topic Re: Why QVC changed in Suggestion Box

Why QVC changed

chessygal — Thu, 27 Feb 2014 18:39:40 GMT

Maybe it's because we returned too many items. When was the last time you went back to your local store and brought back something you purchased?

The liberal habit of returning maybe was too much for them. I know from buying from Liquidation Channel you cannot return anything under $200. No and's, or's, or if's about it. It's like your parents putting down their foot and that is exactly what LC does and lives by it.

QVC being more indulgent probably drowned in returns so they made a major overhaul of their whole system and began focusing on a limited number of products which in their view are winners.

Re: Why QVC changed

mercyMe — Thu, 27 Feb 2014 19:03:30 GMT

QVC's rate-of-return is 30% on clothing. Surprisingly to me, this is low. It should be 75% because I have NEVER had clothes fit the same ~~ same size/same item # ~~ and using the designer's sizing chart is worthless, at least for me). If QVC would fix this (it's called "First-piece-inspect") to ensure all is correct with vital measurements, then returns would be minimal.

Re: Why QVC changed

Daysdee — Thu, 27 Feb 2014 19:45:56 GMT

If they would have kept their higher standards and higher quality, they wouldn't get so many returns. I think a good part of their business is because of the liberal return policy. Also, I'm sure many people don't bother to return items so that is profit for QVC. Many say they didn't like a kitchen item or a cosmetic so they threw it in the trash. A lot of people say they didn't bother to do a return because it was only around $20-$25. I know posters here have said they have received warning letters that they are returning too much. However, hosts emphasize if you don't like an item you can return it "even if the jar is empty." Carolyn emphasized last night if you don't like a food item you can get a refund and you don't have to return the food. If these return policies weren't working for QVC, they would change the policy.

Re: Why QVC changed

HC Consultant1 — Thu, 27 Feb 2014 21:24:39 GMT

On 2/27/2014 Daysdee said:
If they would have kept their higher standards and higher quality, they wouldn't get so many returns. I think a good part of their business is because of the liberal return policy. Also, I'm sure many people don't bother to return items so that is profit for QVC. Many say they didn't like a kitchen item or a cosmetic so they threw it in the trash. A lot of people say they didn't bother to do a return because it was only around $20-$25. I know posters here have said they have received warning letters that they are returning too much. However, hosts emphasize if you don't like an item you can return it "even if the jar is empty." Carolyn emphasized last night if you don't like a food item you can get a refund and you don't have to return the food. If these return policies weren't working for QVC, they would change the policy.

I think most people think returning items by mail is a hassle. In fact, most rebate offers remain unclaimed because people don't want to bother with mailing the documents etc. So, I think, QVC is ahead of the game in the return area.

Re: Why QVC changed

chickenbutt — Thu, 27 Feb 2014 21:52:10 GMT

ITA with Daysdee that, had they kept up the quality they used to sell, it would be different.

Also, since their exposure is so huge the number of rip off artists they attract is going to be larger. There are always people who buy stuff to just use and then return so they can get their money back and have used it for free. That increases costs a lot.

Now that they have gone to numerous sub-standard Chinese companies to manufacturer, especially, a lot of their in-house type brands (read-Temptations, etc) they have a much higher profit margin. This allows them to continue their return policies and still make a lot of money.

Re: Why QVC changed

Suhse — Thu, 27 Feb 2014 22:08:31 GMT

On 2/27/2014 mercyMe said:
QVC's rate-of-return is 30% on clothing. Surprisingly to me, this is low. It should be 75% because I have NEVER had clothes fit the same ~~ same size/same item # ~~ and using the designer's sizing chart is worthless, at least for me). If QVC would fix this (it's called "First-piece-inspect") to ensure all is correct with vital measurements, then returns would be minimal.

Unfortunately, the sizing problems aren't limited to QVC or any retailer.

Frustrating and annoying as it is, anytime I shop in Department stores, if I want to buy an item in multiple colors, for instance, I make a point to try every piece on. It may be same item, same size, (supposedly), just another color, but, I've had too many times, when I didn't try each piece on, and discovered that the fit was not the same, at all.

It seems to be an industry wide problem.

Re: Why QVC changed

Hibi — Thu, 27 Feb 2014 22:18:13 GMT

I thought they had to offer a return policy because its the law. So I think it's something they have to do, not something they offer to "be nice".........I think all tv retailers have to do this.

Re: Why QVC changed

Daysdee — Thu, 27 Feb 2014 22:28:56 GMT

On 2/27/2014 HC Consultant1 said:
On 2/27/2014 Daysdee said:
If they would have kept their higher standards and higher quality, they wouldn't get so many returns. I think a good part of their business is because of the liberal return policy. Also, I'm sure many people don't bother to return items so that is profit for QVC. Many say they didn't like a kitchen item or a cosmetic so they threw it in the trash. A lot of people say they didn't bother to do a return because it was only around $20-$25. I know posters here have said they have received warning letters that they are returning too much. However, hosts emphasize if you don't like an item you can return it "even if the jar is empty." Carolyn emphasized last night if you don't like a food item you can get a refund and you don't have to return the food. If these return policies weren't working for QVC, they would change the policy.

I think most people think returning items by mail is a hassle. In fact, most rebate offers remain unclaimed because people don't want to bother with mailing the documents etc. So, I think, QVC is ahead of the game in the return area.

I agree. I think many people don't open items right away and all of a sudden they feel it is too late to return; they don't want to bother packing it up; they threw away the box and receipt and don't want to find a box and print a return label; don't want to go to post office and wait in line, etc. I think QVC counts on the "we only have 100 left" so hurry and order and probably a large percentage of the customers won't return even if they aren't completely satisfied with the purchase.

Re: Why QVC changed

chessygal — Thu, 27 Feb 2014 22:48:06 GMT

On 2/27/2014 Hibi said:
I thought they had to offer a return policy because its the law. So I think it's something they have to do, not something they offer to "be nice".........I think all tv retailers have to do this.

According to the Pennsylvania Attorney General, Kathleen G. Kane's website, she has written: "a major misconception some Pennsylvania residents have about stores and sellers is that they have to take returns, particularly if you have a receipt. This is not true. Make sure you check the store return policy before buying any product; this could help avoid future headaches." and in the State of Michigan, the Attorney General, Bill Schuette, says on his website: "The law does not require the store to accept returns of items unless the items are not as represented or are defective ... the law that applies to returns generally covers both on line and in store sales."

I found it easy to return things to QVC because I lived close to the Post Office.

Re: Why QVC changed

Hibi — Thu, 27 Feb 2014 23:12:53 GMT

I thought the legal issue had to do with tv sales, not necessarily online sales. This was years ago, before online existed......

Re: Why QVC changed

CalminHeart — Fri, 28 Feb 2014 01:28:20 GMT

On 2/27/2014 Daysdee said:
If they would have kept their higher standards and higher quality, they wouldn't get so many returns.

ITA

Re: Why QVC changed

stevieb — Fri, 28 Feb 2014 03:48:24 GMT

Their return policy might have been very 'generous' at one time, but almost anywhere I shop these days has a policy that's pretty much as 'generous'. I don't think their narrowed focus has a thing in the world to do with returns. They seem to think this 'model' is a winner but it isn't working for me. Personally, I think it's all about avoiding a large inventory which helps cash flow. This is also possibly why we're seeing more advance sales than ever before since QVC doesn't have to put the money out there to maintain inventory they might or might not be able to sell. And I'd also hazard a guess that this 'model' and the appearance that more and more things are shipping directly from manufactures lead to cost savings in warehousing...

Re: Why QVC changed

KYToby — Fri, 28 Feb 2014 04:01:39 GMT

QVC has changed because electronic retailing changed. MMany people seem to forget that when QVC started, there was no internet nor Amazon around -- nor the countless other retailers available online.

QVC, when it began, was the source for many unique items. No, thanks to online shopping, there are a multitude of places to obtain the same merchandise -- usually at lower prices and with lower shipping. How many people have said -- over and over again -- that if they see something they like, they look online first for the item. QVC, as a result, has to focus primarily on their house brands and special configurations for many items because these cannot be obtained elsewhere.

QVC actually maintains a large inventory, but rarely will we see the items which can be purchased elsewhere on the air. Why? Simple -- anything aired on QVC will ultimately be searched for online and, in many cases, purchased elsewhere if cheaper.

Additionally, because very few people sit and watch QVC all day long (the demographic has changed), they ultimately end up showing items numerous times in order to advertise the items to other viewers.

I remember the days when QVC sold TFal cookware, Capidamonte, Hummel figurines, and Polish stoneware. These days are gone because QVC can no longer compete with these types of items. Besides, on a day when they have something like Vitamix and sell 17,000 or more $400+ blenders, why would they want to go back to selling can openers?

Re: Why QVC changed

lovesrecess — Fri, 28 Feb 2014 04:19:53 GMT

On 2/27/2014 SUHSE39 said:
On 2/27/2014 mercyMe said:
QVC's rate-of-return is 30% on clothing. Surprisingly to me, this is low. It should be 75% because I have NEVER had clothes fit the same ~~ same size/same item # ~~ and using the designer's sizing chart is worthless, at least for me). If QVC would fix this (it's called "First-piece-inspect") to ensure all is correct with vital measurements, then returns would be minimal.

Unfortunately, the sizing problems aren't limited to QVC or any retailer.

Frustrating and annoying as it is, anytime I shop in Department stores, if I want to buy an item in multiple colors, for instance, I make a point to try every piece on. It may be same item, same size, (supposedly), just another color, but, I've had too many times, when I didn't try each piece on, and discovered that the fit was not the same, at all.

It seems to be an industry wide problem.

True...it's called quality control and it seems to be a thing of the past

Re: Why QVC changed

Kay SD — Fri, 28 Feb 2014 08:00:52 GMT

Yes, and even if garments could be all the same measurements, the fit would still not be universal, because so much has to do with the cut and fabric and details. If i go to a physical store, I probably try on ten or more items before I find something that's just right. I really can't expect the odds to be better buying online--worse, if anything, because I can't see it before trying it. I don't hold this against online retailers like QVC; it's just how it is. We're all just a bit different. However, it does keep me from buying much clothing online anymore.

Re: Why QVC changed

scotnovel — Fri, 28 Feb 2014 22:58:25 GMT

On 2/27/2014 KYToby said:
QVC actually maintains a large inventory, but rarely will we see the items which can be purchased elsewhere on the air. Why? Simple -- anything aired on QVC will ultimately be searched for online and, in many cases, purchased elsewhere if cheaper.

QVC has a whole group of items in the AS Seen on TV category so you will in fact see a number of items that can be purchased elsewhere on the air. In addition other products, like Wen, certain cosmetics, Vitamix. some small appliances etc are all sold on air elsewhere often through commercials and certainly, while not on air, through multiple web sites.

Re: Why QVC changed

stevieb — Tue, 04 Mar 2014 16:09:38 GMT

Of course, part of the solution to shoppers using QVC to point them in the direction of another retailer selling items for less and with less costly shipping is to make their own prices and shipping costs more competitive... If they did so, even marginally, shoppers might purchase items here rather than seek information about a product here only to jump ship and order it elsewhere... And really, as noted, many of these items that QVC offers perpetually and sells in volume are not often exclusive to QVC and can also be obtained elsewhere for less. Were I in the market for a Vitamix (Dyson... Dell...) and I'm not, my bet is I could get one home for less, too...

Re: Why QVC changed

BTO_1 — Wed, 05 Mar 2014 16:15:08 GMT

I don't buy much from QVC anymore because I was finding that the quality of products had significantly diminished. In addition to that, I've been able to find some of the same products elsewhere for better prices.

Re: Why QVC changed

Spurt — Sat, 08 Mar 2014 18:33:18 GMT

On 2/27/2014 mercyMe said:
QVC's rate-of-return is 30% on clothing. Surprisingly to me, this is low. It should be 75% because I have NEVER had clothes fit the same ~~ same size/same item # ~~ and using the designer's sizing chart is worthless, at least for me). If QVC would fix this (it's called "First-piece-inspect") to ensure all is correct with vital measurements, then returns would be minimal.

Hi mercyMe I totally agree their sizing chart is WORTHLESS because QVC's clothing sizing is so INCONSISTENT!!! It varies with different vendors and even with the SAME vendor. I came back and ordered the exact same top in the same size and I weigh the same, my body is the same and when I receive the clothing the sizing and even the fabric is DIFFERENT! I've had to size down, size up and I frankly buy far less clothing than I did in the past ....instead of using my gasoline to drive to the post office, I just drive to the mall where sizing is CONSISTENT and purchase the items and no high shipping either!!! Funny how I can buy Jones Of New York, Westbound, Karen Scott and I wear my regular size....I've heard QVC host talk about how picky that QVC is with the quality on various items....then why is the quality and sizing so inconsistent with clothing. QVC needs to pay attention to the reason why items are returned!

And if the host/vendor would concentrate on measurements and fabric and merchandise info instead of acting silly and are more concerned with sharing family stories and telling what their Facebook friends think...maybe just maybe they'd have more sales and less returns!

Re: Why QVC changed

Spurt — Sat, 08 Mar 2014 18:51:07 GMT

On 2/27/2014 KYToby said:
QVC has changed because electronic retailing changed. MMany people seem to forget that when QVC started, there was no internet nor Amazon around -- nor the countless other retailers available online.

QVC, when it began, was the source for many unique items. No, thanks to online shopping, there are a multitude of places to obtain the same merchandise -- usually at lower prices and with lower shipping. How many people have said -- over and over again -- that if they see something they like, they look online first for the item. QVC, as a result, has to focus primarily on their house brands and special configurations for many items because these cannot be obtained elsewhere.

QVC actually maintains a large inventory, but rarely will we see the items which can be purchased elsewhere on the air. Why? Simple -- anything aired on QVC will ultimately be searched for online and, in many cases, purchased elsewhere if cheaper.

Additionally, because very few people sit and watch QVC all day long (the demographic has changed), they ultimately end up showing items numerous times in order to advertise the items to other viewers.

I remember the days when QVC sold TFal cookware, Capidamonte, Hummel figurines, and Polish stoneware. These days are gone because QVC can no longer compete with these types of items. Besides, on a day when they have something like Vitamix and sell 17,000 or more $400+ blenders, why would they want to go back to selling can openers?

I don't watch all day long.....I only watch the couple of shows or vendor shows that interest me. I check the program guide and see the same things over and over. And even in the shows I watch (AM Style PM Style as examples) the merchandise is so repetitive that I change the channel or find something else to do.

If they show the same 15 items over and over and over they have to reach a saturation point and certainly won't attract new viewers if every time the potential customer is channel surfing and sees the same thing on air (just like Shop HQ and watches)...and that's why QVC's sales overall have been FLAT for some time now....price increases and high shipping enable them to eek out a small profit.(which is a two edged sword and makes QVC uncompetitive)......so overall what they are doing isn't working too well.

I will give you an example...it looked like Valerie Parr Hill was going to be kicked to the curb....well instead of her shows being aired early in the morning (Im talking 2AM or 3AM) they put a couple of her shows in prime time---people were selling out items on the set that were not even presented....they gave her a TSV of mercury globes they sold 150,000 plus items....all of a sudden the Q got a "brainstorm" that there is a home decor customer out there...imagine that....now we see VPH more frequently....

Its a matter of knowing your customer, having good buyers, and airing in a time when your working customer can watch and buy. QVC is currently FAILING in these aspects..They continuously put the unique shows on during the day when working folks arent watching and save the same qwap for evenings and weekends!

And no matter what QVC says the demographic hasnt changed....will a 20 something buy all these anti-aging creams and lotions and treatments, or hair restorer, do they cook?....or how bout the clothes they refer to as "frumpy"....and the electronics are mostly clearance purchases because the manufacturer is coming out with a new model ---oh yes, sure to attract the younger demographic for sure....