Exchanges

cathysyd · ‎10-05-2013

How come the hosts make it sound so easy to make an exchange, but when I want an exchange, I get a refund instead?

I bought a pair of NYDJ jeans in my normal size 14. The price went down to a clearane price and the shipping was free, so I thought it was a good time to order. This particular style must be the exception to the size down rule because I alway get my own size in this brand. My normal size was huge, so I sent it back with a note that said the exchange it for a 12 in a different color (this is what the instructions said to do in the case of an exchange). They got my return and refunded the price on my credit card, minus $6.95 of course. Since I specifically asked for an exchange, I emailed Customer Care to find out if I was going to get my exchange. To date, I have received no response. The jeans are now up to a higher price than when on clearance and shipping is no longer free. I won't be reordering unless the price and shipping drop.

Gorgf · ‎03-10-2010

@cathysyd If I were you I would call Customer Service and tell a person specifically what happened. Either way they did not have the size you wanted and the color or just passed over the request. You should not have to pay $6.95 for return shipping.

I think it should be corrected, but is frustrating to say the least. I hope it gets resolved.

San Antonio Gal · ‎05-18-2017

Call CS as soon as possible. On exchanges, if your size is not available, a refund is granted and you are NOT charged returned shipping.

This is a common problem. Employees should learn the rules.

PINKdogWOOD · ‎05-13-2010

@cathysyd Here's the deal with exchanges - they do take some time to process, weirdly too.

If you request an exchange, the replacement obviously has to be in stock and it very well may be AT the time you begin this process ie from sending back what you don't want to actually receiving the replacement.

If by the time the color and/or size has sold out you get a refund and a note/email saying what you want is no longer in stock. Yes it's a bummer but it's good when it does. They process your return and then seawrch, pull from stock the one you want. Mailing time makes this process slow, your return going back and then the new one going through the whole mail system again to get the new one to you.

So yeah, exchanges take a good while, and again bummer when it just cannot happen.

Trix · ‎03-16-2010

I've never done an exchange at QVC, but their sister, HSN will process an exchange replacement order immediately if you call customer service. Your acount will show a new order in process (no charge) and when the return is received there won't be a credit applied and the item will show as "returned".

You should not be charged for using the QVC easy return label with an exchange or a defective/damaged return

seaBreeze · ‎02-04-2014

@cathysyd

Email their 'social team' with exactly what occurred...they've ALWAYS done right by me. I'm in the process of an issue now with QVC (price change) and their response is usually 24 hrs. I'd rather type it out (so I have a hard copy just in case) than to discuss on the phone.

Email: QVCSocial.Team@qvc.com

Kachina624 · ‎03-10-2010

@Trix wrote:
I've never done an exchange at QVC, but their sister, HSN will process an exchange replacement order immediately if you call customer service. Your acount will show a new order in process (no charge) and when the return is received there won't be a credit applied and the item will show as "returned".

You should not be charged for using the QVC easy return label with an exchange or a defective/damaged return

@Trix. When doing an exchange, the return shipping fee is refunded and the item does not have to be defective. If a new item is not available, the fee is still refunded.

New Mexico☀️Land Of Enchantment

Trix · ‎03-16-2010

@Kachina624 wrote:

@Trix wrote:
I've never done an exchange at QVC, but their sister, HSN will process an exchange replacement order immediately if you call customer service. Your acount will show a new order in process (no charge) and when the return is received there won't be a credit applied and the item will show as "returned".

You should not be charged for using the QVC easy return label with an exchange or a defective/damaged return
@Trix. When doing an exchange, the return shipping fee is refunded and the item does not have to be defective. If a new item is not available, the fee is still refunded.

@Kachina624 I know that an exchange doesn't have to be defective. I was pointing out the reasons a customer does not have to pay a return fee which are: exchange, damaged or defective item.

loriqvc · ‎11-06-2011

@cathysyd - I'm sorry about your experience; I wish it weren't the norm. Definitely call customer service to discuss the situation or email QVCSocialTeam@qvc.com to make sure you get the return shipping fee refunded.

For future exchanges, as soon as your return package has been marked as "Picked Up By Agent" if you take it to the post office or has a UPS tracking status that shows the package has moved beyond the "Drop Off" stage, call or chat with customer service to request that your exchange be processed while the return is in transit. They will be able to see your tracking status and get your new item on its way to you without the long wait—and with far less potential for your item to be sold out by the time your return reaches the warehouse and they see what you're asking them to do.

Good luck!