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08-06-2018 12:40 PM
I received item H211586. The item was defective, one was etched in the correct design, the other etched in an incorrect design, so I called customer service and explained it, then returned it.
I noticed that even though I had called, written a note explaining the problem and on the packing slip, I only received half of the refund, instead of a complete refund. I called customer service yesterday, and was assured that I would receive the balance of the refund totalling a complete refund.
This morning I received an email from Q stating I had been refunded $5.50, so I called again asking what this was for. The rep was less than pleasant saying I was refunded in total, so I asked why isn't that amount in the email, or in my purchases, it is nowhere, so he said he would send confirmation by mail.
A customer should not have to go through all of this in order to receive a refund for a defective item. Apparently, no one reads the packing slip stating reason for return, not inspects the item. I asked customer service this yesterday, and was told he didn't know, he didn't work in that department, that I would have to ask someone who worked there, a sarcastic response, as if a customer has access to anyone in the returns department, unbelievable.
08-06-2018 12:47 PM - edited 08-06-2018 12:47 PM
@mousiegirl wrote:
I received item H211586. The item was defective, one was etched in the correct design, the other etched in an incorrect design, so I called customer service and explained it, then returned it.
I noticed that even though I had called, written a note explaining the problem and on the packing slip, I only received half of the refund, instead of a complete refund. I called customer service yesterday, and was assured that I would receive the balance of the refund totalling a complete refund.
This morning I received an email from Q stating I had been refunded $5.50, so I called again asking what this was for. The rep was less than pleasant saying I was refunded in total, so I asked why isn't that amount in the email, or in my purchases, it is nowhere, so he said he would send confirmation by mail.
A customer should not have to go through all of this in order to receive a refund for a defective item. Apparently, no one reads the packing slip stating reason for return, not inspects the item. I asked customer service this yesterday, and was told he didn't know, he didn't work in that department, that I would have to ask someone who worked there, a sarcastic response, as if a customer has access to anyone in the returns department, unbelievable.
Good morning @mousiegirl - thank you for letting us know that this happened. I apologize and I have submitted the feedback to our warehouse teams. I have issued a full refund for this order and I am very sorry that you had to follow up on this defective return. Thank you for shopping and posting with us! ~Kim
08-06-2018 12:53 PM
I know what you mean. Half the time I'm out shopping & ask someone working there a question the answer is normally that's not my Dept. Ok that's fine get someone for me that works in that Dept instead of walking off? DUH!!!!!!!!!!!!
08-06-2018 02:50 PM
@Kim-QVC wrote:
@mousiegirl wrote:I received item H211586. The item was defective, one was etched in the correct design, the other etched in an incorrect design, so I called customer service and explained it, then returned it.
I noticed that even though I had called, written a note explaining the problem and on the packing slip, I only received half of the refund, instead of a complete refund. I called customer service yesterday, and was assured that I would receive the balance of the refund totalling a complete refund.
This morning I received an email from Q stating I had been refunded $5.50, so I called again asking what this was for. The rep was less than pleasant saying I was refunded in total, so I asked why isn't that amount in the email, or in my purchases, it is nowhere, so he said he would send confirmation by mail.
A customer should not have to go through all of this in order to receive a refund for a defective item. Apparently, no one reads the packing slip stating reason for return, not inspects the item. I asked customer service this yesterday, and was told he didn't know, he didn't work in that department, that I would have to ask someone who worked there, a sarcastic response, as if a customer has access to anyone in the returns department, unbelievable.
Good morning @mousiegirl - thank you for letting us know that this happened. I apologize and I have submitted the feedback to our warehouse teams. I have issued a full refund for this order and I am very sorry that you had to follow up on this defective return. Thank you for shopping and posting with us! ~Kim
@Kim-QVC Thank you, I just received an email with the rest of the refund.
08-07-2018 09:29 AM
I am having a similar problem with the full refund of a defective item.
Would you kindly email me so I could discuss it with you?
I'd appreciate it. Thank you.
08-07-2018 01:01 PM
@RespectLife wrote:
I am having a similar problem with the full refund of a defective item.
Would you kindly email me so I could discuss it with you?
I'd appreciate it. Thank you.
@RespectLife I am sending you an email so that we can assist.
Susan Q-Social
08-09-2018 11:31 AM
Just got off the phone with refund issues. I returned several items in one box with one label, and they deducted $6.95 from EACH item! Also a top disappeared in the USPS, so I was sent a replacement. Was charged initial payment, but wasn't refunded. Wonder how many other customers have this done, and don't check their credit card bills for accuracy???
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