topic Re: Need Help with Exchange in Customer Care

Need Help with Exchange

pinkypie — Tue, 19 Mar 2019 20:19:25 GMT

An exchange was processed today on my account. I wrote on the form that I wanted to exchange the pants for a different color in the same size. The item was returned instead and I was charged the return fee. The chat feature is not working. The window won't load. Would you please see why my order was processed this way? Thanks for your help.

Re: Need Help with Exchange

Wayne-QVC — Tue, 19 Mar 2019 20:59:10 GMT

@pinkypie I'm so sorry, but what color and size did you request for the replacement. In addition, are you referring to the Susan Graver Printed Stretch Woven Crop Pants? I see two colors processed on this order.

Re: Need Help with Exchange

pinkypie — Tue, 19 Mar 2019 21:03:47 GMT

Yes. I have a Navy blue pair and wanted the taupe. Size 6. Thanks so much.

Re: Need Help with Exchange

Wayne-QVC — Tue, 19 Mar 2019 21:10:05 GMT

@pinkypie were you mailed a Red, Reg 6 pair?

Re: Need Help with Exchange

pinkypie — Tue, 19 Mar 2019 22:11:34 GMT

Correct.

Re: Need Help with Exchange

Wayne-QVC — Tue, 19 Mar 2019 22:50:33 GMT

@pinkypie I refuned the return fee. Would you like me to reorder the item at the same price in the dark wheat 6 and use the original cc you used on the first purchase?

Re: Need Help with Exchange

pinkypie — Tue, 19 Mar 2019 23:19:07 GMT

Yes that would be great. Thank you.

Re: Need Help with Exchange

Wayne-QVC — Tue, 19 Mar 2019 23:22:34 GMT

@pinkypie I'm so sorry, but when I attempted to order the item it shows the color and size is sold out. That explains why you received a refund originally.

Re: Need Help with Exchange

pinkypie — Tue, 19 Mar 2019 23:25:05 GMT

Phooey. Thank you for trying. You have be a great help tonight!

Re: Need Help with Exchange

Wayne-QVC — Tue, 19 Mar 2019 23:26:19 GMT

You're welcome!

Re: Need Help with Exchange

DJs mom — Wed, 20 Mar 2019 18:00:51 GMT

@Wayne-QVC wrote:
@pinkypie I'm so sorry, but when I attempted to order the item it shows the color and size is sold out. That explains why you received a refund originally.

@Wayne-QVC even if the item was sold out she should not have been charged the return fee since she was trying to do an exchange. Am I correct on this?