Community Chat

[kb122402]

People need to beware!  I called customer service this morning on some issues with a current return and refund.

While on hold I saw an item that I had previously returned because it was defective.  When I returned it I marked on the return slip it was defective and told why it was defective, but I noticed I was charged for return shipping and did not receive a full refund on the order itself. 

I asked customer service about it and was told that if customers have a defective item you have to call customer service to report it.  I was told it doesn't matter what is marked or noted on the return slip.  If you do not call you do not receive a full refund for your initial purchase and return shipping.  I was told the people handling the returns just unbox them and do not pay attention to anything written on the return paper.

Imagine my surprise!  What is the point of having us mark on the back of the return the reason for the return?  Why is it not clearly marked that if item is defective you have to call customer service before item is returned in order to get the proper refund?

I was neglectful in not following up on the item to see if it was processed correctly.  I do not return many items but in going back I did find items that were returned because of a defect and on most I did not receive the proper refund.  Very discouraged and disappointed in how this is being handled.  In addition to customers not receiving the proper refunds how many items are being reshipped even if they are defective because the warehouse doesn't read the return slips?

So just be aware of you are returning anything to call customer service and then followup on the actual refund you receive.

BTW the initial reason for calling customer service this morning was because I had called customer service about an issue with some Clark shoes and was assured QVC made the error, and I was to return the shoes and a full refund would be given.  Instead of being given a refund of almost $72 I was only given $36.  So even if you call customer service you still have to be diligent and follow through.

[makena]

I've never had to do that.  Is this a new rule?  If so, they should put it on the slip.

[SunValley]

I called yesterday about a defective item and CS said marking it on the return slip was sufficient. So now I have no idea which method will ensure I get my postage refunded. I will be sure to check the return amount. There should not be differing information from CS. 

[IMW]

I always call if there is a defect, and have never had a problem getting s&h refunded. 

I don't think QVC policy is unreasonable.

Sorry you had an issue.

[GCR18]

I never heard of that either.  Sounds like a new c/s rep.

[Plaid Pants2]

I have never had to call when I sent something back that was defective.

I just marked it on the slip, and I always got all my money back.

[kb122402]

I don't think the policy is unreasonable but we need to know what the true policy is and then it needs to be honored on both sides.  We assume since it is not indicated on return slip that we are not required to call.  We assume since there is a box to check if item is defective and reason why that this is all that is needed to receive the proper refund.  I understand that there are probably people who unfortunately mark things defective that are not because they do not want to pay for return shipping and lose their original shipping.  But I think this is probably the exception to the rule.  There just needs to be a very clearly indicated procedure and policy and then we can do what is required and receive the proper refund.  The return shipping charges are costly enough now that throwing away $6.95 to $10.95 for return shipping is not an option for me and then you also lose your orignial shipping charges. 

[Spurt]

I returned a defective item and I did call to advise QVC of the issue and to assure I would receive my original shipping and wouldn't be charged for the cost of mailing the item back.  I did follow up and was properly refunded....

[kb122402]

At first I thought that maybe that was the case which it may be,  but then you have to wonder does the warehouse have a group of people who are handling the returns that do not know the proper procedure either.  I just made the comment so people could watch their refunds closely as probably most of us cannot afford to throw away good money.  I'm glad to hear you did not have an issue as there have been times mine was handled correctly but in looking back there were more handled incorrectly than correctly.

[StraytoStay]

They need better quality assurance, too. I've had to return for three badly sewn necklines this year so far, one by Liz Claiborne and two by Denim & Co.