topic Re: Please stop repackaging/sending gross customer return items in Customer Care

Please stop repackaging/sending gross customer return items

bluehydrangea — Thu, 12 Jun 2025 12:32:37 GMT

Yesterday, I opened two QVC packages that I just received. Both were from the full price (not "as is") section.

One was a Kim G. sweater that had been on waitlist. It had the "repackaged" label on the item bag (a clue that it was formerly returned). When I opened it, the sweater reeked of perfume. Perfume scent just doesn't wash out of garments. I've tried with a previous item. Even though I loved the item (because I already owned it in other colors), I returned it.

The second was an Anybody bra, supposed to be new in package, from the full retail section. The item bag had a "repackaged" label on it, the bra was all rumpled and messy looking (thru the plastic) AND there was a big, dead, smeared bug on the inside of the item bag. Disgusting. I was mortified. I didn't even open the item.

I literally packed these up as "damaged" returns and ran to the post office.

QVC, I know times are tough and we all order and return lots of stuff. But sending out things in these types of conditions will only cost you more (because I returned mine marked damaged, and you've literally processed/handled this item several times over which incurs costs) BUT this also harms your reputation. Moving forward, I am second guessing ordering anything from "wait list" because I now recognize it may be a returned item that I eventually receive and there's a high probablility that it will be damaged/unsavory in some way. You need to do better screening returned items before you repack them and return them to inventory.

Re: Please stop repackaging/sending gross customer return items

Sweet Kitties — Thu, 12 Jun 2025 12:54:15 GMT

Thanks for the heads up. I won't be buying waitlist items any more either. I recieved some items that were clearly used & returned. Once I bought a white purse that had black smudges in several places. How could they not notice that? I guess they didn't care & were hoping someone would eventually just keep the purse because they didn't want to bother returning it. Even worse, sending out used underwear is so gross!

Re: Please stop repackaging/sending gross customer return items

kaydee50 — Thu, 12 Jun 2025 13:25:35 GMT

I suspect that there aren't enough people working in the "returns" department and they may be under pressure to process a certain number of articles per hour. I never buy "as is" items but if an item is supposed to be "new" it should not be "repackaged."

@bluehydrangea I trust you got fully refunded for the article and all shipping charges.

Re: Please stop repackaging/sending gross customer return items

cjm61 — Thu, 12 Jun 2025 13:35:28 GMT

@bluehydrangea

Although it can be disappointing when you really want something and it doesn't meet your expectations, QVC will give you a full refund. Sounds like you will get all your money back.

Because of their generous return policy, they have to repackage returns. I do agree that there are a lot of defective items that slip through the cracks for unknown reasons. QVC sells approximately 388,000 units daily just in the US alone and if they could not repackage and sell the returns they could not possibly stay in business. They are hanging on by a thread as it is.

And just an FYI, I pretty much buy exclusively online and have received returned items sold as NEW from every online retailer I've dealt with.

I have no issues with waitlist and As Is items and know full well they will most likely be returned items. But if it bothers anyone, and it seems to for some on this forum, I highly recommend not purchasing items in these categories. You will most likely get a used or, at the least, an unused returned item. Many items in stores are returns as well. Most often they just do a better job of making them "look like brand new". There are steamers in the back rooms and new tags are replaced.

Re: Please stop repackaging/sending gross customer return items

DJs mom — Thu, 12 Jun 2025 13:43:03 GMT

@cjm61 I don't think it is fair to compare returned items in store to online shopping. In the store, one can inspect the item and decide if they want to take a chance on it. Online you cannot. If I smell perfume on an item or see a dead bug in the packege, in the store I have the choice to buy or not. Not the same when the retailer is sending you the item via mail.

Re: Please stop repackaging/sending gross customer return items

KittySoftPaws — Thu, 12 Jun 2025 13:44:18 GMT

@cjm61 I feel the same way. When you go into a retail store they are not marking items down just because people have tried them on. They would go out of business if they did. I get it about the perfume thing, that would be off putting. I think the Q should put a disclaimer on every item that says if this item is not returned in manner it was received, you may not get refunded. That way you can maybe cut down on returns and those whose abuse the leniant return policy.

Re: Please stop repackaging/sending gross customer return items

cjm61 — Thu, 12 Jun 2025 13:55:10 GMT

Again though @DJs mom , you are purchasing a waitlist or an AS IS item. One should expect these to be returns.

Yes, I have received items with a perfume scent. No issues since I wash everything before wearing. It's a chance you take with online shopping. You cannot touch, see or smell the items.

Again, one should not purchase online if they don't like to receive a returned item.

Re: Please stop repackaging/sending gross customer return items

DJs mom — Thu, 12 Jun 2025 13:59:08 GMT

Again @cjm61 I still stand by my statement, no comparison to brick & mortar where you can inspect the item and decide if you want to purchase. I can't imagine an item stuffed in a plastic bag sitting in a hot delivery truck reeking of perfume. If someone has asthma and opened the package that could trigger an attack. I NEVER said one shouldn't expect returns, but I would expect a return without the odor of perfume or a dead bug in the package.

Re: Please stop repackaging/sending gross customer return items

wilma — Thu, 12 Jun 2025 14:11:10 GMT

@bluehydrangea

Sorry about the issues with the items you ordered. I couldn't deal with the perfume due to my asthma, and the bug is gross. Hope you get full refunds.

I've had a couple issues with brand new QVC items over the years. It is disappointing and frustrating when that happens. I have also purchased a few "as is" items from the Q. I don't remember ever having a problem, but I know others have. I agree with you that their packing and shipping issues don't help their bottom line or help them retain customers.

This is just one reason why I prefer shopping in person. I can inspect and try on the garment before buying. The only problem is the inventory in stores is not as varied as it used to be. Sometimes I have to order online to find what I'm looking for when I can't find in local stores.

Have a Good Day!

Re: Please stop repackaging/sending gross customer return items

TheMemphisVette — Thu, 12 Jun 2025 14:11:28 GMT

wow!!

it's like the hair in the soup at the restuarant

Re: Please stop repackaging/sending gross customer return items

skatting44 — Thu, 12 Jun 2025 14:42:31 GMT

Most people launder any item they buy . From what I read most items are packed with pesticides for their voyage to the US . So, even though really disgusting to receive soiled and worn clothes , they all need to be washed despite their condition . That being said , if I received an item stained or damaged or had roaches on it , back it would go to the company .

" Washing clothing with pesticide residue

Wash clothing as soon as you can.
Separate clothing with pesticide residue from the family laundry to avoid contaminating other clothes.
Wash only a few items at a time and use the highest water level.
Use hot water - the hotter the better.
Use heavy-duty laundry detergent. "

Re: Please stop repackaging/sending gross customer return items

Kachina624 — Thu, 12 Jun 2025 15:26:06 GMT

@bluehydrangea. I've been ordering from QVC since 1980s and have received dozens of returned items. A couple weeks ago I got three in one week.

I love them and have never had a bad experience. If it wasn't for the label I'd never know they were returns. Getting them has enabled me to get some great items that would otherwise be sold out and unavailable.

You need to change detergent. Perfume scent DOES wash out.

Re: Please stop repackaging/sending gross customer return items

Kachina624 — Thu, 12 Jun 2025 15:34:43 GMT

@skatting44. It's the exterior of shipping containers that may be sprayed with pesticide.

I never bother washing brand new clothes before wearing unless it's that rare item that has a strong chemical odor. I haven't had one for several years.

Re: Please stop repackaging/sending gross customer return items

cindyNC — Thu, 12 Jun 2025 15:59:27 GMT

Wow - never knew that about perfume.

Re: Please stop repackaging/sending gross customer return items

SarrahQVC — Thu, 12 Jun 2025 16:10:41 GMT

Hello, I am truly so sorry that we ended up sending you defective, used items. I can definitely understand your disappointment with us since the items ordered were not "as is," and we'd love to help make this right for you.

Please reach email us at QVCSocialTeam@qvc.com with the associated order numbers, so we can further assist you.

Re: Please stop repackaging/sending gross customer return items

cjm61 — Thu, 12 Jun 2025 18:09:12 GMT

Hmmm @DJs mom I guess I'm not understanding the difference in our posts. Of course there's a difference in Brick n Mortar stores. THAT is why I am stressing to shoppers to buy locally instead of online if they have an aversion to items that may be customer returns. They also need to be aware that many items have been tried on and possible returns with local stores as well. If it's important to you, by all means, do not buy As Is or Waitlist. As I pointed out, these categories are more likely than not to be a return.

I have purchased from QVC for 37 years. I have never received anything stained or damaged to the point I have to return it. This is not to say it doesn't happen. But, with over 300,000 items ordered daily, eventually you may receive an item that is not acceptable to your standards.

Lastly, I think a lot of blame should be placed on the people making these returns with perfume. Not sure why people feel they must wear enough perfume that it reeks on clothing. Out of courtesy I wish people would try on apparel after showering, before any products are on their bodies.

@kaydee50 @wilma

Re: Please stop repackaging/sending gross customer return items

SloopJohnB — Thu, 12 Jun 2025 18:53:08 GMT

@SarrahQVC wrote:
Hello, I am truly so sorry that we ended up sending you defective, used items. I can definitely understand your disappointment with us since the items ordered were not "as is," and we'd love to help make this right for you.

Please reach email us at QVCSocialTeam@qvc.com with the associated order numbers, so we can further assist you.

@bluehydrangea

Re: Please stop repackaging/sending gross customer return items

Desert Lily — Thu, 12 Jun 2025 19:24:36 GMT

@cjm61 The OP stated that neither item she purchased was an "As Is" item.

One item was on "Waitlist" and the other item was sold as "in stock."

At B&M stores, we can depend on our own ability to see and smell in-person if an item was used & is defective, had a dead bug smeared on it, smelled like perfume, etc.

I wouldn't try it on and I wouldn't buy something I found defective in a B&M store.

With online retailers, we depend on the retailers' employees to ensure that items are in perfect condition before shipping them out.

- That is a difference between B&M retailers & online retailers.

The only way I've known something I considered buying from a B&M store was a "return" was by the item having a different sales ticket on it, or a "return' sticker on it. If it was put out on the sales floor by mistake with a defect, I'd notice that too (maybe it was a sweater with a hole in it, or maybe a vacuum missing parts.)

I see CS clerks in B&M stores separate returned defective items, and the defects do not go back out on the sales floor. I see CS clerks at Macy's, Kohl's, Target, etc. inspect returns carefully - that's what online retailers' employees should be doing too.

I've shopped QVC for years. I've had only a few defective items over all the years I purchased, but things do happen.

The OP has my empathy. She had normal, positive expectations, but she was let down. I think we all expect to receive non-defective items from any retailer; it's a normal standard to have. Otherwise, why would people order?

I'm glad to see that QVC's customer service is assisting the OP. I'm sure they'll make it right.

Re: Please stop repackaging/sending gross customer return items

AuntG — Thu, 12 Jun 2025 21:36:04 GMT

You've touched on an issue I always mention anytime QVC sends me a survey. Unless an item is returned in pristine condition, I feel it should be labeled AS IS and have the price reduced.

Re: Please stop repackaging/sending gross customer return items

UpNorthGorgy — Fri, 13 Jun 2025 10:38:55 GMT

@bluehydrangea I am sorry to hear about your experience. I have been sent the wrong item three times lately and I thought that was annoying. Thank you for sharing. With the cost of clothing Q sells a shame it is not new as ordered.

I don't think items are even checked any more period. Pass it on. Repackaged if needed and sent back out.. Years ago 90s Q sent a note to circle where on a clothing the problem and describe the issue be it a stain, hole or smell. Quality is not the same from Q and neither is Convenience to keep returning.