Why so difficult

Catch71 · ‎03-09-2010

Today I made my third attempt to do an exchange. I purchased a pair of MS jeans and when I put them on I immediately noticed a bulge in the seam below the pocket on the leg. I went to order status where you can choose Start a return or exchange. Well, found out there is no option to enter info for exchange so it's really not for exchange.
I then chose to write to qvceasyreturns and explained I wanted to exchange defective pair for another pair, same size and color. Item was still available. After not hearing back I called customer service. Spoke to a gentleman who listened, said he took care of it, and said he would email me a link to print a return label. 3 days later, no email, they have not been re-ordered. I just sent a second request to qvceasyreturns.
it shouldn't be this hard!
Soon, I will just reorder but you know they will charge me for returning the defective,pair, so another phone call.

Venezia · ‎03-09-2010

@Catch71 - I recently (last week) did an exchange and noticed that there seemed to be nowhere to write in the information for an exchange, as there used to be.

I went ahead and completed the online form and got the QR code for the return (I had the label printed at the post office using that; easy). I also wrote the exchange info on the slip you have to enclose with the return.

Then I did an online chat with a rep who processed the exchange order for me, once she'd confirmed that I'd completed the return info.

I had 10 days from then to take the original item to the post office. My replacement order was shipped the next day and it all went smoothly. My return has already been received by the warehouse.

Make sure you check "Defective" on your return info. You won't be charged for the return shipping.

"" A little learning is a dangerous thing."-Alexander Pope

pdlinda · ‎10-23-2011

@Catch71 I stopped buying any item (especially clothes) from QVC that I thought, even in the most remote possibility, would have to be returned, no less "exchanged."

The thought of going through what you're going through simply was beyond my ability to fathom. GOOD LUCK!

D Kay · ‎04-20-2010

They rarely exhanged items even when you could mark the form that you wanted an exchange.

beach-mom · ‎03-09-2010

Last fall I ordered some shoes that I wanted. They were in a show on sale. They came, the color was perfect, and they fit perfectly - except one strap wouldn't fasten because the part on the shoe was missing.

I requested an exchange. Wrote it in black Sharpie because I'd been through this before. There were plenty in stock.

I noticed they credited my account, so I called. The CS rep said they might not have been in stock when the return was processed, but I kept checking and there were plenty in every size. My only option was to reorder at the higher price.

I chose not to. I'm hoping the price will still drop again.

Catch71 · ‎03-09-2010

@Venezia wrote:
@Catch71 - I recently (last week) did an exchange and noticed that there seemed to be nowhere to write in the information for an exchange, as there used to be.

I went ahead and completed the online form and got the QR code for the return (I had the label printed at the post office using that; easy). I also wrote the exchange info on the slip you have to enclose with the return.

Then I did an online chat with a rep who processed the exchange order for me, once she'd confirmed that I'd completed the return info.

I had 10 days from then to take the original item to the post office. My replacement order was shipped the next day and it all went smoothly. My return has already been received by the warehouse.

Make sure you check "Defective" on your return info. You won't be charged for the return shipping.

Thanks, I will try that next!

Lucylu12 · ‎10-12-2010

I recently did the on line print for an exchange

At first I saw it says exchange or return item but then goes right to reason for return

in that area I wrote the item I wanted to exchange and what to exchange it to

the last part has a has a box to check for an exchange but it says you have to print the I formation on the printed return form so that's what I did.

However I always email Easy Pay returns and they do the exchnage before you even have put the item in the mail the Social Team has also done that for me.

Which I like because then you know you are getting the exchange if I don't do that I have never gotten the exchnage always a refund.

So I suggest contacting the Social Team or Easy Pay Returns

but like I said I did put the information on the return print info too.

loriqvc · ‎11-06-2011

@Catch71 - In the current online return setup, if you want to request an exchange, the form instructs you to write the details on the printed packing slip. I have done that a couple of times and have found success when I also followed up with the Social Team when I got home from the dropoff at the UPS or the USPS. As soon as QVC can confirm the return label has been scanned, they can process the exchange request. It's a bit of extra work, but since it has yielded a 100% success rate for me, I've been fine to continue doing it since I don't request returns often.

(And for what it's worth, I haven't bothered contacting the Easy Returns team for more than a year, after one request I sent twice was never replied to and then a separate request was only replied to three days after my return had already been processed at a QVC warehouse. Several months ago, QVC removed all mentions of the team from the website and the customer service FAQs, so I suspect either the Social Team or some other team is just answering their emails and the team might not even be a real resource anymore.)

ETA: I also wanted to note that whenever I've contacted the Social Team to request that an exchange be processed right away, I have never been charged a return fee. It seems that the proactive contact enters something into the system that resolves the transaction when the returned/exchanged item is received.

Catch71 · ‎03-09-2010

@loriqvc wrote:
@Catch71 - In the current online return setup, if you want to request an exchange, the form instructs you to write the details on the printed packing slip. I have done that a couple of times and have found success when I also followed up with the Social Team when I got home from the dropoff at the UPS or the USPS. As soon as QVC can confirm the return label has been scanned, they can process the exchange request. It's a bit of extra work, but since it has yielded a 100% success rate for me, I've been fine to continue doing it since I don't request returns often.

(And for what it's worth, I haven't bothered contacting the Easy Returns team for more than a year, after one request I sent twice was never replied to and then a separate request was only replied to three days after my return had already been processed at a QVC warehouse. Several months ago, QVC removed all mentions of the team from the website and the customer service FAQs, so I suspect either the Social Team or some other team is just answering their emails and the team might not even be a real resource anymore.)

ETA: I also wanted to note that whenever I've contacted the Social Team to request that an exchange be processed right away, I have never been charged a return fee. It seems that the proactive contact enters something into the system that resolves the transaction when the returned/exchanged item is received.

How do I contact the social team?

loriqvc · ‎11-06-2011

@Catch71 - The email address for the Social Team is qvcsocialteam@qvc.com. For the past couple of months, it has seemed like they have less coverage over the weekend, but they typically respond quite quickly (within a few hours and sometimes even with the hour) on weekdays. If you ever need customer service, I highly recommend this very thoughtful and helpful team. Good luck!