topic Re: Having to pay return shipping on broken item in Customer Care

Having to pay return shipping on broken item

KKJ — Sat, 10 Nov 2018 18:47:58 GMT

I've been a QVC shopper for many many years and only recently had to return an item. A small appliance did not work when I got it so now must send it back. But since the product was defective why must I pay for the return shipping? Doesn't seem fair.

Re: Having to pay return shipping on broken item

Nightowlz — Sat, 10 Nov 2018 18:51:17 GMT

You don't have to pay return shipping plus you should get refund on original shipping. You should receive full credit on your damaged return. Just call QVC customer service & they will take care of it. That's what they have done for me in the past.

Re: Having to pay return shipping on broken item

KKJ — Sat, 10 Nov 2018 18:56:45 GMT

Well, I printed off the return label and paper marked Defective and on it. it says on the paper that $8.95 will be deducted from my refund for shipping. I couldn't believe it but that's what it said.

Re: Having to pay return shipping on broken item

Kim-QVC — Sat, 10 Nov 2018 18:59:25 GMT

@KKJ wrote:

I've been a QVC shopper for many many years and only recently had to return an item. A small appliance did not work when I got it so now must send it back. But since the product was defective why must I pay for the return shipping? Doesn't seem fair.

Hi @KKJ, thank you for posting in our Customer Care forum today and for your recent order. I apologize that it needed to be returned. I did check on this and see the that the pre-paid label was sent by email today and I believe that the wording on it indicates that return fees may deducted but it is true no fees will be deducted on a defective return. So we will keep an eye on this return and if it does not process successfully we will refund any fees. ~Kim

Re: Having to pay return shipping on broken item

KKJ — Sat, 10 Nov 2018 19:07:17 GMT

thank you.

Re: Having to pay return shipping on broken item

geezerette — Sat, 10 Nov 2018 19:17:46 GMT

@KKJ

The mailing label that you printed is just the same as the one you get with your shipping invoice. It doesn’t recognize the reason you are returning. The return label on the shipping invoice does say that in the case of a defective item you will not be charged return shipping; I don’t know if the self-print label states this.

But if you clearly mark your item as defective—most often I will even point out the defect in the “Comment” section—you will not be charged any shipping for return. And you will receive a full refund for the item, as well as any tax and original shipping charges. If for some reason that doesn’t happen, at that point I would call customer service.

Re: Having to pay return shipping on broken item

Warrior2022 — Sun, 11 Nov 2018 01:44:35 GMT

@KKJ wrote:
Well, I printed off the return label and paper marked Defective and on it. it says on the paper that $8.95 will be deducted from my refund for shipping. I couldn't believe it but that's what it said.

Strange, every single label I have had or printed very clearly states that you aren't charged shipping for defective items. I wonder if this has changed?

Re: Having to pay return shipping on broken item

Beth-QVC — Sun, 11 Nov 2018 01:56:25 GMT

@KKJ

We do not charge for the return when an item is defective, damaged and the return is QVC's fault. All our return labels have a fee on them but we do not charge it.

Beth QVC

Re: Having to pay return shipping on broken item

DiamoniqueDiva98611 — Sun, 11 Nov 2018 02:17:28 GMT

they need to change the labels so people know that the shipping is free ...should alwaays be free. .I have been a customer for over 20 years and it has always been free..

Re: Having to pay return shipping on broken item

Warrior2022 — Sun, 11 Nov 2018 03:33:37 GMT

@DiamoniqueDiva98611 wrote:
they need to change the labels so people know that the shipping is free ...should alwaays be free. .I have been a customer for over 20 years and it has always been free..

Nothing needs changed, it is clearly on the label as well as when you print a label, it is stated.

QVC wants you to be completely satisfied with your purchase. If you're not satisfied 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 or a refund of the purchase price, minus the shipping & handling and Q Return Label fee. If you request an exchange of your original item and paid by credit card, you are authorizing any additional merchandise and shipping cost (if applicable) to be charged to the credit card used for the original order. Payment methods other than credit card may result in a refund. If an item is returned due to defect, QVC was in error, or request for exchange/replacement, don't worry, you don't need to call QVC. We will refund the shipping & handling and will not deduct the Q Return Label fee. Purchases from QVC and the use of QVC services are subject to our General Terms and Conditions of Use and our Privacy Policy, which can be found at the bottom of the QVC.com homepage. For more information, call Customer Service at 888-345-5788.

Re: Having to pay return shipping on broken item

IMW — Sun, 11 Nov 2018 17:59:03 GMT

I always call cs re defective items to insure no shipping charge. I’ve never had a problem.