topic When can I expect at response from CS rep. "Janet"?? in Customer Care

When can I expect at response from CS rep. "Janet"??

Rockycoast — Tue, 05 Apr 2016 12:10:01 GMT

I was sent an item I did not order. An exact dublicate of a top I did order. It comes up as a separte order on my status. i contact CS about it. "Janet" gave me instructions as to return the item, etc. I did that, QVC recieved the item, processed it and refunded me only $5.89 of my $15 dollars or so. (first payment of 3 pay). I should have to pay absolutely nothing for this item. All monies should be refunded. I did not order it, it was sent in error by QVC. I replied to "janet" on the same email she sent me as to why only a part of what I was charged was refunded a week ago. All I hear is crickets. How long does it take CS to respond to customer complaints?

Re: When can I expect at response from CS rep. "Janet"??

I am still oxox — Tue, 05 Apr 2016 12:30:00 GMT

Did you receive an order confirmation for both orders, you should of realized that there was a duplicate order, I had this happen more than once and i was lucky to catch it before it went out. It is not your fault the system is wacky at times

@Rockycoast wrote:
I was sent an item I did not order. An exact dublicate of a top I did order. It comes up as a separte order on my status. i contact CS about it. "Janet" gave me instructions as to return the item, etc. I did that, QVC recieved the item, processed it and refunded me only $5.89 of my $15 dollars or so. (first payment of 3 pay). I should have to pay absolutely nothing for this item. All monies should be refunded. I did not order it, it was sent in error by QVC. I replied to "janet" on the same email she sent me as to why only a part of what I was charged was refunded a week ago. All I hear is crickets. How long does it take CS to respond to customer complaints?

Re: When can I expect at response from CS rep. "Janet"??

Trix — Tue, 05 Apr 2016 13:16:26 GMT

Please do not wait for an electronic response. This matter probably could have been resolved on the day you received the incorrect item with a phone call to customer service. As wonderful and convenient as electronic communication to a business can be, sometimes good ol- fashioned direct contact is better for doing business.

Re: When can I expect at response from CS rep. "Janet"??

Rockycoast — Tue, 05 Apr 2016 13:27:36 GMT

When I checked my order before I went to bed, status was still just one item. The next morning when I checked there was another order for the same thing. I did try to cancel the extra order. Contacted by email CS that day. Not upset, just want a full refund and yep, mistakes happen. Just would like CS to respond.

Re: When can I expect at response from CS rep. "Janet"??

Susan-QVC — Tue, 05 Apr 2016 14:04:45 GMT

Good Morning @Rockycoast I am sorry you were not responded to regarding the return. I will take a look at your order and email regarding the questions you have about your refund.

Susan Q-Social

Re: When can I expect at response from CS rep. "Janet"??

Rockycoast — Tue, 05 Apr 2016 14:49:48 GMT

Thank you Susan

Re: When can I expect at response from CS rep. "Janet"??

KathyPet — Wed, 06 Apr 2016 00:41:49 GMT

How many Easy Pays have actually been charged to your credit card or debit card for this item? It sounds as if they refunded you for the first payment. They are only going to refund you for the Easy Pays they charged you. Any remaining Easy Pays will simply be voided and not charged to your credit card or debit cardi if they have not been processed yet.

Re: When can I expect at response from CS rep. "Janet"??

Moonchilde — Wed, 06 Apr 2016 02:08:38 GMT

@KathyPet wrote:
How many Easy Pays have actually been charged to your credit card or debit card for this item? It sounds as if they refunded you for the first payment. They are only going to refund you for the Easy Pays they charged you. Any remaining Easy Pays will simply be voided and not charged to your credit card or debit cardi if they have not been processed yet.

That's the way I understood it, too. If they haven't yet charged the other two Easy Pays and aren't going to charge them because the purchase was voided, QVC can't "owe" a customer something the customer isn't going to be debited/charged for. When I've returned an Easy Pay item, they've only taken one Easy Pay out at that point, so they record the return, cancel the sale, return that one payment, and that's that.

Re: When can I expect at response from CS rep. "Janet"??

KathyPet — Wed, 06 Apr 2016 10:10:12 GMT

@Moonchilde wrote:
@KathyPet wrote:
How many Easy Pays have actually been charged to your credit card or debit card for this item? It sounds as if they refunded you for the first payment. They are only going to refund you for the Easy Pays they charged you. Any remaining Easy Pays will simply be voided and not charged to your credit card or debit cardi if they have not been processed yet.

That's the way I understood it, too. If they haven't yet charged the other two Easy Pays and aren't going to charge them because the purchase was voided, QVC can't "owe" a customer something the customer isn't going to be debited/charged for. When I've returned an Easy Pay item, they've only taken one Easy Pay out at that point, so they record the return, cancel the sale, return that one payment, and that's that.

Yup. You will only be "refunded" for money that you actually were charged. Any future Easy Pays are simply cancelled and not processed. You can't get a refund for money you did not pay.

Re: When can I expect at response from CS rep. "Janet"??

Rockycoast — Wed, 06 Apr 2016 14:02:53 GMT

Yes, I know that they were only going to refund what was charged for the first payment. Didn't expect to get a full price refund for the top. I did expect to get a full refund for the first payment of the 3 easy pays. But according to Susan, because the item was not defective I will only get a partial payment back on my cc. So I did not order this item (QVC's fault, duplicate order) but have to pay monies for it anyway. Not right.

Re: When can I expect at response from CS rep. "Janet"??

Sunshine Kate — Wed, 06 Apr 2016 14:13:16 GMT

Years ago QVC sent me a sterling silver ring 'out of the blue'. I didn't have any recent orders with QVC and have never ordered anything sterling silver.

The CS rep said I could return the ring, but I would have to pay for return shipping myself!!!

She was a dumb CS rep and I had to talk to more than one person. So ridiculous!!!

To the O/P, I wouldn't get off the phone with CS until the problem is resolved to your satisfaction. Also, get the name of the person you talked with.

Re: When can I expect at response from CS rep. "Janet"??

KathyPet — Thu, 07 Apr 2016 06:39:11 GMT

Ok so QVC will refund you for the amount of the item itself but not for the outgoing and return shipping cost even though you did not place the second order for the duplicate item?

Yes, ITA that if you did not order the second shipment then you should not have to pay the postage.