Customer Care

[geezerette]

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@AZfem wrote:

The only way I've gotten an exchange to work is to write a big note in black marker & tape it to the item with instructions. They don't read the little tiny print on the return sheet. 

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I've never tried to exchange anything, but some have said they call customer service when they want to exchange. 

[rockygems123]

@Tomboy 

It hasn't worked in a long time just by mailing back with a note.

A call to customer service works, they place the new order and refund is given for the old order.

[Poohbear52]

It is hit or miss when it comes to exchanges with QVC for me. I do say I want an exchange when submitting it in, then write in black marker on the paper what I want. Sometimes it works, sometimes it doesn't. I keep an eye out on which it'll be. If they end up returning the item, I'll call cs to straighten it out. A hassle yes, but if I really want the item I'll do it that way.

[loriqvc]

The process is not consistent, but I frequently receive exchanges when I request them (I'd say I probably have a 75% or better success rate). Just last week, I sent back a top for a return/exchange for a different size, and the replacement has been shipped and is scheduled for delivery to me on Saturday. This was actually one of the quicker turnarounds on a transaction that I've experienced.

With the new online return/exchange initiation process, the form requires written details of the desired exchange—I always make sure I use a bright highlighter or red marker to circle the "Return/Exchange Method" note that is generated by the system and then add "PLEASE EXCHANGE FOR _____" with the information about the desired new size or color in large block letters. I also used a similar approach with the return labels that used to be sent with orders. As in most service situations, it is a best practice to make requests for assistance as simple as possible.

And even though it's an extra step, if you really want a specific color/size/etc. of an item, I recommend reaching out to customer service or the social team for help. As soon as the UPS tracking shows that the package has departed from the drop-off site or the USPS tracking shows that the agent has picked up the package, call or chat with customer service or send an email to [email protected]. Agents will be able to confirm that the return is on its way and process your exchange request immediately, saving at least a few days in the process and giving you a better chance of getting what you want.

One other note: Over the past couple of years, it has become very obvious that QVC's online inventory listings do not match its actual inventory. There are lots of items that appear in search results and options on item pages that are not truly available for purchase, which you only discover when you click from a search into the item page or try to add things to your cart or check out. So although it is likely that some exchange requests are simply not processed properly at the warehouses, it is even more likely that the website is displaying inaccurate information about availability, which certainly can be frustrating.

[Katrinka23]

I had the opposite happen to me - I made a return because the item was too large (I think it was a jumpsuit).  I know I specifically asked for a credit to my original form of payment.  The person who handled the "return" took it upon themselves to do an exchange instead and sent me a smaller size.  But it all worked out in the end.

[RespectLife]

I did a request for an even exchange for Logo Tees and rec'd the new size in less than 2 weeks.

I normally call CS and have them send it right out, but honestly, I didn't really care this time if I got it or not.

However, on the same day, I asked for even exchange on 2 Felt jeans that were still in stock.

I should have called, but didn't.

Not only did I not get the exchanges, they shorted me on the refund I didn't ask for.

You have to watch them like a hawk, unfortunately.

A call to CS got my shortage credited.  You should get a FULL refund, including original shipping and NOT charged the label fee if they don't do your requested exchange.

By far, the Returns Dept is poorly run.  Either employees are too lazy to complete the task OR it is all automated.

GIANT notes stapled to the item bag have proven a waste of my time.

[catmama]

I've been a customer for years and the first time I requested an exchange, it didn't work.  So I called and the rep I spoke with told me to call before I returned my item and they would send the correct out.  So that's what I've always done.  

[Shopper30yrs]

This just happen to me with some  shorts I ordered, I was awaiting the exchange then I saw my account got a refund minus the shipping, they are currently priced higher then what I paid so ill keepa eye on them on a free ship day.

[rms1954]

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@Tomboy wrote:

I returned an item for a size exchange several weeks ago.  The return has been received by QVC and I have received the credit and although I noted that I wanted an exchange (item was and still is available) on both the QVC return slip as well as the one I printed when I printed my return label, nothing.  Now I am constantly watching my account to make sure they don't charge me for something I didn't get.  At this point, I don't even care if I get it or not.  They've lost a sale because their exchange process does not work.

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I ALWAYS call when I am going to do an exchange to make sure the CS rep puts the info in their notes; also, they will ususally send me out the new item you are exchanging.  So easy.

[Icegoddess]

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@DREAMON wrote:

I have never received an exchange that I requested and I have requested this many times....it does not work.

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@DREAMON me either, and it was still available to buy.  The only time I did receive an exchange was once when I received the wrong color and the CS team here helped me.  Of course, that's also the only time QVC actually did the exchange too, so I received two and had to send one back.