Customer Care

[JoshuaK]

So I received a tv on Monday and it was defective! I printed a label and the USPS picked it up on Tuesday and now there is no idea where the tv is! Post office says it’s setting in a process center and I’m lost on what to do

[2blonde]

That's what happens with returns.  They sit until the Q rep picks it up to take back.  There should have been a tracking number on the label you used that you should have written down, although nothing will show on it until it moves.  Hang in there, all should be OK eventually.

[JoshuaK]

Well it was shipped Tuesday so how long does it usually take?

[loriqvc]

@JoshuaK - Welcome to the forums! Tracking using the QVC return label can be tricky, but there are two options for you to monitor the progress of your return.

First, within 48 hours or so of your package being picked up from the post office up by the Q's third-party returns agent, Newgistics, you can enter your tracking number on the company's website for shipping status updates: http://www.tracking.smartlabel.com/

Second, you can contact customer service by phone or reach out to a member of the team that moderates the forums (QVCSocialTeam@qvc.com) for updates and help. Hopefully, once your package is confirmed as being on its way back to QVC, you'll be able to get a replacement order shipped.

Good luck! 

[JoshuaK]

Thank you for the help! I do not have the tracking number so it’s hard for me to stay up to date on what’s happening

[loriqvc]

@JoshuaK - When you use the QVC return label, you can find the tracking number by going to My Account > Order Status, clicking into the order, and then clicking the "Track Your Return" link. Copy the number there and paste it into the Newgistics site, and you should get information about your return's progress.

(The QVC website used to import the Newgistics return details but it hasn't done so since a site update about six weeks ago. Hopefully the tracking functionality will be restored in the near future.)