topic Re: Free Exchanges no longer available in Customer Care

Free Exchanges no longer available

StateofMichigan — Tue, 26 Sep 2023 20:07:57 GMT

I didn't realize QVC no longer offers free exchanges. I tried to exchange a pair of Ryka shoes and I was issues a refund, no exchange. After contacting QVC Social and QVC Return Team I was told No more Free Exchanges. I am out return shipping.

This clearly makes me think twice when I order something from now on.

Re: Free Exchanges no longer available

santorini — Tue, 26 Sep 2023 20:12:02 GMT

They should update their website then:

What's your policy for exchanges?

If you're not satisfied with your purchase for any reason, our return policy allows you to send back returns-eligible merchandise within 30 days of the date you received the package for an exchange. Simply use the Q Return Label within 30 days of receipt to return your item for a free replacement of the same item in a different color or size. If your request for an exchange results in any additional merchandise or shipping costs, and you paid by credit card, your credit card will be charged for those additional costs. Payment methods other than a credit card may result in an order cancellation & a refund may be issued. If the requested exchange is no longer available, including items on waitlist and advance order, QVC will issue a refund and not deduct the Q Return Label fee.

Re: Free Exchanges no longer available

tends2dogs — Tue, 26 Sep 2023 20:15:07 GMT

I wonder why they keep saying there are free exchanges if they aren't available anymore.. Perhaps the item you wanted to exchange was not in stock. In that case, you are out of luck and out your shipping fees.

During a selling frenzie, we will be told "last order of the year, quantities limited, when they are gone they are gone" BUT oh, we have free exchanges . Nothing is really free.

Re: Free Exchanges no longer available

DebNYC31 — Tue, 26 Sep 2023 20:17:05 GMT

I think there are still free exhcanges if the item is still available but they just return (and don't notify you). I have also had issues with them just returning too when I sent back as exchange....their receipt is awful and outdated....since this has happened to me too & aI see the size or color I wanted is still in stocvk so possible it was not not clear to whomever was processing and then they just return

Re: Free Exchanges no longer available

loriqvc — Tue, 26 Sep 2023 20:22:51 GMT

@StateofMichigan wrote:
I didn't realize QVC no longer offers free exchanges. I tried to exchange a pair of Ryka shoes and I was issues a refund, no exchange. After contacting QVC Social and QVC Return Team I was told No more Free Exchanges. I am out return shipping.

This clearly makes me think twice when I order something from now on.

@StateofMichigan - Perhaps there was a miscommunication somewhere, but as shown in the policy posted above, QVC definitely still offers free exchanges. Unfortunately, it has become somewhat common for an exchange request to simply be refunded instead, likely due to the large volume of returns received and continued short staffing. But you should definitely reach out to the Social Team again if you were charged for return shipping—you should receive a full refund and be made whole for the transaction if you no longer have the item due to no fault of your own.

Re: Free Exchanges no longer available

StateofMichigan — Tue, 26 Sep 2023 21:49:24 GMT

(RE:

What's your policy for exchanges?

Yes they should. I had copied and pasted this exact policy to the returns team and they said it's old and FREE EXCHANGES are no longer accepted. It's return and reorder. They won't redund my 6.95 for using the return label and CHECKING EXCHANGE on the return slip. I filed a disbute with my CC company.

Re: Free Exchanges no longer available

StateofMichigan — Tue, 26 Sep 2023 21:50:34 GMT

My item is STILL available as I'm writing this post. NO FREE EXCHANGES.

Trust me I've been going around and around with everyone from QVC for the past 2 days.

Re: Free Exchanges no longer available

PansyBoo — Tue, 26 Sep 2023 22:07:36 GMT

Get a note out onto the QVC set STAT! The hosts only mention this swell QVC feature nineteen times in any given presentation!!!

I'm going to keep an eye and ear out on this situation. Cause, yeah, I think the QVC times they are a changin.

Re: Free Exchanges no longer available

Venezia — Wed, 27 Sep 2023 20:53:10 GMT

Well, I for one would be interested to know, if they've stopped the free exchanges.

I have something I was about to return for a smaller size but, if I have to pay the shipping on it, I won't bother.

(Edited to correct a mistake. Brain freeze!)

Re: Free Exchanges no longer available

Kachina624 — Tue, 26 Sep 2023 22:25:24 GMT

@StateofMichigan. @DebNYC31. We've always had a problem with the return people not wanting to be bothered with the tedious return process and issuing refunds instead which are far easier. However, if you requested an exchange and your request was not fulfilled, they owe you a credit for all shipping costs. 8f the don't apply the refunds contact rhe social team, including your order #.

Qvcsocialteam@qvc.com

Re: Free Exchanges no longer available

why again — Tue, 26 Sep 2023 22:55:15 GMT

free exchanges if available. (I hate when the say it will sell out one second and the next but we have free exchanges do they think we are stupid. But i go throught he qvceasy return to get exchanges and if they are in stock they will process and tell you to send the original back, if not available they will just return it and tell you that is what they did. But if thye don't have it they still will charge you the 6.95 even if your intention was to exchange it, it will come acrross as separate change on your credit card because they returned it already. But if you do get the exchange I find that I am often charged the 6.95, I scour my credit card bill every month, if you dont they will take your money. Then I need to call customer service tell them they charged me return feels on an exchange. Most will process you the refund on the return fees,although some will get argumentative over it and I have to quote there own policy back to them, if not I request a supervisor and wait around for 4 hours for a call back.

Re: Free Exchanges no longer available

Lovestheshores — Wed, 27 Sep 2023 04:18:14 GMT

@Venezia wrote:
Well, I for one would be interested to know, if they've stopped the free exchanges.

I have something I was about to return for a smaller size but, if I have to pay the shipping on it, I won't bother.

@QVC-Beth @QVC-Melvin or any moderator: can someone tell us, if this new policy is true?

(Not sure why the mods nics aren't coming up highlighted. Have they disappeared, too?)

@Venezia You tried to get the attention of the moderators Beth and Wayne the wrong way....their name comes first then the QVC. @Beth-QVC and @Melvin-QVC

Re: Free Exchanges no longer available

RespectLife — Wed, 27 Sep 2023 11:15:29 GMT

@why again wrote:
free exchanges if available. (I hate when the say it will sell out one second and the next but we have free exchanges do they think we are stupid. But i go throught he qvceasy return to get exchanges and if they are in stock they will process and tell you to send the original back, if not available they will just return it and tell you that is what they did. But if thye don't have it they still will charge you the 6.95 even if your intention was to exchange it, it will come acrross as separate change on your credit card because they returned it already. But if you do get the exchange I find that I am often charged the 6.95, I scour my credit card bill every month, if you dont they will take your money. Then I need to call customer service tell them they charged me return feels on an exchange. Most will process you the refund on the return fees,although some will get argumentative over it and I have to quote there own policy back to them, if not I request a supervisor and wait around for 4 hours for a call back.

@why again

If you request an exchange and it is not available, you should NOT be charged the return label fee.

Call CS or email the mods and have it credited back to you. I have done it several times.

Free exchanges ARE still available.

Whoever says otherwise is yet another poorly trained employee.

Re: Free Exchanges no longer available

StateofMichigan — Wed, 27 Sep 2023 13:28:37 GMT

kachina624 I am aware of the exchange policy. I am just stating what the Social Team and the Return Team has been telling me for two days.

Re: Free Exchanges no longer available

Lovestheshores — Wed, 27 Sep 2023 13:57:35 GMT

Re: Free Exchanges no longer available

Susan-QVC — Wed, 27 Sep 2023 14:30:38 GMT

@StateofMichigan wrote:

I didn't realize QVC no longer offers free exchanges. I tried to exchange a pair of Ryka shoes and I was issues a refund, no exchange. After contacting QVC Social and QVC Return Team I was told No more Free Exchanges. I am out return shipping.

This clearly makes me think twice when I order something from now on.

@StateofMichigan I am sorry for any confusion, there has been no change, you were misinformed, I am sorry.

Susan

I've sent you an email with the details of the order.

Re: Free Exchanges no longer available

StateofMichigan — Wed, 27 Sep 2023 15:11:18 GMT

Thank you

I wish QVC's CS reps were all on the same page as far as exchanges and policies.

Re: Free Exchanges no longer available

Venezia — Wed, 27 Sep 2023 16:23:30 GMT

@Lovestheshores wrote:
@Venezia wrote:
Well, I for one would be interested to know, if they've stopped the free exchanges.

I have something I was about to return for a smaller size but, if I have to pay the shipping on it, I won't bother.

@QVC-Beth @QVC-Melvin or any moderator: can someone tell us, if this new policy is true?

(Not sure why the mods nics aren't coming up highlighted. Have they disappeared, too?)
@Venezia You tried to get the attention of the moderators Beth and Wayne the wrong way....their name comes first then the QVC. @Beth-QVC and @Melvin-QVC

@Lovestheshores - LOL. Call it a brain freeze! I've just had a visitor from England for the past month and took her back to the airport yesterday. I should've realized I was typing it backwards.

I'm exhausted today! Thank you for the correction.

Re: Free Exchanges no longer available

Venezia — Wed, 27 Sep 2023 20:59:14 GMT

@StateofMichigan - There was really no need to SHOUT at Kachina624 like that. (Maybe you can edit your post to reduce it to a normal font size or delete it altogether.)

She was merely trying to offer you a helpful suggestion.

And, as you can see, a moderator (the Social Team) has now replied to your issue. There is no change in the exchange policy.

Re: Free Exchanges no longer available

Katfox — Sat, 30 Sep 2023 19:30:29 GMT

I just got off the phone with customer service. I was told that if the item is available there is no charge to exchange. However, if it is unavailable then they refund your money MINUS your original shipping charge and their return shipping fee if you used the Q label. This to me is NOT free exchanges. Hosts should not be enticing people to purchase with the idea of free exchanges. The CS person ended up refunding the rest of my money after I questioned her regarding this policy that makes NO SENSE, however I am now gun shy of ordering anything that I might have to exchange. I also have had the situation where the item is available for exchange but I get a refund instead. I then have to call and get a new order at the same price without a shipping charge initiated. A real hassle. I agree. Their system for exchanges is broken.