topic Re: Shipping/Return Methods in Suggestion Box

Shipping/Return Methods

movielover — Fri, 10 Mar 2023 05:41:38 GMT

With regard to shipping/returning, it's apparent that new practices are in place and I can only say they need work! The packages that come with the packing slip underneath the shipping label ( instructions are to pull a tab, then tear packing slip along perforated edges) are impossible. The slips are poorly printed and always off center - the perforated edges cut off printed material and paper is so thin that it always tears apart.

Regarding return labels, it seems that they are no longer being provided, so we must print our own. Shocking as it may seem, some people don't have printers, not to mention this philosophy of pushing the work onto the customer leaves a lot to be desired. I was a department store buyer in the 70's and 80's and the first point of training for executives was THE CUSTOMER COMES FIRST. There is no replacement for customer service.....there is no success in retail without it.

Re: Shipping/Return Methods

mimomof4 — Fri, 10 Mar 2023 11:39:15 GMT

Did you join the boards just so you can post a bunch of complaints????

I'm tired of people complaining about the lack of packing slips. Get over it!!!! Many other online retailers have NOT included packing or return slips in their packages. Its a very outdated practice to include them. Yet all of those companies, not just the A company, are able to continue to fulfill orders without customer complaints.

Re: Shipping/Return Methods

Mom2Dogs — Fri, 10 Mar 2023 11:51:22 GMT

@mimomof4 ...I have always gotten a retunr slip so I honestly don't understand how does a customer return something with out the label?

Re: Shipping/Return Methods

RespectLife — Fri, 10 Mar 2023 12:46:11 GMT

We may not like it @movielover but that IS the way of it now.

As mentioned, other companies do NOT give packing or return slips.

I NEVER get one on my Wally, Amz, Target orders. It is NOT just a Q thing.

A printer is now a necessary item IF you still want paper copies of things.

My bank wants to charge me for a paper statement...my CC companies don't want to send them either.

Everything is ONLINE and if you want hard copies....you MUST print them yourselves.

I'm sure you must know someone w/ a printer....you may view it as an inconvenience, and I get that....but this is the world we live in now.

You do know you can contact the mods/CS and have one snail mailed to you, right?

Re: Shipping/Return Methods

Biftu — Fri, 10 Mar 2023 12:47:32 GMT

@mimomof4 wrote:
Did you join the boards just so you can post a bunch of complaints????

I'm tired of people complaining about the lack of packing slips. Get over it!!!! Many other online retailers have NOT included packing or return slips in their packages. Its a very outdated practice to include them. Yet all of those companies, not just the A company, are able to continue to fulfill orders without customer complaints.

You seem to feel very strongly about this! I rarely order online other than the Q or the A so I can't speak to your statement, However, returning items for A is different since you can return it locally without a packing slip, not so with the Q you need a packing slip. I don't have printer and have no need for one so returning items to the Q if a packing slip is not included is a real pain. If I could return it locally it would not be a problem.

Re: Shipping/Return Methods

Reilley — Fri, 10 Mar 2023 12:50:44 GMT

@Mom2Dogs I have on several occasions not recd a return label. Regardless I always follow this method when returning a pkg.

1. Go to order detail page and open the order you need to return.
2). Open VIEW ORDER

3). Click on the START RETURN button and follow instructions. Once completed you can print the return shipping label and the return packing slip.

Or you can contact QVC and they will email you a label.

I like the START RETURN process. this way QVC actually has access to the return and can even track the return.
Recently on several orders I returned, within approx three business days, I recd an email advising me that I will recv a credit within a few days. I asked the CHAT room that the order in tracking still shows the pkg at USPS. QVC told me that because I used this start return process, QVC has visibility to my return and credited me even though it was still at the USPS location.

Re: Shipping/Return Methods

Tori3569 — Fri, 10 Mar 2023 13:30:10 GMT

The most valid reason for any retailer not including a return label is the cost savings involved. Millions of transactions happen with a small percent of returns.

I don't even take a printed receipt at CVS in person, I choose the email option. Less paper I have to recycle.

Re: Shipping/Return Methods

Godsgirl 15 — Fri, 10 Mar 2023 13:52:03 GMT

I totally agree with you. QVC once had the best customer service ever and now the service is sub-standard, atleast the CSR are still kind and as helpful as they are allowed to be. They are going to have to do better in these post pandemic times. People are careful as to how they spend their money.

Re: Shipping/Return Methods

Godsgirl 15 — Fri, 10 Mar 2023 14:02:39 GMT

QVC's claim to fame is their customer service is a cut above others. This is why people are complaining about NOT having return labels included, you know the Convenience as in qvC. When people are use to have excellent service, they notice when things change

Re: Shipping/Return Methods

mimomof4 — Fri, 10 Mar 2023 14:12:07 GMT

@Biftu wrote:
@mimomof4 wrote:
Did you join the boards just so you can post a bunch of complaints????

I'm tired of people complaining about the lack of packing slips. Get over it!!!! Many other online retailers have NOT included packing or return slips in their packages. Its a very outdated practice to include them. Yet all of those companies, not just the A company, are able to continue to fulfill orders without customer complaints.

You seem to feel very strongly about this! I rarely order online other than the Q or the A so I can't speak to your statement, However, returning items for A is different since you can return it locally without a packing slip, not so with the Q you need a packing slip. I don't have printer and have no need for one so returning items to the Q if a packing slip is not included is a real pain. If I could return it locally it would not be a problem.

@Biftu Yes I do feel strongly because I feel this is a big whiny issue. There are many companies who I have purchased from for YEARS without a return packing slip. In fact one very large sporting goods retailer doesn't include slips. If I want to return I go online to my order and initate my return (similar to the A company). The item can be returned to my local store or I can print a return label for the box. Some retailers simply ask you to take the item to a UPS store and they take care of the rest. No printing needed.

The lack of printer is again another whiny issue. Printers can be purchased during back to school sales for $30. Even if its used once a month its not costly at all. Libraries offer free printing services. Be resourceful. At the Post office you can purchase and print postage at a Kiosk which will include the shipping address.

I'm also selective in my ordering from QVC so I don't return often.

Re: Shipping/Return Methods

movielover — Fri, 10 Mar 2023 20:45:22 GMT

Yikes! My message was a commentary on the continuing decline in customer service in the retail industry. FYI, I do have a printer.....just pointing out that some do not. QVC has a large following of older shoppers who may not have all of the technology that others consider essential.

Re: Shipping/Return Methods

sugar plum — Fri, 10 Mar 2023 22:53:27 GMT

Then please educate yourself by reading the slew of previous threads about this same complaint.

Re: Shipping/Return Methods

dave32 — Mon, 13 Mar 2023 23:06:59 GMT

What a great topic! QVC created a monster by mollycoddling it's customer base for decades by including a Return Slip in every package. By doing this, I would bet the return rates were very high and I would further bet it cost QVC a lot of money (which they then likely passed back on to the customer).

In the comments I did read some have figured out how to initiate a return from the QVC website (which is awesome) and I would agree that by doing this, it allows QVC to be more efficient because they can log what's coming back vs. a complete mystery with the paper return slips they used to include in packages.

While I understand it's tough for some customers because they don't have a printer or aren't technically savvy - that said, it's 2023, not 1970.

If you follow the quarterly earnings for QVC, you can read a bit out their Project Athens (https://www.qurateretailgroup.com/newsroom/happenings/an-update-on-project-athens/) - and if you can read between the lines, they need to cut costs and instill efficiency.

Including a Return Label in every package in 2023 is not efficient and only enables customers shop without intent and makes it too easy to return product which is a loss of $ for the company (I would bet more than 50% of what gets returned cannot get resold 'as new').

I applaud QVC for taking this step and joining the current century to remain competitive.

@movielover - I get your point and really just think it's a sign of the times.

Re: Shipping/Return Methods

Effie54 — Mon, 13 Mar 2023 22:56:19 GMT

@movielover wrote:
Yikes! My message was a commentary on the continuing decline in customer service in the retail industry. FYI, I do have a printer.....just pointing out that some do not. QVC has a large following of older shoppers who may not have all of the technology that others consider essential.

I'm sorry that you got flack for stating your opinion. That's not the way these boards should be. It should be a safe zone to make comments or suggestions without being fired upon. I get your point and I tend to agree with you.

Re: Shipping/Return Methods

Catch71 — Tue, 14 Mar 2023 01:50:41 GMT

I have received 10 or more packages in the past few weeks and every one had a packing slip and return label. I only used 1 label, the rest are in the trash.