topic Re: Return fees in Customer Care

Return fees

libbyannE — Wed, 06 Apr 2016 19:38:56 GMT

I just learned today (when calling QVC about a mere 41-cent refund on an item) that they now charge a restocking fee, which amounts to what you paid for your original shipping charge. So if you return something, you not only pay the cost to return it but when the Q receives it they charge you your original shipping charge a SECOND time. That's ridiculous, and I am not happy. Maybe you all knew about this, but I only just discovered it. That knowledge will substantially reduce how much I order on QVC --- how willing I am to simply try something. I tried on a pair of shoes, and with the return cost and restocking fee, it cost me nearly $10 just to find out the shoes did not fit.

Re: Return fees

hoosieroriginal — Wed, 06 Apr 2016 19:52:14 GMT

Just another reason to shop locally - help your local economy and help keep jobs in your community.

Re: Return fees

Violetsmimi — Wed, 06 Apr 2016 19:53:10 GMT

Libby do I understand correctly, I know that they don't refund the original shipping, but are you saying they charge a restocking fee on top of that?

Re: Return fees

txchik — Wed, 06 Apr 2016 19:55:29 GMT

If true, this is truly unfortunate. So I looked up their return policy here and this is what is says:

'...our return policy allows you to send back the merchandise within 30 days of the date you received the package for an exchange or a refund of the purchase price, minus the shipping and handling and Q Return Label fees.'

Nothing about restocking fees. Basically you pay for shipping and handling both ways.

Re: Return fees

KingstonsMom — Wed, 06 Apr 2016 19:55:54 GMT

So, are you saying you ordered an item, say for $20 + $3 shipping and when you returned it you were charged the return fee + your original $3 shipping (which is correct according to their change in shipping awhile back ) and an additional $3 for a restocking fee?

This is the first I've heard about an additional 're-stocking- fee".

Re: Return fees

Kachina624 — Wed, 06 Apr 2016 20:07:12 GMT

I think the OP misinterpreted what she was told. The only change (a year ago) is that they don't refund the original S&H. You may return using the prepaid label or pay at the PO. If you use the label, that will be deducted from your refund.

Re: Return fees

Tribesters — Wed, 06 Apr 2016 20:08:58 GMT

Unless this just changed I think they do not refund the original shipping cost. I don't think they charge it a second time-perhaps you misunderstood? I just returned an easy pay item. I got .46 credit which is probably about right with return label fee & original shipping not refunded.

Re: Return fees

nomless — Wed, 06 Apr 2016 20:15:10 GMT

I know the original shipping fee is not refunded. I know if you use their return shipping label, a fee is deducted from your refund, also. But I've never heard of nor have I been charged a restocking fee. I returned a couple of things in the past week, and a restocking fee was not deducted.

Re: Return fees

libbyannE — Wed, 06 Apr 2016 20:32:29 GMT

I am quoting the customer service person to whom I spoke. She said she has had a lot of calls about this and explained just what I wrote--that QVC is now charging you a restocking fee (the rep's term)' which equals your original shipping charge. I had her repeat that twice. So, to try something, you pay the shipping to you and then if you return it, you not only pay return postage but they also deduct from your credit the total if their original shipping fee AGAIN. That is how I ended up with a $.42 credit on a pair of Isaac Mizrahi shoes that I bought on easy pay and tried on.

Re: Return fees

libbyannE — Wed, 06 Apr 2016 20:41:47 GMT

Hi. I want to be wrong about tthis, but when I saw your post, i called QVC again. The rep I talked to this time said that some call it a restocking fee and some don't but it amounts to the same thing. To your point, the other way of looking at it, she said just now, is that they don't refund your original shipping charge which they used to do, so the refund is what you paid, minus the original shipping charge and minus your return postage cost.

Re: Return fees

DJs mom — Wed, 06 Apr 2016 20:47:01 GMT

@libbyannE wrote:
I am quoting the customer service person to whom I spoke. She said she has had a lot of calls about this and explained just what I wrote--that QVC is now charging you a restocking fee (the rep's term)' which equals your original shipping charge. I had her repeat that twice. So, to try something, you pay the shipping to you and then if you return it, you not only pay return postage but they also deduct from your credit the total if their original shipping fee AGAIN. That is how I ended up with a $.42 credit on a pair of Isaac Mizrahi shoes that I bought on easy pay and tried on.

@libbyannE I'm just curious how much was your easy pay payment? As an example: if you purchased a pair of shoes that cost $25 + $5 S&H on 2 easy pays then you would've paid $15 as your first easy pay installment. If you returned the item back using the Q label for $6.95 you would only get back $3.05 (1st easy pay installment minus $5 shipping to you and $6.95 return fee). There is no restocking fee, the Q no longer refunds original shipping & handling. I think the confusion is when you use easy pay the shipping is divided up among your payments, but when you return the remaining shipping is deducted.

Re: Return fees

millieshops — Wed, 06 Apr 2016 20:47:10 GMT

I think OP is wrong. The only NEW fee I paid when I did a return was the $3 shipping not being returned. We always paid the return fee unless the error was QVC's. That has not changed.

I find it kind of funny that so many poster whine that a TSV is "only" $4 or $5 less than full price, but they seem to think $3 shipping is HUGE! Someone needs to work on 4th grade math.

The good part of the new policy for me is that most of what I've been buying I keep and the shipping costs much less than it used to.

Re: Return fees

nomless — Wed, 06 Apr 2016 20:52:57 GMT

So if you return an item, they deduct the original shipping charge 2 times now from the refund? When you return the item, the original shipping charge is withheld from the refund, and then that shipping fee is charged again as a restocking fee? My goodness. If so, this is a new policy that wasn't in effect when I returned items last week. Hosts better start explaining the new policy about the additional restocking fee in addition to not getting back the original shipping cost.

Re: Return fees

Q4u — Wed, 06 Apr 2016 20:55:21 GMT

Wow, just WOW..... I hope this isn't true because if it is.... I'll have to

adjust my purchases accordingly. As it is I no longer buy much clothing,

no food and no shoes....

Wow.

Re: Return fees

Malin — Wed, 06 Apr 2016 21:28:49 GMT

Yes' it's true. I returned 2 items I bought and I was paid back only items cost. Shipping and handling by QVC, also ship back came from my packet. I think one itme was TVS, and shipping was free (buy one get one free tablets before Holidays ), I was charged $11.22 plus $6.95 shipping back charge on return label

Re: Return fees

GCR18 — Wed, 06 Apr 2016 22:02:51 GMT

The OP straightened it out in her second post.

Ex. Original shipping = $3, QVC return label = $6.95. $9.95 will be deducted from the return.

If you want a replacement, you will be charged $3 again.

Re: Return fees

libbyannE — Wed, 06 Apr 2016 22:10:38 GMT

I wish I were wrong. I've called QVC three times about this now and learned the same thing each time. When you return something, you get the back the price you paid minus your return shipping, of course, and also minus the original shipping to you. One of the operators I talk to call that a restocking fee but you can call it whatever you want. QVC quality has gone down so much that I have returned many things lately and do not plan to be buying as much as I once did. And I just can't afford to get $.42 back just because I tried on a pair of shoes. I checked back with customer service again after reading these other posts, and they confirmed that my $.42 credit was in fact correct as was my math.

Re: Return fees

nomless — Wed, 06 Apr 2016 22:31:20 GMT

So they withhold the original shipping fee only once? That's fine, they've been doing that for nearly a year. That's old news. As long as they don't withhold it twice (one being a restocking fee), I'm OK with the policy.

Re: Return fees

MalteseMomma — Wed, 06 Apr 2016 22:36:43 GMT

By not refunding the original shipping fee, I always felt we are being punished for returning the item. jmo

Re: Return fees

crosscreek — Thu, 07 Apr 2016 00:14:33 GMT

I know how you feel Libby. I broke down and ordered a Dooney TSV and had to send it back. Was a lovely looking handbag, but I could not get my hands in it comfortably (opening too small, handle in the way). Paid $11.42 original S&H and then $8,75 to return it. I was sooo disappointed in myself to pay over $20 to look at it!!! I am very careful of what I order now, therefore I don't buy that much.