Seeking Clarification for Exchanges - Return Fee Applied

Bird mama · ‎03-12-2010

Hello,

I ordered and received a Tiffany Kay ring in size 7. The size that I ordered wasn't a good fit so I checked Q inventory and saw that a size 8 was available and initiated an exchange online for a size 8.

The exchange process was started and the size 7 ring was dropped off at the post office within an hour of me receiving it.

I followed the package through the return process and saw that the Q received the ring. When I didn't get an email stating that the replacement was shipped, I contacted customer service via chat and was advised that the size 8 was no longer available and that the Q would issue me a refund.

I just noticed that the Q hit me with a return fee of 6.95 a couple of days after the refund amount posted to my credit card.

This was the first time that I attempted an exchange. I want to confirm that exchanges are free providing the Q has the replacement in stock. Otherwise it's considered a return.

I'm not complaining or trying to start an argument. I'm trying to understand the rules of engagement.

There are times when you must speak, not because you are going to change the opposing side, but because if you do not speak, they have changed you.

DJs mom · ‎06-06-2012

@Bird mama contact CS and tell them to issue a refund for the return label fee. You are supposed to get a FULL refund if the exchange item is no longer in stock.

Bird mama · ‎03-12-2010

@DJs mom That's what I thought too. I used easy pay on the ring and when the Q credited me with the first easy pay (in its entirety) I didn't give it a second thought. Got my AMEX statement and though uhh what's going on, lol.

There are times when you must speak, not because you are going to change the opposing side, but because if you do not speak, they have changed you.

Kachina624 · ‎03-10-2010

@Bird mama. I believe you were charged by mistake. At this point, I'd contact the social team at qvcsocialteam@qvc.com include the order # for a refund.

New Mexico☀️Land Of Enchantment

loriqvc · ‎11-06-2011

@Bird mama - Just to add one more voice of confirmation, you should not have been charged for the return label if you were attempting an exchange and the item was not available. Any customer service representative (phone, chat, or Social Team) should be able to help you get a refund. Good luck!

skatting44 · ‎07-26-2019

@Bird mama

QVC does this all the time - they break their own rules of when Not to charge return shipping . Rarely are exchanes done , even when it's very clear the internet shows they have inventory. I find it is often on sale items .

One has to constantly contact QVC for incorrect return shipping fees for exchanges or defective items .

contact the QVC Social team

Bird mama · ‎03-12-2010

Thank you @DJs mom @Kachina624 @loriqvc @skatting44

It's been taken care of. I appreciate all of you.

There are times when you must speak, not because you are going to change the opposing side, but because if you do not speak, they have changed you.

Catch71 · ‎03-09-2010

Before qvceasyreturns became so popular, I would write to them for an exchange and they would put it through. That was a much faster way of doing exchanges. They did this twice for me and I had the exchange in a little over a week. Waiting for the postal service to get the item back to the warehouse, and hoping the people working in returns even read you want an exchange, takes too long and chances are what you want is no longer available.

On another note, what is stopping anyone making a return from asking for an exchange they know is not available just to save the label fee? Its a slippery slope and some people are dishonest and will do anything to save a dollar. I would like to know what the real policy is regarding being charged for the label if your item is not available. Customers should not have to wait to see if they get a charge for the label.

CAcableGirl2 · ‎06-03-2010

Just happened to me, she tried to explain to me when I was doing an exchange and the size was no longer available that I used the Q label so I would pay for return shipping. Obviously I used the Q label in order to get it returned for the exchange.

I had to argue with the rep that I would not be required to pay for the return shipping since the exchange was no longer available.

I hate having to start my day arguing with a rep that isn't being properly trained. I wonder how many people just say OK and pay the additional $6.95 when it clearly is not their policy to charge for the return shipping as long as you are doing the exchange within the 30 day window.

Seem to me that this would be a problem that QVC would want to address before some sort of lawsuit is generated since this happens each time I try to do an exchange. Even if stock when I go online and tell them I'm returning for an exchange, but when it gets to the warehouse, they just return it.

Especially since I noted on my account online that I was sending back for an exchange. They should be able to run a program to compare exchanges vs. shipping charges for the returns and automatically refund those that are overcharged.

......You look like I need a drink.....

skatting44 · ‎07-26-2019

@CAcableGirl2

I have encountered the same as you . My opinion is very shoddy and dishonest business practices by QVC . What you described has happened to me numerous times for defective items, for exchanges and for receiving an item other than what I originally ordered . I had to contact QVC each time so that they would reimburse me the shipping fee that was erronously charged to my credit card .

I bet if an inquiry was made , one would find hundreds of customers have encountered the same.