Customer Care

[MrsBinGA]

I ordered a necklace for my daughter's birthday back in October.  She received and loved it.  A month later the chain broke.  I called QVC customer service, they said to have my daughter return it and they would replace it.  All this time later, still no replacement.  I called a couple of weeks ago now, and they say the package is still in process - the broken necklace my daughter returned - and now they are out of stock of the necklace.  Long pause from the CS agent.  I thought her lack of further response was weird, and I was angry that now my daughter wasn't going to get a replacement, so I asked for a refund.  I bought the necklace using 3 easy pays, and all three were paid.  To date I've received a refund for the shipping and handling.  Every time I call I get a little different story, the last one being that "bigger" refunds take longer.  We're talking 3 $57 payments, and this is over a BILLION dollar company.  I just can't believe it.  Has anyone else had a difficult time receiving a refund from QVC?

ETA:  I paid for this via Paypal; I do not have a Q card.

[Puppy Lips]

Sorry you are having this trouble.  There is no excuse for that.  I always get my refunds, though I have to sometimes argue when I get charged the return shipping fee, when I don't feel I should have been.  Just yesterday, when I was looking over my Visa statement, I noticed a charge for $6.95.  Going by the order number on the statement, I saw it was for an order where I RECEIVED THE WRONG ITEM.  I notified QVC at the time.  They sent a replacement of the right item, that I got.  But I was charged $6.95 for returning the wrong item back to QVC.  I emailed the QVC social team yesterday and they quickly gave me a credit.  But I have to wonder how often stuff like that happens, when people are not paying attention and pay for things they shouldn't have to. Sometimes I honestly think QVC is trying to slip things by their customers, hoping they won't notice.

[Susan-QVC]

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@MrsBinGA wrote:

I ordered a necklace for my daughter's birthday back in October.  She received and loved it.  A month later the chain broke.  I called QVC customer service, they said to have my daughter return it and they would replace it.  All this time later, still no replacement.  I called a couple of weeks ago now, and they say the package is still in process - the broken necklace my daughter returned - and now they are out of stock of the necklace.  Long pause from the CS agent.  I thought her lack of further response was weird, and I was angry that now my daughter wasn't going to get a replacement, so I asked for a refund.  I bought the necklace using 3 easy pays, and all three were paid.  To date I've received a refund for the shipping and handling.  Every time I call I get a little different story, the last one being that "bigger" refunds take longer.  We're talking 3 $57 payments, and this is over a BILLION dollar company.  I just can't believe it.  Has anyone else had a difficult time receiving a refund from QVC?

ETA:  I paid for this via Paypal; I do not have a Q card.

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@MrsBinGA  I am so sorry to see this happened.  I will be happy to take a look, I will send you an email, its a bit more detailed but we can get this resolved for you.  

I am very sorry for disappointment to both you & your daughter,

Susan

[MrsBinGA]

Thank you!  I know a lot of things are taking longer due to the pandemic, but every call or chat about this has felt like I was being blown off.

[Nitefall]

Their billing department is constantly making mistakes! And I have a Q card, bottom line you have to be on them like white on rice! Check every transaction! And the Q should ALWAYS return shipping charges, then don' t let the hosts say all your money is refunded on a return.  FALSE ADVERTISING

[tarytoo]

Try contacting the Q this way to resolve your problem. They've always been very helpful to me . Good Luck.

Social.Team@qvc.com

[Gorgf]

Refunds to Credit Cards are even slow. I had one for $57 That took four to six weeks. I am glad it finally occurred. Luckily I try and be a careful shopper and usually only have to return defective or damaged items. I also wanted a replacement and sold out when received.

If the CS representative would have been efficiently helpful instead  saying of the warehouse will figure it out and straining to hear a call that sounded like talking in a can! She should have immediately reordered the item for me. I learned after that to do that myself if I really want the item. I was so frustrated with the  defective electronics item plus the hassle of printing my own label and invoice and dealing with sending it out in Holiday season. I ended up paying $25 more shopping elsewhere after waiting a monthn for a replacement.

If sold out and not able to replace you will get a refund but yes it takes a long time.  It doesnt seem to matter what payment  was made their refunds are slow.

[MrsBinGA]

Wow Susan, I used a ! not an i.  No profanity used.

I still don't have my refunds and I've just been told lie #3 (or is it #4?) by QVC customer service.  After this, I'm sure QVC has lost a customer.  I'm not marginalized or old/bad memory and they can't keep telling me story after story.  I'll just file a dispute with Paypal.

[Tigerfish2]

I agree, you do have to watch carefully. Everyone makes mistakes pandemic or not. The Q has always been right there when I call to fix or look it up to see hold up. And even given me rewards for waiting so long. Now if I could just get my credit co. To put some indication next to the credit so I know what it goes to! Instead I have to call customer service and that's not their fault.