMT

There's been some confusion re: an alleged new, more customer-friendly policy for exchanging a garment that doesn't fit, for another size.

Is it true, according to some on-air statements by hosts, that if we want to make an even exchange for the same item in a different size, there are no additional shipping charges for the replacement item?

Please explain this to us.

Re: New Shipping Charge Policy For Size Exchanges?

Jackhound Mom — Thu, 03 Aug 2017 17:31:31 GMT

Thank you Handy! This is a great question and I would also like the answer.

Cathy

Re: New Shipping Charge Policy For Size Exchanges?

GCR18 — Thu, 03 Aug 2017 17:33:24 GMT

I think the hosts are wrong.

Re: New Shipping Charge Policy For Size Exchanges?

shaggygirl — Thu, 03 Aug 2017 18:23:55 GMT

@GCR18 wrote:
I think the hosts are wrong.

Yes if that's what they are saying they are wrong. Already went through my exchanging charges details in the other thread re this topic a little bit ago.

Re: New Shipping Charge Policy For Size Exchanges?

SarahW — Thu, 03 Aug 2017 19:15:41 GMT

Also annoying when I send an item for EXCHANGE, with exchange info noted on the slip... and the handler treats it as a RETURN and does not ship the replacement. I don't know why they don't pay attention to what is on the return/exchange slip.

Re: New Shipping Charge Policy For Size Exchanges?

Beth-QVC — Thu, 03 Aug 2017 19:24:44 GMT

@handygal2

We have had a policy change...now when you want to exchange an item for a different size and/or color , there will be no charge for that. Just has to be the same item you are exchanging for....

Beth QVC

Re: New Shipping Charge Policy For Size Exchanges?

handygal2 — Thu, 03 Aug 2017 19:46:54 GMT

@Beth-QVC wrote:
@handygal2
We have had a policy change...now when you want to exchange an item for a different size and/or color , there will be no charge for that. Just has to be the same item you are exchanging for....
Beth QVC

@Beth-QVC: Thank you for your reply. This is a much more customer-friendly policy!

Please clarify: Does this mean that the customer pays NEITHER the shipping charge to return the item NOR the new shipping charge for the even-exchanged item?

Re: New Shipping Charge Policy For Size Exchanges?

Beth-QVC — Thu, 03 Aug 2017 19:45:57 GMT

@handygal2

Just to clarify - no charge for exchanges to return nor to send out. Must be the same item number....no subsitutions with another item regardless how similiar. And yes, it certainly is more customer friendly and yes the powers that be did listen to the customer on this one!!!!

Beth QVC

Re: New Shipping Charge Policy For Size Exchanges?

handygal2 — Thu, 03 Aug 2017 19:50:31 GMT

@Beth-QVC wrote:
@handygal2
Just to clarify - no charge for exchanges to return nor to send out. Must be the same item number....no subsitutions with another item regardless how similiar. And yes, it certainly is more customer friendly and yes the powers that be did listen to the customer on this one!!!!
Beth QVC

Thank you, @Beth-QVC. And thank you to management for listening! There will be a lot of happy customers!!

Re: New Shipping Charge Policy For Size Exchanges?

shaggygirl — Thu, 03 Aug 2017 20:31:59 GMT

Well then that must be a pretty recent change in policy because in my case my original order for SG pair of pants was placed on June 9th, so probably shipped out within a few days, I returned them within a day or two and my replacement of same item, different size was shipped out on June 29th Paid shipping on both pair and also got charged for using prepaid label on return of original pair.

Re: New Shipping Charge Policy For Size Exchanges?

Beth-QVC — Thu, 03 Aug 2017 20:52:19 GMT

@shaggygirl

Very recent, the change went into effect on August 1.

Beth QVC

Re: New Shipping Charge Policy For Size Exchanges?

GCR18 — Thu, 03 Aug 2017 22:43:57 GMT

@GCR18 wrote:
I think the hosts are wrong.

Bowl me over. I asked Beth on another thread about the communication plans. She will pass along the feedback.

Re: New Shipping Charge Policy For Size Exchanges?

Tadaki — Fri, 04 Aug 2017 04:55:38 GMT

Wish I had known. I ordered 2 of the Linea sleeveless turtlenecks but canceled because the measurements were different than on other Linea items I have. Just didn't want to take a chance on spending $10 per item to find out I had the wrong size. Decided to wait for reviews on the fit. Of course by then not sure what colors and sizes will be left.

Re: New Shipping Charge Policy For Size Exchanges?

LogoFan — Fri, 04 Aug 2017 21:42:32 GMT

@GCR18 wrote:
@GCR18 wrote:
I think the hosts are wrong.
Bowl me over. I asked Beth on another thread about the communication plans. She will pass along the feedback.

Does your statement mean that they are going to issue a communication that this is a new policy? I called QVC today because host Sharon Faetsch stated in 2 separate shows that QVC offers free exchanges and will even pay for return Shipping. I seldom do an exchange but did recently and was charged the $6.95 return fee, even though exchanging for new size of same item only.

They really do need to let customers know of this change. Makes a difference

Re: New Shipping Charge Policy For Size Exchanges?

Catch71 — Sat, 05 Aug 2017 01:22:58 GMT

@LogoFan wrote:
@GCR18 wrote:
@GCR18 wrote:
I think the hosts are wrong.
Bowl me over. I asked Beth on another thread about the communication plans. She will pass along the feedback.
Does your statement mean that they are going to issue a communication that this is a new policy? I called QVC today because host Sharon Faetsch stated in 2 separate shows that QVC offers free exchanges and will even pay for return Shipping. I seldom do an exchange but did recently and was charged the $6.95 return fee, even though exchanging for new size of same item only.

They really do need to let customers know of this change. Makes a difference

Change just took effect on August 1st.

Re: New Shipping Charge Policy For Size Exchanges?

PA Girl 58 — Wed, 23 Aug 2017 11:49:51 GMT

I called yesterday to asked about your new exchange policy, and I was told by customer service that I would be charged to return them for exchange, so I just returned. You need to talk to your customer service reps.

Re: New Shipping Charge Policy For Size Exchanges?

yamma024 — Fri, 25 Aug 2017 02:39:50 GMT

What happens if when you make a purchase thinking if it is the wrong size you can exchange it for a different size and that happens and the size you need is no longer available? Are you charged the return fee then?

Re: New Shipping Charge Policy For Size Exchanges?

Pearlee — Fri, 25 Aug 2017 03:32:49 GMT

@yamma024 wrote:
What happens if when you make a purchase thinking if it is the wrong size you can exchange it for a different size and that happens and the size you need is no longer available? Are you charged the return fee then?

@yamma024

Here is the policy as stated on this site:

What's your policy for exchanges?

If you're not satisfied with your purchase for any reason, our return policy allows you to send back returns-eligible merchandise within 30 days of the date you received the package for an exchange. Simply use the Q Return Label within 30 days of receipt to return your item for a free replacement of the same item in a different color or size. If your request for an exchange results in any additional merchandise or shipping costs, and you paid by credit card, your credit card will be charged for those additional costs. Payment methods other than a credit card may result in an order cancellation & a refund may be issued. If the requested exchange is no longer available, including items on waitlist and advance order, QVC will issue a refund and not deduct the Q Return Label fee.

Re: New Shipping Charge Policy For Size Exchanges?

DeniseColo — Fri, 25 Aug 2017 04:05:25 GMT

@yamma024 wrote:
What happens if when you make a purchase thinking if it is the wrong size you can exchange it for a different size and that happens and the size you need is no longer available? Are you charged the return fee then?

@yamma024 - Welcome to the forums!

According to Alice-QVC "...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."

You can see Alice's original response in the 19th message of this thread.. https://community.qvc.com/t5/Q-Talk/So-much-for-exchanges-without-extra-shipping/td-p/4022756 I saved a screenshot of it for quick & easy future reference.

Re: New Shipping Charge Policy For Size Exchanges?

Pearlee — Fri, 25 Aug 2017 04:54:33 GMT

@DeniseColo Did you see my post right above yours? It's the written policy that is stated on this site and states clearly if the item is sold out you will not be charged the return label fee if you had wanted an exchange.