Customer Care

[stateofmichigan]

I didn't realize QVC no longer offers free exchanges.  I tried to exchange a pair of Ryka shoes and I was issues a refund, no exchange.  After contacting QVC Social and QVC Return Team I was told No more Free Exchanges.  I am out return shipping.

This clearly makes me think twice when I order something from now on.

[santorini]

They should update their website then:

What's your policy for exchanges?

If you're not satisfied with your purchase for any reason, our return policy allows you to send back returns-eligible merchandise within 30 days of the date you received the package for an exchange. Simply use the Q Return Label within 30 days of receipt to return your item for a free replacement of the same item in a different color or size. If your request for an exchange results in any additional merchandise or shipping costs, and you paid by credit card, your credit card will be charged for those additional costs. Payment methods other than a credit card may result in an order cancellation & a refund may be issued. If the requested exchange is no longer available, including items on waitlist and advance order, QVC will issue a refund and not deduct the Q Return Label fee.

[tends2dogs]

I wonder why they keep saying there are free exchanges if they aren't available anymore..  Perhaps the item you wanted to exchange was not in stock.  In that case, you are out of luck and out your shipping fees. 

During a selling frenzie, we will be told "last order of the year,  quantities limited, when they are gone they are gone" BUT oh, we have free exchanges .  Nothing is really free.

[DebNYC31]

I think there are still free exhcanges if the item is still available but they just return (and don't notify you).  I have also had issues with them just returning too when I sent back as exchange....their receipt is awful and outdated....since this has happened to me too & aI see the size or color I wanted is still in stocvk so possible it was not not clear to whomever was processing and then they just return

[loriqvc]

---

@stateofmichigan wrote:

I didn't realize QVC no longer offers free exchanges.  I tried to exchange a pair of Ryka shoes and I was issues a refund, no exchange.  After contacting QVC Social and QVC Return Team I was told No more Free Exchanges.  I am out return shipping.

This clearly makes me think twice when I order something from now on.

---

@stateofmichigan - Perhaps there was a miscommunication somewhere, but as shown in the policy posted above, QVC definitely still offers free exchanges. Unfortunately, it has become somewhat common for an exchange request to simply be refunded instead, likely due to the large volume of returns received and continued short staffing. But you should definitely reach out to the Social Team again if you were charged for return shipping—you should receive a full refund and be made whole for the transaction if you no longer have the item due to no fault of your own.

[stateofmichigan]

(RE:

What's your policy for exchanges?

If you're not satisfied with your purchase for any reason, our return policy allows you to send back returns-eligible merchandise within 30 days of the date you received the package for an exchange. Simply use the Q Return Label within 30 days of receipt to return your item for a free replacement of the same item in a different color or size. If your request for an exchange results in any additional merchandise or shipping costs, and you paid by credit card, your credit card will be charged for those additional costs. Payment methods other than a credit card may result in an order cancellation & a refund may be issued. If the requested exchange is no longer available, including items on waitlist and advance order, QVC will issue a refund and not deduct the Q Return Label fee.)

Yes they should.  I had copied and pasted this exact policy to the returns team and they said it's old and FREE EXCHANGES are no longer accepted.  It's return and reorder.  They won't redund my 6.95 for using the return label and CHECKING EXCHANGE on the return slip.  I filed a disbute with my CC company.

[stateofmichigan]

My item is STILL available as I'm writing this post.  NO FREE EXCHANGES.

Trust me I've been going around and around with everyone from QVC for the past 2 days.

[PansyBoo]

Get a note out onto the QVC set STAT! The hosts only mention this swell QVC feature nineteen times in any given presentation!!!

I'm going to keep an eye and ear out on this situation. Cause, yeah, I think the QVC times they are a changin.  

[Venezia]

Well, I for one would be interested to know, if they've stopped the free exchanges.

I have something I was about to return for a smaller size but, if I have to pay the shipping on it, I won't bother.

(Edited to correct a mistake.  Brain freeze!)

[Kachina624]

@stateofmichigan. @DebNYC31.  We've always had a problem with the return people not wanting to be bothered with the tedious return process and issuing refunds instead which are far easier.  However, if you requested an exchange and your request was not fulfilled, they owe you a credit for all shipping costs.  8f the don't apply the refunds contact rhe social team, including your order #.

Qvcsocialteam@qvc.com