topic Stating the Obvious...Please Fix the Exchange Program in Suggestion Box

Stating the Obvious...Please Fix the Exchange Program

NoraBatty — Mon, 02 Oct 2017 20:11:42 GMT

I represent yet another "free" exchange casualty. I purchased the GILI faux leather peplum moto jacket, and it was a little too big. I thought, no big deal, I'll take advantage of QVC's free exchanges and get a smaller size. So I filled out the return form as an exchange for a smaller size (which has NEVER been out of stock). I used the Q return label and sent the jacket back.

Lo and behold, I checked today on the status of the exchange and the exchange was processed as a return. I checked my credit card statement and the credited amount is $8.95 less than the amount originally charged. So the shipping was not refunded.

Oddly enough, my order status does show that another jacket in the desired size was ordered, but then marked CANCELED. It still shows an EDD (????)

Is that how exchanges appear in the order status? As a return, and then a canceled order? If that's true, please let us know.

I still need my original shipping refunded. And if the exchange is truly canceled, I do not want it. Money speaks louder than words and if QVC loses a purchase over this, so be it. They need to be motivated to fix the exchange program.

Re: Stating the Obvious...Please Fix the Exchange Program

racada — Mon, 02 Oct 2017 21:04:59 GMT

This is EXACTLY what happened to me! Only my purchase was a pair of shoes. I commented on it previously, stating QVC apparently would rather have my shipping fees of 9.95 than the purchase price of the shoes, 104.00.

My only concern now is that even though it shows CANCELLED (with an EDD date??), that I will end up charged for shoes I never received. So I will be watching my CC statement closely.....and also as stated before, I will not be making any purchases that I am even remotely unsure of regarding size or color or any other possible variable.

Re: Stating the Obvious...Please Fix the Exchange Program

x Hedge — Mon, 02 Oct 2017 21:13:11 GMT

This effects everyone who shops at QVC. I'm appalled that show hosts are told to continue to tout the 'free exchanges' when in reality, shoppers attempting to make an exchange have experiences like yours, @NoraBatty.

There are so many 'cry wolf' complaints posted by shoppers ( I don't like the way she sits ... she said buh-ton instead of but-ton ... I think her hairstyle is unbecoming ) that I'm afraid this grievance about product exchanges won't be singled out and given the immediate attention it warrants.

Re: Stating the Obvious...Please Fix the Exchange Program

SandPiper — Mon, 02 Oct 2017 21:16:18 GMT

The same thing just happened to me today except it was a jacket I returned for an exchange. A couple days ago I get an email that my replacement will be shipped shortly and now the replacement order is cancelled. I checked stock and they have it in the replacement size.

This was my first exchange with the new system and I thought when I got the email that the transaction was going smoothly. NOT.

Re: Stating the Obvious...Please Fix the Exchange Program

SandPiper — Mon, 02 Oct 2017 21:39:48 GMT

I just got off of "live chat" and they told me that the order was cancelled in error and I was refunded the item minus shipping. She asked if I wanted to reorder, I told her no and to refund me the shipping charges. After trying to get me to reorder, she finally told me she refunded the shipping charges. It took approx 3-4 minutes to resolve on live chat.

I too will join the group who will not order unless I am totally sure of sizing. I am not going through this every time I need to exchange something. Oh and I will be watching my cc like a hawk for my shipping charges.