Customer Care

[handygal2]

This has been a widespread problem, with many threads about it in these forums over the years. Customers are often charged for using the prepaid $6.95 or $8.95 Q return label, when we actually pay our own way when returning items. (Often, it's a lot less costly that way).

This is an ongoing problem that QVC needs to address. It doesn't seem to be improving, and many customers feel that they are being cheated, while others who don't check their statements vigilantly are unaware that they are losing money.

QVC risks alienating and losing customers if this problem isn't addressed, IMO.

[Gradysmom]

I also don't think it equatable to charge between $7-$9 to return something that had an original shipping charge of $3.  

[millieshops]

It is a problem, but since it doesn't happen thousands of times a week, it's probably not a big percentage of their returns.  On the Forums we're far more likely to hear about problems than successes -  and that's been true every where long before Internet shopping -  people complain exponetially more than they compliment.

Two thoughts -  one is my usual that we as consumers should care more about our money than anyone else does so we better watch it carefully.  I consider that MY JOB. 

The other -  I don't know enough about warehouse and computer procedures to understand how they could eliminate the issue every time, but if getting it done involves someone earning minimum wage or close to that -  I'd say lots of luck getting perfection.  Sorry if this insults someone but my high school teaching experience tells me that you can have all the policies you want and some will always forget or ignore them. 

Is there a way to have a machine do every package without human intervention in the process?

[Magny]

You can check your "order status".  When a return is credited, you can see immediately if the refund is missing $6.95, & deal with CS IMMEDIATELY.

[fthunt]

$3.00 on purchases doesn't really cover the true cost of shpping; but Q put policy in to increase sales. For returns - customer will pay the real cost of S/H to discourage returns.... which is a huge cost to them.

[handygal2]

---

@fthunt wrote:

$3.00 on purchases doesn't really cover the true cost of shpping; but Q put policy in to increase sales. For returns - customer will pay the real cost of S/H to discourage returns.... which is a huge cost to them.

---

I believe that the Q gets a very large "bulk" discount from their shippers. Also, l've read that returns are actually a source of revenue for them, according to people who read the Q's quarterly report to shareholders.

[fthunt]

.and I agree with your statement - handygal

[KathyPet]

THe returns are loaded on a conveyor belt and sent through a scanner which is set up,to recognize a QVC prepaid label.  IF the label is on the return the package goes one way.  No QVC label the package goes a different way.  HOw hard is this to do????

[JustJazzmom]

---

@KathyPet wrote:

THe returns are loaded on a conveyor belt and sent through a scanner which is set up,to recognize a QVC prepaid label.  IF the label is on the return the package goes one way.  No QVC label the package goes a different way.  HOw hard is this to do????

---

Well the machine must have been broken in Lancaster, PA this week because I had to call about the deduction made to my CC even though I used my own label. 

[DJs mom]

---

@millieshops wrote:

It is a problem, but since it doesn't happen thousands of times a week, it's probably not a big percentage of their returns.  On the Forums we're far more likely to hear about problems than successes -  and that's been true every where long before Internet shopping -  people complain exponetially more than they compliment.

Two thoughts -  one is my usual that we as consumers should care more about our money than anyone else does so we better watch it carefully.  I consider that MY JOB. 

The other -  I don't know enough about warehouse and computer procedures to understand how they could eliminate the issue every time, but if getting it done involves someone earning minimum wage or close to that -  I'd say lots of luck getting perfection.  Sorry if this insults someone but my high school teaching experience tells me that you can have all the policies you want and some will always forget or ignore them. 

Is there a way to have a machine do every package without human intervention in the process?

---

Truthfully, we don't know how many times a week it is happening. It could be more or less than thousands. Also, I'm sure it is happening to many people who are not posting on this forum.