Customer Care

[Venezia]

@Katfox - this is the policy for exchanges, as stated on the website:

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.

[Venezia]

I'm also happy to say that the item I sent back for exchange was processed exactly as I asked and I already have the replacement item.

When I sent the return in, I emailed the QVCEasyReturns team as stated under the return/exchange policy and made it clear I wanted an exchange.  I saw within a short time that they had already started the replacement order (and they emailed to notify me).

I wonder if people having problems, don't bother to email the team above, with the requested information?

[RespectLife]

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@StateofMichigan wrote:

kachina624 I am aware of the exchange policy.  I am just stating what the Social Team and the Return Team has been telling me for two days.

Spoiler

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@StateofMichigan 

I find it very hard to believe the Social Team told you that.

CS, maybe as they have not been trained very well it seems.  But the Mods are the pros at customer service.  Since the free exchange policy has not changed, it is possible you misunderstood.

I just got a full refund yesterday because my exchange item sold out.  Surprisingly, it was all handled through the returns dept.  I forgot to email EZ returns.

FULL refund, no label fee.

[RespectLife]

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@Katfox wrote:

I just got off the phone with customer service.  I was told that if the item is available there is no charge to exchange.  However, if it is unavailable then they refund your money MINUS your original shipping charge and their return shipping fee if you used the Q label.  This to me is NOT free exchanges.  Hosts should not be enticing people to purchase with the idea of free exchanges.  The CS person ended up refunding the rest of my money after I questioned her regarding this policy that makes NO SENSE, however I am now gun shy of ordering anything that I might have to exchange.  I also have had the situation where the item is available for exchange but I get a refund instead.  I then have to call and get a new order at the same price without a shipping charge initiated.  A real hassle.  I agree.  Their system for exchanges is broken.

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@Katfox 

That is NOT true.  She gave you wrong info.

If the item is no longer available, you get a FULL refund and should NOT be charged the return label fee.

Sad that all QVC CS reps are not properly trained and informed of the correct policies.

See @Venezia  posting of the written QVC policy above.

[Venezia]

@RespectLife - A member of the Social Team responded to @StateofMichigan a while ago and that poster hasn't been back to respond to any of this, including the mod's post.

Not surprising - and, no, I don't believe a member of the Social Team gave her that misinformation either.

Funny how so often the poster of this kind of complaint never responds, either to thank other posters for their advice or to update with a resolution.  Or even to acknowledge the mod who emailed her to help. 

(And the full-blown, bold, underlined large font she used to blast another poster was completely out of order.  If you can't make a coherent point - scream.)

[Lucylu12]

Exchanges are free I did an exchange yesterday😊