Customer Care

[crazy4bears]

I recently returned a pajama set for EXCHANGE and I see that they issued a refund. The item is STILL available and SHOULD have been exchanged! And no I am not reordering it because it was their mistake.

This is the THIRD time that I have had some lazy employee just refund me when I clearly put EXCHANGE on my return form.

So the hosts need to not state you have free exchnages of an item if it does not fit because it isnt' happening.

Q you need to explain the difference to your staff!

[charsha]

@crazy4bears I also have had this happen more than once. I now print outside in big sharpie letters that it is an exchange, and also do this on the inside sheet. Seems to work for me. 

Here's another issue, though.  On a recent "exchange" I called CS wondering why the item was not sent out. CS rep had it sent and I got it overnight. Now this week, I also received the initial asked for exchange.  I should return it, but will have to monitor my acct. to make sure I am not charged the return fee, as it was their error. SMH

[SarrahQVC]

Good morning! I am so, so sorry that we refunded you for a return when you had requested an exchange and that this is not your first time experiencing this mishap with us at QVC. It really disappoints me as a customer myself to see errors like this take place, and I can truly understand the frustration you must be feeling with us.

What I can advise on my end is that when you drop off your return, please contact our Customer Service line at 800-367-9444 (7am - 1am ET) or email us at QVCSocialTeam@qvc.com with your order number. With the proof of return showing in the Q return label tracking, we will be able to send out your exchange. In this way, you receive your exchange and the return is processed in our system.

[SarrahQVC]

Good morning! I really am so sorry that you have also shared the experience of having exchange return requests refunded instead and that we have additionally sent out a duplicate exchange to you. This is not the typical experience we want you to have with us, and we'd be happy to take a look into your account to help make this right for you.

As a small token of our apology, I have issued a 5.00 credit for immediate use on your next purchase with us. We hope you can give us another chance to give you a better experience in the future.

Please let us know if you need any additional assistance, and we wish you a lovely Sunday.

[JudyL]

@crazy4bears This happened to me recently also.  I had ordered a Joan Rivers blouse when it was a TSV for about $40.  I returned it for an EXCHANGE for a larger size and clearly marked it on the enclosed paperwork.  Instead I got a refund.  The blouse is available, however, now it is $61!  I am not paying $61 for that item.  Am so disappointed 

@SarrahQVC  - Customer Service needs to be more careful.  I understand that there have been issues with the Ontario warehouse - where my item went - but people need to be trained better or at least to be more careful and actually look at the enclosed paperwork.

[Kachina624]

I recently had the same experience. I did notice the price of my item increased so presumably they prefer I reorder at the higher price. They can just keep it.

Seems as though no aspect of QVC is working properly; the can't do exchanges, can't ship properly and the computers are full of unrepaired glitches. I'm thoroughly disgusted.

[loriqvc]

Although it is possible a simple mistake was made, I think QVC is experiencing issues with its inventory system as to which items are truly available and which are not. The "Just Missed It" banner when attempting an order is one clear symptom of this, and order delays/backorders are another. So I would guess in many situations, even though it may appear that a requested exchange item is available in a specific color and size, that may not be the case, and if a new order was placed, the item might not actually be available despite what the online system shows for a particular item listing.

However, all that said, I recently requested an exchange and had it processed properly; I'm supposed to get my new pants this week. So even though there are issues in a lot of QVC's ordering and fulfillment areas, it is possible to have things go smoothly. (I also have been lucky to have just one delayed order in the past three months—all of my other items have been delivered within a maximum of 10 days of the order date.)

Good luck to everyone!

[Kachina624]

@loriqvc. I think exchanges go smoothly only when the price remain the same or decreases. If it was at a special price and has increased, it seems refund are issued charging return fees. I guess they optimistically think we're going to reorder at the higher price. NOT!!!

[elated]

In my experience, I have found that I email QVCeasyreturns@qvc.com and cc: qvcsocial team@qvc.com with my order number, return tracking number and what size or color I want to exchange. I have had no issues when I follow this procedure. I know you need to take extra steps to get it done but it shouldn't. 

[SarrahQVC]

Good morning, Judy. Thank you for taking the time to reach out to us about this. I definitely share this sentiment with you as it is important to ensure that our customers receive a complete and accurate experience - this can all start with how orders are organized and packaged in the warehouse. We value your feedback and have passed this along in the hope of improving our customer experience.