topic Re: Why do returns take so long? in Customer Care

Why do returns take so long?

pinkypie — Tue, 12 Feb 2019 16:07:33 GMT

I sent a return/exchange package using the QVC label on Feb 6. It has been sitting at the PO in town since then and has not moved. That was 6 days ago. It is so frustrating that this happens to so many customers. QVC needs to reevaluate their returns process to be more customer friendly. Other companies don't have this problem.

Re: Why do returns take so long?

Mombo1 — Tue, 12 Feb 2019 16:24:29 GMT

I have the same problem. Dropped a return off last Thursday and it hasn't moved from the post office. Why do returns sit for 6 days? Frustrating. I am reconsidering future purchases.

Re: Why do returns take so long?

ScarletDove — Tue, 12 Feb 2019 16:25:48 GMT

And all too frequently, the excessive time it takes to send in for a return, by the time it is received, what you wanted likely could be sold out/out of stock! Happened to me more than wanted!

Re: Why do returns take so long?

mac116 — Tue, 12 Feb 2019 16:40:44 GMT

Much of the delay happens at the start of the return...the post office. I take mine to a specific post office that seems to send them along quickly. I usually get an email the next day that the return is on its way. Credit comes in about 10 days.

Re: Why do returns take so long?

loriqvc — Tue, 12 Feb 2019 16:49:19 GMT

Just in case you didn't already know this, a shipping agent associated with a company called Newgistics picks up packages from the post office on behalf of QVC when you use the prepaid return label. This process often takes a few days because in most areas, the agent has a specific pickup schedule and/or may wait for multiple packages to be available before performing a pickup. This level of service is the lowest priority of shipping offered, so every other class and type of package will be handled first.

It is important to note that the USPS is only able to provide two status updates for your package after you drop it off—acceptance and agent pickup—because it is not directly involved in the delivery process beyond its role as a dropoff point.

For a few additional progress details (typically more than what you see if you use the "Track Your Return" feature here on qvc.com), enter your tracking number directly on the Newgistics site: http://tracking.smartlabel.com.The progress information provided is not as comprehensive as that of the major couriers, and shipping is slow throughout the process, but hopefully you'll be able to confirm that your package is at least moving toward its final destination.

Re: Why do returns take so long?

schorsch — Tue, 12 Feb 2019 17:06:52 GMT

Everything seems to take so long now. I have orders that sit in processing mode for days. I ordered several items on Feb. 2 and I still have not received them. It takes more like 10 to 15 days now to get your items. Returns take even longer. I’m not sure what the problem is, but it sure if frustrating.

Re: Why do returns take so long?

millieshops — Tue, 12 Feb 2019 17:24:10 GMT

I agree with @mac116 because I do think the PO's are different. I detest returns, so I have little experience with them, but I know I get my packages much more timely than many. I think over the last 3 years, maybe one package that arrived after its EDD and that one was one day late. Usually, my deliveries are in the 4-6 day range.

One of the benefits of living in a high-density area is that there are most often several post offices convenient to use for mailing and returns. Just because I have no choice about delivery doesn't mean I can't pick and choose in the other direction.

BTW- in my neighborhoods, UPS and FedEx have similar problems. MOst often all the services are good - until they're not.

Re: Why do returns take so long?

Perkup — Tue, 12 Feb 2019 22:44:42 GMT

Could it be that so many things are being returned that there's a long line waiting to be checked in?

Re: Why do returns take so long?

Peridot — Wed, 13 Feb 2019 15:24:30 GMT

I agree with the OP, returns take way too long. And like someone said....returning an item for an exchange is ridiclious as you never get the replacement item that you want as it is sold out by the time QVC gets the return and then ships a replacement.

But QVC doesn't have a problem charging you for the return postage and not refunding the postage that you paid to get the tiem sent to you. They don't care how long the return takes to get to them or how long it takes to credit your account.

It's also amazing how fast they can get a TSV sent out but regular items sit there for days and days before they are sent. BUT.......QVC now puts a status of "in process" on the item so that you cannot cancel it if you are sick of waiting and no longer want the item. I don't think that is right. If they can't uphold their end of getting the merchandise to us in a timely manner then don't take away our right to cancel if we are sick of waiting for you to ship it!!

Re: Why do returns take so long?

ScarletDove — Wed, 13 Feb 2019 17:59:56 GMT

@loriqvc wrote:
Just in case you didn't already know this, a shipping agent associated with a company called Newgistics picks up packages from the post office on behalf of QVC when you use the prepaid return label. This process often takes a few days because in most areas, the agent has a specific pickup schedule and/or may wait for multiple packages to be available before performing a pickup. This level of service is the lowest priority of shipping offered, so every other class and type of package will be handled first.

It is important to note that the USPS is only able to provide two status updates for your package after you drop it off—acceptance and agent pickup—because it is not directly involved in the delivery process beyond its role as a dropoff point.

For a few additional progress details (typically more than what you see if you use the "Track Your Return" feature here on qvc.com), enter your tracking number directly on the Newgistics site: http://tracking.smartlabel.com.The progress information provided is not as comprehensive as that of the major couriers, and shipping is slow throughout the process, but hopefully you'll be able to confirm that your package is at least moving toward its final destination.

@loriqvc Thank you for the detail information for it is very important to those of us who may return an item. But, unfortunately, for what we pay for return shipping, the quality of the service is very poor! Just one more negative for QVC!

Re: Why do returns take so long?

loriqvc — Wed, 13 Feb 2019 18:23:45 GMT

@ScarletDove - Although nobody wants to pay for shipping or return shipping, we know QVC charges for those things, and its rates are actually quite reasonable for most items. For example, if you buy a bakeware set, there's no way it would cost just $5.50 to get it to you or only $6.95 to return it, regardless of the shipping speed. On the other hand, if you're ever returning a small item like a piece of jewelry, I highly recommend paying for the return yourself rather than using the prepaid label; you'll typically save about half the cost by using USPS First-Class Mail and your return will travel about twice as fast.

Re: Why do returns take so long?

ScarletDove — Wed, 13 Feb 2019 18:26:03 GMT

@loriqvc wrote:
@ScarletDove - Although nobody wants to pay for shipping or return shipping, we know QVC charges for those things, and its rates are actually quite reasonable for most items. For example, if you buy a bakeware set, there's no way it would cost just $5.50 to get it to you or only $6.95 to return it, regardless of the shipping speed. On the other hand, if you're ever returning a small item like a piece of jewelry, I highly recommend paying for the return yourself rather than using the prepaid label; you'll typically save about half the cost by using USPS First-Class Mail and your return will travel about twice as fast.

@loriqvc You are indeed, correct. I judge the weight of the item and choose to either use the return label or return it on my own dime....weight being the factor!

Re: Why do returns take so long?

DAD — Sat, 23 Feb 2019 19:26:06 GMT

It doesn't sit at Post office you have to track the ups # in order to track it. I just did that. QVC has had a return for 6 days & it's still not processed. Write down the tracking # on your return label and then you can see where the package is. Mine was delivered to Lancaster, pa. 6 days ago! It's just sitting there.

Re: Why do returns take so long?

DAD — Sat, 23 Feb 2019 19:28:33 GMT

It could be! They must have many returns from what I'm reading in customers reviews.

Re: Why do returns take so long?

apple1964 — Sun, 24 Feb 2019 13:02:50 GMT

I think its the same reason that it takes so long to get a package. "pony express mail."

Re: Why do returns take so long?

walker — Wed, 27 Feb 2019 01:46:21 GMT

Very interesting.....similar to another thread on same subject. Heads up QVC!! Customers like to shop but your Shipping and Handling is NOT GOOD! I think I am about done with QVC shopping. Does QVC not realize it is easier to shop elsewhere online and get better service? Not smart QVC. Better listen to customers.

Re: Why do returns take so long? (SUPER LOOOOOONNGGG!!!!!)

FRUSTRATED with RETURNS — Sun, 03 Mar 2019 02:25:05 GMT

I sent my package via post office on February 12 and received an email confirming that the refund process has started. Then I received an email on February 25, 2019, indicating that the REFUND WAS ISSUED. However it $0.00:

On top of that, QVC already charged my CREDIT CARD with $6.95 for the SHIPPING and HANDLING of my RETURN.

I called CUSTOMER SERVICE and the only answer they have is that "THE CORPORATE OFFICE still HAS NOT RELEASED THE REFUND".

So what does REFUND ISSUED mean? If I still have not RECEIVED my REFUND.

I have better luck with AMAZON, as soon as my product is EN ROUTE, I have already RECEIVED my REFUND.

This will probably be the last time I'm shopping in QVC. What does QVC stand for anyway? QUICKLY VANISHING CASH?

They take your money right away, but RETURNS are SUUUUPPPEEERR LOOOOOOOONNGGGG to process.

Down at the bottom of the website says .. EASY RETURNS and FREE EXCHANGE ... yes its EASY for them .. but takes a LOOOOOOOOOONGGGG TIME to release the REFUND.

Re: Why do returns take so long? (SUPER LOOOOOONNGGG!!!!!)

Anonymous — Sun, 03 Mar 2019 02:29:29 GMT

This post has been removed by QVC because order number was listed

Re: Why do returns take so long?

tropics21 — Wed, 06 Mar 2019 16:39:40 GMT

The delay in returns is plain and simple. QVC hires the least expensive service to pick up pre paid items at the post office. Hence, they are making money on this as far as cash flow because the longer they don't have to return your money for a return, they are holding on to your money. When it finally gets to returns, they take their good old time. I became aware of this scam not long ago and will no longer shop at qvc AND SPEND ALOT ALOT OF MONEY THERE.

Re: Why do returns take so long?

cinderella31 — Sun, 09 Jun 2019 15:21:00 GMT

loriqvc is 100% correct as that is exactly what my post office told me about the "shipping agent". They said it could take up to two weeks to see any activity related to this return. When you want to replace the item with another and you need it now, you can expect to wait up until a month to get the new size or color! How's that for customer service??