Customer Care

[PattiL]

The new exchange policy clearly states that the exchange would be "no charge".  But in practice that does not seem to be happening.  First I sent an article of clothing back for exchange.   I noticed that when I checked my order status when the new order was sent I was not given the same price as the first order (that was a TSV).   AND I was charged S&H for the return.  I called customer service, and after arguing awhile I received the refunds.  Now I've returned my Alegria shoes and marked "exchange" and the new  size.  I called customer service today, thinking I would be proactive.  I was told,' They are out of stock" and even if I wanted an exchange I would be charged S&H.  Another argument.  The she refunded my S&H.  But I see that the shoe is NOT out of stock. Now another call to customer service.  So I'll have to wait and find out if the shoe is available by the time my return gets there.  

Maybe QVC should share its new exchange policy with everyone, 

[KingstonsMom]

That's just ridiculous. There are so many complaints on this issue.

[Kachina624]

@PattiL  @KingstonsMom There were so many complaints about this situation that last week I sent an email with a link to the long thread on this subject to Q CEO, Mike George.  I got a call back from a nice lady in his office.  We had quite a discussion about it but she assured me they are aware if the situation and are working to fix it.  It all boils down to poor internal communications.

[KingstonsMom]

@Kachina624

Thank for going one step above for all of us!

The many threads here about this problem seem to be falling on deaf ears

[Kachina624]

@IG  I wish others who've had this exchange problem would elevate their complaints to the CEO's office.  When they get tired of hearing about it, they'll fix it.

[SahmIam]

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@Kachina624 wrote:

@KingstonsMom  I wish others who've had this exchange problem would elevate their complaints to the CEO's office.  When they get tired of hearing about it, they'll fix it.

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@Kachina624  What is his email?

Can you imagine if EVERYONE emailed this man about this ******?!  I know I AM. TIA.

[blackhole99]

I'm another exchange casualty and I gave CS an earful, but prefaced the rant with the  proverbial,"I know this is not your fault", but.  No more exchanges for me until they fix this, if they ever do. I personally think this will not work because there's too much turn around time for return shipping and exchanges. The product you want to replace the original product is either sold out, not your size or color or both. Free S&H and returns would solve all their problems. I was so frustrated I canceled all my orders today.