topic Re: Exchange Issue in Customer Care

Exchange Issue

CherryHugs — Sat, 23 Nov 2019 13:46:34 GMT

I needed to exchange something that I sent back recently. I filled out the form and looked on the site to be sure item was available.

Never got the exchange as it has been sold out. BUT it was not sold out just a few days prior when I checked the site. So they just credited my account with a return.

Things are getting worse at qvc!

Re: Exchange Issue

PinkyPetunia — Sat, 23 Nov 2019 13:52:45 GMT

Returns have been problematic ever since the free exchange policy started. Same thing happened to me--no exchange of item given, refund issued. It caused me to order much less from Q. I don't want to deal with all the issues.

Re: Exchange Issue

CherryHugs — Sat, 23 Nov 2019 14:04:10 GMT

I will be ordering less now!!

Re: Exchange Issue

wonderfulworld — Sat, 23 Nov 2019 14:10:57 GMT

I ordered a philosophy Fresh Cream Warm Cashmere Souffle ( A412010) on the last free shipping day. 3 days later I checked my account and it said Canceled. I got in touch via the live Chat line and was told it is 'back ordered'. However, it is still there and now there is S&H, no waitlist notice, nothing. I told the rep that and he said thank you for letting me know.

Today it is still up there. Also, I have received no notification that my order is canceled. Vey odd.

Re: Exchange Issue

tucsongal — Sat, 23 Nov 2019 14:38:07 GMT

I would call customer service and request a refund of your return shipping.

Re: Exchange Issue

Beth-QVC — Sat, 23 Nov 2019 18:00:21 GMT

@CherryHugs

I am sorry that you were disappointed with your exchange. Did you receive a full refund for this item? Please advise and if the warehouse charged you for the return, I will make the refund adjustment immediately.

Beth QVC

Re: Exchange Issue

CherryHugs — Mon, 25 Nov 2019 13:29:05 GMT

@Beth-QVC

Thank you, there was no exchange. Even though I sent it back as an Exchange and checked the site for color I wanted to exchange for, and it was available by the time I got a notice of a credit for return was told the item was all sold out! Yet when I sent the exchange it was available. So guess nothing I can do which is not right.

Re: Exchange Issue

Diva on The Q — Mon, 25 Nov 2019 15:19:35 GMT

I have never had any luck with an exchange request. I've requested an exchange on three different occasions, none were honored. Each time, my account was credited instead. One other time, I returned an item, asked for a merchandise credit. Didn't get that either!

Re: Exchange Issue

Montana — Mon, 25 Nov 2019 15:31:00 GMT

I have done two exchanges. One I got; the other one was sold out. I just did another one. Hope this one works.

The way QVC has exchanges set up, there is a good chance items won't be available. The lag time between exchange returns and fulfillment is fairly long. Popular items will most likely sell out.

I feel the QVC exchange process, as currently done, is risky.

Re: Exchange Issue

Montana — Tue, 03 Dec 2019 02:29:28 GMT

My recent exchange was successful.

Timeline:

Order. 11/12

Received. 11/20

Returned for Exchange 11/21

Exchange Notification. 11/29

Will receive in 7-10 days

The whole process will have taken about a month. I think that is reasonable.

ETA Update

Exchange received today, 12/2. Much earlier than the estimated window for delivery. Twenty days from start to finish.

ETA2: UPS handoff to USPS (Surepost).