Community Chat

[moonandthestars]

Didn't the exchange procedure get updated so that customer care could send out the new item in a new size or color and you had x number of days to return the original?  Did I hallucinate that? I thought I even did that about a month ago. I just did a chat and asked about it / requested it and was told they only do that in extreme cirumstances - otherwise, just return the original and write the exchange request on the invoice.  ?

[Bhvbum]

This is ridiculous, of course the new size or color will be sold out by the time all that happens.   It costs QVC to pay for shipping out that 2nd item and process the one that was returned.  What better way to discourage making exchanges or is that the idea?  

[Effie54]

I would call Customer Service in the morning. You don't know who you're getting when you chat or where they're from. They may not be aware of the return policies. 

[Kachina624]

@moonandthestars   Did you read the procedure for doing an exchange?  It's clearly described in the Customer Service section.

[moonandthestars]

@Kachina624 So the answer to my post is that I was mistaken and that the exchange policy and procedure has / had not been updated?  Just return the item and mark on your invoice if you want an exhange and to what (and all that shipping would be free).  I don't know why I thought that had been updated to a new, faster, more helpful exchange policy!

[Kachina624]

@moonandthestars    Are you not able to look up the procedure?

How can I return or exchange an item?

If you’re not happy with your purchase, you can use one of our convenient return options to send it back to us for an exchange or refund: our Q Return Label, which can be printed online or at a USPS or UPS location using a QR code, or by using the shipping carrier of your choice.

To obtain a Q Return label, go to Order Status, view the order you wish to return, then click Start a Return and follow the simple step-by-step instructions.

Step 1: Select which item you would like to return from the order and let us know the reason for your return.

Step 2: Choose a return method:

Option A: Print your prepaid Q Return Label

Option B: Generate a USPS or UPS QR code

Option C: Use a shipping carrier of your choice

Step 4: Select how you would like your return to be handled (refund, replacement, etc.).

Step 5: Repack all contents in the original packaging including the item and the provided pack slip (if available) or note with your order number, and cover/remove all original shipping labels on the box or package it arrived in. Some items consist of several parts or pieces; always return the entire item or set for a replacement or refund. Please do not mix jewelry and non-jewelry items.

If you printed the Q Return Label, affix your printed label to your packaged item and return it to one of the carriers listed on the Q Return Label. If you are using a USPS or UPS QR code, bring your item to your local USPS or UPS store and they will print the label for you and affix it to your package.

Charges for the Q Return Label appear right on the label. Your return fee is deducted from your refund, or for check orders, deducted from merchandise credit. Purchasing insurance is not necessary because it's included with the label charges. If an item is returned due to defect, QVC was in error, or you are requesting an exchange/replacement, QVC will refund the shipping & handling and will not deduct the Q Return Label fee.

If you're returning through a shipping carrier of your choice, select ground service and insure the item for full value of the merchandise being returned. Remember to enclose the completed return form in the package. Keep the remaining invoice for your records. Send your package to the QVC return address provided on the Q Return Label, or, if not using the Q Return Label, select the return address from this list based on the product type and your location. For returns, credits to a credit card will be applied upon processing but may not appear on your statement for one to two billing cycles

[moonandthestars]

@Kachina624  lol.  I did look it up after you originally posted and before I posted again.  For some reason I was sure that they changed the policy fairly recently to a new way to handle it.  It seems I dreamed it though.

[Southern Sarah]

You did NOT dream it.

I took advantage of the new policy several times.  Then suddenly it was as if it had never existed on QVC.  Of course, with HSN all you have to do is call to request the exchange.

I believe that QVC' s system was not ready to do the new exchange policy correctly, and it resulted in duplicate items being sent out.  That is what happened in my case.

[debfau]

The three recent exchanges I tried to do the item/size/color I needed was then gone - if I hadn't gotten free shipping the first time I would have just re-ordered and then returned original.

I love HSN's exchange program - you just go online to Order Status and you click on the item and if it's less than the 30 days you click on Exchange and you can see what size/color is available and your item gets shipped out the next day or so.

[Sage04]

QVC is losing a lot of sales if this is the way it's done now. I've read where Customers request an exchange but get a refund instead. In that case I would not reorder.

I ordered a Joan Rivers dress and needed an exchange. Called, and was told that the exchange would be send out the next day and I had a certain amount of days in which to return the item or I will be charged. I received the item even before I had done the return.

Same with HSN. No problem there.