Customer Care

[Nonametoday]

...what to do?

[icezeus]

@Nonametoday 

Log on to your Q account.

You will be ask a few questions where you can select exchange, and pick the color and size. 

Tape the return paperwork to the outside of your box and make sure the return slip paperwork is placed inside of the box. 

[Nonametoday]

Well, I think I will call Customer Service tomorrow.  I logged in, it asked me for my password and I did that and it took me to the home page, and that was it.

[Jesse Ann]

I have tried the computer for an exchange. Nothing, unless they changed something recently. BUT, it all depends on which Customer Service Representative you get when you call. BECAUSE, I once received the Wrong item, clear bag said correct item name, but the item inside the bag was not a poncho but a sweater. (July2022)
So, I called CS and that CSRep she did an even exchange on HER computer and I WAS ABLE TO SEE THAT THE REPLACEMENT WAS ORDERED under my ORDER STATUS on my QVC account. Okay, this happened again, different vendor, about 2 weeks later. Was a pair of SGraver tunics Size Medium. But inside the clear bag was one Size Medium and one Size 1X.
Sooo, once again called CS and that lady told me what to write on my return slip, and to send it back, and once they received and processed the exchange THEN they would be able to send me the SGraver Size Medium tunics again. WELL, I told her that 2 weeks ago a CSRep was able to do an exchange, on her side, and while my wrong item was being sent back a replacement was being sent to me. This CSRep was typing and seemed like she was doing the exact same thing as the First exchange experience. And when it was all said and done, a week later, I happened to notice, on my Order Status, that there was NO REPLACEMENT/EXCHANGE on its way to me!! So, I had to call CS back and tell them what happened and how my first exchange was done on the CSRep’s computer and my SG set of tunics SHOULD BE ORDERED FOR ME/EXCHANGED already, but not showing that on my Order Status. Sooo, that CSRep put a new order in there for me and had the SG tunics on their way to me.
And this just happened again!! Where I needed to do an exchange and that CSRep did not know how to do it. Same as the second CSRep. But at least this CSRep took the time and put me on hold and then processed my return/exchange and had it on its way. AND IT WAS VERIFIED ON MY ORDER STATUS RIGHT AWAY!! Even before I hung up with that CSRep.
POINT IS…the CSReps must not be trained to do a proper exchange, like I had done the very first time (this July). I told the 3rd CSRep that by the time our item is sent back and processed by QVC that many reviewers have complained that the item that they wanted to exchange for was NOW SOLD OUT and that many QVC customers are upset about this and that the Hosts Need TO STOP SAYING THAT THERE IS AN EASY EXCHANGE OPTION before we (customers) purchase something. I told her, that it takes about a 3-6 weeks, AFTER I put my RETURN in the mail for QVC to receive and PROCESS my return in order TO REFUND ME ANY MONEY! And therefore, that is why, by the time someone does their Exchange the way QVC and CSReps tell us how to do it properly, then the item we wanted, for an even exchange, is now gone/sold out! Due to TIME! AND I KNOW AN EXCHANGE CAN BE PROCESSED THROUGH THE CUSTOMER SERVICE REPRESENTATIVE ON THEIR COMPUTER! AND I CAN IMMEDIATELY SEE THIS COMPLETED ON MY ORDER STATUS BEFORE I HANG UP WITH CS! She told me to make sure I sent my item back because QVC would be contacting me within, I think it was 60 days/not30, if they didn’t receive my return (my item that I am exchanging). Of course I’m mailing it back! Like I did the first 2 exchanges! SO…A PROPER, EASY CUSTOMER EXCHANGE CAN HAPPEN BY THE QVC REPS, ON THEIR COMPUTERs! And ALL CSRep’s should ALL BE TRAINED ON HOW TO DO AN EXCHANGE, AND WE WILL THEN BE ABLE TO GET OUR CORRECT ITEM EXCHANGED WITH NO EXTRA SHIPPING CHARGES AND IT IS A PROPER SWAP!! LABELS NEEDED… the mailing label on the outside of the box, And of course you need some paperwork inside so QVC will know who that package belonged to when they get it back! And the CSRep can email or post mail you a return label BUT IN THE MEAN TIME…YOUR EXCHANGE ITEM WOULD BE ON ITS WAY TO YOU!!
Understandably, QVC doesn’t want a lot of merchandise held up by these proper exchanges. They want to make sure they get an item BACK IN STOCK BEFORE they ship another one out. I can understand QVC’s side of it. But if that is the case, QVC shouldn’t advertise Easy Exchanges constantly!! So, if QVC chills out about easy exchanges and us customers actually SEND BACK our items we want exchanged IMMEDIATELY AFTER we have one on the way-VIA the CSRep computer process I just shared-then QVC would have a good exchange experience. But we have to do our part if we expect QVC to do their part. Otherwise, if we are not sure if something will fit, etc., WHY would we take the chance in ordering something if it will be Sold Out by the time QVC processes our returned exchange before mailing us our replacement/refunding us??? A PROPER EXCHANGE/REPLACEMENT CAN BE ACCOMPLISHED ON THE CSRep’s COMPUTER. PERIOD….