topic Re: Return Processing & refund! in Customer Care

Return Processing & refund!

ScarletDove — Thu, 14 Sep 2017 17:37:59 GMT

FYI -- Using USPS on my own dime, returned a jewelry item 9/5; QVC received 9/7 and did not process refund until 9/14, then deducted $6.95 for return label when I paid for it through USPS PO. I called CS when I saw the refund $$$ and rep got huffy when I had to repeat myself about not using prepaid label...... Now have to wait another 10 days for the $6.95 to be credited back to my account. This has happened more times than necessary for a return and am losing patience with the continuing and ongoing problems at QVC. Posting this here because I want CS to read my concerns.....

Re: Return Processing & refund!

I am still oxox — Thu, 14 Sep 2017 17:49:40 GMT

Happened to me yesterday I was checking my returns and there was one 6.95 short I immediatly caledl to CS and I hope this will resolve my issue, but the agent sounded like this never happened before

Re: Return Processing & refund!

Susan-QVC — Thu, 14 Sep 2017 17:51:34 GMT

@ScarletDove I am so sorry that is happening to you when returning and paying out of pocket. I have forwarded the feedback to the leadership teams. Thanks for taking the time to post, I understand your concerns and will make sure to express that in my feedback.

Susan Q-Social

Re: Return Processing & refund!

Pearlee — Thu, 14 Sep 2017 17:55:05 GMT

Sadly, this has been happening for years, with QVC making money on people who paid their own postage and didn't catch the error. QVC doesn't seem interested in fixing it. Corporate is well aware of it, if only from my many phone calls to CS. I will say CS is sometimes quite snippy about doing the refund. Heck, all they have to do is look at my order for it, use "track the return" from the Q label info, and see that it wasn't used because there isn't any tracking for the Q return label.

Re: Return Processing & refund!

ScarletDove — Thu, 14 Sep 2017 18:06:08 GMT

@Susan-QVC wrote:
@ScarletDove I am so sorry that is happening to you when returning and paying out of pocket. I have forwarded the feedback to the leadership teams. Thanks for taking the time to post, I understand your concerns and will make sure to express that in my feedback.
Susan Q-Social

@Susan-QVC Thank you very much Susan, I truly appreciate. Unfortunately, the problems keep accumulating, IT problems last night and lost an order (wrote a rant about this one); exchange last week that was treated as a return and charged for return (I did not reorder). Susan, after being a customer since QVC was CVN all these years, the trust level is diminishing.....

Re: Return Processing & refund!

MalteseMomma — Thu, 14 Sep 2017 18:08:11 GMT

QVC has my refund tied up for 2 months on THEIR error!

I have to wait 2 months for a refund on a cancelled item they shipped anyway!!!

Re: Return Processing & refund!

ScarletDove — Thu, 14 Sep 2017 21:21:43 GMT

@Pearlee wrote:
Sadly, this has been happening for years, with QVC making money on people who paid their own postage and didn't catch the error. QVC doesn't seem interested in fixing it. Corporate is well aware of it, if only from my many phone calls to CS. I will say CS is sometimes quite snippy about doing the refund. Heck, all they have to do is look at my order for it, use "track the return" from the Q label info, and see that it wasn't used because there isn't any tracking for the Q return label.

@Pearlee Thanks for your feedback Pearley--and we can multiply yours and my experience by all the others who are having the same problems and wonder.....amazing! I will be thinking carefully moving forward about purchasing....the convenience is too often, effort and inconvenience!

Re: Return Processing & refund!

Miss Elleigh — Thu, 14 Sep 2017 18:13:36 GMT

I too just had this happen to me. I called customer service and I had a wonderful rep. I asked her why is this happening and told her there were a lot of people talking about this on the forum. She did say corporate was aware of this and hopefully it will get taken care of. She was very nice and issued back my 6.95 to me. I sure hope this is resolved soon!

Re: Return Processing & refund!

MalteseMomma — Thu, 14 Sep 2017 18:31:48 GMT

@Miss Elleigh wrote:
I too just had this happen to me. I called customer service and I had a wonderful rep. I asked her why is this happening and told her there were a lot of people talking about this on the forum. She did say corporate was aware of this and hopefully it will get taken care of. She was very nice and issued back my 6.95 to me. I sure hope this is resolved soon!

sigh.................

Re: Return Processing & refund!

Ibby114 — Thu, 14 Sep 2017 18:46:48 GMT

@MalteseMomma wrote:
@Miss Elleigh wrote:
I too just had this happen to me. I called customer service and I had a wonderful rep. I asked her why is this happening and told her there were a lot of people talking about this on the forum. She did say corporate was aware of this and hopefully it will get taken care of. She was very nice and issued back my 6.95 to me. I sure hope this is resolved soon!

sigh.................

But how many times have we not caught this in the past? !! I don't even want to think of all the $$ ....

What I've found to be the most successful option is when I send a return (with my label), I make sure there are no UPC codes on any paperwork. The codes are either not included or I mark them so they can't be scanned. It takes QVC more time to process my return becasue they can't simply scan it - but it seems there's more care taken when they need to process it the 'old school' way.

Re: Return Processing & refund!

I am still oxox — Thu, 14 Sep 2017 19:04:03 GMT

I always print my own proof of purchase and my own UPS label and I was still charged on my last return

Re: Return Processing & refund!

seaBreeze — Thu, 14 Sep 2017 19:45:45 GMT

I thought you gals were kidding....

now it has happened to me~!

I sent an email via Q's website today & awaiting a reply about why .... $6.95 deducted after I took advantage of their "free return" in exchange for another color. Both color choices I said I would accept (size 10) are in stock & have been, yet they did not "send out" the new item, but refunded my money minus shipping. I even included a large 8x11 pc. of paper saying the same thing I wrote on the Return Slip.

I stopped buying clothes for years until this free exchange was enacted.... now more headaches again.

I just want my blue jeans! (Crying like a baby emoji)

Re: Return Processing & refund!

ScarletDove — Sun, 17 Sep 2017 20:02:32 GMT

@Ibby114 wrote:
@MalteseMomma wrote:
@Miss Elleigh wrote:
I too just had this happen to me. I called customer service and I had a wonderful rep. I asked her why is this happening and told her there were a lot of people talking about this on the forum. She did say corporate was aware of this and hopefully it will get taken care of. She was very nice and issued back my 6.95 to me. I sure hope this is resolved soon!

sigh.................
But how many times have we not caught this in the past? !! I don't even want to think of all the $$ ....

What I've found to be the most successful option is when I send a return (with my label), I make sure there are no UPC codes on any paperwork. The codes are either not included or I mark them so they can't be scanned. It takes QVC more time to process my return becasue they can't simply scan it - but it seems there's more care taken when they need to process it the 'old school' way.

@Ibby114 Thanks ever so much for that little tidbit of information......big help for future returns!

Re: Return Processing & refund!

nomless — Thu, 14 Sep 2017 21:56:29 GMT

This happened with nearly all my returns, requiring a call to CS to straighten it out.. I started putting a note on the return slip stating that I paid for the return on my end and did not use the return label, do not deduct the return label fee. When I do that, I am not charged the label fee.

Re: Return Processing & refund!

Kachina624 — Fri, 15 Sep 2017 00:07:31 GMT

Its obvious QVC is deliberately fleecing its customers by charging the $6.95 fee on each and every return without regard for those who pay at the post office. If and when it happens to me, I intend to file a complaint with the Federal Trade Commission. It's easy to do during our present cyber age. All agencies have online complaint forms. I don't know why people put up with it.

Re: Return Processing & refund!

PinkSunset — Fri, 15 Sep 2017 00:30:31 GMT

It's obvious that QVC announced this plan without having the proper software in place or training required to process these as exchanges. They have always made errors, they didn';t fix them before doing this free exchange. Add to that the fact that Synchrony Bank is now who holds your "Q" account and they always muck things up and all that equals loss of business.

Their IT Dept cant even handle their webpage and order process half the time. Disgraceful.

I canceled my account and will not order from them again. Takes too mucharguing and follow up to get things straightened out. They need new leadership.

Re: Return Processing & refund!

Ibby114 — Fri, 15 Sep 2017 19:26:32 GMT

Oh gheez... now I need to exchange an item received yesterday for a different size! I think I'll contact cs and advise them becasue I really don't want this to mess up. Cross your fingers it goes okay!!!