topic Re: This SHOWS the problem with a return... in Customer Care

This SHOWS the problem with a return...

SahmIam — Wed, 26 Jun 2019 14:31:26 GMT

I am currently following a return to QVC. It's easy to see the problem when you follow the journey it is on:

* Dropped off at USPS on 6/8 at 9am

* 10 days LATER it is picked up by QVC's agent. The package SAT at the POST OFFICE for TEN DAYS. This MIGHT be part of the problem for QVC returns taking so long...you think?

* It took from 6/19 to 6/21 to go from my post office to one in PA that is 30 MINUTES away. Yes, 2 days to drive 30 minutes; it made no stops as per USPS tracking. Those trucks must move REALLY SLOW on 695......

* As of now, QVC has it but the tracking hasn't updated since Friday when it arrived at the QVC warehouse (evening delivery).

I kid you not. I could drive from my house to the QVC return center in PA and then back to my house in around 5.5 hours. It's been FIFTEEN DAYS AND STILL NO RETURN. QVC, you REALLY have no excuse for this LACK of service. None.

But you CAN see where the problem is, folks. It's obvious.

Edited to correct the date.

Re: This SHOWS the problem with a return...

Krimpette — Mon, 24 Jun 2019 14:13:13 GMT

When I had a return take overly long to move anywhere, I called C/S. They issued me a credit without waiting for the return based on the fact that they could see that I used their label.

Re: This SHOWS the problem with a return...

tropics21 — Mon, 24 Jun 2019 14:22:27 GMT

This is the NORM. You can't blame the Post Office, they did their job, you dropped it off and they gave you a receipt. The "agent" QVC employs to pick up packages at post offices is on QVC's dime. You can blame QVC for this, and you can also blame QVC, for the following, once THEIR AGENT picks up your package and finally arrives at QVC processing center, YOU CAN BLAME QVC A SECOND TIME, for allowing YOUR RETURN PACKAGE, to sit in their department for 2-4 weeks until QVC processes your return. I disagree, QVC is responsible for the two reasons why returns are not processing effectively and in a timely manner. I shall repeat, it is the shipping company they hired at rock bottom barrel price to pick up returns as well as Qvc's processing department who is not adequate to refund out returns in 2-4 days. The way they used to be.

Re: This SHOWS the problem with a return...

Lipstickdiva — Mon, 24 Jun 2019 14:23:50 GMT

Is this the fault of QVC or the post office one uses? My returns don't sit at the post office. They are picked up the same day I drop them off or the next day, depending on what time I get them there.

Re: This SHOWS the problem with a return...

Pecky — Mon, 24 Jun 2019 14:24:31 GMT

@Krimpette wrote:
When I had a return take overly long to move anywhere, I called C/S. They issued me a credit without waiting for the return based on the fact that they could see that I used their label.

@KrimpetteThey did that for me as well. I guess that is one benefit to using their labels.

Re: This SHOWS the problem with a return...

2blonde — Mon, 24 Jun 2019 14:24:49 GMT

@SahmIam That's interesting (and pathetic). I haven't had to return anything to QVC, but I have had to make a couple returns to ShopLC. I'm in NE Ohio, and they are in Austin, TX. I've used their return label, and I've actually received an account credit from them within about 7-10 total days.

Re: This SHOWS the problem with a return...

Kachina624 — Mon, 24 Jun 2019 14:30:39 GMT

@tropics21. Since you are an "expert" on all subjects that pertain to QVC shipping and returns, including how much they pay their "agent", why don't you dust off your resume, go to work for them and get things straightened out? One thing we can count on is your chiming in with negative comments the instant the terms "QVC" and "shipping" are mentioned.

Re: This SHOWS the problem with a return...

Kachina624 — Mon, 24 Jun 2019 14:32:10 GMT

@Lipstickdiva wrote:
Is this the fault of QVC or the post office one uses? My returns don't sit at the post office. They are picked up the same day I drop them off or the next day, depending on what time I get them there.

@Lipstickdiva. Mine also.

Re: This SHOWS the problem with a return...

I am still oxox — Mon, 24 Jun 2019 14:39:16 GMT

Sad and it makes me glad that I use UPS and pay up front for my returns, I can track and gt delivery to QVC in 1 to 2 days

Re: This SHOWS the problem with a return...

tropics21 — Mon, 24 Jun 2019 14:50:19 GMT

As I said in my previous post, the United States Post Office, all of them, no matter where, takes your prepaid package, scans it, and gives you a receipt. THEY ARE DONE, THEY HAVE DONE ALL THEY COULD DO!!! THEY ARE NOT THE SHIPPING AGENT WHO QVC EMPLOYS TO PICK UP THE PACKAGE AT SAID UNITED STATES POST OFFICE. THE USPS HOUSES THE PACKAGE UNTIL QVC'S SHIPPING AGENT PICKS IT UP..... SO NO, IT IS THE THE UNITED STATES POST OFFICE TO BLAME, THEY ARE A SEPARATE ENTITY, ONCE THEY SCAN THE PACKAGE AND GIVES CUSTOMER THE RECEIPT, THEY ARE DONE, PERIOD, END OF STORY, NEXT THE SHIPPING SERVICE OF QVC PICKS IT UP WHENEVER THEY FEEL LIKE IT

Re: This SHOWS the problem with a return...

SahmIam — Mon, 24 Jun 2019 14:54:04 GMT

I was going to edit my original post but had to step away. What I was going to add:

A good friend of mine lives in the same zip as the return center for QVC. She and I send things to each other all the time. When I mail something to her via my own stamp or cost, she receives it the NEXT DAY.

Now, I'm not paying for any type of extra shipping; it's regular mail via the USPS center. It gets there over-night. To the SAME area as the QVC return center in PA.

As per USPS, the QVC agent is chosen by QVC and NOT the USPS. USPS is directed where to put the packages. They are scanned it and the weight recorded and the agent picks them up based on the weight/number of packages. Again, this agent is contracted by QVC NOT the USPS.

Knowing this, it's obvious where the issue originates. What I may do is the next time I have to return something to QVC (which may not be till next year, lol), I'm going to PAY for shipping myself and see how long it takes. If it arrives the next day (as my mail to my friend does), then this is ALL on QVC and you know THEY know it. Which just adds insult to injury regarding their returns.

And last, yes, I'll call CS and they'll credit my account. They are VERY good about doing that. Kudos to CS.

Re: This SHOWS the problem with a return...

Iris in bloom — Mon, 24 Jun 2019 16:20:53 GMT

No for me it's not the issue, I had a package arrive in Ontario a month ago and have yet to see a refund or acknowledgment on my order page.

Re: This SHOWS the problem with a return...

Anonymous — Mon, 24 Jun 2019 16:37:05 GMT

@Iris in bloom We've just sent you an email. Cindy

Re: This SHOWS the problem with a return...

SurferWife — Mon, 24 Jun 2019 16:46:24 GMT

Last week I returned 2 defective/damaged items, using the QVC return label & have a receipt for both. I can track them via USPS, but they show “no status available” on the track return link for my items. I guess I’ll just keep tracking them via USPS & wait another 3-4 weeks, then contact CS, if I don’t see the full credit on my credit card. However, I’m not going to lose sleep over it. I know I’ll get my refund; it just takes a while.

Re: This SHOWS the problem with a return...

loriqvc — Mon, 24 Jun 2019 18:36:23 GMT

@SurferWife - Once you see the update via USPS tracking that the agent has picked up the package, you can track it during the rest of its journey using the website of QVC's return courier, Newgistics: http://www.tracking.smartlabel.com/

Re: This SHOWS the problem with a return...

cotto22 — Mon, 24 Jun 2019 18:42:44 GMT

My returns/exchanges sit at the post office on an average of 5 days. Then it takes 2 days to get to the next hub, which is a 3 hour drive from that post office. Once it gets there, it doesn't take long (4 or 5 days) to get back to QVC. Then of course, it takes another forever and a day for the new item to process and ship. I do appreciate the exchange program, but it is a miracle if my size and color are actually available by the time QVC gets my return and sends out the correct size or color.

Re: This SHOWS the problem with a return...

SunValley — Mon, 24 Jun 2019 19:05:04 GMT

@Lipstickdiva wrote:
Is this the fault of QVC or the post office one uses? My returns don't sit at the post office. They are picked up the same day I drop them off or the next day, depending on what time I get them there.

The third party agent picks up on a predetermined schedule or when a specified number of returns are collected at the PO. This was the information provided by my local PO. If you have a small PO, your return could sit for days. Same potential delay if I drop off a return at the UPS store. This process was set up by QVC to save them money and is a major reason the exchange process is a mess. By the time the exchange dept gets your request, chances are slim that what you need is still in inventory.

Re: This SHOWS the problem with a return...

Lipstickdiva — Mon, 24 Jun 2019 19:32:17 GMT

@SunValley wrote:
@Lipstickdiva wrote:
Is this the fault of QVC or the post office one uses? My returns don't sit at the post office. They are picked up the same day I drop them off or the next day, depending on what time I get them there.
The third party agent picks up on a predetermined schedule or when a specified number of returns are collected at the PO. This was the information provided by my local PO. If you have a small PO, your return could sit for days. Same potential delay if I drop off a return at the UPS store. This process was set up by QVC to save them money and is a major reason the exchange process is a mess. By the time the exchange dept gets your request, chances are slim that what you need is still in inventory.

@SunValley, I live in a small city so I cannot imagine my PO is considered large but I just don't have this issue, knock on wood. However, once my items are delivered to QVC, sometimes it takes awhile for my return to be processed and a refund issued.

I have done 1 exchange and that was last fall/winter and it went flawlessly. I had my doubts based on complaints on this board but the different size was sent to me. The entire process took about 2 weeks.

Re: This SHOWS the problem with a return...

SurferWife — Mon, 24 Jun 2019 20:11:56 GMT

Thanks so much @loriqvc! I’ll bookmark the webpage.

Re: This SHOWS the problem with a return...

SunValley — Mon, 24 Jun 2019 21:27:24 GMT

@Lipstickdiva wrote:
@SunValley wrote:
@Lipstickdiva wrote:
Is this the fault of QVC or the post office one uses? My returns don't sit at the post office. They are picked up the same day I drop them off or the next day, depending on what time I get them there.
The third party agent picks up on a predetermined schedule or when a specified number of returns are collected at the PO. This was the information provided by my local PO. If you have a small PO, your return could sit for days. Same potential delay if I drop off a return at the UPS store. This process was set up by QVC to save them money and is a major reason the exchange process is a mess. By the time the exchange dept gets your request, chances are slim that what you need is still in inventory.
@SunValley, I live in a small city so I cannot imagine my PO is considered large but I just don't have this issue, knock on wood. However, once my items are delivered to QVC, sometimes it takes awhile for my return to be processed and a refund issued.

I have done 1 exchange and that was last fall/winter and it went flawlessly. I had my doubts based on complaints on this board but the different size was sent to me. The entire process took about 2 weeks.

I always take my return to the main P.O. In my area rather than one of the smaller satellite ones or the franchise sites. I had a return sit for 7 days at the small P.O. by me but the main one has a collection most days.

I have had no luck with exchanges. Took a month and then the email comes saying size and/or color no longer in stock. It's an inconsistent process at best.